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

1,252 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:08/24/2023
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.
Bought ** Range. After a few days found makes on the burner. Called costco and exchanged however the new one has the same issue. Order Number **********
Business Response
Date: 09/01/2023
Costco has spoken with **************** and is working with ** to send out a technician to inspect the unit. At ****************** request we have requested an appointment day of 9/20. We will follow up once we have heard from the technician.
Initial Complaint
Date:08/24/2023
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 booked a non-refundable package to ******* with Costco. The next day, the town burned down. I called Costco for assistance and was on hold for 2 hours, understandably. The supervisor couldn't refund/change since I was booked 3 months out. I wasn't even told if my resort was still standing. He offered: 1) cancel and potentially lose $800, 2) wait to see if the resort refunds, or 3) buy travel insurance through them and see if I can file a claim (seriously?). I was advised to call again Monday. I called, was on hold an hour, and spoke to supervisor ***** who also couldn't confirm if the resort was standing. He offered the same options as the first call but this time also suggested I have the resort email me a fee waiver. I called the resort owner, but she couldn't email due to lack of internet. She asked me to have Costco call her and gave me number. When I called Costco again (after another long hold), supervisor ******* was unhelpful and rude. He refused to 3-way call or reach out to the resort. ******* said they don't call the resorts, only a third-party, and wouldn't provide a contact. I just canceled and after asking how much I needed to pursue a refund for ******* told me that I was incorrectly only charged a $200 deposit, not the full amount. So, I was fighting for only $200 even though I was told $800 (more than half my entire trip cost) was on the line. I spent over 3 hours on hold times and hours on calls over this. Not only did they waste my time, but they also took resources away from others it by not offering quick assistance. I don't trust Costco Travel to pursue my refund. I disputed the charge on my credit card, but Costco has not refunded me. I'm disappointed and booked through a different company for a trip to Kona instead. Super disappointing. Costco usually has fantastic customer service, which is why I took the chance.
Business Response
Date: 08/29/2023
Costco emailed and called ****** on 08/25. We will continue to work with ****** and the resort regarding this claim.
Customer Answer
Date: 08/29/2023

Complaint: 20517230

I am rejecting this response because:
Costco did not call me on the 25th. I received an email that they were working with the resort. No refund has been made.

Sincerely,

*************************
Business Response
Date: 09/11/2023
Costco is still waiting for a response from our vendor regarding this claim. We will follow-up with both ****** and the resort and continue to work this issue.
Customer Answer
Date: 09/13/2023

Complaint: 20517230

I am rejecting this response because:
Rejecting until resolved. Issue is still not resolved. Received call from Costco requesting I cancel my credit card dispute. I will not be cancelling.

Sincerely,

*************************
Business Response
Date: 09/15/2023
Costco has decided to refund the member. We apologize for the inconvenience this has caused. We will reach out to ****** and inform her of our decision.
Customer Answer
Date: 09/15/2023

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. The chargeback by my bank was successful and Costco has agreed to accept it.

Sincerely,

*************************
Initial Complaint
Date:08/24/2023
Type:Customer Service 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 had signed up for a Costco membership (#************) last summer, in July 2022, I believe. I was talked into getting the executive membership under the "no risk" assurance: the person at the ********* location assured me that if the executive membership didn't earn me more than the additional $60 membership fee, then I would be credited the difference, up to $60. Fast forward July 2023 and I did not receive any credit for that executive membership. I called at the beginning of July and was told that they would send out a $60 credit and that I should not downgrade my membership to the regular (from executive) until I received the $60 credit (otherwise it would complicate the credit and cause it to not be sent). I waited several weeks until a small credit of $6 and change arrived in the mail I call again and was told I wouldn't get the $60 credit now because it was too late. Angered at all the scams and lies from your employees I cancelled my membership immediately. Who operates a company like this?
Business Response
Date: 08/26/2023
This concern has been resolved.
Initial Complaint
Date:08/23/2023
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.
When a flooring specialist visited and introduced himself as being 'from Costco,' it created trust. However, soon, major concerns started to pile up. The specialist rushed through the measuring process and failed to notice obvious problems with the floor that became more apparent later on. He insisted that I decide right away, saying that there was a promo offer that would expire. I showed him the ad saying the offer was still valid for another 2 days, but he said the last day was today because it didn't apply on weekends. During that time, I mentioned that I would go get my Costco membership card from another room. Instead of waiting, he suggested using another person's readily available Costco membership card for his paperwork. I thought it odd, but since he was "from Costco," I continued to trust him despite the red flags. He prepared a document showing an estimated price for the project, but the document was lacking crucial information, such as square footage, the unit price, and specific installation details. Additionally, he failed to give me cancellation notices that stated an exact cancellation-by date as mandated by the ********************** Code. The rushed measurements taken by the individual claiming to be 'from Costco' had led to a significant change in the scope of the project. What was even more concerning was that the dealer indicated they would impose a substantial charge for repairing the subfloor, even if I sought help from an external source, and the dealer didn't have to do any of the repair work. Considering the deceitful tactics employed, the absence of legally mandated cancellation documentation with a specific cancellation date, the vagueness of the provided quote, and the deliberate manipulation of the initial project plan and said vagueness to create opportunities for additional charges have left me completely unsatisfied with this service. Costco has also now passed my inquiry to a fourth person and I still don't have a resolution.
Customer Answer
Date: 08/24/2023
The red text and yellow highlights are my notes regarding this order and provide more information for Costco
Business Response
Date: 08/30/2023
Costco has spoken to the member and the member is contacting her bank to cancel the chargeback that was submitted. We will be in contact with her to issue her a refund and cancel her order.
Initial Complaint
Date:08/23/2023
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 purchased a top of the line ***** on 2/13/2022 along with the All ******** protection plan. Within the first 8 months the ** would randomly turn off. I contacted Costco and a repair technician came out to successfully fix that issue. 8 months later the **** ports stopped working. The Cable box, DVD and Receiver are not recognized by the **. I called Costco technical/warranty of this on 8/8/2023. This phone call was over an hour long. All requested information was emailed to them the same day. 5 days later, I hadn't heard from them and placed another hour long phone call to be told they were working on the request and within 24 hours I would hear from someone. A week went by and I heard nothing. I called back, for another hour long phone call to be told that the case was escalated and I should be hearing from someone within 24 hours. Again, no return phone call. Today, 8/23 I called back again for them to tell me they emailed me (it was confirmed they sent it to the wrong email). Then they proceed to tell me that ITI (their repair company) stated that it was an issue not covered under warranty. I asked how they would know that since no one has come to look at the **. They proceeded to tell me that someone was at my house 2 days ago to look at it. No one has been to my house to look at this ** for the current issue! They said they would escalate the request to be reviewed by management. I told them I wasn't getting off the phone until a manager spoke with me. After waiting on hold for 30 additional minutes I was told there weren't any supervisors or managers available this evening and they would pass my issue along. After 90 minutes @ 7:45PM EST I finally hung up the phone.Not only do I want the ** replaced, I want to be compensated for the ~5 hours I have spent on the phone so far, with NOTHING getting resolved.
Business Response
Date: 08/29/2023
Allstate has reached out to our Costco member to address the concern. They are reimbursing the member the full amount paid for the item, and the member is happy with the resolution.

Customer Answer
Date: 08/30/2023

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:08/23/2023
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 8/22/23 I had a GE refrigerator delivered to my rental property in *****, ******. The delivery drivers installed the appliance and gave me instructions on running the water and not using the first couple rounds of ice. When I went inside to see the fridge I noticed that there was Styrofoam all over the kitchen floor and an adhesive on the fridge. This house was just professionally cleaned. I ran out to talk to the delivery drivers and was shocked that they were driving away. I asked about the adhesive and they said to go get some cleaning spray and it should come off. I did but it did not work. I now have to schedule another day and time for my new fridge to come. This will require me to take a day off work and drive over an hour to let the delivery drivers inside and wait. Hopefully I don't have to clean up their mess this time.
Business Response
Date: 08/25/2023
Costco spoke with the member and offered an apology for any inconveniences. The exchange, delivery and pick up is scheduled for Friday, 9/1. We will request that the *** management oversees the new delivery.

A feedback form was filed in regards to the delivery team's conduct and will be investigated. Once Costco has confirmed completion, we will offer the member compensation .
Initial Complaint
Date:08/22/2023
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 purchased expired blueberry pie from Costco without knowing. The food was on the refrigerated section and was on sale. I bought one and ate. I had severe diarrhea, nausea, and vomiting 2-3 hours after consuming that food. I called Costco and reported about this and even to the corporate office and was told that it wasn't their fault that I need to talked with their vendor. I was told that someone from the vendor will contact me but I was never followed up. So, I went back to Costco and returned the food and **********. But Costco need to be careful of not putting expired food on the self. I need some compensation of me not be able to work for couple of days and was suffering from nausea and health issues.
Business Response
Date: 08/24/2023
The member has filed a claim and the Costco claim department will be in touch with the member.
Customer Answer
Date: 08/24/2023

Complaint: 20506414

I am rejecting this response because: they have not contacted me

Sincerely,

**********************
Business Response
Date: 09/01/2023
I have spoken with ******************* from Risk Management. On 8/15, *************** contacted the member regarding the product and he submitted a claim. On 8/21, the adjuster turned the information over to the vendor and made the member aware of this. Our system does not update any information once it is turned over to a 3rd party but the ***************** is reaching out to the vendor and will follow up.
Initial Complaint
Date:08/22/2023
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.
I booked Maui package via costco travel including Flights through american airlines, Rental car and Hotel/Resort via costco travel for dates 12/23-12/28 and trasanction date is on June 11, 2023 and Resort "****************************** " located at *********************************************************************************** where severe wild fires damage happened and there is no gurantee that Resort would accept any guests for December Holiday so I made a choice to cancel my travel after calling Costco Customer service.The issue is, I took airline credit and got refund for rental car but Costco refused to refund my Hotel/Resort fee of $2629 despite Resort offering refunds to their customers, I was told that Costco has an non-refundable agreement with their Vendor and Costco doesn't gurantee that resort would accept guests in December. I can't wait till december to know the status for Resort as airlines tickets may go up by a lot if i need to rebook and left me no choice other than cancel and rebook to other Islands.I'm seeking refund of $2629.00 from costco as Costco and their vendor don't gurantee of re-opening and allow guests by December.
Business Response
Date: 08/24/2023
Costco will reach out to ************************ and begin working on his claim. We will work with our vendor and see if the resort fee can be waived.
Customer Answer
Date: 08/24/2023

Complaint: 20506060

I am rejecting this response because: This is nothing to with the Costco vendor, As a costco customer , I booked travel package through costco and paid to costco and costco doesn't gurantee that their vendor accepts guests in December because of wild fires damage in the area and I cannot wait till December to know this so I'm forced to cancel and rebook other islands. It is Costco's responsbility to work with their vendors to refund or Costco has to bear the responsibility to refund customers. I've not cancelled beccause of personal reasons, i canclled because of wildfires in Maui area where the resort is located and there is no gurantee of resort will open and accept guests by the time i travel. Costco can't penalize their customers for booking in advance, I specifically asked whether costco can gurantee that teir vendor would accpet guests in December and I was told that they can't gurantee and if they can't gurantee not sure why they can't refund?

Sincerely,

********** Aila
Business Response
Date: 09/07/2023
Costco is truly sorry that this member is unhappy with the time it is taking to resolve their claim. We are asking for a bit more patience while we continue to work with our vendor and Buying team on a resolution.
Business Response
Date: 09/19/2023
Costco is truly sorry that this member is unhappy with the time it is taking to resolve their claim. We are asking for a bit more patience while we continue to work with our vendor and Buying team on a resolution.
Business Response
Date: 09/20/2023
We have contacted the member to let them know the hotel has waived the cancellation fees and we have issued a refund to their credit card on file.
Customer Answer
Date: 09/20/2023

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've received the refund from costco, Thank you very much to BBB for the help!

Sincerely,

********** Aila
Initial Complaint
Date:08/22/2023
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.
Costco delivered a used, loud, dirty, scratched, and glued KitchenAid refrigerator on 8/18/2023 when the product purchased was supposed to be brand new. The delivery carrier damaged the front door of the home, and broke the old refrigerator that I was replacing. Costco customer service is now telling me they are unable to replace the item because it is no longer in stock, and is unable to issue an exchange with another KitchenAid refrigerator of equal or higher value. I am seeking compensation and a replacement due to damages, negligence, and inconvenience caused by Costco as *** spent several hours trying to come to a fair resolution.
Business Response
Date: 08/24/2023
Costco sent an email to the member on 08/22/2023 offering several options towards a resolution. However, the member has declined all of the provided options. The member proposed to us that we provide a full price match on the item along with compensation before accepting any sort of resolution.
Customer Answer
Date: 08/24/2023

Complaint: 20504700

I am rejecting this response because:
The business offered a smaller refrigerator to swap with, which is not a fair trade.
I expressed that I expect a replacement with a different model number at no additional cost to me. ******** is refusing.
The merchant refuses to discuss compensation until the replacement item or new order is successfully delivered. I disapproved because I expect the merchant to determine a fair compensation amount before I accept any sort of resolution. Refusing to settle an issue with complete transparency of the situation prior to replacing the item will result in me pursuing legal action action instead.
Sincerely,

***************
Business Response
Date: 08/31/2023
Currently, we have found a unit to fulfill the member's exchange. Once we confirm that the delivery scheduled for Friday September 1st is successfully completed, we will be applying a $750 credit towards the member. We just sent a an email to KitchenAid regarding the gallon tube that is missing from the unit in hopes of getting a replacement sent out promptly to the member. We will be contacting the member today with the time frame for the delivery on Friday.
Initial Complaint
Date:08/21/2023
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 has failed to reimburse me for major issues on a guaranteed travel trip along with a digital shop card. I have sent 3 separate escalated requests. I have called or attempted to call the COSTCO TRAVEL department 4 times and been put on hold and then hung up on also. I am owed a digital shop card that is months late for delivery. I also requested refunding of my trip due to health issues with the vendor. All information has been submitted multiple times and NO responses have been returned. Quick to take an 8k payment for a trip but ZERO response back....
Business Response
Date: 08/22/2023
We apologize for any inconvenience the member experienced while trying to contact Costco. We will reach out to ***** with the hopes of resolving the claim quickly

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Costco is NOT a BBB Accredited Business.