Business Profile

Buying Clubs

Costco

Headquarters

This business is NOT BBB Accredited.

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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

1,269 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:10/28/2024
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 bought an IPAD from Costco wholesale online on Oct ******* & I asked to take it from Costco in ********. The website submitted my order & confirmed with my order # **********. This Ipad (256 Gb was on the special sell w/ discount ($120) & it cost for me $334.98. But as I did not hear anything by Wed from them. I called to the store but they said they dont have it & I supposed receive an email about IPAD soon. I did not hear anything over a week. I called & sent emails to my bank about that as it did not show anything on my credit card for my IPAD. Then last week, I contacted their corporate ************* told me my order it was canceled without I received any email or call about this mistreatment of ******. The reason said that my address was not match my credit card zip code which it is ridiculous as I have been in the Costco two weeks ago but they did not change my address, either.This is second time that Castco giving me unsatisfied customer service without giving me notification or any information about my shop. Last time, I had hardtime over weeks & again this time Castco ignored informed me & even this item supposed to coming to their ********* picked up from there. I am ****** member over ***** years but their mistreatment is very unprofessional, improper, insulting & rude. Why they did not call me or email me when they canceled my order? ****** is ignored their long period customer very rudely & this misbehavior is unacceptable & they waste my time alot. This is second time that Castco play this game with ********* can not treat an old customer like this. It is very shame on *************** unprofessional management & online team. ****** needs address this miserable customer ************** ignored consumers without giving them any info of their messy job. This ignorance customer service which happened again for me,it is unacceptable & unprofessional.When Castco want stop their mistreatment job???
Business Response
Date: 11/04/2024
Costco has now made contact with the member via email. The member has not confirmed if they'd like the order replaced but an update will be provided once the member responds once again.

Customer Answer
Date: 11/07/2024

Complaint: 22479324

I am rejecting this response because: Costco gave me some excuses over their second mistreatment which they did again. I never got any email from ****** regarding cancelation about my order & I check my spam folder, too. Costco is just wasting members time when they ignored us without any communication. This is horrible customer service & it is ridicuouls that castco does want to accept what they did. My billing address and all information I told them has been corrected &even, they supposed to deliver my IPAD to one of their store which would required to look at my Identification again but they still did not their job. I am not satisfied for their acts.

Sincerely,

F R.asl
Business Response
Date: 11/11/2024
The member was contacted on 11/02, 11/05, 11/07 and today, 11/09 with no response. We have closed this on our end due to no response.
Customer Answer
Date: 11/20/2024
For second time Castco messed up with my order with excuses of my address. Castco wasted my time & energy & just hold & clear my order without any notification to **** called different **** in ****** and asked for my order. Costco executive office did not care about my concern and this repeated again. It seems anytime I m ordered anything online , I have this issue with ****** and they dont want address my issue for not happened again and again. I am not satisfied with ****** because they dont give me any good reason for repeating of this address issue again even I supposed to picked up my order from a castco store and even is not coming to my address. But ****** decided to stop my order even without notification to me. I did not get any email from sweet castco regarding this order cancelation (Not in my spam either). Castco mistreated & insulted me over my online orders & my addresses. This is horrible customer service and ******************** can not treat me different & stopping me from shopping online just because they assumed something wrong with my address or my credit card address when everything has been correct and it was nothing wrong with my address or my payment. ****** needs address this issue for last time and not repeat it again.
Customer Answer
Date: 11/25/2024
Faith **********
Initial Complaint
Date:10/04/2024
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 $1,800 washer and dryer online from Costco and had arranged to have Costco move my existing Beko compact washer and vented dryer to a different area, NOT to have them dispose of them. The contractor(RX)) used by Costco for the delivery destroyed our existing, nearly new washer and dryer that were still under warranty. The contractor nor Costco is taking responsibility but rather leaving it up to us to deal with a subcontractor. The subcontractor is trying to "replace" our nearly new washer and dryer with scratch and dent **************************** Up used appliances with no warranty. Very unprofessional and at this point the subcontractor has become hostile about my unwillingness to accept their offer of used/untested appliances without warranty. (It will cost me about $2,000 to replace them with equivalent items to those destroyed). Costco has been of no help nor has RXO. This has been going on since August 1 and we were going to use the Beko appliances in a high end apartment that we rent out ... can't rent it out without the appliances. Beyond frustrating.
Business Response
Date: 10/15/2024
Costco has called the member, left a voicemail and email to let them know we will make sure RXO remains in contact with them. The damage was done through RXO and thus RXO for legal purposes will need to be held liable and have their claims team work with the member to a resolve. At this time Costco is unable to assist in the claim process itself.

Customer Answer
Date: 11/01/2024
this case has not been resolved. Costco has been in touch with me by email, they are of the opinion that ***, the delivery company they contracted, is ultimately responsible for coming up with a resolution. We have not had any contact in the last two weeks from *** and no resolution in sight. I believe you know that we also registered a complaint with BBB regarding RXO. They have been unresponsive.

Thank you for following up
**** ****
Business Response
Date: 11/05/2024
*** has reached out to the member and they have accepted a reimbursement for the haulaways that were taken in error. A release form is being emailed to the member, once the release has been returned the reimbursement will be issued to the member. This has been resolved.

Customer Answer
Date: 11/05/2024

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:08/20/2024
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.
Date:of purchase 01-25-2024 Costco online purchase ******* 65 class CU000D Series 4K ****** $531.00 2 year warranty ****** came defective. It is a 2023 year make. The black thick line appears in the middle of the screen. I have been without a TV for 3 weeks. I have been reaching out to Costco online support tech and ******* support tech for about 3 weeks now and they are tossing each the issue back and forth. Service Quick is also involved hired by ******* and in the 3 attempts to fix the TV have failed. I told them they need to replace or give me a refund. They have dissected the TV and changed the screen. Now a second black line is now forming .Not fixed. Still the line down the center of the screen. I have images of defective TV and text messages from Service Quick and Costco email conversations. 1800-******* P/care.com/r/FolyVeOcV Servicequick.com/to
Business Response
Date: 08/22/2024
Thank you for contacting Costco Wholesale Corporation. We appreciate the opportunity to respond to your inquiry. The Costco Technical and **************************** Team has reviewed our valued member's complaint regarding their ****************** concerns. Costco has received confirmation that the TV in question has been repaired and is currently in good working order. We apologize for any inconvenience our valued member may have experienced.
Initial Complaint
Date:08/16/2024
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 am writing to formally lodge a complaint regarding an ** refrigerator that I purchased from Costco. Since acquiring the appliance, I have encountered numerous issues, including consistent malfunctions and performance problems. Despite multiple attempts to resolve these issues through **s authorized service, the situation has not improved. In fact, during the most recent service attempt, the technician actually caused further damage to the refrigerator, leaving it completely non-functional.Given the persistent issues and the deterioration of the appliance after the last service, I have lost all confidence in ** products. I approached Costco, where I purchased the refrigerator, to request a refund due to the ongoing problems and the failure to resolve them. However, Costco has only offered an exchange and has refused to provide a refund.My expectations from both ** and Costco were not met. I believe that after multiple failures, a refund is justified rather than continuing to exchange faulty products. I feel trapped with a brand that I no longer trust, and I am seeking the BBB's assistance to resolve this matter fairly.I am requesting a full refund for the ** refrigerator, as the ongoing issues and poor service have rendered the product unusable, and I no longer have confidence in **s ability to provide a reliable appliance.
Business Response
Date: 08/20/2024
Thank you for contacting Costco Wholesale Corporation. We appreciate the opportunity to respond to your inquiry. The Costco Technical and **************************** Team has reviewed our valued member's complaint regarding their ** refrigerator concerns. Costco is currently working with ** in order to provide some different options to our member. We apologize for any inconvenience our valued member may have experienced.
Initial Complaint
Date:08/15/2024
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 tinted eyeglass lenses in 2017, took them back because defective within weeks, but while in store defect cannot be seen. realized can only be seen outside..took them back and costco now admits they are in fact defective. because it took so long to prove the defect.had to take costco employee outside to see defect. they will not replace.they agreed defective at time of purchase, but would not take responsibility and remake them.defective medical devicesold defective medical device to disabled person.scumbags
Business Response
Date: 08/21/2024
The GM from warehouse #*** along with the *** and others have made several efforts to reach the member. To date the member has not responded to any of our attempts. Thank you
Initial Complaint
Date:07/16/2024
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.
Bought a washing machine from Costco.com three years ago with the extended warranty.Then decided I want to return it so called them to let them know. Then, I canceled the return. The machine never left my house, and Ive had it ever since.Now the machine needs service and I find out now that they canceled the extended warranty before I actually returned the machine, based on my intention to return it. But then when I told them Im actually keeping it, they never reinstated it. I never asked to cancel the warranty. So I didnt know I had to ask them to reinstate it. (I dont even know if they would at that point because the warranty must be purchased the same day the machine is bought and if canceled can never be reinstated.This is a terrible policy on costcos end to cancel a warranty before it actually leaves the customers house. And if they did it on their own accord they should have also reinstated it. Now I have to pay close to 600$ to fix this machine. Which I always thought I had a warranty for.
Business Response
Date: 07/24/2024
Costco is actively seeking a resolution for this case. Thank you for your patience!
Business Response
Date: 07/25/2024
The member has been compensated towards the repairs of the washer. Because the member is still having problems with the item they have decided to purchase another unit. Costco considered this complaint resolved.
Initial Complaint
Date:07/12/2024
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 online order on 7/1 evening with an estimated arrival on 7/8. However on 7/3 the tracking indicated delivery on 7/5 while I would be traveling out of town. I called Costco to push out the *** delivery and the agent (*******) mentioned that they cannot. I was assured that the delivery needed signature and in absence of anyone at home *** would leave a note at my door and attempt to deliver again. However when I got back after the long weekend, tracking showed it was delivered. I contacted Costco and the agent ******* initiated a return and replacement on 7/7. I got an email form Costco that a replacement request was confirmed and I would get a new order soon On 7/8 evening I checked on the status of the replacement and was told by ***** that the previous agent was new and did not process the replacement correctly. After a brief hold I was informed that their team had authorized a full refund of the order and it would be processed next morning with a ***imum 1 business day for refund. Meanwhile I placed another order for the same item but at a $100 higher price as the promo had ended. I was assured they would reimburse the additional cost after the product was shipped On 7/9 evening I was informed by Jmin that the refund was processing and would take a *** up to 7/12. I reminded him that I was out a large amount twice on my credit card and I cannot afford waiting long On 7/12 I had received the $100 reimbursement but not the original order refund. I spoke to ***** and was informed that the previous agents were new and had misinformed me. Although refund was authorized, Costco needed 3~7 business days to investigate the product loss.I have followed up multiple times and each agent mentioned that the previous agent was new and misinformed me. I am out a large amount twice for an order. No supervisor was available to take responsibility and make good on their commitment. Requesting immediate refund; credit card outstanding balance high and impacts me
Business Response
Date: 07/17/2024
Costco states the refund has been moved to credit. The member should receive this within 3/5 days.
Initial Complaint
Date:06/17/2024
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 sold me a refrigerator that has stopped working 5 times which ruined all of the food. A Costco rep said that after 3 repairs that the Whirlpool refrigerator would be considered a lemon and be replaced I have documentation showing repairs on 7/17/23, 8/6/24, 10/8/23, 10/16/23, 12/11/23, 5/18/24. I want Costco to take the refrigerator back and refund the purchase price. I have many emails from Costco ********* services with no resolution. The warranty will run out on July 22, 2024 and this refrigerator once repaired only works for a short period.
Business Response
Date: 06/18/2024
The Costco Technical and **************************** Team has reviewed the member's complaint regarding their Whirlpool Refrigerator concerns. At this time Costco is working with the manufacturer and our the member to confirm all existing case notes regarding this unit. We apologize for any inconvenience the member may have experienced.
Initial Complaint
Date:06/13/2024
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 am writing to formally lodge a complaint against Costco regarding an issue that occurred during a recent delivery of a mattress to my home on May 25, 2024, at 11:00 AM EST. On the mentioned date, I received a mattress delivery from Costco. Unfortunately, during the process of moving the mattress into my home, the delivery personnel accidentally caused significant damage to the wall of my brand new house. The incident resulted in noticeable paint damage and scratches on the wall, which will require professional repair to restore it to its original condition. I have documented the damage with pictures and videos, which I have sent to Costco. Despite my efforts, which included more than three phone calls explaining the situation, I have not received any resolution or assistance from Costco as of now. I am seeking assistance from the BBB in resolving this matter. Specifically, I would like Costco to take responsibility for the damages caused and cover the costs for professional repair of the wall.claim: 240525-020202 Member Name: **** **** Law Member Address: *************************, *******, ** Member Zip: ***** Member Email: ***************** Daytime Phone: ************** Member Number: ************ Order Info:Date of Delivery: 2024-05-25 Order Number (OMS): ********** PO Number (High Jump):20620118 Item Number: ******* Item Description: ****** FIRM **** ***** MATTRESS P=4 MDO Name: ********************: RXO Last Mile - OON
Business Response
Date: 06/26/2024
Costco has resolved the outstanding damage claim. Costco will process financial compensation and the member will take responsibility to correct the damages independently.
We believe this compensation is fair and it reflects our commitment to resolving this matter satisfactory. The member is aware of the compensation method and timeframe.
Initial Complaint
Date:06/12/2024
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 am writing to urgently request assistance regarding claim #******-036064, involving significant property and automobile damage caused by Costcos delivery team. I recently purchased a newly built home and a brand-new 2024 model vehicle, as well as several appliances from Costco, all of which sustained damage during the delivery process. After countless delays and no-shows from the install team and over 30 hours of waiting at home. The inexperienced delivery team, consisting of a new lead and a second-day helper, arrived late and caused extensive damage to my property. They scratched floors, and the front door, and mishandled the appliances, resulting in a malfunctioning, improperly installed range, and a leaking refrigerator. Moreover, the lead driver, after departing, returned approximately 1hr later to confess that he had collided with our nearly new vehicle while maneuvering, extensively damaging it. This incident was acknowledged in the presence of witnesses and a Costco representative. Despite these acknowledgments, my numerous attempts to address and resolve these issues which have all been documented have been met with evasion and a lack of accountability from Costco. On 6/11/24, when I managed to speak with a representativewho had only just received the claim minutes priorI was confronted with questions that seemed designed to shift blame onto me, raising concerns about the necessity of legal representation. Given the egregious nature of these damages and the critical role of the damaged vehicle for our family of seven, I find the lack of urgency and accountability from Costco to be unacceptable. The subcontracting of this work does not absolve Costco of responsibility for the considerable distress and inconvenience caused to my family. I am requesting that this case be prioritized for review and resolution. I urge a callback to discuss how these significant issues can be addressed promptly. Thank you for your immediate attention to these grave concerns
Business Response
Date: 06/14/2024
The carrier confirmed that they reached out to the member to follow up on this BBB escalation. The member confirmed he escalated because he felt the claim would be denied after speaking with the adjuster from the insurance company. However, the claim is still under review. We will provide further updates as they are available from the insurance company regarding the claim.
Customer Answer
Date: 06/14/2024

Complaint: 21839380

I am rejecting this response because it is not factual and does not align with the reason I reported the issue to the BBB. The claim was initiated on 5/30/24 following a confession by the driver, who admitted to damaging the vehicle in front of several witnesses after initially fleeing the scene. As of today, the issue remains unresolved. The only reason they reached out was in response to my complaint filed with the BBB. I lodged the complaint because Costco made a significant error and has since failed to take appropriate action to rectify it, instead choosing to pass the responsibility and absolve themselves of any wrongdoing. I am now left with a damaged home that is a new-build closed on 5/23/24 and a brand new 2024 vehicle that is undrivable with it being the main transportation for a family of seven, with the insurance company attempting to shift liability onto me. No attempt has been made by Costco to expedite this situation even after countless hours and calls to Costco. Costco has not made any efforts to expedite the resolution of this situation, despite my countless hours and calls to the company. ****** sending an email to the company to which you have delegated responsibility does not constitute a genuine effort to expedite or address the severe nature of the issue.

Sincerely,

***********************
Business Response
Date: 06/27/2024
Since this is now an insurance claim, Costco has to allow the insurance company time to resolve this claim at their discretion. The Costco claims department and escalations team are both working together to ensure that the insurance company is moving forward with this claim in a timely manner. We understand how frustrating and inconvenient this situation is for our member and we are doing everything we can to speed the process along. However, a claim of this size will take time to resolve. As of yesterday 6/26, Costco confirmed with the insurance adjuster that they are waiting for the estimates from the member in order to proceed with settling this claim since they have already accepted liability. Once the estimates are received, we can move forward with closing out this claim.

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