Buying Clubs
BJ's Wholesale Club, Inc.Complaints
This profile includes complaints for BJ's Wholesale Club, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,235 total complaints in the last 3 years.
- 383 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/06/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
4 new Michelin tires purchased on 6/15/2023 with 1st install date of 6/29/2023. BJ's did not have the tires so finally installed on 7/4/2023. Upon completion the tire monitor in the car said one tire was flat. Employee showed me that the tire in question had air in it but the monitor was showing the wrong tire because they never reset the **** system so it would read the correct tire locations. I asked the employee to show me that all the tires had air and he refused to do that. Said I needed to come back when they were not busy. I checked it out myself after only to find he snapped off one of the valve stems so I had to put on the donut spare which is only good for a short distance at low speeds. I tried calling their corporate office but was told they have 3 days in which to make a decision on how they want to handle this. I drove in with 4 good looking tires ( but 7 years old) and spent $886.33 so as to hopefully not have any tires go bad. Now I can't really use the car. I just want them to stand behind their tires and work. Fix the tire and reset the ****.
Business Response
Date: 07/07/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 07/08/2023
[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:07/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We booked a cruise to *********** and ******. The cruise line website indicated in the itinerary that there was one tender at *******. It did not indicate that there were tenders at any of the other ports. This is important because my wife gets motion sickness on small boats. Since the travel agent at BJ 's confirmed that there was one tender we booked the cruise. We paid for the insurance as well. After a few days we were concerned about the tender situation so we did some research and discovered that there were more tenders on this cruise. We contacted our travel agent and she tried to find information but could not. We called the cruise line and they were unable to confirm that there were not any other tenders. They even suggested that I call their ******** office and I did. They could not give me information. By checking each port online we discovered that there was at least two more ports that used tenders to disembark the ship. At that point we realized that the since my wife couldn't leave the ship at these ports it would not make sense to go on this cruise. The next day we cancelled the cruise. We were told that we would be reimbursed from the cruise line their portion of the deposit and the insurance payment. After seeing the credit on my card from the cruise line I waited a couple of days to see the remaining credit. When it didn't come I called BJ's and was told that I cancelled on the eleventh day and that I had to cancel on the tenth day. They were also charging me $100 to cancel. So I lost $399 on this. My point is that BJ's did not provide information to us concerning the tenders in a timely manner. Actually, they were unable to provide the information at all. When I was told by one of there representatives that I would receive all of my deposit back but had to pay the $100 fee I wasn't happy but accepted it. BJ's should, on my behalf, get my money back from the insurance company or,at the least, refund the $100 fee.Business Response
Date: 07/05/2023
Reached out to member via email and are awaiting a response to resolve..Initial Complaint
Date:07/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to the ** Wholesale Club in ************************** on 6.16.2023 and purchased a membership. The worker told me that for me for one more day they were extending the membership deal for another day. He said it would be the best $30 I spent all day. It was a great deal. The most expensive membership was offered to me at $30 and so of course I took it. Not paying attention until I looked at my bank account did I know I have been charged the $110 dollars full price for the membership and not the $30 I was told by the employee who offered me this great deal. Upon learning this I emailed the ** Customer Support for a refund. I would have never paid $110 for this knowing the worker had lied to me. You will see on the email I copied I was told I would have to wait 7 to 10 business days to get my $110 refund. Why so long when they cancelled the membership immediately and had no reason to keep my money that long. I even placed a call and was told thats the way it works you will have to wait. So on July 3rd my money should have been in my account as ** **************** said was their policy. On July 4th I ask where is my money and I am emailed back by a Supervisor stating it had only been 6 days. I want my money back and they have absolutely no right to keep my money any longer. They continue to lie to me and putting stress on the situation that was caused by their employee to begin with. I ask for help in getting my $110 returned to me asap. I will upload the emails that have been sent.Business Response
Date: 07/05/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 07/05/2023
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,********
Initial Complaint
Date:07/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction 05/20/2023 Amount of of purchase $487.59 Item was supposed to be delivered within 3-5 business days and was never delivered. I have been trying to get a refund since 05/30/2023 with no resolution. I have made multiple attempts via chat, email, and phone.Business Response
Date: 07/05/2023
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:07/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I visited this BJ's in ********* ** for the first time & had a problem when trying to check out. Not only once but 3 times was I rung up to get my order completed. The registers were not working properly & I lost $5 in this confusion. I had a welcoming coupon for $5 to use for my purchase & since they had all these problems, I was told they couldn't take it off & to just come back another time. I don't live close, so that was not a option. I want my $5 that I did not get. It was not my problem that their registers weren't working correctly. All this held me up for 30 minutes.Business Response
Date: 07/05/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 07/08/2023
[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. This has been resolved by ********************************* at the BJ's ********* store by offering a $25 gift card.
Regards,
***********************Initial Complaint
Date:07/03/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Booked a Princess ****** Lines (PCL) through BJs Travel Services. We were charged $668 for Taxes, Fees and Port Expenses. I checked with the cruise line and they are only supposed to charge $290 for those same fees. That is a $370 difference. Twice l called complaining something was not right. The agents replied those $668 charges were correct and what I would be charged and that PCLs are wrong. When I responded that I have both quotes side by side showing PCL charges and BJs Travel charges showing who is charging what, again they replied PCL has those charges elsewhere. Unfortunately I had to cancel the cruise with BJs travel and rebook it with PCL and saved $370, sadly I lost $24.99 processing fee and $100 penalty fee for cancelling even though it was less than 12 hours since original booking. Since this is an error on their part, I would like my penalty fees refunded plus a bonus for correcting their flaws.Business Response
Date: 07/04/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 07/04/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I am contacting the business, and explaining the situation. I also went through my previous bookings and noticed excess taxes and fees being charged. I am a long time cruiser and know how much taxes and port fees are charged, but the charges from BJs are wa in excess.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Sebastian
Business Response
Date: 07/05/2023
From the manufacturer on 7/5/23 Member should see refund in 7 to 10 business days
I have submitted for refund 124.99$ to the member cc *******.Initial Complaint
Date:07/03/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a pool online at Bjs in ******** ** picked it up the next day. My husband and I bought sand and a tarp and all the extras that go with putting an above ground pool in place the proper way. We were excited for the weekend to come and to put it up for our granddaughter. We had someone put the pool up and make sure it was level etc. The water went in and we noticed cracks and deformities in the plastic that are called tees to connect the bottom and top pieces together to hold the whole pool in place. There are a total of 8 cracks and I was a little upset I called the store and the manager was nice and asked if we could call the company and get a return authorization number and maybe they would assist us as the pool is not even 4 days old and to take the pool down and return it to the store with no box and all the extra work to exchange it and or refund it would be nearly impossible. I paid for an insurance plan as well as sand and tarp and other accessories but this pool has not even been in use from anyone because it looks like it is going to collapse so I tried to reach the company ************ pools no phone number and had to put in a request for a call back. This is ridiculous honestly. To have to wait for them is a mess. I have a situation now that I need help with.Business Response
Date: 07/04/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 07/05/2023
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.
I received a phone call from ********** and he presented to be very helpful at first. I sent him pictures of the broken T joints and he then contacted the buyer for Bj's who referred him back to the manufacturer. I am getting the run around from the sup[plier I got a call from ********* asked me to call and when I did call I got a rep ****** who said she does not know why I was told to call them they can not help me at the number provided. I believe *** is trying to avoid handling this professionally for whatever reason. I am out alot of money from purchasing the pool, sand, filling it with **** gallons of water and my time and stress to deal with broken promises from Bjs. I will be sending pictures in to *********** and also seeking representation from an attorney as I cannot wait for *** to keep his word any longer, I would like to speak to a manager above *** because I want this pool removed and out of my yard and reimbursed for the pool that I even paid for an extended warranty. I am in shock that Bj's is trying to get out of handling this I purchased it from Bj's not Bestway. 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: 07/10/2023
On July 6, 2023, the member received a complete refund for the amount they paid for the pool. In addition to the refund, they were given an extra $100 in member satisfaction adjustment award. Member was also offered free replacement from the manufacturer.Initial Complaint
Date:07/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a video game on BJs website, and it has inaccurate information and not compatible with console. So I returned it to local store and they only refunded me the item price without taxes. I have contacted with their customer service through phone and email, but not get resolved. The ticket number is *******Business Response
Date: 07/02/2023
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:06/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased patio set that was defective/damaged. Returned on 6/16/23 but company still has not completed a return. Unable to reach corporate and continue to receive thank you for your patience . Meanwhile I am being charged on my credit card for an item I dont even have and keep getting runaround from company This was not a small purchase! ($999 + tax)Business Response
Date: 06/30/2023
Reached out to member via email and are awaiting a response to resolve. Member will be fully refunded today 6/30/23.Initial Complaint
Date:06/27/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My name is ***************************. I cancelled ** Club membership on 05/26/2023 and have not received a refund.My ** Membership number is *************. On 05/26/2023 I cancelled my membership by phone **************). Confirmation number of the cancellation: *******. But the membership fee ($25) has not been refunded to my credit card. I called ** **************** many times - the issue has not been resolved. I emailed ** ***************** ** **************** Representative ****** replied and advised me to dispute the ** charge with my bank. I opened the dispute with Citi credit card. ** replied to Citi that they have not received a cancellation request. Cancellation request reference number is *******. I contacted ** **************** on 06/16/2023. **** responded that they ** has not cancelled membership on 05/26/2023. **** also said that membership was cancelled on 06/16/2023 and refund has issued. I contacted ** **************** via ******** Messenger. Issue has not resolved. On 06/27/2023 I contacted ** **************** again via email and phone. But I still has not resolved. Please help me to resolve this issue and get $25 refund for cancelled ** Membership.I attached to this message the following documents:1. screenshot of Membership fee receipt, which shows that I paid Membership fee using my credit card ending in **** 2. scan of response from ** Team about this issue, advising me to open a dispute 3. letter from Citi credit card, stating that **** received a response from ** Club. ** Club responded that they have not received a cancellation request. Again, a cancellation request Reference number is *******.4. Screenshot of email communication with ** **************** representative *********Thank you,***************************Business Response
Date: 06/28/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 06/29/2023
[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,
***************************
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