Sam's Club

I have been a member of Sam's Club for two years now and have always had a good experience until last week. I placed an online order during the Black Friday sales for a Roku HDMI Streaming Stick - 459645 ($39.86) and Riding Boot Black 7 - 817510 ($29.98) on 11/25/2014. I received an order confirmation email with an order number of [protected]. When I went back to track my package, it said my order had been cancelled but I had never cancelled my order. After calling customer service, this is when they decided to inform me they did not ship to PO Boxes. Even though I received a confirmation email, nor did nothing kick back saying we cannot ship to a PO Box while filling out the order in the first place, and third customer service did not even have the courtesy to call and let me know this. I had to call and find out for myself where and why my order and had not been delivered yet. To top it all, she tells me the Roku was now $10 more even though I purchased this during the Black Friday sale, and my boots were not available and she had no idea when they would be back in stock. Not only did Sam's not warn me in any way, shape, or form they did not ship to PO Boxes, or that it mattered I ordered my items and received confirmation for my items for that price, I was not getting those items and not for those prices, but they TOOK THE MONEY OUT OF MY ACCOUNT AND NEVER CREDITED IT BACK! The customer service representative’s response, "Oh well we were waiting for you to call to see if you wanted us to still ship it." If my boots are out of stock then how were you going to ship my order? And if I still wanted you to ship it, would I have gotten my Roku for the Black Friday price? I told her to cancel the order completely that I most certainly did not want any of it. I just upgraded my membership at Sams but you better believe I will NOT give any Sam's Club any business after this incident. If your customer service does not even have the decency to call and let me know you are not shipping my order or why you are still holding my money but not shipping my order?! And then you are rude when I DO call. No. Never again Sam's Club...NEVER again. Extremely disappointed!

Don,

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But when you upgraded your card, you essentially renewed your card for another year.

Their promise to refund would have been held until it was time to renew your card again.

We purchased a laptop at a Sam's 2 1/2 hours from our house. When we purchased the laptop they guaranteed if there was anything wrong with the laptop it would be returnable to any location. When we arrived home we found it to be password protected. We called and they didn't have the password. We asked if we could bring the laptop in to see what they could do. They told us that no matter what they would not return the computer. We asked to speak to the store manager. She said that it was not cost effective to return electronics and hung-up on us. We called corporate and they were of no help besides being able to file a formal complaint.

Work in the area of a store and Saturday you still have the business first from 7:00am to 10:00am, I can understand mon thru fri, but the weekend and then you want more money for me to come and shop early with you. There is a problem and having hours like that on the weekend makes me wonder how anyone would want and continue shopping at your facilities. Time for me to take my money to another store where those types of restrictions are not in place ON THE WEEKEND.

@JKLToy

Can you help me too?

I bought a laptop from Sams club on 1/31/13 and it was a display. It had problems from the get-go, but nothing too annoying until the other day. I closed the lid and next time I opened it the screen had apparently cracked? And it was a small crack but the "ink" ended up spreading all over the screen over time. At this point the damage just keeps getting worse!

I have been to the sams club I bought this from TWICE already trying to return it. The first time the "manger" literally YELLED at me to go away and that I dropped this and he will not take it back etc etc. I left thinking I will come back when this behemoth is not working to get a refund. I should mention, I still have like 20 days on my 90 day return policy.

I went back today but- that manager guy told the store associates not to accept my return! She also turned me away telling me the manufacturer will fix it- or give me a new one for free. I called and spent a good 30-40 minutes with "tech support" and the manufacturer to find out I will have to spend a LOT OF MONEY to get it fixed. She just said what she needed to to get me to leave.

Oh no no no, this cannot be the way Sams club is treating a plus member who has spent thousands on thousands of dollars here EVERY MONTH. I used to supply my restaurant from here I am sure you can imagine the amount of money I have spent. And that is not even the issue, even if I bring them a broken laptop in pieces, they should still accept it if it is within 90 days with receipt. Am I wrong? The people at this club are so rude and keep saying since I didn't buy it with this defect I cannot return it with this defect, that since I "abused" it, they cannot accept it, and since it isn't restockable it is unreturnable, etc. What rubbish?!

Please advise.

I agree totally. I bought a computer from Sam's Club also. It was a display model. The store associate did unlock it and I put me in, but I later found all of the files on the computer were in the stores name and the associate's and further that all the free trials ect... were used up. The computer also had a tendency to to have all kinds of pop ups for porn sites, even while on e-bay. these Morts should not be allowed to do this to a computer. I had no choice but to do a full wipe and reset which takes an extremely long time.

my vehicle was damaged in sams club parking lot after a bad storm several months ago in Gastonia N.C. The parking lot attendants left carts all over the lot while fleeing from the rain . My car received 1500.00 dollars in damages . A claim was submitted on site . sams club management and their insurance company reps. refuse to address this issue . All the insurance co needs to do is view the film from the cameras on top of the building .My car was damaged due to your attendants neglect . please can you do the right thing ? J mike

It is rude to be late and make demands to others because of your irresponsibility. I'm glad they put you in your place. This complaint only proves your immaturity. We need all businesses to put these selfish, immature selfish trailer trash in their place.

Great advice, JKLTOy. Clear, specific.

The Sam's environment sounds worse than a war zone, from what you describe re the managers & employees. Why is there such a bad attitude toward customers? Are mgrs & employees trained by HQ to act this way? Are mgrs paid commission by store sales volume? Are individual Sams stores franchises? (I've read each store/mgr can make their own rules).

You should have an Insider Sams blog, lol. I'm sure it would be popular.

~~~~~~~~~

I work at Sam's Club as an electronics associate.

First things first: If the laptop was sold to you as a display, the password *should* be the Club #. Each club has a specific 4-digit club number - if you can find out the club number of the club that the laptop was purchased, there's a decent chance (assuming that the associates are following protocol) that that should work. That having been said, the fact that no one knows the password makes is, in my opinion, lame and beyond that, unacceptable.

Secondly, and this is VERY important: as a member, you are entitled to a 90-day return policy on ALL electronics items. That is a company standard. Truth is, the managers at your club are in fact trying to pull wool over your eyes. They are telling you that the laptop is non-returnable / non-refundable because they would prefer it if YOU were responsible for the failed product. They'll get to keep your money and, in return, you'll get to keep your defective laptop. This is obviously wrong. Again, I work full-time at Sam's and have for years and I am telling you flatly that in addition to flat out lying to you, they are distorting company policy for profit at your expense.

Here is what you MUST do if you really want to get your money back:

1. If you are still within 90 days of your purchase, definitely call them ASAP and don't let them off the hook until you say to them that you are in fact aware of the 90-day return policy for all electronics and that they must honor it.

2. If they still refuse, then I highly advise you to use the following tactic: Explain to them that they are defying company policy and that should they continue to refuse your refund that you will discuss the matter with the regional manager, as well as HOME OFFICE (this is code for corporate headquarters - managers will usually do just about anything to avoid member complaints directed to Home Office - remember this, I promise you that this threat is almost always very effective!)

3. If it is now past 90 days, you can still threaten to contact Home Office with the understanding that the 90 days would not have elapsed had it not been for the intentional stalling tactics of the club managers - tactics that were being deliberately used to run out the clock, so to speak. Insist that had they actually followed the rules to begin with that the 90 days would not have elapsed. If they seem unmoved by this, threaten to expose them as the greedy liars that they are - threaten a call to Home Office as well as a consumer protection agency.

4. If for some reason you don't have the receipt from your purchase, they will try to use this against you but please keep in mind that all purchases that members make are logged into a computer database. They can search your buying history - it takes only a few moments - so, with or without a receipt, the purchase of your laptop can still be proven through a quick search. So yeah, if your receipt is missing, don't sweat it and don't let them use it as a weapon against you. That having been said, without a receipt you will be forced to either exchange the laptop with another or they'll give you a Sam's Club gift card valued at the price of the return. You won't be able to get your money back without a receipt, but at the very least, they will still have to honor either an exchange or the issuance of a gift card, which is still better than nothing.

5. Do not let them walk all over you. You must remain calm and assertive. Don't get angry with management, it won't do any good - if you remain cool-headed, firm, and persistent and if you make full use of the information that I've given to you here, then I am VERY VERY optimistic that you will in fact get the refund or exchange that you so rightly deserve.

This advice goes out to anyone who shops at Sam's Club for electronics. As a member of Sam's Club, you have a number of safe-guards and privileges available to you - and while corrupt managers may attempt to hide these privileges from you, if you know your rights you'll be able to dish it back to those who would deny you!

Geraldine,
I was a cashier at Sams Club in Illinois. It is a nationwide policy for ALL greeters to check ALL receipts at the door. If you notice them not doing so, go to corporate. Also, the reason why the person called for credit only, is because cashiers and anyone on a register gets their own till with $150 to start, so if money goes missing they can keep track of which cashier it was. If a cashier has no till, they can ONLY accept credits as to not mess up the tills that have EXACTLY $150 in it, which would throw accounting into a frenzy. I prided myself into taking members as quickly as possible, even if it meant skipping the PLUS and Credit scripts just to get you out the door. Also, door greeters are not in the loop when it comes to the front end. If one cashier has a problem, they aren't going to know, it's not their department.

I sent an email a few days ago.. and am surprised no one replied.I find that the store on 45th street in West Palm Beach is impossible for people needing a power scooter to shop.It appears that most are out of order and the store help does not go out to the parking lot to bring back those that are not in use. There seems to be an air of indifference to making their handicapped and senior buyers to be able to shop. We will not renew our business membership after a couple of recent visits that made a struggle . The local chain supermarkets make their customers happy by always having assistance a priority concern. Good bye Sam's Club

The racist comments here are BS. I shop the Sam's Club in Novi frequently and have always had my receipt checked. And I'm as white a snow. And I've been in a line full of white people waiting to exit the store.

Um hands up if this sounds like a troll complaint to you...

Why don't they check the receipts of white customers than when I am not shopping. They only check the receipts of white customers if a black is in line behind or in front to pretend they are not racist. If all the customers were white they would not be checking the receipt.

"But w/e, so I guess you were just being upset at having to wait in line afterall. Congratulations on being impatient?"

You also would have been impatient if you had to wait in line for8minutes and 34 seconds. I timed it on my timer and this is the longest I had to wait. They only helped those in front of me because I am black and they are white. The gentleman in front of me was white as well, but they had to draw the line somewhere to not look like racists.

Look can you guys please stay on subject, and yeah Zachary I admit I was rude but she still should have answered my question. The greeter pretended to not to know what I was talking about besides she is racist she checked my receipt as if I would steal from the store just because I am black and from Nigeria. Also I am contacting a lawyer and suing them because I was so furious that I was not concentrating on my driving and got into an accident because I was driving too fast. They caused this by what they did and I will be suing them.

"The last time that happened to me, where they started taking people from the line that were behind me, I took it to corporate. That is unacceptable when you've been waiting patiently and then they come and take people from behind you."

Actually they were in front of me.

I don't know what the complaint is, bbut if you are that upset you should always speak with a manager.

I would like to say I do not appreciate Sams Club terminating my friend and accusing her of credit card abuse. They have already treated her unfairly by discriminating and harrassment actions. She called corporate office serveral times within the past serveral months complaining about how she was being treated. The next thing she knew she was terminated. They also had her arrested. What a shame that we have this club in our area.

I have a Sams Club account my card was stolen and I have a bill with a returned check. I have never owned Checks so was not mine. call me @ [protected] thank you.

watch are a fraud 250.00 and its not waterproof the label says it is /the 300.00 dollar blue topaz ring the stone falls of w/o even doing anything to it

I bought a 12 pack at Costco, Best by 02-20-2015. 34 days after this date, 04-04-2015 at least 8 of the cans exploded all over my pantry and made the most awful smelly mess and all Carnation could say was, "well, is is best used by the date on the can and we cannot guarantee the quality after that date". Well, maybe not the quality, but did the cans have to explode to make a point? Took several hours to clean up the mess on the shelves below.

i just opened a can of Carnation evaporated milk, poured it into my recipe except for a small amount which i always do because i love to take a drink. so i took my drink and it was spoiled. oh, the terrible taste! i don't know if i will ever be able to use this product again without tasting that! it was definitely spoiled although the expiration date was 3/13...what happened?

Dear ###,

As a fellow Texan, I am shamed that you are in my state. Your friend can not be arrested for no particular reason. Obviously they did SOMETHING wrong to justify the fact the police picked them up. The truth hurts, especially when you're not used to it.

Sincerely,

Anyone who has ever worked in customer service.

Hmmm the cops don't arrest people for nothing. This reminds me, I must go pick up a huge pack of toilet paper. See ya!

It sucks that sams club is training and forcing all thier employees to sell plus memberships and putting a quota on them to hit each month/day. Some people have to cheat the system to meet thier goals and keep thier jobs and because of this it is adding to thier already poor customer service, this is just one of many examples of this.

Then go get you chicken from someplace else, it seems like they would not miss you one bit.

Your plan at minimum is a 2-year plan from April 2009 - Mar 2011. All electrical and electronic failures are covered, not software.
It doesn't sound as if the "service" company person diagnosed the issue properly. Most of the issues that would cause your problem are well beyond what the $10/hr cust svc rep for the service contract company is competent for.
Go to the Club Mgr, he/she has an "escalation" hotline number direct to the service plan administrator. They will take care of you promptly. This escalation should have happended already.

Who cares! get over it! If you dont like it dont buy it. Next time check the label before you buy it if your just going to complain. That is good chicken salad!

I bought rotisserie chicken salad from Sam's and 1) it came in deli packaged container like a regular salad and 2) the ingredients only list chicken and traditional dressing PERIOD, 3) I spoke with the deli department and there is only CHICKEN and dressing in the chicken salad. Go get a life and stop posting false comments.

I work in a Sam's Club and see 30 to 40 chickens come of off spits daily. They go straight into chicken salad.

listen CRAPnemesis, you make a living off arguing? hows that treating you? .. ###ing loser. get a real job. of course i dont starve myself for ghana, who the ### would that? maybe your taking the comment a little to literally so let me clear things up for you and slowwwww it down since i guess they didnt teach you ### at whatever school you dropped out of to argue for a living. its not just ghana, kids everywhere dont eat everyday and there are people out the who are fortunate to eat 3 meals a day and yet thats not good enough because they have to sit and complain about some premade ### they bought a sams club. this ### is lazy and complaining about imitation chicken. you and this person need a reality check. that whole reply just shows how much of a ### you really are so im not going to say more. you did all the work :)

Listen mwarz if you think you are going to get some kind of back and forth argument from me here over Sams Club's ### meat you are crazy, you would never win anyway, I make a living off of arguing...so go to hell or go to Ghana you crazy ###. If you think your comment about starving kids in Ghana was not dumb...sorry, I really do not know what it had to with imitation chicken but whatever. I bet your are not starving yourself for the kids in Ghana. If you are so concerned about the starving kids in Ghana; get off of your ###, off the Complaints Board and do something about it! You have had or have more than one account here. Do not bother replying back because I will not read it. You will be talking to yourself. Use the time it would take you to TRY and say something smart here back to me and invest it into the starving kids in Ghana. Instead of feeding trolls such as you I will feed the starving kids in Ghana too, will that make you feel better?

crapnemesis... you dont think i realize? well you thought wrong so in fact your kind of dumb. if you have any type of allergy, then you should read any and all labels, especially already prepared food from a huge wholesale chain such as sams club. is it that hard to turn the jar around and read the ingredients? it is unnecessary to have it in the front. if this person was concerned about the ingredients or allergies she would have read the label beforehand. she was a little more upset that it "tasted different" and that it wasnt real chicken.

mwarz...I do not think you realize that people can die from food allergies...so your comment is kind of dumb. I do not think OP was upset about it being imitation chicken but rather the fact that it being soy based should have been on the front of the jar. I agree with Brenda that people with allergies should always read labels.

this is such a heartbreaking story. im sure the starving kids in ghana would be devastated that their sams club chicken is soy based, you know since they get to eat gormet meals everyday and all.