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Business Profile

Buying Clubs

BJ's Wholesale Club, Inc.

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

    • 1,245 total complaints in the last 3 years.
    • 384 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:12/26/2024

      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 February 11, 2022, I purchased Bridgestone QuietComfort tires and the Road Hazard Warranty from BJs ***********. At the time of purchase, the sales associate assured me that the warranty would cover any issues with the tires at any point during their use. This assurance was a significant factor in my decision to buy from BJs, as it mirrored a positive past experience I had at a car dealership where a similar warranty fully replaced a tire over three years later with no hassle.Unfortunately, my experience with BJs *********** was vastly different. When I attempted to utilize the warranty after encountering an issue with one of my tires, I was informed that I would receive a mere $9 credit toward a replacement tire, which would cost over $200 plus installation. This outcome is far from the comprehensive coverage I was promised when I purchased the warranty.Not only was I misled about the terms of the warranty, but the process of addressing this issue was also unnecessarily time-consuming and frustrating. I had to bring my car to BJs, only to leave with no satisfactory resolution. Ultimately, I replaced all four tires at **** Club for $500far less than what BJs was chargingand received excellent service there.The lack of transparency and accountability from BJs *********** is unacceptable. If the salesperson had accurately explained the warrantys terms, I would have made a more informed decision and avoided this frustrating experience. Instead, I was given false information that led to an unnecessary expense and wasted time.

      Business Response

      Date: 12/29/2024

      We will reach out to the club, and a team member will contact the member.

      Customer Answer

      Date: 12/31/2024

      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.

       

      I already have a case with them previously and im still waiting for them to reply. its been almost a month ( 9400593 ) this is the case i have with BJS already. 

      FAQ

      Regards,

      Lujuan

       

       

      Business Response

      Date: 01/06/2025

      Please see attached.

      The member has accepted a $200 gift card. 

    • Initial Complaint

      Date:12/25/2024

      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.
      Food stamps stolen 12-15-24 Many others have been hacked by the same store number. Someone needs to look into this. It has happened to so many people from the same account how has this not been investigated?

      Business Response

      Date: 12/26/2024

      Please dispute any and all fraudulent EBT card charges by contacting Ohio's *** customer service phone number immediately. Your state's SNAP benefits administration will then work with BJ's to resolve this.

    • Initial Complaint

      Date:12/21/2024

      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 ordered 4 tires with installation on BJ's website, the appointment was set to 10 days later, the tires should be shipped to BJ's tire center with a 2-day delivery according to BJ's. However, it was until the appointment day that the worker at the tire center called me and told me there was no tire shipped to him so he couldn't do anything but suggest me to cancel the order. I live in *******, it's winter season and I've wasted 10 days and maybe another ******************************************** danger. I had numerous times of conversation with BJ's customer service, I asked them if I order another set of tires again, can they assure that this time the tire can be shipped and be ready in the tire center? They can't confirm the order status, can't provide a tracking, can't reach the shipper, ask me to wait for their update via email, but they never provide useful answer or solve the problem, not to mention a compensation for my inconvenience. I paid membership fee for BJ's, but BJ's management is really disappointing, they seperate customer service department into several part, and let each of them pass the problem to the other, none of them was given the power of access to actually solve the problem. I placed a second order of tires then, this time the order status shows "shipped", but the tracking number is invalid, missing 1 digit. I talked to the customer service again, they said MAYBE the order wasn't shipped, but he can't reach the tire center nor the warehouse, ask me to call the tire center; I called the number he provided, it led me to no tire center, but tire center customer service, same conversation goes on again, can't provide me the correct tracking, can't confirm the shipment status, can reach the warehouse. My next appointment is in 2 days, I drove back home today all the way drifting, the tires should be replaced nicely half month ago, but now I have to worry if I show up on appointment day, the worker tell me he doesn't have tires ready again.

      Business Response

      Date: 12/26/2024

      I spoke to the member and he stated the tires were Installed. The issue was solved. 

    • Initial Complaint

      Date:12/19/2024

      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.
      Nov 24, 2024, I bought 4 new tires on sale from BJs tire center online & arranged for BJs Tire Svc branch:***************************************** to do the installation to my ****** RAV4 2020. The only drawback was we had to wait until the weekend for an opening in their schedule. Dec 1, BJs ******************* calls me stating we had purchased the wrong tire (225/65R17102T instead of the correct tire size ending in 102H) and to request a cancellation and reorder the right size tires. I asked why he was calling right on the installation date and that the tire sale was over so we would have to pay more. Long story short, I cancelled the purchase at BJs Tire Svc in ******** over the phone and was told it would take 5 business days to have the tires delivered to ******** for the installation. I was panicking since my old tires needed to ***laced ASAP. My old tires were on its last legs and it was raining. I have a family and it would be dangerous to drive in these conditions. To make matters worse, the 4 tire sale discount could not be applied anymore since the sale had already ended. So I promptly called ****** Tire Svc in ********* to see if they had a special on 4 tires with same day installation. They had a sale but it was not as good a deal as my initial purchase at BJs. I had to pay roughly $200 more. I had no choice. Later I was informed that BJs Tire *** made an erroneous statement about me purchasing the wrong size tire. For the 2020 ****** RAV4 LE with the standard tire size 225/65R17, the full tire specifications typically include a speed rating, such as H or T, which refers to the tire's maximum speed capability:225/65R17 102H: Speed rating H (maximum speed of 130 mph).225/65R17 102T: Speed rating T (maximum speed of 118 mph).No difference in the tire width between an H-rated and a T-rated tire if the size specification (e.g., 225/65R17) is the same: same width, aspect ratio, and diameter when the size is identical.

      Business Response

      Date: 12/20/2024

      Please see attached. The member was refunded. 

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

    • Initial Complaint

      Date:12/18/2024

      Type:Sales and Advertising 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.
      BJs is selling a video game at a discount for 9.99 *************************************************************************************************************** checkout, they are charging $4.55 in taxes. I reached out to the customer service via chat. They said: Sales tax is calculated on the full selling price when the promotion is funded by the vendor in most states, and it's calculated on the net amount (after the coupon/promotion is applied) if the promotion is funded by the retailer.

      Business Response

      Date: 12/19/2024

      Please see attached

      Sales tax is calculated on the full selling price when the promotion is funded by the vendor in most states. 

    • Initial Complaint

      Date:12/17/2024

      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.
      BJs lists items as HSA eligible, however they provide no way of paying with an HSA card in their stores for the products marked. I have reached out to them multiple times stating that this is false advertisement and misleading to customers.

      Business Response

      Date: 12/17/2024

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

      Customer Answer

      Date: 12/17/2024

      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 not received any new correspondences from BJs. My last email was 4 days ago, when I promptly responded back stating my continued issues with their false advertisement to customers. This issue needs to be escalated; this has been a concern for multiple months now and I have heard different excuses from the business with no attempt at solving the issue.

      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,

      Dyanna

       

       

      Business Response

      Date: 12/28/2024

      Thank you for reaching out to us. We wanted to take a moment to clarify some information regarding the use of HSA/FSA cards at BJs.
      Currently, HSA/FSA cards can only be used in BJs Optical Department when shopping in the club. However, were pleased to let you know that you can use your HSA/FSA cards to purchase eligible items through BJs website or app.
      We understand this may not be ideal and truly appreciate your patience and understanding. 

      Customer Answer

      Date: 12/30/2024

      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. 

       As I have already informed BJs, when I was advised to purchase my daughter's allergy medicine through the app or website it makes me pay an additional fee for either picking up in store/delivery from store/shipping. I was infomed this fee would be waived if I spent more than $50. I have already informed BJs that I feel like this practice is unfair for those of us who need medication and want to use our *** cards, but do not want to spend more than the $50 - especially when their competitors do not have these kind of roadblocks for customers.  I don't believe it is fair for me to pay a membership fee and then an additional pick-up or shipping charge. I also continue to feel that it is unfair that the business does not include the *** cards as an acceptable payment in store and force you to pay additional fees. At no point did I feel like the cashiers/member support/customer service understand the process - I was often told stories about how the cards weren't accepted at all, or only at  member services, or not at all.

      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,

      Dyanna

       

       

    • Initial Complaint

      Date:12/17/2024

      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 am a new member with BJ's because of the advertisement spent$150+, come back for your free turkey. I did all of this but on nov. ******* pre thanksgiving I went to BJ's Westbury to claim my turkey but the store did not have any turkey. I made my visit, but did not get any turkey. this is my complaint.

      Business Response

      Date: 12/17/2024

      Please see attached

      I loaded the free turkey promo onto her membership, and the $25 will be available on 12/18/24.

    • Initial Complaint

      Date:12/16/2024

      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 December 4th I purchased over 200 dollars in merchandise from BJs club in *********. At the register there was a promotion spend over 200 get 20 dollars back. The cashier explained how it worked so we actually went back to purchase additional merchandise to meet the $200 purchase requirement. We were not given the promotion as the corporate office stated it was on line purchase only. However this is not what was explained to us at register

      Business Response

      Date: 12/17/2024

      Please see attached.

      The $20 in promotional rewards has been added to the member's account and will be available on 12/18/24.

      Customer Answer

      Date: 12/19/2024

      [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:12/15/2024

      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 place orders for delivery frequently. I notice that sometimes they dont deliver some items. For many instances I assumed they automatically refund what I did not receive. I was wrong and I found this out with the latest order #*********, where several items were missing totaling over $100. I called the store to ensure Im getting my money back and they said that I was still being charged for the items, even though they were not delivered. This only made me think that theyve done this several times in my past orders and have stolen a significant amount of money from me by doing so. Im sure they are doing this to many customers and people are not realizing it just like I did not realize until this recent order.

      Business Response

      Date: 12/16/2024

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

    • Initial Complaint

      Date:12/15/2024

      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 12/15/24 I made a purchase at bjs as I do most weekends for several years. I was entitled to $45 in rewards and tried to apply to my purchase, which I have done many times. I was told this transaction needed manager approval, which has never been the case in the past. I was advised that there has been a problem with reward fraud and that is why they needed manager approval. After a few minutes, a manager came over and asked for identification. I advised that I only ever bring my bjs credit cards in, as I have done for many years. She advised me I could not get my rewards without my identification. I advised that this has never been the case, and I am here almost every weekend for many years. (I know most employees by sight, but I have never seen her before.) I advised her that I had my identification in my car and was not going to walk all the way out and back. (It is a waste of time; I had perishable items, and it was very cold on this day.) I offered that I could show her my identification if she walked out with me, so I didn't have to hold up the line and walk out and back. She refused the compromise and denied me my earned awards. I was never advised of the policy change, or the way it is enforced. I advised that this would likely be my last time shopping here after many years, as I consider this deprival of earned rewards theft. She did not care. The cashier apologized when she walked away, I told him I understood it wasn't his fault, but penalizing good customers and implementing the new enforcement was done wrong. I can understand the policy change and bring identification in the future, but this was not implemented with customers in mind and there should be some discretion for loyal customers who are there every week.

      Business Response

      Date: 12/16/2024

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

      We genuinely appreciate our members and want to ensure you fully enjoy all the benefits of your membership. To maintain a smooth experience, some transactions involving rewards may require manager approval. Rest assured, we are dedicated to providing you with an efficient and pleasant checkout process every time you visit us in-club. Thank you for your understanding!

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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