Business Profile

Buying Clubs

BJ's Wholesale Club, Inc.

Headquarters

This business is NOT BBB Accredited.

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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 Complaint

The 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:10/26/2022
Type:Product Issues
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 Wednesday, October 19, 2022, I called the BJs phone number to request a check in the amount of my earned rewards to be mailed to me. First i was told that my earned rewards can not be mailed to me but that i could apply the dollar amount to my credit card balance. At this point i was transferred to another representative that told me i couldn't received the rewards in either fashion. We hung up. I had also read that you can apply your rewards towards an online purchase. The television i was interested in is not available in any of my local stores; it had to be ordered online. I ordered it, expecting to apply my $160 of earned rewards but there was no option to enter that choice. In addition, they are supposed to offer you redemption of your rewards at the cash register in $10 increments up to your entire purchase minus the less than $10 amount ( example: purchase is $55.55 and they apply $50, with a remaining balance of $5.55). Lately they ONLY allow $10 each purchase."Cash back is in the form of electronic Awards issued in $10 increments that are used at BJ's checkout and expire six months from the date issued. Must contact BJ's *********** at 800-BJS-CLUB to request cash back in the form of a check prior to Award expiration.""My BJ's Perks World Mastercard Credit Card Accounts are issued by ********************* pursuant to a license from ************************ Incorporated. Mastercard and the Mastercard Brand **** are registered trademarks of ************************ Incorporated.""Cash back Must contact BJ's *********** at 800-BJS-CLUB to request cash back in the form of a check prior to Award expiration. If you choose to use Awards at checkout at BJs.com, you may choose how many $10 increments of available Awards you wish to use."
Business Response
Date: 10/27/2022
We have adjusted $190 in Rewards to the membership. They will reflect within 3 business days. Thank you
Initial Complaint
Date:10/25/2022
Type:Service or Repair Issues
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 10/04/22 I ordered Fire pitt table through BJ's wholesale website. Till no I've not received the product. It was suppose to be delivered by 10/10/22. I've trying to reach them via email & call since 10/10/22. On email they keep telling me they will have answer in 2-3 days. On 10/12 I called their customer service, someone was suppose to look into it and call me back, never received call bac. Today I called them again, very rude supervisor answered by the name of ******* out of their 3rd party ****** call center, with no desire to assist. She said delay with with their delivery service due to technical issue which has been going on since 10/09. She didn't have any eta when product will be delivered. I asked to cancel my order and refund my money. She refused and was very rude. I asked to speak to her supervisor she refused said she doesn't have a manager and doesn't report to anyone. I want full refund for my purchase that I haven't received and ******* from their ****** call center needs to be disciplined or removed from this role of customer service.
Business Response
Date: 10/26/2022
Working with member on 18245949. Thank you
Initial Complaint
Date:10/25/2022
Type:Product Issues
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.
Ordered a product with BJs back on September 25th - received an email on September 26th saying the product shipped. Never received product, asked for the return to be processed and was told that it now shipped so was told to wait. Have been waiting over two weeks. Asked for a return to be processed and am now being told to wait again for the product to return to them. Upon calling today was now told that the product has been lost in transit. Shipping company CEVA is unreachable. At this point have now spoken to 17 different supervisors and representatives and every one has given me a different answer, no resolution - the commonality is that each and every one of them has told me its going to be x number of days until whatever; all asking me to wait additional time. Have now spent over 7 hours on the phone with customer service. No resolution. No product, no refund.
Business Response
Date: 10/26/2022
We are working with member on complaint 18294959. Thank you
Customer Answer
Date: 10/28/2022
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,
****
Initial Complaint
Date:10/24/2022
Type:Service or Repair Issues
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 have a BJ's Master card and it was expired on 9/22 and did not received my new card by mail so i called there customer service from ************* and after waiting on phone for almost 2 hrs. i was told that they will mail me new card. 2 weeks later they send me new card with my wife's account!! i called again and same issues with getting live person from there bank this time after waiting 2hrs12min they hang up on me!! i went to get help from BJ;s club in ****** where my account is and same thing happened CS rep was mean and so no interest to resolve my issue i asked her for call MGR on duty not willing to call any one and i left with out getting any help from them as well!! call Bj;s help line as i am typing and same thing happened they transfer my call to there Bank rep. and line went silent!!
Business Response
Date: 10/27/2022
Member is going to use Wife's Credit Card until Capitol One switch since his Credit Card is expired.
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:10/24/2022
Type:Service or Repair Issues
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 purchased a 7 piece patio set at the beginning got summer from BJ's .com. I spent hours putting the product together and 3 parts were too bent to put together the last 3 chairs so didn't use it all summer. On August 1, after calling many times, I started a long set of emails with customer care. I identified the 3 pieces needed from the directions and was assured I would receive them. I have an email on the thread that says finally it would arrive by Oct 1 and I emailed since then twice that I didn't receive it with no response. Today I made 8 calls to BJ's and every C/S person told me something different. One offered for me to return the whole thing but it's almost all put together now and taking it apart would be impossible for me. One sent me directly to a *************************** office that does not even carry that product. One person read me an address it went to and it was not my address and so also not the address where the original purchase was sent. I would like the parts to complete the set. If the set cannot be fixed and I need a new one then it should include assembly. (I am a woman in my 60's and this was a huge undertaking to assemble). Also I didn't get to use it.
Business Response
Date: 11/01/2022
Contact member on 11/1 and left a voicemail. Awaiting a response from the member.
Customer Answer
Date: 11/01/2022
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 called the number left on my phone from "***" at BJ's and am getting an automated voicemail over and over- ************. I have literally already spent hours on phone and email correspondence. I just want the parts asap or a refund.(there is really nothing to talk about- the parts need to be sent to ***********************************************) I am packing away the porch furniture now for the winter and have not been able to use this furniture. Thank you *****
[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: 11/02/2022
Spoke to member on 11/1, provided email to send photos.
Customer Answer
Date: 11/14/2022
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.
My complaint is closed now because the person I was dealing with at BJ's seemed to be working on it after you wrote to them and I responded once it was not resolved. I am now calling and not getting a response from BJ's and it has not been resolved at all. My last message to them was that I will have to refile again with BBB (if that is an option). I was trying to give them time to work on it and then it expired with you (which is not a lot of time to get called back).

*** at BJ's said they were going to discuss the issue and I called twice after that. I still do not have my parts or any indication they will come and so I'm left with a partial product missing three chairs. For 6 months.

Thank you,
*******************************
Business Response
Date: 11/15/2022
Emailed member on 11/14, will continue to reach out.
Customer Answer
Date: 11/21/2022
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.

Yes I did get an email. I spoke to *** at BJ's and he said the item would be shipped in **** business days and that I would receive tracking info shortly. This was 11/17 and I just do not want to close this case yet until I receive info or tracking that it is actually being sent. I have all the rest of my patio furniture covered for snow except this set and I'm going to have to go outside in the cold and 3 chairs together before that happens. I would prefer to not be receiving it at all at this point in time. It's a lot of work in the cold for a 63 year old woman who can't use it for another 8 months or so. I would put it out on the curb and return it if I could.

Regards,
*****
Initial Complaint
Date:10/24/2022
Type:Customer Service Issues
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 purchased ATV sent on October 3 and was told that it was shipped out immediately. I tried to contact the shipping company with my shipping tracking number but it was on traceable. I finally got a hold of the shipping company and they told me that they would ship it within the next day. That was four days ago. I have not been able to get any information from BJ's considering my purchase. My tracking number is BJJ0019955
Business Response
Date: 10/27/2022
We are working with CEVA to get this delivered. We thank you for your patience.
Initial Complaint
Date:10/21/2022
Type:Product Issues
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.
My mother had bought two air mattresses from bud that said 100%money back guarantee if not satisfied or if anything goes wrong. Both of them had a slow leak and were not good products but instead of asking for the money back we decided to ask for an even exchange to hopefully get two of the same products that were made better. When my mother asked for this they charged her $7.0.00 in total to have an even exchange of the exact same product. Ive never ever heard of someone having to pay for an even exchange the reason they gave was because it wasnt the sale price anymore, I can understand if we were trying to get the money back but for an even exchange it should not matter if the product is on sale or not it is exchanging the defective product for a hopefully working product. I have never ever heard of being charged for an even exchange in my life. I feel like either the cashier and manager were trying to steal the money or took advantage of my mom.
Business Response
Date: 10/27/2022
Contacted member 10/26 and left a voicemail. We are waiting on 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,
April
Initial Complaint
Date:10/21/2022
Type:Billing Issues
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.
My September Statement showed an account balance of $5,255.57, which was verified with company. We informed the representative that we will be sending a check by October 14, 2022 based on information received from loan company. I received confirmation that check#**** was sent overnight to the payment address of *********************************************, but to date have not been posted to the account. I have been unsuccessful in contacting anyone at ************** or ************** was on hold for over 1 hour and 25 minutes. I request that BJ's waive the interest caused by their delay in processing the payment.
Business Response
Date: 10/26/2022
We are working with ************* to resolve. We appreciate your patience. Thank you
Initial Complaint
Date:10/21/2022
Type:Product Issues
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.
Filed complaint with you earlier today. Case number ********. They gave me the last 4 numbers of the card it was going to be reversed on and said it was a Mastercard. The card with those 4 last numbers is a **** I just checked the other card that was also used in this transaction, the one they initially said didnt go through and the refund was issued to that card. I checked that card because it is a Mastercard but doesnt have those 4 last numbers. No action needs to be taken. I have been given my refund, they gave me the wrong 4 last numbers of the card it was being credited to. It still should t have taken 3 months to receive my refund. I am sorry for the inconvenience this has caused you. Thank You
Business Response
Date: 10/25/2022
Member submitted complaint twice. We are working with member on complaint 18294074
Customer Answer
Date: 10/25/2022
[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:10/21/2022
Type:Service or Repair Issues
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 made a purchase on aprox July 30, 2022, I inserted my credit card and it said it did not go through. I inserted it another card and it went through. I was charged twice for this purchase. I contacted BJs the following day and was told a refund on one card would be issued. That was almost 3 months ago. Last week I received an email from BJ stating they have reversed the charges from my purchase and I would see it reflected on my card in 3-5 business days. When those days passed and I didnt see it reflected in my account I called them and was told it takes 10 days and Id see it there today (Friday 10-21-22) and if I didnt to call back. Today I checked and I still didnt see it reversed so I contacted them again and was told I had to wait another day. They just keep telling me to wait more days for something I should have received months ago. No one seems to help, they only want to tell me to wait more days, Im basically getting the run around. The case #is *******. They also state its a Mastercard and its a ***** *** told them this. They said it didnt matter they have the number. Ive been told to contact the card and make sure its not there, I have twice since receiving the email from them last week. How long am I suppose to wait for them to credit the money back to my account and why do I keep getting the run around.
Business Response
Date: 10/26/2022
We are working with *************** to resolve. We appreciate your patience. Thank you
Customer Answer
Date: 10/26/2022
[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,

***********************

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BJ's Wholesale Club, Inc. is NOT a BBB Accredited Business.