Complaints

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

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  Costco

  999 Lake Dr Ste 200 Issaquah, WA 98027-8982

• 

  Costco

  7850 SW Dartmouth St Tigard, OR 97223-8401

• 

  Costco

  4401 4th Ave S Seattle, WA 98134-2389

• 

  Costco Wholesale

  2431 N Germantown Pkwy Cordova, TN 38016-4494

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  Costco

  6275 Naples Blvd Naples, FL 34109-2030

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:09/12/2023

  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 engaged Costco for the purchased of an HVAC unit. I keep having problems with the system. Costco nor the subcontractor are taking my issues seriously. I need the unit repaired because its costly me money in additional electricity expenses because its not working at it's optimum capacity.

  Business Response

  Date: 09/15/2023

  
  
  Costco is actively seeking a resolution for this case. Thank you for your patience! 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20592159
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** *******

  Business Response

  Date: 09/15/2023

  We have contacted ******** Services, the dealer who installed the unit, and they have informed us that they had provided a service call for a possible refrigerant leak with ******************* ********************** system was installed in 2020. As Costco's HVAC program is for installations and replacements only, service and maintenance are outside of the scope of the Costco program. However, we have informed the dealer regarding the member's concerns. 
  
  
  In review, the dealer forgot to tell the member how long a dye test (to check for refrigerant leaks) takes to take effect (two to three weeks).  The member was contacted this morning on the phone to let her know about it and the dealer apologized.  On that first phone call, ******** also mentioned there will be another call today from their field supervisor to schedule the actual visit to complete the leak test.  The member has been called twice for the second call, but they have been unsuccessful in actual connection with her, and her voicemail is full.  They have left a text and will continue to attempt to reach out to her to schedule the follow-up.
  
  
  The member may continue to work with ******** Services for any repairs with the service call. 

• Initial Complaint

  Date:09/12/2023

  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.

  Transaction day: Sept 8, 2023 Business: Costco Wholesale ********************** *************** Invoice #:206939 Thank you very much for your help. I checked my bill and catching a price error. Costco had been overcharged one of VILLAGGIO item. And, they are NOT *********** compensation.However, I told them about the code of ************** of ****** (RCC). They told me that is a customer move around the price tag and it was NOT their mistake. They refused me and said it could be me to move the price tag. This is a serious accusation.This is NOT a first time in this Costco. It always the higher price is display in the store (such as on a shelf).However, I dont see they post a sign Scanner Price Accuracy Code near store entrances.Because the item were incorrectly priced when scanned, so I want to get it for free. Please help me to full refund $8.49. I am able to get it for free. Thank you very much.

  Business Response

  Date: 09/14/2023

  Fm AGM at W01381 - Hello I have reached out to this member and taken care of his concerns and he was happy. ***

  Customer Answer

  Date: 09/20/2023

   
  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:09/12/2023

  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.

  To be clear, this is the Costco *************** where the complaint took place: ********************************************************We brought our car (2016 Tesla Model S) to install new tires on 07/17/23, before noon, since it will take about 6 to 7 hours to complete. That's what the person on the counter said.I called later that afternoon, the supervisor of the tires department told me that my car is too low to be lifted by the jacks and are not able to perform the install.Yes, our car is lowered but not to the point where no shops can lift our car, So he tried different lifts and still not able to do it. Now, we also brought this car to this very location on 02/14/22 for tire rotation. These tires are from Tesla, so we had to pay Costco to rotate the tires, which we did.My question is, if Costco can not lift my car, how did they rotate my tires back in 02/24/22?Only answer is, Costco did not rotate my tires, yet still charged us for the service. This is like bringing your car for an oil change and found out the oil was never changed, not to mention safety issues.This is Business Fraud.

  Business Response

  Date: 09/15/2023

   Tire Center Manager - - Great Oaks #****  - The original rotation and balance service that ************** is referring to was completed. There is a spot on the frame in front of the designated lift puck area on teslar where a floor **** can safely contact to lift the vehicle enough to slide out lift arms underneath. This is what was done to perform the service. When ************** returned later in the year to have new tires installed, the supervisor that was attempting to lift the vehicle was unaware that we could lift the vehicle from the spot that I am referring to. Instead of calling his manager for assistance, he denied the service on the grounds that the vehicle could not be lifted with the equipment available to us. He was incorrect to do so, as we had clearly serviced the vehicle before. After I was made aware of his experience, I called ************** to clear things up and apologize for my staff turning him away. He proceeded to claim that we had not performed the original balance and rotation service, because apparently we are unable to service his vehicle with our equipment. I informed him that this was not the case, as we are able to service his vehicle and even offered to have him bring it by at his convenience to show him the step-by-step process. He ignored my explanation and brushed past the offer, insisting that we had committed business fraud. I assured him that this was not the case and again offered to prove it to him, but seemed uninterested in finding out the truth.

  Customer Answer

  Date: 09/15/2023

  That is incorrect. I am pretty convinced the day of the tire change that the supervisor have tried every possible way and was not able to lift our car because he said so. The manager wanted to avoid legal issues and said they can actually lift the car now.

  Either way, the only reason they can actually lift the car is when we want to press legal charges so they can avoid committing a fraud. They knew exactly what they were doing and think they can get away by lying to customers. What they did was incompetent,  unethical and unprofessional. I do not accept his apology.

• Initial Complaint

  Date:09/11/2023

  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.

  Purchased a baseball voucher for 2 SF Giants tickets and 90% of dates are unavailable or sold out. I wanted to take my nephew before school started but no availability so I called Costco for Refund. They emailed me confirmation of refund and 2 weeks later I did not receive it still. Called again and they said they no longer are going to refund me for this item even though previous agent confirmed

  Business Response

  Date: 09/13/2023

  We will provide the member with a refund.

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will accept the refund, how do I provide the business with my payment information to receive the refund? 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/11/2023

  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.

  Was sent a message on the app that if you spend $200 you get a $50 Costco card. No further details on said message. At the bottom of the message it said view page. It then takes you to a page with products. No where does it say you have to spend $200 on certain products to receive $50 card. Went to the store and spent $200 but didnt receive the $50 card. Called customer service and they informed me that it was only on certain products and they would not honor it. This is shady business practices to get people in to spend the money.

  Business Response

  Date: 09/18/2023

  Costco has made several attempts to contact ******* but we have not been able to reach her. We left voicemails followed up by an email with direct contact information so we can address her concerns when she reaches out.  Should she have additional questions regarding her membership with Costco, we can be contacted at **************.

• Initial Complaint

  Date:09/11/2023

  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.

  UNSAFE FRIDGE INSTALLATION:Costco delivered the fridge on September 7, installation service included. However, when delivered, they let the wheels on as is, causing the fridge to dramatically moves every time someone tries to open the door. This is very dangerous. We raised the issue with installation team. They simply responded that "it's missing legs" and just left. If the legs were missing, why does it get delivered in the first place?We called Costco and Costco said they just need to "remove the wheels", so they requested Costco Logistic to come out again on Monday, September 11 to check installation.On Sept 11, another team came out and tried to deliver another fridge that we placed. They said the same thing: "no legs", and they checked the new fridge that they were supposed to deliver: Same thing, "no legs". How can two different fridges, ordered and delivered at different times, have that same issue of "no legs"??? Is the team really capable of installation?Then they had to make SEVERAL phone calls, then we pointed there's something in the bottom front of the fridge that they haven't looked at. One guy said: "I figured it out", then he raised the front wheels, making it stop moving. HOWEVER, it made the fridge TILTED.They told us the fridge is going to be EITHER TILTLED or MOVING. And it's up to "our preferences". What kind of response is that? A fridge should be installed in the manner that is NOT moving or tilted. This is very dangerous for children. COSTCO needs to figure out the installation of this fridge and get this fridge installed in a safely manner ASAP. Otherwise, any injury caused by this is COSTCO's fault. We already raised this issue with both installation team, Costco Logistics, and Costco *****************

  Business Response

  Date: 09/13/2023

  Costco contacted member and is actively working on a resolution. At this time member is scheduled for Friday 9/15 a senior team will come out to level fridge while we work on getting the missing legs from Whirlpool, member has also requested to return washer/dryer set which is also scheduled for 9/15. Member has a direct phone number and email thread open with Escalation agent who will work with them until all issues are fully resolved. Thank you. 

  Customer Answer

  Date: 09/21/2023

  The issue has not been resolved. As noted by Costco, we are waiting for a resolution. However, it has not been resolved as of today.

• Initial Complaint

  Date:09/11/2023

  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.

  membership #************, requested costco to send my 2% cashback check at least 3 times in online chat but still didn't receive anything. Pls send the check ASAP!

  Business Response

  Date: 09/12/2023

  Costco reached out to the member and requested to have their 2% rewards expedited to their home warehouse for pickup. The member was satisfied with the resolution and timeframe and will reach out to Costco directly with any further questions or concerns.

  Customer Answer

  Date: 09/12/2023

   
  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,
  
  Chenqi Gu

• Initial Complaint

  Date:09/11/2023

  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.

  Membership Number: ************, been more than a month after I activated my Costco membership, still didn't receive the $45 digital costco shop card and the $40 off $250 coupon for online order and costco travel. Tried to contact chat agent but they're extremely unprofessional and ask me for a coupon code or they can't process the form.

  Business Response

  Date: 09/13/2023

  Costco reached out to the member and they understood that they do not meet the terms and conditions of the promotion. They have agreed to have the sign-up fee applied towards the renewal of their original membership. 

  Customer Answer

  Date: 09/13/2023

   
  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,
  
  Chenqi Gu

• Initial Complaint

  Date:09/10/2023

  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.

  Am writing to express my concerns regarding my recent experiences with Costco.com. I am *****, a dedicated Costco member since 2015, with membership #************. Over the years, I have consistently shopped both at their warehouse and online platforms. In April 2023, I successfully placed and received an order from Costco.com, which makes my recent challenges all the more perplexing. I attempted to purchase the Bosch 100 Series Top Control Towel Bar Handle Dishwasher (with features like a removable 3rd rack and a 48 dBa sound level). However, despite multiple attempts, my orders (with numbers ********** and **********) were repeatedly cancelled. Upon contacting Costco's customer service, I received varying explanations on three separate occasions. I was informed that there was a discrepancy between my public and billing information, which is puzzling as I have resided at my current address for approximately 18 months and have successfully received orders during this time. To resolve the matter, I even visited the Costco warehouse in ********, but the staff there couldn't assist me. Unfortunately, due to these complications, I had to resort to making my purchase from *********** This not only cost me an additional USD 250 for installation and the removal of my old dishwasher, but also valuable time and effort. It's concerning that even after being a member for over eight years and consistently paying membership fees, I encountered such obstacles. Moreover, in one of my calls with a Costco.com representative, I was told that they needed to restart their system and would call back. It's been more than 24 hours since that commitment, and I'm still awaiting their response. The entire experience has been incredibly frustrating. As a long-standing member, I feel I should be able to rely on consistent and efficient service from Costco. The recent events have regrettably marred my confidence in their customer service. I hope this complaint sheds light on the issues faced

  Business Response

  Date: 09/12/2023

  Costco has contacted the member with the reason for the order cancellations and confirmed the issue has been resolved. A Costco Shop Card has been  sent to the member as a gesture of goodwill.    This is now closed as resolved. 

  Business Response

  Date: 09/27/2023

  The member has confirmed the Shop Card was received. 

• Initial Complaint

  Date:09/09/2023

  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.

  I purchase stainless steel GE dishwasher on line on august 27 , 2023. and paid for it by order number Number ********** for $627.84. It was scheduled for delivery and installation on September 11, 2023. After 3 days they said they made a mistake and are rescheduling my delivery but again confirmed the delivery on the same day on September 11, 2023. On September 08, 2023 they rescheduled the delivery for September 22, 2023 and gave preference over my delivery to some other customer. I called the customer Sevice for relief but they were helpless because the order was placed on line and no one could assure me whether I will get the delivery or not. So I had to cancel the order and placed with *********** By doing so I suffers a loss of $250.00 because of Costco mitake. I need a reimbursement of $250.00 from Costco for their partial and illegal action.

  Business Response

  Date: 09/11/2023

  Costco management approved the $ credit back to the member on top of the refund. I reached out to the member to introduce myself and advise of the approval but the line went straight to voicemail. I left a message for the member with my direct contact information and also followed up via email. In the email, I let the member know we would be moving forward with processing the credit and I would have to have this processed by upper management. I will provide an update once the credit has been processed and once I make contact with the member