Business Profile

Buying Clubs

Costco

Headquarters

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Complaints

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

Customer Complaints Summary

1,213 total complaints in the last 3 years.
35 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:09/28/2022
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 a sectional sofa from Costco. I then purchased an armless chair as an addition to the sectional sofa from the vendor directly.I ended up returning the sectional sofa but Costco Logistics took the armless chair I purchased separately from the vendor. Details of what occurred during the Costco pick is on the emails attached. Costco customer service initially mentioned they were unable to retrieve the chair and instructed me to ask the vendor directly for a refund. It's unfair to ask the vendor since Costco confirmed they destroyed my armless chair and only apologized for it. I ask that you please take responsibility and provide a refund of $970.00. I provided a receipt but the vendor (Prospera home) can also confirm this.
Business Response
Date: 10/03/2022
Costco is currently waiting for confirmation from their carrier as to how many pieces of furniture were picked up from ******************' home to determine if the extra piece was picked up by them. After getting this confirmation, Costco will proceed with available options for *******************
Initial Complaint
Date:09/28/2022
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.
Costco sent an advertisement about an ***** coming out on sale today. My husband went to the Costco on Palandale as soon as they opened just to find out that they didn't have any in stock. He went to the on in ******* again no **s in stock. When he called customer service he was told that the main wear house didn't have any. I called also customer service and was told by the representative that she couldn't locate any of the **s in **********. I'm very upset and disappointed for the falls advertisement. I want Costco to give me a raincheck for me to get the ** that I want, it's the ** 86" for $1099.99.
Business Response
Date: 10/03/2022
Costco has reached out to the member and advised them that the item was part of a "Pull and Hold" for potential safety concerns and will not be available at this time. We are continuing to work with the member and Buying Team to see if there will be a similar item available in the near future.

Customer Answer
Date: 10/03/2022

Complaint: 18142803

I am rejecting this response because:
I believe that Costco made a mistake on the add and that is why they won't put those TVs out on the floor. Costco should make it right by giving me a raincheck.

Sincerely,

***************************
Business Response
Date: 10/11/2022
Costco has reached out to the member and left a voicemail requesting they contact us.
This item will not be sold due to a potential safety concern and this is not only limited to Costco. We would be willing to honor the price for the member if it did become available again in the future.
Initial Complaint
Date:09/28/2022
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 mattress in a box on 9/25. Was told that the mattress could be picked up by costco services and returned to Costco free of charge. Went to return to Costco today and they are telling me this is not a service that they offer. I cannot be expected to transport a mattress that came compressed in a box that can fit in the trunk of a car, and turns into a king sized mattress. Something needs to be done.
Business Response
Date: 10/04/2022
Costco has been in contact with the member since Thursday 9/29. We will be arranging pickup of this mattress. The member stated that tomorrow would work for pickup, so we will be arranging pickup for tomorrow morning.

Customer Answer
Date: 10/04/2022

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:09/28/2022
Type:Order 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 booked and paid for a trip with Costco Travel to **************** in July 2022. Costco advertised and promised that my travel package included a gift card of $200.00. They said that I'd receive the gift card 2-4 weeks after I return from the trip. I returned back home (*******, **) on the evening of July 28, 2022. As of today, September 25, 2022 the gift card still hasn't been received AND Costco has not reached out to me to provide guidance on the delay. Every time I try to contact them about the issue the general Costco Travel number directs me to complete a form versus speaking with a Costco rep. **** is not great customer service when the company owes me a gift card. In other words, I believe they falsely advertised to gain the business.
Business Response
Date: 09/29/2022
Please consider this matter resolved. Costco reached out to Shontave and discovered that we did not have the full address in our system. Costco, sent an email to Shontave for warehouse pickup.
Initial Complaint
Date:09/27/2022
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.
Bought a TV from Costco which is still under their ****************** which is NOTHING associated with any kind of service. Went through the steps initiating the service issue (over 90m on the phone). Submitted a photo of the problem (screen failure) confirmed viewable/ identifiable. Told I'd get a call from "dispatch" for a tech to come onsite w repair part. I responded that was not acceptable, since the part is the contents of the entire TV, requiring full replacement. I still haven't received a response. Called Costco ***************** again. Was informed that 3rd party vendor (ITI) dispatch was responsible for outreach and scheduling a technician to come onsite to "evaluate" the *********** if it's repairable or required replacement. Again... 1) Never informed of that initially by CC service team, 2) Still haven't received any contact from 3rd party vendor. The definition of "Concierge" by *******: ": a person or service that provides assistance with personal business "I have received nothing of the sort from Costco. Instead, I get a substandard handoff to an unprofessional company committed to doing the absolute minimum with no care to the actual "MEMBER" of Costco. Aside from the utter disrespect and lack of consideration for my personal time/effort thus far (over 180mins of cell phone conversation & excessive waiting to schedule someone to resolve the issue), I STILL have a TV that is not working correctly & STILL don't have a clear resolution.
Business Response
Date: 09/28/2022
"Costco Technical and ******** Services has received our members' concerns. We have located the open case under our ticket
#******-003485. We saw there were some questions from our ****************** Center. We have included the photos provided in this BBB case to our ticket. We will make another attempt to reach the *** and ensure an appointment is scheduled as soon as possible."

Customer Answer
Date: 09/28/2022

Complaint: 18138968

I am rejecting this response because:
1) Not good enough! There needs to be some kind of accountability to get an immediate resolution instead of re-engaging the vendor that's not delivering a solution.
2) I was asked for supplemental photos of the "sides" of the *** If Costco took a moment to actually look at the *** they would know that it's an ultra-slim (there are no sides).
3) I was told that this issue would be resolved immediately. But this response simply states that an outreach will transpire instead of guaranteeing a solution.
4) Over 2 weeks. Who knows how much longer.
5) What about the compensation for the poor service & lack of any "concierge" service/attention?
6) I'm still waiting for a Costco Service Manager to contact me, as I was told would happen from speaking with the customer service rep just yesterday.

Sincerely,

Sen Sei
Business Response
Date: 10/04/2022
Costco has confirmed that our Repair center will be conducting an on site diagnosis shortly, the member provided their availability to Costco on 10/3/2022 in which we provided it to the repair technician. Costco does not offer Compensation for warranty issues, due to the delays, Costco will review for a one time monetary compensation credit once all issues have been resolved. Our member is in contact with the correct team that would be able to address this issue properly and in a timely manner at this time. We will continue to stay in contact with the member to offer assistance through resolution.

Customer Answer
Date: 10/04/2022

Complaint: 18138968

I am rejecting this response because:

I've called the Costco *************** every single day since I've filed this complaint. Each time I get an excuse that I'll be contacted, and I'm NEVER CONTACTED!
The reason why I do not accept this response is because it's a flat out lie. There is no "service". There is no "accountability". There is no "follow-through". How can I believe what is stated here when it doesn't happen.

Spoke to ****** (#*******). Promised that I'd get a phone call within 24hrs. Never happened.
Spoke to ******* (#*******). Acknowledged that I'm still overdue for a contact attempt, and she confirmed that it hasn't happened. She Reissued the ticket for a priority response.

I'm waiting for over 2 weeks to get this issue resolved. This is not acceptable.

Sincerely,

Sen Sei
Business Response
Date: 10/07/2022
Costco will be offering a one time return outside of our 90 day return policy due to delays. An agent will be in contact to finalize.
Initial Complaint
Date:09/27/2022
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 ******* fridge from Costco.com on 8/24/22.The fridge was delivered on 9/6. Fridge was defective and returned. The delivery installers damaged my floor in the process for when the fridge was delivered. I have a damage claim opened with Costco. Communication has been slow with Costco and it's subcontractor ***** Delivery. I was asked to retrieve quotes for a repair of my oak hardwood floors. The flooring companies advised that if I was to repair just the damaged section of the floor, it would be impossible to match the rest of the floor. Therefore it has been recommended that I replace the floor. Refinishing, while possible, is not a preferred option since it will take away the original characteristics of the floor.Refinishing will also require me to hire movers, storage pods and to vacate the home for several days. I have included all relevant quotes for refinishing the floor. This is not the preferred option, especially since I am wanting to keep the aesthetic of my current floors.The flooring replacement quote is attached from America's Floor Source. My damage claim number with Costco is 220903-028421
Business Response
Date: 10/05/2022
Costco states he claims adjuster for ***** Last Mile is *****, has been trying to get in contact with the member to get a total dollar amount, to settle the damage claim. I did hear that ***** is starting the insurance process as this claim will most likely go to the contractors insurance company." Thus for I have not receive another update. The Escalation Team with Costco can only monitor damage claims.
Customer Answer
Date: 10/05/2022

Complaint: 18137612

I am rejecting this response because:I understand that Costco subcontracted to Ryder for delivery services but I hired Costco to deliver my appliance.
***** then sub contracted to a local company which has been non-responsive. We're coming up on a month since my floor was damaged. I provided an estimate to ***** at ***** but I would like Costco to help expedite this damage claim because I have not had a lot of communication without me being consistently involved.

I am also attaching an estimate here.

Sincerely,

***********************************
Business Response
Date: 10/14/2022
Costco is actively seeking a resolution for this case. Thank you for your patience!
Customer Answer
Date: 10/20/2022

Complaint: 18137612

I am rejecting this response because: I would like to keep this complaint open until the claim is settled and closed.
QBE insurance reached out to me and their adjuster came out on Monday to take measurements. I am waiting to hear back from QBE on next steps.

Is Costco working with QBE to help this claim move along?

Sincerely,

***********************************
Business Response
Date: 11/01/2022
Costco is actively seeking a resolution for this case. Thank you for your patience!
Customer Answer
Date: 11/07/2022

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:09/27/2022
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.
Costco is selling ******* refrigerators with known defects on ice makers and cooling issues. My ******* refrigerator came with my home purchase in June, 2021 and has had ice maker issues and now cooling issues that ******* will not repair or replace the refrigerator. I will attach a service bulletin that will document that this is a known issue. Implied warranty should stand and a refrigerator that is four years old should not have major issues. I have proof of dangerous cooling issues. I seek a refund for the refrigerator and compensation for my food loss.
Business Response
Date: 09/28/2022
Thank you for contacting Costco Wholesale Corporation. We appreciate the opportunity to respond to your inquiry. The Costco ******************* Team has reviewed our valued members' complaints regarding their ******* Refrigerator concerns. Costco regrets to inform us we will not be able to offer a refund or food loss compensation as the unit was not purchased by the member in question. We can however still offer assistance with sending a request to ******* to ask them to assist with a repair under the Sealed system warranty. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.

Customer Answer
Date: 09/28/2022

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. If Costco can assist me with getting the refrigerator repaired at no cost it would be agreeable to me.

Sincerely,

*****************************
Customer Answer
Date: 10/06/2022
I havent heard from Costco on their offer to try to get ******* to make a repair to my refrigerator. Please contact and have them follow up with me - ************************* phone ************
Business Response
Date: 10/17/2022
Thank you for contacting ******* Electronics ************** we appreciate the opportunity to respond to your inquiry. ******* has reviewed ************************ complaint related to her ******* refrigerator. Our records show records show the agent assigned to the claim spoke with ******************** on 9/02/22 to discuss the case. Our records further show the agent explained to ******************** that the refrigerator is out-of-warranty and ******* is unable to cover the cost of the repair to address the cooling issues. Our records show records show the agent offered to set up an out-of-warranty repair but ******************** declined the offer. **************** refrigerator is over 5 years old, is out of its one-year manufacturers warranty as well as outside of the 5-year warranty for the sealed system and due to the age, the cost of any out-of-warranty repair would be at her expense. Regrettably, outside of our offer to set up an out-of-warranty repair for the refrigerator, there are no accommodations for the claim. Thank you for contacting ******* Electronics America, Inc.
Customer Answer
Date: 10/19/2022

Complaint: 18136884

I am rejecting this response because:
Information in the response from ******* is not accurate. My refrigerator was purchased in January, 2019 so it is not 5 years old.
Sincerely,

*****************************
Initial Complaint
Date:09/27/2022
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 booked a trip to go to Hawaii in June, C398057125. Included in our package was transportation from the airport to the hotel. We arrived in Hawaii as scheduled, around 7:30pm. We went to baggage claim to try to find our transportation and did not see anyone who appeared to be gathering folks to go to our hotel. I tried calling the phone number that Costco Travel provided ***********************, Phone Number: ************, but they were closed. We ended up paying for a taxi to take us to our hotel. The night before we were to fly home, I contacted Costco Travel to arrange our transportation to the airport, to ensure that we would have transportation. I also explained that we did not receive our transportation from the airport to the hotel when we arrived. The person I spoke to said they made a note in my account about the issue and would contact ***************. After I got home, I filed a claim with Costco Travel MSI0136103, I believe that was 06/28/2022. I've followed up on that claim multiple times and have only received responses saying that an agent will be assigned my claim shortly. But that has not happened. I was looking to be reimbursed for our cab fare, since I had already paid Costco Travel for the transportation that we did not receive.
Initial Complaint
Date:09/27/2022
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 purchased 5 boxes of face masks at costco.com and each box contain 50 face masks on 5/9/2022. Right after I received the order, I realized the expiration date is 8/2022. I will not able to used up all these five boxes before the expiration date. I then took it back to Costco warehouse to return. The Costco warehouse refused to take it back because of it is Face mask. I then reached out to my credit card company to file a dispute. In late 2022, I received email from Costco and asked me to pay for the dispute credit. I have no issues to either return the unused face mask to Costco.com by mail or provide me a credit card number to pay for these expired face mask. I am very disappointed the seller selling stuffs that are soon to be expired and not letting the customer to return.
Business Response
Date: 10/03/2022
Costco has been in contact with our member and we are currently waiting for the refund to process.
Initial Complaint
Date:09/27/2022
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.
On September 15th. I ordered and pay a set of tires in Costco. As result the store scheduled an appointment for today Monday September 26th at 12 p.m. for the installation of the tires at the store located *************************************************************. I received multiple messages and appointment reminder, the last one received today September 26 at 5:00 a.m. reminding me the appointment today September 26th at 12:00 p.m.Today around 10:42 a.m. I received a call from the store to cancel the appointment due to logistic issues. As I recall from the setting of the appointment, the tires were dispatched and expected to arrive on September 22nd.Clearly, this is unacceptable. I paid $760.00 for the set of tires more than tendays before the appointment. As result I find the situation unacceptable and the justification that the transport of the goods to the warehouse occurs few hours apart adjudicating the goods is highly questionable. So, I would like to ask to verify that indeed the set of tires were not dispatched and that they store preserved the criteria of adjudication to the customers warn the possible customers about the situation.
Business Response
Date: 10/04/2022
The issue was resolved directly with the consumer.

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