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Business Profile

Buying Clubs

BJ's Wholesale Club, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Buying Clubs.

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

    • 1,235 total complaints in the last 3 years.
    • 379 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:04/16/2023

      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 put me on auto renewal without my permission gave me no membership card in the years 2o23,2022,2o21 .how many people are they scamming

      Business Response

      Date: 04/17/2023

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

    • Initial Complaint

      Date:04/15/2023

      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.
      This was the information I provided to them via Email, I have an email thread and they continue to give the run-around repeating for information I provided with the original ticket or complaint.Membership ************** Order number: ********* Item # Missing: ***** Item description: Planter Heart Healthy Nuts Bjs location: ************************************************** Order date: March 17, 2023 Order picked up: March 18, 2023 **************** call: March 19, 2023 Ticket date: March 20, 2023 Card used: Amex ending in **** It was a pick up order I placed for my office, the card used is my boss' business account. When I arrived at the bjs the employee bringing the order said someone accidentally marked the item above as there when it was actually out of stock and I was told if would be refunded once he went inside, I never saw any movement on the app so I placed a ticket complaint to have it in writing for replacement or refund of the product. I placed this complaint to be processed on March 20th, 2023 and to date they have yet to provide any definitive date in which a refund or product replacement will be placed. You used to be able to process a refund for missing products in the app but they have removed this feature suddenly. My mom has personally also experienced this issue- they caused for such a delay my mom said forget about it its not worth the hassle for $10, but for me it's the principle of it. That is not the standard for business in ******* and they need to be held accountable for this. I was extremely patient but I cannot keep waiting for this to be resolved.

      Business Response

      Date: 04/15/2023

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

      Customer Answer

      Date: 04/16/2023

      [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.]- thank you for helping resolve this issue BBB! 

      Better Business Bureau:

      I have reviewed the response submitted by the business on Apr 15, 2023, 8:15 PM, followed by confirmation of refund being processed on Apr 16, 2023, 11:12 EDT 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:04/14/2023

      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.
      Ordered a mattress, was delivered March 9, ****. Sent an email within 24 hours explaining that the mattress was not as expected (not as thick, very soft, uncomfortable, etc) and that I would like a refund to put towards a different mattress. Was told to send pics of mattress, which I did by pulling the sheets up and taking pics of the thickness and how baggy the sheets were, and was told I could get the refund. I asked how to return the mattress, and was told I had to return it in unopened condition to my local store. I said it has been opened, I sent you the pics you asked for, and you told me AFTER I sent the pics of the opened mattress, that I could receive a refund. It was a birthday gift and the mattress is awful. I would like a refund to put towards a different mattress. So after a few weeks of going back and forth by email and getting nowhere except they were "working on it" they sent me the exact same mattress without telling me they were, and after me telling them I did not want the same one. I called them, they never got back to me with the resolution I was supposed to get. More emails back and forth. Called again. Supposedly expedited, and would hear back on when someone was picking up the 2nd mattress. Again, nothing. Sent another email saying I was contacting the BBB, was told they were still working on it. This has been going on OVER A MONTH. My daughter is sleeping on the floor because the mattress is so uncomfortable. For A MONTH. This is NOT OK. I don't have the kind of money to buy another one until this gets resolved. I can send all the emails if need be, but there are A LOT. So let me know if you need them....

      Business Response

      Date: 04/15/2023

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

      Customer Answer

      Date: 04/15/2023

      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. 

      It was not resolved, I was asked to respond by phone or email, which I responded by email since it is Saturday night and I'm not sure if he will be available by phone Saturday or Sunday. I asked to let me know if he preferred to do email or me call before I go to work on Monday.

      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: 04/18/2023

      member was fully refunded on 4/18/23. 

    • Initial Complaint

      Date:04/13/2023

      Type:Delivery 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.
      On 03/02/2023, I had four (4) tires installed on my truck at BJs for a total price of $1489.12; the tires were Nexen LT315/70R17 Roadian ATX. On 03/30/2023, one of the tires blew out while driving on the interstate. I placed the spare tire on and dropped off the Nexen tire and rim at BJs in ******, *******, on the same date. I was advised by BJs on 03/31/2023 that the tire would need to be replaced under the road hazard warranty, but their system showed the tire was out of stock. I contacted the BJs *********** telephone assistance line ***********) on the same day and was told the tire was in stock and BJs ****** should order it. I finally convinced the assistance line to place the order and requested the tire be expedited as they claimed it would take four (4) days to arrive (note: the original order of four tires was shipped via 2 day express). They failed to expedite the order and it was shipped to the wrong store. The 2nd tire that was shipped also had an incorrect address, but arrived at BJs ****** a day later than expected on 04/11/2023 around 11 a.m. On 04/13/2023, I received a voicemail from BJs ****** that the new tire was mounted on the rim and I could come by before 5 p.m. to have it put on the truck. I arrived at 4:30 p.m. and was told to come back on 04/14/2023 to have it put on. It has now taken over two weeks to replace a single tire that was on my truck less than 30 days. I asked the tire assistance line if I could have another tire shop replace all four tires and bring back the Nexen tires for a refund (as I could have had all four replaced in two days instead of waiting two weeks for one tire), but they declined. If BJs cannot fix their supply chain issues with Nexen, they need to stop selling that brand.

      Business Response

      Date: 04/14/2023

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

      Customer Answer

      Date: 04/14/2023

      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 # ********.

      The last emailed I received from BJs, dated 04/12/2023, is attached and does not offer any sort of price adjustment or refund   .  It should also be noted that this email precedes the date of my BBB complaint, which was 04/13/2023  


      FAQ

      Regards,

      ****

       

       

      Business Response

      Date: 04/18/2023

      We gave the member $150 credit to his original form of payment and member was able to re -order 4 new tires.  

    • Initial Complaint

      Date:04/12/2023

      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 am BJs member since 2008 and never filed complaint before. My BJs membership number is 053-4-2943-396. I am filing a complaint because I am missing about **** dollars worth of awards. BJs did some system upgrade and my rewards went missing. I've asked several times of for a detailed accounting of my rewards with what was earned and was was redeemed. I've attached several pieces of documentation that will confirm the system is not working correctly. I also attached documentation stating over 23k paid to BJs over the last year and no rewards even remotely adding up to that amount. I can see on their site very easily orders I placed over last year but the rewards I can not, the information is not accurate and incomplete which can be verified by the attachments. I have opened three tickets (*******) (6788204)(one unassigned number) with their support. I've attached the correspondences from those tickets and you will see how poorly it is. I can not get any type of answer or any type of documentation relating to the last 12 months rewards earned and rewards redeemed. Please assist in getting a true and accurate accounting of the last 12 months of rewards. Thank you

      Business Response

      Date: 04/13/2023

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

    • Initial Complaint

      Date:04/11/2023

      Type:Sales and Advertising 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.
      BJ's currently has a promotion to SAVE 50 cents per gallon when you spend $150 in-club. The promotion is from 4/10/23 - 4/20/23. I received the attached email today 4/11, a day after the promotion started. We went to BJ's yesterday, 4/10/23, unaware of the promotion, and spent $277.83 and we purchased gas and we did not get the advertised promotion. We didn't even get a receipt for our gas purchase, because the pump printer was apparently out of paper. I filled up my car with approximately 20 gallons, because it was almost empty. This appears to be a bogus promotion and false advertisement.

      Business Response

      Date: 04/12/2023

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

    • Initial Complaint

      Date:04/06/2023

      Type:Delivery 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 purchased two outdoor dinette sets on January 8th, 2023 from BJs which was delivered several weeks later. On March 11th, I contacted BJs to initiate a return. For several weeks Ive been getting the runaround on the return. Finally someone today told me the company that sold the sets have a 30day return policy. I explained I know nothing about it as I purchased from BJs and BJs has a 1 year return policy for this item. My online order, reciepts and deliveries State I purchased from BJs and not another company. This return is over $5k. I have the service ticket chat available to show the runaround from BJs. I dont believe this is legal. I should not be penalized?

      Business Response

      Date: 04/07/2023

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

    • Initial Complaint

      Date:04/06/2023

      Type:Billing 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 had a membership with BJ's Wholesale Club in 2021 which I did not use much. I cannot get there because I am 84 years old and in poor health. In march of 2022 Bj's automatically renewed my membership which I haven't used since. They had been sending me notices about paying my annual dues so I called up Bjs and they said they would cancel my membership and I would not owe anything. Next thing I know, BJs referred my account to a collection agency called Midland Credit who told me I owed them $343.03 after getting several threatening letters they told me if I pay half the amount then my account would be clear. Just to make this go away I paid them $171.52 on 1.11.23. I received notice that my debt has been cleared. Now last week I get a notice from *********** /Bjs and they are telling me I owe them $128.98 for my annual membership penalties and interest. I called *********** and they say I need to call BJs direct (again). Every time I call I am on hold so long I need to hang up. If you total up what I paid the collection agency and what my new charges are thats over $300.00 for a membership that they renewed without my permission. This is absurd!!! I feel I am being harassed and taken advantage of because of my age and this is causing undue stress in my life! My Bjs Membership # was 013-4-7709-207

      Business Response

      Date: 04/06/2023

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

      Customer Answer

      Date: 04/10/2023

      [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:04/05/2023

      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.
      in December of 2022 Bj's sent a renewal for the 2023 year. For an amount of $53.00 so i agreed and sent a money order for the amounts due i sent one on 01/06/2023 for $30 i then sent another one on 02/11/2023 for another $30 Bj's in return sent me a bill for $63 i called and told them that there was an error because i sent the amount and i should be getting $7 returned not owing them *********************************************************************************************************** a year but wanted to keep it just in case but since you're going to cheat me then i rather just cancel and get a refund for my renewal but instead i then gets a bill from a Bj's/capital bank for $73.98 i do not understand how an $53 renewal go up so much when i paid the 53 dollars and i has the proof however they say we only got $3o no i sent both and i also contacted the **** to track it and Bj has it so i wants my renewal returned and this **** out of my name thanks

      Business Response

      Date: 04/06/2023

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

    • Initial Complaint

      Date:04/03/2023

      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 ordered a $50.00 BJ's gift card 02/16/23, order # *********.The card has not been received. I have emailed customer service multiple times and only responses are, please confirm your shipping address, and another response was that the item shows delivered.I have called them multiple times. The last 45 minute call resulted in being disconnected. During that call the representative admitted that the mailing company shows the card unused. He attempted to email me a digital card but the image did not appear. Was placed on hold again and disconnected.

      Business Response

      Date: 04/04/2023

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

      Customer Answer

      Date: 04/12/2023

      [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,

      *************************

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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