ComplaintsforCostco Wholesale Canada Ltd. HQ

• Initial Complaint

  13/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an executive membership from Costco, purchased one item ONLINE which generated a membership benefit credit of $58. 1 month prior to my membership expiring I received a voucher in the mail stating I have to go into a store to redeem the voucher. Also could not transfer the voucher to another costco member so it at least does not go wasted. I am an online shopper, I do not go to Costco stores ever. The voucher is useless. I spent $4000 with them. Upon inquiry they stated that they cannot help me with an online voucher. After numerous arguments and complaints I finally received an email saying I have to write a letter by snail mail to the headoffice who will apparently issue me with an online voucher, however, my membership has since expired and I have no desire to get another membership for $60 with a company who is clearly predatory so I could get my $58 voucher. Means the voucher is useless even if online now, and also I have to ask for it by snail mail?... I shopped online and communicated with Costco by email and online. Now snail mail? It is absurd that I have to be chasing something that is useless at this time using methods other than I have been to communicate with the company and that would cost me more to get than it is worth. When I challenged this again the response was sorry cannot assist. I feel like I have been robbed by Costco and as a large company they clearly do not care or need to care. I would like a refund in cash for my $58 that they owe, or refund me the difference between the executive and regular membership, which is all I would have bought had I know this was the treatment I can expect. I cannot believe that a company like this treats customers this way. Multiple communication emails available if you need.

  Business response

  09/01/2024

  This issue has been  resolved on 12/18/2023.

  Customer response

  10/01/2024

  ****** ******** *******
  

  Please note that my dispute was resolved with Costo directly
  
  I have reviewed the response made by the business in reference to complaint ID 21004053, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ****** **********
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My oil was changed at Costco on Sept 10/23. The evening of Sept 28/23 a message came on my dashboard reading "engine power reduced" vehicle was parked at my boyfriend, ****** ********'s home, car was not driven, I was without a vehicle. He checked oil, oil was so low it was not showing on dipstick. He returned to Costco on Sept 30, ******* ******* ***** advised ****** that perhaps the technician did not reset the gun when oil change was completed on my vehicle. It should be noted that the person that completed the oil change was new to this department. ***** gave ****** a 5 litre jug of oil, he returned home on Sept 30, put 3/4 of the jug of oil into my vehicle & returned vehicle to Costco where oil change was re-done & money refunded on a Costco gift card. Car was re-set & appeared that vehicle was fine. On the evening of Oct 11/23 my daughter was driving home from St. Clair College & same message appeared on my dashboard "engine power reduced" Vehicle was parked at **** ***** ********* in Essex & tested on Oct 17. It was indicated on service report that engine would have to be torn for repairs or engine replaced. As per ******* ******* at **** ***** *********, there is no signal on my vehicle that would alert me to no or low oil in my car. It was also indicated by the ******* ******* that it is highly likely that damage caused to my engine was due to driving my car on low oil for a period of time. I have never had an issue with my 3 year old vehicle until it was serviced at Costco. I receive reports from *** every month which alerts me to any issues my car may require, every month it indicates in these reports no issues. I have had no issues until my oil change at Costco. I have always had my oil changed at ** dealerships since my vehicle purchase in Aug 2020, first time at Costco in Sept/23. Complaint email sent to Costco corporate office on Nov 18/23. Phone call received from *** ******* ******* at Costco on Dec 2, I was advised insurance rep would contact me.

  Business response

  27/12/2023

  We have maintained a denial position to the member's claim for damages as the member has not substantiated any evidence to support that Costco Canada was deemed negligent. We hired the largest auto appraisal company to assess the damages as a courtesy to the member and paid for the inspection and they confirmed an oil change could not cause this damage and were caused by mechanical failure. 

   

  Thank you 

  Customer response

  02/01/2024

  
  Complaint: 20968382
  
  I am rejecting this response because: these are the facts:

  I have never had one issue with my vehicle prior to service at Costco. My vehicle is 3 years old, I am the only owner, have maintained it through regular oil changes at ** dealerships since it was purchased and have not experienced one problem since deciding to have the oil changed at Costco when my tires were rotated. The individual that completed the oil change on my vehicle  was a new employee in this department, the ******* ******* indicated that this technician "may have not reset the gun when the oil change was completed." A 5 litre jug of oil was provided to my boyfriend to return to his home to put into my car, the oil I was driving with was so low it wasn't showing on the dipstick, 3/4 of this 5 litre jug was put into my vehicle, that's how low the oil was. My vehicle was returned to Costco to have the oil change re-done, which was completed by a technician with 20 years experience (as per the ******* *******).

  The insurance company, ********* ******* ****** reviewed 2 things in their denial decision:

  1. Video footage of the second oil change, completed by an employee with 20 years experience. The video footage of the original oil change, where the problems originated was not reviewed as apparently this video footage was not available any more. The video footage of the second oil change has absolutely no bearing on my case. The individual I spoke to at ********* ******* ****** stated that "We can assume the first oilchange was completed correctly as Costco trains their staff." 

  2. Pictures of my vehicle were reviewed in the denial decision. As per the Service Department at **** ***** *********, the damage my vehicle suffered was highly likely due to driving on low oil for a period of time. My engine would have to be torn down to determine exact cause of damage, which would cost approximately $1000.00. I asked the insurance representative if the engine was torn down and this was pin pointed beyond a doubt that the damage was caused due to driving on low oil would it be covered by Costco. The insurance representative could not answer my question. There is no camera inside my vehicle to determine the amount of oil that went into my car.  My car has gone into engine failure since my oil change and Costco's insurance company is basing their denial on pictures and video footage of the incorrect oil change. 

  Please post my complaint and responses online to alert others to the problems I have experienced with Costco Service Department. My 3 year old vehicle that has never had problems, no recalls or mechanical issues is now in engine failure and Costco is making me responsible to pay this very high price.

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

  Business response

  08/01/2024

  We have maintained a denial position to the member's claim for damages as the member has not substantiated any evidence to support that Costco Canada was deemed negligent. We hired the largest auto appraisal company to assess the damages as a courtesy to the member and paid for the inspection and they confirmed an oil change could not cause this damage and were caused by mechanical failure.

  Customer response

  09/01/2024

  
  Complaint: 20968382
  
  I am rejecting this response because: this is a copied and pasted response, same response previously submitted by Costco.

  I am not accepting this response as the denial decision was based on irrelevant information:

  1. Video footage of second oil change was reviewed which has no relevance to my case, second oil change was completed by staff member with 20 years experience. The problem lies with the first oil change where the problems originated.

  2. An adjuster attended the dealership where my car is parked, lifted the hood, took pictures and made a decision that the damage was caused due to mechanical failure. In speaking with a ******* ******* at **** ***** ********* a licensed mechanic would have to tear down my engine to pinpoint reason for mechanical error. He indicated that it is impossible to state that the problems resulted from mechanical failure based on pictures alone. I was under the impression that when the adjuster went out to view my car there would be some sort of investigation not just re-iterating what was indicated on the initial assessment at the dealership.  Pictures of my car were taken on Oct 23. 2023, it took until Nov 17. 2023 to deny the claim. When the adjuster attended the dealership he asked the ******* ******* if this damage could be done from driving on low oil, the ******* ******* stated "Absolutely. "EXTREME DAMAGE can occur when driving on insufficient oil.

  I have done my own research online with regards to driving with low oil. This is taken directly off the internet:

  "Heat can be a killer for engines, especially for those with low oil levels. When your engine runs low on oil, it loses the ability to transfer excess engine heat via the engine oil. Without an ample amount of oil to carry away excess engine heat, the engine itself becomes more vulnerable to heat-related damage. Overheating can cause multiple engine components to warp out of spec,  which would cause various performance and efficiency issues. For example,  excess heat can cause an engine's cylinder head to warp out of shape, meaning it no longer fits flush against an engine block. Without a flat, flush mating surface, thr engine's cylinder head can leak oil and coolant into places neither belong. Not only does cross-contamination become a problem, but the engine may also lose cylinder compression and suffer further overheating via coolant loss. In short, low oil levels can potentially lead to overheating, which in turn causes further damage to internal engine components. "

  According to the response from Costco "they confirmed an oil change could not cause this damage and were caused by mechanical failure." My claim is not that a perfect oil change caused this damage, my claim is that the damage was caused due to insufficient oil in my engine when it was changed.  When a car runs on low oil damage starts to occur. There is an abundance of information online with regards to this. As per the ******* ******* at Costco, he indicated that perhaps the technician did not reset the gun for my vehicle when the oil was changed, therefore resulting in insufficient oil, 3/4 of a 5 litre jug (which was provided by Costco) was put into my vehicle before returning to Costco for second oil change to be completed.

  I have asked **** ***** of ********* ******* ****** (Costco Canada Liability) for a copy of the report from the adjuster that made the decision regarding my engine, to which I was told I would have to get a copy from Costco or the ****** ******** ******.

  I would hope that when Costco responds to this information they have an actual response with copy and pasting the same irrelevant information

   

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

• Initial Complaint

  29/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the iPhone 14 at Costco on November 19th. I took the Black Friday offer that a lease plan with monthly payments of $20 on two years with contract. However, a week later(Nov 26th), they were running a promotion for $15 which was $5 cheaper so I asked for a price match. Even though they could have given me a better deal which is $45-75GB, they mistakenly didn't give it to me so I got $50-75GB. They accepted my request and promised to match the price for lease plan and provide a better plan. They wanted me to wait by tomorrow but they did not contact me. Therefore, I contacted them again the next day(Nov 27th). They said we were too busy to work on Black Friday. I was worried that the promotion would end. I wanted the problem to be resolved quickly. So they told me we will definitely resolve it and not to worry about it. However, some guy contacted me at 10pm and asked me once again what was going on. I ended up explaining it to him again and getting a promise to resolve the issue by tomorrow and get back to me. However, they said that the promotion ended the next day(Nov 28th) and that they could no longer accommodate my request. I trusted them and waited, but did not receive satisfactory results.

  Business response

  02/12/2023

  The complaint has been sent to out Langley Location for resolution 

• Initial Complaint

  19/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an iPhone 15 pro max, white, 512GB value $2305.19 after tax. But I never receive the item. it showed arrived in Mississauga in 18th Oct, and estimate delivery date 21st Oct, but it never out for delivery. I asked both *** and Costco, they both open a investigation, but their investigation team never contact me and never give me any update. I contacted Costco many times, customer service agent said they know nothing about the investigation, I have no choice but wait for investigation team to contact me. They sent me 2 emails, first ask for police report, i gave them, the second one was denying the refund. They denied my replacement request and refund without any explanation. I sent many emails to them but NO response. And during the investigation, *** need the sender provide the merchandise description, there's no one in Costco who response to ***, which lead the investigation in *** closed twice because they did not receive any response from Costco. I'm extremely upset with how Costco treat me, I'm a membership and I paid for the item, I never receive it. Costco not only refused replacement but denied refund. I spent more than $2000 for nothing! That's not acceptable. And during the investigation, there investigation team really don't want to help. They did not contact me and not reply to my email. Can someone help me with that? I don't want the refund, I want my phone. I require a replacement for my order! Thanks

  Business response

  02/12/2023

  The complaint has been sent to our Ecom team for resolution. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transaction happened on Aug 11, 2023 (Friday) at 10:10AM. My wife and I doing separate purchases at Costco, Niagara Falls and she went first in the cashier. ***** the cashier said she cannot do separate transactions because only for the members as those items are for her mom but my wife is willing to pay using her own credit card and already took her card out but cashier ***** did not even ask if I have my own membership card and started ringing the separate items together despite the bar separating the 2 transactions. We want it separated because the 1st transaction is for personal use and the other one is for business use. Our Costco membership is executive business and that is the reason why it is business transaction. Asst Manager approached after the transaction and corrected the issue. Refunded the items and ringed again into 2 separate transaction. What I want is a detailed explanation why this was not communicated properly and Cashier did not even listen or ask before ringing the 2 separate transactions together and despite telling her that it should be separate she just said it is NOT allowed with a sarcastic response. What a poor customer service. The other staff who helped were great. Very poor customer service on the part of the cashier.

  Business response

  17/08/2023

  Good afternoon,

   

  The issue has been resolved.

   

  Thank you 

  ***** ***** *******

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of the transaction : 30th of May 2023 Total cost ( excluding tax) - 1,199.99 Nature of the dispute - costco is charging 300 cad for the deliver. This is highest delivery cost I have come across. ****** ***********  This item initially was advertise as online only. Now Costco is selling in store and the cost of the item is 899.99. Based on the comments from the customer service as per call of 9th of August 2023, the difference between the store and online price is the delivery .

  Business response

  10/08/2023

  We have sent this complaint to our ecommerce team requesting they reach out to the member. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an online purchase for the amount of 120.87 on Aug 5th,2023 on Aug 7th, 2023 I was charged an additional amount of 29.37 for the total amount charged of 150.14. I received the order on Aug 8th 2023 totalling 120.87.. there is no more shipments or items to arrive. I called customer service twice and they keep stating its their process but I never authorized 150.14 so I'm not sure how their process is to over charge. They say it's the credit cards issue but clearly credit cards only charge what I authorize. Their case number is *************. There are no packing slips with any orders which I think is unlawful/illegal unless the law changed. They keep telling me they are right but im missing 29.37 from my account. They need to follow the rules and only charge what was approved. If they need to short ship than notify me but you can't charge for an item twice and only ship one. This is abuse of power and denying me the use of my money.shame on them. I would like the 29.37 refunded to my card. Thank you. *** ********

  Business response

  17/08/2023

  Good afternoon,

  When you place an order, ********* contacts the issuing bank to confirm the validity of the payment method. Your bank reserves the funds until the entire transaction processes or the authorization expires. This isn’t an actual charge, is just pre-authorization. The issue has been resolved.

   

  Thank you

  ***** ***** *******

  Customer response

  19/08/2023

  
  Complaint: 20440521
  
  I am rejecting this response because: they are lieing they made an error and if I didn't make the complaint I would have not received my money back. If it was a hold then they would not have taken more money then the purchased items.  This is a bad business practice of theirs which needs to be addressed. Then they try to hide it by saying it was hold. Which is not what happened. Thet should never take more money than the items purchased. 

  What a terrible company 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  01/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked flights through costco and due to pregnancy related health issues, I could no longer make the trip. Costco said if I provide a medical note, I will be refunded for the airline tickets I purchased, everything else on the booking was cancellable. I provided a medical note and still have not been refunded. I have explained my issues to them many times as I will need more surgeries related to the pregnancy and will not be able to travel and they refuse to refund me despite already saying I could be refunded. The refund amount for the flights is $1,369.68.

  Business response

  01/08/2023

  Issue has been sent to our Costco travel team for resolution. 

  Customer response

  03/08/2023

  
  Complaint: 20406940
  
  I am rejecting this response because:
  
  Sincerely,
  ***** ******
  

  Business response

  03/08/2023

  Good afternoon,We have been in contact with the member and notified them that as indicated during the booking process and on their invoice their flight costs were non-refundable. The member has been given the value of their flights as an air credit to be used with Costco Travel and *** ****** for a value of $1369.68 which expires on December 14th 2023.

  Customer response

  03/08/2023

  
  Complaint: 20406940
  
  I am rejecting this response because: I was told many time via email and via telephone that if I explain my situation and provide a doctor's note that I would be refunded. Every time I speak to someone I get conflicting information. I am unable to travel due to pregnancy related issues, which will result in a baby at the end of it who I can also not travel with. I spoke to *** ****** and they said to dispute the charge.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  30/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********** * ************ I was dealing with Costco concierge since July 4th for a claim on my tv, Hisense purchase in Nov 2021. I was told since July 11th the tv was going to get returned from both Q-tel and concierge. After delays and several conversations with representatives at Costco concierge, they all told me the tv was getting returned, apologized for the delay, and that it should only be 2-3 business days until I get the email saying I can return it. As I was assured several times it was getting returned and I was just waiting on that technicality, I got another tv from Costco (as I buy all my TVs there) and got it professionally mounted. Suddenly, concierge is saying they want to do a repair and I’m unable to return my tv. I’ve spoken with many people about this and seem to be going around in circles with different departments passing blame. As I was told all the calls are recorded, I would like to please request all the conversations I had with concierge are listened to and reviewed by whoever is the supervisor of those I spoke with. After listening to these calls, it should become clear why I moved forward with another tv and now due to a mistake at Concierge I’m getting stuck with a $300 bill for mounting the tv only to take it down to put my other tv back up. I’ve been a long time Costco customer and have loyally bought every TV due to your excellent customer service. I have not experienced that high level of customer service as I’ve come to expect from Costco this time. As this was a mistake on concierge’s side, I would please like Costco to honor what their several representatives told me for almost 3 weeks and have this tv returned.

  Business response

  31/07/2023

  Hello, 
  
  We have sent the member escalation to our ecommerce team for further assistance. 

  Customer response

  09/08/2023

   
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20397423, and find that this resolution is satisfactory to me.
  

  The area manager got in contact with me and agreed to review the interactions with me and concierge. 1 day later I got a response stating I would get a full refund. Thank you for the help!
  
  Sincerely,
  ****** *****
  

• Initial Complaint

  28/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 24, 2023, 16:01 I went to get gas at the Costco Gas Station. The pump declined my card, however, when I checked my account it had pulled $114.84 from my account. I approched the management of the location to see what happened they said it was just a hold and that I should have it back in a few hours, up to 48 hours. I have spoken with ***** and **** about this matter and they have not corrected the issue. My card still shows that the money has not been released or returned. Costco claims they have no record of the transaction, However on my card it shows it as a completed transaction.

  Business response

  28/07/2023

  We have forwarded this complaint to the Costco Location to resolve the issue with the member.

*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. ↩