Business Profile

Incorporation

Costco Wholesale Canada Ltd. HQ

Headquarters

This business is NOT BBB Accredited.

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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.

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:09/08/2024
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.
The one week all inclusive vacation to ****** from costcotravel.ca had terrible and not functional resort rooms: 1st room AC not working, 2nd room water leaking via pot light (safety), 3rd room with construction working in the 7am and construction garbage in front of our door hall way).When I returned, I contacted Costco travel for refund due to dissatisfaction. 2 months after, I was told the hotel declined and Costco still try to negotiate but it will be long process. So I filed credit card dispute. Costco travel declined it, and I escalated and Master Card/HSBC ruled it in my favor and told me this case is closed. In June 2024 (6 months after the ruling), I got email from ***************************** saying I owed $3,149.14 for *********************** (excluding hotel). It is also said that Costco Travel has tried to contact me many time in the past, if I dont get back to Costco by tomorrow, they will send it to collection agency and terminate my Costco membership. I am really surprised to see this and not happy to be threaten by Costco: 1) I have never been contacted by Costco Travel; 2) I understand that this case was closed from the dispute. I replied my email with the question. ******************* contacted me the next day, he admit that they made mistake and they never contact me in the past. He said I still owe the balance even my credit card company ruled in my favor. When I asked him to provide detailed breakdown to verify the amount, he refused and said they can only provide total amount. I am totally dissatisfied this trip due to terrible experience when traveling with 1 yrs old and 6 yrs old children. We have no time to enjoy the activities, service and facility that we paid for, but running around trying to resolve issues with Hotel. Costco has mission with quality goods and service with 100% customer satisfaction. In my mind this is the whole complete trip package and I am 100% NOT satisfied with this service. Thus, I would like the remaining balance to be waived.
Business Response
Date: 10/08/2024
Hello,

We have forwarded our members complaint to our Costco Travel Team for resolution.
Thank you
Initial Complaint
Date:27/07/2024
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.
I bought a TV from Costco a few years ago. When it needed repairs, I contacted Costco, and they insisted the TV was fine and had no issues. Now, the screen requires calibration, and I'm losing the picture. I called Costco again to return it, and they assured me they would accept the return. After spending over two hours with customer service, they informed me that they couldn't take it back. This is unacceptable. I expect Costco to honor their word and allow me to return or exchange the defective TV immediately.
Business Response
Date: 15/08/2024
Good afternoon,

Costco has contacted the member directly to retrieve additional information to further escalate the matter. Costco is working towards a resolution for our member.
Initial Complaint
Date:27/07/2024
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.
Hi. I ordered two 1oz Gold Coins on Costco.com on July 11th, 2024, and they showed delivery on July 13th, 2024. As I am a resident of ******** and by law, I can not purchase gold coins or bars in the local Costco store. So, I placed an order on costco.com and shipped it to my friend's address in ****************. When the item was delivered, my friend was not at home at that time, and the Canada Post was held at their post office. On Saturday 1 PM someone using the fake ID to pick it up from post office. On Monday, The receiver which my friend in bc go to the **** Surrey to make a police report. On the same day, police went to the post office already and said someone was using a fake ID to pick it up, and the package was lost(The receiver both got the phone call from the Canada *********** and **** Police ). The **** police report reference number is 24-103242. They said we could give this reference number to Costco's investigating department, and they could use this number to claim insurance. However, when I contacted costco.com customer service, they still asked for the police report, and they said the reference number was useless in this case. My Costco investigating reference number is 240715-010644. Since the things happened, I have tried to contact the **** Surrey 4 times, and each time, they said you could use this reference number, and Costco customer service said not. Because it is not my fault for causing the problems, I just want Costco to either resend me a new one or refund me. If they can refund me, then I can repurchase again. Because it is not a small amount. My Canada Post tracking number is ****************. My Costco online order number is **********. So I really hoping you can help us to solve the problem. Because I need to get the coin ASAP. Because this is part of a gift for my father.
Business Response
Date: 28/07/2024
Good morning,

We have sent our members concerns to our Ecommerce team for further assistance.
Thank you
****
Customer Answer
Date: 28/07/2024

Complaint: 22053954

I am rejecting this response because: This message only said it would forward to the e-commerce team for further assistance, but it has yet to give us any feedback or any solution. I need the answer from Costco to deal with the problem. I understand Costco has lots of departments, but it all belongs to Costco, right? I am the customer, and I need to deal with the problem rather than keep hearing from Costco that I need to talk with the other department and keep waiting.

Sincerely,

**************
Business Response
Date: 30/07/2024
Our Ecommerce team has confirmed they have provided a refund for this claim and communicated this with the member. The matter is considered resolved.
Customer Answer
Date: 31/07/2024

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:27/07/2024
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.
I ordered washer dryer and stacking kit from Costco, and it came with installation and removal. First time they came, they brought a damaged stacking kit so they refuse to do removal and installation. However I have a contractor on site at the time, and they told me I just have to ONLY Disconnect. I told my contractor to disconnect and they still refuse to take the old unit away, and told me to reschedule. I then reschedule, and they told me they refuse to take it away because it was stacked ! I was not told to unstack it before ! They couldve told me to unstack and contractor wouldve done it for me the first time ! And now they told me to unstack before they remove and install the new unit.
Business Response
Date: 28/07/2024
Good morning,

We have requested the assistance from our Ecommerce team to resolve this issue for the member.
Thank you
****
Initial Complaint
Date:23/07/2024
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.
I emailed Costco Canada on December 26, 2023 to ask if the purchase of Go City LA pass Item #: ******* is refundable because I don't see the info and just want to make sure. The response was it is refundable if if they are not activated. Go City passes valid for 2 years if inactivated. I went to LA in July 18 and check the passes to make same day booking for our Universal studio, and that when I found out the passes showed expired February 2024. I'm from Canada and not even in LA to scan the passes to activate them at that time. I paid for early access passes for Universal Studio which is a separate purchase so I didn't want to waste that money and vacation time to wait for ************** to open at 8am which I don't even know if the issue will be resolved fast. So I paid out of my pocket for tickets that day and plan to get a refund with Costco canada because the product is faulty when we need to use them. I went to Go *********** review and saw that this issue with people got duplicated passes have happened before, not just to us.I contacted Costco Canada and they said the Go City Pass is nonrefundable which was properly put in later than the time we purchased them. The customer service agent said this is Go City issue and I need to contact them because Costco is third party. I contacted Go City, they said they cannot remove the scan from our passes to make them inactivated because it has been a while in their system. Go City offered me replacement passes. But because I already paid out of my pocket for the Universal studio and midway through the trip, I don't need the product anymore. Go City cannot offer refund because I bought it through Costco. Just got bounce back and forth between the 2 company that consider each other third party. Here I am a customer with potential of losing my money for a faulty product. I want my refund back from Costco Canada please. This is not a small amount of money for a faulty product.
Business Response
Date: 05/08/2024
Our Ecommerce team has confirmed that they contacted the member and provided a refund
Customer Answer
Date: 05/08/2024

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. Costco Canada has provided me a full refund in form of a costco shop card.

Sincerely,

*******************
Initial Complaint
Date:22/07/2024
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.
Membership ID: ************ Order Number: ********** I have been waiting on a delivery of a patio set for almost a month, the delivery company keeps giving me a runaround, and false promises, the order shouldn't have taken a month, and the delivery date I got when I ordered is completely different from when we ordered. Again false promises, no delivery date this has been super frustrating as a loyal costco customer I would expect better services.
Business Response
Date: 05/08/2024
Our Ecommerce team has confirmed that they reached and the order was delivered.
Initial Complaint
Date:17/07/2024
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.
Serial #**************** Concierge warranty valid through March 15-2025 Issues 1. Front k**** are falling off. When put back on they will not stay in place.2. When the k*** is pressed to ignite the burner, it stays stuck in. It will not pop back out to its normal position.3. The oven temperature thermometer is not reactive enough. After reaching the desiredtemperature, it drops and takes way too long before reigniting, resulting in a poor cooking experience.4. When we purchased the stove, the description on the Costco website and our invoice stated that there would be 4 Defendi Italian brass burners. They are not. We were provided aluminum ones made by E.G.O.I have been waiting over a month Since the beginning of June 2024 and no resolution. As per item # 4. False advertising by Costco.
Business Response
Date: 24/07/2024
The member was offered a full refund and pick up of the item.
Customer Answer
Date: 24/07/2024

Complaint: 22003730

I am rejecting this response because: Costco said a full refund would be possible once they have authorization from the manufacturer. I have had only a verbal response that they are still waiting for the answer from the manufacturer. I have not received written or verbal confirmation that this has been resolved.

Sincerely,

*************************
Business Response
Date: 25/07/2024
The member was provided with a resolution and the issue is now resolved.
Customer Answer
Date: 26/07/2024

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 **** am very happy with the service that Costco is providing.

Sincerely,

*************************
Initial Complaint
Date:08/07/2024
Type:Customer Service 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.
Dear Better Business Bureau,I hope this message finds you well. I am writing to file a complaint about a distressing experience in the ***************** of the Costco ******************** on July 6, 2024, between 1:30 and 2:00 PM.At the return desk, I intended to return an item with the *** "1630866-THERMOFLASK" purchased in April. Despite having the merchandise, the employees informed me they could only process a return for a Thermoflask purchased in June.Insisting on refunding the April transaction, I found the staff unhelpful and unwilling to search or provide a satisfactory explanation, citing a policy that made no sense. The situation worsened when I was forced to wait with my family for over 20 minutes. Employees insisted on scanning multiple receipts, starting from June, and asked me to log into my online account to find the April transaction, which I found unnecessary and demeaning.Despite my request to verify the transaction date through their system, I was denied this basic courtesy. The employees stated, "It is you who want to receive the refund, and you should bring the receipt promptly and do your homework."Throughout this ordeal, I was treated with disrespect and confronted with baseless claims about Costcos return policies, which were inconsistently applied. This treatment caused undue stress and tarnished the reputation of the establishment in my eyes.I request your immediate attention to this matter and a formal investigation into the conduct of the ***************** employees and supervisors at the Costco ***** warehouse.I look forward to your prompt response and resolution of this issue.Yours faithfully,Mahe
Business Response
Date: 15/07/2024
The member has been contacted and issue resolved.
Customer Answer
Date: 23/07/2024

Complaint: 21958011

I am rejecting this response because:
Good morning,

No, We tried to reach out Costco but I didnt get chance to speak with anyone.

Regards,
Mahe
Business Response
Date: 23/07/2024
Good evening,

We have re-escalated this matter to the management team at the ********** location. We have requested the reach out to our member to resolve and address this interaction.
Thank you
Initial Complaint
Date:08/07/2024
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.
Since July 2nd, the refrigerator has been emitting an unusually loud noise, and on July 4th, it ceased functioning altogether, causing all the contents to thaw. Despite following the manufacturer's instuction adjustments, the issue persists.I have contacted Costco **************** twice on Friday, seeking a replacement or exchange. Unfortunately, I was informed that Costco only offers a 90-day return policy only with no further store warranties. Additionally, upon Costco team's recommendation, I reached out to MC **************** their contractor ,who issued service order **********, promising a response within 48 hours, which has now elapsed with no communication.Additionally , there was an incident occurred while I was on the phone with Costco customer service representative, attempting to provide the serial number from inside the fridge. Suddenly, I smelled a strong burnt odor and observed smoke emanating from the back panel of the refrigerator. I unplug the power immidiately, it is luckly that we were at home to avoid a fire harzard. The GE technician came onsite pointed out the compressor was overheat , burnt **** of label and pipe as attached. Given that GE is a reputable brand, and Cafe is its luxury line, I chose Costco for its renowned warranty and customer service, among other stores. I highly not trusted the current product/model which makes me feel unsafe to keep it 24 hours plugged as our family members are not home during the day.This experience has been highly disappointing, particularly as a long-time loyal Costco member.I seek clarification on what the Costco 2-year warranty covers for their members, especially considering that the fridge also carries a 5-year manufacturer warranty. Rather than that, they should just state out 5-year manufacturer warranty on their website instead of providing any Costco's Warranty. This discrepancy has frustrated their members for exchange or replacement concerns.
Business Response
Date: 12/07/2024
Update: The unit was inspected and the Vendor has ordered the necessary parts. An Incident Report was shared with the client to address any damages.
Initial Complaint
Date:06/07/2024
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.
I went to costco ancaster on thursday, july 4th for an appointment to swap tires and do an oil change.10 minutes after driving home the *** light and abs light came on the vechile.these lights were not lit before the tire swap and something must have happened during the install.I phone the warehouse when i got home asking for an appointment for them to look at the vechile to see if something happened and they said they would call back. I waited on friday for a call but didnt receive anything.I want the vechile to be taken a look to see what caused the *** and abs light to come on after the tire install. if they for example damaged the wheel sensors during the install to pay for the repairs.
Business Response
Date: 11/07/2024
The warehouse has informed us they have been in contact with the client and will be inspecting the vehicle and addressing the issue.

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