Business Profile
Buying Clubs
CostcoHeadquarters
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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 ComplaintThe 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:09/23/2022
Type:Service or Repair IssuesStatus: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 washer and dryer from Costco online. They sent a delivery team that was extremely unprofessional. They ended up damaging my staircase by putting the washer on a dolly and wheeling it down two flights of stairs. That crew didn't even deliver the washer and dryer! They used the rain to weasel their way out of doing the job. Could have very easily brought the washer and dryer to the porch unwrapped... and then brought into house. Instead they insisted on just leaving it in my garage. Another crew had to come a day later to deliver. $1300'ish in damages PLUS the contractor (a top reviewed flooring company) said my wife, dogs and I would need to be displaced while the repairs are done and 2-3 day days after. This means I would need to get a hotel (I provided costco with a reasonable option) and board the dogs during this repair. Roughly another $900-$1000 I've also spent an absurd amount of time because of Costco's confusing process and the fact that multiple parties are involved. Costco has been very hands off and no proactive. It's been almost a month and half since the incident. I'm talking ***** hours not including being out of my house for a week.... so I requested Costco to compensate me roughly $500 for my time to deal with this All in all about $2,800 to cover repairs, my family's displacement costs and time burden. I didn't even quote the door that was damaged! All because I trusted Costco to deliver me a washer and dryer. Forward Air and Costco have both admitted fault. Forward air had their insurance company reach out however they refuse to pay for anything outside of repairs. They said I should be forced to find a different contractor who uses a different type of stain (the insurance rep isn't a contractor)... and for my wife to stay in a tiny guest room we have downstairs (not practical. I'm 6'1 340lbs. small bed)Video of damage: https://drive.google.com/file/d/1qzl0DVK6H6z81yCNodgaZ55s2Rkv3AB9/view?usp=drivesdkBusiness Response
Date: 09/23/2022
This has been sent to the appropriate to assist with this matter.Initial Complaint
Date:09/23/2022
Type:Service or Repair IssuesStatus: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 having a bevy of problems with the pharmacy at sore #****.There are problems with getting my prescriptions filled and for the quantity that the doctor writes the prescription forthese are life-saving medicationsthe pharmacy blames it on the doctor and/or the insurance company I shared with my doctor the problems with the Costco pharmacy so she literally sent the prescriptions over while I was in her officeI dont think the pharmacy understands how important it is for me to get my medication.. after waiting over an hour I had to leave due to medical problems that were exacerbated by the back and forth with the pharmacy in trying to get the right meds in the quantity prescribed.The pharmacy does not seem to take any accountability for the constant mistakes and the staff is very dismissiveI need my meds and can not spend hours trying to get themI had to leave without my meds and one of them was supposed to be started immediatelysince there always seems to be an issue in treatment I am starting to think that I may be being discriminated against due to my race and being a person of color.Business Response
Date: 09/23/2022
We have sent this to the appropriate team to assist with this matter.Customer Answer
Date: 09/23/2022
Complaint: 18117952
I am rejecting this response in reference to my complaint because the response only indicates that they would forward my complaint to the appropriate teamso I will wait to see what the proposed resolution is from the business.
Sincerely,
*******************Business Response
Date: 09/29/2022
"Patient has been contacted and agreed to edit this complaint. Thank you for bringing this to our attention, we have worked with multiple parties to resolve it. After our discussions today, you have all required medications and the means to contact us should any future problems arise."
Customer Answer
Date: 09/30/2022
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. I was able to speak with the regional pharmacy manager **** and I found his respond to be in alignment with the member satisfaction philosophy of Costco.We discussed all of my concerns and he was very empathetic and apologized for all of the difficulties that I was experiencing with the local pharmacy. Additionally, **** spoke with the local pharmacy manager to put some things in place to ensure that I can get my meds in a timely fashion and in the quantities as prescribedI am extremely satisfied with the response.
I am now looking forward to starting over and working with the local pharmacist who appears to be a great person.
Sincerely,
*******************Initial Complaint
Date:09/23/2022
Type:Product IssuesStatus: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 have two Costco shop cards in my hand, and I haven't used them once. There are $500 dollars and $300 dollars in them. The balance became $0 a few days ago. I called Costco customer service, and the customer service said that card was used on Costco.com. It will shipped to ********, but Im at **********, Costco customer service said that they could intercept and refund me to the card. The $500 card was returned to the card in three days. Right now it was almost 3 weeks and I still have not receive that $300 refund. According to the order number given by agent, I check the shipping detail, it already return back to Costco. However, they did not refund, to me or the thief. They charge for the item and keeping the item. I want to know where is the money? Where is the money! The the theif could not stole my money, then did Costco stole my money?Business Response
Date: 09/23/2022
We have sent this to the appropriate team to assist with this matter.Customer Answer
Date: 09/25/2022
Complaint: 18116779
I am rejecting this response because:I have two Costco shop cards in my hand, and I haven't used them once. There are $500 dollars and $300 dollars in them. The balance became $0 a few days ago. I called Costco customer service, and the customer service said that card was used on Costco.com. It will shipped to ********, but Im at **********, Costco customer service said that they could intercept and refund me to the card. The $500 card was returned to the card in three days. Right now it was almost 3 weeks and I still have not receive that $300 refund. According to the order number given by agent, I check the shipping detail, it already return back to Costco. However, they did not refund, to me or the thief. They charge for the item and keeping the item. I want to know where is the money? Where is the money! The the theif could not stole my money, then did Costco stole my money?
Sincerely,
*******************Business Response
Date: 09/29/2022
Costco has already reached out to this set of recipients and has denied the refund as this is treated as stolen cash. This is now deemed as shop card fraud and Costco will not be issuing a refund. This is our final response. Thank you.
Initial Complaint
Date:09/22/2022
Type:Sales and Advertising IssuesStatus: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.
Due to Covid we were not allowed to go to *******. We had no choice but to cancel, over, and over again. We had a nice credit about $700 dollars. We used a portion because Costco had us use some regardless, saying we would lose our own money if we didn't use it and when we used it, we HAD to purchase a hotel stay!!! With our own money. I'm filing because we should be refunded our balance of $371 dollars. This isn't fair to us. We shouldn't be forced to pay $1700 which includes the $371, it's ridiculous. All we want is our refund for $371 we can't afford their demands we do not want problems all we want is to be refunded what they owe us. I read that by law they should have refunded vs making us fly with who they chose and rent a hotel of who they chose. Please help It's just not fair to me as a consumerBusiness Response
Date: 09/23/2022
We have sent this to the appropriate team to assist.Initial Complaint
Date:09/22/2022
Type:Service or Repair IssuesStatus: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 filled out the form on Costco.com to get pricing on quartz countertops. I was then contacted by ***** with Stone World (costcos third party countertop supplier for my area). ***** the Sales rep sent me pricing on countertops then called to tell me she couldn't sale me that brand because I was a Costco customer. Not to mention she sent me quotes not one time but TWO times for a product she later decided she couldn't offer me. The brand they can sale with Costco was more expensive than what she had quoted me. The store refused to sale me the less expensive countertops. We spoke to management and they refuse to let us order the cheaper product. We contacted Costco to discuss our frustrations regarding the matter where we continued to get the run around. Fast forward to 1 week later a manager from Costco corporate calls my husband to tell us Stone World states they weren't at fault and the problem was a budget issue on our end. That is not the case!!!! We liked the countertops quoted that just happened to be the less expensive brand than the Costco brand that Stone World can sell us.... Both companies have done nothing to resolve our issue and I've spent over $6,000 (for appliances etc) at Costco in the last two weeks on a remodel and now I wish I'd went to ***'s club to spend our money! The customer shouldn't suffer for a employee who made a mistake. Stone World was in the wrong and so is Costco on this matter.Business Response
Date: 09/27/2022
The Costco Special Order Countertop program exclusively offers the ********* line of countertops (Sensa, Silestone or Dekton). If a member would like to purchase a brand outside of the ********* line from the dealer, that purchase will need to go through the dealer's core business. Any purchase other than ********* will not be a Costco purchase per company policy. Stone World determined after the quote of non-costco product that they would not be able to meet the members expectations on the m and the project was cancelled.Initial Complaint
Date:09/22/2022
Type:Service or Repair IssuesStatus: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 sold defective detergent pods that ruined my blankets and bed. I'm currently renting a furnished house and I will likely lose my deposit because of this defective product. Costco refused to allow me to return the item because they had to conduct an investigation. We're going on about two months and every time I contact them about it they just tell me to wait.Business Response
Date: 09/23/2022
we have sent this to the appropriate team to assist.Initial Complaint
Date:09/22/2022
Type:Sales and Advertising IssuesStatus: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.
Please check the screen shot I sent, when I purchase the iPad, apple keyboard and apple care+ it states include Apple Pencil, apple keyboard etc. But when I claim with apple first they didn't have the info for apple keyboard then I contact Costco, said it didn't include those even thought it still on the website right now, I just found out on the item page a lot of customer complaint the apple care+ not working if they purchase through Costco.com.https://www.costco.com/.product.1517056.htmlBusiness Response
Date: 09/22/2022
We have sent this to the appropriate team to assist.Initial Complaint
Date:09/22/2022
Type:Product IssuesStatus: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 on 7/26/2022 for $60 with cash back offer using "***: **** **** **** ****" at ********, ******** location, and my membership# is ************. I was told that I would be receiving the cash back within 4-6 weeks, but never received so far.Then, I contacted the membership services on 9/16/2022 and informed that I haven't received the cask back yet, to EmpID: MarkD1507ISS. He checked in the system with the *** code I provided and told me that the Costco entered wrongly by mistake, and mentioned that I would receiving a call from Costco at Sterling in 2-3 days and they would honor "$30 cash back offer" immediately, as it was already delayed. But neither I received call nor the cash back.Please help me in resolving and get back my cash back as quickly as possible.TIA.Regards,*********************Business Response
Date: 09/22/2022
We have sent this to the appropriate team to assist.Initial Complaint
Date:09/22/2022
Type:Service or Repair IssuesStatus: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 washer and dryer from costco.com which was delivered in early Aug. Due to faulty installation and delivery (which also damaged our flooring), as determined by costco.com, it needed to be replaced by another washer/dryer set. Since this one was out of stock, the resolutions team found another set, and also promised to adjust its price to match the previous set that was bought on sale. So far, things sometimes happen to and we are being understanding.This is where the nightmare began. Since the last 1.5 months, costco.com booked 6 separate delivery dates with us to pick up the previous washer/dryer and deliver the new one, and the delivery team did not show up or provide a warning. We adjusted our schedules and stayed home, and each time, they didn't show up. For the last 1.5 months, we do not have a washer and dryer. To add to the misery, they had picked up our old, functioning washer and dryer and are unable to return it - I would much rather cancel our order with them if they could just return our old one. Costco.com needs to do the following:1. Deliver a Washer Dryer as promised ASAP. We are very flexible on brand/color - just deliver us a washer dryer. Provide pricing adjustments/credits as promised by the resolutions team 2. Pick up the previous one ASAP and refund that money. I have monies tied in two washer dryers right now 3. Fix the floor damageBusiness Response
Date: 09/22/2022
We have sent this to the appropriate team to assist with this matter.Customer Answer
Date: 09/22/2022
Complaint: 18061534
I am rejecting this response because: There is no action associated with it or a proposed resolution.
Sincerely,
*******************Business Response
Date: 10/04/2022
Costco is actively seeking a resolution for this case. Thank you for your patience!Customer Answer
Date: 01/19/2023
Costco delivered and installed a washer/dryer incorrectly and damaged the flooring, along with the washer/dryer they installed at that time. A new washer and dryer was ordered as replacement with costco, which the costco delivery **** then refused install due to the floor damage that they themselves had caused earlier, saying that the *********** to be repaired first as it posed a risk. Per their recommendation, that washer/dryer was left in out house while this repair to the floor was made and sorted out. This whole process took months of multiple months of back and forth and agony, and we did not have a functioning washer and dryer. Eventually, the floor was fixed (costco acknowledged its error and paid for the floor themselves, all documented) and the new machine was installed on Nov 9th. We are now trying to return/exchange this this washer/dryer, which Costco is now refusing saying that its outside their 90 day return window. This is a shocker as the machine was installed on the 9th of Nov, and any reasonable return window clock should start from that date and not the date the machine was delivered and their own team refused to install. The idea behind a return window is that it gives the customer time to try that product during that window. If you only delivered the product and refused to install it, and then took months to to do it, you are essentially running out the clock. The washer/dryer was as good as being at your their own warehouse. The delay was their fault and we had to go though months of aggravation to begin with. This is adding insult to injury. What a racket - they make a mistake, acknowledge it, and still don't make it right. Order # *********, claim - # ****** (regarding floor damage)Business Response
Date: 01/20/2023
Costco has reached out to ************, our Warranty team will be reaching out to ************ as we investigate his request.Customer Answer
Date: 01/21/2023
Complaint: 18839871
I am rejecting this response because: I appreciate costco reaching out, but it's only a start of the process. I will close this request once a satisfactory resolution is reached.
Sincerely,
*******************Business Response
Date: 01/25/2023
Costco has approved the return for ************. This issue is now resolved.Initial Complaint
Date:09/22/2022
Type:Sales and Advertising IssuesStatus: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 shop card at Costco (ALOHA) in Beaverton on 9/16/2022 with a **** prepaid debit card. After purchasing that shop card, I was told that I couldn't buy with a **** prepaid debit card. I left without arguing with them. After I returned home, I searched the Costco terms and didn't find that they prohibit using **** prepaid debit cards for purchases.Today, 9/21/2022, I went to another store to purchase another shop card. I found that the previous store blocked my membership in the system, so I could not buy anything in-store. And the reason was that I used multiple debit cards for purchases of shop cards.If this payment method is not supported, I should be rejected at checkout instead of freezing my membership account after I complete a purchase. I need an apology and unblocking my account.Business Response
Date: 09/22/2022
We have sent this to the appropriate team to assist.
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