Business Profile

Incorporation

Costco Wholesale Canada Ltd. HQ

Headquarters

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Initial Complaint
24/09/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Costco ******* is selling halal meat. without customer signs. small logo which customers don't even look at when picking up the chicken.
Business response
25/09/2024
In Canada, it is mandatory to indicate the name of the organization or person that certified a food as halal on the label, packaging, or advertising. This requirement came into effect in 2016 after the ******************************* (****) began enforcing new halal labeling and advertising regulations. Costco is not required to add additional signage.
Initial Complaint
13/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The complaint is for *********************** customer service at ***************) supervisor name: ***** *. Installation person: ***** ******** at *************) .I paid $1694.99 on August 27, 2024 at *********************** website to buy (Order# **********)which included dryer&washer, delivery service on September 11, 2024, and installation service on September 11, 2024 and 2 years warranty according to Costco advertisement.However, On September 11, 2024, they didn't finish the installation for me. I already let *********************** customer service know my situation at first place. Up to now, they still didn't come to finish the installation for **** need BBB's help. My requests are the following:1. *********************** should finish the installation for me as soon as possible according to their promise.2. From today (September 13) counts, for every one day delay, I need *********************** pay me 1/10 of total amount $1694.99, which is $169.499 per day for my damage.Thanks,********(*****) Kong
Business response
13/09/2024
This is actively being addressed by our *********************** Ecommerce team.
Customer response
18/09/2024

Complaint: 22281131

I am rejecting this response because:
Costco installation person finally came to my home this morning(September 18)from 8:55am to 9:16am finished the installation. I request Costco to pay me 5 calendar days damage(September 13 to 17). $169.499 per day. 5 calendar day are total $847.50.
Thanks BBB for help.

Sincerely,

Xiaochun (*****) Kong
Customer response
19/09/2024
*********************** 's dishonest behaviour and several delays in installation service consumed my time and energy. The issue has shaken my confidence in services which is provided by ***********************. Going through BBB, I am asking *********************** the following:
1. I'm asking *********************** to add two more years warranty for my dryer&washer. So the total warranty is from 2024/09/17 to 2028/09/17.
2. I'm asking *********************** to apologize to me via email.
3. I'm asking *********************** to find ways to improve their service.
Thanks,
Xiaochun(*****) Kong

Business response
20/09/2024
This has been resolved.
Initial Complaint
13/09/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I am writing to formally complain about the unprofessional and distressing experience I had at the Costco Wholesale location in **** (***********************************). As a loyal Costco customer who recently upgraded to an Executive Membership, I am deeply disappointed by the behavior of your employees and the overall mismanagement at this location.Despite multiple follow-ups, I have not received the exclusive Executive Member discount coupons promised by your membership team. When I visited the store to address this issue, I was rudely intercepted by an employee named *****, who questioned my intentions and demanded to see my membership card, even though other customers were not subjected to the same treatment. His condescending and accusatory manner was insulting and unjustified.When I attempted to discuss my concerns with the membership desk, ***** and another employee, Rayana, confronted me aggressively, demanding that I delete a picture I had taken of Kevons employee badge. Their behavior was intimidating and unprofessional, as they invaded my personal space and refused to leave until I complied. The situation escalated further when the Assistant Store Manager, ****, made a mocking and inappropriate remark, further exacerbating the distress caused by the employees.This experience was mentally exhausting and entirely unacceptable. The level of rudeness, incompetence, and lack of customer service skills displayed by your staff is alarming. I request immediate action to address this situation, including a formal apology and assurances that steps will be taken to prevent such incidents in the future.I look forward to your prompt response and resolution.
Customer response
25/09/2024
Hi,

The desired outcome would be a formal apology in writing from the Costco *************** and them confirming their commitment to train their employees in professional etiquettes and customer service.

Thanks,
Rahul
Customer response
25/09/2024
Hi,

As I think of it I feel besides the Apology, Costco Ajax should give us some Store credits or reimbursement our membership fees for the bad customer experience we had. I feel this is better desired outcome.

Thanks,
Rahul
Business response
26/09/2024
Good afternoon,

We have escalated the member complaint to the warehouse management team for resolution.

Customer response
26/09/2024

Complaint: 22279300

I am rejecting this response because: they haven't provided any substantial outcome besides stating they have escalated it. I even tried calling Costco *************** and they didn't respond. Not happy with the resolution.

Sincerely,

***** ******
Initial Complaint
10/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a $60 voucher applied to order #**********. However, Costco canceled 2 packs of toilet paper from that order, which reduced the voucher value to $41.37 (plus tax), resulting in a loss of $18.63 (plus tax).I've reordered the 2 packs of toilet paper under order #**********, but this new order incurred a $6 Costco Grocery small order surcharge.Please refund the missing $18.63 voucher value on order #********** and cancel the $6 surcharge for this replacement order. Thank you
Business response
11/09/2024
This complaint has been shared with our ********* team for assistance.
Customer response
11/09/2024
I was clear in my complaint that the missing amounts were $18.63+taxes and $6+taxes. Costco now decided to refund both amounts but not the taxes. What a waste of time!
Business response
12/09/2024
We are currently trying to contact the member to provide a resolution.
Customer response
18/09/2024
No update as of 09/18/2024.
Business response
18/09/2024
We have shared this feedback with our ********* team to contact you for further assistance.
Customer response
23/09/2024
I have now received the same message twice, but still nothing was mentioned about the taxes.
Business response
25/09/2024
We are trying to contact the member and provide a resolution. However, the phone number is not in service therefore, we've emailed the member and are waiting for them to respond to us.
Customer response
03/10/2024
Since the last update, I was promised a refund of half the amount, but it hasn't been processed.
I am still expecting to receive the tax refund for both amounts.
Initial Complaint
08/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bought an appliance package from Costco. ******* issued a recall due to burners turning on despite being locked. Contacted Costco per *******s instruction for replacement and Costco says not their problem, to call *******. My stove needs to be replaced.
Business response
10/09/2024
Our Ecommerce team has provided resolution.
Initial Complaint
08/09/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I am writing to file a formal complaint against Costco ******************** , regarding the sale and installation of tires with an incorrect load index, which has led to significant damage to my vehicle's rims.Location of Purchase and Installation: Costco, ************************************ Issue Detected At: Costco, Plano, ***** Description of the Issue:Incorrect Load Index: I purchased winter tires from Costco in ************************************, where they were recommended and installed by Costco technicians. Costco ********, discovered that the tires had an incorrect load index, which does not meet the specifications required for my vehicle.Damage to Rims: When I attempted to have the tires installed at a Costco location in *****, *****, I was informed that the installation could not proceed due to the incorrect load index and that my rims were already bent. This was contrary to the assurances given at the time of purchase and installation in Canada.Failure to Adhere to Guidelines: According to ***********************, *********** technicians are supposed to install only those tires with a load index equal to or greater than the specifications listed on the vehicles placard. Costco failed to adhere to this guideline, leading to the damage of my rims, which cost over $2700.00 CDN.Response and Resolution: Costco has since sent me new tires to correct the initial mistake. However, I am seeking compensation for the damage caused to my rims, as the issue resulted directly from Costcos failure to follow proper tire specifications and installation practices.Desired Resolution:I am seeking compensation for the damage to my **** rims, which were significantly impacted due to the incorrect tire load index. I expect a prompt resolution to address the financial impact of this error.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue promptly.Sincerely,Vikram
Business response
18/09/2024
We have shared this with the ************ location to review and follow up with the member.
Customer response
19/09/2024

Complaint: 22256039

I am rejecting this response because:
I have been tying to get *********************************** help for months with no resolution. The know all the facts and their liability which they accepted 100%.

Sincerely,

****** *****
Business response
19/09/2024
The warehouse is working closely with the member to find a resolution.
Customer response
20/09/2024

Complaint: 22256039

I am rejecting this response because:
Costco Plano refused to do winter tire swap because the tires Costco sold me were wrong specifications and they also installed them.
There is a warning on ***********************
For your safety, Costco *********** technicians will only install tires with a load index equal to or greater to the
information listed on placard.
Heres how the incorrect load index can affect the rims:
Increased Stress: Tires with an incorrect load index may not adequately support the vehicles weight. This improper support can place excessive strain on the rims, potentially causing them to bend or warp over time.
Uneven Forces: Incorrectly rated tires can result in uneven wear and abnormal handling characteristics. These issues can place abnormal forces on the rims, contributing to potential damage.
FYI: *** from Costco ************ did contact me.
I am waiting for them to send me some forms to fill. Which I dont understand because they have all the information they need to resolve this problem.
Sincerely,

****** *****
Business response
20/09/2024
Weve been working with this member to resolve his issue. He provided some pictures of the damages he mentioned, but they do not clearly show any issues. We have asked for additional photos, and once we receive them, we will forward everything to our insurance adjuster, ********* *******.
Customer response
20/09/2024

Complaint: 22256039

I am rejecting this response because:

FYI: I do appreciate Costco to help me , I provided them these pictures as they requested by removing the plastic cover. The pictures does show damages.
they can just send me a refund as promised by COSTCO to take care it almost a year ago.

they send me a form to fill for their insurance company but I cant print it .
its really faded form.

Sincerely,

****** *****
Business response
24/09/2024
This is now with the insurance adjuster ********* *******.
Customer response
24/09/2024

Complaint: 22256039

I am rejecting this response because: No one till date has contacted me from he insurance company ..********************************* knew this issue since last year and Feb 2024 I informed COSTCO Canada and Costco ************ about the rims damages which COSTCO employee at Plano Tx is the one who discovered and informed me.
. Their head office told me they will take care of it then they changed and emailed me that COSTCO ************ will have to reimburse me for the ******
I bought these TIRES from COSTCO in good faith, but due to their negligence they damaged my ************* RIMS .
I am a 24 years member with Costco..
I appreciate that Costco stoney creek is being responsive after almost 6 months of wait..
Sincerely,

****** *****
Business response
25/09/2024
This has escalated to ******************************* the insurance company.
Customer response
25/09/2024

Complaint: 22256039

I am rejecting this response because: The liability is on Costco ************************** . I am waiting to hear from their insurance company.

FYI I got a quote for the rims from **** ******** dealership :
Good afternoon,

As per our conversation, I have attached a copy of your 2014 work order for winter wheel package installation.

The current price for per wheel is $593 plus taxes :

I hope this is helpful to you,

Best regards

Parts Consultant
**** ********
******************************************************>Tel: *********************
Costco can resolve this today and send me check for $2680.36 including taxes for 4 rims/wheels and I can move on.. This is FAIR , I am not asking anything else for the time lost and harassment that I endured due to COSTCO.. I had to spend months and days over the phone, 1st ************************* tried to cover things up and when I shared with them COSTCO OWN policy about not installing tires with wrong LOAD INDEX then they had no more Excuses and they send new tires to Costco Plano. I was promised refund for the **** by their managers but nothing is done about it.
Sincerely,

****** *****
Customer response
27/09/2024

Complaint: 22256039

I am rejecting this response because:
I am reopening the complaint due to ongoing issues with the business that remain unresolved. The insurance company has been uncooperative, as they have not been responding to my emails or calls. When I did manage to speak with someone, they directed me back to Costco without providing any assistance, leaving me without a satisfactory resolution.

I appreciate your support in this matter and look forward to your guidance on how to proceed.

Best regards,
Vikram
Business response
29/09/2024
We have forwarded your concerns to the warehouse team for further review. We thank you for your patience as we continue to investigate.
Customer response
02/10/2024

Complaint: 22256039

I am rejecting this response because: it has been almost a year and still I am dealing with this issue caused by costco. I havent heard anything from their insurance company or warehouse in ************.

Sincerely,

****** *****
Initial Complaint
09/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ice maker did not work properly since installation. There is a sticker on the side of it saying for technical help 47/7 call this number. I call the number and wait on hold 40 min then it says leave a message. Did this 5 times and never had a return call. Finally fed up I call Costco and explain in detail the issue. A technician was dispatched but before they could come the ice froze a solid block again at closing time. Not realizing, a staff member tried to chip the ice and they chipped a small piece off the ice forming tray. Costco is refusing to replace the unit now and the vendor has voided the warranty because of the tiny physical damage. The issue with the ice maker has nothing to do with the tiny physical damage and the issue was already fully explained to Costco before the tiny damage. To make matters worse I paid privately to change the part that Costco advised needed changing to fix the problem and guess what!?! it didn't fix the problem. Costco needs to make this right and replace this defective unit. My entire business relies on having ice as a blended beverage cafe.
Business response
19/08/2024
A member of our team will be reaching to get more information on how to best assist.
Customer response
04/09/2024

Complaint: 22108636

I am rejecting this response because:
I am still waiting for someone to reach out to me.
Sincerely,

***** ****
Business response
18/09/2024
We are currently working with our supporting teams to review alternative options.
Initial Complaint
28/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Warranty! On March 3rd, I contacted ******* chat to look for a solution for my TV problem as there is a sound coming from the TV while it is OFF! I did all the troubleshooting they asked for but none worked! They told me this issue is not normal and the TV need to be serviced and that I have to refer to Costco as it is under their warranty . I called Costco and filed a request for warranty via Costco concierge ****************. They issued a service request ****** **********, via ******** ****** *********** **************. The technician ******* came and assessed the problem and acknowledged it (sound coming from the TV while it is off). He said he will request a part to replace. After a week he replaced the part but the noise got louder. He said this part is not the right one. So he ordered another one. The second time (after almost a month since filling the issue), he replaced the part, the noise was still present (Please refer to Clip file attached). On April 11.2024, I called Costco Concierge to tell them that the issue was not resolved. They said they will check and get back to me. but they didn't. On April 22, I called again and they told me they will escalate the issue to the respective department for a resolution and I should receive a call in 24 hours. No one called back! On April 24, I called again and they told me that my request was canceled (by *******) without acknowledging me! I asked to talk to a supervisor or legal department. They said that a program specialist will call me back (they couldn’t connect me to one at the moment). But no one called back. I called again on Apr. 26 at 2:23 pm. I had a conference call with Costco agent and (******). ****** supervisor claimed that this is normal as per *******!! I asked a copy of that statement and he agreed. But never did as of this moment! I've attached a screenshot of a statement from ******* during my conversation with a ******* agent stating that this issue is not normal and the TV needs to be serviced! Costco is asking ****** to confirm that but ****** says it is normal yet without any statement which I think they don't know how to fix it or they don't want to admit that the TV has a problem! Thank you, ***** ************ *************
Business response
29/04/2024
Hello,

We have requested the assistance of the Costco Concierge team to assist with this inquiry.
Thank you
Customer response
29/04/2024

Complaint: 21636855

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

***** ******
Business response
30/04/2024
We have taken care of the member. We have keyed a return/refund.
Customer response
07/05/2024

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

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

Sincerely,

***** ******
Initial Complaint
09/04/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Feb 17 2024 I ordered gold coins and bars * ********** online as advertised in a constant contact email I received . I stayed home all day for a week waiting then I checked order status ,order had been redirected to a *** pick up location I did not request this action. I go there, told I already picked up. I did not pick up. I followed instructions from ********************* and *** to launch an investigation. Costco has *** investigate themselves they watch video of not me collecting my order and absolutely no follow up email or phone call. Costco shows my order as refunded with 0$. While waiting patiently I do my own investigation I find the woman her name the city she lives and the owners name of the car she used I send this information to Costco and still nothing. Absolutely nothing no email no call This package needed a signature to collect this did not happen. It appears my email was hacked I can see they used a PC to exit my ******* acct I do not own a PC I spent hours and hours trying to figure out what happened to much to type here. I sent everything to the investigator now its April 8 and still nothing. Seeing that they are investigating themselves and no wants to use this information to arrest this individual and find my order Costco has essentially stolen my hard earned money. My next step is *** *** ***** ******** *****. I order weekly from the Costco Business Center they can see I am not some random grifter I am a small business owner
Business response
09/04/2024
Hello,

The members complaint has been forwarded to our ecom team for further assistance.
Customer response
10/04/2024

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

I have reviewed the response made by the business in reference to complaint ID 21551057, and find that this resolution is satisfactory to me.
THANK YOU very much Costco and *** after many sleepl nights and some tears a credit was processed today. If I may be so bold to request a review of how big ticket items are delivered. If it had been delivered to my home I would have needed to sign for it even thought the billing address and delivery address is the same and the *** driver knows me, this is how it should be the fact that a thief could show a confirmation email,no identification at all ,no signature and be handed a $11 0000.00 item is a system failure. Thank you for doing the right thing and I hope *** is sent the bill I believe it is their system that failed me and Costco
Sincerely,
*** ******
Initial Complaint
21/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear Costco, I am writing to express my dissatisfaction with the handling of ticket number ********** regarding my ******* dishwasher, purchased from Costco in June 2022. Despite reporting the malfunction of the soap dispenser during the wash cycle on February 15, 2024, and subsequent attempts to address the issue through ******* customer care, the problem persists. The service technician's visits on February 27th and March 8th, which included the replacement of parts, have failed to resolve the issue. Additionally, the technician identified a PC error during testing, indicating a significant defect in the appliance's functionality. Notably, the technician verbally assured us that he recommended exchanging our dishwasher because he was unable to repair it. Furthermore, upon contacting ******* for further assistance, we were informed that our dishwasher would not be repaired, citing alleged physical damage by a mouse. However, the provided rationale lacks substantiation, as the photograph presented to us did not exhibit any such damage. ******* is now asking me to get my dishwasher repaired from a ******* dealer at my own cost, and they are not willing to help me. I request Costco to provide me a refund for my purchase or provide me an exchange of the defective dishwasher as ******* is not helping me, and I have purchased this dishwasher from Costco, which is still under warranty provided to Costco customers. Sincerely, ******* ****
Business response
22/03/2024
******* has denied the the assistance due to hazards present (mouse feces). ******* will not repair and all warranties are voided.

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