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

234 total complaints in the last 3 years.
85 complaints closed in the last 12 months.

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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:01/10/2025
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.
On September 29, 2025, Costco allowed ****** M. ****** to remove me as an authorized user from a Business Membership funded for 20+ years by ***, a corporation I co-own 50/50. His email (attached) confirms Costco knew of MECs ******** **** and a business license tied to the account, yet they processed his unilateral change without verifying my ownership or divorce court orders prohibiting such actions. This disrupts my ****************************, where Im the sole operator. I emailed Costco on October 1, 2025, demanding restoration, all ***-funded receipts (2005-present), and an investigation. Costcos error enables a fiduciary breach. I request immediate access restoration, full receipt production, and a report on staffs oversight by October 7, 2025.
Business Response
Date: 02/10/2025
Please note that there is only 1 Primary account holder per membership. The account Primary is responsible for the membership including any changes to the account. For a full list of membership conditions please visit: ****************************************************************************
Customer Answer
Date: 02/10/2025
Complaint: 23957618

I am rejecting this response because:

To the Better Business Bureau,
I do not accept Costcos response.
The Costco membership in question was funded with corporate monies through *****************************. (MEC), of which I am a 50% shareholder and co-director. I am also the sole operator and sole Corporate Instructor; without my operation, MEC cannot function or generate revenue.
Importantly, MECs predecessor business, Simple Solace, demonstrates that this was always a corporate/business account. ****** ****** acted without authority in removing MEC (and its historical corporate lineage) from the membership and installing himself as the primary holder, despite having no proof that Simple Solace no longer existed or that he had the unilateral right to make such a change.
Costcos response does not resolve the complaint because:
It fails to address why a business-funded account, linked historically to Simple Solace and currently to ***, could be reclassified as personal without proper authorization.
It fails to provide me, as co-director and equal shareholder, with the full and organized record of receipts and transactions, which are legally required for CRA compliance, division of assets, and contingent corporate sale.
It disregards that MECs continued operation - wholly dependent on my role - was directly undermined by permitting a unilateral change that excluded the sole corporate operator.
For these reasons, I maintain that Costcos handling of this matter was improper, facilitated unauthorized changes, and remains unresolved.
Sincerely,
******** *****
Co-Director & Sole Operator/Corporate Instructor
******************************

Sincerely,

***** ******** *****
Business Response
Date: 03/10/2025
We will have a member of our team reach out for further explanation.
Customer Answer
Date: 03/10/2025
Complaint: 23957618

I am rejecting this response because I do not want the case to close without a resolution. You have simply shared that a member of the team will contact me.

Sincerely,

***** ******** *****
Business Response
Date: 06/10/2025
As details of the account are private we will not discuss them through a public forum. We kindly ask that you provide us with a preferred call back date and time to discuss your complaint.
Customer Answer
Date: 07/10/2025
Complaint: ********

I am rejecting this response because:

Subject: Escalation Costcos Complicity in Corporate Membership Erasure (BBB File #********)

Dear Better Business Bureau,
I am escalating my complaint because Costco has gone beyond negligence into active complicity in unlawful membership removal, corporate record erasure, and the enforcement of a patriarchal double standard.
On October 7, 2025, I spoke with ******* from Costco *************** (call connected at 3:46 PM; ******* joined at 15:12). I had explicitly requested written communication due to the legal implications. Costco refused and insisted on a call - a tactic designed to avoid leaving a paper trail. I recorded and transcribed the call.

Natalies Own Words (Transcript Excerpts)
That was under a business. And it was under Simple Solace. And then he removed Simple Solace. (17:5818:07)
Whoever opened the account under Simple Solace ******. He opened the account. ************
Can we just be civil about this? Yeah, because you dont like, Im not giving you what you want. So thats why youre not liking this. But this is how the creation of a membership works. (20:2220:36)
Its going to be closed as unresolved and unsatisfactory BBB cant get involved. (21:1421:19)
Thats a personal dispute between you and ****** You have no association to this membership account. ************

Why This Is Serious:
Costco Facilitated Unauthorized Corporate Action
******* confirmed that ****** ****** was permitted to remove Simple Solace - the business under which the account was created in 1997 - and replace it with himself as sole owner.
Costco required no proof of corporate dissolution, no authority documents, nothing. His word was enough.
Erasure of 28 Years of Membership and Records
I have funded and paid for this membership for nearly three decades, personally and through corporate monies. Yet I was told directly: You do not even show up anywhere. You have no association.
This is not customer service. This is corporate erasure.
Patriarchal Bias Endorsed by Costco
My contributions and payments were erased because a man said I am the primary. That was sufficient for Costco.
This is corporate patriarchy in action: his assertion was treated as fact, my 28 years of loyalty and corporate standing were treated as irrelevant.
Obstruction of Lawful Accounting
Costco refuses to release receipts and records dating back to 1997. These are not perks. They are required corporate records for *** compliance, division of assets, and contingent corporate sale.
By withholding them, Costco is obstructing lawful accounting and exposing MEC to compliance risk.
Bad Faith ****** BBB
******* admitted this case would just go down as unresolved and that BBB cant get involved.
Costco treats the BBB process as meaningless - a slap on the wrist they can ignore. If BBB accepts that posture, it will confirm Costcos arrogance is correct: that this forum has no teeth.
Contemptuous Treatment
When I pressed for resolution, ******* said: Can we just be civil about this? You dont like it because Im not giving you what you want.
This was not neutrality. It was gaslighting - reframing my legitimate legal and corporate concern as emotional instability.

Required Actions
I demand that the BBB escalate this matter and require Costco to:
Produce the full chronological record of receipts and transactions since 1997.
Provide a written explanation of why Simple Solace was removed without corporate documentation of dissolution.
Acknowledge my membership history since 1997 and the corporate funding attached to it.
Clarify Costcos policies to prevent unilateral erasure of corporate-funded accounts in the future.

This is not a policy dispute. It is a case of Costco collaborating with one shareholder to erase another, while obstructing lawful records and sneering at the BBBs authority.
Costco made its choice - to erase me. BBB now faces its own choice: either escalate this matter, or prove ******* correct that this process is meaningless and unresolved by design.

Sincerely,
******** *****
Co-Director, MEC
Sole Corporate Instructor, ****************************

Business Response
Date: 10/10/2025
I will only reply with excerpts from our policy. There is nothing further we can do to as the Primary Member acted within his rights.
The person who enrolls for a Gold Star or Business membership is the Primary cardholder (Primary) and is responsible for the membership.
Business Membership fee is $65 (plus applicable taxes) per 12-month period from the date of enrollment of the Primary cardholder. This entitles the Primary cardholder to one personalized membership card and one Household card. Each Primary member may name up to 6 Affiliates for $65 each and corresponding Household cardholders at no additional cost.
The Primary Member must authorize cardholder changes, including additions or deletions, and is responsible for the membership. Household and Affiliates may make changes to their personal information.
Initial Complaint
Date:30/09/2025
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 am reaching out to you directly after repeated failures with my Frigidaire refrigerator and extremely poor experiences with your service process.On Sunday, September 14th, the freezer stopped working completely and all frozen items thawed and were ruined. Initially, I believed the refrigerator was still functioning, but upon returning home from work on Monday, September 15th, I discovered that everything inside had also spoiled.Service was scheduled with ******************* for Wednesday, September 17th. The technician advised that the compressor had failed and stated a part would be ordered. I was told I would be contacted once it arrived. On Monday, September 22nd, I was informed that the part was in, and a technician returned the following day, September 23rd. At that appointment, he determined it was not in fact the compressor, managed to get the unit running again without replacing any part, and left. Unfortunately, the fridge only worked for a couple of days before failing again on Saturday, September 27th, resulting in another complete loss of newly purchased groceries.This means I have now endured over two weeks without a properly functioning refrigerator. In the meantime, I have been forced to live out of coolers, purchasing ice daily at approximately $20 per day, while also relying on costly take-out meals because there is no safe way to properly store food in this condition. Costco has done nothing to try and assist Equally troubling is the lack of accountability I have encountered throughout this ordeal. Despite numerous calls to your call centres, I have never been transferred to senior management or offered meaningful resolution. Costco, where I purchased the unit, has stated this is a warranty matter under ********** and therefore not their responsibility. As of today, September 29th, I remain without a functioning refrigerator, without reimbursement for the food loss, and without clarity on when or how this issue will finally be resolved.
Business Response
Date: 11/10/2025
This was addressed by our *********************** team on Sept 30. The member has been assisted.
Customer Answer
Date: 15/10/2025

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:20/09/2025
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.
My car was reared on March 29th at Costco exit lane, *******************************, ********* insurance company needed the other driver plate number.I spoke to ****** St. ***** from the security department. She confirmed that they have a camera footage with the plate number of the vehicle, but she would release this information only to the police officer on a police order (which she knew was impossible to obtain).Sgt. ******** ******* who dealt with my case explained that a police order can be issued only when there is a criminal offence. She cannot issue the police order for the traffic offence.I contacted the regional security manager ***** **********. On July 9th 2025 ***** replied:>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> I will reach out to the location to make sure that the video footage was saved and secured. Officer ******* is more than welcome to make arrangements to meet with the Management to review the video footage. ************************************* ******* called me on July 15th saying that she sent a police officer to Costco, but ****** said that the file was corrupted.Later I spoke to ****** *. from the same department as ******* He replied me on Aug 8th that he was unable to locate the video in ******** files. I had been waiting for the information for 4 months. I find that the way Costco employees treated my case was utterly unprofessional, to say the least. I dont think ****** had attitude and manners suitable to her role. This was her last email message to me on Aug 3d without even a subject line:>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>Hello,We received the note asking us to call.We will not be giving and footage or photos.Ottawa Police have been in contact with us and we spoke with them. As of now there is nothing we can do. Ashley St. Denis >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>All my insurance needed was the plate number.Very disappointed a Costco emmener with executive membership si se Sep 2010.
Business Response
Date: 20/09/2025
I have passed this on to the appropriate team for review and consideration.
Customer Answer
Date: 01/10/2025
I would like my complaint reopened, I have been waiting on the business to respond to my issues for 4 months and still nothing.
Customer Answer
Date: 01/10/2025
Please re-open my case. I didnt realize that I needed to accept the fact that BBB passed my case to the appropriate Costco department for review.
I was waiting for the actual review, for the result of the review.
Thanks,
****** *******
Customer Answer
Date: 01/10/2025
Complaint: 23910972

I am rejecting this response because:
My case is not solved. I still need information about the plate number, or compensation to repair my vehicle.

Sincerely,

****** *******
Business Response
Date: 05/10/2025
We attempted to call you to discuss but there was no answer. We will attempt again tomorrow.
Customer Answer
Date: 06/10/2025
Complaint: 23910972

I am rejecting this response because:

I received a voice message today on my home phone number from a Costco employee *******. Unfortunately, I cannot be reached by my home phone number temporarily. I am travelling currently and I am out of country. Please provide a phone number, so that I could call Costco.

Sincerely,

****** *******
Business Response
Date: 10/10/2025
Toll free : **************

Customer Answer
Date: 14/10/2025
Complaint: 23910972

I am rejecting this response because:
It is impossible to reach a security department person by calling a toll free phone number. I tried multiple times.
additionally, there is no information about a person whom I should talk to, except the name *******.
this is not acceptable.
please communicate with me via the email address: ***************************.

Sincerely,

****** *******
Business Response
Date: 15/10/2025
We have sent a response via email as per the request.
Customer Answer
Date: 15/10/2025
Complaint: 23910972

I am rejecting this response because:

This is a Costco fault - it didnt respond in a timely manner and the video clip is not available. Furthermore, the security team didnt follow the message received from the regional security manager who directed them to provide information to the police.

Sincerely,

****** *******
Initial Complaint
Date:19/09/2025
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.
I am filing this complaint against Costco Wholesale Canada regarding their breach of a documented refund agreement and subsequent refusal to honor contractual commitments. In August 2025, I returned a $6,327.99 **** leather sectional under Costcos satisfaction guarantee. During two separate customer service calls (August 23 and September 10), Costco representatives agreed to process my refund via Shop Card due to my original BMO Mastercard being inaccessible. Despite these documented agreements, Costco processed the refund to the inaccessible credit card on September 12, leaving me without access to my money for over three weeks. When confronted with this breach, Costco provided contradictory explanations, acknowledged they attempted to reverse the transaction because they recognized the error, yet refused to issue the agreed-upon Shop Card refund. Their final response directed me to seek legal advice, demonstrating bad faith and unwillingness to honor documented agreements. This conduct violates basic business ethics and consumer trust. I seek immediate resolution through issuance of the promised Shop Card refund and reasonable compensation for the significant inconvenience, time, and financial hardship caused by Costcos breach of contract and unreasonable conduct.Desired Resolution: Immediate Shop Card refund of $6,327.99 and compensation for time/inconvenience ($1,000-2,000).????????????????
Business Response
Date: 20/09/2025
We have shared this with the *********************** team for review and assistance
Business Response
Date: 20/09/2025
Hello,
This has been reviewed and the member has been advised that he must review with his bank in order to receive the funds.
Thank you
Customer Answer
Date: 22/09/2025
Complaint: 23910187

I am rejecting this response because I have already told Coscto before returning this sofa that I dont need money on my credit card and they confirmed that they will submit on a shop card. I have submitted mails as a response.

Sincerely,

******** ***
Customer Answer
Date: 22/09/2025
Dear Better Business Bureau

Thank you for forwarding Costco's response. However, their suggestion that I "talk to my bank" completely misses the fundamental issue and demonstrates their continued refusal to honor documented contractual agreements.

COSTCO'S RESPONSE IGNORES THE CORE ISSUE
This is NOT a banking problem; this is a breach of contract problem. Costco made specific contractual agreements in two documented calls to process my refund via Shop Card, not credit card. Their response deflects from this contractual breach by suggesting I solve their performance failure through a third party.

WHY COSTCO'S RESPONSE IS LEGALLY INADEQUATE
1. Contractual Obligation: Costco agreed to Shop Card processing on August 23 and September 10. They cannot fulfill this obligation by telling me to contact my bank.
2. Acknowledged Error: Costco previously admitted they tried to reverse the credit card transaction because they recognized it was wrong. Now they're claiming it was correct.
3. Deflection of Responsibility: Telling a customer to resolve the company's breach of contract through third parties is unreasonable and shows bad faith.
4. Contradictory Position: They simultaneously claim the credit card refund was "successful" while acknowledging I should seek the money elsewhere.

WHAT THE BBB SHOULD ADDRESS WITH COSTCO
Please ask Costco to specifically respond to:
Why they refuse to honor the documented Shop Card agreements from August 23 and September 10 calls?
How directing me to my bank fulfills their contractual obligation to issue a Shop Card?
Why they consider their breach of contract to be a banking problem I should solve?
When they will issue the Shop Card refund they explicitly agreed to provide?

RESOLUTION STILL SOUGHT
The original resolution remains unchanged:
Shop Card issuance for $6,327.99 as contractually agreed
Reasonable compensation for time and inconvenience caused by their breach
Written acknowledgment that they will honor customer agreements going forward

********************'s response demonstrates continued bad faith and unwillingness to take responsibility for their documented breach of contract. This deflection tactic should not be accepted as adequate dispute resolution.Please push Costco to address the actual contractual breach rather than deflecting responsibility to third parties who were not party to our agreement.

Thank you for your assistance in resolving this matter properly.

Sincerely,
******** ***
*****************************
************
Business Response
Date: 24/09/2025
This has been escalated to the *********************** management team
Customer Answer
Date: 25/09/2025
Complaint: 23910187

I am rejecting this response because:

Costco's position that third-party acceptance absolves them of contractual obligations is legally unsustainable under Ontario law. The Supreme Court of Canada's good faith trilogy, Ontario's Consumer Protection Act, and established contract law principles create a robust framework rejecting such deflection tactics. When retailers acknowledge breaches but persistently deflect responsibility to banks or credit card companies, courts view this as potential bad faith conduct that violates fundamental contractual duties.
Ontario law maintains that original contracting parties cannot escape their obligations through third-party arrangements made without consumer consent. The doctrine of privity of contract, consumer protection statutes, and good faith performance requirements combine to ensure retailers remain directly accountable for their contractual commitments, regardless of payment processing mechanisms or third-party involvement.

Contract law foundations reject third-party deflection
The doctrine of privity of contract remains fundamental in Canadian jurisprudence. As established in *********************************** v. ********************** (1999 SCC), contractual obligations cannot be unilaterally transferred to third parties without express consent from all contracting parties. The Supreme Court's two-stage test requires both (a) clear intention to extend benefits to third parties and (b) third-party activities falling within the contract's contemplated scope.
Third-party payment processing does not create protected interests under this framework. Banks and credit card companies handling refund transactions are incidental parties, not intended beneficiaries of the original consumer-retailer contract. Their acceptance of payment transfers cannot discharge the retailer's specific performance obligations.
The distinction between assignment of rights versus delegation of duties is critical here. While retailers may assign certain rights to third parties, they remain liable for performance of contractual duties unless consumers explicitly agree to novation. Even substantial performance doctrine provides no refuge - if a contract specifies store credit as the refund method, credit card refunds represent material deviation that could frustrate the contract's essential purpose, particularly when consumers cannot access those funds due to account issues.

Ontario Consumer Protection Act mandates direct retailer accountability
Section 96 of Ontario's Consumer Protection Act places refund obligations directly on suppliers, stating retailers "shall refund to the consumer any payment made under the agreement." This creates statutory liability that cannot be deflected to banks or payment processors. The Act's non-waiver provisions in section 7 render void any attempt to contract away consumer rights, including the right to specific refund methods.
The Consumer Protection Act 2023 significantly strengthens these protections. Enhanced penalties reach $500,000 for corporations, while treble damages become available for successful refund claims under section 69(2). The expanded definition of unfair practices explicitly covers unconscionable acts and misleading representations about problem resolution.
Deflection tactics likely constitute unfair practices under section 14, which prohibits false, misleading, or deceptive representations. When retailers acknowledge breach but direct consumers to pursue banking remedies knowing this won't resolve the issue, such conduct meets the threshold for regulatory enforcement. The *************************************** Delivery maintains authority to investigate these practices and impose administrative penalties up to $50,000.
Quebec's Consumer Protection Act provides particularly relevant precedent in section 51, explicitly stating that "designation by the merchant... of a third ****** to perform [obligations] does not free them of their obligation... to the consumer." While Quebec operates under civil law, this principle reflects broader Canadian consumer protection philosophy that retail merchants cannot escape primary liability through third-party arrangements.

Good faith doctrine prohibits deflection after acknowledged breach
The Supreme Court's landmark decisions in ****** v. Hrynew (2014 SCC 71), **** ****** **** v. Zollinger (2020 SCC 45), and ********************* (2021 SCC 7) establish that all contractual performance must meet good faith standards. The duty of honest performance prohibits lies, half-truths, omissions, and misleading conduct directly linked to contractual obligations.
Continued deflection after acknowledging breach likely violates these standards. When Costco admits the processing error but persists in directing consumers to banking remedies, this creates false impressions about their ongoing obligations. As the Court emphasized in ******, parties cannot "hold their tongue to deceptively string [counterparties] along" once they've made firm decisions about performance.
The discretionary power standard from Wastech further limits deflection tactics. Even with contractual discretion over customer service protocols, retailers cannot exercise this discretion capriciously or arbitrarily to undermine consumer benefits. Deflecting acknowledged breaches to complex banking processes when direct internal remedies exist appears designed to frustrate resolution rather than facilitate good faith performance.

Mitigation requirements must be reasonable and proportionate
Ontario courts apply strict reasonableness standards when evaluating consumer mitigation duties. The breaching party bears the burden of proving failure to mitigate, and mitigation alternatives must be genuinely accessible and proportionate to the consumer's circumstances and resources.
Requiring consumers to navigate banking systems becomes unreasonable when several factors converge: the retailer acknowledged the specific breach, alternative resolution methods exist within the retailer's direct control, and the banking process imposes a disproportionate burden relative to the consumer's situation. Courts particularly scrutinize mitigation requirements that appear designed to frustrate rather than facilitate resolution.
The "own conduct rule" prevents parties from relying on mitigation arguments when their own breach created the circumstances requiring mitigation. Since Costco's processing error created the need for banking system navigation, they cannot use consumer difficulties with that system to excuse their performance obligations.

Practical legal arguments for business correspondence
Primary legal position: "Under the doctrine of privity of contract, as confirmed by the Supreme Court of Canada in *********************************** v. **********************, [1999] 3 S.C.R. 108, parties to a contract cannot transfer their obligations to third parties without the express consent of all contracting parties. Your assertion that third-party acceptance relieves your contractual obligations contradicts this fundamental legal principle."
Consumer protection argument: "Under section 96 of Ontario's Consumer Protection Act, 2002, suppliers have direct statutory obligations to process refunds according to agreed terms and cannot deflect responsibility to banks or credit card companies. Section 7 of the Act renders void any waiver of these consumer rights, and your deflection tactics may constitute unfair practices under section 17, subject to penalties up to $250,000 for corporations."
Good faith performance argument: "Your continued deflection to banking remedies after acknowledging the processing error violates the duty of honest contractual performance established in **** ****** **** v. Zollinger (2020 SCC 45). The Supreme Court held that parties cannot create false impressions through 'half-truths, omissions, and even silence' when they know counterparties are operating under incorrect assumptions due to their actions."
Unreasonable mitigation argument: "Requiring consumers to pursue banking remedies when you have direct means to resolve the acknowledged breach violates established mitigation principles. The 'own conduct rule' prevents breaching parties from relying on mitigation defenses when their own breach created the circumstances requiring mitigation."

Ontario's legal framework provides multiple avenues to counter Costco's third-party deflection position. The combination of privity doctrine, consumer protection statutes, good faith requirements, and reasonable mitigation standards creates overlapping protections that reject attempts to escape contractual obligations through third-party arrangements. Courts consistently hold that payment processing mechanisms do not transform the fundamental nature of contractual relationships or eliminate primary obligor liability.
The "bank accepted it so we're not responsible" argument fails because it conflates payment processing with contractual performance, violates established privity principles, contravenes consumer protection legislation, and potentially constitutes bad faith conduct when used persistently after acknowledging breach.

Costco needs to provide written confirmation of a comprehensive resolution addressing three critical elements.
First, immediate contractual performance requires issuance of a Costco Shop Card for $6,327.99 as originally agreed in documented contractual arrangements, thereby fulfilling primary contractual obligations that have remained outstanding for over three weeks.
Second, compensation for unreasonable conduct must include an additional payment of $5,000/-, acknowledging the significant time, expense, and financial hardship caused by persistent deflection tactics and violation of good faith performance standards. This compensation reflects the aggravated nature of damages flowing from Costco's acknowledged breach, followed by systematic attempts to deflect responsibility to third parties.
Third, written corporate policy acknowledgment must provide confirmation that Costco will honour documented customer service agreements regarding refund processing methods and will cease deflecting acknowledged contractual breaches to third-party banking systems. This acknowledgment ensures similar violations do not recur with other consumers facing comparable situations.

Sincerely,
******** ***
Initial Complaint
Date:19/09/2025
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.
2025 08 21 order date I ordered a apartment sized deep freeze on above date. Still have now received the package Keep getting run around from Costco
Business Response
Date: 20/09/2025
We have forwarded this to our *********************** team for assistance.
Initial Complaint
Date:16/09/2025
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.
To Whom It May Concern,Ive been a loyal Costco member for years, but my recent experience at the *********** in the ***************************. warehouse was very disappointing:Purchased 4 tires in Nov 2024; one began leaking in Sept 2025.Multiple calls to Tire Centres went unanswered; I had to visit in person to book an ************** inspection, staff told me the tire could not be repaired and I must wait 3 weeks for a replacement. They advised me to keep driving on the leaking tire and to send an email (no response received).For safety, I switched to my spare and later had the tire repaired the same day at Canadian ******* a follow-up rotation appointment, service took almost 2 hours, but the tires were never rotated, and the wheel lock was left loose inside the car.This series of issues unanswered calls, unsafe advice, misdiagnosis, lack of response, and incomplete service does not reflect the quality Costco is known for. In my experience, the advertised 5-year warranty, free repairs, and free rotations delivered no real value.Request for Resolution I respectfully request that Costco management:1.Expedite sourcing and installation of the replacement tire.2.Provide compensation for the $60 tire repair cost *********** a long-time Costco member, I am extremely disappointed by the service I received. This experience has seriously damaged my perception of the Costco brand, which I have always associated with quality and member satisfaction. I hope this complaint is escalated appropriately so corrective action can be taken.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,*** **** Costco Membership #: ************
Business Response
Date: 16/09/2025
The member will be contacted and this issue addressed.

Customer Answer
Date: 16/09/2025
Complaint: 23890575

I am rejecting this response because:
Costco only addressed my request for replacement tire; my 2nd request is not addressed: Provide compensation for the $60 tire repair cost incurred.

Sincerely,

*** ****
Customer Answer
Date: 17/09/2025
Hi there, further to tire repair/replacement issue, i would like Costco *********** to provide me with an explanation as to why the rotation service was not performed, and what corrective measures will be taken to prevent similar service failures in the future. in addtion, i respectfully request an apology with assurance of improved service and goodwill compensation for the time lost due to a two-hour service appointment in which the rotation was not performed.
best regards/Lei
Initial Complaint
Date:15/09/2025
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 two Vienna Dressers from Costco Online to be delivered September 10th. ************* came, and said that they could not move it (not a space issue, but weight - why didn't know they know how much it weighed to begin with?). They sent another crew, who said the same thing. The delivery team said they would rescheduled. When I called them after they did not reschedule, they told me they would call me back in 5 minutes. They did not. After looking into it further they had signed the paperwork themselves and marked the order as complete. Leaving the furniture in my garage to get damaged. I reached out to Costco customer service, and they said they would escalate the situation. I never heard back, called the next day same story, called the day after same story. I have been calling every day since September 11th and no one is doing anything about this. No one returns me call, no one has any answers for me. The delivery company won't talk to me, and Costco just keeps saying they are escalating the situation.
Business Response
Date: 15/09/2025
We have shared this with our *********************** team to review and assist.
Business Response
Date: 15/09/2025
Hello,
This is to confirm that we are directly assisting the member.
Thank you,
**** S
Customer Answer
Date: 20/09/2025
Finally have the items delivered; however, Costco has not reach out regarding compensation for this whole issue.
Initial Complaint
Date:14/09/2025
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.
Costco delivery driver on private property in Large truck blocking all parking to multiple businesses. ************** one I went to. I waved at the driver because i wanted to park in ****** optical parking. he was blocking all parking and truck was sticking out into path of ********************** Bus terminal. I had no where to go to park. he waiting a while then he pulled out in front of me and stopped, opened the window and threw all his garbage out the window towards my car from his lunch. Im not shopping at costco so why was he sitting there? whos going to pick up his mess? He was filipino. why do this to me?
Business Response
Date: 15/09/2025
We will have a member of our team reach out for assistance in escalating this to the appropriate team.
Business Response
Date: 24/09/2025
We are attempting to contact this person to get more information so we can assist.
Initial Complaint
Date:11/09/2025
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.
Complaint against Costco Wholesale Canada *********************** (*******************************). On Sept 11, 2025 at about 6:30 PM, I experienced unfair, selective, and humiliating treatment. I spent about CAD $450 shopping with a friend. At the exit, door staff ****** inspected our receipt in an unusually strict manner only toward us: she unfolded and checked every item, took a long time, disorganized my neatly packed purchases, and demanded that I open my backpack even though it was visibly empty. I then observed for nearly 40 minutes and saw she did not treat other customersparticularly white customers with larger cartsthe same way. As an East Asian member, I believe I was singled out due to racial profiling. When I sought help, Assistant Front End Manager ******* responded arrogantly and dismissively: no apology, only pointing to the posted policy that Costco may check bags, saying this might happen again, advising me dont bring a bag, and finally, if you dont like it, we can refund your membership. A refund is not a remedy; it ignores the discriminatory and disrespectful behavior I experienced. I request that Costco investigate this incident, address the conduct of ****** and *******, provide a written apology, and implement training to ensure consistent, fair treatment of all members regardless of race or whether they carry a bag. I ask BBB to assist in obtaining a fair resolution and a commitment that such selective treatment will not recur.
Business Response
Date: 22/09/2025
This was sent to the warehouse on *********** to assist the member. We received confirmation that the member was contacted by their leadership team.
Initial Complaint
Date:10/09/2025
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.
Ordered a Television through *********************** on 29 August 2025 , Costco Order # **********. The order was shipped via *** on September 02 . On Sept 04 it was delayed due to uncontrollable circumstances. It arrived in ******** September 5 , but now the Address was apparently illegible . Further delay ? Scheduled for original delivery on Thursday September 4 . Tracking from *** indicates on the Truck for delivery Friday September 5 . Not delivered . I called *********************** who advised they ARE UNABLE to cancel because the item is in the hands of the **************** . Excuse me I purchased the TV from Costco , not ***** The delivery ******* has nothing to do with the contractual obligation . Costco SHOULD be able to cancel an order . So the *********************** representative suggested it would be delivered on Sept 8 . Well September 8 , *** tracking again on the ***** will deliver . Again not delivered I called *********************** and spoke with an representative ***** who defended *** poor customer service . So I cancelled the order but apparently now I have to wait for *** to get the TV back . Well its been 2 days and still no refund from Costco . Costco does not hold these dysfunctional Couriers responsible even though it directly affects Costco Customers. Extreme disappointment with ******************** and I may very well be returning a truck load of stuff . You know satisfaction guaranteed
Business Response
Date: 10/09/2025
We have sent this to our online team for review and assistance.

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