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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

    • 1,227 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/27/2024

      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 pack of cookies baked in the BJs bakery and it had a plastic piece inside the cookie. My daughter was eating the cookie and could have swallowed the plastic piece. She was able to remove it from her mouth right away before swallowing it.

      Business Response

      Date: 08/30/2024

      We spoke to our member and started an internal investigation with our ********** department. 

      Will touch base with our member on 09/03/2024.

    • Initial Complaint

      Date:08/26/2024

      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 gift card for *************** from BJ's Wholesale Club on ************************************. I went back to return the gift card, because the **** the is 5 minutes from my house is closed.I went back to BJ"s and they said they it was store policy not to refund a gift card that had been activated. I did not use the card or open the package. I have been a member of BJ"s since December of 1997.I believe that I should be treated better, since I have been a member for 27 years and actually had joined earlier than that for a period of time.I feel that I should receve a refund.

      Business Response

      Date: 08/29/2024

      Our member agreed to $30 rewards as refund for the **** GC he couldn't use.

      Rewards adjusted and available for member to use within 48 hours.

       

    • Initial Complaint

      Date:08/26/2024

      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 8-11-24 I purchased at tv and returned the same day. My refund for the transaction processed however the credit card company states they can NOT close the loan(1 time use credit card) due to the $87 pending charge still showing from Bjs. Ive contacted BJS on several occasions and was advised this was reversed 8-11-24. This was sent to the escalation team as AFFIRM(credit card company) states it has NOT been retracted and still is pending. Ive been advised once the pending charge drops off they can close card. That said, I am responsible to make pts on this card until this happens. Ive been going back and for with escalated requested for 2 weeks now between BJS and Affirm and not received any resolution!My hope is if you contact these companies we can get this resolved.It honestly should not be this difficult and obviously there is simply a glitch but some how some way someone needs to resolve it!Ive attached pictures of original order as well as returned order receipt and I screenshot of the still pending charge in the card. If needed please feel free to contact me for further explanation.

      Business Response

      Date: 08/28/2024

       I had the head of our payment team look this over as well. They are seeing this auth hold properly released by us. Below is a summary of actions from our payment system:

      8/11 Auth for $666.99
      8/11 Auth Reversal for $87
      8/11 Settlement for $579.99

      We recomend the member to speak with Affirm directly if they have not already to see why this is still pending. We released the hold on the 11th so they should have released these to the member by now.

       

    • Initial Complaint

      Date:08/26/2024

      Type:Service or Repair 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 signed up in November 2024 and Added my husband. When I applied for the BJs One credit card and was approved I noticed that my husbands membership number was on my credit card. When I contacted customer service I was told that it was because Reks (my husband) was the primary member. This was an error on BJs behalf because When getting the membership I specifically said I was the primary member and Reks was my husband. But customer service refused to fix this.

      Business Response

      Date: 09/03/2024

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

      Customer Answer

      Date: 09/04/2024

      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. 

      Im only rejecting this because I have not received any email from BJs yet.  I have searched my spam folder but found nothing. It could have accidentally been deleted.  I really like BJs. And hope to get this taken care of soon.

      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,

      Theron

       

       

      Business Response

      Date: 09/04/2024

      I sent an email to the member today at 1234pm.

    • Initial Complaint

      Date:08/24/2024

      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.
      We ordered a gazebo with installation from BJs Yardistry/Handy/****. The delivery was prompt and as expected. The boxes for the gazebo were received at our home prior to scheduling BJs/Handy/**** to provide the installation on 6/6/24. BJs/Handy/**** sent 2 individuals on 6/6/24 to install a gazebo. These individuals worked for about 6 hours and didn't complete the gazebo. (1 Day off work) Handy/**** was contacted about the uncompleted work. Handy/**** sent out two (different) individuals on 6/14. These individuals wouldn't even start to complete the job because the prior ************* improperly installed and damaged components of the gazebo. (2nd day off work) Handy/**** was promptly contacted by their workers as well as by us. Handy/**** instructed us to figure out what was damaged. I had to disassemble the improperly assembled/installed parts and identify the damaged parts by part numbers to Yardistry and provide a detailed and itemized list by complete part number for every part (2.5 hours of my time)After several attempts, Yardistry provided the quote for the damaged parts. This quote was provided to Handy/****. Handy/**** responded that they might pay, but only for the parts that they damaged ($ ******) and not the shipping ($ ******). ***** has not agreed to pay anything.. I contacted BJs customer service on July 10, 2024. I provided the above information as well as detailed photographs and a detailed and priced bill of material. BJs customer has consistently responded to my request for updates for over a month and a half with the following: "We will get back to you with an update soon.We paid $ ***** for an installed gazebo over two months ago. It is still in pieces with damaged parts and has been taking up most of our deck for the entire summer. This has been the most disappointing transaction and customer service we have ever experienced, especially for a club that we have paid a yearly fee to for over 12 years.

      Business Response

      Date: 09/03/2024

      We have reached out to the member on 8/26/24

    • Initial Complaint

      Date:08/22/2024

      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.
      On 8/16/24 I was sent an email offering to renew my membership for $20. Multiple times over the last week or so I've tried to take advantage of this offer, using multiple browsers. Each time it takes me to my account and to my shopping cart. In the cart is the renewal, not for $20 but for $55. No matter what I do it will not let me renew for the $20 as offered. I've contacted BJ's customer support via phone and email. On the phone I was told they were unable to honor the $20 renewal and would have to open a case. Case number is listed below. So far I've been told over and over that it's being worked on. I've been asked to provide screen shots. Screen shots and the *** link have been provided. All I keep getting is "we're working on it and will get back to you" emails. This feels like a bait and switch. I simply want BJ's to honor the offer they presented. Also, there was an additional email offering renewal at $25. This also doesn't work.

      Business Response

      Date: 08/22/2024

      Please see attached.

      The member's membership has been extended by 1 year. 

      Customer Answer

      Date: 08/23/2024

       

      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. 

      Thank you for your assistance in resolving this issue.

      Regards,

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

    • Initial Complaint

      Date:08/21/2024

      Type:Delivery 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 placed an online order on Jul 29th 2024 for 2 set of tires(4 total). On their website the system indicates that it typically takes a minimum of 2 days for tires to arrive to local BJs. The site also allows you to set up appointment for installation. In my case I decided to take Monday 19th of August off to give BJs plenty of time to have tires ready. When I show to Hampton BJs on the 19th, the only tire employee tells me that they only got 3 tires. I sat in waiting room from 9:30 to 12 to find out that they had no idea where the 4th tire was at and they will need to order the 4th tire. I reached out to BJs online via chat to find out what exactly happened and after some back and forth I was offered $5 gift card for my troubles and that my 4th tire was going to arrive "soon", Meanwhile the shop worker was told by the tire shop manager to place the order for another tire and that I will be called and fit in for Saturday 24th. I have attempted to call ******* BJs about status of 4th tire and I get no answer from the shop and when the call goes to customer service all they tell me is that shop worker is busy. I have reached out again today to BJs online via phone today to find out more about the mishap with my order. The tire *** asked me if I would take a $25 gift card for my troubles and that she will re-order a new tire. I was also told that tire would not arrive until next week between the ***** (Im going on a trip on the 30th). My problem with the whole situation is that I was not informed that only 3 tires were shipped, no one had any idea where 4th tire was located, was offered $5, $25 gift cards. I took time off from work to get tire done 21 days after I ordered them, i waited 2.5 hours to get some sort of answer and some sort of resolution and yet nothing has happened. I have not even gotten a call from local BJs tire shop or a manager til today. Yet BJs got paid and money is in the bank and I have no tires.

      Business Response

      Date: 08/22/2024

      I'll reach out to the club, and a team member will contact you shortly.

    • Initial Complaint

      Date:08/19/2024

      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.
      On 08/01/2024 at your location on ********* Fl my mom an authorized user on my ******************** membership when and expense u$631.39 she asked multiple employees including customer services for help about the coupons available for the items she was buying and nobody in the store was willing to help her. She paid u$631.39 without using any coupon and nobody care at the store to help her. Very disappointing that your employees dont care about the customers specially the one that doesnt know how your coupon system works.. its was done at club :390 trans #**** cashier 403. I need a supervisor to assist me with this situation.

      Business Response

      Date: 08/20/2024

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

    • Initial Complaint

      Date:08/16/2024

      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.
      Entered by BBB staff DC. Consumer went to the **************** location today, was told her order was ready and she went to pick up her order and is upset due to the way the transaction was handled.  She asked for a manager & the employee said I am the manager and there is nobody else to talk to.  Consumer is not sure the amount of the refund she would like but stated $20.00.  She wants the manager of the store to call her and wants people to know how she was treated. 

      Business Response

      Date: 08/19/2024

      I called the member today and was able to leave a voicemail. I would need the order number that she placed for pick up today 

    • Initial Complaint

      Date:08/14/2024

      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.
      On 6/20/24 I purchased four ****** Nexen 185/60T15C Roadian CT8 HL (94/92T tires for my ****** van from ************ 352 BJs. Included in the purchase were 4 **** snap IN VS-90. (Receipt attached)Since the tires have been put on my idiot light for tire pressure wont shut off. I have been back to BJs several times to inquire about the tire pressure issue. They finally determined sensors on the left side of the vehicle arent working. I am told it would cost me $40 per tire to get new sensors. I have since consulted with another mechanic and the likelihood of the sensors which were all working appropriately before BJ's changed the tire to suddenly fail is unlikely.I am a 72 yr old senior on a fixed income. I bought the tires at BJ's to save money. If I have to replace all the sensors which are recommended I would not have saved any money and now I have an ongoing headache and new expenses. They also claimed one of my hub caps were missing and now I need to replace that also. My vehicle had just been serviced by a ****** Dealership and there were no issues.I was promised someone would call to address my complaint by **** from ************** I never got a call and I need to have the sensors working so I can be alerted if there is a tire issue.

      Business Response

      Date: 08/15/2024

      We will reach out to the club, and a team member will contact the member.

      Customer Answer

      Date: 08/15/2024

      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.]

      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: 08/20/2024

      The Club Manager reached out to the member today. See the response below.

      Hello ***:

      I just got off the phone with *****.  Looking at her invoice,she has not replaced her TPMS that she thinks we are responsible for.  She will be coming in next week either Wednesday or Thursday depending on availability in the Tire bay.  I am going over to check and schedule. 
      Thank you
      ****

    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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