Business Profile
Buying Clubs
BJ's Wholesale Club, Inc.Headquarters
Find BBB Accredited Businesses in Buying Clubs.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/14/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
MY BJ MEMBERSHIP CARD WAS AUTOMATICALLY RENEWED WITHOUT MY CONSENT.I NEVER RECEIVED RENEWED CARD.I NEVER APPLIED FOR A COMENITY BJ'S MASTERCARD /CREDIT CARD.I WAS CHARGED FOR A CARD FEE AND 2 TIMES LATE PAYMENT FEE.I WOULD LIKE FULL REFUND FOR RENEWAL $55 AND LATE FEES 2 TIMES $31 , TOTAL OF $117.00.I WAS PROMISED REFUND FOR 55 DOLLARS ONLY.Customer response
10/11/2022
the card was renewed in 7-25-2022 $55 was charged
late fees was charged in 9.27.2022
i received statement about all this 0n 10-8-2022
I do not have scanner , I can mail copy of statement.
Business response
10/12/2022
We have reached out to the member via phone, unable to leave a voicemail. We will call back tomorrow. Thank youCustomer response
10/13/2022
Complaint: 18193139
I am rejecting this response because:
my phone number in their file is wrongcorrect phone is ************
They should send a refund check to my address.
Sincerely,
*********************Business response
10/25/2022
We are working to get this membership cancelled and refunded. We have been trying to reach out to the member.Customer response
10/28/2022
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.
FAQI provided my email to the BJ's rep. ********************************* I provided my master card number. I left a message on his phone and left my master card info.
I do not know what else they needed to reverse charges. I did not charge the credit card. I did not apply for a credit card. Everything was done one sided without my knowledge.
I called BJ on 10-14-2022
They requested comenity bank to reverse charges. Still nothing is done.
Regards,
*********************
Business response
11/01/2022
The Cobrand refund will be requested to the internal team, please note that a Cobrand refund takes 1-2 billing cycles to be reflected in the bank statement.Initial Complaint
10/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Somehow, my BJ's membership auto-renewed in June of this year. I did not want another year of membership so, as soon as I found out, I called to cancel the membership. Three weeks later, they credited my credit card $55. I thought I was done, worked the credit card issuer (Comenity) to remove the late fees and nominal interest. Then 4 days later, they billed me for membership now, $57.98! With no membership, I have called BJ's once a month since (3 or 4 times since) and they are unable to refund the money to the account and reverse all the late fees and interest. In addition, I received a letter from Comenity, stating that I was in collections because BJ's has not corrected the problem. Apparently, BJ's needs to send the credit and waive all penalties. I have since cancelled by Comenity credit card (co-branded with BJ's) and need this issue to go away. With a cancelled membership, how can they continue to charge me membership fees, late fees, and interest? As a senior citizen, how can they treat me so shabbily? I want a billing adjustment for the ***** and all the accrued late fees and interest to zero out the closed account.Business response
10/13/2022
Called member and left a voicemail.Business response
10/25/2022
We are working with ************* to get this resolved. We appreciate your patience.Initial Complaint
10/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In April 2022 I received a bill from my BJs MasterCard for a charge of ***** for membership renewal. The charge was placed from *********** , **. I called customer service and stated that I have never used the card, never activated it, and gave no approval for membership fees to be charged on the card. I asked that the account be cancelled and the membership fee be eliminated. The representative said she would take care of it. I have received 5 more bills now totaling ****** for the membership fee and monthly late fee services. I have called representatives in April 2022, July 25, 2022, September 13, 2022, and October 11, 2022 and nothing has been resolved. Much of the time I cant even understand the customer service rep. I am concerned that this will hurt my credit and will just keep going and going.Please help eliminate this frustrating problem.Business response
10/25/2022
We are working with ************* to get this resolved. We appreciate your patience.Customer response
10/26/2022
[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
10/14/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a ******************* 5PC Aluminum Fire Chat Set w/ Swivel Chairs, Item #******, (on sale for $999.99) on August 14, 2022 (Order #*********). It was delivered on August 19th by a local freight company, the boxes were in excellent shape. Due to a very ill sibling, and her subsequent death on 8/30, I was not able to begin to assemble the set until 9/10/22. As I began putting the first chair together, I saw it was badly damaged. I called BJs customer care number on 9/11, and was advised to send pictures, which I did. I began an email correspondence (*******) with a ************* rep who was willing to request a replacement, but he advised me to check the other chairs to make sure there was no additional damage. There was another broken chair, and the others were poorly soldered. I conveyed to the ************* rep that due to the number of defects, I wanted to return the set. He was very nice and helpful. We began an almost daily correspondence regarding the return. (I can provide the long email trail). As I grew more and more frustrated with inaction, I wrote and called over and over. I was finally given a local shipper's number. No answer, no room on voicemail. Then I was given another number for CEVA logistics. On hold forever. And I am getting emails from BJs saying my return window is about to expire! I am extremely frustrated. I have furniture parts on my patio, the boxes have fallen apart from exposure to the elements despite my best efforts to keep them dry, and I have 8 cushions and assorted pieces in my living room which I have been trying to protect from damage! I am frustrated beyond words. And when I tried to leave a 1-star review about the product quality and customer support, I was told my review was not publishable. So much for making informed decisions based on verified reviews! Screening negative reviews is even worse than your support! So disappointing. I just want the stuff gone and my money and sales tax returned. Please help!Business response
10/13/2022
We are working with CEVA to get this item picked up. Once it is picked up, we will work on the refund. Thank youBusiness response
10/25/2022
We are working with CEVA to get this resolved. We appreciate your patience.Initial Complaint
10/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
********************************* charged a premium membership to my account without my permission and has no place on their web or phone app for cancelling membership. They conceal their phone number to a contact form that has to be tracked down and maintain a long wait on hold with delightful features like: 'I want to cancel' You are having trouble logging in?' Repeats do not change it. That is a programmed response to avoid cancellations.Business response
10/13/2022
We are offering the member a $100 Gift Card. We have also opted them out of Easy Renewal so they will not be automatically renewed in the future.Business response
10/26/2022
We are working with *************** to resolve. We appreciate your patience. Thank youCustomer response
10/26/2022
[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
10/14/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
On September 5,2022 I signed up to transfer cell service from ******** to **** at BJs Warehouse. I was promised a better deal and lots of savings for trading in my phones. I paid the taxes on the phones that day in store. I was promised a teachers discount but not told I had to sign up for it. I wasnt told that my first months bill would be really high due to activation fees,etcI was quoted one price and now am being charged differently. I kept receiving texts from the sales girl about activation.Business response
11/02/2022
Spoke to member on 10/31, provided $50 reward for the inconvenience.Customer response
11/04/2022
[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
10/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went in today 10/13/22 to do some grocery shopping at the BJs Club in ********* (#***). While Im the line to pay I saw a massage chair advertised for ******. Called someone at the front to help me load the massage chair. When one of the managers came women dont recall her name. She said that was not the price the original price is ******. I told her that the massage chairs (there were 2) was under the ****** price. I notified her that by law (article ******) it states that this would be considered False Advertising. She then proceeded to call another manager a gentleman by the name of ****, who said he will not sell me the massage chair for ****** but will sell it for ******. That he had never heard of any law of false advertising, in all the years hes been working in retail. I continuously notified him of the law and told him that this is across the board, in any state and in any store. I then proceeded to take pictures to have proof of the massage chairs advertised with the ****** price. At the moment, after I left there were only 3 chairs left. I hope that Someone responds to this complaint and I am able to get the chair at the price that it was advertised ******.Customer response
10/28/2022
I have not heard from the business in response to my complaintBusiness response
11/01/2022
Member is currently on a cruise, will touch base when she returns on 11/7.Initial Complaint
10/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed a grocery order for within 2 hrs/same day delivery on 10/7/22 (order #*********).. At about 7:30pm. I received text messages from the shopper (**************) stating one item was out of stock so it was cancelled and she checked out literally seconds afterwards. I received another text stating the order was on its way and should be arriving by 9:55pm. It would be considered late but I let it go and waited. No delivery was made, no response given when updated ETA was requested, BJS 800# and local store were closed and only the restock night crew was in the local store. The order online never went into in transit status nor delivered status even after I received the text it was on its way. I called at 8:01 am the following day and spent 6+ hours on the phone between BJS customer service and their escalation **** and Instacart who handled the delivery. I was made all sorts of promises of expedited refunds that would be back in my accounts within 48 hours case #*******), then told 3-5 days, **** days, 1-3 days (by escalation rep), back to **** days. Each time I had to speak to someone the days changed. Instacart claimed they never made the purchase and cancelled the order, BJS could clearly see the order was checked out, yet backed up Instacarts claim. As a customer I am not given the choice of what company is used for deliveries. ive called the 800#, the local ****** store, Instacart, sent messages vis FB messenger, emailed, spoke to managers, reps, escalation reps, those who handle social media, etc. I have contacted BJS corporate and left a message for ***** on 10/11/22. I never heard back from her. On that same day I was told by BJS csr, that the order was now updated in their system as delivered, yet I still have no groceries and no refund. I have lost close to $300 due to this fiasco. I do not have money to donate to BJS or anyone else. I need my refund and I need it ASAP.. 7 days later Ive recvd nothing more than empty promises. Order #*********.Customer response
10/28/2022
[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
10/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased the 2 TVs online 9/27 and never received them. I went to the ************ store and worked with Manager that had me pay again for the same items and assured me they would refund me the $1012.78 that I paid online. I have been on the phone fir hours trying to get my money back as promised. I have paid twice for the TVs and they refuse to give me the refund as promised on 10/3.Business response
11/02/2022
Contacted member via phone on 11/1, left a voicemail.Initial Complaint
10/13/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Oct 18, 2021 when I shopped there before my membership expired, my daughter accidentally hit the "auto-renew" button at the register. We immediately went to customer service & had the rep cancel it. She said it happens a lot because of the placement of the button. Got a renew notice in the mail in Sept 2021 but I'd decided not to renew. Never used the card after that membership ended in Oct of 2021. I got another renew notice in the mail at the end of Sept 2022 & I saw that it said my membership was ending on 10/31/2022. Thought it was odd but I threw out the mailer - I hadn't been charged & never used it anyway. Couple days later, BJ's billed my credit card $58.65 for the cost of renewal. Called, spoke to *** named ********, he says they'll cancel it & the money will be refunded in **** days. That didn't happen. Went to call again but checked my cc statement first & I see that now BJ's HAS NOW BILLED ME OVER $117.00! Call again, rep keeps putting me on hold, can't explain except to tell me that he has to report it to their "escalation ****** I asked to speak to a mgr. Transferred me to "escalation mgr" **** (sp?) who tells me I'm being billed for 2021 & 2022 now! Told me that in order to initiate the return of money they took illegally, I would have to respond to an email she would send to me and that it would take up to 13 days after I respond to get my money back. Never got that email. Membership not used all that time & BJ's thinks they are going to make me wait another ***** days before THEY RETURN THE MONEY THEY STOLE FROM ME????? AND LET ME ADD - BJ's WANTS *ME* TO PROVE THAT I WAS CHARGED OVER $117 BEFORE THEY WILL EVEN CONSIDER MY REQUEST FOR REPAYMENT OF THE MONEY THEY TOOK FROM ME. AND THIS WAS AFTER THIS '****' (SP?) PERSON TOLD ME I WAS BEING CHARGED FOR MEMBERSHIP DUES FOR 2021 & 2022!Customer response
10/28/2022
Better Business Bureau:
The complaint was resolved, but not by any action of the company involved. My credit card company refused their request for payment of 2 years of a membership I did not request. I am certain that the company would never have refunded me the funds in any other way. I feel their actions were predatory and illegal: they billed me for something I did not approve and refused to return the funds when I asked them to.
Regards,
***********************
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. ↩
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.