Business Profile

Buying Clubs

Costco

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Buying Clubs.

Complaints

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

Customer Complaints Summary

1,260 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:07/21/2022
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 bought a set of washer/dryer from Costco.com online. They were delivered to me in early April. However, due to ongoing remodeling projects they were not installed until early July. It was only until July when we opened the original package and found out they were both damaged.Now Costco is refusing to replace them because they said it has been too long, and they are blaming me to making the phone call too late.
Business Response
Date: 07/22/2022
Costco is currently investigating to see if an exception can be made to the 90 day return/exchange policy. The member has been contacted and advised. Another update will be provided no later than Tuesday, July 26th.

Customer Answer
Date: 07/27/2022

Complaint: 17601125

I am rejecting this response because: the final resolution will happen on 8/1/2022, I'll accept the response after 8/1/2022.

Sincerely,

Tianji ****
Customer Answer
Date: 08/03/2022
This is fully resolved to my satisfaction now.
Initial Complaint
Date:07/21/2022
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.
I placed two online order for delivery/installation both times driver is unable to deliver for the following reasons. (First Attempt) Order ID: ********* Driver called on day of delivery to confirmed acceptance, a few mins later called back and asked if i lived on a military based. Once i said yes i was placed on hold and driver said sorry we are unable to delivery due to damaged and had to cancel the order.Order # 2 ID: ********* I called a week prior to customer service explained previous experience and advised to make a note to have driver bring id since i am on a military installation. On day of delivery driver called my wife and said his partner does not have a ID and are unable to deliver. Failed Expectations, missed 2 days of work, 2 hours on the phone lost of productivity.
Business Response
Date: 07/26/2022
Costco was able to make contact with ******** via email and I have apologized and offered concession for the issues and I have reached out to our carrier's management to address ************ concerns internally so this does not happen on future deliveries.
Initial Complaint
Date:07/20/2022
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.
1.On January 1st, we missed our flight to ****** because there were not enough personnel working at the airline desk. We arrived on time; however, the check-in line took much longer than expected. We called Costco Travel customer service to help reschedule, but the office was closed. The flight was postponed for the following day; therefore, we missed the first day of stay at the hotel in ******, which was charged.2.On January 2nd, we finally traveled, but once we arrived in ******, the transfer services had more than 2 hours of waiting time. The problem was also the lack of workers. Since we traveled with minors, we decided to pay out of pocket for another transportation service.3.The first two days of our stay in the hotel, we spent almost four hours calling Costco travel services to request an extension of the stay at the hotel. Given Costco's lack of a solution, we decided to keep the return date unchanged.4.On January 6th, we again had to pay out of pocket for transportation back to the airport even though it was included in the Costco travel package we purchased. 5.Back at home, we filled out a post-travel form to request a refund for our missed day at the hotel. Since then, on April 15th, Connor ***** <******************************************************** replied to my emails. She sent me a store card for $240. I told her I needed a refund for our missed day at the hotel. However, the email bounced on June 20th.6.I have filled out the post-travel form more than twice, but we have not gotten any response yet. I have sent several emails to *********************************************** but nobody has responded. It has taken me so much time. Unfortunately, there is no phone number to ask about my case.7.Additionally, we bought travel insurance but did not know how to make it work since our case had not been taken.8. We do not know where to track the claim. The website looks like there have not been any complaints.Thank you!
Business Response
Date: 07/21/2022
Costco spoke with the member today and apologized for the lack of communication and follow up regarding her claim. ******* has my direct contact information and will reach out to me if I can be of assistance in the future. This issue has been resolved with the member.

Customer Answer
Date: 07/21/2022

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,

*****************************
Initial Complaint
Date:07/20/2022
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 January 6, 2021 I ordered a kitchenaid dishwasher from Costco.com. I received confirmation it would be installed January 18th. No one ever showed and I finally heard from the installation provider that they would come the 26th. The installer finally came and damaged the cabinets and dishwasher during installation. Costco had me file a damage claim and then sent me to the installer. The installer took many months to deal with the damage claim. During that time the dishwasher leaked all over the kitchen due to it being installed incorrectly. The installer informed me we would be reimbursed for the dishwasher and damage. They then blew us off over the course of 7 months and will only reimburse $250 for damage. Which was a very low estimate since we were informed we would be reimbursed for the machine as well. Then we received a check from the installer for $250 and they said they would not pay for the washer and we needed to talk to Costco. Costco said they can't do anything since it is past the 60 days. So now we have a damaged dishwasher, damaged cabinets, 7 months of run around and can not get a resolution. No one will respond to me and Costco will not let me talk to the people who made the final decision on our reimbursement.
Business Response
Date: 07/26/2022
Costco is currently working on the member's damage claim with the Installation Manager. I have also been communicating with the member to see what can be done for her dishwasher and for the claim.

Customer Answer
Date: 07/26/2022

Complaint: 17593496

I am rejecting this response because: no resolution has been offered yet. They are still reviewing the details of my complaint.

Sincerely,

***********************
Business Response
Date: 08/03/2022
****** is currently scheduled for delivery and pickup of the dishwasher later this week. I'm doing my best to get her taken care of as soon as possible
Customer Answer
Date: 08/10/2022

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:07/19/2022
Type:Customer Service 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 am a Costco member (Member number ************) and I purchased ***************** piece sling dining set/ Item# ******* on 5/29/22 for $1899.99. The item arrived damaged twice and was exchanged each time at time of delivery and effectively created new orders (the latest order ********* placed on 6/18/22). Along with the nuisance of storing the oversized items in home garage preventing the ability to park inside during the time. Finally received the latest undamaged order on 6/29/22. On 7/11/22 the item had a promo for $400 off which costco denied their 30 day price adjustment that was submitted. Contacted customer service 7/19/22 and they stated they go by original purchase date. I stated how that is a deceptive practice which should be explicitly stated on their policy as would have returned the item each time. As to point out the absurdity, informed customer service that any item under warranty (for example such as appliances) that consumers exchange, would mean the exhange time period takes away from their warranty coverage since manufacturers use original date of purchase (customer service confirmed this is what occurs). They upheld decision and notified I would file a complaint. Seeking appropriate resolution.
Business Response
Date: 07/20/2022
Costco is prepared to honor this promotion as a one time courtesy. We are currently waiting for a response from the member as we have been unable to connect at this time.
Initial Complaint
Date:07/19/2022
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 or about 1/24 of this year I placed an order on costco.com for a DJI Mini 2 (order number *********). We did not receive this item despite the tracking number saying it was delivered. I contacted Costco via online chat and I was told to file a police report and dispute it with my bank. I did that back in January. I never heard anything from Costco. They did not respond to my bank's dispute either. My dispute was settled and I received my money back. Four months later in June I started getting emails from Costco's chargeback ***** asking to confirm that I did not receive the item. I responded confirming such. A couple weeks later I receive another email asking the same question, and I again responded stating I never received the item and please leave me alone. I got a 3rd email asking the same question a week later. It's had been 4 months why are you now contacting me about this? Why didn't you work this out with my bank 4 months ago? Today I receive a letter in the mail stating I contacted my bank saying the charge was unauthorized (which is NOT true) and if I don't pay the $466 my account will be blocked. We have been members since 2017. Just to confirm; A: I filed a dispute with my bank stating I never received the item in question and B: I never received the item in question.
Business Response
Date: 07/21/2022
Costco has made several attempts to receive the documentation required to resolve, and unfortunately has not received it. Costco reached out via phone and email again today to attempt to resolve and are pending a member response.
Initial Complaint
Date:07/19/2022
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.
Purchased a StrongSpas hot tub from Costco.com on 5/28/2021 for $4,887.49. The unit began to fail and was covered under the warranty still, so we reached out to Costco.com to begin the replacement process. The vendor was difficult to work with and Costco said that they could return/refund the purchase in lieu of replacement if we weren't happy with the vendor's resolution. We decided to go with the return/refund and notified the Costco representative. Communication from Costco was not timely and despite multiple attempts to return the unit, Costco is no longer responsive.
Business Response
Date: 07/25/2022
Costco has made contact with our member. We are currently working on the return.
Initial Complaint
Date:07/19/2022
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.
Purchased a ********** on 12/2020, the display went black on 7/17/22 and contacted Costco regarding the warranty which supposed to be 5 years. I received an email the next day 7/18/22 and I agreed to the terms for Costco to send someone to fix the *** As on 7/19/22 still waiting for Costco to schedule a service repair. That is unacceptable that I all these days had passed and the ** hasn't been fixed and now they wanted me to wait additional 2-3 days to verify service. I am asking my request to be expedite.
Business Response
Date: 07/20/2022
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 reaching out to our member within the next 48 hours to offer our member alternate options due to the repair not being cost effective. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.
Initial Complaint
Date:07/19/2022
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.
My sister requested to use my Costco membership number to purchase a dishwasher, since she had no Costco membership. I allowed her to do this provided she used her own credit card. Costco sent me a confirmation that payment went through so I approved delivery of her dishwasher. A few months later I received a notice that the payment was rescinded because my sister alleged costco.com charge was fraudulent. Costco then put a hold on my costco.com account but still allowed me to shop in the warehouse. My sister told them she would work out a payment plan for the dishwasher. I thought she was paying what she owed but lives ***** miles away so do not see her. I continued to shop in the warehouse without any issue but did not attempt to shop at costco.com. My membership renewal occurred in June and I paid them the Executive Member fee of $120.00 since I was still allowed to shop in the warehouse. No employee ever said the warehouse privileges would be revoked as a result of her non-payment. A few weeks after receiving my membership fee payment, Costco.com put a hold on my warehouse account. The costco.com representative, ******** K, stated that the account had not been paid. I explained that I did not know this and, if this were the case, why did Costco wait until my membership fee came up for renewal to inform me of this once I had paid the money. ******** had no explanation for this. I would like the membership fee reimbursed since I would not have renewed my membership had I known the warehouse account would be blocked due to my sister's non-payment.
Business Response
Date: 07/22/2022
Costco has reached out to Ms. **** to address her concerns. Should Ms. **** have any additional questions or concerns, she can reach Costco ****** Services at **************.

Customer Answer
Date: 07/22/2022

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,

Alison ****
Initial Complaint
Date:07/18/2022
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.
Membership Number ************ Order Number ********* Purchased a dishwasher and scheduled installation date on 7/15 between 2pm - 6pm. Waited until 5:30 pm for technician to show up and he did NOT have the dishwasher with him. He said someone will call us to reschedule but no one did.I called Costco customer service on 7/18 and on the phone for an hour with *** Reference Number 220718-024578. He could not tell me where my dishwasher is nor when will the installer come back to install. This is very frustrating, I had to take off from work for this install and no one can tell me when will someone be back to install my dishwasher.I need Costco to resolve this ASAP and issue compensation for this delivery issue.
Business Response
Date: 07/25/2022
Costco spoke to ******* to confirm that delivery and installation was completed on July 22, 2022. ******* stated that both the delivery and installation was completed. ******* requested Compensation and accepted $100 credit.

Customer Answer
Date: 07/25/2022

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,

Cheng-tao Lu

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Costco is NOT a BBB Accredited Business.