Complaints

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

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

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• 

  Costco Wholesale Canada Ltd. HQ

  415 West Hunt Club Road Ottawa, ON K2E 1C5

• 

  Costco Wholesale

  1411 Warden Avenue Scarborough, ON M1R 2S3

• 

  Costco Wholesale

  5900 Rodeo Dr Mississauga, ON L5R 3S9

• 

  Costco Wholesale Canada Ltd. HQ

  13650 50 St Edmonton, AB T5A 4Y3

• 

  Costco Wholesale Canada Ltd

  3550 Brighton St Burnaby, BC V5A 4W3

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:19/06/2024

  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.

  We had a major house fire over two years ago when we lost everything. It took us over 2 years to rebuild and scheduled to move back in the house on June 1st. - We placed an order for the mattress on May 5 and scheduled for room of choice delivery on May 30th.- Two gentlemen from (Metro moving company (contracted by Costco) delivered the mattress to our door step stating the mattress package is damaged and it is soiled and asked me if I accept that. I responded that I'd accept that as I have no other choice and I'd need a mattress tomorrow. - the two gentlemen refused to deliver the mattress to my bedroom although I had the room of choice delivery. They stated they need a 3 man team. I offered my help and they refused that stating liability issues. Their supervisor called me an promised next day delivery with a proper 3 man team.- then I got a call from Costco stating that they wouldn't deliver the next day and what they promised was not true as they would need a work order from Costco for redelivery. They rescheduled for delivery on June 5 although they knew about the inconvenience they were causing. - On June 5, I received an automated call from the ******************** that the mattress is on the way and within half hour from my home - after waiting for 4 hours I followed up with them and they told me they could not find the mattress and cancelled the delivery. - Then I received a call from Costco saying the mattress is lost. After a few days back and forth with the customer service, they put a replacement order in place. The replacement mattress was scheduled to be shipped by June 20. - On June 19th, I received the email below stating that the mattress is damaged and needs to be replaced again.- A phone conversation with Costco customer service, I was told, ******************** cannot guarantee that I receive the mattress without damage and they offered me a 100$ Costco shop card so I can go rent a truck with it and buy a mattress from somewhere else which I refused.

  Business Response

  Date: 20/06/2024

  We are currently working with the vendor and carrier to ensure a mattress is delivered in good condition as soon as possible.

• Initial Complaint

  Date:13/06/2024

  Type:Billing 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.

  In Feb. 24th I acquired a CIBC credit card from Costco, because I wanted to pay my credit card for purchases one or two days after I made a purchase which would earn money to use at Costco. After a month of just getting $52 of gas, I was told when I signed up that I would receive $60 back after I signed up. I waited for a statement to come so I could pay online (I asked to have a paper statement but didn't receiver any just a statement on line). I made a mistake and used my membership account instead of my credit card number. So for two months I was making payments into the wrong account. On March 26 I made a payment of $354.57; $60.26; April 25 $475.57; $52.82; $32.93 and $32.92. All this adds up to over $900.00. I phoned my bank ********************** to see if they could do anything and they said it usually takes 4-6 weeks for Costco to send it back to me, this was about a month ago and she said she would send a reminder to them. I phoned back two days ago and was told they sent out the reminder on Apr. 30th and it takes up to 8 weeks to hear back from them. I have paid $21.00 interest in April, $23.70 for *** and $23.70 is due in June. I would like my interest back. I made an honest mistake and I think I'm not the only one that has done this. This isn't fair. They have my money in a differeny account. Could you please help me get my interest back. Thank you. I am a pensioner, I don't have a spare $900 to pay off the debt. I could mail off my statements to you and have requested them from CIBC.

  Business Response

  Date: 13/06/2024

  Good evening,

  We are in the process of communicating with our payment team. Once we have and update our member will be contact. 

  Thank you 
  

  Customer Answer

  Date: 14/06/2024

   
  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:05/06/2024

  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.

  Purchased a Hisense 60" TV & extra 3 year warranty but TV stopped working before 2 yrs. of use Contacted ********* took 3 days before they sent a technician & then was told to wait another 5 to 6 working days for an update. After no contact I called the conciergie ***** on June 5th for an update & was told to wait 5-6 working days again. No result after so many days waiting even though I asked to speak to a manager. How long do I have to wait for any update. Not reasonable to be without a resolution for almost 2 weeks. Very disappointed with Costco, so I am frustrated with their lack of respect for customers to have to wait so long for an answer.

  Business Response

  Date: 06/06/2024

  We have shared this complaint with the appropriate team to review. 

• Initial Complaint

  Date:30/05/2024

  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.

  Back in March I tried ordering a Flex Hybrid Mattress from Costco.ca It was on sale.. Listed as a 7 layer EXCLUSIVE Ghostbed to Costco.. Came in a box..nOpened and coils coning out of side. Unzipped cover. Wow 1 in foam and 6 in coils .. only 5 layers.. Called spoke to ****.. He sent another.. Didn't open called Ghostbed.. Told needed to call mon to fri 9 to 5. Returned box to costco.. truck picked up other one.. Called again.. **** states.. Now the 7 layer 1 in coiled Mattress (my surgeon said to get )is listed as the Costco Hybrid On sale now on costco.ca Funny same mattress , 2 different sales but under 2 different names. He Quaranteed ots correct. We recieve in a box.. Husband moves our medical latex mattress to spare and spare off to donate.. Mattress expands.. Again WOW..ITS NOTRT .. It's 5 layers 1 inch foam 6 in coils and 2 top layer different colors from 1st mattress....CALLED ghostbed 2nd time.. read # off box.. yes they describe this mattress. But it's not the ad listed.. We took pictures of add on sale.. Now off bed again.. rt mattresses need changed around again.. Spare room from basement bed... **** and ******** again..Send pictures..Now **** from Ghostbed calls.. Accuses me of calling 5 times. Back in Feb.. I have copy of calls. 2 only Send anther.. wow. Move mattresses again.10pm night not rt bed .. very stiff .. huge . Heavy.. Husband cuts mattress .. No 1in coils .. solid foam.. Cuts in 11 in.. no coils .. foam.. CLASSIC MATTRESS IN HYBRID COVER.take off bed I'm at door to protect barn door. Matress falls sideways . Traps me against jamb.. Injured. Sent pictures.. Mattress now on bed.. Had to buy 3 in topper to sleep on.. unable to move .. No rtt mattress. Call again.. How.. Costco puts in insurance hand.. All misleading sales. She's rude.. insist money and wants me to sign costco not at fault.. refuses head office.. Pictures to prove all above.. Recordings .. she said most would sleep on and not check

  Business Response

  Date: 30/05/2024

  This was already addressed by Costco.ca leadership and a refund was provided for the item. A claim is currently active with ********* *******, for updates on the claim please contact ********* ******* by phone ************ or email them at gb-costco-*********************************

  Customer Answer

  Date: 31/05/2024

  
  I am rejecting this response.

  On costco.ca flex hybrid was listed as 7 layer. After sale ad was changed to 5 layer. 

  Then told to get hybrid thats on sale.. Same exclusive mattress,  , 7 layer.. how.. both came as 7 layers . Much cheaper.. i in foam and 6 in coils.. no as advertized.. 7 in foam 1in coils.. 

   They they sent another .. in the hybrid cover , yet solid foam. Real fraud. There sending to insurance trying to force me to settle.. 

   i asked for head office.. everyone that bought mattresses on these 2 sales ould have gotten wrong mattresses.. Insurance answer was.. most would just lay on mattress not looking inside zippered cover.. Also wouldnt address injury happened due to real ****** mattress and again extreme wrong mattress. 

    3 times we had to change beds around.. wait for mattress to expand to see wrong.. Then chane our mattresses around to rest.. Then send a classic in a hybrid cover. Its so ****** i get injured.. wouldnt have happened it rt mattress.. 

    insurace was recorded stating above comment.. She absolutely refused *********** number or conversation with costco ecommerce.. 

  Please look at pictures directly under listing.. Show mattress as 7 layers.. Described in depth.. yet sent 2 different 5 layer mattresses.. What Ghostbed confirmed as there real mattresses.. Thar means nobody would get the advertized one.. Everyone on both sales got frauded out.. 

  Not easy fix.. Follow through MEANT TO EVERYONE THAT BOUGHT ON BOTH SALES..

  THIS IS WHY HEAD OFFICE WAS REQUESTED , TO DISCUSS..

   THIS MANY WRONG MATTRESSES AND A  TOTAL FOAM IN HYBRID WRAPPER.. PLEASR LOOK AT HYBRID DISCRIPTION.. NOT SOLID FOAM OR OTHER 2 I RECIEVED..

  INSURANCE EXPECTS ME TO SIGN COSTCO NOT AF FAULT.. THEY ARE .. NOT ACKNOWLEDGED INJURY EITHER.. NOR ALL OTHERS THAT GOT FRAUD..

  CONVERSATION EASIER ON PHONE.. .THANK YOU..

  WOULDNT COSTCO HEAD OFFICE WANT TO DISCUSS WITH PERSON THAT FOUND ILLEGAL SALES ON COST.CA TWICE DURING SALES ..

  WHOS PROTECTING THOSE PEOPLE TOO ?

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/06/2024

  This is being addressed by the appropriate team. To avoid duplicate communication, we consider this matter closed. For further assistance please reach out directly to your case worker. 

• Initial Complaint

  Date:27/05/2024

  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 on ********** this morning to repair my 17 truck tire all season, which had a s**** in it.They indicated that they could provide the service.Upon returning to pick up completed repaired tire, I was advised that damage had been done to my tire.They recommended that I purchase another.My tire was not damaged except for the s**** that they indicated would be fixed.I spoke to ****** who was the manager at the time.I wish that Costco on Regent would now replace the damaged tire that their technician had damaged.

  Business Response

  Date: 01/06/2024

  The member was contacted and taken care of.

  Customer Answer

  Date: 01/06/2024

   
  Complaint: 21765725
  
  I am rejecting this response because: 

  I am not satisfied with the outcome, they did not try to rectify the issue that their shop created. Their insurance company was quite unpleasant and not helpful at all, very condescending and suggested that I contact my car insurance.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/06/2024

  An incident report has been filled and sent to are insurance company for review ********* *******. ********* ******* will be in contact with the member to resolve the issue.

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21765725
  
  I am rejecting this response because:
  I feel that this tire repair shop should of immediately notified me of the findings and not continued with the repair of my tire.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:23/05/2024

  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 purchased a Hot Tub from Costco.ca and within a month from the delivery it was leaking a considerable amount of water. They agreed to exchange the Hot Tub . With a lot of chaos there was an exchange made. Within a year the 2nd hot tub was leaking differently but more than the first Hot Tub. The vendor of the Hot Tub agreed to an exchange only. At this time I have zero faith with the Hot tub company but feel Im at their mercy. I received my 3rd Hot Tub Jan 31, 2024 and it stopped working April 4,2024. The technician confirmed the third spa spa pack. The internal computer is bad. I am now told that they will replace the spa pack only and all warranty, etc. is completed. I asked the technician how confident he was where this is my third spa in the spa pack change out, he cant make any promises either due to the history of the company . I have at this time requested a full refund and for them to remove the hot tub from my yard. I did not ask for the electrical bills. The chemicals are lost the electricians Ive had to pay for to disconnect and reconnect the time and energy Ive gone through in the last two years and seven I have only asked for a refund for exactly what I paid, and remove it from my yard so that I can do business with a different company. They told me the only option I have is to replace the whole computer system of the brand new spa and theres no warranty left. I have done nothing but be patient and go along at their mercy hoping to resolve this issue. I cannot do that anymore at this time and I have no idea where to go from here, please help

  Business Response

  Date: 01/06/2024

  We are currently reviewing the issue. 

• Initial Complaint

  Date:22/05/2024

  Type:Order 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.

  Insurance policy was due to renew, so i was getting quotes from costco insurance(Broker)They provided me with cheaper prices, but told me i could not be insured. The insurance was through ********* and i was already with Pembridge at a higher price from another broker. Costco insurance said they did not want to cause a conflict. I just wanted cheaper prices, but was denied.

  Business Response

  Date: 10/06/2024

  "Costco is ensuring Inova is continuing to work with Pembridge to see if there is a way to assist the member".  

  Customer Answer

  Date: 10/06/2024

   
  Complaint: 21744807
  
  I am rejecting this response because: there is no solution being offered . They only state that they will keep working on it. I want my quoted price to be honoured. A home insurance policy for $750/year.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 13/06/2024

  "Costco's role is to request that the broker (Inova) does everything they can within the rules and regulations to service Costco members.  In this case they have confirmed that they have explained all options to the member.  If the member is still not satisfied with the options their next step is to contact the Pembridge Ombudsman for review.  Their information is:
  
  
  *****************************
  *******, *******
  L3R 5P8    
  For additional information, call our Ombudsmans toll-free line:
  English : 1-877-7-CONSUMER ***************)
  French:  **************"

  Customer Answer

  Date: 15/06/2024

   
  Complaint: 21744807
  
  I am rejecting this response because:
  I have received a quote for home insurance, provided all necessary information. The only reason i was denied the quote was because i already had the same insurance with another broker at a higher price. Of coarse i want to take advantage of cheaper insurance for the same coverage. This is misrepresentation and false advertising. This is criminal and discriminal. Shame on them. I want want to be compensated or file lawsuit.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:13/05/2024

  Type:Delivery 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.

  On Tuesday 30/04/2024, I bought an Instacart e-certificate from Costco Canada website. The e-certificate costs $79.99 and is supposed to give you a $100 when redeemed in Instacart. The Order Number is **********. I could not redeem it on Instacart. I contacted Costco and they said I should be contacting Instacart. I did, was told that they do not accept e-certificates. I contacted Costco again, [Incident: 240509-030876] asking for a refund. They answered "In response to your email, sorry for the inconvenience . item # ******* -Instacart $100 E-Certificateis not refundable .If you visit through costco.ca and enter your item# it gives you this information:Thank you for contacting Costco,************Member Service Costco Wholesale"

  Customer Answer

  Date: 24/05/2024

  
  
  I am happy to inform you that Costco had solved my problem to satisfaction.
  
  Please close complaint 21706076.
  
  *****
  

  
  

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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.

  This issue with Costco regarding how they responded as a company to an error that as a consumer I would not have been able to catch.Costco uses a 3rd party company to deliver. Costco had our correct address but when they sent the address to their 3rd party company the communication between the two did not properly communicate. Thus on the back end where I as a consumer would not have known this as in the email sent to had the right address.Come to the delivery day the issue presents itself and the item is not sent out for delivery and they say I as the consumer should have caught this. That specific comment/suggestion is unprofessional. It places myself as a consumer to magically be checking up on their internal systems to make sure it says what their email says?The fact that comment was ever made is a blight against opting out of responsibility and putting the consumer in a position where they require you to be home for the delivery and this then causes further logistical errors.Unprofessional conduct that should be addressed

  Business Response

  Date: 10/05/2024

  We have contacted the member and the issue is now resolved.

  Customer Answer

  Date: 10/05/2024

   
  Complaint: 21685413
  
  I am rejecting this response because:
  Further complications during the final delivery, after filing this complaint with BBB I have not had costco reach out to me.

  
  Sincerely,
  
  Montana ******

• Initial Complaint

  Date:08/05/2024

  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 hearing aids, which I purchased from Costco, are getting old and my hearing has changed so I phoned the hearing department at Costco in ****** to make an appointment for a new hearing test.I was told that they are fully booked for the rest of the year and they are not taking any more appointments.I cant believe that they dont have a system in place so that existing customers continue to receive the service they need. Are new customers more profitable? Or why are you throwing your regular customers to the wolves?

  Business Response

  Date: 08/05/2024

  This comment was shared with the appropriate management team for review.