Buying Clubs
BJ's Wholesale Club, Inc.Headquarters
Complaints
This profile includes complaints for BJ's Wholesale Club, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,244 total complaints in the last 3 years.
- 390 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Contacted BJ's costumer services over the phone for three times to cancel my online membership, but was still charged for the membership auto renewal fee on a credit card. Contacted them again for cancelling my online membership. The membership is still not cancelled. Would like to have the membership (***********) cancelled and issued the refunded for the auto charged membership fee.
Business Response
Date: 11/03/2022
This is to share with you the case number: ******* regarding our call this is a confirmation email of the correct cancelation of your membership, remember that you will see your refund reflected in your account form **** business days.Customer Answer
Date: 11/03/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQLin: Here is the time line: Contacted Bjs on Oct. 23, 2022 to cancel the membership. Waited 7 days, membership shows not canceled; indicating auto renewal would happen anyway. On Nov.1, 2022, crediet card was still charged for renewal. Upon receving the response from Bj on Nov. 3, 2022, Bjs website indicating the auto renewal will happen again next year on Nov. 1, 2023, and membership is still not cancled. Attached photos proves the uncanceled membership when writing this message. Please cancel my membership and stop the renewal.
Business Response
Date: 11/04/2022
It takes **** business days for the full process. This did begin processing on 11/3. Thank youInitial Complaint
Date:11/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
WE HAVE HAD A BJ'S MEMBERSHIP FOR THE LAST FEW YEARS, WITHIN OUR LAST VISIT ON 3/13/22 WE DECIDED WE WERE NO LONGER SATISFIED WITH THE CUSTOMER SERVICE WE WERE RECEIVING AND DECIDED WE WANTED TO TERMINATE OUR MEMBERSHIP UPON LEAVING THAT DAY AFTER A TERRIBLE EXPERIENCE AT CHECK OUT. WE WENT TO THE CUSTOMER SERVICE COUNTER AND EXPLAINED OUR FRUSTRATIONS, REQUESTING TO CANCEL OUR MEMBERSHIP & THAT IT NOT BE RENEWED AGAIN. THE REPRESENTATIVE, WHO I BELIEVE TO BE NAMED ********, HAD TOLD US THAT OUR MEMBERSHIP WOULD NO LONGER BE ACTIVE & THAT WE COULD SHRED/DISPOSE OF OUR BJ'S REWARDS CREDIT CARDS, ETC. SO WE DID ALL OF THAT. WELL FAST FORWARD TO OCT 2022, WE RECEIVE A CREDIT CARD BILLING STATEMENT FROM BJ'S FOR A MEMBERSHIP FEE OF $110. I HAVE TRIED CONTACTING BJ'S THEY TELL ME THEY CANNOT REFUND THIS CHARGE AS IT IS NOW SOMETHING THAT NEEDS TO BE DISPUTED WITH THE COMMENITY BANK BJ'S REWARDS CARD. I HAVE BEEN ON HOLD WITH COMENITIY 3 DIFFERENT TIMES NOW WITH NO RESOLUTION AND NO WAY TO DISPUTE THE CHARGE. WE REFUSE TO PAY A $110 MEMBERSHIP FEE FOR A MEMBERSHIP WE HAVEN'T EVEN USED AND HAVE ZERO INTENTION OF USING AGAIN SINCE MARCH OF 2022. I WOULD LIKE THE $110 MEMBERSHIP FEE REFUNDED ASAP SO WE CAN CLOSE THE CREDIT CARD ACCOUNT AND ENSURE NO FURTHER FEES OR CHARGES ACCRUE. WE DO NOT EVEN HAVE THIS CARD IN OUR POSSESSION TO MAKE CHARGES ON ANYMORE & HAVEN'T FOR MONTHS!! WE WERE TOLD IN MARCH THIS ACCOUNT WAS CLOSED, SO WHY ARE WE STILL RECEIVING BILLS, FEES, ETC!Business Response
Date: 11/02/2022
We have cancelled and refunded your membership today, 11/2. Please allow 1-2 billing cycles for your refund to reflect on your statement. Please contact Comenity directly to cancel the Credit Card as we are unable to assist with that request. Thank youCustomer Answer
Date: 11/02/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************************Initial Complaint
Date:10/31/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a television from BJs on 10/17/22 (order #*********) with a delivery date of 10/25/22. Today is 10/31/22, I have not received the item. I have contacted BJs on 2 separate occasions and given a reference number both times. (******* & *******). Neither time was the shipper contacted. I was just told there was a delay. I asked for a refund and was told I needed to wait 5 days after the receipt date. I called today for the refund and was told a loss in transit ticket would be created and that I needed to wait 3 add'l days while someone tries to find the television before a refund could be processed. I asked for a Supervisor. I Supervisor with a "I don't care, it's not my problem attitude" informed me that the shipper, CEVA is having issues and I can not receive a refund until the product is back at BJs warehouse. I would like a refund ASAP. I do not wish to wait for the television to be found.Business Response
Date: 11/03/2022
Confirmed that this is not in the members possession. Refunded member and advised of time frames, Member is satisfied.Customer Answer
Date: 11/03/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
Date:10/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been a member of BJs since 2016 and never had any complaints until now. The problem is with your BJs credit card with ************** They have made an error with my payment for the month of August which was made before the due date. I have spent several hours contacting them on the phone and via e-mails these past two months to on avail. They have charged me a total of $39.71 in late fees and interest. In addition, I haven't been able to redeem my $20 in awards at your *************, ** club. According to their site, I've $10 with an expiration of 12/29/22 and another $10 on 3/14/23. I've complained to your service desk on several occasions to no avail as well. I've several friends and family members experiencing the same frustrations. I am requesting a credit of $59.71 for the above. In addition, a waiver of my membership fee for 2023 for the inconvenience that your company and its affiliate have caused me. Thank you!Business Response
Date: 11/03/2022
We are working with ************* to get this resolved. We have adjusted $20 Reward onto the membership and it should be available within 3 business days.Initial Complaint
Date:10/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had been a member of BJ's since 2009. Every July they send me a renewal bill that I pay by sending a check.This past July I sent the $55 and according to my bank statement the check was cashed on 7/25/22. I don't go to BJ's often, so the next time I went was 9/4/22. When I tried to make my purchase, I was informed that my card had expired. I knew I paid the renewal fee but assumed maybe the check got lost in the mail so I paid $55 in cash again to renew my membership. When I got home I checked my check book to verify that I had paid and I did. I then looked at my bank statement which indicated that the check had been cashed. I called the customer service number and explained what had happened and was told that I would get my second $55 refunded. After a couple weeks I called them again and was told that they would not refund my payment and that I needed to prove that I had both paid by check and by cash. I have given them a vast amount of time to do this and have received nothing. I am now requesting that both payments ($110) be refunded because I no longer wish to deal with that company.Business Response
Date: 11/02/2022
Called member on 11/2 and left a voicemail. We are awaiting a call back.Initial Complaint
Date:10/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10-28-2022 I made a purchase at Bjs club 138 Trans **** cashier ****** @ 905pm total purchase amount was ******. I am member of rewards club with 200 dollars available. They only let me use $40, in the past i have been able to use all my reward dollars in ******* and Brooklyn'. I remember using $80 in 1 shot.this new policy seems arbitrary anD capricious and is not in writing. It is possible discriminatory. As if what kind of work I do to get so many points?They politely shunted me off to customer service and then I showed them my phone.with $200 in points available.The $40 is all allowed to cash in seemed to be old points about to expire.Business Response
Date: 11/02/2022
We have adjusted $150 in Rewards to the membership. Member shows $200 on ************* App, they used $40 on 10/28 and they have $10 available. The $150 will be available within 3 business days. Thank youInitial Complaint
Date:10/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a BJs Inner Circle membership on 08/12/22 in the Easton, Md store. At the same time, I applied for a Bjs Elite Mastercard. I was told that I would get $80 in awards. My application was not immediately accepted. I was told I would be contacted to send in additional information. I received a letter 08/29/22 from ************* and sent them the requested information (copies of my driver's license, social security card, and a recent utility bill) on 09/02/22. I received the credit card on 10/11/22. Only a $40 award is showing in my account.10/16/22 2:15 pm I spoke with ******* at ***************** I sent him a copy of the award brochure via email showing I should receive $80 in award dollars. He said a decision would be make by Thursday.10/21 1:16 pm I sent email to ******* asking for update 10/24 12:26 pm I sent email to ******* requesting an update 10/25 I received email from ******* saying I did not get the award because the credit card was issued on 9/23/22, The promotion was for 8/6/22 - 8/14/22.I find this answer unacceptable. I applied for the credit card on 8/12/22. I could not control when the card was issued. That I was not issued the card immediately is questionable since my credit score is excellent and my income sufficient and I have had the same address for ******************************************************** the past 20 years has been awarded immediately. Every piece of information requested by Comenity could have been obtained from me at the BJ's when I opened my membership The BJ's case number for this is *******Business Response
Date: 11/02/2022
Called member on 11/2 and left a voicemail. We are awaiting a call back.Customer Answer
Date: 11/02/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have not received a voicemail message from BJ's. Perhaps they could send me an email or send a text message to ************.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business Response
Date: 11/04/2022
Spoke with member, provided 80 Reward for the inconvenience.Initial Complaint
Date:10/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am really upset with BJ's due to unauthorized charges to my banking account. I have gone to the store and communicated with BJ customer care approximately 5x. My account was charged a total $136. My bank has refunded partial charges because I complained within 30 days; however, the remaining amount is still owed to me by BJ's. I do not have a membership and have not had one for over 3 years. The company even tells me that they do not have any of my information on file - which is ridiculous in itself - BJ's doesn't have archived memberships?The last communication is suggesting that I hit an automatic renewal membership button when I paid for my daughter's groceries (she has a membership under her aunt and her aunt does not have automatic membership either) The problem with this is 1) I did not do self-checkout - we used a cashier 2) My daughter ran her membership card (the debit card is under my name) My continued question to BJ's is how has my account been charged? Not to mention once again I do not have a membership and even they have told me this several times. If you cannot assist in this matter, can you tell me who to address this issue with? They have stopped responding to my emails and they are coming up with a lot of bogus reasons for charging my account. I do have additional proof and tracking banks numbers.Business Response
Date: 11/02/2022
Called member on 10/31 and left a voicemail. We are awaiting a call back.Customer Answer
Date: 11/02/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Katriece
I do see where a voice message was left on my cell phone by a *** from the BJ's **************** *************). The message does not address my complaint. I returned the call (11/2/22 @ 2:22 pm EST) and a message stated no one was available - I left my name, number and that I was returning a call to *******
Business Response
Date: 11/08/2022
We sent an email on 11/6 requesting some more information so we can refund.Initial Complaint
Date:10/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is not the first time bjs messes up sends me or gives me bad merchandise. I will discuss this further with the escalations department. Now I'm going to mention the most recent incident. I ordered a pick up ordered BJs marked 2 of the items shipped. It was strange but I waited for the items to arrive. I wad left in front of the door. I didn't open the box and decided to take it to BJ at Millenia to return it. The box was very heavy with was odd because I ordered instant microwaveable rice and a protein shake. I hur myself trying to carry that heavy box and get to the nearest cart to be able to take it inside of the store. When I got to the customer service counter I was asked for the order number and the lady open tbe box to scan the items. To our surprise the order that bjs sent it was a bunch of canned heavy spam ham. Not what I order and they were supposed to send me. I told pictures of everything. I was in shock I'm a vegetarian of 11 years. They sent me ham. I was told I was not going to get a refund for shipping because they don't refund shipping. I'm requesting them to refund shipping and compensate me for the inconvenience and trip there.Business Response
Date: 11/08/2022
Called the member on 11/3/2022 and left a voicemail.Customer Answer
Date: 11/09/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your
you can call me today tomorrow and Friday at 5 pm eastern
complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Mia
Business Response
Date: 11/11/2022
Spoke to member on 11/9/22, member lives in ******* and is getting ready for the storm and will contact when she's safe after the storm passes.Customer Answer
Date: 11/24/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. I have attempted to call the person in charge of the complaint I haven't been able to talk to him. I still haven't received the refunds I'm requesting and the membership that they illegally renewed without my consent still appears active and they haven't refunded me for that either
Business Response
Date: 12/08/2022
Please go to ******** and they will refund your membership.Customer Answer
Date: 12/12/2022
[You must provide details of why you are not satisfied with this resolution. If you do not
Waiting for the bussines to listen to all the customer service cards and refund.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Mia
Initial Complaint
Date:10/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i file compliant for agisant bjs stroe about credit the charge twice and charge for membership until now and my call home and she treat my wife and mastarcardit exper they give me seconone not active they my card mermship and charge every month fee until now stment ****** dollar and call me to take the my money and pay the money all by check if i not pay now take to court they charge money by them shelf alose i am not active new card number ******************* exper02/23 code number 643 thank you so muchBusiness Response
Date: 11/02/2022
We are working with ************* to resolve. We appreciate your patience. Thank you
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