Sam's Club review: Customer service manager at Virginia beach VA sams club

I went to the Virginia Beach location hoping my experience would be better than what I previously experienced at the Chesapeake Battlefield Boulevard location. Unfortunately, it was not. In fact, the customer service I received was even worse.

I went to the store specifically to purchase the Roborock Q10, which was advertised on sale. When I arrived, there was a sign posted above the merchandise advertising the Roborock as regularly $549 and on sale for $299, with eight units displayed underneath the sign.

I attempted to purchase the vacuum through Scan & Go, as I normally do with my purchases, but it did not reflect the advertised sale price. I had never experienced this problem before, so I went to the Customer Service Desk for assistance.

Initially, the associate assisting me was very helpful. However, when Linda, the manager, became involved and needed to approve the price adjustment, the experience changed completely.

Linda asked me to show her the sign advertising the $299 price. She then explained that the merchandise underneath the sign was not the product referenced by the sale sign. The problem is that, as a customer, I had absolutely no reasonable way of knowing that.

The merchandise underneath the sign was also identified as a Roborock vacuum and mop, and both products had the exact same regular price of $549. The sale sign was positioned over the merchandise, and there were eight units underneath it. From my perspective, it was completely reasonable to believe that the products displayed underneath the sign were the products being advertised for $299.

I was not attempting to take advantage of an error or asking for something unreasonable. I simply believed that the merchandise displayed under the sign was the merchandise being advertised. If the products were different models, that distinction was not obvious to me, particularly since they had the same product title and the same regular price.

Instead of taking the time to explain the difference and help me find a reasonable solution, Linda made me feel as though I was somehow at fault for the situation. I found the interaction extremely frustrating and embarrassing. After receiving no meaningful assistance, I asked to speak with the store manager.

Rather than having the store manager speak with me, a department associate was sent over. He told me that they could order the correct Roborock and have it shipped to my house. I explained that I needed the vacuum that day, which was the entire reason I had gone to the store that afternoon. The Sam's Club website indicated that units were available at the store, so I specifically made the trip expecting to be able to purchase one immediately.

When I explained that waiting three to five days was not an option, the associate told me that they could give me the "broken one in the back," but that I would have to be okay with that.

I found that comment highly insulting and completely inappropriate. I was already frustrated by the way the pricing issue had been handled, and rather than trying to resolve the situation professionally, I felt that I was being mocked or dismissed.

At that point, I decided to take my business elsewhere. I knew other competitors in the local area had the same product available. However, because of the way this situation was handled, I decided to do some additional research on the other Roborock model that had been displayed under the sale sign.

What I discovered was actually quite interesting: the model that Sam's Club had displayed under the incorrect sale sign was a better unit, and competing retailers were selling that model for approximately $50 less.

This is what makes the entire situation even more frustrating. Had Linda or the associate simply taken the time to explain that the merchandise underneath the sign was a different and better model, I would have understood the situation. They could have explained the difference between the two models and potentially offered a reasonable solution, such as honoring the local competitor's price.

I would have been perfectly willing to purchase the more expensive, better model from Sam's Club if someone had simply provided good customer service and explained what was actually happening.

Instead, I left the store frustrated and insulted. Ultimately, I purchased the more expensive, better unit from Amazon because I was able to receive it the next day rather than waiting three to five days. I also avoided having to deal with the poor customer service I experienced at your store.

In one respect, I am glad this happened because I ended up with a better vacuum that I will likely be happier with. However, Sam's Club lost a sale that could very easily have been made.

This situation was not simply about a pricing error. Mistakes with signs and merchandise can happen. What matters is how employees handle those mistakes. In this case, I believe the situation could have been resolved very easily with a simple explanation, respectful communication, and an effort to find a reasonable solution.

Instead, I was made to feel stupid by the manager and then insulted by the associate. That is not the level of customer service I expect from Sam's Club.

It is evident from this experience that the management team and associates at this location need additional training on customer service, communication, and how to handle pricing and signage discrepancies. Customers should not be made to feel foolish when they reasonably believe they are purchasing merchandise displayed underneath a clearly posted sale sign—especially when the products have the same general product description and the same regular price.

I hope this complaint is taken seriously and that the situation is used as an opportunity to provide additional training to the employees involved. A little professionalism, courtesy, and willingness to explain the situation would have made a significant difference.

Instead, Sam's Club lost a sale and left me with a very poor impression of the Virginia Beach location.