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Business Profile

Buying Clubs

Sam's Club

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Buying Clubs.

Complaints

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

Find a Location

Sam's Club has 577 locations, listed below.

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

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    • Sam's Club

      2101 SE Simple Savings Dr Bentonville, AR 72712-4304

    • Sam's Club

      6410 Petrie Way Rd Rosedale, MD 21237-3034

    • Sam's Club

      141 Washington Ave. Extension Albany, NY 12205

    • Sam's Club

      1549 Route 9 Clifton Park, NY 12065

    • Sam's Club

      1855 State Route 5 & 20 Waterloo, NY 13165-9496

    Customer Complaints Summary

    • 1,544 total complaints in the last 3 years.
    • 480 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/28/2023

      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 contacted sams online support about potentially someone using my membership card. They gave me direction on what to do. A few days later my account said that my card has been reported lost/stolen and to call there 888 number to fix the issue. I did this and the first person hung up. I called again and talked to a supervisor and they told me they would send a password reset and that it would solve the problem. I still can't log into my account. I got on to online support and they removed my email from the accoutn and told me to register again. Still again I am locked out. I asked the support for a refund for my membership and they said they couldn't help. It amazes me that ive spent this much time trying to get my account to work on my mobile app and just get sent a different direction each time.

      Business Response

      Date: 05/12/2023

      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. *****'s concern, she is now able to log in to her online account. I also provided the appropriate compensation for the inconvenience this has caused our member. 

      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.




      Sincerely,



      ****** *****
    • Initial Complaint

      Date:04/27/2023

      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.
      I originally purchased 4 tires from Sam’s Club a few years ago. I ran over a razor blade on 4/11/23 and my tire went flat. My fiancé put my spare tire on. On 4/12/23 I called the Sam’s Club Auto center on Park Blvd in Pinellas Park, FL and inquired about the cost of a new tire. I was advised it could possibly be pro rated and that it would need to be ordered. Tire came in and the appointment to get the tire replaced was scheduled for Saturday April 15, 2023 at 10am. Went into the store and advised them we would be back in the afternoon to pick it up due to my daughter having a softball game. The associate looked at the old tire and pro rated the price and we paid. We came back to pick up my car and before coming into the store we looked at the car in the parking lot. The rim had scratches and a gouge on it. We went inside and advised the associate we were here to pick up my vehicle and that we looked at it before coming in the store and the rim is damaged. He handed me my keys and said you will have to call tomorrow (Sunday) and speak with a lady, um I believe she will be here for 4 hours tomorrow. I said no I would like this noted before I leave the store. I asked to speak to a manager, he called one and we waited another 15-20 mins and no manager ever came. The tire associate said he can write it on my receipt, so he did and we left. I tried calling the store 4 times after leaving to speak with a manager to inform them of what happened. After being on hold forever and getting hung up on I gave up. Hours later I called back and was finally able to speak with ****. I advised him of the situation and sent him pictures of the damage. I went in and spent over an hour with him filing a claim with their insurance company. This is when this gets more fun than it already has been. I received a call on Monday 4/24/23 from a claim associate who left a message, I called him back within minutes for him not to answer. I left a message for him to return my call. I received an

      Business Response

      Date: 05/05/2023

      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 established contact with Ms. ***** and are actively working together with her to assist with getting her an update and response related to her Claim.

      ****** C.

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

      Business Response

      Date: 05/16/2023

      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 received confirmation from the Claims department that a manager spoke to Ms. ***** on 5/9 regarding the resolution of her case and a check was mailed on 5/10. With this in mind, Sam's Club will be considering the matter resolved.

      ****** C.

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

      Customer Answer

      Date: 05/17/2023



      Complaint: ********



      I am rejecting this response because:

      They DO NOT strive to exceed the expectations of their members. I was offered a check for a refurbished part for my vehicle. Not a new one, a refurbished. An item that has already been defective someway and repaired. Now due to Sam's Club service technicians negligence and care for their customers and their work I have to locate, purchase, dismount and remount a tire on a refurbished rim. Yet the hours and hours I spent on hold with no one ever answering and the emails that was sent and never replied to was just ah oh well to them. Yet they want to say in they strive to exceed the expectations of their members? NOT 


      Sincerely,

      ****** *****

    • Initial Complaint

      Date:04/26/2023

      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.
      Had a previous issue with Jackson Tn location and spoke to corporate office who extended membership for at least a year or two. Called today after showing expiration in march 15 this year with two memberships . Agent Estella had no clue how to assist and kept putting me on holds with no resolution. Can’t say I’m surprised bc the local club had numerous expiration dates that had expired meat product and there was never follow up from that club.

      Business Response

      Date: 04/30/2023

      At Sam's Club we strive to exceed members expectations. In regards to the complaint received by ****. This member has had several issues in their local club. I was able to get in touch and touch on all these issues but was not able to extend the membership any further or provide any additional compensation. As a result, **** has my contact information should he need any further assistance with anything else.


      Thank you ******** S. 
      BBB Ticket # *************

    • Initial Complaint

      Date:04/25/2023

      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 purchased a Sams Club membership for my son through Member deals on Dec 1 2022. My son passed away unexpectedly without ever activating the membership. I have contacted Sams Club twice asking for a refund, which they say they cannot do and refer me to member deals. Member deals has first told me that they will not issue a refund due to the fact that my son did not pay for the membership. This is ridiculous, as I told them from the start that I had purchased the membership for him. Then I called Member deals again, after Sams club refused me for the second time, and after telling me they would send me an email detailing their response, they eventually responded, only to tell me that they would not issue a refund because it had been a "final sale "
      If Sam's Club is going to partner with outside sites and allow the sales of their memberships, they should stand behind those memberships, to ensure that the people who purchase memberships that way are protected. The membership cost me 20 dollars. I also have my own Sams club membership. Sams club should issue me a refund, since the other website will not do so. I have every bit of documentation that could be asked for to show that I purchased the membership and it was never activated, but neither Sams or the other site has ever asked for anything. Only making up reasons to decline to help me out. .

      Business Response

      Date: 05/01/2023

      ************* 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 contacted the Member and issued an eGift Card to address their concern. Contact has been established should they have additional questions or issues. - **** **
    • Initial Complaint

      Date:04/24/2023

      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.
      Had issues with 5 burner griddle. I have tried to return it and Management have refused to exchange the griddle due to no inventory. But have also decline to refund via store credit. Just refund me the $464.39 via a gift card if anything. Griddle had a gas leak.

      Business Response

      Date: 05/12/2023

      Good afternoon,

      This ticket is currently still a work in progress and a resolution has not yet been reached.

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

      Customer Answer

      Date: 05/15/2023



      Complaint: ********



      I am rejecting this response because:  I have reached an out to ask that we move forward towards an amicable resolution.  



      Sincerely,



      ***** ******

      Business Response

      Date: 05/15/2023

      We have performed a through investigation and we did not find any evidence to support this claim. without the merchandise beign returned we cannot assist any further.  
    • Initial Complaint

      Date:04/24/2023

      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.
      My card was on my friends account and sams club charged my credit card for her membership fee of $116.05 on 4/4 and we instantly called and told them to cancel the membership and refund the money, which they said they would and it should be on my card within 3 to 5 business days. It is now 4/24 and there is still no refund but the account says the membership is expired. After numerous calls to sams club and my own bank there is no refund to be found anywhere. This is extremely upsetting they can take your money so fast and refuse to give it back. All I want is my refund and sams to not be blowing me off saying they refunded it when it wasn't.

      Business Response

      Date: 04/28/2023

      ************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. I was able to connect with the Owner of this Membership. A refund was already issued, but may have been issued to an incorrect card on the Membership. We are working on gathering the necessary documentation before an additional refund can be issued. - **** **

      Customer Answer

      Date: 05/01/2023



      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:04/19/2023

      Type:Delivery 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.
      After numerous phone calls I have not been able to get a refund on a pair of girls unicorn sneakers that were never delivered. Purchased 4/8/23 and due to arrive Fri 4/12. Trackings shows they are in the same fedex place with a notification to contact Sam’s customer service. I have contacted them several times and told they can not process a replacement nor a refund? Gave me reference numbers and NO solutions.
      When asked them to refund my prepaid membership (doesn’t expire till 4/27/23] I was told they could not do that without cancellation of the remainder of membership.

      Business Response

      Date: 04/21/2023

      Here at Sam's Club we continually strive to exceed the expectations of our members. 

      In regard to Ms. ******* concerns, I was able to resolve her case by the following actions: 

       

      -Addressed the account error regarding the self service return function.

      - Compensated for all the time she spent on this issue with an e-gift card.

      - Provided her a direct contact to me in case of any future issues.

       

      Thank you,
      *******
      [******-******]

      Customer Answer

      Date: 04/29/2023



      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.


      Hopefully there will be no farther problems with simple returns. 

      Sincerely,



      ******* *****
    • Initial Complaint

      Date:04/18/2023

      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.
      Every January, our family purchases a Sams Club Plus Membership which costs $110/year. One of the benefits we purchase the membership for specifically is the FREE shipping and FREE returns since a trip from Winslow to the Flagstaff Sams Club is over 2 hours roundtrip (120+ miles). For months now, I have been unable to print a return shipping label and have to resort to chatting with customer service to request a return label. Initially they would send one via email. Now I am told they can't help and have to "escalate the issue" and to expect a 48-72 hr response time. I have been told this FOUR times in the last two weeks regarding returning ONE ITEM from order#***********. I am given the same response EVERYTIME- "it will be escalated, expect a reponse in..." I believe it is unreasonable to make me wait two weeks for a simple return label when they advertise the benefits as including free shipping and free returns. We pay for the benefit and it is not being fulfilled. This issue has been brought to the attention of customer service 5 times this year alone and NOTHING has been done. If they are not going to provide the benefit that we pay $110 for annually, perhaps the membership fee should be returned.
      My preferred outcome would be the ability to print a return label- as we used to be able to- and simply return the item that I have been trying to return for 2 weeks from order #*********** (Social Standard by Sanctuary Pants Size 2)

      Business Response

      Date: 04/20/2023

      Here at Sam's Club we continually strive to exceed the expectations of our members.


      In regard to Ms. ********* issues, I have done the following to fully resolve this case: 

            - Corrected the error on her account that was delaying her return requests.

            -Manually created a FedEx label and refund for the order she mentioned.

            -Issued an e-gift card to express our apologies for the inconvenience this caused.

       

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

      Customer Answer

      Date: 04/26/2023



      Complaint: ********



      I am rejecting this response because: The response clearly and immediately stated that the issue had been identified and corrected.  This is not true.  Here we are 6 days later and I am UNABLE to make an online return and request a return label.  I still am experiencing the exact same issue- being looped around to signing back in when I click on "print label".  There has been no resolution as I am experiencing the same issues I have for 4 months now.  I appreciate the *partial refund* of my $110 membership but my expectation was that this return issue would be resolved so I CAN use the membership that we specifically purchase.



      Sincerely,



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

      Business Response

      Date: 05/03/2023

      At Sam's Club we
      continually strive to exceed members expectations. In regard to Ms. *********
      persisting issue,
      I can confirm that
      her account doesn't have any blocks that may hinder processing a return label
      in a timely manner.

      Thank you,
      *******
      [******-******]
    • Initial Complaint

      Date:04/17/2023

      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.
      I have been trying to cancel my grandmother's membership b/c she will never leave the nursing home again. I spoke with ****** at their 800# and he told me the hoops I must jump through to cancel it. As if our family isn't going through enough now I have to fight with them to cancel a stupid warehouse membership?! When I asked to speak to a supervisor he told me there was no one I could talk to and it didn't matter anyway b/c they would say to me the same thing. I kept asking for a supervisor and he gave me the # to the local Sam's Club. The membership is not an inconvenience, my grandmother cannot use it.

      Business Response

      Date: 04/21/2023

      At Sam's Club, we strive to exceed our member's expectations and work hard to make our member's experiences special. Working alongside Mrs. *******, we were able to locate and deactivate her family member's membership profile. Our commitment is to assure that our member is refunded, in full, for their membership they can no longer take advantage of. We never want to intentionally contribute to a member's ongoing difficulties, rather participate in easing interations whereever we can. 

       

      ******* H.

      ******-******

    • Initial Complaint

      Date:04/17/2023

      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.
      Bought atgames pinball order # *********** with bonus free "sam's club" bonus arcadenet. However, Atgames charged me a total of $60, despite my having canceled the free trial. Atgames promised a refund in Feburary and never applied it to my card. Please refund $60 to my card and terminate your relationship with this manufacturer. See their own F-rating on BBB.

      Business Response

      Date: 05/01/2023

      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 a refund of the product for Mr. ******* and informed him of the timeframe during which he can expect to see that credit back to the account used to pay for the order. Additionally, his concerns regarding his experience with AtGames has been provided to the appropriate internal teams for review and so that any necessary actions related to their portion of the business can be taken.

      Steven C.

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

      Customer Answer

      Date: 05/02/2023



      Complaint: ********



      I am rejecting this response because my credit card company has not yet received the credit from Sam's Club.



      Sincerely,



      **** *******

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