BJ's Wholesale Club Customer Service Issues

I had a frustrating experience with my Bj’s credit card regarding a charge. Initially met with difficulty, I eventually spoke to a helpful Customer Service representative who cancelled the charge but later informed me of a lengthy investigation. Another incident at Talbots involved embarrassment due to a comment made at the store. Despite ordering a jacket which arrived wrinkled, I received no notification as promised. Unfortunately, interactions with Customer Service at Comenity, Talbots, and Bj’s were unpleasant, with most representatives being rude and hanging up on me. Only one person at Bj’s provided good service. Due to these issues, I have decided to cancel my Bj’s and Talbots credit cards. I am disappointed with the lack of professionalism at Comenity and will avoid any credit cards associated with them in the future.

I was charged twice for the same transaction! I recently opened a new BJ's account and purchased a $65 card, which included a free ticket. The amounts of $70.77 and $[redacted].85 were initially deducted from my bank account for a purchase authorization at BJ's Wholesale Club for grocery products. However, a total of $[redacted].97 was later withdrawn for a purchase authorization at the same club. I believe I was mistakenly charged twice - $70.77 and $[redacted].97. I kindly request an explanation via email and a refund of the duplicated charges to my bank account. Thank you, Denis R.

Since becoming a member in [redacted], I am currently dissatisfied. I recently made a purchase to qualify for a $10 e-gift card, spending over $30. Despite submitting the necessary information three times, I received emails requesting a receipt, stating that same-day store pick-up is excluded. This surprised me, as I had to go to the store regardless to pick up my order. Attempting to return the items in-store proved unsuccessful. After waiting 3 and a half hours on hold with customer service, no assistance was provided due to a conference call. This level of service disappoints me greatly, as a loyal and frugal customer who spends thousands annually. I feel undervalued and inconvenienced. Requesting compensation for the hassle and contemplating membership cancellation. My membership number is [redacted]-4-[redacted]-[redacted]. Encountering prolonged hold times again today, I am reaching out for assistance through texts and calls, finding the situation frustrating and unacceptable. -D.D.

We recently renewed our annual BJs membership in January [redacted], right before the covid-19 quarantine began. Despite being retired, we shopped at BJs once in-store and once online during the free shipping promotion. Since we live over an hour away from the Newnan, Ga store, we're uncomfortable shopping in person and hesitant about online orders for store pickup due to uncertainty. Home delivery is costly unless there's free shipping like before. We're wondering if BJs will extend our membership as we've been unable to utilize it during these unprecedented times. We've been loyal members since your McDonough, Ga store opened and we now frequent the Newnan location. We kindly ask for a one-year extension on our membership and eagerly look forward to returning to BJs when it's safe to do so. We appreciate the savings and the wonderful staff at our store. Thank you, Linda & James A.

Please address the issue with order number [redacted]39 promptly. It has been unresolved for 22 days. Some items were received at my address, but others were not. The UPS tracking number 1Z7E[redacted][redacted] indicates that some goods are damaged and undelivered. Please refund my payment to [redacted] account. Additionally, I did not receive two membership cards from the same order, so I request a cancellation and refund for those as well. I am eager for a swift resolution as I have only received one brief response from your team in past communications promising a quick resolution. Your immediate attention to this matter would be greatly appreciated.

Hello! On May 9th, I visited BJ's in Stroudsburg, PA. While checking out, the attendant informed me that my card had expired. I couldn't afford the renewal fee at that moment, so I requested a one-time courtesy extension until this Friday, the 15th. Unfortunately, the attendant was quite loud and abrupt in informing me that no such courtesy could be granted in a wholesale club, and I was promptly charged the 20 percent renewal fee. It was an embarrassing experience as everyone in line overheard. I kindly ask for better training for your employees in handling customer issues with professionalism. Respect should be given, regardless of financial circumstances. Thank you for your attention. - Michael S., US Airforce Veteran.

Last year, my membership expired in June, but on August 1st, I renewed for a year. Now, you are stating my membership will end in June this year. I firmly believe it should expire on August 1st, and I intend to renew it only on that date since it should then end on July 31st. I feel like I am being charged for a full year yet receiving only ten months of membership benefits. Can this be rectified promptly? - Michael P.

After renewing my membership at BJ's Wholesale Club in Flemington, NJ, I have been shopping there for a few weeks. Due to being in a high-risk group, I feel safer shopping there. However, I have observed some concerning behaviors: 1. Employees are friendly but often do not adhere to the 6' social distancing recommendation. 2. Some employees lower their masks completely when speaking. 3. Employees at times wear masks below their noses. 4. Some employees touch their faces or masks without washing hands before handling items. 5. One employee wears the mask very loosely. Customers also display similar behaviors, which is worrying. It is crucial for the safety of employees and customers that BJ's staff follow proper mask-wearing, social distancing, and hygiene practices. I appreciate BJ's efforts to promote health and safety during these times. Stay safe!

My wife purchased a 55-inch TV for me, but UPS delivered it damaged. I already initiated case number [redacted], and the representative's only remedy was to arrange a UPS pickup for the return as the TV is out of stock. I had higher expectations of BJs. As a loyal customer, I believe that the company should be able to replace the TV with an equivalent or superior model due to the circumstances surrounding the damaged delivery. I am still hoping to receive a replacement TV.

Today, I visited BJ’s in Madison Heights, MI. Due to a medical condition, I cannot wear a mask. I informed the staff member at the entrance who allowed me inside. Later, a male and a female manager approached me and insisted I wear a mask, asking for medical proof. I explained that it's illegal to request that. They threatened not to let me check out unless I provided documentation, which goes against Michigan's mask mandate exceptions for medical reasons. This situation violates HIPAA and ADA laws. The female manager was possibly named Jessica. I hope to receive a response regarding this issue to avoid filing a complaint.

I am interested in purchasing the Turanza QuietTrack tires, but unfortunately, all BJ's Tire centers near me in Fredericksburg, VA; Woodbridge, VA; Waldorf, MD; Mechanicsville, VA; and Pasadena, MD are currently out of stock. Despite living 45 minutes away from the closest BJ's Tire center, I am unable to place an order online, and the phone agents at BJ's wholesale were unable to assist over the phone. Driving that distance to place the order and then returning for the installation a few days later is inconvenient. I suggest BJ's consider enabling online tire orders that can prompt the system to place the order and notify customers via phone call, text, or email when the product is available. The Turanza QuietTrack tires I am interested in are in the size [redacted]/60R16, Article ID: [redacted], Manufacturer Code: [redacted], priced at $[redacted].99 per tire.

Good afternoon. I was surprised to see a charge on my VISA credit card ending in [redacted] on July 1st. The charge appears under Robert P. Mallen for an e-book purchased online in Dec. [redacted], potentially related to joining BJ's Wholesale Club. The charge was $55, and the phone numbers associated with it are [redacted] and [redacted]. I have been trying to reach out to these numbers from Caracas, Venezuela, but I keep getting a busy signal. I kindly request assistance in addressing this matter in good faith, as I am unsure if this charge was a mistake or not.

I have a concern about Club#[redacted] Reg:4 constantly rearranging items, causing customers to walk the entire store searching for things. Given the current Covid-19 situation, spending unnecessary time in the store is concerning. The manager's behavior is disappointing. Many elderly customers have voiced their frustration with the frequent changes, considering taking their business elsewhere. The manager's lack of interaction and unfriendliness adds to the negative experience. There is a need to acknowledge the pandemic and minimize customers' time in the store by keeping items in their usual spots. This issue affects not only the elderly but also younger customers rushing to work. Ensuring customer safety should be a top priority for the corporation. Additionally, clearer signs indicating aisle directions would be beneficial.

On September 29, [redacted], I purchased a BJ's Membership Card online to utilize their curbside pickup service while using Instacart. I made two curbside purchases at BJ's in the first two weeks of October. Today, I received an email offer to join for $25 for a 1-year BJ's Inner Circle Membership with Easy Renewal, regularly priced at $55. I am disappointed because I didn't see any discounted offers when I initially bought my membership card online. After making two purchases, I suddenly received this offer. I am hoping to get a refund. The Market Code on the email for the discount is AWRDC1. I look forward to hearing back from someone regarding this matter. Thank you.

On November 21st at Club #[redacted] in East Point, GA, my shopping experience was marred by long check-out lines and a cashier, #[redacted], who seemed distracted. Upon leaving, I realized an item was not scanned. The customer service process was frustrating as they struggled to find the missing item, making me wait and then arbitrarily choosing one for me to repay. The staff's unhelpful and indifferent attitudes compounded the problem. Despite my use of inappropriate language, I believe better customer service training could benefit both patrons and employees in such situations. Best regards, Carla Cary [redacted] Prestley Crossing Lane Douglasville, GA [redacted]

My spouse and I visited Club [redacted] today after receiving a coupon catalog in the mail. The catalog promised a free Butterball turkey if we bought four specific items. We selected the products but were not given credit for the turkey at checkout. The cashier was polite and guided us to customer service, where an employee stated we needed to present the coupon. They insisted we return all items, sacrificing other coupon savings, which seemed unfair. Our total bill was $[redacted].76, and we ended up buying some items solely for the turkey promotion. The lack of resolution and dismissive attitude from the customer service representative was disappointing.

I placed an order on December 17th. The order hasn't been received as of the 26th. I contacted BJ's customer care and was informed that it would arrive on the 28th, but it didn't. A follow-up call on December 30th stated it would come on the 29th, which also didn't happen. Another call on the 30th promised delivery by the 31st. However, after I was instructed to schedule shipping, I discovered the earliest delivery date available was January 4th. Unwilling to accept food stored for weeks, I expressed my dissatisfaction and requested to cancel my order. Despite being initially told it couldn't be canceled due to being in transit, an email from the delivery company indicated cancellation. Upon seeking a refund, I was advised to contact my financial institution. Threatening legal action, I am distressed by BJ's poor service. Membership number: [redacted]2.

On November 11th, I contacted customer service to cancel my membership and request a credit on my BJ’S MasterCard. In December, after receiving a bill with extra charges, I called customer service again and was given confirmation #[redacted], ensuring my account would be credited. Subsequently, COMENITY BANK contacted me claiming I owed $69- in late fees, despite confirming the cancellation of my membership. I am frustrated by this situation as my good credit is at risk due to the mishandling of my request by an employee named Crystal (Employee #[redacted]). I have further records of my calls, and additional reference numbers for your review: #[redacted] and second employee ID #[redacted]. I am requesting reimbursement for the $69- late fee to COMENITY BANK. I will provide my account details upon receiving your email. Thank you in advance, Linda Guanill.

This evening, my husband and I visited the Bj's on Centerville Rd in Lancaster, PA to look for Handi Wipes, a product I have previously enjoyed. Unfortunately, we were unable to locate them, so I approached the customer service desk for assistance. I was taken aback by the rude and unhelpful response from the employee. As someone with many years of customer service experience, I value respectful interactions with customers. Instead of assisting me, the employee curtly informed me that the product was out of stock. It was not the information but the manner in which she conveyed it that left me feeling embarrassed in front of other customers. In my opinion, the employee would benefit from additional customer service training to better serve your clientele.

Hello! I'm Eun Rue. I bought a Wilson 3-piece living room sofa set which was delivered on Mar 18th. Unfortunately, during assembly, the delivery man broke the zipper on the sofa. After they left, I noticed issues with the chair and love seat. The chair had missing zipper teeth, which I repaired with crazy glue. The love seat had a missing velcro piece, causing it not to attach properly. I contacted customer service multiple times but faced rude behavior and long wait times. The scheduled pick up for the damaged pieces never occurred, leaving me frustrated. I have made several trips from Long Island to Bloomingburg, where the furniture is, but no one showed up for the return. I urge someone to address this issue promptly and provide a refund. I am eagerly awaiting a resolution. Thank you.