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

  650 Memorial Dr Chicopee, MA 01020-5053

• 

  BJ's Wholesale Club

  2044 Red Lion Rd Philadelphia, PA 19115-1603

• 

  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:12/14/2022

  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.

  Here is my official complaint in writing. *********************************************************** ********************** Membership #*********** :Order number - ********* Date 12/13/2022 BJs Wholesale Club *************************** Dear Bjs Wholesale club Re: *********** On December 1st 2022,I purchased PlayStation 5 Console God of War Ragnarok with Controller - Disc VersionItem: ****** at online. Unfortunately i have not received my purchase am disappointed because I have waited over 2 weeks for a resolution and have not been given one. I was told my order was delivered but have never had any proof of delivery ( a photograph or signature stating I received this order due to it being over $600)I am being told, I , the consumer need to figure out how to get a refund on my own and your company is refusing to resolve this despite not providing any proof my order was delivered to me. I should not have to wait for BJs to get their refund from *** until I receive my refund. I should have been refunded or offered a replacement as soon as no proof of delivery was provided by ***. I have reached out almost daily for resolution only to be told to wait. I was told I would receive a refund by customer service agent *****. And then they told me to dispute. I should not have to do any of this because BJs failed to provide me the customer proof my delivery was actually sent to my address or not another. Or even had me sign for this order due to it being almost $600 .Especially for an order of this amount. Your customer service agent **** kept brushing me off for 2 weeks. I was told by 2 different customer service agents I would receive a refund within ***** hours and still nothing. To resolve the problem, I would appreciate a refund to my original payment method or a replacement. Enclosed are copies of my records.I look forward to your reply and a resolution to my problem. Please contact me at the above address or by phone at **************.Sincerely,*************************

  

  Business Response

  Date: 12/19/2022

  Spoke to member and provided refund. 

• Initial Complaint

  Date:12/11/2022

  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.

  We are Rewards Members at BJ's (*********************; Member # ***********). Until now, we've never had a problem. 11/13 was the last time our rewards account updated. After that purchase, on 11/21 the receipt stated we had $188.50 until our next $10 reward (earned for every $500 spent). Despite making purchases on 11/21, 11/25, 11/28 and 12/5, which totaled almost $400, new receipts and our online account still say we have $188.50 until our next reward. I have spoken with **************** via phone and email and have been told repeatedly that we've received our rewards and that we have "received the right amount for every purchase you have done." I have requested to speak with the rewards team myself but was told that they were not reachable by phone. The customer service rep handling our case continues to tell me via email that my account is correct, when it's clearly stalled at $188.50.I would like our account to be remedied so it begins accurately tracking and awarding the rewards. We spend thousands at BJs every year and have never encountered this issue before. The customer service rep is replying back to my emails every three days, but continues saying that the rewards team has checked our account and it's correct. Not sure how, since every purchase we make normally decreases the amount needed to our next reward, yet this hasn't occurred for three weeks. Note that in the time period being discussed, we had a return of $3.14 on 11/22 and the purchase on 11/21 included a gift card purchase of $24.49. I know that these do not count towards earning a $10 reward, but these do not alter the main complaint here as we've also spent $16.48 on 11/21, $26.54 on 11/25, $120.36 on 11/28 and $219.67 on 12/5.Thank you for any help you can provide. I've attached five receipts, dated from 11/21-12/5, all stating that we have $188.50 until our next reward.

  

  Business Response

  Date: 12/14/2022

  Spoke to member on 12/13 and provided $20 Reward, member was satisfied. 

  Customer Answer

  Date: 12/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not completely 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 appreciate the response of BJs and am grateful for the awards added to my account; the person I have been speaking with has been kind, courteous and ****************** am hesitant to completely close this complaint until we determine that my rewards card is operating correctly.  One of the resolutions in my initial request was to ensure that our spending at BJs was tallied correctly.   Everyone we spoke with said it was "fine", but that won't be determined until I shop there again and the "amount to next reward" budges from $188.50. 
  
   
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 12/19/2022

  Spoke to member on 12/15, working with our IT Team to get this resolved. 

  Customer Answer

  Date: 12/20/2022

  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 now spent another $288 at BJs on two occasions (12/14 and 12/19) since opening this complaint.  The "amount to next reward" is still stalled at $188.50.  BJs has said it's been $188.50 to the next reward for over a month now, despite my spending well over $600 in that time.  BJs has paid $20 in rewards to me manually during this time, but the second part of my request (to fix our account so our spending properly tallies) is still pending.  I do hope IT can remedy this, but I am not satisfied with this as it does not remedy the situation.  

   
  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: 12/27/2022

  We have identified the issue for member. We are fixing it by today. We need a week to post the award to the members account.

  Customer Answer

  Date: 12/28/2022

  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 appreciate that there is a solution.  At this point, if an "award" is made as noted in the response, please note that we have spent more since the initial complaint was made.  On 12/14, we spent $88.66.  On 12/19, we spent $198.42 and on 12/27 we spent $2.99).  None of these orders seem to have tallied as the day after we made those purchases, the amount to next reward showing online is the same as what is printed on the receipt.  When the system is tallying correctly, the day after a purchase we can see a decrease in the "amount to next reward" online in our account.

   

  Note that two orders on 12/23 DID seem to tally, as the rewards decreased from $188.50.  (One order was $117.02 and one was $37.92).  Those decreased the "amount to next reward" to $33.50.  The purchase on 12/27 of $2.99 did not get tallied, as today (12/28), it still says we have $33.50 to our next award.

   

  We appreciate the awards being properly attributed to our account.  Please keep in mind that the other part of this complaint was that the account would then be tallied correctly going forward.

  
  Thank you,
  *************************

   

  
  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: 01/04/2023

  Were working on adjustment for the missing rewards with sales team, as of now the *** is Jan 10th, 2023. Will keep you posted once it is complete. 

  Customer Answer

  Date: 01/05/2023

  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 the update.  Hoping that we see the awards that were missed from 11/14-12/21, as they are roughly $700.

  Still waiting to see if both members' cards tally the totals correctly when used.  
  
  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:12/09/2022

  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.

  I received multiple letters advising that I could renew the membership which expired in June 2023 for $20.00 and receive a sign on bonus for $20.00.My husbands membership was the premier with a cost of $110.00. I went to the ********* ** store and was informed they could not honor the offer since the membership was for the premier card service. I attempted to register for renewal on line afterwards. I too was unable to get the offer to register. I received another promotion offer for the same amounts when I returned home from the store! So I called BJS Headquarters. I explained that I have received multiple mailings of the exact offer addressed to my deceased husband, but the store advised they were unable to get the promotion to accept in their system. I explained that I tried to enroll for renewal as the promo letters suggested, but I was not able to get it to accept despite using 3 different codes.Unbelievably the representative so generously offered for me to reduce the renewal to $60 since I called and expressed that I had this issue. The promotion is clearly not being honored dispite the numerous letters catalogs and postcards quoting the same promotion. I believe this is a case of bait and switch and fraud.Membership was under ***************************** ***************************

  

  Business Response

  Date: 12/14/2022

  Member went to the club and received a new membership number. They are all set. 

  Customer Answer

  Date: 12/14/2022

  [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:12/09/2022

  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.

  Where is my package? This is a very very important Christmas present for my child.The order # is ********* and the tracking # is 1Z7E421F0399314800.UPS said the shipment has not been received.BJs said "the item was shipped on 11/30/22, label was created and there is no tracking updates."BJs please fix this and ship my item ASAP.

  

  Business Response

  Date: 12/13/2022

  We have contacted the member on 12/13 and spoke with them. We are working with the club to retrieve the item. 

• Initial Complaint

  Date:12/09/2022

  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.

  Date of initial transaction was 11/05/22 when I purchase a full membership to BJ's Warehouse (on-line) #***********. I did this to purchase a full body messsage chair $599.00, for my husbands retirement (Nov.30,22) upon purchase on line the total was ****** + tax (******) duner delivery state 3-7 business days for delivery. On 11/7/22 got email stated "it on the way, your order has been shipped. No delivery, then "AIT" world wide logistics, send email confirmed delivery 11/23/22. They come to deliver and state "we can't deliver because you have steps! but we can drop it in the ********** explained to them I had clearly informed bjs that the chair would go upstairs into a *************. They took chair back, as I refused delivery because of this. I called the company 5 days later and they said they'd attempt to deliver again, but could not promise they'd bring it up the steps, at this point on Nov. 30 I requested my money back, and AIT said they would deliver again, I refused and requested full refund. I called BJs corp. office (Dec. 1, 22)and they said they'd start return paperwk. I'd receive refund ****. I got a email from bj on 12/7/22 stating "my shipment has been delivered", I called bjs corp. office again, and they told me, "since they attempted delivery we can't start refund until chair gets back to warehouse. I explain the whole issue, and no one is giving me satisfactory answers. I DONT HAVE MY CHAIR AND I DONT HAVE MY MONEY, THAT I HAVE REQUESTED. This is the most horrible and horrific situation. Ive made multiple phone calls to AIT and BJ's corp. office but to no avail. I need your help to get my money back and an apology.

  

  Business Response

  Date: 12/14/2022

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

  Customer Answer

  Date: 12/22/2022

  [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:12/07/2022

  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.

  When you go thru the self check out they automatically sign you up for automatic renewal even when you complain to customer service they say theres nothing they can do, this is not right. Dont want auto renewal and this should be against the law Never wanted it and should not be forced on anybody

• Initial Complaint

  Date:12/07/2022

  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.

  In the later part of June, I upgraded my BJ's membership to "Elite" status. I was to receive on the Mastercard Credit Card - BJ's Perks Rewards Membership 5%Cash Back on BJ's Purchases, .10 cents/ gal on gas, 2% non BJ's gas stations and 1% on everything else. I have been asking since my first bill to see my rewards however, I never saw the 5% on the BJ's site. I have called almost every month to see this adjustment. I have checked BJ's ************* where the card was issued. My rewards were never the same amount from what I was told in conversations or on the BJ's site. In fact, the BJ's site showed $370.00 in rewards and recent email showed that I had $160.00 in rewards to use. I just came back from BJ's in ****************, **. Again, I was embarrassed. As you can see by attached receipt, I spent $293.84. My $160 as they advised I had to use, would NOT come up on the register to use!!!!! This is not the first time that this has happened, in fact it has happened several times in the past. I went to ***************** and they brought up my rewards on their computer. However, there was nothing they could do. I am so tired of contacting them, of course sent them an email today. I replied to ******************* have asked them to send me a check $160.00 or the larger amount which is actually owed ro me. **************** (BJ's ***********)Dec 4, 2022, 14:45 EST Hi ********,The total balance of awards available to use is $160.00 Thank you for being a loyal BJs Member. ****************BJ's *********** Team

  

  Business Response

  Date: 12/09/2022

  Spoke with member and confirmed check was sent out. They were satisfied. 

  Customer Answer

  Date: 12/09/2022

  [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:12/06/2022

  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.

  Im contacting you about order #********* this is a Christmas present for my son. The tracking number stays it was delivered but it was never delivered. I have ring door bell and security cameras and ***** never even came on my street today that Im aware of. This is extremely frustrating since I spent almost $700 on this PlayStation 5. This absolutely was not delivered. I have attached some pictures. I called BJs customer service and they were not any help at all. Just passed it along to someone else. I am extremely upset by this.

  

  Business Response

  Date: 12/09/2022

  Spoke with member, they will dispute with bank. 

• Initial Complaint

  Date:12/05/2022

  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 microwave, refrigerator and stove from their online store. It was ordered in July. After several rescheduling delivery dates on their part they finally attempted to deliver the appliances. When they arrived in early November they were nasty and told me I needed to hire an installer which BJ's originally told me installation comes with the purchase. At that point I told them to take their appliances back and that I'd initiate a return. I called immediately and they told me I'd have my refund in 3-5 business days. That never happened. I've made 6 phone calls since then only to be told it's being taken care of. The last person I spoke to then told me that nothing has been done. Basically I've been going around in circles and nobody can help me get a refund of $2,798.37 for merchandise they've lost.

  

  Business Response

  Date: 12/08/2022

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

• Initial Complaint

  Date:12/02/2022

  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.

  On 12/02/2022 @ 8;30am i went on my online bank account.I noticed that there was money taken out my account that was authorized by me.BJs took $55.00 out my account on 12/01/2022 for membership that i did not have my permission to draft anything out my account which i occurred a $***** overdraft fee thru my bank i would like for my money and the ***** overdraft fee to be refunded for the fraudulent activity on my account which caused my car note to be late and the risk of my car being taken

  

  Business Response

  Date: 12/07/2022

  We have refunded the membership; member is aware of time frames and is satisfied.