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

1,254 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:08/03/2022
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 ordered 2 laptops for my grandkids for school, after realizing I purchased the wrong ones, I initiated a return and sent them back using a label provided by Costco.com, I never even opened the boxes. Ive now been getting the run around about my return saying they havent received it yet I sent the package exactly as I received it with the label provided by Costco, Im not sure what the issue is or where the package is and now I will be out the money as well as the product and the company is doing nothing about it when they are the ones who emailed me the label to return the items. My order number is *********
Business Response
Date: 08/04/2022
Costco has reached out to the member via phone and email. After reviewing the notes for ****** it appears that she has already received assistance for her laptop concerns. We will follow up when more information is obtained.
Initial Complaint
Date:08/03/2022
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 charged me the price of goods twice.I have been explaining the unfairness to Costco for over 8 months.However, Costco suspended my membership twice and ended up paying me unfairly.
Business Response
Date: 08/04/2022
Costco has reached out to the member in an effort to resolve the issue. At this time, we have not had the opportunity to connect over the phone.
Customer Answer
Date: 08/05/2022

Better Business Bureau:

I haven't been contacted by Costco.

I would like to receive all conversations by email

Sincerely,

Ki *****************
Customer Answer
Date: 08/07/2022
I'm sorry The problem with Complaint ID ******** is not over. my notice is wrong Costco has not contacted us yet. Please continue the issue with my ID ********. Please help me to solve this problem. Sincerely,
Business Response
Date: 08/10/2022
Costco has researched the information provided and are not able to locate a CompleteID account for this member. In addition, a message was left for the member to call us to discuss their concern. I have not heard back from this member. We have created an escalated complaint file for this member and will continue to try and make contact.
Customer Answer
Date: 08/18/2022

Complaint: 17683997

I am rejecting this response because:

I called Costco Mr. ***** **************) twice, but he didn't answer.

I left a message.

I will try again.

Sincerely,

********************
Business Response
Date: 08/22/2022
Costco was able to find and identify the discrepancy with this issue. This issue has now been resolved.
Customer Answer
Date: 09/07/2022

Complaint: 17663054

I am rejecting this response because: Costco's discrepancy is one-sided and wrong. This problem is not over. I called them twice but they didn't connect and I left a message but didn't get a call.

Sincerely,

********************
Business Response
Date: 09/13/2022
Costco has received the rejection and has forwarded to the appropriate team to review.
Initial Complaint
Date:08/02/2022
Type:Customer Service 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 ****** ************ Reclining Sectional with Power Headrest from Costco with the order #********* (Service Request: 220727-018081). About three months ago, we noticed that one of the recliners no longer works and we reported the issue to Costco on 7/18/22. The sales rep. apologized for the problem and immediately arranged for the item to be picked up by Costco for a full refund of $2,154.99. The item was picked up on 7/27/22 following which I received the refund notification. Since the item was purchased with credit card, I requested that the money should be refunded into the credit card. However, to my surprise, Costco sent me an electronic Costco Shop Card on 7/29/22. I called Costco on the same day to reject the shop card and reiterated my earlier request that the refund should be paid into the credit card, which was the form of payment for the item. Since then, I've called Costco three times for the refund and each time received false assurance that the refund will be paid into the credit card within 1-3 business days. While I've not activated the electronic shop card as advised by one of the sale's reps., I hereby request BBB to assist me with the refund to stop the flimsy excuses from Costco each time I called for my money.
Business Response
Date: 08/03/2022
Costco has spoken with ****** and is working on getting his refund sent via the original form of payment.
Customer Answer
Date: 08/09/2022

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:08/02/2022
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 Washer and Dryer from Costco.com that included full setup and delivery. After the initial delivery, I noticed the company took parts that were supposed to stay with the washer including the shipping bolts, and the j-hook for the drain hose. In addition they did not install the water line for my steam dryer at all or leave the parts. After my first call they scheduled an additional install check. The person that came advised there was nothing he could do and I would need to call back. After my subsequent calls back to Costco, they advised I could either purchase the parts myself and call back again for reimbursement or they could possibly order the parts through their concierge department. For something that is supposed to be included in my purchase, I am having to spend way too much time and effort to resolve this issue. I should not have to be the one trying to solve this problem the work should be on Costco to resolve it, and they are not resolving the issue.
Business Response
Date: 08/04/2022
Our MAT2 Agent has reached out to the member and reached out to our manufacturer ** to order the parts for our member. We are waiting for the response from **. @******** Grau kindly make sure to provide update once information has been provided.
Initial Complaint
Date:08/01/2022
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.
I ordered a Whirlpool dishwasher from costco.com website on 07/04/2022. The initial ship date was scheduled for 07/20/2022. Before the delivery, Costco said they would not be able to install the appliance and would call me to reschedule. Neither the company or the logistics agent ever called me. On 07/28/2022, I receive an email with a link to a website to reschedule delivery. The website doesn't work so I have to call customer service. I get a new appointment scheduled for 08/01/2022, with a confirmation call to be placed evening of 07/31/2022. No confirmation and yet another no-show for the delivery. On reaching Costco's customer service, the third-party installer apparently decided to reschedule for 08/04/2022 of their own volition with no notice to anybody. There is no guarantee that on 08/04/2022 the installer does yet another no-show for this latest rescheduled appointment.
Business Response
Date: 08/04/2022
Thank you for contacting Costco Wholesale Corporation. Costco and the third party installation company MasterPro have reviewed ******** complaint regarding their delivery and install. We have reached out to our member to confirm a delivery/install date.
We apologize for any inconvenience ****** may have experienced.

Customer Answer
Date: 08/05/2022

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:08/01/2022
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.
on Saturday July 23rd at 5:30 p.m. I ordered a $1600.00 shed from costco. that very next morning on Sunday at 10:00 I canceled it. I received a notice from Costco that it would take 24 to 48 hours to process my cancellation & that they would notify the shipper. when Monday the 25th arrived I contacted the shipper & told them not to deliver the product & that I had canceled the order with costco. I gave them my Costco order number. I did not see a refund from Costco so I called customer service & was told that the request to cancel could take another day or so before I would see a refund & a formal cancellation.on Wednesday the 27th I called Costco again to find out why my order wasn't showing up as canceled & why I did not receive a refund. I was told at the time that the person who I spoke with several days earlier did not put through a refund request & that the shipment was not canceled. at that point they called the shipper directly & was told that the shipment had been canceled & that it would not be delivered. I was also told that the customer svc rep put through a refund request immediately & that it would take 24 to 48 hours before I would receive my $1,600 refund. when Friday came along & I did not see a refund I called again Monday & spoke with a third or fourth person from Costco who told me that the refund had not been filed & that the shipment showed that it was canceled several days earlier. there was zero organization or continuity between Costco, me and/or the shipper; consequently my refund was never processed. Further a supervisor then advised me that ALL of the information I had been given by their other CS reps was wrong & that it takes ***** hrs to send a refund REQUEST, & then another 3-5 days before a refund is issued. This is egregious. No one gave me proper information, nor did anyone do their job & file this refund request on the 25th as it should have been. I have a $1600 CC **** due Aug 3rd or penalties will be applied! Order #*********
Business Response
Date: 08/03/2022
Costco has verified that the order will not be delivered, a refund has been issued. The member was contacted with this update and confirmed all is now resolved.
Customer Answer
Date: 08/03/2022

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:08/01/2022
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 had a costco membership and I renewed it last year in person at the store, I down graded to the cheaper membership. While I was shopping a lady came up and wanted me to get the higher membership for $***** more and if I didn't get that money back with the 2% they would refund my ***** , well my check came in for **** not *****. I called to cancel my membership and they have processed my renewal automatically which I was unaware of. So in order for me to cancel my membership I have to wait 3 days and then they can process my cancellation and process my refund, which will be about another 5 days for it to hit my account. So basically I am out of 1***** from my checking,(which did overdraw my account). I just want my money back now not in 8 days. I think there auto renewal is a scam .,
Business Response
Date: 08/03/2022
Costco has spoken with **** and assisted in refunding her renewal as our auto renewals have now completed. Auto renewal for her membership has also been turned off so she does not get any recurring charges and her membership has been cancelled. The member feels as if this issue is resolved.
Customer Answer
Date: 08/04/2022

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:08/01/2022
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 received a letter regarding a chargeback. I have been a customer for over ************************************************************************************* I called continuously to get a refund for an order (I called at least 16 times) never received. I only received a partial refund and was hung up on several times and then told that I would receive a refund, but I never did. I spent several hours on the phone to get it resolved. It still wasnt resolved for several months so I had no other option than contact my credit card company. I received a letter that I will be sent to collections for my dispute. Prior to this email I was never contacted by Costco. I am appalled by how Costco Online treats their customers. As you can see I spend thousands of dollars online and at the store. I am contemplating taking my business elsewhere and the nature of the letter was astounding and I feel that I need to forward to corporate. Please call me. ************. *************************
Business Response
Date: 08/03/2022
Costco has attempted to work with ************************* on several occasions via email and phone. ******** refuses to work towards a resolution. ******** has provided inaccurate tracking information; and when we attempt to provide her the correct information she becomes extremely escalated and insults our Analyst.
Customer Answer
Date: 08/03/2022

Complaint: 17650528

I am rejecting this response because:
I have yet to receive a callback that I have requested for several months and I just submitted **** to have someone call me from Costco, but no one has.
Again, I requested a callback but no avail. That refund they believe they provided is a courtesy credit because they put me on hold for several hours and never provided a refund yet.
No one has yet called me back. This is the email trail from ************
On Mon, Aug 1, 2022 at 8:41 AM Jen *************************** wrote:

That is not true. You guys kept giving me a $10 courtesy credit without providing a refund. I submitted a better business business bureau complaint. I have asked numerous times to have a manager callback, but no has called me back. ? ? ? ? ? ? ? ?

That is not true. You guys kept giving me a $10 courtesy credit without providing a refund. I submitted a better business business bureau complaint.

I have asked numerous times to have a manager callback, but no has called me back.

Have your manager call me back at ************..

All that is untrue, no one has even bother to callback to go over the refund status so I had no choice than to contact my credit card.

Please call me

*************************
Business Response
Date: 08/12/2022
Costco called and spoke with the member today, and she wants to resolve the issue, however, she will need to call us back.

Customer Answer
Date: 08/22/2022

Complaint: 17650528

I am rejecting this response because:m I have left messages and no one has returned my call

Sincerely,

*************************
Business Response
Date: 09/12/2022
Awaiting a response from the appropriate team which this was assigned to.
Initial Complaint
Date:07/31/2022
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 bought tires from Costco long time back on the promise they do tire rotation whenever ******** 5 to 6 thousand miles. **** I approached them with an appointment to get tire rotation, they reneged on their promise of offering free tire rotations. Instead, they tried to sell me new tires even though my tires under warranty.This onerous, unethical and illicit practice of refusing to fulfill their promise to a senior citizen causing an unplanned expense and stress for no fault of mine.Please do justice!
Business Response
Date: 08/01/2022
A tire warranty was not offered as the front and rear tires had significant tread depth differences due to lack of rotation.
The tires were driven for approximately ****** miles with no record of tire rotation. Tire rotation is a maintenance
requirement to maintain warranty coverage. Tire rotations should be performed every ***** miles.

Customer Answer
Date: 08/07/2022

Complaint: 17649601

I am rejecting this response because:I am rejecting this response because Costco promised to do tire rotation on my car without any condition.
Now they are coming up with all this logic which is highly self-serving. It is akin to bait and switch which federal government considers illegal practice. For a business like Costco to commit to this act is unethical and not a better business practice.

Sincerely,

*****************************
Business Response
Date: 08/17/2022
Costco's response was referencing why a tire warranty was not offered. Costco did not respond
that we would not perform tire rotations. Tire rotations are available. Depending on the condition
of the tires, the rotation pattern may be limited to across the same axle.
Initial Complaint
Date:07/30/2022
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.
False advertising, Ice Cream Sundae at Costco Mission Valley, *********, **. Costco self service purchase system advertised with an image displaying their ice cream sundae fill above the container cup but the ice cream sundae received from purchases was a little over half full. I asked if they would fill it up a little bit more and the server said the new company policy is giving out 10 oz. per cup. I demanded the server to weigh the cup and confirmed that it was less than 10oz. The server then added a tiny little bit but the cup was about 70% full, nowhere near the photo display at the time of purchase (from their self service purchase system) that was filled well above the top of the cup. I want my missing portion that I have paid for and that the company needs to modify their false advertisement. Manager ***** on 7/29/2022 at 7:30 PM was not useful or helpful in resolving this issue.
Business Response
Date: 08/04/2022
Costco has spoken with our member and the member is satisfied with the resolution re a Costco Shop Card which will be emailed to him.

Customer Answer
Date: 08/04/2022

Complaint: 17645804

I am rejecting this response because: during the phone conversation on 8/4/2022 at approximately 9:12 AM, Costco representative had said that they will address their false advertisement but didn't mention it here in their written response.

Sincerely,

*********************
Business Response
Date: 08/12/2022
Costco has spoken with ****** and he is satisfied with the resolution to issue him a Costco Shop Card which will be emailed to him. Opinion Lab feedback in regards to the false advertisement has also been submitted for review.
Customer Answer
Date: 09/16/2022

Complaint: 17645804

I am rejecting this response because: Costco didn't fulfill their resolution, Shop Card not received by email. On 8/4/2022, Costco indicated that they would send Costco Shop Card by email. On 9/7/2022, Costco could not find record of such solution. Please see record below BBB Complaint ID ******** This message originally read on 8/4/2022 Costco has spoken with our member and the member is satisfied with the resolution re a Costco Shop Card which will be emailed to him. Complaint ID: ******** This message originally read on 9/7/2022 We have not found any information indicating that the Concierge was to send our member a shop card. We will continue to research this and work with the member for closure. Thank you

Sincerely,

*********************
Business Response
Date: 09/16/2022
Awaiting a response from the appropriate team which this was assigned to.

Customer Answer
Date: 09/21/2022

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,

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

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Costco is NOT a BBB Accredited Business.