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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.
    • 391 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:11/16/2022

      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.
      Order #********* Frigidaire, 2.5 Cu. Ft. Compact Fridge Item: ****** Model: EFR285 This item had extensive damage in shipping. ***** tracking shows it out for delivery five days in a row. They then admit it was damaged and they would repackage and deliver. Another call to ***** and they say they never repackage anything. At the same time multiple calls and emails to BJ's customer support only generated a response of "we will investigate and if there is damage, we will reship". No reply was ever received to emails other than a survey to ask how well my purchase was going. I needed this item last week, now it looks as if it will never arrive. Neither ***** nor BJ's are willing to take responsibility. This has already cost me more in my time than the price of this item.

      Business Response

      Date: 11/23/2022

      Issued refund on 11/18, it will take 5-7 business days to receive. 

    • Initial Complaint

      Date:11/16/2022

      Type:Billing 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.
      Without my explicit consent, BJ's signed our account up for Auto Renewal, which I do not want.I challenge BJ's to produce the evidence where I knowingly and explicitly chose Auto Renewal.This is a deceptive business practice and I believe there are laws that require such options to default to "No" and require an explicit checkbox to request or accept a option like Auto Renew.

      Business Response

      Date: 11/18/2022

      Called member on 11/17, left a voicemail and awaiting a callback. Thank you

      Customer Answer

      Date: 11/18/2022

      I will only correspond through email to have verifiable evidence of action taken or not taken by the business.

      Please have business document their response and post to this thread.

      Thanks.

       

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ***********

       

       

      Business Response

      Date: 12/02/2022

      We have re-emailed the member to work to resolve. 

    • Initial Complaint

      Date:11/15/2022

      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 October 20, 2022 I made a purchase of a ** 75 inch tv. ******** was promised for October 21, 2022. Delivery never happened. I called and was told delivery will happen on October 28th. Delivery never happened. I called and requested the order to be canceled because no one could confirm an exact delivery date. I was told I will get a call 3 to 5 days. No one called me. I called back on the November 4th and requested a supervisor. No supervisor returned my call. Im called today and spoke with a supervisor and he can clearly see I have not received my order. Its now going on a month of me requesting a refund for an item I never received and BJs is refusing to refund me my money. I want the money they owe. They are in possession of their merchandise.

      Business Response

      Date: 11/18/2022

      Called member on 11/18 and left a voicemail. Will work with our transportation team to resolve. 

      Customer Answer

      Date: 11/18/2022

      [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:11/14/2022

      Type:Billing 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.
      Membership #***********, a person on my membership cancelled her July 2022 membership on my account, I notified BJ's in a letter and they removed her membership. However, they continued to charge my BJ's Perks Mastercard for $32.40 for her yearly membership. I wrote to the bank and also spoke to the Comenity call center when I received the statement that this was an incorrect charge. They had actually charged me late fees and the bill is now over $100.00 after two letters to BJ's and speaking to the bank. I now have been in email contact with BJ's customer service and they tell me the bank has to fix the error, the bank told me that BJ's has to fix it!! This has been going on since July.......I am at my **** end......I only want the charges taken off my credit card since they are "bogus" charges but nobody seems to know what to do!! I have a stack of letters and emails but no corrections have been done.......PLEASE HELP, I don't know what else to do!! *************************************** ************* or ******************* thank you.

      Business Response

      Date: 11/18/2022

      Spoke with member on 11/17, working with CEVA in order to resolve. Thank you. 

    • Initial Complaint

      Date:11/14/2022

      Type:Sales and Advertising 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.
      Yesterday on 11/13/22, I noticed online that product that I was interested in item (******) was advertised as being shipped free of charge. Since my previous membership expired back on 9/22, I first renewed my membership for the sole purpose to buy this item. Around 4:55 PM I placed the item in the shopping cart and attempted to proceed the checkout process. Unfortunately, I had to reset my password. At approximately 5:01 PM I tried to finalize my order. At this point, I noticed that the "free shipping" was removed and proceeding with the order was an approximately $55.00 shipping charge. I contacted ***************** and they informed me that the "free shipping" expired at 5:00 PM, and further that I could no longer receive that offer even despite the item originally being added to my shopping cart with the free shipping. I am uploading a screen shot of the item being advertised as free shipping. Please note that this screen shot was taken after 5:00 PM.

      Business Response

      Date: 11/18/2022

      Called member in 11/17 and left a voicemail. Awaiting a callback. Thank you. 

      Customer Answer

      Date: 11/18/2022

      I called back on 11/18, but the call went to voicemail and I left a message. If we can communicate via e-mail that would be great. ****************** 

       

      Business Response

      Date: 11/28/2022

      We have been conversing with the member via email to resolve. 

    • Initial Complaint

      Date:11/12/2022

      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.
      Bj's online list flat rate shipping for many items at $8.99 if 3 or more specified items are ordered at once. Many of these items increase the price when 'shipping' is selected from the 3 available choices when putting the item in your cart (Free pickup, delivery or shipping). In addition to the price increase, shipping is added to the cart.I emailed their customer service asking why the extra charge was added when shipping is selected, and the answer I got back was "Upon checking, I saw that there will be a price difference for shipping and pick up for the item since some items can be shipped from the warehouse.".I did not understand what they were saying and asked for clarification, but after not receiving a response, I called customer service. After 23 minutes on the phone I was told the flat shipping had expired but the system was not updated yet and the issue would be escalated. As of today the problem still exists. I snail mailed the corporate headquarters asking the same question and as of 2 weeks later have still not gotten an answer.We were loyal BJ's members since they opened the ********** club until 2019, when we moved to WV. The closest BJ's is now over a 3 hour round trip which made the membership no longer cost effective. When I saw the flat shipping rates available on many items we purchase, we joined again, only to find it is a lie.If a charge is added to ship a product before the actual shipping charge is added to the total purchase it should not be advertised as 'flat shipping'. It is deceiving and if you do not notice it is being added before you put it in the cart your are being ripped off.Examples of price increases when shipping is selected:Wellsley Farms Maple Syrup, item ***** - $12.99 - increases to $15.99 *****'s RedHot - item ***** - $7.99 increases to $9.99 Heinz Tomato Ketchup - $9.79 increases to $12.99 Domino Light ************* $4.99 increases to $6.89 There are more, I'm sure, these are just a few. Thanks for the help

      Business Response

      Date: 11/17/2022

      Called member 11/17 and left a voicemail. Awaiting a callback. 

      Customer Answer

      Date: 11/20/2022

      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 returned the call to the corporate office this afternoon and left a voice mail for a call back. If someone could update the case I would appreciate it.


      Business Response

      Date: 11/25/2022

      Spoke with member today, 11/25, will provide order numbers to review. Thank you

    • Initial Complaint

      Date:11/11/2022

      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 was a customer with ********************** and not happy with their customer service and their staff in the store they are extremely rude and they put their customers through a great length of aggravation when trying to pay for merchandise inside the store I reached out to the store manager for help the situation only got worse I canceled my membership I have been going back-and-forth with them at least eight weeks now and I am not getting my refund on my membership fee.I have been going back-and-forth with emails now from October 17 every time I speak to customer service they say theyre gonna escalate the problem and then I wind up getting ridiculous emails asking me for information that has nothing to do with the refund they owe me. Heres an example of the email they just sent to me.Good afternoon, I have made several phone calls and left voicemails. In order to proceed with this investigation I need more information and supporting documents. I have never received one phone call from them and there were no supporting documents they have my debit information my name my address my phone number they have not contacted me once.

      Business Response

      Date: 11/16/2022

      Called member on 11/11 and left a voicemail. Awaiting a callback. 

    • Initial Complaint

      Date:11/10/2022

      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.
      Back in November 2019, i availed of BJs special membership promo which I believed was $25.00 which I kept for a year, Without my knowledge and disclosure from BJs, they put me on automatic renewal and has been charging my credit card for $55 membership since 2020. I have not received any notification from BJs through mail or e mail that they were charging me for the membership so all along I didnt even know that Im still a member until it showed on my credit card statement. I called their customer service and complained about the charges and demanded a refund since it was an unauthorized transaction but was told that because those other 2 years have passed I could only get the refund for November 2022 which I said Was not right because I did not consent for BJs to put me on automatic renewal nor charged my card automatically and did not receive any notification from BJs about renewal or billing statements.

      Business Response

      Date: 11/16/2022

      Called member on 11/14 and left a voicemail. Awaiting a callback. 

    • Initial Complaint

      Date:11/10/2022

      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 purchased an Apple Watch at BJs. It rang up and when I took my receipt to customer service to pick up item the customer service employee claimed that the price was not correct and then refused to give me the item. When I showed the receipt and picture of the price that was on the product display in the store the manager then said the product was sold out. I had no choice but to request a refund: it then took 2 trips back inside to get correct refund. I would like the product at the price that rang ** in the store in which it was advertised. I would also like the product mailed to me free of charge. I do not wish to make another trip to the store. The way in which I was treated by management was stressful and unkind.

      Business Response

      Date: 11/16/2022

      Contacted member on 11/16, left a voicemail. Awaiting a callback. 

      Customer Answer

      Date: 11/16/2022

      [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:11/10/2022

      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.
      Hello - BJs continually and consistently puts wrong prices on items (specifically in the bakery section via a price gun). The dollar amount is cut off and it shows only the cents (oftentimes 99 cents or even 69 cents or 49 cents). Previously, BJs management would - as a professional courtesy - sell the items as priced. This happens virtually everywhere else - from ******* to CVS. I can understand if it is a high priced item such as a TV that has a price for a $1 but on a baked item, this should be no problem (items rarely sell out and must be removed after a few days anyway). BJs no longer sells at the price shown and makes the customer feel as if they are doing something wrong. I have twice reported this to BJs corporate - with no follow up responses. Sometimes the price will show the cents on the left corner and the dollar amount on the right corner - it looks as if it is either (for example) 49 cents or 7 cents (on an item that is supposed to be $7.49). Employees say that such a listing - with cents on one side and dollar amount on the other is "ok" and "correct". I am sorry but these people are totally STUPID! BJs should stop putting prices on anything! Please assist and advise.

      Business Response

      Date: 11/16/2022

      Contacted member on 11/11 and left a voicemail. 

      Customer Answer

      Date: 11/19/2022

      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. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ******

       

       

    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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