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

  1700 Wesel Blvd Hagerstown, MD 21740-5389

• 

  Sam's Club

  5604 Buckeystown Pike Frederick, MD 21704

• 

  Sam's Club

  4765 Commercial Drive New Hartford, NY 13413

• 

  Sam's Club

  16 Old Gick Rd. porter corners, NY 12866

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:05/25/2023

  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 placed a grocery order for next day delivery from 5-7. My order never arrived. No one reached out to me to let me know anything and when I called customer service they told me no one picked my order up and they will place it for the next day to be delivered. The next day rolled around and my order still was not delivered and I attempted to speak with someone at the store and asked for a manager I was placed on hood for 40 minutes. I called back and asked again to speak with a manager only to be placed back on hold and no one come to the phone by the time this store closed. I am extremely unhappy with the service and the fact that not one single manager attempted to answer the call or help with my issue. I spent $280 on this order only to have to go to another store and purchase similar items in order to feed my family & my dogs. This is completely unprofessional and unacceptable. There has been no communication on the stores end and I still have yet to receive my ne t day delivery order that I paid for!

  Business Response

  Date: 05/30/2023

  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 looked into the member's order and confirmed that all but one of their items were not delivered. In accordance with this, we have provided them a refund for the remaining total of the undelivered items to the form of payment used for their order. They can expect this refund within the next 3-7 business days. And email containing this same information as well as the specific amount to be refunded has been sent to the member at the email address on file for their records.

  ****** C.

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

• Initial Complaint

  Date:05/23/2023

  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 did not request renewal nor do I or have I requested automatic Renewal. As with all previous times I have been with Sams and Sams always sends me a renewal offer that reimburses me which comes to a free membership . So why would I EVER place myself under an automatic renewal. Matter of fact the last time we where there the cashier asked if we would like to renew and we said "no we are buying all these products now because we are no longer shopping with Sams as we are going with Costco in Georgetown". Also, Sams frauded us because I changed my Bank Card in February of this year and I did not give Sams know of my new card or Authorize Sams to use my card for renewal. Sams stole my card information from the last time I made a purchase with my new card, which was less than a month ago. I also placed fraud with my Bank and called Sams and yet they have not attempted to call me and have yet to refund my monies.

  Business Response

  Date: 05/25/2023

  At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. In response to Mr. ******'s submission, I have processed a cancellation & full refund as he requested. In case of additional concerns, the member understands how to contact me directly so I can happily assist.
  
  Thank you
  *******
  (*************)

  Business Response

  Date: 06/07/2023

  At Sam's
  Club we strive to exceed members expectations. In regards to the complaint
  received by ****** ******. I have investigated the actions by the previous agent assigned and found that in fact a refund was submitted and contact information was provided for Mr. ****** should he need a response for concerns over this matter. In addition to he has my contact information as well should he need it. 

  Thank you***** ** ***************

  
  

  Customer Answer

  Date: 06/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. Yes, I find that this resolution is satisfactory to me because Sams had finally refunded my monies. I will notify the Bank about Sams correction and refund. Thank you Sams. 

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

• Initial Complaint

  Date:05/22/2023

  Type:Product 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 called my local Sam’s club today, it went to the call center, and I pressed 3, for the tire and battery center. It got routed to their call center because the recording stated due to a high call volume. So I spoke with a representative at 2:24 PM CST. I asked if the tire center was open, he stated the hours were from 10am to 6pm today. Then I asked him if there could repair a nail in the tire, he said they could and that it would be free of charge as long as I have an active membership, which I do, I pay for the plus membership. So me and my family went to take the vehicle in to be repaired. We get to Sam’s club and the tire and battery center looks closed from the outside. I see on their door that it closes at 6pm, like the rep had stated. So i sent my husband in to see if there was anyone inside the tire and batter center. He called me from inside and stated nobody was there. So then I called the store number again to see if they could assist. After 20 minutes on the line the representative was unable to get ahold of anyone at the store. So my husband and I decided to get gas real quick and then I decided to drive around once more to see if the tire center was open. , I then saw a gentleman opening the doors. So I told my husband and he went inside. The cashier ended up telling my husband that he could not help us today because it was APPOINTMENT ONLY, which this is the first time we heard of this. So I told him there were no signs anywhere stating that, he apologized and stated that they were short handed and could only do appointment only. So after driving all the way to Sam’s club led by false pretenses, I am highly upset. I wasted my time, my gas, and my patience. I would like my membership refunded promptly.

  Business Response

  Date: 05/25/2023

  Final Response:
  
  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by
  the member, the local club's TBC Lead reached out to the member to offer their apologies for the negative experience and extended her membership for one year.
  
  
  ***** *** ****** **
  *** ***************

  Customer Answer

  Date: 05/25/2023

  
  
  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:05/22/2023

  Type:Service or Repair 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 was with my previous carrier for 21 years. I was advised by the Sam’s club AT&T employees that I could be switched over to At&t and they would pay off our phones and apply the rest of the credit they applied to the phone we just got. We were lied to and advised after we got the new phones in the mail and started to switch everything over to them that they don’t pay off phones and that we were now responsible for both our new phones and paying off our old phones. There’s been several attempts to get help and I keep being told that someone from there would call me back. Well not only does no one call me back, I have been calling them since 5-10-23 and still no response or resolution. My son has been without service and apparently there’s notes about me calling all the time but no one can follow up to help me. It’s been a nightmare with everyone apologizing and telling me someone will call me back. Today I was advised that it was going to tge escalation team and that they will call me back in 24 to 48 hours and I need to make sure that I answer because if not then I will not get this resolved. When I asked about just transferring me to them since I have been constantly told someone will call, I was told that’s not how they do things. We are also owed a new Smart Phone for my son’s line and need to give them back the flip phone they sent us for another smart phone that is of similar value and need to know what to do about our old phones on top of the bill with Sprint they stuck us with. My partner is a Veteran and we are supposed to be getting a great deal as well because of his service but it also sounded like our new service through them is not going to save us any money like we were promised either. Our bill with Sprint was $250 for 5 lines all of unlimited everything and our new bill with AT&T was supposed to be $125 for 5 lines with unlimited everything. That’s why we switched, that and promises of payoffs to Sprint

  Business Response

  Date: 05/26/2023

  At Sam's Club, we
  continually strive to exceed the expectations of our Members and work hard to
  improve our service to them. After full review and speaking with the member *****, we were able to verify what happened related to our AT&T vendor. We have now corrected the issue, with a small additional amount as compensation to cover the issue which will be corrected as the financials settle between previous carrier and AT&T.  ***** was
  pleased to hear from us and with our resolution.  We look forward to a continued relationship
  with them.

   

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

  Customer Answer

  Date: 06/06/2023

  
  
  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.  They were very gracious and helpful and listened to my concerns so that it would escalate to the correct department.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/22/2023

  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.

  On 5/20/23 I bought and had a set of 4 new tires installed at the Sam’s club in Jefferson City, Mo. After the install the tire crew parked my vehicle “well away” from the shop area, even though there were four empty spaces just outside the service area, where I had parked my vehicle originally. I inspected the tires immediately and while the vehicle was still on their lot. I noticed damage to two of the wheels on my vehicle. I immediately pulled the vehicle up to the service bay doors and asked to speak to a manager. ****** eventually came out, looked at the damage and said that his install guys were now off (even though two of them were still there). He walked away then came back a few minutes later and said that he called them and they said that they did not cause the damage. He said that “if they said that they did not do it, then there is nothing he can do”. After leaving Sam’s and driving home with my 13 year old daughter, I noticed a severe wobble in the steering wheel and from the tire area. The tire pressure warning light came on showing a different tire pressure in each tire, and all of them low. I immediately headed back to Sam’s to have them correct the issue. While looking at the front drivers side inner wheel I noticed loose and crooked wheel balancing weights that had just been installed there as part of the tire installation. I asked ******** to inspect all of the wheels and make certain that all of them were balanced correctly and properly mounted. They just fixed the one wheel and the other service department employee (who was extremely rude) refused to properly inspect the other three. I asked them to make certain that “all lug nuts were properly tightened an tested with a torque wrench, he refused. This vehicle only has 35,000 miles on it. When driving away yesterday the steering still has a severe wobble, it is now a safety hazard and will also ruin the $1,968.00 worth of new tires that I just purchased at Sam’s. The wheels need properly balanced

  Business Response

  Date: 05/27/2023

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by
  the member, the contact center and club are working together to provide the member a resolution that will assist in fixing the member's vehicle. At this time the member's vehicle was balanced and the shaking is gone but a claim is being filed regarding the damamges WCS. 
  
  
  Thank you ****** A.
  Ref #: *************

• Initial Complaint

  Date:05/18/2023

  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.

  May 4th, 2023 I placed order ***********. The order was for two Mother's Day gifts which at first was cancelled because despite having no orders my account was placed under high volume/bulk. I contacted and they removed the issue so I could place my order. My order was finally shipped but for some reason it must've gone to the incorrect address and was refused. I contacted and my order was replaced with the new order ***********. Now the same issue has arisen and my order was sent incorrectly and again refused. I contact to which im now told my account is high volume/bulk which makes no sense. The high volume/bulk rules state "A bulk/volume purchase is defined as a single order of ten (10) units or more of the same item within a 24-hour period; multiple orders of ten (10) units or more of the same item within a 24-hour period; orders of two or more units that exceed $10,000; or five-hundred (500) orders within a rolling twelve (12) month period. Bulk/volume purchases cannot be returned, except in the case of manufacturer defects or damage." A two item order in the amount of $1397 does not follow any of the above but they are now refusing to refund me and cancel my membership. They've claimed I have made multiple purchases in store on the same account when the membership was just started. I am heavily considering this as a scam and considering litigation against them.

  Business Response

  Date: 05/20/2023

  At Sam's Club we strive to exceed members expectations. In regards to the complaint received by Damion Scarlett. This member stated they never received iPads that were purchased and delivered. We are unable to verify these did not get delivered correctly and therefore are denying the request for a refund on these high ticketed items, I have emailed this member to keep an open line of communication as well in case there are any further questions or concerns.
  
  Thank you V******* *. 
  BBB Ticket # ************2

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair 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 opened a Business account with Sam's to purchase for my business. After 1 year they start cancelling the order without any reason and when I call them to ask why this is happening they keep telling me the same robotic answers that your account is high volume purchasing account read refund policy. I have never returned or claim refund on my business account. and in their policy they did not mention that they will cancel the order whenever they want. They just mention that bulk order cannot be refunded after 72 hours. But for my issue there is no reason. I keep calling the customer support but they keep reading same line that please read refund policy. This is the most pathetic customer service from Sam's.

  Business Response

  Date: 05/19/2023

  At Sam's Club we continually strive to exceed members expectations.  We’ve completed the review of your recent order, and good news, the issue has been resolved! Please log in to your account, replace the order, and we will get it processed! We apologize for the delay and look forward to serving you online or at your local Sam’s Club

  Thank you, *****

   *************

  Customer Answer

  Date: 05/19/2023

  
  
  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:05/18/2023

  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.

  Sams tried to autorenew my membership through my debit card without my approval 3 TIMES,which in turn I then received a fraud notice from my bank and I had to cancel that debit card, which I do auto pay 2 of my bills with so I had to get that straightened out before they canceled my car insurance. No business should be able to just assume that it's ok to take money from your account without your permission and I have been getting emails from them that they are still trying to run that card and I have called them and told them they don't have permission to do that

  Business Response

  Date: 05/19/2023

  Sams has contacted me by email. I have to respond back. Thanks for all you do

• Initial Complaint

  Date:05/16/2023

  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.

  I run a small nonprofit that takes care of low income, children and people with disabilities. Every time I go into the Sam’s Club store and I try to use my electronic benefit card on the scanning go. There is a problem where it does not process the food purchases or will not provide a refund in cash after you have paid EBT cash for a purchase. Unfortunately, I cannot take credits because I have to Account for all of the money that I spend for the disabled children and the foster children and the people with disabilities that I care for it every time this system problem comes up. I am miss treated as if I am a burden to the store, even though I’m a good customer, because of a problem that they need to fix on their application that I have no control over even though it inconveniences me and I have had to pay over $100 in transportation cost for Uber and taxi cab to go back-and-forth to fix the problem I am treated as if I did something wrong when I have no control over a system issue regarding how the EBT purchases or put through and I must use the currency provided to me by the people with disabilities or their social workers to get their necessities, I believe that this is a form of discrimination. I think that the employees are very rude and instead of contacting the corporate office to make them aware of the problem, they blame the customers who are coming into the store, spending hard, earned money and money for people who are vulnerable, disabled or young children in need of food, clothing and shelter. This is not the fault of the consumer and could have been fixed months ago if someone had told corporate office instead of making people pay transportation, childcare, and other expenses to come back-and-forth. I have also alerted them that their services are not user-friendly for the visually impaired. Nothing has been done to improve this and if you ask for assistance shopping again, you are treated like you’re getting on my nerves of the employees espec ****

  Business Response

  Date: 05/23/2023

  At Sam's Club we strive to exceed members expectations. In regards to the complaint received by ***** *****.

  I have tried to reach out to this member via phone and email on multiple occasions with no luck. I have sent a follow up email informing of the best ways to reach me should she have any further questions or concerns moving forward.
  
  
  Thank you ******** *. 
  BBB Ticket # *************

• Initial Complaint

  Date:05/15/2023

  Type:Product 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.

  On 5/5/23 I mistakenly placed a order, and items in my cart was processedt. I immediately call (chat) to cancel Order number ***********. After a week of chats, calls visits to the store I see my credit was still charged. I just got off the phone with corporate HQ ( ******) and again promised this would be handled. Another reference number, another promise. ****** advised $139.09 for the 5-year protection plan has just been refunded so I Am being told. I do not see it in my account YET.T The amount of $2,199 plus taxes is what I Am looking to receive back.

  Business Response

  Date: 05/20/2023

  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, the member has been refunded and the item in question has been returned to sender. No further action will be
  required at this time.
  
  Tony
  Sam's Club Executive Escalations
  incident #: *************

  Customer Answer

  Date: 05/23/2023

  
  
  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,
  
  
  
  ******* ****