Complaints

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

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  Costco

  999 Lake Dr Ste 200 Issaquah, WA 98027-8982

• 

  Costco

  3130 Killdeer Ave SE Albany, OR 97322-5359

• 

  Costco Wholesale

  2820 Independence Dr Livermore, CA 94551-7628

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  Costco Wholesale

  1205 Memorial Pkwy NW Huntsville, AL 35801-5930

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  Costco

  98 Seaboard Ln Brentwood, TN 37027-2930

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:08/13/2022

  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.

  Costco ************* location scratched up all four of my OEM rims and the assistant manager ********************* accepted responsibility for it at first and asked me to bring an invoice and stated she was already fully aware of the situation and not to worry they would take care of it. Upon providing the estimate to ************************* as per her request she immediately changed her mind based on the estimate amount and said she was going to pay for two rims but since she realized four rims are damaged she submitted a claim with ********************* of ******************* who admitted responsibility for all four OEM rims being damaged by Costco's negligence but ********************* informed me that they will only ******************* the four rims they ruined and refuses to replace them due to his personal opinion stating he feels there was a lot of preexisting damage which is not the case. ********************* refuses to send anyone to see the tires are not full of preexisting damage as he states. A proper and thorough investigation has yet to be performed by their insurance carrier. I have offered to bring it somewhere locally for proof the only damage is due to Costco and there is no other damage and ****** refuses to cooperate and just recites the same thing over and over. My rims were not repaired and refinished (painted) when I dropped my truck off there there was NO preexisting damage on my rims anywhere. The only damage present on my OEM rims currently is 100% Costcos negligence.

  Business Response

  Date: 08/19/2022

  Costco will have the two wheels that were scratched during service repaired. Costco is only in possession of two pictures showing scratches that are consistent with scratches that could be caused during the installation of a tire.  If either of the  other two wheels have damage that could have been caused by the installation of a tire, please provide those pictures to the Costco warehouse for review.  Please  provide a repair estimate to the Costco warehouse for review and approval before repair work is started. 

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17712998
  
  I am rejecting this response because:

  The building assistant manager would not come out to see the damages she said was aware of the damages of all four tires and didn't need to come out and see it and asked me to submit an invoice provided her email and she didn't require anything further. Once I submitted the invoice she back pedaled and said she was only aware of two tires and was planning on "replacing" two tires that she was under the impression were damaged but now that she saw an invoice that included four tires she stated that it needed to go higher up in Corporate.  I have since then offered multiple times to bring the vehicle to wherever they wanted me to prove that all four tires were damaged only by COSTCO and to prove that's the only damage on the rims are Costco's negligence and they have ignored me. Not once have they asked for any additional photos since I previously provided them approximately *********************************************************************************** the photo so they already have possession of photos (I have proof) for several weeks now which I submitted immediately. I will be more than happy to submit photos AGAIN since it appears they have conveniently misplaced them however Costco as you can see by their response they did not provide any direct information for me to submit the photos again to anyone specific or their direct contact info they just said in the BBB response "Costco Corporate" which has gone nowhere when I contact them since Costco corporate hasn't bothered returning my calls and why I went the BBB route. In fact I called again well over a week ago and nobody bothered calling me back from corporate until I submitted a complaint to BBB which I still have not received a call just a lame response on BBB.  All four of my OEM factory rims were perfect before the tires were fitted and now on all four OEM Factory rims where the rubber meets the rim has been badly damaged that at first the assistant manager said she was aware it was all four then lied stating it was two rims she planned on replacing.  The assistant manager accepted responsibility and their insurance company accepted responsibility of all four being damaged as a result of Costcos negligence.  This has apparently happened to MANY customers as per internet searches it appears to be an ongoing issue with Costco. I also have submitted weeks ago the invoice from ****** so they are 100% aware of the costs for replacement and are just dragging this out playing games as they have been doing thus far.  These are black gloss finish OEM factory rims I will not accept reconditioned rims my rims were not "reconditioned" when I brought my vehicle in they were perfect factory OEM rims until Costco ruined all four of them.
  

  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 08/26/2022

  Here are supporting photos to my complaint as your requested please see attached I emailed them to BBB as well:
  
  Thank you,
  
  *************************************
  Trouble in Paradise Adjusting Inc
  Regional Claims Manager / Public Adjuster
  ************** Cell
  
  
  I have provided multiple photos including all four rim damages which were submitted multiple times to Costco and Costco never provided any specific contact information to send photos to nor did they return any of my calls. I had to personally research myself to find a contact through Costco corporate CEO and submitted all of them again on 8/21/2022 which were provided to the following contacts since Costco couldnt be bothered to advise me where to send the photos they were requesting yet they already had the photos on file nor did they bother providing which two specific tires they wanted to see. On 8/21/2022 as per BBB request I provided photos again of all four rims this time around to: Costco Corporate ***********************;*********************************** (Director and Cheif Executive ********* W0**** MGR3 / ************************************* (Warehouse Manager for the Coral ******* store#****) which Costco then forwarded to ********************;********************************** who is the Costco SE Region Tire Manager.
  
  
  ********************* from Costco Corporate responded to the photos I sent on 8/24/2022 by telling me Costco's final decision is that they are not replacing my four OEM factory rims Costco damaged and that they will only do a repair of multiple damaged areas gouges on all four OEM factory rims which is not acceptable so nothing has been agreed to I disagree with their response they accepted full responsibility for their negligence in damaging all four OEM factory rims yet intend to go the cheap route of touching up painting them to cover damages they caused to all four of my rims **** was citing its industry standard. Is it industry standard to put gouges and damage all FOUR of your loyal members rims? 
  
  
  The damage could have been easily prevented but Costcos "tire professional" was negligent and didnt stop at one tire, instead he continued and damage all four of my OEM factory RIMS which now have lost their value. I did NOT come to any form of agreement with Costco so with **** dictating that they will only be doing a temporary fix to blanket cover up gouges on the rims due to Costcos negligence by stating they will only (resurface and paint the areas Costco damaged) is convenient for them but ****'s scientific method of how he personally feels it will affect the quality and value of my rims now and in the future for a service that Costco doesn't even provide doesnt work for me and I completely disagree.  Upon doing my own research to endless resurfacing companies as well as speaking to ****** resurfacing doesn't last, it tends to flake and chip off, doesn't perfectly match, has a very limited warranty and they didn't recommend it yet it appears to be a cheap alternative way to save Costco money so this is completely unacceptable. 
  
  
  My factory OEM rims were still in new condition with NO damage they were not touched up, not painted, they were not restored or resurfaced my rims had NO gouges in them and NO paint damage prior to Costcos negligence.  I was told in writing by Costco that my vehicle would be back in the same state it was before I drove into the tire shop and I was informed I would be taken care of as a valued member and the ************* location agreed to the mistake made (negligence by Costco) and **** agreed after proof sent that all FOUR rims are damaged.  I have yet to be treated as a valued member and my trucks (rims) are still not back to the same state they were in prior to driving into Costcos ************* tire shop which is what I was promised on 8/3/2022 my rims would be by your management team in writing. 
  
  Costco can take and keep the FOUR damaged rims due to Costco's negligence, and use the rims they damaged perhaps as a teaching tool to properly train their professionals" on what NOT to do in the future to their loyal members since this has apparently happened to MANY customers per internet searches its an ongoing issue with Costco, this COULD have and WOULD have been prevented if they learned from previous mistakes made on rims they damaged yet they continue to do so and have clearly not internally corrected the ongoing problem. 
  
  
  I did provide all four rims in the previous response to BBB and it went through on my last response so I am not sure if you received them but here they are again for your review. I also provided Costco multiple times the two estimates from ******.
  
  
  I had to make the photos smaller to fit in the email so please see link to them as well just in case.  I emailed them to BBB as well ***********************************
  

  Business Response

  Date: 09/06/2022

  Costco will have the two wheels that were scratched during service repaired.  We are only in possession of two pictures showing scratches that are consistent with scratches that could be caused during the installation of a tire.  If either of the other two wheels have damage that could have been caused by the installation of a tire, please provide those pictures to the Costco warehouse for review. 

  Please provide a repair estimate to the Costco warehouse for review and approval before repair work is started. 

   

  
  

  Customer Answer

  Date: 09/11/2022

   
  Complaint: 17712998
  
  I am rejecting this response because:
  

  My previous response and photos provided to BBB as well as Costco (MULTIPLE TIMES) was ignored again by Costco.
  

  I have provided multiple photos including all four rim damages which were submitted multiple times to Costco and Costco never provided any
  specific contact information to send photos to nor did they return any of my calls. I had to personally research myself to find a contact
  through Costco corporate CEO and submitted all of them again on 8/21/2022 which were provided to the following contacts since Costco couldnt be bothered to advise me where to send the photos they were requesting yet they already had the photos on file nor did they bother
  providing which two specific tires they wanted to see. On 8/21/2022 ***** BBB request I provided photos again of all four rims this time
  around to: Costco Corporate ***********************;*********************************** (Director and Cheif Executive ********* ************************* #W0**** MGR3
  / ************************************* (Warehouse Manager for the Coral ******* store#****) which Costco then forwarded to ********************;********************************** who is the Costco SE Region Tire Manager.
  
  
  ********************* from Costco Corporate responded to the photos I sent on 8/24/2022 admitted to damaging all FOUR OEM Rims but stated Costco's final decision is that they are not replacing my four OEM factory rims Costco damaged and that they will only do a repair of multiple damaged areas gouges on all four OEM factory rims which is not acceptable so nothing has been agreed to I disagree with their response they accepted full responsibility for their
  negligence in damaging all four OEM factory rims yet intend to go the cheap route of touching up painting them to cover damages they caused to all four of my rims **** was citing its industry standard. Is it industry standard to put gouges and damage all FOUR of your loyal
  members rims?
  
  
  The damage could have been easily prevented but Costcos "tire professional" was negligent and didnt stop at one tire, instead he continued and damage all four of my OEM factory RIMS which now have lost their value. I did NOT come to any form of agreement with Costco so with **** dictating that they will only be doing a temporary fix to blanket cover up gouges on the rims due to Costco's negligence by stating they will only (resurface and paint the areas Costco damaged) is convenient for them but ****'s scientific method of how he personally feels it will affect the quality and value of my rims
  now and in the future for a service that Costco doesn't even provide doesnt work for me and I completely disagree.  Upon doing my own
  research to endless resurfacing companies as well as speaking to ****** resurfacing doesn't last, it tends to flake and chip off, doesn't perfectly match, has a very limited warranty and they didn't recommend it yet it appears to be a cheap alternative way to save Costco money so this is completely unacceptable.
  
  
  My factory OEM rims were still in new condition with NO damage they were not touched up, not painted, they were not restored or resurfaced my rims had NO gouges in them and NO paint damage prior to Costcos negligence.  I was told in writing by Costco that my vehicle would be back in the same state it was before I drove into the tire shop and I was informed I would be taken care of as a valued member and the ************* location agreed to the mistake made (negligence by Costco) and **** agreed after proof sent that all FOUR rims are damaged.  I have yet to be treated as a valued
  member and my trucks (rims) are still not back to the same state they were in prior to driving into Costcos ************* tire shop which is
  what I was promised on 8/3/2022 my rims would be by your management team in writing.
  
  Costco can take and keep the FOUR damaged rims due to Costco's negligence, and use the rims they damaged perhaps as a
  teaching tool to properly train their professionals" on what NOT to do in the future to their loyal members since this has apparently happened
  to MANY customers per internet searches its an ongoing issue with Costco, this COULD have and WOULD have been prevented if they learned
  from previous mistakes made on rims they damaged yet they continue to do so and have clearly not internally corrected the ongoing problem.
  
  
  I did provide all four rims in the previous response to BBB and it went through on my last response here they are again attached as all responses thus far as well as they were provided endless times to Costco Corporate as well as the Warehouse managers so here they are attached again for your review. I also provided Costco multiple times the two estimates from ******.
  
  I emailed the photos to BBB as well *********************************** and uploaded them previously as well.
  

   

  Business Response

  Date: 09/14/2022

  We have sent this to the appropriate team to assist.   

  Customer Answer

  Date: 09/28/2022

   

  First of all Costco's team has had all of my information since the day they damaged all FOUR of my OEM rims and have been non-responsive ever since. They refuse to cooperate in coming to an agreement other than what they plan on doing and providing their own solution as my only option. The "appropriate team" has had all the information from the beginning and their lackadaisical improper handling of this matter including but not limited to unprofessionally dragging this out longer with redundant requests for photos of four rims that they were already in possession of since the day they damaged them and a lame attempt to force me to do a cheap repair on my vehicle to save Costco money works for them but not for me. This is what prompted me to reach out to Better Business Bureau in the first place.  This has been ongoing since 8/3/2022 and it's now 9/27/2022.

   

  The damage could have been easily prevented but Costcos "tire professional" was negligent and didnt stop at one tire, instead he continued and damage all four of my OEM factory RIMS which now have lost their value. I did NOT come to any form of agreement with Costco so with **** Costco's tire representative dictating that Costco will only be doing a temporary fix to blanket cover up gouges on the rims due to Costcos negligence stating Costco will only (resurface and paint the areas Costco damaged) this decision is convenient for Costco but ****'s scientific method of how he personally feels it will affect the quality and value of my rims now and in the future for a service that Costco doesn't even provide doesnt work for me and I completely disagree.  Upon doing my own research to endless resurfacing companies as well as speaking to an authorized ************** center resurfacing rims doesn't last, it tends to flake and chip off, doesn't perfectly match, has a very limited warranty and you have to sign waivers if they damage your rims at the resurfacing companies they are not liable. The ************** manager I spoke with didn't recommend it yet it appears to be a cheap alternative way to save Costco money so this is completely unacceptable to me. 

  
  My factory OEM rims were still in new condition with NO damage they were not touched up, not painted, they were not restored or resurfaced my rims had NO gouges in them and NO paint damage prior to Costcos negligence.  I was told in writing by Costco that my vehicle would be back in the same state it was before I drove into the tire shop and I was informed I would be taken care of as a valued member and the ************* location agreed to the mistake made (negligence by Costco) Costco agreed after proof sent that all FOUR rims are damaged as a result of their Costco tire "professional".  I have yet to be treated as a valued member and my trucks (rims) are still not back to the same state they were in prior to driving into Costcos ************* tire shop which is what I was promised on 8/3/2022 my rims would be by Costco's management team in writing. 
  
  Costco can take and keep the FOUR damaged rims due to Costco's negligence, and use the rims they damaged perhaps as a teaching tool to properly train their professionals" on what NOT to do in the future to their loyal members since this has apparently happened to MANY customers per internet searches its an ongoing issue with Costco, this COULD have and WOULD have been prevented if they learned from previous mistakes made on rims they damaged yet they continue to do so and have clearly not internally corrected the ongoing problem. 

  
  

  Business Response

  Date: 10/04/2022

  Costco stands by their original offer.

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 17712998
  
  I am rejecting this response because:

   

  I am rejecting Costcos "original offer" which is what prompted me to contact BBB in the first place. ********************* from Costco Corporate responded to the photos I sent on 8/24/2022 admitted to damaging all FOUR OEM Rims (NOT TWO) but stated Costco's final decision is that they are not replacing my four OEM factory rims Costco damaged and that they will only do a repair of multiple damaged areas on all four OEM factory rims which is not acceptable so nothing has been negotiated Costco only informed me what they are going to do from the start after Costco admitted to full responsibility for their negligence in damaging all four OEM factory rims yet intend to go the cheap route of touching up painting them to cover damages they caused to all four of my rims **** was citing its industry standard. Is it industry standard to put gouges and damage all FOUR of your loyal members rims?
  
  The damage could have been easily prevented but Costcos "tire professional" was negligent and didnt stop at one tire, instead but continued and damage all four of my OEM factory RIMS which now have lost their value. I did NOT come to any form of agreement with Costco dictating that they will only be doing a temporary fix to blanket cover up gouges on the rims due to Costco's negligence by stating they will only "resurface and paint the areas Costco damaged" is convenient for them but ****'s scientific method of how he personally feels it will affect the quality and value of my rim snow and in the future for a service that Costco doesn't even provide doesnt work for me and I completely disagree.  Upon doing my own research to the company Costco recommended and endless resurfacing companies as well as speaking to ****** resurfacing doesn't last, it tends to flake and chip off, doesn't perfectly match, has a very limited warranty and they didn't recommend it yet it appears to be a cheap alternative way to save Costco money so this is completely unacceptable.
  
  My factory OEM rims were still in new condition with NO damage they were not touched up, not painted, they were not restored or resurfaced my rims had NO gouges in them and NO paint damage prior to Costcos negligence.  I was told in writing by Costco that my vehicle would be back in the same state it was before I drove into the tire shop and I was informed I would be taken care of as a valued member and the ************* location agreed to the mistake made (negligence by Costco) and Costco already agreed after proof sent that all FOUR rims are damaged.  I have yet to be treated as a valued member and my trucks
  (rims) are still not back to the same state they were in prior to driving into Costcos ************* tire shop which is what I was promised on 8/3/2022 my rims would be by your management team in writing.
  
  Costco can take and keep the FOUR damaged rims due to Costco's negligence, and use the rims they damaged perhaps as a teaching tool to properly train their professionals" on what NOT to do in the
  future to their loyal members since this has apparently happened to MANY customers per internet searches its an ongoing issue with Costco, this COULD have and WOULD have been prevented if they learned from previous mistakes made on rims they damaged yet they continue to do so and have clearly not internally corrected the ongoing problem.

  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tv from costco 03/12/2022, now 08/11/2022 my 85 tv screen wont work. So I assumed I paid $99.99 to ******************* & $99.99 service plan. My tv will be covered completely. I got on my receipt and went through the prompts on filing a claim through squaretrade. Attempted to do it online 3x would not load correctly. Then called 4x to get hung up every single time. Had to fake my call and say I was buying a policy. and went through the prompts, told it extends manafucter warranty. Told they would email the contract, did not receive.Called cosco, 549pm toledo no answer either. Rang for 25 minutes. ********** Called customer service- no answer. Then transferred to corporate number and asked for executive number operator. She then told me to contact cosco concierge services they deal with warranty information. Then got directed to cosco concierge, **************. ********* services- ****pm. Hold for 25 minutes expecting more than higher call volumes. To be hung up on, and was on hold for 46 minutes. This is what I paid $200 for, on a $1300 tv plus my membership fees. I feel as if the whole process is a scam.

  Business Response

  Date: 08/18/2022

  "Costco Warranty has initiated a case  for ******************* under Service Request # 220812-000775.  We are awaiting a series of requested photos.  Further details to follow receipt of the photos"
  
  

• Initial Complaint

  Date:08/11/2022

  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 made a reservation through Costco Travel on July 28, 2022, for a midsize SUV, for pick up date of 08/07/2022 from ******* Airport and drop off of 08/31/2022. I provided my flight information to Enterprise Car Rental in advance as recommended. Our flight was delayed by about 2 hours. When we arrived at the airport we found ourselves stranded at 11:30 PM as the clerk at Enterprise did not follow protocol to wait for us. We were lucky to be able to find a driver to take us home at past midnight! The next day I called to find out how they can accommodate us as it was their clerk that did not follow their own protocol. After talking to over 15 agents (Enterprise and Costco Travel), we are STILL without a car. We lost the great rate I had on our original reservation, cars are not available any more, and I kept getting passed around from one agent to another, from Enterprise to Costco and back and forth. On one occasion I asked a Costco agent to remain on the line when transferring me to Enterprise. During that call the Costco agent witnessed how I was treated and was shocked with Enterprise agent hung up on us. This experience has caused me actual physical suffering (have a hurt knee and had to walk/move around while trying to find a way to home from airport past midnight), did not have a vehicle for a number of days stranded at home as I'm in a small town with very limited access to public transportation, and MANY hours on the phone being passed around & having to repeat the story over 15 times to multiple agents with absolutely no results. I cannot express how much pain, ***************************** this experience has been. A simple reservation and agreement should not have caused all this mental and emotional damage. Costco agents just passed me off, and were no help at all. I have incurred additional unnecessary expenses due to this unnecessary disastrous experience.

  Business Response

  Date: 08/17/2022

  Costco has reached out to Minou and advised we will work with Enterprise on their behalf and figure out what happened. Minou was able to secure a Rental which is slated to be dropped off on August 31st. Once the Rental is returned and the proper documentation is received we can then move forward with Minous claim.
  
  We are confident we can resolve Minous claim.

  Customer Answer

  Date: 08/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The matter is still open as they have asked for my trip to be completed before resolving the issue.  I would like to request for this case to remain open until the matter is resolved which it may be until mid September.  

  I greatly appreciate BBB's care and support. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/11/2022

  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 live in a rural area in ******* we receive our postal mail to our HC BOX which stands for Highway contract Box. And package are shipping to us **** ***** sometimes Ontrac. My driver's license has my physical address on it. So does my taxes from Pinal county and my bank. I have place 8 separate orders over a 3 day period on Costco.com website only to have each of them cancelled after I place it. I called twice regarding this issue I was met with poor customer service. One even refused to let me speak with a supervisor and kept putting me on hold for long periods of time. They tell me that my physical address is invalid. That's why my orders keep getting cancelled. I explained to them that my address is valid and the **** doesn't deliver to my physical address. But ****** Ontrac and *** will. Then **** told me that they use TSA software to validate Addresses and my address says it's invalid Which is a lie, I spoke with TSA. Costco also told me that they don't ship ****. Which is also a lie according the their customer service. So ******************** must be calling me a terrorist, a lier or both. I'm sure that Costco uses the software offered by the post office for free. That's why my physical address doesn't show up They don't deliver to our street. The post office uses a CASS software that they offer for free to business to validate Addresses but the system is flawed because of the highway contract boxes in rural areas. These boxes are serviced by the ****. And delivers are made using private contact. My mailman name is ***** and we have his cellphone number and he has ours. He text us when there is a package to large to fit in the mailbox. Also I placed an order on Costco.com back in April 2022 and it went through to me just fine. Please correct this issue so that I may renew my membership. Or whatever proof you need from me and the **************** about my physical address.

  Business Response

  Date: 08/15/2022

  Costco has contacted the member and we are working on resolving the issues she has experienced.
  
  

  Customer Answer

  Date: 08/19/2022

  I have done everything that was asked of me. And still I have lost the items I was interested in buying because they are no longer available. Each time I add them to my cart and check out my orders get cancelled each time. The cancellation response is the same shipping address issue. This should not happen at this time I do not wish to renew my membership.
  Complaint: 17704277
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/26/2022

  Costco has contacted the member, and reiterated how to correct the issue with the orders being cancelled. Thank you.

   

  
  

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I recently ordered a wine cellar from Costco wholesale online on August 1st for $2,199. It had to be delivered obviously so I took the day off-work. The wine cellar never showed up. I was told to prepare my apartment for delivery between 9:00 am and 11:00 am. There was no phone call it wasn't going to show up. There was no e-mail it wasn't going to show up. Just no one showed up. The website later said it would show up before 9:00 pm so we waited and no one showed up. A 12 hour day lost. And I get $2,200 isn't a lot to some people, but it is a huge purchase for me. No one fixed it until I called Costco this morning to ask "What is happening?" Now I have to take another day off work for the delivery. Costco barely apologized for the inconvenience. We are executive members there. I get things happen, but people generally try to fix them. No one offered to do anything to make for the time I am committing to.

  Business Response

  Date: 08/15/2022

  Costco Has attempted to contact *********************************** at *************, unfortunately there was no response, executive escalations agent ******** has left ************ a voicemail and provided a follow up email as well with direct information to further assist.
  
  

• Initial Complaint

  Date:08/09/2022

  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.

  Costco announced an offer on Mohawk vinyl plank flooring in August. Costco warehouse do not have all selection in store and in that case you need to order from costco.com at higher price. I want to buy 37 boxes of Mohawk flooring from costco and the price difference between costco warehouse and costco online is $20 per box. In that case I am forcibly require to pay $800 (approx) extra for shipping. For some other models/items its $10 higher than warehouse price and ********************* $370 extra for shipping or not keeping all items in the warehouse itself.Costco should provide inventory in the warehouse of all variant or atleast keep the same prices at online/warehouse or provide ship to store or option to get that bulk order of the product at store for pivkup at warehouse price.Item number of choice: Item ******* (***************** color)other items choice:Item ******* or Item *******

  Business Response

  Date: 08/10/2022

  "Costco has reached out to the member to provide the requested explanation for the warehouse and ecommerce programs and are working to accommodate their needs."

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17692772
  
  I am rejecting this response because:

  I did not received any communication from Costco to resolve this issue as mentioned in the reply. Once the issue is resolved then I will update BBB status.

  I am awaiting resolution and solution from Costco on it.

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/19/2022

  Costco has spoken with ************** yesterday on the phone and I offered him a solution. He asked for time to think about the offer.  I've explained to ************** the challenges we face in trying to coordinate a special order through our systems and that the only solution is to order on Costco.com for the color that is not available to him. I also let him know that this is the solution we have for ALL Costco members. We did offer ************* a Costco Cash card if he did order as a one time one off compromise. 

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased via online website Costco.com, Order shipped from ************* to ****************************** On 4/15/2022 I had to replace my 2009 ***** Kenmore washer/dryer (pic#1 & $1508.49 confirm. receipt). Costcos $200 cash card ad caught my attention (pic#2) I thought great deal! Bought washer/dryer both qualified. I was to receive in ~60 day either a card or digital card via email. Contacted Costco via online 7/3/2022 on why I havent received the $200 Costco Cash card. ****************** said he could not find the sale ad and submitted a cash card search request on my behalf (pic#3-5). I had to contact Costco again via online on 7/12/2022. And this is their response see pic #6,7,8. I cant believe their response. The ad said must buy 2 qualified items. I bought a washer which qualifies as 1 and a dryer also qualified as 1. Nowhere in the ad did I read anything that said if I buy both appliances it is considered a bundle so it only qualifies as 1 purchase therefore I would have to buy 2 bundles? What on earth would I need to 2 washers and 2 dryers. She said I should have bought the washer & the dryer separately to qualify. Nowhere in the add did it say I had to buy each item on a separate purchase order to qualify as 2 items to receive the $200 Costco cash card. Thats 2 different purchase orders but ad says must buy any 2 qualifying appliances. So is this misleading or not? Unbelievable ad, to me its definitely misleading and false advertisement by Costco. I strongly recommend that any member(s) should personally go to a Costco warehouse before buying any online Costco product(s) that has a Costco Cash card deal attached because their ads are misleading and false. I also would like to hear if anyone else has reported this same problem. I have been a Costco member since ~**** and I was shocked at their response. Never expected this type of business practices from Costco but now I no longer trust COSTCO--I should have received $200 Costco cash card.

  Business Response

  Date: 08/16/2022

  Costco will be issuing ****************** a  Digital Shop Card due to the promotion not being clear that a laundry suite only counted as one item for the buy 2 or more appliances promotion. We issued the shop card to Ms. ************* letting her know that it can take 2-3 business days for the shop card to be received via email.
  
  
  

  Customer Answer

  Date: 08/17/2022

   
  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:08/09/2022

  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.

  On 9/1/22 I ordered a couch off ******** marketplace from That ***** for Costco. Ad stated shipped in 7days. Got confirmation email, I have all the screen shots attached. I have not received a shipped email. These ads are all over ********. It doesnt list from which warehouse it will ship from. I attempted to contact with no luck. Is it a scam?

  Business Response

  Date: 08/09/2022

  Costco is able to confirm that this is a phishing scam and regrettably we are unable to assist. Costco recommends that *********************** contact her bank and dispute any charges that *** have arisen from this order.

  Customer Answer

  Date: 08/10/2022

   
  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:08/09/2022

  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.

  Complaint against ****************** Who works At Costco ******, **.Date 08/08/2022 ******* came to me directly and told me I could not buy any while I was waiting on line to purchase 5 Dyson vacuums. The reason is ******* saw a Asian man bought 5 vacuums and ******* took his membership card and found there is a Asian woman on the account. And he saw me waiting there with 5 vacuums, but the problem is I was wearing a black mask and a white hat and I havent given them any of my membership card. Except my business account, I do have a personal account since 2016. I dont like ******* told me that I couldnt buy without asking me which account I am going to use. And also, I dont like he told me that I couldnt buy before I have reached the cashier or given my information. He was guessing I was the woman on the business account because I am Asian and had 5 vacuums in my cart. So I asked the manager ************** to complain against ******* about Racism. The manager ***** said he would talk to ******* but I could only buy if I will pay for the full price. Again, I do have a separate personal account and I do have a different membership number on my business account from my coworkers. They told me that I could not buy them for the sale price before I even given them any of my membership. And this is the first time for me to be in the ****** costco to buy the Dyson vacuums. They dont let me buy any there.I had to go to Gig Harbors costco to buy another 5 that day. But I found there was a message in the system said I already bought 5 on 8/8/2022 by ******************He put a note that I reached the limit 5 so I cannot buy any at ********** Costco and ******* hasnt let me buy any at ******. I did file a complaint against ******* because the way he treated me differently from all the other Americans. He put a note on my business account although my coworker and I have two different membership numbers on the cards. I do believe the way he found me before I reached the cashier is racist

  Business Response

  Date: 08/15/2022

  The member had exceeded the allowed quantity of 5 Dysons having purchased 115 in a few days. The account was blocked to stop the excessive purchases; I  reached out to my VP *************************** for review and a decision was made to lift the block and allow them to continue to shop.  
  
  

• Initial Complaint

  Date:08/08/2022

  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 am a new Costco member as of yesterday but have had a terrible experience so far. Please fix your address verification for online orders. I had two consecutive orders for the same product auto-cancelled due to an unspecified payment or address issue. Talked to support, they said they could not verify I lived at the shipping address, even though I am one week short of living here for 1 year. I have had products from numerous vendors shipped here, not to mention receiving utility bills, credit card statements, etc. in my name here. I had to push to get them to ship an order to my home address because there was "nothing we can do" to fix unverified addresses. Support literally told me to try to ship the product somewhere else, and they (incorrectly) told me to ship the product to my local warehouse even though that was not an option on the website. Also, maybe you shouldn't just cancel an order if you can't verify the address. Why not follow up with the customer if you really need to verify the address instead of put all the burden on the customer? I get that you are trying to combat fraud, but your database is wrong since credit reporting agencies, the ***** the state of **********, the **** and many online businesses all know that I live here and have sent things here successfully.I wasted about 5 hours just to try to get something that's only available on Costco online (the Vitamix E320 blender kit) and cannot be shipped to store. And I have lost confidence in my ability to place orders successfully on your site. You wasted a lot of my time. Make your customer onboarding experience better.Member ID: ************ Order #s: *********, *********, *********

  Business Response

  Date: 08/09/2022

  Costo has reached out to ******* in regards to their concerns. Costco assured ******* there will be feedback submitted in regards to the tool used for address verification. The calls with the representatives ******* spoke to will be listened to and coaching will be provided as necessary.  Costco has extended the membership one month. 
  

  Customer Answer

  Date: 08/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am really not happy with the outcomethey tried to defend their address verification process and said it usually takes 2-3 months but could take up to 6-7 months for your name to be tied to an address. Well, I have lived at this address for more than 11 months now, and it's the same address that's on my membership account and the one that is on the driver's license I used to verify my membership. No other retailer or government agency has such a system, and it clearly doesn't work. The concession of 1 month of additional membershipbasically a $5 valueis a total joke. But at this point, I need to protect my time. Consider me unhappy.
  
  Sincerely, 
  
  ***********************