ComplaintsforSam's Club

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had MULTIPLE issues with Sam's Club lately. The most recent is that they are changing their member perks. I have been a PLUS member for years, and a regular member for MANY years. Now I will no longer get free shipping as a plus member unless I spend $50. That is the only plus perk I use. This change is being made in the middle of my membership. Another issue I have to the toilet paper quality and quantity has went WAY down. Every time I do a survery I get some automated response telling them to contact them and I do and they don't respond. Another issue I have is they sent me a order with a bag of sugar with a huge hole in the bag. They put the sugar in a ziplock bag but did not zip it, so they knew it was leaking but did not zip the bag so there was sugar everywhere when I opened the box. And they told me that was ok. No longer a Sam;s fan and want my money back since I am losing my perks.

  Business response

  07/19/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have contacted this Member to discuss their concerns in more detail. Given that the changes to shipping are not currently in effect, she will decide on whether to refund or downgrade the Membership in August. Thank you, **** K. - *************

  Customer response

  07/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Jun 20, 2024 Sams Club Order ***********, Tracking number ******************** I refused the shipment during transit on 06/27/2024( the scheduled delivery was 07/02/2024), but I have not received the refund. Please refund Total $549.78. I called *** *******( Security Transport, ****** ) on 06/26/2024, and ****** confirmed that the order would be shipped back to the supplier. I called ********** ( South Eastern freight line), and was told that the order was on way back to the supplier on 07/08/2024, the tracking number is *******. Sam’s Club Incident #: *************

  Business response

  07/18/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We were able to confirm with the supplier for the member's order that the returned items had been received back. As such, we've provided a refund for the member and let them know via phone when they can expect to see the credit back along with our apologies for the delay.

  Thank you,

  ****** C.

  *************

  Customer response

  07/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Since 2021 Sam's club has been charging me for two memberships at a $110/yr (total of $330). I contacted Sam's Club when I noticed a double charge on my statement (automatic withdraw from my account). Sam's club told me they can only refund me for one year ($110) because their "system" would not allow them to go back any further. Additionally, the original credit card is no longer valid and I have to get a bank letter from the credit card company stating my credit card number has changed. The credit card company has no idea what I need and will not supply said letter. I will update my credit card information on my membership and would either like a refund to my new credit card (ending in ****) or a check for the total refund of $330.00.

  Business response

  07/16/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have contacted the member about the issue and have provided them with a refund of one year of membership fees to their card in accordance with the membership satisfaction guarantee. Additionally, as a one-time courtesy, we provided the member an e-gift card to cover the remaining membership time from their duplicate membership. They have been informed via email of the timeline on which they can expect to see both the refund and the gift cards.

  Thank you,

  ****** C.

  *************

  Customer response

  07/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  07/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an online order on 06/28/24 which included 20 items. My order number was *********** and Seventeen items were to be delivered and 3 were to be shipped. When I didn't receive my order I called the customer complaint line because it is so difficult to get through to the store itself. I told by the agent that helped that I would have to call the store. I did. I had to call the optical department to get to a supervisor since no one answered the phone. I was then transferred to ***** who talked with me a few minutes, put me on hold then never came back. I then went to Sams club facebook page and explained my problem there. I gave all of the pertinent info and was told I would receive a refund within 3-5 business days. I have not received it. The message is still there also. This morning 07/5/24 I again called the customer complaint line and spoke with System (not sure of the name) he asked for my info and the called dropped, he never called me back. I tried called back again but could not get him back. I want my $221.49 restored to my card today.

  Business response

  07/10/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We checked into the member's refund for them and it had been processed on 6/30, but the standard timeframe for reception of the credit had been affected by the 4th of July weekend. We were able to confirm with them that they received their refund in their account yesterday. We apologize for the delay and any inconvenience it may have caused.

  Thank you,

  ****** C.

  *************

  Customer response

  07/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: I don't want this case to be closed. I still have not received my refund. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased several items from Sams, Order # ***********. Items came at different times. All items were delivered accept the $3,500 Tread Mill. The elliptical was delivered only on June 21, 2024. My security camera shows the workers putting the treadmill back on the truck because they could not get it into the house.

  Business response

  07/03/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The member contacted our Member Service Executive Escalation team on 7/2 and was assisted with a refund by ***** R., who was able to contact the carrier and confirm that the member was unable to receive the item and it was returned. The member can expect to see the credit from the refund reflect on the account used to purchase the order within the next 5-7 business days.

  Thank you.

  ****** ** ************* *************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  when i got the membership last year i asked them to NOT puyt me on auto renew. But they still did. ANd there is NO way to cancel the auto new online. So i will have to watch for it and dispute it with my credit card company because there is no way to contact sams club , my membership *** ***** *********

  Business response

  07/01/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We were able to contact the member by phone and provide them with assistance disabling autorenewal on their membership.

  Thank you,

  ****** C.

  *************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was double charged for a Sam's Club membership. A random $50 fee was taken from my account without authorization in April 25 of 2024. I have no idea what for, as my membership was renewed in Nov. It is not showing up on my account online, and Sam's first claimed there was no charge and that I needed to dispute with my bank. The account is under my husband's name, who is currently deployed overseas. I am his power of attorney. They would not allow me to see details, even though my name is on the account. I have called 4 times and been told that they don't see a charge, they can't help me, or I need to dispute with my bank. I asked to speak with management and sat on hold for over a half hour before I hung up.

  Business response

  06/28/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This charge would unfortunately still need to be disputed as soon as possible. I have provided some supporting documentation, but have since lost contact before I could provide the remaining documents. Should I receive a response, I will definitely assist further. Thank you, **** K. - *************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was at Sam's Club in Littleton this morning, June 22, 2024, in-store between 8:30 and 9:45 a.m. I am a Sam's Club Plus member, but also have their Sam's Club Mastercard (which has NEVER been activated). I wanted to use my Sam's Club Cash in the amount of $74.91 to be applied against my balance owed. They told me I had to insert the Sam's Club Mastercard in order to verify my identity - what and get credit applied to my balance? I told her I didn't have the card with me, but I had my driver's license. That was not acceptable - I had to use the Mastercard to verify my identity or they would not/did not give me the credit to my purchase. I then went to the "Customer Service" desk to ask about this, as I have never heard of this (it's not on their website either). The 3 women standing their talking to each other told me those were the rules, to call the credit card company and have a nice day. Seems to be something illegal about this. I have a physical card, which I presented. I've been a Plus Member over 20 years and have never, ever had a problem using my Sam's Cash. I called their "Customer Service" number, gave all of the information and sat on hold until she hung up on me 21 minutes 50 seconds later, thus my complaint to Better Business Bureau. Can they legally make me use their credit card as identification, as I used my Plus Membership to earn the Sam's Cash NOT the credit card, which I am cancelling?

  Business response

  07/01/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Once a Member successfully applies for and receives a Sam's Club Mastercard, their earned Sam's Cash from the Mastercard and their Membership are tied together. For the security of their account and Membership, they are required to swipe the Mastercard to redeem their Sam's Cash. There is no way to remove this requirement and we apologize for any inconvenience. Thank you, **** K. - *************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sam’s club has taken $110 from our account unauthorized . 3 attempts and promises to rectify with no success.

  Business response

  06/26/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have contacted the member to speak about their refund for their membership renewal and they were able to receive a refund from their local club. However, our system indicates that they may have potentially been refunded twice and we have discussed next steps with them in the event of a double refund. Should they not receive a second refund, no further action will be needed.

  Thank you,

  ****** C.

  *************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a 74 year old disabled Military Veteran. In mid May 2024, my Son accompanying me in Sam's Club warehouse, he is also a Plus Member purchased a 1 year (12 month) , promotional plus at $50.00, Sam's Club membership for me as a gift, card # *****************, I was already an existing longtime member membership, # *****************, good until the 24, Aug 2024. It was explained that a new card could be issued and held but, not activated until the existing card expired; so, it was put away. However; an attempt to purchase gasoline on today the membership card starting with #101, would not take, after numerous attempts the attendant suggested we go inside. Going inside I learned the card #*** had been activated, in May, and only had 11 months membership remaining. I made several telephone calls to member service because two calls relating to this matter was dropped, my question, and concern was what happens to the 4 months credit from May to Aug 24th that remained on the account? why was it not prorated if in fact the cards were as I was explained by member service merged? I am due a full 1 year membership for the new card, as well as the 4 months from May - Aug 24, 2024. Member service did not prorate the account, sent me back into the store advising they could do so, only to be told corp. has that ability. As a resolution I would like the total 4 mo plus 1 totaling 5 months updated on the account. Thank you

  Business response

  06/24/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have contacted the member and her local club. The manager of the club was able to reach out to her and get her a refund for the duplicated membership as well as resolve the duplicate situation itself. The member should no longer have to worry about any extra charges related to their membership.

  Thank you,

  ****** C.

  *************

  Customer response

  06/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you for your review.  Enjoy the rest of your workweek and have a nice weekend to come.
  
  Sincerely,
  
  ** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩