Complaints

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

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  BJ's Wholesale Club, Inc.

  350 Campus Dr Marlborough, MA 01752-3082

• 

  BJ's Wholesale Club, Inc.

  1440 Central Ave. Northway Mall Albany, NY 12205-5118

• 

  BJ's Wholesale Club, Inc.

  3805 Harzdale Drive Camp Hill, PA 17011

• 

  BJ's Wholesale Club, Inc.

  1000 US Highway 1 Edison, NJ 08817-4918

• 

  BJ's Wholesale Club, Inc.

  13053 Fair Lakes Shopping Ctr Fairfax, VA 22033-5179

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:01/07/2025

  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.

  My husband and I recently renovated our basement, so my children wanted to gift us for Christmas a television. My daughter went to the BJ'S on ********************************************************************************** on 12/3/2024 to purchase a 75" ************* with the one year protection plan which totaled $687.48. On 12/20/2024 as they wanted to install the television. When we opened the box, we noticed that only television was in the box. There was no accessories such as the cord, manual, or remote. Immediately, the television was placed back in the box it came in. My children attempted to go back to BJ'S to exchange the television. They first met with the shift manager ** (who lacked customer services). He simply stated the serial number did not match the box and therefore can not exchange the television. We left with the television, and was later advised to contact the store manager **** *******. On 12/22/2024, my daughter contacted **** ******* and explained the interaction with **. **** took all the information did his "investigation" and later my daughter called him as he requested a call back. When my daughter spoke with **** he reported that the television in the box was a ******* and not an *************. He also reported that after he reviewed the cameras it did not look as if the television was tampered with and that it was a brand new box. He also went on to state that "it was impossible for anyone at BJ'S or the warehouse to switch the television". We were taken back as this is the first we heard that the television was not an *************. First of all, when we took it out the box we never paid attention as we are not expecting that it was not an *************. Second **** is insinuating that we switched the television. That is a derogatory comment to make and defamation of character. I have been a loyal and satisfied customer as of recently of *******************************. I refuse to be accused of accusation as such and also to take a loss of of $687.48.

  

  Business Response

  Date: 01/07/2025

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

• Initial Complaint

  Date:01/06/2025

  Type:Delivery 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.

  On Jan 2, 2025, I place order [*********] at 11:12pm. On Jan ****** I reach out to customer service via chat at 8am to have the item cancel due to it being the wrong product. I was informed that the order will be cancel and I will receive an email about the canceling. Around 9:08am a ***** label was created labeling the order has been shipped. When I reach backout at 9:10am I was again informed that it was cancel and to ignore the email. At 9:54am I was then email saying that they could not cancel the order due to it being ship and that I need to refuse the package. As if Jan 6, the package has been refuse and is keep being rescheduled for redelivery with *****. After reach out to BJ and still I am being told to refuse the package. Since the package is not in my present and is in the hands of their shipping contractor. I would like my money back. I can not continued taking off to reject a package that should have never went out in the first place.

  

  Business Response

  Date: 01/06/2025

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

  Customer Answer

  Date: 01/07/2025

  [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,
  
  Zackeisha *****

• Initial Complaint

  Date:01/06/2025

  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 bought a Titan massage chair from BJs in **********, ******* on September 3, 2024. I called on September 21, 2024 and told them the chair was defective. Their resolution was to put in new rollers. They did that and the chair still is defective. It is now January 4, and I still have no resolution to getting my refund and for them to take back this chair. The case number is 934-3205. I have been working with them for over six months trying to get my refund and they keep making me go around and around in circles. They keep telling me that they are waiting for the manufacturer. I live on Social Security, which is not much and I really would appreciate some help to rectify this problem. I just want my money back and them to take this defective chair out of my house. The amount listed below is a The amount listed below is an approximate cost. Im sure the company will know how much they owe me. Thank you so much.

  

  Business Response

  Date: 01/06/2025

  Please see attached

  I reached out to the member via email and am currently awaiting a response to resolve the issue. The member is disputing $3,200, but only paid $ 1810.49
  
  
  

  Customer Answer

  Date: 01/06/2025

  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 GOT YOUR CURRENT message and replied that it was unacceptable. The only reason I said that is because they did not say that they were going to send me what I paid for that chair which I would accept the $1800 because thats what I paid I was stating what the chair was worth which was $3200.

  
  

  If you noticed, BJs did not say that they were going to refund my money nor did they say that they were going to come pick up my chair. This company is very crafty.

   

  All I want is my money back. Whatever I paid please refund it. And please come pick up this chair. That is the acceptable solution for me. Thank you very much. 

  

  Business Response

  Date: 01/07/2025

  I spoke with the member this morning, and we are working on scheduling a pick-up with the transportation company.
  

• Initial Complaint

  Date:01/06/2025

  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 placed a same day delivery order on the bj's website for over $600 dollars. My items arrived and I noticed that I received items that I did not ask for and that more than half of the items that I paid for were not here. I contacted bj's immediately. It took over 4 hours for someone to finally answer the phone. A woman by the name of ******* answered, I explained to her what happened. She took my name, order number and said a manager would be calling me back. I waited another 2 hours and had no call from a manager so I called bjs back. After another hr of having to call them repeatedly a man answered the phone and placed me on hold. ******* came on the phone again, apologized for the inconvenience and said I would have to physically come down to bjs show them my receipt and contact instacart. I explained to ******* that I placed my order through the bjs website and that it is unfair for me to have to inconvenience myself to fix a problem that I did not cause more importantly why would I contact instacart when the order was placed through bjs. All she had to do was look up my information in the system and held fix the issue. Now I am out of over 300 dollars of missing items, I have 7 items of things that I didn't order and have no use for and anytime I try to contact bjs no one answers the phone. ******* told me that she would put me on hold and a manager would be contacting me. I stayed on gold from another 25 mins and the phone hung up. At this time it's around 9:15pm and with most of my day spent being frustrated on hold with bjs I decided to hang up, make a complaint with the BBB. This is disgusting. This business makes so much money, why try and take my hard earned dollars that I am using to feed my family. The business has a contract with a third party vendor has nothing to do with the customer. I should not be penalized for delivery gone wrong.

  

  Business Response

  Date: 01/06/2025

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

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

• Initial Complaint

  Date:01/03/2025

  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 was stopped in the store by ***** who said he worked fir BJs and offers members discounted phone plans he sold me a lot of lies he told me he could beat the statement I showed home and offer discounted internet now I am stuck with a bill that doubled and less internet coverage we lost a streaming service *** max. I cannot afford a higher bill my husband is retiring so I was trying to get our budget in order instead went from $123 monthly to $250 a month for the same three lines . Internet went from 1000 to 300 lost hbo max. I just need this adjusted or reversed we just activated the phones on 1/1/2025

  

  Business Response

  Date: 01/04/2025

  We will reach out to AT&T and the vendor will contact you.

  Customer Answer

  Date: 01/26/2025

  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 do not know why this was closed I responded to it but now cannot see the response. I am still working with AT&T and bjs on this. While they have offered me a $500 credit, the monthly bill is estimated to be $53 higher per month than quoted, AT&T store lost my trade although I have a receipt showing it turned in, and no record of the exchange although I show it received by them. So it appears I will not know what the actual bill will be for a few months. This has been chaotic from the beginning, one store refused to take the trade and exchange while the other store had 6 employees playing ******** with no customers. Apparently they sent the trade that I turned in but I am being told the box was empty when it arrived to their headquarters. Between lies and misconceptions and now theft, I am disheartened by how this company operates. I am still waiting to hear back from mark about the internet which he is discounting but we lost a grandfathered promotion that we cant get back at the same cost as we were promised no changes to our internet other than a bundle discount, while he changed everything back to the way it was and provided a standing discount, he could not give us the promotion that we had which now will cost us an additional $21 monthly which is almost equivalent to the discount he provided. The list goes on and on. I am not complaining to complain but every step of the way this company has failed me. I guess for now I will hope for the best but if my bill goes up by $53 monthly for 36 months which equates to $1908. Then $500 is a drop in the bucket. I believe that these ambulance chasing practices should be eliminated as I pay a membership fee to go into bjs I should not have been approached by a third party vendor who sold me a bag of lies.
  Please continue to help me so these companies can learn to elliminate these misconceptions. Thank you 

  

  Business Response

  Date: 01/29/2025

  The BBB closed your ticket please see below.

  BBB: Customer Complaint Closed as Answered Thank you for your cooperation in responding to the above customer's complaint and for the opportunity to assist you in resolving their concerns.
   
  We notified ****** ****** of your response and requested notification of whether or not a satisfactory resolution had been reached. BBB has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your business' BBB Business Profile as: Answered - BBB has not heard back from the consumer as to their satisfaction with the businesss response. 
   
  BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files.

   

  Please see attached.

  We have received an email from AT&T confirming that the issue has been resolved, and that the member has agreed.

   

• Initial Complaint

  Date:01/03/2025

  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 drove all the way to Bjs in ******************* and was Rudely told I could not use my rewards without Id even though I have my card in my phone. I offered to show my license on my phone and was refused help. The manager was very rude. Customers were not made aware and I think that's unfair. I called customer service last week and have not been called back.

  

  Business Response

  Date: 01/04/2025

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

• Initial Complaint

  Date:01/03/2025

  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.

  Inner black Friday sales magazine, they offered the KitchenAid stand mixer. that was offered at $199 but had to be purchased online. We checked before Black Friday ,during the sale and after. and at no time was the product ever offered. Ive tried to contact them and have spoken to several individuals, including a supervisor which none have responded. They have since taken the KitchenAid stand mixer off their website. I have copies of all emails.

  

  Business Response

  Date: 01/04/2025

  Please see our terms and condition listed below. We sincerely apologize for any inconvenience caused by this issue.

  members can view our terms and condition at ******************************************************************;

  Shopping privileges.
  A BJs membership is required to shop on ************************, in the BJs mobile app, and in our clubs. BJs reserves the right to require that membership cards be shown upon entry into any club. No sales will be made to any person in-club unless such person has a valid membership card or BJs authorized pass (all authorized passes are subject to these Membership Terms). Each member with in-club shopping privileges may bring two guests; however, guests do not have purchasing privileges. Members may be required to purchase any items they or their guests open or damage. Parents must keep their children with them at all times. BJs may refuse entry to anyone at any time and reserves the right to inspect any bag, backpack, briefcase, or container upon entry or exit. BJs may inspect receipts and carts as members exit the club. BJs does not offer rain checks for out-of-stock items and reserves the right to limit quantities. BJs strictly prohibits solicitation or other disruptive conduct on its premises and may require anyone engaged in such conduct to leave the club premises. Shipping promotions are not available for drop-ship resellers, and BJs reserves the right to exclude business memberships, and any other membership type(s), from shipping and other promotions. Please note that BJs offers shipping in ***************** only and does not deliver to PO, APO, or FPO boxes, international addresses, or, except solely for gift cards, California addresses. In addition, only limited products can be shipped to ****** and ****** and additional shipping charges may apply.

  Customer Answer

  Date: 01/04/2025

  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,

  ***

  I don't accept because at no time was the KitchenAid mixer available. I checked for it before the sale date, and nothing was available. I checked at midnight EST online and there still wasn't anything available. I checked in my local store and stores up to 100 miles from my location. I spoke with several ** Representatives and a supervisor, and no one ever responded. 

   

  

  Business Response

  Date: 01/06/2025

  Please see attached.

  We have responded to the member's complaint and provided them with a copy of BJs terms and conditions.

  Customer Answer

  Date: 01/06/2025

  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,

  ***

   

   If you check the date on the emails and listen to your recorded message you can see that your employee and supervisor said that this matter was going to be resolved at the sale price. Also your store employees said the same.

  

  Business Response

  Date: 01/09/2025

  We have emailed the member our terms and conditions policy and regret to inform you that the item is currently sold out. As stated in our policy, we reserve the right to limit quantities and, unfortunately, cannot offer rain checks. Additionally, any typographical errors are addressed in our terms and conditions. 
  

  Customer Answer

  Date: 01/13/2025

  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,

  ***

  Have you no real response, or is the automated one all you have? I've read it... Please cancel my membership and refund my full payment.

   

• Initial Complaint

  Date:01/03/2025

  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.

  BJs wholesale deducted $120.00 from my checking account on January 2, 2025. I have never been to bjs warehouse nor did I sign up for a membership. I dont know how they acquired my debit card number my concern is also that they have illegally charged me and have my card number mixed up with someone else who has a membership with them

  

  Business Response

  Date: 01/04/2025

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

• Initial Complaint

  Date:01/03/2025

  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 television from BJ on 12/03/2024. This was supposed to be a gift for my parents for Christmas. When we attempted to open the ** 75" box to install the television we noticed that the cord, manual and remote was missing. We placed the television back in the box and brought it back on 12/20/2024, to BJ's on **************************************************************************** where the purchase was made initially. The first ******* we met with was PJ (who lacked good customer service). He simply stated that the serial number on the box did not match that of the television box and therefore could not exchange the television. We left with the television. I was advised to contact the regional store ******* **** *******, which I did on 12/22/2024. According to **** the television that was in the box was a ******* and not an **. I explained to him that the television we thought we purchased was supposed to be an ** and that maybe there was a switch at the warehouse which is why the box came with only a television and not the other items. **** flat out stated "that was impossible" there is no way that was done. Basically insinuating that we switched the television. First of all that is a derogatory comment to accuse my family of switching the television. Second, I refuse to take a loss after years of being a loyal customer of ********************** for more than 15 years. BJ's needs to either provide a full refund or exchange the television for what we paid for.

  

  Business Response

  Date: 01/04/2025

  Weve reached out to the household via email and are currently awaiting a response to help resolve this matter. Since the purchase was made under the Primary Membership, were unable to discuss any details with the household member to ensure the privacy of the account. The ******************** complaint must be filed by the individual whose membership number was used.
  

• Initial Complaint

  Date:01/02/2025

  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.

  Subject: Incorrect Sales Tax Refund on ************* Laptop Dear BJ's Customer Service,I recently purchased an **** laptop at an original price of $1,099.99, utilizing a $300 coupon, bringing the net purchase price to $799.99. During the purchase, NJ sales tax of *****% was calculated and collected on the full price of $1,099.99, amounting to $72.93.However, upon returning the laptop, I noticed that the sales tax refunded was calculated only on the net price of $799.99, which is $52.99. This resulted in a shortfall of $19.94 in the refunded sales tax. The discrepancy effectively means the sales tax collected on the $300 coupon discount has not been refunded, which seems unfair and potentially against consumer protection laws.I brought this issue to the attention of the store manager at your ****** location, but unfortunately, they were unable to resolve the matter. This lack of resolution adds to my concern about the accuracy and fairness of your system.I kindly request immediate rectification of this issue. Please refund the additional $19.94 to account for the correct sales tax amount collected during the purchase.I trust BJ's values its customers and ensures compliance with applicable tax regulations. I look forward to your prompt response and resolution of this matter.Regards,***** ************ (Membership # ***********)

  

  Business Response

  Date: 01/03/2025

  Ive reached out to the Sales Tax team for clarification and will ensure the member is updated as soon as I receive their response.