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.

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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:08/17/2023
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.
On June 27, 2023, I purchased two boxes of contact lenses, order number **********. Each box cost $88.87 for a total of $177.74. I asked to return both boxes and was sent two shipping labels 1ZA78W589097961889 and 1ZA78W589099151492. I received a refund for only one box at $88.87. On July 13, 2023, I purchased a different two boxes of contact lenses, order number **********. Each box cost $119.99 for a total of $239.98. I asked to return both boxes and was sent two shipping labels 1ZA78W589097475744 and 1ZA78W589095051357. I received a refund for only one box at $119.99. On August 2, 2023, I spend 34 minutes talking to a Costco customer service representative. She was able to find were both sets of contact lenses had been returned and assured me that she would expedite a refund for the two boxes which I should receive in 3-5 business days. On August 10, 2023, I spend another 46 minutes talking to a Costco customer service representative who also was able to find the two returns and also told me that she would expedite a refund for the two boxes which I should receive in 3-5 business days. It has been 5 business days since I spoke with the last customer service rep and I have yet to receive a refund. I checked both Costco.com and Citi.com (Costco ****** I would like my refund issued without having to make any more phone calls.
Business Response
Date: 08/21/2023
Costco has contacted the member and identified the cause of the problem with his refund.
Customer Answer
Date: 08/21/2023

Complaint: 20487862

I am rejecting this response because: Costco has only processed one refund for $88.87. The refund for $119.99 has not been processed.

Sincerely,

*******************************
Business Response
Date: 08/28/2023
Costco has successfully processed one refund and the second refund will be fully processed in 2-3 business days.
Customer Answer
Date: 08/29/2023

Complaint: 20487862

I am rejecting this response because: Im not sure who keeps trying to close this complaint but I have yet to receive a complete refund. I want it left open until this has been completely resolved.

Sincerely,

*******************************
Business Response
Date: 08/31/2023
Costco has confirmed with the member that all refunds have been processed back to his form of payment. Costco considers this matter resolved.
Customer Answer
Date: 08/31/2023

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:08/17/2023
Type:Sales and Advertising 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.
Hi,On August 8,2023, I visited costco ********* location in *********. I've never shopped for groceries at costco before but since i had good experience shopping for household items, i decided to give it a try.I bought a few meats in bulk - stew meat, ***** meat, bagels, and baguettes, among other things.I had a really bad experience with meats and breads.When i got home, i immediately put everything in the freezer. Yesterday August 16 i cooked stew meat and immediately got food poisoning. Almost immediately after cooking. Its day two and i still have the symptoms.i do feel better thou. Luckily, my mom used to be a nurse and i know to how nurse myself to health. I know for a fact that it was the meat because all i made was stew meat and rice. Thats it. Another thing was that when i was taking meat out of the packaging, the color was a little off. But i assumed it was due to freezing it prior. Reaction was immediate.Before that, 4 days ago, i cooked ***** meat that i also bought from costco on the same trip. I baked it with potatoes in water mixed with chicken stock. I didn't get food poisoning but i had digestive issues such as excessive bloating. Now that it all happened, i took out all the meat i bought and took it our of the packaging - all are weird color inside. I'm pretty certain the meat was not fresh when i bought it. Same thing happened to baguettes and bagels. Everything i mentioned, was bought on August 8th. On August 10 literally all bread was covered with mold everywhere. This is unbelievable! I bought everything in bulk because i wanted food to last. I've been having constant issues with meat and had breads for less than day and a half.I'm extremely disappointed in the food quality. I expected better from Costco! I want a refund for meats, baguettes, and bagels.
Business Response
Date: 08/23/2023
We apologize the meats and breads you purchased did not maintain the quality freshness we pride ourselves on. I would absolutely like to give you a refund for those items you purchased, as it should not have molded or gone bad within the few days you tried to use them. Please let me know which you prefer, as I can either mail you a check, or you can come in and we will provide you an immediate refund. Again, I do apologize and hope you will return to our location, and give us another opportunity to service you.
Customer Answer
Date: 08/23/2023
Hello,
I appreciate costco being accountable for what happened.
I would prefer a check to be mailed to me but i would like to confirm the amount before you do.
I'm not sure how long can we go back and and forth via bbb here. But can you send me an email directly or provide your contact information AND your name and title here so i at least know whom I'm talking to in case if there are any issues.
Thanks in advance
Gayana

Business Response
Date: 09/06/2023
Hello ******,

Costco apologizes that the meats and breads you purchased did not maintain the quality of freshness we pride ourselves on. We would absolutely like to give you a refund for the items you purchased, as they should not have molded or gone bad within the few days you tried to use them. Let us know which you prefer, as we can either mail you a check, or you can come in and we will provide you an immediate refund.
Again, we apologize and hope you will return to our location, and give us another opportunity to service you.

Customer Answer
Date: 09/07/2023

Complaint: 20487740

Hello,
I prefer a check to be mailed but i would like to verify the refund amount first to ensure we're on the same page. And also how can i contact you in case if i don't receive the check? Your name and phone number or email address please.
Thanks
Sincerely,
***********************
Business Response
Date: 09/19/2023
I apologize again for the items you purchased not maintaining their freshness. I mailed you a certified check for the entire amount of your shopping purchase on 8/8/23. We do take all of our member concerns seriously, and I will reach out to you over the phone as well to confirm the amount, and to follow up to ensure you receive your check. We appreciate your patience in allowing us to address your concerns.
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,

***********************
Initial Complaint
Date:08/17/2023
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.
Purchased a refrigerator from Costco.com and they charged my **** credit card twiceonce when I placed the order August 5th and again when they delivered the item on August 9th.I called Costco.com and they put you on hold and once a representative answers and you tell him the problem, he put you on a hold again multiple times and at the end tells you he cant help you.
Business Response
Date: 08/18/2023
Costco has made contact with the member, and have advised that they will need to work with ********* to address concerns regarding their charge account. This case will be closed as resolved.

Customer Answer
Date: 08/18/2023

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:08/17/2023
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 a truck and car covers from Costco. I have since contacted Costco to get replacement sent out. They did send out a truck and car cover. The truck cover is again defective, and the car cover doesn't fit. I asked them to resend out quality replacements, and they say they're going to do that over the phone but don't. I end up calling back several times, and nothing ever gets done. The needle never moves forward. The last time I called, they wanted me to give him a credit card further return. I stated, this is just in exchange, and that's it. I inform the agent, once I get everything back, I'm going to send back all the car covers at once. I don't want to have to make multiple trips to a *** or other Courier store. The last agent said they were gonna send *** buy to pick up the items, and never did. That call took forever. I'm at my **** end. Just send me the correct size car and truck cover and I will gladly send these back. I'm tired of messing around with your call center that doesn't know how to perform their job. When contacting me back, please provide your full name, direct phone number, direct e-mail address, best time to reach you, and the hours you're available during the day. Thank you and take care!
Business Response
Date: 08/17/2023
"Costco is working with **************** under warranty for the truck cover and the exchange for the correct size. We are awaiting for **************** to reply and send pictures for inspection under warranty."
Initial Complaint
Date:08/16/2023
Type:Customer Service 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.
Hello:I hope all is well with you and your family. I am a COSTCO member under membership number: ************. I am reaching out regarding an issue with my life insurance policy through Protective LU5784285. I have been a Coscto customer for over three years and I have utilized many of your Costco partners: Delta Dental, ******************************* Protective Life, etc. However, within the last two months, I found cheaper life insurance for the same terms through another provider. I called customer service on July 21, 2023 and was presented with the following response:"She explained that I would have to remove my credit card from my online portal and let my policy lapse. This is not possible as I have my account on autopay - I can only swap cards. She explained that this process would take up to three months, however, it would not affect my credit score or future underwriting rating. I explained that I have never heard of this and this was different than what a previous agent had explained to me. I requested for a supervisor, however, none were available." Since this time, I have been escalated to over five agents, signed my cancellation document, and promised a refund. However, my policy still shows active online. Additionally, there is a pending withdraw for 08/22/2023. I have contacted customer service and they share the same perspective as before "let the policy lapse." I have called the corporate office and receive the response of "no operators available." Additionally, I have emailed all five agents I have previously communicated with and they have become nonresponsive. I am reaching out because I have exhausted all possible options with Protective. I would like you to reach out on my behalf. Additionally, for this severe inconvenience and lack of customer service, I would like to request a $75.00 gift card. I look forward to hearing from you soon. Thanks for your time and consideration.
Business Response
Date: 08/21/2023
The member's concern has been escalated to ************************** We have reached out to ****************** and provided direct contact information. We will continue to work directly with the member until the issue is resolved, they are thankful for the support provided by Costco.
Customer Answer
Date: 08/21/2023

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:08/16/2023
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 placed an order on May 12 and it was delivered on May 19. I have been chatting in all week to have my order replaced with the identical ** and the chat reps are telling me that its outside of the ***************************************************************************** on May 19. I am still within the 90 day period. I need assistance with submitting an exchange order because the ** that I have received is defective the video times out.Order: **********
Business Response
Date: 08/24/2023
Costco has contacted the member regarding their defective TV and processed an exchange. Delivery and pick up was completed.
Initial Complaint
Date:08/16/2023
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 Sunsetter Awning from Costco with a promised delivery time of 3-4 weeks. Now well over two months has passed and no product! Reached out online 4 times with no luck. Then called customer service 4 times over a period of two weeks. Each time sat on hold for over 30 minutes only to be told they need to do research and will call me back promptly. As always no call backs for days. Have to call back and sit on the phone for over 30 minutes only to be told the same thing again. For two months all I have been getting is a run around with no real answers! Summer is now over and we still do not have our awning!Have requested a prompt replacement and a partial refund and the requests fall on deaf ears!Not like Costco!
Business Response
Date: 08/22/2023
The customers awning was delivered today via Tforce tracking number *********
Customer Answer
Date: 09/02/2023
The product was finally delivered and left in the driveway after taking more than twice the time promised. We have requested that Costco issues a partial refund of the purchase price due to all the problems and delays. The entire summer ended and after that the sun awning finally showed up and only after countless hours on the phone and emails.

Costco rep promised to follow up and did not. Manager promised to follow up and did not. Promised to help with compensation after all was finally done. Of course no one contacted us again as promised.

Really not like Costco!
Business Response
Date: 09/21/2023
Costco has reached out to the member via email to apologize for the delays and lack of communication.
Business Response
Date: 09/26/2023
Costco has personally reached out to the member via email to apologize for the delays and lack of communication.
Business Response
Date: 10/03/2023
Costco has been in constant communication with the member. He is supposed to receive the part and Costco has negotiated compensation with him.
Customer Answer
Date: 10/16/2023
I have received the missing parts from costco along with their promise of a partial refund. The items are scheduled to be installed later this week.

I have not been issues the credit from Costco as of today.
Initial Complaint
Date:08/15/2023
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.
At the a cost store (*****************************************************************************), we have had multiple racism experience with a lady employee named *****. Today, on 08/15/2023, this lady said something negative to my wife and 3 kids, staring at them, while they were exiting the store after check-out.It was loud enough for all 4 of my family members to hear and know she was cursing. But it was not clear enough to know what she was saying exactly. My wife approached her asking what she was saying and she said she was talking to herself while staring at the water bottles that we bought. How convincing the excuse was!If it was the first time, then we would have just let is slip. However, with this same lady named *****, we have had multiple situations where she was picking on us.We are Korean Americans, well educated and wealthy enough to not be treated in this way by anyone.We want acknowledgments from her and apologies from her manager.
Business Response
Date: 08/16/2023
From GM @ W675
I spoke to both Mr and ********** earlier today. After listening to their concerns I reiterated my commitment to provide a safe and courteous shopping environment to all members. I have addressed the employee involved, and I am meeting with my staff to review proper ************** practices. I ended the phone call thanking Mr and ********** for their input, and invited them to ask for me the next time they come in to shop at the location. They thanked me for listening to their concerns.
Initial Complaint
Date:08/15/2023
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.
Ordered a pillow online 7/27/23. Received email from Costco saying there is a delay and item will ship no later than 8/11/23. Today is 8/15/23,spoke with online Costco agent and item still hadn't shipped. Requested a partial refund for this extreme negligent delay and was only offered 10% refund which is $4. Agent refused to give me no more than 10% refund. I want a full refund at this point and to keep my item for this malicious delivery time and offer from Costco.
Business Response
Date: 08/17/2023
"Costco has reached out to the member to discuss the order delay. Member didn't answer and we have left a voicemail and emailed the member to see if he is interested in accepting 20% as we are not able to provide a free item. We are awaiting his response."
Customer Answer
Date: 08/20/2023

Complaint: 20475015

I am rejecting this response because: they only gave me a 20% discount, not a full refund as I requested for their extreme delay and malicious service. I accepted the 20% discount only because this has taken too much of my time, not because I'm satisfied.

Sincerely,

*************
Business Response
Date: 08/24/2023
Please add this to the BBB -  The member has responded to Costco's email agreeing to a credit on the order that has been delivered. We will be closing the issue as resolved.
Customer Answer
Date: 08/24/2023

Complaint: 20475015

I am rejecting this response because: they didn't give me a full refund as I requested for the extreme delay and malicious service by their online agent. They only gave me 11$ credit and i accepted becausei had no choice. I'd also like to add that my item didn't come in the original box and wasn't sealed

Sincerely,

*************
Customer Answer
Date: 08/24/2023
In addition to the horribe delay, service and refusal to give me a full refund, They sent me my pillow in a different box than the manufacturers original box it's supose to come in with a plastic bag. This means this pillow was taken out of the original box and repacked as new! I doubt this pillow is even new.
Customer Answer
Date: 08/24/2023
In addition to the horribe delay, service and refusal to give me a full refund, They sent me my pillow in a different box than the manufacturers original box it's supose to come in with a plastic bag. This means this pillow was taken out of the original box and repacked as new! I doubt this pillow is even new.
Initial Complaint
Date:08/15/2023
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 went to Costco in Spanish Harlem. Was met with an angry employee demanding to see my membership. I ask Why. He was very rude and loud. I ask for manager. She couldnt explain why I had to show my membership. Also many things had wrong prices on them. This store management needs replacing. At my Brooklyn Costco, ** welcomed with Hello and a smile very pleasing. My question remain What is your store policy and why management has no clue on how to answer.
Business Response
Date: 08/16/2023
Costco has contacted ********************** to discuss their concerns. This issue will continue to be worked on.
Customer Answer
Date: 08/16/2023

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,

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

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