Business Profile

Incorporation

Costco Wholesale Canada Ltd. HQ

Headquarters

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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.
81 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:15/11/2024
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 recently encountered an issue with the Wireless Kiosk at Costco located in downtown ********* (************************************) regarding a promotion advertised for a $200 Costco Shop Card. The promotion, as advertised, did not clearly state in the terms and conditions that eligibility for the Shop Card is limited to specific types of Costco memberships (e.g., Executive Membership).The advertisement gives the impression that the bonus Shop Card is available to all customers who meet the general requirements, but upon visiting the Wireless Kiosk at the downtown ********* Costco (*************), I was informed that only certain membership levels are eligible. This important restriction was not disclosed in the promotional material or the terms and conditions available online, leading to misleading advertising.This lack of transparency resulted in significant confusion and inconvenience, as I had planned my purchase based on the advertised promotion. I believe this constitutes a case of false advertising, and I am requesting the business to provide clarification, update their promotional material to reflect accurate terms, and ensure compliance with advertising standards.Desired Resolution: I would like the Wireless Kiosk at the downtown ********* Costco to honor the promotion as advertised or provide adequate compensation for the inconvenience. Additionally, I request that the promotional terms be revised to accurately include all applicable restrictions to avoid misleading other customers.
Business Response
Date: 26/11/2024
Issue has been resolved.
Customer Answer
Date: 26/11/2024
Complaint: 22564028

I am rejecting this response because:

Sincerely,

******* **** *****
Initial Complaint
Date:14/11/2024
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.
On November 1, 2024, I ordered two ******* 55" 4K UHD OLED TVs from Costco (item #*******), receiving a confirmation and an estimated delivery date of November 5. However, on November 4, I received a cancellation notice stating the item was out of stock, and the listing was removed from Costcos website.Typically, Costco displays out-of-stock items, yet this TV model was removed entirely. I still see the item in my mobile app cart, though I am unable to proceed with the purchase now as the "item is unavailable". This unorthodox approach to handling my order has raised concerns, as other out-of-stock ******* TVs remain visible on the website. Costcos customer service could not confirm how many orders were fulfilled for this model, and their lack of transparency has eroded my trust with Costco.Costco representatives mentioned that the TVs might return in stock, so there I am requesting that Costco fulfill my original order or provide TVs of exact same or higher specifications. Now as a customer I am unable to find the same TVs for the price that Costco offered and confirmed. Alternatively, I request the funding including taxes to purchase the TVs at another retailer of my choice. Please refer to the attached PDF file which includes a detailed account of what occurred.
Business Response
Date: 15/11/2024
Sent the complaint to the *********************** team for review.
Customer Answer
Date: 21/11/2024
Complaint: 22559218

I am rejecting this response because, Costco reached out to me after receiving the BBB complaint notification and has declined to resolve my issue.

Sincerely,

******** ******
Business Response
Date: 21/11/2024

We have discussed our position with the member and explained Costco's stance. The member is not required to agree with how we operate our business.
Initial Complaint
Date:13/11/2024
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.
Issue Summary: Unable to Use $2000 WestJet Air Credit Due to Costco **************** Dispute Booked Costco travel package from ******** to ****** Booking Date: August 15, 2024 Departure Date: September 25, 2024 Return Date: September 30, 2024 Costco Travel Confirmation Number: A447399106 Flight Confirmation Number: KZQOPF Hotel Confirmation Number: ******** Total Package Price= CA $ ******** Base Package Price=CA $ ******** Taxes and Fees=CA $ ****** Booking Cancellation: On September 9, 2024, I canceled a travel booking through Costco Travel due to a medical recommendation not to travel during my first trimester. Before canceling, Costco Travel customer service confirmed I would receive a package refund and a $2099 WestJet air credit valid for any future flight bookings within 13 months (until October 25, 2025).Attempt to Use Air Credit: On October 24, 2024, I contacted Costco Travel to use the air credit for a new flight booking. Costco advised me to contact *******, stating they would assist with the credit. However, upon contacting WestJet, I was told they could not help since the booking was made via Costco.Repeated Attempts for Resolution: I called Costco Travel again multiple times. Each time, they redirected me to *******, even providing a different booking number. However, ******* continued to refuse assistance, insisting that only Costco could manage the credit.Escalation to Supervisor: I eventually spoke to a Costco Travel supervisor, ******, who reassured me that the air credit could be used for a new booking. He promised to follow up after checking with the internal team, but I never received a return call. Despite repeated follow-up attempts, I could not reach ****** or any other supervisor.Outcome: I am currently unable to use the $2099 WestJet credit due to conflicting responses from Costco Travel and *******. I've spent hours on hold and speaking to representatives from both companies with no resolution.
Business Response
Date: 18/11/2024
We are still trying to contact the member to find them a satisfactory resolution.

We attempted to call ***** at the number she provided, and were not able to reach her. She does not have a voice message set up so we were unable to leave a message. We've sent an email to the address we have on file to get more details about when they would like to book so we can work with the member and ******* to resolve the issue.
Initial Complaint
Date:06/11/2024
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 purchased some flush mount lights that were on sale and I was charged tax on the original price and not the sale price. I have never ever purchased an item on sale and paid the taxed for the full price of the item in my life. This is how is it on receipt original price ***** discount ***** so new price is 9.99 so I purchased 2 at 9.99 but was taxed ***** which is for the original price?? I went to the customer service desk and they said this was normal. I was shocked. I said I would be looking into this. The first receipt is mine and the second one is my mom's. We are very shocked and disheartened by this.
Business Response
Date: 09/11/2024
The member was contacted by the warehouse and their inquiry was addressed.
Initial Complaint
Date:06/11/2024
Type:Customer Service 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 a charge on my card on November 2/24 from Costco Canada for the amount of ****** for an auto renew of an Executive Membership. I did not give Costco permission to renew my membership and when I called they said they couldnt refund over the phone and that I would have to visit the store . I am almost 4 hours from the nearest Costco and unable to go there . They also used a card they had on file that had expired on 05/24 so I dont know how they were able to make the charge go through. Any help you can give would be greatly appreciated.Thank you , **** *********
Business Response
Date: 07/11/2024
This has been resolved.
Initial Complaint
Date:04/11/2024
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 dishwasher from ************************* website and delivered in 10 April 2024. The order number is **********, the dishwasher is Frigidaire 24 in. Stainless Steel Built-In Dishwasher with Adjustable Racks. I recently find the top of the dishwasher rusted. I contact Costco for warranty but they refuse to do anything and deem it is cosmetic issues. I really think a stainless steel top rust in 6 months is quality issue and should be in warranty. **************************************************************************************************************************************
Business Response
Date: 15/11/2024
Our *********************** team has contacted the member for support and were able to resolve her request.
Initial Complaint
Date:01/11/2024
Type:Delivery 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.
Items from my *********************** order in April 2024 were missing. I complied with Costco to go through the claims process which included a police report, etc. I had even installed security cameras post-incident to ensure I have video footage for any future incidences. Through email correspondence, Costco denied my claim in short few words, and marked my order as returned and refunded, and ghosted any further correspondence from me. I never did return the order nor was I refunded, and when inquired, no reply was given to me. I opened a claim with *** and through ***' investigation, the claim was approved and hey notified me that a cheque/check was ready for Costco to deposit and pass onto me. But the issue is that they too have not heard from Costco. They asked me to reach out to them. I tried calling numerous times and they haven't responded to my email either. This has been ongoing since April/May and now we are in November :( The items were around $3000!! I don't know what further to do. *** cannot issue the cheque to me directly they said, it must go through the sender (***********************).
Business Response
Date: 14/11/2024
The refund was denied due to a lack of evidence that the item was stolen.
Customer Answer
Date: 14/11/2024
Complaint: 22502123

I am rejecting this response because:
Hello there, your response is that there was a lack of evidence received. I had provided Costco and *** with everything that I have and was requested for. If something additional was needed, Costco should've inquired for further what you need. But, because they were stolen, there are limited options. I was compliant with Costco's email requests and have provided the police report, timing, security camera events log, and have requested many times to speak on the phone with a representative at Costco via email, but are ignored each time. Each time via, Costco either doesn't respond to me (ghosts me), or they send a short, concerning response. Furthermore, I've asked multiple times, including on this complaint that there is no explanation why my order is marked as "Return/Refunded" by Costco. Was it returned by the carrier or someone else? I have also not seen a refund. I have called Costco and emailed Costco each more times than the average person has fingers.
Additionally, claims were opened up with ***. They sent an investigator, did an investigation over weeks and ultimately approved of the claim. They have mentioned to me on multiple accounts the claim is valid and they have the cheque with funds to return to Costco. However, they have also said they have multiple unsuccessful attempts at reaching Costco to arrange for this cheque transfer. They asked me to reach out directly too, but I never seem to hear back.
*** advised me to change my delivery preferences to be delivered to the back door behind our gate. Since then, all deliveries May 2024 up until today from Costco delivered by *** including a whopping 55+ subsequent ordered items from Costco have been delivered successfully, which includes major appliances (3 fridges, washer+dryer), so I am no doubt a frequent loyal Costco online shopper, where all of these orders were delivered successfully out of sight to the back door. I am also acquaintances with the deliver driver now, which is comforting to know of the extra care taken. Furthermore, I advised Costco they should not ship high-ticket items and leave that at the front of the house, easily viewable and reachable from the street without requiring a signature for delivery, or even offering that as an added peace-of-mind charge, or to provide pick-up in-store options. For example, my order for my iPhone 15 had to have a signature or picked up in store, which I chose to pick up in store and was a pleasant and safe experience.
In addition to this change with *** safe delivery preferences, I have also installed 2 new security cameras at the front of the house and subscribe to video recording. There is a doorbell camera with 2 cameras where one focuses on the porch and tracks delivered items, and another from a bird's eye view aimed that the front step. I also set up delivery time windows with *** to be when someone will be home.
I also received a call from **** at ************ last Thursday, Nov 7, 2024. Since then, I have attempted to call back 6 times with no response or reply, after me leaving voice messages, Friday, Monday, Tuesday, Wednesday and today/Thursday.
I'm requesting Costco responds to ***' approval to receive the cheque, and addresses why my order is marked as returned and refunded to my **** on 5/14/2024.
Sincerely,
*****
Business Response
Date: 15/11/2024
The refund has been denied.
Customer Answer
Date: 18/11/2024
Hi there,
I am frustrated with this resolution. I'm not sure how the business has responded in a "good faith effort" when all they did was reply one sentence "The refund was denied due to a lack of evidence that the item was stolen." To which I provided a detailed, full response to you, which I will copy and paste again below.
I'm really hoping for your help here, I'm hoping you can please take a close read and help out! I am so stuck with this loss and the lack of communication from Costco. I am beyond frustrated.
Thank you kindly,
*****
"I am rejecting this response because:

Hello there, your response is that there was a lack of evidence received. I had provided Costco and *** with everything that I have and was requested for. If something additional was needed, Costco should've inquired for further what you need. But, because they were stolen, there are limited options. I was compliant with Costco's email requests and have provided the police report, timing, security camera events log, and have requested many times to speak on the phone with a representative at Costco via email, but are ignored each time. Each time via, Costco either doesn't respond to me (ghosts me), or they send a short, concerning response. Furthermore, I've asked multiple times, including on this complaint that there is no explanation why my order is marked as "Return/Refunded" by Costco. Was it returned by the carrier or someone else? I have also not seen a refund. I have called Costco and emailed Costco each more times than the average person has fingers.
Additionally, claims were opened up with ***. They sent an investigator, did an investigation over weeks and ultimately approved of the claim. They have mentioned to me on multiple accounts the claim is valid and they have the cheque with funds to return to Costco. However, they have also said they have multiple unsuccessful attempts at reaching Costco to arrange for this cheque transfer. They asked me to reach out directly too, but I never seem to hear back.
*** advised me to change my delivery preferences to be delivered to the back door behind our gate. Since then, all deliveries May 2024 up until today from Costco delivered by *** including a whopping 55+ subsequent ordered items from Costco have been delivered successfully, which includes major appliances (3 fridges, washer+dryer), so I am no doubt a frequent loyal Costco online shopper, where all of these orders were delivered successfully out of sight to the back door. I am also acquaintances with the deliver driver now, which is comforting to know of the extra care taken. Furthermore, I advised Costco they should not ship high-ticket items and leave that at the front of the house, easily viewable and reachable from the street without requiring a signature for delivery, or even offering that as an added peace-of-mind charge, or to provide pick-up in-store options. For example, my order for my iPhone 15 had to have a signature or picked up in store, which I chose to pick up in store and was a pleasant and safe experience.
In addition to this change with *** safe delivery preferences, I have also installed 2 new security cameras at the front of the house and subscribe to video recording. There is a doorbell camera with 2 cameras where one focuses on the porch and tracks delivered items, and another from a bird's eye view aimed that the front step. I also set up delivery time windows with *** to be when someone will be home.
I also received a call from **** at ************ last Thursday, Nov 7, 2024. Since then, I have attempted to call back 6 times with no response or reply, after me leaving voice messages, Friday, Monday, Tuesday, Wednesday and today/Thursday.
I'm requesting Costco responds to ***' approval to receive the cheque, and addresses why my order is marked as returned and refunded to my **** on 5/14/2024.
Sincerely,
*****"
Business Response
Date: 19/11/2024
Costco has made the decision to not refund the member. Too many orders being not claimed from the member.
Customer Answer
Date: 19/11/2024
Complaint: 22502123

I am rejecting this response because: this response from Costco doesn't make sense. It is from a single order, not many orders! And all the items in this order were supposed to be delivered on the same day.
Customer Answer
Date: 19/11/2024
Further more they have marked this order as refunded/returned and this is not true and they have not provided any reasoning for follow up on this. *** is still waiting with the refund cheque to send to Costco, in which they still have not responded to them.
Customer Answer
Date: 29/11/2024
Hello, I am just following up on this! Thank you
Initial Complaint
Date:20/10/2024
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.
My email associated with my acc is ******************* Member ship ID ************ My online self serve refund request is not showing when I try to initiate a return .l have to email support always so please fix the issue I will attach a screen shot ***** ****
Business Response
Date: 01/11/2024
The member's shipping address is now blocked for future orders on *********************** because over 16 items were not claimed. As a result, Costco will no longer ship to this address. The member has been informed.
Customer Answer
Date: 01/11/2024
Complaint: 22446715

I am rejecting this response because:

He was telling me only self serve were restricted but didnt mention abt the address . These people are scumbags
Sincerely,

***** ****
Initial Complaint
Date:18/10/2024
Type:Delivery 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 Sep 28, 2024 I bought an Electrolux dryer/washer with a stacking kit from Costco. Delivery/installation was scheduled for Oct 5, 2024. On Oct 5 installation team installed and tested the two units and confirmed working order. After the delivery team had left, the washing machine and dryer were used. When the dryer unit was running, water was leaking from the bottom of the door. I contacted Costco the same day about this issue, the agent told me to call back the next day as the online support team was closed for the day. I called back next day to explain the situation. Costco decided that the dryer needed replacement. The replacement was scheduled for Oct 12, 2024. On Oct 12 when the delivery team arrived, they inspected the faulty dryer unit and informed me that the washer and dryer units did not have the stacking kit installed on the initial installation and that they could not install the new unit. The best course of action was to remove the faulty unit and have the new unit in my house, while we wait for Costco to send me the stacking kit. They said that the initial delivery team had just stacked the dryer on top of the washer without any securements and that the dryer could have very well toppled when it was running. The delivery team said they would inform Costco of the situation and I would get a confirmation on when they can come back to complete the installation. I called Costco the same day to see if they received this message. Costco noted the issue and said they will escalate and hope to have the issue resolved by the same day. Towards the end of the day I called back and they said it is unlikely due to the long weekend and asked me to call back then. After the long weekend, I did not receive any replies and callbacks as promised. Over the course of the next few days and numerous calls, Costco finally confirmed a shipment of the stacking kit and delivery for Oct 22. I am seeking $100/day for inconvenience, stress and false promises from Oct 5 to 22.
Business Response
Date: 21/10/2024
This was escalated to management, and we reached an agreement.
Customer Answer
Date: 21/10/2024

Complaint: 22442302

I am rejecting this response because:
- this is an absolutely unacceptable response
- no agreement has been reached. If there is an agreement please explain in full detail what the agreement is
- this is issue still has not been resolved as of today. Initial installation date is October 5. Installation still has not been completed. I still am not able to use what I purchase.
- I have a dryer unit just sitting in the middle of my kitchen for more than a week
- I am deeply unsatisfied and angry at the incompetency of Costco with dealing with this issue
- this should not have taken as long as it had to be dealt with and escalated. I have been dealing with unnecessary inconvenience, stress and wasted time since October 5.
- from October 5 never once had Costco called me back to inform/update me on the situation even though they promised to each time I called. I had spent hours and hours calling Costco between October 5 and now to try to get this resolved. Each phone call takes up 40 minutes to an hour due to having to go through all the menu options and holds. Wasted time in my life that I will never get back.
- please respond ASAP
Sincerely,

***** ***
Initial Complaint
Date:17/10/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered some groceries through Same Day Instacart delivery. I ordered some Crunchy Ketchup Cheetos. The Crunchy Cheetos broke my tooth. It needs a crown. I tried contacting Instacart and Costco. But they could not help me. Could the Better Business Bureau help me resolve this?
Business Response
Date: 17/10/2024
Someone from our member service team is reaching out to provide you with options.

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