Sam's Club
Reviews and Complaints

First of all, the websites for both Sam's and Walmart are IMHO the worst websites on the internet and have been since they began. The store experiences are much better. There are always issues with the websites although they frequently change. That indicates to me that new errors are introduced every time an old one is fixed. As a (retired) programmer/analyst I am appalled that they are the kind of errors that a good software development process should have weeded out before any of it went online. My general recommendation is that you incorporate a sound software engineering process that includes extensive testing before releasing any updates.
Specifically I have two complaints at this time.

1) I do a "click-and-pull" order monthly. I create the order before my monthly check comes in so I can pick up the order as soon as my check deposits. I want the ability to "pay in store" however that is not an option. In order to make it an option I have to "game the system" by choosing one of my credit/debit cards that will be rejected. At that time I get a message saying my card was rejected and one option given then is "pay in store". I believe that the option to pay in store should always be available. Also please note that when changing the payment source the first one remains checked effectively splitting a payment. If people do not notice that they may be unhappy later.

2) I have actually been putting in feedback regularly although not always by my name. Last time a representative called me about my feedback about issue #1 but after playing phone tag and never actually talking we both gave up. I hope the following complaint was not something done intentionally. If not then there is a major problem with the software changing users' locations.

I did my usual order and went to Sams to pick it up but it was not there and the staff could not find it. As it turns out something, not I for certain, had changed my store from the Lufkin, Texas one, where I have been for 16 years, to a Benton, Arkansas one.

I am enclosing screen shots of the issues I have addressed. One thing that you will see in the screenshots is that before I log into Sams, my location shows as Lufkin, Tx because I regularly log in and that much is saved even though I still have to give my username and password.

Thank you for your attention,
Janet Walker
Cell phone # [protected] (I don't answer callers that do not identify themselves)
Member # [protected]

On 10/16 /19 we made purchases at Sam's Clearwater FL totaling over $240. Arrived home in Oldsmar about 7pm and on scanning the receipt noticed 2 charges for one package of lamb chops. The following evening I returned to Sam's customer service and explained the error the cashier made.

I was told I should have returned the same day "How do we know you didn't buy 2 packages of lamb chops" (I said 2 packages exactly same price?) would I drive all this way to beat you out of $13 after spending $240? He just continued to treat me like a child who needed scolding. I'm 87. He finally relented, gave me the credit with a warning: If you do this again (come in late) we won't give you the credit.
I thought customer service meant help the customer. I felt I was just interrogated by the Clrwter. PD.

The cap will not come off of the product. There are no directions to remove the cap. I tried simply twisting it off, pushing down and twisting, pulling up and twisting, and even squeezing while twisting. The darned thing just won't come off. Since I was in the middle of cooking and needed the oil, I ended up having to cut the top off and pouring it into another container. What is up with your caps?

I went to Sams Club October 8, 2019 Sams club battlefield in Chesapeake I brought the variety pack of chocolate and vanilla cupcakes. Today October 13, 2019 I opened then chocolate cups it smelled funny but I bit it anyway then I noticed molded growing on it. I was disgusted I checked the date and it had September 28, 2019. I'm really not even sure why they were still being sold if they were out of date.

I went to the San Diego Sam's Club to inquire about a Samsung stove, item NX58M6850SS @ $1, 449. and microwave item ME18H704SFS @ $299.87. It stated that it could be ordered online, which it cannot and not at that price. I spoke to 2 store managers who basically stated that they couldn't sale the items, it must be done online at the online price. They also said that it was the company policy to NOT honor the sale price, that it was "just a promotion"!
Sounds like a scam to me! I would like these products. I was willing to pay the sales price, but now I'm contemplating legal action.
Your prompt attention to this matter would be appreciated.
Kerry Tom
Email: [protected]@hotmail.com
Member # [protected]

I purchased a queen bedroom set for my daughter on August 28th. The set was completely destroyed when it arrive. I called Sams Club immediately and they scheduled a pick up for the return of the furniture through Pilot. I waited a few days and never received a phone call from Pilot so I called Sam's Club for a status update. I was told Pilot does not do pick ups so the representative scheduled a new pick up with Estes...great, so I'm expecting a call from Estes over the next few days but guess what...no phone call. Back on the phone again with Sam's Club and now I am being scheduled with Pilot again. Another few days pass and I get a call they will be out on the 13th. On the scheduled date I had all of the furniture sitting in my driveway ready to go. When the truck arrived there was 1 guy. Obviously 1 man could not load all of that furniture. I had to call Sams club back again to let them know the driver left without the furniture and it was now sitting in my driveway and I had no way to bring the furniture back in so it sat in my driveway for the next 4 days until the next delivery was scheduled. On September 19th they finally picked up the furniture...but I have yet to receive a refund. I have wasted hours on the phone dealing with this issue. Every time I call in I am told they are processing the refund but yet it still shows on my Sam's Club credit card. I had to file a dispute with the credit card company and I'm currently waiting on a resolution. To date it is 9/30 and the furniture was received back to the warehouse last week.

I canceled my membership 9/23 was issued a refund 9/25 then charged again on 9/26. I called to have it reverseda second time for the representative to tell me they had no records of the 9/26 charge then tells me I would need to go to my local store to show proof or take it up with my financial institution. CHASE issued a temporary credit after I made a claim (thank you Sam's club)
Inconvenient doesn't even describe my experience over all very poor customer service I will never shop at Sam's club again! Such a hassle to get my money back.

I purchased shrimps which said explicitly deveined but it was absolutely not which was very frustrating as it meant deceiving an entire packed of shrimp. This is false advertising and I am not happy with this.

Also the app mentions you come to the client in pick up space but clearly the product feature is non-existent

Melvin govender

Membership no: #101 42100 [protected]

My 5 yr old daughter had found a jojo siwa box kit that included a hair brush, surprise bow inside and bow hangers under a table of clothes! How she found it I have no idea but she absolutely loves Jojo Siwa and has a collection of her bows! She owns over 20 hair bows from Jojo Siwa. So when she found this product it was not a question of her getting it! The box was ripped open and wanted to be able to get another box unopened so we called for store manager to come to the register so he look look at package and to see if another in back of store because obviously I have never bought a ripped, smashed box! When he came to register he had stated that he didn't even know there was any of those left in store! Thought they had all been sold out! So we had asked since not sure if all the products was in the box that we had to pay for if we could have a discount on the package etc being that it was damaged! He said absolutely not and we would have to wait Monday-Friday to go through claims department! Well it's not our problem claims does not work on weekends and how do you tell a 5 yr old she couldn't have something that was available in store to buy?😳 if anyone ever had a 5 yr old who wanted something, try saying NO!? And like I said the money wasn't the issue! It was she found it and wanted it and was willing to purchase but because Joliet store does not obviously clean too well she found it! And the manager stated they have been sold out! So needless to say we purchased it anyway FULL PRICE for a damaged product! The store should have never let us purchase ANYTHING damaged period! No kind of discount nor did they try to make it right either! They sold us something full price not even knowing if everything was in there properly! How dare you Sams club sell or treAt your customers that way! We faithfully spend 100's EACH weekend but absolutely will NOT spend ANOTHER penny in your store if this is not handled properly!un fortunately I did not get picture of front of box that had the whole plastic cover missing! But here is picture of top and side of box that was ripped open and crunched! Could have made it right And gave me a discount on a product that was not guarantee the full product nor complete!

Just made it through my worst customer service experience with Sam's Club yet. We somewhat recently changed banks, and along with that, debit cards. I logged into samsclub.com to change my card details. I deleted my old card then got an error "Unable to add card" when adding my new card. Assuming my computer or browser was to blame, I tried several different computers and browsers, all receiving the same error. Then the nightmare started. I contacted customer service on Aug 26th, 2019. After being bounced all over the place and on hold several times, I was given a ticket number (#[protected]) and told it was an issue in their system (no? really?). The service rep confirmed my number and email and said they would get back to me in 24-48 hours... Only over an hour of my life wasted on the phone! Then the wait began... NO CALL, NO EMAILS, except their regular emails (which I unsubscribed from, both online and in-store...). I got in contact with Sams again on Sept 3rd. I was again given the fake apologies and said I would be getting a call or email within 48-72 hours this time! I asked if they would prorate my membership for the time I was unable to order online, she said they (whoever "they" are) would take care of me. After getting off with customer service, guess what happened? Surprise! No calls or emails again! Two Sam's reps lied straight to me. I tried to add my new debit card again (which I have used at other online retailers without issue) on Sept 12th. Sam's Club rejected it with the same error, yet again. So the issue still wasn't resolved either. I called into their support center again on Sept 12th. I finally talked to a manager who straightened it out, but again with an attitude of disgust, as if the whole issue was my fault in some way. I guess I shouldn't switch banks?! Keep in mind that part of the reason we went with Sams Club (over Costco) is that we live pretty rurally (over an hour to the nearest Sam's Club, a bit under an hour to the nearest Costco) but Sams included free shipping on many items online, so the membership made sense financially. Online ordering was the sole reason we got a Sams membership! This all comes on the heels of another experience that left my family of 7 waiting for over two hours in-store for an online order that should have been ready for pickup 3 hours before our arrival, at least that time they gave us a $50 gift card (without us asking for anything in return for our wait) and treated us like humans. We will be looking very seriously at Costco when our Sam's membership expires in Jan of 2020, very seriously. If the customer service would have resolved the issue in a respectful and timely manner and hadn't lied to me (twice!), I wouldn't be writing this review or considering Costco.

I purchased eye glasses at Sams club in Hickory, NC spring of 2018. These are the worst glasses I have every owned and been wearing glasses for 30 years. The lenses fall out and I have to clean them 10 times a day because they always have a film on them. When I went back to Sams club a month later they told to keep the screws tight and you'll have to live with cleaning them all the time. I wear my old glasses most of the because theses are just poor quality.