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

  2441 Vestal Parkway East Vestal, NY 13850

• 

  Sam's Club

  2405 Vestal Parkway E. Vestal, NY 13850

• 

  Sam's Club

  2024 Genesee ST Oneida, NY 13421

• 

  Sam's Club

  200 Dutch Meadows Lane Glenville, NY 12302

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:05/15/2023

  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 placed a curbside pick-up order on May 3rd ************). Shortly after, I realized that I needed to change a few items. I was unable to adjust my order through your website, so I reached out to online customer service. I was told that the order couldn’t be modified or cancelled. However, the representative said that I could place a new order and the original order would be automatically cancelled if it wasn't retrieved within 24 hours. Given this information, I created a second curbside order for a different date and time. The next day, I picked it up without issue. The “original“ order was scheduled for the following Friday afternoon. I assumed it would be cancelled by Sunday morning.
  
  On May 10th, I received an email from Sam’s Club thanking me for picking up that original order. It says that it was retrieved that same evening at 8:29PM (nearly 5 days past the scheduled pickup date and 30 minutes after the warehouse closes). I don’t know how, but someone at the warehouse has made a clear error. I did not obtain that order.
  
  I chatted with online customer service once more. They instructed me to contact my local warehouse directly for assistance, but to no avail. I have been unable to speak with anyone for the past two days (the phone just rings constantly). This has been a hassle and financial inconvenience. I enjoy my Sam’s Club membership. Still, I need to be refunded the $210.20 charged to my card. Please contact me via email. Thank you.
  
  Order #: *********36
  Member #: *********7*******

  Business Response

  Date: 05/16/2023

  Thank you for following up with me. I have never been asked to show identification when picking up an order. I simply check in on the Sam's Club app and the order is brought out to my vehicle (based on the parking spot number that I enter). Also, please note that the order is alleged to have been picked up at 8:29PM. This is impossible since the warehouse closes at 8PM. An employee has clearly made an error. Please refund my credit card the erroneous $210.20 charge.

  Business Response

  Date: 05/17/2023

  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 processed the member's refund and informed them of when they can expect to see that credit to their account. Additionally, we've reached out to the general manager of the club where this issue originated to look further into what has caused it and prevent it from happening again in the future.

  ****** **

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

  Customer Answer

  Date: 05/21/2023

  
  
  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 have provided a full refund for the erroneous charge.

• Initial Complaint

  Date:05/15/2023

  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 applied for their credit card to receive a $30 credit. One, I didn't receive a card so when I called, they told me that I needed to wait a certain amount of time. So I did and still never received it. So I called again and finally got it. Then I was told that the $30 would appear on my statement in 3 billing cycles. So I called again today to inquire and was then told that I had to spend $30 within the first 30 days to get the $30. This is completely different than what I was previously told. Synchrony back told me that I needed to escalate this to Sam's club.

  Business Response

  Date: 05/15/2023

  At Sam's club we continually strive to meet and exceed members expectations. The credit would appear on the statement and goes to the account holder, Ms. ****** is an authroized user on the account. thank you. 

  Customer Answer

  Date: 05/15/2023

  
  
  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 as long as the credit actually appears. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/15/2023

  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.

  SamsClub charged my debit card for $110 membership. This was not authorized and was automatically done by the business. I have not shopped in the store in over 12 months. They sent me an email thanking me for my renewal. I immediately called them telling them this was unauthorized and I wanted to cancel my membership. The customer service rep told me my membership was renewed and there was nothing she could do. I called back to get another rep and was told the same thing. I am now having to deal with my bank and close the account because Sams won't refund me for money they were not authorized to take. I have not at any time agreed to or signed anything stating to renew my membership. They also emailed me this morning (while I was on the phone with my bank disputing the charge) requesting that I take a survey for my "renewal experience."

  Business Response

  Date: 05/15/2023

  ************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After reviewing the Members concern, it seems they reached out today prior to me making contact. They were refunded via eGift Card. I did attempt to reach out and provided a phone number for the Member to call back should they run into any additional issues. - **** **

• Initial Complaint

  Date:05/12/2023

  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 ordered a trampoline from SamsClub.Com. The item was shipped damaged. I called and spoke to someone who said the trampoline would be replaced but I would need to ship the damaged one back. I was advised that Fed ex would be picking up the trampoline on 5/1/23. On 4/27/23 FedEx came to my house and picked up the wrong item, which was a swing set I purchased from Amazon.com. The swing set was delivered to the Sam's Club Warehouse in Indiana. I contacted SamsClub.Com to advise the situation and request the swing set be sent back to me. The resolution specialist II confirmed the swing set was received in error and stated it would be sent back. Two weeks later I had not heard anything so I called back. I was told that the swing set is missing and cannot be located and that there are no resources available to reimburse me.

  Business Response

  Date: 05/16/2023

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by
  the member, an E-gift card was provided to the member for the cost of her swing set that FedEx mistakenly picked up.
  
  
  Thank you ****** **
  Ref #: *************

  Customer Answer

  Date: 05/16/2023

  
  
  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:05/09/2023

  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 had multiple issues with placing a pick up order through Sam's Club, resulting in three trips, only to have the ordered cancelled by the third trip...even though I was texted that I could pick it up. Each roundtrip was 46 miles. Deciding to give it another try, I had questions on the order, called into the Customer Service for clarification and also shared my lengthy story and hesitation in placing another order. The Customer Service Rep assured me it would work and then proceeded to share that because of all of my troubles, they would not charge for my entire order. I clarified, as it was a big order, and was told that there would be no charge. Sam's Club then proceeded to charge for my full order (pick up and shipped items). When I called to inquire, I was told that they don't reimburse. They finally said they would reimburse the pick up order, but I never saw that reimbursement. I've made multiple phone calls and sent multiple emails to no avail.
  They SENT ME the transcript where it is clearly stated by the Rep that they would cover the entire order (portion below). Each person I spoke to read it and agreed with what was said, but then indicated it wasn't their policy. Again, the said they would arbitrarily reimburse for the pick up portion of the order, but I have not received.
  
  It makes me frustrated and angry that they would not honor what I was told and leave me to have to consider legal action. I would like to be fully reimbursed, per my conversation with Sam's Club representative!
  Please advise...
  Sam's Club Incident: *************
  Date of order - September 6, 2022
  Charged to my account - September 11, 2022
  Amount: $177.90 Pick Up order and $1,196.45 for shipped order
  Portion of transcript -
  *** ******R: will the egift card cover my purchase?
  ******: Yes, ***. It will.
  ******: Would that be all?
  ******: And if not, our team would be more than happy to adjust the eGift card for you.
  
  Please let me know if you need additional information.

  Business Response

  Date: 05/10/2023

  Hi, I am responding to Consumer Complaint #******** ******r ***  regarding a Sam's Club refund that was promised but not completed. 

  I can be reached at ************ on Wednesday, May 10th from 7:30 - 8:30 AM and then after 12:00 PM.  If I am unable to answer, please leave a number where I can reach you. 

  Thank you ...

• Initial Complaint

  Date:05/09/2023

  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.

  Jan. 2023 I attempted to turn 'Auto Pay' off on my account as I was going to end my Membership. That was successful. In April, 2023, I was notified that Sams Club had sent a bill to my account renewing my membership for $50. I called Sam's Club and their credit card company to get this corrected. They both assured me that it would be taken care of. Today 5/6/2023, I get a letter saying I am delinquent in payment and demanding payment. I have not purchased any commodities form them in 2023 because I cancelled y membership months ago, so I am not using their services. In my opinion, they have fraudently billed my account to discredit my credit ratings and will not follow my directions to cancel my membership. They will not cancel my membership as directed via email at their website and phone calls. I want my account cleared of erroneous entry and my good credit rating restored,

  Business Response

  Date: 05/10/2023

  At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. In regard to Mr. *******s account, I have issued a full chargeback for the total amount owed, and there is no further action needed. Mr. ****** can contact me directly anytime if needed.

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

  
  

  Customer Answer

  Date: 05/10/2023

  
  
  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:05/09/2023

  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.

  April 18, 2023. Auto-renew was turned off. I checked to ensure there weren't any cards on the account to bill to. I then declined the renewal. It still hit my account. After a very extended hold and going in circles with the representative, I was assured the cancelation went through and the refund would be processed. Sent also told me my card was removed from the file. 8 days later, they turned back around and charged me again. I again called, was told no active accounts were found and they had no way to track the payment. I requested a supervisor and was given another very extended hold. She told me my card ended in xxxx but that she could not see the whole number because I did not have an active account. She opened a ticket. I contacted my bank. My bank has since started going through the same problem I've had. Sam's told my bank they wanted proof of the transaction, my bank sent me what to provide. Representative wanted even more transactions. They now want every full bank account statement and all transactions fromm April 18 through today. This is private and they do not need to see how I spend my money to prove they took what they aren't entitled to. I provided that proof already. I have told them I will be having my bank deal with them.
  
  I went through this last year after I canceled and I just gave up. I won't this time.

  Business Response

  Date: 05/10/2023

  At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. In regard to Ms. ******** account, I have issued a full refund as requested. If she has any further concerns I have invited her to reach me directly.
  
  Thank you
  *******
  *************

• Initial Complaint

  Date:05/08/2023

  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.

  Basically I’ve never been set up for auto pay wit* Sam’s Club over t*e last five years. And since May 1 of t*is year 2023 I’ve been *it wit* $50 attempts to pull out of my bank account for my members*ip wit*out my aut*orization causing me to *ave to call my bank to reactivate my card because I was locked out of it. I called t*e service line wit* Sam’s Club t*ey can’t do anyt*ing but tell me to put a stop pay on my account wit* Sam’s Club and t*at’s gonna cost me money. I asked t*em to make me *appy by giving me a free years members*ip and t*ey wouldn’t do it so I told t*em to cancel my account. I’m just really pissed off because I’ve been a member for five years t*e first time t*ey’ve ever tried pulling money out of my account wit*out my aut*orization

  Business Response

  Date: 05/13/2023

   

  At Sam's Club, we continually strive to exceed t*e expectations of our Members and work *ard to improve our service to t*em.  We are *appy to report t*at we *ave refunded t*e members*ip fees to t*is member. 

   

   Incident # *************

  T*ank you,

  *****

• Initial Complaint

  Date:05/01/2023

  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.

  My membership ended on April 26, 2023. My membership is set with auto-renew OFF and I keep no credit card on file on my account. On April 27, 2023 Sam's Club charged $50.00 to my card. This is an unauthorized charge on a bank account that they should not have on file. Customer Service at Sam's Club can't tell me why the charge was made. They say that they have no credit card number on file and that my membership is set to not be auto-renewed. They are obviously lying about the credit card number being on file because they used it to make this charge. This is not a simple mistake because the internet is full of stories of this happening with Sam's Club.

  Business Response

  Date: 05/02/2023

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We were able to reach the members by phone and speak to Mrs. *******. We were able to explain the situation regarding the origin of the autorenewal to her as well as ensure that a refund was forthcoming to them and prevent any further instances of autorenewals going forward as well as closing the membership from which the problem had arisen. They can expect their refund to be visible to them in their account within the next 7 business days from tomorrow.

  ****** **

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

  Business Response

  Date: 05/09/2023

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. I would be glad to explain in more detail what happened that served as the root cause of this situation.

  Prior to the creation of the membership which has both ****** and ****** on it, there existed another membership where ****** was the only cardholder. This membership is in our system under ***************** and was created on 4/27/21. It was active for a year before ****** and ****** made the decision to create new membership where both of them were cardholders, which is in our system under *****************. This is where the problem occurs. While the new membership was created on 4/26/22 and had both ****** and ****** on it, the original membership remained open as it was set to expire the day after, 4/27/22. When ****** returned to the club to shop on 4/27/22, the renewal date of their original membership, she used her membership card from the original membership to check in at the register instead of one for the membership they had created the day prior. This prompted the system to ask her to renew the membership as the renewal date was 4/27/22 for it. ****** paid the renewal fee during checkout on this transaction. When this renewal was processed, the option to opt out of autorenewal was not selected. Because of this, the old membership was enrolled in autorenewal and, when a specific card is not assigned to be used for autorenewal, it charges the last card used on the membership. As this trip to the club on 4/27/22 was the last transaction that occurred on the original membership, the card that was used to pay for it then became the card the autorenewal system sent the charges for the membership to. Thus on 4/26/23, the membership with both ****** and ****** expired as expected and, on 4/27/23, the membership with only ****** on it renewed via the autorenewal system, which had been enabled on her 4/27/22 visit to Sam's Club. When the option to opt of out autorenewal was not selected on 4/27/22, it provided the authorization and permission from the member needed to renew their membership using the last card provided to Sam's Club on a valid transaction with us. These autorenewal conditions are stated in the Terms and Conditions that can be viewed on samsclub.com.

  We hope this more thorough explanation of the details is to the members' satisfaction.

  ****** **

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

  Customer Answer

  Date: 05/10/2023

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

  If what ****** says is true, then we had 2 active memberships for the past year without our knowledge and Sam's Club owes us a year's with of membership.
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:05/01/2023

  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 am listed as a complimentary member on a membership. When the membership was due to renew a fee was taken out of my checking account. I made contact with the company to explain that they had renewed the membership without my consent and I wanted it refunded. They assured me I would receive the refund in 7-10 business days. I have talked to them by phone twice and have received notice that is was refunded. But I have not received the refund. Initially the claim was filed on 03/30/2023. I even went to my local customer service and she could not get a response other than the response they gave me.

  Business Response

  Date: 05/08/2023

  ************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We reached out to this Member to assist with refunding their Membership. I advised the Member that it may be best to get their refund in Club. After confirming this can be done with Club Management, the Member will be assisted with the refund next time they are in their local Club. - **** *.