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:10/01/2022

  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.

  Order Number 386885143,Item #*******. One of the power seats no longer operates and the cup console has broken.

  Business Response

  Date: 10/04/2022

  Costco has reviewed your complaint regarding the operation of the power seat and damaged cup console. We have reached  out to the member and we are actively working towards a resolution. 

   

  Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18153224
  
  I am rejecting this response because I will consider this closed once the issue is resolved
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/12/2022

  Costco is working on a solution, a medic is scheduled to visit member on 10/22. 

• Initial Complaint

  Date:10/01/2022

  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 ****** Idea pad 5 from Costco on 02/03/2021. Recently while updating to Windows 11, the laptop stopped working while attempting to connect to Wi-Fi network. Since I bought from Costco, I am supposed to get a 2 year warranty from the date of purchase as a part of Costco Concierge program. As a result, I called Costco customer service and as guided, attempted for a system recovery, but it failed. Since Costco failed to assist successfully, as a part of the program, the case was later transferred to ******, but they could not fix the problem by telephone. ****** informed me that they cannot honor Costco's 2 year warranty forcing me to pay for the repair cost. It is very clear, that both Costco and ****** are not honoring their promise of 2 year warranty. In addition, I believe ****** is selling their inferior ****** products through Costco. I request BBB to take necessary steps to make Costco and ****** to honor the 2 year warranty promise of Costco Concierge. Since my son is using this inferior product from Costco / ****** for his school work, an expedited action / repair is requested. The details of the laptop ****** Case # ******-2822; Model Number: 82FG0002US; Serial Number: ********

  Business Response

  Date: 10/06/2022

   Costco contacted the member to get their membership information so that we can look into his purchase and assist them with their complaint. The member ********************* stated that he has no complaint as of today because ****** called him back and is assisting him with the repair. **** was given a Costco agents name and was told if ****** is not able to assist him he can contact the agent and they will help him.  Member was appreciative.

• Initial Complaint

  Date:09/30/2022

  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 had bought a ********** from Costco that broke under warranty. They had no replacement so they gave my money back. Great! So I bought another tv, ** 86. When I got the mail that night I saw the Costco flyer, which had the same tv for $300 less. Sale started on 9-28-22, I would have waited a week fo save $300! On 09-29-22, I return to Costco per their instructions to get a price adjustment . They did not have the tv in stock so the manager said they could not do a credit. What? She said check back and maybe well get more in. I said what? I have to check your inventory everyday? I asked if I could order it online. Yes, she said.This sounds like Bait and Switch to me!I just want the $300 difference I feel Im owed!

  Business Response

  Date: 10/06/2022

  Spoke with ****************** this afternoon. Explained the reasoning behind our policy, and that because of his long standing membership status with Costco an exception would be made and a price adjustment would be authorized. ****************** was thrilled and presented at the warehouse this afternoon to get his price adjustment. Everything went well.

  Customer Answer

  Date: 10/12/2022

  This matter has been resolved, thanks to your help!
  
  Again, thank you very much!
  
  *********************
  Case #********
  

  
  

• Initial Complaint

  Date:09/30/2022

  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 purchased Costco membership at $40 through Groupon on June 10, 2022. This deal commits $40 digital shop card and $40 coupon for orders over $250. However, I didn't received any of them until August. Therefore, I called Groupon and Costco several times to solve this problem. ******* claimed that they already provided their service and I was supposed to contact Costco. But Costco said they already sent to me and apparently I didn't get them. I provide different email adresses trying to receive the digital card and didn't work. After numerous negotiations, they finally filed the shop card but refused to provide the coupon since it is overdue. And then I figured out that I am not the only one who didn'e get the rewards. There are many other customers who had similar experience with me, which is an awful action for such a large merchant like Costco. I ask Costco to reissue the coupon or refund me the $40.

  Business Response

  Date: 10/06/2022

  Costco has reached out to the member and did not receive a response and was unable to leave a message. A email was sent to the member to hopefully get in contact and address their concerns. 

   

• Initial Complaint

  Date:09/29/2022

  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.

  Last year my husband (now ex-husband) bought an hp laptop from Costco. I was the one using it and found a small crack this year. Because Costco offers extended warrantee, we contacted them and sent the laptop to them for repair. It went smoothly, and I got the repaired laptop back. The crack was fixed, but there is now a bigger dent. I contacted Costco again and they said this kind of physical damage is not covered by the warrantee. I understand that if I was the one who made the damage, but I was not! It doesn't look like a damage from shipping because it was packed really well.Costco Service Request #******-001214

  Business Response

  Date: 10/06/2022

  The Costco ******************* Team has reviewed ******************* concerns regarding their HP Laptop. Costco will be issuing a 1 time return outside of our 90 day return policy.

  Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience *************** may have experienced.

  Customer Answer

  Date: 10/06/2022

   
  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:09/29/2022

  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.

  My 16 year old refrigerator finally died and I placed an order with Costco on 4/15/22 for a new GE refrigerator. Order number *********. I rented a refrigerator for 2 weeks prior to deliver on May4, 2022. T he rental cost me $95. This order with tax amounted to just under $3300. In mid September I noticed that all the food in the freezer had thawed. I called immediately and they scheduled an appointment for a GE repairman to come and service it. The service call was scheduled for September 30th but he called and said he come out today, September 29th. After running diagnostic tests he determined the refrigerator had a sealed system leak and it needed a new compressor. He checked and the compressor is back ordered until the end of October. I called the concierge service and they said they couldn't do anything because it was outside of the 90 day return or replacement option. (only by a little over a month). The representative I spoke to (******) was very helpful and said she would see about getting the refrigerator replaced. I got an email from ****************** saying I would have to work with GE. I called and was on the phone for over an hour. The gentleman I spoke with kept putting me on hold. I finally asked for a supervisor and he said they were busy/. He came on the line and said I have to wait until the part comes in. With supply chain issues it may not come in at the end of October. I was not asking for a refund. I just want the same or comparable refrigerator.

  Business Response

  Date: 10/07/2022

   The Costco ******************* Team has reviewed the member's complaints regarding their GE refrigerator. We don't show our member has reached out to the Costco warranty team in the past so we are unable to confirm any details at this time on our members' case. A warranty representative will reach out to our member to gather the unit's details and reach out to GE to offer assistance. Thank you for contacting Costco Wholesale Corporation.
  

  Customer Answer

  Date: 10/10/2022

   
  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:09/29/2022

  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.

  Received multiple emails our replacement refrigerator would be delivered 09/29 and the damage one would be picked up. Costco picked up old refrigerator and then left it outside blocking my neighbors exit and entrance which is a fire hazard. This happened at 9am it is 1pm with no resolution.

  Business Response

  Date: 10/05/2022

  Costco has made contact with out member. The fridge was brought back into the member's home on Wednesday, 9/29 for use until the replacement arrived from the vendor.
  
  We have now received the replacement fridge and delivery / pick up is scheduled for Saturday, 10/8. I spoke with the member and confirmed availability on this date.
   

• Initial Complaint

  Date:09/29/2022

  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.

  Purchased a grill on Costco .com and cancelled a couple days later after finding it locally. The product still shipped several days later and their Cust serv department told me to refuse shipment. I spoke to someone again and they said they would take care of cancelling the shipment. They didnt. The shipping company called and I had to refuse shipment again per instructions and now I am over two months in, never received the product and have a $500 charge that I had to dispute since I never received the product. Called customer service again and they said I received credit, which initially I did, then they recharged and refuse to help me. I am filing a report with the local news station on scams. Costco.com is a scam company. They need to answer the dispute and credit the account permanently.

  Business Response

  Date: 10/05/2022

  Costco has made contact with *****************  Costco has accepted the dispute as a refund and confirmed no further refund is needed with the Member.  **************** is waiting for the provisional credit to update to a confirmed credit, but Costco has already approved this.  

  Customer Answer

  Date: 10/05/2022

   
  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:09/29/2022

  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 purchased a travel package including air, hotel, and rental car from Costco Travel with the charge of $1556.08 being completed on 8/15/22 for travel beginning 9/3/22 and ending on 9/8/22. Following travel, the hotel, Candlewood Suites in *******, ** never received payment for their portion of the stay and were forced to charge our card for $554.10 for payment not received from Costco Travel. I have attempted to contact Costco Travel for assistance without success. Candlewood Suites has attempted to contact Costco Travel for assistance with this payment without success. I have filed a fraud complaint with my credit card provider and we are working on finding a resolution. However, no one is able to speak to a representative at Costco Travel at all. The hold time has been anywhere from 40 minutes to 2 hours without assistance. I have also filed on line with a complaint form and the estimated response time is 6 weeks. This is unacceptable when such a large amount of money is being withheld from a service provider. Also, this appears to be fraud since Costco Travel is not providing the funds to the booked hotel that were promised. I am caught in the middle with an additional charge of $554.10 as a result of their fraudulent actions.

  Business Response

  Date: 10/03/2022

  Costco Travel has reviewed this case and it appears the virtual credit card was not charged by the Candlewood Suites. We refunded the credit card for the additional charges of $554.11 on behalf of the Candlewood suites. Legina should see the refund in the next **** business days back to their credit card on file. Ive spoken with ****** and provided an explanation. Costco Travel apologizes for the inconvenience this has caused.
  
  

  Customer Answer

  Date: 10/03/2022

   
  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. Candlewood Suites disputes that they had access to charge a virtual card and Costco did not provide that in their system. However, this resolution will work with everyone receiving what was originally agreed upon at the beginning of the purchased trip. Thank you.
  
  Sincerely,
  
  Legina Rule

• Initial Complaint

  Date:09/28/2022

  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 mattress and a dresser from Costco online. ******** that was described to be "plush" was firm and nothing like we felt in the store. The first review on the dresser listing online described outlet connections which proved to be a lie. After multiple hours chatting with customer service, it's taken almost 3 weeks for me to get them both scheduled for a pick up return service they advertise. I called the first day of the scheduled pick up when no one showed to find out it was never actually scheduled for that Day. After getting an actual scheduled date for the mattress, I was told in another chat for the return of the dresser, they could pick up both if I delayed the pick up a couple days later. Told them I could do anytime before 3pm ( be cause of my job) that day for which "they made a note." My time frame was just given 3:45-5:45pm. I have asked for compensation for all my wasted time multiple times with denial each time. Not only are Costco online ads seemingly false advertisement, but their return service is a joke.

  Business Response

  Date: 09/29/2022

  Costco has contacted the member regarding their post. We will follow up with the member tomorrow to confirm pick up and continue assisting the member until we reach a resolution.