Sam's Club
reviews and complaints

My name is Terry Caylor I am an employee of Samsclub at 4827 S. Wadsworth blvd, Denver, Colorado. I have had my scheduled work days deleted more than 5 different times. I am down to 6 1/2 hours a week. I have had the store manager Matt (last name unknown) yell "how are you today, sir! at me, areas in the store were sabotaged with the intent of me constantly cleaning it up. This behavior is completely unprofessional and exhibiting a culture at Sams club of mismanagement due to no oversite of store managers. I have decided to bring this to the attention of The Department of Labor. The only remedy for this type of harassment would be my original schedule returned and a written apology from Matt on company letterhead. If you have any questions you my contact me via email at terry.[protected]@yahoo.com.

I ordered a TV online at Sam's Club in Lady Lake, Fl. It said available in store, pick up next day. Next day, cancellation notice. I chatted online with someone who said she could do nothing on replacing it with a similar model. She said to order again and she would send them info to have the inventory! I reordered and received a cancellation again. (I did purchase a mount for the TV and picked that up)
So I feel like I was misled that you had the item I wanted, just to entice me to come in and also WAIT for the TV.
I needed the TV asap as it's for a rental property and I have someone helping me there now, not in a few days.
Ended up ordering at Best Buy. Not happy at all with this experience.

My online order [protected] was delivered to the wrong address. I contacted Sams Club through online chat incident #[protected]. The rep Ventura asked that I wait an additional 72 hours before they would refund me. That time was up on 1/17/2021. I contacted them again on 1/18/2021 to request my refund and was told I must wait additional time. This is unfair! Now I want the order and my refund.

My first order was 5022632883 for an outdoor shed and was told it would be delivered on 1/5, I took off work and lost a days pay and it did not come. Called and they could not find the item, so they put in for a replacement and that order number is 6342997249 for the same item, it comes through pilot motor freight, I called and it was in Pooler, GA, then sent to Savannah, GA. I talked to someone from the pilot in Atlanta because that is where it was headed and they said it was on their dock. Spoke to a Sams rep today 1/13, and she was told it was still in Savannah, when I looked on pilot website 2 days ago it was supposed to be delivered today, but now I find out it is not in Atlanta. I need to be here when it is delivered, it is 3 large boxes, 471 pounds total. I do not want to lose another days pay if they say it is coming and does not show up.
Whatever help in expediting this order would be appreciated

I have always loved Sams club Angus burgers went and bought some and they taste like veggie burgers They are not normal.

My husband and I were members of Sam's club 10 years ago. In all these years I only have one complaint. The Lady's restroom the floor is nice dirty smells terribly bad. Pure smell of urine. These bathrooms need bleach. Please do something about it. We spend the money on Sams and deserve clean bathrooms. We also recode that the baths have to be disinfected by the coronavirus. If you don't believe, you go and use them especially that of the disabled ladies. Thank you Waiting for an answer.

I was there today. Cinnaminson Sam's Club
No. 8145
2521 Rte. 130 S.
Cinnaminson, NJ 08077

Ordered flour and a few other items to be delivered and when it was the flour was completely open and all over the box. It was leaking out all 4 corners of the box and everywhere. I want to use the app to order again because I don't want to haul all the kids to the store, but I may have to because half the bag is gone now. All I ask is for the flour to be replaced.

On line for a television on Saturday December 26, 2020 . Delivery was said to be for Monday December 28, 2020. Television was not delivered and when I went to chat they said I needed to call customer support. So I did and they gave me some story that our online was flagged and being checked for quality control and would be delivered by January 11, 2020.
This did not sit well with me so I asked for a supervisor. Person Number 47308 told me unfortunately there was nothing that could be done it was just a process that the system goes through.
This television is for my 90-year-old sister and brother-in-law who live in assisted living in Ocala, Florida and I live in Georgia. Their television went out and this is their method of entertainment so when they called me I said Sam's is the answer for a quick response. Boy was I mistaken.
Carol Letcher 912.677.6800 [protected]@gmail.com
My order number is [protected]

Placed 3 orders on Sam's Club.com, for Christmas presents, for 3 families, on 12-9-2020, and received confirmation emails for all 3 orders. 
(Order # 625488****,  625488****,  559438****)
Subsequently received confirmation of shipping, via FedEx, with tracking numbers, on 12-16-2020, saying orders were on their way, with 2 arriving 12-17, and 1 arriving 12-22, all in time, before Christmas.
That was the last communication from Sam's Club.
12-26-2020, I call all 3 families to see how they liked their gifts...They tell me they NEVER got them !
I check the tracking numbers, and all 3 say "Delivery Pending".  I call FedEx to find out why. They say they never receive the items from Sam's Club.
I call Sam's Club, and they say they never shipped them, because items were back-ordered! Your website said they were available on the date ordered.
My credit card was billed on 12-9.  Sam's Club had 16 days to notify me that item was NOT available, and to order something else, in time for Christmas.  Instead, they sent me an email on 12-16, assuring me to relax, my items were on their way in time for Christmas delivery, and Sam's Club was handling it !
As a result, NO Christmas present for 3 families... No opportunity for me to order somewhere else, for Christmas delivery, because Sam's Club never bothered to take the time to notify me (via Email, phone call or mail, all of which Sam's Club had from my order).
And Sam's Club's solution to fix this, is to simply refund my money on 12-26-2020, the day AFTER Christmas, and almost 3 weeks after the order was placed, saying "Too Bad. we are Sorry, we should have notified you" !  
How does this fix Christmas for these 3 families ?  How does this repair my looking like a Scrooge Jerk to them ?
How does that show my value as a Plus customer of Sam's Club ?
Great customer service for a Plus member who made a huge mistake and just renewed to Sam's Club !
And now I am left looking for 3 very late, replacement Christmas gifts, to make up for this.
Thanks a LOT, Sam's Club !

I visited the gas station at the Gurnee IL Sam's Club on Sun 12/6 at 5PM. Evidently I dropped my Visa card on the ground near the pump. Once I realized my card was missing, I returned to the gas station Monday morning 12/7. Charles, the Sam's associate staffing the gas station, confirmed he had picked up my credit card and brought it to Sam's Customer Service at the end of his shift. I went to the Customer Service desk at 10:05 AM on Monday, showed my ID, and was given back my card.

On Tue 12/8, fraudulent charges appeared on my card statement: 1) an authorization for Johnsonite 422899 (no amount), then shortly afterwards 2) a $444.53 charge to Jewel.com store 0068 Hinsdale IL, store ph# [protected].

Evidently someone who had possession of my card between Sun night and Monday morning either sold the credit card information or used the card for their own fraudulent purposes.

I have filed a report including these details with the Gurnee IL Police (record 20-85825) Ph# [protected]

As Sam's Club employees handled my credit card during the noted time period, I expect that this incident will be investigated.

Robert Bachert
[protected]

I ordered 2 gun safes on 11/20/2020 at the advertised sale prices. I tracked the order and saw that it arrived at ait transit in springfield mo and they would contact me on 11/30/2020 to make delivery arrangements. I didn't hear from them so called them...Actually it was a chat on the computer. I called them later because the person I was chatting with had no clue what was going on. They ended up telling me that the gun safes were damaged and they would have to contact the place of purchase *sams* and let them know. They told me they were going to send pictures to them also. Next day I chatted with sams club, they said they hadn't rec'd anything and didn't know about it. Later that day I chatted again with sams club still hadn't heard anything but april who I spoke to was going to get ahold of the transit company in springfield mo. She promised to email or call me. No response. Now it is 12/10 and I am told that they don't have anymore in stock and supposedly the safes were returned to sam's warehouse, but they cant confirm. Here is my chat:
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Jhael (responding)
Jhael: thanks for contacting sam's club, my name is jhael. How may I help you?
Robert bennett: hello - trying to figure out when my order will be delivered.
Jhael: thank you for your inquiry. I'll be more than happy to check the status of the order.
Jhael: may I have your name, email address, and the order number please?
Robert bennett: it was originally shipped, but apparently was damaged so they told me they were going to re-ship it, but I haven't gotten email or call. Robert bennett [protected]@gmail.com original order # placed 11/20/2020 is [protected]
Jhael: thank you for the information, robert. Allow me 2 minutes to review the order and i'll be back the soonest I can.
Robert bennett: ok thanks
Jhael: sorry to keep you waiting, robert.
Robert bennett: I had a case number but can't locate it
Jhael: it's fine. I was able to review also the related case of this order.
Jhael: it seems like our last communication was via email on december 6th letting you know that we will process a full refund instead of a replacement since the gun safe is currently out of stock.
Robert bennett: what email address did you send it to and it hasn't been refunded. We want the 2 safes
Jhael: we sent the email at [protected]@gmail.com.
Jhael: unfortunately, refund is our best option at this time since we can't guarantee if the new stocks will arrive at any time.
Robert bennett: I have been checking every day. I have no email
Robert bennett: this is really upsetting because I have been reaching out to the transit company and you guys several times just to get the information.
Robert bennett: did the damaged safes get returned?:
Jhael: yes. The carrier was able to confirm that the safes are returned back to our warehouse.
Robert bennett: due to all this hassle, I not only want the money paid 729.53 along with a credit of minimum of $50 on my sams account. That is the least that you can do. Please get that approved
Jhael: my apologies for the inconvenience this is causing you.
Robert bennett: I have been a sams customer for a long time... We now changed to a business account and order frequently along with store visits.
Robert bennett: this has been going on since 11/30/2020!
Jhael: we will definitely process a full refund for the order. I can also extend your membership for 3 months to compensate the inconvenience. How's this sound?
Robert bennett: yes I suppose... Fyi - the carrier that you all used is one of the worst I have ever dealt with. The safes arrived at their location on 11/27. I started calling on 11/30 and chatting with them. Finally got some information that they were damaged but 3 days later, you guys still didn't even know that because I talked with april at your company. Now its 12/10 and I am just finding out... Also resend the email because I have several from sams club but all emails are about special deals/sales going on.
Robert bennett: also I want a rain check at that price for the 2 safes.
Jhael: I understand how frustrating this must be on your part, robert. I reviewed all of the related chat and calls about this case.
Jhael: i'
Robert bennett: thank you... Please email me that rain check information also. [protected]@gmail.com
Robert bennett: I have my phone with me now to check email when it is received.
Jhael: i'm afraid rain check isn't an option but you may check our website for the availability of the safe from time to time.
Robert bennett: why is that not an option?
Jhael: I check your profile and the email address save on file is [protected]@yahoo.com. Have you checked this email address also for any correspondence from us?
Robert bennett: yes and nothing there either
Jhael: i'm afraid rain check isn't a practice here at sam's club even for other items that's currently out of stock.
Robert bennett: it's been 3 weeks that this has been going on... Sorry I know its not your fault
Robert bennett: so when they come back in stock... I will have to pay full price?

Robert bennett: wow... Thanks sams club
Robert bennett: my wife just told me that last thursday a couple guys were driving around the neighborhood looking for an address. He told her there were 2 gun safes in there.
Robert bennett: it was a ryder box truck...
Robert bennett: the address they told her was not ours but they came on our property. She didn't put 2 and 2 together, but you know its just a little strange that the safes were "damaged' and you cant prove they are in your warehouse. Did you ever get pictures from the trucking company?
Jhael: we actually had a talk with the carrier about this case and they confirmed that the safes were returned back to our warehouse because they were damaged in during transit.
Robert bennett: it a very very rural area where we are and everyone has guns... Hunting is big there. A couple of gun safes would be very handy to anyone.
Robert bennett: did you get pictures of them? That is supposedly what was supposed to happen
Jhael: the photos may have been forwarded to the back office team for review.
Robert bennett: I have to step away for a minutes... Please keep me posted. Don't close chat until I confirm that I have received the email that you are resending to me.
Robert bennett: I will be back in 5 minutes
Jhael: no worries.
Robert bennett: ok I am back... Did you resend email yet
Robert bennett: I don't have it in my inbox or spam
Jhael: I haven't sent any emails yet since this chat session will close.
Robert bennett: what do you mean?
Robert bennett: copy paste the email into this chat then
Jhael: here's the copy of the email sent on december 6th.
Jhael: hello robert,

This is to follow up regarding the order that was damaged while in transit.

Kindly confirm in order for us to process the refund. If we do not receive a response from you in 24 hours, we will go ahead and initiate the appropriate refund for the undelivered item.

Thank you for being a valued member of sam's club,

Nicco
Members advocate
Robert bennett: and you said that was sent 12/6? So why hasn't a refund been processed yet?

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Robert bennett: and you said that was sent 12/6? So why hasn't a refund been processed yet?
Jhael: we need a confirmation from you that you agreed with the resolution we provided.
Robert bennett: then why was this in your message: if we do not receive a response from you in 24 hours, we will go ahead and initiate the appropriate refund for the undelivered item.

Robert bennett: if you sent the email 12/6 then the credit/refund should of been processed as this is 12/10
Robert bennett: what am I supposed to say>... No don't refund me?
Robert bennett: come on
Jhael: my apologies for that. We need a confirmation from you that you agreed with the resolution we presented to ensure that your confirmation for the refund has been documented.
Jhael: I hope you understand that every process we do in every member's account is fully acknowledged by the involved member.
Robert bennett: I will ask again because you don't seem to understand. If the email was sent on 12/6 and sams club doesn't have any more gun safes in stock... Hmmm.. Let's think about this. Do I want sams to keep the money and me not receive the safes? No so refund the money now
Jhael: as discussed, the email asked for your confirmation for the refund. Apparently, there was no response made from your end hence the refund hasn't been processed yet.
Robert bennett: because I didn't get an email
Robert bennett: refund the money
Robert bennett: now
Robert bennett: is that clear enough?
Robert bennett: I cant respond to an email I didnt get
Jhael: all right then. I'll proceed with the refund.
Robert bennett: confirmation #?
Jhael: the refund of $729.53 has been submitted. The reference number is [protected].
Jhael: the refund will be posted back to the original payment method in 5 to 7 business days.

I am requesting a refund on a defective Serta mattress order number 2301136663 purchased from Sam's Club online on July 1, 2019. I contacted Sams customer service on September 2, 2020 and was referred to Serta customer service. After waiting on hold for over one hour the call was dropped. After many repeated attempts to contact Serta, I finally spoke to a representative who emailed me the information required to submit the claim. I submitted all the required information on September 25, 2020. After three weeks with no response I called Sams again. They referred me to Serta who referred me back to Sams and on and on, basically a runaround. I have spent countless hours on the phone trying to resolve this issue and am very disappointed in the treatment I have received from both Sam's and Serta.

Lee Francis
[protected]@windstream.net

The Serta P.O. # is [protected]

We purchased a Bacon wrapped Pork loin on Saturday November 7th.
Scan Code #220816311620
I made the same day and it was horrible! There was more fat and hard pieces that meat. I had to throw half of it out.
I was very disappointed and wasted $11.62

I would appreciate a refund of this product.
Donna Musielak
186 Messer Ave
Depew, NY 14043
[protected] Cell

I have called Sam's club 3 times with afternoon & no one ever answers the phone. It rings until it goes to hangs up (busy). This is the store in San Antonio, Tx. Manger Janet Palma. Phone # 210-680-9425. I have a business card for over 20 year & your store does not offer customer service at all. Sad that we pay for this card, maybe that's why everyone is changing to Costco.