Sam's Club review: Pick up service

I am disappointed with the customer service my mother received at the Sam's Club located at 2601 S. Cicero Avenue when attempting to pick up Order #80000006690359 between 11:00 a.m. and 12:00 p.m.

The order totaled only $22.63 and was paid for using Doris Wallace's card. My mother, Doris Wallace, and I, Tisha Wallace, share the same membership account and address. Although I changed the pickup name to Doris when placing the online order, the system defaulted back to my name.

My mother, a senior citizen, was denied pickup by both the staff and manager, forcing me to make an additional trip after work. This was especially frustrating because our family shops at this location regularly, and neither I nor my son have ever been questioned or denied when picking up previous orders.

I understand the need for verification procedures; however, the policy appears to have been applied inconsistently in this situation. I would appreciate an explanation as to why my mother was denied the order and a review of this matter to ensure better customer service and consistency in the future.