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Business Profile

Buying Clubs

BJ's Wholesale Club, Inc.

This business is NOT BBB Accredited.

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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

    • 1,237 total complaints in the last 3 years.
    • 382 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:06/09/2023

      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.
      On March 16, 2023, I signed up for ***'s same day delivery service. When shopping online, I discovered they raised their prices on delivery items. Realizing this, I cancelled my subscription on March 17, 2023. I was charged ***** on my credit card. Per their terms and conditions, if you cancel within 15 days of signing up, you will receive a full refund. I have made a dozen calls to ***'s requesting my refund. Every person I speak to has given me a confirmation number and advises me that I will receive my refund within 24 to 48 hours. To date I have not received my refund.

      Business Response

      Date: 06/16/2023

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

    • Initial Complaint

      Date:06/09/2023

      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 made 2 purchases of Pepperidge Farm Swirl Bread. The regular price is $5.49 for each package but they were on a sale display at the ***************, ** location I believe at a sale price of $3.99 but I was charged the full price of $5.49.I then contacted a BJ's ****. Ser. Rep. who advised me to proceed to the store to request a refund of the difference in the prices. I did go to the store and requested the refund of the $2.40 which was denied.The person I spoke with initially was very careful not to suggest that I was misrepresenting the facts and he did speak with his supervisor but they declined to refund the amount I was overcharged. They had various explanations like I waited too long to come in and request the refund because they were unable to verify the sale price (I find this ludicrous since it is difficult to believe that records aren't kept concerning sales at BJ's and if nothing else it's unlikely there aren't security videos that would include shots of the sale display). . I then proceeded to go shopping at that location and found another Pepperidge Farm sale display for $3.99. The cinnamon and raisin bread were on top of the display and Jewish rye was underneath it. I purchased the cinnamon and raisin bread with the understanding they would be $3.99 apiece rather than $5.49. At checkout I was charged the $5.49. When I broached this subject with the same 2 representatives of BJ's they correctly pointed out that the sign said Pepperidge Farm Jewish Rye $3.99. I explained how from my perspective the display was misleading since the cinnamon and raisin bread was on the top of the display and the sign most prominently displayed the name Pepperidge Farm. It is also important to note that this situation is different from what prompted my initial complaint which involved a sale that was clearly for the cinnamon and raisin bread. People join membership clubs to save money not to be deceived and charged more for a product than advertised.

      Business Response

      Date: 06/16/2023

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

    • Initial Complaint

      Date:06/09/2023

      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.
      To whom it may concern, There is a technical issue that you all need to address in regards to online orders - the orders change, depending on who is the cardholder on the order. It also then, automatically designates the pickup person. Please provide the necessary updates to your system - I am the member and according to **** at customer service (call reference ***************, I have no autonomy over my account. I have to a third party call in to make decisions about an order on my account. Does this sound ridiculous....because it absolutely is. ******** ******, ******* ***'s **** and other merchants do not have this issue. It is inconvenient

      Business Response

      Date: 06/16/2023

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

    • Initial Complaint

      Date:06/09/2023

      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.
      In the beginning of 2023, BJs made a decision to switch banks going from ************** to ***************** In the process, this customer was caught up in a banking error that neither BJs nor *********** apparently is interested in fixing. Simply put, I scheduled one last payment with Commenity which they acknowledged (Confirmation # x). Instead of taking the payment, Commenity forwarded my account to *********** as being in arrears. I have tried to fix this problem by providing BJs staff with all documentation and *********** with the same documentation. Neither entity seems to be interested in this customer. The manager at the ******, ** ********************** branch has told me he has forwarded my request twice. No response from *************** Have also given the docs to *******, a BJ's regional manager. Cap One never responded to my written complaint except to try to collect the money. I'd gladly pay them but not with penalties and interest. They don't seem to care.

      Business Response

      Date: 06/16/2023

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

    • Initial Complaint

      Date:06/07/2023

      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.
      False advertising of grill. The attached pic shows ***** gril comes in "Exclusive at Bj's Bundle" (***** SPIRIT S-315 SS ). At the register I was going to be charged an additional cost for the bundle. I refused to pay the extra cost almost $80 on top of the ****** as that was not the advertised-on site at the club. Therefore, the "Exclusive Bj's Bundle" was not such and I only got the big grill. No Bundle items were given to me as the pic shows from the item in the club. Even the receipt attached describes the grill ***** SPIRIT S-315 SS LP BUNDLE.After stepping out the store I filed the online complain to express the dissatisfaction. I have attached the email thread. No resolution. I found their last reply referring me back to the Club to be again a manifest of their poor customer service and almost insulting to the basic human intelligence.

      Business Response

      Date: 06/08/2023

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

    • Initial Complaint

      Date:06/06/2023

      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.
      Bjs allowed fraud to happen on my account and has NOT refunded my $ or resolved the issue. On 3/20/23 bjs allowed someone in ******* ** to use the reward $ $***** that I earned by using MY CAPITAL 1/BJS CARD. I CALLED IN AND was told I would have the money refunded TO ME. I live in ********* ** so it wasn't me who used the rewards. When i shopped at my ********* ** location the system/register wouldn't let me use my rewards. **** the manager at the lancaster location called customer service because she couldn't figure out why the system wouldn't allow me to use my own rewards. I had $57+ $20.00 that was earned by myself from using my bjs c.c. but I couldn't use them! I CALLED IN to the customer service number because my money wasn't returned to me from the fraud that was done I spoke with supervisor ******* case #******* and was assured my rewards money of ***** & ***** would be refunded to me. It never was. I called in again and spoke to ********* case # ******* AND who promised me my $ would be refunded to me. IT NEVER WAS! then on 5/6/23 I noticed that more of my rewards $ was stolen from me and used in Alexandra virginia!!!! They used $57.96 cents this time! I called and spoke with a manager named ***** reference # ******* on 5/15/23 I told ***** that I wanted my money returned to me, a new membership card ordered, and a new credit card ordered so no more fraud can happen on my card. He assured me he would be taking care of it all! Yet I still have NOT received my money back of $77.99 or $***** or a new bjs card, or a new *********** credit card! I emailed ***** on 5/15, on 5/23, on 5/23, on 5/25, on 5/28, on 6/1, on 6/2 and he is simply ignoring me!!!!! Your company has allowed someone to take almost $100.00 in myrewards $, has done NOTHING to stop it, has NOT provided me with a new card, has NOT refunded me the almost $100.00 that I EARnED, and is now ignoring me!!!! I would like my refund of my earned rewards, a new account *******

      Business Response

      Date: 06/06/2023

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

    • Initial Complaint

      Date:06/05/2023

      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.
      Bjs has allowed fraud on my account and has not refunded me nor stopped the fraud from happening despite my constant attempts to get it fixed!

      Business Response

      Date: 06/06/2023

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

    • Initial Complaint

      Date:06/05/2023

      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 have the gazebo up for just about two months when one of the legs cracked. When I called the agent told he first he would have a new leg sent but I realized hat not going to work. It cost me $1500.00 for the gazebo, $500.00 to have it put together, if I have to have someone come change it could cost me another $500.00 or more because they are now taking apart and putting it back together again. I asked him to get me a refund instead; e said he would but he had already put in for the replacement. I get the emails that Im getting a replacement for the leg and I have asked in email and on the phone How does this help me I still have to pay someone to now replace it!Again, its been up for two months! On June 2, 2023 I speak to *************************** who told me his EE# is ******* once I explained to him again he said he would have BJs come get it and once it back at BJs they would credit me the $1500.00. BUT I still have to pay someone to take it apart because they dont do that! They want me to pay another $500.00 or more to take it apart so I would be out $1000.00 or more to get a $1500.00 credit really only being $500.00 or less depending on the cost to take it down to have to buy another one to pay someone again another $500.00 to put up a new one. When he understood the stupidity of it all he said he would put in for the $1000.00 refund. He told me I would see the email confirmation within 1 hour here we are Monday June 5, ********************************************************** I called and now this customer service agent wouldnt give his ID he said they are not allowed to? He claims the request was put in and at the same time said he now added it.I have been a member of NJs for over 10 years this is the first time I have purchased something this big and it is turning out to be very disappointing.Asking for a $1000.00 refund is not unreasonable considering I still have to pay someone to either replace the leg or the whole structure which in turn means I would need to buy a replacement and pay someone to put it back up.

      Business Response

      Date: 06/05/2023

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

    • Initial Complaint

      Date:06/05/2023

      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 reached out to the club as to my understanding these are fraudulent practices. The club appears to not have this item in store in any of the 50 states. When you search on their website it says out of stock and unavailable for shipping. It is priced at ***** on their website. However when I visit my local club it is in fact available and as you see prices have varied through the months understablly so, however the price increase of $10 relative to what is published on their website is ridiculous. Not to mention they are not able to justify why the difference in price from what they advertise online and what is paid in store.

      Business Response

      Date: 06/05/2023

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

      Customer Answer

      Date: 06/09/2023

      [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:06/03/2023

      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 did not authorize BJ to remove money from my bank account for automatic withdrawl to renew membership. I have contacted them multiple times with no response or refund.

      Business Response

      Date: 06/04/2023

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

    BJ's Wholesale Club, Inc. is NOT a BBB Accredited Business.

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