Business Profile

Buying Clubs

Costco

Headquarters

This business is NOT BBB Accredited.

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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

1,231 total complaints in the last 3 years.
23 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:09/16/2022
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 has failed to deliver a treadmill now three times. First time it was incorrectly installed. 2nd time it broke during installation. 3rd time they came to setup and install but refused to take the broken one. This is beyond ridiculous.
Business Response
Date: 09/16/2022
We have sent this to the appropriate team to assist with this.
Initial Complaint
Date:09/16/2022
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.
Costco order #********* I purchased two Air Conditioners from costco.com on 5/18 and 5/23 for $297.77 each. After a delay in shipping time, one unit was declared "lost in transit". When a unit did finally arrive it malfunctioned upon installation and had to be returned. After the second unit arrived, a third was shipped to me for reasons that Costco can't explain. They contacted me via email with a link to their website, when I clicked the link it took me to a page that stated they had sent it in error and asked if I'd like to purchase it or return it. I responded that I did not order it, I did not authorize them to charge my credit card, and that I did not want to purchase it so they should come and take it away as a return. The website took me to a page that stated they received my response and that I would get a phone call within 10 days to resolve the issue. I never received the follow up call, voicemail, text or email. I went to the nearest Costco in *******, ** to make a complaint, where customer service put me on the phone with ************************. They told me in order to do a return it was my responsibility to uninstall it and buy a box that it could be shipped in. They told me that they could not tell me how much I would be reimbursed for my time and expense and that I had to take care of it first. I felt it was extremely unfair to make me fix their mistake, and to not agree to a reimbursement amount. I was unable to return the ** unit right away, and after some time they charged my credit card without even a warning call or email. I made a complaint on 8/18/22 (Ecomm# ********* agent ******* and supervisor ****) and was told they would not refund the money to my credit card and would not reimburse me for expenses to uninstall the ** and bring it to the store. They also refused to send someone to uninstall and remove it. I believe Costco treated me unfairly, should refund me and send someone to uninstall it or agree to reimburse me for my time and expense to do so.
Business Response
Date: 09/16/2022
We have sent this to the appropriate team to assist with this matter.
Initial Complaint
Date:09/15/2022
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.Com Order #********* Service Request: 220715-008265 I purchased the sectional on 7/4/2022. Opened a service ticket on 7/15 and request technician to come and fix alignment issue. After several weeks of waiting, tech finally came and told me it's not something he can fix. I reached out to Costco and requesting partial refund to keep the sectional for the cosmetic issue, after several email exchange for 2 months, Costco Furniture resolution team stopped responding to my email after 9/3/2022. I need someone to contact me and resolve this issue. Either send a new replacement sectional or issue a reasonable partial refund.
Business Response
Date: 09/15/2022
We have sent this to the appropriate team to assist.
Initial Complaint
Date:09/14/2022
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 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 2 weeks and I still have not receive it, I called customer service ask about another $300, each time the customer service and answer were different, and some even had a very bad attitude, for example, Supervisor ****, he asked me to provide the name, phone number and address of the thief's order, There is no way to provide the thief's information at all, I can only provide my information and the name of the card, etc., **** say no matter what, they are only responsible for the person who placed the order (the thief), and he hangup the phone without I finish my words. He also do not let any other customer service agents to help me! I ask for a refund or compensation for my $300 cash card!
Business Response
Date: 09/15/2022
We have sent this to the appropriate team to assist.
Initial Complaint
Date:09/14/2022
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 bought a computer table at Costco.com on Aug 18th, 2022 - order #*********. I cancelled the order on aug 19th and ordered a different table on Costco.com. I was charged for both the tables on aug 19th to a Costco credit card. Although the label was created - the package was never received by ***** and was not delivered to me. Since then I have reached out to Costco.com customer service 4 times (spent close to an hour of the phone each time). I was reassured I would get my refund in 3-5 business days each time. However, I havent received it yet. Most recently, I spoke to supervisor at Costco e-commerce - ****** L. On 9/9/22 and reassured me that he is on the case and would have a resolution early this week. It has been 5 days since and after speaking with him today - he told me that he as a supervisor has no control over refunds and would have to have returns department do it. He has no way of getting in touch with them except email and he hasnt been able to get a resolution. I would like my money refunded as soon as possible especially because Costco store credit card charges *****% APR on purchases. This complaint is for Costco.com online store and the customer service team who is giving me the run around. The physical store location has tried to resolve this for me and have been very helpful. It is really disappointing Costcos e-commerce is this dysfunctional.
Business Response
Date: 09/15/2022
We have sent this to the appropriate team to assist.
Customer Answer
Date: 09/15/2022

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:09/13/2022
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 dishwasher from costco and it stopped working in 4 months. I reached out to costco for help on 08/13/2022. Technician came to our house after a month which is 09/13/2022. Technician said the dishwasher has bad control panel and it needs to be replaced. They said they are going to order the part as it is under warranty. Now they are saying that part is not available and there is no ETA on when we can get the part. We just have to wait for another month to see what are my options.Could you please help me in resolving this issue ? I have a new born at home and requested costco the same but no use.
Business Response
Date: 09/14/2022
We have sent this to the appropriate team to assist.
Customer Answer
Date: 09/14/2022

Complaint: 18021653

I am rejecting this response because: this is the same thing I have been hearing from this business from past 30 days and the last message was I have to wait another 21 days to look into what my options are.

Sincerely,

******* *****************************
Business Response
Date: 09/20/2022
Costco management has approved a replacement for ******************* An exchange order has been placed with an estimated delivery date of 9/22. Costco has updated the member with this information.
Initial Complaint
Date:09/13/2022
Type:Sales and Advertising 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 9/9/22 a purchase was made online that was scheduled for delivery on 9/10/22. My full order was not delivered so I contact Costco to inform them of the situation which refused to help me without a police report and offered me no further help in regards to the situation. Not sure what was happening and as I asked the supervisor he replied, It is a Costco policy to protect our members from fraud or other shenanigans. And offered no other assistance. Being a member of Costco for 20+ years never have I or a family member ever had issues with being assisted with a problem. Not sure what the problem is now. My order number is *********.
Business Response
Date: 09/14/2022
We have sent this to the appropriate team to assist.
Customer Answer
Date: 09/14/2022

Complaint: 18019911

I am rejecting this response because: nothing was done other then a pleasant conversation with a team member, but there was no resolution to the complaint.

Sincerely,

*******************************
Business Response
Date: 09/20/2022
We have sent this to the appropriate team for further review.
Initial Complaint
Date:09/12/2022
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.
We booked a cruise for departure on 7/15/22. We needed to cancel because one of the passengers came down with ***** and it clearly stated that anyone that had come in contact with this person could not travel. I proceeded to cancel the cruises knowing we would receive future cruise credits. I was told by thr rep that the taxes and port charges could be refunded and I proceeded to clarify whether I could keep those feea with them so the full amount could be applied to the cruise and was told yes. Now here I am TWO months later and there is no resolution. Costco Travel is saying that the rep was told incorrect information from the cruise and thus told me incorrect information. I am unsure how this is my issue and am now out almost $1000 for their error. I have been patient as they supposedly escalted this but every conversation they provide me witht the same response. For a company as large as this - I cannot understand why they are taking so long to provide a reasonable resolution. Their rep ultimately gave me incorrect information and it was clearly stated in the recording that they have listened to. UNBELIEVABLE.
Business Response
Date: 09/13/2022
We have sent this to the appropriate team to look into this matter.
Customer Answer
Date: 09/15/2022

Complaint: 18017526

I am rejecting this response because:
This is the same response I have received for
2 months now.
Sincerely,

***********************
Business Response
Date: 09/22/2022
Costco has reached out to both the member and Cruise Line. While chatting with the Cruise Line we discovered a few discrepancies that we need to resolve on the members behalf. Costco will continue to work with the member and the Cruise Line on a resolution.
Initial Complaint
Date:09/12/2022
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 bought a mattress and returned it, as their policy is; returns with full refund. Well it's going on 4 weeks and they won't refund me. I even had the carrier driver who picks the packages up from their company, call them twice and they still won't refund me. I have been on the Costco chat 8 times asking for a refund, and once by phone. They just keep saying my request is being reviewed, and that the item is still in transit?? I called the carrier and he told me it was delivered back to their company the day after he picked it up, the 26th of August, 2022! I need this company to refund me the hundreds of dollars they have stolen from me.
Business Response
Date: 09/13/2022
We have sent this to the appropriate team to assist.
Customer Answer
Date: 09/13/2022

Complaint: 18016970

I am rejecting this response because: They have been telling me for weeks that they are sending it to a review team, but still nothing happens. WEEKS!!! No refund. I would caution anyone from purchasing from this company.

Sincerely,

*************************
Business Response
Date: 09/21/2022
We have sent this to the appropriate team for further review.
Customer Answer
Date: 09/25/2022

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:09/12/2022
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 girlfriend and I took the car to Costco to get one of the tires fixed using her Costco membership. After about two hours, one of the mechanics called me over to tell me the tire was not repairable. They had removed the tire from the car. The air was leaking gradually due to a nail in the tread area (needed an air refill about once a month) but they wouldn't fix the problem because there was a crack in the sidewall area of the tire. The mechanic admitted air wasn't leaking from the sidewall crack. Then, the mechanic started prying the crack open with one of his tools and as I was telling him to stop, he made the crack bigger than it was before. They refused to put the tire back on the car. They refused to sell me a single tire (set of 4 only). They put the spare tire on the car and put the tire in the trunk. I also realized later that they took out the valve core from the tire so that I can't inflate it and put it back on the car. They charged us $15.99 for the tire repair but did not repair the tire and now we're basically forced to get the tire replaced. They could have left the tire as it was and denied servicing the car as noticing the sidewall crack shouldn't have required the tire to be removed in the first place. They instead tried to bully us into buying a set of new tires and I would like this situation to be remedied.Note: I have also submitted this complaint to the ***************** of ********** Repair. Complaint no. is 20220911102540.Desired Resolution through BBB: I believe it is only fair that we get $15.99 (paid to Costco for tire repair) + $173.99 (cheapest equivalent tire that Costco sells) as we now have to get the tire (and most likely the other 3 tires) replaced.
Business Response
Date: 09/13/2022
This has been sent to the appropriate team to assist.
Customer Answer
Date: 09/14/2022

Complaint: 18016076

I am rejecting this response because: No resolution has been provided. Costco also left a voicemail asking for the membership number which was provided in the original BBB complaint attachment "receipt1.jpg": 111940558313

Sincerely,

*****************
Business Response
Date: 09/21/2022
Costco needs the consumer's Costco Membership number as Costco can find no records of any transactions with the name of the consumer that filed the BBB complaint.
Customer Answer
Date: 09/24/2022

Complaint: 18016076

I am rejecting this response because: As mentioned in my previous message and provided in earlier attachments (see receipt1.jpg), the membership number is 111940558313

Sincerely,

*****************
Business Response
Date: 09/29/2022

Costco is actively seeking a resolution for this case. Thank you for your patience!
Business Response
Date: 10/05/2022
While we acknowledge the way our team handled this member's situation is not consistent with how we operate here at Costco, we do not agree that this was an attempt at scamming any member. That being said, we want to make things right with *********, and we would like to honor their request for reimbursement for the installation fee ($15.99) as well as credit for one tire (approx $173.99). Their desired settlement was for store credit so we will offer them $200 of store credit ($15.99+$179.99 rounded up).

I will be giving ********* a call shortly to sort out the details of getting her her store credit.

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,

*****************

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Costco is NOT a BBB Accredited Business.