Had an issue with Costco? Get a real response.
How to submit a complaint with Costco
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.
Common complaints against Costco
- 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.
Costco complaints submitted through Ajust
I shop at Costco because I trust the quality, so finding mouldy Turkish bread and green potatoes right before making dinner was frustrating and disappointing. It completely derailed my meal plans and left me feeling let down by a brand I rely on. I just wanted the issue acknowledged and handled fairly, because food that isn’t safe to eat shouldn’t end up in anyone’s trolley. - Sofie
A simple shopping trip turned into an incredibly distressing experience when my husband and I were accused of theft at the checkout. We tried to cooperate and clear up the misunderstanding, but the way staff handled it felt confrontational and humiliating, especially in front of others. I wasn’t just upset about the accusation, but about how quickly respect and empathy disappeared. - Vishakha
I’ve been a loyal Costco member for years, so being spoken to sharply by a cashier over how items were placed on the belt caught me off guard. It was embarrassing and made me feel undervalued as a customer, especially during a busy holiday period. Efficiency matters, but basic courtesy matters just as much, and that interaction stayed with me long after I left the store. - James
I placed an online order weeks before Christmas for gifts I was really excited to give, but the items never arrived. As the days passed with no delivery, the stress and disappointment grew, knowing my holiday plans were affected. All I wanted was clarity on what happened and a fair outcome, because missing orders shouldn’t become something customers have to chase endlessly. - JulieI placed an online order weeks before Christmas for gifts I was really excited to give, but the items never arrived. As the days passed with no delivery, the stress and disappointment grew, knowing my holiday plans were affected. All I wanted was clarity on what happened and a fair outcome, because missing orders shouldn’t become something customers have to chase endlessly. - Julie
How other consumers Costco complaints got resolved
Lost online order: Member persisted and cited consumer rights when a courier lost a high-value item. Costco resolved with refund or replacement.
Advertised sale item out of stock: After afast sell-out and failed notifications, Member Care offered a discount on a comparable model of a sale item.
In-store staff issue: A Manager apologised on the spot and addressed staff behaviour. The member left satisfied.
- Ask for the warehouse manager: For anything in-store that isn’t resolved at the counter.
- Escalate within Member Care: Request a supervisor/manager review if your phone/email case stalls.
- Contact head office (corporate): (02) 9469 7999 (business hours). For written escalation, email customercare@costco.com.au (Attn: Customer Service Manager) or membership@costco.com.au for membership issues.
- Website feedback / social media: Submit via the site’s feedback form or post (politely, factually) on Costco Australia social channels to trigger corporate attention.
- Follow up with references: Keep a dated log; reference prior commitments (e.g., “refund promised by DD/MM didn’t arrive”) to prioritise action.
- Australian Consumer Law (ACL): You’re entitled to a repair, replacement, or refund for goods not of acceptable quality.
- State/Territory consumer agencies: NSW Fair Trading, Consumer Affairs Victoria, QLD Office of Fair Trading, etc. can mediate unresolved disputes.
- ACCC: Report systemic issues or misleading conduct at accc.gov.au (note: ACCC doesn’t resolve individual disputes but may act on patterns).
- No retail ombudsman: For standard retail issues, use Fair Trading/Consumer Affairs.
- Small claims tribunal (last resort): NCAT/VCAT etc. can make binding orders; often a stated intent to file leads to swift resolution.
- Member Care – Contact: costco.com.au/contact-us (Phone (03) 5316 7223, chat/support bubble)
- Customer Care Email: customercare@costco.com.au
- Membership queries: membership@costco.com.au
- 100% Satisfaction Guarantee / Returns: see Membership Terms & Returns on costco.com.au
- Member Privileges & Conditions: costco.com.au/member-privileges-and-conditions
- FAQs: costco.com.au/frequently-asked-questions
- Head Office (postal): 17–21 Parramatta Rd, Lidcombe NSW 2141
- Regulators: accc.gov.au (consumer rights & reporting) + your state Fair Trading/Consumer Affairs “lodge a complaint” page
Costco Complaints FAQs
What’s the fastest way to submit a complaint to Costco Australia and actually get a response?
The fastest way to lodge a Costco complaint is through Member Care by phone, online chat, or in-store at the warehouse. Phone and in-person complaints are often resolved immediately, especially for refunds or exchanges under Costco’s 100% Satisfaction Guarantee. Online chat and email work well for written records and follow-ups, with most responses arriving within one business day. Having your membership number and receipt ready speeds things up.
What usually happens after you submit a complaint to Costco Australia?
After you submit a complaint, Costco logs your issue and aims to resolve it as quickly as possible. Many problems are fixed immediately by frontline staff, including refunds, exchanges, and billing corrections. More complex issues may be escalated to a warehouse manager or specialist team like e-commerce. Most online order complaints are updated or resolved within one to two business days, with clear email communication throughout.
What are the most common complaints consumers make about Costco?
Common Costco complaints include long checkout lines, product quality issues, online order delays, and membership or billing problems. Fresh food quality, faulty merchandise, and courier delays are frequent concerns, but they’re usually resolved through refunds or replacements. Some members also raise issues about staff conduct or stock shortages during promotions. Costco’s policies and manager authority mean most complaints are handled quickly once raised.
How do you escalate a Costco complaint if Member Care doesn’t resolve it?
If your Costco complaint isn’t resolved, ask to escalate it to a warehouse manager or a Member Care supervisor. You can also contact Costco Australia head office or submit formal written feedback by email or post. Keeping reference numbers and following up clearly helps move stalled cases forward. If the issue remains unresolved, Australian Consumer Law protections allow you to approach Fair Trading or a small claims tribunal.
You’ve done your part, now it’s time to hold Costco accountable.
Take the final step and submit a complaint that gets seen and responded to.