Buying Clubs
Sam's ClubThis 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
Customer Complaints Summary
- 1,558 total complaints in the last 3 years.
- 480 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/14/2025
Type:Order IssuesStatus: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 purchased a, "BUSINESS MEMBERSHIP", at "SAM's CLUB" in, ************, NC, only to find out that someone had received a, "BUSINESS MEMBERSHIP" using my, "PII". This person, "******* *******", HAS "STOLEN" my personal information and has received a, "SAM's CLUB" membership. I am requesting "ALL" Accounts opened that are associated with my name (********** ******-*******), my address (**** ****** Street, ************, NC, *****) and my business address (*** ******** ******, Suite *****, ************, NC *****). I am requesting that, "ALL" SAM's CLUB, memberships purchased prior to, March 1st, 2025, be "CANCELLED" IMMEDIATELY"!!! I am also requesting that, "SAM's CLUB", mail me a check for "ALL" charges made with "ANY" AND "ALL" Memberships, Credit Cards made using my, personal information. Please mail the check to: ********** ******-*******, *** ******** ******, Suite *****, ************, NC *****, to avoid any legal actions.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. Unfortunately, Sam's Club is not able to assist with concerns regarding unauthorized charges or unauthorized use of personal information to open a membership. The member must visit ******************************************************************** to obtain, fill out, and submit the Identity Theft Affidavit. We recommend they do this as soon as possible to ensure that the issue can be investigated with due expedience.
Thank you,
****** **
*************Initial Complaint
Date:04/14/2025
Type:Service or Repair IssuesStatus: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 4/8/25 I called the help line about their membership promo for those those on gov-assistance. The Teammember said I can do it online by dl'ing a app or go into physical location.
On 4/9/25 at 8am I am the 1st-one there & the teammember at the counter, told they could not give me the promo? She apologizes for the teammember on the phone. THE PROMO is ONLINE ONLY. The person I spoke to on the phone lied to me. No manager was on location so there was no code for this. there is no online kiosk to do it their either.
She offers me 30% off price. She then instructs me to call the helpline & they will issue me a refund gift card for 30$. I call, the teammember can't speak English & give me to another dept. The 2nd teammember also limited in English. Now on the call for over40min+. I explain over& over about being given the wrong info. They ask if i would accept 10% back. I say i would rather cancel & reapply w/the correct promo. They tell me if I do that I cannot rejoin for 6mos.
I explain denying me the promo & putting me through this is discriminatory & I would go to the ADA/BBB. So they finally give me to a supervisor that speaks English. She checks call logs, & offers the 30$ back but...
#1 when my membership renews it wont be for the gov-assistance promo.
#2 if I cancel before renewal I get the 6mos penalty on rejoining.
I told her cancel/refund cause now im just beaten down and sick. However, should note that I should not be penalized for this. This solution is discriminatory against me the disabled person, who was given the wrong info, instructed to go into a brick/mortar store, & then told to call for price adjustments. Each time given the run around & excuses why they could not do what the previous Teammember Promised? They are asking people spent ebt/ssi there but not help us??
Id like samsclub to stop the 6 month renewal block on me and an apology for all the misinformation and run around their teammembers put me through!!!!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. This member contacted us on April 9th and was informed of the requirements and restrictions regarding online promotions. We are unable to override the 6 month waiting period for promotion redemptions. The membership was refunded and deactivated as requested. We apologize for the inconvenience.(*************)
***** F.
Business Response
Date: 04/21/2025
We apologize for the inconvenience, but there is no way for us to over-ride the 6 month waiting period for promotion redemptions. According to the original complaint, we offered the member a gift card to offset membership fees, and the gift card offer was declined. The member requested a refund and cancellation, which was completed. There is no further assistance we can offer at this time.
***** F.
Customer Answer
Date: 04/22/2025
Complaint: ********
I am rejecting this response because: this is untrue. They never offered anything. They in fact had me talk to 3 separate team members in the afternoon of April 9th who would not offset charges. It was the team member in store who said call for the gift card on April 9th.And it was those three team members whom i spoke with one after the other who did not know how to handle this issue.I called on the 8th. Was told to go into a Brick and Mortar sams club location, I complied with what the team member said
I go into sams club the morning of the 9th and was denied the promotion but told by the team member to call and they would refund me and fix it online.
I called on the 9th and each one had issues. Telling me they would penalize me for listening to sams club teammembers. This means they are mocking my disability.
Due to this being a promotion for people with disabilities on SSI in the USA I have now went to the ADA and filed a complaint with **** ********** ** *******, ***** ****** ******** ****** number is: **********.
***** can now very well go up the ladder and get this 6 month ban removed because its sams club team members that did this me and to my account. Sending me, a disabled person into a location, and had me call now and go through this.
Sincerely,
***** *****Initial Complaint
Date:04/04/2025
Type:Service or Repair IssuesStatus: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 3, 2025 at about 1pm I went to the Sam's Club at 2100 ********* Commons Dr. ********* ******** to purchase gas. I waited my turn in line for roughly 10 minutes. When my turn to the pump arrived I walked over to gas station hut to request the employee to turn on the gas pump, as I do not have the Sam's Club app. He walked out of the hut and over to pump. He refused to activate the pump plus he refused my request to call a manager, saying he had no way to communicate the store. I did show him 2 slips of paper printed from 2 other Sam's Clubs with my membership number. He made no effort to verify the information and refused more than one time to contact the store for further assistance. When asked he gave a name of ****, but I could not see his name tag. I did provide membership number and he admitted 1 of 2 print outs was only a couple of days ago. Still no effort to assist was made.
I have made gas purchases at other Sam's Clubs, examples Crestwood, Mo and North County, Mo. I did not have any issues at the listed clubs. I am confused by this action of refusing me the right I am entitled to with the purchase of my Sam's Club Membership.
When I signed up for the membership I received an email stating that I could pick up the membership card at any club. This has turned out not to true. When I called Sam's Club, not the store, I was told that I could purchase gas in the manner I have been doing.
The entire process today was humiliating and hopefully does not present this club's everyday practices. Maybe it is because of my age??? my not being tech savvy??? To me I should have been given the opportunity to speak with a manager at the very minimum, as requested more than once.Business Response
Date: 04/04/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Proof of Membership is required at registers and gas pumps to validate memberships. A barcode on receipt paper is not considered to be a membership card. The member can request a physical membership card at their local club if they do not want to use the Sams Club app. We have emailed the member requesting their preferred location so we can email the club to arrange for a physical card to be picked up. (*************)
***** F.
Initial Complaint
Date:03/31/2025
Type:Billing IssuesStatus: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 have ask on 3 occasions by going into the store to have my credit card that is on file to be removed from their records because they have automatically renewed my membership. I even within the app had my credit card be removed from my profile. I was assured in March 2024 that it was removed and I was automatically charged again on March 21, 2025.Business Response
Date: 03/31/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The membership in question has already been refunded and deactivated. For more information regarding auto-renew, please see our Terms and Conditions. ****************************************************************
*************
***** **Initial Complaint
Date:03/31/2025
Type:Service or Repair IssuesStatus: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 microwave on 2/16. Install was a few days later. Installers broke my cooktop and almost caught my house on fire. They also damaged my cabinet. It has been a very bad situation and sams club dont want to take any responsibility. It was installed through sams club and was their installers. they are just giving me the run around and wont return my phone calls. I have been without a stove for over a month now.Business Response
Date: 04/07/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. A claim was filed and a follow-up was made with the installer/vendor. The member was contacted directly by our WCS department and was provide direct contact information for any additional questions or concerns.
*************
******* **Customer Answer
Date: 04/07/2025
Complaint: ********
I am rejecting this response because:This is not a solution. My claim has been in with this business for over a month. They leave customers without any way to cook food. Take responsibility. You hired amateur installers and I have to pay for it? ridiculous/
Sincerely,
***** ****Initial Complaint
Date:03/27/2025
Type:Billing IssuesStatus: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.
Sam's Club recently charged my credit card for a membership renewal, however, I chose not to renew my membership, so Sam's Club has renewed/extended my membership without my consent. I would like them to refund the charge immediately, as I did not renew my membership with them for 2025.Business Response
Date: 03/28/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have cancelled the membership and refunded the membership fees back to the original form of payment. Please contact us if you do not see your refund within 7 business days.
*************
***** **Customer Answer
Date: 03/28/2025
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:03/26/2025
Type:Product IssuesStatus: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 made a return, and they are refusing to give me a refund. I have been dealing with this for about for months now. I got my bank involved and Sams club is still refusing to give me my money back. My bank suggested I reach out to you guys for help.Business Response
Date: 03/27/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. It appears there was a system error when the refund was initially submitted. The refund was manually processed yesterday, March 26th. I spoke to the member this morning and provided this information. I also sent the member a gift card for the inconvenience.
*************
***** **Initial Complaint
Date:03/26/2025
Type:Customer Service IssuesStatus: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.
Sams club refuses to delete my personal private information.
I asked numerous times for my physical address to be removed from their system
so that i don't receive any form of mail from them and for them to delete my
information associated as i no longer have a membership. Their customer service
simply refused. I repeat do not send any mail to ***** ***** bvd **** **** mi *****
and delete any information associated with my address! Now!Business Response
Date: 04/03/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Our Privacy Team has emailed member directly notifying her that she has been unsubscribed from our marketing communication mail list. It may take up to 8-10 weeks to stop receiving any marketing material due to it being prepared weeks in advance. She was also provide additional information on how to submit a privacy request in accordance to her state's privacy act (if applicable).
*************
******* **Initial Complaint
Date:03/26/2025
Type:Billing IssuesStatus: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 purchased a 12 month membership in 2024. After a few months I also upgraded to the gold membership. After a few more months I realized that the membership was not really meeting my needs since one of the main reasons I bought it was for the gas, which Sam's ended up being within 3-5 cents of my corner gas station so no real difference and the grocery prices weren't much better than I was paying at my local grocery store (and coupled with the long 15-20 minute checkout lines and further drive I didn't go much). I ended up only earning about $5 in cashback rewards from the $60 upgrade for the gold membership so that really disappointed me.
I made a mental note to get a full refund on the membership when I received a renewal notice per the 100% satisfaction guarantee, but I never got a renewal letter in the postal mail or any other notification. Then on 3/24/25 I received my credit card statement saying I had been charged for another year's renewal for $120 on 2/20/25.
I was able to call in and get the $120 renewal refunded, but the agents were unwilling to refund the membership fee which I had paid for from 2024-2025 which was $74.25 total for the regular + gold add on. As stated earlier I didn't receive much benefit from the membership (especially the gold status) so had planned to cancel and get the full refund on the 2024-25 membership when I was notified that my membership was coming up for renewal. Since I never got a renewal slip, I was unable to cancel during the 2024-25 membership year and now they're unwilling to provide a refund.
I am requesting a refund for the $74.25 membership. You can put back on the credit card ending in **** which I used for the gold upgrade (The card **** which I used for the basic membership is closed). Or you can mail me a check to the address on my account. Thank you.Business Response
Date: 03/26/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The complainant was refunded for this membership, and the membership was cancelled. We will not be providing any further refunds for this membership. Please see our Terms and Conditions for more information regarding the 100% Membership Satisfaction Guarantee using this link, ****************************************************************************. This information has been emailed directly to the complainant.
*************
***** **Initial Complaint
Date:03/21/2025
Type:Product IssuesStatus: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.
On March 9th, ***** ******** had an appointment at the Sam’s Club Auto Department, where she ordered four new tires along with the installation package. During the installation, the shop workers encountered issues mounting all four tires, citing that the lug nuts might be swollen. As a result, they were only able to install two tires one on the front passenger side and one on the rear passenger side.
During the process, the mechanic handed Ms. ******** the tire sensor from the rear passenger wheel and stated that it had come off and could not be reinstalled. This clearly indicates that a Sam’s Club employee damaged the sensor.
Additionally, after installing the two tires, the shop worker asked Ms. ******** to drive the car out of the bay. From my understanding, customers should not be required to do this. This raised concerns that the belly pan shield may have been damaged during the service and that the worker wanted the customer to drive it out to avoid liability. When the shield was visibly dragging on the ground, the employee pulled the car back into the bay and attempted to fix it. However, while backing up, the shield broke completely, forcing the worker to remove it so that Ms. ******** could drive home.
This morning, the vehicle was taken to a Dodge dealership for an assessment of the damages caused by Sam’s Club. Given the circumstances, I request that higher management reach out to me as soon as possible tomorrow morning at ************ or ************ to discuss how this matter will be resolved.
Sam’s Club damaged the rear passenger tire sensor, only installed two tires but charged me for four, and also damaged the belly pan on the bottom of the vehicle. They then asked me to drive out of the bay despite the damage. My Dodge Dart is currently at AutoNation Dodge for repairs, and despite multiple calls and emails, no Sam’s Club manager has responded. All information can be seen on the camera.
Thank you for your prompt attention to this issue.Business Response
Date: 03/28/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. All claims for reimbursement or repair of damages must be filed at the club where the damages are stated to have occurred. To that end, we have contacted the management of the location directly and they have brought the member in to assist them in filing their claim so that the process can get started.
Thank you,
****** **
*************Customer Answer
Date: 03/28/2025
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,
***** ********
Sam's Club is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.