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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

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Costco Wholesale Canada Ltd. HQ has 49 locations, listed below.

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    Customer Complaints Summary

    • 131 total complaints in the last 3 years.
    • 82 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:20/05/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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

       

       

    • Initial Complaint

      Date:18/05/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      People blocking parking spaces by personally standing the parking spot and using expletives if asked to ******* parking management turned to a bad experience. Threatening actions leading to feeling of unsafe environment to be at costco.Having security at the parking lots monitoring and performing management and not allowing someone to physically stand in parking sport to block the spot as this puts other customers at risks and insurance libaiity.Hope costco improves on customer experiences and providing safe environment

      Business Response

      Date: 13/06/2025

      Good Morning,

       

      This has been sent to the appropriate team to address. 

      Customer Answer

      Date: 18/06/2025

       
      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,

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

    • Initial Complaint

      Date:09/05/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Dear BBB and Costco Customer Service,I am submitting this formal complaint regarding my Costco membership purchased via Groupon (Groupon Code: EEQERM54RYMI4UVU, Costco Membership Number: ************, Email: *****************************).Despite purchasing the membership over eight months ago, it remains inactive, and I have been unable to place any online orders or access membership benefits. I have followed up multiple times over these months, but the process has been marked by silence, vague responses, and unkept commitments, leaving me feeling deeply disappointed. I have been told to go to the physical Costco store to get my membership checked, which is unacceptable.Costco is a trusted brand, which is why I chose to become a member. I still believe in the company's values and commitment to customer service. Thats why I am hopeful ******************** will do the right thing.I respectfully request:- Immediate cancellation of this non-functional membership.- A full refund, ideally issued via a Costco gift card.I trust in Costcos integrity and am confident you will resolve this matter promptly and fairly.Sincerely,Akshay Goel

      Business Response

      Date: 03/06/2025

      Good Afternoon,

      Member has been contacted to resolve. 

       

      Thank you

    • Initial Complaint

      Date:08/05/2025

      Type:Product Issues
      Status:
      Answered
      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.
      They are not processing reund of my cancelled ******** has been over 3 weeks.Very bad customer service Not responding my email queries

      Business Response

      Date: 08/05/2025

      The refund has been moved to credit as of today. The credit will appear in your account within 2-3 business days. An email has been issued to you as confirmation.

    • Initial Complaint

      Date:29/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Good Evening, I am writing to you in complete disappointment. I purchased a phone from the Phone kiosk at the Costco Retail outlet. With the agreement to sign on to the phone program, I was offered a few gift cards that I have had to call Costco customer service 3 times to have fixed, and to date, it still is not fixed. CARD 1 -->************** 3212 Pin **** for $150.00 STILL OUTSTANDING CARD 2 ---> 6332 7008 3500 6118 Pin **** for $50.00 USED CARD # ---> ******************* Pin 1692 in the amount of $150.00 USED Card 1 is the card in question. We have been told twice by customer service that this card would be active and there would be no issues once they reissued it. It was reissued on April 16 for $150.00. However, when we went to the store to use the SHOP CARD, it was not active. We had the cashier try 2 or 3 times, and a manager try to transfer the funds to an actual SHOP CARD in the store. None of these times that we were told it was corrected was it corrected. We have spent hours on the phone trying to fix this situation, and now we are left with a gift card that does not work. Please advise further as to how we can have this fixed! This was issued and has never worked. Thank you ******* ****** ************

      Business Response

      Date: 02/05/2025

      We have reviewed this with our internal team and will have a representative reach out to address your inquiry.

    • Initial Complaint

      Date:27/04/2025

      Type:Product Issues
      Status:
      Answered
      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 cash card for CAD600 from my ******* debit card on Apr 15, 2025 at Costco *********************************** However, yesterday I noticed that there were 3 more transactions on my debit card made by Costco for April 16 2025, not done by me Subtracting from me $459.96 Return $459.96 Subtracting from me $249.98 Therefore, I lost the complaint with my bank TD yesterday and came to the same Costco just now. The Costco employee I met today was I think the same person I had dealt with on April 15 2025 He said that there are no record of any purchases for the above mentioned three transactions and that the account stuff is not here today. He also noted my debit card number and said that he will contact me *********** membership number is ************

      Business Response

      Date: 27/04/2025

      Someone from our team will reach out for assistance. 

    • Initial Complaint

      Date:26/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 50-inch ********** at Costco on July 28, 2024. Costco provided a two-year warranty, but it stopped working after a few months. I called Costco's hotline three times, but Costco refused to return or repair it.

      Business Response

      Date: 27/04/2025

      Someone from our team will reach out to provide assistance and review options. 

      Customer Answer

      Date: 29/04/2025

       
      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,

      ******** **

    • Initial Complaint

      Date:22/04/2025

      Type:Product Issues
      Status:
      Unresolved
      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.
      Bought Abbyson ******************** Furniture Set 1 year ago and had issue with stained cushions with missing or defective Sunbrella TreatmentReached out to manufacturer and they said they ordered me brand new cushions set .6 months later I am told my agent no longer works there and they didnt order cushionsThey then actually ordered cushions and then 6 months after that they said they cant get them across the border despite knowing for 1 year I live in CanadaNow they said they cannot do anything else and to contact Costco for refund.I want replacement cushions or refund, I do not have truck or labour resources to load everything in truck and bring back..Costco should hold Abbyson Living responsible for honouring warranty and have them send me new cushions set as promised 1 year ago.******** customer service from manufacturer and I have all the emails and backup communication

      Business Response

      Date: 22/04/2025

      We have shared this complaint with our *********************** team to review for further assistance. A representative will reach out soon. 

      Customer Answer

      Date: 22/04/2025

      Complaint: 23234865

      I am rejecting this response because:
      Spoke to ******** Call #************, waiting follow up on full refund or new cushions......prefer full refund if its going to be another 6 months to a year wait....I already waited 1 year!


      Sincerely,

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

      Business Response

      Date: 23/04/2025

      This was sent to our team yesterday to review. An update will be provided within the week as soon as we receive confirmation.

    • Initial Complaint

      Date:19/04/2025

      Type:Product Issues
      Status:
      Resolved
      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 went to Costco today, April 18th, 2025 to the ******** location.I gad few items to return as per their return policy. The employee named ***** claimed that 2 of our items doesn't exist in their system, moreover they stated I don't have a proof of purchase. Although having a recipient is not in the return policy. After escalating the issue to the shift supervisor and the assistant manager, I was only offered $12 for the items that I have paid $44 for!It wasn't due to a system issue, but rather discrimination and racism , as I'm not Asian or White. It was an embarrassing situation, as I was accused of stealing!Not impressed with the experience and the unprofessional treatment. I need my refund and an apology.

      Business Response

      Date: 19/04/2025

      We will have a member of our team reach out for assistance and get more information to escalate it to the appropriate management team. 

      Customer Answer

      Date: 19/04/2025

      Complaint: 23225098

      I am rejecting this response because:

      Since I am yet to get contacted by the business fora resolution!

      Sincerely,

      Sad ***

      Customer Answer

      Date: 19/04/2025

      I have received a call today from the wherehouse manager and they have addressed the issue and offered me a full refund.

      I consider this matter resolved at this time 

    • Initial Complaint

      Date:11/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 an iPad from Costco on March 6, 2025. The website said it will arrive by March 13, 2025.On March 13, 2025, I received an email saying that the package will be delayed and will be shipped at a later date. I called Costco on March 13, 2025 at 12:22PM and told them not to ship this item and to hold onto it until my return as I will be out of the country from March 20th to April 1st and don't want it sitting on my porch for that long. They said ok, they won't send it out.After that call, they shipped it anyway and it arrived via *** on March 20th at 3:15 PM as per the tracking number. When we came back home on April 2nd, the package wasn't on our porch. I'm not sure when it was taken from our porch between March 20 and April 2nd.I've spent hours trying to rectify this situation with Costco. As per their request, I've filed a police report and sent it in. It's been almost two weeks since I brought it to their attention and they've yet to provide me with an update. They're refusing to connect me to a manager as he's always either "away" or in a "meeting". I was told someone will get back to me within 48 hours, no one did. I was told Costco ************************* will get back to me within 5 business days, they haven't.

      Business Response

      Date: 13/04/2025

      We have shared this with our team in ***********************, someone from the leadership team will reach out to provide assistance. 

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

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