**Racially Discriminatory Treatment by Floor Associate Pam**…read more
My experience at BJ's Wholesale on July 16, 2026, was unacceptable, humiliating, and deeply concerning.
Before checking out, an assistant manager had already confirmed that BJ's would honor my $20-off coupon. She instructed me to go to the checkout area and said she would inform the staff.
When I reached the registers, a floor associate named Pam was the only available employee. She was wiping down the registers and conveyor belts, so I approached her for assistance. Pam immediately told me that the coupon could not be honored--even though she is neither a manager nor an assistant manager and the decision had already been made by someone with the authority to make it.
Pam then announced that she was going to speak to the assistant manager "about that." When she returned, she looked in my direction and appeared to pretend that she was speaking on the phone before approaching me. She then stated that the coupon would be honored "this time," but began attempting to scold and lecture me about what would happen "next time."
There was no reason for Pam to insert herself into a decision that had already been authorized by management. There was also no reason for her to speak to me as though I had done something wrong, attempted to deceive the store, or needed to be disciplined.
I experienced Pam's behavior as hostile, controlling, racially discriminatory treatment. As a Black woman, I am very familiar with the difference between ordinary customer-service communication and an employee deciding that she has the right to police, undermine, or control an interaction that was already resolved. Pam appeared determined to override the assistant manager's authority and establish that she--not management--would control how I was treated.
My concern is bigger than a $20 coupon. My concern is that a customer-facing employee felt comfortable treating me with suspicion, hostility, and condescension when I had already received approval from management.
Does Pam's conduct represent the BJ's Wholesale brand, mission, and values?
If it does not, this incident needs to be taken seriously. BJ's should review the store's camera footage, speak with the assistant manager and employees who were present, and investigate Pam's conduct. An employee who brings discriminatory, hostile, or intimidating behavior onto the sales floor affects customers, coworkers, and the entire atmosphere of the store.
I am requesting a formal response explaining how this complaint will be addressed. I also expect BJ's to determine whether Pam should remain in a customer-facing position without corrective action, accountability, and appropriate discrimination and customer-service training.
Black customers should not have to prepare themselves to be challenged, policed, or talked down to while spending their money. I entered BJ's as a paying member and deserved to be treated with the same dignity, professionalism, and respect as every other customer.