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Business Profile

Buying Clubs

BJ's Wholesale Club, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Buying Clubs.

Complaints

This profile includes complaints for BJ's Wholesale Club, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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BJ's Wholesale Club, Inc. has 267 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 was charged a renewal fee recently. Nobody gave them permission to renew and I was not notified about this charge that I did not authorize. I received a statement and it had a late charge. I called in September and spoke to a representative by phone, and they agreed to remove the charge of renewal fee and the late fee, didnt know there was a charge never knew. . I received another statement and still the charge is still there. So today, I was on hold for over 1 hour and nobody could help me. I was going around in circles saying I had to call the bank. Unacceptable customer service. If they would have given me notice, I would have authorized a renewal. I want all the charges removed because I did not authorize anything.

      Business Response

      Date: 10/26/2022

      We are working with our credit team to resolve. We appreciate your patience. Thank you 

    • Initial Complaint

      Date:10/19/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Membership Number *********** Order Number ********* Purchase date 9/29/22 As of today 9/19 BJ's has not delivered this order. I have called numerous times and they repeatedly tell me that I need to wait and that I will be contacted with more information. I called today to request to have the order cancelled and to be refunded. Sales rep refused, when I asked to speak to a supervisor I was disconnected I called back and asked to speak directly to a supervisor to have my order cancelled and refunded. Representative refused to transfer. I insisted on speaking to a supervisor. After waiting 15 minutes Bla**a came on the phone, explained my situation and she said she could not cancel my order. That escalations could not cancel orders and provide refunds. That I needed to wait for her to send an email to the delivery company first. When I said that it did not make any sense, that I made a purchase agreement with them and that they still had my money. She then changed the story to say that the email would be internal. I told her this was the same response I received in the past with no resolution. I called the corporate number available online to obtain their address to file a better business when I spoke to the operator he sent me right back to customer service. I called back and they kept sending me to the *** and refused the call. I'm really surprised at the level of customer service or better yet lack thereof I have received from this company. I demand a refund for a purchase that they have not fulfilled.

      Business Response

      Date: 10/27/2022

      We are working with CEVA on your delivery. They are experiencing delays and we sincerely apologize. Thank you 

      Customer Answer

      Date: 10/27/2022

      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 want a refund, no other options. It's ridiculous I have to wait over a month for an item. Especially when it was a birthday gift. I'm not going to be satisfied until get my refund. If this can't be done I will proceed with further actions to make sure I receive the results I deserve.

      [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: 11/01/2022

      We have refunded the member today; they should see it within 5-7 business days. Thank you 

    • Initial Complaint

      Date:10/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 was in at the deli department on Friday 10/14 around noon. I was getting lunchmeat and there was 2 girls working. The 1 employee was helping a customer before me and another employee with winter cap on just stood there and looked like she was clueless. The lady with the hat never acknowledged me. Finally 1st employee finished up with customer and helped me, well she asked me what i needed and cap lady cut it, in the mean time 1st employee said anything do i need and I did, she then got me my cheese and said anything else, I said yes and told her what both ladies then proceeded to package up meat and spray the slicers down and who knows what, finally i said can I get my other 2 meats and they **** around a little longer finally I was like are you open and that I was unhappy with the service and way they were treating me. I told the ** before leaving the store of what happened and she was going to watch the video that recorded them. She gave me ************** of no help and they were new. Being a mgr myself I would suggest you just close down the deli until you find help that will treat your customers like they matter. That was the absolute worse treatment I have had in a long time from any store! I will never return to your store. I am very happy to continue going to the ************** store where I live near. Maybe send those 2 employees down to their store for some training in customer service. Please, please get ahold of the recording from this day and see how your employees treated me and im sure others as well

      Customer Answer

      Date: 10/27/2022

      I have not heard from the business in response to my complaint.business has not contacted me. I guess they dont care how their customers are treated. Maybe this is why **** club and ****** is always packed and Bjs is not. Shame on them! 

      Business Response

      Date: 11/01/2022

      Spoke with member, provided $30 Reward for the inconvenience. 

    • Initial Complaint

      Date:10/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The date of the transaction was September 5th. I order a BJ's service called Same Day Select Multipack. The service did not work so i decided to return the service on September 7th. Over 10 days went by and I never received my refund. The company said they would refund me but they never did. I finally decided to dispute the charge with my credit card. Then what happened next was they returned my $58.64, but instead of canceling the same day select multipack. They canceled my bj's membership. Now they are saying I need to renew my membership to use my BJ's Card. I called BJs multiple times, and they just keep pushing the dates out and out. It is now October 15th. On September 16th i asked to return all my money including the member and they still have not done so.So long story short, i am down $65 dollars because my membership is no longer working and they never canceled my same-day select service. They should not be selling this same day service if you cannot have a refund. I've attached the receipt and me asking for them to cancel my same day select. Plus, i would like a store credit for the $65 dollars because i had to renew my membership to use the card. Very unfair.

      Customer Answer

      Date: 10/26/2022

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 10/27/2022

      We contacted the member on 10/26 and left a voicemail. We are awaiting a return phone call. Thank you 

    • Initial Complaint

      Date:10/14/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 still unable to get access to my rewards (now reached (******) from BJs Wholesale. The original complaint ID is ********. I was told that that ************* has been working on the issue of transferring rewards to BJs membership card since June 2022 since they did an company wide upgrade. Now it is October 14, 2022. I would like a check for $****** to be mailed to me as soon as possible. Things are very hard with me financially and it is not fair for BJs/************* to have perks/rewards that customers like myself cannot have access to. I called them 3 times this week and was told the same thing: " they do not know when it will be resolved and cannot verify that I have such rewards." I acquire points/rewards every time I shop at BJs. I checked this morning and on the ************* website shows that I have $****** in rewards. They just are unable to transfer over that to my BJs membership card. Well then, send me a check in the mail. They are holding my rewards hostage. I am a single parent who is trying her best to keep my son and myself feed in these difficult **************** This is eriously out of control. I do appreciate you help in the first complaint that I filed. I need your help even more. The same notice comes up on ************* website:" We're working hard to fix the rewards issues caused by our recent system update..." They know they cannot fix it and it is unfair. Please see the documents I attached proving that I am owed this money. I am not a liar. Please help me get my $******

      Customer Answer

      Date: 10/25/2022

      I have not heard from the business in response to my complaint.

      They have not reached out to me at all. 

      Should I call them?

      Please continue to advocate on my behalf. 

      Business Response

      Date: 10/27/2022

      We are working with ************* to get this resolve. We appreciate your patience. Thank you 

      Customer Answer

      Date: 11/01/2022

      I received my $140 in rewards that was owed to me. I spoke to *** who helped me to get to the bottom of this. 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:10/14/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order was placed 4-19-2022, Order #********* - Order was shipped 4-20-2022. Order was received 5-5-2022. The order was damaged and an email was sent with pictures to receive a new table top. Also, not all parts of the table were included. (the new table top was received 6/20/22 but did not send the firepit replacement insert or k**** - email sent 6/20/22). Other shipments were sent out with the parts. Once all parts arrived and table was put together, the firepit was not properly working (did not work at all, it was the original broken one) and the k*** was still missing. Multiple calls and emails have been sent back and forth. They have sent the same email since:Aug 14, 2022, 10:55 EDT Hi ****, Thank you for contacting BJs Wholesale Club. We appreciate your business and apologize for any inconvenience this may have caused. Youre a valued member and were committed to providing you with the best service possible. I will send a item replacement request to the specialized team and check with them. Once I get an update I will follow up via email. Thank you for being a loyal BJs Member.and then this email (same since 8/22/22)Oct 14, 2022, 14:32 EDT Hi ****, Thank you for contacting BJs Wholesale Club. I understand your concern. It's understandable that you're very upset about what has happened. We have received an update from the specialized team they have taken care to process your replacement request Once I get an update with the tracking timeframe date I will email you with the update within 2-3 business days. Thank you for being a loyal BJs Member. ***** BJ's *********** Team www.BJs.com Email: *************************************** Club Inquiries: 1 800 BJS CLUB ***************)Hours: M-F 9AM-7PM, Saturday 9AM-6PM, Sunday 12PM-6PM ET

      Business Response

      Date: 11/02/2022

      Called member on 11/2, member informed us he will contact us back. 

    • Initial Complaint

      Date:10/14/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 September 30th, I called Bjs tire center (800 number) to inquire about my tire warranty from tires I purchased in March 2021 since one of my tires was now flat. I was told the warranty was valid so I called to the store and was told to come in by 5 thar day to order the replacement tire. I explained my car was not drivable and thar I have run flat tires. I went to to the store ordered withe the prorated warranty rate and scheduled installation on October 1st at 3:30. On the 1st I called before arranging to have my car towed to ensure the tire was there. Upon arrival the mechanic mentioned that there was now a policy in which all 4 tires needed to be replaced for a all wheel drive. This was never mentioned previously and they did not have all of the tires in stock. After a lot of confusion they tried to find other tires which were not run flats. I then called the dealer who explained what I was being told was not true. I called the 800 number and had my car towed back home. On Monday October 3rd the dealer tow my car and replaced the tired. However Bjs did not honor their warranty and I am out the cost of towing my car 2 times in the 1st. Had Bjs stated their "policy" upfront I would have been informed. I am seeking a credit for half of my towing expenses ($150). They also should train their staff and post policies to ensure customer awareness.

      Business Response

      Date: 11/02/2022

      Spoke with member, provided $150 Reward for member satisfaction for the inconvenience of having to get their car towed. 

      Customer Answer

      Date: 11/10/2022

      [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:10/14/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 been a member of BJs Wholesale Club for many years. A few years ago, I decided to apply for their credit card and my membership was upgraded from Perks Rewards to the Elite one. Since the new membership was not convenient for me, as I was supposed to use the credit card to accumulate rewards and most of my purchases were not being done with the card, I decided to close the credit card around a year and for them to downgrade my membership to the one I had before. This is when everything started. The credit card was closed by the bank that was providing BJs credit services, but the membership was never downgraded. When I noticed, my purchases were not accumulating rewards, I spoke to an employee at BJs and I was informed that their system wasnt showing the credit card was closed. The person suggested me to call the Bank and BJs customer service helpline; which, I did back in August 2022. The bank reaffirmed the credit card was closed, but the BJs rep. who assisted me, over the phone, wasnt seeing on his end. Long story short, he supposedly fixed the problem. He escalated the issue to have my membership downgraded and gave me an average credit of the reward amount my purchases had accumulated. However, September passed, Im doing a lot of purchases and I realize the problem persist. No rewards are being granted for my purchases. Once again, I did the same thing, spoke to someone at the BJs club, had to call member care by phone, and wasted more than 50 mins of my time to solve the problem. It was exactly Oct. 11, 2022. I spoke to ********. The acct was still linked to a closed credit card and was never downgraded, so I had to go thru the whole process again. At the beginning, she didnt want to give me a refund of the rewards accumulated by my constant purchases. But, since my daughter insisted that they dropped the ball and we shouldnt pay the consequences, she agreed to send me a $30 gift card. She didnt fix it either. I had to contact them again

      Business Response

      Date: 11/02/2022

      Spoke to member on 10/31, member informed us that the issue was resolved. Provided $50 Reward for member satisfaction. 

      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:10/14/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 filed a complaint a few weeks ago # ********. I agreed to their response for a $10 gift card and possible discounted membership. However, I can only have the gift card IF I am a member!!!!!! That is how this whole thing started! I didn't want to renew my membership when it expired 9/30/22......but they wrongly , mistakenly, canceled me on the spot that day. So, nothing has been resolved to my satisfaction.

      Business Response

      Date: 11/02/2022

      Called member on 11/1 and left a voicemail, awaiting a call back. 

      Customer Answer

      Date: 11/04/2022

      [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:10/14/2022

      Type:Order Issues
      Status:
      Answered
      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 purchased for a second time Their 2% rewards membership and spend around 900 usd monthly and have not received any rewards. I visited the store and the employee stated there was an issue with the system and gave me their customer service number. They stated that I dont have rewards but then stated that I expend a good amount of money there and escalated the issue about 2 weeks ago and no one has contacted me. Membership number is 1 ***** ***** 4.

      Customer Answer

      Date: 10/24/2022

      I have not heard from the business in response to my complaint. 

      Business Response

      Date: 10/26/2022

      We are looking into your Rewards and working with our internal team. We appreciate your patience. 

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

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