BJ's Wholesale Club Customer Service Issues

I am Monica Ayala, a BJs member since [redacted]. I have a baby at home, so I tried BJs delivery through the app. The shopping process went well, and the delivery was great. However, I discovered I was charged twice for groceries, preventing me from using my credit card for an emergency trip ticket. When I reached out to customer service, they were not helpful and informed me of a hold on a portion of my funds, which was not disclosed beforehand. I am frustrated as I urgently need to purchase tickets and feel this handling of my account is unfair and unacceptable. I am distressed by the lack of resolution and unclear communication from the customer service agent, leaving me stressed and unsure of how to proceed.

To the Customer Service Team, I am writing to express my dissatisfaction with the service I received yesterday while trying to place an online order. My membership ID is [redacted]-4-[redacted]-[redacted]. I needed someone in Fort Lauderdale to pick up my order at the BJ's location at [redacted] NW 9th Avenue. During my interaction with your representatives, I encountered various issues. The first representative made me reorder everything in my cart, causing a significant delay. The second representative identified that my items were set for pickup at the wrong location and assigned the bill incorrectly. When attempting to pay, I experienced a card decline issue and had to contact my bank. I was disappointed by the lack of assistance provided by the third representative, who declined my payment and was unapologetic. Despite being promised a callback from a supervisor, I did not receive one. I felt neglected and frustrated spending hours trying to resolve a simple order. I hope to have this matter resolved promptly. You can reach me at [redacted]. I value your service and look forward to a prompt resolution of this issue. Sincerely, Daphne Flores

I recently made a purchase online for $1,[redacted] and opted for the one-day pass trial offer from BJ's. Unfortunately, I have faced numerous issues and misinformation from both BJ's and the delivery service. Despite contacting customer service, my concerns were not adequately addressed. I am dissatisfied with the experience and will not be making future purchases from BJ's. I cannot trust a company that fails to provide satisfactory service, especially for a significant purchase like this. I will be taking my business elsewhere. Thank you.

I visited the BJ's Chesapeake, VA store on June 18, [redacted], with the intention to purchase a Samsung QLED 50-inch display model priced at $[redacted]. I verified the TV and price before proceeding to the service desk. The lady assisting me initially began processing my order, but later informed me that she couldn't sell me the TV without providing a reason. Upon returning a few hours later, the TV had been removed. When I raised the issue with the manager, he acknowledged that the TV should have been sold to me or a reason for refusal should have been given. Following his recommendation, I contacted the Norfolk store, only to discover that the TVs there were full-priced boxed items, not display models on sale like the one I had seen. I felt unfairly treated and let down by the experience at the Chesapeake store. - Thank you, Terry W.

I recently sent an email, but I'm unsure if it was received. My concern is with the Deli staff. The previous employees were pleasant, but the new young lady and the young African American man are extremely rude. When my 87-year-old Mom placed her order, they overcharged her, totaling almost $5 for 5 items. When I requested to remove some items due to the overcharge, the young lady insisted on charging $1.23 for each slice of ham, which seemed excessive. Additionally, the young man joined in with negative gestures and attitudes. The situation upset my Mom greatly. With 30 years of retail management experience, I believe they require retraining. I hope this issue is addressed promptly. The Hyannis, MA location is significant to our community, and their behavior negatively impacted our visit. Thank you, Deborah R.

My father and I visited the deli section at BJ's for half a pound of buffalo cheese. Despite the empty area and no customers, we were overlooked for service. I, an African American male, noticed the staff prioritizing a white female over me. After a frustrating interaction, we left and later spoke to the meat manager who seemed disinterested. The head manager eventually offered us the products for free, but the experience left me feeling dehumanized. I seek a simple apology from the meat manager and deli staff, nothing more. The store is in Rochester, NY, at [redacted] Bellwood Dr #[redacted].

I am interested in purchasing the Royal HD Wireless Backup camera. Unfortunately, I visited two BJ's stores without success. I am having trouble signing in online as my password is being rejected, and I cannot find a way to change it. My wife, H.S., is a member with the number [redacted]1. Our address is [redacted] Coral Lakes Drive, Boynton Beach, FL [redacted]. You can reach her at [redacted] (cell) or [redacted] (home). Please contact her to assist with ordering the backup camera. I am willing to log in again, but I am unsure how to proceed. As a senior citizen with limited computer experience, I appreciate your help.

I purchased two recliner sofas from BJS online, opting for store pick up since no delivery was available. After receiving an email notifying me that my order was ready for pick up, I traveled from Wayne, PA to the store in Mapleshade, NJ, approximately 30 miles away. I requested a four-day hold due to high demand, which was initially denied but later granted. On the fourth day, I rented a UHaul to collect my order, only to discover upon arrival that one of the sofas had been mistakenly sold, leaving only one available. This unexpected turn of events was disappointing, especially after incurring $[redacted] for the UHaul rental.

I bought a Samsung Tab S6 Lite with Protection Plus Insurance on 12/18/20 at BJ's in Yorktown Heights, NY. After 8 months, the screen cracked, affecting the pen's accuracy. BJ's Asurion had me send the device for repair but couldn't find the necessary parts. Despite the parts being available online, I was offered a lesser replacement device. When I refused and requested my device back, I was informed it couldn't be returned. They offered a reimbursement of $[redacted].99 for a device that currently costs $[redacted].99. I asked to speak to a manager but haven't received a call in the last 3 months, and the case remains unresolved.

I recently received a $2 coupon for Auricchio 24 Month Reggiano cheese and decided to purchase it online from BJ's since it wasn't available in-store. Despite being reassured they had it, I was disappointed to discover they only had Bel Giorno instead. I understand supply chain challenges but wonder why the item is listed as available. Additionally, there seem to be no supply chain issues on the East Coast and the cheese is easily found on Amazon. I simply want my Auricchio cheese as advertised.

I recently experienced significant issues when purchasing TurboTax from your Garden City (GC) store on 1/26/22. The product was difficult to locate on the sales floor and was eventually found in a locked cage by Customer Service. I bought a CD version assuming it could also be downloaded, but my new laptop lacks a CD slot. After struggling to download the program, I sought help from a TurboTax Expert who mistakenly advised me that my laptop lacked a hard drive. The first expert promised to call back but never did, and I encountered a non-existent phone number for TurboTax. Another expert suggested returning the item for a new one. When I returned the product on 1/27/22, I faced challenges as the Store Manager was unavailable. I eventually received a refund after explaining my situation. The overall recommendation was to return the software and purchase a new one, but multiple issues made the experience frustrating and time-consuming.

Last February, I purchased a 4-pound jar of jelly beans from your site. I received my initial order without issue. However, I am now receiving additional orders without my authorization and being billed on my credit card. It seems these orders are processed through Amazon Prime, and I am not interested in any further products from your company. Please refrain from sending me any additional items in the future. For communication, please reach out to me via email at [redacted] I want to inform you that I will be contacting my credit card company to prevent any future payments to either your company or Amazon Prime. I will dispute any unauthorized charges moving forward.

On Saturday, March 5th, I accompanied my elderly neighbor to shop at BJ's in Lansing, Michigan on Saginaw Highway. It was my first time shopping there, and I was considering getting a membership. However, during my visit, I observed an employee named Jenna, though I am unsure of her last name, outside smoking from a Dab pen while possibly collecting carts. This happened before noon, and she was overheard questioning why people were shopping at BJ's on a nice day. She also complained about working alone without breaks due to the manager. This behavior is unacceptable, especially since it was the second time my neighbor encountered this employee smoking from a weed pen. I attempted to contact customer service to report this incident but had difficulty reaching a representative. While it's positive to see younger individuals working, it is crucial for employees to uphold a professional, drug-free environment to represent the business appropriately. Management should address this issue with the employee promptly to prevent future occurrences. Thank you.

Yesterday, in your Rochester New York store in Greece, I had a very upsetting experience. I waited 15 minutes for a price check on an unlabeled purchase, an oven stuffer chicken. The manager sent an employee to weigh it, but when she returned with numbers, my cashier got it wrong. The same employee had to be called back multiple times. As I was dealing with the recent loss of a family member, the lack of communication and empathy from the cashier compounded my distress. I felt like an inconvenience to your staff, who appeared indifferent and focused solely on their paycheck rather than customer service.

I am still waiting for one of your customer service representatives to contact me regarding a special $25.00 membership promotion. I called a few days ago about a promo that some of my friends received through a mail coupon. Although I was a former member and enjoyed BJ's deli and produce section, I chose not to renew my membership due to the poorly managed Hamilton Marketplace store in Hamilton, NJ, and the unhelpful store manager. Our friends recently rejoined using a $25.00 promo code they received. I called in to inquire and was assured someone would contact me within 2 days, but I have not heard anything yet. Please reach out to me through email at [redacted] or call me at [redacted] with the promo code so I can rejoin at the discounted price. Thank you, Antoinette.

On January 10, [redacted], I visited the BJs store in Cutler Bay, Florida, to renew my membership card. Even though I paid $[redacted].00 to renew, I also applied for a BJs Perks Mastercard, paying an additional $[redacted].00. I was told the card would arrive in 7-10 days, but it never came. On 2-23-22, concerned it was lost, I canceled it over the phone. However, I received a bill for $[redacted].00 despite already paying. Upon calling, they mentioned an investigation by Comenity Bank, requesting payment proofs. I mailed the necessary documents on 5-19-22. Although I received a $2.38 check from Comenity Bank, the issue persists, and I now owe $[redacted].51 by 9-27-22. I have visited the store and contacted both BJs and Comenity Bank multiple times, but the problem lingers. I have received partial cash reimbursement and a store card, but the matter remains unresolved. If not, legal action might be necessary.

Hello, I am interested in purchasing a patio set that was originally priced at $[redacted] but was on sale for $[redacted].98 in blue color. Unfortunately, I encountered a system error which prevented me from placing the order. When I tried to reorder later that day, the item was out of stock. Despite attempting to contact customer service a few times with no success, I have now found the same set available in beige at its original price, which aligns with the sale price I had initially intended to pay for the blue set. I am hoping to be able to purchase the beige set at the sale price of $[redacted].98, considering the system issue I experienced. The item number I am interested in is #[redacted]. I would appreciate assistance in resolving this matter. Thank you.

I visited the BJ's Wholesale Club located at [redacted] Ritchie Station Court in Capitol Heights, MD. I utilized the self-checkout to process two separate Instacart orders, each containing 11 items. Takiesha, an employee, approached my partner and me with a rude attitude, instructing us to use the cashier next time due to having over 15 items. Interestingly, two other customers, who were African American and had over 15 items, were not given the same directive. As Latinos, we felt racially discriminated against, which was very disappointing considering the convenience and affordability we observed at BJ's. We had considered getting a membership but are now deterred by this experience. We plan to share our negative encounter with friends and family, urging them not to visit this specific location. It's essential for BJ's to either provide better training for employees or avoid hiring workers with discriminatory behaviors.

In December, I contacted BJ's to inform them that I was traveling to Florida for four months and needed to update my records on their website. Additionally, I discovered an error in the spelling of my name on my credit card when it was rejected while paying the USPS mail forwarding fee. The name was written as "ROBERTA 0 LEARY" instead of the correct spelling. I requested a new credit card with the accurate information but was instructed to submit the request in writing. I found it frustrating that I had to deal with correcting their mistake, especially as I was getting ready to move to Florida. Just before my departure, another credit card company promptly sent me a corrected card, which was crucial given my imminent relocation. Despite my efforts to resolve the issue with BJ's customer service, I encountered access denials when attempting to use my BJ's Comenity Mastercard at the gas pump and cash register, causing further inconvenience.

I made a purchase from your store on March 11, [redacted], but some items are missing from my order. These items include 1 lb of Kale Greens, [redacted] ct of Stevia In The Raw Zero-Calorie Sweetener, 8 oz of Wellsley Farms Smoked Sockeye Salmon, 15 oz of Wellsley Farms Norwegian Salmon Portions, 16 ct of Crystal Light Iced Tea Sticks, 1 lb of Spice World Peeled Garlic, 4 ct of Mixed Peppers, 4 ct of Wellsley Farms Green Peppers, 2 lbs of Eat Smart Broccoli Florets, 2.5 lbs of Wellsley Farms Celery Sticks, 16 oz of Wellsley Farms Organic Baby Spinach, and 3 ct of Wellsley Farms Cucumber. I was informed that a refund would be issued, but I haven't received it yet. Despite reaching out to your store and DoorDash, no resolution has been provided. Please expedite my refund and update me accordingly. It's frustrating having to continually follow up on this matter.