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

  6924 Frank Avenue NW N. Canton, OH 44270

• 

  BJ's Wholesale Club, Inc.

  4000 NEsconset Hwy East SEtauket, NY 11733-3306

• 

  BJ's Wholesale Club

  650 Memorial Dr Chicopee, MA 01020-5053

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:06/27/2023

  Type:Order 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 ordered the ***************** AS-400 Alto Saxophone w/ care kit for $479 on 4/26/23. I called last week I dint remember what day because it was over a month and I didn't get my item. The rep I spoke to said he will send an email looking into why my order has not shipped as he was unable to see why it didn't ship. I got and a email today saying that I canceled my order. I did not. So I called back. The new rep said it was cancelled because it was in pending too long but that's not the email I got. The email I got says I cancelled the order, not that BJ's had to cancel. The item now is not in stock for the 2nd time. This is unacceptable. I want the item I order, and please if you have to cancel don't send me an email that says I did it. Right now I'am asking my self why should I pay for members if I order things and don't get them.

  

  Business Response

  Date: 06/28/2023

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

• Initial Complaint

  Date:06/21/2023

  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.

  Greetings, hopefully, everyone is well. Our family has ************* by a club that we use multiple times a month. Today, after many calls, and many run-around, we found out that BJS uses door dash to pick up your order but doesn't have that information displayed on any part of their website. Had we known this, we would have picked up our order ourselves. The problem started when it was 30 mins past the time the order we placed online was supposed to be dropped off was supposed to happen. We called to ask what the hold-up was, BJS took no responsibility, only blamed door dash. The manager at BJS failed to put me on hold while he called his manager and we overheard him only worried about how they were going to get credited back the funds. Not that a family of 7 was waiting to eat. Door Dash agreed to redeliver and when they got to the store, BJS canceled, then we called back, and BJS finally agreed to redeliver again, and we ended the door dash call with a plan. Then tried to update our number on BJS and was put on hold for over 30 mins. So we hung up and called BJS back and were told they couldn't update information over the phone. 2 hours after waiting for redelivery, we finally called BJS again to see what the hold-up was, only to be told that they can't complete the order. Finally put family decided to spend $40 to go to the store ourselves, still out of $280, only to spend another $240. When at the store, the workers explained how this manager is known to have issues and is nasty towards many people. The workers also explain that staff just went through a retraining 2 weeks ago where they were supposed to help us but the manager was new, didnt know all the stuff he should and too prideful to ask for help. Now we have to call door dash back and request a refund for the initial order that will take 48 hours. We are a family of 7, with 5 children. This incident has exhausted us and we wish we had another place to shop but can't afford it.

  

  Business Response

  Date: 06/22/2023

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

  Customer Answer

  Date: 06/22/2023

  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:06/20/2023

  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.

  HP Ink Cartridge received from CURBSIDE PICKUP Order is old. Packaging is old and shows Warranty Expiration date is 2013. Tried to return to customer service but claims that it was not from them and accused us that it's our old Cartridge and are just returning it so we can get a new one. We went for CURBSIDE PICKUP at night and it's dark and we can't see the items clearly. When we got home and was about to install the cartridge, we noticed that it had 2013 warranty expiration date. When we tried to return the following day, we told them that it's old and if that was ours why would we even tell them that it was old. They were very rude. There were other times that orders we got was also wrong but we just ignored it because it was not too expensive. One of them was the Almond milk which was expired and we did not want to waste our time for a less than $10 item. There were more instances but the items we bought was still not as expensive as the cartridge which costs $99.

  

  Business Response

  Date: 06/21/2023

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

  Customer Answer

  Date: 06/22/2023

  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,

  *********

  Hello, we rejected it because the business(BJ's) mentioned that they have reached out us but we didn't receive any response or email from them. 

  

  Business Response

  Date: 06/26/2023

  member has been refunded on 6/24/23. 

  Good afternoon,
  
  I spoke to the member on the phone. I smoothed it over and he just came down to return it. The issue has been resolved.
  Thanks
  *****************
  Club Manager
  **********************************
  

• Initial Complaint

  Date:06/19/2023

  Type:Delivery 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.

  Order # ********* under **************** fed ex marked the package with tracking number ************ Delivered. However the merchandise wasnt received. The picture that ***** shows as proof doesnt show a bjs box but rather some ******* boxes. I contacted bjs and they were unhelpful and unwilling to do anything. I had other issues with them as well a different time a package came completely empty and the picture that ***** showed as proof showed visibly that the box had been tampered with yet bjs was unwilling to do anything. There has been an ongoing problem with fed ex ground with them stealing boxes and contents of the boxes and resealing and the only person being punished is the consumer because fed ex wont do anything unless bjs starts a claim and theyre unwilling to.

  

  Business Response

  Date: 06/20/2023

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

• Initial Complaint

  Date:06/19/2023

  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 Club charges a closed credit card account for a membership fee. The credit card was closed in January of 2021. Because the account was closed, I was not receiving statements and had no idea there was a charge in place. The credit card was a BJ's credit card account, owned at the time of closure by Comenity Bank.Comenity never reported a deliquent payment to me or the credit bureau. *********** purchased the BJs credit card business from Comenity. They issues a charge against the card in Feb 2023, and subsequently charged it off.This dropped my credit score by 100 points, and increased the interest rates on my other credit cards.Numerous attempts have been made by phone and letter to resolve the issue. No response to date by anyone at BJ's.

  

  Business Response

  Date: 06/19/2023

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

• Initial Complaint

  Date:06/15/2023

  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.

  June 15 on the bjs app see pics of conversation with rep on same day

  

  Business Response

  Date: 06/16/2023

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

• Initial Complaint

  Date:06/15/2023

  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.

  I placed a cake order online, called the day before to confirm it will be ready, and when I went to pick it up, it was missing.Then the dummies behind the counter had to improvise and write a message on a new cake a 5 year old could have done better. Was very sloppy, some letters were capitalized and some were not, spelled birthday wrong and was a mess. They refused a refund and management has refused to reach out to me.

  

  Business Response

  Date: 06/16/2023

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

• Initial Complaint

  Date:06/14/2023

  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 contacted BJ's Home Improvement for a roof installation. BJ's sent Yeureka Home Improvement, their local contractor, to provide a quote for the roof. I decided to move forward with the purchase and signed loan documents for the job on May 6, 2023. 12 months/ no interest/ no payments, as I had seen offered by BJs. The installation began on May 12, 2023. The project cost is $29,874.59. I was told by the project manager for ******* (******) on May 15, 2023, that ******* removed BJ's from the job and did the job as if I contacted ******* directly. I contacted BJs immediately to let them know this was done and was not something I authorized and needed this reversed so that my job/warranty was through BJs. BJs informed me they would have a supervisor contact me the next day. I did not get a call back from a supervisor so I contacted BJs again and was told by ****, the supervisor at BJs resolution unit, that a regional manager would have to contact ******* and then BJs would contact me. Was told to allow ***** hours for this to happen. 4 business days later, I still had not heard from BJs. I kept contacting BJs and was constantly being told a supervisor would call me back. On June 12, I contacted BJs and was told by *******, a rep in the resolutions unit, that there was nothing BJs could do. She said that ******* closed the job out with BJs and BJ's does not show the roof purchase/installation. As the customer, this is a decision I should have made or been notified about and had a say in. I did not contact ******* for my roof installation, I chose to do business with BJs. I chose BJs because of my neighbors referral and my familiarity with the company. BJs needs to acknowledge this as fraud and show my roof purchase through BJs, not through the company they sent to my house.

  

  Business Response

  Date: 06/15/2023

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

  Customer Answer

  Date: 06/24/2023

  [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:06/13/2023

  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.

  I opened up a new BJs MasterCard. I made almost $250 worth of purchases. I did not receive one item when I went to pick them up at the store. They said they would credit me that amount it was the only way they could do it then I would have to re-purchase it. I saw all these amounts showing up on my new BJS MasterCard. I also saw the credits so I knew everything was OK. It was two credits, one for the product and one for the tax equal to $21.70. I did not like the way they were doing it they kept charging me and re-charging me. Some of the amounts were off and then they finally looked OK. The problem was the credit then disappeared. I paid what I owed and the $21.70 still remains. Ive called BJs in Danvers numerous times they told me to give them a few days its been longer than that. They said they were going to contact the credit company and get it resolved. Every time I look at my app and I see that balance it infuriates me. I spend a lot of money with this company and Im disappointed this is taking so long to resolve. The original purchases were over two weeks ago.

  

  Business Response

  Date: 06/14/2023

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

  Customer Answer

  Date: 06/14/2023

  [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:06/10/2023

  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.

  My BJs credit card had been setup to have automatic payments. In February 2023 BJs charged my credit card $110 annual membership. At that same time BJs purposely inactivated my automatic payments I had set up years ago. I just noticed this months later after I racked up 5 months of late fees and interest. I called BJs and they are unwilling to waive all late fees. This practice of turning off card holders automatic payments clearly made a ton of money for BJs. The risk that their customers wouldnt know to reactivate payments Im sure was known and no additional measures like using the phone number on file to notify customers wasnt done. Im sure such actions werent taken because they knew they could fraudulently make a huge amount of money off of such a horrible business practice.

  

  Business Response

  Date: 06/11/2023

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

  Customer Answer

  Date: 06/11/2023

  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. 

  Thank you for your email. BJs is incorrect. They did not call me. Separately I contacted them on ******* and they are unwilling to resolve the issue.   They inactivated my automatic payment without my authorization and then charged me 5 months of late charges and interest for not making payments.  They wont credit my account for these fees which are their fault.  

  

  Business Response

  Date: 06/12/2023

  I have spoken to the member today 6/12/23 and we are working on a resolution.