ComplaintsforSam's Club

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Initial Complaint
05/29/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, I would like to receive a refund for the giftcards that I ordered. I have yet to receive it. I tried messaging the chat but haven’t been able to get ahold of the right person. Order number *********** Thank you *********
Business response
05/30/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Upon checking the tracking, it seems that the member's package has been lost in shipping, as there has been no movement in 14 days. As such, we have processed a refund for the items back to the account used to pay for the order originally and provided the member the timeline for when to expect that credit via both voicemail and email.
Thank you,
****** C.
*************
Customer response
05/30/2024

Better Business Bureau:

Thank you for your assistance!

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
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I placed order *********** yesterday, I logged in today to find out my account has been deleted and no explanation/email. I called Sam's club and they weren't able to tell me why, they just said to wait 3-5 minutes for an email on how to reactivate the account. No email was received.
Business response
05/30/2024
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 assist this Member with a refund of their Membership today. Should they have any additional questions or concerns, they can reach us at (888) 746-7726. Thank you, **** K. - *************
Initial Complaint
05/25/2024
Complaint Type:
Billing Issues
Status:
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.
I stopped buying from Sam's months ago. The other day they took a menbership fee out of my bank acct.! I called but the person said they need my account number. Know help at all.
Business response
05/29/2024
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 spoke to him regarding the autorenewal and some of his other concerns and feedback. His refund for the renewal has been processed and he can expect to see that credit back to the account that the payment originated from within the next 10 business days.
Thank you,
****** C.
*************
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I planed an online order *********** for pickup at club. Unfortunately there was a big mix of somewhere and I was missing almost all my items, I did receive some items that wasn't even mine which I'm assuming club made mistake on orders. I first contacted them and was informed a refund which the full refund Stull wasn't complete for all correct items. I later contacted customer service and was informed store would handle my refund well that Still doesn't seem to be the case. I'm calling my bank to get them involved because this is very unprofessional and absolutely not okay considering I drove almost 2 hours to shop with your company. Thank you
Business response
05/29/2024
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 been unable to reach this Member via phone or email. Should we receive a response, we would be happy to assist further regarding their concern. They can also contact us at (888) 746-7726. Thank you, **** K. - *************
Customer response
05/31/2024

Complaint: ********

I am rejecting this response because I haven't received any emails like stated by company. Only thing I'm showing is this response from the business from the BBB. Only phone number available is what's on my account but due to work schedule I'm only available late evening/night. I can be emailed any questions or whatever is needed at this point but this matter has not be solved.

Sincerely,

******* *****
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 make contact with the Member through email and are working with the Club to provide additional assistance. Should this Member have any questions in the meantime, they can reach out to me. Thank you, **** K. - *************
Initial Complaint
05/24/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed a order this morning at 10:43 AM on 05/22/24 for order number **********. My delivery time was for 3pm-4pm. At 5:07 PM I called the Snellville Sam's Club and spoke with ****, he informed me that the order was still at the store waiting for Spark to pick up the order. He told me to call Spark at phone number ************ to have a driver assigned. When I called Spark the guy tells me to call the driver at phone number ************. I called the driver and spoke with ***** he tells me he went to the Sam's Snellville and no one bought the items out to the car, so he left. This resulted in me calling Sam's Member Services at 5:42PM and spoke with Dena. As the customer I should not have to call around to find a driver to pick up my order, when I am charged a fee for using delivery to my home from Sam's club.
Business response
05/30/2024
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 unable to reach this Member over phone or email to assist further. This order was cancelled as of May 24th, so they will not be charged. Thank you, **** K. - *************
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. We were able to connect with the Member over the phone and addressed the Order issues with their local Club. An eGift Card has been provided for the inconvenience. Thank you, **** K. - *************
Customer response
05/31/2024

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
05/23/2024
Complaint Type:
Product Issues
Status:
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.
On May 09, 2024, I placed an online order with Sam's Club to have groceries delivered to my household, as I do every week. I got a notification on my phone and email that the items were delivered. However, on that day, the item wasn't delivered, so I contacted SAM'S Club and was advised that I would be refunded under ref #************* to allow 5-7 bus. days. On the 17th I reordered the same items I didn't get & I contacted SAMs to see where my refund & was transferred all over their call center, even to the actual store. For 3 hrs. I was on the phone & I didn't receive the refund. I requested to speak with a supervisor and that's when they hung up the phone. I waited to call on Monday, which I did they AGAIN transferred me to another department when I requested the actual dept. # They said they didn't have one. I spoke to ***** (sup) who stated that I needed to speak to the in-store rep, I advised that they stated I purchased online & they advised that I needed to speak with them. She finally stated that I would receive the refund but I advised I was told that already. SAMs are really quick to charge the money but not to refund and not to care if you have an issue.
Business response
05/28/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We were unsuccessful in reaching this Member via phone and email. We will assist further should we receive a reply. They can also reach out to (888) 746-7726 for assistance if needed. Thank you, **** K. - *************
Initial Complaint
05/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased tires from Sam's Club website and chose to have them delivered and installed at Chesterfield club. When I was notified when they arrived I called and scheduled an appointment l. The year make and model of my car was provided when ordering. When I went for my appointment I was told the lift for a Tesla was currently broken but they were working on itso rescheduled for the next week. When that time came they said it was still broken but the Des Peres club had the lift to install them so take the there and they will install. The associate at Chesterfield was very helpful and called the Des Peres stare which told her their GM Precious was telling them to refuse ibstalls since that cub didn't get credit for the tire sale. But she called and still made the appointment for me. When I arrived they refused to install them because they were nit purchased through them and didn't know the "quality " thought the exact same tire I could order online to be delivered to that location. I asked if that was company policy and was told that was GM Precious' policy . I was told the area manager was Justin but they refused to let me speak with him.
Business response
06/03/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This Member is not on the Membership where this purchase was made. Before I can go into further detail with the Member, I will have to make contact with the account holder. That being said, I've been advised that the local Club was able to install all 4 tires. Thank you, **** K. - ******-******
Initial Complaint
05/17/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Sam's Club - Colonial Heights, VA, placed order *********** on 5/11, requested delivery 5/12 12-2pm. Delivery never occurred; local store cancelled order without notifying me in advanced alleging they were out of stock but did not explain why I could order the items freely. From 5/13 - 5/15, I called 10 times and emailed 7 different messages requesting assistance. However, I received no support to resolve, continuous messages of we cannot reprocess original order, you will have to call back multiple times, your report was escalated and takes multiple days to review, I cannot help you, and contacting customer service is a waste of time. This is unacceptable, and the only solution provided was to pay a shipping order (***********), which is double the cost comparing a direct delivery from store. Paying double the cost to get my original order via shipping is not an acceptable solution and Sam's Club is failing to address the issues since the original order was placed.
Business response
05/22/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This member has been working with one of our Executive Escalations specialists regarding his concern and was informed that Sam's Club does not have a way to automatically change what location his location Delivery From Club orders are sent to in order to ensure he would always be able to receive his Delivery orders without the risk of them being cancelled for lack of stock. The only way for the receiving club location of a Delivery From Club to be changed is for the member to live close enough to another club to be eligible for Delivery from that location as well, and then manually visit our website or use the app to change their home club to that location. However, as our inventory system only updates item quantities once per day, there is always a chance that an order placed for Delivery will be out of stock due to other members purchasing the items before they are pulled from the shelf prior to delivery, regardless of which club location the order is sent to. We apologize for any inconvenience this may cause, however, this is the only solution that can be provided as the system does not allow for Sam's Club to make those changes to a member's profile. It must all be done on the member's end.
Thank you,
Steven C.
*************
Customer response
05/31/2024

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. The business has agreed to refund the costs as requested, and this resolves the inquiry. Thank you for your assistance.

Sincerely,

The inquirer
Initial Complaint
05/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had several problem while visiting my local Sam's Club (**** Anderson ****, Fort *****, TX *****) today - Wednesday, May 15, 2024. First, I had to return a pair of shoes which I had recently ordered, because they were made incorrectly and were too wide. The service desk employee refunded the money for the shoes, but not for the shipping I had paid. Also, the employee claimed that she could offer no physical form of receipt and that the refund information would be emailed to me. I finally asked her to write something on my original purchase receipt to prove that I had returned the shoes today, in case I never received the email. That no physical receipt is offered to prove that a customer returned an item is inexcusable. My shipping costs should have also been refunded, since the shoes were defective in sizing. Later, when I was shopping, I purchased an item that had a sign indicating that it was on sale for $1.00 off the regular price. But when I was checking out at the self-serve aisle, I did not receive the discount. I waited several minutes for an employee to help and was told that the discount would appear just before I paid for my items. It did not appear and the employee took several more minutes, before telling me that I had to have a CELL PHONE to get the discount! I have never hear of such an inane policy at Sam's Club or any other store. I don't have a cell phone and shouldn't need one to shop at any store! When I tried to resolve these issues with a Sam's Club chat session, the first employee took ten minutes to finally tell me that she was transferring me to ANOTHER employee. I finally gave up and called Sam's Club customer service. I spoke with an employee who evidently was also not interested in helping me and said she was transferring me to a supervisor. After waiting on hold for nearly 10 more minutes, I heard a dial tone and realized I had been disconnected!
Business response
05/20/2024
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 reach the member by phone to discuss his experiences with him and take note of his feedback regarding the Scan & Go exclusive Instant Savings to make sure it's passed on to the appropriate team so that his voice can be heard.
Thank you,
****** C.
*************
Customer response
05/20/2024

Better Business Bureau:

On May 20, 2024, I received a call from a Sam's Club representative, who spoke to me about this BBB complaint.
Though I felt more could have been done to resolve the issue which caused me to complain to the BBB, I will consider
this matter closed, with reference to complaint ID ******** and thank the BBB for their time and effort..

Sincerely,

***** *****
Initial Complaint
05/15/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 7, 2024, my account was billed for my annual membership of $50. Today, May 14. 2024, my bank account was charged 2 $50 renewal charges. This has happened yearly for the past 4 years. I have contacted my bank to dispute these charges and was advised to contact Sam's Club, which I cannot get ahold of on the phone.
Business response
05/16/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The member was able to reach one of our escalations supervisors and receive assistance with getting the extra charges refunded. The supervisor was able to discover that the member had three active memberships at once instead of a single membership she thought she had, which was the source of the charges, and that issue has been corrected.
Thank you,
****** C.
************* *************
Customer response
05/16/2024

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,

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

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