Buying Clubs
BJ's Wholesale Club, Inc.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
- 1,243 total complaints in the last 3 years.
- 386 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:01/22/2025
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 did not receive my order they sent it by the company roadie and I was given a complaint number ******* and yet to get my money back from **
Business Response
Date: 01/23/2025
Please see attached.
Member was fully refunded on 1/23/25
Initial Complaint
Date:01/22/2025
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 placed a home delivery order on 12/12/2024 that was never received. Ive contacted the company multiple times phones calls and emails regarding the refund to my ebt I was told it was sent and to wait 30 days Ive waited the 30 days and when I called the company back they responded with they didnt place the refund until 1/9/2025 *** might have to wait another 30 days the company has lied to me multiple times regarding my refund and said there is nothing more they can do to help me .. Ive contacted *** and they have informed the refund has not been sentBusiness Response
Date: 01/23/2025
Please see attached.
We will confirm refund with our credit team and will update the member
Customer Answer
Date: 01/23/2025
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
Bjs has been telling me for over a month I will receive my refund. And nothing has been done. I do not feel confident in the companys response that they will check with the refund department and notify me. Ive waited longer than the average refund time and will just like to receive a confident response that my refund is sent. Ebt issue money back to the card right away there is something going on that they arent looking further into
Regards,*********
Business Response
Date: 01/27/2025
please see attached.
We are working with the member on a resolution. Our ***************** has confirmed that the refund went through; however, *** is telling the member they have not received it. Since *** is a federal/state-run program, they are not required to inform BJs if the credit was processed. We will continue to work with the member on this matter.
Customer Answer
Date: 01/28/2025
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
I am still currently waiting for my refund I have contacted *** services multiple times and they do not have or show any refund submitted on their side.
Regards,*********
Initial Complaint
Date:01/22/2025
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 August 27th I received a letter from Bj's wholesale club regarding ************** Apple Juice 96oz 2 pack. Instructions were given and followed no response after being informed to wait to hear back from the company via ***** at the mentioned phone number given.I also received an email on 10/10/24 regarding recall again i called number provided for the 3rd time informed someone will call back.I decided to try again and was informed they were no longer taking numbers, names or emails I would have to send my owe email to: ******************************* I did follow these directions and still have had no success I purchased a total of 3 two packs on April 4th, 2024, for a family gathering code given in letter to use ("***** CT89-5"No refund or response has been received as of yet and I have followed all directions given.Thank you,******* ****** *************************************************************************** ************ ******************Business Response
Date: 01/23/2025
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:01/19/2025
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 January 18, 2025, I visited the BJs Wholesale Club in *************, using the Express Checkout feature on the app to pay a total of $174.70. After completing my purchase, I approached the exit, where I was treated differently than the white male customer ahead of me. The employee, a white older male, scanned my exit barcode but then began rescanning items in my cart, claiming I hadnt paid for a box of shrimp. I showed him my app receipt, which clearly displayed the shrimp, but he dismissed it, saying, I dont care because thats not what my scanner shows. He then removed the shrimp from my cart and continued scanning other items, claiming I hadnt paid for them either. As I tried to explain that I had already paid for everything, he yelled, If you dont like it, then dont come back here anymore. When I tried to retrieve the shrimp from the counter, the employee aggressively smacked it out of my hand. Customers in line spoke up, but he continued to be rude. The manager, *****, reviewed my receipt and returned the shrimp, but the employees unprofessional behavior was not addressed. I felt humiliated, singled out, and disrespected, especially as I observed the white male customer treated without such scrutiny. I believe this incident was racially biased and escalated unnecessarily. Later, another employee shared that this worker had been rude to him as well. I am seeking the following actions: 1. A formal written apology for the employees behavior. 2. Appropriate disciplinary action against the employee. 3. Racial sensitivity and customer service training for all employees at this location. 4. Compensation for the emotional distress caused. If BJs does not address this appropriately, I am prepared to take legal action. I put a more detailed complaint below since this can only take so many characters.Business Response
Date: 01/20/2025
Weve contacted the club, and a team member will be in touch with you shortly.Initial Complaint
Date:01/19/2025
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.
On 1/1/2025 I reached out to BJ wholesale club via email and asked that my membership be cancelled. I had until 1/1/2025 to cancel therefore I was within the specified timeframe . I originally tried to call by phone to cancel but the wait time was extremely long therefore I opted to email their customer service ***** It was a very SIMPLE request - cancel my membership *** 4 ******* and refund me the renewal fee which was billed 1/1/2025! Miles responded back asking me to explain the reason for cancellation and provide him with my credit card number. I do not give my credit card number by email (not secure) however I did provide the reason. also I know my credit card is attached to my membership number which he had access too as I provided him with my membership number. Then ****** responded back on 1/4/25 and 1-6-25 requesting the same information that Miles had requested. On 1-9-25 *** emailed me about keeping the membership after I asked for cancellation, then on the 10th ***** requested the same info that everyone else requested and on the 14th ******* 14 days later and still my problem has not been RESOLVED!!! WHY? This is POOR customer service. I want my membership #*** 4 ******* CANCELLED and I want a FULL REFUND!!!This is the kind of poor customer service will will cause a business to lose a customer I am so turned off & just may stop shopping at your store. I take a group of seniors three times a week I will find another store. HORRIBLE Service!Business Response
Date: 01/19/2025
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 01/20/2025
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 received a call from *** *********** stating he was trying to reach me regarding the complaint. That was it. No need to call just CANCEL the membership as Ive asked and provide me a full refund of the $60.00 ASAP!!!!!!
THANK YOU
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,Verma
Business Response
Date: 01/27/2025
Please see attached.
the member was refunded on 1/20/25
Initial Complaint
Date:01/18/2025
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.
My 85 year old african american dad and my young ************************** store to pickup a full size ved, box spring and frame-,. No one offered to help put the beds in the truck. Why would he have to ask after i just spend all **** money. ***** has it that this store is prejudice. I will post this on socail media and see what other people think of this store.Business Response
Date: 01/19/2025
The complaint was filed by ***** *****; however, this person is not listed under the membership. Due to privacy protection, I am unable to discuss any information with this person.Customer Answer
Date: 01/19/2025
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,*****
Business Response
Date: 01/23/2025
order # ********* and # *********
pick up in club 386
The complaint was filed by ***** *****; however, this person is not listed under the membership. Due to privacy protection, I am unable to discuss any information with this person.Initial Complaint
Date:01/18/2025
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 purchased a pair of Apple AirPods Pros (2nd Generation) online from BJ Wholesale Club (order #*********). Upon arrival, I received an empty beat up box. Firstly, the box was not for the correct model of AirPods, and more importantly, did not contain any product. I attempted to contact BJ's on several occasions via phone, but was passed around to multiple people and ultimately was disconnected. After multiple attempts, I was connected with someone who then asked me to email them a photo. I did this on June 5, 2024. I did not receive a response. From there, I continued to try and reach out and on June 17, 2024 stating "Im sending you this email to provide the resolution related to Ticket # ******* regarding order # *********, This was escalated to our internal team and we were advised to Dispute the charge with your bank." I then disputed the charge with Amex, to which BJ's denied and I was unable to recover. I reached out to BJ's on several more occasions to discuss this with them. It was unable to be resolved.Business Response
Date: 01/19/2025
The member had a one-day pass, and order #********* was delivered by ***** on 5/31/24 at 3:14 PM. Please see the attached signature for confirmation. We have kindly advised the member to dispute the charge with her bank on multiple occasions.Initial Complaint
Date:01/17/2025
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.
The TV was delivered damaged pickup and sent back to the warehouse it has been over a week since they pick it up they say the TV is in transit don't know where it is and refuse to give me a refund, have made multiple calls to **************** and they will not resolve the issue, ***** ******* (BJ's Member Care), is the second ********** that I have talked to about this issue, to compound thing the payment is due today on the BJs credit card and they don't seem to care that I need to make a payment on a TV I don't have that was damaged by their delivery people this whole process started on 1/2/2025 and is still not resolved, they refuse to give me my refund even though they know the TV was pick up but have no idea where it is now the warehouse they were suppose to return the TV to is only 4 to 5 hours from my home.Business Response
Date: 01/18/2025
We will contact the transportation company to confirm the pickup and update the member.Customer Answer
Date: 01/19/2025
[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:01/17/2025
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.
On 11/14/2024 I placed an order for an iPad valued at 339.99+tax via ************************. As of January 17, 2025 I have not yet received this iPad. **** has confirmed it was not delivered to my home, but rather lost in transit. They indicate the retailer should submit an insurance claim as the package was insured and that I as the recipient cannot file such a claim. ************************ has refused to assist with any portion of this.Business Response
Date: 01/18/2025
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 01/25/2025
BJs accepted my evidence of non delivery and refunded my order.Initial Complaint
Date:01/17/2025
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 placed an order on December 13 for two mattresses one of which was delivered. The other was never delivered. I spoke to someone and theytold me that the mattress was delivered to an address out in ******** and then they sent me a new tracking number and that tracking number never Had any activity. I spoke to multiple people who work for BJs over their chat that Assured me the mattress was on the way last week. I spoke with someone new over the phone and they said that they were working on my refund, but it needed to be escalated. I still have not received my refund. It has been over a month I would like my money back for the mattress I did not receive.Business Response
Date: 01/17/2025
We will reach out to the club and update the member.
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