Complaints

This profile includes complaints for Costco's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Costco

  999 Lake Dr Ste 200 Issaquah, WA 98027-8982

• 

  Costco

  7850 SW Dartmouth St Tigard, OR 97223-8401

• 

  Costco

  4401 4th Ave S Seattle, WA 98134-2389

• 

  Costco Wholesale

  2431 N Germantown Pkwy Cordova, TN 38016-4494

• 

  Costco

  6275 Naples Blvd Naples, FL 34109-2030

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:05/30/2025

  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 am writing to file a formal complaint against Costco regarding a recent online order I placed through the Costco app. I ordered a medium roast coffee on 5/24/2025, and the package was delivered on 5/28/2025. However, the product I received was clearly labeled as dark roast coffee underneath a sticker that had been applied to cover the original labelthis sticker falsely claimed the coffee was medium roast.This is not only misleadingit is deceptive and possibly illegal. It suggests intentional relabeling to pass off a product that was not ordered. Such actions undermine customer trust and could potentially violate consumer protection laws.I will be looking into the legal process concerning this case I have photographic evidence showing the original dark roast label underneath the applied medium roast sticker, and I am happy to provide this upon request. The product was not mispackaged or mislabeled by accidentit appears deliberately altered after packaging to misrepresent the roast level.Order Number: ********** Tracking Number: 1Z151E610365403116 This issue is time-sensitive, and I ask that it be addressed with the seriousness it deserves. Customers deserve transparency and honesty from retailers, especially one as large as Costco.Sincerely,***** ***

  Business Response

  Date: 06/02/2025

  Costco will be reaching out to our vendor and buying staff to address the issue . It was advised that they have photos, so Costco has asked for that information. Once Costco has those, they will reach out. In the meantime, Costco has offered an exchange or a refund. *** or Ms. *** did not answer, so Costco left them a voicemail and sent them an email. Costco will await their response.
  

  Business Response

  Date: 06/06/2025

  Costco spoke with Mr. *** and was able to gather more information. Costco will be reporting the issue to their Buying Staff to investigate the issue more. However, they will not be able to provide updates on it. Costco offered to have Mr. *** to return it for a refund or to process an exchange for the correct item and offer compensation. Mr. *** was not happy with the resolution. Costco will be unable to assist any further.

  Customer Answer

  Date: 06/18/2025

  I am writing to bring attention to a concerning incident regarding a product sold on Costco’s website, which I believe constitutes misleading advertising and consumer deception.

  I filed a complaint with your office after discovering that a coffee product labeled as dark roast had a sticker placed over it, relabeling it as light roast. This deceptive practice appears to be an intentional attempt to mislead customers. Following my complaint, Costco contacted me and stated that they would be willing to either issue a refund or compensate me for the issue—offers that, frankly, would have been available even without formal complaint procedures.

  What concerns me more is the nature of their response, which felt generic and dismissive. They mentioned they would "investigate internally" and seemed eager to brush the issue aside. However, this matter should not be treated as an isolated incident. It raises a broader concern about how a major corporation like Costco could engage in such questionable practices, undermining consumer trust.

  Although the monetary value of the item ($50) may seem small, the principle is significant. If a well-known company can mislabel products and quietly resolve complaints behind closed doors, without accountability or broader consumer awareness, this opens the door for repeated misconduct.

  This is not just about me—it’s about protecting the public from manipulative retail behavior. I believe it is my responsibility as a consumer to bring this issue to light, not out of personal interest, but to help prevent others from falling victim to similar practices.

  If possible, I would like my statement to be published on the BBB platform to warn other shoppers and encourage corporate accountability. Thank you for your attention and commitment to fair business practices.

  Sincerely,
  ***** ***

  
  

• Initial Complaint

  Date:04/21/2025

  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 have been a Costco member for a few years now and have had no problems ordering items shipped to my house. However, this past week, they have started to cancel my orders. I called their support team and they said my home address was blocked from being able to order from their web site. They wouldn't give me the reason why over the phone. I am looking for why they have blocked my address and how I can go about unblocking my address so I can order from their web site again.

  Business Response

  Date: 04/23/2025

  We have resolved the issue and the member can replace their orders. The block has been removed from the address.
  
  

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/25/2025

  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.

  I returned a mattress to Costco that I purchased on December 18, 2022.. Under their return policy I was supposed to receive a refund of "your purchase price". Instead of issuing a refund for the purchase price they issued a Costco Shop Card which is a store credit. I contacted them and told them I needed the money to pay for a new mattress. They said they were unable to make a refund to my credit card. When I asked them to send me a check they said they did not have a procedure to do that. I then talked to ***, a customer service supervisor who said she would see if a check could be issued. That was 5 days ago. The refund was due on February 19th. So, I have as of today waited a week.During that week I have made numerous phone calls and sent several emails to try and resolve the matter.I made the original charge on a credit card that I reported lost or stolen on December 31, 2024 ending in 4137. I contacted the credit card company today and they told me that if Costco issued a credit on the old card it would have automatically roll over to my new card ending in 4939. Therefore, I conclude that I should have received the credit to my card on the 19th and Costco did not try to credit my card.

  Business Response

  Date: 02/28/2025

  Costco reviewed this BBB concern.  Our records indicate that the member's refund was re-issued to the original credit/debit account on 2/25.  Unfortunately we were unable to reach the member to confirm our findings. Thank you.

  
  

• Initial Complaint

  Date:02/14/2025

  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 new dryer from ************************, so not the actual store, in May ************************************* so we thought.Dryer worked as expected until January 2025 and suddenly stopped working. After submitting warranty claim to **, they elected to not fufill the warranty because the cause was a safety issue caused the crew who installed the dryer. Even further investigation was made it was discovered that a key piece of the dryer and actualy broken and stitched together with electrical tape.This careless of the install could have started a fire in my home. Costco then sent a crew to confirm the install issue and did so. Costco had denied a return under their ************************************************************************************************************************************ along without providing resolution.

  Business Response

  Date: 02/17/2025

  The member's issue has been reviewed by management and an approval for a return past 90 days has been approved. The member has been notified via phone and the return process has started.  Thank you
  
  

• Initial Complaint

  Date:02/10/2025

  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 Hisense 75-inch TV from Costco in August 2024 and paid to have it delivered and mounted on my wall. The major problem is with Directv, the sound stopped working. It worked fine until about the end of December and then one evening the sound on Directv went off. The sound and TV work fine on every other channel or app I have selected including my outside antenna. I reported to Costco and it was decided that Directv was the issue. After contacting Directv and them replacing their equipment and the same problem, it was determined it could not be them because no other TV attached to the TV box had a problem. (I have tried two others). Only the new Hisense doesnt work.A few weeks passed with me on the phone multiple times with Costco technical and Hisense support and under their direction, I adjusted sound, picture, etc. I also set it back to factory settings, etc. The same problem remained, I could get a picture on HDMI port and Directv sound on the CD Player port. But not together. At one point the ******* agent said they would send someone out but I would have to pay. As you can see by the receipt, I paid for a 5-year warranty.Then today, the repair person finally came and replaced a board and left with the TV updating. When it was fully updated, the same problem remained. I get Directv on one HDMI port and sound on CD Player port.All I want is the TV I paid for to work. I have spent over 20 hours at least on the phone getting nowhere. You can see from the receipt that I paid to have it mounted. Now I am having to pay to have this TV lifted off the wall each time they come and I also feel that is wrong. This has been terribly frustrating for me and I am so disappointed in Costco and how they have handled this so far. I feel like no one listens to me. Thank you ******* ****

  Business Response

  Date: 02/13/2025

  Costco has called and spoken to our member and we have emailed them as well, to establish further communication. We have offered to provide our assistance with their efforts to have their TV repaired under the manufacturers warranty coverage.
  
  
  We have reached out to the manufacturer on our members behalf, to request that they continue to move forward with their efforts to repair the TV as soon as possible, or to provide other alternatives, if the TV is unrepairable.
  
  
  Costco will remain in contact with both our member and our partner manufacturer, until a reasonable resolution has been provided.
  
  
  Kind regards,

• Initial Complaint

  Date:01/07/2025

  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 hearing aids through Costco. It seems that a year ago I offended an employee. Currently I am banned from the store for reasons they will not tell me. I can't get supplies or maintenance for my hearing aids. I have needed supplies for a month or more. I have been trying to figure out what heinous crime I committed to allow Costco to deny me access to my hearing aid provider. I did **** know I was banned until a year later - recently. The hearing center siad it would be easier of I simply bought a membership. I should not need a membership to get warranty service and supplies for several years. This warranty is still in effect, but I can't exercise my right to the hearing aid department. I have asked at east a dozen people what my offensive words or actions might have been. I cant remember. It was a year ago. If one of my "wax traps" gets clogged, I will remain deaf in that ear until I can get supplies. Having a severe hearing loss is traumatic. I rely on those hearing aids. I cannot function at all in the world without them. Costco is denying me access to the entire facility. There is a year long story leading up to this and it can't be told in a few hundred ******** I have any recourse or does Costco get to dump on disabled seniors without repercussions? Please help. Thanks.

  Business Response

  Date: 01/15/2025

  Good afternoon, 
  
  Mr. *****' membership was cancelled approximately ***************************************************** the warehouse.  He used profanity, made obscene gestures to my management staff and made a direct inappropriate comment to my membership manager, which is too profane for me to repeat. I understand that Mr. ***** "can't remember", but regardless, Costco has an obligation to ensure a professional and harassment-free working environment for our employees. Mr. ***** was told that he can come in as a guest with his wife, the primary cardholder, or any other friend/acquaintance to get his hearing aid needs met.
  
  
  

• Initial Complaint

  Date:12/18/2024

  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.

  I recently bought a bulk pack of chicken from Costco that cost roughly 40 dollars and brought it home to freeze it immediately. yesterday, after thawing it, the whole pack is sour. I tried to contact Costco to rectify this to no avail.I was also promised a store gift card when signing up as military and have not received it.

  Business Response

  Date: 12/27/2024

  Costco has spoken with the member to assure her that we will refund her the full amount paid.   We will also look into the shop card she was promised for being a veteran when signing up.  Costco will follow up with the member within 2-3 days once  her information is received via email.  Thank you

  
  

• Initial Complaint

  Date:12/13/2024

  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.

  I placed an online order with ************************ for 4x 1 oz PAMP platinum bar for $4199.96. Costco shipped the product via *** and the package was delivered on 12/12/2024 at 8:25 pm local time. Upon open the package, there was no product inside the *** box rather than a piece of foam. The clear seal tape under the *** label was not intact. I contacted ************************ for help immediately at 9:10 pm local time on 12/12/2024 and again at 09:27 am on 12/13/2024. The reference is 241212-049374. The responses from all costco agents were that it will take 10 days to investigate. Since this order has such high value, i am very concerned that ************************ does not take urgent actions immediately to alleviate the issues and could cause further issues if no immediate actions taken. At the end, costco still did not fulfill the order yet and i have been charged. This is to hope that please take an urgent action and refund the amount as the order was not fulfilled.

  Business Response

  Date: 12/18/2024

  Costco has reached out to the member requesting photos of what was received. Once we hear back from the member, we will authorize a refund.  Thank you

  Customer Answer

  Date: 12/18/2024

   
  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:12/11/2024

  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.

  I called costco optics department to find out when i can order another year of contacts. At first i talked to a girl who seemed confused on how to check insurance benefits. I gave her my bcbs benefits ID per my insurance instructions. My wife is the primary benefit holder so I gave her name and date of birth along with our address. She then put me on hold and then another employee picked up and asked how he could help. I told him I was working with someone else and he said he was taking over. I then had to repeat everything to him after which he said he needed my wife social. I explained i don't know my wife social can you please just tell me when I'm eligible to order contacts. He said he wasn't able to give me that information so I asked if I could talk to a supervisor at which time he hung up on me. I called back 3 times and each time he hung up on me. I called back with my ****** voice number and someone answered and I asked for the employees name and was told his name was *******. I told her I would be filing complaints for his egregious behaviour.

  Business Response

  Date: 12/16/2024

  Hi *****, Brook ******* is not a member of ours and has never shopped at our location.  This may have been intended for a different warehouse.  Thanks Todd 

  
  

• Initial Complaint

  Date:11/27/2024

  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.

  Moved to a brand new construction 3-story home and was excited for appliances. Ordered Electrolux Laundry Tower and ** refrigerator and multiple other items on 11-14-24. (Order number **********). Delivery employees refused to wear shoe covers and now new carpet has multiple dark marks that are hard to remove. Delivery employees insisted other delivered items are "first floor only" when the label clearly says "ROOM OF CHOICE." ** refrigerator door had issues immediately since installation; one tries to stay closed and one tries to stay open. They said it was "normal." The laundry tower arrived defective and door did not shut. They said they will leave it in my garage, having it take up space, and file an exchange. A week later, I received no other information and I had to call Costco and speak with at least 4 different employees. Employees said it was processed as a "refund." I clearly stated an exchange as I do not have a washer and dryer and can not do laundry. Employees fixed it for Friday 11-29-24. I asked how do I complain about multiple items arriving defective and having me call numerous times instead of them conducting their tasks properly. The employee on the phone said, "I don't know, just blame me." I received an email and checked online and turns out, the laundry tower was scheduled for Wednesday 11-24-24 instead of 11-29-24. I called numerous times once again and got passed around to multiple people and they just said "its a glitch so ignore it." To this day, my fridge still has issues and I have no laundry tower. I work law enforcement and my fiance and I had to take multiple days off work for Costco's ridiculous and pathetic "delivery" and "communication/service." I had not been able to do laundry in over two weeks. The lack of professionalism, resolution, and solution over a simple exchange and installation is frightening. I am considering to file a lawsuit for compensation of taking days off, carpet damage, stress/turmoil and basic hygiene.

  Business Response

  Date: 11/29/2024

  Costco has confirmed with Mr. *** that the delivery of their appliances were completed, but their refrigerator door issue could not be resolved. Mr. *** has accepted Costco's offer for compensation. Costco has issued this credit in the form of a digital shop card. Costco has advised Mr. *** of the timeframe to receive it.
  
  
  Member has advised that all issues have been resolved, so I will be moving forward with closing this out.