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

  3130 Killdeer Ave SE Albany, OR 97322-5359

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  Costco Wholesale

  2820 Independence Dr Livermore, CA 94551-7628

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  Costco Wholesale

  1205 Memorial Pkwy NW Huntsville, AL 35801-5930

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  Costco

  98 Seaboard Ln Brentwood, TN 37027-2930

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:10/22/2023

  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.

  costco has not made good on delivery of appliance purchased on costco.com. In fact their delivery attempts have come up short and wasted my time.Costco has made 4 attempts for delivery and has come up short. Each time we had had to stay home to accept the delivery, move furniture and empty the refrigerator and each time they left, we had mop the floor, move the furniture back and re-stock the refrigerator.My wife's and my time is just as valuable to us as is costco's time and money.costco **************** has lost its luster and so does its delivery.In addition to delivery, I want costco to reimburse us for our time

  Business Response

  Date: 10/26/2023

  Costco is working with the member to resolve this as soon as possible. 

  Business Response

  Date: 10/26/2023

  Costco will be swapping out a damaged fridge for a new fridge.

  Customer Answer

  Date: 10/26/2023

  True, costco is working to resolve the delivery problems.

  The delivery has not been received as of yet. The delivery is scheduled for Saturday, 10/28/23, not on Thursday as stated in the complaint response. The date of delivery must be reset to the actual date of delivery without incidence.

  Costco cannot pickup the current refrigerator without delivering a replacement. 

   

  Business Response

  Date: 10/31/2023

  The delivery has been completed and the member agreed all went well. There are 2 replacement pieces that our Warranty Team is working on replacing for him through the vendor. Costco will continue to work with the member to ensure all matters have been resolved.

  Customer Answer

  Date: 11/01/2023

   
  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:10/21/2023

  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.

  I bought a high- end ** washer-dryer from Costco in January 2022 (Order #*********). CostCo offered an additional 1 year warranty on top of the manaufacturer's one year warranty when I bought this. Last 6 months or so, we noticed that the pain on the dryers opening is peeling off. ** advertised this as something latest and I believed it is a good and reliable brand. Apparently, it seems it is not. I contacted ** initially and they said they will not take care of it since it is over 1 year. I reached out to Costco. Costco contacted ** and replied, it is cosmetic, and warranty does not cover that. I reviewed the warranty information provided by **. I observed the following in the warranty information.1. No mention of cosmetic issues 2. No mention about peeling of paint is not covered by the warranty 3. There is nothing in the sections including 'what is not covered' section says peeling of paint is not covered.This is a manufacturing defect ** does not want to own. CostCo is not taking ownership to protect its loyal customers.If this is the case with CostCo, I lost confidence in their warranty and how they protect me when I have an issue with what I buy from them.I lost trust in ** also now. They are pushing cheap products at higher price to people like to through advertisement. I heard good about CostCo saying that they carry good quality products and take care of customers. Unfortunately, this experience is contradictory to that belief..I bought this as a Christmas gift to my wife as a surprise gift since ** advertised like this is the latest and greatest in Washer-Dryer. Now, everytime, we do laundry, the peeling paint is looking at us and we feel like we were deceived by ** on the quality of the product and CostCo on the promise of 1 year extra warranty.

  Business Response

  Date: 10/23/2023

  The Costco Technical and **************************** Team has reviewed our valued member's complaint regarding their LG washer-dryer concerns. Costco will ensure the member is contacted and further assisted as necessary. Costco will review all available options to assist under the warranty. We apologize for any inconvenience our valued customer may have experienced.
  
  

• Initial Complaint

  Date:10/18/2023

  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: Request for Fair Treatment Under Tire Warranty I have been a loyal Costco member for years, and I have always valued the quality and service provided by your company. However, I am writing to you today with a concern regarding a recent experience at one of your tire centers.In 2020, I purchased a set of four tires from Costco, a reputable brand (ULTRA HIGH PERFORMANCE), for which I paid $571.75 (order number *********). As advised, I regularly rotated the tires to ensure even wear. The tires came with a ******-mile warranty. However, after only three years and less than ****** miles of usage, I was informed that all four tires needed to be replaced. Despite being under half the promised mileage, the pro-rata warranty entitled me to a 54% discount on the same tires. Given the significant price increase of these tires over the past three years, the cost of replacing them is above $400. Additionally, since I currently use my partner's membership, I would need to purchase a new membership card for around $50, bringing my total cost to $450.My primary concern here is the value proposition that the warranty offers. If the new set of tires exhibits the same wear pattern, I'll again need to replace them after another ****** miles. ********** I will have effectively paid more than $1,000 for ****** miles, rather than the $550,I understand that warranties often have conditions that are meant to protect both seller and buyer. However, it feels as though the warranty offers little to no protection for the consumer. While the pro-rata system seems to give a discount, the fact that the tires didn't last anywhere close to their promised lifespan nullifies any perceived benefit.Costco should re-evaluate this situation and consider providing a fairer resolution. Given the discrepancy between the promised lifespan of the tires and their actual performance, I believe that replacing the tires at no additional cost would be a justifiable and understanding gesture.

  Business Response

  Date: 10/23/2023

  Costco appreciates your suggestions regarding our tire warranties.  Certain tire warranties purchased at Costco are funded by the tire manufacturer and others are funded by Costco.  Costco's tire warranty terms are consistent with the terms of our tire manufacturers warranty terms.  The prorated warranty format provided credit for the unused part of the warranty and the consumer pays for the used part of the warranty.  Costco will honor the terms of the warranty as stated.  It is also important to note that a Costco Member is not allowed to share their membership with non-members.  

• Initial Complaint

  Date:10/18/2023

  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 sets of Kind size pillows (order **********). I received only 3. The shipping label states 3. However, it was said online that order was completed. I called customer service and they shipped a replacement. I received today two unmarked pillows in the totally random plastic bag from TV or some other electronics. Pillows were used. Not a single markings on the pillows or plastic bag!!! The quality of Costco online services are the lowest possible!!!

  Business Response

  Date: 10/19/2023

  Costco has reordered the pillows and advised the vendor of the issues.. We consider this issue resolved. 
  
  

• Initial Complaint

  Date:10/18/2023

  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.

  As millions of people do, I love and trust Costco and buy almost everything including everyday purchases for my family, kids, also **'s, computers from Costco. But nowadays, I am having terrible experience with Costco and so far no solution is provided after my several attempts and cry for help!I bought 75 ** for my family from Costco. Although I read some complaints in reviews about this specific model being turned on and off by itself, I thought it must be exceptions and since this was the best option in that price line, I bought it.But soon after I bought the *** exactly the same issues started to happen. I called and asked replacement and it was replaced, but even in the replacement *** the same problems started the happen and I called Costco again and asked them to replace, return or store credit the *** They told me that this time it should go to repair process and can be replaced only after if it cannot be repaired. So they asked me to call the number they gave me, since I am teaching whole day, I started to call the technician in my limited available times, After long trials to reach tme and contact. thechnicians asked me to send model numbers, some other information and some photos of the ** too, I believe to make sure that there is no external damage to the ***After this communications, I started to follow up and they kept on telling me that this problem is common on that specific brand and model of the **s and they ordered the part and will inform me as soon as they receive the part, After waiting for months they told me that they can come and replace the part but we could't find common time to do it in short period of time then they stop replying me. The ** just stayed in my basement for months, later again I called Costco and this time they said they can't do it anything, after insisting, they put me in the same repair process again but this time technician asked me if I am available next morning 8-9 am, when I said that I am not and offered him to come the other day, he stopped replying me and returned me after one week asking again exactly the same next day availability. when I told him, I can ask permission from my work and do it after two days and asked him if he can come on those days, his answer was literally, exactly "ok not available that time. available" and stopped communications again. This time I emailed Costco again with screen shots of our conversations expecting them to end this months long torture, but they said again no and continue with the same repair process in the same way.I am open any reasonable solution like replacement, refund or store credit which can allow me to buy new ** for my family.So I wonder, as loyal Costco costumers, how many more months should we wait for our replacement or repair issue to be done and how long should we be tortured just because we trust Costco and buy products from Costco expecting the strong promise and traditional costumer relationship of Costco to be fulfilled!!

  Business Response

  Date: 10/23/2023

  Costco's CTWS team is contacting the member and offering to replace their TV with a similar 2023 model we currently carry. 

• Initial Complaint

  Date:10/18/2023

  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.

  Membership number - ************ I purchased an Interstate Battery on 10/4/22, and 3 weeks ago I wanted to exchange the battery because it was leaking battery acid on top. I went to the Costco in ****** on **** Park Avenue to exchange the battery for a new one. I was told by the man there (**********) that I had to pay $10.78, and when I questioned this, he told me that batteries have not been free for exchange since 2019. The way he responded, you would think I had insulted his intelligence or something, when I was merely confused as to why I had to pay for something that I thought was a free exchange. Come to find out this wasn't even true since I saw that the new battery policy changed this year in July 2023.On my old invoice from 2022, no where in the warranty does it state that an exchange is prorated and that I would have to pay the difference. It only says I have to bring the old battery in in order to exchange. I believe that since I purchased the battery under the old warranty it should follow the old warranty that was offered when purchased.I would like at the minimum a refund of $10.78 returned to the original form of payment.

  Business Response

  Date: 10/20/2023

  Costco has contacted ********** to discuss their concerns. This issue will continue to be worked on.
  
  

  Customer Answer

  Date: 10/23/2023

   
  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:10/18/2023

  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.

  I have an order for 2 pieces 1oz gold bar, in costco.com,but I only received 1 package in time, another one delayed a week, and when I pick up in *** store and open it, nothing inside,so I asked Costco refund me 1 gold bar money, and I called police,I also got police report and send it to Costco, but Costco.com didnt refunded, then I dispute my credit card, and right now, Costco Chargeback Team ask me pay this money.

  Business Response

  Date: 10/26/2023

  Costco reached out to the member leaving a voicemail and an email letting the member know that the Chargeback on O#********** has been resolved.  

• Initial Complaint

  Date:10/13/2023

  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 became a Costco member over a month ago. ***** was the one who signed me up. She told me since I am a 1st responder I would get a $30 gift card and it would be emailed to me in a few days. A week had passed, and I still had not received the gift card. I called Costco customer service and I was told if I didn't receive it in another week to call back, so I waited approx 3 weeks and still nothing. I called,again, and was told that I needed to go to membership service because there was an issue. I went on Oct 13th and the same person, *****, who had signed me up, said she would talk to her manager. She came back and told me since I didn't do auto renewal for my membership to renew next year, I didn't quality for the giftcard. ***** NEVER told me that I had to do auto renewal to get the giftcard. She said she did, but she's lying! Why would I go through all this trouble to find out why I hadn't received it if this was the case?

  Business Response

  Date: 10/17/2023

  Costco reached out to the member and resolved the matter. We requested a new shop card be issued to the email address on file.  The member is happy with the resolution.

• Initial Complaint

  Date:10/13/2023

  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.

  It happened 10/12/23.First, I made a double reservation for a child's eye exam on Thursday and Friday and was going to ask him to decide which day was good. However, I received a text message from ***** a while later and was told to cancel one of them because there were two reservations, I was going to cancel my reservation on Friday, but I didn't feel good when I found out that my reservation on Friday had already been canceled. My son *** is in 12th grade in high school and he had a rugby practice today, but he canceled his rugby practice and went for an eye exam today, but on his way. I called because I thought I couldn't make it on time because there was a traffic jam. I left a voice mail because there was no one receiving it, but a few minutes later ***** called me. So, I said I would be about 10 minutes late, and she told me not to worry and to come, so I said okay, and I kept driving to Cosco and went in for an eye exam. I arrived at 3:05. When I checked in, ***** asked me why I came so late and told me to wait because my time ( It was 2:50 -3:10) had already passed and the person who made a reservation for 3:10 had to go in. I waited for almost an hour and I didnt see anyone sitting at the office, ***** and the other woman were chatting. So, I asked ***** how much longer I had to wait, and she told me to wait until the store closed. They said you can wait until the store closes and get an eye exam if there are any openings.If you don't want to wait, she said she would make a reservation for another day to come.It took me and *** an hour to drive 20 miles ( 40 miles back and forth) and the rugby practice that he couldnt go especially today, but I am so upset and angry that I wasted my time and money without getting an eye exam. I want to get compensation for the damage I suffered today.

  Business Response

  Date: 10/17/2023

  I called the Mission Valley warehouse and talked with a manager about Elodies issues.  The same Mission Valley Manager called me back and stated that she went to the optical department and talked with them about the incident with *******  They said that ****** did not want to wait the day they showed up for the original appointment.  The optical department was going to try and get them in but ****** left.  They had another appointment scheduled for her son and he did not show up for it.  The Optical Manager will reach back out to her.

   

• Initial Complaint

  Date:10/10/2023

  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.

  We bought a dishwasher in December 2021 from Costco. Costco hired a 3rd party to do the installation. Whether due to negligence or incompetence, the installation company did not build an airgap in our sink during the process. Apparently, when airgaps are not built, over the long term the motor will be damaged, which then causes the dishes not to be cleaned. When calling Costco, they said the 3rdparty installer (called Transmotion, they are local in *******************, **) needs to come out and resolve the issue. However, Transmotion has been dodging both myself and Costco, claiming the dishwasher is out of warranty when I clearly have a two year extended warranty, and refuse to come out.I have been on the phone with Costco for the past few months and called about 10 times. I am no closer having a working dishwasher. Costco has only shifted responsibilities and "next steps" from one department to the other, with no end date resolution in sight. Meanwhile, I am still handwashing dishes for a family of 6 on a daily basis with two infants and two elderly. This is a continuous time sink I can no longer afford. I understand mistakes happen during installation, however I expected much better from Costco in terms of a resolution process in place, and to solve customer issues in a much more timely manner. I also expected better the integrity of the companies they choose to work with as installers. My current status is waiting on costco department xyz to approve a replacement, with approval date in sight. However even if we get an replacement, it will likely be with the same ******************** which I don't trust. Resolution expectations: 1. I like to get the airgap installed ASAP, OR a replacement dishwasher ASAP, installed by a more trustworthy company.2. For Costco to re-evaluate working with another installer in ******************* instead of Transmotion, so victims like myself will not appear in the future.

  Business Response

  Date: 10/11/2023

  We have scheduled an appointment for our installation team to inspect the unit on 10/17, and have promised to install an air gap free of charge if that corrects the issue with the unit.