BJ's Wholesale Club — Restaurant in West Hartford

I have been shopping at this store for over 20 years and there is one male door guard that has never been friendly, has always used his mass to be intimidating while reviewing my cart and receipt, and has always taken more time with my cart than other people’s cart. I have joked that I must look like a hated ex but it is no longer funny or okay how this man behaves.

On April 7th I tried to leave this store with 16 regular-sized grocery items in my cart. My cart was sparsely filled. The cashier and I had been having a lovely conversation and I guess she got distracted because she only rang up 14 items (see attached receipt). Neither she nor I noticed at the time that she neglected to charge me for two small packages of chicken thighs.

At the door, a woman spent a couple of minutes looking at my cart and looking at my receipt and asked me to step aside. Over several minutes she struggled to figure out what was missing while I was in the side area and other people were starting to line up trying to get out the door. Then THE door-guard guy came over and took the receipt away from the woman, gave me quite the disgusted glance and positioned himself so I could not leave side area. I stayed trapped in the side area for over 13 minutes while the door guard repeatedly looked at my cart, looked at the receipt, and stared me down. Again, look at the receipt to make your own judgement regarding whether taking this much time to humiliate someone and still not figure out what is missing is reasonable.

I have PTSD. One of the triggers is feeling trapped. The line of people had grown and everyone was staring at me and he was acting like he was going to keep me there until HE decided he’d figured out what I’d done. I wanted to just leave the cart there, just abandon my groceries, but I COULD NOT LEAVE THE AREA. Finally, I guess the scene was getting big enough that he realized he might get called out for his behavior and handed me back my receipt and ordered me to go back to the cashier and figure it out. So over 15 minutes of humiliation and intimidation and he says he doesn’t know what’s missing from my mostly empty cart but I have 15 items and paid for only 14.

I am in a full panic attack by this time. I went to the service desk and tried to explain that somehow I had 15 items in my cart but only paid for 14 and could they please help me figure it out.

The woman at the service desk took less than two minutes to review my cart and my receipt, realize that in fact neither of the chicken thighs had been rung up (so my cart actually had 16 items, not 15), and that if I could pay in cash it would make everything faster. So that’s what happened. Then a BJs employee walked with me to the door and observed while the door guard stalled for as long as he thought he could get away with looking over my 2 item receipt before giving me one last dirty look before I left the store.

I attempted to talk to Michael Russel the store manager about how I was treated but he has yet to return my call. I’m nobody. And if that’s how an employee is allowed to treat a nobody-special customer, he’s likely treating other people the same way. So if you shop here, be mindful of how you’re treated and remember that the Manchester store is really only a few more...

The customer service at BJs West Hartford is appalling. There is rarely eye contact from workers let alone a hello. When I have a question I am either ignored lazily or given a vague answer that screams "don't talk to me." In my three years as a customer I have had three amazing cashiers. They smiled, said hello, made polite chat and thoroughly answered my questions even if they did not know the answer by getting someone who could help me. In other words, they did their job and they were kind people. Everyone else not so much. The looks of disgust, misery and disinterest have pushed me to end my relationship with BJs. I will miss the great prices but I give my business to companies who treat their customers with kindness. If 90% of BJs employees are miserable and take it out on their customers then I do not want to support a company who clearly does not take care of their workers or their customers. Oh and the final straw was my most recent visit when my digitally "clipped" coupons did not show up on my receipt nor deduct from the total. The cashier said she couldn't help me but offered no other alternatives like let me get a supervisor to help you. Nothing, not even a sorry that happened. I went to customer service, which was a nightmare. This young woman named Raven is miserable and rude. No interest in helping others which you know is her job description. It was a long, frustrating process, I won't bore you with the account of how disrespectful she was but I will say her last words to my question of "why did this happen?" was "the app doesn't work sometimes." So there you go, no solutions, no empathy, no sympathy. If you value customer service, stay away. If not they have...

Purchased a $500 TV from BJ's using One time pass #BJU0080453. The TV arrived with a huge whole in the box and you could see straight through to the TV. I was told by the delivery driver that I could decline the TV and that they would send it back to the Warehouse so I can get my refund. I then call Bj's the next day and they say that declining the package was the right thing to do and that they would process the refund once the TV was received. Over a month has passed and I still haven't received a refund. Every time I contact BJ's they state that there unsure if there warehouse has received the TV from CEVA, the delivery company and now I stuck holding the bag for a TV I never received. I've contacted them several times and every time they say that they can see that I never received the TV and that it was returned with the delivery driver as recommended but since that warehouse isn't responding to them and letting them know if they received the TV or if the delivery company still has it they can't initiate a refund. Now I stuck without $500 or a TV and there's nothing I can do about it. I asked Toni, the supervisor I spoke with on the phone, what would happen if the warehouse never responds and she states that they will not be able to initiate a refund. Long story short be careful ordering Items from BJ's, they might...