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Business Profile

Buying Clubs

BJ's Wholesale Club, Inc.

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

    • 1,235 total complaints in the last 3 years.
    • 381 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:07/15/2023

      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 package of ********* Doubleshot Espresso (order# *********) cans from the location at ************************************************* on 7/9/23 and when I drank one, it had a very sour taste to it like it was spoiled. I contacted BJs to find out what I needed to do to return them and they told me that they did not accept returns on these types of items. I was willing to bring the remaining cans back to them due to the fact that I had no use for them, but they refused to accept the return and refund my money.

      Business Response

      Date: 07/16/2023

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

    • Initial Complaint

      Date:07/14/2023

      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 several **'s from BJ's in advance of my house being completed which were sent to my installer. Months later the boxes -- which were delivered face-to-face -- were unboxed and one of the **'s appeared to have been damaged in delivery; it appears by a hand truck or fork lift. It was not until the ** was hung and turned on that we saw the extent of the damage. I have contacted BJ's several times regarding the shipping damage and was advised that since the box was not immediately opened, they would not replace the unit. Although I was promised that BJ's would attempt to submit a warranty claim on the **, notwithstanding that it was damaged in delivery, it appears that that was a fabrication and no submission was made. While pursuing a recovery even for a small amount would be justified, the ** was (with the warranty) is $1600 + -- no small sum for anyone. While those who I spoke with at least feigned sympathy and stated they believed me, the response was essentially that the return department does not believe anyone. Fairness does not seem to matter.

      Business Response

      Date: 07/14/2023

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

    • Initial Complaint

      Date:07/13/2023

      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 rented a car from Dollar via BJs travel. I booked it on my credit card with my husband as the driver. There was no issue making the reservation. When we went to pick up the car we were told it could not be completed as reserved because the driver and credit card had to be the same person. I asked if I could be switched to the driver and I was told no. We tried to switch payment to my husbands debit card, but could not because it was a one way rental. We were advised we would be issued a refund since the reservation could not be completed. My itinerary indicates the payment should have been refunded, but it has not been. I have spoken with Dollar, who say they were not paid and I have to talk to BJs. BJs travel goes only to an automated menu. BJs member services told me to go into BJs in person. They said they could not help me but would reach out to management who have neglected to return my calls. I am requesting the refund that that document indicates should have been issued. I have tried to address this with all parties involved including BJs, Dollar, and the credit card.

      Business Response

      Date: 07/14/2023

      Reached out to member via email and are awaiting a response to resolve. Already touched base with the member on 7/13/23.

      Customer Answer

      Date: 07/19/2023

      [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 #********. A full refund was issued.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:07/12/2023

      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.
      I use BJs *********** for all BJs purchases. Since April, I accumulated more than $20 in rewards from *********** purchases. These rewards supposed to show up during the checkout in the store. I am not sure why my rewards from BJs *********** card are not transferred to my BJs store card. I reached out to BJs ******** care multiple times and they could not resolve it. I want these rewards to be applied towards my BJs purchases.

      Business Response

      Date: 07/12/2023

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

    • Initial Complaint

      Date:07/12/2023

      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 paid for a promotional membership online in Feb 2023.The promotional membership had advertise if i paid ***** for a BJS regular membership,I would get a ***** reward.So i signed up for the membership in February to use at the new store in **************************.When I checked out.I asked the cashier about the reward.She said I didn't have any,But on my BJS app shows there is a ***** reward for Feb 2023.She told me to talk to someone at customer service,So i went there and told them what was going on,First they said I'm not supposed to get the reward because I got the membership under a promotional deal,Then I showed them the app saying I have a ***** rewards credit for Feb 2023. Also 15 of my co-worker signed up for the same promotional membership when I did.All of them got the ***** promotional reward.So all of the people at customer service didn't know what to say..One guy name **** said, If i pay ***** to upgrade to the plus plan.I would get another ***** in rewards.So i upgraded my membership July 5th 2023.Then he said I was owed another ***** for Feb membership,but I would have to talk to a manager name *******..After 4 days I talked to ***************** and told him what was going on.He said I wasn't supposed to get the ***** reward for that promotion..I told him 15 coworkers got it from the same promotion.Also I told the manager, there is a promotion going on right now for a regular BJS membership for *****.and they are giving out a ***** rewards for that.Two of my sisters joined Monday in July 2023. and paid ***** and got a ***** reward credit.

      Business Response

      Date: 07/12/2023

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

      Customer Answer

      Date: 07/14/2023

      [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:07/10/2023

      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.
      When I started work I told them my girlfriend was pregnant so when we had my son prematurely they told me to resign and they would hire me back. I did not think that was normal but I stayed because i needed the money but when I told them he was coming home after 174 days in the ***** I let them know I wouldn't be able to come into work for a couple days but when I returned to work I couldn't clock in and the same lady who told me to resign told me I was fired.

      Business Response

      Date: 07/10/2023

      Former employee this is an HR issue and will pass along to the HR Department.

    • Initial Complaint

      Date:07/09/2023

      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.
      My daughter is disabled & needs my help so I can't leave the house for long. I ran up to BJs to get gas at the start of June. Went to use the brand new $200 bjs gift card I had recently purchased from there. Wouldn't work. Attendant was no help. I paid with cash. Came home & called, was told to bring it to the store. On another day I did that and waited 45 minutes for several workers to try and figure out the issue before giving me a new card. My daughter emailed them for a month about all this. They kept saying be patient, etc. Someone emailed asking for more info, then never answered after. Someone else said it was solved. Yes, because I wasted my time and gas going back to wait to get a new card! I also asked why I've been a loyal customer for decades & the only way I can get a membership discount is to spend time canceling & signing right back up. No answer to that. I'm the one who ran up there & waited to get this ************* just act like they solved it FOR me. No reason why I was sold a useless card that didn't work when I needed it to, or why I should be expected to pay $200 for the card & then cash to get my cash when it wouldn't work! How is this acceptable?? The fact they strung us along for a month & just act like they fixed everything is bothersome to say the least. The card should have worked. I shouldn't have had to make multiple trips, ************** calls to fix it, then have them assume they were the ones who fixed it. It shouldn't have needed to be fixed in the first place! This isnt even the first time ive had trouble geting gas from here either. DO NOT CALL ME. Email only!

      Business Response

      Date: 07/10/2023

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

      Customer Answer

      Date: 07/10/2023

      [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:07/08/2023

      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.
      Today I bought some items at the store and cashier offered me help. She scanned my items, but when I came to home, I found she scanned 3 items 2 times

      Business Response

      Date: 07/09/2023

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

    • Initial Complaint

      Date:07/07/2023

      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.
      I bought a printer (HP OfficeJet Pro ****e Wireless All-In-One Printer with 6 Months Free Ink Through HP Plus) from this seller on July 4th, 2023 for $124.99, which was on sale. This was purchased from their website. The Order # is *********. I am not a member of this membership store, as they don't have these stores around where I live, so I used a free 1 day pass. They sent me a shipment confirmation on July 5th, 2023, however it's been several days now and *** doesn't have the package. I called the seller and used the chat function to figure out why it hasn't been sent to *** to deliver to me, and they either disconnect from me or don't know how to help as they seem to be outsourced customer service. I am not getting any meaningful help, I just want my brand new printer that I paid for and they aren't being helpful by disconnecting me. This is the first time I've shopped from this seller, and it hasn't been pleasent.

      Business Response

      Date: 07/08/2023

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

      Customer Answer

      Date: 07/08/2023

      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 order was created on July 4th, I received a shipment confirmation on July 5th. The order should have shipped out that day with **** and as far as I can tell, *** does not have this package in their possession as of July 8th. "Label Created" does not mean that they have it, it only means that a label was created in their system. Based on the ship from address in *** (pictures attached), this looks to be fulfilled from a club warehouse. My attempts with customer service have been less than satisfactory. I do not have a Club Membership, as none of these club locations are close to my home state. I took advantage of a 1 day free pass for this deal that was posted online. This has been a very unsatisfactory experience overall and none of the customer service agents, by chat or phone, know how to help in any meaningful way to resolve the problem. 

       

      Business Response

      Date: 07/15/2023

      member has been fully refunded on 7/10/23. 

    • Initial Complaint

      Date:07/06/2023

      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.
      March 27th, 2023 I called BJ with a complaint of the local store & wanted to cancel membership. The Rep advised me that I would receive the $25 back on my bank card allow **** **** days. I called back on 04/12/2023 and was advised refund was rejected by my bank and a paper check will be mailed in ***** hrs. I called on 04/19/23, check was mailed allow 6-8 wks. Called back on 05/13 advised no check rec'vd due to postal service rejected bc unit # was missing on check. *** advised to call back in 3 **** days. Called back 7 **** days to be told that another check will be sent due to the 1st check was returned missing the unit #!! Fast Forward to June 15th spoke to another supervisor who emailed and confirmed another check will be sent with the unit # included on it. Well on July 3rd the postal service rejected again due to missing unit#. I called today 07/06/23 and the *** said I will get an email once someone on the escalation team responds. This is a concern to me as a customer. I have names, dates, reference numbers and emails from March 27 on this same issue and no one has yet offered a solution only the same verbiage robotic verbiage, "we apologize, there's nothing I can do at this time, it will be escalated to a manager, and allow another 6-8 weeks". I have also asked for some level of corporate to get involved and the ***'s advised that no one at corporate will be able to assist and they do not have a phone number for complaints, and they don't take calls. So, is this how BJ's corporation conduct business because I am sure that your growth in business is due to customers purchasing product(s). CAN I GET SOME RESOLUTION???!!!!

      Business Response

      Date: 07/07/2023

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

      Customer Answer

      Date: 07/07/2023

      [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,

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

    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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