ComplaintsforCostco

• 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,
  
  ***********************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Costco Tire Warranty:I bought Tires in 2018 with a ****** miles or 60months warranty. Unfortunately, the tires did not last more than ****** miles, OR more than 4 years (if we don't count the covid lockdown of 12 months in 2020 - during which there was next to no movement due to government mandates and too much unknown for our newborn).When I asked to avail the Tire Warranty due to the above reasons, I was denied by the store staff. Stating that its been more than 60 months.I wanted to submit an appeal to the Costco Customer Support team to help me replace my tires under warranty for no charge.If the tires cannot even last for the minimum advertised mileage I am not sure what good this warranty is, specially when I have made sure I complete all services on time.Please help resolve this. Will appreciate a prompt response.

  Business response

  11/09/2023

  The Consumer has a scheduled appointment on Saturday 11-11-2023 to resolve the issues.
  
  

  Customer response

  11/16/2023

  Costco outdid themselves again. The store manager emailed me and the tire center manager emailed and called me. They took care of the whole situation, understood the core issue and solved it. ****************** by their customer service. Thank you **** - Appreciate the great work!!! Shout out to *******, and *****!!! Good team you guys have there. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2020-12-31 I purchased a ********************** from Costco in ********, *******. Shortly after purchase I started having issues with the *** I could not get it to turn on without having to unplug it and then plug it back into the wall. Other times the ** would shut off completely while in use. I lived with this issues for some time then attended the store where it was purchased, I asked if I could exchange the *** **************** advised I had to call ******************** ********* Services. I delayed calling the service out of frustration but eventually called Sept. 13, 2022. I asked to exchange the **, the service advised I could not and they would send a technician to repair the *** 3rd party technician eventually showed up and "repaired" the *** Shortly after the "repairs" the ** began to not turn on again/shut off at random times. October 24th, 2022 I again called Costco concierge service and asked to exchange the *** They advised I could not and sent a 3rd party technician out to "repair" my *** The technician eventually showed up and "repaired" the *** Shortly after that "repair" The ** again began to not work. On March 1st 2023, I again contacted Costco concierge and asked for an exchange. They again said no and sent out a 3rd party tech. who again "repaired" my *** Shortly after this repair the ** again would not turn on and turned off at random times. I will admit by this time I was very frustrated with having to call the concierge service again only to wait on hold for an extended period of time to report the same issues to a person over the phone. I did call the Costco concierge service on Nov. 2nd, 2023 only this time the service told me they could not do anything for me because the warranty had expired and it was past 3 months since the last "repair." Now I am stuck with a ** which does not work properly. All I wanted was an exchange for a ** which worked properly. I have been filing reports for a year about my ** to the Costco ********* Service.

  Business response

  11/03/2023

  Costco will refund the member.  We'll have the call center reach to coordinate the refund and return.

  Customer response

  11/05/2023

   
  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,
  
  *******************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ordered 4 new tires in the amount of $978.76 and paid them on 9/08/2023 in the Tire Center at Costco *********, ********. Invoice # ***********. Tires were changed on 9/14/2023 at Tire Center in Costco *********, ********. After I picked up the car I noticed damages to the 4 wheels where the caps are. I brought this to the attention of the management and they made me file complain which did not resolved anything. All 4 wheels were damaged due to the negligence of the technician using the balancing machine. The cost for the repairs of all 4 wheels is $902.82. The estimate is attached and pictures of the damages. I am not happy with the service Costco provides and the way it treats its customers. I have seen other people have had absolutely the same problem with COSTCO that have filed complain with BBB and the issues apparently has not been addressed.

  Business response

  10/31/2023

  Costco has reviewed the claim and stands by our denial.  Our investigation showed the damage to be old in nature and preexisting.  
  This damage is not consistent with the use of a tire balancer.
  
  

  Customer response

  10/31/2023

  
  Complaint: 20801263
  
  I am rejecting this response because: I wonder how Costco determined that the damages are old. They made me sign a paper before they work on my car with description of existing damages on my car. No wheel damages were noticed. I went to tire specialist where I got the estimate for the wheel repairs and the tire professional determined that the damages are caused by the balancing machine. It is so clearly visible and consistent with the rotation of the balancing machine.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I have been a long-time Costco member and have purchased prescription glasses at Costco for over 20 years. My current prescription glasses were purchased at the Optical Department of 249 ******, ******************************************** on 1/13/23. The frame is a Burberry, a premium brand, and is made in *****. To my extreme disappointment, the right temple has exhibited a high level of pitting and corrosion (on the top, bottom, and inside/skin-touching side) with less than 9 months of use. However, the left temple has not exhibited any of these issues. I showed the issues to the Optical Department of 249 ****** on 10/27/23. To my dismay, the Costco employee completely dismissed the issues and said Its your skin in a scoffing, unprofessional manner while failing to explain why the issues were only exhibited on the right temple but not the left. I am a Mechanical Engineer of over 25 years, I can tell you the chrome plating is incomplete (defective) on the right temple, and thats where a starting point was provided for the exacerbation of pitting and corrosion to take place from the oil of the skin. The 1-year warranty should cover this defect but the Costco employee was not open to listen/able to understand the details. In addition, I have been wearing prescription glasses for over 46 years and this is the first pair of glasses that has exhibited pitting/corrosion after less than 9 months of use.

  Business response

  10/30/2023

  Costco is replacing his frame under warranty. We found the same frame at another warehouse and it's being shipped to us. The member has been contacted and knows that we're taking care of him. As soon as the frame is received, we'll contact him again to switch out the lens.

  Customer response

  10/31/2023

   
  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,
  
  ****************

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had tires installed on my car on 10-28-23. Order **********, member number ************. As soon as I got home I doubled checked the tire pressures, they were not correct. One was 28 psi, which is very low, one 40 and the other two were 38 psi, those three were high. The sticker on the inside of the door clearly indicates a cold psi of 35. I checked the pressures once it sat at home for an hour, so they were all cold psi. It is unprofessional to not only have the incorrect pressure, but for nearly all four tires to be different in crazy. It also has a deleterious effect on gas mileage and could potentially be dangerous. I was not able to find an easy way to contact Costco online, they have no email service and their chat dos not seem to work.

  Business response

  10/31/2023

  Thank you for bringing this matter to our attention here at Costco. We are sorry for any inconvenience that you have experienced. It appears an inflation error was made during installation. Please return to the building as soon as possible for an inspection and inflation check by any one of our technicians. You also have access to our state of the art self inflation stations during all open hours. We will do everything we can to resolve the issue as quickly as possible.If you have any further questions or concerns, please do not hesitate to contact us at ************
  
  

  Customer response

  10/31/2023

   
  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,
  
  *********************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a Costco member and brought glasses at the Optical department on 7/13/23 in ************, Ill. I filed a claim with ************** Advantage for a refund for the glasses I brought. I was told by ***** that Costco submitted a claim to be paid, even though I paid in full via **** on/13/23. ***** said that the Arena claim of EQ367K82X was submitted by Costco and a payment was made by Aetna to them on 8-15-23 at 1:07 AM with Payment Id ***************. The claim representative at Atena today couldn't connect to anyone at Costco who could resolve the issue and get the money back to me. Can you please help with this?

  Business response

  10/31/2023

  A voicemail was left for the member, asking him to call us back. At that time we will provide him with the latest update from **** while we wait for a response from the Check Void Department.

  Customer response

  10/31/2023

  I have called back to a party from Costco name *********  He said his team is investigating this.  They said they did send a check around 10/2/23 but I never received it.  They now need to track down the check and issue a new one, to m address on file.  But this appears to be a mistake on *****'s side, and not the Costco side.At least Costco is actively working to resolve this issue now.

  Business response

  11/01/2023

  Costco's Corporate Pharmacy will  reissue a check to the member.
  
  

  Customer response

  11/02/2023

   
  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,
  
  *******************

  For the record, here is a message I sent to ***** this morning in their message center.

  I do hope that we don't have any future incidents like these.  Atena reps claim that Costco initiated the claim in recorded conversations, and it is my responsibility to get the money back from Costco.
  
  This scenario doesn't fit the facts. 
  
  Costco in a couple of BBB complaints called me and gave me phone assurances they didn't initiate the claim. 
  Payment in full was made by me to Costco Optical via Credit card, at the time of glass purchases.  And Lenscrafters, an in-house network provider, did the eye exam.
  Costco Optical in ************, **., has no record of any initiated claims to Antea.
  ***** has not provided me with any bill requested by me, showing a bill Costco presented to them (and not one I sent them, with all my ***** information).
  
  I could have it on at *****'s side...in addition to filing complaints with the ******** ********** of ********* and the ******** State's Attorney General's office...contacted some of the ******* area TV, radio, and newspaper action lines - but I didn't.
  
  Incidents like this would make folks think twice about dealing with ******  And look at Healthcare dot Gov plans, well-rated from Humana and United Health Care.
  
  I hope ***** and Costco can work out a final resolution and get my refund sent to me.

   

   

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a MacBook Air - (13.6-inch) Apple M2 Chip 8-core CPU, 8-core GPU - 256GB SSD, Silver (2022) on 10/9/2023 online. I received an e-mail with a tracking number. About 5 or 6 days later I noticed there has been no notification or update about this order, so I checked the tracking number, which states it had been delivered 2 days after ordering. I never received any email with instructions on retrieving it from the warehouse locker or a PIN number. I did check my spam folder, and there was nothing there. I also received an email asking me to rate what I thought of the product, so I was getting e-mails, but for some reason no email about retrieving it. I go to the store, and the employee says that because it's in a locker, she cannot help me, and I need to wait for an email with a PIN (to this day, still NO email with a pin). I then chat with someone online, who says he cannot help me, because he cannot find a resolution to this in his handbook. He says he can only do a re-order, in which he will cancel then re-order at no cost. I check online a few days later, no change in status. I call, and the agent leaves me on hold for a while then calls the warehouse and states the manager has a bad attitude and requests I call back, but I had no time. I then call a couple days ago asking for a refund and assured that within 48 hours I would get one. I check my credit card statement, STILL no refund. At this point, I have tried 4 times and got no resolution. This product is a surprise, so I cannot contact Costco whenever I want - I have limited time. Had I not said anything, Costco would've just taken my money and not given me anything - which is basically stealing. Costco has given me the impression they are OK with taking my money, not giving me my product and not caring. At this point, unless Costco gives me a full refund AND the product I ordered at no cost, I will cancel my membership at the next billing cycle and never return.

  Business response

  10/25/2023

  Costco has reached out to ********** regarding his concerns and request. Costco has advised ********** we are not able to give him a laptop for free, however are happy to offer compensation if we wishes to replace the order. Costco will provide further updates once available. 

  Customer response

  10/26/2023

   
  Complaint: 20780733
  
  I am rejecting this response because:
  Although they sent me a message online that I received through e-mail, they did not indicate how I was supposed to respond to their message. I replied directly to the email I received, yet did not receive an answer.

  I was told by my parents that Costco has called their house regarding this issue, but I cannot speak on the phone as I am busy during the day, AND I already made multiple calls already.

  They offered me $50 credit but based on the time and effort I have had to spend, that is much too little.

  Also, I got an email saying my refund was issued, but STILL there is NO refund showing on my credit card bill.

  As of now, nothing has been resolved and they did not provide me with directions on how to reply directly to them.

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

  Business response

  10/30/2023

  Mr. ********;has replaced the order on Costco.com and Costco will be honoring the original promotion as well as processing an additional $50.00 for the inconveniences. Costco will continue to monitor until Mr. ********;has received the funds as well as his product. Thank you!
  
  

  Customer response

  10/30/2023

   
  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,
  
  *****************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June of 2020, we bought a ******* 85" ** w/ Costco Citi Card. It included the add'l 2 year warranty through SquareTrade. This is the 3rd ******* ** that we've purchased at Costco that has failed. 09/20/23, notified SquareTrade that ** wasn't working. Repair scheduled for 09/27/23. Tech no showed and appt moved to 10/3/23. Tech showed up and said ** could not be repaired. 10/05/23, *********** said new ** would be ordered and sent to us with confirmation of order being placed. 10/16/23 received confirmation that new tv was ordered. 10/23/23, new ** arrives and box was rammed by forklift and then covered up with black plastic wrap to hide damage. 10/23/23, contacted Costco Concierge to discuss issue. Was told to let SquareTrade handle it. 10/23/23, Made claim with SquareTrade about damaged **. 10/24/23, *********** sent email telling me new ** would be picked up 10/25/23 and told me that I needed to confirm return delivery with ****** Called ***** two times (17:30EST and 18:30EST) and provided confirmation number to ***** that was supplied by SquareTrade. Both ***** agents read back confirmation number to confirm it was correct. Both times the SquareTrade provided confirmation number was not in ***** directory. 10/24 spoke with *********** and informed them that the confirmation number they provided was invalid. I was assured by rep that tv would be picked up on 10/25/23. Facts: 1. Tech didn't show up for SquareTrade appt as selected 2. SquareTrade did NOT order ** on 10/05/23 as we were told 3. ** was ordered on 10/16/23 after repeated emails and phone calls asking for confirmation 4. ** arrived damaged 5. Confirmation number for pickup was incorrect as verified by two separate calls made to ******We want a full refund for the ** (can be issued as a Costco credit) and a full refund for the extended warranty.

  Business response

  10/30/2023

  Thank you for contacting Costco Wholesale Corporation. The Costco Technical and **************************** Team has reviewed the complaint regarding their ******* 85" ** concerns.  We have received confirmation from All State that they are going to process a refund for the ** and warranty.

  We will continue to support the member while working with All State to issue the refund and pick up the **. We apologize for any inconvenience this may have caused.

  Customer response

  10/30/2023

   
  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.  I appreciate Costco reaching out to Allstate on our behalf to expedite the refund. 
  
  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. ↩