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:07/15/2025

  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 have been a loyal Costco member since 2013 and Ive always had positive experiences with your staff until my recent visit on July 12, 2025, at the Costco *******, VA ************ the exit, I handed my receipt (paid $548.85) to the employee named *******, she briefly reviewed it and mumbled under her breath that there was a problem. She called over another employee, *******, and pointed at the ******** deodorant in my cart. Without clearly explaining the issue, ******* took my cart and receipt, and we walked back to the cashier area. After rummaging through the items in my cart, it quickly became apparent that ******* herself was unsure what was allegedly missing. When I asked for clarification, she admitted she didnt know which item hadnt been scanned. She called her manager, ******, who spent several minutes reviewing my receipt against the items in my cart. Eventually, she confirmed that everything had been properly paid for and returned my receipt and cart without offering any apology or acknowledgment of the distress caused.I explained how upsetting and humiliating the experience had been. I was paraded through the warehouse like a thief, passed from one employee to another for over 15 minutes, all because the initial accusation was never verified. When I noted that ****** never apologized, her response was dismissive. In over a decade of shopping at Costco, I have never experienced such embarrassment or mistreatment. This incident has left a lasting negative impression. Ironically, the ******** deodorant in question was the first item listed on my receipt. Had ******* reviewed it thoroughly, this entire ordeal could have been avoided.I hope Costco takes this feedback seriously and implements better training for its staff, especially in handling sensitive customer interactions. Employees must ensure that any accusation of wrongdoing is backed by facts, not assumptions, and is handled with professionalism, respect, and care.

  Business Response

  Date: 07/22/2025

  From AGM W204 - It is customary for all receipts to be reviewed. We apologize for any inconvenience this may have caused.  Thank you
  
  
  

• Initial Complaint

  Date:07/15/2025

  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 against Costco regarding a broken promise related to a price adjustment on my order.I originally placed Order #**********, but canceled it due to selecting the wrong product. At that time, my **** showed $2,099 including all applicable discounts. When I corrected the order, the same items cost $3,559 due to lost promotional pricing.I contacted Costco customer service via chat. A representative named **** *. (Service Request #******-006516) clearly assured me that if I placed the new order and waited for delivery, I would receive a full refund of the discount difference after delivery. I specifically asked how Costco would track the original discounts, and he said, We have our ways to identify the correct promotional pricing, and instructed me to keep the service request number so it could be referenced later.Following his guidance, I placed Order #**********. That order totaled $4,289.95 + $352.92 tax = $4,643.87. The same items in the reps **** (as I requested him to test) totaled $3,439.95 + $283.11 tax = $3,723.06. The promised refund difference was $850 + tax ($920 total).However, after delivery and multiple follow-ups, I am now told I will only receive $500. I have submitted screenshots of the chat, the **** comparison, and all evidence, but every time I contact Costco, the response changes. Ive spent hours repeating my case, and now Im being told nothing more can be done.This is not about the money aloneits about accountability. I followed Costco's instructions in good faith, based on a representatives written commitment. Costco has not honored that, nor has it shown any intent to fairly resolve the issue. As an Executive Member, I expect better.I am requesting a full refund of the promised $850 discount + tax and compensation for the significant inconvenience.

  Business Response

  Date: 07/16/2025

  Costco attempted to reach our member via phone and the only option was to leave a message.  We then sent our member an email with compensation credit offer. Costco is now awaiting members reply. 

• Initial Complaint

  Date:07/15/2025

  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.

  I ordered a ******* refrigerator on July 7, 2025 (original price: $1,699, has a $398 discount). The Costco website was advertised with July delivery, and when I called customer service, I was told it would arrive on July 17. However, I later received an email stating that delivery would be delayed, without clear solution.I asked if Costco could send a temporary unit or ask the manufactruer send them earlier, I was told they weren't possible. They told me I can either wait till August 16 or buy another one. After checking online, I found only two ** refrigerators that matched the dimensions of the ******* model purchased. I selected the ** model priced at $2,399 (the cheaper one).The customer service representative applied the original ******* discount and an additional $200 discount to the ** fridge. However, this still resulted in a $500 difference, which is a significant burden that caused by Costcos failed delivery.I am respectfully requesting that Costco cover the full $500 price difference, given: - The delay and failure to fulfill the promised delivery timeline; - The lack of proactive alternatives offered (no loaner, no expedited delivery); - The misleading listing on website, where the ******* refrigerator still shows July 25 delivery availability.

  Business Response

  Date: 07/17/2025

  Costco engaged ******* immediately upon receiving the case and actively worked on expediting the item. However, the member chose not to wait and decided to place a new order. We are now working with our internal teams to expedite the new refrigerator to the local depot.
  
  The local depot has confirmed delivery for Saturday, July 19. Ive shared our appliance delivery guidelines with the member to ensure they are fully prepared for delivery and installation. The member also has direct contact information for the Executive Escalation Team and has agreed to continue working with ****** through to resolution.
  
  

• Initial Complaint

  Date:07/15/2025

  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.

  I made a payment of $10,200 for a contract on September 22, 2023, and as part of my agreement, the company is supposed to offer two years of complimentary maintenance along with a 10-year warranty on both parts and labor, in addition to the manufacturer's warranty. This was the reason I chose to go with Cool Bear and Costco instead of a cheaper alternative. Today, I learned that Cool Bear is going out of business and will be shutting down, which reminds me of a previous experience with Solar Bear that was quite troublesome. I reached out to Costco, but they have only given me the runaround, and I am seeking a full refund.

  Business Response

  Date: 07/28/2025

  Costco is purchasing an extended labor warranty and providing a cash card to the member.  

  Customer Answer

  Date: 07/28/2025

   
  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.
  

  This company is honorable and very ethical with great customer satisfaction.
  
  Sincerely,
  
  Perry Johannesburg

• Initial Complaint

  Date:07/14/2025

  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.

  My Name: ****** ******** Phone: ************ Date: 7/11/2025 Subject: Request for Assistance Refusal of Return/Refund by Costco (Order #**********)I am writing to formally request your assistance in resolving an issue I have encountered with Costco Wholesale regarding an attempt to return a purchased item online and receive a refund, which was denied without clear explanation.Before making the purchase, I contacted Costco **************** and specifically asked whether I would be able to return the ring if needed. I was assured that yes, returns were accepted and it would not be a problem. Relying on this confirmation, I completed the purchase.On September 23, 2023, I bought a diamond ring through ************************ (Order #**********). In May 2025, I went to my local Costco warehouse at:************************************** to return the ring and request a refund. Despite presenting all the necessary documents and the original diamond ring and certificate, the store manager declined to accept the return.I then contacted Costco **************** by phone and was again told that the return would not be acceptedwithout providing a reason. I asked for a written explanation and the name of the manager who refused the return. To this day, I have not received any written response or justification from *********************** the past, I have purchased multiple rings from Costco online and returned some of them without any issue. I was never informed, either during those purchases or at any time, that there was a limit to how many jewelry items could be returned or that my return privileges might be restricted. Costcos well-known return policy was a major factor in my decision to buy such a high-value item online.I respectfully request your help in resolving this matter. I would like to be able to return the ring and receive a full refund in the amount of $22,391.24. I have acted in good faith and followed all appropriate procedures.Thank you Sincerely,****** ********

  Business Response

  Date: 07/17/2025

  After speaking with our member she understands this item is not going to be accepted for a return. This is resolved on Costco's side

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23587891
  
  I am rejecting this response because: Costco has failed to provide any legitimate, written explanation for denying my return, despite my repeated requests for clarification. Prior to purchasing the ring, I contacted Costco **************** and was assured that returning the ring would not be an issue. I relied on this information in good faith when making this significant purchase.
  The ring is in its original condition, complete with all documentation and the diamond certificate. There has been no damage, no misuse, and no breach of Costcos advertised return policy on my part. Furthermore, I have made similar purchases from Costco in the past and have never been subjected to arbitrary limitations or unfair treatment when returning jewelry items.
  Costcos failure to provide a valid reason for denying my refund, combined with the lack of written communication and transparency, is unacceptableespecially for a company that advertises a risk-free return policy and claims to stand behind its products.
  I respectfully request that the Better Business Bureau hold Costco accountable to the promises they make to their customers and assist in facilitating a full refund of $22,391.24 for this purchase.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 07/29/2025

  After speaking with our member she understands this item is not going to be accepted for a return. This is resolved on Costco's side.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  

  Subject: Rejection of Costco's Response Complaint #********
  Dear Better Business Bureau,
  Thank you for the opportunity to respond regarding my ongoing complaint with Costco (Complaint #********). I appreciate your assistance in helping resolve this matter fairly.
  Unfortunately, I must reject Costcos response.
  Recently, I received a phone call from a Costco manager informing me that they would not accept the return of a ring I purchased, nor would they issue a refund. While I acknowledged their position during the call, I do not accept it as reasonable or fair.
  As a long-time and loyal Costco customer, my family and I consistently shop at Costco and have provided significant business over the years. The ring in question is in perfect conditionexactly as purchased. There has been no damage, wear, or alteration of any kind.
  At the time of purchase, I was not informedverbally, in writing, or via any warning or policy noticethat returning this item might be prohibited due to my past returns of jewelry. Had I been made aware of any such restriction, I would not have proceeded with the purchase. This lack of transparency is deeply concerning.
  Costcos return policy is advertised as generous and customer-focused. If there are limitations based on purchase history, those should be clearly communicated to customers before the salenot after, and certainly not as a reason to deny a refund.
  I'd like to ask that Costco honor its return policy and accept the return of the ring with a full refund.
  Thank you for your continued assistance and for supporting fair and transparent business practices.
  
  
  

   

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/13/2025

  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 have been unhappy with my Costco membership and want a full refund, which was guaranteed to me when I signed up (the website says "100% Satisfaction Guarantee. We will cancel and refund your membership at any time if you are dissatisfied"). The website, ******** credit card, and customer service have all been significantly worse than described. Furthermore, I am unable to cancel my Costco membership. I have tried:- chatting with an online customer service representative: they said "However, we are unable to process membership changes involving a refund over chat.".- calling the number provided: the automated calling system has no option to speak with any representative or make any membership changes

  Business Response

  Date: 07/18/2025

  Costco has attempted to reach the member multiple times by phone and have also sent an email to ensure we reach the member. At this time, we have not been successful. Thank you.

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23594272
  
  I am rejecting this response because: I have been repeatedly called at work where I cannot take phone calls. I then emailed back asking for a number to call at my convenience but have not gotten a response. I have stated very clearly I want to close my account, but have not gotten any update.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/29/2025

  Costco can confirm the member was provided with an agent's direct phone on 07/21/25 by email and by voicemail, for the member to call for the cancellation and refund. At this point in time, the member has not reached out to our agent for the cancellation. Costco will attempt to reach out to the member again.  

• Initial Complaint

  Date:07/13/2025

  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 have been a happy Costco member for 27 years until our ************************** orders of jewelries or gold bars always got canceled from November of 2024. The cancelations sometimes gave no reasons, and sometimes gave fake ones, like incorrect payment billing info. So I called my credit card company and ************************** several times to confirm that no issue with the payment information. Finally one of ********** support team members was able to find there was a hideen blocking, only visible to order processing team, to restrict me from ordering items from jewelry department. I asked why they did that, no one could give me a concrete answer. I don't think we broke any Costco rules or policies. I tried several more calls to ************************** and visits to local store membership, no solution. Here I file the compaint to ********** not treating paid members fairly and respectfully while the company is getting popular in **, some of their employees are becoming bureaucracy and bullying to its paid members.

  Business Response

  Date: 07/18/2025

  The member's account is limited to certain areas for online purchases. Costco has given him the department to contact about this, which he was already provided on previous occasions. Thank you.

• Initial Complaint

  Date:07/11/2025

  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.

  Im filing a complaint regarding a mishandled refund for a damaged Hisense 65 TV (Model QD65NF, Order #: **********, Service Request #: 250705-005500).On July 5th, 2025, I was informed by a Costco representative that my refund had been approved and would be issued within three business days. A pickup was also scheduled for July 10th between 11 AM and 1 PM, and I adjusted my schedule to be available.However, the pickup was later canceled without any notice, and when I followed up, I was told the refund had been denied due to being outside the 90-day return window despite prior confirmation that the refund was approved and the pickup scheduled. I was also told that no escalation was possible and that no one else at Costco would be able to assist me.Eventually, I was pressured into accepting a $100 partial refund after being told it was the only option remaining. I accepted this under not having any alternative options.While I understand that physical damage may fall outside Costcos standard policy, the issue here is the failure to communicate, the reversal of an already approved refund, and the refusal to allow escalation. This is inconsistent with Costcos reputation for excellent service and undermines consumer trust.

  Business Response

  Date: 07/14/2025

  Thank you for contacting Costco Wholesale Corporation. We appreciate the opportunity to respond to your inquiry. The Costco Technical and **************************** Team has reviewed our valued member's complaint regarding their ********** concerns. Costco has reached out to our member and offered a Costco shop card for the remaining difference of the refund amount of the TV in question. We apologize for any inconvenience our valued member may have experienced.

   

  
  

  Customer Answer

  Date: 07/15/2025

   
  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,
  
  Maksims Kazijevs

• Initial Complaint

  Date:07/11/2025

  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 Alaska flight pass from Costco on 07/03. I was told on 07/03 that I would get my order in an hour or so but it never came. A day later I called in to follow up, an agent told me that they would follow-up in ***** hours. After that time, no one contacted me further. I called in two more times afterwards. First time was on this Tuesday when I was told to that Wednesday I would hear back or get a refund. No one reached out to me on Wednesday. So I called in again , and was told to email, no phone call acceptable. I emailed for refund but no one responded again. The product is $1399.99. Money was deducted on 07/04 but no delivery had been made, despite multiple promises made to me.

  Business Response

  Date: 07/16/2025

  Costco has agreed to a refund; to be processed by end of day today, 7/16/25.  We consider this matter resolved.  Thank you.

• Initial Complaint

  Date:07/10/2025

  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.

  End of 2022 we purchased a discounted egiftcard from Costco for Southwest egiftcard with full payment. It was never delivered but we thought once needed this can be claimed through Costco. This year we were trying to book a flight with Southwest, so we communicated with Costco, but when we communicated with Costco, they were saying this order was too old hence not able to be retrieved, while giving no solution or key info, they referred us to check with Southwest directly. Even more, they refused to provide refund for this purchase while not able to show any proof on delivery.This is considered as undlivered product and violates our rights as customer. Hence I will need to file a claim to either get the product delvierd, or to get the full refund from Costco.

  Business Response

  Date: 07/11/2025

  Costco has made contact with Mr. ** and working to have the archived e-gift cards re-sent.  This should complete within a few hours.  

  Customer Answer

  Date: 07/14/2025

   
  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,
  
  **** **