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

1,265 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:07/18/2022
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 made a vacation reservation using Costco memebership for **********. I suppsed to receive $145 gift card and 2% reward for my trip. My ********** Confirmation (#********). I paid total $2,772.30.I did not receive my $145 ********** gift card. I call ********** customer support and they informed me that reservation did come from Costco. The reservation came from the ********** website. That means I will not get $145 ********** gift card and most probably I will not get 2% costco rewards. I called costco so many times and they keep transferring me from one department to other department. I wish Costco lookinto it and If this is glich on Costco then they should resolve it and provide me my Giftcard for $145 and I should also get 2% rewards for this purchase.For your reference, I am attaching a reservation confirmation.
Business Response
Date: 07/25/2022
Costco has made contact:
********** took care of the shop card issue with the member. We will ensure this booking will be calculated in the 2% Executive Costco reward for this member.

Customer Answer
Date: 07/25/2022

Complaint: 17583596

I am rejecting this response because:
I still do not see this transaction on my online account. I would like to see confirmation on my account. Or you can send me these rewards credit as a separate voucher.

Sincerely,

*************************
Business Response
Date: 08/01/2022
The Executive 2% team here at Costco is sending the member a Costco Shop Card for the value of the 2% for his *******************.

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:07/18/2022
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.
Hello,Good morning This complaint is about three (3) outstanding refunds:$47.24 a refund CostCo erred in refunding to the card purchased on but closed and CostCo refused to refund to the replacement card $1,076.87 a refund CostCo erred in refunding to the card purchased on but closed and CostCo refused to refund to the replacement card $447.98, an item returned in store but CostCo erred in not refunding. The warehouse provided that paperwork that I sent to CostCo corporate and also gave to warehouse manager *******************.I would like to be refunded in full to the card I present; to make this as easy as possible for CostCo I have mastercard, **** and debit. ******
Business Response
Date: 07/26/2022
Costco is committed to working with our member to resolve her request. We have attempted to refund her multiple times but have not yet been successful with the refund options provided. She has since provided three new refund options that we are actively working with to determine which is the most feasible.
Customer Answer
Date: 08/04/2022
I have been contacting CostCo for one refund since 2019 and for the other refund since 2021 including going in person to seven (7) CostCo warehouses presenting three (3) replacement cards (debit, MasterCard,
****) in addition to accepting cash. In other words, any and all forms of payment CostCo accepts, which should also be the same method to refund. Oddly CostCo declined all and insisted on mailing cheques, and then failed to. I patiently waited and followed up for four (4) months. The simplest and quickest solution is to refund my debit card, next best is credit card, MasterCard or **** all of which may be done remotely, just as purchases are done, and mailed in refunds are refunded. I look forward to receiving my long awaited refunds in full by close of business this week via refund to card remotely.
Business Response
Date: 08/16/2022
Costco has confirmed the refunds for the two Costco.ca orders have not been redeemed by our member. She previously declined having a cheque sent to her and requested that the refunds be sent to a different credit card not used for the original purchases. We are unable to refund in such a manner but we have offered to have our team send a digital shop card to our member for the outstanding amounts. Since we have been communicating by email this entire time, this seems the most reasonable solution.

Customer Answer
Date: 08/17/2022
Hello,

Good morning

Thank you

Response:

I have been contacting CostCo for one refund since 2019 and for the other refund since 2021 including going in person to seven (7) CostCo warehouses presenting three (3) replacement cards (debit, ***************** in addition to accepting cash. In other words, any and all forms of payment CostCo accepts, which should also be the same method to refund. Oddly CostCo declined all and insisted on mailing cheques, and then failed to. I patiently waited and followed up for four (4) months. The simplest and quickest solution is to refund my debit card, next best is credit card, MasterCard or **** all of which may be done remotely, just as purchases are done, and mailed in refunds are refunded. I look forward to receiving my long awaited refunds in full by close of business this week via refund to card remotely.

Customer Answer
Date: 08/22/2022
Good afternoon *************

I have reviewed the refund options with our entire team.

The credits for Order # ********* ($47.24) and Order# ********* ($1076.87) can not be refunded to an alternate credit card or debit card. Since a cheque is not an option for you, we can issue the refunds as digital shop cards that will be emailed to you for the complete amounts.

With respect to the refund issues with *********** warehouse, that matter you will need to discuss with them to advance.

Please advise how you would like to proceed.

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

Supervisor - Ecommerce

************** | ***********************************************

Toll free/sans frais: **************
Business Response
Date: 08/22/2022

Good afternoon *************

I have reviewed the refund options with our entire team.

The credits for Order # ********* ($47.24) and Order# ********* ($1076.87) can not be refunded to an alternate credit card or debit card. Since a cheque is not an option for you, we can issue the refunds as digital shop cards that will be emailed to you for the complete amounts.

With respect to the refund issues with *********** warehouse, that matter you will need to discuss with them to advance.

Please advise how you would like to proceed.

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

Supervisor - Ecommerce

************** | ****************************************

Toll free/sans frais: **************

Customer Answer
Date: 08/22/2022
Hello,

Good morning

Thank you

Response:

I have been contacting CostCo for one refund since 2019 and for the other refund since 2021 including going in person to seven (7) CostCo warehouses presenting three (3) replacement cards (debit, ***************** in addition to accepting cash. In other words, any and all forms of payment CostCo accepts, which should also be the same method to refund. Oddly CostCo declined all and insisted on mailing cheques, and then failed to. I patiently waited and followed up for four (4) months. The simplest and quickest solution is to refund my debit card, next best is credit card, MasterCard or **** all of which may be done remotely, just as purchases are done, and mailed in refunds are refunded. I look forward to receiving my long awaited refunds in full by close of business this week via refund to card remotely.
Customer Answer
Date: 08/22/2022
Complaint: 17582865

Sent by email to BBB and Costco:
On Wed, Aug 17, 2022 at 2:41 AM ... <********************> wrote:

-----Original Message-----
From: ******************** <********************>
Sent: Thursday, August 4, 2022 10:20 AM
To: Resolutions.Specialist <****************************************************>
Subject: Re: Complaint ID: ********

Hello,

Good morning

Thank you

Response:
I have been contacting CostCo for one refund since 2019 and for the other refund since 2021 including going in person to seven (7) CostCo warehouses presenting three (3) replacement cards (debit, MasterCard, ****) in addition to accepting cash. In other words, any and all forms of payment CostCo accepts, which should also be the same method to refund. Oddly CostCo declined all and insisted on mailing cheques, and then failed to. I patiently waited and followed up for four (4) months. The simplest and quickest solution is to refund my debit card, next best is credit card, MasterCard or **** all of which may be done remotely, just as purchases are done, and mailed in refunds are refunded. I look forward to receiving my long awaited refunds in full by close of business this week via refund to card remotely.
On Thu, Aug 18, 2022 at 10:12 PM ... <********************> wrote:
Hello,
In summary:
CostCo will not refund MasterCard to MasterCard,
CostCo will not refund **** to ****,
CostCo will not refund Debit to Debit,
CostCo will not address the outstanding refund from 2019,
CostCo insists on sending cheque but then won't send cheque even with four (4) months of follow up by me,
CostCo will not refund in person even with seven (7) warehouse visits.
******
Date: Fri, Aug 19, 2022 at 4:09 PM
Subject: Re: Refund Issues; Complaint ID: ********
To: ************************* <***********************************************>
Cc: Resolutions.Specialist <****************************************************>

Hello,
Good afternoon
As the emails show: Costco never mailed cheque, I followed up over four (4) months in ****** and three (3) months in ***, and the total past due is $1,572.09
If the cheque is in CAD please mail to ************************************************************************************. If the cheque is in USD please mail to ******************************************************************************* to be received before the end of this month.
******

I did not receive a response from my August ******************************************** full, to card.

Note to BBB: If any posts publicly please redact my addresses both email and postal.
Business Response
Date: 08/23/2022
We have requested that the both Costco.ca refunds be issued as (a) cheque(s) in CDN funds and sent to the provided ******** address in ******* via Canada Post.

These cheques will be processed and mailed out as soon as possible.

Thank you.
Customer Answer
Date: 08/30/2022

Complaint: 17582865

Hello,
Good morning
Please keep this matter open until fully refunded.
CostCo was to send cheques December 2021. I followed up for four (4) months.
***********************
Customer Answer
Date: 09/06/2022
Hello,

I haven't received CostCo's full refund cheque yet.

In the past CostCo never mailed.

******

Customer Answer
Date: 09/07/2022
Hello

CostCo sent a cheque for two (2) of three (3) refunds, see attached; please send third refund.

Business Response
Date: 09/12/2022
We have not heard back from the appropriate team yet and are still working on this.

Customer Answer
Date: 09/22/2022
Hello,

The last message is "We have not heard back from the appropriate team yet and are still working on this."

What was I supposed to do?

The good news is that two 2 of the three 3 refunds was made; the bad news is that one 1 refund is still outstanding since 2019. Help?
Business Response
Date: 09/23/2022
Costco is actively seeking a resolution for this case. Thank you for your patience!
Initial Complaint
Date:07/18/2022
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 am writing regarding online order number *********. i placed this order on June 15, 2022 and refused deliver and requested return on June 22, 2022. After requesting return, my payment was never credited back to my credit card. I called and was told that the refund will be issued within 3 days. The refund was not issued and I was told it would be issued the following Monday which was July 11, 2022. It was not issued. I called on July 11 and was told that it will be researched and the person to whom I was speaking said he will call me by the end of the day. I did not receive a phone call by the end of the day. I called on July 12 and was told that the problem was that I refused delivery and they did not refund it because they thought it was delivered to me and returned and they did not know that delivery was refused. They claim that I checked 'damaged merchandise' in the return and that it was my fault. I never checked 'damaged merchandise' and the explanation didn't make any sense. The *** said now I have a service request number (220705-006353) and that now refund will be issued within three days. Here we are 6 days later and refund has not been issued. I called again and was told that the returns department has not communicated with the carrier and that until they do refund won't be issued and it can take any amount of time. I don't even know what that explanation means, but this is completely inexcusable. Please refund to my credit card and stop with the lies, stories and excuses.
Business Response
Date: 07/20/2022
Costco processed the full refund back to the original form of payment used on the order as of July 19th; however, the member should see this credit reflected on his account within the next 1-3 business days or less. Costco has made contact with the member to advise and apologize for the delay in getting this matter resolved. ****************** has been provided with direct contact information to for an escalations agent should he require additional assistance in the future.

Customer Answer
Date: 07/20/2022

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:07/17/2022
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.
6/20/22 ******* phone and plan purchased (upgrade in device) at a ******* kiosk located in Costo (*******, **). Device failed to ever set up properly. When I returned items, Costco advised me ******* had to handle credit (yet Costco took phone back!). I have been going to ******* for a month and still my account is being falsely charged - they are deducting it from my checking account yet state I will get a credit "some day" for a device and plan returned on 6/21/22 and a plan I never even used. I have been told: the person working kiosk quit the day I purchased the device, "we don't have keys to it or access to kiosk account information after someone quits" (by Costco and *******!); man named Suponi (called "Soup") at Grafton ******* store has repeatedly said there is nothing that can be done "right now". When I refused to leave ******* at the end of June until I got resolution, was told "******-account manager" for Costco ******* kiosk will call and handle, then informed me they don't know when I will get credit and proper billing restored on auto-deduct yet they took my payment instantly. Nobody contacts me and they keep billing me erroneously. Case was filed 6/21/22 with ******* (Reference #*********), Costco won't refund and ******* won't refund- Costco took phone back. Who's responsible for products purchased in Costo?! ******* is taking money from my checking account for both device and plan, please help! Total is $769.99 plus a monthly billing charge for a plan that has never been used. Thank you for protecting consumers from this fraudulent sales and billing practice!
Business Response
Date: 07/27/2022

Costco has researched this matter and we see that ******* removed the installment agreement that was left on the account in error on 7/25/22 and credited the charges back to you, as well as applying a $50 credit for the frustration this caused. While we are relived to hear this has been resolved to your satisfaction I regret that it had to come this far for you to get the assistance you needed. This should have been resolved quickly by the kiosk and we will ensure that location receives coaching as to avoid this happening again in the future.

We will be issuing a --- Costco shop card as part of our apology for the situation. You can expect to receive it in the mail **** days from 8/16/2022 from ******************* Rebates.

If you have any questions or further concerns please send us a message at *************************************
Initial Complaint
Date:07/16/2022
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.
Having problems with an online service I made an order it didnt wanna go through so the price went up on the item I called Costco customer service and they didnt want to help me That first time I use their online service
Business Response
Date: 07/20/2022
Costco has issued the price match to ******************** and this issue is now resolved.
Initial Complaint
Date:07/16/2022
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 purchased ********* Restaurant **Cards for $69.99 that would give me $100 value when dining at certain restaurants. After confirming I received the email gift cards, I took the family to one of the restaurants from the list. When it came time to pay the $100+ ****, I could not view the Digital Code to provide to the server. (My iphone is up to date; it was a Costco, not a phone issue.) I followed the directions (and have screenshots). I could not reach Costco support (~30 minute wait), so paid without using the gift card.I went to Costco.com the next day to cancel the **Cards and a message said to contact customer service. I called and chatted, and wound up spending almost 1.5 hours to get them refunded. When I received email confirmation letter, the agent had cancelled as Customer No Longer Wants, not what actually happened. Based on what I experienced with support, they are not providing the feedback to the right team to investigate and prevent this happening to customers in the future.Besides the time and effort it took to get my money back, I'm out the promotional $40 that was promised for eating at a restaurant on their list, which was the whole reason for buying the gift cards. The restaurant wound up getting more business (as planned), but since what I purchased was not set up to work, I didn't get the benefit of the promotional $40. I ask that Costco take action to prevent this for others in the future.
Business Response
Date: 07/20/2022
Costco has connected with the member and issued a credit. Further investigating with the vendor does not show any wide spread issues like this. At this time Costco believes it was a glitch on this one order.
Initial Complaint
Date:07/15/2022
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.
On December 28, 2021, I ordered for me and my wife 2 identical laptops MSI Leopard GP66 (item # *******) at Costco Online using my Costco Mobile App. There were 2 orders (order # ********* for $1615.68 that I paid with my **** and order # ********* for $1615.68 that I paid with my Mastercard).On March 22, 2022, I started a Return process for order # ********* in Costco Online.On March 24, 2022, Ive got the *** PICKUP REQUEST email from Costco. So when a *** guy came I just gave him the packed laptop and got a receipt from him with the *** tracking # 1ZE99A172622014744.On March 27, 2022, I returned in local Costco Warehouse in ********** second laptop (order # *********). But I think while returning at the warehouse there was a confusion happened. Lady at the customer service counter probably mixed up the orders and instead of # ********* she used # ********* (but this order I asked to return using *** pickup before). And on March 27, 2022, after I returned my wifes laptop I got the refund email confirmation for order # ********* (that was mistake as I was intended to return order # ********* in Boca Costco Warehouse). But that day I didnt catch that this was a confusion with orders happened and I was just wait while *** will ship my laptop to the Costco. After 2 or 3 weeks not getting a refund I called to Costco **************** first time and asked about my refund for order # ********* and had been told that this order was refunded. That day we figured it out first time that it was a confusion when I was returning my wifes laptop (order # *********) in the Costco Warehouse. The agent in Costco Online **************** Support told me that they need to find laptop laptop the *** supposed to deliver to them and they will call me back. Nobody called me back and I tried to call them about 7 times and no results, they continue tell different information each time.For today Im still in situation where I returned 2 laptops to Costco, but get refunded only for 1.
Business Response
Date: 07/21/2022
Costco has made contact with the member and confirmed only one order has been refunded. An email has been sent to the appropriate team for assistance with the refund and an update will be provided within the next ***** hours.

Customer Answer
Date: 07/26/2022

Dear Better Business Bureau team:

I have reviewed the response made by the business in reference to complaint ID ******** and was waiting till they finally send a refund to my account. Today Ive got it.
I would like to say you guys a big thanks, youre doing great job by helping people deal with problems that some businesses do for them. I really appreciate it.

Sincerely,

***************************
Initial Complaint
Date:07/15/2022
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.
The date of the transaction was 6/20.total was approximately $6,000 For appliances (4 piece), install, and delivery Company has not authorized appropriate reimbursement for property damaged caused, or for damage to the fridge that was obtained during attempted delivery Company has offered very "low-ball" offers for the problem Order number is ********* Supporting photos and narrative of concern is attached as separate documents.
Business Response
Date: 07/21/2022
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. We have attempted to reach our member to discuss next steps a few times and have not yet received a response back. We will continue to try and connect via Phone/Email. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.
Customer Answer
Date: 07/21/2022

Complaint: 17573414

I am rejecting this response because:
No agreement made - initial call with ******** was complete, waiting for an update from him to offer resolve.

Sincerely,

***************************
Business Response
Date: 07/28/2022
Costco has contacted the member on 07/21 to discuss a resolution. On 07/25 member requested a resolution via email. We sent an email with an option to further credit order, to keep item as is or process a full exchange of the refrigerator. Costco has attempted to reach our member on 07/26 and 07/28 to discuss next steps and have not yet received a response back. We will continue to try and connect via Phone/Email. Thank you for contacting Costco Wholesale Corporation.

Customer Answer
Date: 08/03/2022

Complaint: 17573414

I am rejecting this response because:
The information provided is incredibly inaccurate. There has been extensive emails between myself and Costco over the last several days. They are offering me $300 to keep an extremely damaged refrigerator which retails at $4,000, or the option to replace but not to remove the old fridge or install the new one.

Documentation of emails has been attached to this message to demonstrate their message was falsified.
Sincerely,

***************************
Business Response
Date: 08/11/2022
Costco remains in contact with the member to continue working towards a resolution. Member has previously received compensation to keep item as is and for reimbursement of services. Costco is offering the member an additional $300 or an exchange. We have a a senior team on standby to deliver exchange and complete the basic installation, should our member accept the exchange. Costco will continue to try and connect via Phone/Email. Thank you for contacting Costco Wholesale Corporation.
Initial Complaint
Date:07/15/2022
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.
Ordered a dishwasher which included installation. When the dishwasher was delivery by the installation person, he claimed it would not fit. The current dishwasher was actual slightly larger than the new one, was it would definitely fit. I had to refuse delivery and M still waiting for my refund. Costco installation contractor is ignorant of the installation procedures, and was a jerk to my daughter in law. He actually tried to sell us a different dishwasher thru a different company. This is not the first time I have had trouble with Costcos installation contractor.
Business Response
Date: 07/15/2022
Costco has made contact with our member and advised credit time is typically 3-5 business days.

We will monitor to ensure credit is received and forward feedback to the delivery team.
Initial Complaint
Date:07/15/2022
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.
My mother is ************************************************************************************ early March, we learned that someone had somehow used a duplicated EBT card of hers and purchased $2,631.75 worth of products from 2 separate Costco locations in Southern **********. My mother lives in ************* and has never lost her EBT card. After I had notified the Costco loss prevention team regarding the theft, I was told that the investigation had revealed that the fraudulent transactions on my moms card along with many other fraudulent EBT transactions of others were conducted by organized crime. And they were able to trace all these fraudulent transactions back to one single Costco membership card. However, what didnt make sense was how did Costcos security system allow these fraudulent transactions to happen in the first place? Shouldnt it have detected that one single Costco membership was used pairing with numerous different EBT cards to conduct transactions over thousands of dollars each time. The most disappointing part was that knowing this had happened to an elderly citizen who really needed this money for everyday groceries, they refused to refund my mom the money that was stolen from her. I even emailed Costcos CEO ************************* and he simply responded with a generic letter stating that Costco did nothing wrong in this situation. Costco makes billions of dollars of revenue and they are unwilling to refund my mom the money that was stolen from her because their security system has serious flaws.
Business Response
Date: 07/20/2022
************* has been notified by Costco, both by phone and in writing the following:
Please be assured that we will certainly cooperate with the police in any way we can and will ensure we retain the videos of the individuals involved in the transactions for possible future use. However, as Costco did nothing wrong by accepting the payment, we respectfully decline the request for reimbursement.
************* is unsatisfied with this response.
Customer Answer
Date: 07/21/2022

Complaint: 17571307

I am rejecting this response because:Again, if Costco's security system failed to detect these fraudulent transactions (Criminal used one Costco membership card and made large transaction purchases using many EBT cards), Costco should be responsible for the theft. Costco's security system should have rejected these transactions. Therefore Costco needs to be held accountable for these fraudulent transactions.

Sincerely,

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

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