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

  3180 Laird Road Mississauga, ON L5L 5P8

• 

  Costco Wholesale Canada Ltd. HQ

  2853 - 32 Street NE Calgary, AB T1Y 6T7

• 

  Costco Wholesale

  6700 Island Hwy N Nanaimo, BC V9V 1K8

• 

  Costco Wholesale Canada Ltd. HQ

  1075 St. Albert Trail St. Albert, AB T8N 4K6

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:07/12/2024

  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.

  We had an appointment on Dec 7, 2024 at 12:45pm, I got to the location at around 12pm just to be in the safer side or I thought, I would get this done and finish my day so I can relax. Its 4pm they took my car in and they are still trying to work no it, what kind of service is this where is the respect? I am very disappointed and very upset the way I have been treated by **** the manager which he told me, dont worry it will take more then 2 hours and how many 2 hours has passed by? Can **** just tell me, I am not a good manager and I am not able to track my work and cant lead a team l! I would like to have the CEO or ********** of the president to call me, I am not happy about this. Hire more people so if one or two is sick you can call those to finish the job. This is a nightmare.

  Business Response

  Date: 12/12/2024

  We will have someone from our team reach out to assist. 

• Initial Complaint

  Date:04/12/2024

  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 placed an order online through ******** for two items. It seems that the first of two packages was sent via *** a few days later, when the driver attempted to deliver the package, he called me through my buzz code and I let him in and advised him where the package was to be delivered.The driver refused to deliver the package, instead it was caught on security surveillance that the driver intentionally smashed the package on the ground and kicked it towards his vehicle, then threw it into his truck and left. The comments on the tracking information notes that the wrong apartment number was given, which is not true at all.I complained to both *** and Costo. Costco is refusing to replace the products ordered and has refused to refund back to my card and to provide me with another $40 discount code which I am entitled to as part of purchasing their membership and not receiving this order.The costco staff are beyond rude, they used racial remarks towards me and refuse to communicate over the phone, constantly hanging up and not replying to emails.I've asked them multiple times to escalate or direct me to their legal team and they refuse entirely.

  Business Response

  Date: 05/12/2024

  The member used another person's membership to place his order on ***********************. It is important to note that our memberships cannot be transferred, as clearly stated in our terms and conditions. However, this issue has been successfully resolved with the assistance of the *********************** team. In order to express our goodwill, the member has been offered a $50 shop card. Additionally, we have provided them with a promotional code to be used for their future purchase.

  Customer Answer

  Date: 05/12/2024

   
  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:29/11/2024

  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.

  Two main issues:1) ****** to tire services. Came in after ordering winter tires for my vehicle. I was advised by the Costco advisor to buy tires of a specific size. It was the improper size. These were returned, but the tire department lost my lock key for my tires. This was on November 18th. I was supposed to have a call back from the tire department manager. I called them back on the Thursday. ****** and ***** called back for more information, but they weren't the manager and advised me I would get a call back. I still haven't heard from him. I called the Costco 1800 number on Thursday November 28th and they said they would get them to call me back, but I am still waiting. I had to go to the *** dealership to purchase a new key and I went back to the warehouse, but was unable to see the person I had originally who had promised a reimbursement / compensation.2) I purchased gift cards on November 11th through ***********************. They were supposed to be shipped. I still haven't received them. I called this week in order to follow-up. The person I spoke to kept me on hold for 15 minutes, then hung up on me. She didn't call me back. I called back on November 28th and was told that they would send me codes, but that I would have to go in person to the warehouse in order to obtain the physical cards. I asked for alternative options since I didn't want to have to go in person - the other option would take a lot longer to receive. I went in to the warehouse and wasted 1.5 hour there. The persons said they couldn't add the codes to card. They made multiple phone calls with no solution. I called back the call centre and they didn't know how to do it. I came back home and received a call this morning saying the offer they proposed is no longer possible.*I will be outside of the country until December 7th and won't be able to answer until then.

  Business Response

  Date: 02/12/2024

  Good morning, 
  
  We have forwarded the member concern to the local Costco warehouse for resolution. 

  Thank you 

   

  Customer Answer

  Date: 07/12/2024

  Complaint: 22618306
  
  I am rejecting this response because:

  The issue regarding my experience with the telephone central for the gift cards is not linked to the local warehouse.  It will not be resolved by them.  The person tho whom I had spoken gave me false information and couldn't provide a resolution.
  
  
  
  Sincerely,
  
  **** Shoppoff

  Business Response

  Date: 14/12/2024

  The member has been contacted and issues have been resolved.

  Customer Answer

  Date: 16/12/2024

   
  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.  The gentleman who called me (*******) was exceptional!  I really felt heard and he proposed a great resolution.  It's a shame that my experiences with ****** and the other gentleman were not up to par, but ******* was excellent.
  
  Sincerely,
  
  **** Shoppoff

• Initial Complaint

  Date:22/11/2024

  Type:Product 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.

  The issue concerns how Costco's customer service and supervisor on the phone and in-warehouse handled the problem and treated us unfairly. This was regarding a ********** we bought in 2024. It was showing problems, like glitches and freezing, it had been over 3 months just around 4 months past the return date. So we contacted customer service in-warehouse, and they also said the same thing that it has been over 3 months since the return period, but we asked if they can ask the supervisor to consider a return and they said yes, we asked them do they need any other information from us and they said no, later we receive a call saying they will even write an email explaining the issue, so we don't need to reiterate. That was the communication over the phone. The above issue followed in-warehouse where another supervisor was working that day and they told us a different story and said no we can't return the TV since they said we returned it before, which we did not and treated us unfairly. But, it turns out that they accepted the return, but banned us from returning electronics. These were their reason, first, you returned electronics from 2016 when your membership started, but our membership started in 2018 and their return policy allows return within three months, which we did not violate in any way previously or now when the store accepted the return of the TV, second saying you returned the mentioned TV when we did not and blaming us by saying it was not purchased at that the specific Costco when it was since later they accept the *********, they returned the TV and refunded us on the condition that we were banned from returning electronics. The treatment was unfair with an unfair solution and blaming us when they could ask for or check the information for anything before the return, and we have contacted Costco about this issue, but have not heard back. The start of the issue is Oct 23rd, 2024.

  Business Response

  Date: 23/12/2024

  Our sincere apologies for any mistreatment that occurred. We have escalated this to the appropriate management team to contact you.

  Customer Answer

  Date: 23/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will wait for their reply since they have not reponseded, when we directly contacted them, which was over one month ago. And that was when we contacted BBB.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:18/11/2024

  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.

  Let me start with the fact that I love Costco and I love Costco business Center in *****************************************. Have been a shopper since they opened Over the years Costco business Center tried to entice every Costco member to try ordering onlineoffering coupons here and there. Being a budget shopper (husband is on disability and I work part time for health reasons), I have been reluctant to order a large amount of food and also the price in store is few bucks cheaper for identical item. The latest ad promised a 100 shop card for $500 purchase for new customers only. When my favourite wings went on great sale, I finally pulled a trigger. I took a morning off waiting for delivery (very nice delivery drivers, btw and prompt) when I checked on everything, there were no wings! When I checked my email, the invoice that was sent short time before the delivery occurred indicated that the wings were out of stock (they were in stock on Friday when I preordered! ) and now that my order was less than $500, there was no shop card for that order. I understand that things happen, but how come nobody phoned me that my order changed dramatically? I would have not had it delivered or I would have ordered something else instead to still hit my $500 mark so I can get a $100 shop card. I just could not believe it. In frustration, I went back to the store and returned it all. Now I no longer qualify for first time promotions and no longer have a chance for a $100 shop card. I had to grocery shop elsewhere. Very upset with lack of communication and dont want this to happen to other customers. I believe management of that location wants the best for the customers, but the online ordering system was a fail ur for me today

  Customer Answer

  Date: 22/11/2024

  I would like to let BBB know that the business contacted me with acceptable resolution and I am ready to close the case. Thank you! 

• Initial Complaint

  Date:16/11/2024

  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.

  Costco GE order ********** I ordered a GE washer and dryer set and experienced numerous problems with the delivery company (*****). The delivery was scheduled between 2:10-5:10pm on Nov 15. They called at 12;02 pm to inform me they will arrive within the hour. Instead of showing up within the hour they didn't show up until 2:30pm Not sure why they called to let me know they will be early whey they didn't did show up within the hour. I had to cancel errands I had planned as I thought they would show up 1:02pm. When they arrived, they refused to installed the washer dryer set as they told me I need to hire a plumber to ***lace the water connectors. They abruptly left and did not install the washer set. I had no choice but install the washer dryer set myself. As a person in my senior years, it was a challenge for me to move the appliance closer to the water connector and also the dryer vent. It took me over two hours to successfully connect everything. After it was connected I tested the washer, dryer and confirmed that everything was fine and there was no need to hire a plumber to ***lace the water connector. I have purchased appliances from ********** and ***** in the past and never had any problems with delivery issue or installation issues. For this purchase I decided to choose *********************** as I read about the white glove service. There was NOTHING white glove about this service and I won't be ordering any more appliances from Costco and I cannot recommend *********************** to family and friends. I called *********************** after I finished moving and installing the washer set myself to file a complaint. I was informed that I will received Costco gift card via email but did not receive any confirmation as to when I will receive it. Overall I am very unhappy with how Metro delivery handled my delivery and also how the Costco customer service *** handled my concerns.

  Business Response

  Date: 17/11/2024

  We have shared this with our *********************** team for review. 

  Customer Answer

  Date: 17/11/2024

   
  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:15/11/2024

  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.

  I recently encountered an issue with the Wireless Kiosk at Costco located in downtown ********* (************************************) regarding a promotion advertised for a $200 Costco Shop Card. The promotion, as advertised, did not clearly state in the terms and conditions that eligibility for the Shop Card is limited to specific types of Costco memberships (e.g., Executive Membership).The advertisement gives the impression that the bonus Shop Card is available to all customers who meet the general requirements, but upon visiting the Wireless Kiosk at the downtown ********* Costco (*************), I was informed that only certain membership levels are eligible. This important restriction was not disclosed in the promotional material or the terms and conditions available online, leading to misleading advertising.This lack of transparency resulted in significant confusion and inconvenience, as I had planned my purchase based on the advertised promotion. I believe this constitutes a case of false advertising, and I am requesting the business to provide clarification, update their promotional material to reflect accurate terms, and ensure compliance with advertising standards.Desired Resolution: I would like the Wireless Kiosk at the downtown ********* Costco to honor the promotion as advertised or provide adequate compensation for the inconvenience. Additionally, I request that the promotional terms be revised to accurately include all applicable restrictions to avoid misleading other customers.

  Business Response

  Date: 26/11/2024

  Issue has been resolved.

  Customer Answer

  Date: 26/11/2024

  Complaint: 22564028
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ******* **** *****

• Initial Complaint

  Date:14/11/2024

  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 November 1, 2024, I ordered two ******* 55" 4K UHD OLED TVs from Costco (item #*******), receiving a confirmation and an estimated delivery date of November 5. However, on November 4, I received a cancellation notice stating the item was out of stock, and the listing was removed from Costcos website.Typically, Costco displays out-of-stock items, yet this TV model was removed entirely. I still see the item in my mobile app cart, though I am unable to proceed with the purchase now as the "item is unavailable". This unorthodox approach to handling my order has raised concerns, as other out-of-stock ******* TVs remain visible on the website. Costcos customer service could not confirm how many orders were fulfilled for this model, and their lack of transparency has eroded my trust with Costco.Costco representatives mentioned that the TVs might return in stock, so there I am requesting that Costco fulfill my original order or provide TVs of exact same or higher specifications. Now as a customer I am unable to find the same TVs for the price that Costco offered and confirmed. Alternatively, I request the funding including taxes to purchase the TVs at another retailer of my choice. Please refer to the attached PDF file which includes a detailed account of what occurred.

  Business Response

  Date: 15/11/2024

  Sent the complaint to the *********************** team for review.

  Customer Answer

  Date: 21/11/2024

  Complaint: 22559218
  
  I am rejecting this response because, Costco reached out to me after receiving the BBB complaint notification and has declined to resolve my issue.

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

  Business Response

  Date: 21/11/2024

  
  We have discussed our position with the member and explained Costco's stance. The member is not required to agree with how we operate our business.

• Initial Complaint

  Date:13/11/2024

  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.

  Issue Summary: Unable to Use $2000 WestJet Air Credit Due to Costco **************** Dispute Booked Costco travel package from ******** to ****** Booking Date: August 15, 2024 Departure Date: September 25, 2024 Return Date: September 30, 2024 Costco Travel Confirmation Number: A447399106 Flight Confirmation Number: KZQOPF Hotel Confirmation Number: ******** Total Package Price= CA $ ******** Base Package Price=CA $ ******** Taxes and Fees=CA $ ****** Booking Cancellation: On September 9, 2024, I canceled a travel booking through Costco Travel due to a medical recommendation not to travel during my first trimester. Before canceling, Costco Travel customer service confirmed I would receive a package refund and a $2099 WestJet air credit valid for any future flight bookings within 13 months (until October 25, 2025).Attempt to Use Air Credit: On October 24, 2024, I contacted Costco Travel to use the air credit for a new flight booking. Costco advised me to contact *******, stating they would assist with the credit. However, upon contacting WestJet, I was told they could not help since the booking was made via Costco.Repeated Attempts for Resolution: I called Costco Travel again multiple times. Each time, they redirected me to *******, even providing a different booking number. However, ******* continued to refuse assistance, insisting that only Costco could manage the credit.Escalation to Supervisor: I eventually spoke to a Costco Travel supervisor, ******, who reassured me that the air credit could be used for a new booking. He promised to follow up after checking with the internal team, but I never received a return call. Despite repeated follow-up attempts, I could not reach ****** or any other supervisor.Outcome: I am currently unable to use the $2099 WestJet credit due to conflicting responses from Costco Travel and *******. I've spent hours on hold and speaking to representatives from both companies with no resolution.

  Business Response

  Date: 18/11/2024

  We are still trying to contact the member to find them a satisfactory resolution.
  
  
  We attempted to call ***** at the number she provided, and were not able to reach her. She does not have a voice message set up so we were unable to leave a message. We've sent an email to the address we have on file to get more details about when they would like to book so we can work with the member and ******* to resolve the issue.

• Initial Complaint

  Date:06/11/2024

  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.

  I purchased some flush mount lights that were on sale and I was charged tax on the original price and not the sale price. I have never ever purchased an item on sale and paid the taxed for the full price of the item in my life. This is how is it on receipt original price ***** discount ***** so new price is 9.99 so I purchased 2 at 9.99 but was taxed ***** which is for the original price?? I went to the customer service desk and they said this was normal. I was shocked. I said I would be looking into this. The first receipt is mine and the second one is my mom's. We are very shocked and disheartened by this.

  Business Response

  Date: 09/11/2024

  The member was contacted by the warehouse and their inquiry was addressed.