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

1,261 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/29/2023
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 online order Number ********** on 9/17. I received the package 2 days later. However there was a missing item:****** ***** Mens Comfort Dress Shirt, Blue, 15-15.5 32/33 I contacted Costco twice between 9/20-9/25 to ask for the refund, and was told both time that the refund is on the way as an e-certificate in email. However as of now, I have not received anything. It is $24.99 + tax
Business Response
Date: 10/02/2023
Costco has left a voicemail and email for *************** regarding this matter.
Customer Answer
Date: 10/04/2023
The business did not refund anything as they promised.

Complaint: 20677196

I am rejecting this response because:

Sincerely,

***************
Business Response
Date: 10/09/2023
*************** confirmed they received their refund.
Customer Answer
Date: 10/19/2023

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:09/29/2023
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.
- On 03/12/2023 I ordered outdoor furniture with Costco's white glove service - It was delivered with multiple broken pieces - the delivery team requested to contact the manufacturer directly which I did - replacement pieces arrived, but unfortunately the wrong ones and the correct one was broked - I requested replacement, which was then dropped of in my drive way without prior notice - Pieces were missing and I requested replacement - The wrong pieces arrived and everything that arrived was broken - Everything was documented with pictures and accepted with the manufacturer - After 6 months of attempting to replace and fix and sending the correct pieces I requested for everything to be picked up and returned, which was accepted - A pickup date was set - However the manufacturer is refusing to pickup the furniture and therefore I will not receive the refund although I never even received the full set and most of it is broken - The manufacturer or delivery company is now claiming that they've tried to contact me. I have no idea what they tried to contact me about since we already had a pickup date set for 09/22 and nobody showed up. (I also had to get up at 6am to get the furniture out of the storage and have it ready for them in the drive way where it still is).- Obviously they have no interest in picking up the broken furniture, because that allows them to not refund my money.
Business Response
Date: 10/02/2023
Costco has contacted the member and the shipping company. The member has scheduled the pick up for 10/5. We will provide updates as soon as they are available.

Business Response
Date: 10/09/2023
Costco has confirmed pick up of Mr. *********'s order and is actively working with him to resolve the chargeback. We will continue to provide updates.
Business Response
Date: 10/11/2023
Costco has confirmed the chargeback has been resolved.
Customer Answer
Date: 10/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****************
Initial Complaint
Date:09/29/2023
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 purchased new tires from Costco on 02/14/2023 ($1519.95) for my Tesla Model Y. I purchased this for the purposes of receiving free rotation/balance services through Costco, rather than paying a large amount through Tesla. They were delivered to Costco shortly after and installed (Town Center Parkway). I went for a routine rotation/balance a few months later and noticed that there was significant vibrations when the car was driven above 60mph after the balance. I went back but they said they couldn't help and recommended I go to *****. ***** observed that one of the tires had the foam detached which was causing the issue. In order not to invalidate the warranty, I took the car back to Costco ************** to remove the foam and rebalance the car. They also proceeded to order a new tire ($0 for the tire but $81.76 for installation). After the foam was removed and the car rebalanced, the issue was still there. I received the new tire, asked them to check if the other tires had foam removed. They replaced the tire, claimed no other tire had foam removed and that they rebalanced the tire. The issue was still persisting and I was fed up with the lack of transparency with the tire center. I immediately took it to Tesla where they found that indeed another tire had foam separation. They also communicated to me that the tires had been balanced incorrectly and posed a major safety concern because Costco had balanced the tires with incorrect weights. I had to spend a month going back and forth (about 4-5 trips) to Costco to resolve my issue and not only did they not, but they posed a safety concern because of how incorrectly they balanced my tires. I do not trust the service at the tire center and cannot take advantage of the free balance/rotations that come with my very expensive tires. I have multiple invoices not uploading due to size for all my trips to the Tire center.
Business Response
Date: 10/11/2023

Costco is actively seeking a resolution for this case. Thank you for your patience!
Business Response
Date: 10/11/2023
Costco apologizes for the frustration this has caused you!
Costco will offer two options for the refund you have requested:
Option 1: You can purchase tires from another retailer and bring the Costco tires back to Costco for a full refund.
Option 2: Costco will refund the total purchase price of the tires and you can keep them. The refund will negate ************************ and warranties.

Business Response
Date: 10/12/2023
Costco has reached out to the consumer and has settled the claim.

Customer Answer
Date: 10/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:09/29/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased ** washer and dryer on Costco.com on 8/17 - Order Number **********. Both washer and dryer delivered on 9/09. During installation found that new washer is defective. Installers contacted Costco.com and had them call me. While I was on the phone with Costco.com, the installers left, without letting me know and took my old, still perfectly working washer, without my consent, leaving us with a defunct new washer and working dryer. Contacted the installer immediately and Costco.com and requested a return of the old washer. Never heard back until Monday when I was told the old washer cannot be returned and the new washer *** is unknown leaving us (home with children and no laundromat within 30 minutes drive) with laundry for what was going to be weeks. Waited a few days to get the confirmation of the *** of the new washer (replacement Order Number **********) and once told that it would be 9/27, decided to buy the same washer elsewhere. Had the defective washer picked up by Costco on 9/15 and the new washer from Best Buy installed instead. Informed Costco.com about cancelling their replacement on 9/19. During the installation of the new washer found out that the installation (done by Costco.com) of the dryer was defective resulting in dryer hose leaking water. Fixed it at my own expense. Still have not received the refund of the original purchase of the washer from Costco.com in spite of 3 attempts to talk to them, last one being 9/27. Please help me get my money back and they should also pay for the damages and extra work needed to fix their twice butchered installation, not to mention for illegally taking my old washer away.Total order was $1677.86, washer was $749.99 + tax = $811.86. The new washer we had to buy from Best Buy included extra installation, which cost $59.98. Requesting Costco pays for it, too.
Business Response
Date: 10/04/2023

Costco is actively seeking a resolution for this case. Thank you for your patience!
Business Response
Date: 10/10/2023
Costco made contact with ******************, refund to his washer was immediately released from our end and we reimbursed member for accessories that needed to be replaced on dryer due to poor hook up. Member has considered this case resolved and has my contact information in case they need further assistance with this order.
Initial Complaint
Date:09/29/2023
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 am writing to file a formal complaint against Costco Wholesale regarding their refusal to redeem my rewards certificate valued at $1630.69. As a loyal member of Costco for the past ********************************************************************************************************************* this matter.First and foremost, I want to emphasize my commitment to Costco as a valued customer. As a family of nine, we heavily rely on Costco for our household items, groceries, and business merchandise. Over the years, I have consistently praised Costco to friends, family, and even my employees, promoting its exceptional service, quality products, and competitive pricing. Furthermore, our upcoming resort venture in the community would have undoubtedly increased our spending with Costco.The issue at hand originated when Costco decided to discontinue sending out redeemable checks via mail in 2022. Unfortunately, I was unaware of this change, as the redemption process was not clearly communicated to me. Moreover, the redemption information did not appear on my ********* app, and any email communication regarding this matter seemed to have been buried in my inbox, failing to reach my wife, who manages our household finances. What perplexes me most is the expiration of these rewards. In my experience, other loyalty programs I participate in allow accumulated rewards to carry over indefinitely. Given my extensive history with Costco and the substantial amount of money I have invested into the company, it is disheartening to witness my rewards vanish due to an arbitrary expiration policy. This issue extends beyond a personal grievance; it appears to be a systemic problem affecting numerous customers. I firmly believe that my situation warrants urgent attention, as it reflects a significant oversight on the part of Costco. As a longtime member who has never encountered any issues or disputes with the company in over 20 years, I am left questioning the integrity of ..
Business Response
Date: 10/03/2023
We spoke with the member and will be sending them a shop card for the unredeemed Citi rewards. The member was thankful for the assistance and will work directly with Costco regarding any further questions or concerns.
Customer Answer
Date: 10/03/2023

Complaint: 20672636

I am rejecting this response because: the time frame in which the redemption will arrive is past the date in which this complaint will expire. I will update once the redemption certificate arrives. Costco has been cooperative and has agreed to email it, but said the time frame was longer than they anticipated

Sincerely,

*************************
Customer Answer
Date: 10/13/2023
Everything is resolved. Costco stepped up without hesitation and took care of me. Thank you Costco. Five stars. ??????????
Initial Complaint
Date:09/28/2023
Type:Problems with Product/Service
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 have got eco water filteration system installed at my house through Costco paying over 6000$ . During the installation the crew that came dug up the front yard area to put in the pump for the water softner. They left the pump open and closed it with a piece of rag and an empty water bottle. This is highly insanitary and very unprofessional way of completing a job. In addition to this they even cut an underground wire of my sprinkler system and the entire sprinkler system in the front yard doesnt work because of this. I have complained to the eco water point of contact for the installation process but nothing is done to fix this. Im at a point where they will have to install new lawn in my yard but cant complete it as the sprinkler issue needs to be resolved first. I have been a customer with ******************** for over 10years and we trusted Ecowater system as it is backed by Costco brand. The installation process is making the drinking water unhygienic in the house , and also because of the broken sprinkler system by costco we are also dealing with HOA violations now. Both these issues need to be resolved immediately
Business Response
Date: 10/03/2023
Costco confirmed with the dealer (Advantage Aqua) that this order was not installed through Costco. No Costco Sales Contract was used for the order.

Costco sent an email to the member and told them this was not a Costco install and they would need to work directly with Advantage Aqua.
Customer Answer
Date: 10/10/2023
The issue is not resolved yet. The company mentioned they will send someone out today to fix the cap on the open pipe and also test the water in the house. No one showed up to complete this job
Business Response
Date: 10/24/2023
Costco is not the contractor for this installation and this was not purchased at Costco. There was no Costco Sales Contract used during the purchase and no sale processed through Costco. The member's complaint is with Advantage Aqua, not Costco. Please have the BBB direct all future complaints regarding this issue to Advantage Aqua only. We are now formally requesting that Costco be removed from the complaint on the BBB website. We are also requesting the BBB and *********************** to provide proof of purchase through Costco if they wish to discuss further.
Initial Complaint
Date:09/28/2023
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.
On 4/23/2023 I purchased a new HP laptop at Costco store in South *********** ********.My daughter has been using the laptop for school work, she started noticing about a month ago that the laptop overheated constantly to the point that ***** to the touch. She looks for reviews on this particular model and found several comments that this is a common issue with the possibility of the battery exploding, what it brings my concern for safety on my daughter behalf.I spoke to Costco concierge services to use my 2 year warranty and they redirected my case to HP overseas and they refuse to help me. I tried one more time with Costco concierge services and they were not able to help me.
Business Response
Date: 09/29/2023
Thank you for contacting Costco Wholesale Corporation. We appreciate the opportunity to respond to your inquiry. The Costco Technical and **************************** Team has reviewed our valued member's complaint regarding their HP Laptop concerns. The member is currently covered under the manufacturer's warranty (HP), the 2nd year though Costco will not go into effect until 04/23/2024. After reviewing the case closer it is reported that HP is offering to replace the motherboard within the unit. Costco does ask that the member continues to work with HP to repair their unit. At this time the warranty has not been exhausted and therefore is not eligible for a return review. Costco will have the member contacted to go over the available option under warranty at this time. We apologize for any inconvenience our valued customer may have experienced.
Customer Answer
Date: 09/29/2023

Complaint: 20668340

I am rejecting this response because:
For my daughter's safety from this particular model that extremely overheats. I don't want the option that HP is giving me which is a repair or offering a worse product, I made the purchase from Costco and Costco should be taking care of the situation

Sincerely,

**********************
Initial Complaint
Date:09/27/2023
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.
Signed up for coscto membership on Sep 9th , mbr nbr ************, memebership was thru ****** and said it came with $30 e-gift card it said we would get in few days . After -0 days I called Did not get . *** on line said he would resubmit . They didnt show it sent out . I called again today, still nothing . The lady was rude , and tired of calling .
Business Response
Date: 09/28/2023
Costco has contacted Mr. *************;to discuss their concerns. This issue will continue to be worked on.
Customer Answer
Date: 09/28/2023
****** says they sent card , but I have not received it , missed their call, got their email , waiting for their reply to see if resending gift card
Customer Answer
Date: 10/01/2023

Complaint: 20666201

I am rejecting this response because:

Sincerely,

*******************************
Business Response
Date: 10/03/2023
Costco has reached out to ******************** to address his concerns. Should ******************** have any additional questions or concerns, he can reach Costco ****** Services at **************.
Initial Complaint
Date:09/27/2023
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.
Rental car and a stay at ********************************************* hotel was PREPAID through Costco Travel for May *****, 2023 for $836.39 on May 12, 2023.I was additionally charged $461.25 for the hotel stay by the hotel staff without being notified. Upon the first compplaint in June, ******** said the hotel stated they did not receive the Costco payment.I received Confirmation with no proof from Costco that the hotel was paid by Costco **************** is not refunding the $461.25 that was incorrectly charged to my card without notice.Marriott Bonvoy stated that the refund was to be completed by the hotel; and it has not.Costco Has not provided a way to resolve the 2nd credit card charge issue by providing proof that the hotel was compensated. Initial Costco Travel representative also convinced me not to perform a charge-back to the hotel back in July; and now the allowed deadline for such reversal has passed.I do not believe ********************************************* intends to issue a refund. It does not appear that Marriott has any authority over the hotel or any desire to correct this matter.Attempts to get the amount refunded have been going on for 4 months.Contact has been made to Marriott and Costco Travel with no resolution on these dates: June 8, July 12, July 13, July 18, Aug 22, Aug 29, Sept 6, Sept 7, Sept 20 Costco Travel Booking C420984361 and MSI0191325 Marriott Customer Case: *********
Business Response
Date: 09/28/2023
We apologize for the inconvenience ******* has experienced. Costco will reach out to ******* and advise that we will process a refund back to the credit card we have on file. In addition, we will continue to work with ********.
Initial Complaint
Date:09/26/2023
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.
Purchased 2 portable ac units from Costco. 1 ac unit was returned over a week ago. No refund was given. **************** says they forgot to fill out a form. I've never herd of such a thing. This should have been an automatic refund without a customer followup
Business Response
Date: 09/27/2023
Costco has identified the reason for the refund being delayed. The issue has been resolved and the member will be receiving his refund within 5-7 business days. We will continue to follow and provide updates as they become available.

Customer Answer
Date: 09/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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