BJ's Wholesale Club — Restaurant in Town of Greenburgh

When I read the rave reviews of BJ’s sheet cakes, I figured it was a no-brainer to order my twins’ birthday cake there (Greenburgh location). When I spoke to someone in the bakery department about ordering, I was told that customizations must be made in-store, at least 24hrs in advance. I did as told and completed the paper form provided, detailing not only the type of cake, but the writing, font color, trim color, and style (they had a binder with tons of options). When I tried asking the clerk questions I had, I was met with one-word answers and a dismissive tone. However, I handed in my completed order form, checking off the box that indicated the cake should be ready for pickup the next day between 12-1pm. Unfortunately, when I arrived the next day running late (nearly 1:45pm), my cake was nowhere to be found. The same clerk who had “helped” me the day before, as well as another bakery staff member, were busy decorating a cake for a waiting customer who clearly had not placed an order the day prior. They could not have been nicer to her. When I was finally acknowledged, it became clear to me that the staff had no record of my order. Rather than apologizing for this, I was initially handed somebody’s else cake, then told that they had only just received the color frosting I had wanted (…?) They then admitted they couldn’t find my order form at all. To top it off, when I finally got my cake (near tears at this point), I said “this is not what I ordered.” I was then told that bc I ordered the pokemon “strips,” it was a border, which was then covered by frosting (basically looked like a plain white cake). This was not at all how the design was represented in the binder, nor did the bakery staff explain that perhaps I should reconsider, in case I wanted my cake to actually have pokemon imagery on it.. the whole experience could not have been more negative. I understand that mistakes happen, but the level of uncaring by the staff took it over the edge for me. I will NEVER order from their bakery again, and do not suggest you do either. As you can see from the photo, they clearly do not “cross their T’s” at the BJ’s...

One complaint I have is about the deli dept. They are constantly short staffed. On one occasion, they closed the deli a few hours early due to a sick call.

Other times, I had to wait over 45 minutes on line for cold cuts. Since there is only ONE very slow person working, the line stretches all the way to the back of the store and does not move. This same one person also has to take breaks and use the restroom without anyone to relieve him for these breaks so the line just comes to a standstill. When I am short on time, I just leave the store. This has happened on several occasions so it's not an isolated incident.

The self check out line is also a mess. There is no clear marker as to who is self checkout and the regular lines when you get closer to the registers.

I saw two confused seniors cut the line on self-checkout (which also stretches very long) accidentally leaving the regular checkout line, thinking the self-check register is for them. When they get there, they need a lot of assistance as they don't know how to use the app and scan the items, which holds up the line. Staff isn't there to help organize and man the lines.

The people that work there have little customer service skills. When I am leaving the store (without any deli items again), the female staff member gave me a dirty look when I said, thank you, have a nice day. Common courtesy isn't common and can't be bought with a membership fee, apparently.

Costco is many steps above this place in the area of customer service, organization and in their inventory which I why I usually spend at least $250 there. At BJ, there is far less temptation.

I may not renew my membership this year. This place is very poorly managed and run....

Good morning, I am writing to express my disappointment with a recent experience at your White Plains store.

On Saturday, November 23, 2024 at approximately 9:00 AM, I attempted to use a self-checkout lane, as there was only one manned register open. An employee, Adriana, asked if I had more than 20 items. I said I thought I had a bit more than that. Despite the fact that I had already scanned by BJs card, I was redirected by Adriana to a manned lane due to the store's 20-item limit for self-checkout. I reluctantly slid over the manned lane.

While I understand the need for limits, I believe the store should have more staffed registers open, particularly during peak shopping times, such as the weekend before Thanksgiving, to accommodate customers with larger orders.

I also noticed an inconsistency in how the self-checkout policy was applied. Two female customers were allowed to use a self-checkout lane with what appeared to be more than 20 items, while others in line were not. I'm curious to know why this exception was made. Is there a specific policy or reason for this? Could favoritism be a factor?

After checking out, I noticed my receipt showed an item count of 24. I'm requesting management investigate why I was removed from the line and my order canceled when others were not. The entire incident is captured on store surveillance cameras from approximately 8:58 AM to 9:22 AM. I'll update this post once I hear back from someone who can explain the policy and Adriana’s actions.

AUTH 082209

TERMINAL 7807303969

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