ComplaintsforSam's Club

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am receiving JUNK SNAIL MAIL from Sam's Club. I do not want anymore JUNK MAIL sent to my home. Do NOT contact this address again for ANY reason.

  Business response

  06/13/2024

  At Sam's Club we continually strive to meet and exceed members expectations.

  Per the members request, we have submitted the removal of all mailings and will not contact her.

  Thank you

  Sam's Club

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

  Customer response

  06/15/2024

  
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 11, 2024 Order #***********. I placed an order for 5 items for curbside pickup. An associate brought out 3 of the items and informed me a gentleman would be out shortly with the remaining items. All items showed as ready and available for my order and I was charged for them all. The same associate came back out with only one of the items and offered to give me a $10 gift card for the inconvenience. She took a picture of my membership card and advised the curbside manager would be out to speak with me. Manager ******** ****** came out to my car to speak with me regarding the issue and he asked if the items that I did receive were okay. The bag of salad had a expiration date in 3 days. He did replace this product with one with an acceptable date. I asked if he had bought the gift card the associate offered and he stated she was not authorized to offer a gift card to me, I asked about the gift cards offered to me in emails from June 1 and June 7 and he advised the manager who offered them was not in and he could not go by the emails I showed him from the manager and would need to speak with her. I am requesting that I receive the three gift cards I was offered (totaling $60) and a refund for the item that I did not receive.

  Business response

  06/19/2024

  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 searched our records at the contact center and at the club and have been unable to find any documentation of offered gift cards related to the member's 6/7 and 6/11 statement. There was a gift card offered by the contact center on 6/1, which was sent to the member's email. Due to this, Sam's Club will not be able to provide any further gift cards related to this concern to the member. We apologize for the inconvenience.

  Thank you,

  ****** C.

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

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April (?) 2024, I went to the Sam's Club Customer Service Desk to replace a lost MEMBERSHIP card. Since the new card they issued did NOT show my name, I did not realize that the Sam's Club employee had put my last name as BOTH my first AND last name. I also happened to open a Sam's Master Charge CREDIT card, to collect points, and it had my correct name. While using the "Scan 'n Go" app, I realized that my MEMBERSHIP card name was incorrect. I then tried to get Sam's Club to change and reissue a MEMBERSHIP card with my correct name, they said that they could NOT, because it was "tied to" my Sam's CREDIT card, and I had to call the CREDIT card company. The CREDIT card company said that they cannot change the name on the MEMBERSHIP card, and I would have to go in-person to Sam's Club Customer Service desk. I went in-person to the Customer Service desk, and they said that they could not change the name on my MEMBERSHIP card, and I would have to work with the CREDIT card company to do that. (That made NO SENSE, it was not my CREDIT card that was incorrect.) Somehow, the MEMBERSHIP card and CREDIT card seem to be tied together. I have spent phone call after phone call, and going in-person, and each place claims that they can do nothing to change my name on my MEMBERSHIP card--they say it is the OTHER organization's responsibility. I just want my correct name on my MEMBERSHIP card, and NEITHER the in-person Customer Service department NOR the CREDIT card company will help me. They keep transferring me back-and-forth to each other, claiming that ONLY the "OTHER" department can do this. This has reached ludicrous proportions. ** I NEED SAM'S CLUB TO CORRECT MY NAME ON MY MEMBERSHIP CARD THAT THEY INPUTTED INCORRECTLY THEMSELVES. ** SAM'S CLUB customer service desk MADE THE MISTAKE AND WILL NOT FIX IT--claiming they CANNOT--and they keep shunting me off to the CREDIT card company. PLEASE HELP!

  Business response

  06/20/2024

  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 get in touch with the member and correct the problem with their name on their membership card by communicating with Synchrony Bank. The member should be able to view their updated information in the app anytime and receive a new membership card by visiting the club location of their choice. They'll also receive a new credit card in the mail, but should still be able to use their current credit card in the meantime. We apologize for the inconvenience this has caused.

  Thank you,

  ****** C.

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

  Customer response

  06/29/2024

  
  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

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sam’s Club allowed a vendor for AT&T to provide false advertising and actually zero customer service. We signed up for new service after being with T-Mobile for 10 years. -High pressure Bait and Switch to include them quoting me over $100 less than my bill with t-mobile with equivalent service. And adding that with the “trade in of my IPhone 12’s could get into new iPhone 14 Pro Max on them. She got our IMEI numbers and after 5 hours in store processed the transaction and started service. They give a 14 day buyers remorse thing but besides not having coverage within about 3 miles of my home was dealing with it because of the savings. About 10 days later I am wondering when I would get these boxes and labels to send back my trades. No reply. Finally caved and called and was told we are paying full price for the phones because our trades were never processed. Which I was affirmatively told that would be taken care of. No such luck. They told me my phones don’t even qualify as I spoke with customer service at AT&T. Sam’s club booth sold me the phones and AT&T would not honor the promises and now I have an outstanding balance of $2000 because of bait and switch tactics and predatory sales tactics that allowed a CS agent to basically stall me until there was nothing else I could do.

  Business response

  06/14/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. I was able to make contact with this Member and issue an eGift Card for part of their concern. That being said, they would need to contact AT&T directly for a full resolution to their complaint. Thank you, **** K. - *************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered an LG washer and dryer from Sam’s Club. Prior to ordering I reached out via the chat option to ask how I ordered a stacking kit for the units. I was informed that it came automatically with the units and would be brought by the delivery and install team. Our delivery and install was scheduled for May 15. They arrived, removed our old units, unloaded and unboxed the new units and asked where our stack kit was so they could complete the install. I shared it was supposed to be included in the order and they shared it was not and I’d need to reach out to Sam’s Club to get it and then have the install rescheduled. ****, a supervisor from Sam’s Club large appliance customer service, informed me it wasn’t included and I was misinformed. She sent me to Home Depot to buy one and compensated me for it. Install came back out and said they couldn’t complete install because the electrical cords for the dryer were missing. They came out a third time and informed me they had the electrical cords but couldn’t complete install because the stack kit was a “third party purchase” which is against their policy and the stack kit needed to be sent direct from LG to my house or their warehouse. **** said they had confirmation it was delivered to the warehouse and the install team came out for a fourth time but didn’t have the kit with them and their warehouse was close as it was after 3p. They also arrived 1 hour past the 10a-2p window I was given. **** asked me to go to the grocery store and hire someone to install this (and she would cover the install fees) vs their team, I declined as we were uncomfortable with finding someone on our own, verifying they were insured, etc. This was on June 4th. She is no longer returning my messages. We are now just shy of a month without being able to do laundry in our home, which is just horrible and still are no closer to a resolution. She also promised large compensation for our 4 missed days of work, which we are still waiting on.

  Business response

  06/18/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The member is currently working with **** S., who has agreed to provide the member reimbursement for a third party install of their appliance due to the delay in manufacturer assistance. At present, **** is waiting on the member to provide her an invoice for the installation so that she may provide the member their promised price adjustment and will be able to proceed as soon as the documentation is emailed to her.

  Thank you,

  ****** C.

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Two or three times a year, Sam's Club charges my credit card $110 for a membership renewal . Now, I am NOT a member so there is nothing to renew. The sequence of events is, they charge me, I contact my credit card company to let them know this is a fraudulent charge, they deny payment, then they cancel my card and take a week or so to send me a new card with a new number. You see, I do not/have not/will not have ANYTHING to do with Sam's Club.........EVER!! I don't even know where a Sam's Club IS!! But like I said, these unscrupulous pull this maneuver on me at least a couple times a year. I would dearly love to avoid their shenanigans in the future, but they seem to be able to put the hex on me and charge my account. Just to reiterate, I never do business with Sam's Club. I am not a joiner and I do not join ANYTHING. I'm sick of these amoral doing this to me. Please, please, please..............tell them to stop this crap!

  Business response

  06/05/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We apologize for the frustration and inconvenience these repeated charged have caused. Given that Mr. ********* is not and does not plan to be a member, we would recommend getting with his financial institution regarding a permanent block on all future charges from Sam's Club. Additionally, as the charges continue even though he has repeatedly been issued new cards with new numbers, the perpetrator of the unauthorized charges may have access to his credit account itself, which is also something he may wish to discuss with them. We would also strongly recommend he visit *******************************************************************t to fill out and submit out Identity Theft Affidavit. This will allow our internal security team to conduct a separate investigation into the matter. All of this information has also been provided to Mr. ********* via voicemail and email.

  Thank you,

  ****** C.

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

  Customer response

  06/06/2024

  
  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

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having a problem with the on line service. It will not send a code to my phone to complete the order. I have tried over 20 times. I called my local Sams and they said they have nothing to do with on line ordering to call 888-746-7726. I called and I could barely understand the individual and she put me on hold for over 28 minutes and did not help. I hung up and called again, the wait time was 45 more minutes. This is ridiculous. I order every week from Sam's on line and they are telling me that my phone number was incorrect. I asked why it has always worked in the past and that when she put me on hold and never came back. Why do you have the numbers to call and no one can help or assist which just makes the problem even worse.

  Business response

  06/06/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We reached out to the member for more details about the issues with her authentication codes and she let us know that she was able to get the code and place an order the following evening. However, just to make sure everything is okay with her membership in the system, we have left a request with our IT team to investigate the backend of her membership to clear up any lingering issues that might exist.

  Thank you,

  ****** C.

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sam's club membership and when I went to login later, I couldn't login and the account was deleted. I had paid for the membership with a gift card I no longer have and Sam's club refuses to refund the membership for me onto a new gift card since I lost the old one

  Business response

  06/04/2024

  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 reviewed their previous contact history regarding their concern and, unfortunately, Sam's Club is unable to provide further assistance. This cancelled membership purchase was made using gift cards purchased from a third-party source. Due to this, Sam's Club can only return the funds from the cancellation to the original form of payment. We are unable to reissue the cards used nor can we provide a refund as Sam's Club did not receive any funds from the member for the purchase of these gift cards. For further support, they will need to reach out directly to the third-party from which they purchased the gift cards initially.

  Thank you,

  ****** C.

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

  Business response

  06/05/2024

  Membership was cancelled and no funds were collected by Sam's Club. Mr. ******* needs to contact the company he purchased the gift card from as there is nothing to refund on our end.

  Thank you

  Customer response

  06/05/2024

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

  No explanation why membership was cancelled and no explanation why they can't reissue their own companies gift card 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 16, 2024, I purchased an elliptical trainer at the Bentonville Sam’s Club. I asked for assistance from the general Manager. 1. She refused to honor the advertised sales price. 2. She lied to me about damage to the trainer saying there wasn’t any. 3. She refused to assist me in checking the box containing the trainer for damage. 4. Upon picking up the trainer at the loading dock I took pictures of the damage to the box which was hidden on the back side while on display in the store. After setting up the trainer, from day one the trainer has not functioned correctly and is still not working as of today. I have requested support from Sam’s Twice and both support teams have dropped the ball and not followed up as promised. I have even asked the manufacture for support and after 2 technician visits, they cannot fix the trainer. After 4 months of not working, I would ask Sam’s to refund the price I paid at their club. I would also ask the someone at Corporate above the local GM look into this matter and an apology from the local GM would be appropriate.

  Business response

  06/05/2024

  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 get the general manager of the location in touch with the member. The manager was able to speak with the member regarding their concerns and offer them a resolution that met their needs regarding their exercise equipment.

  Thank you,

  ****** C.

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

  Customer response

  06/13/2024

  
  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

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My membership was cancelled by Sam’s Club as I emailed their CEO stating that it should be comped but instead was retaliated against by cancelling my membership. My tire had blown out and I asked Sam’s Club to look into the matter as the tire was purchased around 2021 or 2022 and should be prorated. Also the membership fee for 2024 was supposed to be comped as that is what the assistant manager had stated.

  Business response

  05/31/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Per section VI - A of our terms and conditions, we reserve the right to accept, refuse, or revoke a Membership with or without cause at any time, at our sole discretion. This concern has already been directly addressed with the Member.  Thank you, **** K. - *************

*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. ↩