On August 17, 2007, my husband and I were in Little Rock having some warranty work done on our new truck. Since the work would take approximately three hours, we decided to go shopping at Sam’s Club. I should mention that I have been a member since 09/1998; however my husband recently acquired membership through his employment and we both are now members with him being the primary card holder. My old membership expiries in September 2007.
With that said, I used my NEW member’s card on this particular day, and then proceeded to sign a check for my purchases. Apparently, using the new card required me showing my drivers license, which I handed to the cashier! The cashier scanned my driver’s license through the scanner and from there it disappeared in a crack near the conveyor belt. It appeared to be a mistake and she seemed sorry for her clumsiness. The cashier was at a loss as to what to do and soon called over the floor manager, who was also at a loss on how to retrieve my license. Two other people were brought over, one of which was a gentlemen holding an orange portable power screwdriver with a nametag of CHRIS. He looked over the situation and then proceeded to go off and assist another customer, but never spoke to me directly. The other person, being a lady, made two attempts to find a flashlight which was finally located. Chris returned and a gentleman named Darius showed up and used the power screwdriver to partially dismantle the conveyer. My husband and Darius proved to be the most helpful and got on their knees and tried to locate said license. Chris looked at me and told me to get another drivers license.
I told him their efforts were not acceptable and why should their mistake be my inconvenience, I didn’t understand why somebody wasn’t willing to take my name and number down and after disassembling the register table after closing, they could then overnight my license. I then told them I was in a rental car 80 miles from home. Darius suggested I go to the nearest revenue office and have one printed out. I asked to speak with the manager and Chris told me he was the manager and I then asked him for his last name which he said Owens. Chris said they would pay for the new license and just send a receipt, offering no address or any information regarding how to do so. In my opinion, Chris Owns was extremely unprofessional and made no effort to apologize or make this incident his problem and not mine.
After forty minutes and with a cart full of perishable goods, I left Sam’s returning to my rental car disappointed and crying for the treatment and disrespect showed me at my favorite store.
On the ride back home I discussed the situation with my husband and we decided we would call back to Sam’s and suggest they retrieve my drivers license and call when this has been done and we will wait for them to be overnighted. With the threat of identity theft we are extremely concerned and would expect Sam’s to show the same courtesy. On my Sam’s Club receipt the Club Manager is stated as Jeffrey Lee. When asked, Chris Owens represented himself as the final say when we requested the Store Manager.
Upon arriving home at approximately 4:00, my husband called the store and asked to speak with Mr. Lee. A woman came on line and asked the nature of his call. After stating our concern, my husband was told that Mr. Lee had left for the day. My husband then suggested that they bring in a maintenance crew after closing and have them retrieve the license and forward it to us. The woman, who was very polite, stated that it was doubtful that they could get anybody there that night, but that she would look into it. My husband then asked that she call and let us know what was going to be done. She promised to do so, but to date (it is now Saturday afternoon), we have not heard from Sam’s.
Resolution: The proper maintenance people could retrieve my license after closing (same day) and have it over-nighted to me the next day!
I do not feel everything was done to retrieve my license and the lack of care and concerned was disturbing.
