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Business Profile

Buying Clubs

Sam's Club

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Buying Clubs.

Complaints

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

Find a Location

Sam's Club has 577 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Sam's Club

      2101 SE Simple Savings Dr Bentonville, AR 72712-4304

    • Sam's Club

      5702 Baltimore National Pike Catonsville, MD 21228-1306

    • Sam's Club

      100 Thruway Plaza Buffalo, NY 14225

    • Sam's Club

      1200 Marketplace Drive Rochester, NY 14623

    • Sam's Club

      141 Washington Ave. Extension Albany, NY 12205

    Customer Complaints Summary

    • 1,559 total complaints in the last 3 years.
    • 480 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/29/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Never received rebate from Sam’s club on vending machine purchase in March

      Business Response

      Date: 05/29/2025

      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 unable to assist with this request. Please vist *********************************** for information regarding the Selectivend Rebate Program. (**************

      ***** **


      Customer Answer

      Date: 05/29/2025



      Complaint: ********



      I am rejecting this response because: reached out and not gotten response. Sam’s club promoted this directly on site and is held for this as well.



      Sincerely,



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

    • Initial Complaint

      Date:05/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On 5/24/2025, I went in to have my tpms sensors replaced for my 4 tires. I was charged 151.84 total for the service. After the service, the technicians told me that two of the lug bolts were stripped from over tightening. I’ve informed that the Sam’s club was the only shop that has worked my my cars tires within the last 3 weeks and they did not have any comments about the lug bolts when they did the rotation 3 weeks ago. One of the store managers came out and told me that he didn’t think it was the shop that caused the issue because they had a record that it was serviced by another shop for tires 6 months ago. Another rational given was that they have already paid me for a separate issue that they’ve caused(Sam’s club broke my tpms sensors during initial tire installation 6 months ago) and since they’ve paid me once already, they didn’t want to pay me out.

      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. On December 21, 2024, the member had a tire installation service performed. Shortly after, the member contacted Sam's Club stating that a tire sensor was broken during the installation. Following standard procedure, the club asked the member to obtain a quote for the repair so they could assess the situation. Without prior authorization from the club, the member proceeded to have the work done at a separate automotive repair business. Despite this, as a courtesy to the member, Sam's Club processed payment for the repair totaling $625.00 for four sensors. Subsequently, the member returned for a routine tire rotation on March 5, 2025. During this service, the club's technician noted that two of the member's lug nuts were in poor condition, documented this on the work order, and mentioned to member verbally that his lug nuts were in poor condition. On May 24, 2025, the member returned for another service. At this time, the club's technician informed the member that the lug nuts needed to be replaced due to significant wear and tear, to the point where they could no longer be safely reinstalled. The club explained to the member that the vehicle is a 2016 model, suggesting the wear could be due to the vehicle's age and usage. Due to the age of the lug nuts and general usage being the likely cause for their wear and failure, Sam's Club is unable to assist this member further at this time. We apologize for any inconvenience that this may cause.

      Thank you,

      ****** **

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


    • Initial Complaint

      Date:05/27/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Placed an order online for blue buffalo lamb and brown rice and the order was supposed to be delivered on 22 and it wasnt then it said 23 and it wasnt so when i called sams club customer service number the lady said she couldnt cancel my order! Im so upset I order this cause the sams club doesnt have them in stock anymore and online delivery sucks their items arent never delivered on time. AND NOW IF YOU ARENT A PLUS MEMBER THEY CHARGE YOU DELIVERY FEE BUT NEVER DELIVER ON THE DAY THEY SUPPOSE TO!

      Business Response

      Date: 05/29/2025

      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 caused by the delayed/cancelled order. Upon checking, we found the order was replaced on May 27th (Order ID: ***********) with no additional shipping charge. I will also be sending an electronic gift card to the members email. ***************

      ***** **


    • Initial Complaint

      Date:05/22/2025

      Type:Billing Issues
      Status:
      Resolved
      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 was supposed to have received a $100 Sam's Club gift card with the purchase of the serta mattress. As of this date I have not received a gift card and would like the gift card.

      Business Response

      Date: 05/22/2025

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The gift card was issued on May 20th, 2025. ***************

      ***** **

      Customer Answer

      Date: 05/22/2025



      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:05/21/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 need help in determining the status of my Sam Club order placed for delivery on 5/16 and was promised between 4-6pm. order # ***********. At approximately 6pm I received an e-mail stating that delivery was delayed but it was on the way. At approximately 8:30 I received another e-mail stating delivery was cancelled with no opportunity to reschedule. I have made numerous phone calls to your customer service # and attempted to contact the warehouse in Southfield, Mi but the phone just rings with no response. I contacted your customer service on 3 occasions and they were unable to track and find out the status of my order. I contacted your online chat and they attempted to locate a manager and are still waiting for a response. I have been a long-time customer of Sam Club but I am very disappointed with the lack of communication for a simple order. Can you help?

      Business Response

      Date: 05/22/2025

      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 caused by this order cancellation. The member contacted us on May 17th and the order was refunded and a gift card was issued to the member. ***************

      ***** **

      Customer Answer

      Date: 05/23/2025



      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:05/20/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      On May 8, 2025, I visited the Sam’s Club located at 1700 Wesel Blvd, Hagerstown, MD 21740. Unfortunately, I was unable to complete my shopping due to a malfunction with the Sam’s Club app.I sought assistance at the Member Services counter and spoke with at least three associates. Despite explaining the issue, none of them offered meaningful help or an alternative way for me to complete my purchase. I felt that my concerns were dismissed without consideration. More troubling, I believe the lack of assistance and the dismissive attitude I received were racially motivated, based on my race and color. This experience left me feeling deeply disappointed and unwelcome. I ultimately had no choice but to leave and complete my shopping at a different retailer. Following the incident, I contacted Sam’s Club Customer Service to file a complaint. I was told that if the store did not resolve the issue, it would be escalated to a regional manager. However, I have yet to receive any follow-up or communication from a Sam’s Club representative.
      Given the poor customer service and the nature of this experience, I have decided to no longer shop at Sam’s Club. I am bringing this matter to your attention in the hope that it will be taken seriously and addressed appropriately.

      Business Response

      Date: 05/22/2025

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. While researching recent incident history, we found that the member contacted us for assistance with logging into our app to use Scan and Go, but the member refused to walk through the troubleshooting steps with our advocate. Regarding the club complaint, we have forwarded the information to the Club Manager for further handling. If the member would like assistance logging into the app, please contact us at 888-746-7726. ********* **************

      ***** **

    • Initial Complaint

      Date:05/19/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Our family resides in Hawai’i and has been members of Sam’s clubs for years. We purposely bought the member plus membership to get free shipping. The last few months Sam’s has stopped delivering items they previously delivered to us in the past and it is getting ridiculous because of the fact that we spend over $50.00 to get free shipping. Now literally everything we’ve purchased in the past says “item can’t be shipped to Hawaii.” We are part of the US and pay extra for services we can no longer use. Please do better at servicing families in Hawai’i especially since we we pay extra for the free shipping.

      Business Response

      Date: 05/19/2025

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. As of April 2025, we are no longer shipping items from SamsClub.com to members in Hawaii. Most of the top items ordered on SamsClub.com are available in our Pearl City and Honolulu clubs. Members can continue to enjoy the perks of Curbside Pickup, Delivery from Club, Express Delivery, early shopping hours and more.

      Thank you,


      ****** **

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

      Customer Answer

      Date: 05/20/2025



      Complaint: ********



      I am rejecting this response because: that would’ve been nice to be notified prior to this change in April 2025. Also, it is true that the items are available at the stores however, I was informed Sam’s does not price match the website prices, which for toilet paper is an additional $10 in store. If Sam’s “strive to exceed the expectations of Members” shouldn’t there be an exception to the price mat****g or the shipping to Hawai’i? This really just continues to prove the lack of communication and transparency of the company, which is extremely disappointing. 

      Please advise if we should take our business elsewhere because Sam’s is unable to accommodate items shipped to Hawai’i previously at a LOWER price and now in the two stores on Oahu has the items, but at a SIGNIFICANTLY higher price. 

      Thank you




      Sincerely,



      ***** ****

      Business Response

      Date: 05/20/2025

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. At this time, Sam's Club has no plans to make price mat****g exceptions based on specific locations nor are there plans to restore shipping to Hawaii from samsclub.com. We apologize for any inconvenience this may cause. Additionally, per our Terms and Conditions, Sam's Club reserves the right to make changes to our policies and processes at any time, with or without notice. Any members dissatisfied with their membership and requesting a cancellation and refund may visit the member services desk of any club location or reach out to us at 888-746-7726 or via chat and our member services team would be happy to help.

      ***** ****

      ****** **

      250519-023923

    • Initial Complaint

      Date:05/19/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 have been trying to cancel a large purchase that will not be shipped for 2 weeks. I was told it was cancelled and then I was told it was not. I need to have it cancelled as soon as possible. This will save Sam's club a large return shipping fee. Thanks. Order ***********

      Business Response

      Date: 05/22/2025

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The vendor and merchant were both contacted to cancel order at the member's request. After confirming cancellation, a full refund was successfully processed back to the original form of payment.

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

      ******* **

      Customer Answer

      Date: 05/22/2025



      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:05/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      called today 5/15/25 regarding a previous order issue where I was promised a $50 I never received. originally spoke to supervisor Kierra a young man very arrogant and condescending in his position . I wish for this call to be pulled so u can see what im referring to. He threatened to hang up on me, although he kept interrupting me mid sentence asking for someone above him or a proper call back. He then disconnected the call, despite asking to cancel my membership if he couldn't resolve my issue. Supervisors shouldn't be in role in any organization if they are rude and lack professionalism as ive been a retail manager over 25 years. I would appreciate a supervisor call back sir can cancel my membership going forward. thanks.

      Business Response

      Date: 05/21/2025

      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, it was found that the member was promised a $10 e-gift card, that he agreed to and received 2/18/2025. He has been provided the email that it was sent from. Member was asked if he wanted to proceed with the membership cancellation, so it can be processed and refunded. There was no repsonse in relation to that question. We will not be providing any additional compensation. If the member would like to proceed with a membership cancellation, he may reply to the email sent. This has now been resolved and closed.

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

      ******* **

    • Initial Complaint

      Date:05/15/2025

      Type:Product Issues
      Status:
      Answered
      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 purchased 2 grills at 2 separate times from Sam’s. The first grill was missing pieces. The 2nd grill came damaged and they said they would pick it up TWICE!!! I took 2 days off of work and was stood up twice

      Business Response

      Date: 05/23/2025

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Member was contacted by AIT and a pick up was scheduled for 5/23/2025. Once it has been successfully received and notated in the system, a refund will processed. Member has been notified of this process and a follow up will be sent Monday, May 26, 2025.

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

      ******* **

    Sam's Club is NOT a BBB Accredited Business.

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