Had an issue with

Costco

? Get a real response.

You’ve got multiple ways to lodge a complaint with Costco Australia:

Phone (Member Care): Call (03) 5316 7223 (Mon–Fri, 8:00am–5:00pm AEST). Have your membership number and order/receipt details handy so the team can log your complaint and provide a reference.

Online Support (chat/feedback): Use the Support bubble on the Costco website to message or live-chat with Member Care during business hours - perfect for quick written complaints or follow-ups.

Email: Write to customercare@costco.com.au with your name, membership number, contact details, and a clear description of the issue. Attach receipts or photos for product problems. Member Care typically replies within one business day.

In person (Warehouse): Visit the Membership Counter or Returns desk at your local warehouse. Managers are empowered to resolve most issues on the spot - especially refunds/exchanges under Costco’s 100% Satisfaction Guarantee.

Mobile app: The app helps with digital membership and shopping. For complaints, use phone/email/chat or visit a warehouse for faster outcomes.

Post: Member Care, Costco Wholesale Australia Pty Ltd, 17–21 Parramatta Rd, Lidcombe NSW 2141. (Keep a copy for your records.)

Pro tip: Always note your case/reference number and keep copies of emails or chat transcripts. For online orders, keep the order number. For store purchases, bring the receipt.

Costco’s complaint handling mirrors its member-first philosophy:

• Member Care triage: Your issue is logged with details (membership/order, store, date). Many issues are fixed immediately (e.g., tracking a missing order while you’re on the line).
  
  
• Frontline resolutions: Staff are empowered to refund/exchange, correct billing errors, and resolve common problems quickly. Costco’s 100% Satisfaction Guarantee underpins this.
  
  
• Escalation (if needed): Complex matters (e.g., staff conduct, large orders, tricky e-commerce issues) go to a warehouse manager or specialist team (e-commerce, membership).
  
  
• Expected timelines: In-store returns/exchanges = on the spot. Most online/order issues see updates or resolution in 1–2 business days. Courier investigations or replacements can take a little longer.
  
  
• Communication: You’ll receive email confirmations (e.g., refund processed, expected credit in 3–5 business days) and updates if an investigation is required.
  
  
• Who you’ll hear from: Returns/Refunds staff, warehouse managers, e-commerce support, or Member Care supervisors - whoever can resolve fastest.
  
  
• Typical outcomes: Refunds/exchanges, corrected charges, rescheduled/made-good deliveries, and occasional goodwill gestures where appropriate.
  

• Long checkout lines & busy stores: Peak-time queues, not all registers open.
  
  
• Product quality issues (food & merchandise): Fresh produce/bakery quality concerns; occasional faulty tech/appliances. Usually resolved via refund/exchange.
  
  
• Online order delays & shipping problems: Slow dispatch, courier losses, limited comms. Members expect clearer updates and faster replacements/refunds.
  
  
• Customer service/staff conduct: Isolated reports of rudeness or poor handling at counters or exits (typically addressed quickly by managers).
  
  
• Membership & account issues: Auto-renewal surprises, expired-membership access, executive rewards queries - often resolved by clarifying policies or case-by-case exceptions.
  
  
• Pricing & stock: Promotional items selling out fast; stock variability; price-tag vs. register discrepancies. Members appreciate transparency and rain-check-style solutions where possible.
  
  
• Warranty/service centres (e.g., Tyre Centre): Workmanship disputes or warranty confusion - usually fixed once escalated to a manager.