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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My rewards are missing. I have not redeemed any rewards since November 4, 2023, and onward. I am missing rewards from 11/ 04/2023 - 07/31/2024. The last time I checked, I had accumulated $88.33, and it all disappeared. When you look at my shopping history from the time frame, you will see I have not redeemed any of the rewards I was supposed to earn since I paid for the 2% cash back membership card. I have been calling Bjs customer service for a week and half with no resolution. Someone emailed and I responded back because the issue was not addressed. Yesterday I called again, the representative said its because I returned items. I said even if I returned 1 or 2 items, I should have still earned rewards for the other stuff I bought and kept, which is a lot, especially from that time frame I mentioned above. I would like the missing rewards to go back to my account or send me a check. Thank you!
Business response
08/05/2024
Reached out to member via email and are awaiting a response to resolve.Customer response
08/05/2024
[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
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I received a promotional discount mailer from BJs wholesale. It was allowing me to pay $10 for my one year renewal instead of $55. My card was charged $55. I contacted BJs customer service and I was asked to email a copy of the promotional mailer to them. As per their request, I emailed pictures of the front and back of the promotional mailer. I was told that I would be given a $45 refund. There is no credit on my account on the website and my card was charged $55 and there is no $45 credit in my bank statement either. I emailed them again today, August 1, 2024 and did not hear back from them. I just want my $45 credit .Business response
08/02/2024
Reached out to member via email and are awaiting a response to resolve.Customer response
08/02/2024
[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 Received an email from ***************** in the businesses corporate office regarding my issues and/or concerns in reference to complaint #********. I spoke with him on the phone. He assured me that a credit was issued on his end and that I would receive a gift card with the credit. He also told me if for some reason I did not receive it in 2 to 3 weeks I should call him directly and he would immediately take care of it. I am satisfied with his offer To take care of this situation and will call him if I do not receive the gift card in that timeframe.
Regards,
*********************Initial Complaint
08/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
BJs charged us $25 for a membership. We have tried to either receive the membership or get a refund to no avail.Business response
08/02/2024
We will reach out to the credit **** and keep the member updatedCustomer response
08/02/2024
[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.Added: Thank you - a quick refund was provided!
Regards,
*********************Initial Complaint
07/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 7/25/24 I placed two separate groceries orders with BJ's for pickup. One order was fulfilled in its entirety. The other order was missing over $175 worth of products. The only products delivered to the vehicle were refrigerated items and paper towels. All supplements, tomatoes (two types), cleaning supplies and bread were missing from the order. This was discovered when my husband arrived home and emptied his car. I asked where are all of your mother's other items? I checked the car. Nothing there. He went back with all items circled on receipt that were missing the next morning. BJ's staff refused to provide the missing products and had the audacity to state they "reviewed the video and determined he received everything." Keep in mind the products were delivered into the back of a car late at night in the dark outside the building. Not sure how they could possibly make that claim with a straight face. Nevertheless, they are lying and clearly lazy and have decided to steal over $175 from an 80 year old woman. Either we get our products or we demand a refund for all missing items in the amount of $175.69. I have been ordering from BJ's pickup for a long time and spend a great deal of money there. I can't believe they have taken this ridiculous position. They also refused to show my husband the video they claim to be relying on as proof of delivery. If we had received the goods, there would be no need to go back to that place. My husband would much rather have gone straight to his job instead of having to make a stop along the way because BJ's workers are thieves and incompetents. Fed up and disgusted with this company.Business response
07/29/2024
I contacted the club, and a team member will reach out to the member.Customer response
07/29/2024
[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. I appreciate the courteous and respectful way I was treated by ******** at the Farmingdale location regarding this matter and am fully satisfied that they have as of today given me all of the items that were missing from the order with a huge apology. I accept the apology and will continue doing business with this company with no ill feelings. Have a pleasant day!
Regards,
***********************Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
7/1/24. I have my membership with BJs. I also have my membership with their *********** credit card. I was not told that my membership was going to expire at the end of July 2024. However on 7/1/24 I was charged on my Mastercard for the membership. I make sure to always UNCHECK the box for automatic renewal. I was never informed in writing or email my membership was renewing. I called on 7/5/24 and spoke to a representative. I was apologized to and told they would give me a refund of 90.dollars for my inconvenience. I was told the refund could take 7 to 10 business days to take effect. I waited 10 days and called back. I was told sorry they cant do what they said and offered me a 45 dollar gift card. I asked to speak with a supervisor. ***** asked me to give him till Tuesday to resolve this issue. This was on 7/20. When I didnt get a response I emailed him back. I got an answer asking for 2 more days on the 24th. I received an email today 7/25 offering me the same ********************** cancellation of my membership with a full refund then I can go back in the store and renew it. I believe this is unacceptable behavior. I waited over 20 days for an answer that was no different. I never authorized them to charge my card. Then they never communicated that they wouldnt do what they said by giving me a 90dollar refund. I am asking for what was promised and an apology. Thank you *************************Business response
07/26/2024
Reached out to member via email and are awaiting a response to resolve.Customer response
07/26/2024
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.
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.
called left message with BJs. I was called back and asked to give them now till Monday or Tuesday next week to get back to me. Giving them them time to review a recording from my first phone interaction.
FAQ
Regards,******
Business response
07/31/2024
the $90 in membership satisfaction has loaded successfully
*************************
member # ***********
phone # ************
email *******************Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
To BJ's complaint department:Please review case # *******: I brought my truck into BJ's *********** on 4/1/2024 to purchase 4 new tires. Total charged for all 4 tires was $977.10. They did not have any morning appts until 4/8/2024. The tech did a fantastic job putting on the tires. When I left, I was satisfied. I am retired (70 y/o) so I don't drive any more like I use to when I worked. However, on 4/22/2024, my service light came on with the error message --Tire monitor system???? I never had an error message before!!!! I immediately brought the truck back to BJ's and the tech put my car up to check it out. He said he did not know why the monitor was on??? I was hoping the error message would go away after a while. I said ok, I will have to take it to the dealer. If BJ's did not know how to put tires on my 2017 GMA Arcadia with monitors he should have told me. I would have never had them done. Newer cars are all computerized these days. I finally took my truck to GMC dealer on 6/4/024, and they told me 3 tire monitors had to be re-set. The total was $491.55. The only ones touched my tires was BJ's. I want my money back for having 3 of my tires monitors re-placed. Please have a BJ representative call me on this matter as soon as possible. I am requesting on the tire monitor portion on my money back ($491.55). I should have been told up-front the risk, and I was not. Please find attached 3 files, my receipt from BJ's, a photo I took dated on my I-phone 4/22/2024 @ 12:16pm of the error message popped up, and the bill from GMC dealer of when I finally had the monitors re-set. I am awaiting your swift review. ----------------------------------------------------------------------------------------------------------------------------------------------I had to take my truck in again on 7/22/24 to fix the 4th monitor. It finally went out too. That cost me additional $147.87. Talk about taking advantage of the elderly.Business response
07/24/2024
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We had many horrible experiences with our local BJ's wholesale club so we decided to cancel our membership and request a refund. We were told that we would receive the refund within the next 3 to 5 business days back in June. After several weeks of not receiving the refund we contacted customer service and we're told that they did in fact send out a refund but we never received it so they said they would open up a trouble ticket within their department to find out where the money was sent. That was also several weeks ago after being told that should only take 3 to 5 business days. I keep receiving emails every day from different people saying that they need an additional 3 to 5 business days to figure out what the issue is. I've tried for several weeks and I've gotten nowhere to get my money back.Business response
07/24/2024
We will reach out to the credit ***** and update the member.Initial Complaint
07/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
DATE OF TRANSACTION: JULY 19TH 2024 @ 10:56AM AMOUNT IN DISPUTE: $226.91 RE: MISSING E.B.T. FUNDS FROM 7/19/2024 @10:56AM ON JULY 19TH 2024 I PLACED ON ONLINE ***** AT BJS.COM. I DIDNT RECEIVE MY ***** NUMBER OR MY *****. BJS.COM #**** DEDUCTED $226.91 FROM MY E.B.T CARD. I HAVE ENCLOSED A COPY OF MY TRANSACTION HISTORY AND OTHER PERTINENT INFORMATION.E.B.T. HAS MADE IT PERFECTLY CLEAR THAT THIS MUST BE RESOLVED WITH BJS.COM BECAUSE THE MONEY WAS ALREADY GIVEN TO BJS.COM #**** AT ******************************************************************* INTO THEIR ACCOUNT. ON JULY ********* AT 11:17 AM THE ONLY REASON I PLACED THE ***** ONLINE IS: THAT I WAS IN A CAR ACCIDENT ON JULY 10, 2024, AND NEEDED TO HAVE IT DELIVERED INSTEAD OF ME GOING TO PICK IT UP. I WAS A LONG-TIME CUSTOMER (************** FORMER EMAIL ADDRESS) AND NOW ITS *********************************. I NEED TO FEED MY FAMILY AND BJS.COM TOOK MY $226.91 AND IS MAKING IT EXTREMELY DIFFICULT TO GET MY MONEY BACK TO GET FOOD TO EAT. I *****ED FOOD FOR MY SON'S BIRTHDAY WHICH IS ON JULY 27, 2024 (7/27/14 DOB), AND IN THE MIDDLE OF THE MOST DIFFICULT TIME IN MY LIFE, BJS HAS DECIDED IT WILL TAKE MY MONEY & MAKE IT EVEN MORE DIFFICULT. OUT OF THE 9 CUSTOMER CARE AGENTS I SPOKE WITH, ONLY TWO, WERE PARTIALLY HELPFUL. FOOD IS NOT CHEAP AS YOU KNOW AND NOT INVESTIGATING SHOWS THIS IS 100% ABOUT MONEY, WHETHER ITS STOLEN FROM THE CUSTOMERS.I MUST HAVE MY MONEY BACK AND THE ABSOLUTE SUFFERING YOUR AGENTS AND STAFF HAVE PUT MY FAMILY THROUGH IS H*** ON EARTH. I HAVE FULL RECORDING OF ALL MY CONVERSATION. I WILL PROVIDE IT TO TRAIN YOUR STAFF.NEVERTHELESS, I MUST DEMAND MY FOOD MONEY RETURNED.************************* **********Business response
07/24/2024
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
07/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Attempted to return a book that I inadvernately bought a book that I had already read. Did not have the receipt. The woman who waited on me said they would not be able to do the return because I had read the book which I did not. There is not even any marks on the binding. She then went to see a manager who said no not returnable. She then proceeded to look up my account and said I always return that authors books. She would not let me see, the returns. I do not return books unless my husband buys one I have already read. It was very irritating to be accused of stealing. I went to check out to pay and then asked for the corporate number and was told to look it up on.line. this happened today @ about 4:00. Totally disgusted at the way I was treated. I never even saw the manager. I have never been treated so badly. Amherst store ny.Business response
07/22/2024
Reached out to member via phone and are awaiting a response to resolve.Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Havent received productBusiness response
07/19/2024
Will reach out to transportation and will update the member.
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