Buying Clubs
CostcoHeadquarters
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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
- 1,266 total complaints in the last 3 years.
- 22 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/14/2022
Type:Product IssuesStatus: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 an order.Order arrived damaged and they refused to accept the return.Their policy is to to accept return and they have REFUSED Order ********* Order Placed: Jul 3, 2022Business Response
Date: 07/15/2022
Costco has reached out to the member and has provided information for a resolution. Costco will be reaching back out no later than member no later than 7/19/22.
Initial Complaint
Date:07/14/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought a hidden wall bed/desk from Costco. Shipped to us on April 18, 2022. Paid $3,016.99. Order # *********. Received the bed in boxes. Paid $50 to bring heavy boxes to room. Paid $360 for assembly/installation. Right away we noticed the bed had a terrible, highly pungent chemical smell. We called Costco. They said try baking soda - we did. Said try 409 - we did. Said try vinegar/water - we did. Said to leave it with windows wide open for weeks - we did. Nothing helped. The smell burned our eyes and throats. Giving us terrible headaches. Costco had the manufacturer call us. Said they have the beds built overseas and they dont know or dont care about any chemicals they might use. The smell never went away. It was miserable. Likely very harmful to our health. Finally we paid $200 to have it disassembled. Hired a rental truck and brought it back to Costco. Costco employee unloaded it and said his eyes were burning and he had a terrible headache from the smell after only about **** minutes. Costco owed it to us to bring a bed that did not smell horrible and possibly damage our health. We would like compensation commensurate with our suffering and want others to be warned about this dangerous product being sold at Costco.Business Response
Date: 07/21/2022
Costco has contacted the member and confirmed this matter has been taken care of as of 06/28. This is now closed as resolved. Thank you.
Initial Complaint
Date:07/14/2022
Type:Delivery IssuesStatus: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.
Order Number *********: On 6/28/2022, the laptop computer I shipped using the *** on 6/25/2022 was delivered to the Costco Warehouse for a refund. several days ago I chatted with a Costco Rep regarding this delayed refund. I was told that until their employee opens and verifies the contents, Costco cannot issue the refund. So far, it's been 16 days since Costco Warehouse received my return. Per its refund policy, it should have been issued within 2-3 days from the return. Quite disappointing business practice.Business Response
Date: 07/15/2022
Costco is currently going through inventory and credits are being delayed and there are some items that do need more verification. However, we will work towards getting this refund as soon as possible to the member.Customer Answer
Date: 07/15/2022
Complaint: 17567113
I am rejecting this response because: It was delivered to your return center on 6/28/2022. More than 16 DAYS PASSED. Further, your rep said she doesn't know when it can be inspected to issue refund. You're saying the same thing again. More than a half month has passed since the laptop was delivered to your return center. Nothing happened yet?
Sincerely,
Blake KongBusiness Response
Date: 07/21/2022
Costco issued the refund to the member the same day we received this request on 7/15/22. The member then decided to dispute with the bank on 7/18/22. Unfortunately filing the dispute caused a longer delay when it was already done on our end, now it will be up to the ***************** facility for the member to see their refund. Depending if the bank and Costco refunds them, the member may be subject to recharge if he has received double refunds. Please keep in mind this member has not returned any calls or emails Costco has sent. We have closed this case and member will need to work with their bank. Thank you.Customer Answer
Date: 08/01/2022
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.Thank you, Costco!
Sincerely,
Blake KongInitial Complaint
Date:07/13/2022
Type:Product IssuesStatus: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.
Due to delivery issues with 3rd party vendor cancelled gas range on order.***** Supervisor processed cancellation incorrectly and handed case off to **** supervisor 6/28/22.**** called once 6/29 apologized for mistake and duration to correct issue and explained would process refund correctly and would email and call back but did neither. Called her 7/8 and left voice-mail and did not get response. Left another voice-mail 7/13.Requesting another escalation and correct refund applied to shop card used to place order by 7/18.Order # ********* Order date 4/1/22 Cancellation request date 5/20/22Business Response
Date: 07/14/2022
Costo called the member and left her a voicemail to let her know we can refund the range back today to current Shop card if she has it or we can issue a new shop card. I will await for member to confirm before moving forward.Customer Answer
Date: 07/14/2022
Complaint: 17564488
I am rejecting this response because: Requesting what shop card to refund is not providing the refund plus I already provided this information to two other Costco reps and provided it again via email response today. Also requested confirmation number and date of refund. When the refund is confirmed on shop card balance complaint can be closed.
Sincerely,
*************************Business Response
Date: 07/21/2022
Costco emailed the member on 7/14/21 after her response asking for the clarification of the confirmation number and date of refund. I emailed her again on 7/15 with all of the information of the amount and the last 4 of the shop card it was issued to with the date it was issued. I have not received a response back to my closing email on 7/15 or email on 7/14.Initial Complaint
Date:07/13/2022
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased **** flooring and carpeting totaling $3700. Costco was authorized to use $2000 from my checking account as payment and $1700 from my **** credit card per a telephone call. On June 23, 2022 Costco took $3700 from my checking account and did not apply the credit card. They have repeatedly told me they are returning the $1700 back to my checking account and have not done so as of July 13, 2022.Business Response
Date: 07/14/2022
Costco was able to assist the member as soon as we were made aware of their situation and have now rectified the payment issue so she is happy with our response and will call me on Tuesday to verify that the charge was corrected. Thank you for your time.
Customer Answer
Date: 07/14/2022
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,
***********************Costco has assured me that the funds will be in my account by Tuesday, July 19 and I will accept their word.
Initial Complaint
Date:07/12/2022
Type:Product IssuesStatus: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 order a couch set from Costo.com (May 2017, Order #5). The couch has defective materials: 1) cracked fake leather, 2) failed stitching, and 3) failed internal structure in the arm rests. On April 25, 2022, Costco ** indicated their vendor, Abbyson, will contact me in 2 days to schedule repairs once I send pics of defects (Ref#******-026118). I send pics on April 26. After a few weeks, no one called or emailed. I emailed Coscto on June 18 and no one responded. I called on June 27 to complain and arrange for return. The ** rep spoke with her supervisor and approved a return authorization #********. She said in 1 week, Costco will call me for pickup. Once they receive the furniture, they will mail a refund of $2,179.99. No on called me, so I called again on 7/12, I called to arrange for pickup. The ** rep informed me that the return authorization was canceled in their system on June 28 with no explanation by their ******************* The ** rep indicated they cannot overturn a decision by the ****************** I am out of luck. The couch is defective and under warranty. Please help.Business Response
Date: 07/15/2022
Costco has gone ahead and reached out to their member and is working with them on a resolution. Costco will be reaching back out to their member no later than 7/19.Customer Answer
Date: 07/26/2022
Please reopen case. Costco **** ***** called me on 7/13. She said she opened an inquiry with Returns and will call me back to try to reach a resolution. She never called back. I called and left voice mails on 7/15, 7/18, 7/19, and 7/23. I also never received the correspondence emails as promised. Please help.
Business Response
Date: 08/03/2022
Costco has secured an approved medic. The member will be contacted regarding the medic visit. Costco will continue to follow up with the member in an effort to resolve this matter.
Customer Answer
Date: 08/10/2022
Complaint: 17558635The couch is under warranty, but Costco is no honoring it since the manufacturer is imposing a 2 year warranty on Costco. Since there are obvious defects, Costco offered to send a medic to look at the defects. There is no guarantee that the medic can fix the defects. Therefore, I cannot accept the the response to close the case unless the medic can fix everything.
Also, the medic was offered on 7/26. So far, no medic has called. I am rejecting this response because no medic has called me.
Sincerely,
*********************************Business Response
Date: 08/22/2022
Costco is actively seeking a resolution for this case. Thank you for your patience!Customer Answer
Date: 08/29/2022
Complaint: 17558635
I am rejecting this response because: costco sent a medic to evaluate the defects. They have not approved any repairs and continue to stall. They continue to waste my time.
Sincerely,
*********************************Business Response
Date: 09/06/2022
Costco has communicated to their member that unfortunately Costco has made their final decision and will not be processing a return and the medic will not be able to have this fixed. The damage that this product has was caused due to age and normal wear and tear, and all of this was explained to the member. Costco is no longer able to assist the member after exhausting all of their options that *** have helped.Customer Answer
Date: 09/09/2022
Complaint: 17558635
I am rejecting this response because:The furniture was advertised as top grain leather. The leather is in fine condition. The fake leather panels were not disclosed in the advertisement and literature for the furniture. The fake leather, probably vinyl, panels on the seat and back cushions are the areas that cracked. This may be normal wear and tear for fake leather materials, but not for real leather. Omission of the fake leather panels and advertising top grain leather is a very bad practice and very deceptive. It may be considered a fraudulent bait & switch. I am not sure. In addition, the wood structure under the leather on the arm rests should not fail at all. That is not normal wear & tear. The leather on the arm rests is in perfect condition. Had I known there were fake leather panels everywhere on the furniture, I would have returned them right away.
Costco has a 100% satisfaction guarantee. Since they would not repair the defects, they insisted on me returning all furniture (not just the couch in question) and issuing a full refund on 6/27/22 per return authorization# ********. They gave me no option for partial refund for the couch alone.
I have all 20 year old leather chairs from Ikea that have zero cracks. Costco should at least offer me 50% refund so I can buy better furniture else where.
Sincerely,
*********************************Initial Complaint
Date:07/12/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased two **** laptops from Costco, and one refused to power up and the second one touch pad stopped working. I sent the laptop that doesn't power up for repair and provided a picture of the laptop as per their request. I also used Costco repair center provided shipping box to send the product. After a week, I am told they not repairing the computer because of the "physical damage", and shipped back the laptop. After receiving back the laptop, I noticed that my laptop came back with two severe dents. I called back and asked them to review and compare the pictures I send before the shipping and they confirmed the laptop may be damaged during shipment, and the tech support lady told me she will escalate the issue to her manager and will let me know the decision in 1-2 business days. I didn't hear back from them so I called back to follow up, and this time I am told the ticket is closed, because the picture I provided is inconclusive. This was a reverse from what said before, any body can compare the pictures and see the difference. May be this is a new way of avoiding warranty and it is clearly unfair business practice.Business Response
Date: 07/13/2022
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 **** Laptop concerns. Costco is still reviewing our members' case, it has not been closed. At this time we are reviewing pre shipment photos, packaging photos and technician photos. We will be back in contact with the member when we have finished our review. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.Customer Answer
Date: 07/13/2022
Complaint: 17558042
I am rejecting this response because: no decision reached yet.
Sincerely,
*************************Business Response
Date: 07/21/2022
Costco apologized for the delays, there were many angles we needed to review to make a proper diagnosis. At this time Costco has determined that the unit was damaged in transit, Costco escalations will be reaching out to our member to offer alternate options at this time to resolve this issue.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:07/12/2022
Type:Delivery IssuesStatus: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 July 6th I ordered ************************ USDA Organic **************** 1.0 fl oz, 2-pack Order Number ********* from Costco.com to be delivered to ************************************** original order delivery date was to be July 12, 2022, It is now delayed until July 14 with USP stating **** has not received the package yet".Not a living breathing soul will be at the home on that date. The *** mange you delivery has NEVER, EVER WORKED. I have scheduled with ***, asked to have the pkg placed at my garage. The garage walkway is right next to my front door walkway. *** has never followed my instructions even though they were timely. This BS has greatly stressed me. I do NOT want the pkg delivered to be left outside or inside the building until after July 21, 2022. *** NEVER, EVER responds to the customer receiving the pkg but to the business sending the pkg. Costco does not have an email contact, the phone lines require at least a 3 hr wait. Costco's resolution is usually return or a refund, Let's avoid these poor management delays.Business Response
Date: 07/13/2022
Costco has spoken with ***************, advised her that her order is out for delivery today per *** website. Costco also informed her of options Costco has for holding *** deliveries are to use USP My Choice service.Customer Answer
Date: 07/19/2022
Complaint: 17556513
I am rejecting this response because: This issue is NOT resolved. I ordered and paid for for a total of 4 bottles of ************************ USDA Organic **************** 1.0 fl oz,i.e. two 2-packs. I was charged $59.98. I only received ONE, 2 pack, NOT two 2 packs. The packing slip with the order indicates very clearly that only ONE 2 pack was delivered. REFUND my money for the 2 pack that I did not receive immediately.
Sincerely,
*******************Business Response
Date: 07/26/2022
Costco has confirmed refund was issued to Mrs. ****** credit card on 7/19, for the 2 pack of ************************ USDA Organic **************** 1.0 fl oz, that was not received.Customer Answer
Date: 08/04/2022
Complaint: 17556513
I am rejecting this response because:I want to share my experience with Costco. Somehow the employee left out the following: I was sent only ONE bottle of the oil although I ordered and paid for TWO. This action prolonged this situation unnecessarily. In addition, I had to put up with the Costco employee bragging about how great *** was. This man mentioned this three times in our conversation. He said Costco has NO responsibility for the vendors which they hire. Costco absolutely has responsibility for their vendors. Thank you for your help BBB.
Sincerely,
*******************Initial Complaint
Date:07/12/2022
Type:Product IssuesStatus: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 ordered a ********* Surface Pro 7+ Bundle form Costco Online (order number *********). The item was delivered and then I was away at a convention. I did not carry the new computer with me and discovered I didn't like it once I returned. I requested a return label and received one and then tested positive for Coivd (quarantined for 2 weeks). I had my partner return the package in the original box to the *** Store as instructed. Receipt included showing the weight of the box was the same as when it was delivered to me. Once it arrived at Costco in *************** I got an email stating they only received the keyboard.I called customer service and spoke with customer service online. This was a very frustrating experience. I was told the resolutions team would contact me. The next morning I got an email that the ticket had been closed with no one contacting me or asking any questions or for any documents. I was also told multiple times to respond to an email which clearly was marked **** not rely to this email." Each time I just got a message to call customer service. I was told in one conversation the issue was being escalated to the operations team and I haven't heard from them either. Calling customer service has proven useless as they follow a script and are not helpful. No one above them has attempted to help with this issue. I would like for them to refund my $899.99 and to contact me but that seems to be something that wont happen unless you can help me. After three promises that this would be taken care of I have still gotten no response from Costco. Assuming they are too big to care that I need my money and the basic respect that comes from dealing with your customers when they need assistance. Disappointed. At a minimum someone could call for information or the items I am supplying to you.Business Response
Date: 07/15/2022
Costco has came to a resolution and has refunded the member back in full and now closing this as resolved.
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:07/12/2022
Type:Service or Repair IssuesStatus: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 July 5, 2022 at approximately 3PM I brought my vehicle to the Costco Tire Shop for routine tires balance, rotation. At about 4PM one of the service advisor (I believe his name is *****) brought me to my vehicle in their shop and showed me an approximately 4 ft. long of scratch along with approximately a foot long of dent that is also an inch deep at the rear left passenger side of the vehicle. The advisor stated that the damage was caused when one of their technician attempted to park a truck next to my vehicle and scratched my vehicle in process. They had me fill out a claim form and I was contacted by ***** from the claim department few days later. ***** informed me to get an estimate from the repair shop and forward it to them. The first available appointment for the estimate will be on Wed July 13th at 3PM. We have a pre-planned family trip coming up from JULY *****th, the rooms were booked on MAY 27, 2022 (see attachment). I don't believe the vehicle will be fixed on time for our trip considering the repair shop don't work during the weekend and claim approval also takes time. I would like to ask Costco, in addition to paying for the damage and rental car fee during the repair, extends rental car coverage for the duration of our trip. This is 2nd time in the row Costco had damage my vehicle during service. 1st time was last Dec when a technician dropped the tire and damaged the hub cap, later reimbursed but still caused a lot of hassle. ***** from *********** can be reached at ************ and the claim # is 651943-GD-01. I DO NOT WISH to fix the vehicle upon return from the trip due to the unpleasant image that *** cause while driving a damaged vehicle.Business Response
Date: 07/13/2022
Costco has agreed to take responsibility for the repairs for the scratch on **************** vehicle.
Costco has also agreed to pay for a rental car during the vehicle repair process.
Costco will not extend rental car coverage for said vacation unless the vehicle needing repair is at the repair shop and is actively being worked on during the vacation time frame.Customer Answer
Date: 07/16/2022
Complaint: 17554050
I am will accept the result however I like to ask for a waiver for a year membership, dealing with two incidents means more time away from family and inconvenience. My Executive membership number is 111811112664.
Sincerely,
*******************Business Response
Date: 07/25/2022
Costco is taking care of the year membership fee in addition to the rest of our offer.
Thank you and everyone for assisting me and the ******* team with this matter.
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