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

• 

  Costco Wholesale

  1205 Memorial Pkwy NW Huntsville, AL 35801-5930

• 

  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:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item from Costco. 3 weeks later it was never delivered. I have now called customer service 5 times. The first 3 times they said would correct. The last 2 they said they would refund. THEY HAVE DONE NOTHING! They took my money, delivered me nothing and lied repeatedly. THEY WILL NOT REFUND MY MONEY OR FULFILL MY ORDER!

  Business Response

  Date: 08/01/2022

  Costco has spoken with our Member and was able to receive feedback on what they would like to have done. This will be passed on to the appropriate teams for review. The refund has been issued. 
  
  

• Initial Complaint

  Date:07/29/2022

  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 July 29 a brand new ******** electric dryer was delivered & installed by Costco. Com. The delivery ************** it right in front of me, its brand new. The dryer does not heat up. I called Costco consierge right awsy to tell them, all they can do is set up an appointment for someone to come & look at it before they can send out a repair man. There is no need to send someone out to look at it bc its brand new, theres been no usage & was just installed. Costco should have the installers come right back bc it wasnt installed right.

  Business Response

  Date: 08/05/2022

  Costco has reached out to **** Onei approximately 4 times; we have not received any communication from **** after leaving both voicemail messages and emails. Thank you

• Initial Complaint

  Date:07/29/2022

  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 placed orders on Nov 23, 2021 for the item #*******, HP 14" Touchscreen Chromebook at $459.98 at costo.com, 2 units in each order. Costco provided two *** tracking numbers for each order, however, I didn't receive the second unit for 14 such orders. I began to contact Costco and was advised to dispute with my bank, but I didn't get all refunds for all orders. I filed a BBB case ******** on April 26,2022. . Since then I began to communicate with Costco chargeback team. ********************* was the contact person. After two months, ***** sorted out the orders and disputes, and admitted that one unit in **************************** several email communication, for example, on June 3, June 28 and July 7, . Besides refund for the 11 orders, I also requested my paid memberships reactivated. . However, ********************* later transferred me to ***************************************** on July 8, 2022 saying I had too many Not Received cases, which is not true, and all those packages were not even dropped off at ***, nor I ever received. I sent the details of the case to the above team on the same day. . Investigations team emailed me back on July 8 that "Please allow at least 5-7 Business days for a response." Today is July 29 and no response at all. . Once again, I request the 11 orders of $459.98 be refunded, and my paid memberships reactivated.

  Business Response

  Date: 08/03/2022

  Costco has made contact with Hong Zhong. We are currently working with our support teams for a resolution. 

  Business Response

  Date: 08/05/2022

  Costco has issued the remaining refunds. However, a decision has been made by our support team, and the online block will remain. Our Member has been advised. 

   

  This is now closed on our end.

• Initial Complaint

  Date:07/28/2022

  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.

  costoc has accepted my return for the order #********* . I have in communication with costco and they are saying the item was returned earlier. I made a return on 5/15/2022 . costco has provided document showing 2 purchase if the item and 1 return so 1 item is still pending return which was completed on 5/15/22. costco is refusing to pay for the return stating, item was already returned which is not possible based on the system. I have been talking to costco agent and they agree over the phone that it's a mistake but resolution team via email states something different .. please help

  Business Response

  Date: 07/29/2022

  Costco has corrected the confusion regarding what platforms each unit was returned and are awaiting the refund to be processed.

• Initial Complaint

  Date:07/28/2022

  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 order a laptop on 7/14/22, the order number is #********* and I use the 40 off 250 coupon, the final price is $519.08 (include tax ), but it got cancellation by costco.com without valid reason. I contact customer service via chat to ask why. **************** told me that she can not help me order with $40 off . She also said that she can not reissue the coupon for me. She asked me to reorder it via original price ($562.79). Then after the order shipped. She said I can request price adjustment via https://******************************************/app/answers/detail/a_id/628 to the same price as old order#********* after new order #********* shipped. I place the new order on 7/15/22, price is $562.79. She also gave me two reference number #******-013389 and #******-016543, and said that I only need to provide the reference number to the price adjustment team, then I will get refund. However, after I request price adjustment on 7/26/22 via Costco website, I got response that they can not honor it and asked me to contact Costco customer service again. ******************** already has the reference number and issue notes in their side, but just do not want to honor it to refund $40+tax and keep asking me to contact them again and again. The Costco customer service's phone or live chat's wait time is pretty long 1~2 hours, they will not call back or do not have any email of customer service. Please refund $40+tax to me.

  Business Response

  Date: 08/01/2022

  Costco spoke to ************ today and has corrected the coupon issue as well as issued further compensation for the inconvenience in trying to rectify the experience. ************ has accepted the resolution provided. 

  Customer Answer

  Date: 08/02/2022

   
  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:07/28/2022

  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.

  A couple of weeks ago I went to the Costco Business Printing site to have some business cards printed for my new business. I chose this service because very clearly it had graphic (attached file) stating "Costco Guarantee - Satisfaction Guaranteed or we'll replace or refund your order." This is a deceptive lie that I will explain.I designed my business card and was told to look at the proof (file attached). Their disclaimer (a fair one) was something to the effect of I need to accept the proof. The proof had no white border around green space where the green logo was placed, so I placed the order expecting the biz cards to look like the proof.When the cards arrived (file attached), they had an asymmetrical white border around the entire green logo area, making the cards unusable. More to the point, they DID NOT look like the proof.I tried to resolve this amicably by calling their support center. They asked for a copy of the proof AND a picture of the delivered cards and they would get me an answer. I day later they responded by saying they would not correct the error.I need a resolution to this matter. Costco must live up to their pledge of customer satisfaction and either reprint the cards to replace those I have paid for but can't use, or refund (attached file with Costco Return Policy) my total expense for the cards and I will take my business elsewhere.

  Business Response

  Date: 08/03/2022

  Both orders have been refunded without return and a follow up email has been sent to the member.
  
  I have reached out the member at ***************************** to advise them of the refund and reassure them we are looking to see why the cards were printed with the border.

  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:07/28/2022

  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.

  I purchased a set of washer and dryer initially on June 3rd 2022, thru Costco online, it was delivered on June 20th and had to do a return since I had a gas line on the laundry room, delivery driver mentioned I just needed to reorder the dryer, contacted Costco on the 20th and they were supposed to process the refund 2-3 days after, since I couldn't return just one item needed to return and repurchase a set, days later contacted Costco for an update, apparently they didn't made arrangements and they had to set it up or do something on their end, kept calling to find out when they were picking up the washer and what was the status of my refund, kept changing the story back and forth from 2-3 days to 5-7 days, long story short they finally picked up the washer on 7/6. As of today they still have NOT refunded my money every time I call is the same story, they really sorry, some form/info was missing it should be all set up now and refund should be in 5-7 days as of today 7/28 still no refund and costco only has the one number, the store says it is up to Costco online to solve, tired of calling to get nowhere, hopefully you can guide me. Thank you

  Business Response

  Date: 07/28/2022

  At this time, Costco has sent the member their credit for the washer and dryer. Costco will be checking back no later than 7/30 to confirm that all has been taken care of and the credit was received.
  
  

  Customer Answer

  Date: 07/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received a call the same day and refund was processed and received. Thank you very much for your assistance
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/28/2022

  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 sectional couch online from Costco on 12/19/21. The couch was delivered to us on 1/11/22. The couch feels uncomfortable due to the cushions having little padding and i can feel the springs no matter how i sit on it. It feels like the springs are going to pop through the fabric any day now and the couch is roughly six months old only. I would like to be contacted by Costco to discuss options for how to address the poor quality couch. I love everything about the couch, but springs feeling like they are about to pop out; very uncomfortable.

  Business Response

  Date: 07/29/2022

  Costco has discussed options with our member and we are moving forward with an exchange.

  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:07/27/2022

  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 July 27, 2022, Costco Wholesale Delivery delivered a new refrigerator to our home, order # *********. The delivery team was 2 individuals who took the front door off the hinges and then left without putting it back on, meaning we can no longer can close our front door, which is a big safety issue. We called the driver immediately after they left but they did not answer, even though they closed the front door when they left so knew it was not on its hinges. This issue was one of many others, including dragging the old refrigerator across the floor rather than using a dolley, scratching up the floor; leaving the old refrigerator sitting inside where it leaked water an inch high, with my continually needing to clean up the leaking water; not putting anything on the floors to protect them; falsely claiming that they had to haul away the old refrigerator and could not touch it if they only left it in the garage, and not removing all of the wrap on the inside of the refrigerator.

  Business Response

  Date: 07/28/2022

  Costco is working with the Ecom supervisor who is the point of contact for this member to get a resolution. An email has been sent to the *** and carrier to request they send someone out as soon as possible to address the issue with the members door. I will provide an update once we hear back.

  Business Response

  Date: 08/01/2022

  The *** contacted the member to send a team out to fix the issue but he stated he did not realize that it was the front door (although this was stated in the original request) so as a result they once again told the member that they could not come out and she had to have someone else fix the door and we would reimburse her. The member was not happy and stated she would contact the corporate again.

• Initial Complaint

  Date:07/27/2022

  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.

  My order # is *********. I placed the order on 7/11. The order was shipped through *** and the tracking # is 1Z5Y224V0303351770. The original delivery date of the item was 7/14 - 7/18. Starting from 7/18, *** sent ************* messages to me everyday saying "it will be delivered by tomorrow", but it has never been delivered. On 7/22, *** stopped giving delivery date on this tracking number. on the same day, I called *** customer service and they told me that the package may have been lost. Then, *** told me that I have to reach out to the shipper.Then, I called Costco customer service on the same day (7/22). I was told by the representative that Costco is not responsible for this, because Costco has already shipped my item. The person who picked up my call was not willing to help me at all and kept telling me that is ***'s issue. Costco does not responsible for the items anymore as long as Costco ships it out. We had some arguments, but at the end, I agreed to wait for 2 more days. On Monday (7/25), I called Costco again. The lady who picked up my call was quite helpful. She said she is going to forward this issue to a Costco's internal team and I should hear back within ***** hours.Today (7/27), I received nothing after 50+ hours. I called Costco again. A male customer representative picked up my call. He is so RUDE. I have been Costco members for YEARS, and I have never seen such a bad customer service. He question me why I can't be patient and wait for 72 hours minimum before calling them. He said they may respond back in ***** hours, but it is the best scenario. Then he says I am wasting their time by calling them after 48 hours instead of waiting for 1 more day. I was about to explain that I called them back because I was told to check back with them if I don't hear back in 48 hours. I also mentioned that I am so disappointed. He just hangup the call without letting me finish. Wow! Is this still the COSTCO I used to know? HORRIBLE!

  Business Response

  Date: 07/29/2022

  Costco has connected with the member via email. They let us know that their order arrived in very poor condition. We are attempting to confirm if the member would like an exchange or a refund. An update will be provided as soon as new information is available.