Business Profile
Incorporation
Costco Wholesale Canada Ltd. HQHeadquarters
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
- 232 total complaints in the last 3 years.
- 82 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/03/2024
Type: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.
Signed up for Costco membership a year ago where the agent tried to trick me into applying for their master card. After telling him no about being a gold member and declining to apply for their credit card several times, he told me to sign a document electronically and I realized it was a credit card application. He became irate when I refused again.I was not told that my membership would automatically renew. The website would not allow me to remove my credit card, nor is there a cancellation option. I sent an e-mail to the company, making it very clear I want to cancel and do not wish to deal with their agents as they have been dishonest. I received a reply telling me to travel over an hour to the store I signed up with (I do not have transportation and I do not speak French as it was in ******) in order to be able to cancel my membership.Business Response
Date: 07/03/2024
We have been trying to contact the member since March 4th,2024. We left a voice message March 6th, to call us back. We have yet to hear from the member to provide any assistance.Initial Complaint
Date:28/02/2024
Type: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 shop card from Costco Canada online on Feb 04, 2024, but haven't received the physical card by mail as promised. Despite multiple calls to customer service on Feb 19, Feb 27, and Feb 28, 2024, they couldn't resolve the issue. I requested to exchange it for a digital shop card or pick it up from a store, but they insisted on a refund, leaving my complaint unresolved. I've been waiting for 23 days and they keep making unfulfilled promises during the calls.Business Response
Date: 29/02/2024
Hello,
We have forwarded the member complaint to our Ecom team for resolution.Customer Answer
Date: 29/02/2024
Complaint: 21361679
I am rejecting this response because:The Ecom team has contacted me during the previous calls, they have no power as I understand to resolve the issue.
We need someone who has the permission or the power to exchange the order to a digital shop card, or to let me go and pick the shop card at a near by store
Sincerely,
*******************Business Response
Date: 04/03/2024
The member was contacted and we reissued a new shop card.Customer Answer
Date: 18/03/2024
Referring to complaint ID: ******** Coscto resent me a new shop card, however they didnt submit my apartment number which is 703 on the shipping address, although its on my Costco account profile I called canada post, they said that if its not a tracked package they need the apartment number or the package will return back to the sender Please type the apartment number to resolve this issue
Business Response
Date: 19/03/2024
We keyed an exchange, and the shop team will manually add the apartment number to the package.Initial Complaint
Date:27/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
COSTCO is marking a product as belonging to one country when in fact the product is from another country. As a consumer I deserve to know where this product comes from to be able to make an informed decision especially if I am boycotting a specific country. This is false information and the company is lying to their consumers.
They are labeling the product from South Africa when in fact it is product of Israel as it says on the box.Business Response
Date: 29/02/2024
Hello,
We have forwarded the member concerns to the appropriate team for further review.Customer Answer
Date: 29/02/2024
Complaint: 21354396
I am rejecting this response because:Still waiting to hear back.
Sincerely,
***** ****Business Response
Date: 08/03/2024
We are unable to reach the member. We also left a voice message to advise we are trying to call.Initial Complaint
Date:27/02/2024
Type: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 Sunday, February 25, we tried using a prepaid $100 **** to purchase a Costco digital shop card as the **** wasnt being accepted by other merchants and we wanted to use that $100 on our groceries. Costco accepted the order, took the payment & then cancelled the order 20 minutes later. The money still hasnt been returned to the card and weve received nothing from customer service regarding when or IF the money will be returned. As it stands, Costco has basically stolen $100 from us and we are now out that money that was intended to be used on groceries.Business Response
Date: 27/02/2024
Hello, We have forwarded our member's complaint to our ecom team for resolution.Initial Complaint
Date:22/02/2024
Type: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.
On November 7th, 2023 I contacted Costco ************ Services to get a quote on new countertops. Costco was offering ****** per ******* spent. After many calls I finally had someone come for the quote. I was told that they would have them in for Christmas and that became January. I was told that the gift cards would be sent when installation was completed. Costco finally sent ******, but it should be ******. ****** is missing. I called on the 14th of February. I was to be contacted in a couple of business days. Today I called again and the fellow on the phone told me it would be another 7 to 10 business days. I repeated what he said to me and I am to wait until the following week, not next week. I have 19 emails and as many phone calls. Now additional time has been added to wait, just wait, for someone to call back. But they don't. I end up calling every time. I would like Costco to honor its commitment to a customer who has been inconvenienced numerous times. It is not my job to do follow-****Business Response
Date: 24/02/2024
We have contacted the member regarding this issue and have escalated the matter to the appropriate team for resolution. A follow up will be completed with our member once an update is provided.Customer Answer
Date: 25/02/2024
Complaint: 21333064
I am rejecting this response because: Costco has not completed a resolution. There has been nothing issued as of today and I would like to see this through to completion to avoid having to repeat with another complaint.
Sincerely,
***************************Business Response
Date: 26/02/2024
Hello,
We have requested an update on the members inquiry. Once provided the member will be contacted directly with the update.Customer Answer
Date: 26/02/2024
Complaint: 21333064
I am rejecting this response because: there is only a comment and no resolution.
Sincerely,
***************************Initial Complaint
Date:16/02/2024
Type: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.
Costco Canada online major appliance purchase of ********** washer and dryer on June 18th, 2023.
Costco Order Number **********. Order Placed 18 Jun, 2023. ********** ****** *************** Amount of purchase $2,330.56
Costco major appliance warranty terms state:
"The manufacturer’s warranty on major appliances is two years and FREE technical support is available to Costco members from Costco Concierge Services."
The nature of the dispute is the Costco stated warranty is not being adhered to. The applicance manufacturer ********** has declined a warranty replacement of the dryer following 4 service calls for repair and the service contractor advising that the the appliance is "non repairable" . The service agent submitted a return authorization for the dryer and the warranty holder ********** has declined. This warranty was purchased from Coscto Canada online.
Costco Concierge Services does not take effect until after the manufacturer warranty has expired. Coscto Canada advised it is up to the warranty holder to honour the manufactures warranty.
Costco Order Number **********. Order Placed 18 Jun, 2023. ********** ****** *************** ** ******** service contractor is Combined Appliance. The service return authorization number is Reference: ******** . The note from the service contractor stated:
"Work Performed: *****- ANOTHER TECH HAS BEEN THERE 3 TIMES PRIOR AND STILL
ISSUES PERSIST THE TECH CHANGED THE ROLLER S AND NOISE STILL THERE. THE
TECH HEARD THE NOISE WHIEL ONSITE, ADJUSTED ROLLERS AND IDLER AND
FLIPPED DRUM ORIENTATION AND ADJSUTED HEATER AND FLANGES. TIGHTENED
ALL SCREWS BUT STILL THE SOUND IS PRESENT. CALLED ********** ********* ******** UNIT IS NOT FIELD SERVICABLE REQUIRES AN R/A"Business Response
Date: 27/02/2024
Our Ecommerce team has contacted the member and provided a resolution.Customer Answer
Date: 27/02/2024
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID 21304106, and find that this resolution is satisfactory to me.
Sincerely,
*********** ******Initial Complaint
Date:12/02/2024
Type: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.
Original online order ********** dated 10/20/2023.Exchange online ordered. Returned original to Costco Warehouse Oct 24/23.Returned exchange via *** return label Nov 1/23.Attended warehouse for follow up on refund to credit card not yet received Feb 10/24. Was told they do not process refunds for online orders and I would need to contact online.Submitted request online Feb 12/24. Received reply that I would need to follow up with warehouse because original item was returned to warehouse.I was already at the warehouse on Feb 10/24. The closest warehouse from where I live is an approximate 320km round trip. I would like the refund processed to my credit card, please.I requested the mailing address so I could send a follow up letter requesting the refund and it was not provided; rather I was redirected to the email address on the website. Contacting through BBB because I want this resolved. Disappointed by Costco's poor customer service this time.Business Response
Date: 14/02/2024
We are trying to contact the member no answer or voicemail. We will try again on Friday February 23rd,2024.Customer Answer
Date: 26/02/2024
Hi, I received a phone call from Costco February 12 in response to an email to their customer service department. I could not take the call as I was in a meeting, however I promptly returned the call when the meeting was over (within 2 hours). It was during this phone call I was given the information listed on my original complaint. I have not been contacted by Costco since, except by email after they were advised I was pursuing the matter with BBB. In that email they said they would process the refund which I still have not received. Nor did they attempt to contact me on February 23. I am still waiting for my refund. Please keep the file open. Thank you.
Business Response
Date: 26/02/2024
Hello, we have forwarded the members concern to the local Costco warehouse for resolution.Initial Complaint
Date:11/02/2024
Type: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 doubt Costco never refund the money to their executive members.They promise will refund 2% of consumption in their warehouse, however, base on my consumption history , coupled with my bank statement, I think I should get more than it. addition to my doubt, I can't check my order history on their website as well, as the customer service centre said I can do that. would you like to check this?Business Response
Date: 12/02/2024
We have contacted the member today and filled out the necessary forms to look into his reward. Once we receive an update we will follow up with the member.Initial Complaint
Date:02/02/2024
Type: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 placed order for GELLER 47IN SIT/STAND DSK (Item # 1645976) on Costco Canada Online. *** delivered item on Jan. 22, 2024 with broken box and damaged item. *** included photo for delivery from front side of the box which was in good condition but back side of the box was completely damaged. Also the box shipped by Costco Online was not in good condition and was with black dust markings at various places.
On Jan. 22, 2024, I submitted request Costco online to return the damaged item. On Jan. 22, 2024 I received Costco Return Notification. On Jan. 24, 2024, I received *** tracking number for Costco return Item from Costco.
*** tracking number indicate Scheduled for Pickup on Jan. 24, 2024, Some body was at home waiting for *** to come and pick up, but *** did not pick up on Jan. 24, 2024 or *** did not pick up on Jan. 25, 2024 or *** did not pick up on Jan. 26, 2024.
On Jan. 28, 2024, I contacted Costco Canada Costumer Service Center and had discussions with ****, supervisor at Ottawa at Costco Service Center. Response was not satisfactory from **** regarding the issues. I also submitted formal complain to Costco Canada Online on Jan. 28, 2024.
Still *** did not pick up the damaged Item, it was asked to ****** ** at Costco Canada to arrange alternative carrier to pick up the damaged item from my home. Once again Costco choose *** to pick up the damaged box instead of other carrier as promised by Costco and indicated in Costco response.
On Feb. 02, 2024 at 8.00 a.m. I placed the box outside my apartment door. I stayed home on Feb. 02, 2024 from 9.00 a.m. to 5.00 p.m. But *** did not come and pick up the damaged box on Feb. 02, 2024.
Overall for this online order and return of the damaged item, Costco Canada Online response and overall costumer service is extremely unsatisfactory. Costco Canada Online dispatched damaged item, did not arrange to pick up the damaged item from carrier other than *** and did not refund amount for damaged desk in spite of follow up.Business Response
Date: 03/02/2024
We are making arrangements to have the unit picked up by a large freight carrier. We are keeping this file open until the pick up is confirmed. We also gave the member a $150.00 Costco shop card as a good will gesture for the inconvenience.Customer Answer
Date: 12/02/2024
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID 21240148, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:02/02/2024
Type: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.
March 19 2023 I purchased an iPhone 14 pro max from Costco mobile with apple care for two years and a screen protector with lifetime warranty and free replacements. I went in after a couple of months to have the isheild replaced as it had formed an airpocket. I was told they were out of stock and I should.come back. This happened on three differnt occasions they were out of stock and told me to contact isheildz for the free replacement. But when I tried to apply for it they charge 6 dollars for shipping and handling. I went in on Feb 1 to get my concerns addressed and the manager got agitated and said fine I'll give you a refund and take off the screen protector and give it to me. I tried to explain that I was promised free replacement when needed and that they had been out of stock the few times I had come in to get it changed. He said they have a 90 day policy for returns but he's doing me a favor and giving it back to me. I feel cheated because that is not what I was promised. When we are held accountable for breaching contracts then so should these companies. I paid 40 dollars plus tax for the screen protector and only recieved 20 dollars back and gave him the screen protector. I'm very upset by this I would greatly appreciate your help innthis matter. Unfortunately I was unable to upload the receipt because it wouldn't allow Mr change the size for the image. If any further information is required please let me know. This phone was purchased by my husband ******* ****** **********Business Response
Date: 07/02/2024
Assistant General Manager called the member and issue resolved.Customer Answer
Date: 07/02/2024
Complaint: 21235277
I am rejecting this response because: I was contacted by the manager from Costco woodbride. She did address my issue stating they will provide a 40 dollar cash card if I need to purchase another screen protector. But I have not heard back from them about the warranty being reinstated. So I would like to see a resolve that is to my satisfaction I appreciate that Costco has offered the cash card but that is not a resolution. I want the warranty I was promised which was free screen protector replacements for the life of the phone. No shipping and handling fees.
Sincerely,
******* ******Business Response
Date: 07/02/2024
Assistant General Manager - There was a conversation about what had transpired and how we can move forward from this so it does not happen again. We also will be covering the cost of the replacement of her isheildz that she purchased through a shop card that will be available to her on her next shop at Costco.Customer Answer
Date: 07/02/2024
Complaint: 21235277
I am rejecting this response because:the resolution I would like is for the warrant to be reinstated for the life of the phone as promised when purchasing the phone. I was very insulted by the way the employee at the phone booth had treated this issue. Also if they keep getting away with this sort of behaviour they will continue to cheat customers like this.
Sincerely,
******* ******
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