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

231 total complaints in the last 3 years.
81 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:12/08/2024
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.
To whom this may concern:I have been planning a Norwegian cruise trip where, during a recent trip to a local Costco warehouse, I spoke to a front counter representative who provided incentives to book through Costco.ca via their Costco Travel Portal. I have been told that in addition to the 2% cashback as Costco Executive member, I can utilize my CIBC Customer Mastercard and get 2% cashback on Costco.ca purchases. I later contacted CIBC via phone and confirmed that my CIBC Costco Mastercard is eligible for 2% cashback. Under the terms and conditions of the Mastercard, it states that purchases made via Costco.ca is eligible for 2% cashback. I also contacted Costco Travel on two separate occasions and verified that anything purchased on Costco Travel online is a part of Costco.ca, therefore is eligible for 2% cashback.On July 29, I visited Costco Travel online and booked a Norwegian cruise trip (Costco ID: *********** that cost $9,745.20. After reviewing my bank statement, it appears that this purchase on Costco.ca appeared as "Norwegian Cruise Line" on the statement and made no mention of Costco. I contacted CIBC who stated that because the purchase was listed as "Norwegian Cruise Line", I am not eligible for the 2% cashback. On August 8 I contacted Costco Travel at approximately 1500 hours PDT and spoke to *******, who advised that services purchased on Costco Travel has nothing to do with Costco, and therefore is not eligible for cashback. This is a very large purchase where I have been deceived into believing that Costco Mastercard will provide 2% cashback on Costco Travel. After reviewing all the marketing materials, it appears Costco Canada purposely falsified, or at least intended to deceive, customers into using its CIBC ******************** Mastercard to make purchases on Costco Travel with the intention of receiving 2% cashback. Instead there is no cashback. Had I know this fact, I would have used a different credit card, or not book through Costco Travel.
Business Response
Date: 15/08/2024
Good afternoon,
We have escalated the members inquiry to the local Costco warehouse for further assistance.
Thank you
Customer Answer
Date: 15/08/2024

Complaint:
I have to tentatively reject Costcos response pending full explanation from the business. After Costco has properly addressed the issue of false advertising and misleading consumers, I will make a decision to conclude the complaint. I look forward to receiving a response from Costco.
Sincerely,
*************************
Business Response
Date: 26/08/2024
The member was contacted and the issue has been resolved.
Initial Complaint
Date:12/08/2024
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 placed an order for an Xbox Series X with an extra controller on August 1st that was "shipped" on the first day under tracking #1ZR4096V2021693617 that was eventually delivered to the ENTIRELY wrong town, that says "*********" which is over an entire HOUR away (It's 100km away). How this happens I have no idea, I got an email on the same day telling me that my product was delivered which was obviously not the case since Dartmouth is extremely far away. This package then gets tagged as "Returned After the delivery was made, the sender reported the package was damaged. / Merchandise left with sender. *** will notify the sender with details of the damage.Caledon, ON, Canada" and CostCo is refusing to take responsibility and carry out their JOB and give me the product I paid for, I've had an issue in the past with my last costco order for a guitar shipped with the SAME *** driver, this driver has constantly stolen, damaged and lost packages I even have them on video THROWING a package across my lawn but no matter how many reports I have made to *** this driver still shows up every time. I never got my guitar and NOW my xbox is returned to sender and costco wants to tell me that I'm not getting my money back? I don't know what la la land they think they're in but when I pay for a service, I expect to get it, you cannot use the excuse of not being the courier to deny a refund, I would destroy you in a courtroom. The tracking says that YOU, THE SENDER requested this package to be returned to the sender when you reported damage and now you're not refunding? I've only ever had one other order on costco but they're saying that "It is apparent from a review of your account and history of returns that you have not received the product(s) we have shipped to you, despite shipment tracking showing delivery confirmation." but hello??? It DOESN'T SAY DELIVERED I literally just got ROBBED lmao.
Business Response
Date: 13/08/2024
Hello,

We have forwarded the members concerns to our Ecom team for further assistance
Thank you

Customer Answer
Date: 13/08/2024

Complaint: 22129035

Thank you, will await further communication.

Sincerely,

*********************
Business Response
Date: 19/08/2024
Member was contacted by a member of our Ecommerce team.
Customer Answer
Date: 21/08/2024

Complaint: 22129035

I am rejecting this response because costco has scammed me, they have my xbox and are REFUSING to give me my money back. This xbox was marked as delivered but to the wrong town (DartMouth instead of *********) over 50km apart, I told this to costco but they are refusing the refund me claiming that *** is at fault, their customer support deferred me to *** and I opened an investigation to figure out what had occurred.

*** completed their review and the tracking was updated, costco contacted *** and asked them to return the parcel to the sender as it was damaged and then REFUSED to refund me... you can check the tracking

Sincerely,

*********************
Business Response
Date: 23/08/2024
We are currently looking into the issue.
Customer Answer
Date: 26/08/2024

Complaint: 22129035

I am rejecting this response because:
Costco admitted to scamming me on a phone call earlier. They confirmed that they HAVE the item in question and that it was indeed returned to sender. They refused to issue a refund and closed my account without letting me do anything...

Sincerely,

*********************
Business Response
Date: 27/08/2024
The Costco Ecommerce team has been made aware of the rejection. Please advise that any further disputes on this request must be directed to ******************************************
Initial Complaint
Date:10/08/2024
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.
Had a couch I purchased and first one came damaged- they offered a credit then it completely broke shortly after. I called for a new one and delivery company completely broke the couch and damaged the walls and my property. Called and was told they'd refund full purchase amount of 2800 plus tax. They came and picked up couch no issues and said refund was coming in 10 days. I bought a new couch based on price we were getting back. Only 2300 came back into my account. Called and "manager" told me I was a liar and annoying . He also told me he would review the call and when he shows I'm a liar , never call back costco. He called me back and said he reviewed the call and she never said that.. when asking for details of the call he "reviewed" he couldn't give it to me. He then began to yell at me and told me to get over it. I called back for a new manager **** who found the promise no problem , but only gave me the 2800 and not the tax I paid. After spoken to so rude , the least they can do is give the tax back let alone a good will I'm sorry credit.
Business Response
Date: 21/08/2024
We have forwarded this complaint to the ******************** for review.
Customer Answer
Date: 21/08/2024

Complaint: 22122228

I am rejecting this response because: they didn't respond. How can you not respond to your customer

Sincerely,

Carly F
Business Response
Date: 25/08/2024
A member of the Ecommerce team is assigned to this case. He attempted to make contact on 8/22. He will be following up tomorrow.
Customer Answer
Date: 26/08/2024

Complaint: 22122228

I am rejecting this response because: i will wait for there call. All they have done is give me the money I was promised. Altho I am appreciative, they should be giving a good will credit for talking to me like absolute dirt. I have never been spoke to worse then by costco

Sincerely,

************
Initial Complaint
Date:09/08/2024
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.
Ice maker did not work properly since installation. There is a sticker on the side of it saying for technical help 47/7 call this number. I call the number and wait on hold 40 min then it says leave a message. Did this 5 times and never had a return call. Finally fed up I call Costco and explain in detail the issue. A technician was dispatched but before they could come the ice froze a solid block again at closing time. Not realizing, a staff member tried to chip the ice and they chipped a small piece off the ice forming tray. Costco is refusing to replace the unit now and the vendor has voided the warranty because of the tiny physical damage. The issue with the ice maker has nothing to do with the tiny physical damage and the issue was already fully explained to Costco before the tiny damage. To make matters worse I paid privately to change the part that Costco advised needed changing to fix the problem and guess what!?! it didn't fix the problem. Costco needs to make this right and replace this defective unit. My entire business relies on having ice as a blended beverage cafe.
Business Response
Date: 19/08/2024
A member of our team will be reaching to get more information on how to best assist.
Customer Answer
Date: 04/09/2024

Complaint: 22108636

I am rejecting this response because:
I am still waiting for someone to reach out to me.
Sincerely,

***** ****
Business Response
Date: 18/09/2024
We are currently working with our supporting teams to review alternative options.
Initial Complaint
Date:09/08/2024
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.
The one week all inclusive vacation to ****** from costcotravel.ca had terrible and not functional resort rooms: 1st room AC not working, 2nd room water leaking via pot light (safety), 3rd room with construction working in the 7am and construction garbage in front of our door hall way).When I returned, I contacted Costco travel for refund due to dissatisfaction. 2 months after, I was told the hotel declined and Costco still try to negotiate but it will be long process. So I filed credit card dispute. Costco travel declined it, and I escalated and Master Card/HSBC ruled it in my favor and told me this case is closed. In June 2024 (6 months after the ruling), I got email from ***************************** saying I owed $3,149.14 for *********************** (excluding hotel). It is also said that Costco Travel has tried to contact me many time in the past, if I dont get back to Costco by tomorrow, they will send it to collection agency and terminate my Costco membership. I am really surprised to see this and not happy to be threaten by Costco: 1) I have never been contacted by Costco Travel; 2) I understand that this case was closed from the dispute. I replied my email with the question. ******************* contacted me the next day, he admit that they made mistake and they never contact me in the past. He said I still owe the balance even my credit card company ruled in my favor. When I asked him to provide detailed breakdown to verify the amount, he refused and said they can only provide total amount. I am totally dissatisfied this trip due to terrible experience when traveling with 1 yrs old and 6 yrs old children. We have no time to enjoy the activities, service and facility that we paid for, but running around trying to resolve issues with Hotel. Costco has mission with quality goods and service with 100% customer satisfaction. In my mind this is the whole complete trip package and I am 100% NOT satisfied with this service. Thus, I would like the remaining balance to be waived.
Business Response
Date: 10/08/2024
Hello,

We have forwarded our members complaint to our Costco Travel Team for resolution.
Thank you
Initial Complaint
Date:27/07/2024
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 bought a TV from Costco a few years ago. When it needed repairs, I contacted Costco, and they insisted the TV was fine and had no issues. Now, the screen requires calibration, and I'm losing the picture. I called Costco again to return it, and they assured me they would accept the return. After spending over two hours with customer service, they informed me that they couldn't take it back. This is unacceptable. I expect Costco to honor their word and allow me to return or exchange the defective TV immediately.
Business Response
Date: 15/08/2024
Good afternoon,

Costco has contacted the member directly to retrieve additional information to further escalate the matter. Costco is working towards a resolution for our member.
Initial Complaint
Date:27/07/2024
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.
Hi. I ordered two 1oz Gold Coins on Costco.com on July 11th, 2024, and they showed delivery on July 13th, 2024. As I am a resident of ******** and by law, I can not purchase gold coins or bars in the local Costco store. So, I placed an order on costco.com and shipped it to my friend's address in ****************. When the item was delivered, my friend was not at home at that time, and the Canada Post was held at their post office. On Saturday 1 PM someone using the fake ID to pick it up from post office. On Monday, The receiver which my friend in bc go to the **** Surrey to make a police report. On the same day, police went to the post office already and said someone was using a fake ID to pick it up, and the package was lost(The receiver both got the phone call from the Canada *********** and **** Police ). The **** police report reference number is 24-103242. They said we could give this reference number to Costco's investigating department, and they could use this number to claim insurance. However, when I contacted costco.com customer service, they still asked for the police report, and they said the reference number was useless in this case. My Costco investigating reference number is 240715-010644. Since the things happened, I have tried to contact the **** Surrey 4 times, and each time, they said you could use this reference number, and Costco customer service said not. Because it is not my fault for causing the problems, I just want Costco to either resend me a new one or refund me. If they can refund me, then I can repurchase again. Because it is not a small amount. My Canada Post tracking number is ****************. My Costco online order number is **********. So I really hoping you can help us to solve the problem. Because I need to get the coin ASAP. Because this is part of a gift for my father.
Business Response
Date: 28/07/2024
Good morning,

We have sent our members concerns to our Ecommerce team for further assistance.
Thank you
****
Customer Answer
Date: 28/07/2024

Complaint: 22053954

I am rejecting this response because: This message only said it would forward to the e-commerce team for further assistance, but it has yet to give us any feedback or any solution. I need the answer from Costco to deal with the problem. I understand Costco has lots of departments, but it all belongs to Costco, right? I am the customer, and I need to deal with the problem rather than keep hearing from Costco that I need to talk with the other department and keep waiting.

Sincerely,

**************
Business Response
Date: 30/07/2024
Our Ecommerce team has confirmed they have provided a refund for this claim and communicated this with the member. The matter is considered resolved.
Customer Answer
Date: 31/07/2024

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:27/07/2024
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 ordered washer dryer and stacking kit from Costco, and it came with installation and removal. First time they came, they brought a damaged stacking kit so they refuse to do removal and installation. However I have a contractor on site at the time, and they told me I just have to ONLY Disconnect. I told my contractor to disconnect and they still refuse to take the old unit away, and told me to reschedule. I then reschedule, and they told me they refuse to take it away because it was stacked ! I was not told to unstack it before ! They couldve told me to unstack and contractor wouldve done it for me the first time ! And now they told me to unstack before they remove and install the new unit.
Business Response
Date: 28/07/2024
Good morning,

We have requested the assistance from our Ecommerce team to resolve this issue for the member.
Thank you
****
Initial Complaint
Date:23/07/2024
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 emailed Costco Canada on December 26, 2023 to ask if the purchase of Go City LA pass Item #: ******* is refundable because I don't see the info and just want to make sure. The response was it is refundable if if they are not activated. Go City passes valid for 2 years if inactivated. I went to LA in July 18 and check the passes to make same day booking for our Universal studio, and that when I found out the passes showed expired February 2024. I'm from Canada and not even in LA to scan the passes to activate them at that time. I paid for early access passes for Universal Studio which is a separate purchase so I didn't want to waste that money and vacation time to wait for ************** to open at 8am which I don't even know if the issue will be resolved fast. So I paid out of my pocket for tickets that day and plan to get a refund with Costco canada because the product is faulty when we need to use them. I went to Go *********** review and saw that this issue with people got duplicated passes have happened before, not just to us.I contacted Costco Canada and they said the Go City Pass is nonrefundable which was properly put in later than the time we purchased them. The customer service agent said this is Go City issue and I need to contact them because Costco is third party. I contacted Go City, they said they cannot remove the scan from our passes to make them inactivated because it has been a while in their system. Go City offered me replacement passes. But because I already paid out of my pocket for the Universal studio and midway through the trip, I don't need the product anymore. Go City cannot offer refund because I bought it through Costco. Just got bounce back and forth between the 2 company that consider each other third party. Here I am a customer with potential of losing my money for a faulty product. I want my refund back from Costco Canada please. This is not a small amount of money for a faulty product.
Business Response
Date: 05/08/2024
Our Ecommerce team has confirmed that they contacted the member and provided a refund
Customer Answer
Date: 05/08/2024

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. Costco Canada has provided me a full refund in form of a costco shop card.

Sincerely,

*******************
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.

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