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

  6924 Frank Avenue NW N. Canton, OH 44270

• 

  BJ'S Wholesale Club

  131 E Kings Hwy Maple Shade, NJ 08052-3428

• 

  BJs Wholesale Club

  110 Centerville Road Lancaster, PA 17603-4007

• 

  BJ's Wholesale Club

  650 Memorial Dr Chicopee, MA 01020-5053

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:12/01/2024

  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 went to my local BJs on 11/30/2024 and found out at the register that my membership was cancelled. How can they cancel my membership when I had just renewed it on 09/07/2024. The customer service was of no help because they stated that there was a 'chargeback' in the amount of $58.64 on 11/22/2024 for my account. Firstly, I did not request a cancellation of the membership so why did they cancel my membership. Secondly, I have not received that chargeback credit in my credit card account. So because of all this debacle, I could not purchase the items I wanted. So I had to purchase a new membership for $58.64.I asked the customer service and they said 'someone' had canceled my membership. I clearly did not do it. So who did it then? And besides everything. I need my money back for the membership that was just canceled. Why should I have to pay twice for a membership in one year?If I dont get my money back, I am never shopping at BJs anymore.

  

  Business Response

  Date: 12/02/2024

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

• Initial Complaint

  Date:11/30/2024

  Type:Sales and Advertising 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 Saturday, November 30, 2024 my wife, ******* ******, and I drove to BJs Wholesale Club in *************** after seeing an advertisement in the BJs App advertising a Propel 15 Trampoline for $159.98 on clearance. It specifically showed a green check for pickup available in *************** (photo attached). When we got to the store, there were 4 available on the sales floor. When we went to purchase, it rang up for $179.98. We spoke with the front end manager, Jasmine, and showed her the the BJs App specifically showing the $159.98 price and pickup available at the *************** location. We explained after seeing this very clear advertisement, we came directly to the store. Jasmine first tried to say the price was for a different BJs location, but we again showed her it specifically showed ***************. She said we dont price match or have control over the website. We were simply asking her to honor the advertised price which again showed *************** specifically. We then attempted to purchase through the app and pickup in store, however the BJs app kept giving an error saying out of stock despite the inventory right in front of us. We asked to speak with a higher manager but was told by Jasmine that we would have to put in a request or go through her, which was obviously not helpful. This was a very classic bait and switch maneuver to loyal customers. The app showed the lower price and pickup available (photos will show). This should have been corrected right at the time. Terrible customer service by Jasmine. She did not seem to be knowledgeable on how to handle or address the situation. We were forced to pay the higher unadvertised price. A billing adjustment needs to be made.

  

  Business Response

  Date: 12/02/2024

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

  Customer Answer

  Date: 12/06/2024

  [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:
  
  The manager, ***, quickly reached out and professionally handled my issue.  I am very satisfied with the outcome and wish I would have had the opportunity to speak with him initially.  This 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:11/30/2024

  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.

  I bought tires from BJ's - ****************** and brought brand new rims in the box to be installed on my truck. Before installing them I took videos of them so I would have proof there was no scratches.When I received my rims back they had scratches all over them. When I asked them what are we going to do about this the first thing he said to me was "You're not getting new rims". "Our equipment can't cause damage like that."He also took me in the back of the shop to show me the equipment. They didn't use anything to protect the rim besides grease but he claimed that it's not possible for his equipment to cause that damage. The employee back there started to raise his voice and said "There's no scratches on those rims, show me there's scratches on those rims." I told him to take a look for himself and he didn't respond or go outside to look.I never asked for new rims I asked what are we going to do. He said that they can only offer a $25 gift card and that I can get a paint pen and fix it myself. He called the manager over and she said that the scratches were barley noticeable. She told me I could speak with her boss in the front of the store.Sanawas ***** was very helpful and took pictures of some of the damages. He told me they are contacting the insurance company and to get a quote for my rims to be fixed, they will reach out within 3 -4 days.I don't think customers should be talked to in the way I was. I have lifetime tire rotations and balancing but why would I go back to a shop that doesn't want to admit to their mistakes and tells a customer to fix it themself.I have attached some of the damage below.

  

  Business Response

  Date: 12/02/2024

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

• Initial Complaint

  Date:11/30/2024

  Type:Order 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.

  BJ'S Wholesale was advertising a Kitchenaid stand mixer before Black Friday for $249 and on Black Friday for $199. They NEVER had this item in stock. It was delisted in their system prior to the event starting. They are now trying to cover their tracks. This is poor business practice, Bait and Switch and is against the law!

  

  Business Response

  Date: 12/02/2024

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

• Initial Complaint

  Date:11/30/2024

  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.

  I am writing to escalate an ongoing issue regarding my ******* 85" LED TV, which I purchased from BJ's on July 13, 2021. The box clearly stated that the TV came with 4 years of coverage3 years from the manufacturer and 1 year through BJ's limited warranty as a BJ's ********* early November 2024, the TV began showing black spots on the screen, and I immediately visited the store to inquire about next steps. However, I was informed that since I did not purchase an additional protection plan, they could not assist. When I mentioned the 4 years of coverage as indicated on the box, I was told that the information on the packaging was incorrect.I then contacted BJ's customer service, who transferred me to *******. *******'s technical support confirmed that the TV could not be repaired, and the 3-year manufacturer warranty had expired, but they acknowledged the remaining 1-year limited warranty through BJ's. Following this, I called BJ's customer service again and was asked to submit a claim facilitation form, along with pictures of the issue, which I did promptly. However, after multiple submissions (over five times), I was informed that they had not received my claim, despite me having proof of the emails and forms being sent *************** has now been two weeks since I first raised this issue, and I am yet to receive a resolution. The information provided to me by BJ's has been inconsistent, and I am frustrated by the lack of clarity and the denial of coverage that was promised at the time of purchase.I request immediate attention to this matter, as I believe I am entitled to the coverage outlined at the time of purchase. Please let me know the next steps, or if further escalation is necessary.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 12/02/2024

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

  Customer Answer

  Date: 12/02/2024

  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. 

  Unfortunately, I have not received any responses to my emails, and despite multiple calls to Bjs customer service, I have yet to receive any feedback or communication either via phone or email from Bjs
  
  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,

  Dinangile

   

   

  

  Business Response

  Date: 12/03/2024

  Please see attached.

  The member has been contacted several times and asked to send the required information but has not completed the form correctly. Please see the attached file. We are trying to work with the member. 

• Initial Complaint

  Date:11/26/2024

  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.

  On 11/05/24 there was a purchase on my account for $152.14. There was an advertisement in BJ's stating that if $150 was spent you would receive a free turkey. On 11/21/24, I went to BJ's to receive the free turkey, and I was told by the manager (black woman) that I would not receive the free turkey because the subtotal was $148.95. I should not be penalized for a difference of $1.05. The total was above $150. I am requesting a free turkey. Thank You. My member ID # is **************.

  

  Business Response

  Date: 11/27/2024

  Please see attached,

  Thank you for participating in our Free Turkey Promotion! Upon reviewing your order, we noticed that after deducting the sales tax, the total amount falls just short of the $150 minimum required to qualify for the promotion, as outlined in the attached details.
  However, we value your membership and want to ensure you enjoy this special offer. Ill notify your local club, and well gladly honor the promotion for you. Please feel free to visit your nearest club at your convenience to receive your turkey.
  Thank you for being a valued member, and we look forward to serving you! 

• Initial Complaint

  Date:11/26/2024

  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.

  Placed an order on 11/18 for a 8 folding table for a Thanksgiving dinner party I am hosting on 11/28 with family and friends. A shipping label was created on 11/19 with **** I checked the status daily, with no changes. *** was still waiting to receive the item from BJs. I first contacted BJs 3 days later asking them if there were issues with this order. I was told they will escalate this issue. 2 more days pass, no change on the status, and no email updates about my issue from BJs. I reach out to BJs again, spoke to another representative who apologized and was told they will escalate. Rinse and repeat 2 more times. I corresponded with ****** again, letting her know I need this table and asked her to please send my email to her manager (and copy me) to see if there was something they can do to ship this table overnight instead of waiting another 2 or 3 business days for processing. Now it is 11/25, leaving me only 2 days before Thanksgiving. I need that table to accommodate my guests, it is important to me. Surely Bjs can handle this simple request. I woke up this morning to check the status, and received an email from BJs letting me know the following: We received your return and have issued a refund for the item below. I never issued a return, nor did I request a refund. I wanted and needed that table, it was that simple. I received no explanation as to what the problem was, or how they arrived at the refund. It is now Tuesday, 2 days before Thanksgiving and I am in a bind. My daughter is coming today to help me setup the tables/seating and find the best configuration for 20 guests. am not able to because Im a table short and in a bind. I have physical disabilities and have to go out now and find a table. I am stressing over this and cant let it go without an explanation of what happened and what BJs will do to put an action plan in place to improve their shoddy customer service. This is an unacceptable conclusion without an explanation.

  

  Business Response

  Date: 11/27/2024

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

  Customer Answer

  Date: 11/29/2024

  [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:11/25/2024

  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.

  Purchased item. The item wasnt was as expected. Asked for a return. Was sent an email about returning to store. Brought the item to the store in conyers ga. The associate at the desk said I had to call to do a return instead to pay for shipping. This is very misleading and seems fraudulent.

  

  Business Response

  Date: 11/25/2024

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

• Initial Complaint

  Date:11/25/2024

  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 7/19/24 I went online to get a promo for a $70 BJ membership. As I was doing this on my computer I noticed that the transaction did not finish and clicked on it again but by then my Credit card was charged twice for $70 (total $140) I went to my credit card online and filed a claim for duplicate charge. After 1 month or more the $70 was refunded by my CC. In August I visited a BJ store to get my card. The lady kept asking which membership was active as she could see 2. I did not know and she said that she had to cancel one and she gave me a card. I did not ask questions. On 10/1/24 to my shock I get a $110 renew membership charge from BJ. I called and requested a refund which was granted. After this I wanted no more membership from ** and wanted my "other" $70 back. I went to the local office in ****** IN, they were rude did not understand what happened, tried to blame me. later called on phone. they were a bit more helpful but I still do not have my $70 back and turns out I have no valid membership. From what I understand one membership was canceled without refund (I did not ask for it) and the other was canceled when I requested my refund for the $110 renewal fee. As of right now I believe they opened one account and trying to close it now it the $70 refund but still waiting and no refund. These are my 2 memberships *********** and ***********. Please help me get my $70 back. I do not even have a ** membership as of now. This is called stealing.

  

  Business Response

  Date: 11/25/2024

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

  Customer Answer

  Date: 11/26/2024

  [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:11/24/2024

  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 was in the BJs ************ store on Friday November 22, 2024. The incident occurred at approximately 2 pm at register #**. They did scan my card, so they will know who I am.I was there with my over $150 receipt from a prior visit to redeem it for a "free" turkey. I was asked if I had downloaded their app on my ******** response was that I have a flip phone and was not able to do that. I am a disabled senior citizen and feel that I was treated quite unfairly. I have been a member since 2012, but am considering going to ******, pending a favorable outcome to this complaint. I left the cart with other items in it and left the facility.I bought a turkey elsewhere and would like to be reimbursed for the $40 I spent for it.

  

  Business Response

  Date: 11/25/2024

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