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

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.

Initial Complaint
Date:01/03/2025
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 returned my old laundry within the 90 day return period as it was defective and was giving the same error message after countless attempts to try and resolve it. I bought a new laundry unit and had arranged it to be delivered on the same day. The delivery guy came, looked at the old unit and the pathway leading up to the old unit and said that they don't do installation. He said my options were 1. he can drop off the old unit and stack it for me but I would need to do the connection to the water line and vent or 2. he can drop the new unit and not stack it and another team would come and do the installation. I don't understand why he refused to do the installation when the other team that brought the old defective unit did the installation and set a precedent that they do the installation. Costco has basically committed theft and committed theft twice. They took my money and refused to deliver the new product. The delivery guy just took the new product and left with no attempt to find a solution or deliver the product uninstalled. The delivery guy didn't even bother to pick up the old unit so I have been charged once for a defective unit and one more time for a new unit that is in Costco's possession. I called customer service to voice my frustration of this terrible experience and the customer service *** was not very helpful. I now have to call the delivery company again to arrange a drop off of the new unit. What good is a customer service department when the customer has to do all the work. I will not be buying any major appliances from Costco ever again.
Business Response
Date: 03/03/2025
The member was contacted and the issue has been resolved.
Customer Answer
Date: 03/03/2025

Better Business Bureau:

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

Sincerely,

****** *********
Initial Complaint
Date:21/02/2025
Type:Product 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.
My wife ordered a new washing machine and dryer from Costco online. It arrived as scheduled. We took the option to have Costco install the washer and dryer as well. This occurred on Wednesday Feb 19 at 10:50 am. During the first load of laundry, the washing machine leaked and flooded my basement with 1 to 1 1/2 inches of water. Damaging my floors, carpets, walls, hot water heater, water softener tank, well cistern tank and several items in my storage room. This happened Wednesday Feb 19th at 12:30 pm. 1 hour and 40 minutes after installation. My wife called me and I rushed home to find the drain hose on the washing machine not properly connected and off the washing machine. Costcoasked us to fill out an incident report which we did and sent them at 4 pm on Wednesday Feb 19. It is now been almost 48 hours and Costco still has not come and helped us with remediating the flood damage. The negligence from Costco is appealing. This is why I am asking for the BBB to help me get them over to my house before toxic black mould spores spread everywhere. I have videos and pictures as well as surveillance footage that is all time stamped backing up this claim. If needed I can send them to you. I just really need your help here to get someone to my house to repair the damages.
Business Response
Date: 24/02/2025
An Incident Report was completed and this is being escalated with our resolutions team.
Customer Answer
Date: 25/02/2025
Hi there.
I have had communication from both Costco and their third party company that does the installation and they are now sending a person to conduct an inspection of the damage. Also Costco area manager contacted me to make sure everything was going alright. So we finally have some movement here on this incident. Once we come to a satisfactory resolution I will then drop my complaint with them.

Is this ok with you?
Customer Answer
Date: 07/03/2025
Good afternoon. I apologize for not updating you on this complaint. However, this complaint is still ongoing. Please do not close this complaint. My complaint with Costco has NOT been resolved. At this point I have received a quote from an independent contractor to investigate the damages caused by the leaking washing machine. I will be sending that to Costco today and I expect them to pay for it as well as the time that I have missed at work to deal with this matter. The process now has to be that a contractor comes into the area affected by the leaking washing machine and investigates the walls and flooring for mould. Should mould be found, remediation and reconstruction costs will be assessed at that time. According to the licensed contractor, there is a 50% chance of mould under my walls. I do not want me and my family breathing that in. Please put yourself in my shoes. Please re open this complaint.
Business Response
Date: 12/03/2025
This issue has been sent to are insurance company ********* ******* .
Customer Answer
Date: 12/03/2025
Hi there.
Costco is correct that they have sent this to ********* basset which is their insurance company. While I understand that in Costco's regard, this is a matter of "who pays for what", this matter has still not been resolved. And who pays for what is not my problem.
What has transpired here is absolutely egregious. Costco is claiming no responsibility for this whatsoever. It is of their opinion, that because they used a contractor to do the installation, that they are not responsible. They are hiding behind their insurance company (*************************) and using them to have the contractor that did the Installation to admit accountability. (I wouldn't hold my breath there). This is a very shady company. They sent a team that work for them to my home to investigate and said there was nothing wrong. And that my claim was unfounded. I took it upon myself to get a contractor to come and review the spaces that were flooded in my home. The contractor, who is experienced and lincensed) told me the only way to properly review this is to remove the baseboards from the walls and scope the walls. That's just to see if there's mould there or not. They gave me a scope of work and quote for over 900$ that I passed to Costco. They need to pay for this and my lost wages from having to be home to deal with the water leak itself and the aftermath. All the meanwhile, my family and I are waiting for a resolution.

At this time I would request the BBB please keep this claim open until there is resolve. Furthermore, should a resolution not happen very soon, I will be contacting all media groups in my area and sitting in for interviews. I want everyone to know exactly how Costco treats it's members.

I sincerely appreciate the support of the BBB.
Initial Complaint
Date:13/02/2025
Type:Product 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 30-Jan-2025 I signed up for a membership online for Costco. They charged me a fee of $73.45 for this annual membership ($65 plus taxes).Sometime between 30-Jan-2025 and 07-Feb-2025 they cancelled this membership, without informing me of a reason why. Upon canceling my membership they did not refund me the $73.45 charge. I reached out to customer service multiple times, after reaching out 3 times and not answering any questions they told me that they cancelled my membership because my address was incorrect. This makes absolutely no sense. I've lived at this address for 9 years. It is entered in my profile 100% correctly and exactly as per Canada Post guidelines for this address. I even went through an account verification procedure through Interac, where they verified all my details and that verification passed.Despite cancelling my membership, Costco has ignored requests to refund me the $73.45 they charged me. They cannot charge money for an annual membership, cancel it before you can use it, make up an excuse for cancelling it of an incorrect address and then outright refuse refund what I paid.
Business Response
Date: 24/02/2025
The order was cancelled and was not charged. The preauthorized amount was released by Feb 6. We have responded by email and attempted to further assist by phone. The client is refusing further contact from our team. We consider this matter closed.
Initial Complaint
Date:05/02/2025
Type:Customer Service 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 went to Costco yesterday feb 04 2025 evening about 8 pm bought over 20 items. Costco have very safe and efficient checkout policy. Where 2 employees scan your items, cart and all items pass through the employee area and customer is not allowed to carry any item on them while they scan the item. Yesterday when scanning item, the employee missed to scan Lysol wipes pack of 5*110 wipes that has dimension of approximate 1 feet * 2 feet. When walking out with a cart they have 2 employees checking the carts and receipts and found this item not on bill. They stopped me there for more than 15 minutes checking again and again and made me to pay for it. Problem here not that I had to pay for the item, problem is I felt humiliated and tortured in front of all other customers/public. Why customer is humiliated for the mistake of the checkout employee. I have very important points that proves Costo policies are not customer or consumer oriented theiy treat their members like thief.1, when you enter the store, you have to scan the membership card that you pay over 100 a year for membership. Thats when you are called members and allowed to enter the store. 2, members are treated like robbers/thiefs then why they are called members.3, your employes do the mistake and you humiliate your members/customers 4, sorry is not enough for humiliating some one in front of others, 5, the mangers and the company owners are the consumers of other goods as well. No other business in canada I have seen you treat like this. And mover over how the mangers other company owners will feel like if they are treated like this at other businesses.I had requested the dealing employee to call me, gave them my membership number and phone number to contact me no call so far. I am aware the services quality is deteriorating all over canada but I believe business(Costco) have right to decline services but dont have any right to humiliating someone.Looking for possibel sulution.
Business Response
Date: 18/02/2025
Good afternoon,

We have requested that our management team from our Surrey location to contact the member as soon as possible.
Thank you
Customer Answer
Date: 18/02/2025
Hi
I am waiting for response from Costco managers, for the questions i have. they have not addressed it. all they are talking bout is the Costco policies, the one they are pointing about is that Costco has right to search customer and customer and customer belongings while they are on ******************** premises. if this is right where are the rights of human, customer and Canadian citizen. Costo policies does not give any right to humiliate any one. law is there to search and punish any one doing wrong not Costco.
Thanks
naginder

Business Response
Date: 04/03/2025
We have attempted to contact this Member on 4 occasions using both the phone numbers on file, messages were left and no return calls were made by the Member.
Lastly an email was sent to the members address provided, with no response.
Customer Answer
Date: 05/03/2025
Complaint: 22903486

I am rejecting this response because:
i had couple of questions that i wanted answers on and not response received in email sent feb 09 2025.
the questions i had was mentioned in the email. i had sent to them
Hi ****
Thankyou for your email and the most valuable information you have shared.
This information provided above does not state what I have gone through, and how it can be corrected.
Attached is the requested signed document.
*******to continue with my previous questions that have not been addressed.
1, who came up with this procedure and policy where you humiliate someone else for the mistake that he or she has not committed.
2, how many Costco locations within Canada and within the *** have this policy(at exit checkup) applied or implemented.
3, is there any management member who can share their experience, if they have gone through this kind of situation at costco or any other business location in canada or usa.
Waiting for your reply

********* they have called me 2 times only and that is around 7 am in the morning. And my phone is silent at home and mainly sleep time.
******** information requested should be by email.

Sincerely,

******** *****
Business Response
Date: 13/03/2025
This warehouse complaint has been escalated internally. The warehouse manager will be reaching out directly to the member.
Customer Answer
Date: 13/03/2025
Complaint: 22903486

I am rejecting this response because:
I have not received answer to my questions. the form requested to receive my personal information was emailed as well.

Sincerely,

******** *****
Initial Complaint
Date:05/02/2025
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.
Hello We bought a ** refrigerator for Costco for the price of $1050.00 Jan 2023. Recently we have a major issue with the fridge making these Horrible loud noises in the back ,We called Costco and got forwarded to the concierge Department ,My wife told the agent the whole story and said he will have someone contact us back with a answer with in a few days ,1 week passed no call back from no one .so my wife called again and went through the same story as they told her someone was to call us back .meanwhile the fridge is out of the plug all this time just in cases it catches on fire or something else bad to it happens. So we have been eating out costing us almost as much as the fridge purchase plus had to throw out all the fridge stuff ,its had when your feeding a family with kids in these *********** is day 10 and still no one has called to arrange for this fridge to be looked at and fixed I can't believe in all my life that a fridge broke down 2 years after purchase ,when these are supposed to last for ***** years ,I am very disappointed in Costco concierge Department as well as ** for making these cheap un safe Products Please can someone solve this for us we need a working fridge immediately Repair (if its nor a lemon fridge )or exchange Thank you
Customer Answer
Date: 12/02/2025
Hello
I got an email a few days ago stating that we will be contacted the next 5-7 days, we finally got a call 3 days later ,****** who is taking care of the file had a few option for us ,Was to call us back to confirm what we like to do, never called back we are Still waiting. my wife called to see what is going on and the reception says he is out office and does not know when will be back ,this is really dragging and starting to get annoying .we are here sitting and waiting while no one cares that we have no fridge and we have to spend more money to eat out

Can BBB Please step in to get this matter resolved

Thank you
Stefano
Business Response
Date: 24/02/2025
We have forwarded this to the team handling your claim for further assistance.
Initial Complaint
Date:04/02/2025
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 am writing to comment on your ******** brand frozen blueberries. I have googled product & see that it is from the ***Bag does not include: Country of Origin Of note: Sliced Strawberries bag says: Product of Turkey As a proud Canadian, I would ask that you consider Frozen Blueberries be sourced from, preferably Canada, or if not another Country other that the ****Thank you.
Business Response
Date: 04/02/2025
We appreciate member feedback and will forward your suggestion to the appropriate buying team for review and consideration.
Initial Complaint
Date:31/01/2025
Type:Product 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 purchased a PC from Costco for my son for school and gaming. This PC has had issues since we purchased it. Costco offers online 24 hr support and asked to send the pc to their tech shop. We sent the pc and it was returned so called repaired. Their techs remotes into the pc multiple times and still was not repaired. Their techs remotes pc keeps dropping windows 11 and will not work. I have spent days on the phone with there tech team they say they will call me back in 48 hrs with an answer they never do. I spoke with managers at the warehouse they have called the tech support and also received the run around. They keep saying a different department needs to note the file to have the pc returned. We have no idea about this department or how to contact them. The 24 hr tech support is not true as after normal working hours eastern time there is no manager on the team to authorize anything. My sone has not only lost school assignments but also fell behind in grade 10 because of this PC issue and his mental health is struggling. All we wanted was a pc that worked. All my calls are recorded says Costco and I have a ref # but keep getting the run around. This has been a long road as I am military and was deployed a lot so the reason its taking a long time is my career leaving my family.
Business Response
Date: 01/02/2025
We have escalated your request to the appropriate team to review. Someone will contact you next week.
Customer Answer
Date: 02/02/2025
Complaint: 22885296

I am rejecting this response because: I have been told that same response on the phone with the customer support team and the warehouse manager and nobody calls back. This has been going on now for over 3 weeks without out a resolution. Its almost like the biggest run around and road blocks to make a person want to give up.

Sincerely,

**** ******
Business Response
Date: 04/02/2025
We communicated with the member and the issue was resolved.
Initial Complaint
Date:24/01/2025
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.
On August 28, 2021 I bought a ********** 50R61G from a Costco store #*** in ********. The store associates didn't inform me that there is an extended warranty available for purchase online, so, obviously, I didn't know about this option and didn't get it. I also didn't know that **********s tend to fail in 2-3 years, usually soon after the 1+1 year warranty expires, because I trusted the electronics sales associate who recommended this TV.The TV was seldomly used, yet it failed on November 15, 2024 -- black screen, nothing else. I went to the Costco store and was told "your warranty is up, tough luck". I don't believe this should be the response when it comes to major purchases such as TVs: Costco should stand by the product it sells; If the manufacturer is so terrible, Costco shouldn't carry this brand at all. In any case, I would like to receive either a repair voucher, a replacement TV, or a refund. It's up to Costco to deal with the manufacturer of sub-par products.
Customer Answer
Date: 04/02/2025
The company reached out on February 4, 2025. They asked to provide the product serial number via email, and then they will see what they can do to resolve the situation.
I'd like to give them time to work on my case.
Customer Answer
Date: 18/02/2025
The company has reached out and addressed the complaint.
Please close my complaint against Costco Canada as resolved.
Initial Complaint
Date:16/01/2025
Type:Product 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.
Hello, I have purchased a tv from Costco with warranty. The TV is not functioning properly and giving trouble by keeping turning on and off, Ive called Costco to obtain assistance on the matter today on Jan 15, 2025. After some waiting time, First ***** helped me by providing the purchase history and item id and transferred me to concierge department. After another waiting period, the man who answered the call only helped me by directing me to unplug the Td and turn back on again. He said this is all the trouble shooting that he can do. Im torn by his attitude and asked him anything else he could help with and got refused. I felt the service is no where close to what I remember Costco to be, so I asked him to provide me an ID to this recorded phone call and got refused again, saying it doesnt exist. I followed up by asking for his employee or staff id and he said he doesnt have any. As stressful as I could possibly be, I asked him to transfer the call to his colleague or his manager, he said he doesnt have. Again. Without any notice, he hung up on me by transferring me to a random place where nobody is answering the call. After another long wait, it pops some recorded messages from **, the tv manufacturer.Who are those concierge staff. .?is it made up by one man team who doesnt have colleagues or leaders?Regardless of all the improfessio al conversations, the Costco team leaves a loyal customer since 2015 with a broken tv
Business Response
Date: 16/01/2025
The television is no longer under warranty. We sincerely apologize for our inability to offer a resolution.
Initial Complaint
Date:13/01/2025
Type:Sales and Advertising 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 Jan 6/2025 we went to Costco at ****************** to look at engagement rings. They had to call a store manager as it was high end jewellery. We picked out a beautiful ring based on the managers suggestion for $4299.99 0.07CT . Since my fianc had already bought me a ring we left to go get the ring to return and take out the cash. We came back and I told the Costco worker which ring I wanted to buy. I was told to take a picture of the ring (which I have) and bring it to the cashier as you arent allow to walk over with ring due to the price. I paid for the ring and got the receipt. A worker came over with the ring and confirmed it was the correct one. She then directed me to the back room where they kept the certificates. She was having a hard time finding it and then found it and the picture didnt match. She advised me the price was wrong and the ring that I actually wanted to buy was $8,500 2CT. I said I was not paying that and it wa their mistake they should honour the price. Im extremely upset as I had already returned my other ring as well. I am really hoping you are able to help us. I would like them to honour the original price we paid for the original ring we wanted.
Business Response
Date: 13/01/2025
Good afternoon,

Please note we have escalated this complaint to our local Costco for resolution.
Thank you

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

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