Business Profile

Incorporation

Costco Wholesale Canada Ltd. HQ

Headquarters

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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.

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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:13/09/2024
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.
The complaint is for *********************** customer service at ***************) supervisor name: ***** *. Installation person: ***** ******** at *************) .I paid $1694.99 on August 27, 2024 at *********************** website to buy (Order# **********)which included dryer&washer, delivery service on September 11, 2024, and installation service on September 11, 2024 and 2 years warranty according to Costco advertisement.However, On September 11, 2024, they didn't finish the installation for me. I already let *********************** customer service know my situation at first place. Up to now, they still didn't come to finish the installation for **** need BBB's help. My requests are the following:1. *********************** should finish the installation for me as soon as possible according to their promise.2. From today (September 13) counts, for every one day delay, I need *********************** pay me 1/10 of total amount $1694.99, which is $169.499 per day for my damage.Thanks,********(*****) Kong
Business Response
Date: 13/09/2024
This is actively being addressed by our *********************** Ecommerce team.
Customer Answer
Date: 18/09/2024

Complaint: 22281131

I am rejecting this response because:
Costco installation person finally came to my home this morning(September 18)from 8:55am to 9:16am finished the installation. I request Costco to pay me 5 calendar days damage(September 13 to 17). $169.499 per day. 5 calendar day are total $847.50.
Thanks BBB for help.

Sincerely,

Xiaochun (*****) Kong
Customer Answer
Date: 19/09/2024
*********************** 's dishonest behaviour and several delays in installation service consumed my time and energy. The issue has shaken my confidence in services which is provided by ***********************. Going through BBB, I am asking *********************** the following:
1. I'm asking *********************** to add two more years warranty for my dryer&washer. So the total warranty is from 2024/09/17 to 2028/09/17.
2. I'm asking *********************** to apologize to me via email.
3. I'm asking *********************** to find ways to improve their service.
Thanks,
Xiaochun(*****) Kong

Business Response
Date: 20/09/2024
This has been resolved.
Initial Complaint
Date:13/09/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally complain about the unprofessional and distressing experience I had at the Costco Wholesale location in **** (***********************************). As a loyal Costco customer who recently upgraded to an Executive Membership, I am deeply disappointed by the behavior of your employees and the overall mismanagement at this location.Despite multiple follow-ups, I have not received the exclusive Executive Member discount coupons promised by your membership team. When I visited the store to address this issue, I was rudely intercepted by an employee named *****, who questioned my intentions and demanded to see my membership card, even though other customers were not subjected to the same treatment. His condescending and accusatory manner was insulting and unjustified.When I attempted to discuss my concerns with the membership desk, ***** and another employee, Rayana, confronted me aggressively, demanding that I delete a picture I had taken of Kevons employee badge. Their behavior was intimidating and unprofessional, as they invaded my personal space and refused to leave until I complied. The situation escalated further when the Assistant Store Manager, ****, made a mocking and inappropriate remark, further exacerbating the distress caused by the employees.This experience was mentally exhausting and entirely unacceptable. The level of rudeness, incompetence, and lack of customer service skills displayed by your staff is alarming. I request immediate action to address this situation, including a formal apology and assurances that steps will be taken to prevent such incidents in the future.I look forward to your prompt response and resolution.
Customer Answer
Date: 25/09/2024
Hi,

The desired outcome would be a formal apology in writing from the Costco *************** and them confirming their commitment to train their employees in professional etiquettes and customer service.

Thanks,
Rahul
Customer Answer
Date: 25/09/2024
Hi,

As I think of it I feel besides the Apology, Costco Ajax should give us some Store credits or reimbursement our membership fees for the bad customer experience we had. I feel this is better desired outcome.

Thanks,
Rahul
Business Response
Date: 26/09/2024
Good afternoon,

We have escalated the member complaint to the warehouse management team for resolution.

Customer Answer
Date: 26/09/2024

Complaint: 22279300

I am rejecting this response because: they haven't provided any substantial outcome besides stating they have escalated it. I even tried calling Costco *************** and they didn't respond. Not happy with the resolution.

Sincerely,

***** ******
Initial Complaint
Date:10/09/2024
Type:Billing 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 had a $60 voucher applied to order #**********. However, Costco canceled 2 packs of toilet paper from that order, which reduced the voucher value to $41.37 (plus tax), resulting in a loss of $18.63 (plus tax).I've reordered the 2 packs of toilet paper under order #**********, but this new order incurred a $6 Costco Grocery small order surcharge.Please refund the missing $18.63 voucher value on order #********** and cancel the $6 surcharge for this replacement order. Thank you
Business Response
Date: 11/09/2024
This complaint has been shared with our ********* team for assistance.
Customer Answer
Date: 11/09/2024
I was clear in my complaint that the missing amounts were $18.63+taxes and $6+taxes. Costco now decided to refund both amounts but not the taxes. What a waste of time!
Business Response
Date: 12/09/2024
We are currently trying to contact the member to provide a resolution.
Customer Answer
Date: 18/09/2024
No update as of 09/18/2024.
Business Response
Date: 18/09/2024
We have shared this feedback with our ********* team to contact you for further assistance.
Customer Answer
Date: 23/09/2024
I have now received the same message twice, but still nothing was mentioned about the taxes.
Business Response
Date: 25/09/2024
We are trying to contact the member and provide a resolution. However, the phone number is not in service therefore, we've emailed the member and are waiting for them to respond to us.
Customer Answer
Date: 03/10/2024
Since the last update, I was promised a refund of half the amount, but it hasn't been processed.
I am still expecting to receive the tax refund for both amounts.
Initial Complaint
Date:08/09/2024
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.
Bought an appliance package from Costco. ******* issued a recall due to burners turning on despite being locked. Contacted Costco per *******s instruction for replacement and Costco says not their problem, to call *******. My stove needs to be replaced.
Business Response
Date: 10/09/2024
Our Ecommerce team has provided resolution.
Initial Complaint
Date:08/09/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against Costco ******************** , regarding the sale and installation of tires with an incorrect load index, which has led to significant damage to my vehicle's rims.Location of Purchase and Installation: Costco, ************************************ Issue Detected At: Costco, Plano, ***** Description of the Issue:Incorrect Load Index: I purchased winter tires from Costco in ************************************, where they were recommended and installed by Costco technicians. Costco ********, discovered that the tires had an incorrect load index, which does not meet the specifications required for my vehicle.Damage to Rims: When I attempted to have the tires installed at a Costco location in *****, *****, I was informed that the installation could not proceed due to the incorrect load index and that my rims were already bent. This was contrary to the assurances given at the time of purchase and installation in Canada.Failure to Adhere to Guidelines: According to ***********************, *********** technicians are supposed to install only those tires with a load index equal to or greater than the specifications listed on the vehicles placard. Costco failed to adhere to this guideline, leading to the damage of my rims, which cost over $2700.00 CDN.Response and Resolution: Costco has since sent me new tires to correct the initial mistake. However, I am seeking compensation for the damage caused to my rims, as the issue resulted directly from Costcos failure to follow proper tire specifications and installation practices.Desired Resolution:I am seeking compensation for the damage to my **** rims, which were significantly impacted due to the incorrect tire load index. I expect a prompt resolution to address the financial impact of this error.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue promptly.Sincerely,Vikram
Business Response
Date: 18/09/2024
We have shared this with the ************ location to review and follow up with the member.
Customer Answer
Date: 19/09/2024

Complaint: 22256039

I am rejecting this response because:
I have been tying to get *********************************** help for months with no resolution. The know all the facts and their liability which they accepted 100%.

Sincerely,

****** *****
Business Response
Date: 19/09/2024
The warehouse is working closely with the member to find a resolution.
Customer Answer
Date: 20/09/2024

Complaint: 22256039

I am rejecting this response because:
Costco Plano refused to do winter tire swap because the tires Costco sold me were wrong specifications and they also installed them.
There is a warning on ***********************
For your safety, Costco *********** technicians will only install tires with a load index equal to or greater to the
information listed on placard.
Heres how the incorrect load index can affect the rims:
Increased Stress: Tires with an incorrect load index may not adequately support the vehicles weight. This improper support can place excessive strain on the rims, potentially causing them to bend or warp over time.
Uneven Forces: Incorrectly rated tires can result in uneven wear and abnormal handling characteristics. These issues can place abnormal forces on the rims, contributing to potential damage.
FYI: *** from Costco ************ did contact me.
I am waiting for them to send me some forms to fill. Which I dont understand because they have all the information they need to resolve this problem.
Sincerely,

****** *****
Business Response
Date: 20/09/2024
Weve been working with this member to resolve his issue. He provided some pictures of the damages he mentioned, but they do not clearly show any issues. We have asked for additional photos, and once we receive them, we will forward everything to our insurance adjuster, ********* *******.
Customer Answer
Date: 20/09/2024

Complaint: 22256039

I am rejecting this response because:

FYI: I do appreciate Costco to help me , I provided them these pictures as they requested by removing the plastic cover. The pictures does show damages.
they can just send me a refund as promised by COSTCO to take care it almost a year ago.

they send me a form to fill for their insurance company but I cant print it .
its really faded form.

Sincerely,

****** *****
Business Response
Date: 24/09/2024
This is now with the insurance adjuster ********* *******.
Customer Answer
Date: 24/09/2024

Complaint: 22256039

I am rejecting this response because: No one till date has contacted me from he insurance company ..********************************* knew this issue since last year and Feb 2024 I informed COSTCO Canada and Costco ************ about the rims damages which COSTCO employee at Plano Tx is the one who discovered and informed me.
. Their head office told me they will take care of it then they changed and emailed me that COSTCO ************ will have to reimburse me for the ******
I bought these TIRES from COSTCO in good faith, but due to their negligence they damaged my ************* RIMS .
I am a 24 years member with Costco..
I appreciate that Costco stoney creek is being responsive after almost 6 months of wait..
Sincerely,

****** *****
Business Response
Date: 25/09/2024
This has escalated to ******************************* the insurance company.
Customer Answer
Date: 25/09/2024

Complaint: 22256039

I am rejecting this response because: The liability is on Costco ************************** . I am waiting to hear from their insurance company.

FYI I got a quote for the rims from **** ******** dealership :
Good afternoon,

As per our conversation, I have attached a copy of your 2014 work order for winter wheel package installation.

The current price for per wheel is $593 plus taxes :

I hope this is helpful to you,

Best regards

Parts Consultant
**** ********
******************************************************>Tel: *********************
Costco can resolve this today and send me check for $2680.36 including taxes for 4 rims/wheels and I can move on.. This is FAIR , I am not asking anything else for the time lost and harassment that I endured due to COSTCO.. I had to spend months and days over the phone, 1st ************************* tried to cover things up and when I shared with them COSTCO OWN policy about not installing tires with wrong LOAD INDEX then they had no more Excuses and they send new tires to Costco Plano. I was promised refund for the **** by their managers but nothing is done about it.
Sincerely,

****** *****
Customer Answer
Date: 27/09/2024

Complaint: 22256039

I am rejecting this response because:
I am reopening the complaint due to ongoing issues with the business that remain unresolved. The insurance company has been uncooperative, as they have not been responding to my emails or calls. When I did manage to speak with someone, they directed me back to Costco without providing any assistance, leaving me without a satisfactory resolution.

I appreciate your support in this matter and look forward to your guidance on how to proceed.

Best regards,
Vikram
Business Response
Date: 29/09/2024
We have forwarded your concerns to the warehouse team for further review. We thank you for your patience as we continue to investigate.
Customer Answer
Date: 02/10/2024

Complaint: 22256039

I am rejecting this response because: it has been almost a year and still I am dealing with this issue caused by costco. I havent heard anything from their insurance company or warehouse in ************.

Sincerely,

****** *****
Initial Complaint
Date:29/08/2024
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.
A senior member of Costco for 7 years writes this review with great anger and humiliation. I was treated and discriminated against in a crazy, rude way at Costco in ******** this afternoon. I will not renew my membership after it expires, and I will never step foot in this store again. Although they have many complaints, they have not dealt with it and do not care about losing a member.When I checked out this afternoon, I told the cashier ***************** that I wanted to split the bill into two. He asked if the child next to me was a member, and I said no, he was just a student. ****** said that according to Costco policy you cannot split the bill. I told him that one of my bills was for buying things at home, and the other was for purchasing things at my company. He glared at me fiercely, and a male customer with glasses in the queue behind him also helped me tell him that he could split the bill. At the same time, the male customer told me that you can go to another counter to check out. He didn't seem right. ****** said "I'll check you out" and started scanning, and then slammed each item on the counter. When he scanned the membership card for the second time, he pointed the scanner at my face fiercely, and people around him looked at him with strange eyes. After scanning the membership card, he threw it far away. If it wasn't for the edge of the counter, the membership card would have flown farther. I angrily asked him why, but he not only ignored me and took my check without giving me change, but also started to serve the next customer. The female assistant next to him witnessed all his actions and reminded him twice to give me change, and he gave me the change reluctantly. I immediately complained to the manager, and two managers received me one after another. I asked them to check the surveillance to verify the whole process and asked ****** to apologize to me. They said that only he apologized to me, and there was no way to make the person apologize to me.
Business Response
Date: 31/08/2024
Hello,

We have received and relayed the members concerns to the Richmond warehouse location for resolution.
Initial Complaint
Date:12/08/2024
Type:Billing 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.
To whom this may concern:I have been planning a Norwegian cruise trip where, during a recent trip to a local Costco warehouse, I spoke to a front counter representative who provided incentives to book through Costco.ca via their Costco Travel Portal. I have been told that in addition to the 2% cashback as Costco Executive member, I can utilize my CIBC Customer Mastercard and get 2% cashback on Costco.ca purchases. I later contacted CIBC via phone and confirmed that my CIBC Costco Mastercard is eligible for 2% cashback. Under the terms and conditions of the Mastercard, it states that purchases made via Costco.ca is eligible for 2% cashback. I also contacted Costco Travel on two separate occasions and verified that anything purchased on Costco Travel online is a part of Costco.ca, therefore is eligible for 2% cashback.On July 29, I visited Costco Travel online and booked a Norwegian cruise trip (Costco ID: *********** that cost $9,745.20. After reviewing my bank statement, it appears that this purchase on Costco.ca appeared as "Norwegian Cruise Line" on the statement and made no mention of Costco. I contacted CIBC who stated that because the purchase was listed as "Norwegian Cruise Line", I am not eligible for the 2% cashback. On August 8 I contacted Costco Travel at approximately 1500 hours PDT and spoke to *******, who advised that services purchased on Costco Travel has nothing to do with Costco, and therefore is not eligible for cashback. This is a very large purchase where I have been deceived into believing that Costco Mastercard will provide 2% cashback on Costco Travel. After reviewing all the marketing materials, it appears Costco Canada purposely falsified, or at least intended to deceive, customers into using its CIBC ******************** Mastercard to make purchases on Costco Travel with the intention of receiving 2% cashback. Instead there is no cashback. Had I know this fact, I would have used a different credit card, or not book through Costco Travel.
Business Response
Date: 15/08/2024
Good afternoon,
We have escalated the members inquiry to the local Costco warehouse for further assistance.
Thank you
Customer Answer
Date: 15/08/2024

Complaint:
I have to tentatively reject Costcos response pending full explanation from the business. After Costco has properly addressed the issue of false advertising and misleading consumers, I will make a decision to conclude the complaint. I look forward to receiving a response from Costco.
Sincerely,
*************************
Business Response
Date: 26/08/2024
The member was contacted and the issue has been resolved.
Initial Complaint
Date:12/08/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for an Xbox Series X with an extra controller on August 1st that was "shipped" on the first day under tracking #1ZR4096V2021693617 that was eventually delivered to the ENTIRELY wrong town, that says "*********" which is over an entire HOUR away (It's 100km away). How this happens I have no idea, I got an email on the same day telling me that my product was delivered which was obviously not the case since Dartmouth is extremely far away. This package then gets tagged as "Returned After the delivery was made, the sender reported the package was damaged. / Merchandise left with sender. *** will notify the sender with details of the damage.Caledon, ON, Canada" and CostCo is refusing to take responsibility and carry out their JOB and give me the product I paid for, I've had an issue in the past with my last costco order for a guitar shipped with the SAME *** driver, this driver has constantly stolen, damaged and lost packages I even have them on video THROWING a package across my lawn but no matter how many reports I have made to *** this driver still shows up every time. I never got my guitar and NOW my xbox is returned to sender and costco wants to tell me that I'm not getting my money back? I don't know what la la land they think they're in but when I pay for a service, I expect to get it, you cannot use the excuse of not being the courier to deny a refund, I would destroy you in a courtroom. The tracking says that YOU, THE SENDER requested this package to be returned to the sender when you reported damage and now you're not refunding? I've only ever had one other order on costco but they're saying that "It is apparent from a review of your account and history of returns that you have not received the product(s) we have shipped to you, despite shipment tracking showing delivery confirmation." but hello??? It DOESN'T SAY DELIVERED I literally just got ROBBED lmao.
Business Response
Date: 13/08/2024
Hello,

We have forwarded the members concerns to our Ecom team for further assistance
Thank you

Customer Answer
Date: 13/08/2024

Complaint: 22129035

Thank you, will await further communication.

Sincerely,

*********************
Business Response
Date: 19/08/2024
Member was contacted by a member of our Ecommerce team.
Customer Answer
Date: 21/08/2024

Complaint: 22129035

I am rejecting this response because costco has scammed me, they have my xbox and are REFUSING to give me my money back. This xbox was marked as delivered but to the wrong town (DartMouth instead of *********) over 50km apart, I told this to costco but they are refusing the refund me claiming that *** is at fault, their customer support deferred me to *** and I opened an investigation to figure out what had occurred.

*** completed their review and the tracking was updated, costco contacted *** and asked them to return the parcel to the sender as it was damaged and then REFUSED to refund me... you can check the tracking

Sincerely,

*********************
Business Response
Date: 23/08/2024
We are currently looking into the issue.
Customer Answer
Date: 26/08/2024

Complaint: 22129035

I am rejecting this response because:
Costco admitted to scamming me on a phone call earlier. They confirmed that they HAVE the item in question and that it was indeed returned to sender. They refused to issue a refund and closed my account without letting me do anything...

Sincerely,

*********************
Business Response
Date: 27/08/2024
The Costco Ecommerce team has been made aware of the rejection. Please advise that any further disputes on this request must be directed to ******************************************
Initial Complaint
Date:10/08/2024
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.
Had a couch I purchased and first one came damaged- they offered a credit then it completely broke shortly after. I called for a new one and delivery company completely broke the couch and damaged the walls and my property. Called and was told they'd refund full purchase amount of 2800 plus tax. They came and picked up couch no issues and said refund was coming in 10 days. I bought a new couch based on price we were getting back. Only 2300 came back into my account. Called and "manager" told me I was a liar and annoying . He also told me he would review the call and when he shows I'm a liar , never call back costco. He called me back and said he reviewed the call and she never said that.. when asking for details of the call he "reviewed" he couldn't give it to me. He then began to yell at me and told me to get over it. I called back for a new manager **** who found the promise no problem , but only gave me the 2800 and not the tax I paid. After spoken to so rude , the least they can do is give the tax back let alone a good will I'm sorry credit.
Business Response
Date: 21/08/2024
We have forwarded this complaint to the ******************** for review.
Customer Answer
Date: 21/08/2024

Complaint: 22122228

I am rejecting this response because: they didn't respond. How can you not respond to your customer

Sincerely,

Carly F
Business Response
Date: 25/08/2024
A member of the Ecommerce team is assigned to this case. He attempted to make contact on 8/22. He will be following up tomorrow.
Customer Answer
Date: 26/08/2024

Complaint: 22122228

I am rejecting this response because: i will wait for there call. All they have done is give me the money I was promised. Altho I am appreciative, they should be giving a good will credit for talking to me like absolute dirt. I have never been spoke to worse then by costco

Sincerely,

************
Initial Complaint
Date:09/08/2024
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.
Ice maker did not work properly since installation. There is a sticker on the side of it saying for technical help 47/7 call this number. I call the number and wait on hold 40 min then it says leave a message. Did this 5 times and never had a return call. Finally fed up I call Costco and explain in detail the issue. A technician was dispatched but before they could come the ice froze a solid block again at closing time. Not realizing, a staff member tried to chip the ice and they chipped a small piece off the ice forming tray. Costco is refusing to replace the unit now and the vendor has voided the warranty because of the tiny physical damage. The issue with the ice maker has nothing to do with the tiny physical damage and the issue was already fully explained to Costco before the tiny damage. To make matters worse I paid privately to change the part that Costco advised needed changing to fix the problem and guess what!?! it didn't fix the problem. Costco needs to make this right and replace this defective unit. My entire business relies on having ice as a blended beverage cafe.
Business Response
Date: 19/08/2024
A member of our team will be reaching to get more information on how to best assist.
Customer Answer
Date: 04/09/2024

Complaint: 22108636

I am rejecting this response because:
I am still waiting for someone to reach out to me.
Sincerely,

***** ****
Business Response
Date: 18/09/2024
We are currently working with our supporting teams to review alternative options.

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