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Business Profile

Buying Clubs

BJ's Wholesale Club, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Buying Clubs.

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

    • 1,246 total complaints in the last 3 years.
    • 392 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/02/2025

      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.
      This establishment **** me a refund of $2.80 in sale tax. Two days after I filed my initial complaint with BBB, they contacted me on 2/28 and promised to send me the refund within 8 business days. They never did. On 3/14 I called them and once again they said they will send the money in, guess what? another 8 business days. Again, I received nothing, 8 days came and gone. At this point, I just about had it with them. Then on 3/28 someone from BJ's sent me an email, making an inquiry about the whole refund situation. I responded, told my story of what happened all over again. I thought this is it; somebody is following up on this. To my surprise, as of today, still nothing. I 'm so frustrated right now. I don't know what it will take to get my refund and it's only $2.80. What's going on with this business that they can't handle and resolve a small issue like this? I can't help but feel like they do not care about customer's satisfaction. Their public relations are awful. I really, truly regret that I joined their membership. Never again!!!!!

      Business Response

      Date: 04/03/2025

      We called the member on 04/03/2025

      We have spoken to the member and apologize for the inconvenience she had for over three months trying to get the missing tax refund for $2.80. Due to the inconvenience that our member had with this issue a $15.00 reward was added to her membership and our member agreed with this resolution.

      Customer Answer

      Date: 04/04/2025

      [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,

      Viet Mai

    • Initial Complaint

      Date:04/01/2025

      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.
      BJ-s customer serviceJust want to give all future BJ-s customers a word of advice. 1.. I cancelled my membership in the early part of January *****. My refund was finally cancelled on 2/20/253. When I called about my credit, the 800 number said I had to go to the store4. So I did5. The local customer service said it would take 60 to 70 days for the refund to show up on credit card6. We waited but never received anything7. So again I called the 800 number.8. They now were going to look into it9. After 3 days, I receive an email stating they could not give me the credit on my credit card because for some reason (???? they would not say what the reason was?) they were going to mail a check10. So today, March 31, 2025. I called. Asking when can I expect my refund check .THEIR REPLY WAS IN 60 TO 70 DAYS...........REALLY. ARE YOU FOR REAL????I EVEN SPOKE TO THE MANAGERHIS REPLY WAS ..........I'M SORRY FOR THE DELAY. JUST ALOT OF WORTHLESS WORDSTHIS IS TYPE OF CUSTOMER SERVICE YOU CAN EXPECT FROM *********************************** ARE BEING WARNED!!!WARRANTIED ITEMS FROM BJ'S.. HA, HA

      Business Response

      Date: 04/08/2025

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

      Customer Answer

      Date: 04/09/2025

      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,

      ********

       

      The BBB advised me to contact Bjs for further information.  After being on hold for over 40 minutes, I got to speak with ****** who advised me I would still have to wait 6 to 8 weeks for a check.  My request was  put in their system on 3/26/25.  I asked to speak with a supervisor.  His name was *****.  He gave me the same answer as all the previous employees.  It will take 6 to 8 weeks for a check to be mailed.  This transaction started in January of 2025.  By the time I receive my refund it will be June. 6 months to get my money back .  If I even receive it Why should customers have to be subjected to this type of harassment.  
      So writing to you for help was also useless.  Just a waste of my time.  All I received was a lot of stress and anxiety


      ******** ********
      ******************************************************************************
      #********.

      Business Response

      Date: 04/15/2025

      please see attached. A check was mailed to the member on 4//10/25

    • Initial Complaint

      Date:03/31/2025

      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.
      1. Provide Transaction Details Date of Transaction: March 6, 2025 Amount Paid: $205.89 Payment Method: ExpressPay Store Location: BJs Wholesale, *********************************** 2. Explain What the Business Committed to Provide Stock Up Event Promotion: BJs Wholesale advertised a promotion stating that customers who spend over $200 would receive a $50 reward.Pampers Baby Dry Discount: A $5 discount was supposed to be applied to Pampers Baby Dry (item number ******).3. Describe the Dispute The $5 discount was not applied at checkout.Instead of the $50 reward, only $20 was credited due to an undisclosed condition that the $200 spending requirement was before taxes (which was not stated in the promotional materials).4. Explain Attempts to Resolve the Issue March 7-8, 2025: Contacted ExpressPay chat support, who said only in-store staff could assist.March 11, 2025: Visited BJs Wholesale at **********************************. Store employees refused to process the $5 refund, claiming they lacked access.March 13, 2025: Contacted customer support via phone. The representative admitted the pre-tax condition was not disclosed but still refused to grant the full $50 reward.5. Advertising Issue The Stock Up Event promotion did not specify that the $200 threshold was before taxes.This omission resulted in deceptive advertising, leading customers to believe they would receive a $50 reward when they actually did not.6. Requested Resolution I request a total reimbursement of $35:$5 refund for the Pampers Baby Dry discount.$30 additional reward from the Stock Up Event to match the promised $50.BJ's owes me $35. On 3/6/25, I spent $205.89 (ExpressPay, ***************) during the "Stock Up" $50 reward promo. I missed a $5 Pampers coupon (******). Staff refused a refund (3/11/25). Store gave $20, support admitted the pre-tax condition was hidden. I request $5 for the coupon & $30 for the misleading reward. Total: $35. Purchase was over $200, as advertised.

      Business Response

      Date: 04/03/2025

      We have spoken to the member and apologize for the inconvenience he had with the Stock Up Promotion and the Pampers coupon. Due to the inconvenience that our member had a $35.00 reward was added to his membership and our member agreed with this resolution.

      Customer Answer

      Date: 04/04/2025

      [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,

      **** Amonov

    • Initial Complaint

      Date:03/31/2025

      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.
      On March 13, 2025; I ordered 4 tires online through BJs tires wholesale. I went in on Friday; March 14th to have my tires serviced. I found out through the mechanic that the tires were the wrong size so instead of getting 4 tires, I decided to get 2. I was told I had to go inside to talk to the front desk to refund me my transaction so that I can submit the new payment for the tires. He also said to get the money on a gift card so that I can pay for the new tires. He said he told the front desk clerk what to do as well. Instead she put the money back on my debit card which caused me not to be able to have the correct amount to get the tires. When she spoke to the manager in front of me about her mistake, the manger said there was nothing he could do for to tell the mechanic to TAKE THE NEW TIRES OFF of my car!!!! I was heart broken and tired after waiting 3 hours for them to fix my tires. He didnt apologize or try to rectify the situation, he walked away from me and went about his day. The mechanic was nice and offered to fix the one tire that was messed up, but I had to pay an additional $228 to get the one tire fixed until I received my refund. What made matters worse was that I missed my bone infusion appointment due to my stage 4 breast cancer to get the tires fixed and I missed going out of town to visit my mom. I had to go to Fire stone to get the rest of the tires and spend close to $1200 to get everything fixed! I am beyond upset. I am thinking about canceling my membership which I have had for over 12 years.

      Business Response

      Date: 04/23/2025

      Please see attached. The member was refunded for the set of tires. Weve contacted the club, and a team member will be in touch with you shortly.

    • Initial Complaint

      Date:03/28/2025

      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 went to Bjs Wholesale store located at ***************************************** on Sunday September 22, 2024 at approximately 2:45PM. During my visit I was charged three times for a one gallon of Tuscan milk. The price for one milk is $3.69. I want a refunded to my original form of payment. I further highly recommend that BJs give more training to their employees to ensure that this does not happen again to any individual that shops at BJs.

      Business Response

      Date: 04/08/2025

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

    • Initial Complaint

      Date:03/25/2025

      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 order on BJ's app on March 18, 2025, with order number *********, for a pickup order of two quantities of 77-gallon fiber shipping and storage drums at the *********** store, which is 45 minutes away from where I live, because no store closer to me had the items in stock. When I arrived, I didn't realize the items were damaged; only after I arrived home did I realize the items were damaged, so I called BJ's immediately. They answered and said, No worries, they'll take care of it. I told them because the store is so far from me, I won't be able to make it back anytime soon if I have to return the items back to the store. They still insist not to worry. Then several days later I got an email saying to return the items. This is so ridiculous of BJ's; as a member, they should have handled the situation better knowing my circumstances that I stated. If they don't want to refund the items in full, then they should discount them because they are damaged. I also send pictures that show the damage. BJ's, is this how members are treated?

      Business Response

      Date: 03/26/2025

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

    • Initial Complaint

      Date:03/25/2025

      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 had received my food stamps on March 11, 2025 and there was a charge from ************************** in ******** *************. I don't have a BJ's membership or been to any BJ's anywhere

      Business Response

      Date: 03/26/2025

      I understand your frustration. Please know that *** has a dedicated fraud department that will thoroughly investigate the issue. BJs always cooperates fully with state and local authorities to ensure these matters are handled properly.
       
      The USDAs Food and ***************** instructs that all concerns about possible fraud be reported to the applicable state agency. If you do not have the contact information for your state agency, the ************************ Service website includes a state contact directory. The direct URL is: *********************************************.

    • Initial Complaint

      Date:03/23/2025

      Type:Billing 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.
      The warehouse had a buy one get one free offer on glasses, including sunglasses. They have charged exorbitant prices and not provided proper breakdown of the charges for the product. They have charged unfairly for some features of the product that they should not be charging for.. I am seeking reimbursement in the amount of approximately $350 on a total charge of $1000 paid for the products.

      Business Response

      Date: 03/25/2025

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

    • Initial Complaint

      Date:03/22/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally express my frustration with the exceptionally poor customer service Ive experienced at the ********************** located in ***************, ***I have encountered significant difficulty in reaching both the *************** and **************** which has been incredibly frustrating. Despite multiple attempts to contact the *************** directly, I have yet to speak with anyone or receive any follow-up communication. Similarly, I have been unable to get in touch with anyone in **************** which has only added to my dissatisfaction with the service *********** a member, I expect a certain level of service, and it is incredibly disheartening to experience such a lack of response and professionalism. It is important for customers to be able to rely on timely communication, especially when dealing with services like tire purchases and installations.I kindly request that this issue be addressed promptly, and I would appreciate an update on how BJs plans to improve communication and customer service at this particular location.Thank you for your attention to this matter. I look forward to hearing from you soon

      Business Response

      Date: 03/23/2025

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

    • Initial Complaint

      Date:03/19/2025

      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.
      Ordered BJs Brand Tator Tots through delivery. The product was delivered by BJs 3Rd party vendor. Days later, when consuming the product, tasted marijuana in the food. Daughter acknowledged she tasted it too when consuming it. Was in a phone call when body slumped over. Was crying because I knew something was wrong. Experienced chest pains after consumption when doing simple things throughout the week not stressful such as praying,or reading. In times past, when receiving deliveries to door from BJs 3rd party vendors, experienced punctured seals, or no seals on products; just the lid. Please find a safer way of protecting consumers against punctured products of plastic containers that can be easily permiated, punctured (Bags of salad, frozen produce, rotisserie chicken bags as well as raw meat packaging, wipes, containers of fluid, etc.) ********, or altered packaging. Please reimburse consumers roundtrip for return of product for every incident. Please check all products, expiration dates, and evidence of being punctured on the container, it's secondary seal upon opening the primary lid before delivery. Please check evidence of product being dropped, or evidence of product being opened before delivery. Am wearing a heart monitor since the incident.Thank you.

      Business Response

      Date: 03/20/2025

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

    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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