BJ's Wholesale ClubProduct delivered for an order that was canceled a month prior and card charged; customer service has not resolved after multiple attempts

K Aug 11, 2020

Kelly Preston - membership #[protected]

On 5/24/20 I placed an order for an outdoor dining set (order #[protected]) in the amount of $695.99. I received an email from BJ's customer service that, due to shipping delays, I would not receive this item until mid-July. On June 12th I canceled the order as I did not want to wait and wanted the item much sooner (attached is BJ's confirmation email of my cancellation of the order). On July 13th, more than month after I had canceled the order and BJ's had confirmed my cancellation request, I received an email from BJ's (attached) that the order had been shipped. I called BJ's customer service on that date to inquire about the mix up and was told that, when the product was delivered, to call BJ's customer service and request that the item be picked up (as the item is large and heavy and I could not handle returning it to the store due to the weight/size). On July 27th the item was delivered and I called BJ's to request pickup (was on hold waiting for customer service for more than 1/2 hour due to long call waits). When I spoke to the customer service representative I was told that the item, which is large and sitting in my driveway in my way, would be picked up within 2-3 business days. 7 business days later on 8/2/20 I called BJ's customer service again (waiting on hold to speak to someone over half an hour again). This time they said for me to contact the manufacturer of the product myself and that they would also put in another request to have the product picked up. I sent an email to the manufacturer on 8/4/20 (attached) and have not received a reply nor was the item picked up due to a request from BJ's. Since then I have been trying to protect this item from weather/rain and have had it in my driveway in my way. I contacted BJ's again via chat on 8/4/20 (chat transcript attached) and expressed my frustration and requested that I speak with a supervisor. I was told that a supervisor would contact me in 3-5 business days. As of today on 8/11/20 the items have not been picked up, a supervisor has not called me, the issue has not been resolved, and there is still a charge for $695.99 on my card which I requested to be removed but has to be. I am extremely unsatisfied with the customer service I have received as a BJ's member, how long I have spent waiting on hold/communicating with customer service, that my issue has been ignored by management after I requested to speak with management, and that it is still unresolved.

Product delivered for an order that was canceled a month prior and card charged; customer service has not resolved after multiple attempts
Product delivered for an order that was canceled a month prior and card charged; customer service has not resolved after multiple attempts
Product delivered for an order that was canceled a month prior and card charged; customer service has not resolved after multiple attempts
Product delivered for an order that was canceled a month prior and card charged; customer service has not resolved after multiple attempts
Product delivered for an order that was canceled a month prior and card charged; customer service has not resolved after multiple attempts

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