Business Profile

Buying Clubs

Costco

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,259 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: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.
Hello, I would like to file my complaint about costco in general. They continually advertise specials like furniture or appliances on an email flyer then send out weekly. you click the link and if you actually wan tot buy the item they advertise they tell you its not available. Not only is it poor business, but its also a scam being used call a bait and switch. They offer you and good deal that doesn't exist or is impossible to get and then they try to sell you something much more expensive. I did report this to costco direct and they confirmed my suspicion that the items were in fact not available in any area of the 3 ****** i shop in, *********, Wisconsin, and ****. The agent confirmed the scary truth. They used the bait and switch tactic on millions of people every week and never actually give anyone the deal.
Business Response
Date: 07/28/2022
The customer returned our call and said he had another coupon for me to try (a manufacturer's coupon). We called the coupon for guidance and they helped us get a paid claim. The coupon was successful with a copay of $61.86. We refunded the customer $214.87.
Business Response
Date: 08/01/2022
Costco has made contact with the member and apologize for any inconveniences this has caused. We have advised the member our site is based off of live inventory availability. Costco has closed this as resolved.
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.
I have placed two orders on Costco.com that have been cancelled. I am told it is because we have recently moved and despite our address change, it can take ***** days for the change to update so our orders are being cancelled. This can not be the case as it would appear our Costco membership has no value for two months when moving. The representative informed me I should go into a store - laughably 2 hours away to use my membership. Please assist in getting my orders reinstated and delivered.
Business Response
Date: 07/29/2022

A new order has been placed. Costco will monitor to confirm delivery is made with no further issues. Thank you.
Initial Complaint
Date:07/26/2022
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 new pro form HIIT elliptical machine from Costco online and waited over 3 weeks for the machine to arrive. The machine arrived today and the delivery service left it at my ********* immediately opened the box only to find a very used and broken elliptical machine with parts rewrapped and pieces thrown all inside the box. I called Costco within 10 minutes of delivery and they stated that the delivery service did not answer their phones and they couldnt come back to pick it up. I had to take the morning off work for the delivery and now I have to take more time off for it to be picked up. I shouldnt be punished for Costcos selling of used parts. I want the new unit and this one picked up asap.
Business Response
Date: 07/27/2022
Costco has made contact with the member. We are proceeding with an exchange and are attempting a special arrangement to pick up the used unit which was originally delivered.

Customer Answer
Date: 07/28/2022

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:07/26/2022
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 delivery team does not deliver my products as scheduled. The latest delivery issue was today July 26, 2022. ************** at Costco.com **************** stated the delivery team called, knocked on my door and waited 30 minutes with no answer. My wife, daughter and myself were here and our Chihuahua. Our dog did not bark and we heard no knock. When I confirmed we only received 1 call and message to reschedule our delivery, but no calls from the delivery team, ************** nor the person on a subsequent call to Costco made an effort to ensure the next delivery will be any different. During the calls, I requested assurances from Costco that the delivery team will keep their schedule and deliver as promised, but received no such confirmation. Costco was unable or unwilling to provide proof the delivery team called or knocked before Costco called and left the message to reschedule our delivery. Secondly, I would like compensation for the inconvenience and discomfort to my family. We will be without a mattress to sleep on for another 72 plus hours. My wife had to be up early after working 16 hours to meet with the delivery team and I have medical issues with my back and legs for which another 72 hours of sleeping on the floor will not help. Order *********
Business Response
Date: 07/27/2022
Costco has contacted ****************** and have offered delivery on the 28th, ****************** has accepted. Costco has advised ****************** we will follow back up tomorrow once delivery is complete to ensure all went well and to further discuss compensation.
Initial Complaint
Date:07/26/2022
Type:Billing 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.
There was an issue with a return for a WYZE camera for $250 or so and due to that, my account has been blocked for online purchases... I have been a member for over 14 years and I am just saddened to hear this resolution Costco came up with. If I need to pay Costco the $250 or more to reinstate this decision I'll gladly pay it. The problem I am having is I can't actually get someone from that department to talk to me so I can explain the situation which occurred with the camera (they mentioned it's by internal chat only). Now they are saying it's for excessive returns instead, which is not true. =(We purchase many computers for our business and just from February - June, 2022 at which point they blocked my online account we purchased over $17,000 for computer purchases and of course nothing was returned. They have so far cancelled $6,500 worth of computer purchases in the past month also. All I'm asking for is someone from that department who can potentially remove the block on the account to hear me out and worse case scenario just charge the $250 or whatever the amount is and reinstate the account and give us another chance, and if not, at t the very least... hear me out.I appreciate your help in this matter. Thank you.
Business Response
Date: 07/28/2022
Costco has spoken with ************* and has coordinated with multiple departments to ensure the issue is resolved.
Costco and ************* have agreed to settle the outstanding balance to allow him to resume his online shopping privileges.
Customer Answer
Date: 08/02/2022

Complaint: 17627799

I am rejecting this response because:

spoke to ********* very sweet lady over at corporate I believe and said they would take care of me and I was assigned to a supervisor named ******* who said the block will be removed by today and my orders are still getting canceled unfortunately and I have not been able to get a hold of ******** or ******* anymore. Customer service says the block is not removed and will not going to be. Weird
Can someone (********) please reach back out to me?

Sincerely,

***********************
Business Response
Date: 08/12/2022
Costco has spoken with ************** and confirmed all order issues have now been resolved.

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:07/26/2022
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 my ******* 65" Class - Q7DT Series - 4K UHD QLED LCD ** with an Allstate Protection Plan Bundle Included on April 27, 2021, for a total of $1066.23. I notice a black and white pixel inside the *** so I was concerned a bit, but I remembered I had a 5-year warranty from Costco, so I had a felt a relief because I knew Costco had me covered so I gave them a call on Friday July 22, ********************************************************************************************** they don't fix that but it wasn't a physical damage rather an internal damage which I didn't cause but I'm now left with a ** which has a black and white pixel inside at the bottom left hand corner and Costco won't honor the warranty I'm so angry because I always loved Costco and recommend so many family and friends to shop there and now I'm being treated unfairly. My order number is ********* and my member number is ************ and I would like Costco to either fix my *** replaced it, or refund me the value I paid for it.
Business Response
Date: 07/28/2022
Thank you for contacting Costco Wholesale Corporation. We appreciate the opportunity to respond to your inquiry. The Costco ******************* Team has reviewed our valued members complaint regarding their ********** concerns. Costco will be approving a one time return on our members television, the warranty team will be in contact with our member ASAP to finalize the return details. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.

Customer Answer
Date: 08/01/2022
I am rejecting this response for now until my TV has been scheduled for pickup and I received my refund but currently Costco seems to be doing a good job of taking care of this issue which I appreciate.
Business Response
Date: 08/12/2022
Costco has confirmed that the pickup was complete and the credit has been issued to our member on 8/5/2022.

Customer Answer
Date: 08/17/2022
I am rejecting this response because although Costco did everything else correct my refund was only $966.23 they still owe me $100 but refuse to give me that refund I just want this to be fully over I just want my $100.
Business Response
Date: 08/25/2022
Costco has confirmed that the pickup was complete and the credit has been issued to our member on 8/5/2022.
Customer Answer
Date: 08/25/2022

Complaint: 17627474

I am rejecting this response because: I'm still missing a $100 that the business owes me and they don't want to pay out just pay me and be done gosh I don't see how hard this is y'all started out bad by not just replacing my ** then, I had to contact bbb for y'all to take the ** back. Finally y'all took it back and only gave me $966.23 I'm still missing $100 just send me my money and this is over what's so hard in that

Sincerely,

*******************************
Business Response
Date: 09/02/2022
Costco has issued a credit to the card O#********* please. There was a site error for a $100 shop card and that was deducted on the refund

Customer Answer
Date: 09/07/2022

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:07/26/2022
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 7-26-2022 Costco at ***************************************************************** refused to honor a GoodRX drug discount coupon even though they were informed this was a cash purchase and instructed not to **** insurance for the transaction. The clerk said their system would not allow the GoodRX coupon because the customer has ****************** on file at Costco. Again it was explained that the insurance should not be used or billed on this transaction but Costco still refused and said coupons cannot be used with ******** ************* the clerk said she found a coupon she could somehow use in spite of the restriction she just mentioned and applied that which resulted in a price of about $275 instead of the GoodRX price of $200. This is a scheme Costco uses to overcharge pharmacy customers. Because the medication was needed ASAP and we already waited a day for Costco to procure the medication, we could not shop around. The previous day Costco informed us the drug would not be covered by the insurance due to step therapy requirement. Costco also quoted the cash price of over $300 if we waned to pay cash. I informed the pharmacy rep ****** we would pay cash and use a Good RX card for the customer name and DOB they had on file and he said that was OK. They could have informed us it was not allowed at that time but waited until checkout the next day.
Business Response
Date: 07/28/2022
The customer returned our call and said he had another coupon for me to try (a manufacturer's coupon). We called the coupon for guidance and they helped get ** get a paid claim. The coupon was successful with a copay of $61.86. We refunded the customer $214.87.
Customer Answer
Date: 07/28/2022

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.
GoodRX explained their RX drug discounts are sponsored by 15 different pharmacy benefit managers. The initial discount in this complaint was sponsored by ExpressScripts. ExpressScripts discounts have restrictions their other GoodRX sponsors do not typically impose. The Costco pharmacy manager, *****, was willing to utilize an alternate manufacturer's discount coupon which made the medication much more affordable. This confusion happens mainly due to the complexity of accessing affordable health care in *******.

Sincerely,

***************************
Initial Complaint
Date:07/26/2022
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.
We got our tires replaced in May of 2022. Some or all of the lug nuts on one tire were not properly tightened. This was verified and documented by the dealer. As a result of this failure to tighten the lug nuts properly, over time they worked themselves loose and in June two of the retaining nuts came off and the remaining three broke off, causing the tire to come off while we were driving. They denied my claim saying I couldnt prove it was their fault and my car is too old (2015) so it must have been rusted and worn out due to age. The rudeness displayed by the Assistant Manager in ********, ** and the insurance claims rep they used was overwhelming. The damage was minimal given what could have happened. Around $750 of repairs. Thankfully we were driving slowly when it happened and prevented more serious damage. They claim they told us to come back after 25 miles to retighten them. This is standard procedure they say. I live more than 25 miles away, so had they told me this I would have made alternate arrangements to drive around locally a while and return for that tightening. Had they even mentioned that they could loosen and should be checked I would have done so. But they never did. Perhaps one would say I should have know. But Ive replaced dozens of tires and never had to retighten them. And Im not trained in these matters. I trusted them and they failed me. First with the lug nuts and second with the poor service. So whats it going to be Costco? Treat your customers with honesty, respect, and integrity or keep up this sleazy and pathetic refusal to own your mistakes?
Business Response
Date: 07/28/2022
Costco re-opened the investigation into **************** complaint. After corroboration with his dealer and review of the facts we stand by our denial of his claim.
Initial Complaint
Date:07/26/2022
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 booked a car through Costco rental car on May 28, 2022, a full size SUV from Jun10-Jun21. On Jun20, when I arrived at the pick-up location, staff notified me that they don't have any SUV for me, and they don't know when there will be one available. The staff was beyond rude and unprofessional. This resulted me to modify the rental last minute, pay extra, and had to travel to airport to pick up a mid-size SUV. I called many travel assistance numbers to get help, and no one was available. I am requesting Costco to refund me the extra $$$ I have to pay.I submit 2 claims through Costco travel, one on 07/05/2022, another on 07/26/2022. No one has responded except automatic email. I am requesting them to respond.
Business Response
Date: 07/27/2022
Costco has reached out via email and phone advising that we are going to expedite their claim to our Rental Car Specialist. We work with both the vendor and our member in hopes to get a reasonable resolution.
Initial Complaint
Date:07/26/2022
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 purchased some Nutrisystem gift cards from Costco.com for $275 (5 cards at ***** each) with a redemption value of $500 (5 cards worth $100 each) in 2018. I didn't use them right away and gave them to my daughter in 2022. She attempted to redeem them 7/3/2022 after having the cards re- issued in April 2019 by Costco with no pin or other identification numbers. Following three weeks of talking to them and agreeing to a refund and repurchase at the higher cost then they would then credit back the difference of $125 to my credit card. So today I get a call and Costco refuses to honor this agreement because the subcontractor company is no longer working with Costco and the price has increased. Now I'm out $275 with no product credit or refund. The reference Costco return notification number #*********.
Business Response
Date: 07/27/2022
Costco has contacted the member via phone and email in regards to this order. A refund will be issued once confirmation is received of the account being active.
Customer Answer
Date: 08/15/2022
I don't think we could have resolved the problem without your assistance

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Costco is NOT a BBB Accredited Business.