Costco
Reviews and Complaints

I have had an Executive Business account with Costco for many, many years. I have had the CitiBank Visa through Costco since 2007. I have ALWAYS paid my balance in full every month all those years. My credit limit on this card was $33, 000 (I never came close to that). Imagine my surprise when I receive an email from Citi telling me that my credit limit had been lowered to $1, 500 and NO cash advance allowed! They based the decision on the Equifax credit report, and that I would receive a ltter in the mail explaining their decision. When I checked Equifax, my credit score was 791 with NO late or missed payments and no account balances over limits. I waited for the letter from Citi, and when received sent them a letter in return (at that point, a snail mail letter was the only option open to me). Then a second letter came from Citi, telling me to call with information on my income and my monthly mortgage payment information. I called, waited forever on hold and when I did finally talk with a representative, was told that my account was locked and nothing could be done about it. And, no, I could not speak with a supervisor. And that was it.

Why in the heck did you reduce the amount of Paper towels and now TP in each pack. Cost is now the same. WT Heck
Why Why Why Why Why Why Why Why Why

Bought the Golden Nest soup from Costco. When drinking one of the bottles, my throat felt so hurt! I tried to spit out everything, but some teeny tiny pieces were still in my throat! Rinsed many times finally spat out all of them! I saw glass chips lying there. One is bigger and recognizable, others are all very tiny. I collected the bigger one and put it back to the original bottle and found there still some tiny chips at the bottom! I can't imagine what if I swallow them! This is so terrible! I hope there are not any other product like this on sale and nobody else get hurt! OMG!

I've started a claim July 31/2021 with the Concierge service.
I've had to call multiple times to get information on the claim.
August 27th a repairman came out and stated that he needed to order a part and that it would be in the following week.
Date set for repairman now is Oct 12/2021.
I find it unacceptable to be without a washer when I've purchased the extended warranty to avoid this problem.

I had a prescription sent from CVS to Costco Dallas because they had an online coupon for $8.05 compared to $30.00 with CVS. the prescription was sent over to costco and when I went in to get my prescription filled they stated they wouldn't honor it. If the coupon is online I would think they are liable to honor it.
If they don't support the coupon it should have been removed from the internet.

First I need to say I already let the membership manager cancel my Auto renew this March, but recently I got the membership renew bill from my bank.
And then, when I tried to call [protected]...for 65 minutes, NO ONE ANSWER!
Interesting, I put my phone aside.
And then, till my phone out of power, NO ONE ANSWER!

Costco DELIVERY SUCKS
Order number [protected]

I'm expected to have my washer and dryer today. And I **MADE BUNCH OF COSTCO LOGISTIC CALLS** to indicate and trying to make sure the delivery time, since the building service elevator will close at 4:30pm that is **normal** in NEW YROK and is something that I said in front, and that is something I cannot change.

Logistic team promised me they will come at 3pm, or latest 4pm since they made call. Guess what? The delivery team doesn't show up, and there's no even one phone call to me. No phone call one day before, no phone call today. No notification on anything. nothing!

Now, I have reschedule this [censored], I also have work, and I have to ask time off from my company, I wait a whole day in vain for nothing, and I have to ask another time off to wait it reschedule which is not even my fault, and plus request time off is hard, who will reimburse the lost?

Let me conclude,
1st I don't think it's my fault, because I said in front, and in several times, that I cannot accept deliver after 4:30pm, because it's not I cannot, it's building cannot, and it's normal in New York.
2nd, Logistic team made the call to delivery, and the delivery said they will arrive at 3pm, or latest 4pm, which they didn't.
3rd I suppose/expect to get a notification on delivery schedule call, one day before, and delivery date, which I got nothing, not even a phone call from delivery company.
4th, with such incorrect information, with such unpunctual behavior from delivery, it waste me bunch of time. I have to make the phone call, you don't know how long I have to wait in line, and I have to request time off from my company, and I have to request another time off from my company again, which is super hard. Now who will reimburse all time for me?

I use to love buying the kitty litter at Costco. I have three cats and it's nice to always have that extra litter on hand to add to the litter boxes. I have noticed the past while that there's now a scent to the litter. I absolutely deteste scented litter simply because when the cat uses it, the litter produces a 'scent'. I find the smell very overpowering and sickening. My litter boxes never had a smell. Something I was always pretty proud of. Now when I walk in the door or am close by to the boxes I can smell that sickening scent. The scent is my biggest issue but for something being 99% dustfree I'd be interested to see something with a lower percentage. This is terribly dusty and my little closet where they go to use their boxes is full of dust. I clean two boxes out once a day and have been known to do it twice. Can you sell something unscented with less dust? Please! Thanks for your time.

My banking information was hacked through another vendor causing all my auto payments to reject! I make two payments to my CItibank per month, I forgot to update my auto payment info but made the additional payments with my bank card which was not compromised. Three of the auto payments were returned but they did receive my extra payments. I incurred fees which is fine but they closed my account causing me to loose the $300 in cashback I had earned. Wrote a letter, showed proof of the breach to no avail. They cancelled my card and lost my cash back. I have never been shown such lack of concern from a CC company and I had Citibank in the past. Very poor customer service. My card was cancelled in June while I was on vacation, I called while out of town and wrote a letter when I returned beginning of July, wrote a letter to them begiinning of August and again at the end of the month. Kwanda Moody Costco member since 2007

Recd my invoice and noted a 1.83 penalty. I contacted their [protected] and started to speak to some intellectual named ED. I could not remember my secret word, thus he was obliged to send me a text. Provided him with my cell phone, and the intellect informed me that was not the correct number. I read the text to him, 676586 and he stated it was incorrect, explained it was the damn number he sent and he hung up. Spoke to several persons following the saga with IQ ED. The supervisor was just as obnoxious and could shut up and tried to talk over m several times. I guess they need the 1.83, she explained that the way the charge interest, I explained to her Once the invoice is received it is paid within 48 hours by FIdelity Bill pay. ADvised her if my name was rosenberg and or cohen i would have been treated differently..She began a dissertation about ethnic hiring etc etc..Just to make her self heard and say afterwards "IGUESS I TOLD HIM" How sad that Costco is associated with this low level bank &employees

I am reaching out to you because the above-mentioned contractor was sent by Costco to replace two HVAC units. I was very happy with their initial work on 6/25/2019 and had no complaints. However, 10 months later, 4/29/20, one of the HVAC units stopped cooling. We Care Plumbing was called and they serviced the unit and pumped some sort of liquid that the technician said would detect a leak, if one existed.
The same unit was not cooling again and the contractor was called to come back on 5/3/21. They discovered that the leak was in the evaporator coil. I was charged $78 for their visit and notified that the evaporator coil was covered under warranty but their labor cots of $1, 236.00 was NOT! They claimed that their labor was only covered for 12 months after installation. I stated that I had reported the failure of the unit 10 months after the installation, that they pumped the leak detection fluid and now the leak had presented itself. Therefore, the unit and the labor should be covered.
I purchased two units and only one failed. Obviously, it was a defective unit and I should be covered!
I tried to make We Care Plumbing understand my predicament but they would not budge with their stance.
Today, I am only using the downstairs A/C so you can imagine how uncomfortable it is to sleep at night without upstairs A/C.
Can you help?

Antonio Gonzalez (#[protected])
[protected]@aol.com
[protected]

I purchased a whirlpool stove on Costco.com. The stove was delivered Aug 31st. The installer came the same day. The put the stove on bake and was advised to let it finish so it can burn off the new smell.
When the stove finished I approached it and was shocked by the heat coming from it, I tried to touch it but it was too hot to the point that I could have burned my finger. I have a 3 yr old son and a 95 yr old mother who can get seriously injured. Also because of this abnormal heat, I feared the stove could explode or start a fire. I immediately called Costco logistics and was told that someone had to come and check it before it can be returned or exchanged. They scheduled it for the following Tues, 9/7. I told them I was not comfortable having this stove for a whole week in my home plus I have been without a stove for 3-4 wks. They gave me a phone number and advised me to call in the morning to see if they can come earlier. I called the next morning and an unpleasant woman told me they ar installers and do not check stoves. I called Costco again and was told that they have it scheduled for someone to come on 9/7. I assumed the phone number they gave me originally was incorrect and I left it at that. On 9/6 I called Costco to confirm that someone was coming the following day, in which the person I spoke to checked and confirmed someone was coming. They were not able to provide a delivery time window but said that I was in as the first stop and to call in the morning for a time window. I called the next morning and was told that I was scheduled for 9/8 not 9/7, at which time I informed them that I waited a whole week and made several calls to confirm and that I will not wait another day and reiterated that I had a 95 yr old mom and 3 yr old child and could not afford to continue to order take out. They put me on hold and then transferred me to another dept. The gentleman at Logistics said he would make a phone call and take of everything (heard that numerous times during my numeros calls). The gentleman from Logistics came back on the line and said he spoke to the installers and the woman said that they don't do checks and that she already explained that to me. At this point, I could not take anymore and informed the gentleman that I would like them to take this dangerous stove back. He transferred me to costco.com and they documented a return and then said they had to transfer me back to Logistics to schedule the pick up. Logistics informed me that I had to wait 5 to 7 business days to receive a call to schedule pick up. I informed them that this was unacceptable and that they needed to pick it up immediately. I explained my fear of my family and I being vulnerable to a dangerous stove, and explained about my elderly mother and 3 yr old son. He said that the return was not yet in the system and I should call back later that day. I called again later that day and as usual was informed that they would take care of this for me and placed me on hold for a long time. When they came back I informed them that I wanted to speak to a supervisor. I was again placed on a long hold and when the person returned to the line I was told that it is now in the hands of a supervisor and the supervisor would try to expedite the pick up. The following day I called and asked for a supervisor, they made me explain the whole thing over again and finally put me through to a supervisor, Domenique. Domenique said she would take care of this for me and would make some calls for an immediate pick up, she had me on hold for 20-25 minutes and then disconnected the call. When Domenique did not call me back I called and asked to be put through to Domenique, after having to go through the whole story again they finally put me through to Domenique who said she will make some calls and call me back. I told her that I prefer to stay on the line until this is resolved. I had mentioned to her during the first call and during this call that I ordered another stove and it was coming Mon 9/13. She came back to the line to say I had to wait 5 to 7 business days for everything to go through the system, I explained that I waited 7 days for someone to come and check the stove only to find out no one was scheduled to come so I consider it that I already waited 7 days and that they should make an exception after treating a customer so badly. She once again put me on a long hold and came back to say that the best she could do was have them pick up either 9/10 or 9/16 but she would know for sure later that day and that she would call me back that day 9/8. Today is 9/9 and no call. What do I do when my new stove arrives on Monday? A copy of this will be sent to the BBB, consumer affairs and the Attorney General's office.

I have purchased Costco farm raised steelhead many times from the Reno, NV Costco. 3 of the last 4 the fish has a strong non-fish odor and cannot be consumed. In fact, it must be sealed and thrown away. You must know what is going on and must have had many complaints.

Costco has closed all in store photo depts. Now have to send photos online to one place in Vancouver. It takes five to seven days before processing. If you purchase different sizes in same order, they are sent in different mails and charged postage--often more than the cost of processing. Nearly three weeks now and still no photos. Promised tracking- but no tracking is available.

i shopped today at your arlington, va store. One item did not get charged in my cart because of a problem with the ipc code. i was asked to return to the cashier and then waited 15'minutes for the store to go get the item and rering it.

i suggested to the employee and to the manager that as it was not my fault, i should not be the one who is inconvenienced.

jessica the manager agreed that it was unacceptable that i had to wait 15 minutes but said there was nothing she could do.

i suggested she give me the item for free (if it's stores mistake not mine, this is what whole food does) or a $5 gift card as safeway and giant donif the item is more than $5. This is a courtesy that the stores do to acknowledge that a mistake inconveniencing the client happened. it's part of customer service; not required.

jessica interrupted me repeatedly, asked me rhetorically whether i thought it was fair to get an item for free (i guess shaming the customer is what you train your managers to do?) and said there was nothing she could do. It was nit fair, she said, but that's just bad luck. Interesting customer service for a membership supermarket!

here is your policy as jessica explained it to me: if we overcharge you we recharge you the correct amount…unless we or you don't catch it; in that case we just keep the extra.

hmmmm. heads we win, tails you lose. that seems inconsistent with your whole customer service concept….what a shame your manager did not see an opportunity to show costco's dedication to its customers, instead she only focused on a $10 bottle of juice. that's bad business; disappointed.

gustavo delgado [protected]

I get that the pandemic has caused irreversible damage to just about everything in our world and what I heard today is an just another small example of how bad things have gotten in people's minds. When leaving the store, I overheard the 2 ladies at the exit who were checking receipt items, having a conversation. One lady said she couldn't believe how many people were not wearing masks at the Quidi Vidi event. The other lady commented "I hope they all get infected" as she looked me in the eyes. This person should be very ashamed regardless of her level of intelligence. This person obviously believes the worst possible outcomes as the media has portrayed and I believe is partly why I found it so disturbing. Until Costco implements an education program that addresses the medical privacy laws and discrimination against customers, I will not be shopping there again. I had at least 3 similar interactions in one visit. I cannot risk getting upset over such things as this. People are losing themselves and it is very sad to watch.

I just would like to bring this incident to your attention. I bought 2 boxes of A2 Organic Milk 2 last week. Upon opening, we observe black spots on the side of the spout. Not sure if these are molds or other foreign objects. We also don't know if the content was also contaminated. We checked the other 5 tetra boxes but did not observe any similar observation. Attached are the photos with the lot codes.

Let me know if you need the actual tetra box, otherwise I'll dispose them today.

Aug 25, 2021 order placed for grocery items. Late evening I received an email that 1 item was unavailable and reply to email to cancel order. I did this 2xs.
Aug 26th, I started a chat to confirm it would be cancelled. It went to Resolutions Dept. Later in the day Resolutions email said unable to cancel! I called and did another chat to cancel - This still has not been shipped! It should be cancelled before it does ship!
I am in Florida. This is going to my mother in New Jersey in an assisted living facility. They and my mother, who is 95 are both unable to refuse the package or pack and reship! Did i mention it still hasn't been shipped.
Meantime, i had groceries sent through Instacart T
You will now be sending her a duplicate of Costco sized boxes to a 95 yr old!
Your email said I could cancel the order!

Ordered a brand new suite of appliances from Costco. Received the microwave on time, everything else was delayed without explanation. Finally installed. Washer/dryer, installed incorrectly, water line to dryer not hooked up due to install team not having ANY tools!? Did not install w/d to pedestals, just sat them on top. Only hand tightened water line to washer, which leaked for 2 weeks until second install team showed up. No, water was not noticeable before then.. Fixed when fridge and stove were installed. Install team was clearly annoyed they had to do that as well as install the two items they were scheduled to. They were hurriedly trying to leave. Upon bringing in the fridge, they refused to do so without having our sliding door removed so that they didn't have to do more work and unhook the bottom fridge door. They told my husband to remove door, he tried with them impatiently waiting. The door wouldn't come off and the rollers broke in the process. Have been trying to work with customer service to get either the door replaced or rollers fixed as this was on them for refusing to just do their job and remove bottom door of fridge, which they ended up having to do anyway, It's been two months, this is hands down the worst experience, I would NEVER use costco again for appliances, the delivery service is atrocious. They do NOT stand by their deliveries. It just gets shuffled around until they wear you out.

The product does not perform as promised and they have cut back product support - no longer do they conduct support over the phone if your system was purchased two years prior or longer.
The system is supposed to provide access to the cameras remotely, via your phone, tablet or computer. This requires their service to link your phone app to your DVR. They do this through a "peer-to-peer" or proxy server. This is an ongoing service that they must provide in order to make the system function as advertised - an ongoing no-fee service that is integral to the value of the product - without it, the product is not anywhere near as worthwhile. Anyone buying ANY such system, expects such access.
The problem is that the proxy service is often down and there is no indication what the problem is.
Secondly, and more importantly, they never acknowledge that the problem is on their end. Instead, they GASLIGHT the customer by suggesting that the problem has to do with the customer failure. They suggest that any of the following is to blame: internet service or internet speed; failure to update to the latest software or firmware; they insist that REGULAR and REPEATED re-boots are the solution - they even made me restore the device to factory defaults and completely reset and re-setup the system.
This is an absolute failure on their part to deliver what was promised. That this system would perform the remote access function was primary reason for most everyone who would purchase this system.
Costco needs to weigh on this and use their market power to influence a positive outcome for the customers that trusted Costco to market a supposed quality product.