BJ's Wholesale Club
Reviews and Complaints

After purchasing a one-day membership pass, I ordered 15 items via bjs.com. When I received shipment, (2 shipment boxes total); continued below...
1 of such shipment boxes contained 4 items, which were correct items in accordance to actual purchase. That box also contained a packing slip, which correctly listed items in that box. The second box, contained a packing slip which correctly listed the remaining items I had actually ordered, however it did not contain a single item which was correct. It had 2 large bags of Starbucks ground coffee, a box of bathroom mouth rinse cups, a bag of chinet plastic cups and a large bag of flour. I called BJ's customer service line on 4 occasions, each time was told the same thing, which is that the person recording my complaint/issue was to bring it to the attention of dept. whom made decisions regarding such; and was told the 'status' level of my file would be raised so that I could expect a response of some sorts within a 72 hour period. About 72 hours after the final time I had reached out to their customer service dept. I got a voicemail from one their representatives stating that in order for me to get $120 (the total cost of items not actually received) refunded to me, I would need to contact my personal bank and dispute the charge?! Outrageous, the charge was legitimate, I made it, my bank has no involvement in this matter in concerns to correcting such whatsoever. Its absolutely ridiculous to even suggest they could plausible believe it would possible for me to get monies returned via my bank by disputing the charge! Ha. Mind you, this response was after 4 attempts to resolve with BJs, and that a month has gone by since I made the first call to them in concerns to this issue.

Kelly Preston - membership #[protected]

On 5/24/20 I placed an order for an outdoor dining set (order #[protected]) in the amount of $695.99. I received an email from BJ's customer service that, due to shipping delays, I would not receive this item until mid-July. On June 12th I canceled the order as I did not want to wait and wanted the item much sooner (attached is BJ's confirmation email of my cancellation of the order). On July 13th, more than month after I had canceled the order and BJ's had confirmed my cancellation request, I received an email from BJ's (attached) that the order had been shipped. I called BJ's customer service on that date to inquire about the mix up and was told that, when the product was delivered, to call BJ's customer service and request that the item be picked up (as the item is large and heavy and I could not handle returning it to the store due to the weight/size). On July 27th the item was delivered and I called BJ's to request pickup (was on hold waiting for customer service for more than 1/2 hour due to long call waits). When I spoke to the customer service representative I was told that the item, which is large and sitting in my driveway in my way, would be picked up within 2-3 business days. 7 business days later on 8/2/20 I called BJ's customer service again (waiting on hold to speak to someone over half an hour again). This time they said for me to contact the manufacturer of the product myself and that they would also put in another request to have the product picked up. I sent an email to the manufacturer on 8/4/20 (attached) and have not received a reply nor was the item picked up due to a request from BJ's. Since then I have been trying to protect this item from weather/rain and have had it in my driveway in my way. I contacted BJ's again via chat on 8/4/20 (chat transcript attached) and expressed my frustration and requested that I speak with a supervisor. I was told that a supervisor would contact me in 3-5 business days. As of today on 8/11/20 the items have not been picked up, a supervisor has not called me, the issue has not been resolved, and there is still a charge for $695.99 on my card which I requested to be removed but has to be. I am extremely unsatisfied with the customer service I have received as a BJ's member, how long I have spent waiting on hold/communicating with customer service, that my issue has been ignored by management after I requested to speak with management, and that it is still unresolved.

At bjs in valley stream my aunt who is 67 and myself 22, were trying to return pants and renew membership for 25$. The representative name was de'jessica and she was very rude to us, her harsh tone was far from customer friendly and on top of it she refused to give us the discount and explain why, she had headphones in please do better and reprimand her for being so rude to me and my elderly aunt. Wouldn't even give us the time of day worst experience ever and the manager Tameka was no help

To whom it may concern,
On April 30, 2020 I Tarik Farag member # [protected] ordered item #
226049 which consisted of Stratford 5Pc Dining set for $399.00 and item # 226095 Windsor bedroom set $1099.00 both items were on sale. Today May 7, 2020 I called and spoke to Bjs customer service representative Edwin and your affilitated bank refrence # 4061 after I was told that the charge was never authorized. I also received an email today informing me my order was cancelled and if I wish to purchase the items to reorder them. Items ordered previously are now at regular price, and dining room is out of stock.
Who and why authorized to cancel my order especially as I called Bjs customer service three days ago after holding on the phone for over two hours as Bjs replied your order is being processed.
I would like this concern refered to the ceo Lee Delaney, as well as have my requested furnitured delivered to my residence as soon as possible as requested. Im completely disquested with the unprofessional hold time and the misleading information I have been provided by your employees.
I look forward to a quick response asI had sold my old bedroom set awaiting the one I ordered from you.
Tarik Farag
[protected]

I recently visited BJ's Wholesale Club on Capital BLVD in Raleigh, NC, They do no require patrons to wear Face Masks, As a result, over half of the patrons were NOT wearing masks, Also most of them ignored the proximity requirements.

I have already posted this on Facebook and sent this complaint to [protected]@bjs.com with no response from her/him.

On 4/25/2020 I Went to the Auburn Maine Bj's club. I had to pick up a few things, and My gram was with me. She is 97 with dementia. I am her primary care giver, so despite there a stay order, I brought her with me as she can not stay by herself. She, of course, was wearing PPE. She told me she had to use the ladies room, and I brought her. I did not go in with her as I explained that was not appropriate. Again she is 97 and has dementia, so that did register with her. I explained that I could not go in, but I could go to get help, she was not comfortable with that so I quickly went to see how I could help. She had locked herself in the stall and could bot get out, I explained I would go get someone. This is when things got sour. I was yelled at by a customer calling me a pervert and I had to explain what I was doing in the ladies room, she didn't care and threatened to call the police. I left and went to get help, on the way back I was told by yet another customer that I should be assumed for leaving my gram by herself. At this time My gram was crying and yelling because she was scared an confused. The help I got was from a manager, I did not get a name. She told me that "Yes this is a ladies room and people are trying to use it you should be outside" The tone of her voice was that of "you really should know better" I felt embarrassed and ashamed. Not only because of the other customers that had no clue what was going on but because the manager never thought to ask who she could help and instead made me feel in the wrong for being there in the first place. On the way out she told me I should know better for having my gram out in this COVID 19. As I mentioned my gram is 97 and im here primary care giver, I cant leave her by herself. For anyone to pass judgment on me is very unsettling, and for a member of management to do is unacceptable. The manager at the very least could have apologized and asked for clarification to get a better understanding of the situation. I have been a member since 2007. I've also been in the customer service filed for over 20 years so I know how to take care of people and I certainly would not assume to pass judgment. I may never go back to that location out of shear embarrassment. Shame of the two ladies that assumed me to be some bad guy, but more to the point shame on management for not asking more questions or showing empathy.

Sincerely
Eric Bilodeau
Member # [protected]

New BJ's member. Ordered two home security items, order processed and within 10 minutes BJ's cancels the order:

"Thank you for your recent BJs.com order.

Unfortunately, we were unable to verify your payment information. For your security and protection, your order has therefore been cancelled.

We apologize for the inconvenience.

Best regards, "

Tried to re-order four times, call my credit card folks - told it was a problem on BJ's end...

Tried a second credit card, PayPal with first credit card, PayPal direct to my checking account, all cancelled...

On my fourth day of calling on-line sales [protected]) - placed on hold, cannot get a human to answer the phone...

Also, two emails to BJ's - "we will answer within 72 hrs"... no answer yet...

What a disaster trying to order something from them - "chinese virus" or not...

1. I sent the check No 2020 on 01.02.2020, but almost a month later I realized that Comenity did not process it.
I had to cancel the check ($ 28.00) and I sent another check No 2028 on 01.28.2020. Since I see that the problem of lost check is frequently, please consider the solution of working with another bank, or creating the possibility of paying the credit cards by check direct in the store as usual.
2. In order to make an online payment the client must use a certain browser and the suggested ones are insecure and irrelevant. As long as the client cannot use a VPN, any online communication is unsafe. Suggest the bank to find another way to limit the chances of fraud.
3. Since the problems are related to the bank, you have two ways: to change the bank, or lose the clients.

To Whom It May Concern

I have tried numerous times to contact you by telephone to discuss necessary changes that we had to make to this itinerary. We needed to leave Star Inn 6 days early due to the corona virus closures in Biloxi Ms.

The Star Inn agreed to only invoice for 4 nights (3/16, 3/17, 3/18, 3/19) of the ten stay reservation. Star Inn then told us to contact BJ's Travel to receive monetary credit due us for the unused portion of the trip.

Please advise how best to handle a resolve whether it be via email or telephone.

Thank You

William Sobalsky

Member # [protected]

email [protected]@aol.com

tel 323.205..8651

-----Original Message-----
From: bsobalsky
To: bsobalsky
Sent: Mon, Mar 9, 2020 11:28 am
Subject: Fwd: BJs travel confirmation - Mar 16 - (Itinerary # [protected])

Hello,

I am hereby complaining about BJs Travel customer service. We booked a all inclusive resort vacation middle of Dec. 2019. With the current coronavirus situation, I am trying to reach and have our airline timing changed. United Airlines approved a one time no charge change for all customer but cannot change it for me. So, Bjs Travel Agent will need to do it. I TRIED over 10 TIMES, the phone get me waiting and automatically hangs up my phone sometimes after over 2 HOURS of waiting! it is the most frustrating experience I have had with any customer services in my life! We are scheduled to fly on April 2nd, 2020. I need someone to take this of this so I don't loose over $2500. Otherwise, I need to ask Bjs Travel to refund me my money! Someone pls get back to me at 703-[protected] as soon as possible.

Thanks,
Sat

I have received notice that my membership is due. I paid to renew it on Nov 29 2019 it shows on my charge card No5358782022202972. Why am I being told that I owe already again? My name is Donna Edwards phone no is [protected]. Can you please tell me why? When I signed up it was for the new one in Clearwater Fla and I was told it would be for 18 months because the store was not opened yet . I did not get that period of time now 4 months later I'm being charged again