The home office ties the store employee's hands. It is poor customer service, or your job. I can assure you, Sears, is much worse. I left Sam's to go to Sears and was there only three months, before leaving to start my own business.
Sam's Club tries its best to relate to the common member. It is tough to have perfect service when you have High Paid Members and Middle Eastern Clients that do their very best to take advantage of the system. That is that they find a way to cheat. When we, as managers, try to do something about it, we are over-ridden by the General Manager, so that the end of year bonus is not hurt.
My GM made a $90, 000.00 and the other managers in the store got nothing... With this I hope that you know that 99% of the folks that work on the customer service side cannot make decisons that mess with the bottom-line. Greed motivates the GM and intimidation motivates the subordinates.
The best, Sam's Club, I worked in is in Franklin, TN.
The Worst Sam's Club I worked in is in Madison, TN.
The Madison Club was full of racist blacks and folks that would not work. As a manager trying to motivate the employees it was tough. The hourly employees would make up stories to tell the District Manager. In turn the DM would do what is called a RedBook. That is a complaint the goes all the way to corporate.
I returned from a tour in Iraq as a medic and went right back to work 6 days after being released from active duty. I never saw so much disfunction in an organization. The DM took me from the Franklin Club and put me in the worst club in TN. I was suffering from PTSD severely which did not help.
I did not click with hourly folks telling me what to do. It was an insult to the Nth degree. Here I am, college, retail and combat experience being told what to do by hourly employees. "Or they were going to tell the DM".
Get rid of the monsters, or take control of the monsters and we can all have an amicable environment at Sam's Club. I hope you continue your patronage. Get the stores GM involved and I am sure they will look up your histor, as a Member, or give you the information to get antoher receipt. The GM makes the decisions in the store. If that does not get you anywhere, contact corporate.
Seeing that your items are marked down, so the club can change their seasonal settings, after thirty days, is not rational. You have to be able to accept "no" for an answer. Could you imagine how much money Wal-Mart would lose, if the company did not set parameters? Yes, they are a huge company and that does not help. It only raises the loss exponentionally without checks and balances.
I am sorry that you feel like you were not treated well. I am sure the hourly employee did not mean to make it personal. The manager should have taken over and used the skills, that a manager must have, to deal with the public, to address your situation.