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

• 

  Sam's Club

  5702 Baltimore National Pike Catonsville, MD 21228-1306

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  Sam's Club

  100 Thruway Plaza Buffalo, NY 14225

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  Sam's Club

  1200 Marketplace Drive Rochester, NY 14623

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  Sam's Club

  141 Washington Ave. Extension Albany, NY 12205

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:05/12/2025

  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.

  When I signed up for the plus membership the key benefit was free shipping. Now they have taken this away and I see no benefit in the upgraded membership for someone in my position. I live an hour away so they will not deliver to me, items like drinking water/soda/dog food are not eligible for shipping and even if I do find something that is eligible for shipping I have to order $50+ or pay a shipping fee which is not what I signed up for. I’m not fully opposed to the $50 minimum for free shipping but this inconvenience should be offset by a new benefit such as more items available to be shipped or delivery being available to my home.

  Business Response

  Date: 05/13/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Members received a Postcard via mail or Email communication starting June 19 notifying them of the changes effective Monday, August 19. Attached to this response are copies of what the member would have received either by mail or email, depending on their membership's contact preferences. 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.
  

  Thank you,

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

  
  

• Initial Complaint

  Date:05/12/2025

  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.

  shopping for coconut oil 54 oz that I have bought in the passed. And to pick up or deliver for free I need to buy 50.00 or more. Which I had in my cart just a little over 52.00. Just to make sure you understand I NEEDED 2 OF THE COCONUT OILS Sunday 5/12/25 which I started trying to make the order on 5/11/25 and it was just not working I was being charged 8.00 for delivery & another 8.00 for shipping. I am a plus member. I followed your rules but you ??? I guess there is no point in paying for a plus membership when you can make up what ever you want and what ever time, day hour, you think. I didn't the other items but I did need the oil. also I needed the oil that day not 3 days later and to pay another 8.00 on top of pay another 8.00 on the other items I put in my cart to get to a total of 50.00 dollars or more. I also spent 3 1/2 hours talking to your incompetent C.S I am not a tech do not work for you I am a customer I get 18.00 an hour so by my calculations you owe me 63.00 for the hours I spent trying to get your incompetent C.S. to understand " I need this today I am a plus member my order is over 50.00 I should NOT be charged 16.00 dollars fees" I was lied to more than once hung up on talked over and the phrase " I am sorry for your frustration " which I have said over and over I do not want to hear those words STOP talking over me & I find out all the times and all the C.S. that I talked including supervisors not one note or any reference number was ever made on any of these calls. I am not going to place any order if I am not going to get all of my items delivered pay fees that I will need to way 3- 14 days to get nor will pay just to fin out that they are coming different days so it can be canceled & again I will not be refund for ??? and now I have no money so I could but from Costco or Amazon until ??? not one time was I told the truth in stock not in stock sign out log out & it goes on and on more excuses & more.no more talking to C.S in foreign cout

  Business Response

  Date: 05/16/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We apologize for the inconvenience. The member was showing a pair of $8 shipping charges because the order total is not what determines free shipping for Plus members. The individual sections must be over $50. For example, if the member's order has both DFC items and Shipping items, but only the DFC items total up over $50, then there will still be a shipping charge for the Shipping items. In this case, the item was not available in store, and shipping was the only option. Notation reflects the initial call was dropped due to network issues. The advocate attempted to call the member back and there was no answer. On a separate call, according to notation, the member was shouting at the advocate, therefore the call was ended. We will not be providing the requested compensation. ***************
  
  ***** **
  
  

   

  
  

  Customer Answer

  Date: 05/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:" At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them" this statement seem a bit one sided & unresponsive. Since your not going to call me or it does seem like your not after I ask for a call. Also I check my caller ID & there was no call from anyone from Sam's Club or S.C. It was me calling C.S. over and over trying to explain. They simply did not understand or maybe did not want too, maybe training or comprehension is needed, the other issue was they on many of these calls just would not stop talking so I could explain that what they were talking about WAS NOT THE ISSUE and the lies twice I was told they check the stock and it was in the club and I should try again, refresh, log out sign back in try the app or re install the app which non of these helped and the last thing I was told it was a tech issue & would report it also was not helpful. My feels are they did not know or were incompetent or just to new not their department. My total order was was over 50.00 I have bought these items in the passed & had them delivered with no extra fee, & also did a pickup a few time again no extra fee.  If you have items that are not in stock in any of your stores / clubs that should not fall on me I am a customer & have been for 26 yrs to dismiss my very valid issue by blaming me for Sam's not have something in stock when I have no way of keeping or stocking does not look like keeping with this statement above " exceed the expectations " then charging me a total of 16.00 in fees SHAME ON YOU. Also I have no idea what those 3 letters are or mean. So are you telling being a plus member have no validity?? it does look like others who have + membership also have had the same issue as me
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service 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 Citrus Heights lacks adequate management to resolve member service issues within a timely fashion. I've been waiting for a service appointment for over 2 months. Club manager notified more than 30 days ago, yet no follow up.

  Business Response

  Date: 05/14/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Member has been successfully contacted by club management and TBC lead to schedule her service for Thursday, May 15, 2025.

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

• Initial Complaint

  Date:05/01/2025

  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.

  On April 14,2025 an unauthorized charge by Sam’s Club was improperly used, nor was it listed on my profile for membership renewal. Although Sam’s Club refunded the charge, I am concerned about the company’s ability to access and use my payment information without my authorization. I'd previously used this card for purchases at a Sam’s Club gas station; it was never stored or linked to my membership account for future charges. Sam’s Club accessed and charged a card that was never authorized for membership payments. Automatic membership renewal should only occur with authorized payment methods. This situation suggests an unfair billing practice.
  
  I request a formal investigation into Sam’s Club’s billing practices and an explanation of how they were able to charge a credit card that was not authorized for renewal payments. I also ask that your office determine whether this practice violates consumer protection laws in Arizona.

  Business Response

  Date: 05/02/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. New members joining in-club, on a tablet or online with a credit or debit card will be automatically enrolled in auto renew with notice. In this case, the card on file set as the preferred payment method online is what was charged and refunded for the member's auto-renewal. The Terms & Conditions of Auto Renew are agreed upon during account creation, and the service is intended as a benefit to you. It prevents the membership from expiring and saves the hassle of renewing. We send email or direct mail notification about the pending renewal 45 days before a member is charged. Members can cancel membership auto renewal any time using the app or your online account. Our Terms and Conditions can be viewed at: *****************************************************************

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

• Initial Complaint

  Date:04/28/2025

  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.

  On 4/23/25 at 1608 hours, I got a text from my credit union, stating suspicious activity on my Visa debit card. They asked if I approved a $0.00 Sams Club membership charge on 4/23/25. I replied, NO. They asked if my card was lost, stolen or in my possession. It was in my possession. As such, Suncoast credit union blocked my card for fraud.
  
  The following day, 4/24/25, I had to physically go to the credit union to get a new Visa card issued. I then spent the next TWO hours, changing all the auto payments, etc. the old card was associated with. I also received an email from Sams Club on4/23/25 at 7:04p.m., saying my membership was all set to auto renew on the card I had to cancel due to them pre- testing it to see if it was still valid.
  Again, there was not a $1 hold put on it, it was $0, which is illegal.
  
  This is absolutely unacceptable to cause someone this kind of issue, for an auto renewal I DID NOT AUTHORIZE to begin with.
  
  I called the sams club phone number to get an address and name to someone in Corporate to file a complaint, but the person in the Phillipines (yes, I asked where he was), could not give me an address or a phone number of anyone to file a complaint with. Worthless to pay someone for absolutely ZERO knowledge. He told me to call my local club. I did that first, 5 times,, but it rang and rang and eventually hung up on me, after I selected speak to a person.

  Business Response

  Date: 05/02/2025

  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 situation. I was unable to locate any call history with this membership or phone number. All memberships are enrolled in auto-renew unless otherwise specified. If auto-renew was previously turned off, any changes made to the membership, such as adding new cardholders, would turn auto-renew back on. I have turned auto-renew back off for this membership. Please see our Terms and Conditions regarding auto-renew at ***************************************************************** ***************
  
  ***** **

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 1. I understand and read your auto renew policy.  It clearly states that $1.00 will be charged to the card.  Explain why $0.00 was charged to my card instead, which automatically alerts as fraud at all banking institutions. This caused me to block my card, get a new one, and cancel everything set up for auto-pay on this card.  This is fraud being committed by Sams Club.  This zero amount, was charged to my card one month in advance of my renewl date. Why? Also, my partner on this account, DB, was also sent an email stating HER card would be charged for the membership renewal as well (she paid for it on her card last year).  So, why are we both being charged for the same membership? Her card was NOT charged zero or $1.00 though. Again, why?

  2. Please dont call me a liar and say I never made any calls to Sams Club.  I have attached my call logs proving that I did in an attempt to get answers.  I was sent to a call center in the Phillipines, who knew absolutely nothing about Sams Club. I encountered nothing but terrible customer service thus far regarding this issue. 

  I keep getting placated with the same canned response about auto renewl.  WHY WAS I CHARGED $0.00 (which automatically was flagged at my bank), AND NOT $1.00, AS YOUR AUTO RENEWAL POLICY STATES?  

  You cannot legally charge my card zero dollars and zero cents, but you did, and it caused  me a lot of problems and several hours fixing YOUR MISTAKE. Tell me why this happened, and assure me that it will never happen to me, or another Sams Club customer again. The person/persons who set up this fradulent auto renewl program (not as stated in your policy), should be terminated.

  
  
  
  ***** ****

  Business Response

  Date: 05/06/2025

  As previously stated, I was unable to locate a previous call under this membership or phone number. However, I was able to locate an incident where the member emailed and stated verbatim, "Need to work on your english. You in the Phillipines too? " when asked to verify membership information. 

  Concerning the auto-renew authorization, our Terms and Conditions do not list a dollar amount for authorizations. We would only place an authorization on the preferred card on file. If that card is no longer active, the next card on file would be authorized, and so on. Financial institutions have safeguards in place to review and approve or deny potential fraudulent transactions. I understand the inconvenience of having to get new cards and update automatic payments, but that issue will need to be resolved with the members financial institution. 

  "V. Authorization Process
  When you place an order, Sam's Club authorizes your credit or debit card to make sure sufficient funds are available. Also note that all credit/debit card holders are subject to validation checks by third parties and authorization by the card issuer. If the issuer of the card refuses to authorize payment or any other validation checks return adverse results, we will not accept your order. We will not be liable for non-processing of your order. Please contact your card issuer or your bank for the reason of refusal."

  If the answers given are not sufficient, the member can contact us before the membership expires for a refund and deactivation. ******************************************************************-guarantee

  ***** F.

• Initial Complaint

  Date:04/25/2025

  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.

  I requested to return a defective item to Sam’s club
  The return was approved and Fed Ex was supposed to pick up the item
  Fed ex came the following day and was unable to take item due to size and space
  I reached out to Sam’s club and was advised another carrier was going to pick up item
  It has been days
  My item is outside awaiting pick up and each time I reach out to Sans club I get someone with no knowledge and get the run around
  Please refund my order

  Business Response

  Date: 05/05/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Member item was successfully picked up 5/2/2025 by AIT and a refund was processed 5/5/2025 back to her original form of payment. The member has been informed that the funds will be available within 5-7 business days.

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

• Initial Complaint

  Date:04/22/2025

  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 charged my credit card for $50.00 for a membership. I do not have a membership with Sam’s, never have. I had went to Sam’s with a family member a couple of months ago and bought a couple of things there. They are apparently allowed to keep your credit card information on file and charge it for memberships whenever they please even if you don’t have a membership. I called and spoke to someone and they said I have to dispute it with my bank or get money from the membership owner that I went to Sam’s with one time. To me this seems like FRAUD. This should be illegal.

  Business Response

  Date: 04/22/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Sam's Club is not able to refund unauthorized transactions. Additionally, Sam's Club is not able to make any changes to a membership without speaking to the cardholders on the membership and memberships are not intended to be used by anyone other than the cardholders on said membership. Sharing a membership with someone who is not a cardholder on the membership is grounds for revocation under our Terms and Conditions and could cause the person this non-member borrowed the membership from to lose their membership completely if they are discovered doing this again in the future. Regarding the auto-renew charges, this non-member must either dispute the charges with their financial institution or recoup the funds from the member whose membership they used while at the club. Sam's Club is not able to assist and will be considering the matter resolved.

  Thank you,

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

• Initial Complaint

  Date:04/21/2025

  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.

  Good day!
  
  I I am a Plus member with Sam’s Club and have been for years. I’m a realtor lender and I do all my ordering online with Sam’s Club and have at leastfive cards for my family with Sams Club. Whoever everybody shops there we live on 13 acres in *******, Indiana and I understand that at times our is hard to locate, but all of a sudden I go to order online to have things delivered to our home and it says that they cannot deliver toour address but yet I put in our neighbors address and it says they can deliver there I believe that is a form of red lining &discriminatory and I will promote the fact that Sams Club has done this to me and my family. I am always super busy and I don’t have time to always goto the store so I order everything office supplies party supplies everything online and have it delivered to my home just had the last delivery April 9 they’re telling me that all the items online when I call their customer service are not available when I indeed put in our neighbors address andall of a sudden they are all available how horrible it is for a company to lie to somebody. Did they black list us because of the fact that our property is sometimes difficult to find but We shop there and if they look at our purchase history for all the entire family, we spent quite a bit of money there I would like this to be rectified. If not, I will go ahead and promote business elsewhere like Costco to all of my clients and family members. Thank you

  Customer Answer

  Date: 04/21/2025

  Today is April 21, 2025 and it's 4:30pm I tried again and it still doesn't work and yet I put in our neighbor's address of 2455 Blake,which is on the same route to get to our home and right next door and it says that you guys can deliver there.  That is ridiculous.  I have 6 memberships there for our whole family, which I am about to cancel.  This needs to be fixed.  You guys are lying that there are only 2 ways to get to our home from your location.  If anyone google maps it you can see there are more than 2 ways and there are no road closures etc.  This is very unprofessional and needs to be rectified.  TO BBB I was trying to upload the screenshots to show that for my address it says no delivery available and next door only a few feet away it says that it can be delivered too but your system is not allowing me to upload them. IF there is a way for me to send these please let me know as they are evidence to the fact that this is not true that they can get to our home but yet they can get to our neighbor right next door?   HOW IS THAT????

  Business Response

  Date: 04/24/2025

  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 notified via email 4/21/2025 that after reviewing, there are only 2 available routes to her home from the local club. The issue the member is experiencing is that our system calculates the quickest routes based on current road conditions and traffic, same as, google or apple maps. Depending on the time of day, it puts her address outside of the 15-mile radius and doesn't allow her delivery from club order to be completed. We recommend trying to process her order at different times of the day, as we do not have a way to force the system and it is always based on the fastest route.

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

• Initial Complaint

  Date:04/15/2025

  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.

  On April 4 and 13, 2025 I placed orders for delivery from this club for $146 and $94. Both orders included a rotisserie chicken which I was charged for but didn't receive. I was thrilled to hear that the rotisserie chicken could be ordered for delivery, however when I called the club directly today I only received excuses for why I didn't receive the rotisserie chickens in either order. I was told that the chicken would be sent to my home later today and it never arrived nor was I advised that they would not provide me with the chicken that I paid for and they DID NOT refund my money, This is bad business and I would think that Sam's Club would do a better job of being a trusted business and delivering items as promised. I expect that paying when I pay $110 for a membership that my orders will be fulfilled and if an item is no longer available that I am not ever charged for it and forced to call to request a refund. If Sam's can't figure out how to provide the items they offer for delivery maybe the should do what a responsible business would do and assure they have sufficient inventory to fulfill orders and stop making excuses for why something isn't available to your members. No one wants to pay to be disrespected and inconvenienced,

  Business Response

  Date: 04/16/2025

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We apologize for any inconvenience caused to the member for the missing item. Rotisserie chicken deliveries are a recent addition to our services offered, and feedback helps us improve on those services. Since the missing items were refunded, there is nothing further we can do at this time. Unfortunately, we are not able to place orders for members to meet the request of a new delivery order. (*************)

  ***** **

• Initial Complaint

  Date:04/14/2025

  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.

  Order# ***********
  Club Membership# *****************
  
  I scheduled a pick up order today at the sam's club in Sanbernardino.
  When I arrived and checked in the app it said I would have to wait 10-15 minutes for my order.
  After waiting for 30 minutes I had to leave since I was on my work lunch and needed to return to work. I did not get my order and waisted my time and car fuel driving there and back for nothing. I was very upset so I called customer support for help and their "support" was worse than anything I have experienced. When I told the girl what happened she just said there was nothing she could do. She was not able to refund my order but it would automatically cancel the order if it was not picked up within 24 hours. When I asked her what about the bad service I experienced and what about the time and fuel spent on nothing she acted like she could not hear me. She began to pretend she was having phone issues and kept saying "hello, hello". I could hear her perfectly, and I am not fooled by her tactic to get rid of me. I then tried to call the San Bernardino store directly to voice my concern but there was no answer on the general line or any of the department's options. I am so upset and disappointed with the level of customer service that I would like to cancel my membership and get a refund. I never experienced this lack of customer service at costco. There is a great deal of room for improvement on customer service at Sam's Club.

  Business Response

  Date: 04/15/2025

  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 frustration the member experienced. As requested, the membership was refunded and deactivated when they contacted us on April 11th. ***************
  
  ***** **