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

  41 Molson Park Dr Unit 41 Barrie, ON L4N 6E7

• 

  Costco Wholesale

  3180 Laird Road Mississauga, ON L5L 5P8

• 

  Costco Wholesale Canada Ltd. HQ

  2853 - 32 Street NE Calgary, AB T1Y 6T7

• 

  Costco Wholesale Canada Ltd. HQ

  1075 St. Albert Trail St. Albert, AB T8N 4K6

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:22/11/2022

  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 received a 43" Hisense LED TV as a gift back on November 24/20. About 1 1/2 months ago, the tv has gone black and appears to have a pixel issue internally where is looks damaged. I took the tv into Costco Saskatoon as they have a 2 year warranty on electronics (1 yr manufacturer; 1 yr Costco). They told me to take the tv back home and I would need to call the Costco Concierge Service. I called them the same day and was told they would send HiTech Electronics to my house to look at the tv on November 3rd between 8am and 4pm. No one showed up. I called Costco Concierge that evening and was told I was given the wrong information and that I was to call HiTech Electronics to book an appointment. I then called HiTech on November 4th and could not get through as they did not answer and the voicemail box was full. I again called Costco Concierge who got a hold of them and connected me with HiTech who told me to send a few pictures of my tv. After this, nothing. I did not receive a phone call, email, or text message regarding my claim for 2 weeks. I called the Concierge service again and was told that my claim was denied due to outside damage to the tv. The tv does not have any outside damage and has never been hit or dropped. That is what really irritates me. Their diagnosis of "outside damage" could not possibly be reached without examining the TV either physically or remotely. You cannot deny a claim based on two pictures that show no outside damage. I talked with a someone again on November 20th who told me he would have someone call me back. On November 22nd I received a call from someone in the Concierge department who says they are a supervisor. I asked to have someone physically come to my house to examine the tv or I could drop it off somewhere. She told me that the claim has been denied and closed. I am very disappointed in Costco and the service I have been given. I hope that someone can explain to me why this is such a hassle and how a claim is denied based on no physical examination of the product itself.

  Business Response

  Date: 06/12/2022

  Good afternoon 

  Our Member has already returned to the warehouse with the product for a full refund.

  Case closed thank you for your communication.

  Customer Answer

  Date: 06/12/2022

  *
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18451879, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ****** ********
  

• Initial Complaint

  Date:14/11/2022

  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.

  We replaced all the windows & front door with a vendor via Costco Canada Installations in the summer of 2018. In winter 2022, we noticed that one of the windows had developed a major crack. We called Costco Canada Installations & were told the vendor we had used had gone out of business & were referred to their current vendor. Both Costco Canada Installations & their new vendor determined that the replacement of the window was under warranty. The turnaround time was fast between contacting Costco Canada Installations (CCI) & the new vendor for a window technician to be dispatched for measurements.
  February 2022: discussion with CCI and their new vendor. Window technician stopped by to inspect and take measurements. Replacement window was ordered.
  June 2022: window technician arrived to replace the window only to realize that he had the wrong window. Another window was ordered.
  July and August 2022: calls and emails were exchanged with the vendor for an ETA on replacement window. They could not provide one.
  09/24/ 2022: called CCI. The customer service rep. said they'll reach out to vendor & callback (cb) within 2 business days. They never called.
  10/15/2022: called CCI. They said the issue will be escalated to management & to expect a cb within 2 business days. They never called.
  10/24/2022: called CCI. They said the issue will be escalated to management & to expect a cb within 2 business days. They never called.
  10/29/2022: called CCI. They said the issue will be escalated to management & to expect a cb within 2 business days. They never called.
  10/30/2022: sent an email to Costco customer service. We got a reply on same day & told to expect a response within 5 to 7 business days. We never got one.
  11/07/2022: called CCI. They said the issue will be escalated to management & to expect a cb within 2 business days. They never called.
  To date we are yet to receive a cb or email from CCI. We are at our wits end, winter is upon us & don't know what to do.

  Business Response

  Date: 25/11/2022

  Good evening 

  Our member concern was forwarded to the appropriate team to look at resolution for this concern.

  Thank you

  Customer Answer

  Date: 04/12/2022

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18402998, and find that this resolution is satisfactory to me.
  
  
  I am truly disappointed in the way Costco Canada Installation services has handled the entire affair. This is not the quality of customer service they constantly advertise.
  
  Sincerely,
  
  ******* ***********
  

• Initial Complaint

  Date:07/11/2022

  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.

  A transaction was made on my credit card by Costco and I disputed it and my credit card company gave me a full refund as I did not make the purchase. Costco is coming after me threatening me saying I need to pay them for the charge back because on “their” end it was a valid order and they are saying they are sending me to collections if I don’t pay and are going to take my membership privileges away. This is ridiculous and not perfesional behavior. I will not be paying for something I did not order nor did I receive to be able to take it back and return it. Then are lying and there threats need to stop.

  Business Response

  Date: 08/11/2022

  Good evening 

  We contacted our member and we will be working on this concern with appropriate team for resolution.

  Thank you 

  Customer Answer

  Date: 08/11/2022

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18371782, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  Date:01/11/2022

  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.

  Trying to get a return label for item under order *********. Its been close to a month that I haven’t received the return label. I have sent multiple emails to costco and every time I get told that it will be sent. Can someone send out a return label?

  Business Response

  Date: 15/11/2022

  Good morning,
  
  
  Here is the latest update, item has been picked up. and member was refunded on 11/10/2022.

  Thank you

  Customer Answer

  Date: 15/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18346128, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:30/10/2022

  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 purchased a surface pro 7 from Costco on 09/10/2020, please see the attached receipt indicating the date of purchase. I purchased at the time a 3-year warranty ( see attached), based on the offering that warranty offer. It is the ExcellencePlus+ protection plans cover products purchased exclusively at Costco warehouses in Canada only or at www.costco.ca.
  I have been having issues with my laptop and I contacted them in this regard. I sent my laptop to get it repaired back in early September 2022 and the claim case was 1671893519 with a list of all the issues I have been having. They returned the laptop back to me after 10 days and they claimed they fixed it.
  I am still having the same issues, the laptop is very very slow, the bottom of the screen is fading out ( see attached) and it is heating up very quickly.
  I called them again and they told me they cannot replace my unit. I am a science student at western and this is my last semester. This is a critical semester and I cannot afford to keep sending my laptop to get fixed every other month.
  I need them to replace my unit with a new one or refund me my money so I can purchase a new one.
  
  Before I purchased this laptop I went to the Costco warehouse and asked about the warranty details and they told me " if the same issue problem persists", they will replace the unit.
  
  I hope you can help me resolve this issue as it's a critical time of my life, to move forward to graduate school

  Business Response

  Date: 04/11/2022

  Good evening

  We communicated with our member and we sent this to the appropriate team for resolution.

  Thank you for you help. 

  Customer Answer

  Date: 05/11/2022

  
  
  Complaint: 18334394
  
  
  
  I am rejecting this response because:

  I was contacted by Costco Representative and no resolution have been received and he said, he sent it to the proper channels.

  The sad part Costco sold me the unit and the warranty, without even knowing that the warranty is not COSTCO warranty, its a third party warranty that coscto sell.  When visited costco store, the sale representative made it clear its a Costco warranty.

  On the other had if you look on costoc websites it say costco concierge services. This is misleading and they should redesign the logo to indicate clearly, concierge warranty is not a costco company and its third party ( See attached picture).
  

  i need to move forward on this and i need a refund for my unit. I am in my last semester at western and i need this to be resloved asap so i can purchase new unit.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 08/11/2022

  Good morning

  We communicated with our member and the issue was resolved.

  Thank you 

  Customer Answer

  Date: 15/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18334394, and find that this resolution is satisfactory to me.
  

  They were very helpful and resolution was reached.

  Thank you for all your help and support
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:25/10/2022

  Type:Service or Repair 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 is a long on going problem with COSTCO
  We hired Costco to add attic insulation to our attic in our bungalow.
  The work was done improperly and caused roof to leak inside house.
  We have been trying to get resolved with COSTCO since May 2022. Winter is coming and we still have hole in ceiling, attic insulation that needs removing and top be reinstalled, and roof needs replacing due to attic insulation causing nails to lift all over roof, also check for mold.
  We have had continuous delays.
  Winter is approaching and nothing is resolved. It is us dealing with the company that did the incorrect insulation job. It should be Costco doing all the communications.
  NEVER again will I use Costco for any kind of service. Once you paid there is not much help for you when needed.

  Business Response

  Date: 03/11/2022

  Good evening 

  Issues have been sent to the proper team to review and follow up.

  Thank you for your communications.

  Customer Answer

  Date: 09/11/2022

  
  
  Complaint: 18310543
  
  
  
  I am rejecting this response because:

  Even though I have put this complaint in ***, I have not been contacted by Costco.  I am not surprised one bit.

  We needed to add insulation to our attic of our house so we
  decided to hire Costco who subcontract it out. We thought we would be getting a
  Company that Costco has verified as a trustworthy quality company. We though
  Costco would help and protect us if insulation company did us wrong.
  Instead we got an insulation company that put too much
  insulation in the attic making the air ventilation very poor if any. Also insulation company lied saying they added baffles to every joist, I could only see 4 baffles that
  were useless because some were blocked. This resulted in leaking bathroom roof,
  multiple nail pops throughout the roof and maybe mold starting. Costco has
  stopped using this insulation company. 
  We have a leaking roof since March 2022. It is November 9th 2022 and we still have a hole in bathroom ceiling and a roof that leaks with
  winter coming.  I am not one bit surprised;
  no contact has been attempted by Costco. Throughout the summer Costco kept
  saying “we will escalate it” and then we do not hear from them. At the end of
  August Costco’s insurance company contacts us. Not very help full.   We are
  doing all the work, trying to communicate and settle with the insulation
  company that has damaged our house.  As result
  of damage done by Insulation Company that insulated out house attic we expect
  them to pay for removing the insulation, test for mold, remove mold if any,
  redo insulation, repair bathroom ceiling, replace roof. This cost is expected
  to be very high (too high for small claims court) and so far they have offered
  to pay a small amount.  We had to hire a
  forensic engineer to prove the damage they have caused. I suspect we will need
  to hire lawyer after we get the report from engineer. This is very stressful
  for my wife and me. 
  If anyone is thinking about using Costco for home kind of
  home service, think again.  They will
  help you for small items but if you have a major problem you are basically on
  your own. 
  Also the new insulation company Costco is using do not
  answer your email or phone calls most times, so you might want to read reviews
  about that company if dare use them through Costco.
  
  
  
  Sincerely,
  
  ***** *****
  
  

• Initial Complaint

  Date:24/10/2022

  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.

  I ordered a toaster oven from Costco.ca.
  I never received the item even though *** claims that it was delivered.
  I called all the companies involved in this case, including my building manager and no one could help me retrieve the package.
  Costco demands a police report in order to process my refund. I think it's ludicrous. It's not my responsibility to chase the item.
  Costco's request for a police report is attached here.

  Customer Answer

  Date: 31/10/2022

  Please disregard my complaint *********. I received the package, finally.
  
  
  
  
  **** *****