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

1,252 total complaints in the last 3 years.
22 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:08/07/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a mattress set from Costco, filed for a return. The item was picked ip but I haven't yet received my money back. Wherever I call customer service they would tell me they have sent a request to returns department and should expect update in 48 hours, I called many times and got the same answer. It has been more than 2 months.
Business Response
Date: 08/10/2022
Costco has contacted ************** and issued the refund immediately. Costco sincerely apologizes for the delay and has completed the refund as of today
Customer Answer
Date: 08/15/2022

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:08/06/2022
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 the morning of June 20th, I dropped off my car to the Costco tire center due to the tire changing service. Before I dropped off my car, my ** was working , and did not have any abnormality when I was driving. After a while, they notified me that my tire its already been changed. so I went to Costco to pick up my car on the same day. When I got my car back, I found out that my ** fan kept blowing the strong air out and couldn't stop. I called their staff to come over to see whats happening. They checked for a while and they couldn't fix the problem. I asked the manager ********** for help. He told me to find the person who opened the ** and caused it to be damaged.On the afternoon of June 21st, I went to the tire center and talked with ********** again with my driving record video of my car. I showed him this evidence video that has been recorded. Its one of their employees who drove my car from the parking lot to the maintenance garage.He turned on the ** and never turned it off. He turned up to maximum and the sound of the ** air was making a lot of noise. When I picked up my car when the tire was replaced, the noise of ** continued blowing aloud and did not stop. At this point ********** gave me a form to report an incident. **** told me that he will submit the incident form to the Costco upper management, but I need to give him the repair estimate of how much it will cost to fix the **.Then he will submit the form to the upper Costco management.On June 23rd I drove my car to ***************. They gave me the estimate, to list: Check Fee: ****** Parts and Labor: ****** I brought this estimated amount of repairs paperwork to **** and he told me to wait until the upper management gave back the response.During this period, I also went to the Costco tire center front desk to ask if I could fix tc car.One of them suggested that "try to wait for the upper management reply before repairing" ,so I am continue waiting .
Business Response
Date: 08/12/2022
Member ***************** claim was formally forwarded to our **************** ***** to be further investigated and reviewed. *********************** **********
Customer Answer
Date: 08/16/2022

Complaint: 17682047

I am rejecting this response because:tire center turned on the ac and turned it on to the *** limit, used my air conditioner for five minutes, and didn't turn it off for me during that time, the opinion given by the auto mechanic is that after starting the vehicle There will be a chance to break down the blower resister in an instant, if it is in the *** ****** staff rule is not to turn on the air conditioner for guests. He turned it on, it was a problem caused by their employees, but ***** said it was the wear and tear of the vehicle, I attachment the message from the claim department.I couldn't accept.

Sincerely,

*************
Business Response
Date: 08/23/2022
Costco states **** Service Advisor (****) at the dealership, the member took their vehicle to has confirmed that the ** issue is not related to the tire work performed by Costco." Thank you.
Initial Complaint
Date:08/06/2022
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.
Used Costco travel to book a vacation included *********************** Car. All was paid in advance. While checking out the rental car (5/30/22), I was charged again directly effectively paying twice. After the vacation, I verified the double charges on my credit card statement.I complained to Costco via their website asking for a refund - 7/10/22 Costco ****** Services sent me an email confirming receiving my complaint - 7/11/22 Costco ****** Services sent me an email stating they have a high volume of complaints and will get back to me in the order that they were received - 7/19/22 I sent a follow-up email of my intentions to contact the BBB - 8/6/22 No additional responses have been received Costco ****** Services Claim MSI0137759 for Costco Travel booking #C397768972. Cost to be reimbursed: $557.58
Business Response
Date: 08/10/2022
Costco has made multiple attempts to connect with ****** to gather additional information regarding his claim. So far, we are unsuccessful in connecting with ******. We have reached out to Budget and we are currently awaiting a response.
Business Response
Date: 08/15/2022
Costco, is actively working with Budget on a resolution. We are confident we can resolve Jeremys claim to his satisfaction.
Initial Complaint
Date:08/05/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a membership and was told at the store to setup my online account to access my membership. When I tried to setup my account it said I needed to verify my account but I'm not allowed to verify my account online using the internet. Instead I have to go back to the store and verify my membership which I verified at the store when I purchased it. And what good will that do if it's not possible to setup an online account online? Am I supposed to magically get my information onto the internet without using the internet? So now I paid for a membership but I don't have a membership because I have to setup an online account to access my membership but I'm not allowed to use the internet to do it.
Business Response
Date: 08/10/2022
Costco has tried reaching out again via phone. I sent ****** an email to contact us directly for assistance with the online account
Initial Complaint
Date:08/05/2022
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 had a horrible purchase experience with Costco and Costco logistics. I put two orders for two different washer and dryer combo and both of them failed to deliver to my home. I would like some help on getting the washer and dry I ordered delivered to my home as soon as possible. Also I request partial refunds on my order. The first purchase I made was on 06/05/2022. The order number is *********. I paid $1,582.30 for a ** washer and dryer set and the delivery was scheduled on 7/1. On that day, the delivery team called and told us the unit was damaged in the warehouse and asked us if we still want it. I said no and Costco wasn't able to find a replacement. I had to cancel this order and shop for another model.What drove me crazier was the second purchase. I put another order on 7/3/2022 with order number *********. I paid $1,855.12 for another ** washer and dryer set and the delivery was scheduled on 8/4. I waited for the delivery at home and it was a no show. No calls or emails were sent to me with any information about the order. I called Costco and they told me that my order is 'lost' in the warehouse and they put another new order as a replacement. They cannot offer any estimated delivery date for this new order, and I now have no idea when will I receive the washer and dryer now.I am extremely dissatisfied at how Costco treats customers. On the website, Costco states that they will provide home delivery for appliances but they failed to do so two times in a row. On the scheduled delivery day 8/4, no one tried to contact us about the issue of our order. Costco was the one responsible for the two failed deliveries, but they did not even apologize or try to resolve the issue. I have lost confidence in making purchases at Costco as I don't know if I will receive my washer and dryer at all.
Business Response
Date: 08/11/2022
I previously spoke with the member, Jiageng and explained the Item appears to be out of stock with ** and will follow up with her/them to confirm if it is definitely available or not. I called the member back today to inform them that their original order is now available (back in stock) and if she prefers to have that order it can be delivered. However, I got their voicemail which is "not set up" and couldn't leave a message. I informed them via email.

--
Tiletha W.

Costco spoke with Jiageng and explained that the ** item appears to be out of stock. We will follow up with the member to confirm availability.

Costco was able to reach the member today 8/11/22 to let them know that their original order is now in stock. If the member prefers the original order it can be delivered. I continue to get a voicemail that is not set up; therefore I am unable to leave a message. Luckily we were able to communicate our findings via email. Thank you.
Initial Complaint
Date:08/04/2022
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 purchased a Casper Mattress 08/04/2022 from Costco at ***********, **. As we were unpacking the first layer (the adhesive layer), we realized there were some red blood-like stain scattered around the mattress. The vacuum bag (second layer) is still intact, but since the first layer is removed, the mattress became the original size. I called Costco customer service line today at *******, explained to them my situation that the mattress is now too big to bring back to the *********** warehouse. They advised me to speak to the personnel at Costco *********** since I didn't order the mattress online. So I called the *********** Costco at 12:17pm. The representative told me they can't do anything about it. I must bring the mattress back for an exchange. But I told them, it's too big and it's not gonna fit into any of my cars. That person just said "well, it's either you deal with it or you rent a truck to bring it back for return". It's very rude for them to say that.
Business Response
Date: 08/08/2022
Fm Tu ***** Asst ** W473 - Following our research of what had transpired, members understand that it's not the company responsibility to transport merchandise back to the building for refund. They were disappointed that we didn't try to offer any other services to help expedite the return. We were able to get a delivery company to help with this. Members are happy with the end result.
Customer Answer
Date: 08/08/2022

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. Now I am waiting for Tu to arrange the delivery service to swap out the mattress.

Sincerely,

*********************
Initial Complaint
Date:08/04/2022
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 7/09/2022, I went into the Costco Tire Center because I noticed my vehicle was shaking when I drove it and a splitting of the tire tread. I informed the tire technician of my issues and he stated that he will do an inspection and advise me on my next step. After he did an inspection, the technician advised me that he only saw a problem with the two front tires and the tires in the back were okay. But he advised me that it would be best if I purchased all 4 new tires. I asked him if he was sure, and I noticed that the right rear tire had a splitting of the tire tread. Again, he advised me that the front tires were the only ones that need to be replaced. I did what he advised and purchased 4 new tires in the amount of $863.60. He advised me that the tires were not in stock and it had to be ordered. He advised me that they will call within 1 to 3 business days for me to return and they will put the new tires on. I asked the tire technician on numerous occasions if my car was safe to drive as is since I live *************************************************************** order to get home. He advised me that I will be okay. I kept asking and reminding him why I came in and again he advised me it was okay. I'm not an expert on tires and I went with his advice. I did not even make it two miles on the freeway and my right rear tire blew on the freeway. I swerved into other lanes and exited but luckily, I did not hit another vehicle, or another vehicle hit me. The impact of the tire exploding took out my bumper and right rear panel. I had to call a tow truck and now my vehicle is at the body shop due to the negligence of the tire technician. He did not do a thorough inspection and he advised me that I was okay to drive my vehicle when it was not safe to drive. Had I known this, I would have left my vehicle at the tire center and got a ride home. Now, due to Costco's employee's negligence, I don't have a vehicle to drive.
Business Response
Date: 08/12/2022
Back on 7/9/22 around noon we had ********************** wife arrive at our Costco location. She came in and was assisted by ******, one of our salesmen. ****** then went out to the members' vehicle and got the year, make and model. ****** also performed a visible inspection out in the parking lot prior to coming back in. ****** informed the member that they had irregular wear and recommended replacing the tires. ****** then informed the member that we did not have anything in stock at the time and that we could order them tires if they wanted. The member agreed and we then processed a Special order for them. The member then left. We later got a call from the member that they had blown out a tire on the freeway. The member insisted that it was our fault and that we told them their vehicle was safe to drive. We informed them about the irregular wear and that the vehicle would not pass inspection and that's when we ordered them new tires. We did not bring the vehicle into the bay as it was not part of the special order process. We did not at any time work on this vehicle. The member chose to drive the vehicle to us that day and chose to drive it away. The condition of the tires didn't change from when we looked at the vehicle to when the tire failed. The member came back on the 15th for a refund.
Initial Complaint
Date:08/03/2022
Type:Delivery Issues
Status:
UnresolvedMore 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 placed an order on Costco.com for a sectional sofa (order # *********) on July 31, 2022. I got an email confirmation with a delivery date of August 3, 2022. I then initiated a return of Amazon sofa. Costco cancelled my order the following day noting it was out of stock! It's strange that they're taking orders for items they don't have in stock. At that point, I was left without much of an option. Amazon will pick up the sofa I have and Costco already cancelled my order. I reached out to Costco online, but I didn't get any help. I was assigned case ID *************. Spoke *******, then ****** and finally ********. They didn't offer any help except claiming that there was nothing out of the ordinary! I finally asked ******** to transfer the call to manager, but she claimed managers only do callbacks in ***** hours. I waited 48 hours, but no one called. I called again and was put on hold, and the line was disconnected! about an hour later, I received a voicemail from ******** who offered to help. She did offer to find another sofa that is comparable. She stated that she would send me an email and asked me to reply so she handle it. Also, she said she said would follow up with that same day. This was the last I heard from her! I sent her several emails and attempted to call her several times to no avail. Very disappointed with your service so far. ******** never followed up with me as promised. When I gave up on ******** returning my messages and callbacks, I called Costco.com for the fourth time. The first time I called, I was promised a callback 12 minutes later. I called again, this time I waited almost ************************************************* when I told her to transfer the call to the Supervisor! I am on hold as of this moment. I am not expecting much help. Very disappointed overall.
Business Response
Date: 08/09/2022
Compensation was issued to the member on 8/5/22. It was confirmed by the member that he received delivery of the order on 8/8/22. His exact response was I received the sofa on Saturday. "Not too happy. Its what it is!" I have responded inquiring if there was a specific issue.
Costco will follow up with responses once I receive a response from the member as to any further assistance that *** be needed or if it is just the selection the member choose as an alternative.
Customer Answer
Date: 08/10/2022

Complaint: 17667873

I am rejecting this response because: I am still waiting for them call me back.

Sincerely,

***************************
Business Response
Date: 08/19/2022
I spoke with *************************** today and he advised me that the issue is resolved. with the complaint the member received his credit and the new order. I have closed the SR as resolved. The member and his wife are adjusting to their selection. I did advise the member if they are not satisfied after allowing time to adjust they may return for a refund. Member was thankful.
Customer Answer
Date: 08/26/2022

Complaint: 17667873

I am rejecting this response because: As stated before, I ordered a specific sofa, but ended up with a different one. I did ask for the issue to be escalated to someone at corporate, but my request wasnt met. Not the experience I was expecting from Costco.

Sincerely,

***************************
Business Response
Date: 09/06/2022
Costco Management is working with Mr. ******** to find a replacement item at this time.
Customer Answer
Date: 09/09/2022

Complaint: 17667873

I am rejecting this response because: I have not been contacted by anyone from Costco ever since I rejected their response. The last email I received from ******** was dated August 26, 2022!

Sincerely,

***************************
Business Response
Date: 09/14/2022
We have sent this to the appropriate team to assist.
Customer Answer
Date: 09/20/2022

Complaint: 17667873

I am rejecting this response because: I received a call from **** with Costco **************** with no results so far. I asked **** to call me back 2 days ago, but I have yet to hear back from him.

Sincerely,

*****
Initial Complaint
Date:08/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have 5 year warranty on a ***** purchase of $1,399, its ridiculous that Costco will not let me return despite it being less than 6 months. There is a 90 day return policy, however a TV having issues within 60 days is unheard of. Not an item I can just carry into the store, especially since I bought it online. Have been thrown back and fourth between customer service and concierge, both of which refuse a return. Already went thru troubleshooting process with Concierge and *** Unbelievable.
Business Response
Date: 08/08/2022
Costco Warranty is in receipt of our members' concerns. We apologize that they are experiencing issues with their ** television. We would love the opportunity to assist with warranty support. We are unable to move to a refund this early in the process. If our member would like for us to complete our support steps we will have a team member continue to work on their case # ******-002330.
Initial Complaint
Date:08/03/2022
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.
On 07/19/2022 I tried to return a patio furniture set (Portofino Comfort 5-piece Club Chair Set in Espresso - Item# ******). The customer service agent said "no problem" given Costco's 100% satisfaction return policy. This would also be my first ever return to Costco.com, since I HIGHLY value their products and services. I was given a return order number of ********* and that I would be given a call within 5-7 days. After 2 weeks without a call, I reached out to customer service. They informed me my return had been denied and there was no appeal process.
Business Response
Date: 08/04/2022
Costcos Return Policy is intended to protect members from products which are defective and is not intended to be a lifetime satisfaction guarantee on a product. At this time Costco has reached out to ******************** to gather more details about the product to determine if this was a quality issue or if the product has been used for it's intended purpose.

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