Business Profile

Incorporation

Costco Wholesale Canada Ltd. HQ

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Costco Wholesale Canada Ltd. HQ's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

231 total complaints in the last 3 years.
82 complaints closed in the last 12 months.

If you've experienced an issue

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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:21/07/2025
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.
Within the last 8 months the ****** Costco has repeatedly and persistently had the following issues:1. Return lines that exit the store or very long waits. This is in part due to having at most only 2 people handle all returns. They have over 3 more unused computers but rarely uses them. One week ago I also with many other people were turned away from returns 1 hour before closing as they would not have time to process all the returns. They do sometimes have a 3rd ****** at customer care open a till to handle returns. I think this is anti consumer and unfair as they make you wait so long you can't reasonably make returns. They are unresponsive to high demand and don't open other tills to clear out long lines. They may have the excuse that they are really busy and a second Costco is being built in ****** but this seems to be a poorly managed issue or they are actively trying to **** off costumers to deny returns. I have seen so many people walk away because they are frustrated or just cant waste any more time waiting. 2. I had a similar issue waiting at a self checkout for a supervisor for over 30 minutes due to a technical issue. Seems to be ongoing staffing issues.3. **** I tried to phone in a complaint there is no option to do that with the costco. All contact us numbers do not allow for complaints be be received. No wonder things are getting so bad as on the ************************* website no general complaint number is available anywhere and I have gone though all the menu options. Can this even be legal?
Business Response
Date: 22/07/2025
Good Evening,

We will contact the member to address his concerns.

Thanks.

Customer Answer
Date: 23/07/2025

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,

***** *******
Business Response
Date: 24/07/2025
Hello,
We have requested the appropriate team to contact the member.
Thank you,
****
Initial Complaint
Date:03/07/2025
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.
We are receiving mail from Costco in strangers names, two different people have Costco membership using our home address. Costco claims to verify address with other personal information but clearly not the case. I have contacted them and they say they are removing our address from these peoples accounts and thats it. How can that be? Are they not concerned people can open accounts with fake info? Our address must not match their credit card billing information? Costco does not seem concerned at all for their legitimate customers issues. I would like them to investigate further into this and give a better response.
Business Response
Date: 04/07/2025
We will be contacting this member to resolve.
Thanks,
Customer Answer
Date: 12/07/2025
Complaint: 23554271

I am rejecting this response because:

They tried to call me on Tuesday July 8th but hung up while I was trying to pick up. They did not leave a message for me to return the call and they never called back.

Sincerely,

********************
Business Response
Date: 12/07/2025
We have e been unable to reach by telephone and have also sent an email.
Customer Answer
Date: 14/07/2025
Complaint: 23554271

I am rejecting this response because:
Like I said, they have only tried to call me once and hung up before I can answer. They didnt leave a message or called again. I do not have any email communication from them please provide proof, its not in my junk or reg email. My phone number is ********** and my email is **********************************

Sincerely,

********************
Business Response
Date: 14/07/2025
Hello,
We have contacted the member today and advised them the steps taken to fix the issue. We consider this as resolved.
Thank you,
Initial Complaint
Date:02/07/2025
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.
June 28 2025 I purchased a $200 Costco shop card, but when I went to use it in the warehouse June *******, I was informed that the balance was 0.I tried to consult the member center and asked them to provide any transaction records for this shopcard, but they refused to do so; they just told me that the balance was 0.
Business Response
Date: 02/07/2025
We will have a member of our team reach out to assist.
Customer Answer
Date: 02/07/2025

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.They told me that the payment I made would be refunded to my credit card, but they still haven't provided any transaction records for the shop card, which I wanted to know about.
Thank you very much for your help. You are I can trust. Have a great day

Sincerely,

*** ***
Initial Complaint
Date:26/06/2025
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.
I got gifted a 200$ Costco gift card, but when I went to check out from the Costco on *********** in ******, they told me my total could not exceed around *******. I did not know there was a limit, so I asked for them to repeat and re-explain. They changed their story and said that the limit was just a little above 200, but they wouldn't give me an exact amount when asked. Once the total reached near 200, they told me I could only add 1 last item and had to return the rest. Throughout this, they were pestering me to get a membership even though I declined several times as I've never needed to go to Costco since I can't finish the amount of food on my own.I then checked on the canadian website and no where does it state that there is a limit to your total when using a gift card. If there is one, the website should clarify it, if not, the employees need to be aware of Costco policies. This was a very unpleasant experience and even a supervisor came to stress the fact that I can't buy any more items until I got a membership. I meant to buy roughly 400$ worth of products and now I have to go again with someone who has a membership. If your gift cards have limits, please specify it clearly on the website for people who buy them.
Business Response
Date: 27/06/2025
Hello,
We will reach out to the member and address their inquiry.
Thank you,

Alex
Initial Complaint
Date:20/06/2025
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.
We purchased a washer from ***********************. It is advertised as 5.5 cubic feet, but we received a washer that is labelled 4.8 cubic feet. Spoke with Costco and they agreed to exchange, so they sent us a second washer but delivered the same size washer.Upon speaking with Costco again, they stated it is the correct washer, and the reason it says 5.5 cubic feet in the website is that they advertise the Canadian measurement, even though the product itself is measured and labelled in the American measurement. The American measurement is smaller because they only measure the drum for capacity, whereas Canadian measurements measure the entire inside of the washer for capacity. I feel this is misleading advertising. Nowhere in the website description does it mention the distinction between Canada and USA measurements. So it seems to me they choose to advertise the bigger size to make it seem like you are getting a bigger washer than you actually are, and don't bother putting any disclaimers into their ads. I just think this is a truly misleading practice that consumers need to be aware of. In my opinion, the advertised size should match the labelled size on the product, and trying to use different measuring systems as justification for misleading advertising is not consumer friendly behaviour. I spoke with Costco and they didn't seem to see their practice as inherently problematic, so figured it was something I should share with your organization.
Business Response
Date: 20/06/2025
Good afternoon,
We were i touch with our member today and resolved the issue. The member was explained the difference and they were satisfied with the answer. This is resolved from our end.

Thank you,

**** *.
Customer Answer
Date: 20/06/2025
Complaint: 23498358

I am rejecting this response because:

We appreciate that the business made an effort to create a solution by offering us a gift card for $200. We did accept the gift card.
However, the explanation we are still upset about. I dont think Costco should advertise their washers the way they do. The washer clearly has 4.8 cu indicated on it as seen in the picture. If you are selling a US product then you should advertise it with the US measurements or note somewhere the US and CAD measurements.
We bought this washer because it said 5.5 cu in the listing and when we looked on our old washer it said 4.8 so we literally purchased this because the ad looked like we would be purchasing a bigger washer and we ended up with the exact same size of washer we already had. The point of getting a new washer was to get a bigger one so thats why we are so upset. It makes it very hard to even compare washers online if the cus on the washer dont match whats advertised.
Costco should be noting on their website what shows on the washer regardless of it being in Canada or the US otherwise it is very misleading.
Dont say 5.5 cu in the name of the listing if its 4.8 cu. We would like the business to actually escalate this higher and for them to review their practice.

Sincerely,

******* *******
Initial Complaint
Date:13/06/2025
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.
Location: ************************************************************************** I bought a 75 inch tv with extended warranty plan from them. When I turned on the tv, the screen was split and I could not see anything. They said they could not replace the tv because it looks like there was physical damage to the tv. There is no outside damage to the tv. I want them to repair my tv or to replace it.
Business Response
Date: 23/06/2025
Hello,
We have sent a request to have the member contacted.
Thank you,
**** S
Initial Complaint
Date:11/06/2025
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.
here it is in nut shell Costco renewed our membership card without our agreeing to it. Now the bank wants their money . I have called Costco at least 5 times on the issues and the same for the bank. Now the bank is charging us intrest for every day it isn't paid. We feel we didn't ask COSTCO to do this so why should we pay. The nearest COSTCO IS IN LONDO 21/2 HR DRIVE FROM WHERE WE Live . WE BELIEVE IT WASN'T WORTH THE TROUBLE TO Renew again. I have called COSTCO at least 4 times when they didn't place the refund on my **** card like they said they would. I contacted the bank and told them what was happing. They informed me that Costco had not refunded the money to them. That was a second recordation to them instead of putting on my card.
Business Response
Date: 11/06/2025
Hello,
We have contacted the member and a refund was processed. The member should receive it shortly. This is resolved.
Initial Complaint
Date:27/05/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 March 25, 2025, I purchased a snack product (KS Sweet Heat Snack Mix) from Costco Canada. While consuming the product, I bit into a hard, unidentified foreign object embedded inside, which caused significant damage to my front teeth. As a result, I have required four separate dental treatments to date, including emergency care, diagnostics, and restorative procedures. These services have resulted in over $500 CAD in out-of-pocket expenses.Despite reporting the incident immediately through Costco, I have received limited communication from the product manufacturer or Costco Canada. The claim handling process has been extremely slow and ***************** dental injury is directly linked to the product, and both the manufacturer and retailer have failed to take responsibility. I have submitted documentation, including receipts, photos, and medical explanations, but have yet to receive a resolution or meaningful communication. Due to this experience, I have also filed complaints with Health Canada and Consumer Protection ********I am seeking full reimbursement for all dental costs related to this injury. I also request an apology and a formal investigation into the products safety and quality control. Costcos lack of action has caused not only physical harm but emotional stress and disruption to my work.I hope BBB can help bring attention to this matter and urge Costco Canada to handle this case responsibly.
Business Response
Date: 08/06/2025
We escalated this to the warehouse team to review and assist the member.
Customer Answer
Date: 09/06/2025
Complaint: 23380949

I am rejecting this response because:
I reject this response as it lacks specific information regarding the resolution of my complaint. The business only stated that the issue was escalated to the warehouse team, but I have not received any further updates, communication, or resolution.

Please provide clear details of what actions have been taken or will be taken, including timelines and follow-up procedures.

Without a concrete resolution or proof of action, I cannot consider this matter resolved.

Sincerely,

****** ***
Business Response
Date: 11/06/2025
This case has been assigned to a resolution team and communication must be directed to them for details on the case. We are unable to provide further updates through this platform. We have noted the rejection and passed it to the team assigned to the case for further review.
Customer Answer
Date: 17/06/2025
Complaint: 23380949

I am rejecting this response because:
While I understand that the case has been assigned to a resolution team, I would like to inform you that I have not yet received any communication from the assigned team. I kindly request that you follow up to ensure that the team contacts me and takes the necessary steps to resolve this matter.
Your assistance in facilitating this process would be greatly appreciated.

Sincerely,

****** ***
Initial Complaint
Date:21/05/2025
Type:Product Issues
Status:
UnresolvedMore 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 April 7, 2025, I experienced a distressing incident at Costco Warehouse #*** (*********************************************************************************). During a moment of emotional overwhelm, I accidentally carried one bottle (from a two-pack) of Restoralax past the register. Within 2030 secondsbefore exiting the storeI voluntarily returned the item to a nearby staff member, who confirmed my bag was clear. Despite my immediate correction, I was issued a written trespass notice, had my Costco membership and ********** permanently canceled, and was fined $65 after police were calledat my own request due to feeling unheard.I have since submitted multiple respectful written requests for resolution, including a letter on May 11 asking for this to be resolved in writing and escalated beyond the store. I have been repeatedly redirected back to the same warehouse that legally banned me, and no meaningful resolution has been provided. Calls have continued despite my clearly stated boundaries, adding to the emotional distress.I am seeking:Reinstatement of my Costco membership and Mastercard;Recovery of $87.80 in unused cashback rewards and the $50 promotional bonus promised at sign-up;Reimbursement of the $65 police fine;A written acknowledgment of the emotional harm and reputational damage caused.If no resolution is offered by Friday, May 31, 2025, I will escalate this matter to the ********************* of Costco (Office of the President).
Business Response
Date: 25/05/2025
This is under review.
Customer Answer
Date: 28/05/2025
Complaint: 23361026

I am rejecting this response because:
Thank you for the update.
I must respectfully reject this response, as This is under review does not provide any information, action plan, or acknowledgment of the situation that I raised in my original complaint.
I am seeking a formal written resolution through Costcos corporate office, as I was issued a written trespass notice following an incident in which I voluntarily returned an item and was still treated unjustly. Since then, I have received vague emails and repeated phone calls despite my clear and respectful request for written communication only.
I remain open to resolving this fairly, but I ask that Costco provide a meaningful written response that acknowledges the harm, clarifies my status, and explains what steps will be taken to restore fairness and trust.
Thank you for your support in this matter.

Sincerely,

Nazanin **********
Initial Complaint
Date:20/05/2025
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.
$200 discount is missing in my order.There are two discounts that can be combined and applied together.- "Purchase 2 save $100; Purchase 3 save $400; Purchase 4 - 6 and save an additional $200 per piece", and - "Spend $1,000, save $100; Spend $2,000, save $200; Spend $3,000 or more, save $400"Since I bought 5 items, I should be getting a discount of $1400, which is a combination of $1000 ($200 each for 5 items) and $400 (from the purchase over $3000). But I only got $1200 discount, missing $200.I spent a total of 54 minutes from 2 calls on 2025-05-20 trying to tell the customer service department where the discount may have gone wrong.- 4 min (8:11am) for first call that got cut off - 50 min (8:17am) for second call talking to ****** and **** both are stubborn and self-centered enough to ignore the situation, which made me very frustrated to speak ***** the second call, I was able to pull myself out from our own point of view and tried to understand what *** said. He said the $400 is capped at 3 items, the $200 discount is for items 4-6 only. I found the wording on the ************************* website is very misleading that it would make you think you get $200 discount on each item when you buy 4-6 items. Meanwhile, I proved that the system is having some error of not applying the $200 during the checkout, which *** never agreed on it. And I walked him through my process and took a few screenshots to prove that.When I placed 3 items in my order that exceeded $3000, according to ***'s point of view, I should have got $800, but I got $600 instead. The $200 is already missing there. And he still did not agree I was right and the system was wrong. He also said that he had the ability to issue me $200 credit. I view it as an empty promise, but I am filing this complaint so that Costco can address its misleading marketing terms and do a fair judgment.
Business Response
Date: 23/05/2025
Good Afternoon,
Member was contacted by an ecommerce supervisor and issue taken care of.
Thanks

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Costco Wholesale Canada Ltd. HQ is NOT a BBB Accredited Business.