Business Profile
Buying Clubs
BJ's Wholesale Club, Inc.Headquarters
Complaints
This profile includes complaints for BJ's Wholesale Club, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,284 total complaints in the last 3 years.
- 406 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/21/2023
Type: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 ordered a mattress with white glove delivery online through BJs wholesale. The delivery process was unacceptable as well as BJs customer service. The delivery drivers ripped off my baby gate while moving the mattress. This removed 6+ inches of plaster from my wall and caused the baby gate on the stairs to be unusable. I immediately called BJs who said I would have a response in ***** hours. 3 days later I called again with the same response. This happened again over a week later calling a 3rd time. I also emailed twice, but have yet to hear a response. I have been trying for 4 weeks now and BJs keeps brushing me off and not giving me an answer. This affects my childs safety and I let that be known which they said they would prioritize, obviously not. We choose this company based off the delivery option. That was a mistake. While delivery mistakes happen, the lack of help from BJs is inexcusable. The delivery men also left a mess and scuffed up our walls/ceiling. I ended up fixing the wall myself due to not being able to wait any longer for a resolution as this was a large safety issue with not being able to block off the stairs and also the exposed metal mess. The delivery men told me something came loose. I did not inspect until after they left. I would have never signed the documents if so.
Business Response
Date: 03/21/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 03/27/2023
[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:03/21/2023
Type: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 ordered 10 cases of brand name Honest Tea organic variety from bj,s wholesale club late December 2022 for a grand total of ****** plus **** shipping. Order number *********. I ordered online because you cant buy in store anymore. I have bought these before for my grandson who is prediabetic. They came in two shipments. The first shipment had only four cases in it with an expiration date of January 2023. The second shipment came a week later with six cases with an expiration date of January 2023. I called bj.s customer service to see if I needed to bring these to the store for a refund because my grandson couldnt drink 120 bottles of anything in 14 days. They apologized for the inconvenience and said send them a picture of the expired date, which I did and I would receive a full refund. I asked do I need to bring them to the store, they told me no. Three days pass a got refunded for *****. I called again ********************* who said she was a manager ask me to send the pictures again and I did, she said I would receive a full refund. I was credited *****. This left me with a balance of *****. I had to get rid of the bottles so my grandson wouldnt get a hold of them they had a dark sediment at the bottom. I dont want him to get sick. I tried resolving this with the credit card company but bj,s refused because there was still a week left on the expired date. So they can still be sold/consumed. They have taken the brand off the web site so I cant even get a replacement shipment. This was left over/ discontinued stock that they sent me. I need my ***** dollars. I still have the email and picture if you need them. Thank you for your help.Business Response
Date: 03/21/2023
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:03/20/2023
Type: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.
My name is ********************* I currently work for bjs wholesale club in **** shoreparkway bk ny *****. I recently had an safey issue there where a customer who appeared under the influence of a substance threatened me and waited for me after work statement were taking by management the night of. The following day I returned to work and before I was clocked in I was asked to rewrite and spoken to two different managers about the situation off the clock. Which is very unprofessional. After we spoke I was told that my issue will be review to see what would further happen with my job. As explaining my issue I felt like I was not defended by my management team the way a big company like this is suppose to defend us I was not ask to speak to an officer. All I gotta was my statement is being reviews and the night before escorted to my cab by security for my SAFTEY. now I am at worries and afraid of losing my job. Because management handled it poorly. As well as there were statements taken from other employees that night but they are not being reviewed and there is no reason why. This store has had several of issues with safety recently there were customers fighting each other and management had gotta pepper sprayed by customers. And higher up does not do anything to make sure our safety is number one priority. I am currently afraid of me losing my job because the company will try to sweep everything under the rug to avoid taking care of the bigger issue. This is one of many issues this company has. race takes a big part in this store.Business Response
Date: 03/20/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 04/04/2023
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.
No my issues has not been resolved.Business Response
Date: 04/04/2023
This is a Team Member and HR ***** will be handling email from @*************************************
Initial Complaint
Date:03/17/2023
Type: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.
Tried to make a purchase on 2/7/23, but was told my membership was revoked. Called customer service and was told my membership was used in an attempt to buy Redbull with an EBT card. Clearly, it's fraud. I've asked several times when and where, but don't receive answers. I've called and emailed numerous times. Not resolution. The emails I do receive state someone will reach out to me in a few days. The same email over and over. No resolve. I need my membership reinstated asap. This has caused my to spend more money on groceries because I have to shop elsewhere. BJs customer service is the blind leading the blind. No one has answers. No one can tell me when and where the so called attempted purchase was made. No details at all. I've lost 3 weeks of my yearly membership fee. I need assistance resolving this issue. It's been about 6 weeks and I'm still at square one. Please advise if possible. BJs has to do better. I depend on them for bulk shopping.Business Response
Date: 03/18/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 03/21/2023
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.
I returned the call to the BJ's representative and left a message on 3/20/23. Waiting to hear back. Today is 3/21/23.
[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,Raleim
Business Response
Date: 03/23/2023
BJ's opened a new membership for the member.Initial Complaint
Date:03/17/2023
Type: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.
Purchased a tv on 2/1 for ******* Delivered 2/13 unpacked and it was smashed Was picked up for return 2/20 2/27 call and was told info was sent to store(I ordered from warehouse) for the return to be processed Called 3/6 was told DC has my tv and refund was on the way Called 3/13 and was told refund was already on the way but takes **** days.Today 3/17 still no refund(10 days from original date of being told I was refunded)Also received an email stating that my return was canceledBusiness Response
Date: 03/18/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 03/19/2023
[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:03/14/2023
Type: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 went into my local BJs on March 12, 2023 to take it vantage of a special they were running. The special states $30 Off When You Buy (1) ******* Turf Builder *********** AND Any (1) *******, Ortho, Miracle Gro Or Roundup Item $15 or more So I selected a 20 pound bag of Scotts turf, builder, weed and feed AND a bag of Scotts turf builder grass seed for the price of $68. The assistant manager on duty ***** told me that the Scotts turf builder grass seed did not count for the second item, and that it needed to be a Scotts ortho or Scotts miracle grow, or a ****** round up item. I explained ****** is one brand and they are all separate brands..thats why there are commas behind each brand name. So again I explained to ***** and the customer service clerk that it says. ******, *****, Miracle Grow, or Round-Up item more than $15 so my bag of ****** that was $68 qualified. The assistant manager on duty ***** told me I was incorrect and she was not going to override it. Even the customer service attendant agreed that I was correct and that was what the sign read and my items qualified and the $30 coupon should have came off. After leaving, I pulled up their website and selected the same two bags online and when adding them to my cart, the $30 instantly came off. I obviously had the correct items and explained this, and they refused to honor their products with signs posted everywhere. I have attached the sign that was posted underneath the bag of grass seed and the bag of weed and feed that I picked up and also the UPCs of the items as well. Whats most upsetting is I pay for a membership for BJS so I am actually paying to shop there. Given that reason, I dont expect them or really any business to argue with a customer who is trying to spend over $100 on two items and just want the coupon being advertised to be honored.Business Response
Date: 03/14/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 03/16/2023
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 #********. The store manager has reached out and expressed his apology and will be personally taking care of the price discrepancy at my next visit to the store.
Regards,
***************************Initial Complaint
Date:03/13/2023
Type: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.
The workers are not provided uniforms or any compensation for washing the uniforms they have to buy but they expect renewal and upgrades the priority is all for moneyBusiness Response
Date: 03/14/2023
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:03/13/2023
Type: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 8/20/2022 I placed an app order for pickup at the ******** Bj's. I was in the area visiting my mother, and it was convenient for me to pick my order up from there, however, this location is almost an hour from my home. When I got home I realized that the order that was placed in my trunk, was not my order. I contacted BJ's numerous times on this matter with no resolution. I explained that I was an hour away from this location and constantly had to reiterate the problem to every rep I talked to. I finally contacted the credit card issuer in September, Oct, Nov and December as this was ordered via my BJ's credit card, they told me each time to return the groceries, and each time I explained that the purchase was months earlier, at a location an hour from my house. I was run in circles by BJ's and by BJ's credit card with no resolution for 6 months. The amount was $497.53 for the original pickup order.Business Response
Date: 03/14/2023
Reached out to member via email and are awaiting a response to resolve.Initial Complaint
Date:03/13/2023
Type: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.
We purchased a ** from BJ's Wholesale Club and the screen was cracked. We have been trying to return the ** for a full refund for almost a month. The ** was picked up by CEVA, but we still have not received our full refund.Business Response
Date: 03/14/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 03/14/2023
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.
[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.
I called and left a message. I do not want this case closed until we have received our full refund.
Regards,*****
Business Response
Date: 03/14/2023
member was fully refunded today 3/14/23.Customer Answer
Date: 03/16/2023
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.
[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.
I reject the business' response until I see the money refunded back to the credit card. Until then I request the complaint remain open.
Regards,*****
Initial Complaint
Date:03/10/2023
Type: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.
Scam false marking on coupons. *** ignoring my request.Business Response
Date: 03/11/2023
Reached out to member via email and are awaiting a response to resolve.Customer Answer
Date: 03/26/2023
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.
Wheres the response? This isnt closed.
Business Response
Date: 03/27/2023
member feels that it is misleading to have coupons font signage that is too small in club and on mobile app.
I did inform the member after he hit coupons in the mobile app there is a (details icon tab)
and font is clearly big enough.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.