Sam's Club
Reviews and Complaints

On January 21, 2022, I ordered a counter depth black stainless steel Samsung side-by-side refrigerator with the Alexa Hub. Item number [protected] (Sams Club website . It arrived February 1st. When it was delivered I went out to the truck to see if it was the correct one and it was the 27 Cu ft not 22 cu ft. I rejected it and immediately called Sams Club to report that the wrong one had been delivered. I got an apology and $400.00 credit to my Sam Club account for the inconvenience.

I again ordered the same refrigerator with the same item number on February 1, 2022. It arrived but it arrived February 10th. I assumed it was the correct one and got out of the delivery guys way and allowed them to set it up. As soon they set it up I realized it was the wrong one. It is too big. Again I had received the 27 cu ft refrigerator when I had ordered the 22 cu ft counter depth. I told the set up guys it was the27 cu ft ( wrong one). They said they just do deliveries and I would have to call Sams Club. I called Sams Club before the guys drove off. Again I got an apology and was told that I should reorder the right one. I told customer service agent that I indeed did order the counter dept refrigerator. Again I ordered the same refrigerator counter depth on February 10th. Not sure what day it was delivered, but I checked the one on the truck and again it was the 27 cu ft refrigerator so I rejected it. I called Sams Club again and received another apology.

I again ordered the same refrigerator on February 10th, order number [protected] (on Sams Club website) who told me this was the number I should use. At first the rep gave me another number and then cancelled it. She called Samsung and basically I talked to the Samsung rep and really got no help. Just told me they would pick up the refrigerator. My question was what am I supposed to do when you pick up the refrigerator cause then I won't have any way to keep my food. Basically I was told too bad, so sad.

I Called Sams Cub again with my delima. I asked what was I supposed to do when they pick up the refrigerator as I would have no way to keep my food.

I have called Sams Club every week since I received this refrigerator. I was told at least a month ago that Samsung gave Sams Club the wrong item number for the counter depth refrigerator and that they (sams Club) would call me when it was fixed. Well as of today it has not been fixed.

I talked to someone at Sams Club again on March 14th and 16th and still get the same thing. I asked for the case to be directed to corporate. I got nothing. Got a call from XPO on the 16th saying they had not received my item in the warehouse yet but would call me as soon as it came in. I asked what the item was. The guy on the phone said it was a 27 cu ft Samsung refrigerator. I explained to him that his company has delivered this refrigerator to my house at least 3 times already and that it is the wrong one.

Got a call today asking when they (XPO) could come and pick up the refrigerator. It is scheduled to be picked up Wednesday, March 23rd. I asked them what was I going to do without a refrigerator. The guy on the phone said he would check and see if he could deliver one when picks up the one that I have.

Of course, I was charged 2 times for the refrigerator. Just received one refund back on March 9th after arguing with a member rep. Sams Club had no problem charging me for the items that I did not order.

Every time I call Sams Club the reps are very apologetic but apologies are not solving the problem. Looks like no one cares about my issue because it is not theirs. Sams Club says it is a Samsung problem and Samsung says it is a Sams Club problem.

I have been a member at Sam's Club for 28 years and honestly, I have never in my life experience experienced such a mess. I only ordered 1 refrigerator and it has caused me so much heartache, headaches, depression and sleepless nights. You cannot imagine the amount of stress that I have had and still have. Now I have to give up the refrigerator and have no place to keep my food. It is not reasonable that I should have had to go thru all of this just to get or rather not get what I ordered.

I am ready to go to the news station channel to resolve this issue. This is unbelievable!

It is very unreasonable that a refrigerator can be ordered 5 times and still not get it right. Here I sit with only a few days before I have no refrigerator. I am at my wits end! Please help!

Container codes - APR/03/2022 20 p =-[protected] product comes in (8) 4 oz. container package. We buy 2 packages of this product every 2 weeks from our local Sam's Club in Ocala, Fl. This is normally great chicken salad and very convenient. The last package contained some cups that were not consistent with others. The mixture was more like thick soup than chicken salad. It lacked any textured pieces of chicken. We found 3 of the 8 cups to be of a different consistency in the one package. We have not sampled the other package of (8) 4 oz. cups to date. The product was not spoiled to the taste. It appeared to have a much larger portion of mayonaisse than other cups or previously purchased product. Not sure how the consistency could change from one cup to the other that dramatically.

We will continue the try the balance of what we purchased. Hopefully this was not a widespread problem. We would like to hear from you on this matter.

Robert Robinson 167 W. Mickey Mantle Path, Hernando, Fl. 34442 Sam's Club Member since 2017.

Sam's club approved me for a card I never received it was there fault they sent the statement to the wrong address not mine now they're saying if I want a credit card from them I would have to re apply I shouldn't have to do that to get another Hard inquiry on my credit report for the same thing It's there fault not mine I feel I shouldn't have to pay for their mistake

Order number [protected]

I have been trying for a week to get a return label for the cell phone and warranty plan I ordered. I ordered the wrong cell phone by mistake. I have done the online chat 4 times, took the phone to the Florence Sam's Club and called customer service and still no label and the store in Florence SC said they could not take the phone and warranty plan back because they can't put it in their inventory. Your website says orders can be returned to Sam's Club. That is not true. Every time I call they tell me 3 days or 3-5 days. Someone finally called Saturday and told me to hold on, five minutes later they hung up and never called back. I have never had this much trouble returning something. I need a return label immediately. When I called today the lady said some junk about me being out of town. I don't even know what that was about. I have never told them I would be out of town. This is the worse customer service I have ever experienced. My cell phone is [protected].

It’s march 12, 2022. This is for sams club, although I won’t provide the address of this place I’d rather keep that part publicly disclosed, but my husband was fired today for a singular no call no show. The problem with this is he is a new employee at this sams club but has worked for Walmart for a while now, and the schedule he had gotten said he did not work. It turned out they changed the schedule and failed to inform him in any way. (He also did not have access to the online portal at this time). What’s worse is the way they did it. He had called in to ask if he could come in early that day. When he got there, they proceeded to tell him they would go make a schedule with him, and proceeded to fire him when he got to the room. This is excessive behavior for any type of management. They definitely need looked into. He was the main support of our family, and no longer can work at a Walmart company for the next 6 months. This is all because management failed to communicate with their new employees.

I did not know I was pregnant at the time of hire nor until I had a miscarriage while at work so I had to leave early and could not return that evening. I tried contacting everyone i was trained to, not one person answered. So i put down that i was absent that day and the next due to a pregnantcy issue/complication and I was immediately fired. I feel it is discrimination. I have proof of the times I was in the Hospital. I'm outraged. If further action is not taken, my family and I will be taking this matter elsewhere.

I have been a sam's member for a long time... People say I am a 'walking advertiser' for sams... I always mention the fabulous prices and service my husband and I have received there.

All that changed today, I stood at the register with my cart full of items, eddie looked at me despectively and said, pointing at the cart. "all that has to be here", pointing at the counter... I replied sarcastically.. Yes sir!.. A customer on the next lane said, 'how rude"... I said yes, 'we pay their wages"...

After he rang me up, I asked his name, he turned his badge around and told me "eddie"... Most interesting... A customer walked to my husband and said, "that man was extremely rude to your wife"...

We ordered a transport wheelchair from Sam's Club to help my 90-year-old mother attend an upcoming family reunion at a campground. The product was ordered on Feb. 26 and the order status showed delivery on March 7 - an acceptable timeframe for us.

March 7 came and went without any online update on order status or other communication. On March 8, we contacted Sam's Club via their online chat feature to check on the order.

We were told that the chat representative had no information on the order's status and would refer it to another team to resolve. We were told to expect a response in 3 - 5 days. (Not to expect actual delivery by then -- just to expect a response.)

A 3-5 timeframe to respond to an inquiry about a late delivery is unacceptable. This wheelchair was needed today. Not only was our delivery date missed, the delivery date was never updated on the order checking website, and now it will take up to 5 extra days just to get any further information on the order.

We asked for escalation of this inquiry since this is a time-sensitive order. We also asked for carrier and routing information, but that request was ignored.

The chat rep (chat bot?) replied with the following: "Our team receiving a lot of complaints everyday and approvals. That's why they have 5 business days timeframe. I also put your name to our highest priorities to call you within 24-48 hours about the update."

We told the chat rep, "Thanks for escalating, but this is not so much an escalation as it is an obfuscation. The volume of complaints and approvals is a staffing issue. It should signal your management to staff up their customer service efforts, not pass on delivery delays to consumers without any due notice."

Being left in the dark about projected delivery times is never a good feeling, but for users of medical equipment, it borders on heartless.

To us, this incident proves that Sam's Club customer service is an untrustworthy, time-consuming joke. We just want to warn other potential Sam's Club customers that although their prices rate cheaper for products such as wheelchairs and other DME, their delivery timeframes are way off. Customers are better off going to CVS and paying top dollar for the item they want if they need it anytime soon.

The heartbreak is, many DME customers are housebound or have severe mobility issues, which means they depend on having predictable delivery service.

I would suggest that Sam's Club revamp its customer service processes to allow for better first-contact responses to chat inquiries. Give your client-facing reps the tools they need to follow up on orders without adding a second layer of escalation.

Sam's Club located in Tinley Park closed their doors before time and would not let me in to shop. They were locked at least 15 minutes prior to time. I called customer service number to file a complaint and yet noone has returned my call. This is not the first time that I have had service. I am cancelling my membership. There is barely 1 human being checking out customers, can't find anyone on the floor, customers are placing items on conveyer belt then placing items back in carts themselves. I am going to COSTCO

We have made a pre-paid reservation with you. When we arrived yesterday, they had no record of the reservation. We called several times, but you customer reps were useless and we got stranded with no room.

Call hotel at [protected] and resolve this issue right away as we have no place to sleep, thanks to you.

Order ID: [protected]

customer name: sarah abbadi

I ordered and paid for my contacts in store and ask for them to be mailed to my home since I've done this before and they arrive in less than a week. On Saturday 2/26/22, Heather called to tell me they were in and I said I thought they were being mailed. She said they couldn't go out until Monday and I said that was fine. I looked for them all week and by Saturday they had not arrived. I called this morning and was informed that they were still in the store because she didn't know how to do the paperwork. I said why didn't you call me? and she reponded "I don't have to listen to you yell at me" I said I'm not yelling I just don't understand why you didn't call me and she kept going stop yelling. I do not have to respond to yelling. I may have raised my voice but I was not yelling. She was rude from the get go. I doubt that I use them again and I'm seriously thinking of dropping my Sam's membership since Costco has such great customer service

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. We will assume your issue has been resolved if we do not hear from you within 168 hours. Thank you for allowing us to be of service to you.

Subject

[protected] Manual Refund

Response By Email (Bernadette) (03/04/2022 06:04 PM)

Hello Tamara,

This is Bernadette from Sam's Club Back Office. I am working on your concern regarding the refund of order number [protected] which is the Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

I tried to call you at [protected] but was unable to reach you.

We truly do apologize as we need to ask for a bank statement confirming the closure of the account. Hope you understand that its part of a legal process that our company needs to follow to put a refund to another account without proper documents and artifacts that the original mode of payment used for a transaction is already been closed.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team

Customer By CSS Email (TAMARA WASCOVICH) (03/02/2022 05:10 AM)

EXTERNAL: Report suspicious emails to Email Abuse.

I am running out of patience! I am requesting a telephone call immediately, today! This has gone on long enough. If I do not receive a phone call today I am forwarding all of my correspondence to the Better Business Bureau! Enough is enough. I have already cancelled my Sam's Membership! [protected]. Subject [protected] Manual Refund

Response By Email (Bernadette) (03/01/2022 05:16 PM) Hello Tamara,

This is Bernadette from

Sam's Club Back Office. I am working on your concern regarding the refund of order number [protected] which is the Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this order. Let me assist you with this.

Please do not send your credit card information, someone from our Accounting team will call you to get the details. I would like to verify if it the same account number just a new card number? If yes, I can process the

refund and it will go back to the same account.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team

Customer By CSS Email (TAMARA WASCOVICH) (02/25/2022 01:53 PM) EXTERNAL: Report suspicious emails to Email Abuse.

Bernadette-

See attached for requested Bank information.

New card # is written in as well to refund money. Please

call me

to verify you have received and you have everything needed. Tamara

Wascovich [protected]. I woud like to get this completed ASAP!

Subject

[protected] Manual Refund

Response By Email (Bernadette) (02/21/2022 08:36 PM)

Hello Tamara,

This is Bernadette from Sam's Club Back Office. I just received your

concern regarding the refund of order number [protected] which is the Lifetime

Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize

for the inconvenience of this

order. Let me assist you with this.

For the quickest resolution, I would request you to send us a bank

statement showing that the account used to purchase the item is already

closed. I can assure you that this bank verification process is to ensure

that funds will be credited to the right account. We do not want to cause

more trouble on your end, your assistance and cooperation is very much

appreciated for me to complete the request.

l appreciate your

patience and understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team

On Mon, Feb 21, 2022 at 8:36 PM Sam's Club Member Services <

[protected]@samsclub.com > wrote:

> [image: Image]

>

> Recently you requested personal assistance from our on-line support

> center. Below is a summary of your request and our response. We will assume

> your issue has been resolved if we

do not hear from you within 168 hours.

> Thank you for allowing us to be of service to you.

> Subject

>

> [protected] Manual Refund

>

> Response By Email (Bernadette) (02/21/2022 08:36 PM)

> Hello Tamara,

>

>

> This is Bernadette from Sam's Club Back Office. I just received your

> concern regarding the refund of order number [protected] which is the Lifetime

> Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

>

> order. Let me assist you with this.

>

> For the quickest

resolution, I would request you to send us a bank

> statement showing that the account used to purchase the item is already

> closed. I can assure you that this bank verification process is to ensure

> that funds will be credited to the right account. We do not want to cause

> more trouble on your end, your assistance and cooperation is very much

> appreciated for me to complete the request.

>

> l appreciate your patience and understanding on this matter.

>

> Thank you for being a valued

Sam's Club member and have a wonderful day.

>

>

> Best Regards,

> Bernadette S.

> Sam’s Club Digital Member Experience Team

>

> Chat By Chat (Victor) (02/09/2022 11:42 AM)

> Victor: Hi, my name is Victor. I'm here to help you.

> TAMARA WASCOVICH: [protected] should have received refund checkin mail,

> have not.

> Victor: Hi there! Hope you're doing well.

> Victor: I understand that you'd like to follow up on your refund. I'm here

> to help, okay?

> Victor: While I look up your

order number, may I also have your full name,

> email address, and phone number?

> TAMARA WASCOVICH: tamara Wascovich 409 Whitney street, cedar hill, TX 75104

> Victor: Thanks, Tamara. Your email address and phone number, please?

> TAMARA WASCOVICH: tamara.[protected]@gmail.com

> Victor: Thanks, Tamara.

> Victor: Thank you. Allow me a couple minutes to let me do my review and

> I'll get back to you with an update, okay?

> TAMARA WASCOVICH: ok

> Victor: Upon checking, there's actually no

refund request made for this,

> Tamara. This is for the 1 Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack

> (Paddles Included), correct?

> TAMARA WASCOVICH: Yes

> TAMARA WASCOVICH: What is the status? Been a few weeks

> Victor: Sorry if you've been put under the impression that there's a

> refund made for this. Here's what I'll do.

> Victor: There's no refund request made for it, Tamara.

> Victor: So here's what I'll do.

> Victor: Let me contact the vendor first, okay?

> TAMARA WASCOVICH:

Crazy- I have email saying there would be a check sent.I

> need to escalate!

> Victor: I am going to escalate this, Tamara. Once I got info from the

> vendor, we will go ahead and do what we need to do for this, okay?

> TAMARA WASCOVICH: No I want the check!~!~!

> TAMARA WASCOVICH: We apologize because your order [protected] could not be

> delivered to you. All our interactions are recorded and documented, we use

> this for quality and training purposes, this way we enhance our member's

> experience, we appreciate you let us know about this.

>

> We are going to reach out to you within the next 72 hours to discuss about

> your refund for $517.44, via check, as you requested.

>

> The reference number for this interaction is [protected].

> Victor: Refunds usually go back to their original form of payment which in

> this case, is your card.

> Victor: That is really odd.

> Victor: That is no good. That's in no way how we process refunds here.

> Victor: Let me review the

incident.

> Victor: Thanks. Tamara.

> TAMARA WASCOVICH: I requested check because card I purchased with is no

> longer active. Bank issued new card. That was a screen shot from Sams and I

> also talked in person on phone who told me check would be sent.

> Victor: I see. These are all noted, Tamara.

> TAMARA WASCOVICH: ok

> Victor: For us to proceed with this a follow up on this, Tamara I need to

> loop and escalate this to my refunds processing team right now, okay? This

> is how we can

gat a development on your issue so we can progress and get

> the right help that my team services.

> Victor: What I'll do is to tag this escalation as highest priority so that

> they will work on this soonest and reach back to you as soon as possible,

> okay?

> Victor: Let's set you up for a call back.

> TAMARA WASCOVICH: Ok [protected]

> Victor: Thanks.

> Victor: I've successfully escalated this to my team. Please allow my team

> 5 business days to reach back to you but since I've tagged

the escalation

> as highest priority, they may actually reach back to you sooner.

> Victor: For the successful escalation we requested for your concern,

> here's a reference number:

> Victor: Incident #: [protected]

> Victor: Expect a reach back from my team, okay?

> Victor: Do you have follow up questions or need to clarify something?

> Maybe I can still help you with something else aside from this?

> Victor: This is the incident number:

> Victor: Incident #: [protected]

> Victor:

Sorry for that.

> Victor: You may also add this as supporting incident:

> Victor: Incident #: [protected]

> TAMARA WASCOVICH: ok

> Victor: For general concerns and inquiries, including on going promotions,

> updates, tracking your order, account management, etc, you're always

> welcome to check www.samsclub.com or log in the Sam's Club app.

> Victor: Thank you so much for your time. Have a great and Samstastic day.

> Take care and bye for now.

> TAMARA WASCOVICH: and this conversation is

documented as well?

> System: Concluded by Agent

> Question Reference # [protected]

>

> - Date Created: 02/09/2022 11:42 AM

> - Date Last Updated: 02/21/2022 08:36 PM

> - Status: Waiting

>

>

>

==================== image File Attachment ====================

TEXAS TRUST.JPG, 3205652 bytes, Added to incident Auto-Response By (Administrator) (02/24/2022 08:45 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 (Bernadette) (02/21/2022 08:36 PM) Hello Tamara,

This is Bernadette from Sam's Club Back Office. I just received your concern regarding the refund of order number [protected] which is the Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this order. Let me assist you with this.

For the quickest resolution, I would request you to send us a bank

statement showing that the account used to purchase the item is already closed. I can assure you that this bank verification process is to ensure that funds will be credited to the right account. We do not want to cause more trouble on your end, your assistance and cooperation is very much appreciated for me to complete the request.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team Chat By Chat (Victor) (02/09/2022 11:42 AM) Victor: Hi, my name is Victor. I'm here to help you.

TAMARA WASCOVICH: [protected] should have received refund checkin mail, have not.

Victor: Hi there! Hope you're doing well.

Victor: I understand that you'd like to follow up on your refund. I'm here to help, okay?

Victor: While I look up your order number, may I also have your full name, email address, and phone number?

TAMARA WASCOVICH: tamara Wascovich 409

Whitney street, cedar hill, TX 75104

Victor: Thanks, Tamara. Your email address and phone number, please?

TAMARA WASCOVICH: tamara.[protected]@gmail.com

Victor: Thanks, Tamara.

Victor: Thank you. Allow me a couple minutes to let me do my review and I'll get back to you with an update, okay?

TAMARA WASCOVICH: ok

Victor: Upon checking, there's actually no refund request made for this, Tamara. This is for the 1 Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included), correct?

TAMARA

WASCOVICH: Yes

TAMARA WASCOVICH: What is the status? Been a few weeks

Victor: Sorry if you've been put under the impression that there's a refund made for this. Here's what I'll do.

Victor: There's no refund request made for it, Tamara.

Victor: So here's what I'll do.

Victor: Let me contact the vendor first, okay?

TAMARA WASCOVICH: Crazy- I have email saying there would be a check sent.I need to escalate!

Victor: I am going to escalate this, Tamara. Once I got info from the vendor, we will

go ahead and do what we need to do for this, okay?

TAMARA WASCOVICH: No I want the check!~!~!

TAMARA WASCOVICH: We apologize because your order [protected] could not be delivered to you. All our interactions are recorded and documented, we use this for quality and training purposes, this way we enhance our member's experience, we appreciate you let us know about this.

We are going to reach out to you within the next 72 hours to discuss about your refund for $517.44, via check, as you requested.

The reference number for this interaction is [protected].

Victor: Refunds usually go back to their original form of payment which in this case, is your card.

Victor: That is really odd.

Victor: That is no good. That's in no way how we process refunds here.

Victor: Let me review the incident.

Victor: Thanks. Tamara.

TAMARA WASCOVICH: I requested check because card I purchased with is no longer active. Bank issued new card. That was a screen shot from Sams and I also talked in person on phone

who told me check would be sent.

Victor: I see. These are all noted, Tamara.

TAMARA WASCOVICH: ok

Victor: For us to proceed with this a follow up on this, Tamara I need to loop and escalate this to my refunds processing team right now, okay? This is how we can gat a development on your issue so we can progress and get the right help that my team services.

Victor: What I'll do is to tag this escalation as highest priority so that they will work on this soonest and reach back to you as soon as

possible, okay?

Victor: Let's set you up for a call back.

TAMARA WASCOVICH: Ok [protected]

Victor: Thanks.

Victor: I've successfully escalated this to my team. Please allow my team 5 business days to reach back to you but since I've tagged the escalation as highest priority, they may actually reach back to you sooner.

Victor: For the successful escalation we requested for your concern, here's a reference number:

Victor: Incident #: [protected]

Victor: Expect a reach back from my team, okay?

Victor: Do you have follow up questions or need to clarify something?

Maybe I can still help you with something else aside from this?

Victor: This is the incident number:

Victor: Incident #: [protected]

Victor: Sorry for that.

Victor: You may also add this as supporting incident:

Victor: Incident #: [protected]

TAMARA WASCOVICH: ok

Victor: For general concerns and inquiries, including on going promotions, updates, tracking your order, account management, etc, you're always welcome to

check www.samsclub.com or log in the Sam's Club app.

Victor: Thank you so much for your time. Have a great and Samstastic day. Take care and bye for now.

TAMARA WASCOVICH: and this conversation is documented as well?

System: Concluded by Agent

Question Reference # [protected] Date Created: 02/09/2022 11:42 AM Date Last Updated: 03/01/2022 05:16 PM Status: Waiting [---002:011461:23283---] ...

[Message clipped] View entire message Sam's Club Member Services I am running out of patience! I

am requesting a telephone call immediately, today! This has gone on long enough. If I do not receive a phone call today I am forwarding all of my correspondence to the Better Business Bureau! Enough is enough. I have already cancelled my Sam's Membership! [protected]. Subject [protected] Manual Refund

Response By Email (Bernadette) (03/01/2022 05:16 PM) Hello Tamara,

This is Bernadette from Sam's Club Back Office. I am working on your concern regarding the refund of order number

[protected] which is the Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this order. Let me assist you with this.

Please do not send your credit card information, someone from our Accounting team will call you to get the details. I would like to verify if it the same account number just a new card number? If yes, I can process the refund and it will go back to the same account.

l appreciate your patience and

understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team

Customer By CSS Email (TAMARA WASCOVICH) (02/25/2022 01:53 PM) EXTERNAL: Report suspicious emails to Email Abuse.

Bernadette-

See attached for requested Bank information.

New card # is written in as well to refund money. Please call me

to verify you have received and you have everything needed. Tamara

Wascovich [protected]. I woud like to get this completed ASAP!

Subject

[protected] Manual Refund

Response By Email (Bernadette) (02/21/2022 08:36 PM)

Hello Tamara,

This is Bernadette from Sam's Club Back Office. I just received your

concern regarding the refund of order number [protected] which is the Lifetime

Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this

order. Let me assist you with this.

For the

quickest resolution, I would request you to send us a bank

statement showing that the account used to purchase the item is already

closed. I can assure you that this bank verification process is to ensure

that funds will be credited to the right account. We do not want to cause

more trouble on your end, your assistance and cooperation is very much

appreciated for me to complete the request.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club

member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team

On Mon, Feb 21, 2022 at 8:36 PM Sam's Club Member Services <

[protected]@samsclub.com > wrote:

> [image: Image]

>

> Recently you requested personal assistance from our on-line support

> center. Below is a summary of your request and our response. We will assume

> your issue has been resolved if we do not hear from you within 168 hours.

> Thank you for allowing us to be of service

to you.

> Subject

>

> [protected] Manual Refund

>

> Response By Email (Bernadette) (02/21/2022 08:36 PM)

> Hello Tamara,

>

>

> This is Bernadette from Sam's Club Back Office. I just received your

> concern regarding the refund of order number [protected] which is the Lifetime

> Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

>

> order. Let me assist you with this.

>

> For the quickest resolution, I would request you to send us a bank

> statement showing that the

account used to purchase the item is already

> closed. I can assure you that this bank verification process is to ensure

> that funds will be credited to the right account. We do not want to cause

> more trouble on your end, your assistance and cooperation is very much

> appreciated for me to complete the request.

>

> l appreciate your patience and understanding on this matter.

>

> Thank you for being a valued Sam's Club member and have a wonderful day.

>

>

> Best Regards,

>

Bernadette S.

> Sam’s Club Digital Member Experience Team

>

> Chat By Chat (Victor) (02/09/2022 11:42 AM)

> Victor: Hi, my name is Victor. I'm here to help you.

> TAMARA WASCOVICH: [protected] should have received refund checkin mail,

> have not.

> Victor: Hi there! Hope you're doing well.

> Victor: I understand that you'd like to follow up on your refund. I'm here

> to help, okay?

> Victor: While I look up your order number, may I also have your full name,

> email address, and phone

number?

> TAMARA WASCOVICH: tamara Wascovich 409 Whitney street, cedar hill, TX 75104

> Victor: Thanks, Tamara. Your email address and phone number, please?

> TAMARA WASCOVICH: tamara.[protected]@gmail.com

> Victor: Thanks, Tamara.

> Victor: Thank you. Allow me a couple minutes to let me do my review and

> I'll get back to you with an update, okay?

> TAMARA WASCOVICH: ok

> Victor: Upon checking, there's actually no refund request made for this,

> Tamara. This is for the 1 Lifetime Lotus 80

Sit-On-Top Kayak - 2 Pack

> (Paddles Included), correct?

> TAMARA WASCOVICH: Yes

> TAMARA WASCOVICH: What is the status? Been a few weeks

> Victor: Sorry if you've been put under the impression that there's a

> refund made for this. Here's what I'll do.

> Victor: There's no refund request made for it, Tamara.

> Victor: So here's what I'll do.

> Victor: Let me contact the vendor first, okay?

> TAMARA WASCOVICH: Crazy- I have email saying there would be a check sent.I

> need to

escalate!

> Victor: I am going to escalate this, Tamara. Once I got info from the

> vendor, we will go ahead and do what we need to do for this, okay?

> TAMARA WASCOVICH: No I want the check!~!~!

> TAMARA WASCOVICH: We apologize because your order [protected] could not be

> delivered to you. All our interactions are recorded and documented, we use

> this for quality and training purposes, this way we enhance our member's

> experience, we appreciate you let us know about this.

>

> We

are going to reach out to you within the next 72 hours to discuss about

> your refund for $517.44, via check, as you requested.

>

> The reference number for this interaction is [protected].

> Victor: Refunds usually go back to their original form of payment which in

> this case, is your card.

> Victor: That is really odd.

> Victor: That is no good. That's in no way how we process refunds here.

> Victor: Let me review the incident.

> Victor: Thanks. Tamara.

> TAMARA WASCOVICH: I

requested check because card I purchased with is no

> longer active. Bank issued new card. That was a screen shot from Sams and I

> also talked in person on phone who told me check would be sent.

> Victor: I see. These are all noted, Tamara.

> TAMARA WASCOVICH: ok

> Victor: For us to proceed with this a follow up on this, Tamara I need to

> loop and escalate this to my refunds processing team right now, okay? This

> is how we can gat a development on your issue so we can progress and get

>

the right help that my team services.

> Victor: What I'll do is to tag this escalation as highest priority so that

> they will work on this soonest and reach back to you as soon as possible,

> okay?

> Victor: Let's set you up for a call back.

> TAMARA WASCOVICH: Ok [protected]

> Victor: Thanks.

> Victor: I've successfully escalated this to my team. Please allow my team

> 5 business days to reach back to you but since I've tagged the escalation

> as highest priority, they may actually

reach back to you sooner.

> Victor: For the successful escalation we requested for your concern,

> here's a reference number:

> Victor: Incident #: [protected]

> Victor: Expect a reach back from my team, okay?

> Victor: Do you have follow up questions or need to clarify something?

> Maybe I can still help you with something else aside from this?

> Victor: This is the incident number:

> Victor: Incident #: [protected]

> Victor: Sorry for that.

> Victor: You may also add this as

supporting incident:

> Victor: Incident #: [protected]

> TAMARA WASCOVICH: ok

> Victor: For general concerns and inquiries, including on going promotions,

> updates, tracking your order, account management, etc, you're always

> welcome to check www.samsclub.com or log in the Sam's Club app.

> Victor: Thank you so much for your time. Have a great and Samstastic day.

> Take care and bye for now.

> TAMARA WASCOVICH: and this conversation is documented as well?

> System: Concluded by Agent

> Question Reference # [protected]

>

> - Date Created: 02/09/2022 11:42 AM

> - Date Last Updated: 02/21/2022 08:36 PM

> - Status: Waiting

>

>

>

==================== image File Attachment ====================

TEXAS TRUST.JPG, 3205652 bytes, Added to incident Auto-Response By (Administrator) (02/24/2022 08:45 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 (Bernadette) (02/21/2022 08:36 PM) Hello Tamara,

This is Bernadette from Sam's Club Back Office. I just received your concern regarding the refund of order number [protected] which is the Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this order. Let me assist you with this.

For the quickest resolution, I would request you to send us a bank statement showing that the account used to purchase

the item is already closed. I can assure you that this bank verification process is to ensure that funds will be credited to the right account. We do not want to cause more trouble on your end, your assistance and cooperation is very much appreciated for me to complete the request.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team Chat By

Chat (Victor) (02/09/2022 11:42 AM) Victor: Hi, my name is Victor. I'm here to help you.

TAMARA WASCOVICH: [protected] should have received refund checkin mail, have not.

Victor: Hi there! Hope you're doing well.

Victor: I understand that you'd like to follow up on your refund. I'm here to help, okay?

Victor: While I look up your order number, may I also have your full name, email address, and phone number?

TAMARA WASCOVICH: tamara Wascovich 409 Whitney street, cedar hill, TX 75104

Victor:

Thanks, Tamara. Your email address and phone number, please?

TAMARA WASCOVICH: tamara.[protected]@gmail.com

Victor: Thanks, Tamara.

Victor: Thank you. Allow me a couple minutes to let me do my review and I'll get back to you with an update, okay?

TAMARA WASCOVICH: ok

Victor: Upon checking, there's actually no refund request made for this, Tamara. This is for the 1 Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included), correct?

TAMARA WASCOVICH: Yes

TAMARA WASCOVICH: What is the status?

Been a few weeks

Victor: Sorry if you've been put under the impression that there's a refund made for this. Here's what I'll do.

Victor: There's no refund request made for it, Tamara.

Victor: So here's what I'll do.

Victor: Let me contact the vendor first, okay?

TAMARA WASCOVICH: Crazy- I have email saying there would be a check sent.I need to escalate!

Victor: I am going to escalate this, Tamara. Once I got info from the vendor, we will go ahead and do what we need to do for this, okay?

TAMARA WASCOVICH: No I want the check!~!~!

TAMARA WASCOVICH: We apologize because your order [protected] could not be delivered to you. All our interactions are recorded and documented, we use this for quality and training purposes, this way we enhance our member's experience, we appreciate you let us know about this.

We are going to reach out to you within the next 72 hours to discuss about your refund for $517.44, via check, as you requested.

The reference number for this interaction is

[protected].

Victor: Refunds usually go back to their original form of payment which in this case, is your card.

Victor: That is really odd.

Victor: That is no good. That's in no way how we process refunds here.

Victor: Let me review the incident.

Victor: Thanks. Tamara.

TAMARA WASCOVICH: I requested check because card I purchased with is no longer active. Bank issued new card. That was a screen shot from Sams and I also talked in person on phone who told me check would be sent.

Victor: I

see. These are all noted, Tamara.

TAMARA WASCOVICH: ok

Victor: For us to proceed with this a follow up on this, Tamara I need to loop and escalate this to my refunds processing team right now, okay? This is how we can gat a development on your issue so we can progress and get the right help that my team services.

Victor: What I'll do is to tag this escalation as highest priority so that they will work on this soonest and reach back to you as soon as possible, okay?

Victor: Let's set you up for a

call back.

TAMARA WASCOVICH: Ok [protected]

Victor: Thanks.

Victor: I've successfully escalated this to my team. Please allow my team 5 business days to reach back to you but since I've tagged the escalation as highest priority, they may actually reach back to you sooner.

Victor: For the successful escalation we requested for your concern, here's a reference number:

Victor: Incident #: [protected]

Victor: Expect a reach back from my team, okay?

Victor: Do you have follow up questions or

need to clarify something?

Maybe I can still help you with something else aside from this?

Victor: This is the incident number:

Victor: Incident #: [protected]

Victor: Sorry for that.

Victor: You may also add this as supporting incident:

Victor: Incident #: [protected]

TAMARA WASCOVICH: ok

Victor: For general concerns and inquiries, including on going promotions, updates, tracking your order, account management, etc, you're always welcome to check www.samsclub.com or log in the Sam's

Club app.

Victor: Thank you so much for your time. Have a great and Samstastic day. Take care and bye for now.

TAMARA WASCOVICH: and this conversation is documented as well?

System: Concluded by Agent

Question Reference # [protected] Date Created: 02/09/2022 11:42 AM Date Last Updated: 03/01/2022 05:16 PM Status: Waiting [---002:011461:23283---] ...

[Message clipped] View entire message Sam's Club Member Services I am running out of patience! I am requesting a telephone call immediately,

today! This has gone on long enough. If I do not receive a phone call today I am forwarding all of my correspondence to the Better Business Bureau! Enough is enough. I have already cancelled my Sam's Membership! [protected].

Sans Serif Send

Sans Serif Send

Recently you requested personal assistance from our on-line support center. Below is a summary of

your request and our response. We will assume your issue has been resolved if we do not hear from you within 168 hours. Thank you for allowing us to be of service to you.

Subject

[protected] Manual Refund

Response By Email (Bernadette) (03/01/2022 05:16 PM)

Hello Tamara,

This is Bernadette from Sam's Club Back Office. I am working on your concern regarding the refund of order number [protected] which is the Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles

Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this order. Let me assist you with this.

Please do not send your credit card information, someone from our Accounting team will call you to get the details. I would like to verify if it the same account number just a new card number? If yes, I can process the refund and it will go back to the same account.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club member and

have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team

Customer By CSS Email (TAMARA WASCOVICH) (02/25/2022 01:53 PM)

EXTERNAL: Report suspicious emails to Email Abuse.

Bernadette-

See attached for requested Bank information.

New card # is written in as well to refund money. Please call me

to verify you have received and you have everything needed. Tamara

Wascovich [protected]. I woud like to get this completed ASAP!

Subject

[protected] Manual Refund

Response By Email (Bernadette) (02/21/2022 08:36 PM)

Hello Tamara,

This is Bernadette from Sam's Club Back Office. I just received your

concern regarding the refund of order number [protected] which is the Lifetime

Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this

order. Let me assist you with this.

For the quickest resolution, I would request you to send us a bank

statement showing

that the account used to purchase the item is already

closed. I can assure you that this bank verification process is to ensure

that funds will be credited to the right account. We do not want to cause

more trouble on your end, your assistance and cooperation is very much

appreciated for me to complete the request.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s

Club Digital Member Experience Team

On Mon, Feb 21, 2022 at 8:36 PM Sam's Club Member Services <

[protected]@samsclub.com > wrote:

> [image: Image]

>

> Recently you requested personal assistance from our on-line support

> center. Below is a summary of your request and our response. We will assume

> your issue has been resolved if we do not hear from you within 168 hours.

> Thank you for allowing us to be of service to you.

> Subject

>

> [protected] Manual Refund

>

> Response By

Email (Bernadette) (02/21/2022 08:36 PM)

> Hello Tamara,

>

>

> This is Bernadette from Sam's Club Back Office. I just received your

> concern regarding the refund of order number [protected] which is the Lifetime

> Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

>

> order. Let me assist you with this.

>

> For the quickest resolution, I would request you to send us a bank

> statement showing that the account used to purchase the item is already

> closed. I can assure you that

this bank verification process is to ensure

> that funds will be credited to the right account. We do not want to cause

> more trouble on your end, your assistance and cooperation is very much

> appreciated for me to complete the request.

>

> l appreciate your patience and understanding on this matter.

>

> Thank you for being a valued Sam's Club member and have a wonderful day.

>

>

> Best Regards,

> Bernadette S.

> Sam’s Club Digital Member Experience Team

>

> Chat By Chat

(Victor) (02/09/2022 11:42 AM)

> Victor: Hi, my name is Victor. I'm here to help you.

> TAMARA WASCOVICH: [protected] should have received refund checkin mail,

> have not.

> Victor: Hi there! Hope you're doing well.

> Victor: I understand that you'd like to follow up on your refund. I'm here

> to help, okay?

> Victor: While I look up your order number, may I also have your full name,

> email address, and phone number?

> TAMARA WASCOVICH: tamara Wascovich 409 Whitney street, cedar hill, TX

75104

> Victor: Thanks, Tamara. Your email address and phone number, please?

> TAMARA WASCOVICH: tamara.[protected]@gmail.com

> Victor: Thanks, Tamara.

> Victor: Thank you. Allow me a couple minutes to let me do my review and

> I'll get back to you with an update, okay?

> TAMARA WASCOVICH: ok

> Victor: Upon checking, there's actually no refund request made for this,

> Tamara. This is for the 1 Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack

> (Paddles Included), correct?

> TAMARA WASCOVICH:

Yes

> TAMARA WASCOVICH: What is the status? Been a few weeks

> Victor: Sorry if you've been put under the impression that there's a

> refund made for this. Here's what I'll do.

> Victor: There's no refund request made for it, Tamara.

> Victor: So here's what I'll do.

> Victor: Let me contact the vendor first, okay?

> TAMARA WASCOVICH: Crazy- I have email saying there would be a check sent.I

> need to escalate!

> Victor: I am going to escalate this, Tamara. Once I got info from the

>

vendor, we will go ahead and do what we need to do for this, okay?

> TAMARA WASCOVICH: No I want the check!~!~!

> TAMARA WASCOVICH: We apologize because your order [protected] could not be

> delivered to you. All our interactions are recorded and documented, we use

> this for quality and training purposes, this way we enhance our member's

> experience, we appreciate you let us know about this.

>

> We are going to reach out to you within the next 72 hours to discuss about

> your refund for

$517.44, via check, as you requested.

>

> The reference number for this interaction is [protected].

> Victor: Refunds usually go back to their original form of payment which in

> this case, is your card.

> Victor: That is really odd.

> Victor: That is no good. That's in no way how we process refunds here.

> Victor: Let me review the incident.

> Victor: Thanks. Tamara.

> TAMARA WASCOVICH: I requested check because card I purchased with is no

> longer active. Bank issued new card. That

was a screen shot from Sams and I

> also talked in person on phone who told me check would be sent.

> Victor: I see. These are all noted, Tamara.

> TAMARA WASCOVICH: ok

> Victor: For us to proceed with this a follow up on this, Tamara I need to

> loop and escalate this to my refunds processing team right now, okay? This

> is how we can gat a development on your issue so we can progress and get

> the right help that my team services.

> Victor: What I'll do is to tag this escalation as highest

priority so that

> they will work on this soonest and reach back to you as soon as possible,

> okay?

> Victor: Let's set you up for a call back.

> TAMARA WASCOVICH: Ok [protected]

> Victor: Thanks.

> Victor: I've successfully escalated this to my team. Please allow my team

> 5 business days to reach back to you but since I've tagged the escalation

> as highest priority, they may actually reach back to you sooner.

> Victor: For the successful escalation we requested for your concern,

>

here's a reference number:

> Victor: Incident #: [protected]

> Victor: Expect a reach back from my team, okay?

> Victor: Do you have follow up questions or need to clarify something?

> Maybe I can still help you with something else aside from this?

> Victor: This is the incident number:

> Victor: Incident #: [protected]

> Victor: Sorry for that.

> Victor: You may also add this as supporting incident:

> Victor: Incident #: [protected]

> TAMARA WASCOVICH: ok

> Victor: For general

concerns and inquiries, including on going promotions,

> updates, tracking your order, account management, etc, you're always

> welcome to check www.samsclub.com or log in the Sam's Club app.

> Victor: Thank you so much for your time. Have a great and Samstastic day.

> Take care and bye for now.

> TAMARA WASCOVICH: and this conversation is documented as well?

> System: Concluded by Agent

> Question Reference # [protected]

>

> - Date Created: 02/09/2022 11:42 AM

> - Date Last Updated:

02/21/2022 08:36 PM

> - Status: Waiting

>

>

>

==================== image File Attachment ====================

TEXAS TRUST.JPG, 3205652 bytes, Added to incident

Auto-Response By (Administrator) (02/24/2022 08:45 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 (Bernadette) (02/21/2022 08:36 PM)

Hello Tamara,

This is Bernadette from Sam's Club Back Office. I just received your concern regarding the refund of order number [protected] which is the Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this order. Let me assist you with this.

For the quickest resolution, I would request you to send us a bank statement showing that the account used to purchase the item is already closed. I can assure you that this bank

verification process is to ensure that funds will be credited to the right account. We do not want to cause more trouble on your end, your assistance and cooperation is very much appreciated for me to complete the request.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team

Chat By Chat (Victor) (02/09/2022 11:42 AM)

Victor: Hi, my name is Victor. I'm here to help you.

TAMARA WASCOVICH: [protected] should have received refund checkin mail, have not.

Victor: Hi there! Hope you're doing well.

Victor: I understand that you'd like to follow up on your refund. I'm here to help, okay?

Victor: While I look up your order number, may I also have your full name, email address, and phone number?

TAMARA WASCOVICH: tamara Wascovich 409 Whitney street, cedar hill, TX 75104

Victor: Thanks, Tamara. Your email address and

phone number, please?

TAMARA WASCOVICH: tamara.[protected]@gmail.com

Victor: Thanks, Tamara.

Victor: Thank you. Allow me a couple minutes to let me do my review and I'll get back to you with an update, okay?

TAMARA WASCOVICH: ok

Victor: Upon checking, there's actually no refund request made for this, Tamara. This is for the 1 Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included), correct?

TAMARA WASCOVICH: Yes

TAMARA WASCOVICH: What is the status? Been a few weeks

Victor: Sorry if

you've been put under the impression that there's a refund made for this. Here's what I'll do.

Victor: There's no refund request made for it, Tamara.

Victor: So here's what I'll do.

Victor: Let me contact the vendor first, okay?

TAMARA WASCOVICH: Crazy- I have email saying there would be a check sent.I need to escalate!

Victor: I am going to escalate this, Tamara. Once I got info from the vendor, we will go ahead and do what we need to do for this, okay?

TAMARA WASCOVICH: No I want the

check!~!~!

TAMARA WASCOVICH: We apologize because your order [protected] could not be delivered to you. All our interactions are recorded and documented, we use this for quality and training purposes, this way we enhance our member's experience, we appreciate you let us know about this.

We are going to reach out to you within the next 72 hours to discuss about your refund for $517.44, via check, as you requested.

The reference number for this interaction is [protected].

Victor: Refunds

usually go back to their original form of payment which in this case, is your card.

Victor: That is really odd.

Victor: That is no good. That's in no way how we process refunds here.

Victor: Let me review the incident.

Victor: Thanks. Tamara.

TAMARA WASCOVICH: I requested check because card I purchased with is no longer active. Bank issued new card. That was a screen shot from Sams and I also talked in person on phone who told me check would be sent.

Victor: I see. These are all noted, Tamara.

TAMARA WASCOVICH: ok

Victor: For us to proceed with this a follow up on this, Tamara I need to loop and escalate this to my refunds processing team right now, okay? This is how we can gat a development on your issue so we can progress and get the right help that my team services.

Victor: What I'll do is to tag this escalation as highest priority so that they will work on this soonest and reach back to you as soon as possible, okay?

Victor: Let's set you up for a call back.

TAMARA WASCOVICH: Ok 214

769 1269

Victor: Thanks.

Victor: I've successfully escalated this to my team. Please allow my team 5 business days to reach back to you but since I've tagged the escalation as highest priority, they may actually reach back to you sooner.

Victor: For the successful escalation we requested for your concern, here's a reference number:

Victor: Incident #: [protected]

Victor: Expect a reach back from my team, okay?

Victor: Do you have follow up questions or need to clarify something?

Maybe I can

still help you with something else aside from this?

Victor: This is the incident number:

Victor: Incident #: [protected]

Victor: Sorry for that.

Victor: You may also add this as supporting incident:

Victor: Incident #: [protected]

TAMARA WASCOVICH: ok

Victor: For general concerns and inquiries, including on going promotions, updates, tracking your order, account management, etc, you're always welcome to check www.samsclub.com or log in the Sam's Club app.

Victor: Thank you so much for

your time. Have a great and Samstastic day. Take care and bye for now.

TAMARA WASCOVICH: and this conversation is documented as well?

System: Concluded by Agent

Question Reference # [protected]

Date Created: 02/09/2022 11:42 AM

Date Last Updated: 03/01/2022 05:16 PM

Status: Waiting

Response By Email (Bernadette) (03/01/2022 05:16 PM)

Hello Tamara,

This is Bernadette from Sam's Club Back Office. I am working on your concern regarding the refund of order number [protected] which is the Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this order. Let me assist you with this.

Please do not send your credit card information, someone from our Accounting team will call you to get the details. I would like to verify if it the same account number just a new card number? If yes, I can process the refund and it will go back to the same account.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team

Customer By CSS Email (TAMARA WASCOVICH) (02/25/2022 01:53 PM)

EXTERNAL: Report suspicious emails to Email Abuse.

Bernadette-

See attached for requested Bank information.

New card # is written in as well to refund money. Please call me

to verify you have received and you have everything needed. Tamara

Wascovich [protected]. I woud like to get this completed ASAP!

Subject

[protected] Manual Refund

Response By Email (Bernadette) (02/21/2022 08:36 PM)

Hello Tamara,

This is Bernadette from Sam's Club Back Office. I just received your

concern regarding the refund of order number [protected] which is the Lifetime

Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this

order. Let me assist you with this.

For the quickest resolution, I would request you to send us a bank

statement showing that the account used to purchase the item is already

closed. I can assure you that this bank verification process is to ensure

that funds will be credited to the right account. We do not want to cause

more trouble on your end, your assistance and cooperation is very much

appreciated for me to complete the request.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team

On Mon, Feb 21, 2022 at 8:36 PM Sam's Club Member Services <

[protected]@samsclub.com> wrote:

> [image: Image]

>

> Recently you requested personal assistance from our on-line support

> center. Below is a summary of your request and our response. We will assume

> your issue has been resolved if we do not hear from you within 168 hours.

> Thank you for allowing us to be of service to you.

> Subject

>

> [protected] Manual Refund

>

> Response By Email (Bernadette) (02/21/2022 08:36 PM)

> Hello Tamara,

>

>

> This is Bernadette from Sam's Club Back Office. I just received your

> concern regarding the refund of order number [protected] which is the Lifetime

> Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

>

> order. Let me assist you with this.

>

> For the quickest resolution, I would request you to send us a bank

> statement showing that the account used to purchase the item is already

> closed. I can assure you that this bank verification process is to ensure

> that funds will be credited to the right account. We do not want to cause

> more trouble on your end, your assistance and cooperation is very much

> appreciated for me to complete the request.

>

> l appreciate your patience and understanding on this matter.

>

> Thank you for being a valued Sam's Club member and have a wonderful day.

>

>

> Best Regards,

> Bernadette S.

> Sam’s Club Digital Member Experience Team

>

> Chat By Chat (Victor) (02/09/2022 11:42 AM)

> Victor: Hi, my name is Victor. I'm here to help you.

> TAMARA WASCOVICH: [protected] should have received refund checkin mail,

> have not.

> Victor: Hi there! Hope you're doing well.

> Victor: I understand that you'd like to follow up on your refund. I'm here

> to help, okay?

> Victor: While I look up your order number, may I also have your full name,

> email address, and phone number?

> TAMARA WASCOVICH: tamara Wascovich 409 Whitney street, cedar hill, TX 75104

> Victor: Thanks, Tamara. Your email address and phone number, please?

> TAMARA WASCOVICH: tamara.[protected]@gmail.com

> Victor: Thanks, Tamara.

> Victor: Thank you. Allow me a couple minutes to let me do my review and

> I'll get back to you with an update, okay?

> TAMARA WASCOVICH: ok

> Victor: Upon checking, there's actually no refund request made for this,

> Tamara. This is for the 1 Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack

> (Paddles Included), correct?

> TAMARA WASCOVICH: Yes

> TAMARA WASCOVICH: What is the status? Been a few weeks

> Victor: Sorry if you've been put under the impression that there's a

> refund made for this. Here's what I'll do.

> Victor: There's no refund request made for it, Tamara.

> Victor: So here's what I'll do.

> Victor: Let me contact the vendor first, okay?

> TAMARA WASCOVICH: Crazy- I have email saying there would be a check sent.I

> need to escalate!

> Victor: I am going to escalate this, Tamara. Once I got info from the

> vendor, we will go ahead and do what we need to do for this, okay?

> TAMARA WASCOVICH: No I want the check!~!~!

> TAMARA WASCOVICH: We apologize because your order [protected] could not be

> delivered to you. All our interactions are recorded and documented, we use

> this for quality and training purposes, this way we enhance our member's

> experience, we appreciate you let us know about this.

>

> We are going to reach out to you within the next 72 hours to discuss about

> your refund for $517.44, via check, as you requested.

>

> The reference number for this interaction is [protected].

> Victor: Refunds usually go back to their original form of payment which in

> this case, is your card.

> Victor: That is really odd.

> Victor: That is no good. That's in no way how we process refunds here.

> Victor: Let me review the incident.

> Victor: Thanks. Tamara.

> TAMARA WASCOVICH: I requested check because card I purchased with is no

> longer active. Bank issued new card. That was a screen shot from Sams and I

> also talked in person on phone who told me check would be sent.

> Victor: I see. These are all noted, Tamara.

> TAMARA WASCOVICH: ok

> Victor: For us to proceed with this a follow up on this, Tamara I need to

> loop and escalate this to my refunds processing team right now, okay? This

> is how we can gat a development on your issue so we can progress and get

> the right help that my team services.

> Victor: What I'll do is to tag this escalation as highest priority so that

> they will work on this soonest and reach back to you as soon as possible,

> okay?

> Victor: Let's set you up for a call back.

> TAMARA WASCOVICH: Ok [protected]

> Victor: Thanks.

> Victor: I've successfully escalated this to my team. Please allow my team

> 5 business days to reach back to you but since I've tagged the escalation

> as highest priority, they may actually reach back to you sooner.

> Victor: For the successful escalation we requested for your concern,

> here's a reference number:

> Victor: Incident #: [protected]

> Victor: Expect a reach back from my team, okay?

> Victor: Do you have follow up questions or need to clarify something?

> Maybe I can still help you with something else aside from this?

> Victor: This is the incident number:

> Victor: Incident #: [protected]

> Victor: Sorry for that.

> Victor: You may also add this as supporting incident:

> Victor: Incident #: [protected]

> TAMARA WASCOVICH: ok

> Victor: For general concerns and inquiries, including on going promotions,

> updates, tracking your order, account management, etc, you're always

> welcome to check www.samsclub.com or log in the Sam's Club app.

> Victor: Thank you so much for your time. Have a great and Samstastic day.

> Take care and bye for now.

> TAMARA WASCOVICH: and this conversation is documented as well?

> System: Concluded by Agent

> Question Reference # [protected]

>

> - Date Created: 02/09/2022 11:42 AM

> - Date Last Updated: 02/21/2022 08:36 PM

> - Status: Waiting

>

>

>

==================== image File Attachment ====================

TEXAS TRUST.JPG, 3205652 bytes, Added to incident

Auto-Response By (Administrator) (02/24/2022 08:45 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 (Bernadette) (02/21/2022 08:36 PM)

Hello Tamara,

This is Bernadette from Sam's Club Back Office. I just received your concern regarding the refund of order number [protected] which is the Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included).

On behalf of Sam’s Club, I apologize for the inconvenience of this order. Let me assist you with this.

For the quickest resolution, I would request you to send us a bank statement showing that the account used to purchase the item is already closed. I can assure you that this bank verification process is to ensure that funds will be credited to the right account. We do not want to cause more trouble on your end, your assistance and cooperation is very much appreciated for me to complete the request.

l appreciate your patience and understanding on this matter.

Thank you for being a valued Sam's Club member and have a wonderful day.

Best Regards,

Bernadette S.

Sam’s Club Digital Member Experience Team

Chat By Chat (Victor) (02/09/2022 11:42 AM)

Victor: Hi, my name is Victor. I'm here to help you.

TAMARA WASCOVICH: [protected] should have received refund checkin mail, have not.

Victor: Hi there! Hope you're doing well.

Victor: I understand that you'd like to follow up on your refund. I'm here to help, okay?

Victor: While I look up your order number, may I also have your full name, email address, and phone number?

TAMARA WASCOVICH: tamara Wascovich 409 Whitney street, cedar hill, TX 75104

Victor: Thanks, Tamara. Your email address and phone number, please?

TAMARA WASCOVICH: tamara.[protected]@gmail.com

Victor: Thanks, Tamara.

Victor: Thank you. Allow me a couple minutes to let me do my review and I'll get back to you with an update, okay?

TAMARA WASCOVICH: ok

Victor: Upon checking, there's actually no refund request made for this, Tamara. This is for the 1 Lifetime Lotus 80 Sit-On-Top Kayak - 2 Pack (Paddles Included), correct?

TAMARA WASCOVICH: Yes

TAMARA WASCOVICH: What is the status? Been a few weeks

Victor: Sorry if you've been put under the impression that there's a refund made for this. Here's what I'll do.

Victor: There's no refund request made for it, Tamara.

Victor: So here's what I'll do.

Victor: Let me contact the vendor first, okay?

TAMARA WASCOVICH: Crazy- I have email saying there would be a check sent.I need to escalate!

Victor: I am going to escalate this, Tamara. Once I got info from the vendor, we will go ahead and do what we need to do for this, okay?

TAMARA WASCOVICH: No I want the check!~!~!

TAMARA WASCOVICH: We apologize because your order [protected] could not be delivered to you. All our interactions are recorded and documented, we use this for quality and training purposes, this way we enhance our member's experience, we appreciate you let us know about this.

We are going to reach out to you within the next 72 hours to discuss about your refund for $517.44, via check, as you requested.

The reference number for this interaction is [protected].

Victor: Refunds usually go back to their original form of payment which in this case, is your card.

Victor: That is really odd.

Victor: That is no good. That's in no way how we process refunds here.

Victor: Let me review the incident.

Victor: Thanks. Tamara.

TAMARA WASCOVICH: I requested check because card I purchased with is no longer active. Bank issued new card. That was a screen shot from Sams and I also talked in person on phone who told me check would be sent.

Victor: I see. These are all noted, Tamara.

TAMARA WASCOVICH: ok

Victor: For us to proceed with this a follow up on this, Tamara I need to loop and escalate this to my refunds processing team right now, okay? This is how we can gat a development on your issue so we can progress and get the right help that my team services.

Victor: What I'll do is to tag this escalation as highest priority so that they will work on this soonest and reach back to you as soon as possible, okay?

Victor: Let's set you up for a call back.

TAMARA WASCOVICH: Ok [protected]

Victor: Thanks.

Victor: I've successfully escalated this to my team. Please allow my team 5 business days to reach back to you but since I've tagged the escalation as highest priority, they may actually reach back to you sooner.

Victor: For the successful escalation we requested for your concern, here's a reference number:

Victor: Incident #: [protected]

Victor: Expect a reach back from my team, okay?

Victor: Do you have follow up questions or need to clarify something?

Maybe I can still help you with something else aside from this?

Victor: This is the incident number:

Victor: Incident #: [protected]

Victor: Sorry for that.

Victor: You may also add this as supporting incident:

Victor: Incident #: [protected]

TAMARA WASCOVICH: ok

Victor: For general concerns and inquiries, including on going promotions, updates, tracking your order, account management, etc, you're always welcome to check www.samsclub.com or log in the Sam's Club app.

Victor: Thank you so much for your time. Have a great and Samstastic day. Take care and bye for now.

TAMARA WASCOVICH: and this conversation is documented as well?

System: Concluded by Agent

Question Reference # [protected]

Date Created: 02/09/2022 11:42 AM

Date Last Updated: 03/04/2022 06:04 PM

Status: Waiting

To who it may concern

On Feb 19, 2022 I received a letter from Sam's Club saying "My Sam's Club membership will automatically renew on March 22, 2022 for a fee of $45.00".

I have no intending of renew my membership and did not want Sam's Club to automatically renew it.

I called Sam's Club in (Lady Lake Fl phone [protected] on Feb. 19 at 5:39 PM,

To inform the Club that I did not want my membership renew.

When I was explaining my situation to the Member Service Associate. (Sorry I did not get her name ) she told me I had to come into the store to cancel the membership. I told her I was no going to come into the Sam's Club and at that point she hung up on me which I did not appreciate. Also, Associate hanging up on members does not reflect well on Sam's Club

I did call the [protected] number and spoke with Jas who was very helpful and I also did a chat with Heinz who also was helpful. I was given a case number # by Heinz and was told she would pass on the information.

What is even more of an issue with me is no one ever acknowledge my email.

Show quoted text

Friday February 25, 2022. Was in Sam's Club and had to renew my membership. Renewed 100.00. After renewing my scan and go would not work, kept saying needed to renew, which I had already done. Stood in line for 30 mins to find out customer service in the store could not help they said I needed to call the customer service line and they would update my account as being renewed and I could scan, and provided the 800 number. When the gentleman got on the phone (they will not give me his name) I explained to him I renewed and that he needed to reset my account. I gave him my member number name and all and he actually asked for my password. I said what no you do not need my password. He said oh you don't know it he would send link to reset password. I said there is no need this has nothing to do with my password! and why would you even ask for that information. Is this man a thief? so I asked for a supervisor. Carissa got on phone said she was a supervisor which I found out she was not she didn't even try to help she just gave me a credit for my renewal i had just paid for. All of this just to reset a renewal on the account so scan and go will work .. I had 98.00 built up on the account in store and lost that too. I asked Carissa for corporate phone number and she informed me there wasn't one, that they would call me within 24 hrs .. never heard from anyone. this supposed supervisor lies ALOT! so I called corporate today, got hung up on twice. to finally speak to Eric and get told nothing we can do for you! I bet the CEO would love to see how someone that wants to renew and use the app to buy and check out got handled and let go and tossed like nothing! and I can not get the 98.00 that was built up on the account. gone and tough ! WORST COTOMER SERVICE EVER! be afraid be very afraid. even up to the corporate level.

February 27, 2022

SAM’s Club

Customer Service Department

Customer Service Department:

On Sunday, February 20, 2022, after shopping in Sam’s Club for my food products, I proceeded to the gasoline island to make a purchase. I do not have a membership card, when I signed up in November 2021, they had run out of cards and was informed that I could use my receipt to make purchases and buy gas.. (had purchased groceries). Before pulling up to the gas pumps, I asked the attendant if I could use my receipt to purchase gasoline. He said he would use the scanner so that I could purchase my gasoline.

Because I do not have a permanent card, I keep my receipt ins a clear personal card holders to maintain it’s legibility. I handed the attendant the card holder with the membership receipt visible. He removed the membership receipt for my card holder and crumbled it; he stated that he been instructed by his Supervisor to do so. He returned my cad holder and I requested he return my receipt, he adamantly refused. I then asked to talk with his Supervisor and she stated she was not going to return my receipt because it had been purchased last year. I shared with her my membership was good for a year and she informed me that I should get out of the gasoline line, go park my card, go inside and get in line to get a membership card. I shared with her that there was long line and my husband was ill and we could not get in the long line. She told me to get a motorized cart so he could site in line and to go get a card; and she refused to get/give me my receipt. She also told me it too cold for her to talk outside and she was going inside to her booth. I agreed to go with her to the booth so that I could get my card. She refused to give my receipt.

It is the store policy to take a receipt, crumble it and refused to give to the owner, especially if asked to have it returned? I have never had anyone take a receipt from me or my even when returning items. I felt violated, humiliated and possibly robbed of my personal items.

The next day, Monday, February 21, I returned to Sam’s Club to get a membership card, only to find out they were out of cards. I shared with her my situation and she did call and inform the gasoline attendants memberships cards were not available at this time. I still do not have a card.

Why am I sharing this? I would like to know is it Sam’s Club policy to take receipts, crumbled them and not return to the customer upon request? I don’t want to share incorrect information? If it is, how can I cancel my membership?

Membership #[protected]

My name is Sharon Wells, my husband and I shop frequently at Sam's. We reside at 260 Park Ave Apt 1503, Pooler, GA 31322. I am writing to complain about the recent sizing of the jumbo shrimp, that I am purchasing from Sam's Club, in Pooler, GA. Due to being a pescatarian, I frequently purchase shrimp and fish products from Sam's, several times a month. I've been purchasing these shrimp on a regular basis for several years, but the last three times I have purchased the shrimp, they were extremely small, not jumbo. This is a false advertisement; expecting to get jumbo, but actually getting small shrimp instead, and also paying for jumbo, but getting small shrimp. There might be three or four jumbo and the rest are small. The last bag I purchased, I took a picture of it, to give you the information from the package. I should have taken a picture of the shrimp, but I didn't think about it until they were already gone. As I stated above, we shop at Sam's often, and we also have a credit card account, so, if need be, you can look at our purchase history to see how long and how many times we purchase these shrimp products.

Jumbo Raw E-Z Peel Shrimp

480z (3 Ib) bag 197332

Lot [protected]

Plant Code 913

Country; India

Exp: 3/10/23

I purchased a basketball hoop online several weeks ago. When it arrived, the box was crushed and upon assembly, there were several parts missing. I contacted the missing parts number and was told I would have to return it. This weighs over 100 pounds, was 75 percent put together already and had no box. There was no way to return it. I went to the Greenville, SC store to try to get the missing parts and the store manager rudely told me that there was nothing they could do for me. That I could not get the parts, they could not schedule a pick up for the return and I should rent a uhaul to return it to the store. Her being the manager, she should have gotten the missing parts from a product in the store and damaged that one. Instead, she told me that Sams was not responsible and I was pretty much out of luck. She also said they could not order a replacement until the original one was returned.

I called the customer service number again and thankfully, they ordered a replacement. However, they were supposed to call to schedule pick up of the original and have not. The shipment has been delayed three times now and I still do not have a product and the charge has been on my credit card for over a month. I have not been offered a refund or any type of help at this point other than an order for a replacement that has not arrived.

I purchased a product that I have not been able to use and the customer service I received from the store manager at the Greenville store was the worse in my life. To tell me to rent my own uhaul to return a product that had missing parts, is unbelievable to me.

I will never order online from Sams again and probably will not shop there either. I would, however, like a refund, credit or my product.

On Feb 11, 2022, I went to pick up my gifted birthday package at Frederick Md

Sam's club. Discovered It had been mistakenly cancelled. Gifter reordered items promptly while I waited. She was told I could have package if did so.

Almost 2 hours later and only when I asked for a manager was I told that this same package could only be picked up the following day. The items were sitting close by on a cart, ready to be taken. I left with nothing including a good explanation or sufficient apology.

Thank you,

Patricia Fogle

We stopped by the store at 4900 Center Point Drive, North Charleston SC at 9:30 AM. We have a business account (no credit card, though). We became members in July 1991. We always enjoyed having the extra hours retained for business owners and tried to enter the store.

The door guard, a Sam's Club employee, saw our card and would not let us enter the store until 10:00 AM. We were forced to stand in the cart vestibule for 30+ minutes, in the cold of the morning, in North Charleston.

I asked about early entry, and she remarked that was now only afforded to Plus memberships $100 for the year or $8.33 a month, for what?

Sam's club is now nickel & diming us to death. As the old Arab prophesy states, you have entered the period of "death by a thousand cuts".

Did some shopping today 2/16/22, needed a little information concerning tires for my auto and truck. Stopped at the counter, behind the counter a women employee (in her mid 30's maybe, she appeared to possibility be over them) was talking to two men and another women who appeared to be workers, workers saw me, but women talking did not see me. Waited for a few minutes, nobody acknowledged me although the three people being spoken to saw me, I was in a bit of a hurry but still waited a few more minutes, still no acknowledgement. At this point I left, I guess if you want to sell tires, those behind the counter should be taking care of customers. I'm not angry, not looking to get someone in trouble, just disappointed, I will look else where now because it scares me that there seems to be a lack of concern for customers, which might be reflected in the work accomplished. I have been a member for many years and enjoy shopping at Sam's.

Frank Rzeczycki