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

1,259 total complaints in the last 3 years.
22 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:09/16/2023
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.
the tv was purchased from costco and have been having regular issues. It came with scraches and i was given discount in the beginning and now I am having other issue wrt the slowness of the tv.It is very slow and has a delayed response time. It gets switched off automatically and doesnt start.I did speak to costco to see if they can do a replacement or changed to another upgraded model but was refused.
Business Response
Date: 09/19/2023
Thank you for contacting Costco Wholesale Corporation. . The Costco ******************* Team has reviewed our valued member's complaint regarding their ******* concerns. Costco will reach out to the member and further assist them with getting service completed for the unit that is having issues . Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.
Initial Complaint
Date:09/15/2023
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 ********* surface pro in May 2022, within a few months it began to have very unusual errors. The computer would make a horrendous noise, screen would lock up, unable to turn the computer off, or stop it from making the terrible sound, would switch to a blue screen, or black-and-white static screen, give an error message saying it ran into problems, and then shut down. I do not have any extra programs or large files, and use it for ****** suite and teaching through Zoom. I have called Costco repeatedly, and for the first year they referred me to ********* who refused to help because the date they had as a purchase date from Costco was incorrect (6+ months earlier than I actually purchased my computer) and said that my warranty through ********* was over. I was advised to wait until my Costco concierge warranty kicked in at the one-year ***** I called several times after that and attempted to get assistance, I was told that nothing could be done because it was an intermittent problem and was not able to be replicated while on the phone with a tech person. I recorded videos and took photos the next two times this happened. Began the process of trying to get help again, spent roughly 4 hours on the phone during several calls this week, sent a half dozen emails with videos and photos, was initially told I had to do a factory reset. Due to my rural area and slow internet, this would require a 90 minute round-trip drive, borrowing someone elses laptop to download the program for a factory reset, the purchase of a flash drive, the purchase of a port to connect flash drive to my laptop-was told if I sent in videos and photos I could skip that step and could just send the computer in. I just spent two hours on the phone to learn that was not an option. I purchase at Costco to avoid this situation. I now wish I had never purchased this through Costco because I cannot use the Square trade warranty I purchased until the Costco concierge expires next May. Regret!
Business Response
Date: 09/19/2023
I had ***** call the member at the number listed in Oracle. There was no answer and she sent a "Please Call" email. I Saw the number BBB had listed was different and had him call that one. The member answered. He was able to gather more information on the member's trip dates. She is leaving tomorrow, 9/20/2023 and will return 9/30/2023. He informed her to give us a call when she returns and we can get her PC set up so our repair techs can assess the PC.
Initial Complaint
Date:09/15/2023
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.
Hello, On 9/14/23 I went to the costco in Spgfield **************** with an appointment for a tire rotation. The tire rotation is free as part of my tire purchase from Costco. I checked in at 3:51pm and checked out at 6:16pm as shown on the attached invoice. It took costco over 3 hours for my tire rotation. After checking several times the status of my vehicle finally my vehicle was given to me after over 3 hours. As soon as i opened the door of my ****** Sienna to get in I noticed that the driver's seat was damaged. The machinery underneath the driver's seat was showing with a big gap between the leather seat and the plastic which holds the seat together. Immediately I went and asked for a supervisor and explained to him that my seat has been damaged, this is not how the seat was when i bought the vehicle in. The supervisor said although he believed me he did not know how they could've damaged the seat. He then pushed the seat and the plastic together and he said maybe I could get it fixed and costco would pay for it but it would have to be approved by higher manager. He then brought in the manager (******) who after back and forth said costco is not responsible for the interior. After i explained that the seat was intact when I came in and it is no longer fixed together after the work he said I could speak to his manager. His manager came and show no care for what i was explaining. He said there is no way costco employee could have done something like this. He left without any care for what I was saying. I have been a member of costco for ten years and bought tires from them several times and had my rotation done from them several times however this time they did damage my seat for which I want them to pay for it to be repaired. I would like costco to pay for whatever the dealer will charge me to fix the seat. The attached pics are after the supervisor tried to fix the seat, before his attempt the entirely machinery was showing.
Business Response
Date: 09/18/2023
Costco's claims department will be contacting the consumer.
Customer Answer
Date: 09/18/2023

Complaint: 20610392

I am rejecting this response because:
Someone from the **************** called me and said they do not see any damage to the seat when they looked at the pictures which the costco manager sent to the corporate. I let them know that there is damage. Attached is a video which clearly shows the damage. I have forwarded this video to the corporate office. They have not replied back after that. Please keep this case open because at this point the warehouse managers did not want to accept the responsibility and it looks like corporate is also not accepting the responsibility so far. I would ask that you please review the video as well for your record as evidence.

Sincerely,

***************************
Business Response
Date: 09/29/2023
Costco is still reviewing the claim and will be in contact with the Member is a few days.
Customer Answer
Date: 10/06/2023

Complaint: 20610392

I am rejecting this response because:
Coscto is classifying my claim as "wear and tear", I do not believe the damage to my car's seat is wear and tear. The bracket clamp is broken, it can only be broken by force and not wear and tear. I reject this classification. In fact, when I first brought up the damage to the Costco Tire center manager he said "It looks like someone kicked the clap".

Sincerely,

***************************
Business Response
Date: 10/25/2023

Costco is actively seeking a resolution for this case. Thank you for your patience!
Customer Answer
Date: 10/25/2023

Complaint: 20610392

I am rejecting this response because: Although the comments say Costco is working on this however the Costco settlement manager has already communicated to me that Costco is not accepting responsibility for this claim.
I disagree with Costco's assessment. They appear to be basing their judgement on opinion and not facts. In my conversation with one of their corporate managers, they explained to me that this is "wear and tear". I completely disagree with that as the damage is from a broken clamp caused by force.

I have attached a video of the damage which I sent to the Costco management as well. In the video you will see that the broken bracket is not worn out at all. In fact, when I brought up the damage to the Costco Tire Center manager's attention on-site on the day the incident occurred he said it looked like "someone kicked the bracket".

Costco management is claiming they looked at the parking lot cameras to see if there was any "struggle". Please note that the damage happened inside of the vehicle, the parking lot cameras are not going to give them insight into the interior of the vehicle where the damage took place. Costco is ignoring this claim because they do not want to accept responsibility of their employees, which is sad because I have been a Costco member for over 9 years now. Never have I filed a claim, I've purchased tires from them in the past but I never had issues therefore I did not have to file a claim. This time around they did damage my vehicle hence the complaint.

Sincerely,

***************************
Business Response
Date: 10/25/2023
Costco made contact with the consumer on 10-25-2023. Costco is working with the consumer to get support documentation to assist in the claim process.
Business Response
Date: 10/30/2023
Costco has settled this with the member to their satisfaction. We will work diligently to get them their payment and a release. Costco considers this resolved.
Customer Answer
Date: 10/30/2023
Hello,
I've received a release form from Costco. They are now accepting the responsibility for the damage. Thank you so very much for your assistance with this claim. I don't think they would've taken the responsibility without your efforts. If you could please keep this case open for a little longer, until I receive a payment from them. They have agreed to pay but the payment hasn't been issued yet.
Thanks again.
***************************
Initial Complaint
Date:09/15/2023
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.
My name is *******************, I have been a Costco member for 8 years. My membership ID is ************. I have just found out that Costco.com has blocked me from purchasing *************** online, which is shocking. The agent told me it was because there were returns of electronics on my account history. I did have returns of laptops before, but I was returning on brand new unopened stage and following all your return policies. The people at the customer service desk open it each time I return because they want to make sure it is an authentic product. I don't even purchase *************** on costoc.com for more than one year. This is ridiculous you block me from online purchases because I return the electronic which I don't like, and it is more expensive than other places, and return it in an unopened brand new state in the Costco warehouse. No one has even told me about this before. If you don't want me to return the electronics you should inform me at the very beginning. I feel it is unethical to block me like this and I feel very uncomfortable to keep being a Costco executive member like this and pay $120 each year. Thank you!
Business Response
Date: 09/18/2023
Costco has reviewed the history of returns over the years; the trend of high returns is consistent with this member. At this time the restriction will remain on the account for Electronics. We will re-evaluate the account Summer 2024.

Customer Answer
Date: 09/18/2023

Complaint: 20610217

I am rejecting this response because: I have not purchase the electronic from Costco.com for almost two years. Now I move to ************* last December and I barely have chance to buy stuff in Costco since I don't have car here, although I still pay for the membership fee as a loyalty customer. I feel it is unfair that since I have never been informed that returning electronics may be a potential issue to restrict my account, and ********************* advertisement also stated that you are return friendly and you accept return for any unsatisfactory. That's why we can purchase expensive electronic from your web site without even see the actual item. I always make sure to follow your return policy and never violate it. What you are doing is unethical. I understand you have your decision but I hope you could reevaluate my case again. I will make sure next time if I decide to buy electronic on Costco.com, I will think careful before placing the order to avoid future returns. Thank you so much!

Sincerely,

*******************
Initial Complaint
Date:09/14/2023
Type:Delivery 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 ordered from costco.com a 2 day delivery on Tuesday, September 12. On Thursday, September 14, 2023 I still had not received an email confirmation that the order had been shipped. I chatted with Costco.com because they do not have email, and they told me they would look into it and get back to me with shipping info or order update. Usually the order goes out very fast (same day often) and they send an email, so this was strange. I did not hear back and so I chatted again this afternoon and the rep *** told me there are delays. They have no timeframe for delivery and no updates. I asked to then cancel the order and they said "no" because it is coming from a "business center." I said that I ordered from costco.com and they said it is different and I'm not allowed to cancel. So, they have no timeframe for delivery, don't know when it will go out, and won't let me cancel - which feels fraudulent. The order has not gone out. I have not received any further communication. I asked for a credit and they said they don't do that.
Customer Answer
Date: 09/14/2023
They have responded and will be sending the order tomorrow as far as i can tell. Thank you for your help!
Response By Email (09/14/2023 04:07 PM)
Good Afternoon ****,

My name is *****, I am a member of the Costco Wholesale Executive Escalations Team. First and foremost I would like to apologize for what is happening with your order. We tried reaching out to you today by phone as you had requested, but unfortunately there was no answer. A voicemail message has been left for you, and we are sending this e-mail to you simply to summarize the information that we left for you, and to provide an alternative platform from which to correspond with us.

It seems that your item is going to ship out tomorrow and I am wanting to reach out to see if you are still wanting the item or wanting a refund? Please respond to this email to see what you are wanting to do.

Thank you for your time, patience, and allowing us to assist you with this situation. If you have any additional questions or concerns please respond to this email or contact our **************** Support at **************.

Sincerely,

**************
Executive Escalations Team
Costco Wholesale | ************** Center
Phone: ************
Office Hours: Monday-Thursday 9 am-5:30pm, Sunday 10:30am -7pm
Customer Answer
Date: 09/14/2023
Sorry, one more thing to mention- their call and email came at 6:37pm EST- the time stamp in the message was from the senders time zone. Thanks again and you can close this case.
Business Response
Date: 09/15/2023
After reviewing this order, it shows that it was already with our resolution department and they had sent out a request to our Depot Support and there is a delay and will be shipping out tomorrow. Costco has called the member and no answer. I left a voicemail and will email the member to see if they are wanting to keep the order or if they still want a refund
Customer Answer
Date: 09/15/2023

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:09/14/2023
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 three cell phones and phone plans from **** at the kiosk in Costco on 06/22/2023. The promise was, and my contract states the service and phones will be 119/month. The first month my bill was over 450, and this month over 330. I have had one major issue after another with ****, including new phones not working, not recognizing my nursing license and giving me credit for it, after I have uploaded it numerous times, etc. I even received a defective phone, retyrned it per the **** customer service, and have been charged a 50 restocking fee! It is poor customer care on the part of ******************** to allow this company to sell to your guests, especially when neither Costco customer service nor **** customer service is responsive to issues. I want my money back and I want Costco and **** to resolve this issue. I am tired of talking to supposed "second level" customer support from **** at all hours of the day and days of the week. I have a contract, it states a price, and I bought this product through a Costco Warehouse. I have contacted Costco customer service twice about this issue. The last time, 1.5 weeks ago, I was promised a return call within a week. Nothing. No surprise there. I have talked with **** reps NUMEROUS times, for multiple hours. That is not an exaggeration. Nothing gets resolved. I have also asked on each occasion to speak to a supervisor, but also have never been allowed to do that.
Business Response
Date: 09/20/2023
Member has been contacted.
Customer Answer
Date: 09/20/2023

Complaint: 20594534

I am rejecting this response because: Member has been contacted is not an appropriate response. What does this even mean? I have replied to an email from the company and I am waiting for further action from them.

Sincerely,

***********************
Business Response
Date: 09/29/2023
AT&T made attempts to contact on many occasions. AT&T made contact with the member on 9/18 and the member asked to get a call back. Everyday since 9/18 AT&T has made attempts to contact the member including phone calls and text messages. We encourage the member to respond to AT&T's attempts of contact so they can resolve the member's concern.

Business Response
Date: 10/05/2023
AT&T made attempts to contact on many occasions. AT&T made contact with the member on 9/18 and the member asked to get a call back. Everyday since 9/18 AT&T has made attempts to contact the member including phone calls and text messages. We encourage the member to respond to AT&T's attempts of contact so they can resolve the member's concern.
Business Response
Date: 10/10/2023
AT&T made attempts to contact on many occasions. AT&T made contact with the member on 9/18 and the member asked to get a call back. Everyday since 9/18 AT&T has made attempts to contact the member including phone calls and text messages. We encourage the member to respond to AT&T's attempts of contact so they can resolve the member's concern.
Business Response
Date: 10/13/2023
AT&T made attempts to contact on many occasions. AT&T made contact with the member on 9/18 and the member asked to get a call back. Everyday since 9/18 AT&T has made attempts to contact the member including phone calls and text messages. We encourage the member to respond to AT&T's attempts of contact so they can resolve the member's concern.
Business Response
Date: 10/16/2023
AT&T made attempts to contact on many occasions. AT&T made contact with the member on 9/18 and the member asked to get a call back. Everyday since 9/18 AT&T has made attempts to contact the member including phone calls and text messages. We encourage the member to respond to AT&T's attempts of contact so they can resolve the member's concern.

Business Response
Date: 10/24/2023
***'s office of the president spoke with the member on 9/22 and closed their case on 9/25. Added credits for their restocking fee and added monthly discount for nurses and physicians those credits were retroactive for the months it was missing. The member currently has a credit balance with ATT.

Customer Answer
Date: 10/25/2023

Complaint: 20594534

I am rejecting this response because: I have heard from and resolved the issue with AT&T. I have NOT heard from Costco in any manner regarding this complaint, and that is who I need to hear from. I went to Costco customer service numerous times for assistance between June and September and received NO HELP. I want an explanation from a company that I pay for services to explain to me as a member why they would not help resolve this issue with AT&T.

Sincerely,

***********************
Initial Complaint
Date:09/13/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Tuesday September 12th I was shopping on the Costco.com website and found an **** cubic foot refrigerator in stainless steel for $549.99 and in the add the price was good through Wednesday September 13th. On Wednesday September the 13th I went online to purchase this refrigerator and found the price had changed to $699.99 and increase of $150. So I called their customer service number and talked to a CS representative and his supervisor only to be told that they couldn't do anything for me as Costco was *********** change their prices at anytime. I find this practice to be way out of line and fully expected Costco CS to allow me to place an order for this item at the advertised price. The conversation ended very poorly with no satisfaction for me, the customer. What I want from the ******************** is to have Costco honor their price that was in their online add and change their policy allowing them to change an advertised price at their whim. As a consumer it is understood that prices and deadlines are to be honored, period. Thank you.
Business Response
Date: 09/14/2023
"Costco is honoring the price match for the member and considers this issue resolved."
Initial Complaint
Date:09/12/2023
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.
The package shipped by Costco (order ID *********** was lost on the way by *** (tracking: 1Z3707F51256013658) where it stopped at original scan.Chat with an agent on Costco website on Sep 1st and the agent promised to issue the refund since he/she easily identified the package was lost on the way, while I never received a refund.
Business Response
Date: 09/13/2023
Costco has attempted to contact *********** by phone but was unable to reach her. We have sent a follow up email and advised that her refund is in process. We will continue to monitor this case and provide updates until resolution.
Customer Answer
Date: 09/13/2023

Complaint: 20593516

I am rejecting this response because:
The vendor just asked me to wait another 7 business days. That means I may receive the refund by 9/22, or may not if they ignore it or there is new error.
I raised the issue that package lost on the way by *** on 9/1/2023. They never process it until I contacted them again yesterday.
Now I am asked to wait for another 7 business days. I am tired of waiting.
Member pays the fee while Costco just asks me to wait and wait.
Costco should make the refund immediately since it's clearly on *** website that the package was lost after first scan. Costco should not delay the refund due to its own error.
I can only accept the response when the refund is made.
Sincerely,

Pengwei Ren
Business Response
Date: 09/18/2023
Costco is working with the returns department and will continue to monitor closely. We have reached out and provided an update to the member and will continue to follow up as the process moves along.

Customer Answer
Date: 09/18/2023

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. I received the refund from the business.

Sincerely,

Pengwei Ren
Initial Complaint
Date:09/12/2023
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.
On 11/07/2022 I purchased an ** 27 cu.ft. Smart Side-By-Side InstaView Door-in-Door Refrigerator with Craft Ice from Costo and it was delivered on 11/15/2022. In the beginning, it seemed to be working fine but I stared to notice my dairy products going bad before the expiration dates. I didnt think too much of it, just thought maybe the drive home from the store accelerated this process. Besides, my sparkling water cans were freezing up and exploding so how could the fridge be faulty I thought. I called ** a number of times regarding this problem. They kept having me troubleshoot over the phone and refused to send a technician until I had to contact Costco to explain the problem. Then the technician came out, it turns out the air distribution board was faulty and not distributing the air properly. An entire new system had to be put in. Finally a spot on the refrigerator door started to get lighter than the rest of the steinless steel. When I googled it, it appears it isnt uncommon with ** fridges. There were several post on different forums regarding this. By this time, ** said the warranty for cosmetic problems is only 7 days from delivery and there is nothing they can do for me. Because this has become quite the eye sore and its very upsetting that my almost new fridge looks like that, I purchase for door out of pocket. I have ordered two doors so far to pick up in store because I wanted for make sure they werent damage before bringing them home and both have been damaged. The part distributor for ** is encompass. They happen to have a warehouse about an hour away from my home. I have wasted two trips going down there only for them to try and sell me doors that are far more damaged than my current one. I have been a loyal customer of ******************** for over 9 years. I have bought appliances from them for two homes and I mean everything from dishwasher, refrigerators, washer and dryer, the list goes on. I am very unhappy and disappointed to have been sold a lemon.
Business Response
Date: 09/13/2023
Costco has made contact with the member and we are reaching out to ** to determine options to resolve this matter.
Customer Answer
Date: 09/13/2023
Costco called but did not provide a resolution. They are trying to get ** to fix the problem but ultimately they dont seem to want to take care of the problem themselves
Business Response
Date: 09/15/2023
LG has agreed to replace the door as a courtesy. A new door will be shipped to the member as soon as possible and a technician dispatched to install it.

Customer Answer
Date: 09/15/2023
I will wait and see if they follow through before taking making taking any further action
Customer Answer
Date: 09/23/2023
I am still waiting for the problem to be resolved.
Customer Answer
Date: 10/25/2023
Hello, the issue has been resolved and I'm satisfied with the outcome. Please close the case.
thank you for helping me get the problem resolved.
Initial Complaint
Date:09/12/2023
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 am extremely dissatisfied with the recent purchase of a ******* refrigerator from Costco.com (order number 162627898).The refrigerator, model # RF29BB86004M, was purchased on August 8, 2022, and within a year has become completely unusable due to failure of its cooling system, among other issues. I have attempted to resolve this issue with Costco customer support (incident numbers ************* and ************** but each time am told the return period for major appliances has expired. ******* refrigerators have been widely reported to be affected by defects and design flaws, to include defects with the cooling system and ice maker, just as my refrigerator. However, despite significant media, thousands of consumer complaints, and multiple open class action lawsuits, Costco still sold, and continues to sell, ******* refrigerators.Costco knowingly sold, or should have known it was selling, me a refrigerator widely reported to have defects and design flaws. Yet, a notice or warning was not provided when purchasing the refrigerator from Costco.com. This is an abusive business practice which as resulted in months without a properly working refrigerator as expected.Costco should provide a refund for selling a defective refrigerator, regardless of their standard return policy, and I should not be left with dealing with a months' long warranty process with *******.
Business Response
Date: 09/13/2023
Costco reached out to the member and will work with the member and ******* to get the matter resolved.
Customer Answer
Date: 09/15/2023

Complaint: 20593091

I am rejecting this response because: Costco has unsuccessfully addressed the issue as it refuses to provide a refund for the defective product sold and is requiring the manufacturer to address the issue - ******* Ticket #: ***********]. However, the manufacturer has been unable to address the problem after three attempts (repair visits to my house) over the course of two months. Further, the third company contracted to make the repair (first two were fired by *******), ******* Quick, has stated the required parts are backordered an a repair date is unknown. A refrigerator is a primary/critical household appliance and it is unreasonable for a customer to wait for an undetermined amount of time to have it repaired. Costco sold the defective product and again should of known about the significant consumer complains about ******* refrigerators, but despite this still sold and continues to sell these refrigerators.
Sincerely,

*************************
Business Response
Date: 09/20/2023
"Costco is communicating with ************************* and awaiting an update from ******* regarding repair parts for this refrigerator."
Business Response
Date: 09/26/2023
Costco has come to a resolution with ************************* and a pickup for the faulty refrigerator has been scheduled.
Business Response
Date: 09/28/2023
Costco has confirmed with ************************* that the matter is resolved.

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