ComplaintsforCostco

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Costco sold me a refrigerator that has stopped working 5 times which ruined all of the food. A Costco rep said that after 3 repairs that the Whirlpool refrigerator would be considered a lemon and be replaced I have documentation showing repairs on 7/17/23, 8/6/24, 10/8/23, 10/16/23, 12/11/23, 5/18/24. I want Costco to take the refrigerator back and refund the purchase price. I have many emails from Costco ********* services with no resolution. The warranty will run out on July 22, 2024 and this refrigerator once repaired only works for a short period.

  Business response

  06/18/2024

  The Costco Technical and **************************** Team has reviewed the member's complaint regarding their Whirlpool Refrigerator concerns. At this time Costco is working with the manufacturer and our the member to confirm all existing case notes regarding this unit. We apologize for any inconvenience the member may have experienced.
  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Costco regarding an issue that occurred during a recent delivery of a mattress to my home on May 25, 2024, at 11:00 AM EST. On the mentioned date, I received a mattress delivery from Costco. Unfortunately, during the process of moving the mattress into my home, the delivery personnel accidentally caused significant damage to the wall of my brand new house. The incident resulted in noticeable paint damage and scratches on the wall, which will require professional repair to restore it to its original condition. I have documented the damage with pictures and videos, which I have sent to Costco. Despite my efforts, which included more than three phone calls explaining the situation, I have not received any resolution or assistance from Costco as of now. I am seeking assistance from the BBB in resolving this matter. Specifically, I would like Costco to take responsibility for the damages caused and cover the costs for professional repair of the wall.claim: 240525-020202 Member Name: **** **** Law Member Address: *************************, *******, ** Member Zip: ***** Member Email: ***************** Daytime Phone: ************** Member Number: ************ Order Info:Date of Delivery: 2024-05-25 Order Number (OMS): ********** PO Number (High Jump):20620118 Item Number: ******* Item Description: ****** FIRM **** ***** MATTRESS P=4 MDO Name: ********************: RXO Last Mile - OON

  Business response

  06/26/2024

  Costco has resolved the outstanding damage claim. Costco will process financial compensation and the member will take responsibility to correct the damages independently. 
  We believe this compensation is fair and it reflects our commitment to resolving this matter satisfactory. The member is aware of the compensation method and timeframe.
  
  
  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to urgently request assistance regarding claim #******-036064, involving significant property and automobile damage caused by Costcos delivery team. I recently purchased a newly built home and a brand-new 2024 model vehicle, as well as several appliances from Costco, all of which sustained damage during the delivery process. After countless delays and no-shows from the install team and over 30 hours of waiting at home. The inexperienced delivery team, consisting of a new lead and a second-day helper, arrived late and caused extensive damage to my property. They scratched floors, and the front door, and mishandled the appliances, resulting in a malfunctioning, improperly installed range, and a leaking refrigerator. Moreover, the lead driver, after departing, returned approximately 1hr later to confess that he had collided with our nearly new vehicle while maneuvering, extensively damaging it. This incident was acknowledged in the presence of witnesses and a Costco representative. Despite these acknowledgments, my numerous attempts to address and resolve these issues which have all been documented have been met with evasion and a lack of accountability from Costco. On 6/11/24, when I managed to speak with a representativewho had only just received the claim minutes priorI was confronted with questions that seemed designed to shift blame onto me, raising concerns about the necessity of legal representation. Given the egregious nature of these damages and the critical role of the damaged vehicle for our family of seven, I find the lack of urgency and accountability from Costco to be unacceptable. The subcontracting of this work does not absolve Costco of responsibility for the considerable distress and inconvenience caused to my family. I am requesting that this case be prioritized for review and resolution. I urge a callback to discuss how these significant issues can be addressed promptly. Thank you for your immediate attention to these grave concerns

  Business response

  06/14/2024

  The carrier confirmed that they reached out to the member to follow up on this BBB escalation. The member confirmed he escalated because he felt the claim would be denied after speaking with the adjuster from the insurance company. However, the claim is still under review. We will provide further updates as they are available from the insurance company regarding the claim.

  Customer response

  06/14/2024

   
  Complaint: 21839380
  
  I am rejecting this response because it is not factual and does not align with the reason I reported the issue to the BBB. The claim was initiated on 5/30/24 following a confession by the driver, who admitted to damaging the vehicle in front of several witnesses after initially fleeing the scene. As of today, the issue remains unresolved. The only reason they reached out was in response to my complaint filed with the BBB. I lodged the complaint because Costco made a significant error and has since failed to take appropriate action to rectify it, instead choosing to pass the responsibility and absolve themselves of any wrongdoing. I am now left with a damaged home that is a new-build closed on 5/23/24 and a brand new 2024 vehicle that is undrivable with it being the main transportation for a family of seven, with the insurance company attempting to shift liability onto me. No attempt has been made by Costco to expedite this situation even after countless hours and calls to Costco. Costco has not made any efforts to expedite the resolution of this situation, despite my countless hours and calls to the company. ****** sending an email to the company to which you have delegated responsibility does not constitute a genuine effort to expedite or address the severe nature of the issue.
  
  
  
  
  
  
  Sincerely,
  
  ***********************

  Business response

  06/27/2024

  Since this is now an insurance claim, Costco has to allow the insurance company time to resolve this claim at their discretion. The Costco claims department and escalations team are both working together to ensure that the insurance company is moving forward with this claim in a timely manner. We understand how frustrating and inconvenient this situation is for our member and we are doing everything we can to speed the process along. However, a claim of this size will take time to resolve. As of yesterday 6/26, Costco confirmed with the insurance adjuster that they are waiting for the estimates from the member in order to proceed with settling this claim since they have already accepted liability. Once the estimates are received, we can move forward with closing out this claim.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a gas range online from Costco. I was supposed to get delivery, installation and haul away. My delivery was scheduled for May 7, 2024 between 9:30 am-11:30 am. The day before delivery I receive a text message stating an authorized Costco installer will come between 3-7 pm for installation. I was at work and made arrangements for someone to be there between both time frames given. Well on May 7, 2024 on the the first appointment they delivered the new range and was told the people coming for the installation will also be doing the haul away. So later In the day the installers show up. They installed the new appliance and say it is not their responsibility to haul away the old range and leave. As soon as I received a call letting me know what had transpired I quickly start making calls. I call the installers and I was told told they do not do the haul away that the person in charge of the delivery do the haul away. I then call the delivery people and spoke with someone who told me the installers should have taken the old range and they put me on hold to get some answers. After waiting over ************************************************************************************** the area that I live. Which is nonsense to me because they had no restriction issues bringing the new appliance and delivering. They then tell me they will set up an appointment to pick up the old appliance and that the best they can do is for Friday May 10, 2024. This is totally unacceptable as I now have a gas range in the middle of my kitchen. I have small children in my household and having this gas range in the middle of a room is a recipe for disaster. On top of that I receive an email later in the day stating that I wanted to return my new appliance because I was not happy with it and they include a day which they are coming to pick up the appliance to have it returned. This whole delivery and haul away process has been a total nightmare.

  Business response

  05/08/2024

  Costco has contacted the member and the haul away service is currently set for this Friday. 

  Customer response

  05/17/2024

  Everything has been fixed by Costco.

   

  thank you 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My family has been a member for over a decade, but recently theyre making picking up food orders a huge hassle. The return area is right next to the food court and you can enter and leave easily. Now they wont let you do that, so you have walk around the whole store just to pick up a food order, whats makes it worse is the people at the front make entering an issue with or without a membership. Its as if they dont know that even non members can use the pharmacy or food court and cause problems. Even when purchasing alcohol which they cant stop either in my state they make an issue. Now I was told by 5 employee very loudly and I considered rude to go all way around to front even tho I was basically at the food court window and could pay for my phone order, what was the point of that power trip? I had to go all the way around to the front entrance, I told them I was picking up my pizza and they acted like they didnt hear it and I needed to say it 2 more times for some reason, why the extra hassle? I had to go through lines of people to get to the food court which inconveniences me and all the customers I had to go through and around to get to the food court, why is that needed for any of the customers? Otherwise the only other option is for me to wait in line behind everyone making a purchase just to get to my pizza in time and hope it isnt cold, why? Just now I was leaving the store as I was typing this and for some reason the employees at the door, who were some of the rude ones decide to make funny comments as I leave the store.really. I dont understand how out of the interaction I had, how anyone would think it was just a happy funny moment we all had and to make jokes oh where you going so fast with that pizza lol then snickering under your breath so I could barley hear the laughing, reallyit happened at the ********************** at approximately 6:45 on 5/6/2024. I can understand my small fault entering from returns to make it easy but come on.

  Business response

  05/08/2024

  Costco states, the optometrist office, pharmacy and the liquor departments are the three areas that you do not have to have a membership to enter the building. The use of the Food Court is a benefit of being a paid member.  Members and employees are to enter through the main entrance door during open business hours to account for the number of people in the warehouse and to ensure safety for the individuals exiting. 
  *************************, AGM

  Customer response

  05/15/2024

  They didnt answer anything. Why does the bbb close issues without letting any responses happen? They didnt answer why they employees yelled at me and treated me like c*** in a public place. Why they decided to make jokes and laugh. Seriously how does that answer anything????

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting 3/4 I made a request of Costco for medication, when they screwed it up and only filled half 3/9 I called Tukwila the following week. A pharmacy tech took the exact meds I needed. When they bungled it 3/14, I called and told the tech that I need these meds as I've been without them for a week now. She was very rude and did not take any accountability. Called back the next day to make sure they were in, they weren't , and she laughed at me when I asked my text be taken out of the system then hung up on me. Went in four days later and they hadn't been filled, this was after I assured a store manager they were filled when I made a complaint on the tech on 3/15. The manager took my name called me back 15 minutes later and the pharmacy manager called Monday and filled them before the store opened and still missed a few after being off blood pressure medication for 21 days. I made two complaints to Costco corporate and two to the store it happened at and was told they handle things a different way and nothing was done about it. This is criminally negligent behavior and I want it investigated.

  Business response

  05/06/2024

  Costco apologizes for the negative experience during your visit.  All of the requested medications have been completed and picked up.  We have reviewed our processes and retrained to ensure future experiences at our Pharmacy meets both patient and Costco expectations.
  
  
  

  Customer response

  05/06/2024

  This was done with malicious intent through several phone calls with the tech being rude, unresponsive, ****, and hanging up. I want to know this tech was dealt with and fired or I will take this further. This is *****'s last chance to provide proof of termination. This will not go away.

  Customer response

  05/13/2024

  So I made a response last week on 5/6 and you're closing it on 5/13 erroneously saying I didn't respond. Why don't you check your records and actually do your job! This is ****** up that you would just treat a consumer like this

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Costco authorized the return of order #**********, instructing me to drop it off at a *** Store. Costco's return authorization email stated, "Refunds are typically processed within 1-2 days after pick up to the method of payment on the original order."As directed, I dropped off the package at a *** Store using a return label provided by Costco. When the package did not progress through the *** system and I reported this, Costco changed their stance. Despite *** confirming that the item was lost in transit with the statement "We regret that your shipment with *** was lost or damaged," Costco's customer service deferred to their ************************** Once the case was transferred, I was informed that customer service could no longer intervene. Several representatives and management have expressed concern over the handling of my case, encouraging me to persist in seeking a resolution, acknowledging the unfairness of the situation.Costcos ************************* shifted the originally agreed-upon refund terms, stating, "The item was never returned to Costco, so Costco cannot refund," "Costco has not received the item back, so Costco cannot refund," and "No refund will be provided as the item was never received back to our depot. We are unable to assist further."Subsequent communications with Costco have confirmed that refunds are processed within 1-2 days after *** takes possession, contradicting Costcos ************************* statements regarding the item. Despite following Costcos instructions to drop off the item at a *** Store, I later learned from both Costco and *** that Costco does not insure return shipments dropped off at *** Store locations.This situation has left me without the item or the promised refund. I am seeking the BBBs assistance to mediate this dispute and encourage Costco to honor their initial commitment to refund the full purchase price as stated. I believe the BBB can facilitate effective dialogue and resolution.

  Business response

  04/23/2024

  "Costco did not receive the item back,  when researched further with the help of **** we were able to determine that the item was never successfully returned to Costco." 
  
  

  Customer response

  04/24/2024

  Complaint: 21586914
  
  I am rejecting this response because:
  
  Thank you for Costcos response; however, it is not acceptable. My reasonable request for a full refund for the item was not addressed in Costco's response.
  
  When I noticed that the item was stalled in the *** system after following Costcos return instructions by dropping the item off at a *** Store, I promptly contacted *** to initiate an investigation. During and after their investigation, *** confirmed that despite their communications with Costco, no inquiries were made by Costco to *** regarding this item. Costco's 4/23/2024 BBB response inaccurately implied they conducted research with ***, a point *** had repeatedly refuted throughout their investigation.
  
  *** issued a written statement confirming the results of their investigation: We regret that your shipment with *** was lost or damaged. (I previously provided Costco with the *** investigation results, which they still have failed to acknowledge.)
  
  Costcos return policy, Return or Replace your Costco.com Online Order, available at ************************************************************************************, states: You can return or replace your online purchase through Costco.com for the following reasons: The shipment is lost.
  
  Both the results of the *** investigation and the Costco return policy are aligned: The shipment was lost, a scenario covered by Costco's written return policy.
  
  Costcos response dated 4/23/2024 to this BBB complaint contradicts both their written return policy and the return authorization previously outlined in my 4/17/2024 BBB complaint. Costco contracted with *** to handle the return. Costcos return authorization email assured that a refund would be processed within 1-2 days once *** took possession of the item. The responsibility for this loss should not fall on me, as I adhered to Costcos guidelines for the return.
  
  As this situation stands currently, I am at a loss of both the item and the money after following Costcos instructions. Therefore, I respectfully request that Costco honor its commitment at the time of the return authorization and as stated on the website by processing the refund for the full purchase price as initially promised.
  
  Although I appreciate Costcos attention to this matter, the prolonged communication over several months prior to escalating to the BBB should not be necessary. Costcos initial response to this BBB complaint is concerning, as a full and immediate refund is clearly the acceptable resolution a stance supported by multiple interactions with Costcos customer service team and staff. I look forward to Costcos prompt response in agreement with my reasonable request.
  

  Business response

  05/03/2024

  This has been thoroughly investigated by LP;  it is quite clear this involved tracking manipulation (confirmed by ***** Therefore, our denial stands.

  Customer response

  05/06/2024

  Complaint: 21586914
  
  I am rejecting this response because:
  
  Thank you for Costcos response; however, it is not acceptable. My reasonable request for a full refund for the item was not resolved in Costco's response. Furthermore, Costco did not address that their return policy covers lost shipments and that *** stated in writing that they lost the shipment.
  
  Below is the official *** tracking information and investigation results for this lost item that used the shipping label Costco paid for:
  
  1: Drop-Off
  2: We have your package
  3: Departed from Facility
  4: Arrived at Facility
  5: On the Way - Processing at *** Facility
  6: We've begun an investigation to locate the package.
  7: We regret that your shipment with *** was lost or damaged.
  
  I do not have possession of the item. Both Costco and *** are aware Costco paid for the *** shipping label and that Costco has an account with ***. Given the official *** tracking information and investigation results, it is clear that ***, Costcos contracted shipper, was the last to possess the item.
  
  Costco's reason for denying the refund has now changed. Initially, Costco claimed they refused the refund because the item was never received at their depot; however, their return authorization and stated procedures confirm that refunds are processed within 1-2 days after *** takes possession, which Costco has not addressed with respect to this refund. Now, Costco is making an unsupported allegation of tracking manipulation for the first time.
  
  Following Costcos latest response via this BBB complaint, I spoke with several individuals and supervisors at both the *** Investigations Department and the *** Claims Department. They have reaffirmed that Costco has not been in contact with *** regarding this issue. Furthermore, all of them stated that there is no indication, notation, or record of tracking manipulation for this item.
  
  *** reiterated to me that Costco knows that they have an agreement in place with *** and that the agreement stipulates that Costco is responsible for issues relating to lost or damaged items that are shipped under that agreement. It is solely up to Costco to handle refunds to their customers for these issues.
  
  I assume Costcos reference of LP in their last response stands for Loss Prevention. This use of ambiguous shorthand is not appreciated. The goal of loss prevention is to prevent losses to a business. In this case, Costcos Loss Prevention team is preventing a loss to Costco by having their own customer pay for an item that *** has already admitted in writing to losing and Costco did not insure. Costco's usage of unclear language is indicative of their poor communication and handling of this return.
  
  While Costco's most recent response was timely, the dismissive language and inaccurate information are unnecessary and do not facilitate a productive dialogue. For the past several months, I have reached out to communicate in good faith to receive a refund for a lost item. I am hopeful that with the BBBs continued support, Costco can provide truthful responses and expedite the appropriate resolution of this matter.
  
  Costcos responses to this BBB complaint remain concerning, as a full and immediate refund is clearly the acceptable resolutiona stance supported by multiple interactions with both Costco and ***. Given the clear evidence and documentation of the lost item, as well as the direct stipulation of Costco's own return policy, I respectfully insist on a prompt resolution in the form of a full refund.
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Countertop Refund. I ordered Dekton Rem countertops for a kitchen facelift on 1/26/24 through Costco and their local vendor *********** in *******, **. The countertops were paid for on my Costco credit card in full and the card paid off immediately. In the facelift process (before countertops were cut or installed), a different vendor damaged my existing slate floors so we had to replace the floor, because we could no longer match it. I asked D&H if Costco would let me change my countertop selection since the original countertops were picked to match my existing floors and had not yet been cut or installed. I was told yes. They said they were popular countertops and they could easily resell them so they would cancel that order and start a new order with Costco. I offered to just pay the difference (additional $4k, but I was told I could only cancel, get refund, then re-order). I was also led to believe that I would receive my refund from Costco in days as that refund is to be used to re-order the new tops through Costco. It has now been over 3 weeks with no refund and I can't get through to anyone at Costco to help me. I've called all numbers and was told I would receive a return call within 48 hours 3 times, but no return call from any of my calls. I've called ************** twice and was told I would get a return call. My husband called another number and was told he would get a call within 48 hours. My Last call was to ************ and my ref # ******-007770. All I want to do is get my $10K back so I can reorder the new tops at $14k through Costco, but I can't get anyone to help me or even respond. My kitchen project has now been delayed almost a month with no clue if or when I will get my money back so I can pay for the new countertops. I need someone from Costco to call me and get my refund initiated. I've been calling Costco and their Vendor *********** daily and I'm told I have to work with Costco.

  Customer response

  03/18/2024

  Hi, 

  This is to update you that Costco/D&H Designs issued my refund for the original countertop order on Thursday and we processed the new order on Friday.  The vendor was great and even gave me the new countertops at the same rate as the original countertops.  They also set the install for my new tops for today (Monday 3/18) between 2-4pm.  At this point, the situation with the refund has been resolved. 

  I also just received a phone call from a gentleman at Costco (failed to get the name, but from ************) to confirm that my credit issue was resolved and I told him yes.  He was also going to follow up with their vendor, D&H, to make sure all was good on their end with them as well.

  Please let me know if you need any other information and thank you for helping me get this resolved.

  Thanks,

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

  Business response

  03/18/2024

  Costco reached out to the member regarding her concerns; the project will restart as requested  by the member.   We will send a follow up email to the member to ensure everything went well.  Thank you.
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been a Costco member for nearly 5 years, oh no! usually Costco is good about returns, no questions asked, but on a Monday was a pretty rough experience, the return lady was very unkind didn't smile didn't ask how my day was going, very sharply asked almost yelling at us what's going with these items? I could tell by the non-verbal communication we were in the way, and she wanted to get rid of us, I felt like I was being integrated by an FBI agent, like I was doing something wrong, I was returning an item, I wasn't trying to take advantage, of the return policy, my sweet wife were so happy just shopping at Costco and being treated very poorly, we pay so much for the membership, our membership helps pay for the Costco Salaries, very sad and being treated so poorly, now I dread returning anything at Costco, now I always have that hesitation in my mind, will I be treated poorly and like I did something wrong?

  Business response

  01/17/2024

  The *** from W101 took the complaint and initiated communications with the member.  Once establishing communication he gathered information, addressed the members concerns and met with the employee to inform and help them become aware of  their future interactions with members.  We then followed up with the member letting him know his concerns were addressed with the employee.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order through Costco (order # **********) for Iris 45 QT Clear Storafe Box w/Buckles, 6 pk. I ordered 2 sets. They arrived in an extremely damaged box with holes in it. There were multiple buckles missing, making the totes unusable. I'm handicapped and use a ******, and I'm physically unable to bring the totes in to the store without assistance. The original shipping box is way to damaged to reuse & get the product back, which Costco stated was MY responsibility to make sure they arrived safely. Lol, they are already damaged. They expect me to go puchase a large enough box (in a winter weather advisory) to get the totes shipped back. I spoke with a **************** (Operations Manager) who stated since I'm capable of moving, I'm capable of getting out of the house to obtain a box. And that it wasn't a large expectation to ask. This was beyond rude & unacceptable behavior speaking to anyone!! He has NO idea my physical limitations & shouldn't be speaking of what I can & cannot do. This was UNACCEPTABLE!! My case # from my discussion with **************** #******-009140. He was beyond rude & unreasonable. He was discriminatory in his *********** choices. I'm 100% appauled after my conversation. I'm reconsidering my Costco membership after being a LOYAL customer for YEARS! Completely unacceptable.

  Business response

  11/29/2023

  An exchange order was created showing an estimated delivery date of 12/01/23.   Costco let member know that with the exchange coming, she can use the boxes from that delivery to ship back the damaged items. We have set her up for a *** pickup; she needs to put them in the box and have the boxes outside. We let her know that if she doesn't get them outside before *** makes 3 attempts, to contact Costco and  another pick up will be scheduled.

  We also issued compensation to the member for the damaged delivery, exchange order, repeated calls and experience.  Contact information was given and we will stay in contact with her until the return is complete.

  Customer response

  11/30/2023

   
  Complaint: 20926961
  
  I am rejecting this response because:

  I will accept Costco's response once in fact pick up is arranged successfully.  It is still problematic for me that a *** pick up ticket is in place yet I don't have the boxes to return the product in yet. It would be nice if they would've been able to arrange for *** pick up after exchange delivery, so I'm not consistently having to answer the door for *** when I have nothing for them to pick up. Yes, they provided me with direct contact to arrange any further needs, but this will require yet more time to arrange a successful product pick up. For these reasons, I don't feel comfortable with their reply YET. Once again, I will once the totes are picked up. 
  
  Sincerely,
  
  ***********************

  Business response

  12/01/2023

  Costco's returns management team has waived the return requirement on this exchange, the member is aware.  We also advised the member that she can reach out to the agent she's been conversing with if their are any issues.  We will be a following up with the member on Sunday 12/3/23, 

  Business response

  12/06/2023

  The member has confirmed that the exchange order arrived in good condition.  Costco considers this case resolved.

  Customer response

  12/08/2023

   
  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,
  
  ***********************

*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. ↩