ComplaintsforSam's Club

• Initial Complaint

  04/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 items from Sam's Club for delivery via the Sam's Club app. The order was placed on 3/31/24 with scheduled delivery on 4/1/24. At 5:09pm I received a phone call from Spark Delivery that I was unable to answer due to being on a work call. At 5:10pm I received a text stating this was the Walmart/Sam's Club delivery driver asking what the building access code was. I live in a condo with 24 hour Concierge service as well as posted instructions on how to access the building by calling the Concierge. The Concierge also have a clear view of the entrance and will make contact anyone standing outside the door. I texted the delivery driver as soon as I saw the message and never received a response. At 5:24pm I received an email from Sam's Club stating my order was canceled due to the items being out of stock. This made no sense since there was a delivery driver attempting to deliver the order, so I called Sam's Club customer service at 5:29pm. After roughly a 12 minute hold, I was transferred to an agent who stated they were not able to assist me and transferred me. After another approximately 14 hold I spoke to another agent who attempted to assist me, however her microphone was cutting in and out. I notified her over and over that I wasn't able to hear her entire conversaton but there was no apparent attempt to resolve her microphone situation. I finally was forced to disconnect the call after about 10 minutes. I again attempted to call Sam's Club at 6:06pm. To my surprise I was able to reach an agent almost immediately. After explaining my situation, she stated that it showed my items were out of stock. When I asked how could that be if someone was attempting to deliver the items, she stated that it appeared the driver did attempt to deliver however the items were damaged so the driver pulled the order back and did not deliver. None of this made any sense and I ended the call after 9 minutes. Sam's Club leadership needs to know how bad their service is.

  Business response

  04/16/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them.  We are happy to report that we have made several attempts to contact the Member by phone and email. As the Member remains unresponsive, we are closing the concern.
  
  Thank you,
  Sarah M.
  
  Incident #: *************

  Customer response

  04/18/2024

  
  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

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/23 a fraudulant purchase was made on my Sam’s Club app in the amount of $200.00 which included a TV, I went to my local store but all they could do was cancel 2 items the person had scheduled for pickup, we also confirmed my last name and correct address, the TV is being shipped 100 miles from where I live. I contacted customer service who hung up twice and then said they would refer the case to a higher loss prevention person who would call me. No call was received. I did receive an email that basically said change your password we cannot help you. The charges are pending in my bank the money being held and they will not cancel the order. Literally no one has done anything.

  Business response

  03/29/2024

  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 cancel the shipment of the TVs and have them returned to shipper. Accordingly, we have processed a refund for the order and sent the member an email providing them the timeframe in which they can expect to receive the refund.

  Thank you,

  ****** C.

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

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I have been a Sam’s Club Plus member for many many years and became a member for the sole purpose of the perks like being able to go into the store at 7:00am. However since the Covid 19 pandemic the store has no longer been opening at 7:00am but at 10:00am. Yet since 2019 Sam’s club thinks it has been ok to charge me 100 plus dollars every year for half the benefits of the plus memebership! How in the world is that fair or okay. I believe they do this hoping no one will bring this their attention! I believe Sam’s owes me a balance of a partial membership for the plus memberships that I have been paying or a free yearly membership or refund

  Business response

  03/29/2024

  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 get in touch with Ms. Weeden and discern the source of her loss of access to her Plus benefits. The issue should now be ready to correct with a final visit to her local club using the information provided to her by email. Once that's done, she should be able to resume using her Plus benefits as normal.

  Thank you,

  ****** C.

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

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original Order 3/20/2024 - Order number *********** The address is the corporate headquarters but the Sam's Club this happened at was in Wilkes Barre, Pa I purchased tires for my car. I received an email the tires were special ordered and ready. I called and made an appointment with the outsourced company they hired. My appt was 3/24/24 at 10am. I was visiting my brother in Saratoga Springs NY so I drove the 3 1/2 hours that morning to make the appointment. As I was pulling into the parking lot at 9:50am I received a call from ******* cancelling my appointment. Since I was there I went inside to talk to a manager. Unfortunately ******* was the manager that day. After explaining to her I drove 3 1/2 hours and had to get my car inspected the next day, she glared at me and shrugged her shoulders. I said I wanted to cancel the order as I need to get the tires today, she said I had to talk to customer service. I spoke to customer service and they said I had to talk to tire service. I again called the number for tire and service and explained the situation. They said they cancelled my order. Noticing 10 hours later it didn't read as cancelled I again called the tire and service center to get my cancellation confirmation number. This time I was told by Lester only the Sam's Club store could cancel. Back to square 1. The order still isn't cancelled and I want the $740 dollars taken care of and the order cancelled. I showed up for my appointment and spoke to several people holding up my end of the bargain. Also ******* should not be a manager, terrible with people.

  Business response

  03/29/2024

  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 unable to reach this Member via phone or email. If they still require assistance, we can be contacted at (888) 746-7726 or she can reply to any of the emails I have sent to her. Thank you, **** K. - *************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm filling another BBB complaint as I had another order delivered to my house from Sam's Club via FedEx that was damaged because the delivery driver left my grandma's disposable underwear and pads outside in the rain because FedEx is too lazy to follow delivery instructions and Sam's club can't find an alternative delivery option for items that they don't care in the store and have to come in the mail. I have requested multiple times to be able to have the items delivered to the local store or the local FedEx center down the street from my house and I was told neither were an option

  Business response

  03/28/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them.  We are happy to report that we have issued replacements for the damaged items. We have also refunded the member for the duplicate order placed for the same items as requested.

  Thank you,

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

  Customer response

  04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:  the credit still isn't on my account and I'm still awaiting an alternative address I can send my online orders too so I don't have this same continued problem with FedEx and damaged deliveries.
  
  Sincerely,
  
  *** ******

  Business response

  04/07/2024

  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 happy to report that the carrier has been contacted and has advised the destination facility of the damages that have occurred upon delivery to the member. The carrier does not offer alternate delivery locations in order to avoid shipping inaccuracies in the shipment process.  We do show proof of delivery for the replacement order on 4/4/24 without damage. The member has also been notified of the timeline of the refund of her duplicate order.

   

  Thank you,

   

  ***** M

  Incident #: *************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sams club has 2 years in a row charged my credit card for a membership without my authorization. They say customer had to of pushed OK when it came up on a screen but I'm 100% sure I did not . Last year I told them I never want a auto pay and they assured me it would never happen again . Well it did .I asked to speak to a manager and it took over a hour of being disconnected and transferred to other departments by various people . Very poor people skills . They can charge my cc but refused to reverse charges saying they will send me a check or a gift card ! ! Why would a person want sent in the mail to take a chance of it getting lost or sent at their convenience while my cc is accruing interest. I also had a sams club employee tell me last year that it is a messed up deal and it's better if they cancel that screen from there side . It's a very shady practice and what gives them the right to take my cc number and use it . Especially after last year when I specifically told them never to do that ! Anyway several hours spent in the last 2 years on the phone and very displeased with the outcome. I will be going directly to the store to get my refund. Beware of there fraudulent practices. Also the employee told me I'm not the only one this has happened to.

  Business response

  03/28/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them.  We are happy to report that we have submitted a full refund for the membership charge.

  Thank you,

  ***** M

  Incident #: *************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/19/23 I found that I had been charged a renewal fee of $110 for a Sam’s Club membership. I don’t have a Sam’s Club membership to renew. It turns out that my boyfriend renewed his Sam’s Club membership the day before and for some reason they didn’t charge his card attached to his account, but instead pulled my card information from their system from my using my card to make purchases in store using his membership card while shopping with him. This was done without my consent. Costumer Service was contacted and they said they would issue a refund and charge the correct card. They charged my card again, and his. They have now been paid three times for the same membership, twice without consent. When I went to the physical store I was gaslit by management and poorly treated and told that there was nothing they could do for the fraud they committed.

  Business response

  03/26/2024

  At Sam's Club we strive to exceed member's expectation's. In regard to the complaint received by Heide *******, I investigated the members complaint and found that they had called in to our customer serivce center for an auto renewal fee reversal and now have been charged 2x with no refunds being processed. I have made multiple contact attempts to Heidi, but still have not been able to contact her. We will continue to contact the member an additional 3x to provide a resolution to te concern that has been reported. 

   

  Thank you

  Mellisa 

  Incident #: ******-******

  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Sam's Club regarding the failure to issue a refund for a returned LG C3 TV as part of Order #***********. Despite multiple attempts to resolve this matter directly with Sam's Club, I have not received the refund promised for the returned item. On Fri, Dec 15, 2023, I made a purchase of an LG C3 TV through Sam's Club with Order #***********. Unfortunately, upon receiving the TV, I discovered that it did not meet my expectations. In accordance with Sam's Club's return policy, I initiated the return process promptly after receiving the item. I followed all outlined procedures, including packaging the TV securely and shipping it back to Sam's Club using the designated carrier. I have documentation confirming the return shipment, including tracking information indicating delivery to Sam's Club's warehouse on 12/29/23 at 3:41 PM Signed for by: SAMS Fedex tracking ************ Despite fulfilling all requirements for the return, I have yet to receive the promised refund for the LG C3 TV. I have made numerous attempts to contact Sam's Club through their customer service hotline and email, but have only encountered long wait times and unhelpful responses. Each time I inquire about the status of my refund, I am met with vague assurances or redirected to different departments without resolution. This lack of communication and failure to issue a refund is deeply concerning and reflects poorly on Sam's Club's customer service standards. As a loyal customer, I expect transparency, efficiency, and accountability in all transactions. I demand immediate action to rectify this situation. Specifically, I request the prompt issuance of my refund in full, including any applicable taxes and shipping fees. Additionally, I urge Sam's Club to provide an explanation for the delay in processing the refund and to implement measures to improve their customer service responsiveness and efficiency.

  Business response

  03/18/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After reviewing the provided tracking information and the details provided by our Return Center, we could not confirm this item was returned to Sam's Club. Therefore, this refund has been denied. We are more than happy to assist with a refund should the product be returned. Thank you, Ryan K. - *************

  Customer response

  03/19/2024

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

  I complied with all the steps and shipped back the TV with FedEx. They confirmed it was delivered it even was signed for by Sam’s. Clearly they need to look at their warehouses better and track things as they come in. If they are unable to provide a resolution I’ll be forced to go through American Express. This has been the most frustrating experience I’ve ever had dealing with Sam’s  

  
  Sincerely,
  
  Kieran ******

  Business response

  03/21/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. It is absolutely within a Members rights to dispute a charge if they felt it necessary. Sam's Club does not have a return center in Lawrence, MA, nor would FedEx ship a package without any weight or dimensions. Should this product be returned, we'd be more than happy to assist with a refund. Thank you, Ryan K. - *************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered 2 tvs from Sam's Club and they were sent via FedEx. The day they were to arrive was 3/8. It was pouring rain all day so i made sure to watch for the delivery (I work from home). One finally showed up after 3:00 pm local time. The person that delivered it was not in a FedEx truck but a yellow rental vehicle. She dropped the package inside the truck and did not have a dolly to bring the one tv. A 130 lb person trying to carry an awkward 65lb package. I ended up signing for the 1 tv and asked where the other one was. She said it would be on a different truck. I waited until about 9:00 pm that night and never received. I called the customer service number and was then sent an email that said the order was delayed. I called 2-3 more times and they said there was a current investigation to locate the other tv. Then last Thursday 3/12 they sent another email that said it was delivered at 1pm on 3/8. As I said earlier, I work from home and my office looks directly at the road and my front porch so no other tv was delivered. FedEx needs to admit to fault and I need to be reimbursed for one of these tvs that I never received. They cannot prove that it was dropped off. Their recorded message said a picture could be available if it did not require a signature. I'd like to view this picture. FedEx and Sam's need to get together and make this right.

  Business response

  03/20/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We contacted this Member via phone and in reviewing the information, decided to issue a refund for the missing TV. A gift card was also issued for the Members inconvenience. Thank you, **** K. - *************

  Customer response

  03/21/2024

  
  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

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a couch and I've been trying to return it without any luck of contact from them. I would like my money back.

  Business response

  03/18/2024

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

  Ms. ******* is no longer a member and we are unable to process a return per our terms and conditions.

  We apologize for any inconvenience.

  Thank you

  Business response

  03/21/2024

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Unfortunately, we will not  be able to provide a refund for this purchase. As mentioned previously, a membership must be active in order to be eligible for a return under the Satisfaction Guarantee stated in the Terms and Conditions of membership. Additionally, only the accountholders on the purchasing membership are able to request returns on purchases from Sam's Club. We are not able to process refunds or returns for purchases made using someone else's membership or for gifts. As the member has stated that they were not a cardholder on the membership that was used for this purchase, Sam's Club is unable to assist them and they must direct their concerns to their financial institution.

  Thank you,

  ****** C.

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

  Customer response

  03/21/2024

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

  It was attempted to be returned prior and was waiting for a call to schedule the white glove pick up, no one called. That was well within her membership. 

  My mom bought it for us and she would be happy to speak to anyone if you want to call her. She is a teacher so it's hard for her to deal with this and since it's at my house, I needed to schedule the pick up. Again, they were all ready to pick up, just waiting for the time/date and no one called back. 

  This is truly terrible customer service and a terrible product. She just wanted her money back and for y'all to pick it up! 

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

*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. ↩