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

  3130 Killdeer Ave SE Albany, OR 97322-5359

• 

  Costco Wholesale

  2820 Independence Dr Livermore, CA 94551-7628

• 

  Costco Wholesale

  1205 Memorial Pkwy NW Huntsville, AL 35801-5930

• 

  Costco

  98 Seaboard Ln Brentwood, TN 37027-2930

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:09/08/2023

  Type:Sales and Advertising 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 have been a member at Costco for almost 20 years. I went to the Costco in ******, *******. on Friday, September 8. After shopping for 2 hours I was ready to check out. The cashier asked to see the back of my membership card. It had my husbands picture on it. They said a policy just went through that the person on the card had to be present in order to make a purchase. I explained I have never received any formal notification of this policy. They called a manager over and he asked to see my id, I obliged. Then he sllaid I will let you make a purchase BUT you have to pay with cash or a debit card. I felt that was an unethical business practice. I did. not want to pay in cash. So I had to leave empty handed. Not only did I waste 2 hours of my time, I was also extremely humiliated.

  Business Response

  Date: 09/11/2023

  Costco is a membership based organization, and by that we require our members to have and show their membership. The cards are non transferable and are part of the policy when they sign up and is also stated on the front of the membership card. During COVID we did become more open on our policy and allowed family members to use each other's card.  As of about 4 months ago Costco has gotten back to ensuring the person shopping is indeed the member whose photo is on the back of the card.   As the lady was not the member on the card, she technically was not allowed to shop, however, we do recognize that this is a learning curve to get our members in and in order to assist them we have been offering our non members the opportunity to pay with cash or debit card, unfortunately using someone else's credit card is not allowed as it could be a chargeback as the card member wasn't present. I have reached out to the member and did not get an answer and will call again to do my best to explain our policy and the reason why.

  
  

• Initial Complaint

  Date:09/08/2023

  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.

  Constant ongoing issue with Costco ***** still under warranty with over 5 tickets opened for technical service, RIDICULOUS that they want to repeeatedly "troublehoot" a TV which costs $2,000 instead of actually providing a replacement. Warranty is blatantly FALSE, and DECEPTIVE. Called numerous times to be on hold for hours with Concierge which is utterly ineffective and only a waste of time. Emailed photos of the tv multiple times, which is nonsensical as the technical issues cannot be seen in pics or by phone.

  Business Response

  Date: 09/18/2023

  Thank you for contacting Costco Wholesale Corporation. We appreciate the opportunity to respond to your inquiry. The Costco ******************* Team has reviewed the member's complaint regarding their ** TV.  We have requested  photos of the unit to rule out any physical damage.  Once confirmed we will proceed with assisting the member with service.  Our apologies for any inconvenience.

   

• Initial Complaint

  Date:09/08/2023

  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.

  Re: **** Costco Pharmacy On 9/6, about 10:30am, I called their phone listed on my previous prescription. I followed automated prompts & entered my Costco RX#. Automated said, "Outdated prescription. Would need to *********** for my refill." I also wanted to see what the price for this refill would be. Costco pharmacy rang repeatedly, then after asking me to dial ext #(???) hangs up on me. I tried dialing 4 different times throughout the hour & NOT 1 HUMAN BEING ANSWERED THE **** *****. It's now 9/8, about 10am, not receiving any message about my refill from 2 days ago, I entered same RX # & got, " No record of refill (from me) has been requested." AND, AGAIN, NOT 1 HUMAN BEING ANSWERED OR PICKED UP THE ***** as it rang off the hook and again, hung up on me. Why isn't Costco, who claims to care about their customers not hiring the personnel needed to service their customers in just the most basic ways???? Why is this crappy level of service even okay with Costco? Where are my membership dues going if not to make sure I am atleast a satisfied customer??? This is total incompetence and neglect from management at Costco.

  Business Response

  Date: 09/15/2023

  To Whom it May ******** 9/12/2023
  
  In response to the complaint regarding service issues at the Costco Pharmacy in ****, ****** on
  September 6 th , 2023 from our member *************************; as a member of management, I have fully
  investigated this situation. Following communication with the Pharmacy Manager I understand that the
  interactive phone system was not fully functional on September 6 th . The Pharmacy Manager placed a
  call to System Support to report the problem stating that the system was reportedly not passing through
  which seemed to be a hang-up from the callers side. These errors in the phone system were the
  source of frustration for both Pharmacy customers and Pharmacy staff. Costcos System Support was
  eventually able to correct the problem and calls were going through by mid-afternoon on September 6 th .
  Additionally, in regards to the refill request from ***************, the prescription number that was entered
  into the automated system was one of two active prescriptions for the same item. The Rx number that
  is displayed on the bottle pictured in the complaint was from November of 2021. A new prescription
  was submitted for *************** in April of 2022, but was never picked up and was returned to our
  inventory. Once the 11/21 request was entered, the system located the newer prescription and
  requested the refill based on the newer submission. The prescription was sent to Central Fill and was
  received at the **** Costco Pharmacy for pick-up on September 7 th . The Physician was contacted on
  the expired prescription on September 8 th at 9:52am and the Physician approved the refill on September
  8 th at 9:53am. This prescription was then filled and approved at the Costco Pharmacy at 1:23pm. Our
  system is designed to immediately send a text message to the patient concurrent with the approval of
  the prescription. After reviewing Ms ******* profile, she doesnt appear to have text message
  notification set up. In this case the system will then leave a voice mail to the landline that is listed in the
  profile.
  Also of note, with the increase of back ordered medications throughout the nation and new COVID
  vaccine concerns, the phones lines are quite regularly fully in use. Although each available workstation
  is staffed during peak hours, they make every attempt to get to calls outside of dealing with the patient
  standing in front of them. Regardless of these ongoing challenges, we continue to encourage all staff to
  make every attempt to offer the best service as possible.

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20575363
  
  I am rejecting this response because: NOTHING HAS CHANGED!! Your phone line still NEVER connects to a human and HANGS UP ON ME!! You haven't fixed anything. Your response was a lot of nothing!

  I will just have to ask for my membership refund when I go in and fill my prescription with Walmart! 

  What a waste of money and time Costco is! Very, very, disappointed. I now have lots of 1 star reviews to give Costco @ every ratings site I can find.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/08/2023

  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.

  I ordered this from the website with a delivery date of 9/9/23. I shopped IN WAREHOUSE ONLY. After placing the order delivery was switched to 9/30/23. I canceled the order, but costco did not cancel it. It was not coming from warehouse. It was coming from distributor, which I did not agree to. The next day after cancellation it SHIPPED, and now I have to deal with this. I spent 30 minutes on the phone with 3 different people--10 minutes of which was trying to get out of the automated system and find a PERSON. This is bad business and unacceptable. I have cancelled my membership, which they upsold me to executive saying it was a VIP membership. They say they've refunded that, but it has not shown on my credit card yet. Costco may be for some people, but it is NOT for me. Order Number ********** Order Placed Sep 4, 2023 Order canceled 9/7 after I realized it had been switched without my knowledge to a delivery date to 9/30 and was not being switched from the local warehouse.

  Business Response

  Date: 09/08/2023

  Costco spoke with the member and a refund has been issued.  Costco considers this issue resolved."

   

   

  
  

• Initial Complaint

  Date:09/08/2023

  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.

  On December 22, 2018, I purchased a 2-year membership at 24 Hour Fitness for the amount of $429.99 from the Costco located at ************************************************************************************. I activated this membership on March 26, 2019.Due to the ******19 pandemic, I temporarily froze my 24 Hour Fitness membership on March 12, 2020. As a result of government-mandated lockdowns and the closure of all 24 Hour Fitness gyms from March 2020 to March 2021, I was unable to utilize the membership during this period.To my surprise, on March 15, 2021, *************************************************************************************** providing any prior notification. This led to the premature termination of my membership on April 12, 2022.In an attempt to resolve this matter, I contacted 24 Hour Fitness corporate office. However, they redirected me to the local 24 Hour Fitness gym at ***************************************************************. I spoke with *****************************, the General Manager, and requested that my membership be reinstated. Regrettably, ************** declined my request and refused to provide contact information for a regional manager.Furthermore, I contacted both Costco Corporate and the Costco Warehouse at ************************************************************************************. Both have refused to assist me in resolving this issue. *****, a supervisor from the **** ************** Costco, declined to process a partial refund.I believe that both 24 Hour Fitness and Costco have failed to uphold their commitments to customer service, and I have been unfairly treated as a result. I kindly request that the Better Business Bureau intervenes to assist in resolving this matter to my satisfaction.

  Business Response

  Date: 09/12/2023

  We can issue  the member a  credit for the year he was unable to use the membership on a Costco shop card.  The shop card will be issued at the warehouse level and noted on his membership. 
  
  
   

  Customer Answer

  Date: 09/12/2023

  Hi, I would like to get clarification on the proposed resolution from Costco, which is: "We can issue  the member a  credit for the year he was unable to use the membership on a Costco shop card.  The shop card will be issued at the warehouse level and noted on his membership."

  I'd like to better understand how exactly can I get the Costco Shop Card? Do I just go to the Costco Warehouse at *******************************************************************************;** and speak to someone at the customer service counter?

  Also, do I need to provide my Costco membership number now so that the Shop Card gets noted to the correct account? If so, my number is ************.

   

  Business Response

  Date: 10/02/2023

  ************** has the shop card and we called to re-check on it today and he confirmed it over the phone. He has not used it, but he has it. 

• Initial Complaint

  Date:09/07/2023

  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.

  Costco advertised $30 gift card promo with new membership, delivered via email, upon receipt. No gift card and worse, 800 number of costco.com has no person and chat when it appeared on 09/07/23 was a 45 minute wait with lies about promo and claims it wasn't them but a 3rd party. Called two different local warehouses with different responses, all claiming to get me the gift card. Costco.com went through some sort of identify verification which was collecting more data on me beyond what is needed for a transaction, all under the promise of an immediate gift card. Went to cancel membership since promo was just a phishing exercise for personal data and a scam, there was no $30 discount on a $60 new membership and they refused to cancel the membership. Chat refused to cancel it, refused to delete my personal data and account. 800 has no answer. Wanted to take a PHOTO of my, privacy violation in order to CANCEL an account and remove my personal data because it was a Fraud, fraudulent advertising and fake promo for phishing on personal data. ********** told so much information, wasted 15 hours of my time. Do NOT want Costco to have ANY of my personal data stored in ANY database since they are not secure, there is no 800 number agent (human) to cancel or modify account. and this was a scam, a huge waste of time for phishing. Costco should be fined by Fraud and also Phishing, improper attainment and storage of personal sensitive data.

  Business Response

  Date: 09/11/2023

  Costco was able to make contact with the member and have come to a resolution. Costco has addressed the members' concerns and we consider this issue resolved. Should the member have any further questions they can contact **************.  
  

• Initial Complaint

  Date:09/07/2023

  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 ordered a ************ dryer from Costco.com, Order Number **********, on 8/12/2023 and scheduled the delivery date 9/1/2023. I got an email one day ahead specified the delivery time and the installer info. On the delivery day items were delivered in am but installer never contacted or showed up. I contacted costco and got a message from customer service (******) says that there's no installer taking this job in the area and asked me to find one on my own, and I can submit a receipt to get the cost covered by Costco. Reached back to Costco again after installation for the reimburse and received an email ask me to attach my receipt. I did attached and received a call from the resolution team say that they cannot reimburse me the whole amount of $650, but only up to $150/$275.From Costco's communication to me, they did not specify that they can only cover $150 ahead of the time or in the email they sent to me but was written in the customer representative notes. I spoke to two different customer rep *********** and got different answers from them each time. One (********) says Costco never done appliances installations in the *********** which is a completely lie, and hes giving me terrible attitude in the service call. The other one *********************************** says the very first customer rep ******** didn't say the correct guideline so it's my responsible to pay the installation fee and I should wait for 30 days rather than finding the installer on my own. None of the responses above were clearly stated in the website or delivery email. All the misleading responses came from different customer reps but in their resolution notes, they did not put down all the details of the conversation with me in their records. Its their misconducts for having no resources for installation on the scheduled day, as I placed the order three weeks ahead of the delivery date. I would like to request the reimbursement of the total amount of $650 installation fee as store credit.

  Business Response

  Date: 09/08/2023

  We received approval to move forward with crediting the member the full amount for the installation. I spoke with the member and issued the credit back to her card on file. I will provide one final update once the credit has been fully processed. 

  Customer Answer

  Date: 09/20/2023

   
  Hi there,
  I'm reaching out to respond to ID ********. I received the full credit amount I requested from Costco. I'm satisfied with the outcome.
  
  Best,
  ***********

• Initial Complaint

  Date:09/07/2023

  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.

  Good morning, Ive been a Costco member since 2016. Ive been trying to get my 2% cash back check since last year. Ive called several times and received the same response. It will take 6-8 weeks. Ill receive a white envelope thatll look like spam. I open all my mail and still havent received the check. The amounts that I was provided by Costco customer service are as *************-***********-************************** Can you please help. Thank you *********************** ************* ******************** Costco Member number:111863378591

  Business Response

  Date: 09/08/2023

  Costco confirmed with the warehouse that they received the information needed to issue the missing rewards.  We also attempted to contact the member and could not reach them, we did leave a VM and followed up with an email.  
  

  
  

  Customer Answer

  Date: 09/08/2023

   
  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 appreciate all your assistance on this issue.  I received an email from ******** at Costco.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/07/2023

  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.

  Hi I live 4 hrs now from the nearest Costco I need my membership cancelled and refunded.************************* ****************************************************** ********** ****************** Order Number ********** Order Placed Aug 4, 2023 Membership Number ?************?

  Business Response

  Date: 09/08/2023

  Costco reached out to the member and a membership refund was administered as well as removing the auto renewal on the membership.   If the member has additional questions or concerns he can call **************.  Thank you.
  

  
  

• Initial Complaint

  Date:09/06/2023

  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.

  I am writing today in hopes of getting a resolution to an issue I had at the *******, ** Costco Tire Center. I took my ****** 4Runner in to get four new tires. I was there the week prior and waited for them to arrive at that store. Then went in to have the car serviced once they said that the tires had arrived. To preface, my family and I are military and stationed in the area. My husband is an officer and we are stationed at the local military base (*****************). My parents flew from VA to help me me because my husband tore his Achilles and has been unable to drive since July. After getting new tires they were set to take my vehicle back to VA for me to get its State Inspection done as I am unable to leave my husband at this time. My mother and my husband are Costco members. After getting the phone call in the early evening that the vehicle was ready for pick up, my father picked it up for me. When he got into the vehicle he saw the tire sensor ! light illuminating on the dash. He was advised to drive the vehicle around in hopes that it would turn off. He took the vehicle and drove on the major highway however after no luck he went back to the Tire Center before closing time. Once he was there they took the vehicle back and ran it on their system. They then said that they couldnt fully diagnose it except advice that we needed to probably get a new tire sensor and to make an appointment at the local ***** Tire Center. With no resolution and it being closing timey father left and made an online appointment for ***** for the following afternoon. The next morning I took it upon myself to call Costco Tire Center. I stayed on hold for over 45 minutes before I spoke to someone. The employee was very professional on the phone. He said that we should have never been able to take our vehicle home before if there was a tire sensor light when they had the vehicle serviced for new tires. He said to take the vehicle back to them and have it checked again. So my father and I took my car back to Costco and left it with them for the day. Later that afternoon, I got a call from ****** at the Tire Center. He said that he was very sorry that we were not informed the night prior when we picked up the vehicle that a Costco Technician broke one of our sensors when replacing the tires the day before. He said it wasnt relayed to us at pick up and was not sure why. He even said that the second page of our notes invoice didnt have it on there but he would reprint the invoice to have on hand at pick up. He also said that not only did a technician break one of our sensors, but another tire sensor was broken so that would need replaced too. Therefore we should have all four sensors replaced. He said Costco would cover the cost of one sensor and we would be responsible for the payment of the other three sensors. He also said that the sensors were back ordered at the moment. So essentially Costco would take my info and call me once they got sensors in. I have yet to receive a phone call. This took place between 8/21-8/22. But the reason I am writing is because I feel that with the inconvenience of not letting us know the correct information, allowing my father to take the car and drive it around and advising him to make a sensor appointment elsewhere to see if that was a solution is unacceptable. I believe that the company should take full responsibility and take care of all expenses to repair all sensors for the inconvenience of the entire situation. My parents flew to us in ********** to help me with my vehicle. Because of this entire issue they were unable to take my vehicle back to ******** because with the pending tire sensor issue it would not be able to pass VA state inspection. I would hope that with all these inconveniences that Costco would make this right. As you know, time is very precious especially when youre getting help from others. I feel that the time spent and the outcome of the situation has been very unfair for us and that Costco would make this right. Thank you for your time. I look forward to hearing from you. Costco Tire Center 315 State Route 15N *******, ** ***** Thank you

  Business Response

  Date: 09/11/2023

  Costco called again today, and sent an email out to the member as well asking them to call us so we can resolve this issue with their vehicle. Still no response, once we make contact with the member I will send a follow up email. 
  

  
  

  Customer Answer

  Date: 09/12/2023

  Have an appointment set for Monday 9/18. Will update if repair is completed and to satisfaction. Thank you. 

  Customer Answer

  Date: 09/19/2023

   
  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.  They preformed the service Monday 9/18 and car seems to be better. 
  
  Sincerely,
  
  *********************