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

1,256 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:08/31/2023
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.
Order Number ********* Membership Number ?111918698847?I returned this order but did not get a refund due to my credit card account is closed. I've called Costco at least ************************************************************************** but nothing was sent. I want a full refund check mailed to my current address ****************************************************
Business Response
Date: 08/31/2023
Costco has attempted to contact the member and the phone number provided is not a working number. We have identified the issue and are in the process of resolving the issue to allow the credit to process. Costco has sent an email to the member and we will provide updates as they become available.
Initial Complaint
Date:08/30/2023
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 tried ordering the Novaform mattress (*****************************************************************************************************************************************************************) on Sunday however the order was not going through. I tried contact info customer service who was closed. This mattress was $150 off during the Labor Day sale promotion. I now call customer service again and am able to get someone who tells me the $150 promotion ended on Sunday. The day I tried placing the order. I would like to order this mattress today with honoring the $150 off for the queen size due to website issues and not being able to reach customer service. I have been with ******************** for many years and I am hoping you will honor this price.
Business Response
Date: 08/31/2023
Costco has reached out to the member to accept the request but was unable to reach them. We've sent email correspondence along with direction if stock is available so we can proceed with price adjusting.

Business Response
Date: 09/07/2023
Currently we are waiting on the member's decision on what they'd like to do. We offered the member what they were seeking in this request but they have at the moment purchased a different item.
Initial Complaint
Date:08/30/2023
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.
I ordered a dishwasher from costco.com that included installation and haul away of the old unit. 2 guys in a rented truck left a leaking dishwasher in my driveway.
Business Response
Date: 08/31/2023
Costco attempted to make contact with **************** via phone, unfortunately the member disconnected the call. An introduction email was sent along with a screenshot of what our website shows when we add item # ******* to cart with **************, unfortunately this zip code is not supported for installation. The member should have gotten a pop up message before check out stating Not included serviced - dishwasher installation. I have submitted a feedback form towards the delivery team due to them not dropping the item off inside. Should member require further assistance I included direct contact information he can reach me at. Thank you
Customer Answer
Date: 08/31/2023
I do not do recorded calls, costco attempts to force that. The evidence I provided shows the product was purchased with delivery, installation and haul away. SHAME ON YOU **ST ** FOR LYING TO YOUR CUSTOMERS!!!!, shame on BBB for allowing this after reviewing the information!

Customer Answer
Date: 09/21/2023
I do not do recorded calls I informed them of that. If they can not communicate that will be their problem. The costco customer service is terrible ****************. All it is is a run around.
Initial Complaint
Date:08/29/2023
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 ordered an online order 7/11 from Costco and I received the product damaged. I called and spoke to a girl who told me I could donate or toss the item and I would see a return in 2-3 business days. I donated the product and after multiple weeks reached back out to see where my return was. I got another agent who told me that they messed up the first return and that I was good to go, 2-3 more days and Id see a return. Its been almost a month and no return. I call today 8/29 and now the agents telling me I do have to return the item after I already donated it! This is unacceptable. All of this is in the notes from every call. I will never do business here again.
Business Response
Date: 08/30/2023
The item has been picked up and refunded. Also, the member received a call from the carrier manager to discuss his experience.
Customer Answer
Date: 09/04/2023

Better Business Bureau:

Thank you for your assistance with my complaint. I am happy with the outcome because the business decided to look into it and make a fair outcome in the end.
Im
Sincerely,

*********************
Initial Complaint
Date:08/29/2023
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.
First name: ***** Last name: ******** Email: *********************** Phone:
********** Street address: *************************************************************************************************
City: ******* Zip: ***** ************ Edit
I booked a family travel package to Maui for October 2023 through Costco Travel
(C415056906). The Maui fires occurred, Costco down took their phone lines the first
few days asking on their website for those not traveling within the week to call back in a
week. When I would call, nobody would answer. I had to cancel my trip by ***** to be
eligible for a refund. I had significant concerns about taking my small children to the
west side of the island (food capacity, water safety, etc.). Costco would not answer my
call and social media provided canned responses. If I did not cancel, I was going to be
out the full amount because they will not assist. Their social media response is they
continue to evaluate and continue to focus on immediate travelers first and will send
patrons to their cancellation site. They are taking no ownership. When I went to cancel
my trip due to the inability to reach anyone for assistance (and I tried many times, once I
did reach a phone rep only to be told their systems are down), the cancellation notice
advised I would be out $800.00 if I did not cancel and retain the new trip/airfare with
Costco travel. Costco Travel cannot pick up their phones now and service their clients,
why in the world would i reenter this nightmare with them by rebooking and having no
service/assistance when I call their Hawaii hotline? Therefore, I am now out an $800
cancellation fee. I did book a new trip and retained Delta who the package was booked
through. I am asking for Costco to do the right thing, and credit me the $800 I did not
receive. This is no reflection of me not adhering to their policy, but instead their
business not having adequate contingency plans to services their customs when a
crisis of this magnitude arises, Their social media is full of angry patrons who keep
being told to wait....wait for their cancellation timeframe to pass and be out all their
money? Costco is being very deceptive in this, I want a refund of the $800
Desired settlement: Refund Money paid to business: *******
Business Response
Date: 09/01/2023
Costco did not receive any attached documents for this complaint. We don't know what the complaint is. Thank you.
Customer Answer
Date: 09/01/2023

Complaint: 20536635

I am rejecting this response because you didnt respond or investigate- you are not addressing the complaint I have with Costco Travel. I provided my confirmation number Costco travel requires to access my vacation package booking and investigate, therefore what attachment are you looking for?
Costco Travel Confirmation Number: C415056906

Sincerely,

***************************
Business Response
Date: 09/12/2023
Costco was able to refund half of the airline fees. At this time, there will be no further compensation offered.
Customer Answer
Date: 09/13/2023

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:08/28/2023
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 am writing this letter with immense frustration, disbelief, and disappointment with my recent purchase experience from Costco. I trusted the brand for its reputation, but this experience has left me with a bitter taste and financial distress.On 07/10/2023, I made a significant purchase, order number **********: a set of GE laundry washer and dryer. Costco was tasked with delivering, installing, and setting up these items. However, their gross negligence has turned a straightforward task into a seemingly endless nightmare for me.When the delivery was made on 08/11/2023, they failed to mount the gas dryer to its pedestal storage. Their reasoning? That "it was OK to leave it unmounted." But just three days later, a third-party gas installer pointed out the grave safety hazard of this oversight, as the dryer could tip from the pedestal if the door was opened with some force.Here's where the absurdity reached its peak. Costco's solution was to send a different team to provide the necessary parts. But this second team arrived clueless about their task, suggesting that the initial team either lost or discarded the vital parts.After enduring long waits on calls, and a promise, via reference number 230824-012370, of a specialized team to fix the issue, I was met with the same clueless team on 08/28/2023, who yet again, failed to bring the essential parts. Each time, I've had to take time off work, missing out on wages, and the matter remains unresolved.It's distressing to think that a renowned company like Costco can display such a disorganized, careless approach, putting its customers through avoidable inconvenience and potential safety hazards.I'm seeking immediate attention and resolution to this matter through BBB's intervention. Costco's careless approach has cost me time, money, and faith in their services. It is vital to ensure such oversights are not repeated and that affected customers are duly compensated.
Business Response
Date: 09/05/2023
Costco has requested for the vendor to expedite the missing parts to the member. The member is scheduled to have the parts and item installed next.
Initial Complaint
Date:08/28/2023
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.
Transaction date: April 18, 2023 Transaction amount: $8,671.00 I hired 3 Blind Mice to install window treatments at my home through a Costco program. When their consultant (****) came to my house to provide a quote, he verbally misrepresented to me that that discount offered (total amount of $1,577.00) would be in the form of a Costco card that would be fully redeemable in cash. The Costco card is not redeemable in cash. I relied on ****'s knowledge to make my decision. Both Costco and 3 Blind Mice refuse to help rectify the situation and blame each other; me as a consumer am stuck with no one else to turn to except the BBB.
Business Response
Date: 08/25/2023
Designer no longer works for 3 Blind Mice and Members sale is with Costco and all process and policy decisions are controlled by Costco. 3BM has no say in how Costco Members are treated by Costco. The signed contract explains the shop card and explains that nobody has authority to adjust. In addition, Costco is responsible for providing members shop card and we have no power to send out anything on behalf of Costco. we simply facilitate the sale of Costco products.
Business Response
Date: 09/06/2023
Costco's policy is that the shop cards can not be redeemed for cash. They must be spent in the locations or on our website. The information given by the dealer 3 Blind Mice was a mistake and we apologize for the error.

Customer Answer
Date: 09/06/2023

Complaint: 20516349

I am rejecting this response because: the response provided by Costco is what was described in my original complaint. Costco blames 3 Blind Mice (their vendor) and 3 Blind Mice blames Costco. This is not resolution, rather continuing to blame each other and taking no responsibility, while me as the consumer is left with the monetary issue. Thank you BBB as I have no one else to turn to as to Costco and 3 Blind Mice, I am just a line item on their profit & loss statement.

Sincerely,

***************
Business Response
Date: 09/21/2023

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

Customer Answer
Date: 10/04/2023
Hello BBB, I did not know I had to respond and now the case is closed. The last correspondence was "Costco is actively seeking a resolution for this case. Thank you for your patience!" so I was waiting. Please do not close my case yet. Thank you!
Business Response
Date: 10/23/2023
For various legal reasons, Costco Shop Cards may not be redeemed for cash in their entirety the terms and conditions of Shop Cards, as well as an FAQ, are available on Costco.com. The dealer shouldnt be making representations about Costco Shop Cards. We cant change the rules about Shop Cards because a dealer mis-informed a member about the rules.
Initial Complaint
Date:08/28/2023
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.
I placed an order on 8-1 for $735.75 for back to school essentials. The order was misdelivered. I immediately contacted customer service who were to issue a refund. The initial agent did.the refund individually, missed some items, marked some for exchange that never arrived and marked them back for refund). This has been a month long issue with me spending nearly 30 hours with countless agents trying to rectify the issue. There have been a few instances I have been outright lied to and ******* never finished the job. Most.recently I was told to "wait it out". $735 may not be a lot of money for some, but for a single Mom it made replacing the items and sending my kids to school extremely difficult. Costco needs to refund my order, and compensate me.for.the nearly 30 hours I have spent on the phone with your agents. Nobody should have to call every few days to get something done. This has been the biggest tragedy I could have endured at this point in my life.
Business Response
Date: 09/01/2023
Costco has reached out to our ********************* and was provided documented proof that the funds were accepted by the ************* and we have provided this to the member as well. Costco has advised the Member on multiple occasions we would be willing to conference call with the ************* to make sure the adequate team within the bank locates their funds but have been met with resistance.

At this time there's nothing further Costco can do on our side and will be closing this case. We are here if the member wishes to proceed further with our advisement and will happily re-open the ticket.
Initial Complaint
Date:08/28/2023
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.
My husband and I booked a trip to Puerto Vallarto through Costco Travel for the dates of Tuesday, April 4-Sunday, April 9. We arrived at the hotel on Tuesday and had dinner at one of the hotel restaurants. On Wednesday we did not leave the hotel and ate all of our meals onsite. On Thursday we left the hotel and within one hour I was overcome with stomach pains and nausea - we had to return to the hotel immediately. For the remainder of the vacation I was so sick I could not eat, could not walk any type of distance (every time I tried to go with my family to the elevator I would have to go back to the room because I couldn't even stand long enough due to dizziness and unrelenting stomach pains), I was nauseous and had chills.The staff at the hotel was terrible. My husband asked what was in the food, he tried to speak with the manager - no one would help. My husband tried several times to bring toast to me but he was stopped by the restaurant employees and told he could not leave with food - even when he tried to explain to them.When we returned to the US I called Aetna and was informed me that these were symptoms of food poisoning and that I would just have to wait it out. I subsequently contacted the hotel and the manager said he would "look into it". I told him to please review video from our room area as it would be evident that I was horribly sick. He did not get back to me. When I followed up he told me I needed to go through Coscto.I have not been on a runaround with Costco for four months. I hold them responsible as they charged us and the trip was arranged for and booked through them. They did issue a refund of approximately $400 (without consulting with me) and the last communication (after months of stalling) is that the hotel isn't responding to them. Further, the person I have spoken with many times, ******** from Costco ********************** told me on July 3 that Costco has had a lot of similar complaints about this hotel.
Business Response
Date: 08/29/2023
Costco will reach out to Liora and continue working this claim.

Customer Answer
Date: 08/30/2023
Attaching the notes I have kept re my attempts to resolve.
Customer Answer
Date: 09/06/2023
Why would you close this? I submitted a history of the attempts I made to resolve this with Costco and heard nothing back.
Business Response
Date: 09/22/2023
This claim has been resolved, the member received a refund from Costco via the resort. In addition, Costco provided a shop card for the inconvenience she experienced.
Business Response
Date: 09/28/2023
The member received a refund from Costco via the resort. In addition, Costco provided a shop card for the inconvenience she experienced.
Initial Complaint
Date:08/28/2023
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've placed the order #********** some time ago and received the items defective and wrong version.I've returned both items via *** after receiving the shipping label via Online Chat, the first problem comes over there, after the return was received they told me that I should wait **** business they so they could check the ***** Products, well I was not able to see anything regarding to that in return/refund policies on the website, and haven't received any of that information on the first touch with the customer support.Yesterday 08/27/2023 I Contacted one more time the team so I could speak with the manager and they told me that by Monday I would receive any updates on the case, please remember that the item was received by them on 08/18/2023 and I was not issued any refund since then.Today 08/28/2023 I received and email that you can find on the documents attached to the complaint, that they said the return was denied because they "didn't received the items" where you can easily see that the items were returned and received on the *** Tracking.Right now, after 10 almost 11 days I was still not able to receive my refund, So I'm gonna open a bank dispute and show all the conversations and all the proofs that I have in hands.
Business Response
Date: 08/31/2023
Costco has made contact with the member, and he has advised the item was located and no dispute will be pursued with his bank. This matter will be closed as resolved.

Customer Answer
Date: 08/31/2023

Complaint: 20533172

I am rejecting this response because:

Everything was solved under my side and with the items since I was able to recover them but the investigations department keeps threatening my person and making accusations even after me providing that information to them, no disputes asked close to my bank so the case was already archived in my head.
Asked to not get contacted by their department and they keep doing it every single day after me returning the item in-store, their attitudes are completely unacceptable. Asking for my personal information and much more.

Sincerely,

*******************************
Business Response
Date: 09/15/2023
Costco has not contacted this member since 8/31 when the member advised this issue was resolved. This case has been closed.
Business Response
Date: 09/22/2023
Costco has worked with the member to resolve this issue.

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