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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

      424 George Clauss Blvd Severn, MD 21144

    • Sam's Club

      6410 Petrie Way Rd Rosedale, MD 21237-3034

    • Sam's Club

      100 Elm Ridge Center Dr Rochester, NY 14626

    • Sam's Club

      100 Thruway Plaza Buffalo, NY 14225

    Customer Complaints Summary

    • 1,547 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/28/2023

      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.
      On February 16th, 2023 i noticed a sam's renewal on my bank statement that i did not approve. I never set this up on auto renew. I called the 1-800 # and requested a refund. They told me i would need to go in the store to do a credit refund or a gift card. I told them i lived 45 minutes from the nearest Sam's and that they drafted that money from my account and they could issue it back to my account. The gave me a reference number and ask for my debit card number so it would be put back on my card, I did not receive the refund so i called back on 02/27/2023 and the reference number given to me don't exist. They gave me another ref # and i have yet to get my refund. They need to shut this store down. Especially after reading all the same reviews.

      Business Response

      Date: 02/28/2023

      At Sam's Club we strive to exceed members expectations. In regards to the complaint received by ******* *******, the member was provided a manual refund 2/17/23 on the Visa card ending in *****. 

      Thank you ****** A.
      BBB Ticket #********

      Customer Answer

      Date: 03/01/2023



      Complaint: ********



      I am rejecting this response because: they said the money was put in my account on 2/17/23 the money was not there. This is 3-1-23 its been more than 5-7 days. I havent, i repeat have not received my refund.



      Sincerely,



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

      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. We have attempted to reach this Member through phone and email regarding their Membership Refund concern and have been unsuccessful. We have confirmed that a refund was submitted on 02/28/2023. There were no errors and it should have reflected to their form of payment in 5 to 7 business days. If this is still not the case, the Member can reach us at (***) ***-**** for further assistance.

    • Initial Complaint

      Date:02/27/2023

      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.
      On August 30, 2022 I purchased four Goodyear tires for my 2020 Volvo S60 from Sams Club in Grapevine, TX. They installed all four tires that day, I was asked if I had locks on my wheels and my answer was no - as I was not aware that I did. Friday, February 24, 2023, I went to the Sams Club off of Golden Triangle in Keller, TX as the Grapevine, TX location is currently closed due to damage from a tornado. The purpose of my visit was to have my tires rotated and balanced. ****** helped me out and asked me if I had locks on the wheels, to which I answered no - and he told me would be finished in about 30-45 minutes. ****** came to find me while I was shopping around, to inform me that there ARE locks on my wheels but no key to unlock. The only people who have TOUCHED my tires since the car was brand new was the Grapevine Sams location, which means they did not place the key to unlock the wheels back in my vehicle when my tires were replaced in August. This resulted in me having to go to Grubbs Volvo in Grapevine and purchase a new wheel lock and key set, as well as pay for the old locks to be taken off and have the new locks put on. I am requesting reimbursement of $118.00 for what the dealership charged me, as well as what Sams Club believes to be reasonable for my time as I ended up having to take the whole day off of work to make sure I could drive safely - if I had a flat tire without realizing the key was missing, I would have had to have my car towed. I have also called corporate, however, have not heard back.

      Business Response

      Date: 03/02/2023

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by **** *******. Member had additional fees due to a local club not providing the tire lock key after installing a set of tired for the member. As such, the member had additional fees to have them taken off and replaced. I was able to get this member in contact with the proper person in her local club to get this additional cost reimbersed. I continue to communicate with this member while we ensure this gets covered in a timely manner.


      Thank you ********
      S.
      BBB Ticket #******-******
    • Initial Complaint

      Date:02/27/2023

      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.
      On 7/26/22, I ordered a Playstation 5 from SamsClub for $765.59 to be delivered on 7/28/2022. I requested signature confirmation or direct delivery and took off work to ensure I would be home. I received an email 7/27/22 stating the package had delivered, but no package was received (Tracking number: ************). I have security cameras that surround my building, that give me direct line of sight of the ONLY entrance to our complex and allows me to see the ENTIRE parking area in front of EVERY residence. The tracking information that FedEx provided states that the package was delivered at 12:08PM EST on 7/27/22. NO FEDEX TRUCK WAS IN THE ENTIRE PARKING LOT THE ENTIRE DAY ON 7/27/22 PER VIDEO FOOTAGE. I contacted SamsClub to advise and they refused to initiate a Lost Package Trace. They refused to reimburse me for the item or replace the item. I contacted FedEx again to advise and they refused to open a Lost Package Claim because ONLY THE SHIPPER can initiate a claim. I contacted Discover to reverse the charges. SamsClub sent the tracking info to Discover and Discover reversed the credit on my account. No goods were received from this order, but I am being billed for it.

      Business Response

      Date: 03/03/2023

      ************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have contacted the Member and after reviewing their concern, a refund has been issued for their order. If they have any further questions, they can reach us at (888) 746-7726. We consider this matter closed. - **** K.
    • Initial Complaint

      Date:02/27/2023

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My renew date was Jan 11, 2023. I have paid 02/25/2023 for renew. The next renew date is Jan 11, 2024. I haven't used this card for a month and half. The card was suspended for member. I believe the next date for renewal should be 02/25/2024. That a whole year since payment. Please correct it. Renewal order # Order ***********.

      Business Response

      Date: 02/27/2023

      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 resolve this concern by extending the membership through 2-25-2024. The member also has a direct email to me if they need any further assistance in the future. 

      Thanks,
      ******* 
      *************


      Customer Answer

      Date: 02/28/2023



      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:02/27/2023

      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 use Sam's branded credit card to shop at Sam's Club and have Sam's cash from 2022 as well as from multiple previous years at least 2 more years if not more.
      I emailed Sam's customer service but was told they do not have the tools to assist me even though I emailed them photos of evidence, its been months.
      I have previously tried to get my Sam's cash out at store but they claim they don't have records of my Sam's cash in their system and to deal with corporate.
      I would like Sam's Club to properly review the issues and let me redeem my Sam's cash from 2022 and all unredeemed Sam's cash from previous years. I would also like previous year statements from the partner bank that issues Sam's credit card to see if I have additional Sam's cash that was not redeemed.
      I also have other issues.
      Please contact via email.

      Business Response

      Date: 03/06/2023

      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 reached out to the member by email with no response. So that we are able to look further into this, we need the member to reply to the emails we sent at their earliest convenience.  

      Thanks,
      ******* 

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

    • Initial Complaint

      Date:02/23/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a dryer through Sam's club website. When the dryer arrived 2 weeks ago from Samsung I realized that the dryer would not work because I didnt have an electric outlet for it. So I had them return it. A week later I contacted Sam's club and asked why I hadn't received my refund. The girl assured me it would be taken care of. I noticed on 2/22 I still hadn't received my refund. So I called again. I was told by another person that the first girl never processed it! She said that she would have to contact Samsung. I asked why? The first girl already did. They did this when I returned a tv. It took them over a month to process my return! I don't understand why a person has to fight for refunds from Sam's club? They owe me 641.11 and they aren't giving it to me! I need to fight them for it!

      Business Response

      Date: 03/02/2023

      At
      Sam's Club, we continually strive to exceed the expectations of our members and
      work hard to improve our service to them.

      We quickly gained proof of return on the order. It was set up for return and refunded in our system, member will receive the refund within the next 5-7 business days.
      Members needs have been attended to at this time.

      ****
      Incident #: *************

    • Initial Complaint

      Date:02/17/2023

      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.
      We placed an order with Sam's Club online on 2/10. I received part of the order, but nothing about the remainder. When I looked online it showed "in transit" with Fedex. I was trying to be patient, but when there were no updates for several days I called into the 800 number. I got a man who was very hard to understand, plus there was a lot of back ground noise. He basically told me that all my items would be at my house by 2/20, even though the app does not show that or the tracking information. In addition, he said that one of the items was damaged so our account would be credited. I was shocked that no one from Sam's reached out via email or anything to let us know. Then while were discussing the replacement item, we conveniently got disconnected. I ended up chatting with someone through the app. I was appalled and took a screen shot of everything. They basically told me that same thing, but didn't offer to help with the credit or replacement item. Said they could help me, but while I sat with no response for several minutes came back and said to call the 800 number if I wanted a manager, after they said they could help me. The the wrote that they were disconnecting the call to help other customers! I couldn't believe my eyes how unprofessional these reps were! In addition, I still have no answers about a credit, my items or a replacement. I can't believe Sam's allows this kind of customer service!!!!

      Business Response

      Date: 02/21/2023

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by ***** and *** ****, I was able to provide a E- Gift card for the trouble on this as well as getting replacement items out to this member. I have continued communication with the member to ensure these replacements get to them in a timely manner.


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

      Customer Answer

      Date: 02/22/2023



      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.  However, it's sad that a customer can't just call in or chat with a representative online and get help.  One shouldn't have to go to such measures as the BBB to get basic help with an online order. It's very disappointing, as I expected more from Sam's.  We'll definitely think twice when our membership is up for renewal.  



      Sincerely,



      *** ****
    • Initial Complaint

      Date:02/17/2023

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/14/23, I contacted Sam's Club Credit Card number ***************) and spoke to a female representative concerning paying over the due amount of the balance would go to the cash advance balance to bring the total to $3000.00. I checked the website for my balance information and nothing had changed. I made over $3000 in payments within two days, and there was no change in my cash advance. I called back on 2/17/23 and spoke with a female representative, and we got disconnected. I called back and spoke with a male representative and provided him with my phone number so they can return my call in case we get disconnected, so I did not have to go through the whole automation process. The gentleman constantly talked over me and was disrespectful. I asked to speak to a supervisor concerning this matter, and ***** #******** was very cold and unempathetic to my needs. I asked about making the minimum payment and how can I pay towards the cash advance in case of emergencies. ***** told me that the merchandise would have to be paid off first before anything would be credited to the cash advance. I mentioned to ***** that I made a payment on February 2nd and 3rd and that money went to the cash advance why didn't the other money not go he could not provide me with an answer. I asked ***** for their complaint contact information and he provided me with a P.O. Box number. I asked if they had an email or telephone number and he stated no. It appears that each representative has their own way of explaining things, and that is frustrating when I get told one thing, then someone else tells me another, and I get disrespected by customer service representatives.

      Business Response

      Date: 02/22/2023

      This concern deals with sensitive information regarding Synchrony Credit. Please direct this concern to Synchrony Credit Card Services.

       

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

      Business Response

      Date: 02/23/2023

      Good afternoon,

      This is a credit issue with Synchrony Bank.  Please forward this complaint to them as Sam's Club has no visibility to credit card accounts.

      Thank you.

      Customer Answer

      Date: 02/23/2023



      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:02/16/2023

      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 received a overdraft fee on an account that my memebership fee was renewed from when the card i indicated on file was to be changed to another card, in fact, they tried to charge that account several times and when they couldnt get the membership to renew they charged the old card that wasnt even supposed to be on file anymore resulting in my bank overdrafting my account and incurring an overdraft fee. The card wasnt even supposed to be on file, i had told them to remove it months ago because my physical card is missing in my house.

      Business Response

      Date: 02/22/2023


      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 Issued the refund.

      The member was very pleased with the resolution.

      Thank you,

      ******


      Business Response

      Date: 03/06/2023

      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 resolved the concern by issuing a refund. The member also has a way to reach me directly if need. 

      Thanks,
      ******* 

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

      Customer Answer

      Date: 03/06/2023



      Complaint: ********



      I am rejecting this response because:

      I HAVE NOT RECEIVED THE REFUND THEY KEEP SAYING THEY HAVE ISSUED, THEY KEEP LYING SAYING THEY HAVE ISSUED IT AND I HAVE NOT RECEIVED IT YET, I HAVE RECEIVED SEVERAL MESSAGES SAYING THEY WILL REFUND AND I HAVE TO WAIT THE 3 TO 5 BUSINESS DAYS FOR IT, FROM THE FIRST DAY THEY FIRST STARTED SAYING THEY WOULD ISSUE THE REFUND,  IT HAS BEEN 17 BUSINESS DAYS!!!!!! I WILL ACCEPT THE RESOLUTION ONCE ITS IN THE ACCOUNT THEY SAY ITS GONNA BE IN. I WILL NOT ACCEPT THE RESOLUTION UNTIL I RECEIVE THE MONEY BACK, THIS IS NOW A MONTH LATER.



      Sincerely,



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

    • Initial Complaint

      Date:02/16/2023

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Friday 2/10/2023 I called the Sam's customer service number as I was having issues adding cards to my newly re-opened Sam's account.
      After waiting in hold for 30plus minutes a man answered with a heavy accent. I explained the situation. He said he needed to verify my credit card information, name address and birthday. Knowing I called the real actual Sam's customer service number. I gave him my information. The phone call was very strange. Several different pre-recorded messages played, and he kept saying, just say yes. One was for a company called Value plus another a health company. The messages said you would be charged monthly for the benefits and you could cancel at anytime. I was so taken back by the entire situation and told him , this isn't right. In between each recording he gave me numbers to write down, which seem to be the same amount of numbers that Sam's uses to create an incident case. The number he gave me doesn't exist, along with a fake employee number and an 800 number he said to call after our conversation was over. The call lasted about an hour, and I hung up at the end. I did live chat and call back the same customer service number as it is the only number listed to speak with one of their customer service agents. The phone call seemed to be hi jacked or taken over by this man and his pre recordings. My credit card was charged by these other companies . I cancelled my card and shut my account. However, this customer service agent is probably still scamming people , when you call their phone number. I have followed up with no call back from Sam's yet. Everytime I call I feel as if I am speaking with someone not located in the US and they like this man may be out sourced and could also steal information. I have an incident number and they say they are investigating , with no results. They did credit my account for the membership as I cancelled it. This person who works for them made calling Sam's Club customer service a nightmare and compromised my information.

      Business Response

      Date: 02/17/2023

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After full review and speaking with the member ******** we were able to confirm the member's calls in to our Member Service number. We have also assured that the requested refund was in process to make the member whole from this issue. ******* was pleased to hear from us and with our resolution.  We look forward to a continued relationship with them.

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

       

      Customer Answer

      Date: 02/17/2023



      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,



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

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