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

Customer Complaints Summary

1,557 total complaints in the last 3 years.
478 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.

Initial Complaint
Date:03/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My membership was taken out of my bank acct without my permission. I never signed up for recurring charges or was never notified of a recurring charge.
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. Sam's Club Memberships are automatically enrolled in the auto-renew program unless the member opts out. Please see our Terms and Conditions for more details. The member contacted us on March 18th, but hung up on the advocate before a refund was able to be processed. We emailed the member on March 24th, 25th, and 27th, and have not received a response. If the member would like to cancel their membership and receive a refund, they are welcome to contact us whenever is convenient. ***************

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

***** **
Initial Complaint
Date:03/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We canceled this service in the summer of 2024. We were just rebilled for a renewal even though this service was canceled and has not been used. The date canceled was roughly 6/15/24.

The $50 was rebilled to me on 2/7/25. This needs to be credited back and service cancellation backdated.
Business Response
Date: 03/21/2025
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 investigated our system using the provided information and we are not able to locate any memberships attached to any of said information. As we cannot locate charges using only a payment method involved, Sam's Club must advise them to dispute the charges with their financial institution and would recommend they change the passwords to any frequently used apps and accounts. We apologize for any inconvenience this may cause.
Thank you,
****** **

*************
Initial Complaint
Date:03/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Informed Sam’s Club that I’m a senior who’s not tech savvy and I don’t have an updated phone. Also requested that a Sam’s Club card be sent to me because the QR code on my phone aren’t working at the fuel pump. Obtained new membership in January/February. Called 888-746-7726, the Foreign Speaking Assistant didn’t seem to understand my issue of having a membership purchased mainly for gas yet I can’t get the QR code on my phone to work at the gas pump.
Business Response
Date: 03/25/2025
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 worked with the member and their local club to arrange for a physical card to be picked up when member is available.
*************

******* **
Initial Complaint
Date:03/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Sam’s Club regarding their refusal to process a return for my order, despite the circumstances being beyond my control.
• Original Order Number: *********** (Xbox)
• Issue: The product was defective, and Sam’s Club issued a replacement. I returned the defective unit as instructed.
• Problem: The replacement arrived significantly later than expected, and I no longer need it. When I requested a return for a full refund, Sam’s Club refused to process it online and insisted that I return it in-store.
• Key Concern: There are no Sam’s Club locations in my state (Washington), making an in-store return infeasible. Despite explaining this, customer service has not provided an alternative solution.

Sam’s Club’s return policy should accommodate online returns when a physical return is not possible. I request BBB’s assistance in ensuring Sam’s Club allows me to return the item online and receive a full refund.

Thank you for your time and assistance.
Business Response
Date: 03/19/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Further review of this membership has revealed a history of unusual activity. We are exercising our right to restrict online returns and purchases with this membership. Additional information regarding membership restrictions is outlined in the Terms and Conditions of Membership at www.samsclub.com/content/terms-and-conditions. We will not be accepting online returns for this membership. This information was relayed to the member on March 7th, 2025, via email.
***** **

*************
Business Response
Date: 03/19/2025
As previously stated, we are exercising our right to restrict online returns and purchases with this membership. Additional information regarding membership restrictions is outlined in the Terms and Conditions of Membership at *********************************************. We advise to approach a club location in order to get further assistance with a refund or replacement.
Customer Answer
Date: 03/19/2025

Complaint: ********

I am rejecting this response because: still no fix. I would also like to cancel my same club membership and get a full refund.

Sincerely,

****** *****
Initial Complaint
Date:03/17/2025
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.
The order was purchased on Feb. 14, 2025, at 12:40 PM.
Returned the item Feb. 25, 2025.
Every call to Sam's online Customer Service states "We are waiting on the vendor."

My calls are going nowhere.
Please help!
Business Response
Date: 03/20/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The order referenced is a jewelry order which have a specific return verification procedure. After further investigation, we found that the refund began processing today, March 20th, and the member should see the funds return to the original form of payment within 5-7 business days. If the member does not see the refund within that time frame, please call and give reference # ************* for any questions or concerns.
Thank you. - ***** F.

Customer Answer
Date: 03/21/2025

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,
if the company follows through. I've been told this multiple times!

Sincerely,

***** *********** / 03/21/2025
Initial Complaint
Date:03/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unauthorized Auto Payment causing our bank to close our account as fraudulent activity. Sam Club account *** **** **** ******
On Feb 26, 2026 my wife received a message from her bank that an amount of 165.27 was being pulled for Sams Club. We did not authorize Sams Club at anytime to pull funds from our bank. We always pay in the Club and have done so for over 25 years. When I called to discuss the issue, Sams Club told us that they were doing Auto Pay as a courtesy to their customers so they would not have to come into the store.. due to bad weather. When I asked the rep to let us know when we authorized this we were told that our friend Ron Hajny paid for the year. (Our Friend is an add on to our account .. since his credit card number was in their system, they took it upon themselves to hit his account for the funds.. this too was unauthorized and cased his account to be closed as fraudulent activity.) We asked the rep to provided us with the date that we approved auto payment. No one could provide written or verbal proof. During another call to resolve .. we were told that on Feb 14th of 2024 we paid for the membership in the store.. but that on Feb 26th 2024 auto pay was reinstated with no authorization. When we asked how this was possible, we were repeatedly told due to terms and conditions. But again, we never agreed to allow Sams to trigger Auto pay from our bank, We placed 4 phone calls in attempt to have someone tell us how Sams Club was permitted to trigger Auto Pay without our consent. As to date we have not received word how this was allowed. I am very disappointed with the way this was handled. My wife and friend were inconvenienced when their banks closed their accounts. I asked Sams Club to give us a free membership for 1 year .. but was denied. We have been loyal members with Sams Club for 25 years and never had any prior issues.
Business Response
Date: 03/10/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We apologize for the inconvenience that has been experienced. The Terms & Conditions of Auto Renew are agreed upon during account creation, and the service is intended as a benefit to members. It prevents your membership from expiring and saves you the hassle of renewing. We send email or direct mail notification about the pending renewal 45 days before you are charged. You can cancel membership auto renewal any time using the app or your online account. Please visit **************************************************************** for more information.
*************

***** **
Initial Complaint
Date:03/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used my wife and I used our cards(two different cards and accounts) on two separate occasions to pay our bill. Both the cards information was stored, without our consent, and both had an attempted charge for membership renewal.

1. How was our card information stored without or consent or without a disclaimer that our information would be stored.

2. How was both of our cards charged for membership renewal but unsuccessful due to security measures at the bank.
Business Response
Date: 03/07/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have contacted the complainant and discussed the situation. Auto-renew is automatically applied to all memberships upon enrollment as outlined in our Terms and Conditions. The complainant is not listed on the membership, but payment methods have been saved since he used his cards on his wife's membership. This is also outlined in the Terms and Conditions. We explained how to remove auto-renew and remove payment methods but we're unable to make those changes at this time, as the complainant is not authorized to make membership changes without the primary account holder present.
****************************************************************
Thank you - ***** **

*************
Initial Complaint
Date:03/07/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for shipment and expected it to arrive in 5-7 days. One to two days after I placed the order, on a Sunday evening I received an email stating that my order was being delivered by uber. Since I was never asked to choose delivery, I was never given the choice to change the method of how I would receive my order, I thought it was a scam and ignored the email. The next day when I checked the order history on the Sam's Club website, it said it had been delivered. This was impossible because the delivery address is actually a package receiving warehouse (to prevent porch pirates from stealing packages left on a door step) that was closed at the time of the said delivery. I called the warehouse that Monday, no package. I reached out to Sam's club, they agreed to send a replacement order. I made it very clear the order should be shipped only! First I received an email stating that the order was being shipped, then I received an email stating that it would be delivered. I did an only chat, who said I would have to reach out to the store. On 03/04/2025 I called the store, and someone hung up on me 3-4 times without even saying hello. Later that evening I received an phone call from someone who could not speak a word of English. On 03/05/25, I received an email stating that the order had been canceled! I tried calling the store again and at least this time someone answered, I explained the problem. The man said sorry and then hung up. SERIOURSLY! This is how you treat your customers! If I reorder, it will just happen again and again. NO ONE asked me if I wanted to switch from shipping to delivery!!! Seriously???!!! I have been a member for over 8 years, I don't deserve to be treated like this! I make all of my orders through Sams Club, not amazon, not Costco! I want my order and I want an apology. Do not send me any more emails asking how happy I feel about Sams Club, cause I am not!
Business Response
Date: 03/10/2025
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 previous incident, we can see that the requested refund was processed on March 5th. Refunds can take up to 7 business days to process. The member was also sent an electronic gift card for the inconvenience caused. With certain online orders for shipping, we use fulfillment from the local club to get their items to them sooner and we currently have no way to opt out of this and no plans at present to provide a way to opt out. We apologize for any frustration this has caused.
*************

***** **

Business Response
Date: 03/12/2025
There was no policy change, however, per our Terms and Conditions, Sam's Club reserves the right to update or change our policies at any time with or without notice. If an item is in stock at the local club, and the delivery address is within 15 miles, our system may convert the order from shipping to delivery to get the member their items faster. Depending on the items being ordered, future orders could also be fulfilled the same way. At this time, without knowing the specific items the member is referencing, we do not have a concrete answer to give.
***** F.
Customer Answer
Date: 03/17/2025

Complaint: ********

I am rejecting this response because: Because I should be given the choice to pay for shipping to avoid delivery. And to deliver something without placing all of the items in a box, without a name on it and leave it on the curb is unresponsible. It's like you want the packages to be stolen.
There still should be a disclaimer before you click submit stating that items are subject to delivery. I am now very skeptical about placing any future orders. You can close the complaint as the only resolution I can see at this point is to consider if I should start ordering from Amazon or somewhere else.

Sincerely,

B ****** *****
Initial Complaint
Date:02/28/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order online to be delivered express, the order was never delivered to me at all. The first time I called the store I was hung up on while being put on hold for Carryout/Pickup. I then called the corporate number who told me the only thing they could do was send me a refund for over $300 worth of groceries that I might not get for 7 days. I then called back to the store and was told to call Spark, a third party, then hung up on again.
Business Response
Date: 03/03/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The order in question was eventually delivered, but was delayed. The membership associated with this order is now deactivated. We have forwarded the complaint to club management, since Delivery orders are fulfilled by the club.
Thank you.
***** **

*************
Initial Complaint
Date:02/25/2025
Type:Order 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 held a plus membership and Sam's credit card for years.
I was Recently in a club and was solicited and early renewal special. "$50 renewal"
I clarified with a cashier that this indeed was the price for a plus renewal. She said yes and stated she would take advantage of that offer as well. Trusting her I payed the $50 on top of my other items and went about my day.
A week like I get an email prompting me to upgrade for free shipping. I called customer service and was told I downgraded my account. I asked for a refund as was denied that for 90 mins. I was threatened multiple times that if she were to refund me she would deactivate my account. In the meantime my membership was downgraded even though I had two months to got before my plus membership expired. Very rude supervisor who had no customer service or problem solving. My account is still listed as basic when I payed last year for plus.
A call from the US would be greatly appreciated.
Business Response
Date: 02/25/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Mr. ******* contacted our member services contact center on 2/23/25 and was provided a refund of the membership renewal that was paid. He can expect that credit to reflect on the account of the card that was used to pay for the renewal within the next 7-10 business days. Additionally, his membership has now been set back to Plus level and is renewal date for his membership is now 4/15/25, in accordance with what date he renewed last year. Mr. ******* can continue to use the membership as a Plus membership until then and may renew again at his convenience. We will address this issue with the general manager of the club where he made his renewal on 2/8/24 as well.
Thank you,
****** **

*************
Customer Answer
Date: 02/25/2025

Complaint: ********

I am rejecting this response because:
I had to spend nearly 2 hours on the phone begging for a refund after I was told I would not be given my plus membership back. could not pay the difference for my PLUS membership back. The real question here is why I was downgraded when I still had time left on the paid membership? Secondly, why I was threatened over and over that my account would be deactivated if the rep were to process the refund. The store manager at my club refuses to call customers back. I am missing the part why this issue doesn't raise concerns. Customers pay a premium to shop here because they expect a little more customer service than you receive from Walmart. Realistically this could have been resolved so many different ways if just a little bit of humility were exercised.

Sincerely,

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

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.

Complaints

Find a Location

Sam's Club

Sam's Club

Sam's Club

Sam's Club

Sam's Club

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Sam's Club is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Sam's Club is NOT a BBB Accredited Business.