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

  7850 SW Dartmouth St Tigard, OR 97223-8401

• 

  Costco

  4401 4th Ave S Seattle, WA 98134-2389

• 

  Costco Wholesale

  2431 N Germantown Pkwy Cordova, TN 38016-4494

• 

  Costco

  6275 Naples Blvd Naples, FL 34109-2030

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:07/28/2025

  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 am writing to formally file a complaint against Costco, specifically the ************ location (*************************************************), regarding a denied price adjustment request.On July 5th, I purchased a Quick Silver shorts (USD *****) from this store. Approximately two weeks later, I noticed that the price had dropped significantly to USD 5.00 per unit. On July 27th, I returned to the same store to request a refund of the price difference, as I was still within the 30-day window commonly accepted for such adjustments.Prior to this visit, I had been informed by Costco staff that price adjustments were indeed possible within 30 days of purchase. However, during my visit on July 27th, I was told that because the item was no longer in stock, they could not honor the adjustment. This contradicts the information I was previously given and feels like a change in policy without proper communication.I find this response unacceptable and disappointing, especially considering Costcos reputation for customer service and transparency. The items availability should not affect the validity of a price adjustment within the stated timeframe. I respectfully request that this matter be reviewed and that Costco honors the price difference as initially indicated.Thank you for your attention to this matter.Sincerely,*** Roberto *******

  Business Response

  Date: 07/29/2025

  We spoke with ****, and he expressed his appreciation for the call. We informed him that we will be issuing his full adjustment along with a shop card. He was thankful that we were able to resolve the issue in a timely manner. **** mentioned that he typically shops on Saturdays, so his adjustment and shop card will be issued this upcoming Saturday.

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:

  I spoke with Antnio, who kindly offered me a solution. When I asked how I should proceed, he informed me that he would send me an email so that I could present it to the supervision team at the Brighton Costco. His email has not arrived yet. 
  
  It didnt occur to me at the time to ask Antnio whether he had my email address on file, but I believe he may be able to access it through the email account registered with the BBB.
  
  Thank you all for your support.
  
  Sincerely,
  
  *** Roberto ***********

• Initial Complaint

  Date:07/27/2025

  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.

  My order ********** was reduced on price last week and I submitted a price adjustment request which never came through. Today I use chat function to request the price adjustment with an agent and was denied. I was told no price adjustment request was submitted, and that the 30days has already passed. I ordered the couch on June 23rd with the delivery date of July 1st, I put in the request last week and their system didnt pick it up. Now they won't honor the price adjustment.

  Business Response

  Date: 07/29/2025

  Costco's escalations agent ******** has attempted to contact our member **** ****, the call did go to voicemail however Costco left a message for our member. Costco has confirmed member was assisted by a supervisor yesterday in which an exception was made and the member was issued the credit back onto the original form of payment. Costco has informed the member it can take 3-7 business days for the credit to reflect in the account, ******************** is pending further updates from the member to confirm if any additional assistance is needed.

  Customer Answer

  Date: 07/29/2025

   
  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:07/23/2025

  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.

  A formal complaint regarding the gross mishandling of my recent delivery of PurpleRenew 11" Gel Grid Mattress, Queen) and unsatisfactory response from Costco team (Case #******-763582-PA-01). This letter outlines the highly unprofessional conduct of the third-party delivery company, the personal injury I sustained as a result of their negligence, and my requested resolution. Chronology of ********************** Refusal: Upon arrival, the delivery personnel were immediately disgruntled and argumentative. They initially refused to perform the mattress setup and removal of my old mattress, a service that was included and paid for with my order.Negligence Causing Injury: During the removal of my old mattress, the delivery crew handled it with such carelessness that they let it fall directly onto me. This incident has resulted in a persistent and painful back injury on my left side.Unprofessional and Deceptive Conduct: Following the incident, the crew's behavior became increasingly concerning. They began speaking to someone on the phone in Spanish, a conversation which felt deliberately exclusionary and suspicious. Without my knowledge or consent, they proceeded to take photographs of my private residence, including my bedroom and living room. They abruptly abandoned the job without any notification, leaving the building's loading dock unsecured.Denial of Facts: I understand the delivery company claims they were unable to complete the setup because the "way was not clear." This is false. The task simply required them to slide the old mattress into an adjacent room, a far less strenuous task than carrying it back to their truck. Their claim is a clear attempt to deflect responsibility for their poor service and the injury they caused.I have been following up with costco , without getting any resolution and they have been ignoring me now. I want full refund and compensation for horrifying experience during the service and dealing with costco service

  Business Response

  Date: 07/28/2025

  Costco is working with Ms. ******* on a return for refund and repurchase of the mattress in question here.  Ms ******* is to provide a video of the incident from the injury claim as well so this can be provided to the claims adjuster.  The primary complaint however is with the contacted carrier.  The team was unprofessional, refused to perform delivery duties as stated by Costco and as a result dropped the old mattress and it struck the member causing a back injury.  While the claim is ongoing, the member states the primary concern is insuring this team does not have the opportunity to do this to other members.  Costco can not discuss any actions taken against employees or contractors but will look into the issues and address them with the carrier.  Costco will now wait for Ms. ******* to decide how to proceed with the current order as well as any replacement orders.  

• Initial Complaint

  Date:07/23/2025

  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.

  In 2023 we purchased a GE Front Load Washer and Dryer unit from Costco, and it is still under a 2-year warranty. After experiencing mechanical issues with the dryer recently, Costco and ** refuse to honor the warranty because the dryer had a dent when it was delivered, and we agreed to accept it at the time. Costco was aware of the dent at the time of delivery, offered to give us the 2-year warranty provided at the time of purchase, and a discount amount due to the dent.The dryer has worked flawlessly for 1.5 years. Now when it is experiencing mechanical issues, they claim we waived the warranty and accepted the product "as is" when we agreed to keep the dryer with a mild cosmetic dent. We never agreed to waive the 2-year warranty and never signed any agreement to accept the product "as is." We simply want Costco and ** to honor the warranty.

  Business Response

  Date: 07/24/2025

  Costco has called and spoken to our member and offered to address their pending concerns. 
  
  
  We have determined that we should offer our member to return the product under the circumstances surrounding this situation.
  
  
  Costco will remain in contact with our member to ensure that the return is processed in a timely fashion.
  
  
  

  Customer Answer

  Date: 07/24/2025

   
  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:07/22/2025

  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.

  On the 11th of July of 2025 , I placed an order through Costco Wholesale online for a brand new pair of AirPod pros for the price of $182.74. I was notified that my package would be delivered On Wednesday, July 16 via *** , I was tracking my package and it was said that a signature was required for delivery. I was waiting all day and no one ever arrived, I had an email saying that my package was delivered with a picture of my front driveway with no package in the picture and nobody ever signed for a package. I reached out to Costco and they denied my claim, regardless of the fact that there was no proof of delivery and nobody signed for package. I was told they Could not do anything about it, and that my claim was denied. Today on July 22nd of 2025. I personally called Costco customer service and was on a phone call for 30 minutes trying to resolve the issue andthey still once again denied my claim and said they cant do anything about it. I was told to try and file a claim with *** I did, but as soon as I submitted the claim, it said that the sender a.k.a. Costco. Has had restricted any claims on this order now I cannot even file a claim with *** because Costco is blocking it and they are refusing to do anything about my package. Costco is no help. They are being very unprofessional and dont want to take accountability even when as far as to block me from filing a claim with*** I am very frustrated and need help. I dont know what to do. Costco is refusing to replace a refund my order. I have pictures of delivery and there is nothing in the photo and nobody ever signed for a package. When I checked on the status of my refund or replacement, it said that a refund amount of $0.00 would be added to my account, which is a ridiculous and a cruel joke I am in desperate need of help.

  Business Response

  Date: 07/23/2025

  Costco contacted our team here who works with claims.  Our objective is to ask why the claim had been denied; as well as input on moving forward. Thank you.

  Business Response

  Date: 07/24/2025

  Once Loss Prevention completed their investigation, it was confirmed that the AirPods were delivered to the correct address per the tracking information provided by the carrier. Unfortunately, since the delivery is showing as completed and the claim was denied, we are unable to issue a refund or replacement through Costco.

  We sent an email to the member advising him to reach out to his credit card company for further assistance.

  Costco will follow up with ****** again to ask if additional support is needed before we close this case.

• Initial Complaint

  Date:07/22/2025

  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.

  In Feb 2022 i was in the parking lot at Best Buy i call Costco citi bank **** to pay my balance off i as k the agent should i paid using my Ach account they have on file or just used my bill pay account which one would be quicker ***** the agent said its up to you ,before the conversation ended i decide to use my bill pay because it wasn't late I proceed in BEST BUY to buy my husband a 65 inch TV when it was all said and done the agent ***** put my payment through as a phone payment and never ask or confirmed my authrorization or which account to take it from well, without my consent they took it out the wrong account on file as a result I get a *********** charge 4 times because the agent took it out the wrong account without my knowledge they closed my account and never acknowledge there mistake talk to several supervisor and manager promise to reopen my account even after listening to the many recorded conversation I later found out that wan's you put a payment through the phone you can not reveres it so they were very nasty and rude to there card holder who had the card for 6 yrs never late always paid off balance never got my NSF fees that was put in 4 times just close my account and promise made by Supervisor ***** to reopen my account after she listen to the recorded conversation and mess up my credit I could'nt address the issue because I was suffering with depression Thanking you in advance

  Business Response

  Date: 07/22/2025

  Thank you for reaching out to Costco regarding your concerns with your Costco ************* Card by ****. We do not have access to credit card account details, but we have provided your concern to **** for their review. We appreciate you taking the time to provide us with details of your experience

• Initial Complaint

  Date:07/21/2025

  Type:Sales and Advertising 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 delivered and installed a new gas range incorrectly gas leaked while I was at work wife had to call fire department and gas company . Gas company report states installer used wrong part. I had to install it myself 3 days later and it was clear they had no idea what they were doing. At this rate these installers will get someone hurt or worse.

  Business Response

  Date: 07/22/2025

  Costco has compensated the member.  The member will send Costco photos of what the installers did and how he fixed the part.  We will also reach out to Costco Logistics to address the matter with them.  We consider this issue resolved.  Thank you 

  
  

• Initial Complaint

  Date:07/21/2025

  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 purchased a washer and dryer combo in 2021, purchased the extended warranty. During the same time I purchased a kitchen suite with extended warranty as well. I had an issue w the stove and was reimbursed under warranty. Now Im having issues with my washer, however when Im transferred to ******** they are saying Costco refunded my kitchen suite warranty and they did the stove under the washer dryer warranty. Costco is stating they show the kitchen suite warranty active and doesnt know what happened to the other washer dryer warranty. Now Im in a pickle as each company is saying something else and my washer is still broken.

  Business Response

  Date: 07/24/2025

   Costco was able to have ******** add the warranty to their washer and backdate it once purchased by our member. We apologize for any inconvenience our valued member may have experienced.
  
  

• Initial Complaint

  Date:07/21/2025

  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 am filing a complaint regarding missing merchandise and an unprocessed refund for Order #**********, which had a total value of $1,598.86. Despite following all required procedures, Costco has failed to deliver one item, has not issued refunds for multiple returned items, and has not provided adequate customer service response to resolve these issues.The first issue involves a missing ***** delivery of Wild Alaska Coho Salmon (10 lbs) with tracking number ************. ***** marked this package as delivered on June 10, 2025 at 10:41 AM without requiring a signature, but I never received it. The photo attached to the ***** tracking record clearly shows a location that does not match my residence. I am requesting that Costco resend this item immediately and implement signature requirements for future deliveries to ensure drivers knock and confirm receipt with the customer.The second issue concerns an unprocessed refund for items I returned via *** on July 3, 2025, using Costcos provided return label with tracking number 1Z6487EX9015171351. Nearly three weeks have passed without any refund being issued, despite Costcos policy stating refunds are processed within 1-2 days of *** receiving returns. The tracking has not updated since I dropped off the package at the *** Store, which is beyond my control. The returned items include two bottles of DS Laboratories Revita Hair Stimulating Shampoo (31.3 fl oz) totaling $115.98, one ******* Sonicare DiamondClean 2-pack for $279.99, and one Sonicare Prestige 9900 with Brush Heads for $299.99, bringing the total refund due to $695.96 before ****** resolve these issues, I am requesting immediate reshipment of the missing Wild Alaska Coho Salmon to my correct address and a full refund to my original payment method for all ***-returned items. These ongoing problems have resulted in significant financial loss and inconvenience, and I expect prompt action to rectify both situations.????????????????

  Business Response

  Date: 07/24/2025

  Costco has worked through the money issue.  Currently we are attempting to reach the member regarding the salmon and our next step towards a resolution.  Thank you.
  

  Business Response

  Date: 07/28/2025

  Costco has made contact with the member to address all issues presented in the members complaint. Member has confirmed receipt of last issue. Costco considers this issue resolved. 

• Initial Complaint

  Date:07/21/2025

  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.

  On June 21, 2025, I visited the Costco location at ****************************************************** to cancel my membership. At the time of cancellation, the employee assisting me did not inform me that I was eligible for a refund of my membership fee. My membership was still within the 1-year window, and I later learned that Costco has a satisfaction guarantee that allows for a full refund if the membership is canceled within that period.Approximately three weeks later, I realized that I should have received a refund, but I never did. Since the membership has already been canceled, I no longer have access to any related details through the website or in store.I contacted customer service and was told that since the refund wasn't processed at the time of cancellation, it may not be recoverable. I find this unacceptable, as I was never informed of my eligibility for the refund during the cancellation process.I am requesting a full refund of the membership fee I paid, in accordance with Costcos membership satisfaction policy. Additionally, I request that Costco improve employee training to ensure customers are clearly informed of their refund rights when canceling a membership.

  Business Response

  Date: 07/30/2025

  From AGM @W0162  -  Costco reached out to the member to offer a full refund.  The initial occurrence happened with a employee who was new.  We will speak with the employee to offer a brief training session.  Thank you
  

  Customer Answer

  Date: 07/30/2025

   
  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,
  
  **** **