4 days agojenay489
Extremely disappointed with how BJ's handled my pickup order. I was told it would be ready between 4 and 5. I arrived and it was not ready. I asked several other customers what was going on and they told me they have been waiting for hours with no clear information, no staff at pickup, and no help from member services. When I spoke to the manager he stated that he was "ready to walk out" because he was the only one "picking orders". He gave me customer services number to call. Customer service promised a cancellation and refund that never happened. Instead, I got a text 3 hours later saying my order was being processed. I contacted the Brooksville, FL location again to let them know the situation and try to avoid someone picking the order. The rep told me they couldn't cancel and that after 3 days, they would cancel the order and refund me. So to be clear, I received no resolution from either the store or customer service. My money is being held for no reason and the solution by your store representatives is "hurry up and wait". This is the worst customer service experience I have ever dealt with, no one, not even management, is taking accountability or ownership of the situation. I am basically SOL until they decide to cancel the order and refund me. Smh
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