Complaints

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

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  Costco

  999 Lake Dr Ste 200 Issaquah, WA 98027-8982

• 

  Costco

  4849 NE 138th Ave Portland, OR 97230-3401

• 

  Costco

  119 Daggett Dr W Springfield, MA 01089-4672

• 

  Costco

  6275 Naples Blvd Naples, FL 34109-2030

• 

  Costco

  3888 Stelzer Rd Columbus, OH 43219-3044

  

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:11/04/2025

  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 PURCHASE TIRES IN 2024 FROM COSTCO TIRE CENTER IN YONKERS, **. I WENT BACK IN JUNE 2025 FOR MY FREE ROTATION AND BALANCE. THEY DID THE *** WRONG-AND I HAD TO GO BACK 3 X AND THEN GET IT FIXED FOR $1395 FROM *****. IN JUNE I WENT BACK THE FIRST TIME AND TOLD THEM THE CAR WAS UNBALANCED AND I WAS NOT ABLE TO DRIVE IT. WENT BACK A SECOND TIME AFTER THEY SAID THEY FIXED IT AND STILL UNBALANCE BUT NOW SMELT BURNING METAL. CALLED THE STORE MANAGER ***** AND MADE HE COME SEE AND SMELL THE BURNING METAL ON THE ***** LEFT ***. THEY DENIED IT YET THEY HAVE ME ON VIDEO SNIFFING THE RUBBED DOWN AREA ON THE *** DUE TO METAL ON METAL ON THAT *** AND SAID NOTHING WAS WRONG. I TOOK THE CAR TO ***** AND THEY TOLD US THAT THEY BROKE THE CALIPER LINE AND THAT THEY HAVE TO CHANGE THE ***** BRKE ROTORS AND BRAKE PADS DUE TO THEM CUTING THE CALIPER BRAKE LINE. THE CALIPER BRAKE LINE IS DIRECTLY CONNECTED TO THE ***. COSTCO CLAIMS COMPANY ********* *******) DENIED MY CLAIM - *** ******** OF COSTCO RISK MANAGEMENT (COSTCO CLAIMS) ACTED LIKE HE WAS A MECHANIC AND THAT THE CALIPER LINE WAS NO WHERE NEAR THE ***. I HAVE A LETTER FROM THE MECHANIC WHO FIXED IT AT ***** SAYING IF THEY CHANGED THE HEAVY OFF ROAD TIRES 3-4X THEY EASILY COULD HAVE BANGED IT AND BROKE IT WHICH WOULD CAUSE THE METAL ON METAL BURN AND BROKE THE BRAKE PADS AND ROTORS. THE TIRE CENTER MANAGER WAS OUT SICK FOR THE 3RD DAY AND THE MECHANICS AT COSTCO DESTROYED MY CAR AND THE COMPANY WILL NOT ACCEPT RESPONSIBILITY.

  Business Response

  Date: 11/06/2025

  ************ does not result in contact with brake lines.  When Costco spoke with the ***** Manager and the Member on the same call, ***** advised that their inspection concluded that this is a known issue with the vehicle in question.  The condition results in a reduced flow of brake fluid which is what is causing the issues with the vehicle.  ***** stated this is not something caused by the tire service.   Costco denies and has closed this claim.
  
  
  

• Initial Complaint

  Date:10/30/2025

  Type:Product 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 Costco membership through ******* that was supposed to come with a $50 bonus card as well. Costco landed up cancelling the membership and no refund was provided. ******* took my money and never even provided the bonus card. Now I need a refund. Costco Membership ID was ************.

  Business Response

  Date: 11/06/2025

  Costco has made multiple attempts to reach Mr ****** (email and voicemail). However none have been successful in reaching him. Mr ****** can contact Costco at ************ for cancellation and refund of the membership fees.
  
  

• Initial Complaint

  Date:10/30/2025

  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.

  My online orders for Costco Shop Cards are repeatedly being cancelled by ************************. My most recent attempt was order #********** on October 29, 2025. I contacted Costco customer service and was told my orders were cancelled because I "switched payment methods multiple times." As a resolution, they stated I must now purchase these items in-person at a warehouse.I did attempt to switch payment because I wanted to maximize the debit and credit card benefits I had, which is a normal action for an experienced credit card user.Forcing me to shop in-store due to an unexplained system flag is an unfair denial of the online shopping services available to Costco members.I'd like to request them to reconsider the restriction that prevents me from purchasing Costco Shop Cards online.

  Business Response

  Date: 11/03/2025

  Costco's Escalations agent ******** was able to get our member on the line with our Operations agent by the name of ****** who was able to assist the member and providing clarification for the block. Agent ****** from **** has advised, at this time they are unable to bypass the block, however member can resume online shopping 30 day from his last successful purchase on October 9th. Costco's Escalation agent did follow up with Mr. *** to ensure **** agent ****** was able to assist, the member has confirmed with Costco's Escalation agent.

  Customer Answer

  Date: 11/05/2025

   
  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:10/30/2025

  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.

  Purchased ** washer/dryer + pedestal drawers from Costco Wholesale Corporation on October 17, 2025 for $1,589.99 (order #******-016164). Costco *************** (*****) confirmed full delivery for Oct 28; she called ** ******** who verified. Delivery team brought only pedestals. Called Costco Logistics supervisor ******-he put me on hold, I stepped in for card, came back and they were gone. ****** said units aren't in warehouse until October 30, no delivery date. Told him I have severe allergies/asthma, disabled knee-can't do laundromat. Offered $100 credit. Email said Delivery Complete'-false, later fixed. Need washer/dryer or substitute delivered within 13 days

  Business Response

  Date: 10/30/2025

  Costco reached out to the member leaving a voicemail and email.  Letting them know that they are scheduled for 11/3/25.  The washer and dryer have been sent to the local logistics center.  Costco will reach out to the member again on 11/4/25.  Thank you

  
  

  Business Response

  Date: 11/04/2025

  Costco called the member and was informed due to the time constraints the member opted to cancel/refuse and get a refund on their order. The member has since been credited and at this time the case is closed.

   

• Initial Complaint

  Date:10/25/2025

  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 have the Executive membership and have for years. Its been years since I have received the 2% cash back and spent thousands of dollars. I have addressed this at the store twice with no resolution. My membership number is ************

  Business Response

  Date: 10/28/2025

  Costco has spoken with *** (*******) ****** **** ****** wife & primary on the membership) and confirmed all membership reward issues have been resolved.

  Customer Answer

  Date: 10/30/2025

   
  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:10/25/2025

  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.

  10/25/2025: This is the second time in three weeds that I have placed an order with Costco via instacart. This is also the second time that I received a text message my shopper had check out only to find out they did not have the proper financial authorization to do this order. Now I am waiting for another available shopper. This order was placed before noon ****** member ship renewal is due in a couple months and at this point there is no need to renew any membership with this crappy business practice

  Business Response

  Date: 10/28/2025

  Costco reached out to the member to address her frustration and concerns re Costco Same-Day experience.  We explained the key initiative that we will talk to Instacart to ensure that this issue is addressed. The member was thankful that we reached out to her regarding this matter. Costco considers this issue resolved.
  

• Initial Complaint

  Date:10/25/2025

  Type:Product 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 was in the Costco Store (*****************************************) 10/25/25 at around 9 AM when the greeters ******* and **** treated me extreme adverse customer service behavior. They were attacking in their words and body movements to say the least all over how we entered the ***************** as Executive Members. My husband was going to swipe the card and i was going to meet him at the Return Counter. Instead, **** the Greeter decided to go all comando and nazi-like on me as if the honor system of walking in the exit to the counter was wrong. He wanted us both to go through the entrance and walk all around...and I explained my husband had neck surgery and did not want him walking that much if possible - but **** and ******* the entrance greater got even more in our face about no they were not going to have it and we had to come in the entrance. As a matter of fact **** said to me WHAT DOES THAT HAVE TO DO WITH YOU THAT YOU? I was in absolute shock and ******* kept going on and on too...absolutely ludicrous behavior. I asked for a manager and **** pretended to call for someone as i waited at the Return area for almost 15 minutes and no one came so only one conclusion can be made. I asked the return desk man to how long it should take and he asked as he saw everything as it was only a few feet away and proceeded to ask like as if he was oblivious - do you want me to call a manager? I was like - yeah...please do...then i waited another 5 minutes or more and ****** the manager appeared. He explained the store has some policy as requiring everyone to come through the entrance and slipping through some foot space between the entrance wall of the club and the shopping carts but they shouldn't have behaved that way. I want to speak to someone from corporate office about my membership and the current visit requirements and perhaps getting my membership refunded as i am not happy with the service today. It was so bad we decided to not shop.

  Business Response

  Date: 10/31/2025

  
  Response to Complaint filed on 10/27/2026
  
  
  To Whom It May Concern.
  
  
  We are truly sorry to hear that this member, ******* and ****** *****,  experienced a negative interaction within our Toledo Costco location.  It is never our intention or desire as an organization for any member to feel mistreated or to leave our facility with less than an exceptional experience.  We also know that there may be policies and procedures that we ask of our members, that may be misunderstood and or not known.  Our entrance and exit employees should be acting as our ambassadors and helping educate members on these policies and procedures in a positive and polite manner.  
  Based on the ******* statement to the BBB, we did not meet this expectation.  
  As the General Manager of Costco location #**** in ****** ****, I have a responsibility to ensure that our employees are upholding company policy and procedures as well as teaching and entrusting that our employees are addressing every member in a respectful and polite manner.  Also, in having the responsibility to respond to member complaints, I ensure that I take the opportunity to speak with those employees involved as well as watch any camera footage that we may have to assist in offering a proper response.  I also have reached out to the *******, via phone, and was able to speak with ****** today and he stated that I needed to speak with ******* and offered her cell phone number, but did let me know that contacting her tomorrow, 11/1/2025 would be best as she is at work currently.  Due to the timeline of this needed response, I am responding without the opportunity to speak with ******* personally, but intend to do so as asked.  
  Starting with the camera footage, I see that ******* and ****** arrive at our front entrance at 9:11am, They both attempt to enter the building through the exit door and are approached by ****, a Costco employee.  Based on the footage I do see that **** interacts with the Clarks for just over 1 minute and based on Bill's statement to me, he directed them that they must enter through the entrance door and scan their membership to ensure that they are Executive members ( 9am to 10am being our Executive Member Only hour).  At that time ****** did go through the entrance door to scan his Executive Membership while it appears that ******* awaited his return.  
  **** did make an error at this time, and he should have welcomed ******* to enter, even through the wrong door.  It appears that **** instructed ******* to go through the entrance as well, which was not needed.  **** also did call a manager on the radio at this time.
  At 9:12am the Clarks were at the membership/refunds desk.  Our refunds employee quickly assisted the Clarks with the returned items, 4 returned items totaling -$38.56.  According to camera footage, a Costco manager, ******,  arrived to assist the Clarks as requested at 9:15am, the conversation ended at 9:20am.  According to ******, he listened to ********* concern on how they were treated, he was apologetic for the situation and he stated to me that he as well reiterated our policy for the Executive Member Only Hour.  At 9:20am ******* leaves our facility through the exit door and heads to the parking lot.  At 9:23 ****** leaves our facility after purchasing an item and heads to the parking lot.  
  At no time do I see on the camera footage that there was an interaction between ******* ***** and Costco employee *******.  According to ********* statement, she did not have any interactions with ******* ***** on 10/25/25.
  As it pertains to the Disputed Amount of $250 as stated in the BBB complaint, we are not understanding what this dollar amount is for.  The items that the Clarks wanted to return were refunded.  As far as the ******* statement in this complaint that they may want to be refunded for their membership, that would equate to $130 not $250.  
  I hope that the Clarks give us an opportunity to keep them as valued members
  
  
  **** ********, General Manager
  Costco Wholesale, #****
  ************
  
  

  
  

• Initial Complaint

  Date:10/25/2025

  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.

  This is about the ** washer I purchased at Costco. My washer started having issues (see details in the file) since July. At first, I reached out to ** directly. They sent a technician over and he replaced the motherboard. However, the issue persists. ** then sent another technician but that person insisted that it's normal. After all the back and forth, I decided it is a waste of time to deal with **. I submitted a return request to Costco. Unfortunately, I was not aware of the 90-day return window and I barely missed by 4 days. When I spoke to ******, he told me that I should be able to get a return if the item is not working in the same way. Since Costco offers two-year warranty, he suggested me to contact their warranty team first. He said its more of a formality. Once Costco sent their own agents to inspect, they would process the return and refund. Since then, I have spoken to warranty team multiple times and all they did was to contact ** again. Costco doesnt even have their own technicians. When I told them ** is not able (or willing) to fix it, they just said there is nothing Costco can do. Resolution team said they couldn't authorize a return request unless this is approved by Warranty team. Warranty team said they could not do anything unless ** approved. There are many options out there. I bought it from Costco because of the risk-free 100% guaranteed satisfaction on every product. I understand that Costco has a strict 90-day return policy on home appliances to prevent customers taking advantage on the return policy. However, I told Costco multiple times that the washer is not functioning the way it is supposed to be, and the manufacturer refuses to fix it. ** also mentioned those issues on their Q&A page. Moreover, I had been working with ** directly during the 90-day window. Its not like I requested the refund on purpose after the 90-day window. If ** cant fix the washer, and if thats all Costco can do, what guarantee does Costco really offer?

  Business Response

  Date: 10/27/2025

  Costco has reached out to our member and offered the return and refund of the unit.

• Initial Complaint

  Date:10/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a Costco Executive Membership and when I signed up was told I would receive a $30 gift card as a sign-up bonus. I never received this gift ******* addition, I was supposed to receive my Executive Membership cashback gift card at the end of the year, which was also never mailed to **** followed up with the store manager three separate times for cashback. Each time, I was assured that the gift cards would be mailed to my address, but they never arrived. Later, I was told that the gift card would instead be shipped to the store for pickup.However, when I went to pick it up, I was informed that they could no longer give me the gift card because my membership had expired. This is unfair and unacceptable since I should have received both gift cards six months ago for cash back, and the delay was entirely due to Costcos repeated mishandling and false assurances.After all the trouble and multiple follow-ups, I ended up receiving none of the promised Executive Membership benefits, including the sign-up bonus and the cashback gift card.Desired Resolution:1. Provide the $30 Executive Membership sign-up gift card that was promised.2. Issue the Executive Membership cashback gift card that I rightfully earned because of my purchase.

  Business Response

  Date: 11/03/2025

  Costco has spoken to Mrs. ***** and advised that we can only provide information or make changes for the primary. We have advised Mrs ***** to have the primary contact us to request the information and/or make the changes on the account so that we can assist her directly. 
  

• Initial Complaint

  Date:10/22/2025

  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.

  Costco falsely claimed they delivered my order on 10/22/2025. This is the second time where I have ordered something from Costco and their delivery driver falsely claimed to have delivered the order to my address.

  Business Response

  Date: 10/31/2025

  Costco has made contact with the member and has begun to investigate the reason behind the deliveries being delivered to the neighbors. The Traffic Team has been engaged and we are awaiting a response from the *** reperesentative. 

  Customer Answer

  Date: 10/31/2025

   
  Complaint: 24051799
  
  I am rejecting this response because: you have not attached Costco's response.
  
  Sincerely,
  
  ***** ******-mziray