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

1,239 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:09/08/2022
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.
About 2 months ago I noticed a canceled order on my account for an Apple Watch. This order uses my credit card and name but was being delivered to a strange address. The address was also set to my default address. I contacted Costco and they said their systems caught the fraud and canceled the order (Im not sure I believe this) and that after resetting my password everything should be fine. So I reset my password, got a new Costco membership number/id (lost access to all my historical orders - cant wait to see how this affects concierge services), had the bank issue a new credit card, and reported the crime to the *** (no financial loss so probably no investigation). Now I tried to place an order 4 days ago and my confirmation email went to a strange address. I canceled the order and placed it again, this time on the website. Again my confirmation was sent to ****************************** So I contacted Costco and they said that even though this account does not show up on my account details page or my sisters account details page it seems to own both of our accounts. They said they are just there for online orders and cant change anything. But another department could. I asked that that department contact me by email **** to resolve the issue but here we are 4 days later and it seems like Costco isnt taking this seriously. As a software engineer I can tell this probably wasnt a hack done using my login or my sisters but rather a hack on Costcos systems. My company has been contracted by Costco to help with their site, and from what I remember their engineering was underwhelming. So the hack doesnt surprise me. I need this resolved because ** essentially locked out of ordering online and I need to know how much information this hacker has had access to.
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: 17934418

I am rejecting this response because: there is no resolution, clearly. This is not a response and should be an internal communication (within Costco).
I await an actual response to a very real threat to my personal, financial, and *************** (as well as Costcos own cybersecurity) that Costco is failing to address.

Sincerely,

*******************
Business Response
Date: 09/16/2022
We have sent this appropriate team to review.
Customer Answer
Date: 09/22/2022

Complaint: 17934418

I am rejecting this response because:
The urgency with which a security breach on their system is being handled is disgusting. I finally got someone called and got someone competent on the line in their phone support team (****** who was fantastic) and we seem to have gotten to the bottom of it. She has also escalated this to another team to further review the hack and assess any unseen implications. Glad she came on because I was about to delete my account entirely (who knows when someone will actually review this ??).

Sincerely,

*******************
Business Response
Date: 10/03/2022
Costco has advised the member they can update their password and use a different credit card and they can continue to shop. There is nothing further we can provide to our member as we have already tagged the order in question as fraud.
Initial Complaint
Date:09/08/2022
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 would like to return my prescription glass lenses as I am not satisfied with the quality of Costco optical. The quality of the lens is not what was advertised to me in the Gen 8 of the Transition lenses.I was unable to speak to a manager when going to Costco Optical. I purchased the lenses with my own frames at the Costco in ******, **. Please assist me from an administrative level. I desire to be contacted via email and not phone.Member ************
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: 17934288

I am rejecting this response because:it doesnt answer my complaints

Sincerely,

*******************************
Business Response
Date: 09/16/2022
We have sent this to the appropriate team for further review.
Initial Complaint
Date:09/07/2022
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 (Costco member# ************) purchased an Abbyson 3 piece furniture on June 9, 2022 for $2,969.99 on costco.com, order# ********. It was delivered on June 25, 2022 and was not what we thought it would be. I called Costco for a return & full refund which was finally authorized on July 11, 2022. As we were waiting for a pick up date to be scheduled I got an email on July 25, 2022 from ******* support member, ****** ext#*** talking about working to schedule and a $1,200.00 discount if we decided to keep it. We were going to help in with my kid's school with a donation so I wrote to ****** " for $1,000.00 i would donate it to the school". She did not respond to my offer and with our new furniture delivered we moved the set to our garage waiting for a pick up. As days went into weeks I called ****** and talked to her. She was thinking the offer over but never got back to me. I called again and again because I was going away but I was told either she was busy or even her computer was broken. Please listen to the recorded phone conversations I had with them. How they coach their young employees to mislead and lie to their customers. I emailed her about I was going to be away for summer vacation on August 15, 2022 to labor day. what a wonderful human is ******, she canceled the pick up on August 17, 2022 as I just found out through Costco and delivery company. she waited for me to leave and then did what normally brings a promotion and perhaps a raise. It's two days before Costco 90 days return policy dead line. Two nights ago we had a rain storm in southeastern ** and our garage was flooded. we had two inches of rain in there which covered the wooden legs. Still for $1,000.00 I have no problem taking it. yesterday ******* agent told me " ****** was not in and Costco should be contacted". I went to Costco In ***************, ** and tried to reason with them. They told me to dispute with my credit company and keep the furniture for a free donation, which I did it.
Business Response
Date: 09/12/2022
When we have not yet received a response from the appropriate team, once received we will be updating you of the resolution.
Business Response
Date: 09/16/2022
Costco has reached out to the member to verify the replacements have been received without any further issue. Costco and the member now consider this resolved.
Initial Complaint
Date:09/07/2022
Type:Billing 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.
Huge security issue with user account at ************************. Using an IPAD tablet and ****** Chrome browser there is NO, I repeat NO Log/Sign Out button available to securely and safely terminate the session and log out of the user account after havving placed an order. This is a massive secuirty concern, as on the tablet device used the account is still open and accessible for anyone, making shopping at Costco.com an invitation for hackers! Costco. com is NOT complaint with U.S. safety regualtions here!
Business Response
Date: 09/12/2022
Awaiting a response from the appropriate team which this was assigned to.
Business Response
Date: 09/16/2022
Costco has reached out to the member to verify the replacements have been received without any further issue. Costco and the member now consider this resolved.
Customer Answer
Date: 09/16/2022

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:09/06/2022
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.
I bought a Surface computer at Costco and bought the extended warranty, (All State). The computer keeps shutting down, I am afraid to lose documents since I make my living using this computer. I called both Costco and All State, all states indicated since the computer was under warranty that Costco will be the place where I can have this problem resolved. After spending about two hours on the phone testing, and checking the computer. I was told that for them to "Authorized" for me to take the computer to a center, I would need to do a hard reset. I had to have a USB device and another computer PC to do the hard reset. This sounded preposterous to me, how a regular person with one computer can have this problem fixed?? The person that I spoke with (**************) refused to authorize me to take the computer to a center to be repaired. So after spending an hour and 45 minutes I am stuck with a defective computer that Costco refuses to repair.
Business Response
Date: 09/12/2022
Awaiting a response from the appropriate team which this was assigned to.
Initial Complaint
Date:09/06/2022
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.
Hello I purchased a defective computer from Costco. I have spent months trying to get it repaired with HP and Costco conceire services. The computer is STILL broken and not functioning. ***** will not return my money nor replace the item. I have spent countless hours with HP support along with Costco. It's fraudulent to drag out unreasonable expectations to repair their computers or to have the skills to do so. They purposely drag it out for months, so the 90 days pass, and they do not have to take the defective items back.
Business Response
Date: 09/06/2022
The Costco ******************* Team has reviewed our members' complaints regarding their HP Computer concerns. Costco will be approving a one time return outside of our standard 90 return policy. A warranty specialist will be in contact within the next 24 hours to finalize these details. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our member may have experienced.
Initial Complaint
Date:09/05/2022
Type:Sales and Advertising 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.
On September 5, 2022, I placed an order (*********) which was cancelled. The email requested that I verify my address or bank. I placed another order (*********). I contacted chat and spoke to *********************** asked ******** what was the reason for the cancellation. She told me that she didn't know Later she said that my bank needed pre-authorization which is not true. The bank would notify me right away via text or email for approval. Then she said that she needed to talk to me on the phone. She also told me that I had to agree that if the delivery was made and I said that I didn't receive it that I would file claim with *** and a police report. I told her I had no problem because I have cameras. I also told her that I am requesting to sign for the delivery that I am always home. She asked for my previous address, drivers license information, and other information they usually ask in a credit application. I asked her why she needed the information and she said to verify if it is me. I told her I wasn't applying for credit and that I was paying with my own money. All this time she was relaying to an "order processing specialist." She also said that that Costco has a way of verifying the information. I asked to speak to a superior and she hung up. I would like to know why she asked for personal information that had anything to do with the order. Please deliver the computer.
Business Response
Date: 09/06/2022
Costco has connected with Ms. ******* as well as Loss Prevention and the order is now active. Costco will monitor the order through completion.

Customer Answer
Date: 09/07/2022

Complaint: 17921279

I am rejecting this response because:
I have not received a confirmation of shipment for the date of delivery. The delivery is time sensitive. Delivery fees were charged.
Sincerely,

*****************************
Business Response
Date: 09/13/2022
We are having the appropriate team review this again.
Customer Answer
Date: 09/20/2022

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:09/02/2022
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 set of washer and dryer from Costco.com. it is ******* brand. From the get-go, we have had issues with the dryer. It won't dry clothes completely, it stops all of the time and it's frustrating. Today, the washer stopped working, it gave me an error code of 31. I contacted ******* and they troubleshooted the problem. They said they will send a technician over. Well, this will not be until a week or two. In the meantime, I'm supposed to do my laundry by hand? I origally purchased the item because, they offered concierge service, however, I spoke to Costco and they will not do anything because it is under original manufacturer's warranty. This washer and dryer are obviously lemons, and they refuse to refund them. I am very disappointed with Costco because they have never let me down. They are not forthcoming about the type of warranty they offer. The methods they used to hook people into buying their appliances is shady and questionable. I am requesting a refund for those items.
Business Response
Date: 09/06/2022
Thank you for contacting Costco Wholesale Corporation. We appreciate the opportunity to respond to your inquiry. The Costco ******************* Team has reviewed our valued members' complaints regarding their ******* Laundry suite concerns. We have confirmed that 9/13/2022 is the soonest date a technician is available. Our member will need to continue to work through their warranty options at this time and proceed with a repair, a refund review is not an option until warranty has been exhausted. The member is in contact with a warranty supervisor who will continue to offer assistance. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.
Initial Complaint
Date:09/02/2022
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.
Membership #************ I have been a customer since **** and I purchase a lot of products and spend a lot at Costco. I believe my experience is absolutely horrifying that it's important that it moves up the chain. I know upper management would not tolerate this horrifying experience. I didn't receive a product and never received a refund. I reached out to but they never assisted me correctly. I have been trying to reach out to *********************** and ******************************* but they never return my calls. I have a trail of emails. They are also preventing me from purchasing online. I have been on the phone for over 10 hours trying to rectify this problem but they never return calls. I'd like to speak to someone at the corporate office and provide them with detailed information. Please call me at ************.
Business Response
Date: 09/02/2022

Costco has contacted the member and listened to the member's experience on the unresolved order. At this time, the matter has been acknowledged and discussed with the member to clear up the confusion on the refund which she did receive back in March when the dispute was filed with her financial institution. At this time the matter has been resolved amicably with both parties.
Initial Complaint
Date:09/01/2022
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.
Tire appt. with Costco, Germantown PKY, washed truck, towel dried, taken to appt. I take VERY careful care of my vehicles! Keys given to tech. Their inspection showed no damage on R rear. Received truck, bluish substance on white of tires, drove straight home to wash tires and saw damage to R rear. Minor, but NOT there before. Called Costco, went in to file complaint. Waited several weeks, call insurance adjuster and she stated she had requested film multiple times with no results. Ins. adjuster finally called and stated NO film available but had receive 2 still photos only. Claim denied. Went to store spoke with AGM, stated GM would call me the next day, no call, called back and a lady answered, she said she had seen the film, no indication of backing into something but GM would call me. GM did call several days later and stated he would look at the film, that they supposedly didn't have for the ins. adjuster. Called me the next morning, stated he saw nothing indicating fault. I am 70, have been a proud member of Costco over twenty years, have comprehensive insurance and could pay for this out of my pocket, but it is the principle that while in their care damage was done to my truck!
Business Response
Date: 09/08/2022
Costco has reviewed video of the vehicle from the time it was in the parking lot to the time it was released from the tire center. At no time was any contact made with the current damaged part of the vehicle. Costco stands by the denial of the claim to repair damage.
Customer Answer
Date: 09/27/2022
The first time the message from Costco was sent from the BBB, it was imbedded your email and I didn't see it. I later responded that I continued to disagree and KNOW that my truck was damaged while under their care.
But they don't accept responsibility for the damage they did and there is nothing I can do except make a report to BBB and to Costco and tell everyone I know what happened.
Have a great day!
************************;
1754 ********************.
******* **. 38112
************

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Costco is NOT a BBB Accredited Business.