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Until today, I have been quite satisfied with my BJs membership. 11/17/2015 I ordered a king mattress (product id 15143****). Immediately after receiving the mattress I knew it lacked the traditional BJs quality and phoned customer service. I was given a "PO Number" and told someone would be contacting me. However, this never occurred even after I continued to check on the process. After calling customer service repeatedly I was told I needed to be patient, that Sealy would contact me regarding pick up and that no refund could be issued until the mattress was picked up.

In March 2016 I called back and requested someone issue a refund. Again, I was given a PO Number and told to call Sealy this time. When I spoke with Sealy, they said they would not be picking up the mattress and that was BJs responsibility. After going back and forth with BJs Customer Service for nearly a year, I was told the mattress "was not returnable" by customer service. I reminded the agent of BJs return policy and explained that there was never text showing "item non-returnable." The agent said "you would not have seen the text unless you knew where to look. I will forward your suggestion along."

A year later, BJs customer service agents have issued my 2 PO Numbers and now refused to return my $1,400 mattress that is uncomfortable. BEWARE of hidden text that prevents returns from online purchases. I trusted BJs to not be deceptive with my membership, boy was I wrong!

Reason of review: Poor customer service.

Monetary Loss: $1400.

Preferred solution: Full refund.

BJs Wholesale Club Cons: Online customer service, Incorrect information, Deceptive non returnable policy hidden from product page.

Location: Exeter, New Hampshire

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