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

  1785 Airport Rd Allentown, PA 18109-9528

• 

  BJ's Wholesale Club

  2044 Red Lion Rd Philadelphia, PA 19115-1603

• 

  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:10/13/2024

  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.

  We went to BJs wholesale club on July 29, 2024 to shop for a new television. After looking at multiple QLED and OLED models, we had trouble finding something in our price range, except for a floor model. After inquiring to one of the managers regarding if the floor model comes with a full warranty, we were told there was a promotion on going for ******* televisions and that day was the last day to take advantage of the offer. We were also told that if we upgraded our card to the next status level by paying $35, that we would receive an even bigger rebate, 3x the rewards. We even showed her the television to confirm it qualifies. After upgrading our card and paying for the television, I looked at the receipt and thought all the savings would be reflected in my payment amount. I went back to the manager and she said it would be reflected back on my card in the future. I waited awhile and only $86 was credited to my card. Around the end of August I called BJs at ************, I explained to the representative and he checked and said, Im sorry but they made a mistake and only gave you 3% rewards instead of 15% and it would take a few days to fix. I checked again on October 12, and still no progress. I called the same number on October 13, and a different representative said she would expedite the problem and send me an email to let me know the status. Later in the day, I received an email from the representative that, she spoke to someone on the specialist team and they said the television that we purchased didnt qualify for the 3X rewards promotion. No explanation why, but either way, we were told in the store that the 65 QLED ******* television that we paid $1,867.81 absolutely did. We would NEVER have purchased the television at that price. Someone on BJs end dropped the ball and we were deceived, maybe not on purpose, but we were falsely convinced into buying the television. We need things to be made right, this is unacceptable.

  

  Business Response

  Date: 10/15/2024

  We will contact the club and provide the member with an update.

• Initial Complaint

  Date:10/12/2024

  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.

  Paid membership fee to join the club specifically to purchase this item. Item was advertised online for $154.99, but rang up in club at $229.99. I inquired in warehouse after purchasing and was told by ***** that the price online didnt matter and she couldnt help me. I contacted customer service to explain the situation, verified that the item online was exactly the same as the one I purchased, and sent a screenshot of the item online. The agent and supervisor told me he could see the lower price but could not honor it. I told him this was false advertising and he said he understood that but was still unwilling to refund the difference. Desired settlement is a refund of the $75 difference in advertised price versus actual price paid.

  

  Business Response

  Date: 10/15/2024

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

  Customer Answer

  Date: 10/15/2024

  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 business states they contacted me via e-mail, but I have no record of receiving this, or any other communication from them *** 
  
  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: 10/17/2024

  Please see the attached. It seems the email may not have gone through, as ******* email is listed under ***** ****** and he is the primary. We apologize for any confusion. However, I did speak with ****** ***** on 10/16/24 at 2:03 PM, and the notes from our conversation are attached.
  The member has requested that BJ's honor the pricing listed on ******, but as a reminder, we are not responsible for any prices that ****** displays on their website.

  Customer Answer

  Date: 10/20/2024

  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. 

  Received phone call from corporate office. Told me they are not responsible for the prices listed online. Also mentioned that 3 other customers have had similar complaints, and he has emailed ****** but refuses to honor the price. Suggested that I was trying to compare this freezer to a Frigidaire at ********** or Lowes. I told him that wasnt the case, he then opened the screenshot and spelled the exact make and model I purchased from the store at a higher price than was advertised online, but again, refused to honor their price. 
  
  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:10/11/2024

  Type:Billing 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.

  October 9, 2024, before Hurricane ****** I add gas to my car in case I had to leave my home. I went to BJ's and pumped 25 dollars in gas, and soon after I received text from my bank stating that I had a balance below 40 dollars. When I checked my account ********************** had charged my card 125 dollars and not the 25 dollars I pumped. When you are preparing for a hurricane the LAST thing you need is to have funds removed that are allocated for food for your family. I was informed that was standard practice for the charge to exceed the pumped amount, and they will return the charge once the charged cleared your bank. This issue is bigger than me because I know I'm not the only person who was shocked by the charge. Anyone who lives in ******* knows cash on hand is part of preparing for the hurricane, but when the gas station takes more money than needed that is hurtful to everyone. If a customer only had 30 dollars in the bank and pumped 25, they know they should have 5 dollars in the bank. It is unethical and bad business practice to do that to anyone, especially during a hurricane. This message might not move the needle on the ethics board, but it should.

  

  Business Response

  Date: 10/14/2024

  Please see attached. We will reach out to the member and verify the dollar amount. 

  Customer Answer

  Date: 10/15/2024

  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.]
  When I pumped gas at BJ's I was alerted by my bank that I was under my low account balance setting. I always know when my account drops below a set dollar amount. When I pumped the gas for 25 dollars my bank sent me a text message informing me I was below the set low balance amount. I accessed my bank account information while I was at BJ's and told the gas attendant about the additional charge on my account. He informed me that was a standard practice when paying with a debit card. The only reason I went into the main store was to speak to management on duty about the charge, and they repeated what the gas attendant told me. I see the processed amount was 25 dollars for the gas, and I went into the store and spent 48 dollars. I was not alone at the gas pump and my partner will tell you the same information I have provided. When the complaint closes, I want the company to know that charging a large holding fee to pump gas is unethical and could cause a customer financial damage if the amount charge to verify the account is not returned quickly. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. I have a membership at ****** and I've never been charged a holding fee of 100 dollars to pump 25 dollars.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 10/17/2024

  Please see attached. 

  Good afternoon *********,
   
  Thank you so much for sharing your feedback today. I will be sure to pass it along as this might be something we could consider implementing at our gas pumps to keep all members informed. This practice is quite common in the industry and your input is truly appreciated in helping us improve.
   
  Im also so sorry to hear that you had to go through this in *******, especially while dealing with the hurricane. I understand this is one more thing you didnt need to worry about during such a difficult time. Once again, I sincerely apologize for the inconvenience. The pre-authorization hold is a standard practice in the industry but I regret the added stress it caused.
   
  Thank you for being a Loyal BJ's Wholesale Club Member. 
    
  Best regards,
  
  *** *****
  Executive Resolution Specialist, Member Care | BJs Wholesale Club
  ************************************************************;01752 |  *********************************************************** | Phone Number ************
  Reference # *******
   

  Customer Answer

  Date: 10/17/2024

  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. 

  The process of showing change and accountability should not be this hard. I reviewed the information sent and backed track to see where I could find this information for myself. When accessing  BJ's website, I noticed customer care and contact us are at the bottom. Finding the information is comparable to looking for black shoes in a dark room with a pin light. Consider the best business practice that will ensure YOUR customers see future charges. Showing consideration for the customer finances should impact the industry standard. Showing consideration during natural disasters should be as important as showing company profit.
  
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:10/10/2024

  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've purchased a BJ Multipack for (12) free same day deliveries for items over $60. I have brought this feature a total of (5) times. I receive an email from ** informing me all of my same day deliveries have been used up, in which I've only used (10). I called customer services and spoke with an agent who told me that the multipack same day delivery has expired because I've used all my free same day deliveries up. I provided the agent a screenshot and the person saw for themselves the day I've purchased the feature and the last time I've used it. He did not have an answer for me and continued to fumble over his words apologizing to me. I've inquired that I've read the terms and conditions and have been fully aware and even in that he could not provide me an answer. I informed the agent that it was robbery and fraud. All he could do was apologize and stated what he only seen in BJ's central system.

  

  Business Response

  Date: 10/11/2024

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

• Initial Complaint

  Date:10/08/2024

  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 purchased 4 tires and scheduled an appointment for free complementary installation On 9/19. On the same date, when the car was ready I picked it up. After driving 5 minutes my tire pressure low light came on so I drove back to the bjs tire department and informed the worker. The worker did not want to look at my car and told me this is normal and will turn off after driving 40ish miles. The light never turned off so one week later I returned to the bjs tire department. After waiting over an hour to speak to someone the woman checked my tire pressure and told me it was fine and reset the sensor. She told me to call and make an appointment if it came back on. Which it did, 5 minutes later. I tried to call to schedule an appointment and was hung up on several times. On one occasion they took my name and phone number to call back and never did. I called back again and it took 5 phone calls to be able to speak with someone who then told me to come in person and speak to a manager. So I did. The manager told me to file an Insurance claim and I told her I just want my sensor fixed, as they obviously did something wrong while installing my tires. (The sensor was NOT on when I took my car to the appointment on 9/19) The manager asked the tire worker to check my car as he could see if the sensor is working or not. However the worker could not find the sensor button in my car and told me to go to *****. I went back inside to speak to the manager to file an insurance claim. The claim was submitted (supposedly). I was told I would receive a call from the insurance within 24 hours. This was on October 2nd. I have tried calling bjs back to follow up as they have not called me and they have hung up on me several times and kept me on hold for hours. One person transferred my call to the deli department and another picked up and made banging noises for several minutes. I work 2 full time jobs and am in graduate school full time, I do not have time for this.

  

  Business Response

  Date: 10/09/2024

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

• Initial Complaint

  Date:10/08/2024

  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.

  Hello, On 10/8/2024, I placed an online order (*********) at 9:23am for an ultra lantern with USB charging station for my 3-year-old daughter who is afraid of the dark. Unfortunately, I called later in the day at 2:38pm to be informed that my order had been canceled due to the item not being in stock. After speaking with a manager, I was disappointed to learn that there was nothing that could be done to fulfill my order. I am extremely upset as I believe my order should have been fulfilled.

  

  Business Response

  Date: 10/09/2024

  Please see attached.

  The item with article number #****** is currently out of stock. The member's order has been canceled, and they have been refunded. We will contact the club, and they will inform the member once the item is back in stock.

   

• Initial Complaint

  Date:10/08/2024

  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.

  On 10/2/24, I placed an online order at BJ's Wholesale club for ***** toilet paper and Lysol laundry cleaner. Almost immediately after I placed the order, I realized that I made a mistake by choosing for the order to ship instead of pickup. I tried to correct the order and or cancel it but was unable to do so. Their web site does not give you the option. I tried calling the **************** branch of BJ's numerous times and no one answered the phone. I then called the **************** branch and spent about a half hour trying to get this resolved. They told me that they would take care of it and for me to drive to their store to pick it up. The next day, I went there to get my order. Nothing was waiting for me. After about another half hour of waiting, one of their stock boys went into the aisles to fill the order, came back and told me that they could not cancel the original order and I would have to pay for this order too. They told me to go back to ********. I paid once again for the order and went to ******** to get the order canceled. I spoke with a ******* who told me, the order was no longer in the system which indicated that the order was canceled. The order was never canceled. Not only did they charge my bank account for the 141 dollars in change, they just delivered the order this morning. I refused it and told *** to take it back. All I got for my efforts was the run around. Please look into this and make them return my money. They have inept people working there, giving customers lip service because they either do not want to work or do not know what they are doing. I wasted a lot of time and gas money traipsing around because of them. I would greatly appreciate it if you could resolve this for me. Thank you,

  

  Business Response

  Date: 10/08/2024

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

• Initial Complaint

  Date:10/06/2024

  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.

  If you live in the area or plan to visit this location do yourself a favor and do not come HERE! Worst customer service staff and they do not care to help you in the slightest bit. I was with my mother trying to prove to them I had a corporate discount code that l would like to apply when it comes to my membership and they ignored me when I was trying to show them the information the manager ** asked me to bring in. I called right before traveling to the store which I told the manager I will be coming in an hour and when I arrived he REFUSED to come to the front. On top of that, *** at customer service was so rude and short. She kept hopping on her phone and ignoring everything I was asking her then she was recording/taking pictures of us when I asked her why she was doing that she had an attitude and ugly smirk on her face and said "I'm taking a photo of myself" SMH which is a bold face lie because if that was even which is a bold face lie because if that was even remotely true why would you be taking a picture of yourself while we were asking you to assist us with this membership and you're on the clock. Her attitude was so stank and disgusting like why would BJ's hire someone like this. Not only did I feel profiled as I am an employee of ***** who had valid information on why I should've been able to redeem my perk but of course when you're being judged by how you look as a black woman no amount of proof can earn you decent service or respect. I attached photos here so you all can be aware of how these people look since me and my mother were disrespected by a terrible employee who chooses to snap photos instead of render services. I will be filing a corporate complaint and I hope they resolve this in a timely manner. Do better BJ's!

  

  Business Response

  Date: 10/07/2024

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

• Initial Complaint

  Date:10/05/2024

  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.

  Made online purchase at bjs wholesale club located at ***********************************. Using my EBT card as my form of payment they checked the balance before the transaction and confirmed that enough money was available total $700 the transactions total $324.17 with a $14.99 delivery charge which could not be charged as food so had to be paid with a different payment method so I authorized the $14.99 on my debit card. Unfortunately instead of charging the $14.99 or putting a hold for $14.99 on my card they put a hold for $56.24 that is $41.25 more than I was initially informed nowhere on the payment screen was that information provided . Bjs then proceeded to charge an additional $59.75 to my debit card for food items that are listed on their website as EBT Eligible I.E croissant, Nabisco classic mix 40 pack, goldfish 45 on the go pack and yo-crunch vanilla yogurt which was supposed to be charge as EBT I believe these businesses practices are harmful to consumers I get EBT because of ********** and now the money to pay for my utilities is either on hold is gone I called bjs to complain but their response was less than idle asking me to return goods my 3kids have already started consuming or just wait for the $41.25 to be returned they said nothing about the additional $59.75 that was charged

  

  Business Response

  Date: 10/07/2024

  Please see attached

  Reached out to member via email and are awaiting a response to resolve. The member was refunded for those items. I believe these were added items.

• Initial Complaint

  Date:10/03/2024

  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 October 1st 2024 at 0327, I received an automated text from my *********************************** saying a purchase was made of $55.00 for a BJs membership that I did NOT make/ authorized. I am NOT a BJs member, but I have been inside to make purchases with my partner that shares a membership with parent. I believe my last visit inside at the self checkout register, a skimmer was used to hack my bank card that withdrew $55.00 I am seeking a refund of this amount. I dont have an account and my bank card is not linked to my partners membership.

  

  Business Response

  Date: 10/04/2024

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