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
- 1,245 total complaints in the last 3 years.
- 383 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:12/13/2024
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.
Order was never delivered to my address
Business Response
Date: 12/14/2024
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:12/12/2024
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 scheduled an appointment to plug a tire that had a nail in the middle of the tire and then have the technician rotate the tires as I bought the tires at BJ's. The technician refused to fix the tire due to some policy that said he wasn't allowed plug the tire in the middle of tire line and therefore wouldn't be able to rotate the tires. I then left BJ's tire center and went to another reputable tire center, (not BJ's), and they said there was no reason that the tire couldn't be repaired and I had them repair the tire, which cost me, even though I had BJ's tire protection plan. Needless to say, I'm extremely sorry I ever bought the 4 tires at BJ's and will recommend to everyone to stay away from BJ's ***********Business Response
Date: 12/13/2024
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:12/12/2024
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 items for a childs birthday party on *******************. The next day was the birthday party and as my brother in law was loading a case of soda into our cooler he noticed the cans denting as he picked one up he noticed they were empty. As we had the party at a venue I told him to throw out the soda and I bought another case that was full. Eventually we ran out of soda and I have to leave my childs birthday to buy more. I go back to BJs WholeSale Club and give them my order number and explain the situation. They go back and look at the tapes of me purchasing my items but said they will not give me a refund on that one case of soda because I didnt bring in a can to prove I was telling the truth that they were empty. I explained to the manager the invoice this also causes and she proceeded to ask me how I didnt notice the case of soda was lighter and the can were empty. I was extremely offended by that comment because my husband loaded the car and didnt notice and my brother in law put them in the cooler and did not notice. I had proof I purchased the item. Have never requested and refund from them before and only asked that I got my money back from the one case that had nothing in it.Business Response
Date: 12/12/2024
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:12/11/2024
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.
In May 2024, I opened a BJ's membership separate from my ex-girlfriend's account, where I was previously a household member. On September 1st, BJ's charged my credit card $110 without authorization, renewing my ex-girlfriend's membership. When I discovered this charge, I immediately contacted BJ's support, who acknowledged the error and promised a refund.During this period, BJ's also inexplicably cancelled my personal membership without notification. While they eventually refunded this charge, they never explained why they cancelled my valid membership.Over three months, BJ's:Claimed they attempted to refund my card, but it failed (my bank confirms no refund attempts were made)Promised to mail a check refund within 4-6 weeks Specifically instructed me not to file a bank dispute Repeatedly asked for card information I had already provided Finally refused to process any refund on December 10th, telling me to file a bank dispute after the 60-day chargeback window expired ******* (EDUFCU) confirmed no refund attempts were ever made, stating "Even if the card was blocked, the refund would show on our exception report to be manually posted, which it has not."Full email documentation is attached showing all communications, including:Multiple promises of check refund Instructions not to dispute with bank Acknowledgment of owing the refund Final refusal to process refund Bank confirmation of no refund attempts I am seeking the $110 refund for the unauthorized charge made to my ex-girlfriend's account on September 1st, 2024.Business Response
Date: 12/12/2024
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:12/11/2024
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 membership thru a promo on the Today's show on Nov 27th. I followed the link that was provided. I set up my password and logged in. The website kept telling me to purchase a membership. So I started calling to find out what was going on. When I finally did get someone on the phone after calling for 5 days and leaving messages they informed me that because I had tried BJ's for a ONE DAY pass and my email was tied to the ONE day pass from two years ago that they would not honor the membership that I paid for!Business Response
Date: 12/12/2024
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:12/11/2024
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.
15/47 grocery items are missing.Subscription to delivery service is interrupted by these mistakes. Refunds are way too late.Business Response
Date: 12/12/2024
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 12/12/2024
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.
*. ***** CONTACTED ME VIA EMAIL.WE HAD A MISCOMMUNICATION. HE CANCELED MY BJ's membership. I did not want my membership canceled. I explained I had a delivery subscription and due to the items not received, I have to reorder them. I lose a delivery everytime this happens. I had to complain just last month. The last manager promised me a year delivery subscription, but never called back. I am requesting my membership be reinstated. I still have 6 mos left and a free year delivery subscription for my future orders.]
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: 12/17/2024
I spoke with the member, confirmed her membership is active, and fixed her SDD subscription. The issue is now resolved.Initial Complaint
Date:12/10/2024
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 November 24, 2024 I placed an order #********* to be picked up between 6-7pm.- I did not receive an any information regarding this order. I had ordered butter to prepare for cakes,- On November 25, 2024, I received a notice that my orders was available for pick up 6-7pm.- This was unacceptable as it threw my cooking schedule off.- When I called customer service, a person named *** seemed to think that an "I'm sorry" was sufficient. - I asked for compensation for compensation, she put me on hold and offered a $10 coupon.- I need to purchase cakes to compensate for not being able to get the done my self,Business Response
Date: 12/11/2024
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 12/18/2024
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.
Ref: ********, The complaint was with service at the BJ's Wholesale Club in ****************, **. On 12/17/2024 at approximately 2:26 pm. I received a call from **** ****** regarding my complaint. He states that my order was not completed as there was a problem with my payment method. He stated that I should have received emails, (he said he saw them in his system) relaying the issue with my payment method. I have not such emails from BJ's informing of such, I asked him to email the the information he was referring to. I asked him to. sent the email while we were on the phone. I advised him that the emails should not take much time. He hung up he phone. The disconnect was activated him. I. have not received any emails generated by him. My method of payment was my Navy Federal Credit Card with ample available funds. I am truly appalled with Mr. ******** actions. I informed Mr. ****** that I needed the email as I planned to contact my bank to seek an explanation. As initially stated. I had cakes to bake. The order not delivered set me back for my holiday plans.
Business Response
Date: 12/18/2024
the member original complaint on 12/11/24
- On November 24, 2024 I placed an order #********* to be picked up between 6-7pm. - I did not receive an any information regarding this order. I had ordered butter to prepare for cakes, - On November 25, 2024, I received a notice that my orders was available for pick up 6-7pm. - This was unacceptable as it threw my cooking schedule off. - When I called customer service, a person named *** seemed to think that an "I'm sorry" was sufficient. - I asked for compensation for compensation, she put me on hold and offered a $10 coupon. - I need to purchase cakes to compensate for not being able to get the done my self,
Complaint Background:
Order Number:
Desired Settlement:
Store Credit______________________________________________________________________________________________________________________________________________________________________________________
The member did pick up her order #********* for $20.82 on 11/25/24. We apologized for the inconvenience of not having the order ready on 11/24/24 and offered a $10 gift card. The member found this offer offensive and requested additional compensation, mentioning the need to purchase cakes due to not being able to complete the order herself. I called the club and instructed the club manager to offer a $10 gift card for the inconvenience. I have emailed the member several times but have not received a response. The first email was sent on 12/11/24 at 6:58 AM, the second on 12/12/24 at 8:17 AM, and the third on 12/13/24 at 1:47 PM.
members email
**** ****
member # ***********
phone # ************
email ****************************************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.
According to the subject complaint. The response states a $10 coupon was added to my account. however it was not.
also, i spoke to the alleged store manager. He LIED. He said that emails were sent to me informing me of the problem with my funding account. i asked him to send me the emails as i had not received any. He didnt sent any and he just hung up the phone. he needs to replaced.Business Response
Date: 01/06/2025
Please see attached.
I was under the impression this was resolved since it was marked as closed in an email I received from the Better Business Bureau. I will call the club manager today.
Initial Complaint
Date:12/09/2024
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.
One of my tires is leaking air through one of the valves in my good year tires that I bought last year with the life time warranty that is included with the 4 good year tire package. I've been a loyal customer with ******************** for over 30 years and would like to remain so. We are struggling to make ends meet and take care of our family especially this holiday season and will like if you could please have the courtesy of resolving this issue by honoring and fixing the valve and issue with my good year tire that I bought last year with the life time warranty. Please have the courtesy of resolving this issue by calling me at ********** thank youBusiness Response
Date: 12/10/2024
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:12/09/2024
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.
No item purchased. BJs doorbuster catalogue 11/28-12/2/2024 BJs on line Cat # ******** page 58 Kitchen aid lift stand mixed KP26mix600 pro sale price $199.99 Called BJs day before and told told if I wanted door ****** ***** I had to wait until 11/28. So I went on line 12:01 AM and Item was not available/sold out!!!Submitted a claim , ref ******* 2 days later.This a clear instance of bait and switch. Told I could purchase another item.I believe that BJs knew in advance that they did not have the item in stock and that was an attempt to get people to their websiteBusiness Response
Date: 12/10/2024
BJs does not offer rain checks for out-of-stock items and reserves the right to limit quantities. and the item sold quickly. Please note this is in line with our terms and conditions, which can be reviewed at ******************************************************.
Thank you for your understanding!Initial Complaint
Date:12/08/2024
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 attempted to purchase a membership for over an hour with no luck, I tried multiple different browsers, multiple different devices, variations of my address, I tried using the verified suggested address provided, I even tried a different address. The website is completely broken and their employees were no help. I eventually got my membership order through but unfortunately the website and app are so incredibly broken that it would not accept my payment method, despite having just accepted it moments prior to pay for my membership. The employees were no help, particularly the female I talked to. She couldnt understand the situation and I had to repeat it multiple times. I was told I need to wait for internal investigations to solve these platform issues. That simply isnt good enough. The company refuses to provide an immediate refund despite the transaction still being listed as pending which means it can easily be zeroed out. This situation stole 4 hours of my life from me, time I could have used shopping elsewhere. I want a full refund and I recommend this organization be investigated as well. same day delivery is false advertising. That is the only reason I purchased the membership with intentions of purchasing cat food for a feral colony and to purchase water for myself. There is also a $14.99 delivery fee despite the membership purchase which defeats the purpose of the membership entirely. This business is predatory with a lack of ethical integrity.Business Response
Date: 12/09/2024
Reached out to member via email and are awaiting a response to resolve.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.