Buying Clubs
BJ's Wholesale Club, Inc.Complaints
This profile includes complaints for BJ's Wholesale Club, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,246 total complaints in the last 3 years.
- 391 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/03/2025
Type: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.
Someone fraudulently spent $152.18 from my card, statement reads Feb 26th 2025 ************************** #**** ************************* I do not have a membership at this store, nor have I ever shopped there nor will I ever shop there considering they allow fraudulent sales and do not care for the well being of the less fortunate! I would like to be refunded or I will seek legal ramifications as I am NOT a member there or at any **************************. Online sales should be halted until they can implement security features that protect against illegal activities and theft of American citizens.. .
Business Response
Date: 03/04/2025
The ************************ Service instructs that all concerns about possible fraud be reported to the applicable state agency. If you do not have the contact information for your state agency, the ************************ Service website includes a state contact directory. The direct URL is: *********************************************.Customer Answer
Date: 03/04/2025
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 want a refund you know that Indiana will not attempt to get them back under the law ***** signed into effect on December so that businesses like yours could launder money from the government through fraudulent theft of government issued benefits.
Regards,*****
Business Response
Date: 03/04/2025
I understand your frustration. Please know that *** has a dedicated fraud department that will thoroughly investigate the issue. BJs always cooperates fully with state and local authorities to ensure these matters are handled properly.
The USDAs Food and ***************** instructs that all concerns about possible fraud be reported to the applicable state agency. If you do not have the contact information for your state agency, the ************************ Service website includes a state contact directory. The direct URL is: *********************************************.Customer Answer
Date: 03/04/2025
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 am filing a class action lawsuit due to fraudulent actions by BJs wholesale who knowingly are stealing and accepting stolen EBT funds violating the Federal consumer act, refund my money
FAQ
Regards,*****
Initial Complaint
Date:03/03/2025
Type: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.
On February 28, 2024, I placed a delivery order with BJs Wholesale Club. The driver delivered the wrong order and then requested my personal contact information, which was inappropriate. I immediately contacted BJs customer service, but they refused to cancel the order and dismissed my concerns.Instead of returning the incorrect order to BJs, the driver picked up my groceries and kept them in their possession for the entire weekend. Then, on March 3, 2024, the same driver showed up at my address unannounced and delivered the old orderdespite my explicit refusal.I escalated this issue to BJs corporate, but they ignored my emails and failed to take any action. This is a serious safety failure, and BJs has provided no resolution, no refund, and no confirmation that the driver has been removed from their service.Business Response
Date: 03/03/2025
Weve contacted the club, and a team member will be in touch with you shortly.Customer Answer
Date: 03/03/2025
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.
This is what the business said:
Good evening *****,
We have contacted the club, and they will be reaching out to you shortly. Also, regarding the wrong order that was delivered, was it returned to Door Dash or the club? We sincerely apologize for any inconvenience caused by this issue.
Thank you for being a Loyal BJ's Wholesale Club Member.
Best regards,
_____
BJs response is completely unsatisfactory because it deflects responsibility rather than addressing the serious safety, privacy, and refund concerns I raised. At no point in this process did I interact with a local BJs clubthis was entirely handled through BJs corporate online delivery system. Now, instead of taking accountability, BJs is attempting to pass the issue off to a warehouse that was never involved. This is not a club-level issue; it is a corporate-level failure in BJs delivery policies, customer service handling, and driver oversight.
Additionally, BJs response completely ignores the safety and privacy issues at hand. A driver retained my order for over 60 hours in unknown conditions, then returned to my residence without authorization, despite my clear refusal. BJs has not explained why this was allowed to happen, nor have they confirmed any corrective actions to ensure this does not happen again. Furthermore, BJs has not provided any refund for the order, the tip, or my delivery subscription, despite their clear failure to fulfill the service I paid for. Instead of taking meaningful action, they responded with a vague message that neither resolves the issue nor provides me with any assurance that this will not happen again. This is an unacceptable response to a serious failure on their part.
_____
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: 03/05/2025
Good afternoon *****,
I want to personally reach out to you to express my sincerest apologies for the service you experienced with BJs. Your concerns truly matter to us, and we are committed to ensuring that every member receives the high level of care and service they deserve. Please know that we have escalated this matter to the appropriate teams, and we are taking steps to ensure it does not happen again.
After carefully reviewing the interactions from Friday night, we recognize that the first ***** misunderstood your request, and I sincerely regret any frustration this may have caused. We have already addressed this internally, and the *****s involved will receive additional training to improve communication and service. This matter is also being reviewed with guidance from our HR department to reinforce accountability and continued improvement. While we do not share policy changes externally, please know that we are always working to enhance the experience for our members.
Regarding your experience with Door Dash, I want to assure you that the safety and well-being of our members remain our top priority. We have taken this matter seriously and worked directly with ******** to address the issue. In accordance with their policies, the Dasher involved has been permanently banned from shopping and delivering for BJs. While we do not control the independent actions of third-party drivers, we are working closely with DoorDash to review the safeguards currently in place to prevent similar incidents in the future.
In response to your request to cancel and refund your Same-Day Delivery Unlimited membership, we are happy to process that for you. Please note that once canceled, you will no longer have access to its benefits.
As a sincere gesture of our commitment to making this right, BJs would like to offer you a $100 gift card.
Thank you for being a Loyal BJ's Wholesale Club Member.
Best regards,
*** *****
Executive Resolution Specialist, Member Care | BJs Wholesale Club
************************************************************;01752 | *********************************************************** | Phone Number ************
Reference # *******Initial Complaint
Date:03/02/2025
Type: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 am writing to file a complaint against BJs Wholesale Club regarding ongoing issues with order cancellations despite my active, paid membership. I pay 65 annually for a membership to access their services, including the ability to place orders online or in-club for pickup or delivery. However, my orders are consistently canceled without clear explanation or resolution, rendering my membership essentially useless and causing significant frustration.This pattern suggests a systemic issue with BJs order fulfillment process, and its unfair to members like me who rely on these services. I feel misled about the value of my membership, as Im not receiving the convenience or reliability I paid for.Business Response
Date: 03/03/2025
Reached out to member via email and are awaiting a response to resolve. The member might be ordering over the qty limits on itemsInitial Complaint
Date:03/01/2025
Type: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.
is in otherBusiness Response
Date: 03/03/2025
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:02/27/2025
Type: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.
Dear BBB,I am filing a complaint against BJs Wholesale regarding an issue with a SNAP EBT refund for a failed transaction that occurred on February 21, 2025, at 1:43 PM PT using ExpressPay on the BJs mobile app.I attempted to check out using a combination of SNAP EBT and my credit card, but when I clicked to pay, the app displayed a payment error. Despite this, my credit card was charged. Eventually, the refund for the credit card portion was processed, but the $116.55 EBT portion has not been refunded to my account.Upon speaking with a BJs store manager at the time, I was informed that there was nothing I could do except wait. I later attempted to dispute the charge with my *** provider, but they stated that since the transaction was made via **********, it is considered an internet purchase, making it ineligible for dispute.I ultimately had to complete my purchase at the cash register under Order #**** and paid again. However, my original payment through ********** was never refunded, and my repeated attempts to resolve this issue with BJs customer service have been unsuccessful.Below are the relevant details for my complaint:BJs Membership Number: *********** EBT Card Number: **************** Expected Refund Amount: $116.55 Supporting Documents: Attached statement showing the transactions I am requesting that BJs Wholesale process my refund for the $116.55 SNAP EBT charge that was not returned to my account. If ******************************************* is unable to resolve this matter, I am seeking BBBs assistance in facilitating a fair resolution.Business Response
Date: 02/28/2025
We will reach out to the credit ***** and will update the member asap.Customer Answer
Date: 02/28/2025
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.]
Thank you. I will wait for the response from BJ's credit department.
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: 03/04/2025
The member has been refunded to their EBT card. We have contacted them via email, and they have confirmed the refund.Initial Complaint
Date:02/26/2025
Type: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 bought 8 cases of fire starters. They cost $11.98 each. They added additional shipping for each case, total cost for shipping $34.95. Total order cost $126.63. I received order today and they only shipped 7. I called and reported the missing case. They said the only thing they could do was refund the cost of a case, and nothing towards the cost of shipping. That is totally unfair, as I paid shipping for this item. I should receive the missing case, or at least the cost of the item, tax and a percentage of the shipping cost.Business Response
Date: 02/27/2025
Weve contacted the club, and a team member will be in touch with you shortly.Customer Answer
Date: 03/03/2025
[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:02/24/2025
Type: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.
2/19/2025 1:08 PM Earlier today I shopped an instacart order in BJ's as I proceeded to the check out I said, hello she didn't say anything back. Before she scanned my items she said, MOVE YOUR BOX. I said, thereis a much nicer way to say that. She replied, MOVE YOUR BOX. I said there's no reason for you to be rude and have a nasty attitude with me. She then said I can have an attitude if I want to. This same person, a short older black woman with shoulder-length hair, had the same attitude as me a couple of years ago. I thought this was uncalled for, unacceptable, and disrespectful. I don't want to have to shop orders here and shop here in the future and have to worry about this lady giving me a nasty attitude every time I come into BJ'S.Business Response
Date: 02/26/2025
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 02/28/2025
[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:02/22/2025
Type: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.
BJs membership is automatically being charged to my credit card. They have not responded to any of my attempts to cancel my membership (via phone/emails) and the manage my membership online option also does not function.Business Response
Date: 02/23/2025
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:02/22/2025
Type: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.
Purchased a 75 TV from BJs Wholesale Club online when it was delivered the screen was damaged the order number is *********. I called BJs and started the return process on February 13 and return was accepted. Next steps is for the carrier to call to pickup the tv and have never received a call to pick up the tv. They will not refund me until they receive the tv in warehouse. I have contacted BJs at least 10 times to get them to pick up the tv or give me a phone number to call the carrier but they will not do it. I paid $421 for the TV and used $99 in rewards points they need to give back to me. I cannot buy a new tv until I get my refund. I will never do business with BJs ever again. This is a nightmare trying to communicate with them. They have told me to give it 3 days and we are past the three days. I dont have time for them to keep doing this. I have read other complaints that they have done the same thing to other customers. They did say the carrier left me a voice message which they did not. So they are lying to me.Business Response
Date: 02/22/2025
We will contact the transportation company and update the member as soon as possible.Customer Answer
Date: 02/22/2025
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
I will only be satisfied once the damaged TV is picked up. I have been told this same response for days with no movement being made.
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,April
Business Response
Date: 02/26/2025
Please see attached.
Good afternoon April,
Ive been informed by CEVA that the pickup is scheduled for 2/27/25. Please let me know once the TV has been picked up, and I will process your refund. I sincerely apologize for the poor service youve experienced and appreciate your patience.
Thank you for being a Loyal BJ's Wholesale Club Member.
Best regards,
*** *****
Executive Resolution Specialist, Member Care | BJs Wholesale Club
*****************************************************;01752 | *********************************************************** | Phone Number ************
Reference # *******Initial Complaint
Date:02/21/2025
Type: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 new TV from BJs on 2/17/25 through the app. On the product page for the TV, it shows that the 3 year BJs Protection Plan is included for free with the purchase of this TV. So, I ordered the TV and expected that Plan to be included. BJs is saying it's not covered and won't be added, despite the numerous screen shots and screen recordings I showed them to prove that the app is showing it's free with the purchase. They claim it's a glitch, but the app still shows the plan being free with purchase on 2/21/25. I chatted with them on 2/16/25. I was told I'd hear back via email ***** hours later. It's now 2/21/25 and still no answers. When I chat back, they tell me they'll escalate it and someone will reach out with an update and no one does. It seems very much like false advertising, as it still says the plan is free with this TV purchase. What makes it worse is that no one is actually helping like they said they would.Business Response
Date: 02/22/2025
We understand the importance of this issue and will look into it right away. Well update the member as soon as possible.Customer Answer
Date: 02/22/2025
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.
This is the same response Ive been getting all week from BJs. Ive been told someone will reach out in ***** hours and no one did. I was told after the ***** hours that it would be prioritized on Monday (2/17). That is the attachment I sent. No one emailed. A more urgent response and answer would be appreciated, rather than being the same thing over and over again with no actual follow up.
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: 02/26/2025
Please see attached.
Good morning ***********,
I have successfully processed your refund request and wanted to confirm that the refund amount has been credited to the original payment method you used for the transaction. Please note that it may take a few business days for the refund to reflect in your account, depending on the policies of your financial institution.
Thank you for being a Loyal BJ's Wholesale Club Member.
Best regards,
*** *****
Executive Resolution Specialist, Member Care | BJs Wholesale Club
************************************************************;01752 | *********************************************************** | Phone Number ************
Reference # *******
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