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

231 total complaints in the last 3 years.
87 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:04/07/2024
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.
Since early 2022 my experienced while shopping at Costco has been unpleasant and targeted. I am forced to use other means of payments missing out on my Costco cashback dollars and Mastercard rewards. To start, my executive coupons are removed from monthly mail magazines, discount items in warehouse are often ignored while paying and I have to ask cashier to please check prices. On occasion I have asked for an item and have been told its out of stock only to see other members with the same items in cart. I am forced to have other means at my disposal to make purchases (cash/ other) as my Costco CIBC mastercard is oftentimes blocked, the message is unauthorized. To be clear my credit-card is in good standing, in-fact I currently have a credit of 50 plus dollars, plus reward dollars. Just recently, June 29, 2024 Costco informed me that my credit card was cancelled, which is not only false but worrisome bc I have only membership with Costco. FYI, I had changed my pin in the bank mid June 2024 and was given a print out displaying my credit. The week of June 22, after changing my pin I had attempted to use the credit card & again message was unauthorized. Even more bizarre, on June 29, 2024, an employee pushed a line of carts into me, injuring my back and was not very apologetic, in-facts was dismissive and when asked where to file an injury report gave incorrect information. We were later directed to speak with a supervisor and after explaining what happened, she completed a report and asked my witness and I to sign it, luckily we reviewed for accuracy bc it was misleading and false. The supervisor apologized and completed a new one and we signed. Overall this type of targeting a customer is concerning, bc its not only here in ****** but every Costco I visit. Who did I offend and why is it acceptable for Costco to take sides and retaliate on behalf of others. Please stop harassing me.
Business Response
Date: 05/07/2024
Called and left a voicemail inviting the member to call back at our toll free number **************. Any member of our team can assist in finding an appropriate resolution or escalate her request to the appropriate department.
Initial Complaint
Date:04/07/2024
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 went to Costco ************** and bought hearing aids. I paid full price for them by debit. The clerk forgot to charge me for moulds for the hearing aids. I waited 3 weeks for the new hearing aids. Four days before I was to pick them up the clerk sends me a text saying I need to come back in to centre as they did not order the hearing aids that I had paid for. I followed up and it was because he didnt process the order because he didnt charge me for the molds. He told me I would have to wait 3 to four weeks more to get the new hearing aids. I called a manager at Costco and told him I was very unhappy with the service. He expedited the molds without me going in and I got the hearing aids on the original date I was given. I was told by the technician there would be no charge for the molds. Picked up the new heating aids and they did not work so I returned them for a full refund. They is a government subsidy that Costco Hearing applied for that seniors can get once every five years. They told me my subsidy would be sent back to the government. I asked to be notified when this would be completed so I could go some where else and get new hearing aids. They agreed to do that. The technician gave me the molds saying they were free.I then went to another Costco and was given excellent service. The technician there told me that the molds that I had would not work with the heating aids I had bought. We threw them in the garbage and she fitted me with a different style and brand of hearing aids. I paid full price for the new hearing aids and I paid for new molds for them. When I went back to get my new hearing aids the technician told me that the first Costco had deducted from my subsidy the cost of the molds and I had to pay that for my new hearing aids. I paid again for molds that were wrong and didnt work with the hearing aids they sold me. Molds that the first Costco told me they would give me for free. They took money off my subsidy without telling me.
Business Response
Date: 10/07/2024
Issue is corrently being looked at with the hearing aid department at warehouse ******************.
Customer Answer
Date: 10/07/2024

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:02/07/2024
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 don't even know where to begin on this, I placed my Order Number ********** on 06/13/2024 and it shipped under *** Tracking #1ZA153R92003078213. They marked it as "delivered" on 06/19/2024 12:47 but the proof of delivery photo shows literally nothing. It's what seems to be the box of what I ordered, an ** Monitor, propped up against some structure. It doesn't even seem like a door. The *** Driver failed to follow protocol, proof of delivery photos are supposed to include both the House Number AND the label of the package, I have no idea where they left that item, nor do I know if that box in the photo was actually mine! I contacted costco on the phone and they seemed to be helpful at first, they told me that I'd get a refund within 3-5 business days but then emailed me a couple days after requesting that I file a police report, super super annoying since I was promised a refund already but it's alright. I get it's just protocol. I filed the report and it took a few days for the police to get back with me with the report but they did, and I submitted it to costco and they said that all was well. Unfortunately they sent me an email now that my refund was denied due to "proof of delivery" but like... literally how? The blurry little photo *** provided? Where is that? Costco should need to atleast give me a reason because I want to hear what nonsense they make up. This package never got to me.
Business Response
Date: 07/07/2024
This is being addressed by a member of our leadership team on Costco.ca.
Customer Answer
Date: 07/07/2024

Complaint: 21935250

I am rejecting this response because:
I got a call from Costco, nothing more as of yet, just told me they're working on it. We will see.

Sincerely,

*******************************
Business Response
Date: 08/07/2024
This has been escalated to the appropriate team and we are looking into it.
Customer Answer
Date: 10/07/2024

Complaint: 21935250

I am rejecting this response because:
Just got a call from costco canada confirming that my claim was denied. They keep listing proof of delivery as a reason but I'm yet to get any evidence of this. The delivery driver did not do their job.

Sincerely,

*******************************
Business Response
Date: 15/07/2024
The member was informed why their claim was denied and provided with the contact information for the appropriate department to dispute the claim.
Initial Complaint
Date:25/06/2024
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.
On June 24th, I've made an order (#**********) using a promo code (2ChanceP7)The business claimed the promo code is already used and refused to apply it although I provided them with the two emails I received from them with two unique promo codes (2CHANCEP6 and 2CHANCEP7) and each has its own expiration dates.They only offered me to cancel my order.I want the business to honor the promo they sent to me Attached the two emails I received from the business.Thanks
Business Response
Date: 07/07/2024
The complaint has been shared with the ************************** team for further assistance.
Customer Answer
Date: 08/07/2024

Complaint: 21897209

I am rejecting this response because: I cannot find the response.

Sincerely,

************************
Customer Answer
Date: 08/07/2024

Complaint: 21897209

I am rejecting this response because: Waiting for the ************************** team

Sincerely,

************************
Business Response
Date: 15/07/2024
Issue has been resolved with Costco.
Customer Answer
Date: 17/07/2024

Complaint: 21897209

I am rejecting this response because: Yes, the business applied the promotion n the interest of "good faith" BUT they insisted that they didn't send me the offer email and blacklisted me. I feel that I was treated badly and I request an apology from the business.
The response I received is:
"Good Morning *******

First and foremost I didn't call you a liar. You even asking the question "Are you calling me a liar" which I responded "no I am not"

I was giving you the facts:

Costco did not send you the P6 promo
The email was sent out May 2, 2024 for the P6 promo. Your email was not part of the emails sent
The email was sent out May 23, 2024 for the P7 promo. Your email was part of that email list.
Both the emails that you forward where dated the May 23, 2024

These are just facts.

That being said in the interest of "good faith", Costco is going to send you the second $100 shop card.

Just to clarify you are not eligible for any more promo's

Regards
*********************
Fleet Manager - Warehouse #****"

Sincerely,

************************
Initial Complaint
Date:24/06/2024
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.
To whom this may concern:I attended your *********** located at **************************************************** on June 10 for a tire repair. After examination it was deemed that the tire cannot be repaired, and thus a brand new tire (Bridgestone Turanza EL) must be installed. I spoke to one of your Costco tire reps who ordered the tire and advised that the tire shipment will arrive on Monday, June 17. To ensure the tires can be installed in a timely manner, I was scheduled to attend the *********** for installation on Tuesday, June 18 at 1845 hours. I have also been asked not to drive the vehicle while the tire is being order due to the risk of a flat tire on the road. I subsequently had to make alternate travel plans. On June 18 near the time of my appointment, I received a call from Costco Tire advising that the tire has not arrived, and asked me to not attend for the appointment. I was advised to wait until the staff contact me when the tire arrives.Over the past two days I have never heard anything back from Costco, nor any updates on the whereabouts of the tire. On Wednesday, June 19 and Thursday, June 20 I made a series of calls to Costco *********** inquiring the status of my tire which they promised will arrive on June 17. This is when I was advised by "*****" (or ****) that the tire was never shipped. After pressing him on why the tire was not shipped, he then promised to get "tires from another location", which should have been done in the first place. I have been waiting for more than 10 days for this single tire when the Costco *********** staff was negligent in getting this tire that they could have easily request from other sources. During this period I have not heard any follow-*** from Costco, and caused me great deal of inconvenience as I need to limit my usage of the car and had to plan alternate travel options. The tire finally arrived and installed on June 20 but I am extremely disappointed with Costco's negligence and lack of professionalism.
Customer Answer
Date: 24/06/2024
Hi there,
I understand that the complaint can be written and paraphrased. I would take one of your advice and change the proposed resolution to: partial refund: (in store credit). This is not entirely due to time lost, but due to unsatisfactory and unprofessional performance by Costco ************ I humbly request a refund, in Costco store credits, that amounts to approximately $100. I trust that my clarification would satisfy the criteria for a successful complaint. If you have any questions, please let me know. Thank you.
Business Response
Date: 10/07/2024
The issue has been resolved with the member at the warehouse.
Customer Answer
Date: 10/07/2024

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:19/06/2024
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.
We had a major house fire over two years ago when we lost everything. It took us over 2 years to rebuild and scheduled to move back in the house on June 1st. - We placed an order for the mattress on May 5 and scheduled for room of choice delivery on May 30th.- Two gentlemen from (Metro moving company (contracted by Costco) delivered the mattress to our door step stating the mattress package is damaged and it is soiled and asked me if I accept that. I responded that I'd accept that as I have no other choice and I'd need a mattress tomorrow. - the two gentlemen refused to deliver the mattress to my bedroom although I had the room of choice delivery. They stated they need a 3 man team. I offered my help and they refused that stating liability issues. Their supervisor called me an promised next day delivery with a proper 3 man team.- then I got a call from Costco stating that they wouldn't deliver the next day and what they promised was not true as they would need a work order from Costco for redelivery. They rescheduled for delivery on June 5 although they knew about the inconvenience they were causing. - On June 5, I received an automated call from the ******************** that the mattress is on the way and within half hour from my home - after waiting for 4 hours I followed up with them and they told me they could not find the mattress and cancelled the delivery. - Then I received a call from Costco saying the mattress is lost. After a few days back and forth with the customer service, they put a replacement order in place. The replacement mattress was scheduled to be shipped by June 20. - On June 19th, I received the email below stating that the mattress is damaged and needs to be replaced again.- A phone conversation with Costco customer service, I was told, ******************** cannot guarantee that I receive the mattress without damage and they offered me a 100$ Costco shop card so I can go rent a truck with it and buy a mattress from somewhere else which I refused.
Business Response
Date: 20/06/2024
We are currently working with the vendor and carrier to ensure a mattress is delivered in good condition as soon as possible.
Initial Complaint
Date:13/06/2024
Type:Billing 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.
In Feb. 24th I acquired a CIBC credit card from Costco, because I wanted to pay my credit card for purchases one or two days after I made a purchase which would earn money to use at Costco. After a month of just getting $52 of gas, I was told when I signed up that I would receive $60 back after I signed up. I waited for a statement to come so I could pay online (I asked to have a paper statement but didn't receiver any just a statement on line). I made a mistake and used my membership account instead of my credit card number. So for two months I was making payments into the wrong account. On March 26 I made a payment of $354.57; $60.26; April 25 $475.57; $52.82; $32.93 and $32.92. All this adds up to over $900.00. I phoned my bank ********************** to see if they could do anything and they said it usually takes 4-6 weeks for Costco to send it back to me, this was about a month ago and she said she would send a reminder to them. I phoned back two days ago and was told they sent out the reminder on Apr. 30th and it takes up to 8 weeks to hear back from them. I have paid $21.00 interest in April, $23.70 for *** and $23.70 is due in June. I would like my interest back. I made an honest mistake and I think I'm not the only one that has done this. This isn't fair. They have my money in a differeny account. Could you please help me get my interest back. Thank you. I am a pensioner, I don't have a spare $900 to pay off the debt. I could mail off my statements to you and have requested them from CIBC.
Business Response
Date: 13/06/2024
Good evening,
We are in the process of communicating with our payment team. Once we have and update our member will be contact.
Thank you
Customer Answer
Date: 14/06/2024

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:05/06/2024
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.
Purchased a Hisense 60" TV & extra 3 year warranty but TV stopped working before 2 yrs. of use Contacted ********* took 3 days before they sent a technician & then was told to wait another 5 to 6 working days for an update. After no contact I called the conciergie ***** on June 5th for an update & was told to wait 5-6 working days again. No result after so many days waiting even though I asked to speak to a manager. How long do I have to wait for any update. Not reasonable to be without a resolution for almost 2 weeks. Very disappointed with Costco, so I am frustrated with their lack of respect for customers to have to wait so long for an answer.
Business Response
Date: 06/06/2024
We have shared this complaint with the appropriate team to review.
Initial Complaint
Date:30/05/2024
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.
Back in March I tried ordering a Flex Hybrid Mattress from Costco.ca It was on sale.. Listed as a 7 layer EXCLUSIVE Ghostbed to Costco.. Came in a box..nOpened and coils coning out of side. Unzipped cover. Wow 1 in foam and 6 in coils .. only 5 layers.. Called spoke to ****.. He sent another.. Didn't open called Ghostbed.. Told needed to call mon to fri 9 to 5. Returned box to costco.. truck picked up other one.. Called again.. **** states.. Now the 7 layer 1 in coiled Mattress (my surgeon said to get )is listed as the Costco Hybrid On sale now on costco.ca Funny same mattress , 2 different sales but under 2 different names. He Quaranteed ots correct. We recieve in a box.. Husband moves our medical latex mattress to spare and spare off to donate.. Mattress expands.. Again WOW..ITS NOTRT .. It's 5 layers 1 inch foam 6 in coils and 2 top layer different colors from 1st mattress....CALLED ghostbed 2nd time.. read # off box.. yes they describe this mattress. But it's not the ad listed.. We took pictures of add on sale.. Now off bed again.. rt mattresses need changed around again.. Spare room from basement bed... **** and ******** again..Send pictures..Now **** from Ghostbed calls.. Accuses me of calling 5 times. Back in Feb.. I have copy of calls. 2 only Send anther.. wow. Move mattresses again.10pm night not rt bed .. very stiff .. huge . Heavy.. Husband cuts mattress .. No 1in coils .. solid foam.. Cuts in 11 in.. no coils .. foam.. CLASSIC MATTRESS IN HYBRID COVER.take off bed I'm at door to protect barn door. Matress falls sideways . Traps me against jamb.. Injured. Sent pictures.. Mattress now on bed.. Had to buy 3 in topper to sleep on.. unable to move .. No rtt mattress. Call again.. How.. Costco puts in insurance hand.. All misleading sales. She's rude.. insist money and wants me to sign costco not at fault.. refuses head office.. Pictures to prove all above.. Recordings .. she said most would sleep on and not check
Business Response
Date: 30/05/2024
This was already addressed by Costco.ca leadership and a refund was provided for the item. A claim is currently active with ********* *******, for updates on the claim please contact ********* ******* by phone ************ or email them at gb-costco-*********************************
Customer Answer
Date: 31/05/2024

I am rejecting this response.
On costco.ca flex hybrid was listed as 7 layer. After sale ad was changed to 5 layer.
Then told to get hybrid thats on sale.. Same exclusive mattress, , 7 layer.. how.. both came as 7 layers . Much cheaper.. i in foam and 6 in coils.. no as advertized.. 7 in foam 1in coils..
They they sent another .. in the hybrid cover , yet solid foam. Real fraud. There sending to insurance trying to force me to settle..
i asked for head office.. everyone that bought mattresses on these 2 sales ould have gotten wrong mattresses.. Insurance answer was.. most would just lay on mattress not looking inside zippered cover.. Also wouldnt address injury happened due to real ****** mattress and again extreme wrong mattress.
3 times we had to change beds around.. wait for mattress to expand to see wrong.. Then chane our mattresses around to rest.. Then send a classic in a hybrid cover. Its so ****** i get injured.. wouldnt have happened it rt mattress..
insurace was recorded stating above comment.. She absolutely refused *********** number or conversation with costco ecommerce..
Please look at pictures directly under listing.. Show mattress as 7 layers.. Described in depth.. yet sent 2 different 5 layer mattresses.. What Ghostbed confirmed as there real mattresses.. Thar means nobody would get the advertized one.. Everyone on both sales got frauded out..
Not easy fix.. Follow through MEANT TO EVERYONE THAT BOUGHT ON BOTH SALES..
THIS IS WHY HEAD OFFICE WAS REQUESTED , TO DISCUSS..
THIS MANY WRONG MATTRESSES AND A TOTAL FOAM IN HYBRID WRAPPER.. PLEASR LOOK AT HYBRID DISCRIPTION.. NOT SOLID FOAM OR OTHER 2 I RECIEVED..
INSURANCE EXPECTS ME TO SIGN COSTCO NOT AF FAULT.. THEY ARE .. NOT ACKNOWLEDGED INJURY EITHER.. NOR ALL OTHERS THAT GOT FRAUD..
CONVERSATION EASIER ON PHONE.. .THANK YOU..
WOULDNT COSTCO HEAD OFFICE WANT TO DISCUSS WITH PERSON THAT FOUND ILLEGAL SALES ON COST.CA TWICE DURING SALES ..
WHOS PROTECTING THOSE PEOPLE TOO ?

Sincerely,

*******************************
Business Response
Date: 06/06/2024
This is being addressed by the appropriate team. To avoid duplicate communication, we consider this matter closed. For further assistance please reach out directly to your case worker.
Initial Complaint
Date:27/05/2024
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 on ********** this morning to repair my 17 truck tire all season, which had a s**** in it.They indicated that they could provide the service.Upon returning to pick up completed repaired tire, I was advised that damage had been done to my tire.They recommended that I purchase another.My tire was not damaged except for the s**** that they indicated would be fixed.I spoke to ****** who was the manager at the time.I wish that Costco on Regent would now replace the damaged tire that their technician had damaged.
Business Response
Date: 01/06/2024
The member was contacted and taken care of.
Customer Answer
Date: 01/06/2024

Complaint: 21765725

I am rejecting this response because:
I am not satisfied with the outcome, they did not try to rectify the issue that their shop created. Their insurance company was quite unpleasant and not helpful at all, very condescending and suggested that I contact my car insurance.

Sincerely,

***********************
Business Response
Date: 03/06/2024
An incident report has been filled and sent to are insurance company for review ********* *******. ********* ******* will be in contact with the member to resolve the issue.
Customer Answer
Date: 04/06/2024

Complaint: 21765725

I am rejecting this response because:
I feel that this tire repair shop should of immediately notified me of the findings and not continued with the repair of my tire.
Sincerely,

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

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