Buying Clubs
BJ's Wholesale Club, Inc.Complaints
This profile includes complaints for BJ's Wholesale Club, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,227 total complaints in the last 3 years.
- 379 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I attempted to place ********* order using BJ's online ordering on 10/3/2024. When I hit the "Submit" button to place the order I immediately got an error message that said they were unable to process my order at this time. Please try again. I also immediately got a notification from my bank. BJ's had hit my bank with a pre authorization for $445.71, set to expire on 10/6/2024. The total for the order I tried to place was $372.22. So BJ's pre auth'd funds on an order was never received or processed by them. I called their customer service number and was told they couldn't remove the pre Auth on my account. That is untrue. The financial institution that processes their payments could contact my financial instituion and release that hold. It is absurd that they are holding $445.71 of my money for 3 days when they failed to even process the order.
Business Response
Date: 10/04/2024
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:09/29/2024
Type: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 have repeated occurrances where prices listed on your website and in locations are not honored. When you reach out to customer service you get a barrel of excuses that makes absolutely no sense. I can provide you 3 recent examples of the MANY right odd the top of my head. I went to my ************************************** and they had a JBL Partybox 100 series on clearance for $149.99. I went to purchase and was told the signage was incorrect and it should have been $249.99. They refused to honor the price and just switched out the sign not owning up to their mistake. Then you had an 85" ******* on your website and in store on Clearance for $474.48. I went to purchase but when I added to my cart the price showed the original non clearance price. I ****** this up several times to customer service. They refused to honor it or fix it so the cart displayed the correct price. Now the item shows out of stock and they told me I missed the sale. Finally, you had a **** 75" as a backup option, but nowhere near the same deal, on clearance for $449.78. This item to this day shows this price and available online. When I put it in the cart it won't reflect the clearance price. I have made several failed attempts for customer service to fix the cart to so I can buy the item and they keep using in-store bogus excuses. The item shows at that price available online for shipping. This is getting extremely frustrating at this point both the pricing issues and the customer service declining to make things right and honor prices of items. This is faulty advertising and very bad business practice.Business Response
Date: 09/30/2024
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 09/30/2024
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 not received any reach out from BJ's attempting to resolve the issue. This statement is False.
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: 10/03/2024
The member was able to purchase the TV on 10/3/24. Order #*********.Initial Complaint
Date:09/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
BJ's frequently advertises "rewards" for spending a certain dollar amount on a cluster of items. Over the past 18 months, I have made 6 purchases that qualify for the reward based on the advertised terms. Of these, 5 of the instances have required extensive follow up with BJ's to obtain the advertised reward. If the company is unable to reliably automate fulfillment of these promotions, they should cease to offer. The attached communication serves as a example (please note the inconsistency of relying terms and conditions among various BJs respondents).Initial Complaint
Date:09/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction 8/6/24 I paid $25.00 Membership and free delivery service.I was being charged $55.00 and sent massage the link wasnt working because of the price difference for membership. It wasnt matching the promotion. They finally fixed that issue to the $25.00. Then when I registered for the same day delivery service, they were trying to charge me $55.00 for the same delivery service. The promotion included same day delivery service. When I told them about it, they said it wasnt included. I said it was and sent over the photo of the promotion. They didnt want to give it to me. I asked for a full refund. They keep asking questions like what is the first six and last four digits of the method payment to check account. I said they should have that info on my account. They said they dont store that info. I said how will you check my account for the refund if the info isnt stored and I give you the info again. There was no response after that last statement. They have not successfully tried to resolve the issue because I still havent received a full refund.There was a promotion placed on Instagram.Initial Complaint
Date:09/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a ********* gift card for $250 for my birthday. It was purchased by a relative from BJ's in ***********, **. I have the gift receipt. When I went to use the gift card both in store and online (several attempts), I receive an error code that it is invalid and to present the card at store for assistance which I did. However, when I go online or call to check my balance, it indeed says I have $250 available on the card. So, I have a gift card that indicates I have the $250, however, it does not work when I attempt to purchase making this, in my opinion, a glitch. I have contacted BJ's and ********* numerous times via email, phone and in person and both blame the other party. I believe that since I do have a gift receipt and when you go online, it does show the balance that I should be given a new, working gift card. I am beyond upset. If this was a $25 gift card, I'd forget about it but it is a $250 gift card given to me for my 50th birthday. I have attached copies of proper documents and can provide emails between ********* and/or BJ's. Thank you for your time.********* Gift Card #: **************** Access #: ******** Gift Card Purchased @ BJ's, E. Setauket, ** on 7/3/24 @ 3:00 PM Purchaser (sister-in-law) ******* ******* BJ's Membership #: *********** I also have a BJ's membership #: ***********Business Response
Date: 09/26/2024
We will reach out to the member. They mentioned that there is a glitch is it on the ********* website?Initial Complaint
Date:09/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
my membership renewed automatically in May. Bi's charged my credit card. But I work for *** and we get a discount so I reached out to BJ's customer service. I was told that they would have to refund me and then recharge me . In June while im checking out I was informed that my membership was not active, so I charged my Citizens account ****** on 6/10. BJ's never refunded me the 110 from my BJ's so reached out to BJ's again they finally refunded my BJ's credit card in August. Now my membership is still not active and I am told by BJ's that they have to refund me and then I can renew my membership. It took 3 months for me to get the first refund. I would like this problem corrected with out me having to make multiple phone calls and waiting for a decision from BJ's to refund me. I paid for a yearly subscription and that is what I should have and my membership should be active from the date that they re start it. Not in May.Business Response
Date: 09/25/2024
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:09/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I subscribe to free delivery for up to 12 deliveries for $50 through BJ's..I am also a member. In 9/10/24..I purchased $428.77 of groceries and non grocery items to be delivered to my address. My purchase NEVER arrived..I did get a few texts from Doordash and a picture of where my items (which were NOT pictured). I called BJ's immediately..I have called a total of 3 times. I used EBT card and a debit card. Bj's is not very good at paying attention to online orders. Ppl who use foodstamps usually need their food immediately..This did not happen and still has not happened. Ebt is.very easy to refund..first I was.told immediately, then 3-5 days, ******* 7-10 days. I need a resolution immediately!Picture is no longer supported on link!Business Response
Date: 09/21/2024
Weve contacted the club, and a team member will be in touch with you shortly.Customer Answer
Date: 09/21/2024
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.
[ Still waiting to be contacted and situation resolved.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Kewanee
Business Response
Date: 09/23/2024
Please see attached.
The member has been refunded, and the club manger did reach out to the member.
Initial Complaint
Date:09/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
club 120 on 9/13 I paid ***** for a purchase at your ************** fl store on 9/16 I returned the purchase, but the return credit was not processed to my EBT card.Business Response
Date: 09/20/2024
Please see attached.
The member was refunded on the same day via EBT, but it typically takes 7 to 10 days for the payment to be returned. We will follow up with the member.
Customer Answer
Date: 09/24/2024
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 transaction credit was REJECTED (it is not pending) and has not posted to my EBT account. Refunds to EBT accounts are credited immediately. There has been no posting or credit to my EBT account as this crecit transaction was REJECTED. As my family is starving and I am unable to purchase milk or food for my babies, BJ's needs to credit the amount immediately back to my EBT card, My card account is currently ***** short as the credit was REJECTED (not pending) and has not posted to my account.
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,Marc
Business Response
Date: 09/25/2024
Please see attached.
I spoke with the member on 9/24/24. The member said their refund didnt go through. We will call the club to follow up. I also talked to the club manager on 9/24/24, and he will reach out to the member. Our system shows the refund was processed, but the member says it went to the wrong account. I advised the member to visit the club.
Customer Answer
Date: 10/02/2024
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.
Refund returned to card in question by local store. Please review screenshots to see refund processed on October 1 for 67.54. Please review screenshot to view rejected refund on September 16th. Kindly consult with your colleagues to credit my account an appropriate amount of rewards to reasonably resolve this upsetting, unpleasant, unwelcome, incredible inconvenience. thank u ****
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,Marc
Initial Complaint
Date:09/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
September ******* I have made an online order at bjs wholesale club. The delivery charge was supposed to be $15.05 I was instead randomly changed $88.97. Ive had expressed with the merchant I need my money the merchant told me its a hood and would be released. Its been a whole week later and I still do not have the funds. They act like they dont see that I was charged $88.97 when I mention it and they continue to play games with me in regards to my money!Business Response
Date: 09/19/2024
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 09/20/2024
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.
[someone did reach out via phone and email in regards to the matter but as of today, September ******* I still do not have the surcharge of ***** in my account, its been a whole week, I am unable to dispute with my bank. & Im currently out of $***** because its something wrong with their system I believe.the only way I will be satisfied & relieved is when my $***** returns back to my account. & I will never use BJs delivery again.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Lashoun
Business Response
Date: 09/23/2024
please see attached
Issue is resolved. The member received her refund.
Initial Complaint
Date:09/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I shopped at BJs monthly spending atleast 400$. My adhd and anxiety has gotten worse so I have been using the pick up order since food stamps have been allowed as a payment. The last 2 times items where missing but the last time was my final straw. Almost 250$ was missing and I dont like confrontation because I become extremely anxious and it looks like anger due to my autism. So I just took the loss. But I really miss doing pick up orders and it was a big life saver for me due to my disability.Business Response
Date: 09/19/2024
Reached out to member via email and are awaiting a response to resolve.
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