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

1,259 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:07/25/2022
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 booked a hotel room via Costco Travel for *********** to stay July *****. Our flight for July 24th was canceled by southwest at 10 pm on Saturday July 23rd. With no warning at all. We reached out to Costco travel and *********** for a refund and they both refused to honor a refund even though the flight cancellation was completely out of our control. So now Costco is unwilling to issue a refund and so is ***********. Essentially they are both refusing to issue a refund blaming each other. Charging me for a room I was not physically able to use. This is absolutely ridiculous seeing as how the flight being canceled was completely out of our control and all other places we had reservations gave us full refunds due to the circumstances. Now Costco and *********** are requiring payment of $183.37 for the night stay that we were not able to use. Also it was physically impossible to cancel the flight within the allotted time due to Costco's travel website not having the ability to cancel online and requiring us to call when their offices were closed. And *********** not answering any calls after waiting on hold for hours the night of July 23rd. Essentially both businesses not allowing online cancellations in time. So they both force you to speak to someone live on the phone to force payment and give no means of cancellation to avoid payments. Both businesses are creating a barrier to canceling any bookings by not allowing you to cancel online and then stating that you did not reach out in time. This is borderline extortion, not allowing you to cancel and forcing you to wait until the next day when the time period has run out.
Business Response
Date: 07/27/2022
Costco will offer a Shop Card for the amount requested by the member. This will be ordered once we confirm the members address.
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:07/25/2022
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.
In mid-September 2021, I visited the ***************************************, with the intention of possibly buying a membership. I went to the store and walked around to see if we should give it another try. The line was long to the cust service desk, but I waited. As it turns out there was no in-store membership promotion, but an associate told me that online did have one so I called my husband who was at home for him to check it out. The promo was a tiered one with each level of membership offering more, however the discount was equally proportionate to the rate. So, my husband signs up online and then drives across town to meet me so we can check out. It was a long store visit but hey the discount would be worth it. So, after several weeks pass (4-5 weeks) and no gift card, I called Costco to inquire. The associate told me that the card would be mailed in 8 weeks. So this time comes and goes. This past weekend I received a Costco flyer about store membership and I reached out to Costco customer service online. Waited over an hour to chat with someone who then in turn needed to speak to my husband over the phone. She said that it would be handled. However, another Costco employee sent an email stating that "I did receive a follow up from our incentives department and they advised that they are not able to issue the incentives as this promotion is expired. We show that you added auto renew to your membership after the promotion expired and you would not qualify for the incentives." So, I reached out again to online cust service who said there was nothing that they can do. I expressed my dismay & that I hoped that Costco would resolve this matter, otherwise I did plan on reaching out to BBB, etc. This is wrong. Why did they accept payment? Why did they not acknowledge a problem @ point of purchase? Why didn't cust service indicate such on phone call 4-5 weeks later. Who removed promo? Who added auto-renewal later? Costco isn't responding. Spent $3700+ in 10 mnths. Please help
Business Response
Date: 07/27/2022
Costco has left both phone and email messages for *************** asking her to get back to us so we can resolve her issue/concern. We will cover whatever the promotion amount was for her from the warehouse as soon as she responds to our messages.
Customer Answer
Date: 07/31/2022

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. ***** at the Costco warehouse was very attentive and responsive to my concern. Thank you for your help.

Sincerely,

***************
Initial Complaint
Date:07/25/2022
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.
me and my wife ordered a Bose soundbar online from Costco. it offered free shipping in 3 to 4 days or 1 to 2 day shipping for an extra ***** we paid for the merchandise and the extra 15 for fast shipping. we ordered this on 7-13-22 they removed the money for the item and charged me the extra 15 for shipping. a week later I had still not received my item and was so tired of waiting I went online and canceled my order then drove to Costco and bought the item in store. at this time the cost of the item had now increased by 30$. days later I noticed they still have not returned my money. I called and was on the phone for 20 minutes and they assured me that they have taken care of the problem and my money will be returned immediately. it has now been weeks and they have still not returned any of my money not only that I had to miss the sale and it cost me an extra 30$ so as of now the 170$ on sale soundbar has cost me a total of over 400$ and also a trip to the store and hours of time on the phone and computer.ups says there was a label printed but never received the package to even ship
Business Response
Date: 07/27/2022
Costco has processed the refund back on the card used to place the order on 7-25-2022. This will be back on the card used to place the order within 1-3 business days. Costco.com can not process a promotion for Costco warehouses as well two separate entities. We will follow up no later than 7-28-2022.
Initial Complaint
Date:07/25/2022
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.
We purchased a fridge on 6/14/22. Delivery and install and haul away was scheduled for June 30th. Upon that date the two drivers arrived and stated they couldn't find the water line so they would NOT haul away old fridge OR install new fridge and they would leave it at our garage door. I begged them to at least bring it in the house and called my husband home from work to help them. They said they couldn't stay because they had 17 other deliveries and "Costco sucks". They didn't have sockets to even remove the fridge from the pallet so I lent them ours. They then asked to go look at our farm animals, I agreed, I provided water for them since it was a hot day. I was hoping they would install the fridge once my husband took 1 hour out of his day to turn the water off for them. When he arrived they said they were going to leave. I told them they had to bring it in the front door at least, they dropped it in the front door, completely packaged. We unpacked it and an entire shelf was shattered and we spent close to 1 hour vacuuming out shattered glass. That night I called Costco Logistics about our experience and they sent us a new shelf. We installed it ourself and had to haul our old one to the garage- still has not been hauled away. On 7/7 I called Costco logistics because our fridge had YET to produce and ice or working water. I was on the phone for 1 hour with them that night and was told someone would call us by Sunday 7/10 to set up the delivery of the new fridge (since it was within 90 days). It is now 7/25 and we have heard nothing. I am so done with Costco and their horrible Costco logistics team and ZERO follow thru. We even have a case number that NO ONE has called back and set up our delivery. I expect it to be fully installed this time. This is such a joke. Case number: 220707-002406
Business Response
Date: 07/27/2022
Costco made contact with the member and processed an exchange for the fridge. We will provide an update once the exchange order is scheduled for delivery
Customer Answer
Date: 07/30/2022

Complaint: 17620744

I am rejecting this response because: I want to ensure it has been ACTUALLY installed this time, and old one has been hauled away before I accept this.

Sincerely,

***********************
Business Response
Date: 08/09/2022
The member is currently scheduled for delivery and pickup on 8/10. I will provide an update once delivery and pickup is completed.
Customer Answer
Date: 08/16/2022

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:07/25/2022
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.
we order an 86 tv from costco online it was supposed to be deliver in june 22nd cocstco keep canceling the delivery and reschdeuling it. They clearly do not have teh tv so we would live them to replace it with a similar model. The order number is 151238083.Thanks Eamon
Business Response
Date: 07/27/2022
Costco has made contact with ****************** and we have advised unfortunately original TV is currently out of stock, however Costco has offered member a comparable item. Costco has advised the member to place an order for the new TV and provide order number to Executive Escalations agent ******** who will monitor the order, once it ships Costco will issue the member back his credit difference to the original form of payment.
Customer Answer
Date: 07/27/2022

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:07/25/2022
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.
On 07-MAY-2022, I visited the *************** Costco. While checking out, **** M (Operator #**) charged me for ******** Organic Hummus twice ($6.99/per). I didn't discover the error until I started unpacking my groceries at home.Since I live about 1.5 hours away from the *************** location, I called the store about a refund and explained why I couldn't just immediately return to the store's customer service counter. The woman on the phone didn't offer any resolution, so I filed an online complaint.On 09-MAY-2022, ************************* (Assistant General Manager) contacted me with a vague message about wanting to speak over the phone. For documentation purposes, I responded by email and attached my receipt with the duplicate charge highlighted in yellow. I again asked for the matter to be resolved by email. My exact wording is as follows:"Last weekend, I visited the *************** Costco. While checking out, **** M (Operator #**) charged me for ******** Organic Hummus twice ($6.99/per).Attached is my receipt with the duplicate charge highlighted in yellow. Since my family moved from NoVA, we dont go to Costco as often because there isnt one in our new city. Its now a ~1.5hr drive to *************** for **. We only go once a month or every other month. Is it possible to get this resolved by phone/email? Its really disappointing that this happened because in all the years Ive been a member, Ive never had this happen before."************************* (Assistant General Manager) has not responded by phone or email. I've been a member for years and have never had an issue with any other Costo prior to this incident. I spend quite a bit of money at Costco, and I'm disappointed at this response over $6.99.I am requesting that *************** Costco refund me in the amount of [$6.99 + tax] via a Costco gift card or as a credit to my credit card.
Business Response
Date: 08/01/2022
Costco sent ************** a $20 cash card for her overcharge on 6/26 along with an email response. At the time I also called the number on the BBB letter myself and told the contact on the form that this was done as well. I've attached a copy of the last communication that I had with her here as well. She didn't respond to this email.
Initial Complaint
Date:07/25/2022
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.
Costco has refused to refund full cost of membership. Called and and spoke to rep who refused to provide full refund despite it being a clearly stated Costco policy. Have had to many issues with service and wanted to cancel membership. Unbelievable. This is not the first time it's happened. We should be rightfully refunded the $120 in the past for when we wanted to cancel as well.
Business Response
Date: 08/02/2022
Costco has reached out to Suba and was unable to reach them; contact information was left for Suba.
Initial Complaint
Date:07/25/2022
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.
this complaint is in regards to 3 online orders that I placed with COSTCO.COM order no. ********* ordered 3/24/22 amount $541.24 order no. ********* ordered 3/14/22 amount $541.24 order no. ********* ordered 7/13/22 amount $378.87 in all 3 instances I was able to select a product advertised on their website as available, paid in full for the products and received confirmation of my order. In all 3 cases my bank showed the money was withdrawn from my account as payment for the orders.Once order is placed and payment is made, I received confirmation and tracking numbers with 1 or 2 days of the online order. In all 3 cases it is at this point that the problems begin.For orders ********* and *********, I was receiving shipping confirmation emails from COSTCO's logistics partner CEVA telling me my goods were on the way. Based on this information I was driving from ****** to ******* (a distance of 152 miles each way) to receive the items since they were large shower glass doors and required a signature. In addition, I had booked and engaged a contractor who was present and available to install the shower doors. over the course of 6 weeks I received 4confirmations that my orders would be delivered and drove out to ****** to receive them. Without any explanation as to why, the orders were NEVER delivered. I called and spoke with COSTCO customer service at least 3 times a day to check on the progress of my order and despite promising I would receive it there was never any delivery of my goods. COSTCO also agreed to compensate me for time/mileage and my contractor fees but have not done so to date. Ultimately I had to buy a shower door from a local retailer at double to cost of COSTCO product.now they are pulling the same stunt with my latest order #********* ordered on 7/13/22. I received tracking information showing the item on its way to me and inexplicably returning back to their warehouse 12 days later and when I call them "the product is no longer available"
Business Response
Date: 07/27/2022
Costco has connected with *************. The original unit was damaged in transit and the vendor has approved an internal exchange to take care of the Member.
Initial Complaint
Date:07/25/2022
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 6-14-2022, I installed a full set of these tires - from Costco, ********, ** ( all four tiers have been installed in Costco ), to prepare to travel with my family from ******** to *********. Early morning on 6-22-2022, while driving on the highway with my family, suddenly we lost control of the vehicle, and it started to swing. fortunately, the vehicle stopped on the left shoulder without hitting anything. when we looked outside the vehicle, we found everything is good except the flat tire on the front driver's side. 911 and AAA have been called.The trip interruption due to this issue cost more than $4000 in addition to the tire cost
Business Response
Date: 07/29/2022
Please visit any Costco and fill out an incident report. If you would like to return the tires,
purchased from Costco, please purchase new tires and return the ones you purchased from Costco
for a full refund at the time you fill out the incident report. Costco will work with the tire manufacturer
to inspect the failed tire.
Initial Complaint
Date:07/24/2022
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.
I received an email from Costco advertising the ninja creami ice cream maker for $1.00.I called Costco and asked to be transferred to a supervisor after tge clerk said he couldn't honor that price. *************************, supervisor said she could not honor the price. She said the email must not have downloaded correctly. I sent her the email and a screen shot and she said she would not honor the price it must be a mistake. If that's the email Costco sent to me they should honor the price in my email. Thank you for your assistance.
Business Response
Date: 07/28/2022
Costco has not marketed or priced the Ninja Creami for $1.
Customer Answer
Date: 07/28/2022

Complaint: 17617147

I am rejecting this response because: The email sent to me clearly advertised the item for $1:00. If Costco made an error composing this email, it's not my fault. They should stand by the advertised price and not use bate and switch tactics.

Sincerely,

***********************
Business Response
Date: 08/01/2022
Costco is glad the member reached out to us directly, the email was most likely a scam.

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Costco is NOT a BBB Accredited Business.