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, Inc.

  300 Route 17 E Rutherford, NJ 07073-2102

• 

  BJ's Wholesale Club, Inc.

  4000 NEsconset Hwy East SEtauket, NY 11733-3306

• 

  BJ'S Wholesale Club

  1785 Airport Rd Allentown, PA 18109-9528

• 

  BJ's Wholesale Club

  2044 Red Lion Rd Philadelphia, PA 19115-1603

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:04/25/2025

  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.

  Wappingers bjs service has only gotten worse within the last 2 years. I have been a bjs customer all my life. Recently I havent been able to shop in the stores due to my anxiety levels. I have been utilizing the pick up and delivery feature. On numerous occasions my delivery orders have not been delivered or items missing due to DoorDash. I have been trying to contact my local store for over a week. Im in the whole 200$ and I collect ebt. We literally have had no food due to this issue.

  

  Business Response

  Date: 04/30/2025

  Reached out to member via email and are awaiting a response to resolve. Could you please provide the order numbers, the date of the order, and details about what was missing? This information will help us investigate the issue thoroughly and assist you as quickly as possible.

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First I want to preface with this refund issue has been i going since April 7th I just received a call from the BJ's ******, ** location. The individual named Shadara asked me to once again repeat the reason for my return which I have done numerous numerous times. Apparently the ticketing system being used to field issues, concerns, refunds etc lacks efficiency.Nevertheless, she proceeded to ask me the same question that has continuously been asked of me, was the item purchased in store, what item. I provided all the information for the 11th time and she then proceeded to say the item was opened we cannot accept ***** qualm is obviously I had to open it in order to use it, additionally it was only when I attempted to use when I was faced with the defectiveness. As I have repeatedly mentioned my first attempt was I reached out to Turbo Tax Support and they advised it was defective and as it was purchased in a store I would need to return the item to the merchant.Which is what I attempted to do, when faced with the rude, dismissiveness and quite frankly unprofessional response from the individual at the customer service ********** the point, what really to me is the unprofessionalism and incompetency of the staff, the repetitive and ignorant questions. I am going to resign with just filing a complaint with the better business bureau, corporate office, ******/yelp review platforms etc.I work in advertising and the unprofessionalism and run around that has been extended to me is quite appalling.Thanks.

  

  Business Response

  Date: 04/24/2025

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

  Customer Answer

  Date: 04/25/2025

  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. 

  Hello 

  A different BJ's customer care *** contacted me via an email today 4/25/25 saying no refund is allowed due to opened product.

  Yesterday on April 24, 2025 at 2:42pm, I personally spoke with ****** ***** who is an Executive Resolutions Specialist, *********** from the BJ's corporate office and he advised a resolution would be provided if not a refund, the alternative would be a store gift card.  He said he would follow up with me.

  Again the inconsistency leaves a lot to be desired as well as I mentioned to Mr. ***** unprofessionalism of the customer service staff.  Perhaps retraining is needed and strongly recommend.

  At this point, I would like a BJs gift card for all the inconvenience and fallacy that has been extended. It can be mailed to my home.

  Thanks.

  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: 04/28/2025

  Please see attached.

   I spoke with the member, and she will need to bring back the product at her convenience. We need the product to process the refund. We will be issuing a refund as a one-time courtesy. Ive also attached our policy for reference, which notes that the item was purchased as non-returnable once opened.

   

• Initial Complaint

  Date:04/23/2025

  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.

  When placing online orders for same-day delivery certain items refect higher charges than post it when added to cart. **************** **** are unable to explain where additional fees are coming from these charges have appeared for the past year and the issue was justaddressed by me today complain with BJs. The reference number is 999-4175. spoke with SHANCHIA. At approximately 12:14 PM I also spoke to **** today. At 11:32 AM I know that the conversations are recorded. This is why Im sharing this information. The item number reference in the conversation is ****** ******* ****** Stretchflex Drawstring Trash Bags, 90 ct./33 gal. Listed for ***** online. Price increases to ***** when added it to Cart. I was told by one *** that this was a shipping fee. I informed her the items are not being shipped, but this is the same day delivery informed by another *** that they were taxes, but she couldnt explain where that they were state, local federal, etc. this item was only given as one example there have beenmultiple items which were up charged when added to the cart. Additional fees for delivery driver, tip, and taxes were added to the entire order at checkout, not individual items when added to the card I would like for thisissue to be addressed and resolved, and whatever items I was overcharged for in the past to be refunded.

  

  Business Response

  Date: 04/23/2025

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

  Customer Answer

  Date: 04/30/2025

  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,

  *******

   

   

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6th I ordered a set of gift cards. They were supposed to be shipped with standard delivery. I contacted BJs by phone first as well as **** when I learned there hadnt been any movement on the package. BJs gave me the runaround and said someone would be in touch in a few days. **** said since it hasnt moved in 7 days I needed to contact the seller as the shipment is lost. I did again, I called. BJs said theres nothing they can do and to wait 3 days for a supervisor to contact me. They contacted me with an email saying they looked into it and it moved so wait 5 days for delivery. My trip is a week away for ****** and these were $500 in gift cards to purchase the ****** ticket. Delaying all of this delays the whole trip which brings on a lot of hardship. I checked shipping after receiving that email, and the customer service email lied, it had in fact NOT MOVED, now putting it at not moving for 10 days. Three different **** employees told me they have tried tracking it down and they cant its lost but yet BJs will not refund or replace or work with us at all. In the process of speaking with our lawyer and also disputing the charge on my card but having trouble with the dispute as of right now. One call from BJs to ****** to cancel those cards out as lost and refunding me doesnt put them out anything at all but time. Whereas were being put out of a vacation that needs extensive planning. Disappointed is a major understatement.

  

  Business Response

  Date: 04/22/2025

  Please see attached. The expected delivery on 4/22/25 by 9pm. 

  Tracking Number:9200190252421606533509

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

• Initial Complaint

  Date:04/14/2025

  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 Saturday, April 12, I placed an order for delivery and I never received the order.I received an email stating that I received the order, but I never received the items that I ordered.I'm blind and I instructed that the person that assisted in ordering that my items get placed in a bag or in a box and to have the delivery driver place my delivery in the hallway of my apartment. I've been refunded for my items but not for the delivery fee. I want a refund for the delivery fee and I want contact by upper management from headquarters so we can discuss how to better the process of successfully delivery my order to me so this incident doesn't happen again.

  

  Business Response

  Date: 04/14/2025

  Reached out to member via email and are awaiting a response to resolve. We will refund the delivery fee and reach out to the member on 4/15/25

  Customer Answer

  Date: 04/16/2025

  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 customer is disputing the transaction because he did not see any credits to his account , either for the notes or for the delivery service. 

  The purchase of ****** and the delivery fee should be credited to my account and it was not. 

   
  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: 04/23/2025

  please see attached.

  If you add the tip, subtotal, and tax, the total bill came to $127.91. That same amount$127.91was fully refunded to the members ********** ending in 8398. Please see the attached documentation for confirmation.
  If the member has not yet received the refund, they will need to contact their bank to initiate a dispute. Their financial institution will then follow up directly with BJs credit team.
  For reference, Ive also attached the reference number provide from our credit team showing confirmation the refund was accepted by the member's bank. 

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a propane fire pit on April *******. Didnt receive until May, used maybe 6 times from May to September. Closed up with 2 covers and secured. Open on March 15 2025 and the whole top of fire put has chunks missing. Emailed Bjs and was told to bring to store. Went to Manchester store spoke with general manager there ****** and was told she would not except because it was bought online. End of store. Well called bjs customer service again and was told only the store could take back and they would file a complaint and see what they could do. And I would receive a call back that was on April 5. Today is April 13th and I still have yet to receive a call or have ANY answers on this. The first email went out on March 17, 2025 it has been almost a month and I have gotten NO HELP whatsoever.. have plenty of pictures but wont allow me to upload Pictures of purchase and photos of how DESTROYED this fire pit is

  

  Business Response

  Date: 04/14/2025

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

  Customer Answer

  Date: 04/14/2025

  [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 help  my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will hopefully be resolved with the respect from the general manager in Manchester ct respectfully with out any confrontation like I have had prior concerning this return and /or replacement. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/11/2025

  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.

  BJ's wholesale neglected to supply any type of recreation or even good customer service while a patron decided to go shopping and leave her car in the ******** while others were waiting. This occurred at **** hours around 4:00 p.m. on Friday April 11th 2025. The employee at the gas department was unable to rectify the situation as the other person in the vehicle refused to move the car. The manager was asked for and never made an appearance. Several patrons contacted the store directly and asked for **** or ******, current management at the time and neither one showed up or answered the calls. In the meantime there was a family emergency and a patron of 20-plus years one was unable to exit the premises due to this.On top of all this the setup for the gas line almost caused a couple accidents at the time as there are no direct markers for the flow of traffic. It seems like it was recently changed and they neglected to take care of their patrons. I had to watch all of this and the poor girl shouldn't have had to deal with it. The patron who decide to go shopping while 20+ cars are waiting for gas should have been escorted off the premises and membership card canceled as she did not follow the rules of being a member. This is not the first encounter issue I have had with BJ's I will be canceling my membership due to all of this neglect and treatment as a patron since 95.

  

  Business Response

  Date: 04/13/2025

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

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just paid $130 to renew my account that I had with bjs for over 20years never a problem Sunday I kept trying to make an pick up order with my ebt card and it kept canceling my order the next day my account is locked after calling and finally reaching someone who can actually help me told me that my account was locked for ebt fraud how can it be fraud and its my card instead of communication with me they revoked my account for me using my own ebt card because they think its fraud either reopen my bjs membership or refund me back my $130 this is disgraceful disappointing that bjs will do this w/o communication with the customer to see whats going on or to verify the situation

  

  Business Response

  Date: 04/09/2025

  I see that youve already reached out to BJs and the issue has been resolvedthank you for that. We sincerely apologize for any inconvenience this may have caused.
  

  Customer Answer

  Date: 04/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/08/2025

  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.

  THIS STORE DOES NOT HAVE A LICENSED OPTOMETRIST ON-SITE!!!Unfortunately, this was never told to me when I made the appointment and not even when I got to the store. I only realized that after about 30 minutes into the exam when the ***** who was doing the exam brought up a person on the monitor who would measure would measure me for my new prescription. The only licensed professional was yet another person who was brought up on the monitor at the end of the exam who looked at the pictures that the first ***** took. If I knew that the exam would be virtual, I would never had made the exam and would look for an actual licensed optometrist. Both of the virtual exams were very quick, and I really don't feel like the new eyeglass prescription is correct at all. I get my eyeglasses online, but I don't want to waste money on new glasses if the prescription is wrong. Also, the 3 people who took part in the exam kept asking me for my current eyeglasses, but no one ever told me to bring them to the exam, and I don't wear them all the time, just to watch TV. Was charged $75 for this exam, and I'm probably going to have to do this all over with an actual licensed optometrist. This just seems like another big corporation trying to save money because they don't want to pay for an actual licensed professional to be on-site to do the actual exam.

  

  Business Response

  Date: 04/09/2025

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

• Initial Complaint

  Date:04/08/2025

  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 a Lifetime Shed in 2023 with a three year warranty from BJ's. We finally laid the cement, hired someone to help my husband put it together, and they started putting it together. The pieces would not line up and the product is defective. We cannot put the door on, because the pieces do not line up properly. We contacted ******** via phone and email to no response. We filed a claim with the warranty that we purchased. They said someone would call us in two days to have someone look at the product. No response. I call back and they say they are still working on finding someone and I would get an email/ phone call. No response. I call back two days later and they are still working on it. Again, no follow-up email or phone call. I call back and they said someone tried to call me, but I checked my call log and did not receive a phone. They tell me that BJ'S sold me a product that was an ineligible for a warranty. I said, but I bought it online, how is this possible? How many other people did BJ'S sell a warranty for an eligible product? Why am I just learning about iti now after I have called multiple times? They said since BJ'S sold me a warranty for a product that is ineligible for a warranty, the warranty is in invalid. I contacted BJ'S, but they said the warranty should take care of it. I paid for the warranty and the warranty will not honor the warranty. At this point, I request a full refund. Thank you.

  

  Business Response

  Date: 04/17/2025

  We will be reaching out to the member and will provide an update as soon as possible
  

  Customer Answer

  Date: 04/20/2025

  Hello,

  I received an email from BJ'S protection plan company, *******, which stated that the protection plan was sold in error. The protection plan was sold and advertised through BJ's website.They offered to refund the cost of the protection plan. That is not sufficient, especially considering that they are still advertising the protection plan with the product on their website. They need to honor the protection plan that they sold to me and sold to others. I have attached a screenshot showing that the protection plan is still being advertised with the product and is still being sold with the product. Thank you.

  Yours Truly,

  **** ****

   

   

  

  Business Response

  Date: 04/23/2025

  Weve reached out to ******* on the members behalf and will be sure to provide an update as soon as we hear back. We're committed to keeping them informed every step of the way.