Sam's Club
Reviews and Complaints

My husband ordered a $500.00 gift/cash card to use at our local Sam's Store. We received it in the mail via Fed Ex and proceeded to our local store in Rancho Mirage, Ca. We went by the customer service desk to see if we needed to activate the card and we were told we did not. We went inside did out shopping and proceeded to the check out where were told that there was no balance on the card. So we called and we were told funds would be available in an hour. So we had our groceries put in the walk in via your kind manager and we came back two hours later. We checked out again and were told there was no available funds on the card again. We were told to come back in another hour. We went back home and came back in an hour. Again no funds available and we were told that it would take 24 hours this time. Do you know this has never happened to us at Costco? Do you know how much gas and time that we wasted with your store and the issue with Gift Card? As a member I feel like our money and time is better spent at Costco. If you are struggling I can see why.

We like your store because its not as busy as Costco but if you want to keep our business you need to improve on your customer service.

[removed]
Alpha Omega Solutions
[removed]
Member Since 2015

I entered the Sam' club in Southgate California within 72 hours to return my HP Envy Desktop + 27-inch Curved Monitor Display. After presenting my club membership ID, driver's license, and physical receipt, an inspector was called to open to contents of the closed item. Before opening the item, I showed the inspector photos of the item opening the box after buying it. The photos depicted the monitor before use powered off and then powered on. The inspector deemed that the screen was defected as no physical damage was done to the screen. Due to the 'price' of the item a manager by the name of Eric G. was called in to take a second look at the item. Contrary to the technician, he accused me of piercing the screen. I said, "are you stupid". Then he called me [censored], and I said, "[censored] you". He spat in my face and called security. Upon his calling security I said to him, "you little [censored]", and I took my leave peacefully along with my item and vacated the Sam's Club premises. In addition, he marked a special note in the system. His action(or his notation) was further cause for the disallowance of the return of the item to other Sam's club locations. At the other Sam's club locations, the process was the same. Check and verify ID, membership, identification, and receipt + item. The employees deemed the item returnable due to defect as item was still excellent condition at time of attempted return and all accessories including manuals and items wraps were still there. At the final call, again the manager stepped in to give his approval. When the manager stepped he refused my return, overturning once again all the other employees' judgment.

On June 23rd around 3:30.My sister in law and i was at the bakery store wanting to order 30 cupcakes for my daughter 20th Birthday on June 28.She been deceased a month.I was told the three ladies in the bakery name Jessica, Rosa, and Conswela.My sister in law ask to order some cupcakes.One of the three ladies spoke to her in a rude way saying and pointing the paper to fill out is over there and walk away.Confused about how to fill the paper out, my sister in law ask for help twice after being ignored from the ladies.Finally the third time the same lady came over answer our question and walk away again.My sister in law was getting frustrated and upset because we were being treated badly and the the other two ladies didn't ask if we needed help the whole time we we there.I told the lady she was being rude and we didn't want to order cupcakes anymore.Eyes got watery, i told my sister in law i would pay more money somewhere for better service then this.My sister in law and i walk to the front of store and ask for a store manager.The employee was very friendly and ask what it concern to forward it to her manager.we told her what happen and she said they been getting a lot of complaint in the bakery department.The nice manager Veronica apologize and said she will forward it to her boss.My sister in law and i decided to go back to the bakery to get the ladies names when a nice guy name Justin stop and ask us what happen.I explain and he also apologize the experience i had apologize about my daughter passing.He said we were the reason why the employees have a job there.He ask did we want to still order cupcakes i said no.He help us with ordering the cups and gave us ideas how to design them.I told him that's how you should treat a customer and told him thanks.We also told Justin both of our company and family members order cupcakes all the time because of the good service, delicious cupcakes, and you get more for the money.My sister in law was very shock and disturb about how we was treated by the three women in the bakery.I want to say thanks Justin for taking the time for helping us through this difficult time. sincerely Nicole

I bought the Members Mark Apple fritters from your store from the Plano store at Frisco yesterday afternoon. And when I opened the seal to the pack today to offer a piece to my kid for her breakifast, we found a live earwig on one of the the fritter!

How can this happen? This is so unacceptable! What if she had eaten and fall sick! What is Sams doing on food inspection? I need some answers on this before I go to the media!

Please reply to my email at [protected]@yahoo.com

Yesterday, Saturday June 23rd, I attempted to shop in the produce dept. Typically between me and my sister we spend $35-$50 in the produce dept. Yesterday I struggled to buy $10. The produce was old, damaged, buzzing with fruit flies and not available for purchase.

I buy the same freshly baked bread each week. This week there were no fresh baked products. Everything had a 6/21 and 6/22 date. that makes all of the product have a 6/23 best by date. Unacceptable!

This was Saturday at 9:30 am. This should have been prime time for shopping.

This is one more weekend amongst many that I am seeing a deterioration of selection, quality and product availability.

I wish I could say that this is the first time I have have seen this circumstance.

My name is Jason Richardson and I called twice to cancel my membership and waited over 4 months to receive my membership refund and still haven't got anything. I am thoroughly disappointed in the process. Shutting down your stores in my area was the result of me canceling and now you are reluctant to refund and poor processes in place to remedy the situation. I expect my refund to be send out immediately and not told to wait another two months to get my refund. I called on 2-3-2018 and 4-20-2018 and my reference number is [protected]

I drove 2 1/2 hours from the west coast of Florida to Miami in order to purchase some sets of café lights because they were out of stock in my local store. Surprise for me went I get to the store in Miami there was only box left on the shell, but not problem I was willing to purchase the product even with the box all damaged. I presided to take the box to the register and ask the cashier if they had any more in stock because that was the only one I was able to find, cashier requested help from a "supervisor" Velky who stated we do have 25 more in stock but they are seating on a pallet nd company policy stated we can't move pallets during operating hours. I found that hard to believe so I requested to speak to a manager, Velky left to get the manager and less than a minute later return stating the manager set the same thing I ad mention to you. If you want the lights you have to came back tomorrow or take the broken box... Super unprofessional, I'm considering to cancel my membership and also return over $2, 500 in patio furniture that I had purchase in the last two weeks.

6/13/2018 posted on your Sams Complaintsboard.com/new_complaint at 6:14PM
Here is an portion from a chat I had 2 days ago with Sam's help online:
>In late 2017 I had a battery installed at Sam's Club at Reliant Sams in Houston. They accidentally pulled out wires and a resistor to my signal lights. I reported it promptly and was told to call your central office. I did so, but the central office said individual stores were settling those claims.in between this Sam's closed. I returned twice when management was closing the store, and they said go to any other Sam's to resolve for reimbursement. I did with no success. Then I chatted with a rep on Jan 12, 2018 who said I should wait to be contacted, since "all open claims were being closed". I waited and waited and waited, and no one ever contacted me. Last month I went to Sam's Club on Rice Ave here, and they said they could not help me at the Customer Service counter. I doubted they understood what I was explaining.
Now I have gotten this repaired. Instead of going to Chrysler who quoted $200 for the repair, I drove 2.5 extra hours to get a much cheaper repair.
Marta at Sams: Let me assist you with this richard.
Me: Now I want to be reimbursed. We are not talking a lot of money, but your repair people did the damage and I wish to be repaid.
me: If I counted the time I put into this, it is the equivalent of a couple of hundred dollars.
me: My number is [protected], and this last chat was on Jan 12, 2018.
me: I am also upset because I could have gotten a moving violation of no signal light while I waited all these months!
Marta at Sams: We do apologize for all inconveniences that this issue may have caused you richard, in this case the best way as I can assist you is escalating this complaint at our manager level department and they will be contacting you via email.
me: I do not want to wait again for 6 months. I want the name and telephone of a manager now.
me: The idea was that I could get reimbursed by any Sam's Club, since my local one closed. They do not seem to want to hear about this, much less reimburse me.
Marta: I am sorry we do not handle this information over the chat, but if you wish you can call at our call center and they could transfer the call to the right department.
Marta at Sams: Could you call at this contact please [protected] they will be glad to assist you.

So I called this number yesterday 6-12-17 (one of over 4 made to them) and they promised a) I would be contacted by email within a day, and then b) I would be sent an email for $45 credit. Neither happened.
I called this same "help number" today and after 38 min was told I was being emailed another credit. Nothing came. Both the receptionist and I waited for an email to be received, but nothing.
Now I have visited Sams clubs 5 times, wasted hours on the phone, and 2.6 hours getting this damage repaired. All I get is delays and it has gone on over 6 months.

What do I have to do to get reimbursed for this?

The most outrageous part is that each time I contact you guys, I am being told a notation is being made on my account. Yet, today, the receptionist insisted there was nothing on my account about this. This is incredible irresponsibility, and frankly I now see why you had to close many of your stores. From my experience above, plenty of people just do not do their job.

I am interested in your reply, if you can get around to it.

It is over 6 months, I have paid for their damage, invested hours in calls, conversations, traveling, after being promised resolution — all neglected.

I ordered a 65" TV from Sam's Club online. It showed in stock in Lake Charles, LA and I was at the Lafayette store at that time. I ordered and paid for the TV which stated delivery would be between Tuesday June 5, 2018 and Thursday June 7, 2018. Well on Thursday I called Sam's club in Lake Charles as the TV was not here and they informed me that it was never in stock there. I would not be allowed to pick one up at a store. And I may recieve it in a week or so. I order online all the time and expect when I am given a delivery date that it will arrive at that time. I am beyond upset. In addition they gave us a number to this shipping company that is horrible and I will never use. After the manager at that Sam's stated there was nothing they could do for Sam's lying to us or to get my TV delivered as written by Sam's, we hung up and are now considering not renewing our PLUS membership which I have had for 13+ years now. I will never order from them again. The shipping company is worse. We called Thursday after hanging up with Sam's. Have never heard of or from this company ever. They claimed they just got that order that day and are in Fort Worth, TX. The guy then said he would call us Friday and send it to Louisiana with a driver he had coming this way. More lies. I found my email from their company (Pilot). They got the order and TV on the 5th. Claimed they precalled us, which never actually happened, on the 3rd. Then they didn't send it this was until well after our call. It took over 12 hours to Fly it from Fort Worth to Lafayette. I could have driven that distance faster. This was on Friday. Once again no call was made to us. We called them Friday and they say customer service is closed and call Monday to schedule delivery. They are aware delivery was supposed to be between the 5th and 7th. Here we are Monday June 11, 2018 and my TV is sitting in Lafayette, LA (1.5 hour drive away) and has been there since 3p on Friday. They now claim they can't bring it until sometime later this week. I am furious. That is not how you do business. If it says delivered by then that's when I should have it.

The management at Sam's Club put a lot of pressure on its cashiers to get the customers to get credit cards and upgrades as so forth was told they would be written up if they fall short by the end of their week most customers don't want or already have Sam credit card and it's hard when you come to work and you're under pressure no credit for the sales that you make the customers complain about the harassment that each time they come they harassed about these issues it's not fair to the cashiers that are jobs are on the line and they are under so much pressure when they just trying to feed families

I ordered 2 bookcases from Samsclub.com, and paid a premium for the privilege. The order was delivered short-shipped. Each bookcase came in 3 packages and they only delivered 5 pieces. One of them was completely broke in half. I decided to initiate a return so I contacted their Customer Service chat. The young man assured me that there would be no problem with my return. He scheduled Federal Express to pick them up the following Tuesday. Tuesday comes and FedX shows up with 2 labels for 5 packages, along with the 6th piece which he insisted I take. I refused the 6th piece and asked him to take the others but with 2 labels only, he said he couldn't do that. I then called Samsclub CS and got an agent who wasn't helpful but just offered what she would have done. USELESS to tell me what you would have done, please just help me resolve this! She said the back office would have to call me. She said they'd call within the hour, but for sure by the next business day. 3 days later, still no call. I tried chat again and this time the agent just blew me off and said he couldn't help me. I tried calling again and got a very rude agent who said that I would have to call FedX. WHAT?! No! I bought these from Samsclub and I expect Samsclub to fix it. She said that the back office would have to issue new labels and send them to me via email. What? The back office again? On top of that she was extremely rude! I asked for her name which she gave me - Jasmine. I immediately called back in the hopes of getting an agent in a more helpful mood. Nope! I called 4 more times and each time after being on hold for 10 minutes they disconnected. Okay, now I'm fuming mad! Later I get this email that says, hey you asked for 5 labels but only bought 2 bookcases. OMG! Really people! So I had to explain it again! Still waiting for those labels, and then I understand that I must call FedX. I have already taken a day off work to try to return these. I can't keep taking days off! Ready to toss these on my driveway. I will NEVER buy anything from Samsclub.com again. Their Customer Service is horrible!

On Saturday, 5/26/2018, just before 2:00 pm cst I put $20.00 worth of Sam's Club gas in my vehicle. I then drove a few miles, parked my car for a couple hours, drove a few more miles and noticed an awful sound my car was making. My check engine light also came on. All things that did not happen to my car that I have had one month until after I put gas from Sam's in it. I drove to my local dealer and parked it. After speaking to someone we decided to let it sit until this morning, 5/29/18, as the service center was already closed for the holiday weekend. Fast forward to this morning and I'm hearing reports of our local Sam's having gotten a batch of bad gas and now I'm looking at costly repairs to a vehicle I have owned for one month. I just made my first car payment last week. I need to know how Sam's is going to make this right, as I do not have the funds to repair damage that Sam's gas did to my vehicle. Please contact me.

Twice now I have gotten gas and no receipt. The attendants can't print a receipt. They want to write a paper receipt. I have been stopped before by police thinking I hadn't paid my gas. My receipt was all that saved me. I do not understand what is so hard about a receipt for gas. Anywhere else if the pump doesn't print it the attendant can reprint. I am very very upset about this

I order my groceries for my large family twice a month from sams club on bowman in little rock. For the second time in a row, I have arrived at the end of my selected time slot to find that my order had not been pulled. So, the last time I had to wait for 45 minutes before anyone would show up to help me. Despite the service desk calling multiple times for assistance. That time, there was only one person working club pick up and she was very apologetic, so I waited, while the store closed around me, for her to pull my order. When I left the store, it was already closed. This time, may 22, I arrived at the store after 4 pm to pick up my order that was supposed to be ready between 3-4 pm. The check in kiosk could not find my order. So I selected the help option and proceeded to club pick up. There was a lady already waiting when I arrived. After 30 minutes and 4 calls from the service desk, someone arrives to find our orders. We are told that they can't find either of our orders and the lady walks off without telling us what she's doing. After another 15 minutes pass, two more ladies appear and take a few order sheets and walk away, again, without looking at us or saying a word. After another 10-15 minutes, I go back to the service desk to try and find out what we are supposed to do, since no one is speaking to us. The lady at the service desk finally gets someone on the radio and she tells me she has just begun pulling my order. I tell her that I don't want to wait for it, i'm tired and i'm irritated at this point because of what happened the last time and because of the poor customer service. The lady on the radio tells customer service to apologize to me and give me a gift card. I paid online and I have ordered online enough to know that the money doesn't come out of my account until I pick up my order. However, i've never not picked up an order so while asking what would happen with the payment that was on hold with my card, another lady shows up and is very rude and condescending towards me. I left the store at 6pm with my 5 children, in tears, with no groceries and a $20 gift card that doesn't even cover my gas to drive the 3 hour round trip. The only bright spot is that the lady in customer service was an angel and so very nice to me both times, her name is cindy. She needs a prize or a raise.

My girlfriend and I each bought 30 cupcakes for a school function. I noticed we were charged full price ($14.98)as if we got icing and decorations on them. I addressed this with a customer service representative at the store and she called back to the bakery. They said no it's the same price. I called back to store to speak to the manager and was on hold for 20 minutes. No one ever picked up. I called back and spoke to Chris the manager. He transferred me to Alan the bakery manager. He explained there is only 1 SKU that they can use so there's nothing they can do. Really? You are telling me there is no discount SKU for anything? I find that very hard to believe. If you have a disgruntled customer what do you tell them? Sorry? You don't ever give them a gift card or a partial refund? I have been in customer service 20 years and all of this I find very hard to believe. Your customer service and management departments need a big improvement.

Member for 30 years. First time the cashier was very nasty & wanted ti just argue with me when I was calm & polite. Had a few items to put on two different debit cards. Tried to tell her what I had separated for each transaction. She refused to listen and then I got home it was totally opposite. Now I have to reverse my business & personal transaction in my checking books. Called the Lewisville, Tx store and the might have wrote down my info. Have receipts if anyone cares or calls. Don Seligman [protected].

I am so angry with this scam. I ordered groceries for pickup April 28th, and my son picked them up April 29th (I am disabled). I bought more than $50 worth of PepsiCo products for the $25 e-gift card. Since then I have interacted about 10 times with PepsiCo and get nothing but runaround and no card. Each time acting like it's the first contact. first they claim the submission is the wrong size photo or format (they don't specify), so I resubmit with smaller and larger photo. Which I learned they were sending everyone that form email Then they don't respond. I say I will expose them for scam, and they respond saying they received my submission and will get back with me in 24 hours. 6 additional days go by, and I hear nothing. Then I contact them explaining each pre ious contact, and they claim there is no submission from my email address when I have correspondence from them! So they tell me to resubmit again to their help email address (them), and you guessed it—days have gone by and nothing. Phoned Sam's 800 number and the rep said not on them and I should contact PepsiCo again. I feel scammed into spending $50 that I otherwise would not have spent on PepsiCo products in one trip. The idea of getting $25 of it back in the form of a gift card was alluring. All the food has been opened.

I signed up last month for a membership and a Sam's credit card. There was a promotion to do so and thought since the member ship was less than Costco and the gas prices are about the same, why not. The person that signed me up at the desk took all of my info and said to cut up the temp card when I get the permanate one. I never rec'd my perm card, but an email advising that my info was wrong and to call to get the card sent out. I have NO idea what this info of mine this guy from the membership desk has now, if he messed my info that bad. I called the # in the email and paid my balance and cancelled the membership and card. The person coulndt take my info off the website though. There is NO way to do that. I dont want my info out there! How do I know what this guy did! Its back to Costco for me. I's rather pay $15 more a yr and have great service than this mess!

I initiated a membership last week and went to the store this week to have my card printed. It was printed and I went to use it and it would not work. So i looked in my bank account and the membership fee had been refunded. I called to speak to someone today. I have been "disconnected" from 3 reps and finally had a rep stay on the phone long enough to tell me that a rep had called me on the 9th to verify my billing information and when they did not reach me they cancelled the membership. They did not leave a message or email me regarding this. So i tried to use my card and couldn't without knowing why. They the rep states I need to start the process all over. So the card and information I have given is not enough for them to begin the process for me? I would just rather keep driving to Costco like we have been then to have this type of service from the very beginning.

I recieved email from PepsiCo on 5/8/18 starting last chance spend 50 on qualifying products for pick up get 25 ecard. Said ends 5/9/18. So I purchased and sent receipt end. I recieved email stating ended on the 4th. I have screen shot the email that was sent on the 9th. I feel scammed. I bought things I probably wouldn't not have purchased. I have a cast on my foot so it doesn't make it easy to return items either. I have copies of the email.