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

1,544 total complaints in the last 3 years.
477 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:03/14/2023
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 (8) $25.00 gift cards to Logan's Roadhouse for $150.00 on September 15, 2022. I went to use them while I was in Florida after Christmas and there was nothing on them. I have reached out to Sam's Club and was told because I don't have the original packaging they can not help me. I am out $150.00 I noticed that I am not the only one that has had this issue. I sent them copies of the back of the cards. I have the original receipt from the purchase.
This is wrong and not fair to me as a consumer.
Business Response
Date: 03/17/2023
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Our system records indicated that this member had a refund processed for this purchase on 3/13/23 by member services. The member can expect to see this credit back to the account used to make the purchase within the next 7 business days from 3/13.
****** C.
*************
Initial Complaint
Date:03/14/2023
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.
While checking out at Sam's Club location after waiting over 30min in line cashier refused to check me out because I informed her that I would hand her what I wanted her to scan. She then escalated it by calling over security to try to have me kicked out of store and again this was just an ignorant cashier. I have over 30yrs experience in customer service. The security had another male cashier to ring me out and it happened again. He requested to see my receipt for what I already had purchased. I said ring up my other stuff so I can go. I was in a wheelchair scooter. He refused to hand me back my money and blocked me from moving forward by placing his foot on my scooter. Then the store manager told me I'm banned from the store. If not resolved promptly I will seek an attorney for assault, discrimination and battery. I was blocked from leaving and discriminated based on my handicap. Him blocking me from exiting was threatening. Other customers witnessed this and demanded my money was returned and assisted me leaving. This discrimination must never occur again. I demanded a prompt response from corporate.
Business Response
Date: 03/21/2023
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ******. Due to the members actions in the club, this member has been verbally notified they are no longer allowed within our Sam's club locations. There is nothing further to be done at this point as this member has been properly notified within the club on the date of these actions being 3/12/2023.

Thank you ********
S.
BBB Ticket # *************
Initial Complaint
Date:03/13/2023
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.
March 8th 2023, an order was placed online for delivery from a local Sams Club facility in Antioch, TN. The facility allowed us to schedule the delivery for the 9th of March from 5-7 pm. This order was not fulfilled, and there was no communication from Sams Club on the status, nor a refund or remedy to the situation.

I had to reach out twice on both the 9th and 10th of march to request a refund to the original payment method which was denied at the moment, as they would have to reach out to me directly to "Finalize" a refund to the original payment method.

As it stands this seems to be the group is attempting something fraudulent and as the company has made me reach out to get a response on multiple occasions and not provided anything concrete in regards to an actual remedy to the situation.
Business Response
Date: 03/14/2023
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Upon checking our records, this member was assisted on 3/11/23 by a member service advocate that provided their bank with release of funds information for the authorization hold of the cancelled order as well as an e-gift card as further compensation for the inconvenience.
****** **
*************
Initial Complaint
Date:03/08/2023
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 March 5th, 2023 at 1:24 pm mst I checked in my vehicle to have inspected and patched. When I first arrive the employee asked what they can help with I told them I have a nail on my tire and need it patched. I let the employee know what tire it was and he asked if it was a bolt. I said I was a nail, it sticking out. The employee checked for the nail on my tires and has me reserve to locate the nail and was not able to see it. He said I may have fallen out. I then told him I will like my tire inspected in case it needs a patch. The employee said it will be 45 minutes since they had one vehicle in front of me. After I, and was not in the same area I had seen it in. My tires are in good condition I brought them new less than a year and had not patched them before. have gotten inside the tire. It did not make sense so I asked if they can show me. They take me to the back and show me the screw and the wire they found inside. After I looked at the screw I asked the guy if that was the only nail/screw they found and he said yes. I realized that was NOT the nail I had seen. It was a rusted nail, not a screw, and was not in the same area I had seen it in. My tires are in good condition I brought them new less than a year and had not patched them before. They would not patch it because of the wire which the wire did not go threw the tire or show any damage on the outside. It was a thin long wire with no explanation of how it would be got inside my tire. They wanted to sell me a tire, I do not need to buy another new tire because the ones I have are still in good condition. I am requesting a repair for my tire since they said they were not able to repair it. They need to view those cameras and see what was done to my tire because that screw was not there when the guy checked my tire when I was there and when I check my tire before going to the store. I made it clear it was a nail, not a screw. Now I have an unpatched tire with a screw and they did not want want to patch it.
Business Response
Date: 03/16/2023
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ******** *orres, the club manager and member are making contact and working out a resolution that works best for both parties. Once the member has their tires and investigation is resolved the ticket will be closed.

Thank you ****** **
Ref #: *************
Business Response
Date: 03/23/2023
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by the member, we received word from the club manager that after video and paperwork were reviewed, the member's tire was properly examined and treated by the technician. The member signed the invoice and refused the club's offer of putting on a spare tire and having a water test done. No further action can be done by Sam's Club.

Thank you ****** **
Ref #: *************
Customer Answer
Date: 03/24/2023

Complaint: 19554859

I am rejecting this response because:

The tire was not tired. The employee did Not offer to put the spare nor did I sign the paperwork of work completed. Theic statements are not true. I wrote on a blank paper that they did not offer to put the spare and they turned around and said I refused is a lie.

Sincerely,

******** *
Initial Complaint
Date:03/08/2023
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.
Solicited and lured while at Sam’s with a promise of lower price with current wireless provider (had to provide copy of bill), free iPhone 14’s for all 3 lines and assured the service would work in my home area. I advised I was still under contract and inquired about the early termination fees being covered and was told I could transfer services with no charges. All of which were lies. The bill is incredibly expensive and I cannot afford to pay it. No iPhone 14’s, the bait and switch phones weren’t free. I also was lied to about the return policy and was given the runaround. I was instructed to go to local store to receive a return label and was prompted for $55 restocking fee for all 3 phones, which were unused and still in box. Only to find out Sam’s is not affiliated with AT&T. Added charges of early upgrade fees which I did not authorize. Nor was the option to bring own phone ever mentioned and was tricked into paying a ridiculous price in installments over a course of 36 months. Multiple contacts by FB, because the phones will not call out. We also cannot receive calls and they go straight to voicemail. Texts and data usage are just as bad and can only use through internet Wi-Fi. The guidelines state 14 day return at activation. The representatives indicated, that 14 days started with shipping. Which I argued, but to no avail. According to the Indications, I was still within the 14 days, but was refused to cancel services multiple times. I want out of the contract because of the misrepresentation in addition to not having adequate service. During the representative troubleshooting, the calls dropped off and had spotty service and broke up. I advised, could only communicate through FB, agent stated had to be through live call. This is
deceptive business practices and causing me stress and harm as to not having a reliable phone in case of emergencies. Also, I had to pay $219 upfront. I want a refund and contract cancelled with a zero balance.
Business Response
Date: 03/15/2023
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After attempting to reach our member ****** ****** by phone or email we have been unable to speak with them . We want to confirm a few details regarding their experience in our club, but that information is not delaying addressing the complaint. However, if ****** reaches back out we are happy to speak with them. We look forward to a continued relationship with them.

******* ** *************
Business Response
Date: 04/14/2023
At Sam's Club, we strive to exceed our member's expectations. Working alongside AT&T, this matter has been resolved with the following update. The returned devices have been received by AT&T as of yesterday. AT&T is now processing credit to pay off the device costs and provide refund for taxes paid at time of purchase. Once device credit is processed, AT&T will ensure any remaining charges are removed from the account including any restocking fee(s) so that account is at $0 balance. Should ****** ****** reach back out, we are happy to assist and address any concerns that should arise.

******* **
*************
Customer Answer
Date: 04/14/2023

Complaint: ********

I am rejecting this response because: First of all, thank you forctaking car of the returns and refund. I am not entirely rejecting the offer, but have a few exceptions and concerns.
Having to reach out multple times and receiving different responses, I would like to be compensated (either via a gift card and or Sam's Club membership renewal) for wasting my time and the emotional distress ordeal has placed upon me and my family. This includes the mispresentation throughout the entire process from initial contact for purchase to having the billing cleared to zero. Also, to completely resolve this matter, I would like written billing infornation (via email) showing the zero balance as promised. As I have received a few emails for the iphones and early termination fees; threatening to send the matter to the collection agencies. Once this has been done, the matter will be satisfactorily resolved. Thank you and have a Blessed day.

Sincerely,

****** ******
Initial Complaint
Date:03/07/2023
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 an order for delivery on the sams club app on 3/6/23. I was given a delivery timeframe window from 2-4pm. I never received my order at the allotted time so I went online to chat with an associate named ******* who told me that they would have someone deliver my items between 7-8pm. I never received my items and today is now Tuesday 3/7/23. I once again chatted with another associate named ******* at 8 am who advised me that she reached out to the store and was told they would deliver my order and to call the store directly at ********** if I did not receive it in the next 1-2 hours. It is now 1:53pm and I called the store twice because I have not received my order. I spoke with ******* who first asked if I wanted to cancel my order then told me she had to call me back to find a driver. She calls me and left a voicemail at 12:05 stating she found a driver and they would be delivering my order. I called at 1:41 who told me that another driver would be coming at 3 pm and will deliver my belongings. He advised that the drivers come at 12 and 3. Why is my order being held hostage? This is unacceptable and I paid for a service and have yet to receive it in a timely fashion. I relied heavily on this delivery.
Business Response
Date: 03/08/2023
Please call me at (***) ***-****
Customer Answer
Date: 03/08/2023

Complaint: ********

I am rejecting this response because: I wrote that response and am requesting they contact me at (***) ***-****.

Sincerely,

****** ********
Business Response
Date: 03/14/2023
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ****** ********, member was told on several occasions her DFC order would be delivered but never was. I confrimed with the member that she was not charged fro this order, reached out to the club to provide answers as to why the order was cancelled, and offered and sent a gift card for the inconvenience this all has cause. Member now has my contact information should she need any further assistance.

Thank you ********
S.
BBB Ticket # *************
Initial Complaint
Date:03/07/2023
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.
today 3/6/2023 I noticed a Sam Club Renewal in my bank account and was absolutely shocked. So I hope your ready for this today! Now the app has two cards on file one is an debt card that was hacked, another one is an older credit card number also hacked thanks to Amazon. I have not been using pick up services in long seriously long time; and have gone back to shopping in the store and slide my debt card. My membership today used my debt card that if you look at the banking has been replaced due to Apple pay and Amazon hackers getting my number. The Sams Club app DOES NOT have my card on file that I use but apparently their registers have my card ending in ****. I have absolutely just chewed out the store with zero help. I just called the corporate office for help and customer service and they refunded my money. I TELLING YOU THIS BECAUSE ITS UNETHICAL BUSINESS PRACTICE for any business to keep my debt card on file for any reason whatsoever! I am in no position this week to automatically pay anything extra. I DO NOT EVER ALLOW automatic payments! I think you should know that I know for fact I never gave them this newest card. The only way they got it is that I scan our membership cards- My hubby or mine whichever is closest- and I pay for most of the items at Sams due to the dogs being mine. Ex Dog food, yogurt, fresh fruit that I eat. So how did they get my newest debt card on file? The registers are logging them -gotta be!! (sic) this is absolutely a violation of my personal financial property and I seriously mad over it. What kind of company uses the reason I did not uncheck a box. What box? I never have used this card to pay for a membership!! , Angry! that is what I am today Angry! I have had my checkbook violated! This last $54.00 after my bills is my gas money! I want the company corporate office to correct this and stop it immediately or I am not shopping at Sams.
they need to post signs at registers they log forms of payment to auto renew.
Business Response
Date: 03/10/2023
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. I was able to reach out to the member and provide accurate terms and conditions regarding our auto renewal policy.

After multiple emails, calls, and voicemails, this member has been non-responsive. Should she reach back out, I will be more than happy to assist.

She was refunded for the auto renewal charge as requested and I will be closing this case as non responsive at this time.

Thank you, *******
Initial Complaint
Date:03/07/2023
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 have been going back and fourth with Sam’s club since the 24th of February regarding a return of a subpar product I purchased from them. I have provided them the confirmation of the return also my bank statement to prove that I have not rece**ed the money back from them yet. I have probably 50 emails of them just asking for more and more thing from me to refund me my money. I have called them 3 times and have been g**en the run around from everyone I have spoke with. I don’t think it should be that hard to prove that I haven’t rece**ed my refund yet. This is completely unacceptable and very disappointing that Sam’s club would treat a member this way.
Business Response
Date: 03/07/2023
At Sam's Club we
str**e to exceed members expectations. In regards to the complaint rece**ed by ******* ***** **. This member had not been refunded for an item they returned and continued to get the run around on why the refund had not been done. I was able to manually refund the member as well as open a direct line of communication with this member in case there are any further questions or concerns.

Thank you Veronica
S.
BBB Ticket # *************
Customer Answer
Date: 03/07/2023

Complaint: ********

I am rejecting this response because:

Once I rece**e my money from my return I will accept the response from Sam’s club.

Sincerely,

******* *****
Initial Complaint
Date:03/03/2023
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 ordered a Serta mattress from Sam’s Club and on January 19, 2023 there was $869 taken out of my account twice. When I called them they stated I ordered it two times. I asked that they cancel the second order and refund my money. I have contacted them numerous times. Today is ten business days since my last contact again without refund. Please help me.
Business Response
Date: 03/09/2023
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ****** ******* the member's accidental second order has been cancelled by Serta and the funds will be received back to the original form of payment in 3-5 business days. If the funds aren't received after the fifth business day the member has been informed to reach back out to me via email.

Thank you ****** **
Ref #: *************
Initial Complaint
Date:03/02/2023
Type:Customer Service 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 am plus member at Sams club I have 5 cats I buy at least 2-3 case of cat food a month Sams Club for years refuses to sell me product that they have in stock. They say They need to give other members a chance to buy. I say first come first severed. There is not cat food in the store, but it is available online.
Business Response
Date: 03/16/2023
At Sam's Club,
we continually strive to exceed the expectations of our Members and work hard to improve our service to them.
We are happy to report that we were able to speak with the member and have Informed them of the purchase limit set on certain items, and how the limit is shown on the item at Samsclub.com.
The member understood the reasoning provided.
Thank you,
******
Business Response
Date: 03/23/2023
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Although we cannot reset our limits per membership, I was able to send the member a replacement order at no charge and issue a gift card.
Thanks,
*******
*************
Customer Answer
Date: 03/24/2023

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,

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

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.

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

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Sam's Club is NOT a BBB Accredited Business.