ComplaintsforSam's Club

Buying Clubs

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Initial Complaint
11/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged a $110 membership renewal fee for a club members account. I did not agree to have my card information stored and should not have been charged as I shopped as a guest on one occasion on 9.17.24. I contacted my financial institution to dispute the charge and was told to contact Sams as a refund could not be provided. I contacted Sam's and was told I could not remove my card information from this individuals account that the person could only authorize it. If the individual doesn't remove my card information I was not guaranteed that I would receive a refund and was simply told to cancel my debit card. I would like to be refunded and to have my card information removed as soon as possible
Business response
11/21/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After reaching out via phone, we confirmed a refund was received and advised regarding our policies as they relate to Memberships and Auto-renewal. Thank you, **** K. - *************
Customer response
11/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ******
Initial Complaint
11/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted sams club on 10/8/24 to cancel my membership with them due to having multiple issues with instore items including the quality of what they sell not being good at all. I spoke with several people including a manager via their call center who confirmed a refund would be processed back to the card ending in **** it has been a month now and I still have yet to recieve the refund u was advise for the membership fee which is completely unacceptable!
Business response
11/15/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We were unable to find a successfully processed refund for the membership cancellation in our system. Due to this, we've re-processed the refund for the member and gave them a phone call so they know when to expect their refund. We apologize sincerely for the additional delay.
Thank you,
****** ** *************
Customer response
11/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
11/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I attempted to change my membership from plus to standard. This cannot be accomplished on their web page. Three emails later I am told to go through my credit card company(??). As of this writing, my membership is still not changed.
Business response
11/07/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After connecting with this Member, we assisted in cancelling the Membership at their request. A point of contact has been established in case of any further questions or concerns. Thank you, **** ** * *************

Customer response
11/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
11/04/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchase done 10/29/24 / I been a plus member since 1993, recently Sam's club has changed their on-line shipping cost to us. minimum $50 for free shipping. I understand but I placed an order # *********** for pickup and the club and Sams system decided to split my order to have soap deliver to my house even though I was going to the Club to pick up the rest of my order and charge me $8 fee. the soap happen to be on instant saving flyer that I get in my home. How can that item be on the flyer yet not available to pickup at the club and then wanted to charge a shipping fee. that's not good business practice. How many time you do that to customer and in my case didn't notice until I was done with submitting the order. My order was over $180.00 Costco has been sending request to open an account with them and I am seriously thinking about it. I really like Sam's and this is not acceptable.
Business response
11/04/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have reached out to the member by phone and had the chance to speak to them about the situation. Given their extended tenure with Sam's Club, we have processed a refund for their shipping fees and provided them a timeline on when they can expect to see that refund. We also documented her experience with the website and ordering system so that this information can be passed along to the appropriate teams for review and correction.
Thank you,
****** *******
*************
Initial Complaint
10/31/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The amount of money you paid the business: I paid $250 for my last tire purchase, and previously, I paid over $800 for tire purchases when I needed to change the tires. What the business committed to provide you: They committed to providing tire rotations, free battery checks, and tire balancing with or without an appointment, as advertised. Whether or not the business has tried to resolve the problem, if the issue involves advertising, when and where the ad was seen or heard: I contacted Sam's customer service and visited the store location multiple times to speak with upper management. They always told me that the Sam's Club manager would reach out to me, but this never happened. They never resolved the problem, whether I had an appointment or walked in for tire services. I always felt unwelcome, and they seemed short-staffed. Sometimes they said they would do a tire rotation, but they didn't (I marked the tires to see if they did it or not). They apologized and did it again, but it took four hours to return my car to me. They asked me to make an appointment when I had a nail in my tire a week in advance, despite advertising that walk-ins were welcome for tire repairs (nails or road hazards, etc.). ad advertise on website/ signs hang at the tire dept.
Customer response
10/31/2024
I would like to hear from the club manager in charge to discuss how to improve the service level and provide the services that Sam's advertises.
Business response
11/01/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The Member was put in contact with local Club Management by one of our supervisors. Should they need further assistance, they can let us know. Thank you, **** ** * *************
Initial Complaint
10/30/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10/22 i placed a delivery order online. Order number: *********** To my surprise this was in fact nit delivered. Immediately, i began live chatting and calling sams for a solution. Initially, i was told id be refunded via egiftcard. When it never came I contacted again and was told refund denied. Called AGAIN - and was told a manual refund would be sent to my debit card 63.12 - my bank got it, but stated that it was pending && funds never arrived therefore returned to the club. The disrespect on chats and phone calls was astonishing. I do not think I have ever felt so under valued with them!
Business response
11/01/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We issued a manual refund for this Order on Oct. 23rd and could not confirm it wasn't received. We requested a bank statement showing the refund was not received to assist further, but were not provided with one. Should further assistance be needed, a point of contact has been established. Thank you, **** ** * *************

Customer response
11/01/2024

Complaint: ********

I am rejecting this response because:
I supplied screenshots of my bank account showing the transaction was still there. Additionally, they asked for a bank statement which i called my bank to supply && they told me id have to go into a branch to get one which is over an hour away.
i have spent too much time (&& quiet frankly money) at this establishment to have this many issues over a simple issue on THEIR END.
Sincerely,

***** C
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called the Sam's Club in Timonium, Md to schedule an appointment for the rotation of my tires. The call went straight to a remote Customer Service line. I informed the Man I spoke with that my daughter would be bringing in the car and she is not on the card. He said "that is fine will she have your Sam's card"? I said "yes". He scheduled the appointment and she gets there Saturday and they refuse to service the vehicle because she is not the card holder. She called me from Sam's and I called Customer Service again and they said it should not be a problem she should be allowed to get my tires rotated. Long story short I literally had to get out of bed while I was sick to get my vehicle serviced. But to my surprise they said she had to get a card for $20 in order for her to get the tires rotated. I do not have a problem if this is policy but the fact that Customer Service said I could schedule the appointment and have my daughter take the vehicle as long as she had my card and then she gets there and the tire service and Management say they could not service the vehicle unless she purchase a Card. That's misleading, bad customer service and bad service from Sam's period. One does not know what the other is doing so the actual Customer gets the short end of the stick. My daughter should not have had to purchase a card because it was Sam's Club problem giving incorrect information. Great Customer Service should have been to give her the Card since it was not her problem that Customer Service does not know what is going on in the Sam's Club itself. I would have waited before I had my daughter take my vehicle if I knew it was a hassle with her not being on the card. I called before I scheduled the appointment and asked if it was ok and was told that was not a problem. I was even told it wasn't a problem while they tried to call Sam's to correct it and no one answered the phone. My daughter should be refunded the $20.00 since this all could have been avoided.
Business response
11/06/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We were able to connect this Member with the Club for further assistance. Their daughter has been refunded the Membership fee for their inconvenience. Thank you, **** ** * *************
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased membership for first time on 2/21/24 I paid extra fort the plus because Im disabled and cant go to the Club so I need Free delivery and I live alone on limited income so I dont spend $50 min. on 6/19/24 I recieved an email that perks were changing and no Delivery was only free if u spent min of $50. I called CS Immediately and talked to a rep who said I would be getting an email by 8/16/24 with option to cash out membership. Ref# I was given *************. On 8/19/24 I received a general email just stating perks changing. No option to cancel and get reimbursed. I called CS 10/25/24 to follow up and a Overseas Mgr said that Re# from June doesnt exist and there were no notes from Rep. This is absolutely UNACCEPTABLE! Mgr said shed give me 1 time free ship not sure if that includes delivery from store for under $50 but that doesnt help me for the long run. Ive only used this service 1x so far for coffee $42. Sams prices are higher so I dont buy unless I need and its cheaper. The ref# from 10/25 is ******-******. I need some kind of resolution to this. I would accept my account to have an exception for no min purchase/Free Delivery & Shipping for duration or Cancel my membership and fully refund me as U pretty much knew u were changing these perks the day I signed up. I am NEVER available in the mornings. Best time to reach me is latest in day
Business response
10/29/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We value our members' continued patronage and understand that it may not always be possible to meet every member's expectation. That's why we proudly offer a 100% Membership Satisfaction Guarantee. If, at any point, they are not satisfied with their membership and would like to take advantage of this guarantee, they may simply inform us, and we will promptly cancel their membership and refund the amount they paid for their current year's membership fee. I would be willing to assist with this request as well. Thank you, **** ** * *************
Initial Complaint
10/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went in to have my flat tire replaced because it's under warranty. I made an appointment days ago because it was recommended. I waited 2 hours and then they told me they lost my keys and paper work! I truly believe this to be a scam. They have our address, our car description and our keys. This needs to be dealt with. There was no manager there. And when I called the corporate offices, they said there was no supervisor to speak with and that they will call us back in 24 hours to 48 hours. Jist enough time to get our car stolen. Good thing I had a spare key, because I would have been fired for not getting to work on time!
Business response
10/25/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The local Club was able to reimburse this Member for the replacement key and has addressed their remaining concerns internally. Thank you, **** ** * *************
Initial Complaint
10/23/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Sams Club Membership #***************** -Sams Club auto renewed my membership for 10/21/2024 $50.00 - this charge was unauthorized and I do not want my membership renewed. The online website/mobile app will not allow me to remove my credit card. I called the local store and a manager advised I have to come into the store to remove my credit credit and cancel + get a refund.... I cannot do this.
Business response
10/23/2024
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Upon checking our records, the member has been assisted with her refund by her local club as of 10/21/24. Since that has been taken care of, we were able to remove the saved card from her membership as well. Her digital wallet is now empty and her refund has been processed.
Thank you,
****** ** *************

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