BJ's Wholesale Club
Reviews and Complaints

I purchased a mattress from BJ's.com on 3/26/22, which was delivered on 4/15/22. I contacted Customer Service to get the mattress returned. It was very uncomfortable, felt hard as a floor, and I was waking up with neck and back pain. After contacting Customer Service a total of 5 times and two returns initiated for the mattress, I still have the mattress and the customer Service seems to be useless. The 2nd return which was initiated by the 5th customer service agent sent a UPS label to ship the mattress back, however, it has to be picked up by a carrier, the same way it was delivered. I am a disabled veteran, and recently home from a heart attack.

I was not given any paperwork at the delivery, and have no proof that I received the mattress, and it had no protective wrapping or anything. I don't even know if it was a new or pre-owned mattress. BJ's Customer Service is telling me that it has to be returned with the original packaging, which I never received. BJ's doesn't want to return this mattress and I can't return something I never received. I requested to speak with a supervisor and that never took place.

May 2nd, BJs in Conshohocken, PA, associate “Maggie”: I was in line at self checkout trying to get in and out as fast as I could since there was a long line of shoppers behind me. I scanned a package of Hanes socks that said needed to be verified so I had to wait for an associate. When the assistance light first came on, I saw (I think the manager) an employee turn around and walk upstairs without batting an eye. No1 else was around to help. I just needed it verified/ cleared so I could continue scanning. 5 minutes go by and I’m finally able to summon over an employee (Maggie) who was miserable that I asked for her help. I told her what was wrong and she starts talking down to me like I’m stupid and telling me I had to clear off the end of the scanning area bc it was too full. I said “oh I am here all the time, I know. I’ll clear it.” And she goes, “oh you know everything then you got this!” And walks away without clearing the socks. There was a long line behind me still. I had to pull someone from customer service who had his hands full with other customers just to clear it. This employee was very sympathetic and helpful and said he knows all about Maggie’s attitude problem. Then I proceeded to finish scanning and I see Maggie go by talking about me to the same employee that went upstairs instead of helping to clear my socks. I heard “yeah and then she asked my name. I hope she figured it out. Haha”. It was clear she was trying to clear her name to a higher up. That employee never even came over and spoke to me let alone did I get an apology. Maggie should not be working in customer service. Neither should that manager.

i nevered received my order except for 1 item never got a telephone call or knock at the door

Today 4/29/22 after spending over $125 to redeem several special BJ's bonus promotions, my BJ's Perks Mastercard was declined at checkout, with no prior warning, and no reason given. I pay off this credit card total every month, so I was stunned and held up the checkout line by repeatedly trying to use it again. I also lost the 10 cents a gallon bonus when buying their gas subsequent, because I was forced to use another credit card. There is no way to inquire or resolve any credit card issues in the store, so I had to wait until I was home, and called the Mastercard credit card phone number.

I was told that my credit card was placed "on hold" because I had used it on 4/27 to purchase online a $699 refrigerator from Lowe's, in an emergency when my 40-year-old current GE appliance had stopped working. But I was given NO notice of this, despite they're telling me I "should have received an email, text, or phone call message" - which is what my other credit cards would have done - instantly, until I had verified that it was me making a legitimate purchase. They then took my credit card off of hold, but I went back and double-checked my recent emails, phone calls, and texts to confirm my claim that I was never warned. Their lack of warning me was infuriating, as finding this out while trying to checkout at a crowded BJ's was the last thing I needed that day, and I wanted to warn others to be aware!

If I could have given them no stars I would have, I called customer service (March 2022) to inquire about purchasing an online item and it would not ship to store and they only carried a smaller size at the store. I asked if they ever have any promotions or coupons for free shipping and they said they could not tell me?! I said Ok I ordered what I wanted and paid 99$ for shipping not even a week later the same item showed up as free shipping! I called customer service numerous times and "cases" opened via email unfortunately the communication barrier with every customer agent who answered either could not understand you or vise versa! Long hold times sometimes over 50 minutes each call and I called 7 times. So finally I speak to someone who can understand me so he tells me to call Metro (the shipping company) they will reimburse the shipping. So, I call then call them. Metro tells me they can't reimburse any fees BJ's has to since my payment (Item & shipping) was paid to BJ's. So, Once again I call BJ's customer service number and 32 minutes later I speak to Shawn and he tells me he can't reimburse the shipping I have to call Metro. Needless to say I had to go through I just spoke to them and they told me to call you. (As they both point fingers at each other) Shawn finally tells me he can't reimburse my shipping because it wasn't free shipping at time of purchase. I said ok. I'll cancel my order because I didn't receive it yet and will reorder. HE said you can but you won't be refunded for any of your purchase! WHAT? I just spent 1700$ and you are telling me I will lose that if I cancel? I said do you have a supervisor I can speak to? He said I can give you the Corporate email! I find it hard to believe they don't have a contact to corporate! TERRIBLE CUSTOMER SERVICE DO NOT BUY ANYTHING ONLINE. I WILL MAKE IT A POINT TO TELL EVERYONE I KNOW TO NOT BUY OR GET A MEMBERSHIP FROM BJ's. Thanks for the runaround BJ's! Pittsburgh PA

A couple of months ago bought pair of B & J canvas type jeans. Yesterday I put them on and the canvas type cloth has shredded by the crotch near the bottom where the zipper is. 38 x 30 mens light tan or beige color. What happened? Probably wore them 6 times and washed 7 times. Can you replace or refund. Pants are unwearable now. BJS Utica, NY

Renee k during covid taking advantage of customers by auto renewals never signed up for. I had never such fraud and unethical business tactics in my life and I am a senior... Can call [protected]

Discover credit card no better will not credit sides with scams of big corporations, never go to bj's and stay away from discover barclays bank!

All I can say is we were there before place closed guy working needs an attitude adjustment as rude as he was. I was back away from where they roped things off want 6 yet and his attitude was we r closed and I said was just looking. He said u have to leave come back we open at 9. I was just reading prices and just looking wasn’t even by the frames. He continues to tell me I have to leave we r closed. I finally said u still have 5 mins and just checking prices and looking as he roped everything off and I wasn’t even near where he was putting up the rope. Let me tell u be a cold day in hell before I go back there to even look or buy glasses i’ll pay for better service than I got there. I have worked in retail my whole life he needs to get his sick out of his [censored].

This is the fourth time I have gone to BJ's with either coupons or the sale booklet only to find that the items are not available. This time I went into my Port Charlotte store looking for items 196321 (Suncast 70 cu-ft horizontal shed). I was also interested in item 239912 (Suncast 54-cu-ft shed.) No one at the store could tell me availability and putting item numbers on website resulted in no item found. Why does Bj's continue to send out fliers with coupons when the items seem to be unavailable? Is item 196321 going to be available? I would like a reply.

I am unable to get Greek yogurt at the BJs in Rotterdam, NY. It has been 2 weeks. I asked at the service desk but they did not know why. Last Saturday, I went to the BJs in Albany, NY and they had Chobani yogurt. There has not been Chobani or BJs brand of the large containers of Greek yogurt at the BJs in Rotterdam.

I went to club#386 for the first time. HORRRIBLE HORRIBLE service starting with the manager. Being that it's a new store you would think the best of the best would be working there and this is not the case. I spend at least two thousand a month a BJS for a few years now and I've never been treated so poorly and single out by so many employees. This store is very very poorly ran. I can be contacted by email at [protected]@gmail.com or by phone at [protected]. I will be sure to continue to let everyone know what to expect when entering this store!

I have been a member since 2016. I recently applied for a BJ’s credit card so that I could take advantage of their advertised 10c per gallon savings on gasoline. I also had planned to use the card when making grocery purchases. Yesterday I received a letter from Comenity Bank which handles the BJ’s credit card. My application was denied, stating the reason being, “not enough balance paid down over time in revolving accounts”. The letter also stated, “your credit score as of Mar 12, 2022 : 846”. I attempted to contact Comenity Bank several times and was finally advised to contact the credit bureau……

I also contacted BJ’s customer care department was told the same thing!

I am left with no other option but to take my business elsewhere.

Amazing how one is penalized in this day and age for having excellent credit!

Got a case of water today and the water smells terrible

3/16/22 11:35am. I wanted to order tires and set up appt as when at tire place the men were too busy, I was patient ( only had one person they were helping) and suggested I order online and sched appointment. I was trying to call the club to see how long for tires to order to sched appt, the phone automated and hold was a mess, then i hung up after 9 minutes. There is a lot of other places to go, so I am done with runaround. I work very hard for my money and my time is precious, just wanted service.

The customer service at the Madison Heights, MI is not good. My husband and I have been in store, a number of times and the Optical Department is always roped off. I call and there is no answer - ever. I called today (Sunday) and was told they were open and I said no one answers the phone and did I need an appointment since no one is ever there. She said no, it is staffed every day, but if it is roped off it is because they are in the back doing examinations. I asked to speak to someone there and she put me on hold for 10 minutes, another customer service rep picked up and told me they are closed.

So, I am no longer interested in getting my glasses through BJ's, in fact I am no longer interested in being your customer. Any company that makes it this difficult to address something this easy, must have many customer services complaints and an inadequately trained staff to address it.

Sorry we bothered you to ever become a customer/member.

I was so embarrased this cookie cake was for a Birthday, and it tasted like card board and was STALE! this was in Fredericksburg VA on 3/8/22 4:00

3985 PLANK ROAD

FREDERICKSBURG,VA

[protected]

CLUB 69

3/8/22

We are members of BJ,s club located in Burlington N.C. Our customer number [protected]. We are happy to be members of this club. We left another wholesale club to join BJ,s. However when we made a furniture purchase that included a 3 piece recliner set a couch, a loveseat, and a recliner it was missing arms on the couch. We made the online purchase in November 2021 (order number [protected]). When the items were delivered and set up by the delivery company. They made us aware that the recliner couch was missing two arms that fit on the left and right sides of the couch. We immediately called to let the company and spoke to Matthew to explain the problem. We asked him if we needed to return the set before the delivery company left. He stated, ‘no.’ He took the information and told us that someone would get in contact with us within 24 48 hours. We waited a few days and no one called us. We called back on 11/17/2021 and were informed that nothing was in the system but Noemi would properly escalate the case and we should get a response within 24-48 hours. We were given reference number 4934892. We called back on 11/23, 11/25, 12/2, 12/21. Each time we were told that it was being handled that wings would be sent or a replacement would be sent. While waiting on a follow-up call or email, we noticed that the couch recliner was not properly reclining as it gets stuck. Note, this is on the left side where one of the arms is missing. Throughout all of these calls made, no one has reached out to me by phone or email which we were also told we would receive On 1/10/22, we spoke to Arni and he went as far as to say did we check the compartment under the chair for the missing arm. The sofas were delivered and set up by a company hired by BJ’s and it was not our responsibility to look for missing parts. At that point, I requested for the entire set to be picked up. Since then, I responded to an email for feedback on my experience. Ironically, someone called to see if it had been resolved. After indicating that nothing had been done, she even told me someone would call us back. I have also joined the Insider Community. In addition, I reached out to my local store and spoke to Jocelyn (store manager) and she informed me that we could return to the store. Easier said than done as we would have to rent a truck and hire someone to assist with the return. As a loyal customer of BJ’s, this is not our responsibility.

As of today, 2/27/22, nothing has been done. We need some assistance with this matter. We are requesting that the set be picked up immediately and a full refund. In addition, we are requesting free membership as we have been reluctant to renew our membership (expired in January) because of this unresolved matter.

The above information was emailed on 2/27/22 to [protected]@bjs.com and no response. I was given that email address from my local store indicating that that person would handle the matter.

Unfortunately, as of today 3/8/2022, I have not heard from anyone. I have called the corporate office but it refers me back to this customer service line. This is the number I have been calling since November and no resolution. Please contact me ASAP [protected].