ComplaintsforCostco Wholesale Canada Ltd. HQ

• Initial Complaint

  28/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warranty! On March 3rd, I contacted ******* chat to look for a solution for my TV problem as there is a sound coming from the TV while it is OFF! I did all the troubleshooting they asked for but none worked! They told me this issue is not normal and the TV need to be serviced and that I have to refer to Costco as it is under their warranty . I called Costco and filed a request for warranty via Costco concierge ****************. They issued a service request ****** **********, via ******** ****** *********** **************. The technician ******* came and assessed the problem and acknowledged it (sound coming from the TV while it is off). He said he will request a part to replace. After a week he replaced the part but the noise got louder. He said this part is not the right one. So he ordered another one. The second time (after almost a month since filling the issue), he replaced the part, the noise was still present (Please refer to Clip file attached). On April 11.2024, I called Costco Concierge to tell them that the issue was not resolved. They said they will check and get back to me. but they didn't. On April 22, I called again and they told me they will escalate the issue to the respective department for a resolution and I should receive a call in 24 hours. No one called back! On April 24, I called again and they told me that my request was canceled (by *******) without acknowledging me! I asked to talk to a supervisor or legal department. They said that a program specialist will call me back (they couldn’t connect me to one at the moment). But no one called back. I called again on Apr. 26 at 2:23 pm. I had a conference call with Costco agent and (******). ****** supervisor claimed that this is normal as per *******!! I asked a copy of that statement and he agreed. But never did as of this moment! I've attached a screenshot of a statement from ******* during my conversation with a ******* agent stating that this issue is not normal and the TV needs to be serviced! Costco is asking ****** to confirm that but ****** says it is normal yet without any statement which I think they don't know how to fix it or they don't want to admit that the TV has a problem! Thank you, ***** ************ *************

  Business response

  29/04/2024

  Hello, 
  
  We have requested the assistance of the Costco Concierge team to assist with this inquiry.

  Thank you 

  Customer response

  29/04/2024

  
  Complaint: 21636855
  
  I am rejecting this response because: It doesn’t solve my complaint. You are referring again to the concierge which I filed my complaint because of them. I want Costco customer service to solve my complaint. The concierge were contacted by me as I explained in my first message but no one was listening to me or even to ******* statement that this is not normal sound coming from the TV while off, and that’s why I referred to ***! Looking forward to solving this issue asap. Thank you

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

  Business response

  30/04/2024

  We have taken care of the member. We have keyed a return/refund.

  Customer response

  07/05/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21636855, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Feb 17 2024 I ordered gold coins and bars * ********** online as advertised in a constant contact email I received . I stayed home all day for a week waiting then I checked order status ,order had been redirected to a *** pick up location I did not request this action. I go there, told I already picked up. I did not pick up. I followed instructions from ********************* and *** to launch an investigation. Costco has *** investigate themselves they watch video of not me collecting my order and absolutely no follow up email or phone call. Costco shows my order as refunded with 0$. While waiting patiently I do my own investigation I find the woman her name the city she lives and the owners name of the car she used I send this information to Costco and still nothing. Absolutely nothing no email no call This package needed a signature to collect this did not happen. It appears my email was hacked I can see they used a PC to exit my ******* acct I do not own a PC I spent hours and hours trying to figure out what happened to much to type here. I sent everything to the investigator now its April 8 and still nothing. Seeing that they are investigating themselves and no wants to use this information to arrest this individual and find my order Costco has essentially stolen my hard earned money. My next step is *** *** ***** ******** *****. I order weekly from the Costco Business Center they can see I am not some random grifter I am a small business owner

  Business response

  09/04/2024

  Hello, 
  
  The members complaint has been forwarded to our ecom team for further assistance.

  Customer response

  10/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21551057, and find that this resolution is satisfactory to me.
  THANK YOU very much Costco and *** after many sleepl nights and some tears a credit was processed today. If I may be so bold to request a review of how big ticket items are delivered. If it had been delivered to my home I would have needed to sign for it even thought the billing address and delivery address is the same and the *** driver knows me, this is how it should be the fact that a thief could show a confirmation email,no identification at all ,no signature and be handed a $11 0000.00 item is a system failure. Thank you for doing the right thing and I hope *** is sent the bill I believe it is their system that failed me and Costco 
  Sincerely,
  *** ******
  

• Initial Complaint

  21/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Costco, I am writing to express my dissatisfaction with the handling of ticket number ********** regarding my ******* dishwasher, purchased from Costco in June 2022. Despite reporting the malfunction of the soap dispenser during the wash cycle on February 15, 2024, and subsequent attempts to address the issue through ******* customer care, the problem persists. The service technician's visits on February 27th and March 8th, which included the replacement of parts, have failed to resolve the issue. Additionally, the technician identified a PC error during testing, indicating a significant defect in the appliance's functionality. Notably, the technician verbally assured us that he recommended exchanging our dishwasher because he was unable to repair it. Furthermore, upon contacting ******* for further assistance, we were informed that our dishwasher would not be repaired, citing alleged physical damage by a mouse. However, the provided rationale lacks substantiation, as the photograph presented to us did not exhibit any such damage. ******* is now asking me to get my dishwasher repaired from a ******* dealer at my own cost, and they are not willing to help me. I request Costco to provide me a refund for my purchase or provide me an exchange of the defective dishwasher as ******* is not helping me, and I have purchased this dishwasher from Costco, which is still under warranty provided to Costco customers. Sincerely, ******* ****

  Business response

  22/03/2024

  ******* has denied the the assistance due to hazards present (mouse feces). ******* will not repair and all warranties are voided.

• Initial Complaint

  27/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  29/02/2024

  Hello, 
  
  We have forwarded the member concerns to the appropriate team for further review.

  Customer response

  29/02/2024

  
  Complaint: 21354396
  
  I am rejecting this response because:
  

  Still waiting to hear back.

  
  Sincerely,
  
  ***** ****

  Business response

  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

  16/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  27/02/2024

  Our Ecommerce team has contacted the member and provided a resolution. 

  Customer response

  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

  02/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  07/02/2024

  Assistant General Manager called the member and issue resolved.

  Customer response

  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

  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 response

  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,
  
  ******* ******

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an ** oven on May 26th, 2021 with my Costco Membership, *************. It came with three years of warranty; a) one year from the manufacturer; b) a second year from Costco concierge; c) a third year because I'd used my Costco ******* *** **********. Costco has since discontinued their association with ******* ***. Last summer, approx 27 months after purchase, two of my ovens burners stopped working. I have been trying to get Costco to honour the warranty. They directed me to ******* ***, stating the warranty was with them. I spoke with ******* *** and they said this was not true, that they never offered third-year warranties and that theirs ran concurrent to Costco concierge. This appears to be true, currently, in the U.S., but it is not what was offered in Canada back in 2021. I went back to Costco and they again said to speak with ******* ***. I tried to escalate with Costco and their responses were not helpful, and suggested that they weren't even reading my complaint. In my last correspondence I said I would be filing with the online ****** ******** ******. This was over a month ago, and Costco did not respond. The bottom line is that I purchased this oven at Costco, I used my Costco **********, I was told by Costco there was three years of coverage. Since Costco won't honour the warranty, I would like Costco to refund the cost of the stove. I've attempted to get information from Costco several times

  Business response

  29/01/2024

  We've called the member but still weren't able to contact them directly. We left a voicemail and sent a follow up email advising them to reach out to **** directly using the toll free number provided in the email thread.  **** has taken over all ******* *** accounts. For purchase information we've provided the purchase assurance number to file a claim. ************** 
  

  Customer response

  29/01/2024

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID 21116320, and find that this resolution is satisfactory to me.

  Thank you for your help with this,
  
  Sincerely,
  **** ******
  

• Initial Complaint

  31/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ms./Mr., I am reaching out to you today regarding the ongoing issue with the ** refrigerator ******* **** * ************* *** * ************** I purchased for my senior parents. The attached screenshots highlight a discrepancy between the images displayed on the Costco listing * *************************************************************************************************************************************************** * and the actual product received. Specifically, the pictures on the Costco website showcase wheels underneath the refrigerator. The inclusion of wheels was a crucial factor in selecting this specific model, as my aging parents require the ability to move the refrigerator frequently due to the configuration of their kitchen and their reduced physical strength. Following our complaint to Costco, we received wheels that do not fit the refrigerator. Subsequently, a technician made two visits to inspect the appliance and confirmed that the model (#LTCS20020S) received from Costco does not accommodate the attachment of wheels as depicted in the website images. Initially seeking a replacement for the ** refrigerator, we understand this might not be feasible. Therefore, we propose a resolution in the form of a $200 discount to address this ongoing issue satisfactorily. Cordially, ***** ********

  Business response

  10/01/2024

  We are unable to connect with the member over the phone. Sent an email offering $200 compensation and asked member to confirm.

  Customer response

  10/01/2024

  ****** ** confirmed via email on January 9th that the refund has been processed to the credit card on file. We appreciate your attention to this matter. Thank you.

• Initial Complaint

  28/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a refrigerator from Costco in May 2023, delivered in June. It broke a week before Christmas (15 Dec.). In an email from Costco, it said, that we have to go through Concierge service for any warranty issues. Nobody picked up the phone. Costco doesn’t have a phone number for warranty issues. ********* warranty didn’t work on the weekend either. I’ve tried everything. In the end, I had to make my own service appointment with ServicePro online. The earliest date was December 20. Before Christmas! By now, all the food was spoiled from the freezer and fridge. On Tuesday I got a call from ServicePro, that the appointment was a mistake. They have nobody available on Wednesday. The earliest would be December 22 now. I wanted a new fridge! They told us, the warranty is only for repair, not for replacement. How much longer during the holidays? ** ********* came on Friday and told us, what we already knew: the compressor overheated and broke. Of course, they don’t have a new compressor and have to order one from *********. That could take until sometime in January. I called ********* and asked for a new fridge. I was told again, that the warranty is just for repair, but they could send me $150 to buy a bar fridge. The cheque would come in the mail in about 3-4 weeks! Really helpful! We are really frustrated! First, that a 6 month old fridge already broke, second, that we received no help whatsoever from Costco and their Concierge service, and third, that we have to wait probably a month to get an almost new fridge repaired! This is not customer service, to leave a family without a fridge for such a long time!

  Business response

  08/01/2024

  As of 01/08/2024 Pick up and refund has been submitted issue resolved.

  Customer response

  08/01/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21068525, and find that this resolution is satisfactory to me.
  I’m waiting for the pickup and the refund. 
  
  Sincerely,
  *** ******
  

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