BJ's Wholesale Club — Restaurant in Berlin

Mistakes happen, how they are handled by management is how a company should be judged.

Almost lost complete faith in this company over an interaction I had at this Hudson MA location. Somehow, a secondary user on our family account had their personal credit card auto-billed for membership renewal. When I went to member services to have this fixed, they performed an unauthorized cancellation of the entire membership without notice, just said they were “processing a refund”. When I asked for them to reverse it and reopen the account, they couldn’t - which meant we lost our rewards points as a BJs + member. When I asked them to sign the family back up from scratch, they couldn’t do it without the primary member present. Somehow they let a secondary member account make changes to, and cancel, an entire membership (against their policies) but they couldn’t fix their mistake because “secondary users can’t sign up accounts”. To make it worse, their front-end manager, Lindsey, took on the situation, and out the gate she was rude and dismissive. She would talk over me, had my membership info wrong, and was unapologetic of the mistake her team made. Hands down, she had the worst customer service management approach I have ever experienced. I have been shopping at BJs for almost 2 decades and I honestly wanted to walk away from the company all-together because of my interaction with her.

I called the corporate offices in Marlborough to try and get my situation sorted out. They apologized, listened, and proposed a solution to try and get the membership reopened. They also promised to follow up with me with a resolution. I have now spent hours trying to undo a mistake that this member services team made.

I would like to say, however, that Katie in member services tried to help me as best she could when management was unavailable, and her efforts were noticed and appreciated.

Hopefully this store can fix their management problems, but I will be finding a new club to...

Worst treatment ever, by customer service!

I scanned the Member Service counter in hopes of finding a spare coupon book. There was a line of customers, so I couldn't ask, and didn't want to bother the clerk. Spotting a stack at the lower back corner of the counter, I reached down to take one. Suddenly, the customer service woman stopped serving her customer, charged over to me and yelled, "Don't touch that! Get out of there! The public is not allowed behind the counter!" I jumped back, startled. The line of people turned to watch the drama, and of course, suddenly no one was being helped,. I said, "You don't have to yell at me, you could treat me with respect." She snapped back, "I'm sorry (in that tone that suggests the opposite) you are not allowed behind the desk!" When I replied, "Well, maybe I shouldn't go to this store, either," she yelled, "There's a box of coupon books at the front entrance!" Then I asked, if that were the case, why hadn't she just told me so without yelling? But no reply, no apology. I then spoke with a manager, a woman who apologized in a pro forma manner and reiterated that the public could not reach back there for our "own safety". Sadly, there is no evidence that the matter went any further than that. If this is what a bricks and mortar retail experience is coming to, then it looks like on line sites are...

If you're buying new tires at this BJs, you might run into the problem I had, so be forewarned. They didn't have "same day" service available, but made me pay for the tires 12 days in advance of an appointment. Then, after the tires were installed they handed me an invoice that was nearly $22 less than what I had paid 12 days earlier. The manager became angry just as soon as I explained the difference. He gaslighted me and told me this happens every day at that BJs, and he didn't have any explanation for it, and there was nothing he could do. He said I could go to Customer Service, but don't expect a refund. So then I went out to get my car and noticed they had kept the lug nut covers from my car. No apology, and the mechanic looked irritated putting them back on my car. I did go to the customer service desk, and a young man there, very polite, refunded the money they had overcharged me. The tire service took an hour and a half to install tires, including half an hour waiting for the mechanic just to get started, then 15 minutes to wait in line and get the mechanic to put the missing lug nut covers back on, and another 15 minutes to deal with customer service and get the money back they had overcharged me. So, I don't know if it's a scam or what, but if it's true like the manager said that "it happens every day," then...