Complaints

This profile includes complaints for Sam's Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sam's Club

  2101 SE Simple Savings Dr Bentonville, AR 72712-4304

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  Sam's Club

  3535 Russett Green Laurel, MD 20724

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  Sam's Club

  5604 Buckeystown Pike Frederick, MD 21704

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  Sam's Club

  1549 Route 9 Clifton Park, NY 12065

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  Sam's Club

  2024 Genesee ST Oneida, NY 13421

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sam's Club purposefully makes it difficult for military families to renew their full-priced membership at the advertised military discount.
  Sam's Club has a weblink that allows for military verification via ID.me. It takes you to ID.me and ID.me asks for authorization to release identity verification to Sam's. All good, but then when returning to the Sam's website, there is no way to renew and accessing the "renew" tab from other pages just brings up the same "non-discounted" price that was paid previously.

  Business Response

  Date: 07/01/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Membership price promotions can only be applied to new memberships and are only available to those who have not had a membership within the previous six months from when they are attempting to use the promotion. Due to this, it is not possible for an existing membership to have the military discount promotion applied to it. In order for a member to redeem the military promotion on an existing membership, they must visit the member service desk of their local club. The associate at the desk will be glad to help them apply the promotion to their renewal.

  Thank you,

  ****** **
  
  *************

  Customer Answer

  Date: 07/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  The response does not address the complaint. The responsed cites a policy -  now the third different policy on the military discount that I've received from Sams. 

  I have wasted close to an hour of my time in failed attempts to ascertain and follow the Sams policy.

  the least Sams could do would be to send an email offering to help; a phone call (gasp!) would be even more like "customer service." 

  Instead of addressing the complaint, Sams "customer-focused" entity responds with a related policy, clearly no interest or concern about customers (including military customers).

  It could be helpful to have what might be "the correct policy," but only if I wasn't weary of being jerked around by Sams.  

  I'll take a break from Sams and see if I want to give it another "go" some months down the line.

  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:07/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed for just over 50.00 dollars for shipping order #*********** on 6/30/25 to be delivered between same day 5-7 pm. it never came I called your very UN HELPFUL C.S. who hung up on me 3 times on the 4th call I was told no driver, then it was given this answer was given to a new driver at 6:45 pm that person took until 7:30 pm to get to sam's and I was told at 7:56 pm that guarantee I would get this by 8:00 pm and no not 8pm not 9pm not 10pm. Now so your unhelpful C.S say that they are going to call in first thing the morning and call me it is now 5:45 pm no call. I did call, call, the club It took over and over calling back to back for hours only to be told all the things I was told was a lie that corporate changed something it is not working the apps the drivers and a whole bunch of other stuff. But the Mgr. one of them said he would get on the and make it priority. Will that did not work or help it is now 5:49 24 hours from the time I should have received my food items. I was asked I wanted a refund and NO ! I do not you have my money and my food it you did I would have to wait 3 -5 days before I got the money back in my account so I could buy food, you have it all I had to find someone would would go shopping and using her money until ?? so I could pay her back and I have to pay her gas and extra on the money she paid out of her pocket. I am so upset and on top of all of this I can't even call you talk to you about I am not going to call your C.S. who said sorry for your inconvenience but it is the store who is in charge & they will not answer there call or have hang up on me over and over I want a call from you not the club you are the responsible party here

  Business Response

  Date: 07/07/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We apologize for the inconvenience experienced by the member. Upon checking, it appears the order was delayed due to insufficient availability of delivery drivers. Delivery drivers are independent contractors and are not always readily available for deliveries. The order was systematically cancelled and refunded. It should be noted that when the member called initially, they became verbally abusive with our Contact Center advocates, resulting in a disconnected interaction. We are not able to assist further with this order. ***************
  
  ***** **

  
  

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The reason that I am rejecting is because this is not the true fact, the fact is you at corporate did something with the app and deliveries as explained to me by one of the mangers it was utter chaos for days and still no one was able to pick up people where sitting in the parking lot to be pick up things were being returned canceled had to reorder. And I was not yelling they could not hear me I was lied to I was promised. and I do believe that you at corporate did know what was going on because when the S.C. did talk to me they also said what the manager also said. And another I do not live in some other country but the USA you hire people in someother country that may speak english but do not comprehend English or not enough. also their accent may times make it very hard to understand 
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:06/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a large order on Sams.com to cover the amount needed for shipping. I checked the delivery date to make sure it would work. Sam’s decided to move my delivery date up by one day for part of my order. This placed the delivery date on a holiday, thereby making it undeliverable. Instead of redelivering the items the following day, which would allow for a delivery, Sam’s canceled those items.
  
  This is unacceptable. I would have to now pay a delivery charge to redeliver these specific items. I order from Sam’s frequently, and am very disappointed in this treatment. I tried to deal with this situation via the phone line, but was not helped and the representative that was in an outsourced call center refused to get a supervisor.
  
  I currently have memberships at both Sam’s and Costco, but the manner in which these companies handle situations is very different. I am definitely reconsidering being a Sam’s Club member.

  Business Response

  Date: 06/25/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Unfortunately, we are not able to adjust delivery dates or process a replacement order in this situation. We have emailed this information to the member directly and also sent a gift card to cover the shipping cost on a future order. We apologize for the inconvenience caused. ***************
  
  ***** **

  
  

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  

  Sam’s Club seems to forget that customer service is an important element in a business. First they did adjustment the delivery date. I ordered something that said it would be delivered the 20th, and they brought it the 19th on a federal holiday. Secondly, their customer service line is a joke. There is no customer service. It is all about the company. 
  

  Sam’s Club has forgotten the importance of customers. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order was delivered to the wrong address on May 18, specifically the house behind mine. I contacted Sam’s Club and was told the issue would be escalated to the specialized team, but despite calling multiple times and being told to wait 24–48 hours, I never received a follow-up. FedEx was eventually able to retrieve the package on June 1st. After waiting nearly two weeks to receive the order, several items were damaged, with crushed boxes and broken lids. Since Sam’s handled this poorly, had to wait 2 weeks and didn’t provide further assistance, I decided to return 33 of the 36 items.
  
  The Items were shipped back on June 3 and were confirmed delivered to your facility on June 5. I reused the boxes the order was shipped in, and grouped items together. I was told by a Sam’s Club representative that this was acceptable as long as one label was placed on each box. Each item required a separate return label, so for example, the box that included the Tide Hygienic Clean Power PODS Laundry Detergent Pacs, Original also included several other items. The label associated with the Tide PODS was used for that box. I was refunded for the Tide PODS, but not for the rest of the items that were shipped in the same box under that label.
  
  On June 13, I received an email stating my membership returns had been restricted. I’m assuming this was flagged as suspicious due to the fact that the order contained 36 items, but the system required me to submit 33 separate return requests instead of a single order-level return, which may have appeared excessive. I called today, a supervisor told me they couldn’t refund the items because of the restriction—despite Sam’s having the returned merchandise.
  
  I am requesting a full refund for all items that were returned and received. If not resolved promptly, I will pursue legal action and report this to the appropriate consumer protection agencies.

  Business Response

  Date: 06/17/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. An additional request to review membership history was submitted. After the membership was reviewed on 6/16/2025, it has been determined this membership will not be removed from the online returns blocklist due to account activity. It is recommended that the member dispute the charges through their banking institution as we’re exercising our right to restrict returns and refunds with the membership. Additional information regarding membership restrictions is outlined in the Terms and Conditions of Membership at **********************************************
  
  *************
  
  ******* **

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Your response makes no logical or legal sense. The return process for my order was initiated, approved, and completed prior to any membership restriction being placed. The items were shipped back on June 3, delivered to Sam’s Club on June 5, and the membership review and restriction did not occur until June 12. Therefore, Sam’s Club received and accepted possession of all returned merchandise well before any return block was enacted.
  
  Under U.S. consumer protection laws, including the Federal Trade Commission Act, a company cannot lawfully retain both returned merchandise and payment. This constitutes unjust enrichment, a legal doctrine that prohibits one party from benefiting at another’s expense without legal justification.
  
  Your suggestion that I dispute the charges with my bank only further proves Sam’s is unwilling to take responsibility, despite being in possession of the returned goods and acknowledging partial refunds. Since you are refusing to refund the remaining items that were properly returned and received, I will be pursuing legal action for unjust enrichment and any additional remedies available under state and federal consumer protection laws.
  
  This matter will also be escalated to the FTC, state attorney general, and other relevant regulatory bodies.
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a tv and sound bar from Sam’s club in McDonough ga. There was a promotion going on where you would receive $50 Sam’s cash by purchasing the pair. Never received the $50 Sam’s cash and once I called customer service we were promised a $50 gift card to be emailed to us within 2 days. It has been 4 days and still no $50 gift card. Today we finally unbox our tv and it’s broken. Not broken due to a fall. It definitely appears that someone purchased the tv and damaged it. There’s a random screw in the back of the tv. No remote. Power cord. Tv legs and it’s noticeably damaged. Why was a tv returned and not checked out before allowing it to be purchased ?

  Business Response

  Date: 06/16/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Our records indicate that the member received their promotion via e-gift card today, 6/16/25 after speaking to one of our Member Service advocates. Additionally, the TV was refunded at the club in McDonough, GA on 6/15/25.

  Thank you,

  ****** **
  
  *************

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  We are having problems with our plus membership accounts getting flagged for being online retailers. We are not online retailers as it says. We own a business with different locations and we ship them supplies as they are needed to operate the business. Could someone contact me asap to resolve this issue so we can not get flagged continue ordering and operating our business? We have been Sam's Club members for over 20 years. Thanks!

  Business Response

  Date: 06/12/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The restrictions for free shipping have been removed as a one time courtesy. The member may now enjoy this benefit again. If the account reaches 10 different shipping addresses the benefit of free shipping may be subject to change per our Terms and Conditions of membership. ****************************************************s. For their specific business use-case, we'd recommend shipping to one centralized business location and re-shipping from that point.

  Thank you,

  ****** **
  
  *************

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: ********
  
  
  
  Hello,

  Thank you. My father checked his Plus member: ***************** and it is still charging for shipping? Can you please look into this one for us?

  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 06/13/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. It can take some time for the system to complete the updates needed. We would recommend checking once more later this afternoon.

  Thank you,

  ****** **

• Initial Complaint

  Date:06/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***********
  
  Two new celsius are not delivered along with alani please have them delivered

  Business Response

  Date: 06/13/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After reviewing incident and shipping details, we discovered the items were damaged in shipping. The missing items were refunded on June 11th (*************). The member will have to place a new order for the items. We apologize for the inconvenience. ***************
  
  ***** **
  
    

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Sam’s Club on April 28th for vinyl plank flooring tota**** $1,511.89. The delivery was delayed by over a week, arriving in 5/8 instead of the promised 4/30. In the Sam's club discount list for May, we noticed a $14 per pack discount on the same flooring. We called to request a price match.
  
  The first customer service agent confirmed the refund request was escalated for supervisor approval due to the order size and assured us we would receive the refund within a week. Only one $14 refund ever came through. Despite cal**** back three more times (each time waiting 40 minutes to an hour), we were told the refund was "processing" and to continue waiting. No progress was ever made.
  
  Today, I was told that the original ticket (*************) had expired and a new request (**********) had to be initiated. I was transferred to a supervisor, waited 10 minutes, and then the call was dropped. I have now spent several hours over weeks with no resolution.
  
  If price matching is not guaranteed per Sam’s Club policy, the agent should have clearly said so. We would have returned the original order and placed a new one to take advantage of the lower price. Instead, we were strung along with misleading assurances, which now feel intentionally deceptive and extremely frustrating.
  
  I am seeking the remainder of the refund owed based on the advertised discount and would appreciate help in resolving this matter promptly.

  Business Response

  Date: 06/11/2025

  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 system records, it seems that the price match offered was processed for a single package instead of for the member's entire order. We have processed the price match for the remaining items on the order and the member can expect to see it credit to the account used to pay for the order within the next 5-7 business days. We apologize for the further delay. Additionally, we will make sure that a training opportunity is created for the advocate who initially proffered the adjustment to ensure this does not happen again in the future.

  Thank you,

  ****** **
  
  *************

  Customer Answer

  Date: 06/11/2025

  
  
  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

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I had already cancelled my membership, but I was charged again for it. I contacted them via chat and was told to contact the credit card vendor, Synchrony, for assistance. The chat for Synchrony told me to contact Sam's Club. I'm not playing this game, and this was exactly what I thought would happen when Sam's Club referred me to the credit card issuer. I just want you to please cancel the membership and refund my money. I'm not jumping through hoops. We don't even have a Sam's Club nearby since we moved, and we barely used it anyway when we did have one.

  Business Response

  Date: 06/16/2025

  This membership is no longer active.

  ***** **

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Return reference # *************
  Fed ex label was attached to item (Bbq grill) and taken to Fed Ex on 4/25/25 per Sam's club online rep instructions.
  
  I contacted Sam's on 5/29/25 to determine status of the refund. I repeated multiple times that I sadly have misplaced my Fed Ex tracking receipt and wanted help locating the shipping label info provided to me by Sam's in order to obtain tracking info and refund status. The first rep told me a refund was issued 4/23/25 but later explained it needed a supervisor approval to complete so she was transferring me to a supervisor to do so. After 45 exhausting and infuriating minutes of trying to explain myself to both the rep and supervisor, I was hung up on by the supervisor after asking to speak with someone above him since he was not only unable to help me but also was not listening to me whatsoever. This unfortunately has become the norm for dealing with Sam's club online "Customer Service".
  Even though my phone number was repeated verified by both people to contact me back "in the event the call was disconnected", I received no contact back. I refuse to deal with the horrendous customer service center any further and will request mediation and resolution here.
  
  I normally keep my tracking receipts where I can locate them easily, especially since I know I'm almost guaranteed to have issues with Sam's, however lately my life has been extra chaotic with an acutely ill, elderly, disabled mother who I care for full-time in addition to working. As an already exhausted and overwhelmed caregiver, I have to share that multiple dealings with Sam's reps over the last few days is truly taking a toll on my mental health. Which is why I have had to choose to fully disengage with attempting to resolve with them directly.
  
  For resolution, I am asking for shipping label information that was provided to me some time in April (exact date unknown), and to ultimately obtain my refund for the already returned item.

  Business Response

  Date: 06/03/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After further review, we are not able to validate this return. When a return is initiated, a Fedex label is automatically generated and sent to the members email address on file. When Fedex scans the label, tracking information is visible in our system. There is no tracking information visible, indicating Fedex never scanned the item for return shipment. We are unable to process a refund for this order without Fedex tracking information showing the item was returned. The member was also not able to provide tracking information. We suggest the member dispute the charges with their financial institution or file a missing package claim with Fedex. Additionally, this membership shows an extensive return history with 53 returns in less than two years and 38 returns in the past 12 months. If the member can provide proof of the return, we would be glad to assist. (*************)

  ***** F.

  Business Response

  Date: 06/04/2025

  We will not be accommodating the members request. System notes are for internal use only. Sam's Club will be considering this matter resolved. 

  ***** F.

  Customer Answer

  Date: 06/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Sadly, this conversation is a true reflection of Sam's treatment and perception of its customers. As long as money is flowing in and no issues are being had, a facade of valuing members can be portrayed. This is a public facing treatment of a member, so it's obviously very indicative of how members are treated in a non-public facing light, and which again led to this initial complaint. 
  
  For public record, my dollar amount of purchases vs returns was not specified. Each order almost always has numerous items, so comparing my total number of purchases/orders against the total number of items returned is a skewed value. The total dollar amount of purchases vs returns was not specified. Most returns would have been clothing or shoes purchased online that did not fit myself or family, or would have been damaged or spoiled grocery items delivered. Regardless, I believe the attention brought to my legitimate returns is just an attempt to place blame on myself as the member and discredit my honesty and integrity. A very disappointing and unethical business approach.

  This matter may be resolved in the eyes of Sam's Club, but it is obvious that it is in no way truly resolved. 
  

  I obviously can't force Sam's to provide record transcripts or contact information to speak directly to their corporate office, but it's makes it clear that they do not have members best interests as a priority.  I believe a refusal to provide basic records and to make direct corporate information available to the public is a clear indicator of systemic issues. 
  

  I in no way agree that this matter is resolved, and I continue to request further escalation beyond the "specialist" who is currently handling this complaint. 

  
  
  Thank you,
  ***** ******