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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:11/09/2022

      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.
      Me and my husband brought a charger dock got home open the box it was a TV converter from radio shack in the box we went back the next day told them we want to exchange or get our ***** back they told us we put that in the box and they not giving us nothing I can't believe they would even say something like that to us we spend 500+ every time we come there we work hard for our money they business made that mistake and blamed us for their mess up my husband was so ****** he left the item on the counter with the manager all we wanted was the charging dock that we paid for

      Business Response

      Date: 11/11/2022

      We are working with the club to work on a resolution. We appreciate your patience. 

    • Initial Complaint

      Date:11/09/2022

      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.
      Their customer service is horrible never have enough cashiers and dont want to take cash. I would like my membership money returned plus tome lost for to their poor manage t values.

      Business Response

      Date: 11/11/2022

      Contacting member to discuss complaints and work on a resolution. Thank you 

    • Initial Complaint

      Date:11/08/2022

      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.
      On 10/7, I saw a bluetooth party speaker that displayed a retail price of $152,58. It also showed an instant savings of $150.00, which was then posting a retail price of $2.58 after the instant savings. I grabbed the display model as it was the only 1 left and asked if I could purchase it I was told that it was discontinued and the only 1 instore. I was told the retail price was $152,58. I informed the manager, who happened to be the person helping me of the posted price. He told me it was incorrect and that he could discount it. I was able to get him to sell it for $80.00, as I had an event that I could use it for. I called customer service 3 times. In the end after escalating it to a manager that I must return the item and order it online to get the price. The item isn't available to order as it is discontinued.

      Business Response

      Date: 11/11/2022

      Contacted member on 11/9, waiting for them to provide us photos so we can assist. Thank you 

    • Initial Complaint

      Date:11/08/2022

      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 placed on online order with BJs. The order number is *********. The order was to be charged to my EBT card which had more than enough on the card to complete my order. However the order was charged to my debit card and has caused my account to be overdrawn about $151 since I wasn't expecting the card to be charged. I have contacted BJs several times to get this issue resolved with no success. I have sent them emails on several occasions trying to get resolution. I'm on a very tight budget. Every time my bank pays an item I get charged an extra $25. I'm just trying to get reimbursed for the fees. They gave me $75but by the time it posted to my account I had incurred more fees. BJs resolution is for me to contact my bank to get resolution but it was not my banks error it was BJs error. Why should my bank have to refund me the money it was not their error that is causing the overdrafts to my account. This all started with BJs charging my debit card instead of my EBT card. I just want BJs to admit their error and refund the fees I received because of their error. I'm not able to upload all the transactions because your system will not allow me

      Business Response

      Date: 11/11/2022

      We are working with our credit department to see what happened with your EBT. We appreciate your patience. 

      Customer Answer

      Date: 11/11/2022

      [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.] In my original complaint I had the dates mixed up. I have Lupus and this sometimes happens. The online order was placed 10/8 and picked up 10/10.  I have included the screen shot from my EBT account and my debit card to show I was charged twice for the same transaction.  There wasn't enough in my bank account to clear my debit card so I have been incurring NSF's from my bank.  When a deposit is made I get charged with the transaction and the fee from the bank.   It's killing me financially and physically.   I can't have this kind of stress as it causes me to have flair *** with my Lupus.   I'm looking for a quick resolve to the error.   I was paid yesterday and my account is still overdrawn. 

      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,

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

      Business Response

      Date: 11/14/2022

      On 10/10 purchased items via Mastercard, realized made mistake, got order refunded, then repurchased on EBT, member is upset that refund on MC took 3-5 business days. 

      Customer Answer

      Date: 11/14/2022

      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.]

      The error caused my bank account to incur  numerous.   What is BJS going to do about that?

      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,

      Tamikyo

       

       

    • Initial Complaint

      Date:11/07/2022

      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.
      I paid off my outstanding debt to BJ's in full on November 29, 2021. I removed my card as my primary method of payment, and called to turn off auto-renewal for my services because I was having issues doing it online and usually buy a membership from groupon because it's much cheaper. I was assured I had nothing to worry about.On April 1st, 2022. Unbeknownst to myself nor my family, my membership renewed on the card, and I did not receive any notification. No email, no calls, nor *****. As a result of this lack of communications, interest and more importantly, late payment fees continued to accrue and I now owe $318+.Again while I was missing payments, the company failed to inform me via letter or email what was going on. All I recieved were equally suspicious calls that would call my phone from an unknown number coupled with text messages that were highly unprofessional with multiple spelling and grammar errors that I immediately dismissed as a scam, and I am only now realizing it was BJ's (who did not even attempt to identify themselves in the text) trying to contact me about the outstanding debt.My credit score has plunged as a result. I'd like a correction my credit report, my entire balance to be removed with the exception of the BJ's renewal which I will agree to pay because I have been using their services, and additional compensation.Every time I attempt to call customer service I'm hung up on.

      Business Response

      Date: 11/11/2022

      Contacted member on 11/9, awaiting a response to resolve. Will work with Comenity Bank. 

    • Initial Complaint

      Date:11/07/2022

      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 purchased a 3-piece furniture set from BJ's, and received it on 10/07/22. It was delivered by Metropolitan Warehouse. As soon as Metropolitan left, we noticed a huge rip in the leather. We called BJ's immediately and they asked us to send pictures of the damage. After we sent the requested photos, BJ's gave us the option of returning the set, and receiving a refund. We chose to return the set, and scheduled a pickup by Metropolitan on 10/21 (after calling them several times). Metropolitan came and picked up the set on 10/21/22, and I took photos of the employees removing the furniture from our home. It was been almost 17 days, and we still have not received a refund. Despite multiple attempts to contact BJ's ************* team, and countless hours explaining this issue to various Supervisors and customer care agents, no one is able to tell us when we will receive a refund for the damaged furniture they set us, that we returned. Every time I contact their customer care line, I am told the matter is being escalated, yet am still waiting to hear about when I will receive a refund. I have been told that as soon as the furniture arrives to the warehouse, we will receive a refund, but no one is able to tell us if the furniture made it to the warehouse or not. Regardless of their timetable, I as the customer should not have to wait if there is an issue or a delay on BJ's end. I received an email from BJ's on November 6th telling me that the timeframe to return the item had expired, though the team already came and picked up the furniture. We need our money back immediately, as this whole process has been unacceptable. I also called their Corporate Headquarters and have yet to receive a response, after leaving messages.

      Business Response

      Date: 11/08/2022

      Spoke with member on 11/8, confirmed them are looking for a refund. Working with internal teams to resolve. 

    • Initial Complaint

      Date:11/05/2022

      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.
      Hello, I have contacted BJs member care several times regarding paying full price for a promotional membership and I visited my local store as advised but I was passed back and forth for a resolution. Due to poor customer service my membership was canceled in July with BJs and I was told I will receive a refund within 3-4 weeks. After more than three months I haven't received my refund. Today I spoke with ******, ticket #*********, and I was again told to visit the store to get a refund. I am asking for the company to please act with integrity and issue my refund. Attached is proof of payment for the full amount instead of the promotional amount that was advertised. I can be contacted by reply email or at ************, to let me know when the refund is sent. -*************************, unsatisfied customer

      Business Response

      Date: 11/08/2022

      Called member on 11/7 and left a voicemail. Awaiting a call back. 

      Customer Answer

      Date: 11/08/2022

      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 caller ***'s voicemail and left a message for a resolution call. I'm currently awaiting to hear back. 

      [You must provide details of why you are not satisfied with thisresolution.  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,

      Aisha

       

       

      Business Response

      Date: 11/10/2022

      Spoke to member on 11/8/22 and informed member of refund completed 3 to 7 business days. 

    • Initial Complaint

      Date:11/05/2022

      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 Nov.4 I went to BJ's at ************************************************************************* to shop and return a folding chair I purchased from them that broke. I spoke to manager on duty named Elder Pic if that's his real name at 12:11pm about exchanging my chair because customer service was giving me a hard time. He denied me of exchanging my chair for a new one even though it is not on their policy of returning furniture, only computers and electronics can not be returned after 90 days. Meaning BJs has to acknowledge their own policy and exchange my broking chair for a new one. If not that's false advertising.

      Business Response

      Date: 11/08/2022

      Spoke with member, they will return their chair to the club. Confirmed with club this will happen. Member is all set. 

      Customer Answer

      Date: 11/08/2022

      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,

      Tamaine

       

       

    • Initial Complaint

      Date:11/04/2022

      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.
      Ordered a television on October 10 2022.Showed it was shipped.Have not yet received as of November 4 2022. Called them numerous time told delivery service was having problems.Bjs continues to make excuses but are not correcting the problem Yet they received payment.

      Business Response

      Date: 11/08/2022

      Spoke to member, processed refund. Will touch base on 11/10 with member. 

      Customer Answer

      Date: 11/09/2022

      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,

      *****

      They said they refunded the purchase amount and they said I should receive a email confirming the refund and I did not receive a email and it was paid through affirm with Apple Pay and they are not showing a refund.

       

      Business Response

      Date: 11/11/2022

      Spoke to member on 11/9/22 and informed me credit has been received. 

    • Initial Complaint

      Date:11/03/2022

      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 10/26/22, I requested a refund from BJs Wholesale Club in the amount of $380.16 for a delivery that was never received. Instead, I was refunded only $189.68 on 10/27/22. To date, I am still owed $190.48, and I have called and emailed everyday after 10/27 to check on the status of my refund. I was told it would take 3-5 business from 10/26 to receive a full refund, however I still have not received the remaining amount owed. I called yesterday and today and the phone reps told me the issue was resolved. I also went to the store at ***********************************************, and spoke with a manager named ********, who said she would sit down and take care of the issue, and give me a call back. Followed up with her yesterday evening (11/2), after not hearing from her, and she told me she hasn't had a chance and there was no other manager who could take care of it due to visitors in the store. The issue remains unresolved and I still did not receive my full refund.

      Business Response

      Date: 11/08/2022

      Spoke with member on 11/7 and advised them that their refund has been processed. 

    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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