Complaints

This profile includes complaints for Sam's Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sam's Club

  2101 SE Simple Savings Dr Bentonville, AR 72712-4304

• 

  Sam's Club

  1700 Wesel Blvd Hagerstown, MD 21740-5389

• 

  Sam's Club

  6410 Petrie Way Rd Rosedale, MD 21237-3034

• 

  Sam's Club

  100 Elm Ridge Center Dr Rochester, NY 14626

• 

  Sam's Club

  2195 Harlem Rd. Cheektowaga, NY 14225

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 14,2025 an unauthorized charge by Sam’s Club was improperly used, nor was it listed on my profile for membership renewal. Although Sam’s Club refunded the charge, I am concerned about the company’s ability to access and use my payment information without my authorization. I'd previously used this card for purchases at a Sam’s Club gas station; it was never stored or linked to my membership account for future charges. Sam’s Club accessed and charged a card that was never authorized for membership payments. Automatic membership renewal should only occur with authorized payment methods. This situation suggests an unfair billing practice. I request a formal investigation into Sam’s Club’s billing practices and an explanation of how they were able to charge a credit card that was not authorized for renewal payments. I also ask that your office determine whether this practice violates consumer protection laws in Arizona.

  Business Response

  Date: 05/02/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. New members joining in-club, on a tablet or online with a credit or debit card will be automatically enrolled in auto renew with notice. In this case, the card on file set as the preferred payment method online is what was charged and refunded for the member's auto-renewal. The Terms & Conditions of Auto Renew are agreed upon during account creation, and the service is intended as a benefit to you. It prevents the membership from expiring and saves the hassle of renewing. We send email or direct mail notification about the pending renewal 45 days before a member is charged. Members can cancel membership auto renewal any time using the app or your online account. Our Terms and Conditions can be viewed at: *****************************************************************

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

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sam’s Club charged my credit card for $50.00 for a membership. I do not have a membership with Sam’s, never have. I had went to Sam’s with a family member a couple of months ago and bought a couple of things there. They are apparently allowed to keep your credit card information on file and charge it for memberships whenever they please even if you don’t have a membership. I called and spoke to someone and they said I have to dispute it with my bank or get money from the membership owner that I went to Sam’s with one time. To me this seems like FRAUD. This should be illegal.

  Business Response

  Date: 04/22/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Sam's Club is not able to refund unauthorized transactions. Additionally, Sam's Club is not able to make any changes to a membership without speaking to the cardholders on the membership and memberships are not intended to be used by anyone other than the cardholders on said membership. Sharing a membership with someone who is not a cardholder on the membership is grounds for revocation under our Terms and Conditions and could cause the person this non-member borrowed the membership from to lose their membership completely if they are discovered doing this again in the future. Regarding the auto-renew charges, this non-member must either dispute the charges with their financial institution or recoup the funds from the member whose membership they used while at the club. Sam's Club is not able to assist and will be considering the matter resolved.

  Thank you,

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

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good day! I I am a Plus member with Sam’s Club and have been for years. I’m a realtor lender and I do all my ordering online with Sam’s Club and have at leastfive cards for my family with Sams Club. Whoever everybody shops there we live on 13 acres in *******, Indiana and I understand that at times our is hard to locate, but all of a sudden I go to order online to have things delivered to our home and it says that they cannot deliver toour address but yet I put in our neighbors address and it says they can deliver there I believe that is a form of red lining &discriminatory and I will promote the fact that Sams Club has done this to me and my family. I am always super busy and I don’t have time to always goto the store so I order everything office supplies party supplies everything online and have it delivered to my home just had the last delivery April 9 they’re telling me that all the items online when I call their customer service are not available when I indeed put in our neighbors address andall of a sudden they are all available how horrible it is for a company to lie to somebody. Did they black list us because of the fact that our property is sometimes difficult to find but We shop there and if they look at our purchase history for all the entire family, we spent quite a bit of money there I would like this to be rectified. If not, I will go ahead and promote business elsewhere like Costco to all of my clients and family members. Thank you

  Customer Answer

  Date: 04/21/2025

  Today is April 21, 2025 and it's 4:30pm I tried again and it still doesn't work and yet I put in our neighbor's address of 2455 Blake,which is on the same route to get to our home and right next door and it says that you guys can deliver there.  That is ridiculous.  I have 6 memberships there for our whole family, which I am about to cancel.  This needs to be fixed.  You guys are lying that there are only 2 ways to get to our home from your location.  If anyone google maps it you can see there are more than 2 ways and there are no road closures etc.  This is very unprofessional and needs to be rectified.  TO BBB I was trying to upload the screenshots to show that for my address it says no delivery available and next door only a few feet away it says that it can be delivered too but your system is not allowing me to upload them. IF there is a way for me to send these please let me know as they are evidence to the fact that this is not true that they can get to our home but yet they can get to our neighbor right next door?   HOW IS THAT????

  Business Response

  Date: 04/24/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Member was notified via email 4/21/2025 that after reviewing, there are only 2 available routes to her home from the local club. The issue the member is experiencing is that our system calculates the quickest routes based on current road conditions and traffic, same as, google or apple maps. Depending on the time of day, it puts her address outside of the 15-mile radius and doesn't allow her delivery from club order to be completed. We recommend trying to process her order at different times of the day, as we do not have a way to force the system and it is always based on the fastest route.

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

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 4 and 13, 2025 I placed orders for delivery from this club for $146 and $94. Both orders included a rotisserie chicken which I was charged for but didn't receive. I was thrilled to hear that the rotisserie chicken could be ordered for delivery, however when I called the club directly today I only received excuses for why I didn't receive the rotisserie chickens in either order. I was told that the chicken would be sent to my home later today and it never arrived nor was I advised that they would not provide me with the chicken that I paid for and they DID NOT refund my money, This is bad business and I would think that Sam's Club would do a better job of being a trusted business and delivering items as promised. I expect that paying when I pay $110 for a membership that my orders will be fulfilled and if an item is no longer available that I am not ever charged for it and forced to call to request a refund. If Sam's can't figure out how to provide the items they offer for delivery maybe the should do what a responsible business would do and assure they have sufficient inventory to fulfill orders and stop making excuses for why something isn't available to your members. No one wants to pay to be disrespected and inconvenienced,

  Business Response

  Date: 04/16/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We apologize for any inconvenience caused to the member for the missing item. Rotisserie chicken deliveries are a recent addition to our services offered, and feedback helps us improve on those services. Since the missing items were refunded, there is nothing further we can do at this time. Unfortunately, we are not able to place orders for members to meet the request of a new delivery order. (*************)

  ***** **

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order# *********** Club Membership# ***************** I scheduled a pick up order today at the sam's club in Sanbernardino. When I arrived and checked in the app it said I would have to wait 10-15 minutes for my order. After waiting for 30 minutes I had to leave since I was on my work lunch and needed to return to work. I did not get my order and waisted my time and car fuel driving there and back for nothing. I was very upset so I called customer support for help and their "support" was worse than anything I have experienced. When I told the girl what happened she just said there was nothing she could do. She was not able to refund my order but it would automatically cancel the order if it was not picked up within 24 hours. When I asked her what about the bad service I experienced and what about the time and fuel spent on nothing she acted like she could not hear me. She began to pretend she was having phone issues and kept saying "hello, hello". I could hear her perfectly, and I am not fooled by her tactic to get rid of me. I then tried to call the San Bernardino store directly to voice my concern but there was no answer on the general line or any of the department's options. I am so upset and disappointed with the level of customer service that I would like to cancel my membership and get a refund. I never experienced this lack of customer service at costco. There is a great deal of room for improvement on customer service at Sam's Club.

  Business Response

  Date: 04/15/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We apologize for the frustration the member experienced. As requested, the membership was refunded and deactivated when they contacted us on April 11th. *************** ***** **

  
  

• Initial Complaint

  Date:04/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a, "BUSINESS MEMBERSHIP", at "SAM's CLUB" in, ************, NC, only to find out that someone had received a, "BUSINESS MEMBERSHIP" using my, "PII". This person, "******* *******", HAS "STOLEN" my personal information and has received a, "SAM's CLUB" membership. I am requesting "ALL" Accounts opened that are associated with my name (********** ******-*******), my address (**** ****** Street, ************, NC, *****) and my business address (*** ******** ******, Suite *****, ************, NC *****). I am requesting that, "ALL" SAM's CLUB, memberships purchased prior to, March 1st, 2025, be "CANCELLED" IMMEDIATELY"!!! I am also requesting that, "SAM's CLUB", mail me a check for "ALL" charges made with "ANY" AND "ALL" Memberships, Credit Cards made using my, personal information. Please mail the check to: ********** ******-*******, *** ******** ******, Suite *****, ************, NC *****, to avoid any legal actions.

  Business Response

  Date: 04/15/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Unfortunately, Sam's Club is not able to assist with concerns regarding unauthorized charges or unauthorized use of personal information to open a membership. The member must visit ******************************************************************** to obtain, fill out, and submit the Identity Theft Affidavit. We recommend they do this as soon as possible to ensure that the issue can be investigated with due expedience.

  Thank you,

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

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/8/25 I called the help line about their membership promo for those those on gov-assistance. The Teammember said I can do it online by dl'ing a app or go into physical location. On 4/9/25 at 8am I am the 1st-one there & the teammember at the counter, told they could not give me the promo? She apologizes for the teammember on the phone. THE PROMO is ONLINE ONLY. The person I spoke to on the phone lied to me. No manager was on location so there was no code for this. there is no online kiosk to do it their either. She offers me 30% off price. She then instructs me to call the helpline & they will issue me a refund gift card for 30$. I call, the teammember can't speak English & give me to another dept. The 2nd teammember also limited in English. Now on the call for over40min+. I explain over& over about being given the wrong info. They ask if i would accept 10% back. I say i would rather cancel & reapply w/the correct promo. They tell me if I do that I cannot rejoin for 6mos. I explain denying me the promo & putting me through this is discriminatory & I would go to the ADA/BBB. So they finally give me to a supervisor that speaks English. She checks call logs, & offers the 30$ back but... #1 when my membership renews it wont be for the gov-assistance promo. #2 if I cancel before renewal I get the 6mos penalty on rejoining. I told her cancel/refund cause now im just beaten down and sick. However, should note that I should not be penalized for this. This solution is discriminatory against me the disabled person, who was given the wrong info, instructed to go into a brick/mortar store, & then told to call for price adjustments. Each time given the run around & excuses why they could not do what the previous Teammember Promised? They are asking people spent ebt/ssi there but not help us?? Id like samsclub to stop the 6 month renewal block on me and an apology for all the misinformation and run around their teammembers put me through!!!!

  Business Response

  Date: 04/15/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This member contacted us on April 9th and was informed of the requirements and restrictions regarding online promotions. We are unable to override the 6 month waiting period for promotion redemptions. The membership was refunded and deactivated as requested. We apologize for the inconvenience.(*************)

  ***** F.

   

  
  

  Business Response

  Date: 04/21/2025

  We apologize for the inconvenience, but there is no way for us to over-ride the 6 month waiting period for promotion redemptions. According to the original complaint, we offered the member a gift card to offset membership fees, and the gift card offer was declined. The member requested a refund and cancellation, which was completed. There is no further assistance we can offer at this time.

  ***** F.

  Customer Answer

  Date: 04/22/2025

  
  Complaint: ********
  
  I am rejecting this response because: this is untrue. They never offered anything. They in fact had me talk to 3 separate team members in the afternoon of April 9th who would not offset charges. It was the team member in store who said call for the gift card on April 9th.And it was those three team members whom i spoke with one after the other who did not know how to handle this issue.

  I called on the 8th. Was told to go into a Brick and Mortar sams club location, I complied with what the team member said

  I go into sams club the morning of the 9th and was denied the promotion but told by the team member to call and they would refund me and fix it online.

  I called on the 9th and each one had issues. Telling me they would penalize me for listening to sams club teammembers. This means they are mocking my disability. 

  Due to this being a promotion for people with disabilities on SSI in the USA I have now went to the ADA and filed a complaint with **** ********** ** *******, ***** ****** ******** ****** number is: **********.

  ***** can now very well go up the ladder and get this 6 month ban removed because its sams club team members that did this me and to my account. Sending me, a disabled person into a location, and had me call now and go through this. 

  
  Sincerely,
  ***** *****

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3, 2025 at about 1pm I went to the Sam's Club at 2100 ********* Commons Dr. ********* ******** to purchase gas. I waited my turn in line for roughly 10 minutes. When my turn to the pump arrived I walked over to gas station hut to request the employee to turn on the gas pump, as I do not have the Sam's Club app. He walked out of the hut and over to pump. He refused to activate the pump plus he refused my request to call a manager, saying he had no way to communicate the store. I did show him 2 slips of paper printed from 2 other Sam's Clubs with my membership number. He made no effort to verify the information and refused more than one time to contact the store for further assistance. When asked he gave a name of ****, but I could not see his name tag. I did provide membership number and he admitted 1 of 2 print outs was only a couple of days ago. Still no effort to assist was made. I have made gas purchases at other Sam's Clubs, examples Crestwood, Mo and North County, Mo. I did not have any issues at the listed clubs. I am confused by this action of refusing me the right I am entitled to with the purchase of my Sam's Club Membership. When I signed up for the membership I received an email stating that I could pick up the membership card at any club. This has turned out not to true. When I called Sam's Club, not the store, I was told that I could purchase gas in the manner I have been doing. The entire process today was humiliating and hopefully does not present this club's everyday practices. Maybe it is because of my age??? my not being tech savvy??? To me I should have been given the opportunity to speak with a manager at the very minimum, as requested more than once.

  Business Response

  Date: 04/04/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Proof of Membership is required at registers and gas pumps to validate memberships. A barcode on receipt paper is not considered to be a membership card. The member can request a physical membership card at their local club if they do not want to use the Sams Club app. We have emailed the member requesting their preferred location so we can email the club to arrange for a physical card to be picked up. (*************)

  ***** F.

  
  

• Initial Complaint

  Date:03/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ask on 3 occasions by going into the store to have my credit card that is on file to be removed from their records because they have automatically renewed my membership. I even within the app had my credit card be removed from my profile. I was assured in March 2024 that it was removed and I was automatically charged again on March 21, 2025.

  Business Response

  Date: 03/31/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The membership in question has already been refunded and deactivated. For more information regarding auto-renew, please see our Terms and Conditions. ****************************************************************

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

  
  

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a microwave on 2/16. Install was a few days later. Installers broke my cooktop and almost caught my house on fire. They also damaged my cabinet. It has been a very bad situation and sams club dont want to take any responsibility. It was installed through sams club and was their installers. they are just giving me the run around and wont return my phone calls. I have been without a stove for over a month now.

  Business Response

  Date: 04/07/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. A claim was filed and a follow-up was made with the installer/vendor. The member was contacted directly by our WCS department and was provide direct contact information for any additional questions or concerns.

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

  Customer Answer

  Date: 04/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  This is not a solution.  My claim has been in with this business for over a month.  They leave customers without any way to cook food.  Take responsibility.  You hired amateur installers and I have to pay for it? ridiculous/

  
  Sincerely,
  
  ***** ****