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.

  1440 Central Ave. Northway Mall Albany, NY 12205-5118

• 

  BJ'S Wholesale Club

  131 E Kings Hwy Maple Shade, NJ 08052-3428

• 

  BJs Wholesale Club

  110 Centerville Road Lancaster, PA 17603-4007

• 

  BJ's Wholesale Club, Inc.

  3805 Harzdale Drive Camp Hill, PA 17011

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:06/01/2023

  Type:Sales and Advertising 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.

  We wanted to order a yard shed from BJ's wholesale club. We talked to the representative at the front desk and we were told that we had to order it online. When we returned home, I went online and ordered it. There were two options: one was free pick up at the store, the second option was to have free shipping to our home. The shed was on sale for $1799.99, but when I clicked on free shipping, the price went up to $2199.99. I called the number on the website and tried to explain the issue to the women I spoke to only for her to tell me that that was the price. After 20 minutes of getting nowhere with her, I asked to speak to a supervisor. I just wanted to know how FREE shipping equaled $400. Needless to say, I got nowhere with him either. I don't know how they can advertise free shipping and then incorporate it into the price and list the shipping as free. I feel that this is very underhanded and illegal. It is very blatantly false advertising. With this $400 shipping charge, the tax went up $25.40. Please excuse the uploads that are attached to this complaint. My scanner is not working so I will have to mail them to you. My apologies. These pages copied from their website tells the whole story. If you look at their website now, you will not see what I'm referring to because the sale ended at the end of the month of May.

  

  Business Response

  Date: 06/02/2023

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

  Customer Answer

  Date: 06/06/2023

  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 have spoken to *****************, a customer relations person for ********************************************* Club. He keeps insisting that the free shipping box did not apply because the order was processed through the manufacturer and had nothing to do with BJ's. I ordered the shed on the BJ's website and it was on their website page that free shipping was offered. I still feel that if you offer a sale price and you post a free shipping option, it should be that price and not $400 more which, to me, was the shipping. I hope the attachments I am sending you now will prove my case. It's false advertising and should be illegal. 
  
  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: 06/07/2023

  When the member is selecting the option of "pick up in club" for your shed order, it is consistently offered at a reduced price due to the availability of the item in the club's inventory. However, it is important to note that you assume the responsibility of transporting the shed from the club to your desired location. Conversely, if you choose to order the shed directly from the manufacturer, the price will be higher.

  Please attached. There is 2 separate tabs. Member can toggle between each tab.
   

  Customer Answer

  Date: 06/08/2023

  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. 

  On June 8,2023 I went to the Stratford location and cancelled my membership. I also got to talk to the General Manager and he seemed to agree with me and was going to contact ************** to discuss the issue. I still feel that the website was very misleading. ************** also keeps insisting that I ordered the shed directly from the manufacturer when I ordered it through the BJ's website. I am waiting for a call from the ** to see if we can reach a settlement.

  Please keep my case open. I will let the BBB know the final outcome.
  
  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:06/01/2023

  Type:Billing 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 was charged membership with out my promission

  

  Business Response

  Date: 06/03/2023

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

• Initial Complaint

  Date:05/30/2023

  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.

  I went to the ************************************************************************************** I ordered the cake 5/25 and picked up the cake up on 5/26 the ***** call me that morning saying the printer was down I understand she told me she would still give me a car because I order i hot wheel theme cake with my son picture for the his graduation with sprinkles I agreed to the cake still thinking it would be decorated nice no it was a plain cake with just blue writing and a cheap plastic car no sprinkles or anything added I would think I would get some kind of discount due to the fact the cake isnt what I ordered my son didnt like the cake nor was he impress and his dad said I should have canceled my order I feel like I wasted my time and money I only keep my bj membership mainly for the cakes after this situation I wont now longer purchase cakes from here nor renew my membership

  

  Business Response

  Date: 05/31/2023

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

• Initial Complaint

  Date:05/30/2023

  Type:Sales and Advertising 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.

  Went to BJs in ********* Saw the sticker for the little bites to be $2.99 The little bites rang up to $12.99 Went to customer service to discuss and the front desk manager stated that that was not bjs sticker.I didn't argue and left.The price tag was one and the receipt price another.Very disappointing!!!Would like bjs a refresher course in accurate scanning and pricing law ******************************************************************

  

  Business Response

  Date: 05/31/2023

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

  Customer Answer

  Date: 05/31/2023

  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. 

  BJs phoned me back at my office. They had to leave a message. when I phoned back to the Dartmouth store, they informed me that a "*****" did not work there. this means that your store gave my co-worker a false name. I am even more disgusted and appalled by the lack of professionalism. 

  I would like "real" manager to phone me back!
  
  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: 06/03/2023

  Club Manager 023 *************************** has reached out. Waiting on response from member.
  
  

• Initial Complaint

  Date:05/30/2023

  Type:Delivery 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 purchased a couch and ottoman online from BJs on 4/20/2023. The purchase priced included a white glove delivery service which included unboxing the furniture, taking away the boxes and furniture assembly. The furniture was delivered on May 8,2023 but the delivery company insisted no white glove delivery had been authorized by BJs. I have talked to both BJs and the delivery company several times without any action. I have a TV room without a couch I can use. Reference numbers for my calls to BJs include:7019314, ******* AND *******. I need BJs to send someone to my home to unbox the furniture, remove the packing materials and assemble the furniture.

  

  Business Response

  Date: 05/30/2023

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

• Initial Complaint

  Date:05/29/2023

  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.

  for order # *********, ordered a tv which my mother later stated she did not want tv. called bjs to cancel 1 hour after purchased and was told i would have to wait for item to be delivered because it was already shipped. took two weeks for item to be out for delivery, told courier we did not want the tv so they did not come and input it in their tracking site. now 10 days later still no refund. keep calling them and keep being left on hold for long periods of time. I just want my money back!!

  

  Business Response

  Date: 05/30/2023

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

• Initial Complaint

  Date:05/26/2023

  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.

  BJ membership was charged twice to my BJ mastercard. One fee ($55) was refunded to my mastercard and my membership was cancelled in error. I called BJ home office @ ************ on 5-8-23 and s/w ****** and sent email escalated to have my membership reinstated. On 5-18-23 I called back and s/w Mavaline and she was also escalating and said to wait 48 hrs. On 5-23-23, s/w ***** and still no update. I asked to speak to Supervisor and ******* got on the line. He also was sending it escalation to be reinstated and said to to give 48 hrs. I called again today 5-26-23 and s/w Supervisor ***** and he was sending email to membership support to have membership reinstated and need to wait again. Reference # for the calls is *******. My membership # ***********. Attached is Mastercard statement showing both charges of $55 and only 1 refund of $55.

  

  Business Response

  Date: 05/30/2023

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

• Initial Complaint

  Date:05/26/2023

  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.

  I purchased a cruise from BJ's Travel earlier this year and while working with the travel agent, verified several times what would be included with my cruise. I then called BJ's travel to verify this information and was advised by another agent, something I was advised was included was not. Since then, I have attempted to get a hold of the original person who booked my cruise (many of her colleagues have tried to get her to call me back but she won't) and also requested a manager call back which I was told would happen but has not. I have spent a lot of my time trying to chase down someone who can help me but no one seems to want to take accountability. My understanding is the calls for BJ's travel are recorded. I need a manager, from BJ's travel, to call me back after they have pulled the original call between me and the travel agent, and discuss why I was advised something was included in my cruise but is not. I need to know if it is the practice of BJ's travel to mislead customers and then think it is ok to abandon them by not calling back. All of my discussions should be documented so it should not be difficult to see how hard, as a customer, I am having to work to get resolution to my issue. As a customer, I am putting in a lot of time and effort which is NOT ok. I am asking for one simple thing, to have a manager from BJ's travel contact me so we can review and resolve this issue. I am not asking for a lot.

  

  Business Response

  Date: 05/30/2023

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

• Initial Complaint

  Date:05/24/2023

  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.

  I paid $311.73 08/31/2022 at the west waters store in *****, ** for a ************ 58" 4K HDR LED ******** with 2-Year Coverage - Per **** law. The ** also comes with a 1-year manufacturer warranty. Manufacture warranties are honored before extended or additional warranties. (per **** law) As soon as the ** stopped working, I immediately tried to take it back to BJS; in ***** Palms, as their return policy states on their website "they would take certain item's back-up to a year", and because it was sold to me with a 2-year warranty however it doesn't clarify who it's through. BJs still refused to take the ** back because they stated it was still under manufacture's warranty.So this ** stopped working after 6 months, well within the manufacture's warranty. I sent pictures and did everything according to the warranty specifications to redeem my refund. After sending everything to ************, they verified that it was indeed a valid claim & the ** malfunctioned due to their own cheap hardware, but stated they would refuse to honor my claim because I had a 2-year warranty. However, the 2-year warranty is through ************ not BJS, neither westing house nor BJS will take responsibility. I have evidence and images, printed emails and have screen shotted the ** when I purchased it with the 2-year warranty I also have pics of the ** with damage lines on the screen, and a proof of purchase.

  

  Business Response

  Date: 05/30/2023

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

  Customer Answer

  Date: 05/30/2023

  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:05/22/2023

  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.

  My name is *******************, and my Membership number is ***********. I just found out on 2/01/2023 that BJs has charged my card without my permission four times for $58.64 each on 2/01/20, 2/01/2021, 2/01/2022, and 2/01/2023.I contacted BJs customer service at ************* and spoke to supervisors ***********, and **** on 2/01/23 and 2/08/23, 2/09/23, and 2/16/23 regarding the unauthorized charges. I explained to them that I was being misled by the rep in the BJ's store. I have already canceled the membership in the BJs store after my last shop in November 2019, and the customer service rep in the ******************** store told me that my card would NOT be charged for a membership fee. All the supervisors and reps whom I spoke to have confirmed that my last purchase in the BJs store at ********************************************** was on 11/09/2019 for $7.28, and I have NOT shopped at BJs since November 10th, 2019, to the current.The reason I didnt know my card had been fraudulently charged for years is that I have auto-pay on my **** card, and I have signed up for paperless thats why I missed the fraud charges on my card.I was able to reverse the last charge for $58.64 on 2/01/2023. Can you please help me to reverse the previous three unauthorized charges for a total of $175.92 ($58.64 each on 2/01/2020, 2/01/2021, and 2/01/2022)?I asked the supervisors to refund three unauthorized charges a total of $175.92 to my card; if not, then please issue a credit for $175.92 to my BJs account, then I can go back to the store to spend the money, but they said they have no ability to issue refund or credit, so they asked me to write a letter to the *********** to get my money back. Can you please help me? Or can you please forward this issue to the person who can help me? Your help is greatly appreciated. If you have any questions, please feel free to contact me at ************ or by email at ******************

  

  Business Response

  Date: 05/30/2023

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

  Customer Answer

  Date: 06/19/2023

  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. 

  BJ's emailed me the refund info that they refunded three unauthorized charges to my card, but after sending an email to you this morning then I found out that I just received two refunds only, even though, BJ's showed me they issued three refunds. 
  
  BJ's charged my card three times for $58.64 each without my permission. BJ's still owed me one refund for $58.64. 
  
  Please see the screenshots from BJ's and my bank statement. 
  
  Refund info from BJ's