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

1,231 total complaints in the last 3 years.
23 complaints closed in the last 12 months.

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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:09/12/2022
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 filed a complain in June of this year with (I believe claim # ********) against Costco for how long they took to deliver a promotional shop card. Costco had Kandi U from their Executive Escalations Team reach out and finally get the card delivered. However, when I went to use it a month later the card showed it had been used. I called, but again was not getting any where with the card service department that handles shop cards. I then went into the Mall of GA Costco where ****** a supervisor was very helpful. ****** did some digging to find the card had been used in ******* on the day it was issued or a few days after (sorry don't remember what she told me). I live in an ******* and had not spent the card. ****** could not see what was purchased but offered to work with shop card department to get a new card issued. I wanted to give her time to work because I know she was trying but running to the same Costco internal department confusion. No update weeks later so I call. Reference #******-035511 was a call I made and got a guy name "Guy". I heard back via email from ******* on 8/31 that it was still being worked on and then later by ***** on 9/8 to tell me a new card would not be issued. I responded asking ***** for a call, but no response. Costco should be able to check the membership card used in ******* and see that it was not me. I can prove however, bank statements, credit cards, etc to show Costco I did not make any purchases on that shop card. I am out $500 and Costco won't even call me back.
Business Response
Date: 09/13/2022
We have sent this to the appropriate team to assist.
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.
An order was placed for hearing aids from Costco in *********** ** on 9/28/21 Member# ************ Immediately I began to have intermittent problems with them. 1. Charging issues The left would show charging at end of day and right would be green at end of day and yet show discharged on phone display 2. Connecting issues with my iPhone 3.Auto connection with 2 different cars 4. iPhone was often unable to connect with or the other hearing aid showing red 5. The left hearing aid battery would consistently show a much lesser charge than the right one.6 The left hearing aid would cut in and out for no apparent reason Soon after they were purchased (about 6 weeks), they were shipped back (insured etc.) to the Springfield Costco where they were purchased and requested a refund which was denied. We were persuaded to drive the 140 miles and assured they repaired. We have been back there a total of four times and 3 times to the Costco in ********* while there for medical visits. We have driven well over 600 miles visiting Costco in 2 different states, wasted many hours, had chargers replaced, refused a refund shortly after purchase etc. Twice I was told they had to be sent away for 2 to 3 weeks to be checked. I am a senior citizen on total disability plus PTSD!We should be entitled to a refund for the hearing aids, the membership that was purchased solely for the hearing aid purchase, the insured shipping fee when they were shipped back soon after the purchase and some compensation for mileage! We normally receive **** per mile for our medical mileage reimbursement! since the closest Costco is a 140 drive.
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.
We don't quite understand what "assist" means as we have been "assisted" since purchased with terrible customer service, costly mileage and many hours of wasted time! We are willing to give it one more shot but we cannot waste any more money!
Sincerely,

***********************************
Initial Complaint
Date:09/12/2022
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 4/3/22, I purchased a washer and dryer set from Costco. I made the purchase online using my credit card. I am attaching the purchase for reference.On 8/22/22, I went to Costco to make a purchase and was told that there was a hold on my account. After a lengthy discussion with managers I was told that there was an issue with payment on my previous purchase. I was told that they had already sent this order to collections. I informed Costco that I had received no notification on this so this was all news to me. I then spoke to the Store manager of the ************ Costco (*****************). I emailed **** at ************************************ the copy of my receipt.I've asked numerous times over email for someone from Costco to call me and have not received a call.
Business Response
Date: 09/13/2022
We have sent this to the appropriate team to assist.
Customer Answer
Date: 09/18/2022

Complaint: 18011853

I am rejecting this response because:
This situation is still not resolved. In addition, I am now 1 month of having my Costco membership placed on hold even though I paid for a full year. I expect either the membership refunded or the hold removed and an additional credit for missed time.

Sincerely,

***************************
Business Response
Date: 09/22/2022
Costco has attempted to contact the member by phone multiple times but have been unsuccessful in reaching them. We have left voicemails and follow up emails. At this time Costco is moving forward with closing this issue.

Customer Answer
Date: 09/27/2022

Complaint: 18011853

I am rejecting this response because:
1) I received the voicemails, but they just informed me they can't help me and to contact third party.
2) I still have not had the collections attempt removed
3) I have not been refunded for my $60 Costco membership which is a service not being delivered as agreed to by Costco when I joined for a year.

Sincerely,

***************************
Business Response
Date: 10/06/2022
********* called Costco and left a message letting us know that the issue was resolved for now. We called ********* back to make sure the BBB issue was resolved and if he had any questions. He did not answer the phone so we left another message and have not heard back.
Customer Answer
Date: 10/12/2022

Complaint: 18011853

I am rejecting this response because:

I never said the issue was resolved. I need to receive the following
1) Confirmation that the collection attempt has been removed.
2) $59.99 refund for membership fee since membership has not been delivered.

I need these 2.

Sincerely,

***************************
Business Response
Date: 10/21/2022
The member did not file a chargeback per se, rather their payment rejected at the time of ship confirm. Meaning the member received the item and has not paid for it.

Delivery was received and POD can be found in Descartes with order key- 8918TC28644520220419ND and was delivered on 4/19/22. Despite us sending 4 emails, a **** letter, and attempting to call the member we received no responses.

This matter remains unresolved and with our collections agency as the member has not been in communication with them or our Chargeback team. Membership has not be refunded as member still owes for chargeback.

Customer Answer
Date: 10/27/2022

Complaint: 18011853

I am rejecting this response because:
I provided credit card statement showing charge was paid. I talked with **** at Costco membership ************ (who called me) and another woman at Costco explaining the situation, that this was paid and that I provided the credit card statement details to collections.
I have asked multiple times now that my membership fee of $59.99 be refunded and the collections attempt closed.. This was for a full year membership and it has not been delivered. I expect the check to be mailed to me.

Sincerely,

***************************
Initial Complaint
Date:09/10/2022
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 PC for my grandson, and I purchased it because of the warranty Costco provides vs. buying it from anywhere else. My grandson said his computer stopped working and that he was going to take it in to a repair shop. I told him he had a warranty. We called Costco ***************** and from the start, they were unprofessional and unpleasent to work with. Without even testing, she said it was a software issue, and basically we were done. I told her, "How do you even know when you're not here and have not done any troubleshooting?" She quiveled her tone and had us do some troubleshooting steps one and then hold and go read more steps and get back on the phone. Step 2 and then Step 3 were basically the last resort for them to s**** you over. She asked me to connect hardware to my PC that i don't even have. That's when they say, okay, we can't help you anymore. This is a complete outrage. The person diagonsi teh computer over the phone is not even a real tec tehy dont conncet to a real tec uless you do step 3 but i dont have step 3 and if your asking me you should provided. On top of it she says that if I do Step 3 be careful that you don't corrupt your computer. I was like, "What the h*** am I? I am not a TEC, and i don't want to void my warranty." I have 23 days case # ************
Business Response
Date: 09/13/2022
We have sent this to the appropriate team to assist.
Initial Complaint
Date:09/10/2022
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 ******* washer dryer set 6/21. Washer failured 12 months later 6/22. Still under 5 year extended warranty. Costco sent technician who determined washer was faulty and needed major repair. Costco technician failed to return on 4 different scheduled dates costing me $1000 in lost work/time. 2 1/2 months later and Costco still wont fix this problem. Costco said it is *******s problem and refuse to refund or exchange product. Costco only will refund a defective $2000 washer/dryer within 90 days. If it breaks on day 91 the customer is screwed. ******* refuses to exchange or refund the set. Costco does not stand by its products or manufactures warranty.
Business Response
Date: 09/13/2022
We have sent this to the appropriate team to assist.
Customer Answer
Date: 09/13/2022

Complaint: 18008593

I am rejecting this response because: it has supposedly been sent to the appropriate team for the last 3 months and all they say is its not their problem and they wont refund a faulty $2000 product that is 1 year old. Apparently they do not let a consumer talk to management, they only say management will not accept a refund or exchange.

Sincerely,

*********************
Business Response
Date: 09/20/2022
Thank you for contacting Costco Wholesale Corporation. We appreciate the opportunity to respond to your inquiry. The Costco ******************* Team has reviewed our valued members complaint regarding their ******* Washer concerns. We have confirmed with ******* that their Refund/Exchange team reached out to the member on 9/14 and are working to resolve the issue, our member will need to continue to work with ******* for options under warranty at this time. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.
Customer Answer
Date: 09/23/2022

Complaint: 18008593

I am rejecting this response because: I purchase a washer and dryer that only came as a set, plus an extended warrant for an additional $179. Even if ******* refunds money for a washer I am unable to buy the same washer from Costco separately so I have to buy another washer that doesnt even match the dryer. That will look like c*** and is not what a $2000 washer dryer set looks like. Kind of like putting 2 different wheels on your $60000 car!!! Im also stuck paying for a warranty that is useless because the washer was taken for disposal. Lets be honestCostco does not stand behind their products and is doing everything to s**** the customer instead of making this right.

Sincerely,

*********************
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 complaint regarding their ******* Washer concerns. We have confirmed with ******* that their Refund/Exchange team reached out to the member on 9/14 and are working to resolve the issue, our member will need to continue to work with ******* for options under warranty at this time. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.

Customer Answer
Date: 09/28/2022

Complaint: 18008593
Apparently Costco personnel is ignorant. Once again this item was purchased as a set. You can not refund for 1/2 of the set which leaves me with a dryer that I can not match. Let me give you an example that even a 5 year old can understand. You buy 4 *********** for your ******** at a cost of $2000. Within the year 2 wheels disintegrate because they are faulty. They refund you $1000 only for the 2 faulty wheels and say thats it, good luck we dont have 2 matching wheels to replace so just take the $1000 and buy two different style windows. Now do you understand when something is bought as a set and a piece is faulty you need to take the entire set back. Costco is just being fraudulent over this entire refund.
I am rejecting this response because:

Sincerely,

*********************
Business Response
Date: 10/03/2022
Costco's warranty covers the item that fails, not the suite. Each individual item has an individual warranty, we sell the items in a "bundle" to offer better pricing to our members vs purchasing them seperately. Costco will not be able to refund the 2nd piece of the members suite. They will need to accept Samsungs refund offer and repurchase a new item, Costco can look into a monetary compensation credit to assist with the new order, but that would be the only option. When the member places a new order for an item, they can reach out to the Costco team at ************ to discuss these compensation options.

Customer Answer
Date: 10/05/2022

Complaint: 18008593

I am rejecting this response because: unfortunately Costco likes to play the game where the harmed party has to buy the product and then they will discuss a credit compensation. Costco representative named ******** told me numerous times that Costco wont offer any compensation. Sounds like they just want me to buy an entire new laundry suite from them under the pretense that they may offer a credit. Any reputable company would give you the credit up front to purchase their product. Once again Costco likes to play these games.

Sincerely,

*********************
Initial Complaint
Date:09/09/2022
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 contracted with Costco vendor ********************** on May 3, 2022, for the installation of a heat pump in my home. The installation date was set for August 10. The installers did not complete the work and have not returned as scheduled to complete it now more than a month after the original installation date. I continue to work to resolve this with *******, but Costco has also committed to resolving problems with their vendors by providing customers with a support line. I called this number and was told that the department I reached was not responsible for resolution, they would need to refer met to the "service kiosk" department and they would reach back out to me. I asked for a return phone call. The kiosk service department reached out via email without clear instructions about how to pursue a resolution and have not answered my email reply and inquiry to them. Reaching back by phone requires extended waits due to lack of call center staff and is an extra burden on the customer. In my original phone call, I also learned that the rebate gift card for the amount of $1,511 that Costco committed to send me will not be initiated until ******* completes the work. This is terrible customer service and not living up to the agreement I signed.
Business Response
Date: 09/13/2022
We have sent this to the appropriate team to assist.
Initial Complaint
Date:09/09/2022
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.
On August 11, 2021 I signed a contract with Costco for solar panels at my property at ****************************************************. Sunrun was the contractor. On March 9, 2022, the panels were installed. And then Sunrun and Costco abandoned the project. Called both several times, and left messages, but no response. It was only after filing a complaint with the BBB and with social media, many months later that Sunrun "specialists" contacted me. Not to give me information about project completion, but to demand that I get a new loan as the original one has expired. I was never notified by ****** that the loan had expired, as required. The company never asked for an extension, because it abandoned the work altogether. I'm concerned that I may get a new loan at a rate higher than the original one, but the work will be abandoned again. Costco management never replied to me in spite of leaving several messages, including regarding incomplete installation. Customers should not be treated like this by Costco which cannot simply ignore valid concerns and allow its partner ****** to abandon the work, leave customers in the dark, and now demand to get a new loan or somehow I am in a breach of contract. but at the same time also say that it will "finalize Costco documents", What documents? That's absurd. Unconscionable. I am not interested in continuing with the project as these companies are not reliable and don't really care about customers or work. I shouldn't be paying any cancelation fee or anything to cover for Costco-sunrun abandonment of work. Huge disappointment.
Business Response
Date: 09/13/2022
We have sent this to the appropriate team to look into this.
Customer Answer
Date: 09/13/2022

Complaint: 18004218

I am rejecting this response because: sending to a team doesnt mean anything. It doesnt resolve anything. Just a spin.

Sincerely,

Ud *******
Business Response
Date: 09/21/2022
Costco/****** has provided the member with 3 options in order to resolve the payment issue. The options are as follows: sign new loan docs, provide a new form of payment, or cancel this project and the panels/equipment will be removed. As of *************;last communication on 9/9 the member has not responded with his decision. The member will need to contact ****** back and let them know how he would like to proceed.
Customer Answer
Date: 09/23/2022

Complaint: 18004218

I am rejecting this response because:
We have reviewed all of the options and unfortunately none of these address the root cause and the delay and real abandonment of solar panels installed by Costco/Sunrun. We are not at fault here- why do we agree or disagree with any of these options? Why are we being penalized? How about your own responsibilities? I left many messages on the number on your contract to report issues with the project and also at another Costco phone number -- And received no replies-- I was ignored by you, Costco. Why is that?
Sunrun is a mess with even a BBB CURRENT ALERT FOR THIS BUSINESS
Pattern of Complaint:
Sunrun was brought to the BBB's attention in April 2009. A review of the company was complete in December 2021. Based on BBB files this company has a pattern of complaints. Complaints on file state delays in response time when contacting the company to resolve issues.

Disappointing that Costco would put its members at risk by dealing with this outfit.

The options are about what we should do-- not what Sunrun or Costco should or could do -- Our contract with Costco/Sunrun is over a year old. Sunrun installed the system beginning in March 2022. and then disappeared until recently, when I contacted the BBB and used social media. I left numerous messages for many months and received no replies until now. ****** abandoned the project and didn't even realize the loan had expired before the panels were installed. Nobody contacted me until recently with the loan expiration deal because I filed a BBB complaint about ****** and went to social media with this abandonment. A supervisor from SCE mentioned that he thought ****** may have closed the business as he hasn't heard from the company for at least 7 months. That's when I realized that something is wrong with the company. My fault for having trusted Costco and its partner.
******'s response to my BBB complaint about this issue earlier was that Were expecting to get an update from the branch manager within a week. Nothing about any loan. Also, no branch updates with Sunrun specialist who was general on the future plans, and mentioning another Costco contract. Is the original Costco contract not valid anymore?
We were never told about the loan expiration issue by ******, as expected, per Loan Leap when the loan expired.
If we agree to get a new loan, there is nothing preventing ****** from abandoning the work again.

At this point we are looking at all our options. If you want to take down your solar panels, not charge us anything for this fiasco, and fix the roof for any damage, I would agree to it. ****** mentioned that we would have to pay $4,300 for HIC if we cancel the project. You didnt mention this charge, which was odd. I dont think we should pay anything for Sunrun mess and abandonment of work. Thats why I am still looking at all my choices.
Sincerely,
Ud *******

Sincerely,

*****************
Business Response
Date: 10/03/2022

Costco is actively seeking a resolution for this case. Thank you for your patience!
Customer Answer
Date: 10/03/2022

Complaint: 18004218

I am rejecting this response because: Thanks, but this is no help or solution. Today we had a very unpleasant talk with someone we couldnt understand well over the phone at *************. He seemed to be named Rafi or something like that and seemed to be Manager of solar sales. He kept saying that he saw an order number, but no payment. As if we are to be blamed for ****** abandonment of work and lack of information about exactly what needs to be done and when it will be done. The idea is to attack us as if we should do something about this and fix it. We are the problem nobody else is, and somehow its our problem to fix this.
We dont even know if the solar panels work for the house only, or its house and pump, as promised. We have some stuff on the roof and thats that. No idea what is going on. And nobody can tell us. All want money, want to get paid, while what we need is not relevant, and it's up to someone else to give us any real information.
This guy seemed to be surprised by our situation and had no idea about the calls we made to the ************ number under the Opportunity to Cure section of the Costco contract. We also made complaints to another Costco number where a Costco management team member was supposed to call us and nobody did. Today was the first time anybody from Costco talked to us. And what a disappointment, as the guy kept saying that all work had to be paid upfront, and we made no payment as a chant with no real interest in listening or trying to find out what was going on. He mentioned that ****** seemed to have made a mistake by installing the panels but we owe anyway- he couldnt help with anything, only repeating the same stuff. Annoying and unhelpful. Is this really Costco? Im shocked.
See attached a copy of the Costco contract mentioning the opportunity to cure and the phone number we called more than once. The contract specifically mentions Costco.
We are seriously considering cancelling the project, but we don't want to pay $4200 for the privilege after abandonment by sunrun-costco and the lack of interest in finishing the work- only to get paid.

Sincerely,

*****************
Business Response
Date: 10/07/2022
Costco has been in communication with the member to discuss the options that are available to him. We continue to search for a resolution that can be agreed upon by all parties involved.

Customer Answer
Date: 10/12/2022

Complaint: 18004218

I am rejecting this response because: This is not a real response. What activity is Costco doing?
We followed the contract and we called the phone number on the Costco contract. Costco did nothing. We did out part according to the contract. And now Costco wants to be paid upfront and thats all that matters. The point is for Costco to ignore its part in the contract, and collect money, while we get nothing, and will have to pay if we cancel.

*****************
Business Response
Date: 10/20/2022

Costco and ****** have made every attempt to come up with a viable solution for our member. On 9/15 - Since the member does not want to reapply for the loan that has expired we are offering a termination and removal. We are currently waiting for the member to decide if they want to terminate and remove or reapply for the loan and move forward with the project.

9/29 - Costco/Sunrun has provided the member with 3 options in order to resolve the payment issue. The options are as follows: sign new loan docs, provide a new form of payment, or cancel this project and the panels/equipment will be removed. As of *************;last communication on 9/9 the member has not responded with his decision. The member will need to contact ****** back and let them know how he would like to proceed.

Since Costco/****** continue to debate with our member and can't come to an agreement, we consider this case closed.

Customer Answer
Date: 10/26/2022

Complaint: 18004218

I am rejecting this response because: the option to cancel the contract includes paying $4200, a fact Costco does NOT mention in its response. I dont think I should pay anything for Costco- Sunrun abandonment of the work and Costco ignoring its own contract by ignoring my calls to the number on the contract months ago.
Theres no guarantee Costco-Sunrun will not abandon the work again. Nobody really knows whats going on and thats how ****** messed up and nobody noticed it until I contacted it via BBB and social media many months later
Horrible experience with Costco, a company I used to trust and respect. Now I avoid going in as its clear Costco does not care about its members, putting them in situations like this one while trying to show that it has been working with us for a solution, but missing important issues. Trying to make me as the problem customer as ******************** has tried so hard to accommodate me is laughable.

Sincerely,

Ud *******
Business Response
Date: 11/02/2022
Costco and ****** have made every attempt to come up with a viable solution for our member. - Since the member does not want to reapply for the loan that has expired we are offering a termination and removal. We are currently waiting for the member to decide if they want to terminate and remove or reapply for the loan and move forward with the project.

Costco/Sunrun has provided the member with 3 options in order to resolve the payment issue. The options are as follows: sign new loan docs, provide a new form of payment, or cancel this project and the panels/equipment will be removed. As of *************;last communication on 9/9 the member has not responded with his decision. The member will need to contact ****** back and let them know how he would like to proceed. Since Costco/Sunrun continue to debate with e our member and can't come to an agreement, we consider this case to closed.
Initial Complaint
Date:09/09/2022
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.
Low quality: 1. I have purchased a washer and dryer on 12/2019. A year later, it started to have some problems with wet clothes in the washer and continues cycles in the dryer for hours. I didn't requested for service because it only happened few times and was during Covid. This year, it happened more often. The price of the set of washer and dryer is now $300-$400. 2. I have purchased a sectional sofa in 6/2021. Less than one year, and the liner came out. I have requested for assistance in Costco ************ on 6/2022 but no one reply back. The problem with sofa, they are seasonal at the stores. I can't just return the sofa and wait to purchase online. Furthermore, I need to get a uhaul to/from Costco. Not to mention, the sofa price now are also $300-$400 more. See photo.
Business Response
Date: 09/13/2022
We have sent this to the appropriate team to assist.
Initial Complaint
Date:09/08/2022
Type:Billing 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.
Last October an incident led us to cancel our membership with Costco. Employees were incredibly rude to my husband and we decided to cancel the membership. We were told our membership was cancelled and would not be renewed. Fast forward to September 2nd when my card was charged a renewal fee. My husband called to talk to them and the renewal was done on a corporate level with no card on file. I had to go down to Costco in person and was told the same thing, there is no card on file. After pulling up the charges on my bank account to show the cashier, I was able to finally cancel my membership, I hope.My complaint is that the employees were incredibly rude last October and the charge on my account for a renewal I thought was canceled is the final straw. I did get it canceled, but there should be repercussions for the way we were treated.
Business Response
Date: 09/12/2022
Awaiting a response from the appropriate team which this was assigned to.
Initial Complaint
Date:09/08/2022
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.
Date of Transaction: July 31, 2022 Amount of Money Paid: $3,945.90 Nature of Dispute:On August 20, 2022 the same vacation thru Costco Travel was approximately $3200, a $745 difference from the amount I paid three weeks prior. Costco admitted the flight price had dropped $632. Upon calling Costco Travel they informed me the airline had changed the flight time and plane type resulting in a price change. Costco claimed there was nothing they could do for me as far as a refund. I reached out to American Airlines who said it was Costco's discretion to give me a refund and it is American Airlines (AA) policy when an actual aircraft change has been made the customer is entitled to a full refund. American Airlines assured me at first that Costco would issue me a refund due to an equipment change. After reaching out to Costco Travel leadership and Customer ******************** (no response from them) Costco has determined that their contract with me is different from AA refund policy and refused any type of consideration or compensation. Business attempt to resolve: None Account and Tracking Numbers:Costco Membership #: ************ Travel Confirmation #: C405224689 Flight Confirmation #: GLYRKZ
Business Response
Date: 09/12/2022
Awaiting a response from the appropriate team which this was assigned to.
Customer Answer
Date: 09/12/2022

Complaint: 17779573

I am rejecting this response because:

The business has not provided an adequate response, explanation, or resolution to my complaint.

Sincerely,

***********************************
Business Response
Date: 09/16/2022
We have reached out to the appropriate team for additional assistance.
Customer Answer
Date: 09/21/2022

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.