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: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.

  To BBB:*September 21st, 2022.*Approximately $154.00.*General customer service.*Nature of my dispute: ******* clear HIPAA violation of my profile information, my sensitive Optical Rx (prescription) and my progressive eyeglass lens inscriptions were intentionally, irresponsibly and unlawfully exposed to the public view by ******. ****** unlawfully allowed a random female shopper to divulge, interject, fixate and intrude on my transaction without any ethical consciousness or remorse. The random shopper invested her unauthorized presence, violated business property boundary and magnetic observation to MY property and ****** could care less. I, HAD TO BE PROACTIVE AND TELL ****** TO TURN MY INFORMATION OVER!! No decent service.*Between ***************, *******, ****, *** and ****************************** seemed to be the sole professional and insightful Optical manager. No resolution offered at this time. When I repeatedly and firmly verbalized unlawful and violation to *******, he practically sounded as though he was attempting to "hush me" and deny a violation had "possibly" occurred. I absolutely question *******'s work ethics and intention of this traumatizing, appalling and deplorable experience. *Invoice #: *******.

  Business Response

  Date: 09/27/2022

  On 9/21/22, our Licensed Optician at Costco,  Employee *************************** assisted our member *********************. ****** sat down at the desk where she began to key *****'s prescription (which was to *******'s left) and the glasses placed on top of the prescription.  At this time ***** is standing at the counter to ******'s right . A member notices the glasses and approaches from ******* left side and reaches over the desk to touch/inquire about the frames, thinking it was a frame sold at Costco. ****** explained to this member that this frame belonged to ***** and was not available for sale. This is where ***** feels that ****** exposed her information (HIPPA). 
  ****** was engaged with ***** through the entire process and did not leave the area while she was processing *****'s prescription.
  
  

• Initial Complaint

  Date:09/26/2022

  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.

  On September 26 I dropped off my car at Coscto Tire Center to install two back tires. I picked up a car an hour later when it was dark outside. I drove the car to gas station and inspected the tires. Both tires were scratched up and my rims badly damaged. I called tire center and the denied they responsibility.

  Business Response

  Date: 09/28/2022

  The consumer was contacted and agreed to submit an incident report directly with Costco.
  Once the incident report is received Costco will perform an investigation and respond directly to the consumer. 

• Initial Complaint

  Date:09/26/2022

  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 a delta gift card worth $450 from Costco, order id: *********, order date: 11/23/2019. After placing the order I received mail instructions on how to use it. For last 2-3 years I didn't travel much and therefore didn't use that gift card. Now when I opened the mail and as the instructions mentioned to click the button to download the pdf, it says the link is no longer valid. I called customer agent service at ******************** and they mentioned they don't use the third-party gift card issuer anymore so they can't do anything. It's not mentioned in the mail that the link could expire in n number of days and therefore download immediately. If it was mentioned or anything like that Costco uses 3rd party vendor and the link could expire I would have saved it.

  Business Response

  Date: 09/27/2022

  Costco has refunded ********************** order and advised ******************. Costco considers this issue resolved. Thank you.

   

  
  

• Initial Complaint

  Date:09/26/2022

  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.

  On 9/24/22, I received Costco print advertisements at my physical mailing address for a previous resident. I have never been a Costco member. I contacted ************************************* requesting removal from print communications. Costco privacy team replied saying my request cannot be honored by email and that I would need to login to my Costco account. This is not possible as I have never been a Costco member and I do not have a Costco account. I do have a membership number. The person the print communication advertising is addressed to is no longer at this address. My desired resolution would be to removed from all further print communications. Costco customer service was unable to resolve my issue.

  Business Response

  Date: 10/03/2022

  Costco has attempted to reach ************** four times by phone and email.  At this point, the issue is resolved unless we get more information from **************.

• Initial Complaint

  Date:09/26/2022

  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 box of rice from Costco. A few months went by and we kept seeing these little bugs. Finding out from pest control, they are weevils. He said check the Pantry. We found a ton of them hiding around, inside, under items. They were in the cracks, the seams of the cabinets... EVERYWHERE! We started throwing everything away except for unopened items (including the rice at this point).Weeks went by and they were still everywhere and getting stronger. Cleaned EVERYTHING, left no food out, vinegar, lysol, everything. No success. Then online it said rice is most common. Well... we opened the box of rice.... it was white rice, but might as well have been black rice...Literally hundreds, if not thousands of weevils. Horrifying!I messaged the company informing them of this. Their response paraphrased:Were sorry. It's out of our control to prevent infestations in our products. We take every precaution to prevent this. It was probably the delivery trucks, stores or the your Pantry at fault. Return the INFESTED product to the store for a refund.... Amazed a manufacturer who had just explained to me, "Pests like weevils can quickly work their way into sealed packages. It's common for bugs to chew their way into cardboard boxes or plastic bags" Would tell me to return this infested item TO THE STORE!I must doubt a company with a negligent disregard for logic is taking the highest possible safety measures. There is no secondary containment for the rice. It's in an open air box. Basically a weevil highway. So what precaution was taken there?Last I checked, weevils eat ************** products. Not train cars, leather or rubber. So claiming the weevils came from a source other than the open box grain manufacturer, is absurd. This response was a generic response from them too. So must be a common problem of they have a response ready to go...

  Business Response

  Date: 10/05/2022

  Thank you for forwarding this complaint to Costco.  According to **********************, he purchased the rice at issue from a different retailer than Costco.
  
  
  

• Initial Complaint

  Date:09/25/2022

  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.

  Costco refused to ship an order to me because they say they cannot verify my address belongs to me. They have shipped product to me before but now they say my name must be publicly posted on a local utility bill. My husbands name is on the utility bill. They refuse to fix the issue in their database.

  Business Response

  Date: 09/27/2022

  Costco has reached out to the member to advise why this happened and to inform the newest replacement order is successful and processing. Costco is now closing this as resolved.
  
  

  Customer Answer

  Date: 09/27/2022

   
  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:09/25/2022

  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 went to Costco # **** in **********, ** on Sunday, Sept 25, 2022. I had called ahead of time for the iPhone 14 Pro 128gb in space gray for ******** Store confirmed they had 1 and they would put it on hold for me while I made my way in 15 minutes. I cancelled my plans for the evening and went to get the phone. I paid for the device and when they went for merchandise pick up in the front, they didnt have it. The store had already charged my card. All the employees showed absolutely zero contriteness and shame - not even a simple apology for a longtime member when they are in the wrong. They ended up refunding. I asked them many times to look for the same configuration in different color but ******** was giving me an attitude. Very sassy and not at all appreciated. They didnt even look for other stores in the area until telling them like 10 times. They had a 256gb configuration at the store but they wouldnt cover the $100 difference in cost - I even offered on a shop card. This would be the least they could do to help as I didnt want the 256 but only would go for it because they were wrong. ******, ********, and **** (all managers) were all rude and unhelpful. Now I am left with no phone, wastage of my valuable time and no path forward as I am going out of town. This is completely on Costco and they have to own and make it right. My membership number is ************. Please make this right. I am so frustrated you have no idea

  Business Response

  Date: 09/27/2022

  We apologize for any inconvenience while shopping with us here at Costco. The General Manager at Costco #**** has reviewed this complaint and will be reaching out directly to this member to address any outstanding concerns.  We strive to provide courteous and prompt member service and understand that each situation is unique. The time of our members is valuable and we will work quickly to find a reasonable resolution and be as helpful as possible.

• Initial Complaint

  Date:09/25/2022

  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 ********* placed on 04/21/2022 for SONICARE OPTIMAL SERIES Costco said they sent the merchandise, and *** said they delivered it, but I did not receive it, so I had to dispute it, until a month later I received the merchandise, withdrew the dispute, and the credit card was charged back, but Costco sent me a letter said that if I am not paying for the merchandise, Costco will report to the credit bureaus, I do not know why then I have to give Costco my credit card to chargeback, the credit card sent the statement and I found out, Costco double charged on to my credit card, I called Costco to give me the refund, go online and chat with customer service, the problem never solved even I bring the issue to Costco, Costco still refuse to provide me with the refund?

  Business Response

  Date: 09/27/2022

  Costco has made contact with ************ and advised the charges associated with the order and emailed out to the member the documentation so he can compare the 
  charges to his bank statement and will reach back out again on 9-29-2022. We will follow up again at that time. 

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18126945
  
  I am rejecting this response because: If carefully look in the statement Costco will see $81.17 charge two times. 

  The reason is the order *********, Costco says sent, and *** says delivered, but I did not receive from the first time, so I have to dispute (I am not getting the refund from this) until more than a month later I receive the item I order, I withdrew the dispute, so the credit card charged back on to my account. On AUG 31,2022 Costco sent me a letter threatening me with report to ************** and turned me to a debt collector..., I have contacted Costco to let them chargeback to my credit card, that why I said Costco double charge me. My question is why Costco doing this? 
  
   Sincerely,
  
  *******************

  Business Response

  Date: 10/03/2022

  Costco has confirmed we have only processed a charge on 9-5-2022. The member has been advised he will need to work with his financial institute as we are unable to refund him on a charge we did not process. 
  At this time Costco is moving forward with closing. 

   

• Initial Complaint

  Date:09/24/2022

  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.

  In September 2021 I purchased a laptop computer from Costco.com. It was quite slow and didn't serve the need I needed it for so I put it away and then gave it to my daughter when she left for college in July 2022. My daughter said the battery didn't hold a charge, so I contacted Costco concierge because the laptop has a 3 year warranty. When speaking with them, they asked me to locate and take photos of the serial number. On the serial sticker, it says, "certified refurbished" but I allegedly purchased a new computer, not a refurbished computer. Costco.com says vendors aren't supposed to sell refurbished computers, but because it's beyond the 90 days they won't return it. Costco Concierge won't help me with it because they say the serial number on the sticker doesn't match what they have on record (I'm guessing because it was refurbished and not new as it should have been), but that is in fact the laptop I purchased from Costco.com and at minimum they should be looking at it to see the serial number in the settings, rather than just the sticker affixed to the exterior.

  Business Response

  Date: 10/03/2022

  Costco is currently collaborating with Concierge and Ecom to come to a resolution on this issue.
  
  

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18124808
  
  I am rejecting this response because:

  This is not a resolution.  Working with Concierge means nothing because I have been working with Concierge to no avail.
  
  Sincerely,
  
  *********************

   

  Business Response

  Date: 10/07/2022

  Costco spoke with **** this morning and she has acknowledged the 90-Day Return Policy and will turn in the laptop in question to Warehouse 464 in **************. Upon receipt of the item at the warehouse, I will issue and push through the return credit. 
  
  

  Customer Answer

  Date: 10/12/2022

   
  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:09/23/2022

  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 had ordered from costco.com, order #********* on 8-18-2022. The order was processed and apparently delivered on 8-23-2022 at ****. However, no order was received. I spoke with Costco's customer service department and to their supervisor on duty, but they stated that I was responsible for the charges even though I did not receive the items. I disputed the claim with my credit card company after Costco.com would not refund my order. I have Ring video that shows no delivery was made on 8-23-22 at ****. Also, I asked if filing a police report with the ************ ***************** would help me with the refund process, but the customer service department stated it wasn't going to change the outcome of the missing order. On 9-23-22, I received an email from the Chargeback Team from Costco.com stating that I would need to pay and resolve the outstanding issue for the order or else they will not be able to process any of my future orders. They also stated in the email that if I didn't respond and take action in clearing this outstanding order, it may lead to my ability to use my membership at their warehouse locations. I don't feel that it is correct to have to pay for an order/items for which I never received. Whether the package was lost, stolen, not delivered, delivered to a wrong address, or misplaced, I do not feel that it is the consumer's responsibility since the order was never received.

  Business Response

  Date: 09/28/2022

  Costco is moving forward with declining the requested settlement. The members membership agreement as a reseller advises he is not eligible for a refund and or exchange of a non-receipt claim. Costco has again advised this to the member and declined the refund and or exchange. At this time Costco will move forward with closing.