Buying Clubs
Sam's ClubThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Buying Clubs.
Complaints
This profile includes complaints for Sam's Club's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,594 total complaints in the last 3 years.
- 471 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/27/2025
Type:Billing IssuesStatus:ResolvedMore 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 recently charged my credit card for a membership renewal, however, I chose not to renew my membership, so Sam's Club has renewed/extended my membership without my consent. I would like them to refund the charge immediately, as I did not renew my membership with them for 2025.Business Response
Date: 03/28/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have cancelled the membership and refunded the membership fees back to the original form of payment. Please contact us if you do not see your refund within 7 business days.
************* ***** **
Customer Answer
Date: 03/28/2025
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
Date:03/26/2025
Type:Product IssuesStatus: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 made a return, and they are refusing to give me a refund. I have been dealing with this for about for months now. I got my bank involved and Sams club is still refusing to give me my money back. My bank suggested I reach out to you guys for help.Business Response
Date: 03/27/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. It appears there was a system error when the refund was initially submitted. The refund was manually processed yesterday, March 26th. I spoke to the member this morning and provided this information. I also sent the member a gift card for the inconvenience.
************* ***** **
Initial Complaint
Date:03/26/2025
Type:Customer Service IssuesStatus: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.
Sams club refuses to delete my personal private information. I asked numerous times for my physical address to be removed from their system so that i don't receive any form of mail from them and for them to delete my information associated as i no longer have a membership. Their customer service simply refused. I repeat do not send any mail to ***** ***** bvd **** **** mi ***** and delete any information associated with my address! Now!Business Response
Date: 04/03/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Our Privacy Team has emailed member directly notifying her that she has been unsubscribed from our marketing communication mail list. It may take up to 8-10 weeks to stop receiving any marketing material due to it being prepared weeks in advance. She was also provide additional information on how to submit a privacy request in accordance to her state's privacy act (if applicable).
************* ******* **
Initial Complaint
Date:03/26/2025
Type:Billing IssuesStatus: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 12 month membership in 2024. After a few months I also upgraded to the gold membership. After a few more months I realized that the membership was not really meeting my needs since one of the main reasons I bought it was for the gas, which Sam's ended up being within 3-5 cents of my corner gas station so no real difference and the grocery prices weren't much better than I was paying at my local grocery store (and coupled with the long 15-20 minute checkout lines and further drive I didn't go much). I ended up only earning about $5 in cashback rewards from the $60 upgrade for the gold membership so that really disappointed me. I made a mental note to get a full refund on the membership when I received a renewal notice per the 100% satisfaction guarantee, but I never got a renewal letter in the postal mail or any other notification. Then on 3/24/25 I received my credit card statement saying I had been charged for another year's renewal for $120 on 2/20/25. I was able to call in and get the $120 renewal refunded, but the agents were unwilling to refund the membership fee which I had paid for from 2024-2025 which was $74.25 total for the regular + gold add on. As stated earlier I didn't receive much benefit from the membership (especially the gold status) so had planned to cancel and get the full refund on the 2024-25 membership when I was notified that my membership was coming up for renewal. Since I never got a renewal slip, I was unable to cancel during the 2024-25 membership year and now they're unwilling to provide a refund. I am requesting a refund for the $74.25 membership. You can put back on the credit card ending in **** which I used for the gold upgrade (The card **** which I used for the basic membership is closed). Or you can mail me a check to the address on my account. Thank you.Business Response
Date: 03/26/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The complainant was refunded for this membership, and the membership was cancelled. We will not be providing any further refunds for this membership. Please see our Terms and Conditions for more information regarding the 100% Membership Satisfaction Guarantee using this link, ****************************************************************************. This information has been emailed directly to the complainant.
************* ***** **
Initial Complaint
Date:03/21/2025
Type:Product IssuesStatus:ResolvedMore 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 March 9th, ***** ******** had an appointment at the Sam’s Club Auto Department, where she ordered four new tires along with the installation package. During the installation, the shop workers encountered issues mounting all four tires, citing that the lug nuts might be swollen. As a result, they were only able to install two tires one on the front passenger side and one on the rear passenger side. During the process, the mechanic handed Ms. ******** the tire sensor from the rear passenger wheel and stated that it had come off and could not be reinstalled. This clearly indicates that a Sam’s Club employee damaged the sensor. Additionally, after installing the two tires, the shop worker asked Ms. ******** to drive the car out of the bay. From my understanding, customers should not be required to do this. This raised concerns that the belly pan shield may have been damaged during the service and that the worker wanted the customer to drive it out to avoid liability. When the shield was visibly dragging on the ground, the employee pulled the car back into the bay and attempted to fix it. However, while backing up, the shield broke completely, forcing the worker to remove it so that Ms. ******** could drive home. This morning, the vehicle was taken to a Dodge dealership for an assessment of the damages caused by Sam’s Club. Given the circumstances, I request that higher management reach out to me as soon as possible tomorrow morning at ************ or ************ to discuss how this matter will be resolved. Sam’s Club damaged the rear passenger tire sensor, only installed two tires but charged me for four, and also damaged the belly pan on the bottom of the vehicle. They then asked me to drive out of the bay despite the damage. My Dodge Dart is currently at AutoNation Dodge for repairs, and despite multiple calls and emails, no Sam’s Club manager has responded. All information can be seen on the camera. Thank you for your prompt attention to this issue.Business Response
Date: 03/28/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. All claims for reimbursement or repair of damages must be filed at the club where the damages are stated to have occurred. To that end, we have contacted the management of the location directly and they have brought the member in to assist them in filing their claim so that the process can get started.
Thank you,
****** ** *************
Customer Answer
Date: 03/28/2025
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
Date:03/21/2025
Type:Billing IssuesStatus: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.
My membership was taken out of my bank acct without my permission. I never signed up for recurring charges or was never notified of a recurring charge.Business Response
Date: 03/27/2025
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 Memberships are automatically enrolled in the auto-renew program unless the member opts out. Please see our Terms and Conditions for more details. The member contacted us on March 18th, but hung up on the advocate before a refund was able to be processed. We emailed the member on March 24th, 25th, and 27th, and have not received a response. If the member would like to cancel their membership and receive a refund, they are welcome to contact us whenever is convenient. *************** **************************************************************** ***** **
Initial Complaint
Date:03/19/2025
Type:Billing IssuesStatus: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.
We canceled this service in the summer of 2024. We were just rebilled for a renewal even though this service was canceled and has not been used. The date canceled was roughly 6/15/24. The $50 was rebilled to me on 2/7/25. This needs to be credited back and service cancellation backdated.Business Response
Date: 03/21/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have investigated our system using the provided information and we are not able to locate any memberships attached to any of said information. As we cannot locate charges using only a payment method involved, Sam's Club must advise them to dispute the charges with their financial institution and would recommend they change the passwords to any frequently used apps and accounts. We apologize for any inconvenience this may cause.
Thank you,
****** ** *************
Initial Complaint
Date:03/19/2025
Type:Service or Repair IssuesStatus: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.
Informed Sam’s Club that I’m a senior who’s not tech savvy and I don’t have an updated phone. Also requested that a Sam’s Club card be sent to me because the QR code on my phone aren’t working at the fuel pump. Obtained new membership in January/February. Called 888-746-7726, the Foreign Speaking Assistant didn’t seem to understand my issue of having a membership purchased mainly for gas yet I can’t get the QR code on my phone to work at the gas pump.Business Response
Date: 03/25/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have worked with the member and their local club to arrange for a physical card to be picked up when member is available.
************* ******* **
Initial Complaint
Date:03/18/2025
Type:Product IssuesStatus: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 am filing a complaint against Sam’s Club regarding their refusal to process a return for my order, despite the circumstances being beyond my control. • Original Order Number: *********** (Xbox) • Issue: The product was defective, and Sam’s Club issued a replacement. I returned the defective unit as instructed. • Problem: The replacement arrived significantly later than expected, and I no longer need it. When I requested a return for a full refund, Sam’s Club refused to process it online and insisted that I return it in-store. • Key Concern: There are no Sam’s Club locations in my state (Washington), making an in-store return infeasible. Despite explaining this, customer service has not provided an alternative solution. Sam’s Club’s return policy should accommodate online returns when a physical return is not possible. I request BBB’s assistance in ensuring Sam’s Club allows me to return the item online and receive a full refund. Thank you for your time and assistance.Business Response
Date: 03/19/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Further review of this membership has revealed a history of unusual activity. We are exercising our right to restrict online returns and purchases with this membership. Additional information regarding membership restrictions is outlined in the Terms and Conditions of Membership at www.samsclub.com/content/terms-and-conditions. We will not be accepting online returns for this membership. This information was relayed to the member on March 7th, 2025, via email.
***** ** *************
Business Response
Date: 03/19/2025
As previously stated, we are exercising our right to restrict online returns and purchases with this membership. Additional information regarding membership restrictions is outlined in the Terms and Conditions of Membership at *********************************************. We advise to approach a club location in order to get further assistance with a refund or replacement.Customer Answer
Date: 03/19/2025
Complaint: ********
I am rejecting this response because: still no fix. I would also like to cancel my same club membership and get a full refund.
Sincerely,
****** *****Initial Complaint
Date:03/17/2025
Type:Product IssuesStatus:ResolvedMore 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.
The order was purchased on Feb. 14, 2025, at 12:40 PM. Returned the item Feb. 25, 2025. Every call to Sam's online Customer Service states "We are waiting on the vendor." My calls are going nowhere. Please help!Business Response
Date: 03/20/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The order referenced is a jewelry order which have a specific return verification procedure. After further investigation, we found that the refund began processing today, March 20th, and the member should see the funds return to the original form of payment within 5-7 business days. If the member does not see the refund within that time frame, please call and give reference # ************* for any questions or concerns.
Thank you. - ***** F.
Customer Answer
Date: 03/21/2025
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,if the company follows through. I've been told this multiple times!
Sincerely,
***** *********** / 03/21/2025
Sam's Club is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.