ComplaintsforCostco

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two tires at the Costco Tire Center on 9/24/23. I work from home. Unbeknownst to me, the lugnuts on the tires were not secured to the wheels. On 9/28/23, my pregnant wife was returning home in the parking deck and the wheel completely came off of the car, causing major damage. The Costco managerial staff contacted me to apologize and provide words of encouragement. Additionally, a Costco employee acknowledged it was negligence of the installer. A claim has been open for about a month, but no rental car has been provided and Costco is still reviewing the file.

  Business response

  10/24/2023

  "The adjuster representing Costco will continue to attempt to resolve this with our member. Per their request, a rental car will be offered."

  Customer response

  10/30/2023

   
  Complaint: 20772194
  
  I am rejecting this response because: I have not heard anything from Costco. I would like a rental car until my car is repaired, the costs of my repairs covered by Costco and the diminished value of my car returned back to me. 
  
  Sincerely,
  
  *********************

  Customer response

  11/01/2023

  The incident occurred on 9/28. I filed a complaint with the BBB. On 10/24 Costco stated via message that a rental car will be offered to me. Today is 11/1 and a rental car still has not been offered to me. 

  Business response

  11/08/2023

  From Costco claims Manager - I  spoke with the adjuster, and the overall claim should be resolved to the members satisfaction today.  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased carpet from Costco, one room. To date weve had 5 visits and still no resolve to the shotty job on the original install on Oct. 5. 10/10, CS came out to look at the mess and advise. 10/12 installer returned to try and repair mistake. 10/23 new install scheduled and now canceled. We have moved our furniture will be 4 times by the new scheduled install, which we have no date. The original install included 2 pieces of carpet one approximately 3x7 patchwork piece in the middle of floor, clearly visible and just amazing they would send patchwork carpet. On the 2nd install the installer couldnt repair the patched seams and he told us that. Today, 10/23 was a scheduled new install, but they canceled, installer ill and they dont have backup. After all the disruptions weve had and the lack of communication, resolve on a Costco and Western States, the carpet contractor, we are at our **** end. PLEASE HELP

  Business response

  10/24/2023

   Costco has started communication with ***** And ********************* and the flooring dealer. An install appointment has been set for today 10/24/23 to correct their carpet installation.
  
  

  Business response

  10/26/2023

  "Costco is sending pictures of the carpet installation to the flooring dealer and requesting that they assist with addressing the matter and finding a resolution."
  
  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order the Tresati ****** 47in Adjustable. Height Desk on Oct 17th . I received the desk on. Friday Oct 20th . The box was beat up . No biggie , things happen . However, i should have been a sign because wrong screws were sent . I went through online which was 40 dollars more because weight of the desk is over 75 lbs. I call ************************ and Rep was rude. Just rude . She can only get the screws to me in **** business days . That's two week . Here is my complaint with Costco. There is note on the order that box was beat up . You are treated me as if i am not value cusotmer for the last 4-5 years plus. I spend over **** a year at the warehouse. This is unaacceptable . I called Costco online and they advised on shipping another one but then this one will need to be shipped back . Like it over 100 lbs. I will never order online again . My Request is for me get my ***** back because warehouse had the desk for ******. If not , costco can called manuafacture to see if they expedite this screws . I even wonder if the deesk will even work after all of this . This is the most dissatifed i been with Costco.

  Business response

  10/24/2023

  Costco is working with the vendor and **************** for options for the screws or exchange.

  Customer response

  10/24/2023

  Yes, Im working with Candy from Costco executive escalation on this 

  Business response

  10/26/2023

  The vendor has shipped the requested screws and they are in transit to **************** at this time. Costco considers this issue resolved. 

• Initial Complaint

  10/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  costco has not made good on delivery of appliance purchased on costco.com. In fact their delivery attempts have come up short and wasted my time.Costco has made 4 attempts for delivery and has come up short. Each time we had had to stay home to accept the delivery, move furniture and empty the refrigerator and each time they left, we had mop the floor, move the furniture back and re-stock the refrigerator.My wife's and my time is just as valuable to us as is costco's time and money.costco **************** has lost its luster and so does its delivery.In addition to delivery, I want costco to reimburse us for our time

  Business response

  10/26/2023

  Costco is working with the member to resolve this as soon as possible. 

  Business response

  10/26/2023

  Costco will be swapping out a damaged fridge for a new fridge.

  Customer response

  10/26/2023

  True, costco is working to resolve the delivery problems.

  The delivery has not been received as of yet. The delivery is scheduled for Saturday, 10/28/23, not on Thursday as stated in the complaint response. The date of delivery must be reset to the actual date of delivery without incidence.

  Costco cannot pickup the current refrigerator without delivering a replacement. 

   

  Business response

  10/31/2023

  The delivery has been completed and the member agreed all went well. There are 2 replacement pieces that our Warranty Team is working on replacing for him through the vendor. Costco will continue to work with the member to ensure all matters have been resolved.

  Customer response

  11/01/2023

   
  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

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a high- end ** washer-dryer from Costco in January 2022 (Order #*********). CostCo offered an additional 1 year warranty on top of the manaufacturer's one year warranty when I bought this. Last 6 months or so, we noticed that the pain on the dryers opening is peeling off. ** advertised this as something latest and I believed it is a good and reliable brand. Apparently, it seems it is not. I contacted ** initially and they said they will not take care of it since it is over 1 year. I reached out to Costco. Costco contacted ** and replied, it is cosmetic, and warranty does not cover that. I reviewed the warranty information provided by **. I observed the following in the warranty information.1. No mention of cosmetic issues 2. No mention about peeling of paint is not covered by the warranty 3. There is nothing in the sections including 'what is not covered' section says peeling of paint is not covered.This is a manufacturing defect ** does not want to own. CostCo is not taking ownership to protect its loyal customers.If this is the case with CostCo, I lost confidence in their warranty and how they protect me when I have an issue with what I buy from them.I lost trust in ** also now. They are pushing cheap products at higher price to people like to through advertisement. I heard good about CostCo saying that they carry good quality products and take care of customers. Unfortunately, this experience is contradictory to that belief..I bought this as a Christmas gift to my wife as a surprise gift since ** advertised like this is the latest and greatest in Washer-Dryer. Now, everytime, we do laundry, the peeling paint is looking at us and we feel like we were deceived by ** on the quality of the product and CostCo on the promise of 1 year extra warranty.

  Business response

  10/23/2023

  The Costco Technical and **************************** Team has reviewed our valued member's complaint regarding their LG washer-dryer concerns. Costco will ensure the member is contacted and further assisted as necessary. Costco will review all available options to assist under the warranty. We apologize for any inconvenience our valued customer may have experienced.
  
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Request for Fair Treatment Under Tire Warranty I have been a loyal Costco member for years, and I have always valued the quality and service provided by your company. However, I am writing to you today with a concern regarding a recent experience at one of your tire centers.In 2020, I purchased a set of four tires from Costco, a reputable brand (ULTRA HIGH PERFORMANCE), for which I paid $571.75 (order number *********). As advised, I regularly rotated the tires to ensure even wear. The tires came with a ******-mile warranty. However, after only three years and less than ****** miles of usage, I was informed that all four tires needed to be replaced. Despite being under half the promised mileage, the pro-rata warranty entitled me to a 54% discount on the same tires. Given the significant price increase of these tires over the past three years, the cost of replacing them is above $400. Additionally, since I currently use my partner's membership, I would need to purchase a new membership card for around $50, bringing my total cost to $450.My primary concern here is the value proposition that the warranty offers. If the new set of tires exhibits the same wear pattern, I'll again need to replace them after another ****** miles. ********** I will have effectively paid more than $1,000 for ****** miles, rather than the $550,I understand that warranties often have conditions that are meant to protect both seller and buyer. However, it feels as though the warranty offers little to no protection for the consumer. While the pro-rata system seems to give a discount, the fact that the tires didn't last anywhere close to their promised lifespan nullifies any perceived benefit.Costco should re-evaluate this situation and consider providing a fairer resolution. Given the discrepancy between the promised lifespan of the tires and their actual performance, I believe that replacing the tires at no additional cost would be a justifiable and understanding gesture.

  Business response

  10/23/2023

  Costco appreciates your suggestions regarding our tire warranties.  Certain tire warranties purchased at Costco are funded by the tire manufacturer and others are funded by Costco.  Costco's tire warranty terms are consistent with the terms of our tire manufacturers warranty terms.  The prorated warranty format provided credit for the unused part of the warranty and the consumer pays for the used part of the warranty.  Costco will honor the terms of the warranty as stated.  It is also important to note that a Costco Member is not allowed to share their membership with non-members.  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 4 sets of Kind size pillows (order **********). I received only 3. The shipping label states 3. However, it was said online that order was completed. I called customer service and they shipped a replacement. I received today two unmarked pillows in the totally random plastic bag from TV or some other electronics. Pillows were used. Not a single markings on the pillows or plastic bag!!! The quality of Costco online services are the lowest possible!!!

  Business response

  10/19/2023

  Costco has reordered the pillows and advised the vendor of the issues.. We consider this issue resolved. 
  
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As millions of people do, I love and trust Costco and buy almost everything including everyday purchases for my family, kids, also **'s, computers from Costco. But nowadays, I am having terrible experience with Costco and so far no solution is provided after my several attempts and cry for help!I bought 75 ** for my family from Costco. Although I read some complaints in reviews about this specific model being turned on and off by itself, I thought it must be exceptions and since this was the best option in that price line, I bought it.But soon after I bought the *** exactly the same issues started to happen. I called and asked replacement and it was replaced, but even in the replacement *** the same problems started the happen and I called Costco again and asked them to replace, return or store credit the *** They told me that this time it should go to repair process and can be replaced only after if it cannot be repaired. So they asked me to call the number they gave me, since I am teaching whole day, I started to call the technician in my limited available times, After long trials to reach tme and contact. thechnicians asked me to send model numbers, some other information and some photos of the ** too, I believe to make sure that there is no external damage to the ***After this communications, I started to follow up and they kept on telling me that this problem is common on that specific brand and model of the **s and they ordered the part and will inform me as soon as they receive the part, After waiting for months they told me that they can come and replace the part but we could't find common time to do it in short period of time then they stop replying me. The ** just stayed in my basement for months, later again I called Costco and this time they said they can't do it anything, after insisting, they put me in the same repair process again but this time technician asked me if I am available next morning 8-9 am, when I said that I am not and offered him to come the other day, he stopped replying me and returned me after one week asking again exactly the same next day availability. when I told him, I can ask permission from my work and do it after two days and asked him if he can come on those days, his answer was literally, exactly "ok not available that time. available" and stopped communications again. This time I emailed Costco again with screen shots of our conversations expecting them to end this months long torture, but they said again no and continue with the same repair process in the same way.I am open any reasonable solution like replacement, refund or store credit which can allow me to buy new ** for my family.So I wonder, as loyal Costco costumers, how many more months should we wait for our replacement or repair issue to be done and how long should we be tortured just because we trust Costco and buy products from Costco expecting the strong promise and traditional costumer relationship of Costco to be fulfilled!!

  Business response

  10/23/2023

  Costco's CTWS team is contacting the member and offering to replace their TV with a similar 2023 model we currently carry. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Membership number - ************ I purchased an Interstate Battery on 10/4/22, and 3 weeks ago I wanted to exchange the battery because it was leaking battery acid on top. I went to the Costco in ****** on **** Park Avenue to exchange the battery for a new one. I was told by the man there (**********) that I had to pay $10.78, and when I questioned this, he told me that batteries have not been free for exchange since 2019. The way he responded, you would think I had insulted his intelligence or something, when I was merely confused as to why I had to pay for something that I thought was a free exchange. Come to find out this wasn't even true since I saw that the new battery policy changed this year in July 2023.On my old invoice from 2022, no where in the warranty does it state that an exchange is prorated and that I would have to pay the difference. It only says I have to bring the old battery in in order to exchange. I believe that since I purchased the battery under the old warranty it should follow the old warranty that was offered when purchased.I would like at the minimum a refund of $10.78 returned to the original form of payment.

  Business response

  10/20/2023

  Costco has contacted ********** to discuss their concerns. This issue will continue to be worked on.
  
  

  Customer response

  10/23/2023

   
  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

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an order for 2 pieces 1oz gold bar, in costco.com,but I only received 1 package in time, another one delayed a week, and when I pick up in *** store and open it, nothing inside,so I asked Costco refund me 1 gold bar money, and I called police,I also got police report and send it to Costco, but Costco.com didnt refunded, then I dispute my credit card, and right now, Costco Chargeback Team ask me pay this money.

  Business response

  10/26/2023

  Costco reached out to the member leaving a voicemail and an email letting the member know that the Chargeback on O#********** has been resolved.  

*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. ↩