Sam's Club
Reviews and Complaints

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

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

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

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

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

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

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

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

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

Lee Francis
[protected]@windstream.net

The Serta P.O. # is [protected]

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

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

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

Ordered from Amazon one case of paper...I will never order this kind of paper from Sam's club again...The carton was well taped and secured but every ream was opened and I'm not saying just a little tear ...they were torn right up the side and when I picked them up they totally fell apart ...I am with a government entity and we order quite a bit of different items but very, very unsatisfied with this result.

I purchased a 55 inch TV last month and I've yet to receive delivery of it. Each day I track and it never arrives. I've spoken to countless representatives to no avail. Please help me receive my TV, this is so unfair. Please provide me with the name of someone with authority that can resolve my problem. I asked if I could go to a local Sam's Club and purchase a different TV, and asked if they could apply what I already paid on the other TV to the new one and apparently this cannot be done either. It has been extremely difficult to understand the representatives that I've spoken to. Anyway it's all been lies and broken promises.

I have been trying for more than two weeks to do some shopping a Sam's Club on 8 mile Rd, in Southfield, Mi. No matter the time of day or day of the week there is a long line with 75 to 100 people standing, waiting to get in to shop. No other store in Southeast Michigan is doing that, I can walk in to Walmart, Meijer, Kroger's at anytime, any day of the week and get almost everything I need. I tried the John R and 13 mile store, the line was longer. I tried the Ford rd store in Canton and they told me I need to order on line and it will give me an appointed time to come pick up my groceries. I went on line on the 7th of May, called on the 8th of May to reconfirm. I spoke to Edgar, who gave me my confirmation number : [protected]. He also gave me an incident number: [protected] that was on May 8 at 3:13pm (EST). My computer printout gave me a pickup date of Sat, May 9 at 6:00 pm - 07:00pm. I drove 30 minutes to get there a 5:30pm, I was instructed where to park for a 6pm pickup and waited. At 6:38pm, an employee came to my car to get my order number. She couldn't find me in the system. I gave her my name and member number, still unable to locate my order in the system. I asked if I could place an order and handed her my print out and she said, we can't do that.
I was more than upset.
I left there and drove to Meijer in Livonia, walked right in and purchased $76.00 dollars worth of food. Their shelves were full and I had no problem.
Sam's Club needs to stop these procedures. It's not working and you're losing customers and money

Regarding order number [protected]
I ordered a gas range in february that still has not been delivered. This item has been paid in full for weeks now. When I went to your live chat, (weeks ago) one of your associates located a problem with the order and said he was escalating it to an executive dept for shipping. This is my last attempt for you to make this right before I file a complaint against your company with the fcc. When I call the store, they tell me online is a separate entity and they cannot help.

Online does show today's date as a delivery date but I haven't received any email correspondence saying it has been shipped. The tracking number that I was given is not valid. The current status "shipped" hasn't changed in months!

I need this range or I would not have ordered it - I expect it to be shipped yesterday!

I was on the auction site and you have the paper towels, 27 packages that I counted, people are bidding on. The bid is going up to $40 and I find this insulting. You have none in the store, none to buy on your online site, but you have them on your auction site. This is price gouging and I find this shameful and disgusting. If you have some you need to get rid of, them donate them, but to put on an auction site and get the highest price possible, is believably dishonest. I will not shop from Sam's again and I will be posting on FB and other social media asking everyone to share. I may even call the local news people, as I have friends in the industry. Do me and America a favor you Corporate [censored] greedy people, remove this from your auction site. Now is not the time to be doing this when there are so many in need and have no means to get it.

I placed an order for pick-up at 8:30 am. On March 12 It showed everything in stock, we went at 3:00 pm and the order had not been pulled. The items were in stock when I ordered so I guess they didn't pull order when I ordered it and so I get a email today 3-13-20 saying everything I ordered was out! Very pointless to use that feature! It shows I requested the order to be picked up the next day and I did not request that! I wanted the items yesterday I have had a business membership since 1991 always been pleased. Not now going to start comparison shopping on amazon.

I have tried to get five flats fixed. Each time they say its not repairable. The nails was not on the side wall but 2 and a half inches into the tread.Tech said its not there policy to fix a tire there. But the guy down the street will fix it.You have lost me as a customer after I spent the for the install and repair of the tires. This type of flat was fixed before

I want to thank you for my wonderful evening I have been buying your 25 pound box of parboiled rice for years I buy 2 boxes a month.it started out the company that makes the rice are not properly sealing the bag on top started a year ago okay I let that slide last night I opened the box I have a large canister that I put the blue bag in for freshness. Went to pull it out to put it in and about 10 pound of rice all over the floor.had to quickly get the bag back in the box before I lost any more rice.i poured it into the canister and quickly swept up the rice before my dogs ate it.and straightened that out.while I was cleaning up the mess the cake I had in the oven burned thank you very much and I checked the bag the rice was in the bottom of the bag there was no seam to hold the rice in seems like the quality control at that factory does a sorry job at checking their finished product.i think you either replace that company or contact them about their product.so thanks a lot sams