BJ's Wholesale Club — Restaurant in Twentymile

I took a few days to organize my thoughts to ensure this account is factual rather than emotional. On Sunday, February 23rd, I went to return a Lenovo Laptop at the newly opened BJ’s Wholesale Club at 115 Beachwalk Boulevard in St. Johns, FL. I had originally purchased the laptop on January 18th, 2025. During the purchase, I specifically asked both the employee and the manager on duty about the return policy, as I intended to use the laptop for work. While the employee wasn’t sure, the manager confirmed that the standard return policy applied, which allowed returns within 90 days. I asked several times, being uncertain if the laptop would suit my needs. The laptop came not in a Lenovo box, but in a plain brown cardboard box, which was properly sealed. After using the laptop, I noticed its battery life was limited and the keyboard did not light up for evening work. Since it didn’t meet my needs, I decided to return it on February 23rd at the Beachwalk BJ’s. The employee, Rachel, was unsure about processing the return and consulted her Front Store Manager, Chris. Chris stated he couldn’t accept the return because the laptop was no longer NEW and wasn’t in its ORIGINAL BOX. I questioned where the return policy stated these requirements. Confidently, he referred to the computer and read the policy to me, without showing it. I pointed out that what he read didn’t list those conditions (new and in the box). He then firmly stated, “bottom line, he was not accepting the return.” I showed him the policy displayed behind the counter, but he dismissed it as invalid. Chris was extremely dismissive and came across as a bully. I requested to speak with the manager who was on duty during my purchase, which he refused, not even checking the transaction date. His dismissive behavior felt overbearing, and his interpretation of the return policy did not align with what was listed. The conversation escalated, and I admittedly used foul language out of frustration with his interpretation and treatment. He then threatened to revoke my membership. My husband, shocked by Chris’s treatment, recorded the interaction, which I am willing to share with a Regional and/or District Manager. I hope all interactions at that desk are recorded, as Chris’s behavior was unprofessional, dismissive, and inappropriate. I have never been treated so poorly. I am no longer concerned about the return, as I went to another BJ’s Wholesale Club, where the return process took just 10 minutes. My funds have been refunded, but I share this review to ensure BJ’s Wholesale Club provides Chris with a proper understanding of the return policy. Additionally, I hope they offer him necessary training or remove him from a customer-facing position. No one should feel bullied or dismissed. Walking away from a customer in such a disrespectful manner, refusing to listen, raising his voice, talking over me, and failing to provide evidence of his interpretation of the policy is unacceptable. I have filed a complaint with the customer complaint hotline and am restraining myself from posting the video that shows the manager’s true colors. I hope this helps prevent others from having a poor experience at this location. For reference, here is the return policy. General merchandise ? (except as otherwise indicated in this table, including the Note section) 1 year Undamaged televisions, home theater displays, computers/laptops, tablets, electronics, patio sets, electric bikes and electric scooters 90 days Televisions, home theater displays, computers/laptops, tablets, electric bikes and electric scooters found to be damaged upon initial inspection are returnable with their original packaging and...

Customer service is everything! I also have a Sam’s and Costco Membership so I can compare experiences.

When I first walked in, I greeted the employee who is stationed at the door. I said Good morning, he looked at me and looked to the ground immediately.

I don’t know if it was because I am a black woman or he simply did not want to greet. However, not my issue he is on the clock employed, customer service is everything.

We can pick up on your energy, we can feel everything. I’m not telling you to be a robot, but everyone is feeling life. Everyone has problems. Everyone goes through it. I saw him smiling and talking before I walked in, I guess it was my race I’m not sure.

I say hello to the person on the way out, I have to go out my way to initiate a conversation, how are you doing, just to be acknowledged from the first hello. Pressed lips, lack luster energy, not even half a smile. You don’t have to be a fake, however a friendly smirk or at least pleasant demeanor would be helpful.

My last piece of advice, I just got off from working an early morning stock shift, starting around 3am. I still have to work a regular job. I do InstaCart on the side too. I have better customer service than the people I encountered. It’s alarming because we are regular people too not your nuisance. We are regular hard working customers, and one rude person no matter their color does not represent me. I am an individual who make individual choices. I’m sorry if customers are rude, I’m sorry if the days are long, I’m sorry if you don’t want to see my blackness attached to a smile, however I can relate to being tired, working hard, and rude customers. I am more than qualified to say this,

If you don’t want to work for BJs, if you have lack luster customer service. Quit. Leave. Stop ruining the shoppers experience because you have a bad attitude that you can’t adjust even when you’re paid to. Please leave and make it easier for the people who will not be racist, who doesn’t see holding a smile as a chore when it’s time, and people who aren’t complaining and will show up and work. Make room for those who aren’t the victim, who don’t hold on to customers mistreating them so treat every customer the same. Please leave and make room for workers who will work, who will do great work with a great attitude. Make it easier for management and go.

Most importantly make it easier for people who are shopping and who have a life outside of shopping in the store. A lot of us work, we work just as much as you, or more. Everyone isn’t retired, or off all the time. I don’t want to deal with lack luster energy and attitudes on my shopping experiences.

Costco and Sam’s, they don’t do that. They smile and they are soooo sweet. I don’t come to BJs often and this is a new one, I was hoping for a better experience. Honestly this would be the last wholesale store I would recommend to people for the experience as a whole,

The store is clean, one white man who had a long ponytail, beautiful smile and energy! He was helpful! Great selections from the store overall.

It’s the complete experience that matters, customer service can really kill business and it works! Employees in a bad mood or who make you feel uncomfortable because of race or they don’t want to be there, they really have the power to run people away who just wants...

Absolutely so dissatisfied and disappointed with this location. Got reprimanded by an employee because I had 21 items in the 20 items or less self checkout. Being called out in public after the lady sat there and waiting was awful. They have about 20 self checkout lanes. Literally no one was in any of them. If I had 2 carts full of stuff I completely get it. I made a mistake. Instead of being helpful I was lectured and embarrassed in public. There was an older couple who walked up and actually needed help at one of the other 19 open self checkouts but instead of helping them she continued to reprimand me in front of them. I immediately went to customer service and canceled my membership. What an awful employee and an awful experience. It’s shame because I did enjoy going to BJs and had not renewed my Costco membership due to enjoying that store. Well BJs you’ve lost a customer and I will be renewing my Costco membership.. good job! I hope that girl being right...