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.

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

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• 

  BJ's Wholesale Club, Inc.

  350 Campus Dr Marlborough, MA 01752-3082

• 

  Bj's Wholesale Club

  70 Cluff Rd Salem, NH 03079-3324

• 

  BJs Wholesale Club

  110 Centerville Road Lancaster, PA 17603-4007

• 

  BJ's Wholesale Club, Inc.

  500 N State Road 7 Royal Palm Beach, FL 33411-3523

• 

  BJ's Wholesale Club, Inc.

  4408 Milestrip Rd Buffalo, NY 14219-2553

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:12/07/2024

  Type:Service or Repair 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.

  Made a online order 11/20/24, for a massage chair. When the item came on 11/26/24, I checked the site to confirm I received the right item, the price of the item was reduced, I took a picture and contacted customer service instead of ***urchasing the item. The *** advised it would be escalated to review and the adjustment will be made within 3-5 days. On 12/4/24, I contacted them again though online chat and was told they were behind but was still working on it. I questioned the delaying or if additional information was needed offering to send picture showing the price. 12/6/24, I contacted by phone not understanding why this should take so long. I then was advised they were waiting on a picture showing the picture. Which didn't make sense because I offered it before and the *** specifically stated she would follow up with me so when were they going to request it. I was then told the price could not be adjusted because it was a clearance price. I explained this didn't make sense and it was the first time it was said. If this was the case I should have been advised this day 1 and I could have purchased the sale item and returned the other now the item is not in stock.

  

  Business Response

  Date: 12/08/2024

  price drop is approved see attached

  Customer Answer

  Date: 12/08/2024

  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:12/06/2024

  Type:Delivery 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 an order on 11/11/24 for delivery to my 84 year old mother...like I have done several times in the past. The order was not delivered to her but instead it was left on the sidewalk for her to come downstairs and retrieve it. I discovered that BJs made an update to their system and the apartment number was not passed on to the delivery person. The order consisted of items my mother could not lift and carry. She had to find someone to bring it to her apartment and had to pay the person $40 for their assistance. I reached out to BJ's requesting a refund of the tip, the delivery fee and the $40 my mother had to pay. I also requested to speak to a manager. I've spoken to a Supervisors/Team Leads: ***** R (on 11/11/24) and ***** (on 12/2) and I contacted BJs thru ******** on 11/11 & 11/21 & was told someone from leadership would contact me in 3 - 5 business days. As of today, 12/9/24, no one has contacted me. I received a credit for the delivery ******* received a gift card to cover the tip but I have not received anything for the $40 my mom had to pay someone and I need extra (as a BJs gift card) for the inconvenience of dealing with all of this.

  

  Business Response

  Date: 12/08/2024

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

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair 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 11/30/24, we drove from NY to DE (7 hrs round trip) to pick up a TV from BJs, which they said was ready. Upon arrival in ********** DE, a young man handed us a TV with a damaged box, claiming it was ours. After asking for a replacement, he disappeared, and we didn't see him again. We took photos for proof of what was given; the entrance lady asked to check our receipt, she gave us the ok to go. We left thinking we had the correct TV, drove back to ** in the dark. Next day, checked our order and saw the TV model given was incorrect, worth much less than what we paid. We contacted BJs and they issued 2 tickets for support, stating the issue had been escalated to leadership and we can go to the nearest store for assistance. We then drove to ****************, where a team member opened up the incorrect TV, processed a return ($497.99) and rung us for a new TV ($568.99), an extra $71.00! ************* NY did not grant as an even exchange with $0.00 paid and we could not accept the new price, explaining the issue was a result of BJs fault. We had ordered a TV with final cost $497.99 but was given something else which New Castle DE tried to pass off as correct. Supervisor ***** ***** at ************* promised to follow up and help. On 12/1/24, we received a call from Supervisor ******* *** of New Castle DE, who confirmed the mistake after reviewing security footage and said he would speak with his manager who will contact the ************* NY manager. I emailed ***** ***** 12/2/24 to let her know that DE reached out to me. Despite asking her for updates 12/2/24 and 12/4/24, the issue remains unresolved. We still havent received the correct TV at the final price we paid ($497.99). We are requesting that BJs honor the original final price of $497.99 for the correct TV or issue a $71.00 non-expiring credit. Thank you.

  

  Business Response

  Date: 12/08/2024

  Reached out to member via email and are awaiting a response to resolve. We will follow up with the member looks like the member was refunded to correct amount. 

  Customer Answer

  Date: 12/08/2024

  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 # ********.
  

  I sent the following email to BJs and had Ccd BBB on it as well:

   

  Good Evening ***,

  I appreciate you reaching out to me.  As a recap, we ordered a TV for pickup at **********, DE. We were told item was ready for us so we drove from ** to DE. At pickup we were given a TV, which 2 employees of DE location supposedly verified. We drove back to ** and realized next morning it was the wrong TV. We spoke with customer service and then brought the incorrect TV to the nearest location at *************, **. Since the wrong item was given to us, we requested for an even exchange, so we can have the correct item match our Order #. Instead, the team at ************* processed a refund and wanted us to buy the TV from them, which is a $71.00 difference. We rejected the offer, as the extra $71.00 was not what we paid for at DE.
  
  Management should have done an internal discount to ensure the final price of $497.99 is paid from our pocket with the correct TV, which would be considered an even exchange. If business loss is a concern, which ***** ***** of ************* NY mentioned in person, then management should have submitted a report to HQ and requested the difference from the DE location. The team at ********* DE were the ones who made the mistake and caused a snowball effect, inconveniencing everyone who now has to address and clean up their mess.
  
  We, as customers, should not be paying the extra $71.00, had the employees at DE given us the correct item to begin with. We had another TV ship out to us since we still want the correct TV, but the final price paid was with $71.00 extra. Hence,
  
  A) We can accept a non-expiring credit from BJs in the amount of $71.00 to offset this.
  
  B) Otherwise, the other option is for BJs to sell us the correct TV at the originally ordered price from DE, final price $497.99 from our pocket with pickup from *************, ** (or free shipping to our address). It was also pointed out to me that we had paid with my BJs credit card, so an additional 15% cash back on our account needs to be added in order to match all offers on the original order.
  
  Please advise which resolution is preferred, as well as let us know how something like this will not happen again in the future. Thank you kindly for your time, we hope to hear from you soon.

  Regards,
  ***** ***

  

  Business Response

  Date: 12/09/2024

  The Club Manager reached out to the member on 12/9/24 and is mailing a gift card for $71.00.

• Initial Complaint

  Date:12/06/2024

  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.

  In June of 2024 I purchased same day delivery multipack from BJ wholesale for $48.15 whilst on a family members card. Later that year (probably September), I went to the store and purchased a separate membership and was advised that the existing same day purchase can be transferred to my new membership. Ive been trying to get this transferred over to my membership as I no longer have access to the old membership with no luck. I have sent over 5 emails to customer service since the beginning of October with no resolution. If they cant transfer the package over then I would like a prorated credit for the unused portion of the multipack I purchased. They keep giving me the runaround and still have not done either of the two options I mentioned. Please help me as times are hard and its my money not theirs.

  

  Business Response

  Date: 12/06/2024

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

• Initial Complaint

  Date:12/05/2024

  Type:Product 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.

  Hello,I received an advertisement to apply for a Bj's credit card. With that I would receive $60 in rewards for used in store. I had to apply (by 11/30/24), be approved, and make a purchase outside of Bj's within 60 days. All in which I did. Upon speaking with corporate office they state that promotion is for new members only. No where on these documents does it state that. It had all these other stipulations, but for new members only is not indicated. The agent on the phone followed up with his manager and his hands were tied. It is false advertisement and I feel I should received the reward.

  

  Business Response

  Date: 12/06/2024

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

  Customer Answer

  Date: 12/10/2024

  [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:12/05/2024

  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.

  I keep getting mail every 2 weeks i sent a letter to no response to *** ****. What needs to happen to leave me alone

  

  Business Response

  Date: 12/06/2024

  I sent a request to remove the non-member from the mailing list. Please allow up to 90 days for the removal to be processed.

  Customer Information:
  ***** *****
  ***********************************************************************
  Daytime Phone: ************
  E-mail: *************************

  
  

  Customer Answer

  Date: 12/06/2024

  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 sent a letter no response.   It take the BBB compalint and now I have to wait 90 days for them to leave me alone.  Based on this information I will get 6 more mailers.

  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: 12/09/2024

  On 12/6/24, the member filed a complaint with the BBB. I responded to the complaint through the BBB platform same day, which the non-member will also receive a copy of. I submitted a request to Membership Support to have the non-member removed from the mailing list and noted in the BBB report that this process could take up to 90 days. Please see the attached documentation for reference.

• Initial Complaint

  Date:12/05/2024

  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.

  On December 5, 2024 I went shopping at BJ's Wholesale Club located at the ***************************************** location. I had noticed that people that was leaving was only getting one or two items checked off by the "receipt check" employee that stands by the door. So when I got done shopping and went to show the "door employee" my receipt he preceded to check almost every single thing in my cart and I had a lot of items. There was other people that was waiting behind me and they barely got their items checked. The guy held me up and barely glanced at their items while holding me there to go through every item. I felt like I was racially profiled because, other customers didn't have to get every single item in there basket checked like I was subjected to. If other customers seen this they would feel the same way. I put my groceries in the car and went back into the store to ask the manager their protocols for checking items. The manager name was ******* ******* and she informed me that she couldn't discuss that information. She would only review camera footage. There was no other explanation and I felt dissatisfied as a customer and dont' wish to shop there again because of this experience. I really felt like I was racially profiled.

  

  Business Response

  Date: 12/06/2024

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

• Initial Complaint

  Date:12/04/2024

  Type:Product 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.

  I had a membership with BJs and had selected do not auto renew membership in my online profile on their website. They went ahead and still renewed my membership and charged me *****, for a second year.I tried contacting the company via their contact us page on the website I sent an email and never received a response this was on November 5th 2024

  

  Business Response

  Date: 12/05/2024

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

  Customer Answer

  Date: 12/05/2024

  [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:12/04/2024

  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.

  Hello - In late June I had my tires replaced at BJs Wholesale Club in ********, **. I initially paid ~$1,100 and was refunded later ~$300 as the promotion I booked with was not applied at checkout. This was resolved satisfactorily, but wanted to include for transparency. What I did not notice until I returned from a vacation and washed my vehicle was tremendous damage to all 4 of my rims (pictures included below). I tried to resolve this directly with BJs, but after a month of no action, they referred me over to ********* to settle the claim. Sedgewick similarly delayed for more months, only to tell me there was no equipment in the BJs shop that could cause the damage. I explained that the only place that did any work on all 4 of the tires in the last several years was BJs. The damage is consistent on all 4rims and could not have been cause by anything else. BJs is the only place all 4 of my tires could have been damaged in that manner. Further, I did some research to understand the equipment in a tire shop and the damage it can cause which is absolutely consistent with what I mailed over. In fact, if you ****** "rim damage from tire machine" and select pictures, you will see exactly the type of damage BJs caused to my rims. No other rationale was provided for the denial. I asked that the claim be escalated and was denied. I went back to BJs and they just referred me back to *********. I have asked both BJs and Sedgewick multiple times to escalate my claim to a supervisor to no avail, and now I am being altogether ignored. I am asking that BJs pay to have my rims repaired. My BJ's claim is MACC0602024151. The original order # was 233251445.Please see pictures of the damage. I had to reduced the fidelity due to the size limitations for uploads, but happy to provide originals if needed.

  

  Business Response

  Date: 12/05/2024

  I will pass this along to the RISK Team and ********. 

  Customer Answer

  Date: 12/05/2024

  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. 

  The response did not suggest any action as far as I can tell.  I have reached out to BJs and Sedgwick ~50 times already (with utmost patience and courtesy).  A fair number of those outreaches were ignored altogether, and, as stated, I have been unable to escalate my complaint to someone who will take action on it.  Please help me understand what will be different as a result of this.  Thank you.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 12/05/2024

  The member has filed a complaint with Club 060 regarding damages to his vehicle. BJ's has sent all the information to the RISK Team and ****************** carrier, and we have asked them to revisit his claim. 
  

  Customer Answer

  Date: 12/06/2024

  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 was contacted by the same individual who had been unable to help me previously.  She offered a $50 BJs gift card which I do appreciate, but does not repair the damage caused.  I would still like BJs to have the damage repaired, so my rims looked like they did when they went in for service.  Thank you.

  [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,

  ****

   

   

• Initial Complaint

  Date:12/04/2024

  Type:Delivery 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 an online order on Nov 27th for new tires to be intstalled at this BJs location. Online order number: *********. When I placed the order I scheduled my tire installation for Saturday Nov 30th at 10:30am. On the morning of Nov 30th I received an email confirmation for my appointment that morning. When I showed up for the appointment I was told by the employee at the tire center that they don't have appointments on Saturdays. I was in shock as I was able to schedule on this day AND received an email confirmation literally hours before. I was also told that several employees recently quit and there is only one tire installer working there.I lost any faith in BJs installing my tires correctly, plus I was inconveninced with having to rescheduled to a later date. In addition this broke the "BJs 3-point tire promise" of ****************** I called BJs ************* that day on Nov 30th and requested to CANCEL my online order as I didn't receive the item that I paid for as promised. I have yet to receive an email confirmation of my cancellation or any information on when my full refund will be provided. I have attempted to contact BJs support multiple times but each time I'm told that the cancellation and refund is waiting on the "Club team".

  

  Business Response

  Date: 12/04/2024

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