Complaints

This profile includes complaints for Costco's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Costco

  999 Lake Dr Ste 200 Issaquah, WA 98027-8982

• 

  Costco

  7850 SW Dartmouth St Tigard, OR 97223-8401

• 

  Costco

  4401 4th Ave S Seattle, WA 98134-2389

• 

  Costco Wholesale

  2431 N Germantown Pkwy Cordova, TN 38016-4494

• 

  Costco

  6275 Naples Blvd Naples, FL 34109-2030

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:08/15/2023

  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.

  I placed an order (#**********) with Costco on 8/2/2023 for a ** 4.5 cu. ft. Smart Front Load Washer with Turbo Wash 360 and 7.4 cu. ft. ELECTRIC Dryer with AI Sensor Dry and Turbo Steam, in Graphite Steel Item *******. I was able to schedule delivery and installation on 8/8/2023. Unfortunately, my brand-new dryer arrived with a huge dent on the side. I refused delivery and had both the dryer and washer sent back for a replacement to be processed. The driver notified Costco right away and I received a call from Costco that they would process a replacement by notifying their resolutions team. This is where things started to go downhill.On 8/9/2023, I was notified by email, not by a phone call, as I stated was my preference with the representatives, I spoke with on 8/8/2023. A replacement order (#**********) was placed by the Costco resolutions team, but only for a dryer (Item *******), not for the dryer and washer set that I purchased. The delivery date was also scheduled too far out, on 8/19/2023. I called customer service once again, they stated that they would be able to contact the Costco resolutions and request to include the washer, but the projected date of delivery would be 8/19/2023. I asked for the full refund and to cancel the order, because if I placed a new order within Costcos website, I would be able to receive delivery on 8/14/2023. A refund was processed.On 8/9/2023, I placed a new order (#**********) on Costco.com for a ** 4.5 cu. ft. Smart Front Load Washer with Turbo Wash 360 and 7.4 cu. ft. ELECTRIC Dryer with AI Sensor Dry and Turbo Steam, in Graphite Steel Item *******. I scheduled delivery for 8/14/2023. I received a call on 8/14/2023 at 7:24am from Costco Logistics that the delivery of my washer/dryer set was scheduled between 2:00pm-3:00pm. At 3:44pm I had not heard or received delivery of my ** washer/dryer set. I called the number that called me that morning and they said they would arrive in 2 minutes. The driver arrived, rang my doorbell and knocked on my door. I answered the door and the delivery person asked to see where my dryer and washer would be placed. The delivery person did not even offer to take off his shoes, which most delivery people do. I escorted him to the third-floor laundry closet. Already, by the delivery persons facial expression, I could tell he did not want to haul away my old washer/dryer set and install the new washer/dryer set. Without even pulling out my old washer/dryer, the delivery person stated he would need an extended washer hose. He asked me if Costco told me that beforehand. I told him this was the second time Costco had been out to my house. The first time my order was damaged upon arrival. The first set of delivery people inspected my laundry room and did not bring up any issues with needing an extended hose. Mind you, I already have a washer/dryer set that is working, so why would he not be able to just install a new set within the same closet with the existing connections. Then he asked what kind of plug I have behind the machines, mind you my home is only 4 years old, and the machines are also 4 years old, so all the outlets are current and up-to-date. I stated Costco advertises basic haul away and installation with needed equipment provided. I asked if he had the proper equipment. He said no, I told him he needed to contact Costco and resolve the issue. The delivery person stated it was not in his paperwork that this was a stacked washer/dryer install, either. I do not know what difference it makes, since this is a stackable washer/dryer set. I even purchased a compatible stacking kit incase the delivery people did not bring one. I told the delivery person I can go across the street to the ********** (200 feet from my house) and purchase the extended washing machine hose he requested. He said he was not going to wait for me. The delivery person stated he is a third party that Costco hired. He took a few pictures and then he just said he couldnt do it and walked out within the 5 minutes he was in my home. I never received my new washer dryer set and never received installation. I was beyond upset at this incident.I called Costco right away, the representative, I spoke with rescheduled installation for 8/17/2023, but forgot to schedule delivery of my machines, as the driver took off with my washer/dryer set without delivering them. I was contact by another Costco Logistics representative to fix the issue and schedule delivery, installation, and haul away of my old machines on 8/17/2023. I requested to not have the same delivery team that came to my home on 8/14/2023, The Costco Logistics representative stated that she requested a senior team to handle my order on 8/17/2023, she also promised to reimburse all equipment cost (she told me to purchase them ahead of time just in case, even though Costco provides standard size hose connections) I purchased separately and provide me compensation once the order was completed on 8/17/2023. I request the following equipment purchased be reimbursed (receipts can be provided):1.8 foot washing machine drain hose: $15.50 2.Stainless steel 8 foot washing machine hose [email protected] totaling: $32.68 3.Stainless Steel Steam Dryer Kit: $28.40 4.Stacking kit: $39.98 Total equipment cost plus taxes:$123.55 I would also like a 10% discount on my order for the inconvenience it has caused me . I even rescheduled appointments I had on 8/14/2023 for this delivery. I also took two days off of work (8/8/2023 and 8/14/2023), now I have to take a third day off (8/17/2023) to wait for these deliveries.

  Business Response

  Date: 08/22/2023

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

  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:08/14/2023

  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.

  Dear Better Business Bureau,I hope this letter finds you well. I am writing to formally lodge a complaint against Costco regarding a deeply troubling incident that has occurred recently. As a longtime member of Costco, I have always held your company in high esteem for its commitment to customer satisfaction and ethical business practices. However, a recent experience has shattered my confidence in the company's operations and customer care.I discovered that an unauthorized booking for a Royal Caribbean trip had been made under my Costco account. To my surprise, this booking had occurred without my knowledge or consent. While I initially struggled to comprehend how this could have happened, I have come to suspect that my children might have inadvertently made this booking without realizing the implications. It's worth noting that I was not even available to travel on the dates in question due to a pre-existing trip scheduled to India during the same timeframe.Upon noticing the unauthorized booking, I promptly contacted Costco ************* to report the situation and request the immediate cancellation of the Royal Caribbean trip. The representative assured me that the booking would be canceled.Despite the cancellation of the Royal Caribbean trip, I have not received a full refund. Additionally, upon reviewing my bank statements, I noticed that a substantial amount has been charged to my account by ******************** for this unauthorized booking. This incident has caused considerable stress and inconvenience, and it is entirely contrary to the high standards of customer service that I have come to expect from Costco.I believe that my family's situation illustrates a breakdown in the customer verification process and security measures in place when making travel bookings through Costco. While I understand that mistakes can occur, it is deeply concerning that unauthorized transactions could happen, putting my personal and financial information at risk.In light of the above, I am requesting the following actions:A full refund of the charged amount for the unauthorized Royal Caribbean trip booking.I hope that Costco takes this complaint seriously and addresses the issue promptly. As a loyal customer, I am disappointed by the lack of resolution and communication regarding this matter. I trust that the Better Business Bureau will assist in facilitating a resolution that is fair and satisfactory to all parties involved.Thank you for your attention to this matter. I am looking forward to a swift resolution and a renewed sense of confidence in the Costco brand.Sincerely,

  Business Response

  Date: 08/16/2023

  Costco will reach out to ************************* and begin working his claim immediately.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20467656
  
  I am rejecting this response because: Costco failed to resolve the problem and did not offer either a complete refund or a commitment to do so.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/28/2023

  At this time, Costco stands by our previous response

  Business Response

  Date: 08/28/2023

  Costco was able to assist with a partial refund from Royal Caribbean. Despite our efforts, Royal Caribbean refused our request to waive the member's penalties. Unfortunately, there is no further action Costco can take regarding this claim

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20467656
  
  I am rejecting this response because:

  Problem is still not resolved.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/13/2023

  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 recently bought a Costco membership. With it, I got a $40 off coupon for online orders. I spent hours trying to find enough items to put in my cart to meet the coupon order requirement. One of the items showed it was there was only one left in stock. The next day, ***** e-mailed me that it canceled the whole order without my permission. Since Costco won't allow me to place an online order, it can just mail me a check for the $40 for the coupon. Order: **********

  Business Response

  Date: 08/16/2023

  Costco has advised ******************** that in this instance we can provide a new code for him allowing him to meet the terms and conditions of the promotion.
  
  

• Initial Complaint

  Date:08/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am receiving NUMEROUS emails from this company.1. You are to immediately cease sending emails (within 24 hours)2. You are to disclose where/when/who and the ** address where you obtained my information 3. You are to COMPLETELY and IMMEDIATELY delete ALL my records 4. You are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to.Any further emails received after this complaint was filed, you agree to make a payment of $1000 per email received, for my services of "spam removal", via **** money order.I will accept NO other response than what is stated above.

  Business Response

  Date: 08/14/2023

  The email this customer included is not a ******************** email,  but appears as spam from someone else. Per customer request, we will not be reaching out to make contact.

  Business Response

  Date: 08/21/2023

  Costco has reviewed ******'s request with supporting departments and can confirm that we do not have a record we are sending any surveys, or soliciting emails. 
  We have confirmed ****** has never placed an order with Costco.com, meaning we are also not seeing order information to ******. We have informed the member these are phishing/ scams and 
  we do not have any control over them. Costco will not be offering any compensation. At this time Costco will move to close this case.

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20461990
  
  I am rejecting this response because:

   

  the emails CLEARLY stated they were from costco, furthermore, it CLEARLY stated in my complaint, that **ANY** further emails, there is a charge of $1000 per email received, costco, YET AGAIN sent me a email, dis-regarding my request to STOP SENDING ME EMAILS, therefore, as per the agreement, they owe me $1000 per terms of the complaint. This MUST be received ASAP via **** money order. I find it amazing, that a complaint was filed regarding emails, and they respond with a email directly in line with what I was complaining about.
  

  "Regarding Costco.Com Service Request Number 230821-033446
  
  Response By Email (08/21/2023 03:26 PM)
  Good Afternoon ******,
  
  My name is *****, and I am assisting the Executive Escalations Team. I am reaching out to you regarding Costco.Com Service Request Number 230821-033446. I sincerely apologize for the inconvenience this has caused you. I wanted to again re-advise Costco is not nor is Costco's partners sending email advertisements and or offers. At this time I am going to move forward with closing this regarding Costco.Com Service Request Number 230821-033446. However; if you have images, and or proof of the emails coming directly from Costco.com, please reply to this email or call ************** to re-open this request. Thank you for your time, patience, and for allowing us to assist you.
  
  Thank you,
  
  **************
  Executive Escalations Team
  Costco Wholesale | ************** Center
  Phone: ************
  Office Hours: Monday-Friday 10:30am - 7pm PST. Off Saturday & Sunday."

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/11/2023

  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 have recently was contacted from an advertisement on redoing my two bath tubs from One day. I contacted Costco on this as I have had a couple of bids from contractors recently. Anyways I had the meeting and I was a little confused, and waited it out and I said ok as my wife was in another room watching her shows. My wife trusts me and I let her down. She is virtually disabled from a stroke and unfortunetly I am a disabled vet that takes medication that makes my thoughts to not so quick, but catches up later on. I signed the papers and then a couple of days after I never had a real hard copy. The total cost is $28,260.38 and I was told I had to put 20% down, so I put $6000 on my costco credit. Anyways after this I tried numerious time to call and email Costco customer service as the total price of this is ridiculous as this is a total gut job on my home. I will attach the email as I never received any contact from Costco customer order, and I expected ******************** to oversee every contract to make sure customers are treated fairly, and justly. This is not the case:Costco Special Order Installation - Bathroom remodel Response By Email(07/30/2023 02:10 PM)Good Afternoon *******,My name is ******, and I am with Costco's Special Order Kiosk Resolution Team. I hope you are doing well.Based upon your initial contact with our Costco customer service staff, we understand that you would like to cancel your Bathroom Remodel project. We sincerely apologize for any inconvenience this may have caused. Regrettably, purchases through the Costco ************************ are custom product installations, and are outside of our "standard" return policy. Therefore they cannot be returned or refunded after the expiration of the right to cancel period as listed on the cancellation page of their contract. All of our members sign and acknowledge this prior to any work taking place on their Costco purchase order form provided by their dealer. We sincerely apologize for any inconvenience caused.We are addressing your concerns further with the dealer; and will follow up with both you and them. Thank you in advance for your patience as well as allowing us the opportunity to assist. At this time we will continue to monitor this order until we receive confirmation either from you or the Dealer that this issue has been addressed.Please advise us of your preferred method of contact, email or phone, and we will reach out to you as soon as possible.Thank you in advance for your patience as well as giving us the opportunity to assist.If there is anything else that we can assist you with, please reply to this email and we will be glad to help.*********,****************Special Order Kiosk Resolution Team Costco ****** Services Center | ************** www.costco.com Chat By Chat(07/28/2023 02:25 PM)****** B: Thank you for choosing Costco! My name is ************** - I'm reviewing your request and will be with you in just a moment.*************************: Hello!*************************: ******ship#: ************ Project Address: **** W **** S Type of ************************* Date of Purchase: 07-18-23 ****** Name: ********************* for Calling: Cancel the work order ****** B: One moment **************: The member would have received paperwork that has instructions on their 3 day right to cancel. Can you please ask the member if they remember receiving this?****** B: You can also send up the ticket to the *** team and we can reach out to the dealer to confirm if they received the members cancellation notice.****** B: There should be instructions in their paperwork on how to submit a cancel request and how long they have to do that.*************************: The member just received the paperwork today *************************: the 3 days have passed **************: I see. They can still submit the cancellation request since they just received the paperwork today. Send up your ticket and note Lead/Invoice #******* in your notes. Advise the member we will reach out in 1-2 business days.**************: I would advise the member to submit the cancel request asap.****** B: is there anything else I can help you with?*************************: no thank you System: Concluded by Agent Pleasetell uswhat you think about your interaction with our Costco.com representative.Service Request # ******-023028 Date Created: 07/28/2023 02:18 PM Date Last Updated: 07/30/2023 02:10 PM I wanted to cancel this but was told I was over my 3 day limit. This is wrong and need to get my install reduces as I think they wanted a 20% upfront to hide the actual cost of the install. This would of been around the 22K+, so maybe this would not put up any red flags. My total purchase for two normal baths is $28,260.38 before I put 6K on my Costco card. I would like this reviewed as I believe this is way overpriced, and they are thriving on the disabled.

  Business Response

  Date: 08/17/2023

  Costco is in contact with this Member and understands what they are requesting. Costco is working on a resolution that is amicable for all parties and will ensure the Member is taken care of.
  
  

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20459440
  
  I am rejecting this response because:  I did get a phone call today as we discussed the issue at hand.  I informed him what has happened is not acceptable as the price is overinflated, as I am only getting the bottom line of material as it is the cheapest, with no added fluff except 2 grab bars in both bath/shower and a soap dish.  All for you today a remarkable price of $28,500.  I informed him nothing has happened and my install is All standard size as this was explained to me from the person who came to my home to measure it.  She also infomed me one on the bath materials was in the warehouse the same day as she got back to the office, as this is the standard size.  So they either cut the price $6000. or cancel the install all together as the finance company they use wants me to make a payment which I need to get resolved quickly as I will not let my credit get damaged.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/29/2023

  Costco has worked together with the Member to take care of them and come to an amicable resolution.
  
  

  Customer Answer

  Date: 08/29/2023

   
  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:08/11/2023

  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 ordered contacts from them bc I was away and needed desperately bc I couldnt see. I had ordered in past And received in timely manner. This time no, it had been 5 days I sent script and doc info and nothing about confirmation. They wasted my time and when I placed order with **** contacts they received and shipped next day without expedited. I called up and keep getting run around that it was approved and will be shipped but no confirmation. I requested it be expedited shipping and was told they would put must ship today but still nothing. They need to send overnight delivery for this mix up and waste of time and leading me on.

  Business Response

  Date: 08/15/2023

  Costco has reached out to Ms. *******, to confirm her contacts were delivered on 8/14, and resolve any remaining issues. We are waiting on her response. 
  
  

  Business Response

  Date: 08/15/2023

  Costco has reached out to Ms. *******, to confirm her contacts were delivered on 8/14, and resolve any remaining issues. We are waiting on her response. 
  
  

• Initial Complaint

  Date:08/10/2023

  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.

  One of your employees harassed me and caused me to drop my drink I had just bought and didnt even apologize He literally stepped in front of me ( which as a woman when a man approaches her this way its seen as aggressive) and demanded to see my Costco card even though I was walking to the self checkout and he could have waited till I set my stuff down. This was at self checkout and the other MEN around me werent stopped and asked this - just me apparently which is also concerning and not ok Then when I dropped my drink and spilled it he didnt apologize or anything he just walked away from me and didnt care at all I was very embarrassed And when I tried to ask the manager for reimbursement she was just like well I can give you a drink here I guess . Which no there was not a drink here that fit my dietary restrictions- she didnt care after that either and I had to press her to get info on corporate. She didnt even give me the right number This was at the ******* , ** location I want an apology an reimbursement for my drink

  Business Response

  Date: 08/21/2023

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

  Business Response

  Date: 08/24/2023

  My name is *****************, I am one of the Assistant General Manager's at the ******* Costco.  I have tried to contact ************************* regarding an experience she had at our warehouse.  I used the number that was on the BBB that I was sent and could not reach her through the given number.  We would like to speak with you directly regarding this matter.  I would ask that you contact the warehouse at ************** and ask for me.  Thank you.

  Customer Answer

  Date: 09/01/2023

  I have not gotten any phone calls or messages . Have the manager message me in email and / or leave a voicemail 

  Business Response

  Date: 09/20/2023

  My name is *****************, I am one of the Assistant General Manager's at the ******* Costco.  I have tried to contact ************************* regarding an experience she had at our warehouse.  I used the number that was on the BBB that I was sent and could not reach her through the given number.  We would like to speak with you directly regarding this matter.  I would ask that you contact the warehouse at ************** and ask for me.  Thank you.

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two items off Costco.com web site. I didn't receive the items. I called Costco to let them know on 1/6/2023 and they started to refund the money. I was told by the first agent to dispute the charges with my credit card as well and to open a claim with **** I did dispute the charges with my credit card and sent Costco a copy of the dispute with *** claim. Costco suspended my membership with them and asked for a police report. I went to *************************** and they gave me an incident number. I did email Costco with the incident number, police officer who took the report and their phone number. Costco still harassing me and now they are threatening to report me to collection. I keep telling them they need to follow with *** since that is what they told me they ship with and they are barking under the wrong tree. Costco fails to show any proof where their package was delivered. I didn't receive the items and I didn't sign anything to show any delivery was done. I want Costco to remove the charges on my account and to activate my membership again.

  Business Response

  Date: 08/21/2023

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

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20454235
  
  I am rejecting this response because:
  I didnt receive the item and Costs assumed I received it and they are willing to mess up my credit for something I have no hand in it.  Isnt it the law that u are innocents until proven guilty?!!
  Sincerely,
  
  **********************************

  Business Response

  Date: 08/31/2023

  We are not assuming the member received the item. We are simply stating that the *** investigation was closed with proof of delivery. Hence the reason we asked the same as we do of all members in similar circumstances. We request a police report showing claim of suspected package theft.
  
  We do not find this to be an unreasonable request. Most often the member is able to file this online. We are simply asking for a copy of the final report.
  
  The members rejection statement does not align with what we are requesting.
  
  

• Initial Complaint

  Date:08/10/2023

  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.

  We paid $6,290.23 for a trip to ***** (attached booking)The trip was fabulous but Costco had booked us *************** connecting flights back home on July 14. ****** to ***************** to ******. *************** flight to ****** was late and we missed our connection. Then, *************** cancelled two flights we had auto re-booked with them the next two days - July 15 and 16. I even called Costco during the trip and said said to allow *************** to continue re-booking and that they couldn't help at that time. We finally got home on Monday, July 17, after 25 hours of travel and layovers. I missed a day of work that cost me over $640. Our total costs including the $640 that we are out of pocket is over $2,600. BA won't allow us to apply for a claim through them as it was all booked via Costco. I filed an 'inquiry' with Costco as that's the only recourse and no phone number to assist. They state it will take THREE MONTHS! to contact us about this claim! That's outrageous! We need that money returned to us!

  Business Response

  Date: 08/14/2023

  Costco worked with ******* this morning. Due to the nature of the concern/compliant, ******* will have to work directly with the airlines for the out-of-pocket expenses he incurred.
  
  

  Customer Answer

  Date: 08/21/2023

  This complaint shouldn't be closed.  I've followed your process.  The claim hasn't been resolved.  Please re-open.
  

• Initial Complaint

  Date:08/10/2023

  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 order a new fridge with Costco ** **** Fridge for ******* include additional 3 years warranty.( I have family of 6 people and one fridge is not enough.) Include delivery, basic installation and haul away. My fridge that 4 years old was moved to garage and the way it was moved it was never back to working condition. When installers was put new or old fridge they remove parts so both fridges not be that heave, they also drip the side of the fridge on the ground outside so the kids come out from the rooms. That was July 1, so after 5 hours I call and open a claim, also next morning we have to throw away all frozen food due to new fridge was not ready to freeze and people should let us know that it will take 12 hours for freezer to start working. Before the 4th of July weekend I have to go a spend additional ****** again on the frozen food, also I bought another fridge for garage. I call to Costco 5 times and they put all this to Carrier *********** did not pay to Carrier *********** make my payments to Costco and would like Costco to take care of my claim, RXO Logistic not responding and absolutely not professional.I would like to get my money back for the fridge that has been broken the Model # RF30KMEDBSR and also additional money for the food that I have to throu away, this is not that kind of service I expect from Costco. I ve been they are customer since **** when they Open in ********

  Business Response

  Date: 08/23/2023

  The Delivery Carrier (RXO) has officially put *****'s claim back under review. We are currently monitoring a response for when they conclude their investigation for the claim.