Costco Head Office (Canada)
Costco Canada
415 West Hunt Club Road
Ottawa, ON K2E 1C5, Canada
Costco Customer Service (Canada)
Phone: 800-463-3783 (general)
Phone: 888-426-7826 (shopping support)
Email Support
Write your complaints or feedback on Costco products or services to service@costco.ca
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Locate Costco Stores (Canada)
To locate a Costco store nearest to your city click here. You can search by address, zip code or city name.
Costco Online Store (Canada)
To shop for products online click here. Listed are products such as electronics, computers, grocery, appliances, jewellery, office products, furniture and health, beauty products and more.
About Costco
Costco was founded by James Sinegal and Jeffrey Brotman in the year 1983. It is today world’s largest wholesale club that sell merchandises at low prices. Costco currently has about 592 warehouses, with 429 located in US, 82 in Canada, 22 in UK, 8 in Taiwan, 9 in Japan, 3 in Australia and 32 in Mexico.Read More
I was at Warehouse #551 September 27 2022 @12:50pm. A member of staff approached my friend and I in an aggressive manner asking if we were talking to him/about him. Up until that point we had not even noticed this employee who was unloading carts at cash and was serving customers and we were two carts away. We both felt uncomfortable about the exchange and notified a Costco member who was directing cart traffic at the front of store. Nothing was said or done ….ie management was not called. The situation escalated when we asked if the employee not be around during the Transaction because the employee was showing and verbalizing aggressive behaviour. I had to seek out management to lodge a complaint, no one came to our assistance even though at this point I am visibly shaken from the whole encounter. Manager was unapologetic, took our information and said he would reach out to us. Over 24 hours later and no contact. Tried to email the company but the email was sent back saying the server was no longer in service. All in all, a really disappointing experience. The customer has ZERO recourse, they protect their own at Costco.
Today I was very disappointed with the Costco store in Langley BC. First let me say that as a senior I appreciate the early hour when we can shop with less people in the store. BUT today there were only 3 cashiers available and they were all bunched together. This meant that when we paid we were close to the people at the next till!!! There appeared to be no reason why the other cashier/tills couldn’t be used. Very poor setup on the part of Costco!!!
I went to Costco for the first time since the pandemic. I was extremely disappointed. They do not sanitize the carts. So everyone touches the dirty carts Also when we checked out three different people touched my groceries and there is no hand sanitizer for them to use in between customers. I’ve never felt so unsafe since this pandemic started and I work in pharmacy where I touch people’s prescriptions. And they also don’t clean the pin pads in between customers
My card expired Sept2019. When I phoned the first time I was told it would take 10 bus.days. card didn’t come so I phoned again. Was told again it would take up to 10 bus.days. Still nothing. Phoned again and was told a card can’t be send to a post office.. We live out of town with no mail service. That’s why we have a post office. I was told to contact Canada post and they got mad at me for not having a tracking number.
Phone Capitol one again and was told I should receive a new card again in 10 bus.days
So fed up. Is that how you treat a customer that always pays the balance of the card for over 20 years? The biggest mistake Costco made was changing to MasterCard. Poor service and no respect from that company.
Last month, I wrote a comment about the exceptional service I’d received from Costco.
This will be my second time writing to Costco in all the years I’ve been dealing with you.
Yesterday, I picked up 3 items at the pharmacy, and paid for them, at the pharmacy. Since this was a first, I presumed, wrongly, I guess, that I could just leave with my paid purchases. I got to the door, which in fact was the “in” door. The employee would not let me leave, advising I had to retrace my steps, and go through the out door, per company policy. The employee at the out door, could be seen, three feet away. I asked her to just show the girl my receipt and verify the item count and let me out that door. Nope,,Costco policy says that is not allowed. Again, I was not trying to “get away” with anything. It was an innocent mistake, never having paid for items at the pharmacy, thus, not knowing the “rules”.
I am 72 years old, with spinal injuries; so, to have to retrace my steps, to have to walk back several hundred feet, then several hundred feet back out the proper door imposed a daunting physical hardship on me. It was not an intentional move on my part. Spoke to two managers who, although they sympathized with my predicament, would not allow any deviation to the policy.
My question then, is, what is the proper procedure after paying at the pharmacy. Is the expectation that I should then stand in line, at the regular cash registers, to exit the store? Why would the pharmacy clerk not have advised me as to the proper exit procedure when articles are paid for, at the pharmacy. I am all for following rules, when they are apparent.
The employees were all totally polite and respectful, but, I felt they were lacking in common sense and compassion. I told them that going back then out the correct door, was going to be a physical challenge for me, but, again, they were only following company policy.
So, although I would like to say I will never go back to Costco, I know that is not realistic, so, please advise me as to how I should have proceeded to exit the store once my goods were paid for.
Thank you, in advance.
Linda Hachez
Membership # 316959892001
I have just had a set of winter tires installed at the Costo Ajax store. Made an appointment for 12 Noon. Arrived well on time. Was told would be done by 1.
Job completed by 1:30. Since it was later than 1, I watched the job in progress through the glass window. At no point did I observe the “torqued” wheel tightening they boast about. I am an engineer – I know what “torque” means, as well as the process.
The mechanic seemed to spend a lot of time “socializing” with the other mechanics – guess that explains the delay, and, subsequently discovered, sloppy work ethic.
More important – I picked up the car, after the tire installation, and hit the highway to home. A few minutes later the TPMS (tire pressure monitoring system) showed an alarm of tire low pressure. I immediately pulled off the highway and drove to a nearby gas station. Found 3 tires showing 32 psi and the fourth tire showing 12 psi. Yes – 12 psi. Required pressures are 36 psi. I pumped up the tires and made my way home, a few minutes away. Found all 4 tires pressures unchanged when I checked a few hours later. Clearly, the mechanic’s sloppiness was not confined to just not torquing the wheels, he also did a very sloppy job refilling the tires after the balancing.
On Nov.15, 2018, I and my child had an uncomfortable and awful experience at Costco Winnipeg Kenaston located on 2365 McGillivray Blvd, Winnipeg Manitoba Canada
The staff member name Tiffany is rude and ill-mannered to us. She is helper for cashier; she wears glasses.
I am so disappointed Costco’s services, because Tiffany gave two empty boxes to another customer who was after me; and she didn’t ask me need box or not to sorting my purchased stuff. I had asked her help to get me box; but she refused to do so. and SHE SAID “I REFUSE TO TALK TO YOU”; this attitude and patients is NOT customer service should have. Hope Costco can be a better place for shopping.
I’ve done business since 1986 with Costco. The first store was down the street in burnaby. Never had any issues all these years. Online or in store till now.
For all you Lego owners, you know some of this stuff is not cheap, and the box can be just as important as it contents. I recently ordered the LEGO® Creator Volkswagen T1 Camper Van. When it arrived i opened the box and inside was the manufacturers box safe and sound. In oct. i ordered the LEGO® Creator Tower Bridge. When it arrived i removed the brown shipping wrap and under that i found the manufacturers box all beaten up. I want this replaced, i would like it properly wrapped so the manufacturers box doesn’t get damaged like the Camper van i bought. So far this has been a nightmare, numerous e-mails and 4 telephone calls, from Costco more or less trying to get me to keep the damaged goods. “I want to confirm you wish to have this item replaced” the conversation starts and in each phone they tell me they are not responsible. They always tell me they can’t control the shippers packaging. In other words it seems they are saying. GO AWAY. Come on really? 4 phone calls and numerous e-mails which i kept. That’s a lot of effort, and every time the same story. “We don’t guaranty shipping”. I can’t believe they want me to keep a damaged box and that they seem to think that once a customers buys something their responsibility stops. Four calls and e-mails seem to suggest exactly that. You can’t make sure the Box is packaged properly? I remember years back watching how manufacturers line up to get their products in the door and the criteria thats needs to be met before costco allows their products including the packaging it comes with. Never seen a documentary on packaging policies for shipping.
On Tuesday, July 10, 2018, at about 2:25 p.m., I went to a Costco gas station for the first time, at Costco Hunt Club in Ottawa. The female attendant was rude and unhelpful, unlike all other contacts I have had with Costco employees. She rudely complained about how I positioned my car after she signaled me to go around the truck in front of me. She was curt with my wife regarding where you tap the card. She was impatient and rude when I was slow in using the unfamiliar gas pump, commenting “Just like any other gas pump, sir.” I was shocked and very angry – I am reluctant to return to a Costco gas station. The extra money that I pay at my nearby self-serve Drummond’s Gas for a quick and peaceful fill-up, and friendly, courteous service, when I sometimes go inside, is worth it.
I have been shopping with Costco or Price Club since 1989 and have been treated like a true customer and anyone that states that they are been treated rude, should think, how did you speak to the associate, were you fair with them, did you give them a chance to explain. I have had a few circumstances where it started to get hot, but we both calmed down and i listened and he listened and mutual respect was gained and going to Ancaster, Kitchener, Guelph, Waterloo, Mississauga,, Ottawa and Gatineau store along with Toronto Store, has been a blessing good customer relations, Thank You.
ON May 7, 2018 I dropped a tire off that I purchased at East Hills Costco in Calgary. I had picked up a screw in the tire and it needed to be repaired. I was told they would call me when it was done. I had not heard anything in 8 hours so I called the store and got no answer. I drove to the store and my tire was sitting in the same spot when I dropped it off. I asked one of the people working their what was happening with my tire. I was told if I didn’t have a appointment then couldn’t get to it. So I guess I have to know in advance when I’m is going to get a flat tire so I can make a appointment. What the point of having free tire repair when they won’t fix in a timely fashion. It only takes 15 min to fix a tire that not even on the vehicle. I’m very disappointed in the service I was provided today and my tire still is not fixed.
We are very loyal Costco customers and have been for years. We deliberately get the Executive Membership so we can have the little rebate boost every year as a fun incentive to shop there. We moved a couple of months before the rebate was due to come out and so I went onto the online account we had established to update the address. It updated on my end just fine. The rebate time came and went and no cheque, hmm I thought maybe something was amiss so when we went into the CrossIron (Calgary) location to figure it out. We were promptly told that we couldn’t inquire as to the location of the cheque from them and that “if” we get one we should just be happy and stop complaining about it. We were told to go online and put in a request for it to be reissued. We have had a mix up happy before and just asked the customer service associates to help us out and within a week it was usually in our hands. Not this time we were rudely treated this time and when I did go online it told me to talk to a customer service representative. So we went back (45 minute drive one way for us) the next week and talked to someone else at customer service. They were all too happy to help us and put in the request and also told us that it could cashed like a regular cheque at our bank or there in the store (this was not we were told when we signed up years back). We went away thinking great it should arrive soon… or so we thought. Here we are five months later and still no membership benefit rebate cheque. I have emailed to try and figure this out and they keep saying it will be issued immediately (I have asked via email three times) to no avail. They will not let us downgrade our membership because then we can’t receive our membership cheque and would lose what we have already earned through this program. We enjoy shopping there but thir customer service is useless and this special rebate is part of the reason we shop there. So very frustrated…
On Jan 19, 2019 at around 11:10am, we are lining up at the cashier at Costco South Mississauga location. Two customers ahead of us left her cart unattended. There is a staff member called Odette came by and told us and the customer ahead of us that since the cart was left unattended, both of us can go ahead. She moved the unattended cart behind us and told us that she (Odette) will take the blame if any disagreement occurred. Then Odette left to help the cashier. After awhile, the customer with the unattended cart came back and complained that her cart got moved. Odette came back and told her to go ahead of us. I reminded Odette that she let my cart to move ahead of the unattended one. Odette changed her position saying that it is okay for the unattended cart customer to be ahead of us because she came back soon enough. This is obviously a differential and unfair treatment. I noticed that both Odette and the unattended cart customer are white ladies while we are visible minorities. I suspect whether there is any discrimination involved.
After purchasing gift cards for Spa Utopia, I was informed by Spa Utopia that Costco changed the terms of the gift cards. Only one $100 card is usable per customer per day. This is greatly disappointing and customer unfriendly. There are almost no services at Spa Utopia for less than $100; therefore any individual who is gifted Spa Utopia gift cards from Costco will have to pay out of pocket themselves for the gift they are being given. Costco and Spa Utopia need to renegotiate their partnership and gift card agreement. As a valued customer for over five years I feel betrayed by this change in policy and will not be purchasing these gift cards as gifts like I have done over the years.
We had a terrible experience while purchasing my groceries in COSTCO SURREY BC location.
A cashier named Angelina was terrible, rude, and with an arrogant attitude treated us like crap.
This happened on September 17, 2017 in the Surrey Location. We were two, my roommate and me, she asked
in a very mad way, who s paying? I explained I am paying, I am the main holder of the membership, but my boyfriend is the one using his debit card this time. Her reaction was very upset and wanted to see my membership card. Even though my boyfriend was holding his additional.
This person was very rude and I don’t think someone like she should be working in customer service, this is very very disappointed.
The first time my memebership card started acting up at the pump. I luckily got gas with help of the staff (thank god) the lines are ridiculous. I went in after filling up another line (waited 23 minutes) then finally. “Sorry sir our camera is down we cannot issue any cards right now” ok so when will it be fixed? “I don’t know but we should have it working by tomorrow hopefully. Ok showed up after work after the next day ( 15 mins waiting in line). “Sorry sir our camera is not working”. When will it be fixed “We really dont know its been down for some time now”. Really costo?… Now I am suppose to run around the city to get a new card?… I work 6 days a week 8am to 630pm I dont have all the time in the world here to get a replacement card… You sell the world in your warehouse but you cant get a replacement running camera up?… (Warden and Canadian) location if you are wondering…
We have been purchasing at Costco since the day it opened in Prince George BC we have spend millions of dollars. Unfortunately we have found that many Costco employees do not seem happy to be working there, and that is right from the Floor staff to Management. Oh how we miss the good service we used to receive and it is unfortunate that some have to ruin the reputation of Costco by being cranky to others. Maybe someone should remind them that there are many people who would be happy to have their job.
I shop at Costco very often. But today’s experience at the store was horrible. I bought buns and when I open it at home it was all mauldy. I was shocked and went back right away to return it. The lady at the return counter was so rude, I couldn’t believe it! She made me feel like a 5 year old. She offered no apologies or explanation to my complaints. She dismissed me saying “have a good day!” Really! Hopefully, Costco will train their employees to be more respectful of paying costomers, seriously! This is at 50th and 137th avenue, Edmonton.