Costco
Reviews and Complaints

Purchased 2/14/2021; lightly used until recently because of COVID and no family get-togethers; first family "reunion," lots of oven use requiring self-cleaning; self-cleaning caused failure of control panel; Concierge Melissa extremely efficient and oven repaired; during repair, wiring safety issue caused during installation discovered, 240 wiring not properly insulated; advised to 1) not use oven until repaired; 2) not use self-cleaning as this is a continuing issue with LG oven; contacted Concierge re safety issue and after much shuffling around was told installation not guaranteed after first few months of installation and nothing Costco could do. They also could not provide the name of the installation company. Had COVID not been so prevalent, we likely would have had these issues shortly after purchase of the appliance. Repair is underway.

Case of The Phantom Patio Umbrella. I ordered a patio umbrella on May 16, finally found out June 3rd that there wasn't never an umbrella ever shipped! Costco email was sent a couple days later stating that umbrella being shipped, UPS sent an email saying it was in the process of being labeled & gave a tracking #. After a couple of weeks wondering what was taking so long, I finally got a live person from UPS to talk to, who had no answers. When I got hold of a person at Costco, she said that the Umbrella was either discontinued or out of stock! I was shocked that Costco that would say that it was shipped, that they would not communicate to me that it was unavailable, or that the umbrellas were even available to order online!

Order placed on May 17, 2022 with a delivery date on May 25, 2022. Got a call the night before with a time frame of 9-11 am. No delivery no communication from Costco

Second delivery date, June 2,2022. Called the night before, time frame 2-4. No delivery, no communication from Costco. How many delivery call and setups before I actually get my items Paid for.

My order was confirmed to be delivered on 05/28/22 between 11:00am and 1:00pm. Waited all day and no update regarding a delay. No call, no text, nothing about a problem. No delivery.

Called Costco Logistics Monday morning and was told "hold" time would be about 41 minutes, I hung up. This was Costco's screwup and I'm expected to be even further inconvenienced.

I called back Thursday morning with a wait time of 17 minutes to reschedule for another delivery date.

This experience reflects badly on Costco and shows how incompetent their delivery service is. They screw up and the customer pays the price.

Beware! Think twice about their promised "2 hour" window.

To add more grief to the matter is that you cannot "talk" to a live representative,

thus the purpose of this complaint.

On Monday May 23, 2022 I purchased an atlantic salmon fillet. A little over 2.5lbs with a ‘sell by’ date of May 28, 2022. As soon as I got home I started cutting it up for dinner and noticed the flap where they fold the salmon to fit in the package had been rotten. It was slimy and dark green in color.

Store: Naperville #342

Citi Bank / Costco

Reference # 202206171035008039622

Colleen W Southard

SS# - - - - - 4816

Costco member # [protected]

On March 8 Citi Bank was issued payment from Legend Bank bill pay service. The bill was for $256.54. An error was made with the decimal and they were sent $25,654.00. The error was recognized and the bank was contacted but the check had been sent. Citi Bank was notified on or about March 9. In conversation, we were told it would not be a problem but would likely take 7-12 business days. Not being happy with the answer we asked to be sent to another person in a more responsible position. They said they would check into it and return a call within 24 hours. No call was received.

On April 5 we received a letter stating that we needed to send a copy of the canceled check, of electronic information. We did so immediately. (Acopy can be sent to you as well) It states plainly that once the information is received a refund for the credit balance will be sent. It has not been sent.

On April 27 we received a letter stating that it would be 10-14 business days to respond. No one has responded.

We have received two bank statements showing the credit balance. It is obvious that Cit received and processed the check.

In speaking with several persons, each has promised a callback. Not one has called.

On April 19 we called again at 4:25 pm., spoke to Isiah, and promised a refund in 5-7 business days.

On April 29 we spoke to a “manager in Florida named Susan.

We waited until May 16 which was the end of the time stated on the letter to get the refund. It did not arrive.

We called and talked to Jana who said they would reassign it because they were leaving on vacation. We were told to go to our bank to have it reversed. She said they would call within 24 hours. No one called.

On May 17, we went to the bank and because it had been over 60 days they said they could do nothing.

We called again on May 18 after receiving no call and it had been reassigned to Jessica. She said she would check on it and call back … within 24 hours.

This Citi Card Visa is issued through Costco. The name on the front of the card is Colleen W Southard. The name on the back of the card is Charis Hills, Inc. The check came from Legend Bank ([protected]). Colleen Southard is on the bank account at Legend Bank but her name and Charis Hills Inc are on the Visa card. It shows on our Citi account that we are owed the funds remaining. At this point, we have invested numbers of hours and worry. I expect this can be settled and I would hope an apology is issued.

You can make the check out to Charis Hills, Colleen Southard, or Rand Southard. It does not matter. But we need those funds asap.

Please respond,

Colleen W Southard

[protected]@charishills.org

[protected]

Rand Southard

[protected]@charishills.org

Signator on check

(My name is on the bank account but not the Visa card.)

I realize the check is not due from COSTCO but we are hoping you can provide some information or a resolution.

On 10/2/2022 my bank account was charged $ 60.00 for a "renewal" of my Costco membership. I am disabled and have never shopped at COSTCO, nor have I ever had a membership.

I called immediately to inquire why this was done. As I attempted to get through, I got a recorded message that instructed me to wait three days to dispute the renewal membership, which I did. Had I disputed it immediately with my bank while the charge was still pending, I could have ended the matter but I did as COSTCO instructed me, trusting they would take care of this matter.

I called back and the customer service representative confirmed I had no membership with COSTCO to renew but outrageously, cavalierly informed me I would have to dispute the matter with my bank. I told her the dispute was not with my bank, but with COSTCO and demanded to talk to her supervisor.

I spoke with Dorothy Bennett, who also confirmed I had no membership but refused to refund my money, informing me I had to have the name of the person with the membership. I told her that was exactly my point: I did not know who purchased this membership and I was very anxious to know who did so I knew who had access to my banking information. I gave her the last four digits of my debit card to track the purchase, but she claimed she couldn't do it.

I have since discovered that a membership can only be used by the person who purchased it and with their debit card. Since I have no membership, this means my money was taken but no one can use the membership (that doesn't exist) since it is linked to my debit card.

I have also learned that COSTCO employees hound customers for renewal memberships because they get a commission for this. I am disabled and elderly, and do all my shopping online, except for rare occasions one of my sons shops for me. COSTCO confirmed neither one of them have a membership and without one, they could not have used my card in their store.

Knowing all this, COSTCO still refuses my refund, telling me to dispute it with my bank. I am absolutely appalled by this. I did not want to file this complaint with CustomerService because that is the same department that refused my refund. I wanted to file with Corporate Office but couldn't because I needed my membership number, I don't have, to obtain access.

Almost two thousand complaints have been filed against COSTCO and only 131 of those have been resolved. What poor customer service this attests to.

I have saved this complaint and if I do not receive my money back, it will be forwarded to the Better Business Bureau, RIPOFF, the attorney generals office and anyone else I can think of.

New GE refrigerator purchased through Costco installed March 31. Top freezer door handle was loose. The handle started to loosen more so I contacted GE who said to contact Costco on installation problems.

When I called Costco concierge, I was told I missed the date to have to adjustments made, but they would set me up with an service appt.

A GE repairman came 5/7/22 and said they do not do installation corrections.

Costco had contacted him. Door handles installed incorrectly and upside down

Costco, Union NJ Warehouse. On 4/16 I ordered a set of 4 Michelin Tires for my Cadillac SRX and on 4/20 I ordered a set of 4 tires for my Chevy Express Passenger Van. On 4/21 I received an email that my tires for the van where in. I proceeded to call and make an appointment for 5PM on the that day, the 21st to install the tires on the Chevy Van. My son and his 8 month pregnant girlfriend met me there since they drive the van. We arrived 4:30 PM. Dropped the van at the tire center and I found out that the tires for my Cadillac were also in. So I said to the tire center manager Justin who was helping Us that maybe I could get those tires put on today also. He said he was alone and it would be a while so I said No Problem I will make an appointment for another day on those. He also said that his lifts only lift 10,000 pound and it might be a problem with our van. I checked an our Van is Curb Weight at 6,408 lbs. Shouldn't be a problem. We left to go in and shop.

About an hour and a half later I get a call form the tire service that he can't install our tires and to come back to the tire center. He said the van is to heavy and he can't put it on his lift according to the paperwork or something. So he tells us we can get a refund of the installation and take the tires with us or they will refund everything. I said OK I'm not happy, This should be disclosed that vans and larger SUV's tires will not be installed, but I will take the tires I guess and have them installed somewhere else. He takes me to customer service for the refund and leaves. The nice lady at customer service asks me all the details and then calls over her Manager who used to be the manager of Tires. He comes over and I explain the situation and he says he will go to wait and he will go over and speak to the tire center guys.

He returns and informs me that he spoke to them and they will install our tires. It is now around 6:15 PM and we have a full shopping cart, we spent around $350.00. We are sitting at the tables by the customer service and food court on the hard benches. almost 2 more hours go by and I take a walk outside to see if they are working on our van and No Not Yet. At this point my Son looks in our cart and Sees that there is a Skirt Steak we bought for $33.38 and it is warm and has been sitting for about 3 hours and I decide to return it since I wasn't expecting to be sitting here this long and with his girlfriend 8 months pregnant, he doesn't want to risk eating it. At this point the young manager sees us still waiting and is like your still waiting. They refund the steak and she calls her boss the other manager back who proceeded to go back to the tire area to see what was going on. He comes back and apologizes and says their manager isn't in Today, but he would speak to him about this and they are working on it now. Around 9PM I decided to get a refund for the other tires I ordered for My Cadillac as I was not going through this Again! When I told the Manager this I said I would get it from BJ's or another Company, He Said but their price is higher than Costco's. Honestly Saving $100 Isn't worth the 5 hour Wait and Treatment I received. It was evident that they did not want to install our tires and since they were told they had to by that manager they were going to punish us by making us wait till the end. The tire guy Justin called us several times asking weird questions. We finally left the store around 9:20PM. So from 4:30 to 9:30 with a 5PM Appointment.

The next day Friday I called Customer Service to explain what had happened and the nice lady said she would pass the information to the Manager of the Union Store and I would receive a phone call or email from that Manger. NO ONE has reached out to me at All!

Just to let everyone know, I reached out to Mavis Tires who said that they match others sales on tires and they sent me back an email to call their rep. who was very nice and said they would match the price Costco had charged me for everything.

I have been a Costco member ever since it started in Seattle. Discover Card was their preferred card, then American Express, and now Citi which is terrible. During the 2 year covid epidemic we lost one income and unfortunately had to use the citi card to get by. Needless to say we maxed out the 15k limit, but still never missed a payment. We are back to work now and paid the full 15k off in one month. 4 weeks later we get a letter saying they decreased our limit to $500. WTF. This company is terrible. I spoke with their customer service and they told me there was nothing they could do. Such BS. Costco better look into this as I'm sure we're not the only ones that took a hit during Covid.

Can you please change the milk carton back to the way they used to be. I have such a hard time opening them. The plastic wrap is hard to grab out if the fridge in the store and when I get it home I have to cut them apart. Then to take the cap off is the really hard part. I have to use a knife to get the tab off. My fingers are too stiff and it's really hard to open. So I usually buy my milk from another store

Hi Costco corporate customer service

I would like to articulate in writing my recent experience with the Costco Tire Center at the Costco warehouse located at 311 Daniel Webster Highway Nashua, New Hampshire 03060.

I had ordered the replacement of four tires for my car at the Costco Tire Center. Upon the date of my appointment, I checked in the car, handed over my keys, and waited for the tires to be replaced; however after waiting 45 minutes, I was informed that only 3 of the 4 new tires I had ordered were in stock and that the tires and rims of my car that were all disassembled had to be reassembled. I was told to return for another appointment once they had all four tires.

After a few interactions, over the phone and in person, with the Costco Tire center over the next two weeks, the fourth tire was finally located and I returned for my tire replacement appointment. After an hour, I checked in on the situation and was informed that my car had been damaged. I was told that two out of the five bolts on my front right tire would not screw into the wheel hub. Upon seeing the two bolts that wouldn't go in, I found that one had rounded threads and the other was completely stripped smooth. When tried to screw into the wheel hub, the bolt would only go in at an angle.

One of the two broken bolts was managed to be replaced and torqued to spec, so I was reassured that the car was driveable and that Costco company policy allows for cars to leave the shop with 4 of the 5 bolts torqued to spec.

A week later however, while I was driving my car on the highway, my car suddenly started drifting from side to side. I immediately reduced my speed and drove to the nearest auto parts store to recheck the torque on the four bolts of the car. After explaining my situation to the store attendant, I was informed that it was not ideal at all to drive the car with a missing bolt. “It seems that whoever told you that the car was safe to drive was trying to get you out of the shop,” the store attendant said.

After doing some additional research on my own, I found that driving with a missing tire bolt drastically reduces the safety of the car. A missing bolt means that the distance between each bolt on the wheel rim changes from 77 degrees to 144, magnifying any effects of uneven torque distribution on the wheel hub of the car, leading to “wheel wobble,” and creating the potential for the entire wheel to come off during operation. Needless to say, my parents were furious to find that my tire could have come off on the highway and that their 18-year-old son was ill-informed of the potential safety risks of operating a vehicle with 2 insecure bolts on the same wheel.

The car ended up having to be towed to the shop for a wheel hub and axle replacement costing a total of $1292.56. Thankfully, General Manager Ken LaChance agreed to cover the hub replacement ($881.38), however, as of now, has not agreed to covering the costs of the axle replacement. The axle was not directly involved in the damage Costco induced on the car; however in this case is needed to be replaced along with the wheel hub and is a cost I would have otherwise not incurred if Costco Tire Center hadn’t damaged my wheel hub in the first place.

I appreciate the efforts of all of the Costco Tire Center employees (especially Cameron, Pat, Nick, and General Manager Ken LaChance) involved in trying to help me sort this situation out. However, I do not believe that this situation has been addressed in complete fairness. I was not going to make a big deal out of this until I was informed that the cost of repairing the mechanical damages caused by Costco – the bare minimum – would not even be compensated for.

I hope this matter can be resolved in a manner satisfactory to the money and time I have spent in dealing with this situation, and I hope that there is no need for me to escalate this matter to the next level.

Best Regards,

Joshua Gao

We have purchased repeated bags of the above product but the seal is very difficult to close and breaks easily causing the strawberries to fall out of the bag and fall all into the freezer

I will ask you to look at my file, I have reached out several times to have a suitable resolution and follow up so breach of confidentiality, abuse, loss of time, inaccurate payments as well dosage of a prescription does not happen to another person.

It is pretty clear Costco has limited accountability and the previous wonderful customer service (over 5 years now gone) is the supported norm from Costco wholesale.

Desired outcome

Clear next steps on how the pharmacy and management will be dealt with and corrections made, since concerns were not addressed in a timely way.

I do expect to be compensated for the stress the situation caused on multiple times that I did try to reach out to remedy, the time which was excessive to even try to obtain my prescription as well as simply to have resolution for the multiple concerns.

Contact me back when you have this sorted out and not to just insult me or ask more questions. I have time set aside in 1 month to take my action in writing to FOIP.

I booked an Alaska Land & Sea cruise through Costco travel in 2021. As final payment approaches, we've learned that unless we are vaccinated, we will not be able to cruise, even though we can prove we have had and recovered from COVID 19 and are willing to take a test two days before departure like everyone else.

Even if you are vaccinated, you can still spread and contract COVID 19. At this point, I see no difference between those who have natural immunity and those who have taken the vaccine. Actually, studies show that those of us with natural immunity have a stronger and more robust defense against the variances to date.

However, I have sat on hold with Costco travel for ridiculous amounts of time. The first time I called, I was told the wait time was 30 to 40 minutes. At the two hour mark of being on hold, I hung up. The second time I called, I was told that the wait time was 45 minutes. At the hour mark, I hung up again.

I did go to your website and request a cancellation. It told me it would email me my response. I have had no response to date, hence the reason why I am calling.

You have now had my $2400.00 deposit for a year, and through no fault of my own I need to cancel the cruise. I am wanting to make sure my entire deposit is refunded and that it has been cancelled in time with no penalties. I would greatly appreciate a phone call to confirm this. My cell phone number is [protected].

My Costco reservation # is C385772897 and C385773065 respectively since I also bought the trip for my elderly parents who cannot travel without us and therefore also have to cancel.

Had a one-year warranty with Dell and during that time had to send it in for service as the adaptor cord kept falling out of the port like it was too small. Sent it in but not sure what they did because it still happened even with a new adaptor. Called Dell again that I was dealing with the same issue but my warranty had just expired. Then I contacted Costco warranty service. They gave me a service tag number. Then sent me an email asking for a few different pictures. I did that right away. Three weeks later still no response. I sent two more emails again with no response. I called yesterday and it was the strangest call. The guy would put me on hold then break back into the call with saying strange things. It was like he had a few different people holding and he kept picking up the wrong line. He then gave me a new service number and I went on hold again. He then came back again giving me another new service number and I was so confused. I asked him what that service number was for and he sounded surprised like he realized his mistake. Said this was my new number because they had closed my earlier case. I asked how that could happen after I sent in what they requested, but had not heard back. Also that a DVD was stuck in my disc and it was the first time I had used it. I was put on hold again for a long time and then he came back to say they said my problem was wear and tear and they wouldn't even talk to me. I was shocked at the entire process. Don't buy this add-on.

I am appalled at the rudeness and saying wear and tear. My laptop wasn't even a year old when this happened the first time. It also isn't natural for a DVD to get stuck. We are longtime executive Costco members and spend a lot of money here including just purchased new patio furniture online from Costco. We did that before this happened or would have purchased it elsewhere.

We purchased 2 items range and the microwave above range stove came on time no the Microwave 2 months later the delivery guy not friendly ask for the bracket to hold it on the wall we thought it came together but he said and he started talking shut about Cotsco so he suggested call Cotsco and ask for the brackets or find for yourself what to do and left Now after e-mail calls long time waiting time people at Cotsco concierge and customer service don’t know what we are talking about you don’t wanted bring the item to Cotsco where house is what they said bad service

My spouse died 01/11/2022. I was unable to access his on-line bill pay bank account so I paid his Costco Anywhere card bill of $801.73 in full with a check by mail on 01/28/2022.

It apparently arrived a little after the due date. Citi sent him another statement 02/02/2022 for a $29.00 late charge plus interest, totaling $37.41

I immediately wrote them a note explaining the circumstances that he had died, and requesting they cancel the late charge and interest. They did not reply, but instead sent the deceased a new statement for $37.41 dated 03/02/2022

I cannot spend any more time with Citi. I mailed them a check today and advised them I have no plans to use my own Costco Anywhere card in the future because of this pettiness.

Claim #[protected] Citibank Benefits

HP Laptop was purchased at Costco online 11/30/20. Laptop did not work from the first use. Problems- nothing will load, computer is too slow to load any website, video, call, etc. Internet will not stay connected (have tried connecting at different locations, different ports and Ethernet and Wi-Fi). Oct 2021 the computer tried to update to the next windows update, and we could not get passed a screen for updating.

• First communication with Costco Concierge – Cheyenne, case#[protected] gave instructions for updating, none worked. Next step was to purchase a flash drive and download a recovery drive from Microsoft windows. That was completed and did not work.

• Second communication with Costco Concierge- Wiley, Case#[protected], gave instructions that I was not supposed to download the recovery drive from Microsoft but from HP website. That was done and did all steps for automatic repair. That step rebooted the computer, and it was able to turn on. After using the computer nothing has changed. It is still too slow to be able to use, internet disconnects, and nothing can load. Also used an ethernet plug in and ran updates and nothing has changed (as told to do by the concierge.

• Third communication with Costco Concierge – Jasmine, case#[protected], gave instructions to call Citibank for warranty information.

• Fourth communication was with Citibank benefits – Travis, case#[protected] and received email to send documentation for warranty and benefit information.

• 5th communication I received an email from Citibank stating that my claim was denied because the warranty was out of time. Every concierge I spoke with said I was still in range with a warranty.

• 6th communication- I spoke with Janelle 3/14/2022 at Citibank and said this was a Costco issue and the warranty is with them.

• 7th communication was with J 3/14/2022 (very rude concierge). Explained everything again, looked up my claim and went through all the protocol again for about an hour and said she would call service to have them do the next steps. After 30 min on hold, she said they denied my claim since it has been over 7 days. It has been over 7 days because I have been waiting on Citibank. J told me the warranty is still available till Dec2022. I would like to send this lemon computer in and no one can help.

Morgan Brody

Member#[protected]

On February 20, 2022, I went to the Costco in Charleston, SC (store 360) to inquire about returning my engagement ring (Ecom order # [protected]) and (item # 958953). Since the ring was purchased over a year ago, I was not sure if Costco would even be willing to accept the return. However, after speaking with manager Chris K., it was clear that I could return the ring. In addition to speaking with Chris about returning the ring, I also stated my concern about needing to make sure the refund would come to me (per our agreement, anything in my possession is mine), not my husband, even though he is the one who purchased the ring. Again, Chris said this would not be a problem since the refund could not be returned to the Mastercard used to purchase the ring (no explanation given). Chris told me that all they needed was my phone number, which is listed on the golden receipt given to me (see attached), and that I could expect a call within a week (after the ring was sent off to be appraised) and could arrange how I wanted the refund over the phone. On 2/26/21, I received a call from a friend asking if I saw my husband's Facebook post (see attached). In the post, my husband let the public know I returned the engagement ring and the money is coming to him (see attached email from my husband regarding the return). I called Costco 360 and spoke with someone at the membership desk. She informed me that my husband came in the previous day and was given the costco.com phone number to contact in regards to the ring. She then gave me the same phone number and told me there was nothing they could do for me at the store (after I explained the situation). I spent over 2 hours on the phone with someone from Costco.com. Although the lady I spoke with tried her best to assist me, she was not able to do anything for me. Later that same day, I went back to Costco 360 and asked to speak with a manger. Roy was the manager on duty and was less than pleasant. He basically let me know that it is Costco's policy to refund the money to the purchaser and that it didn't matter what was told me. How can you all tell customers whatever you want to tell them and then not accept any responsibility or take any accountability for the damage caused? I am not disputing your policy, but that is NOT what was communicated with me. Had I known that my husband would received the refund for MY ring, I would have NEVER left my ring with Chris. I am now out of the refund and my ring as I told Costco I would like my ring back since they were not able to honor their word and issue the refund to me. I was informed by Costco that I couldn't have my ring back either. On top of all of this, I contacted your corporate office on Monday, February 28. An email was sent to James (the general manager at Costco 360). I was told I would receive a call within 2-3 business days. Today is March 8, 2021 and I have yet to receive a call. I have since called corporate back and left a message with the lady I spoke with originally (Carlie), but haven't heard back from her either. My husbandhas been warned not to contact me by our lawyers. I have not spoken to him about the ring or the refund.