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, Inc.

  4000 NEsconset Hwy East SEtauket, NY 11733-3306

• 

  Bj's Wholesale Club

  70 Cluff Rd Salem, NH 03079-3324

• 

  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:05/17/2023

  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 purchased a set of 4 tires online from BJ's and scheduled an appointment for 5/13/23 at 12pm under order number *********. A little after 10am on 5/13, a representative from BJ's called to reschedule my appointment as they were short staffed (mentioned a death in the family). I rescheduled the appointment for 5/17/23 at 3pm. I arrived at the North Haven location at 2:50pm. Again they were short staffed but I was told my car would be next. At 5:05pm my car was finally taken in and placed on the lift. Around 5:30pm the store manager informs me that they only have 3 of the 4 tires so my car cannot be done. I asked him to search for another set of tires to fit my car but he was unable to locate a set of 4. I did receive a refund for my tires and finally left the store at 6:30pm. I wasted over 3 1/2 hours sitting in the tire shop, which resulted in additional time off from my job and no tires replaced. This store is clearly not organized and their store manager does not have a clue on how to deal with or prevent circumstances like this from occurring. This was one of the worst experiences and it needs to be addressed immediately. An "I'm sorry" doesn't cut it and will not retain customers. I believe there should be additional compensation for my additional missed time at work.

  

  Business Response

  Date: 05/18/2023

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

  Customer Answer

  Date: 05/23/2023

  [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:05/16/2023

  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.

  I received flyer in mail with coupons and sales. I saw a shed Ive been wanting on sale. It was advertised free pick up or free shipping. I went for free shipping and price jumped $600. The shed went from $1799.99 to $2399.99

  

  Business Response

  Date: 05/17/2023

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

  Customer Answer

  Date: 05/23/2023

  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,

  ****

  I spoke with some from BJs and said theres nothing to offer  He said that the website states online pricing  The company dont see anything wrong with the add. I told him it offers pick for free or ship it free  I even went through to even purchase online and the price goes up $600 for delivery. He said he spoke to someone else and they said because it comes from the warehouse its a different price. This is not acceptable and terrible customer service on their part  

   

  

  Business Response

  Date: 05/30/2023

  The member expressed dissatisfaction regarding her purchase of a shed with free delivery. At the time of ordering, the customer was presented with two options: free delivery from the manufacturer or pick up in club. The customer mistakenly believed that selecting the pickup in club option would result in the shed being delivered to her residence without any additional charges. However, the pickup in club option implies that the member would personally collect the shed from the designated club location.

  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

  Attached are the screen shots from the website  I did not mistakenly read it  I know what I read. The team members and the store said the same thing and saw what I read and just stated thats how BJs corporate advertises, it must be a glitch on the website managers side. If you read the ad it does not tell you  ship it free from the warehouse. This is very misleading to the consumer and its not right. 
  Respectfully

  ****

   

   

• Initial Complaint

  Date:05/16/2023

  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.

  Order #********* was supposed to be delivered on 5/16/2023. I have an email conformation. I called customer service to see why it went from shipped to creating a label. The customer service rep kept changing his story and saying I said things I didn't. I asked for a supervisor and he would not let me speak to one.

  

  Business Response

  Date: 05/17/2023

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

• Initial Complaint

  Date:05/15/2023

  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 mistakenly sent the payment for my BJs credit card to BJs wholesale club. It was over a period of three months. I had paperless billing, so it did not come to fruition for three months. I have a case number to receive my money back. The number is *******. (At one point in our conversation they said that I was only supposed to get $9.04 back). I have requested and not received any repayment. On April 13, I gave them five days to send repayment. 10/06/2022=$151.97+09/06/2022=$64.09+08/04/2022=$9.41 were electronically submitted to BJs Wholesale Club, Inc.They owe me repayment of $225.47.I have attached the bank statements and I have routing numbers for my checking account if need be.

  

  Business Response

  Date: 05/16/2023

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

  Customer Answer

  Date: 06/21/2023

  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 been in contact with BJ's Wholesale Club and have received $9.41(see the last attachment).  The 1st attachment for $151.97 and the 2nd attachment for $64.09 have not been paid. 
  ***************** from BJ's corporate office says that I need to go after ************** However, if you look at the front of all the checks -at the very top- they were posted to the account *********** which is not the Mastercard, but IS BJ'S Whole Club.  He then informed me that they sent them to comenity bank "as indicated on the back of the checks." 
  
  Please note that you can plainly see that all of the backs of the check endorsements are different, but the front of the checks remain the same, as indicated above.
  
  My BJ'S Mastercard ends in --8097
  
  Please help resolve this , so I may get the money that is mine ($216.06) and that I am owed.  This was a mistake that I know that I will never make again and I GREATLY appreciate your help in a resolution.  
  

  
  

  

  Business Response

  Date: 06/22/2023

  The person sent her checks to Bj's office, and then we sent the payments to ************** I asked the person to send me copies of the checks, and when I looked at them, it was clear that ************** not Bj's, had deposited the checks.

  Customer Answer

  Date: 06/23/2023

  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:05/15/2023

  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 ordered flowers through the BJs online for the Mother's Day weekend, but they were not delivered and now they want me to write as to why I should be reimbursed. My BJs cancelation # ******* was given to me by BJs on Saturday night at 4:15 pm when BJs website still showed processing and they apologized but refuse to reimburse me my $227.01.

  

  Business Response

  Date: 05/16/2023

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

• Initial Complaint

  Date:05/14/2023

  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.

  We went to BJ's on May 1, 2023 in *********, *******. Club 390, Res: 5, Trans:5646, Cashier: ******, Check out time was: 8:41 am I used a lot of coupons and the total bill after the coupons I used was $120.07. I handed the lady a $5 off $50 and a $10 off $125. She did not take either coupon off. I assumed that the $5 coupon would come off, but wasn't sure if the actual amount my bill was before coupons would have the $10 off. The total before coupons was about $140.I tried every hour on the hour that day to call BJ's and no one answered the phone.I then wrote a letter to the Manager of that store and to this day, May 14th, have had no answer.I called BJ's complaint line about May 8th and explained the situation.They responded on May 13th that they could not reach that store.I want either the $5 or the $10 put on my account.This store is 12 miles from our home and I am ****************************************** to make.I would be glad to send you a copy of my letter dated May 1, 2023 to that BJ's and also a copy of the complaint email I received that the phone did not answer and they tried multiple times. As I mentioned above, I am 82 years old and do not know how to upload documents.Thank you so much for helping with the matter. This is not a good way to do business. I live in a large community and many other will not go to this BJ's for problems like I had.************************* ***************** ************

  Customer Answer

  Date: 05/25/2023

  [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:05/12/2023

  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 renewed my membership with BJ's in 2021 and opened a BJ's Mastercard managed through ************* at the time. I received my cart in the mail weeks but I decided that I did not want the card and never activated it. In 2022, as my membership was approaching expiration I called BJ's and requested to cancel my membership. I was told I had to call corporate in ******** to cancel my membership via telephone, to which I did. I was assures that my membership was cancelled and I would not be receiving a renewal in July of 2022. In August of 2022, I received a bill from ************* for renewal of membership. I called BJ's corporate @************ and was told that my membership was indeed cancelled and I should not be receiving any additional bills. In September I received another bill and called BJ's and ************* to inquire further. ************* advised that my BJ's account was never cancelled and I was responsible for any charges due. I called BJ's again and was told that someone forgot to check a box for my cancellation and that was the reason I continue to receive bills. Since then I have called BJ's 22 times, ************* 7 and **************** many times and just continue to get the run around. I was told by **************** that many of the customers transferred from ************* has that same issue and that I need to work it out with Bj's. My credit score has gone from a 815 to a 630 because of this issue and the late payments reported to the credit bureau by ************ I've reached out to BJ's many times and was told there working on this issue but its been almost a year that I've been waiting for them to fix the issue. I would like to have these charges removed from my credit report. In addition, I would like for BJ's to work directly with *********** to sort this issue out. I am having to call BJ's, then get off the phone to call *********** directly to relay to them what BJ's said and that is simply not fair to me as a consumer.

  

  Business Response

  Date: 05/14/2023

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

• Initial Complaint

  Date:05/10/2023

  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.

  This incident happened at the BJs wholesale club parking lot, ************, ** on 4/5/2022. Parking block had a iron pole that torn down my car radiator protector plastic and underneath front bumper while parking my car. BJs manager was notified and he informed me that main office will contact soon. I contacted BJs on 7/29/2022 wanted to know the status. On 8/9/2022, BJs called asked me to send estimate for the repair then they will send me the check. On 8/19/2022, I emailed estimate $2296.99. But BJs 3rd party Sedgwick from ******** sent me their estimate which was less than half of mine. They also sent several documents that required my notarized signatures before releasing the funds.I have asked BJs not to share my personal information to the third parties on several occasions but BJs refused to do so.Until this date I have not received anything from them

  

  Business Response

  Date: 05/11/2023

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

  Customer Answer

  Date: 05/17/2023

  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 help, ******************** agreed to pay our original estimate and rental car fees.

  However nothing else changed, they are still forcing ** to sign our rights away.

  We told ******************** several times that we will not sign these documents 

  We told them that after we received the payment, then we will email that we are not going to sue ******************** regarding the incident 

  We hope that ******************** will respond to solve this issue]
  
  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,

  Sung

   

   

  

  Business Response

  Date: 05/19/2023

  spoke to ************************* on 5/11/23.
  Sedgwick is handling. This is an insurance claim. Member is working with ******** and must follow their instructions. 

  Customer Answer

  Date: 05/22/2023

  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. 

  [******* never mentioned that they are a insurance company except that they are " behalf of ********************".  Once we find out that they were a third party, we sent a request to ******************** on 1/11/2023 that we did not want to be contacted or discuss the incident with a third party, and not to share our personal information to a third party.  We also told ******************** that once we receive the cost of repair, we will email them that we will not sue ******************** regarding the incident but they ignored our request by using *******.   After BBB involvement, they agree to pay our estimate.  We really don't know what ******************** wants from us.  If ******************** makes a new document stating ONLY that we will not sue ******************** and nothing else, only AFTER we receive the payment, we are willing to sign that document. ]
  
  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,

  Sung

   

   

• Initial Complaint

  Date:05/09/2023

  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.

  1. Items damaged in transit 2. Shipping company, not me, returned the items, to BJ/s 3. Called BJ/s phone support and rep called the store. Was advised replacements would be shipped from the club handling my order out of state for shipping.4. Used shipping alert feature in app to alert BJ to order problem, but no one contacted me from those 2 alerts created. Waste of time 5. Messaged BJ/a via social media regarding lack of help. That channel of communication proved lacking. No help.6. Today, got notice that refund for order was processed. I didnt request a refund and specifically asked for the items I ordered, not a refund.7. Call center today advise if I want the items I must reorder.8. Reordering results in loss of coupons applied to original order as they may not be available. Not fair 9. Reordering requires payment of another shipping fee of at least $8.99. Not fair. 10. As stated above called and requested replacements. No one followed up to that request or alert created to notify BJ/s of problem. Had they had advised me days ago that replacement over refund was not an option, I would have ordered that day.11. ***************** the call center and social media desk is lacking in its responses. They left me in the dark, and didnt communicate with me as follow up, requiring me to spend excessive amounts of time calling and multiple calls as well as being placed on hold. Getting merchandise from you should not be complicated. 12. A $15 credit is lacking based on the above challenges. You failed to follow up with me and wasted a lot of my valuable time

  

  Business Response

  Date: 05/10/2023

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

• Initial Complaint

  Date:05/08/2023

  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.

  Bought a phone system at BJs today, May 6, 2023 at 1:26 pm. Got home and checked my receipt , $17.99 was added for protection service on the phone that I did not request!

  

  Business Response

  Date: 05/09/2023

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