Complaints

This profile includes complaints for Costco Wholesale Canada Ltd. HQ's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Costco Wholesale Canada Ltd. HQ has 49 locations, listed below.

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• 

  Costco Wholesale Canada Ltd. HQ

  415 West Hunt Club Road Ottawa, ON K2E 1C5

• 

  Costco Wholesale

  41 Molson Park Dr Unit 41 Barrie, ON L4N 6E7

• 

  Costco Wholesale Canada Ltd. HQ

  13650 50 St Edmonton, AB T5A 4Y3

• 

  Costco Wholesale Canada Ltd

  3550 Brighton St Burnaby, BC V5A 4W3

• 

  Costco Wholesale Canada Ltd

  9151 Bridgeport Rd Richmond, BC V6X 3L9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:25/10/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a long on going problem with COSTCO
  We hired Costco to add attic insulation to our attic in our bungalow.
  The work was done improperly and caused roof to leak inside house.
  We have been trying to get resolved with COSTCO since May 2022. Winter is coming and we still have hole in ceiling, attic insulation that needs removing and top be reinstalled, and roof needs replacing due to attic insulation causing nails to lift all over roof, also check for mold.
  We have had continuous delays.
  Winter is approaching and nothing is resolved. It is us dealing with the company that did the incorrect insulation job. It should be Costco doing all the communications.
  NEVER again will I use Costco for any kind of service. Once you paid there is not much help for you when needed.

  Business Response

  Date: 03/11/2022

  Good evening 

  Issues have been sent to the proper team to review and follow up.

  Thank you for your communications.

  Customer Answer

  Date: 09/11/2022

  
  
  Complaint: 18310543
  
  
  
  I am rejecting this response because:

  Even though I have put this complaint in ***, I have not been contacted by Costco.  I am not surprised one bit.

  We needed to add insulation to our attic of our house so we
  decided to hire Costco who subcontract it out. We thought we would be getting a
  Company that Costco has verified as a trustworthy quality company. We though
  Costco would help and protect us if insulation company did us wrong.
  Instead we got an insulation company that put too much
  insulation in the attic making the air ventilation very poor if any. Also insulation company lied saying they added baffles to every joist, I could only see 4 baffles that
  were useless because some were blocked. This resulted in leaking bathroom roof,
  multiple nail pops throughout the roof and maybe mold starting. Costco has
  stopped using this insulation company. 
  We have a leaking roof since March 2022. It is November 9th 2022 and we still have a hole in bathroom ceiling and a roof that leaks with
  winter coming.  I am not one bit surprised;
  no contact has been attempted by Costco. Throughout the summer Costco kept
  saying “we will escalate it” and then we do not hear from them. At the end of
  August Costco’s insurance company contacts us. Not very help full.   We are
  doing all the work, trying to communicate and settle with the insulation
  company that has damaged our house.  As result
  of damage done by Insulation Company that insulated out house attic we expect
  them to pay for removing the insulation, test for mold, remove mold if any,
  redo insulation, repair bathroom ceiling, replace roof. This cost is expected
  to be very high (too high for small claims court) and so far they have offered
  to pay a small amount.  We had to hire a
  forensic engineer to prove the damage they have caused. I suspect we will need
  to hire lawyer after we get the report from engineer. This is very stressful
  for my wife and me. 
  If anyone is thinking about using Costco for home kind of
  home service, think again.  They will
  help you for small items but if you have a major problem you are basically on
  your own. 
  Also the new insulation company Costco is using do not
  answer your email or phone calls most times, so you might want to read reviews
  about that company if dare use them through Costco.
  
  
  
  Sincerely,
  
  ***** *****
  
  

• Initial Complaint

  Date:24/10/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a toaster oven from Costco.ca.
  I never received the item even though *** claims that it was delivered.
  I called all the companies involved in this case, including my building manager and no one could help me retrieve the package.
  Costco demands a police report in order to process my refund. I think it's ludicrous. It's not my responsibility to chase the item.
  Costco's request for a police report is attached here.

  Customer Answer

  Date: 31/10/2022

  Please disregard my complaint *********. I received the package, finally.
  
  
  
  
  **** *****

• Initial Complaint

  Date:22/10/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to report an incident that happened in Costco (100 Billy Bishop Way) on Oct 15, 2022. My wallet was stolen in the store. It was shocking that there is no procedure for this type of incidents, no cameras inside the store and no security at all. The manager of the store really didn't care about what happened. She did not feel sorry, did not provide with any solution, just advised me to "google'' of what to do in this situation and turned her back on me. Nobody cares about the crime, that happed in the store!!! I reported incident to Costco on Oct 16, 2022 by phone and asked to notify me about the resolution and if any improvement will be done. I have never been contacted back. I posted this at Costco Facebook wall and was advised to email them and it was also never responded. I called Costco again and they advised to reach out that specific location. I called that store but their phone number is never answered. I would like Costco to contact me and provide with updates of what was done, if they installed cameras in store, hired Securities, set up the procedures for store crime and trained their staff on how to provide customer service especially in such sensitive situations.

  Business Response

  Date: 02/11/2022

  Good evening 

  Our leadership team in our Billy Bishop location is in commination with our member.

  Thank you for bringing this to our attention.

  Customer Answer

  Date: 07/11/2022

  
  
  Complaint: 18298286
  
  
  
  I am rejecting this response because:

  Costco called me twice on Nov 3. I answered the phone right away. They just hanged up both times. That's how they communicated with me and how they care. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:20/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am complaining about my I phone screen protector, which was a lifetime warranty for my phone.
  I used to be able to get a free screen protector for my phone, with proof of broken screen protector, every time I went to Costco for the life of the phone, as per our agreement. I was also told on the purchase date I could easily get it done at Costco, which would be convenient.
  Now, they’ve created some fine print, mid- lifetime warranty, that states after a certain date I must order a new screen from a particular company, which is $10 shipping, the price of a new screen protector. This means I must now deal with the screen protector company personally, and pay a fee.
  
  This is all very frustrating, and seems illegal, to take away the warranty halfway through.
  
  Thanks.

  Business Response

  Date: 21/10/2022

  Hello 

  Our member was contacted and the issue was resolved.

  Thank you for your communications 

  Customer Answer

  Date: 21/10/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  Date:14/10/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Costco Tire Centre, Waterloo. I made an appointment to have my winter tires (purchased at Costco) installed on my wheels (which had my summer/all season tires). I completed the appointment online, which had the option of “8 tires and 4 wheels” or “8 tires and 8 wheels.” Naturally, I selected 8 tires and 4 wheels. I wanted them to remove my current winter tires from my steel rims to be installed on my alloy/aluminum wheels. Complaints as follows:
  1) They installed my winter tires on my alloy wheels, however, they installed my summer/alloy wheels on my steel/winter rims. I specifically told the person that check in my appointment that I only wanted the winter tires installed on my alloy wheels. Why they would install and balance summer wheels on steel rims is beyond nonsensical.
  2) They charged me for installing and balancing 8 wheels, despite me specifically indicating the service I wanted.
  3) When I arrived home, it was when I went to unload the tires and wheels that I realized they mounted the summer tires on the steel rims. I immediately tried to reach them via phone multiple times over 2-3 hours and not once did they answer. This is standard for this tire centre.
  4) When I returned to the store to the flag the error, I was met rudely by a female staff member who aggressively and loudly indicted that it was my error. She was aggressive, loud and confronational and it was rather unprofessional and embarrassing as she had customers staring.
  5) The tires and rims that were balanced were completely and utterly balanced poorly. I plan on taking them to the Kitchener location to see if they can fix them.
  I should not have been charged for the incorrectly provided services notwithstanding you can see these were tires purchased from Costco. Very frustrating considering you can see I spend in excess of $20K from Costco not to mention gas, and would not expect this sort of treatment from a company like Costco.

  Business Response

  Date: 15/10/2022

  Good morning 

  We sent our member complain to our management team in our Waterloo location.

  They will be in contact with our member.

  Thank you for the feed back 

  Customer Answer

  Date: 15/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  

  I attempted to resolve this with what appeared to be the Management Team at the Waterloo. As per my documented complaint the female (which I assume to be the Tire Service Centre Manager) who was extremely aggressive and was not open to hearing the mistake made.  I don't feel comfortable given dealing with them, which is why I tried to reach out to Management to resolve.  I've never been treated like this before as a customer and just want resolution rather than confrontation. 

  
  
  Sincerely,
  
  ******* *****
  
  

• Initial Complaint

  Date:07/10/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A “Spend $3000 and get $500 shop card” promotion is active in Costco.ca on 6th and 7th Oct. Today (7th Oct), I placed an order including an iPhone and two sets of tires, the total price is $5222.66, *** ***** ****** ** *********. As soon as the order is placed, I received an email saying the order is confirmed and my credit card is charged (pre-authorized maybe) instantly.
  
  Just as I was enjoying the happiness of saving a huge amount of money and expecting my coming new iPhone, I received another email in one hour later noticing that my order is declined. I was totally shocked because the iPhone stock might never come back until the promotion ends.
  
  I made a telephone call and a representative looked in to the situation. He told me it was because the billing address FORMAT is not exactly the same of my credit card information, instead of “Unit number – Street name and number”, I should have input “Street name and number, Unit number” instead. He said that’s for security reasons to protect client. Then I asked why the same information is accepted by other merchants and the bank itself especially. He then told me it’s on Costco’s end and he could do nothing to help. Placing another order is my only option but I never see the stock of iPhone restored.
  
  I’ve been using the same address format in banks, ****** **** even CRA system, they all know the meaning and letters and packages arrive accurately without exception. My family have placed order in Costco with this address before and all the packages also. How comes this time not working? The only reason that I can think of is that the stock is quite limited and they oversold it.
  
  I really hope Costco keep their commitment to customers as usual instead of playing little tricks in the hot promotions. I would accept the cancellation only if I input the wrong information but I can’t understand the nitpicky for different address format.

  Business Response

  Date: 08/10/2022

  Hello

  This was resolved yesterday as the Member placed a second qualifying order,  Contacted the member to confirm - he did acknowledge this was taken care of. 
  
  
  Matter is closed.

  Thank you

• Initial Complaint

  Date:05/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a set of dumbbells, but I only picked the first part, there are two parts in total. So I went back and asked for the second part. The customer service employee gave us a sheet and asked to find an employee to pick it for us, but the other employee just open the door and let us to pick it up by ourselves. After I got everything, and went to the cashier. The stoped me at the cashier and suspected us that we steal their items. They made me stay at their store for an hour for nothing and their employee ************ was really disrespectful and she said they were missing inventory because of us. And did not allow us to leave. They keep us in the store for around an hour and they go through the camera and found nothing the just let us go without any guilty and apology. I followed everything they asked us to do, but they still suspected us due to their mistakes. It is definitely a racism. It is really disappointed and sad to get the unfair service.

  Business Response

  Date: 16/10/2022

  Hello

  Our management team called our member and was satisfied with the call. they will call him back next week with a follow up call.

  Thank you for your commination.

• Initial Complaint

  Date:24/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid online for my yearly membership of $67.80 (senior rate) August 27, 2022. Unfortunately $6780 was taken instead and Costco refuses to refund me my money. Sept 1st I contacted Customer Service and they said Not a big deal & I will get my money back in 10-15 days. (Maybe not a big deal to them but $6780 is alot of money!) by cheque as they can't refund to the account. I went into the Costco store in Ottawa to see if they could help. The manager assured me it was being taken care of and that they had 20 days to "investigate" and that the money would be in my account on Sept 20th. I told her the customer service said they can't refund to my account and must be a cheque. The mgr assured me the money would be there. It was not. I have the ticket number if needed. Its been a month they have had my money. It is my money and Costco has no right hanging onto it! I want my money refunded immediately. Not being able to reach anyone that can help has been the most frustrating and that nobody seems to care having a "oh well" attitude. Disgusting.

  Business Response

  Date: 13/10/2022

  Good evening 

  Our Member was contacted and the issue is resolved .

  Thank you for communicating with us.

• Initial Complaint

  Date:22/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Costco Optical today (Sep 22/22). Explained about my son - he has multiple medical complexities, including severe anxiety. He does very badly when made to wait in lines.
  
  Requested some simple accommodation, such as booking a pre-determined time so he wouldn’t need to wait in line. This request was denied.

  Business Response

  Date: 29/09/2022

  Hello,
  
  
   Our member concern is sent to our warehouse management team in that location for resolution.

  Thank you for you commination
  
  

  Customer Answer

  Date: 02/10/2022

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** ****
  

• Initial Complaint

  Date:21/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 16, 2018 I purchased a washer and dryer laundry set from Costco.ca. I also purchased a 5 year protection plan in the amount of $259.99 + tax. The total amount was $3,107.48.
  On Sep 19,2022 I called Costco due to a problem with my washer and asked to schedule a service call within my 5 year protection plan. However, the representative was not able to proceed with opening a claim. He stated that the laundry item is not registered in the Costco system.

  Business Response

  Date: 29/09/2022

  Hello,

  Our member has been contacted and has an open case with concierge to have this resolved.

  Thank you for your commination 

  Customer Answer

  Date: 29/09/2022

   
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ****** *****