{"id":"costco","page":"https://escalate.alexgaoth.com/#/c/costco","html":"https://escalate.alexgaoth.com/c/costco/","generated":"2026-10-15","company":{"id":"costco","name":"Costco","aliases":["costco wholesale","costco.com","costco membership","costco executive membership","kirkland signature"],"sector":"retail","also_sectors":["subscription"],"parent":"Costco Wholesale Corporation","website":"https://www.costco.com","account_url":"https://www.costco.com/OrderStatusCmd","official_domains":["costco.com"],"security":{"never_asks":[{"kind":"policy","claim":"Costco says unsolicited electronic communications from Costco do not ask for personal information such as your username, password, credit card information, birth date or Social Security number.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco says its emails come from a costco.com domain; Digital Costco Shop Cards come from costco@digitalshopcard.costco.com.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Costco's list of currently known scams (published 09/11/2026) includes fake surveys and giveaways, \"Costco Membership Payment Failed\" and membership expiration messages, \"loyalty reward\" and overcharge reimbursement texts, and calls from \"Chinese Costco Member Service\".","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/9770/~/currently-known-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Costco as the No. 7 most impersonated organization or brand in 2025, with 418 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-suspicious-email","type":"portal","label":"Report suspicious emails through the Contact Us options on Costco's Preventing Fraud page","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","purposes":["fraud"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Costco is a paid-membership warehouse club. Its terms of use send legal actions to the state or federal courts in Seattle, Washington; no arbitration clause was found in the terms (last updated October 7, 2026).","channels":[{"id":"online-orders-phone","type":"phone","label":"Costco.com online orders and Costco Logistics deliveries","value":"+1-800-955-2292","hours":"Mon-Fri 5am-8pm PT, Sat-Sun 5am-7pm PT (chat same hours)","purposes":["refund_request","lost_package","damaged_item","billing_error"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"warranty-phone","type":"phone","label":"Costco Technical & Warranty Services","value":"+1-866-861-0450","hours":"Mon-Sun 5am-8pm PT","purposes":["warranty_claim"],"notes":"Self-help: https://productsupport.costco.com/","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"},{"id":"return-replace-online","type":"portal","label":"Return or replace a Costco.com order (Orders & Returns)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","purposes":["refund_request","damaged_item","lost_package"],"access":"login","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"},{"id":"price-adjustment","type":"portal","label":"Price match / price adjustment requests","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","purposes":["refund_request"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","last_verified":"2026-10-12"},{"id":"feedback","type":"web_form","label":"Costco feedback form","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1218/loc/en_US","purposes":["poor_service"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"contact-us"},{"rung":"supervisor","channel":"membership-phone"},{"rung":"written_complaint","channel":"feedback"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Costco refunds most products under its satisfaction guarantee; electronics and major appliances have 90 days.","evidence":["membership card","receipt or order number","the item"],"steps":[{"do":"Take a warehouse purchase to the returns counter at any Costco warehouse."},{"do":"For a Costco.com order, sign in, open Orders & Returns, and choose Return or Replace Items, or return it at any warehouse for an immediate refund.","channel":"return-replace-online"},{"do":"If the price dropped within 30 days of purchase, ask for a price adjustment (online button, or the returns counter of the original warehouse).","channel":"price-adjustment"},{"do":"If Costco refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Costco's Risk-Free 100% Satisfaction Guarantee refunds the purchase price on any product, with listed exceptions.","issues":["refund_request"],"source":"https://customerservice.costco.com/app/answers/detail/a_id/1191","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Televisions, computers, cameras, cell phones, major appliances and other listed electronics must be returned within 90 days of receipt.","issues":["refund_request","damaged_item"],"source":"https://customerservice.costco.com/app/answers/detail/a_id/1191","last_verified":"2026-10-12"},{"kind":"policy","claim":"Items that drop in price within 30 days of purchase are eligible for a price adjustment; approved Costco.com credits are usually issued in 5 to 10 business days to the original payment method. Costco does not match other retailers.","issues":["refund_request"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco.com refunds include shipping and handling fees and go to the original payment method; Costco does not charge for return shipping.","issues":["refund_request"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Refuse a damaged delivery, or return or replace the item through Orders & Returns.","evidence":["photos of the item and box","order number"],"steps":[{"do":"If the item or box is damaged at delivery, you can refuse it."},{"do":"Otherwise, start Return or Replace Items on the order, or return it at a warehouse.","channel":"return-replace-online"},{"do":"For a defect after the return window, call Costco Technical & Warranty Services or the manufacturer.","channel":"warranty-phone"}]},{"issue":"lost_package","summary":"Report a lost Costco.com shipment for a return or replacement; missing items are replaced, not refunded.","evidence":["order number","tracking history"],"steps":[{"do":"Use Return or Replace Items on the order, or call online orders customer service.","channel":"online-orders-phone"},{"do":"If Costco does not resolve it, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"On Costco.com, missing items qualify for replacement only, not a refund; lost shipments qualify for a return or replacement.","issues":["lost_package","damaged_item"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel the membership and ask for a fee refund; stop auto-renewal at least 72 hours before the renewal month.","evidence":["membership number","date of cancellation","card statement"],"steps":[{"do":"Ask for a cancellation and a membership fee refund at a warehouse membership counter or through the Member Service Center.","channel":"membership-phone"},{"do":"To stop auto-renewal, turn it off in your Costco account, at a membership counter, or through the Member Service Center at least 72 hours before the first day of the renewal month.","channel":"membership-phone"},{"do":"Dispute any renewal charged after you cancelled with your card issuer."}],"facts":[{"kind":"policy","claim":"Costco will cancel and refund the membership fee at any time if the member is dissatisfied.","issues":["cancel_service","refund_request"],"source":"https://customerservice.costco.com/app/answers/detail/a_id/1191","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You must cancel auto renewal at least 72 hours before the first day of your renewal month to avoid the charge.","issues":["cancel_service"],"source":"https://www.costco.com/member-privileges-conditions.html","last_verified":"2026-10-12"}]},{"issue":"warranty_claim","summary":"Use Costco Technical & Warranty Services for covered electronics and appliances.","evidence":["order number or receipt","serial number","description of the fault"],"steps":[{"do":"Call Costco Technical & Warranty Services or use the product support site.","channel":"warranty-phone"},{"do":"If the manufacturer warranty applies, file with the manufacturer as the warranty names."}]}],"known_blockers":["Costco.com returns and price adjustments need the member's sign-in."]},"playbooks":{"refund_request":{"company":{"id":"costco","name":"Costco","sector":"retail","website":"https://www.costco.com","account_url":"https://www.costco.com/OrderStatusCmd"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Costco refunds most products under its satisfaction guarantee; electronics and major appliances have 90 days.","evidence":["membership card","receipt or order number","the item"],"steps":[{"do":"Take a warehouse purchase to the returns counter at any Costco warehouse."},{"do":"For a Costco.com order, sign in, open Orders & Returns, and choose Return or Replace Items, or return it at any warehouse for an immediate refund.","channel":{"id":"return-replace-online","type":"portal","label":"Return or replace a Costco.com order (Orders & Returns)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","purposes":["refund_request","damaged_item","lost_package"],"access":"login","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"}},{"do":"If the price dropped within 30 days of purchase, ask for a price adjustment (online button, or the returns counter of the original warehouse).","channel":{"id":"price-adjustment","type":"portal","label":"Price match / price adjustment requests","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","purposes":["refund_request"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","last_verified":"2026-10-12"}},{"do":"If Costco refuses a refund you are owed, dispute the charge with your card issuer."}],"channels":[{"id":"online-orders-phone","type":"phone","label":"Costco.com online orders and Costco Logistics deliveries","value":"+1-800-955-2292","hours":"Mon-Fri 5am-8pm PT, Sat-Sun 5am-7pm PT (chat same hours)","purposes":["refund_request","lost_package","damaged_item","billing_error"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"},{"id":"return-replace-online","type":"portal","label":"Return or replace a Costco.com order (Orders & Returns)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","purposes":["refund_request","damaged_item","lost_package"],"access":"login","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"},{"id":"price-adjustment","type":"portal","label":"Price match / price adjustment requests","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","purposes":["refund_request"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Costco's Risk-Free 100% Satisfaction Guarantee refunds the purchase price on any product, with listed exceptions.","issues":["refund_request"],"source":"https://customerservice.costco.com/app/answers/detail/a_id/1191","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Televisions, computers, cameras, cell phones, major appliances and other listed electronics must be returned within 90 days of receipt.","issues":["refund_request","damaged_item"],"source":"https://customerservice.costco.com/app/answers/detail/a_id/1191","last_verified":"2026-10-12"},{"kind":"policy","claim":"Items that drop in price within 30 days of purchase are eligible for a price adjustment; approved Costco.com credits are usually issued in 5 to 10 business days to the original payment method. Costco does not match other retailers.","issues":["refund_request"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco.com refunds include shipping and handling fees and go to the original payment method; Costco does not charge for return shipping.","issues":["refund_request"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"feedback","type":"web_form","label":"Costco feedback form","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1218/loc/en_US","purposes":["poor_service"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Costco.com returns and price adjustments need the member's sign-in."],"security":{"official_domains":["costco.com"],"never_asks":[{"kind":"policy","claim":"Costco says unsolicited electronic communications from Costco do not ask for personal information such as your username, password, credit card information, birth date or Social Security number.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco says its emails come from a costco.com domain; Digital Costco Shop Cards come from costco@digitalshopcard.costco.com.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Costco's list of currently known scams (published 09/11/2026) includes fake surveys and giveaways, \"Costco Membership Payment Failed\" and membership expiration messages, \"loyalty reward\" and overcharge reimbursement texts, and calls from \"Chinese Costco Member Service\".","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/9770/~/currently-known-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Costco as the No. 7 most impersonated organization or brand in 2025, with 418 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-suspicious-email","type":"portal","label":"Report suspicious emails through the Contact Us options on Costco's Preventing Fraud page","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","purposes":["fraud"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.947,"sources":{"primary":18,"reference":1},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Costco is a paid-membership warehouse club. Its terms of use send legal actions to the state or federal courts in Seattle, Washington; no arbitration clause was found in the terms (last updated October 7, 2026).","warnings":[]},"damaged_item":{"company":{"id":"costco","name":"Costco","sector":"retail","website":"https://www.costco.com","account_url":"https://www.costco.com/OrderStatusCmd"},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Refuse a damaged delivery, or return or replace the item through Orders & Returns.","evidence":["photos of the item and box","order number"],"steps":[{"do":"If the item or box is damaged at delivery, you can refuse it."},{"do":"Otherwise, start Return or Replace Items on the order, or return it at a warehouse.","channel":{"id":"return-replace-online","type":"portal","label":"Return or replace a Costco.com order (Orders & Returns)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","purposes":["refund_request","damaged_item","lost_package"],"access":"login","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"}},{"do":"For a defect after the return window, call Costco Technical & Warranty Services or the manufacturer.","channel":{"id":"warranty-phone","type":"phone","label":"Costco Technical & Warranty Services","value":"+1-866-861-0450","hours":"Mon-Sun 5am-8pm PT","purposes":["warranty_claim"],"notes":"Self-help: https://productsupport.costco.com/","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}}],"channels":[{"id":"online-orders-phone","type":"phone","label":"Costco.com online orders and Costco Logistics deliveries","value":"+1-800-955-2292","hours":"Mon-Fri 5am-8pm PT, Sat-Sun 5am-7pm PT (chat same hours)","purposes":["refund_request","lost_package","damaged_item","billing_error"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"},{"id":"return-replace-online","type":"portal","label":"Return or replace a Costco.com order (Orders & Returns)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","purposes":["refund_request","damaged_item","lost_package"],"access":"login","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. 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It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Costco.com returns and price adjustments need the member's sign-in."],"security":{"official_domains":["costco.com"],"never_asks":[{"kind":"policy","claim":"Costco says unsolicited electronic communications from Costco do not ask for personal information such as your username, password, credit card information, birth date or Social Security number.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco says its emails come from a costco.com domain; Digital Costco Shop Cards come from costco@digitalshopcard.costco.com.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Costco's list of currently known scams (published 09/11/2026) includes fake surveys and giveaways, \"Costco Membership Payment Failed\" and membership expiration messages, \"loyalty reward\" and overcharge reimbursement texts, and calls from \"Chinese Costco Member Service\".","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/9770/~/currently-known-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Costco as the No. 7 most impersonated organization or brand in 2025, with 418 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-suspicious-email","type":"portal","label":"Report suspicious emails through the Contact Us options on Costco's Preventing Fraud page","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","purposes":["fraud"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.947,"sources":{"primary":18,"reference":1},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Costco is a paid-membership warehouse club. Its terms of use send legal actions to the state or federal courts in Seattle, Washington; no arbitration clause was found in the terms (last updated October 7, 2026).","warnings":[]},"lost_package":{"company":{"id":"costco","name":"Costco","sector":"retail","website":"https://www.costco.com","account_url":"https://www.costco.com/OrderStatusCmd"},"issue":{"id":"lost_package","name":"Lost package"},"playbook_source":"company","summary":"Report a lost Costco.com shipment for a return or replacement; missing items are replaced, not refunded.","evidence":["order number","tracking history"],"steps":[{"do":"Use Return or Replace Items on the order, or call online orders customer service.","channel":{"id":"online-orders-phone","type":"phone","label":"Costco.com online orders and Costco Logistics deliveries","value":"+1-800-955-2292","hours":"Mon-Fri 5am-8pm PT, Sat-Sun 5am-7pm PT (chat same hours)","purposes":["refund_request","lost_package","damaged_item","billing_error"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"do":"If Costco does not resolve it, dispute the charge with your card issuer."}],"channels":[{"id":"online-orders-phone","type":"phone","label":"Costco.com online orders and Costco Logistics deliveries","value":"+1-800-955-2292","hours":"Mon-Fri 5am-8pm PT, Sat-Sun 5am-7pm PT (chat same hours)","purposes":["refund_request","lost_package","damaged_item","billing_error"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"},{"id":"return-replace-online","type":"portal","label":"Return or replace a Costco.com order (Orders & Returns)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","purposes":["refund_request","damaged_item","lost_package"],"access":"login","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"On Costco.com, missing items qualify for replacement only, not a refund; lost shipments qualify for a return or replacement.","issues":["lost_package","damaged_item"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"feedback","type":"web_form","label":"Costco feedback form","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1218/loc/en_US","purposes":["poor_service"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. 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Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Costco.com returns and price adjustments need the member's sign-in."],"security":{"official_domains":["costco.com"],"never_asks":[{"kind":"policy","claim":"Costco says unsolicited electronic communications from Costco do not ask for personal information such as your username, password, credit card information, birth date or Social Security number.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco says its emails come from a costco.com domain; Digital Costco Shop Cards come from costco@digitalshopcard.costco.com.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Costco's list of currently known scams (published 09/11/2026) includes fake surveys and giveaways, \"Costco Membership Payment Failed\" and membership expiration messages, \"loyalty reward\" and overcharge reimbursement texts, and calls from \"Chinese Costco Member Service\".","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/9770/~/currently-known-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Costco as the No. 7 most impersonated organization or brand in 2025, with 418 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-suspicious-email","type":"portal","label":"Report suspicious emails through the Contact Us options on Costco's Preventing Fraud page","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","purposes":["fraud"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.947,"sources":{"primary":18,"reference":1},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Costco is a paid-membership warehouse club. Its terms of use send legal actions to the state or federal courts in Seattle, Washington; no arbitration clause was found in the terms (last updated October 7, 2026).","warnings":[]},"cancel_service":{"company":{"id":"costco","name":"Costco","sector":"retail","website":"https://www.costco.com","account_url":"https://www.costco.com/OrderStatusCmd"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel the membership and ask for a fee refund; stop auto-renewal at least 72 hours before the renewal month.","evidence":["membership number","date of cancellation","card statement"],"steps":[{"do":"Ask for a cancellation and a membership fee refund at a warehouse membership counter or through the Member Service Center.","channel":{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"do":"To stop auto-renewal, turn it off in your Costco account, at a membership counter, or through the Member Service Center at least 72 hours before the first day of the renewal month.","channel":{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"do":"Dispute any renewal charged after you cancelled with your card issuer."}],"channels":[{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Costco will cancel and refund the membership fee at any time if the member is dissatisfied.","issues":["cancel_service","refund_request"],"source":"https://customerservice.costco.com/app/answers/detail/a_id/1191","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You must cancel auto renewal at least 72 hours before the first day of your renewal month to avoid the charge.","issues":["cancel_service"],"source":"https://www.costco.com/member-privileges-conditions.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"feedback","type":"web_form","label":"Costco feedback form","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1218/loc/en_US","purposes":["poor_service"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Costco.com returns and price adjustments need the member's sign-in."],"security":{"official_domains":["costco.com"],"never_asks":[{"kind":"policy","claim":"Costco says unsolicited electronic communications from Costco do not ask for personal information such as your username, password, credit card information, birth date or Social Security number.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco says its emails come from a costco.com domain; Digital Costco Shop Cards come from costco@digitalshopcard.costco.com.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Costco's list of currently known scams (published 09/11/2026) includes fake surveys and giveaways, \"Costco Membership Payment Failed\" and membership expiration messages, \"loyalty reward\" and overcharge reimbursement texts, and calls from \"Chinese Costco Member Service\".","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/9770/~/currently-known-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Costco as the No. 7 most impersonated organization or brand in 2025, with 418 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-suspicious-email","type":"portal","label":"Report suspicious emails through the Contact Us options on Costco's Preventing Fraud page","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","purposes":["fraud"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.947,"sources":{"primary":18,"reference":1},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Costco is a paid-membership warehouse club. Its terms of use send legal actions to the state or federal courts in Seattle, Washington; no arbitration clause was found in the terms (last updated October 7, 2026).","warnings":[]},"warranty_claim":{"company":{"id":"costco","name":"Costco","sector":"retail","website":"https://www.costco.com","account_url":"https://www.costco.com/OrderStatusCmd"},"issue":{"id":"warranty_claim","name":"Warranty claim"},"playbook_source":"company","summary":"Use Costco Technical & Warranty Services for covered electronics and appliances.","evidence":["order number or receipt","serial number","description of the fault"],"steps":[{"do":"Call Costco Technical & Warranty Services or use the product support site.","channel":{"id":"warranty-phone","type":"phone","label":"Costco Technical & Warranty Services","value":"+1-866-861-0450","hours":"Mon-Sun 5am-8pm PT","purposes":["warranty_claim"],"notes":"Self-help: https://productsupport.costco.com/","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"do":"If the manufacturer warranty applies, file with the manufacturer as the warranty names."}],"channels":[{"id":"warranty-phone","type":"phone","label":"Costco Technical & Warranty Services","value":"+1-866-861-0450","hours":"Mon-Sun 5am-8pm PT","purposes":["warranty_claim"],"notes":"Self-help: https://productsupport.costco.com/","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"A warrantor must \"fully and conspicuously disclose in simple and readily understood language the terms and conditions of such warranty\", to the extent FTC rules require.","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2302","last_verified":"2026-10-12"},{"kind":"limit","claim":"The FTC states that the \"full\" or \"limited\" title requirement applies to written warranties on consumer products costing more than $10, and the single-document disclosure and pre-sale availability rules apply to written warranties on consumer products costing more than $15.","issues":["warranty_claim"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tying prohibition: a warrantor may not condition a written or implied warranty on the consumer using an article or service identified by brand, trade or corporate name, unless that article or service is provided free under the warranty or the FTC grants a waiver (the product works properly only with it and the waiver is in the public interest).","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2302","last_verified":"2026-10-12"},{"kind":"policy","claim":"A company that gives a written warranty may not disclaim implied warranties. A limited warranty may restrict the duration of implied warranties to the duration of the limited warranty.","issues":["warranty_claim"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"process","claim":"A consumer damaged by a warrantor's failure to meet a written warranty, implied warranty or service contract may sue in state court, or in federal court only if the amount in controversy is at least $50,000 (each individual claim at least $25), and if successful may recover costs including attorneys' fees. If the warranty requires an informal dispute settlement mechanism that meets FTC rules, the consumer generally must use it before suing.","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2310","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"feedback","type":"web_form","label":"Costco feedback form","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1218/loc/en_US","purposes":["poor_service"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Costco.com returns and price adjustments need the member's sign-in."],"security":{"official_domains":["costco.com"],"never_asks":[{"kind":"policy","claim":"Costco says unsolicited electronic communications from Costco do not ask for personal information such as your username, password, credit card information, birth date or Social Security number.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco says its emails come from a costco.com domain; Digital Costco Shop Cards come from costco@digitalshopcard.costco.com.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Costco's list of currently known scams (published 09/11/2026) includes fake surveys and giveaways, \"Costco Membership Payment Failed\" and membership expiration messages, \"loyalty reward\" and overcharge reimbursement texts, and calls from \"Chinese Costco Member Service\".","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/9770/~/currently-known-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Costco as the No. 7 most impersonated organization or brand in 2025, with 418 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-suspicious-email","type":"portal","label":"Report suspicious emails through the Contact Us options on Costco's Preventing Fraud page","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","purposes":["fraud"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.947,"sources":{"primary":18,"reference":1},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Costco is a paid-membership warehouse club. Its terms of use send legal actions to the state or federal courts in Seattle, Washington; no arbitration clause was found in the terms (last updated October 7, 2026).","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"feedback","type":"web_form","label":"Costco feedback form","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1218/loc/en_US","purposes":["poor_service"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["costco.com"],"never_asks":[{"kind":"policy","claim":"Costco says unsolicited electronic communications from Costco do not ask for personal information such as your username, password, credit card information, birth date or Social Security number.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco says its emails come from a costco.com domain; Digital Costco Shop Cards come from costco@digitalshopcard.costco.com.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Costco's list of currently known scams (published 09/11/2026) includes fake surveys and giveaways, \"Costco Membership Payment Failed\" and membership expiration messages, \"loyalty reward\" and overcharge reimbursement texts, and calls from \"Chinese Costco Member Service\".","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/9770/~/currently-known-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Costco as the No. 7 most impersonated organization or brand in 2025, with 418 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-suspicious-email","type":"portal","label":"Report suspicious emails through the Contact Us options on Costco's Preventing Fraud page","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","purposes":["fraud"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.947,"sources":{"primary":18,"reference":1},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}