Complaints

This profile includes complaints for Costco's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Costco

  999 Lake Dr Ste 200 Issaquah, WA 98027-8982

• 

  Costco

  4849 NE 138th Ave Portland, OR 97230-3401

• 

  Costco

  119 Daggett Dr W Springfield, MA 01089-4672

• 

  Costco Wholesale

  100 Cobb Pkwy Ringgold, GA 30736-8566

• 

  Costco

  4201 W Wendover Ave Greensboro, NC 27407-1908

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:08/31/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Costco deliver a stove. The delivery team scratched my floor. This occurred on 4/22/22. I have an estimate to replace my floor. The estimate is $7200.00. I would like to be reimbursed for the floor replacement.

  Business Response

  Date: 09/02/2022

  Costco has reached out to **************** this morning, we offered **************** a settlement that he accepted. Costco will work with the carriers to ensure settlement is processed and **************** receives his payment.
  
  

• Initial Complaint

  Date:08/30/2022

  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.

  Yes I work for uber and I was promised a free Costco Gold Star Membership for 1 Year I already filed a complaint against uber for giving me an invalid promo code but Costco and their customer service is also a part of the problem, because they cancelled my free order of a costco membership the next day because they are doing some fishy shady funny business. please help.

  Business Response

  Date: 09/01/2022

  Costco has been in contact with ************************* and resolved the Uber membership promo issue. He had a valid code during the time period he set up his membership. We pushed his membership to active status, he was satisfied with the resolution.

  Customer Answer

  Date: 09/03/2022

   
  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:08/29/2022

  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.

  Purchased a 75 inch tv with bracket with installation. Installation was to be 8/29 at 5pm. Received a call from installation saying stuck in traffic he is alone! It needs 2 people for 75binch tv. I tried many many time calling the handy service and costco with no response. I paid for the service! All I want is 2 people to come and install the dang tv. I cannot believe the incompetence!

  Business Response

  Date: 09/06/2022

  Costco will be processing the refund for the Handy ********* ******************* to the original form of payment used on the order within the next 24 hours or less; however, it may take an additional 1-2 business days for the refund to be reflected on the member's account.

   

  In the meantime, Costco has offered to help cover the cost of a local third party installer. At this time, Costco is waiting on the member's response, and another update will be provided no later than Wednesday, September 7th. 

• Initial Complaint

  Date:08/29/2022

  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 Costco Gold Membership last month from Groupon. I signed up for the costco membership and I was advised that I will be receiving a $40 online coupon to be used for online order. However, as of this date I still have not received the $40 online coupon. If that was the case I would have never signed up to become a Costco member. I will be taking my business to BJS or **** Club.

  Business Response

  Date: 08/29/2022

  Costco has contacted ********** regarding the groupon promotion.  The email that was originally listed in the membership was incorrect.  The email has been updated and we will be issuing out two shop cards to the member.  
  
  

• Initial Complaint

  Date:08/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 27 2022 I called Costco ***************** in regard to my laptop that suddenly stopped receiving or recognizing any WiFi signal.Laptop is HP Model 15-ds1063d serial number #**********, bough in ******** device was fully functioning except for the WiFi problem, Laptop is used for personal and business matters, and I have important files on it. I spent about an hour waiting on hold , then I spoke to the ***************** agent, who tried Trouble Shooting, and after 2 hrs and 10 minutes , in Most I was on hold, I was told by her that there is nothing she can do, other that I have to call HP who may charge me for the repair , when I told her I purchased the ** with Costco Anywhere card, she told me then (just file a claim with them) , I requested then to speak to a manager, who and after waiting on hold for another 20 minutes ***** told me that (there is nothing else she can do) !!!!MY PROBLEM IS: Until I spoke to the concierge, my Laptop was functional and accessible except for the WiFi, I could actually go online using Ethernet line, but but now and after the (Trouble shooting ) done by Costco *****************, the computer became completely irresponsive, and I'm unable to actually start it , access my files or do anything with it, it is basically piece of junk, so I didn't just loss functional computer, I actually can't access any of the files there.The attached photo will show the message I get on the laptop once it is opened but that is all, no more functions.

  Business Response

  Date: 08/29/2022

  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 HP Laptop concerns. Unfortunately the members unit is outside of the 2 year Costco warranty and is inside their extended warranty plan with ********** our member will need to reach out to Citi to start a claim under their warranty coverage. A refund/exchange/repair under the Costco warranty is not available at this time. A Costco Warranty representative will reach out before the end of the day to relay these details. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.

• Initial Complaint

  Date:08/28/2022

  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 Number: ************ All online orders that I place are canceled. Costco does not allow me to shop online even though I can shop in the warehouse. Please advise why there is a hold on my account and what can be done to solve it. I would appreciate an email response and not a phone call.

  Business Response

  Date: 08/29/2022

  Costco had attempted to resolve this matter about August of last year and was awaiting for the member to make a payment to Costco for a chargeback. At that time Costco was advised  from the member on 8/12/22 to discontinue contact. Once Costco receives this payment the issue will be resolved.
  
  

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to my local Costco today to purchase an apple watch for ******. They told me it was out of stock and said a store 30 minutes away had or I can call customer care to honor price. I called customer care ****** and the person i was speaking to took my information looked into and said they dont usually do that but she was going to talk to her supervisor then said she was going to do it and then hung up after being on the phone and on hold for 30 minutes. I called back again spoke to someone else and then she also looked into it for 25 minutes but also said she was going to ask her supervisor. After *********************************************************************************************************** Then i asked to speak to the supervisor because at this point i was irritated about going in circles, truly. After 40 minutes of being on hold i finally spoke to a supervisor and she said we dont price match. I told her okay I understand but I was still frustrated with the customer service received over all, from all 3 encounters. I said everyone needed to be on the same page and if that the policy is no price match then why was on hold and in store for over 3 hours and also sent over to customer care from a store. She went on to talk over me and said policy is poly we are no the store or the other representative instead of finding a solution after being on the phone 40 min prior. I told her that the way she was responding and talking does not make Costco united when it comes to customer service. She kept saying they have different inventory and employees. I said yes but to customers you are all one she gave me a reference number and corporate number, it was to late to call corporate .

  Business Response

  Date: 09/02/2022

  Costco called and spoke with the member about the incident and the backstory was that she wanted the watch that was in the store, however we were sold out. Employee told the member to call Costco.com and ask them to price match what we sell the watch for in the store. She called online and was on hold for a length of time, transferred etc. just to be told that it was not something we could do for her, this was not our policy. She is upset at the length of time wasted, and bought the watch from Best Buy for the comparable price.
  We spoke with our staff, and no one can recall this conversation. We reiterated the policy so this won't happen again.
  
  
  

• Initial Complaint

  Date:08/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27th, I completed the purchase of a new couch, while returning my old one. Costco owes me four thousand dollars for the return. The following day, I received an email telling me that my refund was declined. I called. Apparently, it is their process to return funds to the original card on file, not the new one. The old was is expired. So they send a check. Apparently, it is their process to send a refund check to the old address on file, not the new one. When I explained this, and asked if they can remit the funds on to my new card, or recut the check to my new address, I was told that "it's not part of their process. it's too expensive." They told me they need to wait three weeks (?!) from when the check was sent to see if the check is redirected or returned.Too expensive for them? What about me??? I need that money!!I was then told it takes 5 - 7 days to cut the check, and then another 5 -7 days for it to be received. And that on August 17th, the request would be made to void the check and send it out.I followed-up on August 17th and got no response until two days later, saying that he was going to check with his operations department. The following day, he said he didn't have word yet, and they don't work over the weekend. Gotta wait til Monday now.On Monday this week, I was told that the check is (finally) being sent out. Until this morning, when I received another email, saying that the check is now (finally) being mailed out. He also said he was closing out my ticket request. I don't have my money, but Costco is closing out my support ticket??At this time, Costco has held my money for over 30 days. I need it! I have bills to pay! I have a mortgage! I have no confidence in receiving my money, I am constantly being told different things. They can't keep my money this long! They cannot do this to people!!

  Business Response

  Date: 08/29/2022

  Costco has reached out to the member to provide an update. We are currently waiting for the postal service to deliver the refund check and will be checking back in to confirm with the member Friday 9/2/22 to confirm received or not.
  
  

• Initial Complaint

  Date:08/25/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered large lounger and Oslo leather recliner in July, it was on sale. Since we ordered together we got one ordered # *********. Once we received we are in the 70 s, we knew it is not going to be comfortable, placed order to return. We got the return labels, didnt know how to return the 2 big ticket items. Called and called and called customer service was horrible service. Finally called the local office in ************, **. One good ***** by the name ***** was very helpful. Now we got connected to the ** transportation because of the Asst. ******* *****. So, they picked the item August 10th. Within a week we got the $105 something for the large lounger. But Costco says we have not returned the RECLINER to give us a credit of $1000.00 something.Called ** transportation, they said they delivered to SEKO on August 17th at ***** pm. **** says they dont have the item. The whole dram started in July, still we have not resolved the problem. V M transportation never GAVE us a signed copy to say, they are taking 2 ITEMS. It was under the order # *********. BUT 2 items were under one order number.This was the very first time we ordered ONLINE. It looks like COSTCO will never give us a refund since the ** transportation never gave us a copy what they were taking from our house. If I have known this, I would have taken the picture of the guy, truck and uploading from our house.Now we are in the mercy of she said, he said.it looks like somebody along the line stole our $1000.00 worth of recliner, and we will never get the money back. We had lot of TRUST on COSTCO. It is all gone. Ready to go to the courts to fight it looks like.It is a shame, that they dont trust the customer who returned the 2 items to ** transportation, and COSTCO says, we dont have a ticket for the item, and we will never get the return, NO proof.Thanks for reading, hope to solve soon.Thanks for reading. Do not order any big item online.

  Business Response

  Date: 08/26/2022

  Costco has made contact with our member. The remaining refund is in process and will be issued in the next ***** hours. 
  
  

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/11/2022 My wife and I purchased countertops via the Costco kiosk under their 10% Costco shop card promotion and the 2% executive cash back reward. The total purchase price for the counters was $11,040 and the Costco cash card amount should be $1,104 along with the 2% executive cash back reward of $220.80. I did acknowledge that my incentives would be rewarded 4 to 6 weeks after install. My installation date was 5/28/2022 and everything was completed and signed for on 5/28/2022 when the job was completed. At the 6 week point, I called Costco and was told that they would reach out to the team and contact me within 48 hours and that never happened. I contacted them 7 more times and received the same comment assuring me that someone will be reaching out to me ASAP even after I told them that no one has reached out to me whatsoever and escalated it to the supervisor. I tried a different approach through email of both companies and this resulted in the same thing no follow up or getting back to me. I am a retired military veteran of 22 years and for a company that prides themselves on supporting the military, I have never felt so unappreciated as a customer especially one that pays extra for an executive membership. I have waited 3 months now to receive my Costco shop card for $1,104 and my 2% executive reward for $220.80 and have not received either. They have received my $11,040.00 and have not fulfilled their promises to me as the customer and this is totally unacceptable.

  Business Response

  Date: 08/30/2022

   The member seems to understand the process at this point in time. The delay was due to the installer not uploading the contract.  He was made aware that his shop card should arrive this week and that the 2% rewards will be coming around the time his membership comes up for renewal.  
  
  
  Slight discrepancy on the amounts that he acknowledged.  I personally guaranteed him if he has any issues with his 2% rewards check to reach out to me and I would take care of it.  Below is the email that I sent out to him and I attached the full back and forth email chain.