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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:24/01/2025

      Type:Service or Repair 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.
      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:
      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.
      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:
      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.
      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 

    • Initial Complaint

      Date:03/01/2025

      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.
      I went into a Costco warehouse to purchase a washer dryer combo in Dec 2024. The set I wanted was advertised in store for $1979.99 and clearly stated on the advertisement was Only available on ***********************. ******* 3-piece Bespoke black stainless steel front load laundry suite. When I went to *********************** to purchase the items. It was $100 more than the advertised price. Online price was $2079.99. According to Canadian law Section ***** of the Competition Act, prohibits the sale or rent of a product at a price higher than its advertised price. I have already purchased the items online on Dec 4/24 and now Im requesting that I be reimbursed for the discrepancy between the price I paid and the advertised price. I realize that Costco warehouses and Costco online do not price adjustment between the two But in this case there was no option to purchase in store but an online purchase option where the advertised price for online was incorrectly marked. The warehouse should be advertising the correct online price if it is only available for purchase online. Therefore I would like that price that I saw in warehouse honoured. I have already spoke to managers at the warehouse and also *********************** and was denied and also each one of them trying to deflect the matter to the other instead of giving a solution. I hope youre able to rectify the issue Thank you for your time.

      Business Response

      Date: 03/01/2025

      We have escalated your request with the online department for review. Someone will contact you in 2-3 business days. 

    • Initial Complaint

      Date:30/12/2024

      Type:Sales and Advertising 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 Overlea location approximately a week maybe two ago. I attempted to make a purchase, but the cashier incorrectly claimed my membership had expired and refused to process my transaction. Despite my membership being active until August 2025, the manager was dismissive and instructed me to go to the membership desk, causing unnecessary embarrassment. I kept a neutral tone as I was more confused then anything. A kind gentleman behind me offered to scan his membership card so I could complete my purchase, I decided it was best to abandon the purchase - when I got home I checked and confirmed my membership was infact active... I've never had an issue at this Costco before and I know its a busy time of the year, and people are tense but why take it out on the customer...

      Business Response

      Date: 31/12/2024

      Thank you for sharing this experience with us. We have forwarded it to the appropriate management team to contact you.

    • Initial Complaint

      Date:29/12/2024

      Type:Sales and Advertising 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.
      So during Black Friday prices for a digital ps5 on the Costco website and in store was 619 with a game and extra controller. On December 14 the governments *** relief program kicked in and lo and behold Costco along with all other retailers like ******* and GameStop jacked up their prices for the console to well over $700. How can this be allowed? Companies are profiting off of what was supposed to help families. Absolute corporate greed. Its utter bs and something should be done

      Business Response

      Date: 30/12/2024

      We tried to contact you to discuss your inquiry. Please note that Black Friday sale prices are unique to that specific event. The base price of the bundle is still competitive with the pricing prior to Black Friday sales, however, members can now benefit from the GST/HST relief. 

      Customer Answer

      Date: 30/12/2024

      Complaint: 22742572

      I am rejecting this response because:

      While I understand the prices for Black Friday were what they are afterwards your prices went to 639 without a game but with a 2nd ***********  The photo I have attached was taken on the Costco website on dec 29 but when I check out with a game the price jumps up $100. Why? I understand you think your prices are competitive but it seems every store has done this.  

      Sincerely,

      ***** ******

      Business Response

      Date: 02/01/2025

      Good evening, 

      We have escalated this matter to our ********* leadership team for resolution.

      Thank you 

    • Initial Complaint

      Date:21/12/2024

      Type:Sales and Advertising 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.
      Hi,We purchased a shower enclosure from Costco ******* in October, through our bathroom installer (as I needed them to pick it up from Costco to bring to my house to install it), & we were billed for $700 (the regular price). In November, we noticed that the price for this shower enclosure is presently reduced to $499.97. We contacted Costco online for a price adjustment since it was only the following month at the time, but was given a generic auto-reply to contact the store.We eventually phoned the store as well as checking our local Costco in person, and both said we'd need to find the shower enclosure again in stock before getting a price adjustment. At the time when we saw the enclosure in November, it was in stock, but by the time we jumped through all these hoops to find out how to price adjust, it wasn't. We also contacted the contractor, but was told that receipts are thrown away after a project is completed.I'm sure you'll agree that it's extremely frustrating when one pays the full price for a big item, & it's discounted in a few weeks; since the purchase was early Oct., would you kindly consider doing a price adjustment?Thank you.

      Business Response

      Date: 22/12/2024

      We will have a member of our team reach out to you. 

    • Initial Complaint

      Date:12/12/2024

      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 attended Costco in **** today December 12, 2024, as an executive member for the last 15 years. There are wind gusts of up to 80 km/hr today, and it is -6 without the wind chill. I went to pump gas as I normally do, and the gas nozzle has a function that you can click it onto the pump function and leave it so you dont have to hold it, it has safety functions so it doesnt malfunction and it stops pumping when full. Due to the extreme cold today, I put the pump into my car, paid and got into my car to wait until it was finished. To my surprise a gas attendant came to my car and banged on my window like I was committing a crime. I opened the door, and she said you cant leave the gas nozzle pumping unattended. Now I am no rocket scientist but I dont consider it to be unattended if I am sitting not 2 feet away and I can see it in my mirror. I asked her where does it say this? I have been going to Costco personally, and with my mother for the last 20 years and I have never been told this. So she showed me on the pump where it says the pump cant be left unattended in small print. I told her I didnt see that, and it is freezing out I have never been told this. She then said maybe you should be dressed more appropriately for the weather? In an extremely rude tone. I have a winter parka on and winter boots with long pants. How am I not dressed appropriately. So I said I am sick of this terrible customer service. And rude service, I would rather have a refund for my membership this isnt worth paying a membership to be harassed. She then said the Costco membership is a privilege. I told her off and asked for her manager, I asked for her name and she said she didnt need to tell me. But I saw her name tag was ******. She then printed my receipt and read my receipt. Then the manager **** came out and justified everything she said. Did not apologize, did not say anything she said or did was wrong. I want the membership to be refunded and cancelled, for the distress caused.

      Business Response

      Date: 12/12/2024

      We have forwarded this to the appropriate management team to contact you. 

    • Initial Complaint

      Date:11/12/2024

      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.
      Purchased two of the same rings at separate times. Both rings have lost a 0.02** *******. This is a very simple resolution, they can pay to fix it, exchange it or refund it and Costco will do none of the above. I am a loyal customer with ******************** and just want my rings repaired at the least!

      Business Response

      Date: 12/12/2024

      Our team is in communication with the member to come to a resolution.

    • Initial Complaint

      Date:07/12/2024

      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.
      Complaint Regarding Defective Basketball Net Purchased Online from *********************** I am writing to file a formal complaint against Costco Canada regarding a bad quality basketball net I purchased from their website, ***********************, for $677.99. Unfortunately, the product has proven to be of poor quality and poses significant safety risks.The basketball net, despite being installed and used as instructed, unexpectedly fell and broke on my driveway. This failure not only rendered the product unusable but also created a hazardous situation, as the heavy and damaged components could have caused serious injury.I contacted Costco to request a full refund due to the product's defect and associated safety concerns. However, they insisted that I return the item to proceed with the refund. Given the item's considerable weight, its damaged condition, and the potential risks involved in handling it, returning it is not feasible or safe.I believe that Costco should prioritize customer safety and satisfaction by issuing a full refund without requiring the return of this defective product. Their refusal to accommodate a safer resolution is unacceptable, I kindly request the BBB's assistance in resolving this matter. I seek a full refund of $677.99 for this defective and dangerous product. I also ask that Costco revisit their return policy for damaged and hazardous items to ensure the safety and convenience of their customers in the future.Thank you for your attention to this matter. Please let me know if you require any further information or documentation to process this complaint.Sincerely,

      Customer Answer

      Date: 18/12/2024

      Good morning,
      Thank you for addressing my complaint.
      I wanted to update you that Costco has contacted me and arranged for a carrier to pick up the damaged item. They have promised to issue a refund once they receive it.
      I will update you once I have received the refund.
      Best regards,

      Business Response

      Date: 16/01/2025

      Issue has been resolved with the member.

      Customer Answer

      Date: 16/01/2025

       
      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,

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

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

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