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Business Profile

Buying Clubs

BJ's Wholesale Club, Inc.

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

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

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    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 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:01/16/2025

      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 placed an order for delivery on 1/15/2025 to be delivered on 1/16/25. I specifically put my phone number and delivery instructions that were clear on location and to call me when they arrived. I woke up anticipating this order and was not surprised to get the email of the order being rang up at 9:13 am. However i started to worry as ***** minutes go by and i hadn't received any communication that my order was on the way. I chatted into the member services ****. I was told the order had invoiced so it left he store. I asked can they check and see if they left because per BJ's own website it never stated it was on the way. I was told oh they will call. I then received an email at 9:59 am that the order was canceled. This has cost me 2 hours of work and additional time as now i have to wait for my money to be refunded and still go out and try to find time to go grocery shopping. I called in and was told by a ******, ** member care supervisor, id number *******, only a 14 dollar credit would suffice for being the 5th time that happened. I find that completely unacceptable.

      Business Response

      Date: 01/17/2025

      Please see attached.

      The member was fully refunded on 1/16/25 we apologized for the inconvenience.

    • Initial Complaint

      Date:01/16/2025

      Type:Billing 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.
      Auto renewal $120 you guys send nothing about increase. I was offered $50 credit yet they refunded whole thing. I am sick and supervisor keep calling when the mistake is on yall end!!!! You dont value ur customers or their time. But u turn my membership off! I have a college kid needing gas. Yall all the worse!!!!

      Business Response

      Date: 01/16/2025

      Please see attached the membership seems to be active we will reach out to member via email and are awaiting a response to resolve. 

    • Initial Complaint

      Date:01/15/2025

      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 had over $600 stolen from my EBT food stamp card and purchased at this wholesale dealership. Ive done my research and there are a large number of NON MBERS saying that there are multiple people that are being affected by the fraud of this company. Their corporate office says theres nothing they can do although more and more food stamps become stolen and used unauthorized at this location. Was told there was nothing we could do to go to the ************************* and follow dispute but they stop disputing the fraud amounts December22Nd 2024 due to all the fraudulent activity. The fact that this wholesale place is still currently allowing a *MEMBER to Use unauthorized payments is atrocious and illegal!!! Please help these people shut this system down before millions of children go in-fed!

      Business Response

      Date: 01/16/2025

      We understand how stressful dealing with fraud can be, and were here to guide you. If you are a non-member and need to report a fraud dispute, this must be filed directly with your state. Please note that investigations into *** fraud are handled differently by each state. BJ's is committed to cooperating fully with local, state, and federal authorities to ensure all matters are handled with the utmost integrity and compliance.

      For specific details and assistance in *******, please refer to the information below.

      **********, Ala.  Alabamians who fall victim to SNAP fraud may soon qualify for reimbursement from the ************************************* (***).

      On Tuesday, May 30, *** will start offering replacement benefits to victims of EBT card skimming, card cloning and similar SNAP fraud. Alabama will be among the first states in the nation to replace stolen SNAP benefits with federal funds.
      We cannot let thieves rob ********** families of their ability to put food on the table, said Alabama DHR Commissioner ***** *******. Replacing stolen benefits will support uninterrupted access to nutritious meals for victims of SNAP fraud who rely on this program to feed their families.
      With the passage of the Consolidated Appropriations Act of 2023, ******** authorized states to replace stolen SNAP benefits with federal funds. Earlier this year, Alabama became the fourth state approved by the ********************************************************* to implement a plan for reimbursing victims.
      The federal law limits replacement benefits to thefts occurring between Oct. 1, 2022, and Sept. 30, 2024. Since October, *** has received approximately 300 reports of stolen SNAP benefits.
      To request replacement benefits, victims should contact a county *** office and report their SNAP benefits stolen. June 30 is the deadline to submit reports for benefits stolen between Oct. 1, 2022, and May 30, 2023. Benefits stolen after May 30 must be reported within 30 calendar days of the date the theft was discovered.
      After notifying DHR, an affidavit of stolen benefits must be completed to start the verification process. Location and contact information for all 67 county DHR offices is available at ****************************************************.
      *** encourages SNAP participants to safeguard their benefits with these tips:
      Avoid simple PINs: Number combinations such as 1111, 1234 or 9876 are easy for others to guess.
      Keep your PIN and card number secret: Do not share your PIN or card number with anyone outside your household. Cover the keypad when you enter your PIN on a machine.
      Beware of phishing: DHR will never call or text to ask for your PIN or card number.
      Change your PIN often: Change your PIN at least once a month, right before your benefit issuance date.
      Check your EBT account regularly for unauthorized charges: If you see any, change your PIN right away to stop the thief from making new purchases. Report suspicious activity to your county DHR office.
      Contact your county DHR office: If you think your SNAP benefits were stolen, contact your county DHR office.

      Customer Answer

      Date: 01/16/2025

      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,

      Brittany


      if you look on the attached photo of the response from the business, it includes the date of May 30th a Tuesday (which it is a THURSDAY this year 2025) 

      and below that the dates between October 2022 thru September 2024.

       

      BUT MY BENEFITS WERE STOLEN 01/07/2025!!!!

       

      and the county ********** is NOT reimbursing funds back to card past DECEMBER 22nd 2024!!!!!

      so what about the rest of us past that date last year? *** AND STATE OFFICES ARE NOT DOING ANYTHING AND SAID THERE IS NOT A LAW IN PLACE TO NOT ALLOW REFUNDS.

       

      so following, I either want a $611 order delivered to my home or I want a check sent to me in reimbursement of the funds your company allowed to be stolen. You want to talk about pins? Mines not an easy number to guess. I DID dispute the card and got a new one and I am filing a police report THIS MORNING with the local police. Either way you and your company will make this right and not rely on the terms:

       

      you need to do this through your state. 

      no you are about to get sued by one of the best lawyers in ********** Alabama. 

      MAKE THIS RIGHT AND STOP SENDING AUTO RESPONSES ABOUT HOW TO FILE A DISPUTE THROUGH EBT!!!!!! Thats a joke and a disgrace to your company!!!!!

      Business Response

      Date: 01/22/2025

      The ************************ Service instructs that all concerns about possible fraud be reported to the applicable state agency. If you do not have the contact information for your state agency, the ************************ Service website includes a state contact directory. The direct URL is: *********************************************."

      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. 

      I have contacted the states resources, that is not the point. The point it you are allowing multiple people to be stolen from through one of YOUR MEMBERS in your system. Maybe multiple members! So do that matter, since there hasnt been any proof of shutting down the account attached to the card number that belongs to me, Id like a reimbursement or an order delivered to my home in the amount that was spent. This isnt about the food stamps anymore. This is about getting back exactly what you allowed one of your members to take away. I want a resolution OTHER THAN REPORT TO YOUR STATE. Because Ive done that, Ive done the police report the next thing to do is to sue your company. 

      [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,

      Brittany

       

       

    • Initial Complaint

      Date:01/13/2025

      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.
      Order # ********* Made an online order. Driver had issues finding addess..Did not recieve my delivery Doordash is.awful. called doordash and they initiated refund. Got a picture with NO food. Paid $47 tip. Want a refund immediately! I Want my delivery (subscrition) back TOO!

      Business Response

      Date: 01/16/2025

      Weve contacted the club, and a team member will be in touch with you shortly.

      Customer Answer

      Date: 01/17/2025

      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 AM STILL WAITING FOR A REPLY AND MY REFUND

      [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,

      Kewanee

       

       

      Business Response

      Date: 01/22/2025

      please see attached

      I spoke to the member on 1/21/25 member has been fully refunded 

    • Initial Complaint

      Date:01/13/2025

      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.
      On or near january 1, 2025 the club had charged my wife's credit card for $68 for a renewal on the club membership. My wife went to the club and they stated to her that they cannot refund the amount back to her since she is not primary on the account.I chatted in with a ***resentative from BJ's corporate and they said that they would refund the amount back in full to my wife's card. When asked how they would be able to charge my wife's card since that is not the card that was used, the *** stated that BJs saves the card information and then just bills the card (even without an opt in or opt out notice) when the renewal is up. We did not want the renweal. PS the store in *************** is a joke. The managers are rude, they do not even talk to the customers, they ignore suggestions and dont take feedback the right way.

      Business Response

      Date: 01/14/2025

      Reached out to member via email and are awaiting a response to resolve.

    • Initial Complaint

      Date:01/13/2025

      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 booked travel arrangements through them and they sent out the itinerary which was a little mixed up. The flight left at 12:55 am on Jan 12 but our hotel check out wasnt until 11am Jan 12. I had to pay an extra $1300 to get flights back home in a reasonable time. Even though trip insurance was purchased, it wont cover any of the inconveniences that took place.

      Business Response

      Date: 01/14/2025

      We will reach out to BJ's Travel, and they will follow up with you directly.

    • Initial Complaint

      Date:01/11/2025

      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.
      Why does BJs advertise HSA next to all products that qualifies as *** purchases?Then when you attempt to purchase a *** product, they DONT accept your HSA card to purchase? We called the BJs customer service number and was admitted the only item they would allow using your HSA card for is Opitcal items? In my opinion, this is FALSE advertising. I would email the CEO of BJs, but cant find his email address.

      Business Response

      Date: 01/13/2025

      Reached out to member via phone and are awaiting a response to resolve.  

      I wanted to clarify the use of HSA/FSA cards for purchases:

      Currently, members can only use HSA/FSA cards to purchase contacts, frames, and exams at the optical register only.
      At this time, the store POS is not certified for broader FSA/HSA purchases. However, members can use their HSA/FSA cards to purchase eligible items through BJs website or app only.
      Thank you for your understanding, and Ill continue to monitor and share updates as needed.


    • Initial Complaint

      Date:01/09/2025

      Type:Billing 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 an authorization fee of $75 at BJ's gas station on 12/16/2024 when I ran my card as credit instead of debit at the gas pump. On 12/17 BJ's charged me $30.12 for the actual gas price but the $75 remains pending on my account still till this day 01/09/2025. I called my bank on 12/23/24 to find out why the charge hadn't come off and they said that they couldn't do anything because it was still pending but they saw it should fall off by 12/27/24. When it didn't I contacted BJ's customer care and they said that they would look into it. after the run around from these two lying supervisors ******* ***** and ***** *******, and the other agent they said today that they didn't charge me $75 and that the total was only $1 and $30.12 which are lies. I have all the emails back and forth with these people. I am going today to file a police report and you can take it up with them. This is the worst customer service I've ever received and pure fraud.

      Business Response

      Date: 01/10/2025

      We will reach out to the credit **** today and will update the member. 

    • Initial Complaint

      Date:01/08/2025

      Type:Product 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 requested a refund for the annual subscription of BJ's Same-day delivery service on July 15th 2024 via email. On October 16, 2024, BJs ******************** representative Skylar informed me they have requested a check refund of $108.13 and it will be sent to your address in 4-6 weeks. On December 17, 2024, BJs ******************** representative **** informed me "I see that your check request proceeded on 08/17/2024 and it will be sent to your address in 6-8 weeks. I request you to please wait another few more days".This is a ridiculous amount of time that has gone by and BJ's Wholesale Club still has not been able to successfully assist me with this issue. Today is January 8, 2025 and I still have not received my refund check BJ's Member ************ stated was issued on October 16 2024. I have attached a copy of the email thread between myself and BJs ******************** as proof.

      Business Response

      Date: 01/09/2025

      We will connect with our credit team and ensure the member receives an update as soon as possible

      Customer Answer

      Date: 01/09/2025

      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 am not going to continue to wait on updates. I have waited long enough. I need a resolution. 


      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: 01/13/2025

      I did email the member on 1/10/25 at 4:09pm. We are working on getting a check overnighted to the member and will keep you posted on the progress.

    • Initial Complaint

      Date:01/08/2025

      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.
      On December 5, 2024 $500 in ****** Gift Cards were purchased from BJs. The total amount paid due to promotions and discounts was $469.95. There were 5 separate $100 gift cards. On January 1, 2025 I went to load the gift cards to the ****** gift card site to combine them all on to one card. I received an error menage. After receiving the same message 5 separate times for the different gift cards I reached out to ******. Their response was "Your card is inactive; there was never a value added to the card. ****** Gift Cards should be activated at the time of purchase. It is the retailer's responsibility to activate the card with a value at the time of purchase. Since your ****** Gift Card was not activated, you will need to take it back to the retailer with the purchase receipt."I reached out to BJs on Monday January 6 and explained the issue. I had it escalated to a manager who assured me I would hear a response by the end of business that day. I did not. I reached out via email on Tuesday January 7 for an update, no response. I received an email this morning saying the issue is still not resolved. I called today, January 8, and spoke with someone and they said there is still no update and they have no estimated time of when the gift cards will be activated, despite me providing proof of purchase, and photos of all 5 gift cards.

      Business Response

      Date: 01/09/2025

      Reached out to member via email and are awaiting a response to resolve.            

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

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