Sam's Club
reviews and complaints

I have been a faithful Sam's customer since 1995, On Friday September 23rd, 2022 I was shopping at Sam's and discovered the bed I had looked at the previous week had been marked down to $100, I then took a ticket right up front and checked out, so I would not miss out on the bed. I was told there were 2 in stock, the one on the floor and one out back in a box, I said I would take the one in the box since that was easier. Fast forward 2.5 hr later when I had finished up the rest of my other shopping, to be told that they were off on the number of beds they had and that they needed to refund me my money and give me a gift card for the inconvenience, even though someone else had purchased the other bed after me I had to take the refund because I took the bed in the box. If I would of known there was only the floor display I would of gladly of taken that one. I came home to see if by chance it was available online at the discounted price and it was not. After discussing it at length with a number of people they feel the same way that I do and that bed should of been mine, and the person who purchased last should of been refunded. Still highly upset over the matter.

Capecodivor [protected]

As I am sitting here trying to find the words to describe what happened on Friday evening, September 23 at around 6PM at Sam's Club, 6361South Ave., Boardman, OH 44512 I still am in awe that it happened. The store was busy and there were lines at each station. We were in line behind a lady that had quite a bit of merchandise, then a clerk named Mary said she was going to open up for customers to come to her line. There was a couple that approached her register and there were no other people yet getting in a line at her register. We started to walk over to get into her line and she looked at us and said, "Oh, I'm closing after this customer." At that time we stepped back into the line we were in previously and all these other customers started getting in Mary's line and I kept looking at her and waiting for her to tell them she was closing, but she didn't. She kept taking customers and checking them out. The lady in front of us just looked at me and said, "She said she was closing but she just keeps taking customers." Mary would not make eye contact with us so I couldn't say anything to her without shouting and I didn't want to do that, so I stayed in the line we were in and my spouse went to see if he could talk to a manager. The whole time he was gone Mary just kept checking customers out and she would not look over at me. The lady that was in front of us and made the comment, just kept shaking her head in disbelief of what had acutally just happened. My spouse spoke to the manager and he only tried to make excuses for her behavior. He said maybe somebody told her to stay open, but why would someone tell her that if the register wasn't open and she had just opened it. They wouldn't tell her to close after taking one customer when there were alot of people waiting to check out and there wasn't any other employees around her. I watched her the whole time, she never even spoke to any other employees. I shop at this location often have never had an issue like this. I still can't believe that I am having to write this letter in this day and age as we are a black and white couple. My name is Connie Brothers and if you would like to get in touch with me, my email is [protected]@zoominternet.net. It is with regret that I have to write this letter.

Situation Timeline - US Veteran 501(c)3 non-profit donation request:

8/10 - visit Sam's Club in Bentonville, AR to request a donation for a Veteran weekend retreat taking place 9/23-9/25. Picked up request form from member services.

8/11 - dropped completed form, event flyer, business card with club manager Victoria. Request asked for $500-1000 for food, supplies, and American Flags. Victoria explained she could approve $200 for event but for more she would reach out to Corporate.

Last week of August - Called Sam's Club to ask about status of donation and was informed they had not decided on September's donations yet.

9/6 - visited Sam's Club Bentonville Member Services. Associate checked donation book and informed me that we were all set, she just wasn't sure if it was for $500-$1000 and was set for 9/21. I asked for next steps, and she said the day we come in to shop, just bring all the goods to member services for check out, and they would complete process there.

9/20 - day prior to shop date, president of non-profit stops by to let Sam's know we would be in to shop on 9/21 for event supplies. Informed donation was not signed off on yet and to call back. He called back afternoon of 9/20 and no managers were available to speak with and advised to call back 9/21 at 8am.

9/21 - non-profit President calls Club and speaks to 2 different associates that says they are awaiting sign off. I call at lunch time and was told no one was willing to sign off and no managers were available, and we should just come to Club. 4pm: we arrive at Club and after speaking to 2 associates, Victoria comes to talk to us. She says they are out of funds for September and Corporate also has no funds. She said she asked her manager if they could do $150-$200, but her manager said no, and her hands were tied. There was nothing she could do.

9/22 - 1 day before a 3-day event for US Military and Veterans, I am scrambling to try to provide groceries and supplies needed that were planned to be donated from Sam's Club in Bentonville. We are headed to Hot Springs, AR today to prepare for event and will likely need to purchase there.

I am very disappointed in lack of communication. If there are no funds, I expect to be told that in one of the times we've reached out or visited club, not 2 days prior to this event.

Sincerely,

Michelle w/ Vets Outdoors.

I ordered a sapphire and diamond ring from your website and with tax and everything it was approximately $304.00. It was sent by FedEx. I received it on Friday September 16, 2022 but I was not in my office so I did not open this box until the next day. The box was dirty and had tape over tape over tape around one end of this box. I opened the box and inside there was a plastic bag that had been torn open and nothing was inside, the ring was gone. I reported it stolen and I emailed and attached a police report, packing slip, pictures of the box and bag as I found them and the email address I sent this to was given to me when I called the number found on my packing slip. The email I sent this information to is: [protected]@samsclub.com. The Order number is: [protected]-001. Please contact me either email at: [protected]@hotmail.com or my phone number [protected]. Thank you, Dianne Renfroe

Greetings,

I made my first large purchase online from Sams's on Aug 17, 2022. I paid the delivery fee of 179.00.

1. The delivery service AIT called to confirm my delivery date and I received an email confirmation on "Your purchase from SAM'S CLUB is confirmed for delivery on Wednesday, September 7, 2022 between 11:00am and 3:00pm."

2. No one showed up and we waited at home ALL DAY and nothing.

3. September 8th - I called AIT to get a status. The representative stated they could not reach the driver and they would call back.

4. September 9th - Called AIT - Same thing and stated they would contact us with an update.

5. September 10th No Update

6. We Called Sames customer service and used Chat to try and get a status and there was no update over the next several days.

7. Sept 17th - I used chat and asked for a copy of our conversation.

"Anna: I completely understand your concern, no worries, we will find a solution for this, I'm calling the carrier to see if we can have more information, allow me a moment please

Christina Hoyt: Thank you.

Anna: Thanks for waiting, I'm not having any response from the carrier, no worries, I will escalate your case to our back-office team, they will be checking the details of your order and provide you with a resolution.

Anna: Would you like to be contacted by email or phone number?

Christina Hoyt: email - please. What is the SLA for an update?

Anna: The reference number for your case will be [protected]"

8. Sept 19th - phoned Sams for an update and they could not reach the carrier said it would be 3 - 5 days.

9. On Sept 20th I called Sam again in hopes the carrier could be reached. They stated the order would be arriving in 3-5 business days. Then I get an email right after we hung up.

"Please contact us at [protected] to schedule the delivery

of your SAM'S CLUB order. Thank you.

Should you require immediate assistance during the hours of 7:00am to 8:00pm CST, please call our customer service representatives at [protected]."

10 I literally just got off the phone with Sam

I am beyond frustrated.

Their delivery service provided a delivery date and window. When the delivery date was missed this is where both Sams and the delivery service dropped the ball.

There was only 1 communication from Sams mentioning the delay via email. When that delay window was missed again, nothing was communicated to me and I had to call the club again, and again because each time they either could not reach the delivery service and had to get back to me. I just got of the phone with there support and I asked for a recap of our conversation and they sent me this

"Please contact us at [protected] to schedule the delivery

of your SAM'S CLUB order. Thank you.

Should you require immediate assistance during the hours of 7:00am to 8:00pm CST, please call our customer service representatives at [protected]."

I am beyond frustrated with the customer service, and lack of information or follow-up. I have been tossed around in circles with no resolution or product.

I phoned 12 times to find out if the Winston-Salem store had a certain product and its price. The first two calls no on answered. The 3rd time I got thru and made my request only to be hung up on. I called 4 more times without getting anyone to answer. On my 8th attempt I got thru only to be hung up on again. On my next 4 attempts no one answered the Customer Services line. On the 13th attempt I finally got thru and asked for a manager. The same person who hung up on me twice wanted to know why. I told that person that I wished to file complaint. She asked if I was the one who called earlier. I said yes and that I wanted to inform the manger about all these attempted calls. At this point I got the information I needed. This all occurred on 9/19/22 between 2 and 2:53 PM EST. I was in the same that morning to get 4 new tires and to replace my missing Member’s Plus Card. The Customer Service representative then was professional, kind, and extremely helpful. What a difference a few made with different employees.

You sell this and promise free shipping. But when I want an item shipped. You raise the price because it’s coming from the warehouse. Based on this method YOU NEVER HAVE TO SHIP ANYTHING FREE. Just say it’s coming from the warehouse. The item I am trying to buy is Fenton 75 inch console [protected] $499. Free shipping but the price changes to $699. In my estimate that’s $200 shipping charge

Paid for a Sam’s Club plus membership with my debit card. When I try to buy something online it tells me that my card is not valid. That debit card is valid everywhere in the United States I have no problem buying anything except SAMS. But everyone I’ve talked to from SAMS, Gives me all kinds of excuses telling me that there’s something wrong with my debit card that there’s something wrong with what I put in the information. They will not take any kind of responsibility and they won’t give me my money back for +card. $110.00

Today my husband and I joined Sam's Club in Augusta. We were pleased with prices but my complaint is we purchase cooked ribs. They were dry and VERY salty. We live bout 40 miles from Augusta so should we freeze them and return them on our next shopping visit.? Also, I passed on the $20 mums as they needed watering and some blooms very dry. I realize these are hard times for having enough employees, however, I am very cautious with my spending and rarely have a return . How can this $14+ be rectified? Thanks, Glenda Haime

i have fraud cases pending ref number [protected] n [protected]

They were filed wed sept 7 my bank accounts r all locked up i cant get any money. i call everyday all i get is its in progress. please when is this going to be done all i keep getting is in progress I need to get into my bank acct

Could someone please call me or email me

[protected]

[protected]@aol.com

I recently upgraded my phone from the SAMS club AT&T. They didn't show me the piece instore and didn't inform me of the restocking fee and they sent a fault and used piece. It has slight bend appearing on the screen and it's like used one and It was sent from AT&T returns and it arrived 3 days late instead of the date they mentioned and I was charged $55 restocking fee for returning the item. It looks like a total scam to sell fault pieces.

I went to local sam's club in Latham NY and I renewed my normal membership , but the cashier over charged me for an additional upgrade which I never wanted or asked for . I complained to the service desk but that day they were short staffed . So I have been calling since July asking for my refund with numerous supervisors promising me my refund but here I sit with no refund. The supervisors I spoke to is 1. Gracious first supervisor

2. Devonte second supervisor

3. Rona - who promised me that she would have in mail and I should get it in 7-10 business days spoke to het on 8/17/2022 still no gift card and called yesterday 9/7/2022 spoke to a Mayfield and he said Rona never noted anything in system and gift card was not sent out so he gave me another incident number [protected] and told me to call back.

This is just crazy that I need to keep calling and complaining to get my money back. Next step is Better Business Bureau

Please do something!

Well I tried to log into my account to find my password was changed a few weeks ago, I tried to reset it, no reset link is sent, your text /chat people say they are sending links, m none show, getting e mails from your support people saying for me to reply to them and I do, they know I cannot use my account, yet after several weeks and several hours on line still no reset link and hours on hold, hung up on, your customer service is horrible, like the store but I am to were I will go elsewereas you have treated me like a un desireable, and ran me in circles and all I wanted to do was see if the freezer I bought my daughter to keep herb brast milk in if I could get a extended warrenty on, for peace of mind so I can do all I can to make sure my 3 month old grandchild has food with baby formula shortage, Preston Steven [protected] [protected] is my member number

New club member. Premium I think. I get free shipping and reduced shipping on deliveries. No problem with shipping. However my first experience w/ delivery was a no show order scheduled 6-8pm. I waited two hours as I requested the order be handed to me becayse I had perishables. I tried online chat who said: only “the club” can help me resolve my situation. That’s when I realized the delivery was considered an order through “the club”. The next morning I tried “the club “a total of three times with the longest hold time being 30 minutes. That’s the 3rd time I’d requested to speak to a manager. Each time I was placed in hold, I disconnected the call because no one picked up. My total whole time was 50 minutes. Customer Service who initially answered, transferred me to curbside, both times telling me they didn’t handle deliveries and that I would need to talk to customer service. Then came the dreaded: hold please. As a final attempt, I went back to the online chat feature. The agent had informed me that operations had canceled my order that I would be receiving a refund and I would need to place my order a new. I never received an order cancellation email and my Sams app still shows my order is pending. The last agent I spoke with offered me eight dollars to cover my next delivery. When I asked if there was anything more she could do, she offered me an additional five dollars totaling $13. The previous night, an agent had offered me $20 for inconvenience of the no-show, which I had not accepted. I hadn’t asked for compensation either, that time. All in all my impression of Sam’s Club delivery has been poor to say the least and I no longer want to be a member. I recently moved to the area and Sam’s is closer than Costco so I thought I’d give “the club” a try. I do not recommend Sam’s Club as they cannot fulfill an order nor can they adequately service the order. Highly disappointed. No egift card will give me back wasted time nor will it instill confidence in The Club.

GIFT CARD HACKED! BUYER BEWARE WHEN BUYING GIFT CARDS!

I purchased 10 gift cards on 12/1/21 to give to grand kids for Christmas/Bdays. The 9th card purchased was mailed to my grandson in mid August 2022. It was in its sealed envelope. When he attempted to use it, he found it had been "depleted" 3/15/22 with an Amazon purchase (when it was declined, he used the VanillaGift.com to check the history and balance). The card was in my safe from 12/1/22 and in its sealed envelope until mailed in mid August. HOW DOES THAT HAPPEN?

When I called Sam's Club, I was informed that I must resolve through Vanilla Visa. After contacting Vanilla Visa today, they have opened an inquiry and I was told that IF they can contest the 3/15/22 Amazon transaction and recover the $50, they will reimburse me. I am skeptical on completing more documents because I expect AMAZON to rebut the transaction challenge.

THIS IS UNACCEPTABLE! I have proof of the 12/1/21 purchase transaction to Sam's Club on my Sam's Master Card. This card was obviously compromised when I bought/activated it. I paid $625 for 10 gift cards and Sam's Club received the money and I hold Sam's Club as my point of contact to resolve the issue. SOMEONE in the security department needs to do a deep dive to investigate how this happens.

I have already spent too much time on seeking resolution. I have all the documentation to support the information above and will continue to blog my story to seek an apology and reimbursement.

Is the complaint department able to offer resolution?

I had issues with your tire service in Plattsburgh NY and your Member Service was useless. See below email chain where they pretty much blew me off.

From: Charles LaPier

Date: August 31, 2022 at 7:53:52 AM EDT

To: Sam's Club Member Services

Subject: Re: In-Club - Poor Club Experience / Complaints [Incident: [protected]]

I did respond and you blew that off also your all the same

I will never and I mean never buy a [censored]ing tire from there again and I’ll pass the word on your service ( how it sucks) figured I would get a response like this from you corporate [censored], your all [censored]. Hire [censored]es and that’s what you get! And I see how you conveniently left all my other emails out in this chain of emails to hide the fact that I did respond “ I have all my sent emails to prove it” sneaky slippery [censored] and if you can’t tell yet, yes, I am mad waste my time for stupidity! And now blow it off like it’s nothing! How would you like to take time off work make a special trip for something that you scheduled a week in advance only to find out when you get there “oh we can’t do it” retards!

Sent from my iPhone

On Aug 31, 2022, at 7:11 AM, Sam's Club Member Services wrote:

Unfortunately, we have not heard from you in 7 days and we now consider the request resolved. However, if you still require our support, please reply to this email to re-open the request. We value your membership experience and are always ready to assist.

From: Charles LaPier

Date: August 30, 2022 at 4:56:46 PM EDT

To: Sam's Club Member Services

Subject: Re: Incident: [protected]

Hello,

Apparently your Plattsburgh store manager is as useless as your people installing the tires because I haven’t heard a word from anyone. Don’t worry I have purchased my $800 tires elsewhere. And I will continue to purchase elsewhere until you straighten up your monkeys at that store. And I will pass the word along to all my friends about your poor service at that store. My opinion you should fire every lazy [censored] there. But you just keep sending customers away and one day you will have no one there buying tires. You should pay me for the half day them [censored] waisted on me.

Sent from my iPhone

On Aug 26, 2022, at 9:24 PM, Charles LaPier wrote:

I sent you my phone number and member I’d a few days ago and I haven’t heard anything from anyone [protected]

Charles LaPier

476 Angelville rd

Mooers NY 12958

Membership # is [protected]

Thanks

On Aug 26, 2022, at 6:49 PM, Sam's Club Member Services wrote:

Subject

In-Club - Poor Club Experience / Complaints

Auto-Response By (Administrator) (08/26/2022 05:49 PM)

Recently you requested personal assistance from us and it has been a few days since we last heard from you. Please respond to this email so we can continue working towards a resolution.

Response By Email (Aidan) (08/23/2022 03:41 PM)

Hello Charles,

This is from Sam's Club Back Office, and we just want to thank you for sending us an email regarding your complaint to the employees of the tire department in Plattsburgh, NY Sam’s Club.

First, we just want to apologize for the inconvenience as this is not the experience that we want you to have from us, but we would love to make things right for you. Rest assured that this will be addressed properly to our higher department to make customer service better.

We totally understand how you feel about this experience, and we are glad that you raised this concern with us because this is not the level of service that our members are supposed to have. We don’t tolerate this kind of behavior and we would like to raise this also to the General Manager of this local Sam’s Club.

Before we proceed with that, we would like to know if you want to be contacted by the General Manager via call? If yes, please provide us with your best contact number, best time to call you and your membership number.

Your response will be much appreciated, and we will be more than happy to assist you.

Thank you for being a valued member of Sam's Club!

Regards,

Sam's Club Member Care

Customer By CSS Email (Charles LaPier) (08/20/2022 02:10 PM)

EXTERNAL: Report suspicious emails to Email Abuse.

To whom it may concern,

I have been a member of Sam’s for many years and today at the Plattsburgh NY store I was so pissed, Your monkeys at the tire shop need more training!

I drive 35 minutes and take time off work to get my tires changed that I had scheduled a week in advance (in person) and when I get there on time for my appointment they tell me they can’t do it (it won’t fit on the lift) what happened to the old days of using a jack the lazy [censored]! I will never buy tires there again if you have employees that don’t know their [censored] from a hole in the ground! I will be telling everyone I meet about this [censored] I got with with your lazy [censored] you have working there with all the bays in the garage empty ( not like they were out straight working just twiddling their thumbs SO PISSED!

Sent from my iPhone

Sent from my iPhone

Question Reference # [protected]

• Date Created: 08/20/2022 02:10 PM

• Date Last Updated: 08/26/2022 05:49 PM

• Status: Waiting

•

We purchased some tires from Sam's Club on May 3rd, 2021, and we got time to take our Van down to Sam's to have its first tire rotation and balance for the first time. I went on August 20th to get that done. My wife started driving the Van a few days afterwards and she felt a vibration on the front driver's side tire so I took the Van back up to Sam's and I was informed that a nut was missing on the front driver's side tire, and they could not do any rebalancing because the nut was gone. I told them all the nuts were there the last weekend I took the Van up there. It looks like the hub stud bolt on the tire was sheared off. I was informed Sam's tire department has cameras that record all the workers while working on the vehicles. I was told they saw nothing wrong I feel I need to look at the tape myself to have my piece of mind about the situation at hand. I would also like to point out that a quick internet search will tell you that wheel studs will only break off if you have a loose wheel on your car which could be due to over- torquing or under- torquing the lug nuts when the tires were rotated or balanced last (which would have been at your establishment).

I purchased a box of McCafe Premium Roast regular and decaf K-cups around Aug 13, 2022. I love this coffee, but I keep getting coffee grounds in my coffee. When I use other brands this doesn’t happen. I have used this before and it was fine, so I don’t know what’s going on with these k-cups. Also, my Keurig has been totally cleaned as required and it still does it.