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Business Profile

Buying Clubs

Sam's Club

This 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

Find a Location

Sam's Club has 1030 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Sam's Club

      2101 SE Simple Savings Dr Bentonville, AR 72712-4304

    • Sam's Club

      2700 N Salisbury Blvd Salisbury, MD 21801-2143

    • Sam's Club

      3535 Russett Green Laurel, MD 20724

    • Sam's Club

      5702 Baltimore National Pike Catonsville, MD 21228-1306

    • Sam's Club

      4765 Commercial Drive New Hartford, NY 13413

    Customer Complaints Summary

    • 1,624 total complaints in the last 3 years.
    • 456 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/10/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      There is a ridiculous amount of detail that I cannot explain here. Basically you guys offered me a $30 egift card 4 days ago that isn't being provided after reaching out via chat, email, phone and social media. I'd really like to have a phone conversation with someone to go over the details. I've been a customer for many many years and I think it might be time to rethink where I spend my money in regards to this company.

      Business Response

      Date: 12/11/2024

      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 provide them with the gift card that was offered to them. After a discussion with the member, we have provided the amount that would have been provided on the gift card as a price adjustment to the order of the television instead. The adjustment has been processed and the member has been informed of the timeframe in which they can expect to see that refund credit to their account. Regarding the experience, we will review the member's prior contacts and provide training opportunities to the advocates that assisted her where needed.

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

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

      Business Response

      Date: 12/11/2024

      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 provide them with the gift card that was offered to them. After a discussion with the member, we have provided the amount that would have been provided on the gift card as a price adjustment to the order of the television instead. The adjustment has been processed and the member has been informed of the timeframe in which they can expect to see that refund credit to their account. Regarding the experience, we will review the member's prior contacts and provide training opportunities to the advocates that assisted her where needed.

      Thank you,

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

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 problem that Sam’s Club & Angi have caused me is not fair to do to a consumer. In early November I hired Angi & Sam’s Club to install Christmas lights. They dispatched a person who contacted me the day before the job was supposed to happen asking for pictures of my house and then refused the job, stating it’s a $1,500.00 job. Then Angi dispatched a 2nd person and after speaking after what I went through previously, I decided to cancel. A few weeks later, I tried again, hoping that it was now closer to the holiday season and maybe they would’ve had more experience. I then paid Sam’s again for 300 ft permanent lights installed. Since I hired Sam’s Club/Angi the 2nd time, they have dispatched someone to my home who asked for additional money which I agreed to, then he said he wasn’t able to complete the job. Then they dispatched the original installer again when I asked them specifically not to and a 2nd time they refused the job but said she would do it for $1,500., then later text that she would do it for $1,000., they then dispatched a 3rd company who said they would do it for $1,500. then most recently I reached out to the installer who was supposed to come tomorrow who Angi assured me would do install and they told me they were from MD when I’m in NJ that they would need a 32 foot ladder and silicone. I was clear that the height of my home in total was only 18 feet, and that these light do not get installed on roof but under soffit and assure them that no silicone was needle. They then hung up on me & sent a message stating improper equipment. I have absolutely everything here to do job. I am now a month later than I wanted these lights installed, missed thanksgiving. I have invested a large amount of money on the lights themselves & hardware, 10 + hours on the phone on hold for Sam’s/Angi. Last night I held for 2 hours before hanging up without help. Most recently, I held for a supervisor with Sam’s club and was disconnected during the call with no call back.

      Business Response

      Date: 12/18/2024

      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's purchase of the install service has been refunded for them. Additionally, Sam's Club is actively working with Angi to make sure the member's lights are installed at no cost to the member.

      Thank you,

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

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 ordered the 50 inch Vizio for Black Friday on Friday my order has been stuck on processing since then and it supposed to be delivered on 12/5 today is 12/4 I called the customer service office and they told me item might be out of stock at the warehouse and they would get back to me once the warehouse lets them know the status of the order then the rep advised me if it is out of stock they will refund me and give me a 40 gift card that’s not right at all this was a Christmas present for my daughter and had I know it was out of stock I would have ordered a tv from Walmart before they were gone. I want Sam’s club to offer me a same or similar tv to replace the one I order plus give me the 50 dollar gift card the rep offered me for my inconvenience.

      Business Response

      Date: 12/09/2024

      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's purchase was part of an issue that caused the delay that affected multiple orders for this specific TV. The order has now shipped and we have provided the member a gift card for the delay along with our apologies.

      Thank you,

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

    • Initial Complaint

      Date:12/05/2024

      Type:Delivery Issues
      Status:
      Answered
      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 ordered groceries for pick up and because of the wind and the cold, I didn't itemize everything. So I went online and put in a dispute. I was then contacted and told that I was a "liar" and a "Thief" over the least expensive item in my order. I then contacted customer service on Twitter who then promised to fix it for me, they would talk to me intermittently over 6 hours, including promising me a gift card, which they never gave to me. Nothing was done, so that was two times that I contacted customer service and they did nothing except accuse me of being a thief. So then I called the store, in which case I got transferred around and kept on hold and then finally DISCONNECTED!! So I have spent at least 7 hours trying to get this one item either delivered or refunded!

      Business Response

      Date: 12/05/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This member was Assisted with his concern by ****** G. who was able to get the member in touch with the general manager of the club the pickup order was placed with. The club was able to assist the member with a refund for his missing item.

      Thank you,

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

    • Initial Complaint

      Date:12/05/2024

      Type:Delivery Issues
      Status:
      Answered
      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 ordered from Sam's club on 11/23/24. The first part of the delivery was suppose to be on 11/27/24. It arrived on 11/29/24 at an address 10 miles from the delivery address and someone we did not know. Those people tracked us down and told us they had our package. The second part of our shipment was suppose to be here on 11/29/24. Today is 12/4/24 and our shipment is still not here. They continually state that the shipment is on a truck out for delivery. It has said this since 12/2/24. This has been an ongoing problem with this company. This is not the first time. They say this is their peak time. I do not have any problem with UPS and it would be their peak time also. This is totally unacceptable. They should not be in this type of business if they can't do their job.

      Business Response

      Date: 12/13/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. A point of contact has been established with this Member and we will be further assisting them with their online ordering concerns. Thank you, **** ** * *************

    • Initial Complaint

      Date:12/04/2024

      Type:Billing Issues
      Status:
      Resolved
      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 went to Sam's to purchase a prescription for my dog who is failing. When I gave them my GoodRx number, I was charged twice as much as I should have been. I asked them why the price was twice as much and they told me to contact GoodRx about the issue. Upon checking with GoodRx, I was told that Sam's charges more money if the prescription is for a pet. This is taking advantage of customers. I drove an hour round trip to get this medication from Sam's based on their advertised price and then they charged me double because it was for my dog? That's just wrong. I could have gotten it cheaper somewhere else that was closer to house. My little Pomeranian is terribly sick and I have shelled out lots of money in vet bills and prescription meds. Sam's club is taking advantage of customers. It does not cost them more to dispense a medication for a dog vs. a human. I would like a credit down to the price that was advertised online and I'd like to hear from somebody at corporate explaining why they charge more for pets.

      Business Response

      Date: 12/12/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We are currently in contact with the Member and their local Club to address these concerns further. Thank you, **** ** * *************

      Customer Answer

      Date: 12/18/2024


      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

      Date:12/04/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Please do not take this up with the "selected" Sam's. I believe this would be a corporate thing. I re-signed up to become a member because I saw a groupon. I don't remember the cost for me. I do recall I was to get an e-card and pie. Initially I got neither. when I wrote to them about it they did provide the ecredit but nothing for the pie. Some time later I applied for a credit card. this incentive was for $30 to use at the club. I tried multiple times online, with no success. when I reached out about it, I was told the credit had to be used within a certain time frame. Unfortunately, that wasn't made clear when I signed up. Even after explaining that I tried, they still didn't honor. that credit was the reason I signed up for the card.

      Business Response

      Date: 12/12/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After reviewing available documentation, it seems the Member was issued an eGift Card due to complications with the promotion when they originally signed up. Synchrony was able to provide the aforementioned credit to the Member. Thank you, **** ** * *************

    • Initial Complaint

      Date:12/03/2024

      Type:Billing Issues
      Status:
      Answered
      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 signed up for a $20 sam's membership through my employer's website. The offer was "not valid for those with a current membership or those who were Sam's Club members less than 6 months prior to joining. " I do not meet either of those restrictions, yet was not granted the promised offer and instead charged $50. Please honor the offer and refund my card ending **** for the $30 excess charge.

      Business Response

      Date: 12/04/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After further investigation, we found this Member had an active Membership within the last 6 months. They do not qualify for any promotional pricing with this in mind. Thank you, **** K. - *************

    • Initial Complaint

      Date:12/03/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 placed a grocery order to be delivered between 3pm-5pm on November 29, 2024. The driver arrived at 3:30pm and told me the wrong order was loaded and they were need to reschedule the delivery. I spent half the night on the phone with customer service agents until I was finally told the order would be here at 9am today. The order has not arrived and I had already been assigned and reassigned between 3 delivery drivers. I tried to call the Fridley Sams club and speak with the manager but was put on hold for 10 minutes and the call was disconnected. I even offered earlier this morning when on the line with cororprate to pick up myself if they removed the top amount. They said this was not possible because the driver was "on the way". Now is is 9:30am and I have no delivery and they are on their 3rd driver who is supposedly "on the way" This is the worst Sam's club experience I have had in my 2 years as a member.

      Business Response

      Date: 12/04/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This member's Delivery From Club order was cancelled on 12/1 after the club was unable to successfully locate a delivery driver to bring the order to to the member. Sam's Club does not charge for Delivery orders until they are picked up by the driver and confirmed as on their way to the member. Since the order was cancelled before this was done, the amount they are seeing on their account is only an authorization hold and those drop off within 7 business days, though it may be sooner depending on their financial institution.

      Thank you,

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

      Customer Answer

      Date: 12/04/2024


      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

      Date:12/02/2024

      Type:Billing Issues
      Status:
      Answered
      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 been a member of Sams Club since 1998. I had used my credit card to check out with the scan-N-go feature. I tried to remove the card from the account and was not able to do so. I called Sams Club membership at 1-888-746-7726 and advised the agent that I wanted to delete my credit card from the account and she told me that I could not do it. I asked how I could get it removed as I am concerned about scams. If someone gets into my account they can charge items using my credit card. Also I do not want automatic renewal. I want to be able to renew my account when I want to, not have it automatically renewed. As I was trying to explain to the agent, she disconnected the call on me. I need Sams Club to remove my credit card from the membership account. I should not be forced to keep my credit card on file at any organization.

      Business Response

      Date: 12/03/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We require that one payment method be kept on file, as it would need to be available if auto-renewal was activated on the account. We are unable to remove the card from the Member's payment methods with this in mind. We assure that our system is secure, as long as any passwords used are unique and updated alongside our Multi-factor authentication. Thank you, **** ** * *************

    Sam's Club is NOT a BBB Accredited Business.

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