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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

      1700 Wesel Blvd Hagerstown, MD 21740-5389

    • Sam's Club

      5604 Buckeystown Pike Frederick, MD 21704

    • Sam's Club

      5702 Baltimore National Pike Catonsville, MD 21228-1306

    • Sam's Club

      4765 Commercial Drive New Hartford, NY 13413

    Customer Complaints Summary

    • 1,542 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/12/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 having ongoing issues with the online system canceling my orders with cause or reason. I have spot management twice. They then say it is fixed but it isn't. It continues to cancel orders.

      Business Response

      Date: 04/13/2023

      Here at Sam's Club, we continually strive to exceed our member's expectations. 

      I was able to resolve Ms. *******'s concerns by processing the following:

      - Removing the error that was cancelling her orders.

      - Gave her a membership extension on us.

      Our member has my direct contact, and will reach out to me with any further concerns.

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

      Customer Answer

      Date: 04/14/2023



      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:04/12/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sam's club app is automatically set up for automatic payments. Even tho I havent even used them for over year. There is no way to ask for a refund, or a way to contact anyone for help. They didnt get permission to use my card or sign me up for automatic payemynt. I deleted the app thinking nothing of it to get a message from the bank.

      Business Response

      Date: 04/18/2023

      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 attempted to make contact with this member multiple times to assist them with their refund and have been unsuccessful in establishing contact. When attempting to call, we are sent to an error message stating that the member's voicemail is not available. We have sent multiple emails to the address on file, but have not received a response. We would be glad to assist the member with their refund request if they would reply to our emails confirming their information for us.

      ****** C.

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

    • Initial Complaint

      Date:04/12/2023

      Type:Billing Issues
      Status:
      Answered
      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 went to Sam's Club and used 'Scan & Go' to make purchases this afternoon. We have had a discount, shown as Sam's Cash available to use for awhile now, but every time we go to use it, we get an error that tells you to see customer service. I finally had some time to stop in at customer service today, before checking out. The customer service person looked at the app. and agreed we should be able to use the $28.61 discount shown on the checkout screen, but couldn't figure out how to get it applied, so called a manager. The manager came over, after a few minutes, and also agreed that the discount was earned and should be able to be used. She tried a few things, but still couldn't get it to work. She told me that she would get it fixed, or offer me cash instead. After about 40 minutes, and trying various things, she still couldn't get it to work. As a manager, I asked if she could override it, and just give us the cash as promised, but then she said that she couldn't.
      So, I basically wasted all of that time, and walked away without the discount. Then, come to find out, that they charged my card 3 separate charges of $105.06 even though I never checked out and completed the purchase.
      I need all of the charges reversed, especially since I never authorized them, or completed the purchase. Also, the manager should have been able to provide the cash/discount as promised, even if it meant putting on a gift card, which she also mentioned. The discount still shows up on the app. but seems like I will never be able to use it - seems like a scam since we have made the previous purchases to earn it. I still want to know how they will be able to give me the earned credit as well!!

      Business Response

      Date: 04/14/2023

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by ****** C. This member had several charges on their account due to a scan and go issue as well as Sams cash that was not given to this member when switching from a plus to a club membership. This member now has my contact information and the charges did go back to their account. Should they need anything further, I am available to assist.


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

    • Initial Complaint

      Date:04/11/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Placed an order for a new dishwasher order number ***********. It was delivered on April 6 and installed by sams. They also took away my old dishwasher. The unit has not worked since it was installed either due to improper installation or defective unit. I chatted with Sams to get it fixed and they told me to call sams LG support at ************* Sams LG support can not find the order. In the sams club.com system the order does not show delivered so that is probably why it is not showing in the LG support system. I need a working dishwasher and can not get this one working and it’s supposed to be under warranty and should be fixed. I would like Sams to fix the dishwasher or replace if defective. If they can’t do that I want a refund. If they need to pick up the defective dishwasher I understand I just want my old dishwasher back

      Business Response

      Date: 04/15/2023

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by
      the member, a E-gift card was provided to the member for compensation and a partial adjustment. The member needed their dishwasher fixed but LG could not make a soon enough appointment so the member payed his local handyman to fix the wiring issue. 


      Thank you ****** **
      Ref #: *************

      Customer Answer

      Date: 04/17/2023



      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:04/10/2023

      Type:Billing Issues
      Status:
      Resolved
      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 Sam's Club website was misleading when I selected auto-renew. The screen said I would be charged $110 on 4/24 to upgrade my membership, but I was charged today. I want my card refunded for the full $110 and membership to remain at the basic amount. After spending 30 minutes on the phone, I was eventually told I need to go to a club to be refunded without losing my entire account. I'm done being sent in circles.

      Business Response

      Date: 04/12/2023

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

      I was able to resolve Mr. ******* concern by providing a full refund for the membership as well as keeping it open and active so he can pay on his own time.

       

      Additionally, I downgrade his membership per their request and no further action is needed.

       

      Kindest regards,
      ******
      [**************

      Customer Answer

      Date: 04/16/2023



      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:04/06/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      called today 4/5/2023 regarding the register telling me to renew my membership for $110. I previously talked to manager regarding a service issue who extended my membership for FREE yet its showing I owe again. I also filed a complaint regarding the Jackson TN club previously and never got a response back.

      Business Response

      Date: 04/06/2023

      At Sam's Club we continually strive to meet and exceed members  expectations.  The renewal is normally in November and was extended through May 15, 2023 as a courtesy.

      Thank you. 

    • Initial Complaint

      Date:04/04/2023

      Type:Product Issues
      Status:
      Answered
      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 gazebo online and cancelled the order due to the 3rd party installation company not having available dates to assemble the gazebo. I called and cancelled the order via phone. Show Me Home Delivery delivered the item anyway. I called Sams Club to resolve this matter and 2 days later they came to pick up the gazebo. I am still waiting for them to refund my money. I’ve called 4 times now and the call has ended with the representative saying this issue has been escalated to the back office. I continue to get daily calls to schedule a pick up time for the gazebo. It seems that Samsclub.com is not very organized with knowing what is going on. I just want my money back!

      Business Response

      Date: 04/10/2023

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by ****** W. This member had purchased and returned a gazebo. This was picked up and no longer in the members possesion, but was not issued a refund for this since. I was able to get this refunded for the member and am only awaiting confirmation this refund has been received. I have an open line of communication still with ****** to ensure everything gets taken care of in a timely manner for this member.

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

    • Initial Complaint

      Date:04/04/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Ordered pickup order from Sams club. They provided expired items and wilted produce and unsafe conditions as some produce was in direct contact with the pork chop juice which was leaking and not in a protective bag like per their protocol.
      Refused to care for the issue through their corporate chat with pictures provided.

      Pacific Celery Sticks (2.5 lbs.)
      Item *********
      Green Seedless Grapes (3 lbs.)
      Item ******
      Flavor Bombs Cherry Tomatoes (1.5 lbs.)
      Item ******
      Driscoll's Fresh Blackberries (18 oz.)
      Item ******

      Business Response

      Date: 04/10/2023

      ************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. I reached out to the Member and connected them with Club Management to address their concern. Additional retraining will be done with Advocates to prevent this issue in the future to the best of our ability. A point of contact has been established should this Member have any further concerns. * **** **

      Customer Answer

      Date: 04/10/2023



      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:04/03/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 2, 2023, I received a charge to my credit card for a Sam's Club membership. I have in the past de-activated the auto-renew option. I make a practice to never "auto-renew" any membership what so ever. After being surprised of the charge, I went to the Sam's Club Account at 5:20am on April 3, 2023 to cancel the membership. The account did not offer an option to cancel. So I visited the Sam's Club web page to cancel, the site indicated that I needed to visit a store to cancel or cancel using a phone number, which will result in an "eGift" card. I hoped to be able to cancel and be refunded via the phone number. However, the phone number recording offered no cancellation option. I did not visit the store to charge the membership, and I should not have to visit the store to cancel it. What is more, I never approved the charge. Sam's does not provide any authentic and reasonable methods for cancelling membership, even when they erroneously enlist former members. I would ask that Sam's provide a call in number for canceling a membership for refund, that actually works!

      Business Response

      Date: 04/06/2023

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by
      the member, a manual refund was processed today to the card the funds were deducted from. The funds will arrive back into the account within 3-5 business days and the member has been informed to reach back out to me after the 5th business day if funds have not been received.


      Thank you ****** A.
      Ref #: ******-******

    • Initial Complaint

      Date:04/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sam's Club advertised a discounted Southwest Airlines gift card online for Sam's Club members. To obtain the discount, I signed up and paid a fee for the Sam's Club membership. I then placed an order for the discounted Southwest gift cards. I am not being informed that "due to an unusually high volume of order" the order was canceled. My credit card has also been charged for the Southwest gift cards.

      This is a classic bait and switch scheme being run by the company. Advertise an offer available to members and then rescind the offer once the customer has already signed up and paid for a membership. Completely unfair and deceptive practice by Sam's Club.

      Business Response

      Date: 04/10/2023

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by ***** D.***** had placed an order for Southwest Airline electronic gift cards. This member never received them though and was therefore unable to use them. After speaking with ***** we were able to ensure this was refunded back and everything cancelled out. I am continuing to leave an open line of communication since the member did express wanting to replace their order.


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

    Sam's Club is NOT a BBB Accredited Business.

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