Business Profile

Buying Clubs

Costco

Headquarters

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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

1,257 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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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:09/06/2023
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 go to Costco buy 24 fitness 2 years membership,after I want go to gym is long time closed because Covid-19.So I want go to costco refund.But not give me refund !!! There is no expiration date written on the card.So I didn't used.
Business Response
Date: 09/13/2023
Costco will refund the member for their 24hr fitness purchase. We reached out to the member to get their information to determine how the product needs to be returned.
Customer Answer
Date: 09/14/2023
Can you tell Costco refund give me Cash.Because I used my friends card to Shopping.She's English no good.
Customer Answer
Date: 09/14/2023
I can go to Costco take Cash. rufund money.
Business Response
Date: 09/20/2023
This refund is approved. The member can go back to warehouse **** for their refund.

Business Response
Date: 09/22/2023
Costco is looking for the membership number the person used to purchase the 24hr fitness membership or the receipt of purchase from the transaction to validate the purchase.
If you could have this person provide that information we can start the process to refund this purchase. Until we get one of these pieces of information we are not able to start the refund process.
Business Response
Date: 09/22/2023
Costco confirmed the member can return to warehouse # **** and get a refund. Costco received the receipt from the purchase and sent back approval after reviewing.
Customer Answer
Date: 09/25/2023
Where is 1061??
Can you give me address?!
Thanks!
Business Response
Date: 09/27/2023
***** **************
*******, **
94545-5008
Customer Answer
Date: 10/09/2023
yesterday,10/8 Sunday, I go to Costco **** store,want refund money, but Manage still no give me return!!!!
I already give Manage see BBB talk pitcure,But she still no give me return!!!!Why?!!!
Business Response
Date: 10/26/2023
Costco has agreed that they would refund the member for their 24hr Fitness purchase. The warehouse will be working with the member directly for resolution.
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.
Order Number ********** Dryer, severe hazardous issue because the carrier did not even connect or clamp the vent duct and left them loose. When I found that out in my laundry room and checked the back of the dryer, I found the back was ***** and dirty, highly suspected a used dryer delivered. Table, driver lied about not being able to assemble the table, left the table in my garage unattended and boxed. Rescheduled for another assembly appointment still would not come insisting he could not assemble because he did not have the tool. ******, delivered dented ones twice in a roll (maybe the same dented fridge for two times). Third time had to make lots of calls and asked a supervisor to step in to resolve.
Business Response
Date: 09/06/2023
Costco reached out to the member and was fortunate to speak with her directly. We also followed up with an email. We will be working with the member until their concerns have been addressed. Currently we are considering a partial return for the dryer only.

Customer Answer
Date: 09/15/2023
Return picked up on Sept 9.
Customer Answer
Date: 09/20/2023
Complaint ID: ******** Please forward my email if necessary to the case manager to re-open the case. I didn't mean to not respond as I was waiting for the business to further instruct me on the return and refund process. Please help to re-open the case as the issue has not been completely resolved yet. The return was picked up but the return was never sent over to the refund team and I got no confirmation or refund processing. Name: *********** Address: ************************************************************ Daytime Phone: **************

Business Response
Date: 09/20/2023
Costco will continue working with the member. Currently we are waiting for a partial refund to be completed.
Business Response
Date: 09/22/2023
The partial refund for the dryer has now been processed on our end, and I have reached out to the member and spoke to ** to advise. The member acknowledged seeing an update on his end now, and will let me know once the funds have been credited back to his credit card, which can take up to 3-5 business days.

Updates to follow
Customer Answer
Date: 09/25/2023

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,

***********
Business Response
Date: 09/25/2023
Costco has talked with our member ** today and confirmed receipt on his end of the refund for the dryer. Additionally, the member accepted our compensation offer for final resolution of this matter. A Costco Shop Card was requested today and once it has been received by the member within 3-5 business days, the member will confirm receipt of the compensation.
Initial Complaint
Date:09/06/2023
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.
Im beyond upset with Costco in Farget TN!! Due to the same issue I had last year with my membership I decided to cancel my membership!! *** been told for a month now that they sent me a check from ********* to *********** less than an hour and 15 minutes and still waiting!! This is the very reason I canceled my membership!! If they didnt want to to lose a customer like the ** said why are they are we still waiting for over a month now!! I want my membership fee and the several checks Ive never received!! Ive been dealing with the run around with zero returned calls, zero concern for a customer you said you didnt want to lose, zero follow up!! This is the very reason why I decided to cancel my membership!!
Business Response
Date: 09/07/2023
On 8/31/23 the membership manger from W01166 reached out to the member to let them know that a check was sent for the membership fee and their unredeemed checks. Thank you.
Customer Answer
Date: 09/07/2023

Complaint: 20562036

I am rejecting this response because:

I still have not received the check they supposedly sent!! Costco is one hour if that from my home. I have received nothing but excuses from the store manager and admin!! Not to mention the lack of communication!! This has been going on a month now and absolutely ridiculous!! And if it wasnt for myself calling continuously nothing wouldve been done!! This was the very same thing Costco did to me last year and Im not going to sweep it under the rug again like last year!! I received a Birthday card from **************** that was mailed last weekend 2 days after the check that Costco sent from clear across *****************!! Sorry but its not adding up!!
Sincerely,

*************************
Customer Answer
Date: 09/08/2023
Yet again another dishonest situation ... As you can see the check was not mailed on the 31st as stated. Attached the copy of the check!! The check was postmarked by the post office 6 days after mailed it!! Absolutely ridiculous and just goes to show how much you really care for your customers!!
Initial Complaint
Date:09/05/2023
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.
This is regarding loss of center wheel cap (passenger rear wheel) and damage to rim on passenger rear side of my 2017 Rav.4 On Sep 2, 2023 I went to Costo Tire center located at ****************************************************************** as I noticed nail in the passenger rear tire. Technician at the register told me that due to work load and closing time approaching, they can put spare tire instead of fixing the puncture in the tire on that day. I agreed with same. Service technician was ****. They put spare tire in about 45 mins and called me that car was ready to pick up.Next day my wife took same car to another costco tire location at ******************************************** as its very close to our home to fix the puncture in the tire. In about 2 hrs they fixed the tire. Thats the time my wife was told by technician that its missing the center cap. My wife informed me about this that technician saying center cap is missing. Technician suggested to talk to costco tire center at ******************************************************************. I spoke to a gentleman (forgot the name) at costco tire center at ****************************************************************** and he confirmed with me over the phone that he did found 2017 cap in the shop. Since Monday sep 04 being holiday, he suggested to come on tuesday 09/05 to pick up the cap. When my wife arrived home after fixing the puncture tire at ********************************************, I noticed that passenger rear tire/wheel was not only missing the center cap but rim was damaged to with heavy scratch on it. On 09/05 Tuesday I went to costco tire center at ****************************************************************** to talk about missing cap and damage to rim. Store manager was called in. I was told that they could not locate the cap. Also was told that damage was done due to curb and their technician did not do damage. Clearly the damage to rim and cap is lost between either of this costco location only. I am requesting bbb to help getting reimbursed from costco for new center cap and new rim
Business Response
Date: 09/08/2023
********* had agreed to reimburse ************** for the lost center cap. After review of service, no evidence shows any damage that took place during the time of service. ************** talked with an Assistant General MGR and was offered to fill out an Incident Report / Member Claim report and ************** declined. If ************** would like to still proceed with filing this claim he can still submit at location. Once ************** brings back the receipt for the 1 lost center cap for his 2017 ****** RAV4 he will be reimbursed.
Customer Answer
Date: 09/15/2023
Costco has damaged the rim which is the bigger expense. Center cap is lost which is cheaper to replace. I understand that Costco offering to reimburse the missing cap but I am requesting bbb to help with damage done on rim.
Initial Complaint
Date:09/05/2023
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.
On 9/2 at the ************ Costco location, the employees provided the wrong information to me and resulted in handing me a letter which was not based on facts or warehouse policy but on retaliation and discrimination. I request them to withdraw the letter and provide me the right information. The employee who provided me the letter stating I exceeded the limit on the promotional items. The letter states the limit applies to the total numbers you can purchase during in the entire promotional period and also not allowing me to make a second purchase on the different day or at a different store at a different day. They threatened to cancel my membership if I shop at a different Costco warehouse. First, I never exceeded the limit. I am under the impression the limit applies to per member per day. Second, I called the corporate and all the Costco stores within the same region, they all confirmed to me I can make the same purchase on a different day. All other warehouses confirmed the limit applies on a per day per member basis. Who gave her the authority to preventing me shopping at a different Costco store if other store told me I can make the same purchase at a different day? I dont understand why this store has such a different policy as the rest of the stores in the same region also different than the corporate policy. When I asked her to provide me evidence, she not only to refuse showing me the documentation on the store policy but also threatened me out of retaliation. I request the store manager to investigate on this master, and provide me the specific detailed rule about the promotional limit. If the store does not use the corporate policy or not consistent with the rest of the Costco stores, please show me the document and let me know the reason instead of threatening to cancel my membership. I want involved employees get training on knowing the company policies and provider customers accurate information.
Business Response
Date: 09/12/2023

Costco is actively seeking a resolution for this case. Thank you for your patience!
Customer Answer
Date: 09/13/2023

Complaint: 20558664

I am rejecting this response because:
I still do not have a satisfactory response from the business yet. The store policy should be easy to verify and the letter I provided obviously showed the wrong store policy provided by the employee Phaedra who retaliated/mistreated me. The letter provided by local store employee ******* claimed wrong information as limit applies to the entire promotional period and shop at another Costco store during the entire promotional period is prohibited. The right corporate policy and store policy should be the limit applies to per member per day. Shop at the same store or a different store at a different day should be allowed. Why the employee provided only me the wrong information ?! Why she refused to call the corporate to verify the policy ?! Who gave her the authority to prevent me shopping at another Costco store?! Why she only provided me the worst customer service ever based on what ?

Sincerely,

*********************
Business Response
Date: 10/02/2023

Costco is actively seeking a resolution for this case. Thank you for your patience!
Initial Complaint
Date:09/05/2023
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.
Membership Number ************ Name ************* 7/17/20203 ************ Warehouse.I bought brown rice at ************ costco.As you see the attachments, there are insects / moths all over the rice. I had to throw away the rice today. See the video I captured it. (**********************************************************)I tried to chat for a refund and they said I need to contact warehouse to get a refund. They suggested to use feedback to complain this issue but feedback link doesn't work at all. ************************************ I don't have any way to get a refund on this purchase.I don't have a receipt and I don't want to drive up 30 miles to get a refund.I ask Costco to refund my money ASAP to send gift card to my home address: ************************************************************
Business Response
Date: 09/07/2023
After researching this incident, we have sold 311 units of this product. There are 100 units per pallet which equates to 3 pallets sold.
This is the first and only complaint about an infestation to this product. We also inspected our current product on hand and found no infestation at our location.
We reached out to the member and have issued a full refund for the product purchased.
Initial Complaint
Date:09/05/2023
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.
On June 6, 2023, I signed an agreement to replace the flooring in my rental property. On June 27, 2023, Costco's vendor completed the install and I was charged for services rendered. I received a 10% Costco Cash Card and I called Costco On July 13, 2023 to ask if I was *********** the 15% cash card since it changed from 10% - 15% on June 21, 2023 and I actually paid for their services on June 27, 2023. *** indicated that I was *********** the additional 5% and they would contact the vendor to send me the additional $609 Costco Cash Card. Since that date, I have called Costco multiple times and I have not received the additional $609 as promised. I have been told that a check was sent to my rental property on July 21st and it never arrived. They told me on August 17, 2023 that they would issue a second check minus the check cancellation fee ($36) for $573 and would mail it to my home address. That check also did not show up. They now want to charge me another check cancellation fee ($36) and provide another check for $537. This is based on another phone call on August 30, 2023.
Business Response
Date: 09/06/2023
Costco reached out to the member to let them know when the check would be ready for pick up. Thank you!
Initial Complaint
Date:09/01/2023
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.
On July 31st 2023, I placed an order for a Trinity 72 in. Stainless Steel Rolling Workbench- the product was shipped and delivered August 2, 2023. Today, I went to review my order on my Costco account and found that the price was reduced by $200 on this same item starting on 8/24/2023, just 3 weeks from my date of purchase. I attempted to contact Costco to request a partial refund/price adjustment but their site wont allow my request. As a Costco Business Executive Member since ****, I would expect the difference to be available or that the Costco **************** would advise there was a price reduction happening within the next 30 days.
Business Response
Date: 09/05/2023
Costco has made contact with the member and a price match credit has been requested. This case will be closed as resolved.
Customer Answer
Date: 09/05/2023

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:08/31/2023
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.
This is the first time I ordered a large order with 2 day delivery. The box was left in my driveway clearly damaged and leaking liquid all down it. When the box was opened all the goods looked like they were thrown in with no regards to the fact it would be shipped. The dish liquid was completely dumped out over everything. It soaked through the sponges and boxes and toilet paper. So now I have to clean everything up and the things that are unusable I would have to take back (go to a store like I was avoiding by ordering) or ship back the items (print out a label, find a box, and schedule a pickup or take to post office) if I want my money back. This is entirely too much effort for an issue that is Costcos or their hired delivery services fault. I will never order online again and stick with Target who has much better return systems in place for issues that is a result of their (or their delivery services) actions.
Business Response
Date: 09/01/2023
Costco left *** a vm and am now following up with an email letting her know that we will be giving her a refund for her entire 2 Day order as well as sending her a replacement order at no charge.

Customer Answer
Date: 09/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:08/31/2023
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 refund. Warranty is blatantly FALSE, and DECEPTIVE. Called numerous times to be on hold for hours with Congierge 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: 09/01/2023
Thank you for contacting Costco Wholesale Corporation. We appreciate the opportunity to respond to your inquiry. The Costco ******************* Team has reviewed our valued member's complaint regarding their TV concerns. We understand the TV freezes and blacks out. We apologize for any inconvenience our valued customer may have experienced. ******************** has a 90 day return policy. Per Costco.com "We guarantee your satisfaction on every product we sell, and will refund your purchase price*, with the following exceptions:Electronics: Costco will accept returns within 90 days (from the date the member received the merchandise)". We will need to exhaust all warranty options. Our notes show that our member was working with their local warehouse regarding a potential return. Our member will need to continue to work with their local warehouse if they are willing to approve a return on their end. This is not approved by CTWS or Costco.com. Our member has been advised of this.

Customer Answer
Date: 09/04/2023

Complaint: 20549169

I am rejecting this response because:
This is a Costco.com e-commerce purchase specifically and thus it cannot be resolved by the local warehouse. This item is under extended warranty by Costco and has exhausted all service options through Costco concierge, as more than five tickets have been open for ongoing issues. At this point a return of the product is the only option.

Sincerely,

Suba S

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