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Business Profile

Buying Clubs

BJ's Wholesale Club, Inc.

This business is NOT BBB Accredited.

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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

    • 1,246 total complaints in the last 3 years.
    • 387 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:11/26/2022

      Type:Product 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 renewed my annual membership in December 2021 or January 2022 while shopping at BJs and in February my cosigner was also asked to renew the same membership. When we realized in discussion that we both paid for the same membership, we called to have one refunded. It was confirmed on the call that we both paid the same annual fee and one was refunded. The problem is that after the refund the annual membership was also cancelled. We asked that it be reinstated and was told that they could not, we would have to start a new membership. So we asked for my refund since my cousins was already refunded and was told we would receive it in 10 days. After it was not refunded in the specified time I called again to inquire and was told it was escalated because I should have received the refund but they see it was not sent. After a long wait again I called for the refund again but to date still have not received any refund. My old membership number is 201-4-2499-097.

      Business Response

      Date: 11/29/2022

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

      Customer Answer

      Date: 11/29/2022

      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 did not receive any email. I checked my junk mail also and didnt find any. My email is s and the number one then ** and my telephone number is *************. 

      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,

      Sylvanita

       

       

      Business Response

      Date: 11/30/2022

      Provided $60 Reward to the member, should be available within 3 business days. 

    • Initial Complaint

      Date:11/25/2022

      Type:Customer Service 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.
      Bad customer service and rude and and I want my ****** back *** employees rude

      Business Response

      Date: 12/02/2022

      This is the same member as complaint 18462072

    • Initial Complaint

      Date:11/25/2022

      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.
      Bad customer service and rude employee who rude and disrespectful and rude

      Business Response

      Date: 11/29/2022

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

    • Initial Complaint

      Date:11/24/2022

      Type:Product 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.
      BJ's advertised if a warehouse member spent over $150 in one transaction between the specific set of dates, that that member would be awarded a $25 coupon credit towards a turkey purchase.My husband and I made a purchase, of one transaction, online (as specified in the promotion), In the amount of $157.52. We were not awarded the $25 coupon. When I reached out to customer service regarding the issue, they've repeatedly told me that I have not met the requirements for the coupon, when I actually have. I supplied them with evidence of a receipt showing one transaction over the amount, that was placed online, within those specific date parameters, yet they refuse to give us the coupon that they promised in their advertisement. I would like to report BJ's wholesale warehouse for falsely advertising to its customers.There should be some form of repercussion for lying in an advertisement.Please let me know if you need anything else or have any questions. Thank you.***************************

      Business Response

      Date: 11/29/2022

      Spoke with member on 11/28, provided a $30 Reward for the inconvenience. 

      Customer Answer

      Date: 11/29/2022

      [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:11/24/2022

      Type:Product 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.
      Hi, I ordered Texas Roadhouse Gift card from BJs online with order # ********* on 10/12/2022. I received 10 pack $50 (total $500) deactivated gift card. On 10/23/2022 I contacted B.H. (initial of the person I emailed with) at Texas Roadhouse and after a series emails exchange, the issue was not resolved because they said that they need to wait for the vendor (BJs Wholesalers) to do it. On 11/12/2022, I called BJs and talked with I.B. (initial of someone I email with). She told me to send the screenshot of the Gift card front and back. She said that that it will take 48 hours to resolve. On 11/15/2022, I called BJs again and I was told that this issue will escalated to the highest authority and would take 3-5 business to resolve. On 11/23/22, the gift cards were still not activated and I called BJs again, and demanded for a refund because I wasted too much time and energy trying to chase the right person to resolve the issue. The representative said that he can not do it, so I asked who do I need to talk with to get it resolve. He transferred me to a Supervisor. The supervisor said she cannot issue the refund, and need to email the relevant department about it again and will take another 3-5 business days. If the supervisor cannot resolve this issue, who else can? I do not understand why they could not just make the refund because they shipped me deactivated gift card. It seems that there is no clear solution to resolve this issue. I am attaching summary of screenshots of my email to Texas Roadhouse and BJs representative to prove my communication over the past month. I hope BBB would be able to help me resolve this issue.

      Business Response

      Date: 11/29/2022

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

      Customer Answer

      Date: 12/01/2022

      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 wait for a couple of day, and did not received any email yet. Can you ask BJs to provide a screenshot showing that the email did send to me please?

      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,

      Menghong

       

       

      Business Response

      Date: 12/05/2022

      We have been emailing ********************** please confirm your address. Thank you 

    • Initial Complaint

      Date:11/23/2022

      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.
      On September 16, 2022, I dropped three eyeglasses at BJ, ***********************************************; for new lens subscriptions, I was told the service would be done in 2 weeks. However, I didn't receive any notice after the initial period. I went to the establishment to inquire why? They informed me that two of the glasses were done, but a third- Cartier(C Piccadilly) model would need more time for repairs.Seven weeks later, I was told it was ready for pickup. When I arrived, I noticed the frame of my Cartier glasses had been replaced with something cheaper. I spoke to the manager *****************************, and he was very rude and unprofessional. He was unable to tell me what had happened to my merchandise. I went to BJ because I assumed they were a respectable business. However, what I encountered was the misrepresentation and theft of my glasses. At the time of this complaint, my glasses are still in their possession, and I would like to have my merchandise returned.

      Business Response

      Date: 12/05/2022

      Left voicemail on 11/30, awaiting a callback to resolve. 

      Customer Answer

      Date: 12/05/2022

      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 spoke on the phone with a man named ***********;***** from the Executive Resolution *********** *********************** on November 29, 2022- He asked me to email a receipt for the service,  and I did. However, I'm still waiting for a callback or email from the company.  At the time of this complaint, my glasses are still in their possession, and I would like to have my merchandise returned.




      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,

      Dany

       

       

      Business Response

      Date: 12/12/2022

      We are working with the optical team to get this resolved. 

    • Initial Complaint

      Date:11/22/2022

      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.
      On November 3, 2022 I I contacted BJs Care Team because I was unable to access my rewards and because they had the wrong amount. they contacted me back and said they had ajusted them and it would reflect in ******************************** 72 hours and again no rewards available. Contacted them again on November 13, 2022 I had made other purchases and now ****** in rewards still unable to use. Contacted them again and they told me that I had used them . I told them I had not used them. To please put my membership on hold and investigate because I had not used them. I went to the store I got a print out of the use of my membership and it happens that some one in N.Y. is using my rewards. I made a big purchase now my rewards are up to $600.00. On November 18, 2022I went to my BJs club and was able to retrieve ****** on rewards. I was there at 8 am when the club opened. Unfortunately someone had already used some of my rewards (******) TO BE EXACT. in club # ***. I am assuming this has to be an employee because as soon as my reward become available they used them. I have been calling and waiting for hours at a time to be able to talk to a supervisor, They told me that I had already reached the highest point and that they are working on it.I am extremely upset and disappointed since I have been waiting all year to collect my rewards to be able to uise them for the holidays and already had to spend almost ****** when I could have used my rewards if they would have just corrected this by either freezing my membership therefore stopping anyone from using it frudelently and moving my rewards to a new membership or mailing me a gift card and canceling the old membership and getting me a new membership. What is so dificult about this? I am attaching all the email back and forth

      Business Response

      Date: 11/29/2022

      Spoke with member today, 11/29, will reach out to club and work to resolve. 

    • Initial Complaint

      Date:11/22/2022

      Type:Customer Service 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.
      Date of Transaction: November 19, 2022 Complaint/Nature of the dispute:I purchased 6 items from BJ's Wholesale Club on 11/19/22. After paying for my transaction, a very long receipt printed thanking me for authorizing BJ'S to automatically charge my credit/debit card that I used today to renew my membership the month it expires in the "BJ's EASY Renewal Program". I went to the customer service desk asking how could this happen and I was told by their representative in a facetious manner "The wind must have caused it to occur and to call a 800 number on my receipt tomorrow to have it removed". After being on hold too long I called back to the store and asked to speak with the store manager. The manager told me he did not understand why I was upset. He stated he would check the video of the transaction. I offered to return to the store regarding reviewing the video (the manager, did not want me to do so). I told him the company has no right to sign me up or charge my card for anything with my consent (again he asked me why I was upset), he stated he would remove me form the renewal program. I asked him to provide me with written confirmation...he said there would not be any confirmation. I told him if the company can provide confirmation that I was enrolled...I should have confirmation that I was no longer enrolled in a program I never consented to sign up for in the first place...this has to be illegal. I called the 800 number again and asked to speak with a supervisor. I was told the supervisor/s was busy with other issues/complaints and would not be able to speak with me and I should call back later. I simply want written confirmation that I am no longer enrolled in the EASY Renewal Program and my credit/debit card will not be charged...and BJ's will not have to worry about me as their customer again.

      Business Response

      Date: 12/05/2022

      Emailed member with contact information in order to resolve. Awaiting a response. 

    • Initial Complaint

      Date:11/21/2022

      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 July 30,2022 I placed an online order for delivery with BJ's Wholesale Club. The amount of the order was $306.15. There was a problem in making the delivery. They were saying they couldn't contact me and I did not receive any messages, at least that I could understand from them. What I mean by that is that I did receive two voice mails but the audio was garbled and I could not understand what was being said. This went on for almost a month at which time, since who knows where my merchandise was sitting, I canceled the order and asked for a refund. Today is November 21, 2022 with no refund. I have also been in touch with ************** since there ae the manager of the credit card. They have also been giving me the run around and I would like to add them to this complaint as well. I have complied with everything they have request up to and including sending them a hard copy of my order via US mail. I think I have been more than patient with them and am now taking this drastic step. I want the $306.15 returned to me via check since I am no longer, nor will I in the future, use my BJ's credit card. Thank you for your help in this matter. I have numerous documents available if needed. Thank you for your help in this matter

      Business Response

      Date: 11/29/2022

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

      Customer Answer

      Date: 12/01/2022

      [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:11/21/2022

      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.
      I signed up for bjs membership for ************************************************** 55....I called for a refund on the 5th. Said it takes 7 to 10 business days so I waited. Called them back today back today still no refund. It's been longer than 10 days

      Business Response

      Date: 11/29/2022

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

      Customer Answer

      Date: 12/05/2022

      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 can not see the decision  that was made I just want my money back 

      Business Response

      Date: 12/05/2022

      We have sent an email with our contact information to call us to resolve. Please contact the number provided in the email. 

    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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