BJ's and Ordering Online With Them - waiting almost a month now for my refund - UGH!...and finally...

It is very simple to process an oder online. You make a selection. You fill out the form. You click pay and they take your money. It takes seconds and your money is out of your account.

Sounds easy, right?

Okay, realize you made a mistake and here is where the challenges come in.

I recently purchased a laptop from BJ's Warehouse Club online for my daughter. I clicked the button to complete the transaction. I no more than finished and my daughter informed me that it did not have a feature on it that she desired and I had assured her I would include, as she is going off to college this fall.

I called within an hour and cancelled the transaction. The gentleman took the information, was very courteous and sent me an email confirming the transaction had been cancelled.

Still sounds easy, right?

The money was taken immediately but of course, the money cannot be returned back into the account for days. Sadly, I have been conditioned to this fact and did not even expect the money to be back for a few days. However, when a week went by and my money was still not back in my account I contacted BJ's and was informed that just because I had cancelled the order that did not guarantee that the order was cancelled. I was told that this was "the policy."

I told the representative that no one had bothered to inform me that this was the case when I cancelled the order via phone. She responded that it is listed in their policy on the site. I shared with her that I did not read the 100,000 word document before I clicked the button to purchase the laptop. She just repeated that it was listed on the site.

She also informed me that the laptop was on its way and that she could not help me until I actually received the laptop.

I had to go through three representatives and levels of supervisors before I could get someone to help me with the process of negotiating an arrangement where they would agree to pay for the shipping and handling to and from my home. However, I was told that this would take a minimum of ten business days and would not have my money refunded until then. This was already going on a week at this point.

I had been told that I would have a return slip sent to me within 24 hours.

However, it was days before I had the correspondance that gave me an address with an approval number. I was instructed to print this label, which I did promptly. I placed the return label on the laptop package and headed to the local UPS store which is about four miles from my home.

When I arrived at the UPS store, I was informed that the approval number was not sufficient. The attendant showed me the type of label that I would need in order to be able to send the package back to BJ's Warehouse Club.

I called BJ's and was told the packing label would follow the approval email. No one had informed me of this information - of course.

I was rather firm when I told the representative that I had had it with BJ's and would not be shopping with them - especially online - again.

Finally, that afternoon - 5 days after calling BJ's and sharing my frustration that my money had not been placed back into my account after my cancellation and finding out that the lap top had been shipped to my home regardless of my request to cancel the order in less than one hour after placing the order, I received a packing ship.

I received an email that my money would be refunded (only once they received the laptop) but the amount of shipping and handling to my house had been deducted from the amount. This was contrary to what I had been told. Now I must still continue to dispute these charges as well.

I shipped the item yesterday. I will keep you posted as to how long it takes BJ's Warehouse Club to place my money back into my account.

This experience has taught me to be a little more reflective before I purchase an item online - especially a big ticket item.

I hope my experience has helped others as well.

Well, here I am just shy of three weeks. BJ confirmed that the laptop was received over the weekend and here it is - Tuesday just two days shy of three weeks and I still do not have a refund. PLEASE - think before you click that button to purchase online!!!!!!!!

I asked for a supervisor and spoke with Sam. He took my information, stated he would check into the matter and return my phone call. I received no return phone call.

I called again and spoke with Brandy. She took my information and assured me she would check into the matter. She told me that BJ's tried to release money to my bank on Monday. I checked with my bank and they assured me this was not the case. I called Brandy back and she told me that she would do her best to get my money released. She called me back and verified that this would be the case. That was Thursday, the three week mark. Yesterday morning I received an email that my money was released. I called my bank and they told me that I would not see it most likely until at least Tuesday. Brandy had told me one to two business days. I of course have begun the process of creating a case against BJ's with my bank to get this matter resolved.

Well it is Saturday and Thursday was the marker for three weeks. It would seem that I will be going on a month without receiving my money. Anyone up for shopping online at BJ's Warehouse Club?

I finally, finally received my refund.

The system of persistance works but you really have to be very proactive - call your bank - file a complaint, repeatedly call the institution that you made the purchase - threaten to write letters to superiors (get their names and make sure they know that you have their names) - do what it takes. It is your money and your right. I sent repeated messages to the people I was speaking with re: my hub. You may get blown off if you are a solo customer but when they know you have a voice online, they listen more closely. Finally, a repeated caution - think before you click that button.

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