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

1,242 total complaints in the last 3 years.
23 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:08/22/2023
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
Initial Complaint
Date:08/21/2023
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.
Subject: Complaint Against Costco and **** I am writing to file a formal complaint against Costco and **** regarding a transaction that occurred on June 12, ****. The transaction involved upgrading my phone and signing up for a new rate plan based on a promotional offer. I believe both businesses' actions have been unethical and caused financial loss.During the transaction, I was enticed to become a new customer with the promise of a $450 Port-In Credit. The incentive was a crucial factor in my decision to upgrade my phone and switch to the new rate plan. However, I was offered only $250 after signing up instead of the committed $450. This is a breach of the initial agreement, and I have been told that I was misquoted.The nature of this dispute revolves around the unethical practice of providing false rate plan information to attract customers. I firmly believe that I was intentionally misled into making a decision that has resulted in financial loss.I have made significant efforts to resolve this issue. I have spent over 6 hours on the phone with both **** and Costco in the last 60 days. Despite acknowledging their mistake, Costco has failed to offer any remediation for their error. As a result, I have lost $200 and find myself in a situation where I upgraded my phone without the promised offer that was a significant factor in my decision.Account/Order/Tracking Number: ************ (**** Phone)I kindly request your intervention in this matter to ensure that both Costco and **** address this issue appropriately. I believe that the promotion offer was a material representation that influenced my decision, and I am seeking restitution for the financial loss I have incurred due to their actions.Thank you for your attention to this matter. I appreciate your assistance in resolving this dispute. Please feel free to contact me at ************** or ******************************************************* if you require any further information.
Business Response
Date: 08/22/2023
AT&T has processed a credit to the members AT&T account The amount captures what was promised to the member at the point of sale per their conversation with the *** agent. The member has accepted and is happy with the resolution.
Initial Complaint
Date:08/21/2023
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 is refusing to issue a refund, and is stating that when fraud occurs it is company policy to have the customer contact the bank. This is a violation of consumer law and is not an ethical business practice. I have attached the full details and circumstances in my PDF document as it would exceed the character limitations on this complaint.
Business Response
Date: 08/22/2023
After confirming with the notes in our system this was already resolved on 8/21/23 and the member was refunded for this order on the same day. We will not be taking this over at this time.
Initial Complaint
Date:08/21/2023
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.
In August I began looking for a new dishwasher. Started looking on Costco.com and had concerns that maybe it couldn't be installed because of a lack of an installer in my area. Very carefully reviewed all the information and gave the website my ZIP code to make sure. All appeared fine. I called their services department for installation to verify and they had previously resolved a similar situation for me by telling me to choose the ** appliance. I did. That was fine it was installed. So I did the same with my dishwasher request and put it in the cart to see if the status of installation changed. It did not. It did not change for the gentleman helping me from Costco logistics either but he failed to note it in my file. He said he would inquire further and a few days later I got an email saying that they had not been able to get an answer yet but would be in touch.Everything appeared to be a go so I placed my order for a $631 dishwasher. Order number **********. Big delays on it and it was finally delivered to our home this last saturday. Today I received an email from Costco in response to my inquiry to logistics that it was not going to be possible to provide installation. Great!I called and spoke to customer service and tried to reach a resolution where they did not need to cancel my order and did not need to have me pay for installation. That's what the agreement was originally. I have an email from Costco confirming that my order was placed what it was for and that it included installation but they are now denying that this says so. They called it a generic email. Well it has the specifics of my order. Either way this is not what I signed up for and they are now asking me to cancel my order or install it myself at my own cost. Completely unacceptable. Emailed receipt available for your records.
Business Response
Date: 08/22/2023
"Costco has made contact with Mrs. **********, we put a hold on the return and will be exploring options to help member with installation issue, We have also provided a direct number for member to call if she has additional questions or concerns. The member has agreed to get a quote from a local handyman. We will make every effort to get our members issue resolved in a timely manner.
Initial Complaint
Date:08/21/2023
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.
We purchased a new GE Refrigerator from Costco.com on Dec 13, 2022. Order number *********. Purchase amount $3317.98. Refrigerator was delivered on Dec 20, 2022. After delivery, we were quick to notice the drawer inside the freezer did not **************** as it should and kept falling off track. This was right before Christmas, so we waited until after the holidays with family in town to notify Costco. We then did notified Costco and they did send someone out. They ordered new tracks for the drawer and a few weeks later came and replaced. This did not solve the issue. The drawer will not **************** without falling off track. We have contacted Costco no less than 5 times. They create a service request ticket and we never hear from anyone. This cycle keeps repeating itself. Out of the blue, GE sent us a small rubber piece about the size of my thumb tip. No instructions or indications what this was (without even inspecting our freezer). I called Costco again- they don't know what it is for either. On my last 2 calls with Costco - they have attempted to contact GE, but they will not answer the phone. I just want a working freezer drawer. I received a faulty item from Costco from the start and they as nice as **************** is - they do nothing to help. They promise me a call back in 48 hours and nothing.Here are some of my service request numbers:230821-001771 230809-000564 230102-029673 230124-034179 230125-000754 Please help.
Business Response
Date: 08/28/2023
Costco has confirmed a technician appointment has been scheduled for 9/1. We will follow up with the member on 9/2 to ensure the repair meets his expectations
Customer Answer
Date: 09/01/2023

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:08/21/2023
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 purchased 4 SpaFinder gift cards back in 2019 for $319.96 (Order Number *********) and because of the pandemic I was unable to use them. These gift cards are not supposed to have an expiration date. When I went to go download them recently, the link did not work. I called customer service to have them reissue them or to give me access however I was told that they are not a vendor they are working with anymore so all they can do is offer me a 'shop card' refund, which I agreed was fine. I then receive an email stating that my request has been denied for refund, reason being 'it is not in the spirit of our returns policy'. So now they have my money and I still do not have my gift cards to use nor a credit to shop at their warehouse. I repeatedly expressed this in several emails to the resolution **** (*************************) however all I get are generic hotkey responses without them reading my email or providing any resolution. Costco also states they will refund membership fees when you cancel membership however I have yet to see the refund for that as well. $120 executive membership fee.Gift cards proven unreliable at Costco so I am requesting full refund. And refund for membership fee. Costco 100% risk free satisfaction guarantee and membership fee refund is false advertisement.
Business Response
Date: 08/29/2023
After further review and approval from buying, RA ******** was issued to have the member receive a full refund for order763034338. The member will receive the same amount back with the original payment method within the next 10 business days; depending on when their bank releases the funds to the member.
Customer Answer
Date: 08/29/2023

Complaint: 20502110

I am rejecting this response because: I have not received membership fee refund.

Sincerely,

*****************
Customer Answer
Date: 08/29/2023

Complaint: 20502110

I am rejecting this response because: I have not received membership fee refund.

Sincerely,

*****************
Business Response
Date: 09/12/2023
.After further review and approval from buying, RA ******** was issued to have the member receive a full refund for order *********. The member will receive the same amount back using the original payment method within the next 10 business days. The receipt of the funds depends on when the member's bank releases the funds to the member.
Initial Complaint
Date:08/21/2023
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.
Purchased a ***** 12/10/2021 there was a green line that appeared on the tv sent photos to costco for a claim for the warranty for repair or replacement. recieved a call back that the claim was denied there is no physical damage to the tv it is in perfect conditon. The green line appeared out of no where and on the bottom of the tv on the blacn trim it seems that is an internal issue .
Business Response
Date: 08/22/2023
Costco has made contact with the member. A repair request is in process to inspect the member's TV and attempt repairs.
Customer Answer
Date: 08/25/2023

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,

*********************************

Customer Answer
Date: 08/25/2023
This has not been resolved I agreed for a tech to come and inspect and stated by the tech that came cannot be repaired. He will submit that to them and costco is supposed to get back to me about the next steps. Above is the copy of receipt that he left with me stating the issue and that there is no physical damage to the tv
Business Response
Date: 09/13/2023
Costco has reconnected with the member and they have confirmed there are no remaining issues with this order, as a return has been processed and a full refund issued.
Initial Complaint
Date:08/21/2023
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.
On June 5, 2023, I placed an online order with the order number 1034027927.The specific item I ordered was IPHONE 14 PRO MAX ***** Item #*******.. However, before the delivery was made I decided to cancel the order on June 6, 2023 but the website indicated it was too late and item was already shipped. I received the product and called customer service to start the return. On June 8, 2023 I sent product back to Costco with supplied *** return label. *** tracking indicated that Costco received product on June, 12, 2023. Following up on the return, I reached out to the customer service department on five separate occasions to inquire about the refund progress. On each occasion, I was informed different timeframes and reasons for the delay, including Apple products take a little more time You should receive refund within 48 hours We sent in a move for credit and should get refund by 5 days There is an issue with ***. Despite the elapsed time, which now amounts to over 2 months since the return, I have yet to receive the refund of $1377.03. Please assist me in resolving this matter and ensuring that the refund is processed promptly. Thank you.
Business Response
Date: 08/22/2023
An email was sent to the returns department to have the refund issued for the item that was returned. An update will be provided to our member as soon as we hear from the returns department.
Customer Answer
Date: 08/22/2023

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:08/18/2023
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.
this is the issue with the purchase of dinning set from costco warehouse located in ******* ******* on 08/09/2023 we purchased dinning set 7 pieces 60 inches round table and six chairs it was for pickup and in four large boxes. we had arranged for pick up with a local guy who charged us $150 for bringing to our residence and $100 for set up and take away the boxes. the set was on sale for $499.0 plus tax after setting up the table we realized the huge legs are sticking out so it could only accomodate four chairs. The description on the box and six chairs was definetly misleading .Other issue with the table is 60 inches diameter for four people is too wide and not practical. If you see the four chair dinning table is generally 48 to 52 inches diameter. our issue is we are in our 70s trying to relocate in ******* we donot have means to return to Costco warehouse ourselves. it will cost us another $150 to take it back we would loose $400 dollars without getting the furniture We have been requesting for Costco to refund our Money for a product that is not what it says on the description or take it back and refund the amount we paid. We have been Costco members for more than 35 years we have paid over $4000 membership fees and for the first time we are unhappy NOT SATISFIED WITH OUR PURCHASE BECAUSE OF MISLEADING INFORMATION ON THE **** SO WE ARE REQUESTING THE RESOLUTION OF THE ISSUE. IT IS HURTFUL TO SEE THE MONEY WASTED ON THE DINNING SET AT NO FAULT OF OURS.WE WILL GREATLY APPRECIATE YOU LOOKING IN TO OUR ISSUE AND HELP US OUT. LOOSING $400 IS A LARGE AMOUNT FOR USAND ONTHE TOP OF IT WE HAVE TO SPEND FOR A NEW SET..AT THIS STAGE OUR LIFE WE NEED HASTLE FREE LIVING .THANK YOU SO MUCH SINCERELY *********************************
Business Response
Date: 08/30/2023
The member wished to return a dining set that was purchased at W1235. The dining set was on display in the warehouse and information on the product sign and box labels were accurate. We advised her that although the product was sold to her in new condition and free of defects, we would accept the return if she was not satisfied with the product. The member requested that Costco pay her a fee or arrange pick up of the dining set, which was declined. Costco warehouses are a cash and carry business model, so it is the members responsibility to arrange the transport of items they purchase or wish to return to the warehouse. In good faith, this warehouse contacted the member again and offered the member a Shop Card. The member refused.

Customer Answer
Date: 08/31/2023
I was only offered $50 shop card. The issue is the table is with six chairs and the legs of the table extends outwards so only four chairs can be accommodated. Like I explained before it will be added expense to return. Costco has removed the set from the warehouse . I feel they can do better than offering $50 dollars I am requesting $150 for compensation of misguiding information on the package If I dont return and keep I have to buy 24 size lazy ***** which will cost me $100 to 150 dollars
this my humble request to look in to this matter from a buyers position circumstances. The dining set is not properly designed
thank you
*********************************

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Costco is NOT a BBB Accredited Business.