Business Profile

Buying Clubs

Costco

Headquarters

This business is NOT BBB Accredited.

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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:08/19/2022
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 ordered a washer dryer combo over 4 weeks ago. The first order was delivered but it didn't have the right parts for stacking. When they looked to find these parts they realized they were out of stock. So I purchased another brand of washer and dryer. I have always LOVED Costco and never have had any issues. The new washer dryer was supposed to be delivered on August 18 at 1:10pm. At 11am on August 18 I received a phone call from the deliverers. I could barely understand them. I explained the delivery was supposed to be at 1:10pm. They said they will come back another day. I said NO wait I will have someone be there in 5 minutes. My mother in law went over there and talked to the two men. The men said they couldn't install the washer dryer anyways because they didn't receive the hose from the warehouse. I called the customer service and they said they would return at 1:10pm with the hose to install the unit. I waited until 2pm and they did not return. I called again to customer service and they said the delivery driver was off for the day and they wouldn't be there today. At this time after 4 weeks I still have no washer and dryer. I have no idea when I will receive this unit that I paid for. The entire process was unprofessional. This was the worst experience ever.
Business Response
Date: 08/23/2022
Costco spoke with the member who expressed how disappointed she is with the delivery team refusing to wait and or return to her home within the previously scheduled two hour time. She felt they knew they didn't have the hoses needed to complete the installation. This to her was a waist of her time also. She informed me that the are scheduled (MWO) to go back out on tomorrow at 10:00 to complete the delivery/installation. I also emailed the managers asking if they would make sure the delivery team have everything needed to complete the installation/deliver.

Customer Answer
Date: 08/26/2022

Complaint: 17741773

I am rejecting this response because: I talked to ******* a manager with Costco and she apologized and stated that she would issue me $150 store credit via email. I do not wanna close this case until I receive this email. As noted before I do not have faith for their completion. Once I receive this $150 credit via email we can close the case.

Sincerely,

*********************
Business Response
Date: 09/07/2022

Costco is actively seeking a resolution for this case. Thank you for your patience!
Initial Complaint
Date:08/18/2022
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.
#*** Store Manager, *************************** and customer service team directly accused me of fraudulent activities, based on a March 2019 store charge in the amount of $878.52. Accounting continues to harass me in regards to the matter, threatening to close my account if the amount is not paid. All store charges were in fact paid at the point of purchase and there has never been any past due or unpaid charges associated with this account. My WF bank statement from MARCH **************************************************** full to the merchant.
Business Response
Date: 08/22/2022
From General Manager @ W*** - Good afternoon. In regards to the transaction on 3/24/19 with member *************************** M#************:

****************** transaction that day (Reg 14, ring 25, cashier 106 at 9:45am) indicated the order was sent to the stand alone for completion. There is no written record of why the order was not able to be completed at the register.

There is no corresponding record of the monies being collected at the stand alone.

Our procedure when this occurs is to reach out to the member via phone. Whether we make contact or not, we then place a block on the membership# in question until the matter is resolved. We do not have record of us reaching out to the member again.

************** shopped on 3/24/19, and then did not use his card again until just the other day, 8/14/22 (his wife's card was used a total of 12 times between 2019 and 2022. Per procedure, we only block the card number in question, so we did not place a block on her card). It was at this time we spoke with him again regarding the matter.

In his complaint, ************** indicated the store manager, ***************************, accused him of fraudulent activities. ***** has never spoken with **************, and was not the warehouse manager for this location until nearly a year after this incident occurred.

In his complaint, ************** indicated his WF bank statement would show proof of payment. This would be helpful in clearing up this matter, as we do not have record of the transaction being completed.

Please let me know if you need anything further from me.

Thank you.

*****************************
Assistant General Manager
Costco Almaden #***
************
Customer Answer
Date: 08/22/2022

Complaint: 17733698

Based on the serious of the complaint, the Store GM should be included in this communication, as Mr. ******** is knowingly arming other employee with mis-information in attempt to place fault with the customer. ***************** team is well aware of the fact that I provided WF bank statements in 2019 which clearly showed the transaction and the payment details. A previously stated, the full amount was made directly to WF which posted on 3/28/209 (#********RS4AFHA7T). I also have written proof of the follow-up communication to Costco from 2019 at the time confirming this information. Costco should be held accountable for attesting to this previous inquiring and why they haven't attempted to contact me since 2019 if their system remained unresolved. Costco is attempting to scam customers in making duplicate payments and then threatening them with financial repercussions for non-compliance.
The accounting practices and Costco has caused this error and they are unwilling to admit the administrative problems plaguing their system and financial reconciliation program.
An independent, 3rd party auditor should be assigned to this store to review past customer complaints, particularly those relating to payments.

Sincerely,

***************************
Initial Complaint
Date:08/17/2022
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.
I ordered a large bottle of honey online for delivery. The item was delivered damaged. The bottle was leaking and the honey was all over the box. I went to Costcos website and it states you agree to return the item to receive a refund or replacement. In this situation, I felt I needed to speak with a customer service agent since it doesnt make sense to mail back a leaking product. I contacted the agent via chat. It took an extremely long time for the agent to repeat the same policy as on the website. He told me it doesnt need to be returned in the same wet box and that I could send it in a new box. I explained that the item is leaking and a new box would get wet as well. I asked to speak with a manager and was repeatedly denied. I was ultimately told the agent would just put notes that I already threw the item away in hopes that the ****************** would not ask for it back (this is not true - I didnt throw the item away). Ive been a customer for nearly a decade and this is my first experience with a Costco return. The experience was awful. The company did not use common sense to understand that a broken/open leaking container of honey cannot be mailed back despite me explaining this multiple times and I was disregarded when I asked to speak with a manager to express my concern. At this point, the agent stated he processed a return request and that it would take 2 days for someone to determine if I need to return the item in order to get my money back. Then I was told at the end of the conversation to use their online return system in the future as an added insult to injury.
Business Response
Date: 08/18/2022
Costco attempted to connect with the member by phone but we were unsuccessful. A message has been left and we have attempted to connect via email. Currently we are working to have the member's refund issued as soon as possible. We will provide an update as soon as credit has been issued.
Customer Answer
Date: 08/18/2022

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:08/17/2022
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.
I purchase a washer/dryer set from Costco.com and the dryer was dented during delivery end of December 2021. The delivery crew acknowledged this during installation. I called the customer service immediately to request an exchange but they told me the dryer will be out of stock for a couple months. They called back twice in the next 2 months to arrange pickup of the dented dryer. I asked them if they can pick it up when the replacement is sent over because I don't have another dryer to use. They said yes and put a note to my request but said the dryer was still out of stock. I asked them how long it will take and they responded a couple months again. After that they never called back. I called again Aug 2022 inquiring about the status. They routed me to the Costco.com **************, who later responded that they cannot exchange the dryer 90 days after the delivery date and it's my responsibility to check when the dryer came back in stock. I responded that the dryer never came back in stock within that 90-day window and the customer service people I talked to never mentioned this. The last response they gave me said that they last reached out to me on 12/29/2021 but I remember the last call I had was in 2022. See the communication email records attached.
Business Response
Date: 08/18/2022
Costco has reached out to our concierge department for assistance with members request for an exchange. Once we receive an update we will contact Xiaji *** to further assist.
Customer Answer
Date: 08/18/2022

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,

Xiaji ***
Initial Complaint
Date:08/16/2022
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.
Costco tire center in ******************** refused to honor the tire wear warranty provided . my tires are worn out to 2/32 with ****** miles and they have a tread Wear warranty by Costo / Michelin of ***** miles ****** assist . Thank you
Business Response
Date: 08/17/2022
We are working with the member directly to resolve their issue. We will be taking care of their tires under the warranty program. They have been contacted by management and will be coming into the store so we can address this issue.
Customer Answer
Date: 08/17/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, We will return to the store to have then provide the wear warranty on the tires and let your team know
about the resolution

Aldys & *************************
Initial Complaint
Date:08/16/2022
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 purchased Ashfield 6-piece ********************* Set from Costco online for $3,179.99, 05/01/2021. The ******* and dresser was delivered improperly built, with the drawers not being able to close correctly and uneven. The headboard in the set were delivered with dark scratches going across the frame. A furniture technician was brought out t confirm the dresser was improperly built nd faulty. I contacted Costco which attempted to replace on 3 different occasions with Springhill designs and metropolitan warehouse. On each occasion the replacement dresser replacements were inspected prior to delivery and improperly built. I informed Costco throughout several months and they either offered me $500 off the order, return all furniture or keep attempting replacements, which arrive improperly built and have been without remedy after 3 tries. None of the solutions were what I sought when purchasing. I contacted my credit card to dispute the transaction for half the price during the beginning few months. In which I provided a screenshot where a Costco chargeback analyst is stating "it is completely understandable." (This same analyst then sent me to collections without any further notification) After failing to have a suitable replacement I placed a chargeback for the remining amount of the order and won the dispute. Costco was unable to provide me with a product or adequate solution to my issue after several months and has since, without any indication placed my purchase amount into debt collections with the national service bureau. Even after this horrible experience and attempting to remedy the dispute by offering 50% of the purchase I am being denied any option to clear my credit besides paying the full amount for faulty products. I am seeking to have Costco waive the entire charge, or accept half the price and clear my credit report of this disputed charge as it is Costco's failure to provide correctly built and undamaged furniture and I should not be liable.
Business Response
Date: 08/17/2022
We have contacted the member and have taken ownership of this until we reach a resolution. We are currently working with the vendor and our Chargeback Team for a resolution. We will continue to provide updates as they become available.
Customer Answer
Date: 08/17/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have been contacted by Costco Executive Relations. A resolution has not been provided yet as they have reached out to their vendor and Chargeback Team to get options for a resolution. I expect to hear from them in about 1-2 business days and Costco states they will be in touch when they have an update. Costco has set a follow up for Sunday, 8/21, to provide me with an update.

Sincerely,

*****************************
Business Response
Date: 08/26/2022
The member has been offered compensation, additional exchanges, or to return the item, but the member refuses to work with Costco or Springhill to amend the issue. The condition of the item does not warrant what the member is requesting and all involved had been cooperative to find an alternate solution for the member. Referencing that the analyst (myself) said it was understandable, and then provided no further contact is disingenuous, as Costco and Springhill were in contact following that point and the member was unwilling to resolve. As the member was unwilling to work with Costco, it was automatically passed to our collections agency due to the age.
Customer Answer
Date: 08/29/2022

Complaint: 17723830

I am rejecting this response because:

Good Afternoon,

Given this entire experience we are willing to resolve this by paying for half the purchase price.

We did not want to be provided broken and damaged furniture pieces.

We did not want to have repair technicians come out to evaluate and report on the broken furniture.

We did not want to be provided faulty replacements after several attempts.

We did not want to be sent to collections due to misleading and inadequate customer service and chargeback analyst feedback on our disputes.

We respectfully do not want to go through the delivery hassles anymore, and feel this is a fair resolution given the overall situation. We were offered these same options in the beginning and they were not adequate.

Costco needs to take proper ownership of their failures on this order and experience.

We are ready to move on and continue to be executive members and credit card holders if this will be resolved in good faith. Please note we are evaluating our ongoing, continued and ample business with Costco based on this matter.

Nothing new was provided by the executive relations staff besides the same inadequate offers which were proven to be unjustified as I was later told the matter cannot be resolved as I have been sent to collections past the allotted time frame. What is truly unethical is I paid in full for this furniture and it was provided and documented as broken. How is this a legitimate charge and why am I being forced to take a resolution option that does not for me as the customer. I have offered in good faith to pay half the price and Costco should be ashamed of their service and treatment regarding this matter.

Sincerely,

*****************************
Customer Answer
Date: 08/31/2022
I have provided an attachment during submission of this claim that shows the chargeback analysts stopped contact with me after I refused their initial offers, and I was never notified I would be sent to collections- I am willing to pay half the purchase price to resolve this matter and I am unjustifiably sent to collections as I initially paid in full for the product then charge backed half informing Costco of the matter. When the matter continued unresolved with no further response I charged back the other half. I should not be sent to collections for receiving and refusing to pay full price for a broken ******* and cosmetically damaged headboard.

Please help resolve this matter as Costco has not provided me any new resolutions and I am unsure at this time if they can resolve anything as their executive relations notified me only collections can resolve and the collections claim can longer be reversed.

Claim 17723830
Initial Complaint
Date:08/15/2022
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.
I was banned from shopping at Costco through Instacart with no reason given. The last time I was at the ******, ***** location, I was treated very rudely by a cashier and complained to management. I asked the potential manager if he was a manager and he told me "sometimes". I proceeded to talk to the manager about the rude employee telling me that I could go to another line because apparently he didn't like that I was talking to another employee about him. I further informed the manager that it wasn't the first time that this employee had treated me rudely. I have a life long history of autism and it is hard for me to control my anger verbally when I feel like I am being discriminated against and/or treated badly. I did not insult the person, call him any bad names or threaten the employee. It was the improper decision to make based on all the facts. I've been an Instacart shopper for 2 years and I've had hundreds of orders from various locations throughout ***** and **********. I get along with almost all of the workers at all the locations and even most of the locations at this terribly managed ****** location. I'm also a business owner who buys a lot of products from Costco. I really feel like I shouldn't shop at Costco anymore unless I feel like a person with Autistic problems is welcomed at their stores. Feeling very sad and depressed about the entire situation. Please make it right.
Business Response
Date: 08/19/2022
******************,

Costco takes matters like these very seriously and as a company we strive to create an inclusive environment for our members, employees and suppliers. We're actively investigating the incident at our ******, ** warehouse and will provide a wholesome response once our investigation is complete.
Customer Answer
Date: 08/19/2022

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. I have also have spoken to **** and was happy with his recommended resolution. Please reinstate my Instacart Costco shopping privileges as recommended by ****. Thanks so much for your timely response to my complaint.

Sincerely,

***********************
Initial Complaint
Date:08/14/2022
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.
Costco Order *********, *********, *********, ********* This was an on line order. The order went through, the credit card was charged and the sale approved by the credit card. Each transaction was canceled by Costco with the notification that Review your Costco.com details: Credit card or payment information or Billing and/or shipping information. NO OTHER EXPLANATION. I called the customer service each time and no one seem to understand the issue. The credit card confirmed that ALL my information was accurate and the charge had been posted. The last discussion was that the system they use did not correspond to my mailing address. I have owned this home since 2015. I mentioned that even if this was not my mailing address I could send the merchandise to any address I wish. I have two homes. My permanent home address and credit card address was accurate as confirmed by the credit card. I suggested that they should correct their records relative to my mailing address . The reps understood my issue but they said they could not talk to the processing unit. Costco is too good of a company to treat people like this. Someone must share responsibility, LISTEN TO THE CUSTOMER and act accordingly. I was seriously hurt by preventing me from purchasing and delivering a promissory wedding ring. I have canceled the cruise and the European vacation I had planned using their travel services. I have tried to contact corporate as a last resort. It is impossible to find their contact information, thus I am writing to the BBB
Business Response
Date: 08/16/2022
Costco sincerely apologizes for the abundant amount of confusion pertaining these cancelations. There are many variables in which an order may cancel however we have provided the member a way that should resolve their cancelled orders. We are now closing this on our end for now unless the member has further troubles going forward.
Initial Complaint
Date:08/14/2022
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.
Dear Costco,We have been Costco members for a few years now and enjoyed shopping for goods at many locations where we have lived. We also have been customer of the service provided by the ******************** Tire ******************************* we had several issues that have not been in alignment with the quality service that would be expected from a reputable center and are really concerning us to the point of discontinuing to use the service provided by the Costco Tire Center. What follows is my attempt to share our experience explaining why we are concerned and the minimum financial impact that it has caused us.Our first incident was in the ********, ** Costco Tire Center. At the time we owned a ****** Murano that we used to buy tires for and get rotated by this center. In one of those occasions, a lug not was not tightened properly, and it was lost. We did not realize this until we took it to the ****** dealer at ******** to have the alignment done and they let us know that the Key lug nut was missing. We went ahead and purchased from ****** a new log nut key for that tire, having now to carry two lug nut keys, one for the original one and now for the one that had been left lose and we had to replace.Now that we moved to ****, *****, we continued to use the local Costco Tire Center services. Before we left **********, in February 2021, we had replaced our ****** Murano with a used 2017 Mini ****** vehicle. Right before we headed to *****, we had the Mini ****** tires replaced with new run flat tires. During our drive from ********** to ***** we had a flat tire. We found out this was due to the rim being bent. We proceeded to replace all four rims as three of them were bent, unfortunately that is the way it was sold to us. In the end of March 2021, we had the rims replaced by ***** Costco Tire Center and bought a new run flat tire to replace the one that had been damaged.In June 2021, we had the tires rotated after driving on them for ***** miles. **** forward to December 202
Business Response
Date: 08/19/2022
The Costco in **** ***** will reach out to the Member.
Costco will reimburse the Member for out of pocket expenses.
Initial Complaint
Date:08/13/2022
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 6/09/2022 Costco sells technician (***) provided me with documenting for a new ** unit for my home, a contract was signed by my husband and myself on the same date to proceed with the purchased of a new ** unit and have it installed in my home by Costco technicians. On 6/09/2022 a company by the name of ********************** contacted me via cell phone to notify me that they would be installing the ** unit on behalf of Costco. This was surprising to me because I was not aware that Costco contracted out for ** home installations. I agreed for Rightime to install the ** unit because I was under the impression that because I originally delt with Costco with all the paperwork that I would be provided with the exceptional services they are known for. 0n 6/10/2022 Rightime technicians started the process which consisted of removing my old ** unit and removed the duct work from inside the attic. On 6/10/22 Rightime technicians started working on the new duct work in the attic of my home and left home early due to one the technicians having a family emergency. On 6/21/2022 Rightime technicians "complete" installing my ** unit. This is merely a summary of my horrible and disappointing experience with Costco and Rightime. I was not rendered the services promised by Coctco and I feel I was deceived in to signing a contract which ultimately has caused great stressed due to having to make payments for a brand new ** unit that is not currently in working conditions. I am currently 9 months pregnant and have been struggling with blood pressure issues due to stress caused by this problem I am having to deal with. Costco representatives have treated me with disrespect and are being dismissive of my complaints. I have attempted to explain my situation to numerous Costco supervisors with not resolution in my favor.
Business Response
Date: 08/18/2022
Costco has reviewed all of the members complaints with her in detail, contractual items on the contract were also reviewed. She has requested to speak with Costco management to review her concerns further, she is scheduled to do that tomorrow on the date and time she requested.

Customer Answer
Date: 08/18/2022

Complaint: 17713938

I am rejecting this response because:
This is false information I have tried a numerous amount of times to get in contact with a representative from Costco to try and resolve this issue and have not been able to get a call back from a representative. The time that I was contacted by *** from Costco when I explained what the issues where he stated " that all I am say are allegations." And then started to speak to me in a unprofessional manner. That is when I requested to speak to his supervisor his supervisor called me 1x and I missed the call. I returned the call and left a voice-mail and also called and left multiple messages since 8/2/2022. I finally received a email on 8/15/2022 and that's when I requested to speak to a branch manager. We have a meeting on 8/19/2022 to discuss the details of this matter.
Sincerely,

*******************

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