Business Profile

Buying Clubs

Sam's Club

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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

1,541 total complaints in the last 3 years.
477 complaints closed in the last 12 months.

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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:03/28/2023
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.
Order ***********
I had ordered some household needs on Sam’s club as a first time customer and this is by far one of the worst companies that I had to deal with. They’re worse than stage 4 terminal cancer. They’re worse than terrorists and isis. These frauds took my money from me. I even disputed the charge and still didn’t get my money back. I know it’s been a few months but I’ve been so busy lately. The order number was Order ***********. This was for some household essentials. And which I never got. And I contacted and explained to them countless times and their customer service is worse than terminal cancer. I explained that I didn’t get any delivery yet from you guys. It’s probably stolen. Or there must be issues with transit or whatever it is regardless I never got anything. I have the tracking numbers and saw all the pictures of the delivery as well. They’re probably stolen. And the customer service people were nothing but cancer and thief’s and helpless and just stage 4 cancerous type service they provided me. And they’re all terrorists. They’re all frauds. Love to steal money from all their customers. They don’t care for their customers. Customer service is beyond terminal cancer and Terrorists combined and I have still yet to get my refund to this day. I was supposed to get my order on around the end of December of 2022. Their customer service is beyond useless and helpless. They’re all frauds and thief’s. They steal peoples hard earned money and it’s beyond disgusting. People attention!!!! Learn from my experience and avoid this fraud at all cost. Learn from my experiences take your business else where. These people are snakes. Every aspect of this business is worse than stage 4 cancer and terrorists combined. AVOID AVOID AVOID. Learn from my experience. They robbed me of almost $300. Exact total- 250.34. Still didn’t get any help or refund for not getting anything I ordered.
Business Response
Date: 03/29/2023
At Sam's club we continually strive to meet and exceed members expectations. We have informed the non-member that we do have confirmed delivery and that they need to dispute the charge with their bank.
Thank you,
************

Business Response
Date: 03/29/2023
We are terribly sorry we are unable to process and refund as FEDEX has confirmed delivery to the address on the order.
thank you.
Customer Answer
Date: 03/29/2023

Complaint: 19855979

I am rejecting this response because:

This is what I’m hearing from the beginning. These terriosts have been fooling me since the beginning. Not caring about anything that I’ve been saying from the beginning. This company is worse than terminal cancer. Their worse than isis. Attention people. Do not Learn from your mistakes. Learn from my experience. This company are nothing but frauds. Their worse than terminal cancer and isis combined. Avoid this company at all cost. Their business is to take peoples hard earned from no matter the circumstances. People learn from my experience and don’t spend your hard earned money on these terrorists. Even after this BBB complaint and explaining my situation countless times. They’ll still rob you. This company. There’s no way out if you lose money like I did. Avoid at all costs people. They don’t care about their customers. This company is worse than isis and the pandemic combined. I want everyone to learn from my experience.

Sincerely,

******* ****
Initial Complaint
Date:03/27/2023
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 received a $50 charge on my credit card from Sam’s Club & an email stating, “Good news, we’ve renewed your membership & charged your credit card”. I had no intentions of renewing as I no longer go there. This was not a recurring charge - the year prior it expired and I renewed it myself in the store. Businesses may not decide to set up recurring charges & not tell anyone! I emailed the store, received a voice mail in return stating “we are sorry you’re unhappy, please call us”. Called, got voicemail, told them to refund my money. They never did. Emailed them again & informed I was going to do a credit card dispute. Still haven’t heard back from them. Sam’s needs to acknowledge they can’t just renew and charge people who haven’t requested a renewal. They also need to refund my $50.
Business Response
Date: 03/29/2023
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ***** ******. This member was auto renewed without the knowledge this would be done. Member has informed me they went ahead and disputed the charge with their bank, but I have let the member know should she have any further questions or concerns she can reach me directly.

Thank you ********
S.
BBB Ticket #*************
Initial Complaint
Date:03/27/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was restricted from making purchases through the website with no no apparent reasons and no explanations. Live chat and customer service calls were not very helpful and was put off multiple times and told they would review my account and get back with me but never did. Finally found out they said I had a restriction on my account and couldn't order online and no one knows why and can't do anything about it.
Told me I could go cancel my membership at the store and acted like they didn't care. The supervisors name was *********.
Business Response
Date: 04/01/2023
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ***** ******* This members orders were being cancelled without warning to the member. After speaking with them, I was able to get this to the correct team to get cleared as well as having a tech ticket open to ensure there isn't anything wrong on the application end since he did say this only seems to be happening when ordering through the mobile app. I am continuing communication with this member to keep a close eye on their next order and ensure this is resolved properly.

Thank you V*******
S.
BBB Ticket **************
Initial Complaint
Date:03/24/2023
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.
I made an online purchase and was charged for a membership renewal. I have reached out via chat which was useless and via email over a week ago with no response. I do not want this membership, the order was being placed for a current member and there is no need for me to pay for this.
Business Response
Date: 03/24/2023
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Our records indicate that this member had already received a refund for their membership fees withdrawn by an autorenewal on 2/18/23. As noted in our Terms and Conditions visible on our website, members may only receive a refund for their membership fees once per year and we have informed the member of this as well. However, we have issued a refund for their accidental second membership renewal as a one-time courtesy. The member will be able to see that refund credit back to the account used to pay for the renewal in 3-7 business days.
****** **
*************
Customer Answer
Date: 03/29/2023

Complaint: ********

I am rejecting this response because: I still have not seen the refund on the card????

Sincerely,

******* *****
Business Response
Date: 03/30/2023
Our records indicate that this member had already received a refund for their membership fees withdrawn by an autorenewal on 2/18/23. As noted in our Terms and Conditions visible on our website, members may only receive a refund for their membership fees once per year and we have informed the member of this as well. However, we have issued a refund for their accidental second membership renewal as a one-time courtesy. The member will be able to see that refund credit back to the account used to pay for the renewal by 4/4/23.
****** **
*************
Initial Complaint
Date:03/23/2023
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 an internet router at a very good price online. It didn't show any shipping progress, going two days past the estimated arrival day, andI went online to chat about it. I was told there was a "process" hold-up and that someone would get back to me in 1-3 days. I then went back online and saw that the order had been cancelled, and the item was now showing out-of-stock. I saw it in stock at Amazon at the same time (in stock, but $25 more). I am reasonably sure that Sams cancelled the order because it was sold too cheap. I had purchased a Sams Plus membership to get good shipping on this item, which cost me an additional $60. I don't know if it is illegal to bait and switch, but I certainly feel it was unethical at the very least.
I have gone ahead and ordered the product from Amazon.
Business Response
Date: 03/24/2023
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ****** L in regards to a refund for the plus membership purchased to place an order. I was able to get this member fully refunded for the membership upgrade and addressed the issue with the cancelled order. ****** has a direct lineof contact to myself should there be any further questions or concerns.

Thank you ********
S.
BBB Ticket # *************
Customer Answer
Date: 03/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me. The company's representative went above and beyond to make this right.

Sincerely,

****** *****
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Feb 27 2023 at 3:00 a Sams club shopping cart was blown into the side of my car leave a dent in the driver side. After calling and being redirected for almost a month now. I was told by ***** ***** that she will being denying my claim since Sams is not responsible for the damages done by Sams club property. ***** was beyond rude claiming I was lying multiple time and constantly raising her voice when called out on wrong information. When asked for her supervisor information she told me no and was refusing to transfer me. After ten minutes of adjuring back and forth she promised a supervisor call. She rudely hung up the call stating it was going no where because she was not going to approve the claim even though my car was damage by Sams club property.
Business Response
Date: 04/03/2023
t Sam's Club we strive to exceed members expectations. In regards to the complaint received by***** **************. The member was given a WCS claim number. I was able to get the WCS department involved to make sure we open a line of communication with both myself and the claims department. I continue to work with the member to ensure this gets covered correctly and the member gets the claim finished in a timely manner.

Thank you ******** *.
BBB Ticket # *************
Initial Complaint
Date:03/22/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/21 I purchased (2) e-gift cards for Southwest Airlines from SamsClub.com both e-gift cards were delivered however one had the "incorrect" pin code (per Southwest). I've spent over 6 hours thus far trying to get a resolution to this issue between Sams Club Chat, Phone, and even a Supervisor, all told me something different. Originally I was told to contact Southwest but I spent a long time being transferred to various departments until I was told I needed to contact Sams Club. It is "simple" either cancel the gift card and reissue another one or credit back the credit card one or the other how hard is this? Nobody from CSR to Supervisors seems to be able to assist. Still, waiting for the "back office" to contact me, now I am told it may take up to 72 hours for a back office person to contact me? This isn't fair to the customer thus is my complaint this is an unfair practice and was supposed to be modified by Sams Club after their litigation in the past but obviously, the process isn't revamped as nobody seems to be able to resolve such an easy thing.
Business Response
Date: 03/22/2023
Here at Sam’s
Club, we continually strive to exceed our members expectations.
I have issued Ms. ***** a full refund as requested for the defective item included in her online order.
Ms. ***** expressed her approval of this resolution, and she has my direct contact if she has any additional concerns.

Thank you,
*******
*************
Customer Answer
Date: 03/23/2023

******** is the complaint number THANK YOU! Immediately upon receipt of notice from BBB Sams Club Corporate responded and has issued the refund. Please close the case. THANK YOU so much.
Initial Complaint
Date:03/22/2023
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.
I made a purchase online for a stroller in August 2022. The back wheel pops out and it squeaks. I checked Sam’s Club return policy and per their policy this particular item can be returned at any time. I accessed my purchase history on the Sam’s club app and it allowed me to submit a return request. When I did that it gave me the option to take the items to my nearest store or ship it back. I chose to take it in to my nearest store and they refused to take it. They said it can’t be returned past 90 days. I explained to the supervisor what they have as a return policy online and they refused it. I called customer service and they also said they will not accept my return because it has been over 90 days. I went back to the Sam’s club app and I was able to obtain the return label. I need the return authorization from them to ship this back or take it back to the store but they are not being helpful. I need a refund because I can’t use this stroller squeaking and the wheel popping out with my infant in it. My baby is 3 months old and this is a hazard to her. Please help.
Business Response
Date: 03/22/2023
At Sam's club we continually strive to exceed members expectations. Ms. ******* has not been a member since October 7, 2022. Our return policy is for active memberships only. We recommend contacting the manufacturer for a possible replacement and or repair. We apologize for any inconvenience. Thank you
Customer Answer
Date: 03/23/2023

Complaint: 19616470

I am rejecting this response because: I have been a member and to continue being a member. I don’t know why my automatic renewal was not processing. When I was in the store they told me I was able to renew but they were not able to accept the return since it was past 90 days. I have no problem paying for my membership. When I called Sam’s Club and spoke to the representative he told me he had reached out to his supervisor and manager and they stated they cannot accept the return even if my membership was active. You guys are providing contradicting info and have false advertisement on your return policy. I did contact the manufacturer the same day I reached out to Sam’s Club and they state I should be able to return this item back to Sam’s Club as they are not able to do anything on their end. I need to a solution asap.

Sincerely,

***** *******
Business Response
Date: 03/24/2023
Please provide your active membership number as we are only able to locate an expired one.
Thanks.
Initial Complaint
Date:03/22/2023
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 a curbside pick order at my local Sams Club in Southaven MS on March 16th for about $500 worth. On March 17th, the estimated pick up tome window passed and my order still was not ready. I called 15 times and no one in that store answered. I called again the morning of March 18th, after the 9th call, someone picked up and told me my order would be ready latest that day in the evening time to pick up. Night time came and nothing. And again no one answered the phone calls. My app does not allow me to cancel for some reason. On today March 19th. I tried calling the entire day. Not one single employee or manager answered. The only Sams club representative i could get in touch with, was online and they told me they could not help me. Which i took screenshots of the conversation. Tomorrow will be the third day that i do not receive my $500 worth of items. I am not an atm and struggle with money. I do not have money or enough time to wait for someone at sams to refund me. Its all i had.
Business Response
Date: 03/24/2023
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After attempting to reach Mr. ********* by phone or email we were unable to speak with him. If Mr. ********* reaches back out we are happy to assist him. We look forward to a continued relationship with him.

******* ** *************
Initial Complaint
Date:03/21/2023
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.
To whom this concerns. I have tried on several attempts to have this problem corrected I have called 3 times and have 2 referral numbers I have live chatted and went to store in person to try to resolve this and at the store they just say I am sorry online is a whole different entity - which is fine, but still could'nt give me a better number then the number you find online which only goes to the Philippines and you spend more time trying to figure what is bein said then the problem- my problem is I placed an order on Feb 12 2023 order# *********** for a Westinghouse generator at the cost of 799.00 (tem *********)..

they said they would del by march 3.. the price was on sale until the Feb 26 2023. I would ck my order to see if it hopefully would ship early -well on Feb 25 2023 I saw that they canceled MY ORDER NO REASON GIVEN…just so happens that on Feb 26 2023 the price is longer good at 799 but now 999.00.well I tried for the next 3 days just to see if it was out of stock and NO I was able to put in cart and pay but I canceled just shy . I also had the 4 people I had talked to try it and all said yes its avail just at 999.00again I have tried several times and means to find out why . I talked with angie at noon on 3/1/23 she said to buy it again at 999 let them charge your card then call us with this ref# *** ********* and we will give you a refund.Ha I don’t think so. you know ill never see that refund..I talked with a man named ***** 3/10/2023 1210pm he said a special team will contact me so I gave my email and phone # NEVER HEARD FROM ANYONE AGAIN..today is 3/18/2023.. I also did a live live chat and again they had no reason as to why they cancelled my order.I cannot find the live chat number she gave as a ref. Its has become obvious to me that sams' has become to big to fail and don’t care about customers because one gets screwed and leaves another will takes its place . No one should have to go thru all of this for the right thing to be done. I would like my generator at the cost it said would sell it and delivered free of charge as it stated and fix your customer service. I will even pick it up at the store if need be .. My family was a sams club member but after this Im not sure we want to be associated with sams any longer . Think Ill go back to Costco.

Frustrated- Disappointed

3/18/2023 905am
Business Response
Date: 03/25/2023
At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received from Mr. ********, he was able to place a new order which has already shipped out. We apologize for the inconvenience and have issued our member a partial refund credit for the difference of the missed sale.

There is no further action needed at this time, however Mr. ******** can reach me directly at anytime via email.

Thank you,
*******
[230321-029622}

Business Response
Date: 04/04/2023
Here at Sam's Club, we continually strive to exceed the expectations of our members. In regard to Mr. ********'s issue, I was able to confirm that he did recieve the promised adjustment to his account. I was also able to remain in contact with him, per his request, until his item arrived yesterday [3/03]. There is no further action needed at this time.

Kind regards,
*******
[230330-024183]

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Sam's Club is NOT a BBB Accredited Business.