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

1,242 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: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.
I haven't received the full amount of price adjustment for Order Number ********* I paid $349.99 per item but the item was discounted for $299.99. I'm owned the remaining balance.
Business Response
Date: 08/26/2022
Costco confirmed that the member qualifies for the promotional price of $299.99 for the TP-Link Deco AXE5300 Wi-Fi 6E Tri-Band Whole-Home Mesh Wi-Fi System, 3-Pack. Costco will be processing the difference back to the original form of payment used on the order within the next 24 hours or less; however, it may take another 1-3 business days for the bank to fully release the credit back to the member's account. A voicemail and email has been sent to the member to advise. If the member has any questions, Costco encourages the member to reach out to the assigned Executive Escalations Agent directly.
Initial Complaint
Date:08/24/2022
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 have purchased 4 tires and installed at Costco in Oct 2020. As per purchase agreement I have warranty for 3 years but 2 of the tires were completely worn out . I have approached local costco tire center - Lawrenceville,** and they are not willing to cover it under warranty.I need help with this.
Business Response
Date: 08/24/2022
A tire warranty was not offered as the Member of Costco could not provide confirmation that the tires were rotated as required by the warranty.
The front tires were worn down much more than the rear tires which is caused by lack of tire rotation.
The tire warranty reads:
Under the Michelin owners manual:
Failure to rotate your tires as recommended by Michelin voids the treadwear warranty. pg3,
In order to maintain the treadwear warranty on your tires, the tires must be rotated every
6,000 to ***** miles (****** ******* km), or as recommended by the vehicle manufacturer,
whichever rotation period is less. Failure to rotate the tires as provided herein voids the
treadwear warranty. pg2.
As a one time member service offer, if the Member purchases 4 tires, Costco will offer a mileage credit on the front two tires only.
Notes will be added to the invoice stating that this is a ************** offer and future warranties will be voided if required maintenance services are not performed and documented properly.
All installation and associated fees will apply on all 4 tires.
Initial Complaint
Date:08/24/2022
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.
Purchased grapes on 8/13/22 at Costco warehouse, realized that the fruit was bad and returned itl 8/21/22 i instructed the cashier that I purchased this item and wanted an exchange, was told that I would need to refund and repurchase item. I told them that I had purchased it on ebt, and did not believe that they could refund. I was told that they could, they asked me to swipe my card and gave me a receipt showing that they had credited my account. The next day I checked my transactions and saw that they had actually debited my account, not credited it! I then attempted to return to the store to get this resolved, and was told repeatedly that they had issued a refund although it is clearly a debit in my transactions. I have reached out to the manager at the store, who continues to insist that they credited my card even after seeing the proof that the card was actually charged a second time. They refuse to refund or give me store credit, and I am asking for a refund as I now have been charged twice for an item that I no longer possess.
Business Response
Date: 08/29/2022
Costco has confirmed the member was issued a refund on 8/21/22. A copy of the transaction is attached for your reference. Please let me know if you're in need of any other information.

Customer Answer
Date: 08/29/2022

Complaint: 17760629

I am rejecting this response because: i was charged on the day they claim i was refunded. No refund has ever been issued to my account to date. Simply a debit

Sincerely,

*************************
Business Response
Date: 09/06/2022
See attached
Business Response
Date: 09/12/2022
Good morning, ***** is out of the office and we are researching to see if there is another attachment.
Business Response
Date: 09/15/2022
We do not have an update at this time, but this is still being looked at.
Initial Complaint
Date:08/23/2022
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.
Opened a Costco membership in June using groupon package. My membership number is 111950401867.A One-Year Costco Gold Star Membership A membership card for the Primary Cardholder and one additional Household Card for anyone living at the same address, over the age of 18 A $40 Digital Costco Shop Card (valid at Costco locations and online)$40 off an order of $250 or more (before tax and shipping) on Costco.com.However, I never got the digital $40 shop card and $40 off $250 coupon by email. So, on August 23rd, I contacted costco customer service and asked them to issue both. However they issued only the gift card and refused the $40 off $250 saying it already expired and it was sent out in June.However, I never received the email in June, 2022. If it was an issue with your system not sending out emails properly, why should I be penalised.Request costco to give the code for $40 off $250 as promised.
Business Response
Date: 08/26/2022
Costco has advised ************************* that we will honor her request and confirmed all order issues have now been resolved.
Initial Complaint
Date:08/23/2022
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 have ordered from Costco many times before with zero issues. Unfortunately, an item I ordered from Costco on 08/19/2022 with the order number of ********* was not delivered. Now it's quiet an expensive item, but not my first time ordering expensive items from Costco so i was not worried. This time, *** did not deliver the item, which is absurd considering the price of the item. I would have at least wanted a signature or that they hand it to me. The tracking says it was delivered but I still have nothing in hand to show for it. I did not receive my package. I am torn between taking my business elsewhere or staying with Costco due to numerous positive past experiences with them but only if they are able to properly compensate me for this issue. Member ship number is ************
Business Response
Date: 08/30/2022
Please note that Costco has attempted to reach the member 3 separate instances since receiving this request. If no response by 9/1/22 we will go ahead and **** this closed unless the member follows up to re-open the ticket.

Customer Answer
Date: 08/30/2022

Complaint: 17757565

I am rejecting this response because:
The issue was not addressed and the lack of solutions for a regular customer is sad.

Sincerely,

***********************
Business Response
Date: 09/02/2022
We have left several emails with them with no response, as well as several voice messages. The member has been provided direct contact information for one of our Executive Escalations Agents should they require additional assistance.
Business Response
Date: 09/06/2022
Costco has confirmed with the member that the surrounding areas of the delivery address were checked; however, the package was still not able to be located. Per Costco's *************************** the member has been advised to file a police report with their local precinct and email it to our Loss Prevention investigators in order for their refund/exchange claim to be properly investigated. Costco will not be able to further assist until this step has been completed by the member.

Thank you!
Initial Complaint
Date:08/22/2022
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 have been talked to customer service/managers 3 times and still no resolution. A Costco representative told me my shipment from Mohawk would be delivered in August instead on July. When I called to find out why the shipment had not been delivered, I was told my flooring had been returned to the manufacturer in July. Costco just decided not to refund my money. I am still waiting for a refund despite being told the matter had been escalated twice. Order#********* I was also told I could order the same flooring, it would be rushed so I would get the flooring this week, and the $520.00 discount would be applied to this current order. The flooring has not shipped. I am tired of talking to managers, being told something will be done, only to find that nothing has been done and assurances have not been kept. Order#*********
Business Response
Date: 08/23/2022
Costco will be processing the $ price adjustment credit back to the original form of payment used on order ********* within the next 24 hours or less; however, it may take the member's bank another 1-2 business days to fully release the credit back to their account. Costco will also do their best to expedite order ********* in anyway possible. In the meantime, Costco is also researching in an effort to process the refund on order 155169324 as quickly as possible. A voicemail and follow up email has been provided to the member. Costco will maintain ownership until these matters have been resolved.
Customer Answer
Date: 08/24/2022

Complaint: 17754787

I am rejecting this response because:
Costco has not yet resolved the issues stated in the complaint. An email was sent to the representative handling this complaint reiterating the issues that are still unresolved. Once all issues are resolved, I will accept their response.
Sincerely,

***************************
Business Response
Date: 08/31/2022
Per the tracking information at Costco, our delivery is marked as completed as of August 29th. At this time, Costco is awaiting the member's response to confirm all has been resolved.

Customer Answer
Date: 09/10/2022

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,

***************************
Initial Complaint
Date:08/22/2022
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 an ** refrigerator in May of 2021 for $999.99 plus tax. The warranty included states this "Costco extends the Manufacturer's Warranty for 2 years from date of purchase" My refrigerator died in August of 2022. What the Costco warranty doesn't say is this "they rely on the manufacturer to decide whether to honor the warranty" and they do nothing until the manufacturer (i.e. **) responds. "I was told today, 8/22/2022, that it takes 60 days for ** to respond. So for the consumer its 60 days of waiting to hear what they will or will not do". In the meantime, Costco, encouraged me to buy a mini refrigerator that they will reimburse the cost of up to $200. How magnanimous! I have called and repeatedly tried to get this resolved. As of 8/22/2022 I am still awaiting a repair, replace, or refund authorization. The warranty explicitly states that Costco will be responsible, for repair, replace, or refund. It does not say the manufacturer is responsible. It also does not say that a consumer must wait weeks, 3 so far, to get a response. Costco should be held responsible for not being transparent about their warranty policy. The consumer, me in this case, is the one who must suffer until they decide to make a decision. We are a family of seven. Our hands our tied regarding this refrigerator. Please make Costco explain explicitly what their Technical Support Policy means to the consumer. I want them to replace this refrigerator AND refund the purchase price due to the fact that the contents of the freezer and refrigerator were destroyed and a lot of the items like condiments, and specialty ingredients for the preparation of international style meals (i.e. Thai, Korean, etc.), as well as, foods from our garden that were frozen for use later. For almost 3 weeks now we have not been able to prepare meals, buy food, or have a place to safely store food and formula,
Business Response
Date: 08/25/2022

The Costco ******************* Team has reviewed this case further with our dealer and we have confirmed ** is in the process of reviewing the members' case. Our team has provided ** with the requested documents. We will continue to provide updates as they become available."

Customer Answer
Date: 08/25/2022

Complaint: 17752657

I am rejecting this response because: There is still no resolution for me the consumer. I am still without a working refrigerator. This not a matter of national security, nor is it beyond their ability to fix. It is a simple decision of whether to replace or refund an item under warranty. I have been notified that the refrigerator is not able to be repaired so the options left should have taken an hour at the most to resolve. It has been 3 weeks as of today 8/25/22 and nothing positive. Why is it so difficult to make a simple decision? A loyal customer for ******************** and a first time ** customer my well being and that of my family is being held hostage because these businesses, cant make a simple decision. So I was just told I may have to suffer for an additional 7 to 10 days.
i

Sincerely,

*************************
Business Response
Date: 08/31/2022
Costco has confirmed with ** they are approving a return under their warranty. ** is working to finalize the return details as quickly as possible. A warranty escalation agent will be in contact with the member to relay further details and finalization.
Initial Complaint
Date:08/22/2022
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.
I would like to speak with corporate loss prevention regarding a decision to bar me from online purchases. However, no one will speak with me. I noticed an odd couple of purchases on my account and notified Costco about them. I was told that it was probably an error where my member number was used but I wasn't charged for it. That was accurate - no charge hit my card.Later, I noticed more and I notified Costco about it. I was told to 1) change my password, 2) get a new membership number, and 3) replace my credit card to use Costco.com going forward. I did all of those hoops. Of note, my card had zero fraud issues aside from Costco problems.Now, after spending countless time on the phone and in line for a new card I'm told my whole family is barred from online purchases for three years.No one notified me of anything aside from my attempt to solve this issue on my own. I did all I was told. Now, I am penalized.I wish to discuss this further to resolve my situation because this is unprofessional and unacceptable to treat a customer like this by such a heavy-handed decision with no prior warning and with me, the member, following all instructions after I myself reached out to Costco about observations.Member # ************
Business Response
Date: 08/24/2022
Costco has reviewed this members issues with the ************************** and ****************** full access has been restored. Costco has apologized as the first report of fraud was not reported properly leading to further order issues. This has been resolved and the member notified.
Customer Answer
Date: 08/24/2022

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:08/20/2022
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.
This morning I was doing some errands and stopped by Costco Business Center located at ********************************************************************. I purchased coffee, ******* ,shampoo and candy. ****** was my cashier. Out of nowhere the guy at the next check out walked over with a condescending tone with a pice of paper in hand. Telling me to show him my membership card and my Business License. I responded " what Business License?". He tossed that pice of paper and told me I have to be a Business Owner to shop at Costco Business Center. I paid $120 annually, nowhere on my membership agreement states that I HAVE TO BE A BUSINESS OWNER TO SHOP AT THE COSTCO BUSINESS CENTER. For interaction, I have canceled my membership.
Business Response
Date: 08/22/2022
From warehouse manager @ W#*** - I discussed the issue with our cashier. The cashier thought the member stated the transaction was for resale. This is why the second employee was asking for the membership card again to get the resale information. In watching the video once they discovered the member didn't have a business license the transaction was then voided so that it could be rung up without resale. We will work with our cashiers to make sure they are looking at the membership card for a resale license prior to pressing the resale button on the register.

Customer Answer
Date: 08/23/2022

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:08/19/2022
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.
I applied for the Costco ************* card. They declined me the first time with the reason: You have filed for bankruptcy and your previous account(s) with us was included in that filing. This includes any of your accounts issued by Citibank, N.A. such as ***** Mastercard, store cards, or gas cards. Your previous or existing account with us has a history of late payments. This includes any of your accounts issued by Citibank, N.A. such as ***** Mastercard,store cards, or gas cards. The credit privileges on your existing account(s) are currently restricted.Please note, our decision was based in whole or in part on information in a report from the following consumer reporting agency:******************************************** 1-888-EXPERIAN ***************)www.experian.com I called Experian to check if these reports was true on my credit report. They told me they don't see any type of bankruptcy or Citibank acct on my credit report. I tried applying for the second time and got declined again. They sent me the same letter again.
Business Response
Date: 08/22/2022
Thank you for contacting Costco Wholesale. We will have your concern transferred to Citibank for their review and request you are contacted to discuss this situation.

Thank you for your time and patronage to Costco Wholesale.

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Costco is NOT a BBB Accredited Business.