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

1,265 total complaints in the last 3 years.
22 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:10/05/2023
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.
Today 10-5-2023 I shopped at my local Costco to get groceries however what was meant to be a pleasant/peaceful experience for my family of 4 with my two little ones until I walked into the building when out of about 5 families we were solely pulled aside and asked for our Costco membership prior to even entering while 4 other families (of caucasian decent were not asked any questions. After being berated by the greeter for proof of membership we brushed it off and continued about our day. Which is easier said than done as we were repeatedly treated as a second class citizen because of my ethnicity as a Hispanic/latino family. The harassment continued through the entire experience being rejected free samples while plenty of other (Caucasian) people were able to get multiple samples from the same sample tray. Arriving at checkout I was stopped by another customer who was cutting me in line while the cashier just watched, when I got to the front of the line I looked for my Costco card which my wife had taken by accident to grab something. I was then at that moment again berated for Costco membership and after explaining my wife was on her way with it they were pressuring me to give them a membership card. During the checkout process we had brought reusable bags to carry groceries and as I was opening them to put my groceries the cashier clearly observing me getting my bags and in disbelief the cashier just starts throwing all my groceries into the cart aggressively. I am with my wife and 5 year old son and 3 year old daughter and to be treated so hostile during my entire shopping experience is sad to see racism running rampant throughout this establishment and am currently curious if this discrimination is isolated to this location located off highway I-25 off Washington street at Larkridge shopping center in ******** or if its commonplace practice in all The Costco Wholesalers to have a racist work culture.
Business Response
Date: 10/10/2023
Costco called the member earlier this afternoon and left a message. As of right now we have not received a call back. Costco will attempt to call tomorrow.
Initial Complaint
Date:10/05/2023
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 bought a voucher to buy **** of washington football tickets from Costco. I redeemed that at their partner **** as documented. **** chose to disregard the voucher which was used, and instead fraudulently charged me $112 instead of using the prepaid voucher. As a victim of fraud, I do not want to deal with **** again, but Costco is refusing to refund me for the cost of the voucher. The email enclosed by **** acknowledges that their system error caused this fraudulent charge.At this point I've wasted hours getting this resolved, so I want a full refund of my voucher, as well as a $100 credit to compensate for my time from Costco setting me up to be fraudulently charged by their partner.
Business Response
Date: 10/09/2023
Costco has reached out to ************ to advise that this item is a non-refundable item and we will unfortunately not be able to move forward with the refund he has requested. ************ has provided us the email correspondence from ****, which states their system was down, but they acknowledge the vouchers were unable to be redeemed and they will be reaching out to him to assist further as well as rectify the charge that was incurred. We have provided ************ with many links of assistance and resources on how to redeem the vouchers for upcoming games and encouraged him to continue working directly with **** and their customer service support team towards a resolution.
Customer Answer
Date: 10/09/2023

Complaint: 20697978

I am rejecting this response because:

The documentation also established that costco's partner fraudulently charged me. As a result, I want no further dealings with them.

I want a refund because the product did not work as advertised, and the partner then attempted to defraud me. For obvious reasons, I don't want to deal with them again

Sincerely,

*********************
Initial Complaint
Date:10/03/2023
Type:Order 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 made an order from Costco.com on 7/5/23. This order never arrived despite the *** tracking number saying it was delivered. I tried to reach Costco customer service multiple times to resolve this issue but was never successful. After multiple attempts, I decided to contact ***** to dispute the transaction. My dispute with ***** was quickly resolved and the amount for the order was refunded to my credit card. Today I received a letter from Costco eCommerce Chargeback Team demanding that I pay Costco for this order (that I never received) or they would bar my account from warehouse purchases and send the account to a debt collector. I am incredibly frustrated by this threatening letter, demanding payment for an order that I never received and which was resolved by *****. I would prefer not to spend the time addressing this matter with legal representation or support from the Attorney General and other Consumer protection agencies, but at this point, I am not confident the matter will be properly resolved. With ***** properly resolving this matter, I do not need a refund from Costco but I do need them to resolve the dispute on their end so my account is returned to good standing.
Business Response
Date: 10/03/2023
Costco's records show this order was disputed as "Not Received." On July 24th, we received an email from the member letting us know they did not receive their order and that they attempted to contact Costco multiple times but were not provided any direction. They also said they decided to let their credit card company handle the matter and asked if there is any additional information they can provide.

On July 27th, Costco provided the proof of delivery from *** and the order details to the member and requested a police report be filed via email. After receiving no
response to our email. We sent a letter of intent on September 27th requesting to be contacted and for the matter to be resolved.

Our records indicate there was no attempt to contact Costco regarding this order prior to the dispute with their bank despite being a requirement for filing one. We have been waiting for the requested Police Report since July 27th to resolve this matter.
Initial Complaint
Date:10/02/2023
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 have requested Costco.com to delete my account 2-3 times and they have refused to delete the account. I never used the account, purchased anything, or signed up for any subscriptions. I signed up for a membership and immediately canceled and processed a refund. Now it seems they are holding my personal private information hostage. Refusing to delete the account and information. Leaving it vulnerable to Data Breaches and Brute-force attacks. I have requested through standard support and never heard back. Requested through CCPA and was declined. Account is now just sitting there with information I no longer want in their database.
Business Response
Date: 10/02/2023
Costco has reached out to ************************ to address his concerns. Should ************************ have any additional questions or concerns, he can reach Costco ****** Services at **************.
Customer Answer
Date: 10/02/2023

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:10/02/2023
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.
Hello, my order number is ********** and I ordered a ******* s23+ and Costco did not deliver this to the correct address. I provided video proof from a neighbour of *** taking package to wrong house. I have also provide documentation of my actual house and versus the photo they used for the proof of delivery. This was never delivered. Costcos *** emails me stating no refund will be issue they provide zero explanation or help. They were given all proof that this package was not delivered yet are withholding my refund and never offered a replacement sent they were given ALL proof *** didnt deliver this to the right address. At this point this is getting out of hand when they make mistakes but *** centre picks and chooses what to do. They dont actually do their jobs or provide any help. Im *********** my refund at this point as I did not receive my package and Costco was given ALL proof that this wasnt delivered ro address provided. I have attached *** photo of proof of delivery versus my actual front door. The front door in their proof of delivery is someones house that is up for sale, clearly shown in my photo my house is NOT up for sale and this was NEVER delivered. My neighbours also sent me video footage of *** dropping and grabbing a package that they incorrectly delivered which was sent to Costco and still not providing any help I dont know how the *** is funded when they dont actually do their job???
Business Response
Date: 10/10/2023

Costco is actively seeking a resolution for this case. Thank you for your patience!
Customer Answer
Date: 10/10/2023

Complaint: 20683135

I am rejecting this response because:
I still have not been provided a resolution and I dont receive my package. It wasnt delivered to correct address which was sent and proved that it was not delivered. You cannot charge someone for a package they never received this has been over a month now where Costco has done absolutely nothing, their LPC is the least helpful, as they deny claims without actually investigating as I didnt receive my package and the proof was given. The proof of delivery does not match my house address, as my house is also most definitely not for sale. Our neighbour also caught a video which was also provided to Costco and LPC that *** left my package and then picked it up and still did not deliver it. I have reached out and attempted to have this resolved multiple times but Costco is failing to provide any resolution due to a past return which was rectified with Costco when they emailed me inquiring why my bank had filed a chargeback and that was because item was never refunded correctly in their system when a return was delivered to warehouse. This doesnt mean Costco can harass me over a package I didnt receive due to a mistake in the past on their warehouse not processing a refund when the proof in the tracking shows delivered to warehouse but no refund was processed after two months. Costco reached out and it was all fixed when I sent the tracking information over that it has been delivered to their warehouse but no refund was initiated and Costco apologized. So for LPC to use that against me and as a way to decline a package not received is completely unacceptable and unprofessional you cannot charge a customer for a package they didnt receive and were provided substantial proof.

Sincerely,

*************************
Business Response
Date: 10/11/2023
Costco notified Ms. ****** that their request was denied on 09/13/23 due to photographic evidence that delivery occurred to the correct address.
Customer Answer
Date: 10/12/2023

Complaint: 20683135

I am rejecting this response because:hello, here attached is the photo of what *** provided as proof of delivery which wasnt my address. The address they delivered to shows this house to have a lock box and is not mine as my house is NOT for sale again here is attached photo of my front door, and the photo shown by ***. As you can see in the two photos *** delivered this package the wrong address. Anyone would looks at these photos can see the package was NOT delivered to the right location. The proof of delivery provided by *** shows the wrong house which again is proof that this was not delivered to the correct house. Costco did not do anything on their end to investigate this, Costco was sent video and photo proof of the package being delivered to the wrong house.

Sincerely,

*************************
Customer Answer
Date: 10/12/2023

Complaint: 20683135

I am rejecting this response because:hello, here attached is the photo of what *** provided as proof of delivery which wasnt my address. The address they delivered to shows this house to have a lock box and is not mine as my house is NOT for sale again here is attached photo of my front door, and the photo shown by ***. As you can see in the two photos *** delivered this package the wrong address. Anyone would looks at these photos can see the package was NOT delivered to the right location. The proof of delivery provided by *** shows the wrong house which again is proof that this was not delivered to the correct house. Costco did not do anything on their end to investigate this, Costco was sent video and photo proof of the package being delivered to the wrong house.

Sincerely,

*************************
Customer Answer
Date: 10/12/2023

Complaint: 20683135

I am rejecting this response because:hello, here attached is the photo of what *** provided as proof of delivery which wasnt my address. The address they delivered to shows this house to have a lock box and is not mine as my house is NOT for sale again here is attached photo of my front door, and the photo shown by ***. As you can see in the two photos *** delivered this package the wrong address. Anyone would looks at these photos can see the package was NOT delivered to the right location. The proof of delivery provided by *** shows the wrong house which again is proof that this was not delivered to the correct house. Costco did not do anything on their end to investigate this, Costco was sent video and photo proof of the package being delivered to the wrong house.

Sincerely,

*************************
Customer Answer
Date: 10/12/2023

Complaint: 20683135

I am rejecting this response because:hello, here attached is the photo of what *** provided as proof of delivery which wasnt my address. The address they delivered to shows this house to have a lock box and is not mine as my house is NOT for sale again here is attached photo of my front door, and the photo shown by ***. As you can see in the two photos *** delivered this package the wrong address. Anyone would looks at these photos can see the package was NOT delivered to the right location. The proof of delivery provided by *** shows the wrong house which again is proof that this was not delivered to the correct house. Costco did not do anything on their end to investigate this, Costco was sent video and photo proof of the package being delivered to the wrong house.

Sincerely,

*************************
Customer Answer
Date: 10/12/2023
This company has been shown the proof that it was not delivered to the correct address. And their photo proof on behalf of *** is what shows it wasnt correct address as the photo provided by *** is not my house.
Costco could easily ****** this, image map this or have visited the location to see that it was not my house it was delivered too.
Customer Answer
Date: 10/12/2023
Here is again attached photos
Customer Answer
Date: 10/12/2023
COSTCO HAS BEEN GIVEN ALL PROOF OF PACKAGE NOT BEING DELIVERED
Customer Answer
Date: 10/13/2023
This package was never delivered Costco knew this September 6 that it was delivered to the wrong address. Costco was sent proof of actual correct address, versus the *** proof of delivery. The *** of Costco is a completely fraudulent company, as they kept telling *** I had received my package even though theres an email trail of me contacting Costco numerous of times never stating I received my package. This is false information Costco has been told the package was not delivered to proper address and was told this exactly on September 6 when I got an email my package was delivered I checked my cameras no one had come? I then check the door, no package. I check the proof of delivery its wrong house. The fact Costco *** has been telling *** I received my package when Ive been stating otherwise is beyond unprofessional because they didnt want to investigate properly and harass me as a customer to not provide a refund for a package I didnt receive. This again made AWARE to Costco September 6 that it wasnt delivered correctly and instead of actually conducting an investigation they were just denying a claim. *** stated Costco didnt even reach out September 6 when I made Costco aware of the missing package. I have sent in all proof and documentation that this package wasnt delivered to correct house. Costco was also AGAIN phoned and made aware September 6 that the proof of delivery was NOT correct house.
Customer Answer
Date: 10/13/2023
Here attached is another photo.
Costco stating that package was delivered to me. Yet, its been in written proof plus multiple phone calls that this package wasnt delivered to me.
You as a company have been notified that this package was not delivered to me the day of September 6 when I saw the proof it was wrong address. You decided to deny a claim without investigating, and then fully lied when *** followed up 4 times about the claim.
Customer Answer
Date: 10/13/2023
Costco is stating claim denied due to photographic evidence proof. I have showed Costco the photographic evidence proof that the *** photo shows it was delivered to the wrong address. ***** how I figured out it was delivered to the wrong house, because well photographic evidence house in the photo isnt my house. Thats why attached photo is my front door which is listed 24 Magnolia Cr on the shipping, Costco can see this. They can also take a little drive themselves, for photographic evidence and see the delivery photo does not match house listed on shipping address. *** was made aware of this meanwhile, Costco kept stating I didnt receive my package and they have all documentation proof as of September 6 I have been trying to reach out to fix delivery when I saw it had been delivered to wrong house. Costco kept stating I received item when I didnt, again wrong. I have been in touch everyday, every week that this has not been delivered.
please enlighten me at the photographic evidence here because if you look at the attached files can clearly see wrong address.
Correct, dead giveaway is my house is not for sale either the house *** delivered it to has a lockbox on their door once again. This could have been fixed if Costco actually reached out and did the investigation they did the driver would have been able to find this package. But Costco never reached out until *** reached out and thats when Costco lied and said customer had received package. What a shame when a company is caught not doing their job?
Customer Answer
Date: 10/13/2023
Here attached is photo and video proof from a neighbour who said *** delivered the package to them but then removed it and took it with them.
HERE is attached photographic evidence proof of the package being delivered to wrong address here is attached photo proof of the wrong house now please, when you look at that photo look at the front door, look at the house address and then look at the info on my tracking and shipping info. This is where my package was dropped off and now its who knows where.
please enlighten me.
Customer Answer
Date: 10/13/2023
Here is more attached proof that this was not delivered.
Neighbour from ******* group chat shared their address and full house, and video footage of *** grabbing the package. The package is now lost and Costco hasnt done anything since September 6th to have this situation fixed. Costco should have reached out to *** the day they were contacted that way the driver would have been contacted asap in regards to this package and maybe it would not be lost. Instead, all Costco did was tell *** I did receive my when I havent and all Ive done is attempted to get help for an item I paid for and didnt receive. Im disgusting by this company, I didnt receive my item and Ive provided proof, Costco wont let me order anything via my membership this is how harassment. This package was never delivered and its been proven NOT delivered, with included photographic evidence.
Customer Answer
Date: 10/16/2023
Here is provided photo proof that this wasnt delivered and it was not allowing to me to attach for the business.

Theyve also been provided this proof.

Business Response
Date: 10/16/2023
The member's order was refunded in full on 10/13/23.
Customer Answer
Date: 10/17/2023

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:10/01/2023
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 car battery from Costco in the summer of 2021 that came with a 36 month warranty. However on August 20th that battery failed and after having it inspected by *** I had to come to terms that it needed urgent replacement. So I called the *********, ** location and asked if they would redeem the warranty. On the phone their representative from the tire center said they would be able to. However when I arrived to the location they wanted me to physically provide the battery even though they wouldn't be able to remove it themselves (they apparently don't have basic tools to do that). They also refused to allow me to purchase a new battery and give me a refund later when I provided them the failed battery (since I would have to go to a different business to get the battery removed). I provided photographic proof and a report from ***. Keep in mind this is at 3:35 pm, the Interstate battery location they were recommending was going to close at 4 pm that day. They wanted me to go to Interstate battery (which is about 4 minutes walking distance one way according to Apple Maps from there), have the battery removed (at an additional cost), then walk back to Costco to provide the failed battery (while also waiting in line until it was my turn to be helped), then receive the new battery, and finally walk back to Interstate battery to get it installed (at an additional cost). This would have to happen all in the span of 25 minutes (the walking alone would account for 16 minutes based on Apple Maps). After going back and forth with them I had to just accept they were not going to provide reasonable conditions for me to redeem the warranty and purchased a new battery at a price of $134.99 at 3:41 pm. Even the Interstate battery representative was stunned by the poor service of Costco. I'm providing images of the *** report, the battery with the date of purchase, and the invoice for the replacement battery that I had to pay for.
Business Response
Date: 10/03/2023
Costco spoke to the member *************************** this morning. I told him that we would refund the old battery for the warranty and the core charge from the new battery as both should have been taken care of when he was here in August.
Initial Complaint
Date:10/01/2023
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.
Placed order ********** for a Dyson V15 Cordless Vacuum for our son and his wife. The initial order screen showed free shipping with 3-5 day delivery, but when I submitted the order I was charged an additional $39.92 shipping fee. I immediately called Costco customer support and spoke with a female agent, but she could not fix anything.
Business Response
Date: 10/02/2023
Costco was able to connect with ************** and discuss the shipping charge. ************** was informed delivery is available to ******, Hawaii and ***********; however, an additional Shipping and Handling fee will apply. This fee will be quoted at checkout. Additional transit time may also be required. He declined the offer to cancel his order to avoid the additional shipping charge.
Customer Answer
Date: 10/02/2023

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:09/30/2023
Type:Sales and Advertising 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.
Hi,I went to Costco Long Island City on September 30th to purchase some groceries. When I went to checkout I was approached by a Costco employee (white male with glasses) with a handheld scanner and scanned my card in the scanner. He began asking me questions about my shopping habits and about the primary owner of the card. I told the worker that my brother has the primary membership but he lives in ******** and I have the secondary membership. I did mention that my mom has the executive card and that we live together. He then asked why I wasn't using her card to save 2%. I then asked this worker why they were harassing me. He proceeded to say that he was just doing his job. Costco can't boast that they want the cardholder only to use their cards but train their employees to harass customers if they live in a multi-card household. The premise of me getting my own card was so that I would not use my mom's and go against Costco's card policy. I did not like my shopping experience at this location especially, since the parking lot is a complete nightmare to park on the weekends. The store associate was rude and out of line to question me. He was also dismissive when I said he was harassing me. Costco needs to train it's employee's to leave customers alone. Not everyone can afford to pay for an executive membership or is interested in being harassed about. My household has been shopping at Costco since **** and every year it has gotten progressively worse. I would like a corporate response as to why I was harassed on my recent visit. I am not interested in being contacted by the management at this location, if this is how they are suggesting their employees treat paying customers.
Business Response
Date: 10/03/2023
Costco has have left a message with the member and we will try to reach her again tomorrow if we don't hear back from her.
Business Response
Date: 10/03/2023
~ Costco has left a message with the member and we will try to reach her again tomorrow if we don't hear back from her.
Business Response
Date: 10/03/2023
Costco has spoken with Ms. *** and addressed her issues. We have notified the warehouse of these issues and they will reach out directly to Ms. ****
Initial Complaint
Date:09/30/2023
Type:Billing 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.
This needs to go to Costco's department that handles relationships with Citi Card. I purchased a new ** G3 OLED 65" through Costco and signed up for the Citi Card in store (********, **) and I went to member services before buying the ** to upgrade my membership for the 2%. The membership agent told me about the credit card and how it would be an additional 2% back, that's a no-brainer considering I'm about to drop **** on a ** for 4% total! Well I should have trusted my gut with my already bad experiences with ********* and it's been a constant hassle for weeks on end that still isn't resolved. I've had to submit 6 CFPB complaints to ********** Just for mistreatment of me and them not being able to figure out what to do with my credit card. I've demanded payment from them and they have not satisfied this request within reason for how they've mistreated me. Costco needs to step in and resolve my issues and make it right. Your agents sold me on the credit card and it's cost me an INSANE amount of time trying to resolve issues. I've called the store and spoke to the Membership Manager *** and he just redirected me to the generic toll free number which of course can't do anything.I'm asking contact form Costco to make this relationship right as Costco advertises the card and has a direct business relationship with Citi.
Business Response
Date: 10/10/2023
Costco called ****** and talked with him about compensation then called his local warehouse. Management there will work with *************
Customer Answer
Date: 10/10/2023

Complaint: 20679965

I am rejecting this response because:

I've leave the store manager at the local Costco and he wants to talk to **** at Costco corporate. ***** has left messages for **** and I also left them a message or two for **** and neither of us have heard anything. Therefore this is not resolved currently.

Sincerely,

*****************************
Business Response
Date: 10/16/2023
The warehouse will be working with ****** to resolve.
Business Response
Date: 10/23/2023
Costco called ****** and talked with him and he told us that he worked it out with the warehouse and the issue was resolved.
Business Response
Date: 10/30/2023
A call was made to ****** and he confirmed the issue is resolved and no follow up is needed.
Customer Answer
Date: 10/31/2023

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:09/30/2023
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.
On July 4, 2023, I placed order **********. *** lost or misdelivered a large pallet which contained my shipment on July 7, 2023. A claim was opened with *** and attached is proof of that. To be clear, my package still has not been delivered or received--it is missing. I have come to know other people with packages on that same pallet that went missing that Costco refunded, but Costco is refusing to refund me or do anything about it. I want a refund of $1,899.98. I should not be charged for items that were never delivered to the shipping address.
Business Response
Date: 10/05/2023
This claim was denied as this was shipped to a freight forwarder. Per our site and policy which can be found in **************** > Article - Are there shipping limitations on Costco.com orders? Currently, Costco.com offers shipping in ***************** only. We are unable to deliver to APO (military) boxes, FPO (foreign) boxes, freight forwarders (mail drop locations), or international addresses. Additionally, within the U.S., Costco.com is unable to ship to PO boxes, hotels, and a few limited areas.
Customer Answer
Date: 10/05/2023

Complaint: 20679419

I am rejecting this response because: I dont know what a freight forwarder is. That is not a well known term. And its not a Mail Drop location. Its a warehouse. Lastly, if you dont ship to it, then you could have just rejected the shipment and cancelled the order. You cant ********* something, have it not be delivered, and accept no responsibility.
This also does not address that I know for a fact you refunded other people whose shipments were on the same pallet. Thats discriminatory and unfair to refund some people and refuse my refund when we had the exact same situation.
Again, the items were never delivered, so I should be refunded
Sincerely,

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