Business Profile

Incorporation

Costco Wholesale Canada Ltd. HQ

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

234 total complaints in the last 3 years.
85 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:22/07/2024
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.
Membership ID: ************ Order Number: ********** I have been waiting on a delivery of a patio set for almost a month, the delivery company keeps giving me a runaround, and false promises, the order shouldn't have taken a month, and the delivery date I got when I ordered is completely different from when we ordered. Again false promises, no delivery date this has been super frustrating as a loyal costco customer I would expect better services.
Business Response
Date: 05/08/2024
Our Ecommerce team has confirmed that they reached and the order was delivered.
Initial Complaint
Date:17/07/2024
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.
Serial #**************** Concierge warranty valid through March 15-2025 Issues 1. Front k**** are falling off. When put back on they will not stay in place.2. When the k*** is pressed to ignite the burner, it stays stuck in. It will not pop back out to its normal position.3. The oven temperature thermometer is not reactive enough. After reaching the desiredtemperature, it drops and takes way too long before reigniting, resulting in a poor cooking experience.4. When we purchased the stove, the description on the Costco website and our invoice stated that there would be 4 Defendi Italian brass burners. They are not. We were provided aluminum ones made by E.G.O.I have been waiting over a month Since the beginning of June 2024 and no resolution. As per item # 4. False advertising by Costco.
Business Response
Date: 24/07/2024
The member was offered a full refund and pick up of the item.
Customer Answer
Date: 24/07/2024

Complaint: 22003730

I am rejecting this response because: Costco said a full refund would be possible once they have authorization from the manufacturer. I have had only a verbal response that they are still waiting for the answer from the manufacturer. I have not received written or verbal confirmation that this has been resolved.

Sincerely,

*************************
Business Response
Date: 25/07/2024
The member was provided with a resolution and the issue is now resolved.
Customer Answer
Date: 26/07/2024

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 **** am very happy with the service that Costco is providing.

Sincerely,

*************************
Initial Complaint
Date:08/07/2024
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.
Dear Better Business Bureau,I hope this message finds you well. I am writing to file a complaint about a distressing experience in the ***************** of the Costco ******************** on July 6, 2024, between 1:30 and 2:00 PM.At the return desk, I intended to return an item with the *** "1630866-THERMOFLASK" purchased in April. Despite having the merchandise, the employees informed me they could only process a return for a Thermoflask purchased in June.Insisting on refunding the April transaction, I found the staff unhelpful and unwilling to search or provide a satisfactory explanation, citing a policy that made no sense. The situation worsened when I was forced to wait with my family for over 20 minutes. Employees insisted on scanning multiple receipts, starting from June, and asked me to log into my online account to find the April transaction, which I found unnecessary and demeaning.Despite my request to verify the transaction date through their system, I was denied this basic courtesy. The employees stated, "It is you who want to receive the refund, and you should bring the receipt promptly and do your homework."Throughout this ordeal, I was treated with disrespect and confronted with baseless claims about Costcos return policies, which were inconsistently applied. This treatment caused undue stress and tarnished the reputation of the establishment in my eyes.I request your immediate attention to this matter and a formal investigation into the conduct of the ***************** employees and supervisors at the Costco ***** warehouse.I look forward to your prompt response and resolution of this issue.Yours faithfully,Mahe
Business Response
Date: 15/07/2024
The member has been contacted and issue resolved.
Customer Answer
Date: 23/07/2024

Complaint: 21958011

I am rejecting this response because:
Good morning,

No, We tried to reach out Costco but I didnt get chance to speak with anyone.

Regards,
Mahe
Business Response
Date: 23/07/2024
Good evening,

We have re-escalated this matter to the management team at the ********** location. We have requested the reach out to our member to resolve and address this interaction.
Thank you
Initial Complaint
Date:08/07/2024
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.
Since July 2nd, the refrigerator has been emitting an unusually loud noise, and on July 4th, it ceased functioning altogether, causing all the contents to thaw. Despite following the manufacturer's instuction adjustments, the issue persists.I have contacted Costco **************** twice on Friday, seeking a replacement or exchange. Unfortunately, I was informed that Costco only offers a 90-day return policy only with no further store warranties. Additionally, upon Costco team's recommendation, I reached out to MC **************** their contractor ,who issued service order **********, promising a response within 48 hours, which has now elapsed with no communication.Additionally , there was an incident occurred while I was on the phone with Costco customer service representative, attempting to provide the serial number from inside the fridge. Suddenly, I smelled a strong burnt odor and observed smoke emanating from the back panel of the refrigerator. I unplug the power immidiately, it is luckly that we were at home to avoid a fire harzard. The GE technician came onsite pointed out the compressor was overheat , burnt **** of label and pipe as attached. Given that GE is a reputable brand, and Cafe is its luxury line, I chose Costco for its renowned warranty and customer service, among other stores. I highly not trusted the current product/model which makes me feel unsafe to keep it 24 hours plugged as our family members are not home during the day.This experience has been highly disappointing, particularly as a long-time loyal Costco member.I seek clarification on what the Costco 2-year warranty covers for their members, especially considering that the fridge also carries a 5-year manufacturer warranty. Rather than that, they should just state out 5-year manufacturer warranty on their website instead of providing any Costco's Warranty. This discrepancy has frustrated their members for exchange or replacement concerns.
Business Response
Date: 12/07/2024
Update: The unit was inspected and the Vendor has ordered the necessary parts. An Incident Report was shared with the client to address any damages.
Initial Complaint
Date:06/07/2024
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 went to costco ancaster on thursday, july 4th for an appointment to swap tires and do an oil change.10 minutes after driving home the *** light and abs light came on the vechile.these lights were not lit before the tire swap and something must have happened during the install.I phone the warehouse when i got home asking for an appointment for them to look at the vechile to see if something happened and they said they would call back. I waited on friday for a call but didnt receive anything.I want the vechile to be taken a look to see what caused the *** and abs light to come on after the tire install. if they for example damaged the wheel sensors during the install to pay for the repairs.
Business Response
Date: 11/07/2024
The warehouse has informed us they have been in contact with the client and will be inspecting the vehicle and addressing the issue.
Initial Complaint
Date:04/07/2024
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.
Since early 2022 my experienced while shopping at Costco has been unpleasant and targeted. I am forced to use other means of payments missing out on my Costco cashback dollars and Mastercard rewards. To start, my executive coupons are removed from monthly mail magazines, discount items in warehouse are often ignored while paying and I have to ask cashier to please check prices. On occasion I have asked for an item and have been told its out of stock only to see other members with the same items in cart. I am forced to have other means at my disposal to make purchases (cash/ other) as my Costco CIBC mastercard is oftentimes blocked, the message is unauthorized. To be clear my credit-card is in good standing, in-fact I currently have a credit of 50 plus dollars, plus reward dollars. Just recently, June 29, 2024 Costco informed me that my credit card was cancelled, which is not only false but worrisome bc I have only membership with Costco. FYI, I had changed my pin in the bank mid June 2024 and was given a print out displaying my credit. The week of June 22, after changing my pin I had attempted to use the credit card & again message was unauthorized. Even more bizarre, on June 29, 2024, an employee pushed a line of carts into me, injuring my back and was not very apologetic, in-facts was dismissive and when asked where to file an injury report gave incorrect information. We were later directed to speak with a supervisor and after explaining what happened, she completed a report and asked my witness and I to sign it, luckily we reviewed for accuracy bc it was misleading and false. The supervisor apologized and completed a new one and we signed. Overall this type of targeting a customer is concerning, bc its not only here in ****** but every Costco I visit. Who did I offend and why is it acceptable for Costco to take sides and retaliate on behalf of others. Please stop harassing me.
Business Response
Date: 05/07/2024
Called and left a voicemail inviting the member to call back at our toll free number **************. Any member of our team can assist in finding an appropriate resolution or escalate her request to the appropriate department.
Initial Complaint
Date:04/07/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to Costco ************** and bought hearing aids. I paid full price for them by debit. The clerk forgot to charge me for moulds for the hearing aids. I waited 3 weeks for the new hearing aids. Four days before I was to pick them up the clerk sends me a text saying I need to come back in to centre as they did not order the hearing aids that I had paid for. I followed up and it was because he didnt process the order because he didnt charge me for the molds. He told me I would have to wait 3 to four weeks more to get the new hearing aids. I called a manager at Costco and told him I was very unhappy with the service. He expedited the molds without me going in and I got the hearing aids on the original date I was given. I was told by the technician there would be no charge for the molds. Picked up the new heating aids and they did not work so I returned them for a full refund. They is a government subsidy that Costco Hearing applied for that seniors can get once every five years. They told me my subsidy would be sent back to the government. I asked to be notified when this would be completed so I could go some where else and get new hearing aids. They agreed to do that. The technician gave me the molds saying they were free.I then went to another Costco and was given excellent service. The technician there told me that the molds that I had would not work with the heating aids I had bought. We threw them in the garbage and she fitted me with a different style and brand of hearing aids. I paid full price for the new hearing aids and I paid for new molds for them. When I went back to get my new hearing aids the technician told me that the first Costco had deducted from my subsidy the cost of the molds and I had to pay that for my new hearing aids. I paid again for molds that were wrong and didnt work with the hearing aids they sold me. Molds that the first Costco told me they would give me for free. They took money off my subsidy without telling me.
Business Response
Date: 10/07/2024
Issue is corrently being looked at with the hearing aid department at warehouse ******************.
Customer Answer
Date: 10/07/2024

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:02/07/2024
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 don't even know where to begin on this, I placed my Order Number ********** on 06/13/2024 and it shipped under *** Tracking #1ZA153R92003078213. They marked it as "delivered" on 06/19/2024 12:47 but the proof of delivery photo shows literally nothing. It's what seems to be the box of what I ordered, an ** Monitor, propped up against some structure. It doesn't even seem like a door. The *** Driver failed to follow protocol, proof of delivery photos are supposed to include both the House Number AND the label of the package, I have no idea where they left that item, nor do I know if that box in the photo was actually mine! I contacted costco on the phone and they seemed to be helpful at first, they told me that I'd get a refund within 3-5 business days but then emailed me a couple days after requesting that I file a police report, super super annoying since I was promised a refund already but it's alright. I get it's just protocol. I filed the report and it took a few days for the police to get back with me with the report but they did, and I submitted it to costco and they said that all was well. Unfortunately they sent me an email now that my refund was denied due to "proof of delivery" but like... literally how? The blurry little photo *** provided? Where is that? Costco should need to atleast give me a reason because I want to hear what nonsense they make up. This package never got to me.
Business Response
Date: 07/07/2024
This is being addressed by a member of our leadership team on Costco.ca.
Customer Answer
Date: 07/07/2024

Complaint: 21935250

I am rejecting this response because:
I got a call from Costco, nothing more as of yet, just told me they're working on it. We will see.

Sincerely,

*******************************
Business Response
Date: 08/07/2024
This has been escalated to the appropriate team and we are looking into it.
Customer Answer
Date: 10/07/2024

Complaint: 21935250

I am rejecting this response because:
Just got a call from costco canada confirming that my claim was denied. They keep listing proof of delivery as a reason but I'm yet to get any evidence of this. The delivery driver did not do their job.

Sincerely,

*******************************
Business Response
Date: 15/07/2024
The member was informed why their claim was denied and provided with the contact information for the appropriate department to dispute the claim.
Initial Complaint
Date:25/06/2024
Type:Billing 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 June 24th, I've made an order (#**********) using a promo code (2ChanceP7)The business claimed the promo code is already used and refused to apply it although I provided them with the two emails I received from them with two unique promo codes (2CHANCEP6 and 2CHANCEP7) and each has its own expiration dates.They only offered me to cancel my order.I want the business to honor the promo they sent to me Attached the two emails I received from the business.Thanks
Business Response
Date: 07/07/2024
The complaint has been shared with the ************************** team for further assistance.
Customer Answer
Date: 08/07/2024

Complaint: 21897209

I am rejecting this response because: I cannot find the response.

Sincerely,

************************
Customer Answer
Date: 08/07/2024

Complaint: 21897209

I am rejecting this response because: Waiting for the ************************** team

Sincerely,

************************
Business Response
Date: 15/07/2024
Issue has been resolved with Costco.
Customer Answer
Date: 17/07/2024

Complaint: 21897209

I am rejecting this response because: Yes, the business applied the promotion n the interest of "good faith" BUT they insisted that they didn't send me the offer email and blacklisted me. I feel that I was treated badly and I request an apology from the business.
The response I received is:
"Good Morning *******

First and foremost I didn't call you a liar. You even asking the question "Are you calling me a liar" which I responded "no I am not"

I was giving you the facts:

Costco did not send you the P6 promo
The email was sent out May 2, 2024 for the P6 promo. Your email was not part of the emails sent
The email was sent out May 23, 2024 for the P7 promo. Your email was part of that email list.
Both the emails that you forward where dated the May 23, 2024

These are just facts.

That being said in the interest of "good faith", Costco is going to send you the second $100 shop card.

Just to clarify you are not eligible for any more promo's

Regards
*********************
Fleet Manager - Warehouse #****"

Sincerely,

************************
Initial Complaint
Date:24/06/2024
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.
To whom this may concern:I attended your *********** located at **************************************************** on June 10 for a tire repair. After examination it was deemed that the tire cannot be repaired, and thus a brand new tire (Bridgestone Turanza EL) must be installed. I spoke to one of your Costco tire reps who ordered the tire and advised that the tire shipment will arrive on Monday, June 17. To ensure the tires can be installed in a timely manner, I was scheduled to attend the *********** for installation on Tuesday, June 18 at 1845 hours. I have also been asked not to drive the vehicle while the tire is being order due to the risk of a flat tire on the road. I subsequently had to make alternate travel plans. On June 18 near the time of my appointment, I received a call from Costco Tire advising that the tire has not arrived, and asked me to not attend for the appointment. I was advised to wait until the staff contact me when the tire arrives.Over the past two days I have never heard anything back from Costco, nor any updates on the whereabouts of the tire. On Wednesday, June 19 and Thursday, June 20 I made a series of calls to Costco *********** inquiring the status of my tire which they promised will arrive on June 17. This is when I was advised by "*****" (or ****) that the tire was never shipped. After pressing him on why the tire was not shipped, he then promised to get "tires from another location", which should have been done in the first place. I have been waiting for more than 10 days for this single tire when the Costco *********** staff was negligent in getting this tire that they could have easily request from other sources. During this period I have not heard any follow-*** from Costco, and caused me great deal of inconvenience as I need to limit my usage of the car and had to plan alternate travel options. The tire finally arrived and installed on June 20 but I am extremely disappointed with Costco's negligence and lack of professionalism.
Customer Answer
Date: 24/06/2024
Hi there,
I understand that the complaint can be written and paraphrased. I would take one of your advice and change the proposed resolution to: partial refund: (in store credit). This is not entirely due to time lost, but due to unsatisfactory and unprofessional performance by Costco ************ I humbly request a refund, in Costco store credits, that amounts to approximately $100. I trust that my clarification would satisfy the criteria for a successful complaint. If you have any questions, please let me know. Thank you.
Business Response
Date: 10/07/2024
The issue has been resolved with the member at the warehouse.
Customer Answer
Date: 10/07/2024

Better Business Bureau:

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

Sincerely,

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

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