Costco (Canada) Customer Service Issues

I received an email notifying me that my Costco.ca order was cancelled without any explanation. Unfortunately, this caused me to miss out on the sale that ended on October 21st. The email provided the order number as [redacted]56 and stated that my credit card was not charged. It also mentioned that if the purchase was made using a Costco Cash Card, it would be reloaded within 24-48 hours. I was advised to review the information provided and make any necessary changes if placing a new order. The email instructed me not to reply as it was automated, and suggested contacting Customer Service for assistance if needed.

Hello, I filled up at Costco on 11/12 for approximately $60. My recent Canadian Tire MC statement shows an extra charge of $[redacted] on the same day (twice what my tank can hold). Upon contacting Canadian Tire Financial Services, they explained that some gas stations, including Costco, place a temporary hold for double the amount if a card is tapped instead of inserted. They assured me the excess charge should be resolved within 2-5 business days. I've never encountered this before and would like confirmation on this policy. It would be helpful to have clear indications at the pump regarding this practice. Thank you. Regards, Maja Z.

I visited the Costco Tire Center in Peterborough, ON on November 7 to schedule the installation of new winter tires. I paid in full and was informed that it would take 7 to 10 business days for the tires to arrive. On November 16, I attempted to contact them by phone three times. Twice I received a message with a quick hang-up, and the third time I left a message on the answering machine. After not receiving a call back for 24 hours, I phoned again and left another message. I finally received a callback a few hours later. The service representative mentioned that the tires arrived on November 12 but had trouble getting through on the phone. Despite my efforts, the earliest appointment available for installation was December 12. Due to the delay, I had to reinstall my old tires, which are causing steering vibration. When I expressed my concerns, I was advised to arrive at 6 a.m. in hopes of a first-come, first-served slot. I believe due to the lack of communication attempts from their end, they should accommodate me with an appointment, even if it's before regular hours. I'm also disappointed by the lack of a designated phone line for complaints.

I have been a loyal customer for many years and rarely return items. Today's experience at the Costco on 35 John Birchall Rd in Richmond Hill, store number [redacted], left me extremely upset. I tried to return some lunch bags and a leggings at the customer service, but due to the long line, I decided to do it on my way out. I placed the items in my shopping cart, and no one checked or said anything to me at the entrance. When I reached the cash register with my husband and my 86-year-old mom, the cashier asked about the items. I explained that I wanted to return them, but she said it was not allowed. Despite having the receipt inside the lunch box, she scanned the items and called for a supervisor. The cashier was incredibly rude and disrespectful, making me feel like a thief in front of my family. I felt insulted and mistreated. I wish to file a complaint about the cashier named Selen and the poor customer service she provided. It was a disappointing and humiliating experience. I hope Costco can address this issue and provide better training for its staff. My membership number is #[redacted]41, and my purchase was made on [redacted]/01/27 at 13:34:19 and 13:31:15 with invoice numbers [redacted] and [redacted].

I recently discovered that one of your managers in Orillia is involved with my wife, Pamela Long, who works in the pharmacy. The manager from the Orillia photo lab, whose name is Nad, has been engaging in inappropriate behavior with her. I kindly ask for discretion regarding this matter as Pam's ex-husband is now reporting it. This situation has deeply affected me as we were married for 22 years and have three children. I believe some action should be taken to address this issue. If they had been more responsible, my children would still have both their parents.

To the concerned party, I recently utilized the services of Inova Insurance Brokers, the exclusive insurance broker recommended by Costco, for my car insurance. Despite not offering the most competitive rates, I decided to give them a chance due to my Costco Executive membership. Unfortunately, my experience with Inova was unsatisfactory. Although I had no claims, when it came time for renewal last month, they unexpectedly raised my premium by 30%. After enduring a long wait on hold, the representative could not provide a satisfactory explanation for the increase and simply offered to research other insurance providers with lower rates. Discouragingly, I found better quotes through my own online search and opted to switch to CAA, whose premium was even lower than what I paid with Inova last year. I mentioned to the Inova agent the frustration caused by prolonged wait times on the phone and suggested they consider implementing a call-back system to enhance customer service. In light of these issues, I have decided not to continue using Inova Insurance Brokers in the future. The lack of benefits provided by this Costco-affiliated broker has left me unimpressed. Sincerely, E.K.

I have Palazzo bar stools that have been in use for several years, but unfortunately, I do not possess a proof of purchase. Despite light usage, the material on the stools has significantly peeled off. On your website, it is stated that the material is commercial/contract grade with a [redacted],[redacted] rub count test. There are no children in the household, and the chairs have been gently used. I would greatly appreciate your assistance. Thank you.

I visited Costco on Fort Road in Edmonton, Alberta, Canada yesterday. While waiting in line at the food court, I witnessed a disheartening scene. The staff threw out two full pizzas, brought out two new ones, disposed of five sandwiches, and discarded around 15 chicken wings. It was quite upsetting to witness this waste of food. I believe it could have been better utilized, either by offering it to the homeless or following the example of Esso, which gives out surplus food to customers. I suggest considering alternative ways to handle excess food, such as donating it or offering it to customers like me who would appreciate the opportunity to enjoy it instead of seeing it go to waste. I hope we can address this matter together. Thank you.

I placed an online order at the photo center on Dec 8, [redacted], scheduled for pickup on Dec 11. Despite receiving an email confirmation on the pickup day, the store stated that the machine was down, causing a delay in my order. Since then, it's now Dec 17, and despite multiple attempts to reach out to the store and the photo department, I have had no success in getting an update on my photos. My attempts at contacting the administrative staff were met with swift transfers back to the photo department, which unfortunately went unanswered. While I acknowledge busy holiday seasons and technical issues, the lack of customer service is disappointing. I'm considering renewing my membership but hesitant due to this experience. Although the store has quality products, it's frustrating when faced with issues and no assistance available. This occurred at the Windsor, ON location.

My partner and I visited the Costco in Edmonton near Yellowhead and [redacted] Street without being Costco members. We were contemplating getting a membership because he wanted to purchase a TV and I had a few other items in mind. Prior to committing to the costly membership, we wanted to explore the deals to assess its value. Upon trying to enter, the lady at the entrance asked for a membership. Although I tried to explain our situation, she repeatedly interrupted and directed us to customer service in a loud manner. While I understand the need for protocols, the staff should not yell at customers. I remained calm and respectful throughout the interaction. A brief explanation from her would have sufficed. Unfortunately, she did not listen to us or provide a reason for directing us to customer service, besides insisting on purchasing a membership first. I felt her behavior was extremely rude and it has negatively impacted our view of Costco. Consequently, we chose to leave as we do not deserve such treatment. We have reconsidered obtaining a membership if this is the standard of customer service. I do not know her name specifically, but she was a middle-aged, Asian lady, of shorter stature. I am reaching out in the hope that she and other staff members receive additional training on customer interactions.

Costco appears to be the only store not providing bonuses and wage premiums to its employees during the pandemic. As a concerned customer, I have noticed that other stores like Loblaws, Walmart, and Metro are offering their employees extra support. I believe Costco should also be doing more to help their hardworking staff both financially and emotionally. It is important to prioritize the well-being of employees during these challenging times. Hopefully, Costco will reconsider their approach and take care of their employees like other major stores are doing. James and Marlene Flint.

I am incredibly disappointed with the Richmond, BC branch of Costco. Despite being frustrated with it on a regular basis, I am now extremely upset. The designated shopping hours for seniors and handicapped individuals are from 8 to 9, but I saw numerous able-bodied people misusing these privileges, including some very young-looking seniors. When my son questioned one individual, he was rudely told to mind his own business. Additionally, there seems to be a disregard for the maximum capacity of 50 people in the store. The situation is chaotic, especially with the lack of parking available. I joined Costco when the Richmond store first opened in [redacted] or [redacted], but with each visit, the experience deteriorates. As a senior, I would prefer not to visit another Costco location and simply tolerate these issues, but there is a pressing need for changes at this branch.

I tried to place an order on Costco.ca on Monday, May 18. Unfortunately, the shipping address did not show up during the review, leading me to assume it was set to my home address. The confirmation email revealed the package was going to the wrong province. Despite efforts to cancel within an hour, I was unable to correct the mistake. I encountered issues navigating the website to find assistance and received no response to my messages. When speaking with customer service, I was informed I needed a tracking number to return the package, but UPS stated I had to contact the sender. Feeling stuck, I now face the dilemma of the package being delivered to the wrong address. I seek guidance on how to address this issue with Costco.ca.

Hello, I have a medical exemption from wearing a mask and I wanted to check if I would be allowed to shop at Costco. Based on my conversation with the Simcoe District Health Unit, they advised that businesses are not required to remove individuals with exemptions, and therefore, there would be no liability on your part. I was informed that I do not need to provide documentation, just communicate my exemption status. It was also explained that although businesses have the authority to ask individuals to leave, most are concerned about potential closures, which would not apply in cases of lawful exemptions. The regulation stating mask-wearing exemptions for health reasons or religious beliefs recognizes those who are exempt must only say "I am exempt." I can provide additional information from an article by Doug Ford if needed.

I recently visited the Costco gas station on Walker Rd. in Windsor, Ontario on Saturday, September 5, [redacted], at 11:00 am. The process was frustrating due to members not moving their vehicles forward after fueling, causing long wait times and potential safety hazards. Despite four attendants being present, they were not coordinating the flow efficiently. When I spoke to the manager, Scott, he mentioned they couldn't force members to relocate their vehicles. As an Executive member for 25+ years, I expected better customer service. Costco should enforce a policy where members move their vehicles after fueling to prevent accidents and ensure a smoother experience for everyone, especially disabled individuals. If this issue persists and leads to accidents, I will be forced to take action. Effective coordination is crucial for member safety and convenience at the gas stations.

I would like to raise a concern about a manager at the Costco warehouse in Richmond, British Columbia, Canada. His name is Michael. I found his behavior to be disrespectful and potentially biased. During a recent return visit on February 26, [redacted], an employee named Rowena was unable to provide my previous purchase history due to privacy policies. Despite this, Michael intervened abruptly and asked me to leave without fully understanding the situation. I felt mistreated and believe his actions were unfair. It appears that this may not be an isolated incident and could potentially be related to discriminatory behavior towards Asians, as per my personal experience and what I have heard from others. I hope this feedback can lead to better customer service practices being implemented at this location.

I have contacted several numbers but have been unable to get assistance. My wallet was stolen at Costco on 75 E Hills Blvd SE in East Hills S.E. It appears the thief took my wallet at the produce section, removed money from it, and then left it at the front desk. I have discussed the situation with a manager who mentioned they would look into it, but after follow-up, they stated they couldn't compensate for the loss since there are no cameras in the store. Despite my efforts, I have not been successful in retrieving my money and am seeking a resolution.

I wanted to share my experience at your Orillia store on Saturday, March 6th, [redacted], at 9:15 am. When I approached the registers, I found a line of around 10 people, all directed to use self-checkout as there were no registers open with cashiers. A senior customer expressed discomfort using self-checkout and was informed it was the only option. The lack of choice surprised me; customers join Costco and pay for memberships with expectations of service. With social distancing in mind during the pandemic, the cramped self-checkout setup was disappointing. I plan to give Costco one more chance, but if this becomes the norm, I will seek another store. Many members were frustrated, but it seemed unnoticed by staff. I do not expect a reply; I simply wanted to share how your members feel. Thank you.

Hello. I am puzzled about the policy at Costco that prohibits customers from bagging their own groceries. During a recent visit to a Costco in Calgary, Alberta, I inquired about this rule to the cashier. However, when the manager was called over, I was not given a clear answer. The groceries I purchase are handled by multiple individuals before I leave the store, and the inconsistency with other grocery stores where I can bag my own items leaves me confused. I am struggling to understand the reasoning behind this policy and how it aligns with the practice at other stores. As a loyal Costco member, this situation has left me feeling unsure. -Rose-Anne B.

I received an email about KN95 masks being on sale online, so I ordered 2 boxes. The following day, I found them at a lower price in-store and bought 2 more boxes. I tried to cancel my online order but had no luck, so I returned them to the store. Unfortunately, I was not refunded the two $3.00 surcharges. I don't mind the surcharge for online orders, but I am frustrated at missing out on a better deal in-store. This experience has made me hesitant to trust online sale emails from Costco in the future. Now, I am out $6.72 and disappointed in the communication about sales.