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

1,268 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:07/11/2022
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.
Costco: I have never been so angrily frustrated with a company let alone you. My family was to be making the trek across ***************** with all of our belongings for a military move. We sold our house, our cars, and were supposed to pick up a full size suv on Friday (02 July) after making a reservation with budget through Costco Travel one month prior. I also called the budget location twice the week prior to verify the type of vehicle we would be getting due to the amount of stuff we were moving. When I arrived the desk asked me if I had booked the day prior and if I had received a phone call stating that they didnt have a car for me. Confused I answered no and the desk informed me they did not have a vehicle for me, and apologized. Since I had no vehicle and no options I called Costco who first informed me that my executive membership had expired one day prior so they could not help me and transferred me to budget. I then renewed my membership on my phone, called back and was on the phone for a hour and a half before Costco got budget on the phone to tell me that I would have to spend $6,000 dollars to get a vehicle from another agency and then submit a complaint after. They also offered the location I was just at had a five passenger vehicle that we could take (which they did not) for more money and limited miles. ***** obviously wouldnt work. After all of this my wife and I decided to fly with our two toddler boys out of the area leaving several thousand dollars worth of household items we didnt have space to take. Costco if you ever actually read this, I dont want your apologies I want you to make it right. P.S. it has been four days since this fiasco and neither Costco travel or budget has called to either offer us a vehicle or any assistance.
Business Response
Date: 07/15/2022
Costco is actively working with the member on a resolution.
Initial Complaint
Date:07/11/2022
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.
purchased Whirlpool dishwasher on 8/21/21 for $821.00 delivered to home. Machine developed a leak on the top of machine, due to a dented tub which occured before install according to repair tech *****************. Tech from warranty service stated machine should be replaced. Costco.com refused, requested repair and install new tub. June 6. technicians did not show up for scheduled service call twice, I have taken 4 days off from work to date and need to take another. The tub was replaced, machine broke again, not cleaning dishes or heating. The machine is under a 2 year extended warranty and Costco refuses to replace. keep telling me to "wait"Serial number is ********, model *********** Order# *********, member # ************, complaint to costco concierge service case # ******-000719 opened June 6. "costco operations team determines solution"
Business Response
Date: 07/12/2022
Since the item is currently out of stock, Costco has reached out to the vendor requesting information as to if the item will be restocked. In the event that we are unable to fulfill the exchange, the member is willing to accept the refund to then purchase a new item.

Customer Answer
Date: 07/12/2022

Complaint: 17548531

I am rejecting this response because: it inot complete. The section about Costco attempting to obtain a replacement model or offer a complete refund is only a partial solution. What the rep neglected to add was that they also offered me a type of compensation for my 5 days I had to take off from work, using an entire week of my vacation time and still no satisfaction. Although they cannot offer me actual cash, they stated on the phone that they would "discuss a satisfactory compensation for my time and frustration and being without a major appliance that was under warranty for now 7 weeks. Once I recieve all the compensation and replacement or refund . thanks!

Sincerely,

*********************
Business Response
Date: 07/20/2022
Costco is still working on a resolution. She will be having her dishwasher picked up later this week and a new one will be delivered next week.

The member and I have been in constant communication and I am working to resolve all of her issues.
Initial Complaint
Date:07/10/2022
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.
Yes, COSTCO had ran a promotion (rebate) for an previously purchased item (bracelet), whereby reducing the costs of the item by $100 (plus applicable taxes), which had just expired this past week, however I was unsure how much I had paid for the item until I had time to review my receipt and reapproach this merchant about a refund of the difference. Upon approaching my local location to which even this item was purchased, they had started to hassle me about that it had been over 30 days since purchase, blah blah blah. However based upon their liberal return policy I'm still within my right to return the item and out of disgust could even cancel my membership potentially with them since they apparently don't value a "Executive Member" who has spent thousands with them. Anyhow, in looking at my receipt attached to this complaint, I don't believe that I had ever received any prior rebate on this item and don't have any green receipt indicating otherwise, and unless my purchase history states, I'd like to receive the rebate please. Or otherwise I'll return said item forthwith, and cancel my membership going forward. Thank you very much!
Business Response
Date: 07/12/2022
Costco spoke to Mr. ************* regarding the $ credit for the bracelet purchased on 12/02/2021. He confirmed that he does have a **** ending in.... Costco advised ****************** that the Winchester location did honor the $ coupon and credited his **** for $105.30 on 02/05/2022.
****************** is satisfied with the information given and considers this concern resolved.

Customer Answer
Date: 07/12/2022

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:07/10/2022
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 am a member with Costco. I bought a fridge on February 12, 2022. I have problems with it ever since. First the door makes noise when opening and closing. I contacted costco and a technician came from Costoc and said it was normal while he was smiling carelessly. I was not not happy at all, I called Costco again and a technician from Whirlpool, examined it and said he cannot do anything about it. Costco reimbursed me with $100. A month later. The fridge started to spill water from the inside. (Photo attached). After long calls with Costco, a technician finally came from the manufacturer, Whirlpool, examined it and told me the technicians who installed the fridge did a bad job by going hard on the bottom part of the fridge and created a bulge that keeps letting warm air into the fridge which causes it to sweat and spill water (photo of the faulty damage is attached).I contacted Costco to ask them to exchange the item because their technician is the reason behind this problem they said I was out of their warranty now.After long calls they told me another technician from Whirlpool will come to check the item on 6/6/2022. I took the day off on my expense and the technician never showed up. I called Costco to let them know that the technician did not come.. they told me they will take care of the matter.. I never heard of them ever since.. I am really tired of this problem..I want you to help me solve this it.I am requesting an exchange of the item or refund.Order number: ********* Item Number: ******* Service Request Reference number: ****** ****** Thank you ***************************
Business Response
Date: 07/11/2022
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 Whirlpool fridge concerns. Costco has reached out to Whirlpool, who has confirmed they are reviewing our members request for an exchange under warranty due to the unrepairable determination. Whirlpool will follow up with our member directly and update Costco after they have finished reviewing the request. Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.
Customer Answer
Date: 07/11/2022

Complaint: 17547301

I am rejecting this response because: costco should be in charge of replacing or refunding, because the current problem of leaking water was caused by Costco installing technicians. As shown in the attached photo.
Whirlpool will take ages to contact me.
Costco already told me Whirlpool will contact me more than a month ago and they never did.

Sincerely,

***************************
Business Response
Date: 07/22/2022

"Costco has attempted to reach the member via phone but was unable to. A voicemail and email were sent with the return/exchange options. Thank you.

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:07/09/2022
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.
After being harassed at the cashier by 4 separate cashiers. Two at register 5, then the two at register 6 managed to push a cart into my leg, leaving cuts on my feet. Their response was to yell and make excuses. The women at register 6, on July 9, 2022, were *** and Jenn. Jenn even made a comment regarding slapping customers. This Costco needs to be reviewed and assessed.
Customer Answer
Date: 07/12/2022
540 ************* KAHULUI, ** 96732-2302
I want corporate to know what is going on in that Costco.
Business Response
Date: 07/25/2022
Regarding the complaint by ************************* regarding her shopping at our Costco on July 9th at 205pm. Costco was able to investigate, and substantiate that she was bumped with a cart by one of our cashiers. After review of the video and interviewing the employees involved, we have found that it was an unfortunate accident that occurred due to ******************** not being seen by the cashier, and ******************** being in the cashier's work space. The claim that one of the employees made a comment about slapping customers could not be substantiated. We were able to reach out to the ******************** and apologize for the incident.
Initial Complaint
Date:07/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 5th, 2022 we received a ******* washer and dryer set bought from Costco online. The delivery person was the one who noticed the dryer was dented and we were told a replacement would come, the day after we used the washer and that started leaking on the floor. I called Costco to set up a call back that never happened, when I did speak with someone I was told they were going to tell me when they were back in stock. Fast forward after at least 10 attempts to contact someone, we are now out of our 90 day return policy. The people I have gotten in touch with have told me no they cannot process the return and will not accept any reasoning as to why this was not my fault, we received our products fully damaged and were never given an opportunity to get a new set or get rid of the broken ones before our time was up. I was not given the chance to speak with a manager when I asked, I was transferred multiple times to people who were not meant to help me just to get off the line with me. So now Im stuck with a broken washer and dryer that I cant get my money back on
Business Response
Date: 07/13/2022
Costco has confirmed the return of the washer and dryer is in process and scheduled for pick up on 08/01. The member is aware of this and an update will be provided once the pick up is completed.
Initial Complaint
Date:07/09/2022
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.
Bought a laptop with warranty, went to file a warranty claim for water damage and was told that the warranty was for the **************** for $89.99. I paid $899.99 for the laptop and would like the laptop and warranty I originally paid for. They are sending a check for $89.99.
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 concerns. The member is currently in the Allstate warranty, according to Allstate they have already been in contact with the member and a refund of the order was approved on 7/7/2022. For other concerns or inquiries, we would ask the member reach out to Allstate; as the reimbursement is being processed under their extended warranty Thank you for contacting Costco Wholesale Corporation. We apologize for any inconvenience our valued customer may have experienced.
Initial Complaint
Date:07/09/2022
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.
07/06/2022 I purchased a SUNBEAM firepit for $534.99 from COSTO.COM for delivery on Saturday July 9th. I was told that COSTCO Logistics would call and email after 6:00PM on the night before the day of delivery that would give me a 2 hour window, I never received that phone call or email. I called Costco **************** and was told there was a "problem with the manifest". They decided to reschedule for Wednesday July 13th. On Saturday the 9th I received text messages stating that the item was out for delivery. I called Costco and they could not tell if in fact the item was going to be delivered.Costco cannot even verify a delivery date or time. No one at customer service has access to delivery data and they claim the delivery company will not pick up the phone. I WANT THE **** I PURCHASED DELIVERED WHEN PROMISED!!! COSTCO NEEDS TO FIX THEIR CUSTOMER SERVICE TO HAVE ACCESS TO DELIVERY INFORMATION, COSTCO needs to actually send out emails and or text messages with the delivery information that they say they do.
Business Response
Date: 07/13/2022
Costco has spoken with the member. The Member's delivery was reschedule for July 13th. Costco has emailed the Delivery warehouse to monitor for a smooth delivery. Costco will call the member the night before to provide the two hour delivery window.

Customer Answer
Date: 07/13/2022

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:07/08/2022
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.
Order # ********* was returned to costco but shipping company had the box unlabeled and items were completly missing from the package. it has been almost a month with no updates on my return and refund.
Business Response
Date: 07/11/2022
Costco has reached out to the member and advised we will be working directly with our ****************** Team to get this looked into and resolved as soon as possible.
Initial Complaint
Date:07/08/2022
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.
June 6, 2022 we placed an order for new tires for our *** M3 at the ******, ** Costco tire center. They told ** the tires need to be ordered, a week wait. Week passed no call from Costco, we follow up with the tire center just to find out the wrong order was placed and new one had to be placed, another what time. After 3 weeks tires drive, we get charged for the difference. A week wait for appointment, but the worst part was the tech that took our car out of the tire shop and parked in the parking lot, bumped the car (mind it is a sports car that sits very low to the ground) into the curb scratching off the protective film we paid amongst $2000 to install on the car to protect the original paint from chips and dents when driven on the road.
Business Response
Date: 07/12/2022
Mr. and *****************:

First and foremost allow me to apologize for your negative experience with purchasing tires recently at our location. We always try to give our members as pleasant an experience as possible and dont like to hear when we fall short of that.
In reference to the scratch on the bumper, our Tire Center did receive that claim and has already forwarded it to our third-party claims department for review. Given the date of your install, I would imagine they have already been in touch with you but if not they should be soon. For obvious reasons, we do not decide on claims on our own so we employ the help of a neutral party to make the determination on claims of this nature.
Please feel free to reach out to the warehouse if you would like to discuss your tire purchase further. Again, our apologies for your experience and hope you have a great day.
Customer Answer
Date: 07/13/2022

Complaint: 17517929

I am rejecting this response because: no one has reached to us to offer solution.

Sincerely,

Kami And *******************
Business Response
Date: 07/20/2022
Costco Wholesale received the property damage claim alleging damage from our tire center service. After investigating and reviewing the facts surrounding this matter we found no liability. We have denied this claim

Customer Answer
Date: 07/26/2022

Complaint: 17517929

I am rejecting this response because: they used photos taken by their own team not ones my husband took! of course they will deny the claim. What a shame, no accountability at all. This has been the worst experience ever. Plus, this particular store in ******, ********** has the worst customer service so I am not surprise if some unethical doing was done by employees!!!
No offer for apologies even from the store or the manager, no compensation!!! nothing. **************** in this store by far the worst and to top it all, it is not the first time we have experienced bad customer service there

Sincerely,

Kami And *******************

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

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Costco is NOT a BBB Accredited Business.