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Business Profile

Incorporation

Costco Wholesale Canada Ltd. HQ

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Incorporation.

Complaints

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

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

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    Customer Complaints Summary

    • 230 total complaints in the last 3 years.
    • 86 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:31/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 placed an order on Costco wen-site on July 31, 2022 for an outdoor dining set. The amount paid was $4479.99. A few days later I canceled the order because the price for a dining set went down. I placed a second order which we received. I have not received a refund for a canceled order yet. Costco promised for a full refund within 7-10 days but it has been 3 weeks now. They provide no information as to why the refund is pending.

      Business Response

      Date: 02/09/2022

      Hello

      An email has been sent to Returns Management  to request a move to credit asap. we called our member, no answer - left a message advising will call back tomorrow for confirmation. 

      Thank you

    • Initial Complaint

      Date:26/08/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      ***** **************** ***** *************** ********** *******************
      My first Refrigerator order was on 07/13, it shows a delivery date of two weeks. But the order is canceled the next day. Then I call customer service, they said I need make a new order and I can get it on 08/19.
      Before 08/19 nobody calls me, I have to call customer service again, they said so far so good.
      On 08/19 I think I can get the Refrigerator beacause it show shipped. Then I stay at the home whole day waiting for my Refrigerator. Unfortunately, after 7 days I still have not gotten my Refrigerator and nobody call me. So I have to call the custermer service again. Costco is constantly breaking its promises and not even following up on my order at all. I waited more than 40 days. I still haven't gotten my fridge. It had a big impact on my life. And I also missed out on a lot of discounts. I am a loyal member of Costco. But they kept cheating on me. I was very disappointed. I hope they make up for my losses.
      Thank you so much.

      Business Response

      Date: 29/08/2022

      Good afternoon,


      We contacted our member, the problem is resolved . This has now been closed.

      Thank you

      Customer Answer

      Date: 04/09/2022



      ****** ******** *******



      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:23/08/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      July 25th, 2022. I ordered a fridge from Costco. Costco didn't disclose that the delivery co. is a 3rd party nor obtained my consent to deal with a 3rd party. while moving the fridge inside my home, ( I was under the impression that these guys are Costco employees) the delivery people broke the outside stairs. I filed a complaint with Costco. Costco refused to compensate me because the damage was caused by a 3rd party and the 3rd party refused to compensate me as well. The broken stair has a health hazardous.

      Business Response

      Date: 07/09/2022

      Good afternoon, 

      The member reported the damage to costco.ca call centre team. An incident report was completed and sent to *********** ******* team for further assistance dew to the nature of the issue. Once the incident report has been sent Costco is no longuer to speak to the member as the ********* ******* team now takes over the issue.  

      Customer Answer

      Date: 07/09/2022



      ********** ********



      I am rejecting this response because:



      Sincerely,

      **** ******

    • Initial Complaint

      Date:23/08/2022

      Type:Delivery Issues
      Status:
      Answered
      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 the Dishwasher (item #6660753) at costco.com. ***** ****** ********** It shows shipped on 07/14/2022, but I got it on 08/18/2022. I have called them a lot of times.No body help me, I have to wait for more than 1 month. And I missed the other good offers. I think they are cheating. They didn't ship at all. But it shows delivery on the website. Forcing consumers to wait forever. I want them to pay for their fraud.

      Business Response

      Date: 24/08/2022

      Hello,


      Resolved, we called the member who actually received the item on 8/18 but there was a delay due to issues with the shipment as it was supposed to be delivered on 7/22. thanked member for his feedback, apologized for the delay, and offered  GWG for the delay.


      Regards

    • Initial Complaint

      Date:19/08/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      The referred company (Costco) oferred me via email a $25 voucher in case I set up my membership for auto-renewal.
      After properly doing so, Costco did not honour the offer and NEVER sent me a voucher as promised.
      Tryed to contact them twice, and on both occasions they're not able to help me.

      Business Response

      Date: 22/08/2022

      Good day

      Our member was contacted and his concern was addressed.

      Thank you 

      Customer Answer

      Date: 22/08/2022



      ****** ******** *******



      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:15/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Costco Tire Centre done oil filter change on my truck. As part of the service Tire Centre done adjustment of air pressure in tires. I have seen technicians were discussing something pointing on the left front tire. When I asked if everything OK, technician answered Yes. On the short way home air pressure in front left tire has been completely lost.
      All four tires were in good condition before Costco Tire Centre service.
      I took truck to ******** **** Service Centre where tire inspection has been done and found broken valve stem on the tire.
      I discussed this matter on the phone with Costco store Manager and Costco Tire Centre Manager.
      They offered me paid service in order to fix tire and check security cameras recording.
      Unfortunately Costco has no email or contact form for customer complains or concerns.
      Costco Tire Centre Invoice ************ Date 08/08/2022
      Membership #************
      Amount paid $67.80
      ******** **** Invoice to fix the tire #**************
      Amount paid $62.14
      I want to restore confidence in safety of Costco Tire Centre jobs and compensation for amount paid

      Business Response

      Date: 28/08/2022

      Hello

      We have this issue communicated to our management team in our Mississauga location and they are in commination with our member.

      Please advice our member to call or visit the location for further assistant.

      Thank you

      Customer Answer

      Date: 31/08/2022





      I am rejecting this response because:



      Sincerely,



      **** *******

    • Initial Complaint

      Date:07/08/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Referred a known someone in store this past Monday (Aug 1st) and was told that we will receive referral voucher of $100 off each $250 within 24 hrs via email. After two days of not receiving it, I tried reaching out the store but no one picked up at the membership desk line and the administration desk folks did not help. Reached out to costco customer service and was told to reach the store as the voucher should have been given in store. Finally CS helped me to have someone from the store call us. The store associate told us that we are not eligible to receive any voucher as the friend that I referred took $100 offer in which the person referring doesn’t receives anything. I told her that this is not what we were told in store. We were clearly told by the representative that usually it’s $50 off voucher for gold membership but a vendor offer is going on so they will give $100 voucher each to both the parties. What would be the point of referring someone otherwise. The store denied to help us with anything except stating that they will work with the associate in training even when the fault lies on their associate for providing incorrect information. Would appreciate if someone can look into this and do the needful based on the information that was provided to us instore.
      ********** * ************

      Business Response

      Date: 18/08/2022

      Good day

      That was sent to the location management team and the issue was rectified and member is satisfied.

      Thank you 

    • Initial Complaint

      Date:26/07/2022

      Type:Product Issues
      Status:
      Resolved
      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 Costco membership through ******* on 1st June, 2022. As per the promotion I was supposed to receive $40 digital Costco shop card within 2 weeks. It has been almost 2 months now and I have not received it yet even after multiple follow ups with Costco. Every time when I call them or send email, they ask me to wait for another 2-3 weeks. This type of worst customer service is not expected from a company like Costco. I would like to receive it ASAP or get refund of my membership fees.

      Business Response

      Date: 08/08/2022

      Good evening 

      We contacted our member and the issue is resolved.

      Thank you

      Customer Answer

      Date: 09/08/2022



      ****** ******** *******



      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:22/07/2022

      Type:Billing Issues
      Status:
      Resolved
      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 have been a Costco member for almost 25 years and apparently at the time I joined I joined as a business member (sole proprietor (Patent Agent)).
      Costco changed to **** and I received a bill from them (claiming arrears - never got the previous bill and FYI probably twice in the last 50 years I accidentally missed a payment date (I turned 90 in March) that bill included a membership fee for Costco. I paid the bill including the interest charge but not the membership fee and included a letter stating I no longer wanted to be a member and to cancel my membership.
      I received a second invoice from **** maintaining the the membership charge and an added interest fee.. I called **** and explained the situation and they cancelled my card (never activated but still being charged), but ever though they say can do something about wrongful charges Costco involvement was required. I though this was not unreasonable, so they got Costco on the line to cancel the membership and reverse the membership charge. The girl at Costco said she could not cancel the membership over the phone and that I must come into one of their stores and talk to someone there (she implied that this was because the membership was a business membership (the business was my name and she had all my credentials available)). I explained that the closest Costco to me is about 100KM away and that one of the reasons for cancelling the membership was I seldom visited their stores. Nevertheless, she insisted she could do nothing to help me and the only way to cancel was to visit their store. I do not think this is a reasonable requirement.

      Customer Answer

      Date: 02/08/2022

      I had a telephone call from Costco and they took care of everything to my satisfaction.  Thank you for your help in this mater it is appreciated.

      ***** ******

    • Initial Complaint

      Date:11/07/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We purchased an 11' inflatable stand up paddle board by body glove from Costco at Christmas last year for a $100 promotion. When we finally got to use it this summer, it was defective and the seems blew out. Costco returned the board but would not exchange the item. They explained that they no longer sell this particular item and the 'new' item that they sell is a different model. This model is the same but with an added electric pump to increase the cost for $50. I requested costco to provide the exchange, or at least provide the promotional savings for the similar model. Meaning I would pay the extra $50 for the electric pump that I don't need or want. They insisted that they cannot reallocate promotions from one model to the next.
      They sold me a defective item and they will not honour the replacement costs of their sale.

      Business Response

      Date: 26/07/2022

      Hello,


      I have contacted the member who has accepted the $50 digital shop card. The member has been advised of this exception and going forward will inspect their items upon delivery.
      Eform has been submitted on ** ************** ********* ******** ***** ***********

    Costco Wholesale Canada Ltd. HQ is NOT a BBB Accredited Business.

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