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Business Profile

Buying Clubs

BJ's Wholesale Club, Inc.

This business is NOT BBB Accredited.

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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

    • 1,235 total complaints in the last 3 years.
    • 379 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:11/24/2024

      Type:Customer Service 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 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.

    • Initial Complaint

      Date:11/19/2024

      Type:Product 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 oct 18 2024 did a same day delivery order for house hold items I purchased $190.68 of items from bjs whose club in ******** ******************* never received any of my items I called them immediately and spoke to customer service and was told I was going to receive a full refund back to my original payment 3 to 5 business days I should receive my refund I waited patiently n never received it so I called them back and was told that it was an error processing my refund so they said they was going to issue me a check so I told them I didn't want no check I didn't give you'll no check they just decedided to do that without asking if I wanted a check so I requested a digital gift card instead so I was told 7 to **************************************************************************************************************** anything I told multiple supervisors this a big hardship for me am a single mom on public assistance I don't have anything to purchase groceries for my children due to them not helping me giving me the same thing so I called them back this morning spoke to another supervisor was told my gift card was just approved yesterday so now I have to wait another 7 to 10 business days how I have to wait I told him I have email from other supervisors telling me my digital gift card been approved since nov2 2024 this been a big headache for me they don't help at all say they same thing just make customers wait for nothing n to be told lies

      Business Response

      Date: 11/19/2024

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

    • Initial Complaint

      Date:11/18/2024

      Type:Product 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 signed up for a promotional BJ's membership when the local club opened near me. Part of the promotion was a $15 coupon to be used on any first purchase within the store. This coupon was on my app and was set to expire after the 7th. I had other coupons that expired on the 7th as well and could still see them on my account but the $15 promo was gone. I spoke to customer service and told that this issue and they said I'd have to wait 7-10 business days for a gift card. Instead, I should go to the store physically and be issued one there, same day. At the store they completely reneged on what the online customer service said and said they couldn't do anything, I went back to the online service agent and they said it would be possible to be emailed one, but about two days after they said I need to make a purchase first. This was NOT required on that coupon since it was part of signing up for the membership and no initial purchase had to be made it order for it to be used.

      Business Response

      Date: 11/20/2024

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

    • Initial Complaint

      Date:11/16/2024

      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 purchased a 1 year membership for $15.99 then placed an online order for delivery $197.48 2 different carriers for 2 seperate packages both packages have same proof of delivery photo which isnt my porch I contact supervisor sent photo of my porch which didnt match proof of delivery photos & told them to cancel my membership immediately nothing has been done I want all my money back including cancel ****************** for my full lost order

      Business Response

      Date: 11/17/2024

      Please see attached.

      Member order # 244536683 has been fully refunded. The member is asking for a refund on her membership will be passed along to membership support on Monday morning 

       

    • Initial Complaint

      Date:11/16/2024

      Type:Delivery 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.
      I placed an order online at ************************ for 5 items. The order shipped with all items going out together according to the tracking information that BJ's emailed. I received only 1 tracking number. When I opened the box, 1 item was missing, a package of 2 ******* nasal sprays. I contacted customer service to report the missing item. I was told that perhaps the item had shipped separately, but they could not provide me with a separate tracking number. They also asked if the package had been damaged. It was not. They then told me to contact ***** and ask them why they felt the need to separate the items and ship them separately. This made no sense because why would ***** be responsible for packing merchandise at Bj's. They told me that I had to wait 3-5 days because maybe the item would still arrive (this despite the fact that I had already received the order...it had been delivered without the *******). Since they would not send a replacement sooner, I asked for a refund so that I could buy the ******* elsewhere. They said I had to wait. I have waited, still no *******. I am now trying to get a refund for the ******* and also for a partial refund of my membership fee because their service has been terrible. I have received these same responses from multiple agents and none of the responses make sense.

      Business Response

      Date: 11/17/2024

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

      Customer Answer

      Date: 11/17/2024

      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. 

      [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: 11/18/2024

      Please see attached.

      The member filed a complaint with the BBB on 11/16/24. BJ's responded on 11/17/24 and refunded the ********************** Nose Spray on the same day (see attached). We also emailed the member on 11/17/24 at 2:43 PM, asking if she would like her membership refunded (see attached). We have not received a response from the member.

    • Initial Complaint

      Date:11/14/2024

      Type:Product 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.
      These are the absolute fact to the best of my knowledge.1. Order ********* This order was NOT picked up! It shows picked up online and appears to have charged me. Please investigate this. We want our money returned! 2. Order ********* 11/4 - Rotten Lettuce, reviewed with photos on the site. I also sent picture to customer service. The lettuce was bad and the expiration was Nov 4 along with a Nov 4 pick up date. No refund yet! This happens way too often, so I have resorted to posting photos in reviews.3. *********- missing frozen food - ***** ****/Lasagna!!! Both should be refunded!4. I need a confirmation that returns also refund reward cash. 5. Lastly, order ********* - They brought a used floor model bolero chair when there were new ones in boxes at that time, before closing. I wrote an email to customer service about this. Please research the email. *******, or employee that brought the chair out apologized when he saw scrubs on it. They should have done something as I needed it for someone having surgery. I bought a lift chair instead. I would appreciate a pick up return as I do not shop in the ******** the same order they did not bring the frozen part of the order which is angus meatballs! NO REFUND YET. Even if I did not call, they should have deducted the item when they found it in the freezer. I am assuming order number are with every item where they are stored for pick up.I feel customers who use curbside pickup, with my experience, are taken advantage of with bashed boxed items (example- gifted vacuum), bad produce (frequent), almost or expired dates or food, and floor models that are marred and used (example- chair) This should stop.Please let me know how you will handle each of these complaints. The store manager has not called me even though customer service said he/she would.I expect all videos to be pulled. I never picked up 2 chairs PERIOD. I was raking care of someone who just had cancer surgery and I resent all of this!

      Business Response

      Date: 11/15/2024

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

      Customer Answer

      Date: 11/19/2024

      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 respond to the following.

      What happened to the chair order I did not pick up? Where did it go? This is important as it was clearly marked picked up. Please respond in writing versus a phone call that doesnt verify an outcome. Was this order refunded and PROVEN by management it was not picked up by me?

      What about the floor model chair that was brought to my van in another order. I do not shop in the store and ONLY do curbside pick up. How will this be made right? Will BJs pick up for a refund as should happen? Please provide a written solution.

      Have each of the items been addressed and researched?

      When rewards cash is used and an order is not picked up, is the money refunded to cash rewards? What about in the case of bad food returns? Please write a response.

      I would appreciate a fast response so I can put this behind me as soon as possible.

      My best,

      ******

       

       

      Business Response

      Date: 12/03/2024

      Please see attached.

      The member has been fully refunded 11/15/24. 

      1. Rewards Cash Refunds
      When rewards cash is used, and an order is not picked up, is the money refunded to rewards?
      Yes, the rewards are adjusted and added back to the member's rewards account within 3 to 5 business days.

      2. Bad Food Returns
      What happens in the case of bad food items?
      If a member receives bad food items, we process a return/refund for them. The member can contact the club manager/member care team directly for assistance.

      3. Floor Model Chair Issue
      Regarding the floor model chair that was brought to my van during a curbside order: I only use curbside pickup and do not shop in-store. How will this be resolved? Will BJs pick it up for a refund? Please provide a written solution.
      Team Members are not allowed to visit a members home. However, the recliner has been fully refunded. If the member would like to return the item, a team member can assist by removing it from their van during a curbside visit. We are happy to help with this solution.

    • Initial Complaint

      Date:11/14/2024

      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.
      I purchased a membership for a new BJ's club near our home that opened. Firstly, thet were not clear about the gas discount we would receive, so I was lied to about the gas discount (then asked to pay double for a premium membership to get the discount). I let it go, but the club is always dirty, understaffed (with EXTREMELY rude/lazy people), and out of stock on the items we usually buy. The food court person is always off somewhere having a conversation with the cashiers who are all too busy talking to work. The last two times we went to the food court and were able to get service, the hot dogs smelled and looked like they had been there since the store opened. When we threw them out another employee saw and made a joke of how disgusting they are. The last THREE times I gave up and walled out brcause the self check register messed up, and the cashiers were standing around staring directly at us but refused to move to help. I just left everything and walked out. The last time this happened, we had went to use the restroom. The bathroom has no toilet paper in ANY of the stalls, but each stall has atleast 2-3 empty cardboard rolls and the outer wrapping papers of the rolls. I was horrified to use the toilets after seeing that and thinking how long it's been since one was actually cleaned. I have been trying since OCTOBER 19TH to get my membership refunded, and they keep dragging it out and making excuses. It went from "within two weeks" to now, two months later, "please allow an additional 2-3 weeks". I want my money back and I am sick of wasting hours and hours on phone calls and emailing people.

      Business Response

      Date: 11/18/2024

      We will reach out to the credit **** and ask for an update. 

    • Initial Complaint

      Date:11/13/2024

      Type:Order 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 bought a new time and installation for $131 a few months ago and now I have a s**** inside and the tech said the tire has to be replaced. But the tech is a trainee and he cant process the road hazard and he cant order me a new tire. He said the supervisor is out on medical leave. I cant go to another bjs because its not safe to drive my car in this condition. please refund so I can buy a new tire elsewhere nearby in my neighborhood

      Business Response

      Date: 11/14/2024

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

    • Initial Complaint

      Date:11/13/2024

      Type:Product 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.
      I have an $8 coupon for ******** that expires tomorrow Thursday the 14th. I have contacted the store in *******, ************************* and ****************** for the past 13 days, and they don't have it in stock. Instead, they have a generic brand that is $39.99 and no coupon for it. I've contacted customer support multiple times, and they can only extend the coupon for an additional 7 days. However, the next shipment won't arrive until the 21 after which the stamped coupon won't be valid anymore. This is false advertising and bait and switch.

      Business Response

      Date: 11/13/2024

      We will honor the coupon. We will email the member today. 

      Customer Answer

      Date: 11/18/2024

      [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 was able to obtain the item at the BJ's in ******* location, and the $8 off coupon was honored. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ******* *******

    • Initial Complaint

      Date:11/12/2024

      Type:Product 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.
      I made an online purchase with BJS on 10/31/2024 for 10 plastic storage containers, totaling $72.38. I paid for the items using 2 gift cards. I later found out on 11/11/2024 that BJS deleted 8 of the items and only had 2 of the items in my cart, which I have still not received. Their customer service agents were not helpful. The only thing they told me was that the money would be refunded to the card I no longer have. There was nothing else that they could do. I did not ask for a refund; I asked for the items to be sent to me. I would like to receive the 10 items that I ordered. I no longer have the gift cards that were used to purchase the items

      Business Response

      Date: 11/20/2024

      please see attached.

      The member's order was canceled by BJ's. We will contact the member to confirm the gift cards were refunded.

       

       

      Customer Answer

      Date: 11/20/2024

      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.

      FAQ

      Regards,

      *****

       

       

    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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