Complaints

This profile includes complaints for Sam's Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sam's Club

  2101 SE Simple Savings Dr Bentonville, AR 72712-4304

• 

  Sam's Club

  2700 N Salisbury Blvd Salisbury, MD 21801-2143

• 

  Sam's Club

  424 George Clauss Blvd Severn, MD 21144

• 

  Sam's Club

  9750 Reisterstown Rd Owings Mills, MD 21117-4120

• 

  Sam's Club

  100 Elm Ridge Center Dr Rochester, NY 14626

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:02/15/2023

  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.

  I purchased a ring on 11-27-2015 from Sam,s club & Gastonia NC 28056.I have an 8 year plan on it.I only wore the ring on Sunday's to church .The ring got to small so I put it in the box.So in december of this year I decided to take it to the jewelry store to get sized.The jewelry store told me it had 3 stones missing.So I took it aother jewelry store they told me the same thing.So I came home & called Sams care plan they had me to send the ring & for a repair. I also told them to size the ring.They said it would take 15 days to repair it.I got the ring back & 3 days.The ring had roungh edges on side the prongs bent.I called them & explained to them that I was very disappointed about the repair work.They had me to send the ring back to them.I told them I did't want the ring they mess up I want a store credit so I can get aother ring.I have to keep calling them talking give them 3 days the manger said 48hrs they,re giving the run around. They want call me back.They still have the ring I finally got an email this morning from them talking about they repairing it again.Im tried all I want is a store cedit to purchase aother ring.I don't want that ring I been dealing with this over a month This morning is the 1st time I have heard from them.Yesterday them told me oh yeah we will send you the ring in two days.I sid I don't want the ring your jewely messed it up.Now this morning emailing me talking about they are repairing the ring again.I just want a store cedit so I can purchase a new ring I PAID $1,499 FOR THAT RING.I'm being mistreated by Sam's club.Please help me to get a store cedit.Thank you.I have my receipt but I don't know to upload it to you'll but if you'll would email me i could get my job to email you'll the receit.

  Business Response

  Date: 02/21/2023

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. I am in direct contact with this member, and am currently waiting on her reply with her detailed warranty documentation so that I can reach out to our warranty service team on her behalf and continue assisting until resolved. 

   

  Thank you, ******* *************

• Initial Complaint

  Date:02/10/2023

  Type:Sales and Advertising 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 received a sale flyer from Sam’s club on January 29th. In it was a doorbuster
  Sale on a Lexington theater power recliner regular 599.00 mark down to 299.00 from February 4th to February 6th. We called on February 4 at 2am to
  Order the chair on line, and was told they were sold out, meaning they never
  Had them at all.. false advertising. When I called and complained, I was told I could buy one for 599.00 and they would refund me 300.00 after the chair
  Was sent out. This is a shady practice. I would like to have that chair for the original sale price of 299.00. Please help me resolve this.

  Business Response

  Date: 02/13/2023

  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 come to a resolution to purchase at the sale price. The member also has my direct email if needed in the future. 
  
  Thanks,
  ******* 

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

  Customer Answer

  Date: 02/13/2023

  
  
  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:02/10/2023

  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.

  My Order was placed on December 23, 2022,
  
  My Order # ***********
  My order was for Item # *********, the order was processed without any issues and Sam's Club provided an estimated delivery date of January 29, 2022. Sam's Club proceeded to outsource the delivery process to a third-party vendor Metropolitan Warehouse & Delivery. The delivery has since been canceled twice due to "weather". The representative from the delivery service then stated that their next available delivery time would be 3/20/2023 since they only deliver to ******* once monthly. So now my product is just sitting idly in their warehouse gathering dirt and moisture. Given that the delivery company cannot appear to deliver the product within a reasonable amount of time and claims to be unable to drive in anything other than summer conditions, I would like Sam's Club to reissue my order to me and utilize an alternative delivery vendor. After speaking with a representative from Sam's Club about the issue (************* ***** ** ) they informed me that there was nothing they could do to resolve the issue. Given that Sam's Club is electing to conduct their deliveries with a business that does not share their beliefs with regard to customer service, I would recommend that they elect to contract out their deliveries with a more reliable company in the future.

  Business Response

  Date: 02/13/2023

  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 issue a partial refund. I also followed up with the carrier and asked they reach out to the member if they can provide a sooner delivery date. The member has a direct email to reach me in the future. 

  Thanks,
  *******

   

• Initial Complaint

  Date:02/09/2023

  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 have not pay my renewal membership because I don't want to renew. So they send me a credit card statement saying I have a late payment which is not true because I have not bought anything there. It my renewal fee for my membership which such not be counted as late

  Business Response

  Date: 02/28/2023

  At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. The member has indicated that they do not wish to be contacted by us any further. Should they change their mind, we are happy to assist with the concern - we can be reached at ***** ********. We apologize for any inconveniences.
  
  ******
  
  *************

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair 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 have made pick up orders with sams club and everytime, someone gets my info and trys using my account to make purchases will walmart. I've had to close 2 credit account and have changed to password less sign in, I'm now getting the verification codes sent to phone, so I see when they are trying to sign in. Can something be done, it's fraud.

  Business Response

  Date: 02/13/2023

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. When a member places an order for pickup or delivery from club, none of the club associates have access to their payment information used for the order, with the exception of the last four digits of the card used to make the purchase. While this does mean that there is no chance a Sam's Club associate is taking the member's information and using it to attempt to place orders, it does mean that we are unable to provide any information as to who is making the attempts. We would very strongly recommend the member change the passwords to their email and any frequently used apps or accounts to new passwords that are at least sixteen letters and numbers. If any unauthorized transactions do go through, we would recommend immediately disputing the charges with their financial institution and filing a report with their local police department. We apologize that we cannot be of any further assistance with this issue.

  ****** **

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

  Customer Answer

  Date: 02/14/2023

  
  
  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:02/08/2023

  Type:Service or Repair 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 placed an order (number ************). I am please with the order. The order said I could get a rebate of $15 if I spent more than $50 on this product -- and I spent $50.79 plus tax. I saved my receipt -- but the link on the Sams webpage does not work. And when I contacted Sams via Chat twice I was disconnected and the third time I was left hanging by a rep as the page could not load in her system. If she can't load it how am I supposed to? I would just like the refund information so I may do it for my Kleenex. Sams advertises it but is unwilling to share it. Thank you

  Business Response

  Date: 02/21/2023

  At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them.
  
  Member was unfortunately unresponsive to our attempts to reach them. We have made contact with them and have a solution to address their issue. Once the member responds,
  we will gladly assist and point them in the right direction. Thank you.
  
  ****
  Incident #: *************

  Customer Answer

  Date: 02/21/2023

  
  
  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:02/08/2023

  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.

  I was auto-renewed in December of '22 after accidentally signing up in '20 thinking I was signing up for Good Sam - yes, I'm a mess. I cancelled, but was auto-renewed in December of '21 and when I called to note that I had cancelled, they assured me I would be refunded and would not be auto-renewed again. Silly me, I never checked and never was refunded. That was more my fault, but I was assured I was cancelled, so it was out of sight, out of mind for me. Fast forward to this year, I've been renewed again, and I immediately emailed noting there was a mistake. I was emailed back right away saying someone would get back to me, no one ever did. I emailed again - same response. Went to social media and they continue to tell me they are looking into the matter, yet nothing is ever resolved. At this point, it's fraud, and I'm pretty shocked that so many other people are experiencing the same thing when I see forums online. They always respond, but just tell me what I want to hear so I shut up for a while. I want my money back, and now I want last year's back like I was promised. You guys should have just cancelled me, I never would have even noticed the money you never reimbursed last year like you said you would...

  Business Response

  Date: 02/13/2023

  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 the concern by issuing a refund for the last 2 years. The member was pleased with this resolution and has a way to reach me directly. 
  
  Thanks,
  ******* 

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

  Customer Answer

  Date: 02/13/2023

  
  
  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. I’m just bummed it had to get this far in order to be heard.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:02/06/2023

  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 Feb 3 2023, I made a new sams club account and paid for plus membership for the sole purpose of buying 24 apple watches. All orders were canceled without email or phone call explanation as to why, I spent $80 on a sams club membership + plus membership and my order got canceled. I only bought the membership for said purchase and it was unjustly canceled. I am requesting a full refund of my plus membership and the base membership as I wasn't able to use it, please mail me a check and close this account. No, I am not going to go to a physical sams club location to ask for a refund unless you guys want to give me a uber voucher for the transportation to/from sams club and an additional monetary compensation for the time spent going there, coming back, and waiting in line
  
  Membership account # *** ***** *********

  Business Response

  Date: 02/10/2023

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by Allen Wang, the member has been non responsive for 3 days and we have closed the ticket. A final email was sent stating if a reply wasn't received by 4 P.M. CT on 2-9 that the ticket would be closed.
  
  
  Thank you ****** **
  BBB Ticket *********

• Initial Complaint

  Date:02/06/2023

  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 bought TurboTax Deluxe 2022 Fed+Efile+State Software (order ************ on January 16th but never received it. Nor could I locate it at **************************** * contacted Sam's Club several times since, and they kept giving me a reference number and promising someone would investigate and contact me within 72 hours, but nobody did.
  
  I asked them for either the software delivery or a refund, yet none were forthcoming. My family and I cannot file their taxes because of this delay, and the customer service and lack of follow-up are appalling!

  Business Response

  Date: 02/07/2023

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Upon investigating the member's order, they requested delivery to an email address that contains an invalid character, a "+" in this case. Because their listed email address contains this invalid character, the system is unable to process this delivery and the order was cancelled. The authorization hold for this member's order will drop off within the next seven business days and the member will need to reorder their software to a different email address.

  ****** **

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

• Initial Complaint

  Date:02/06/2023

  Type:Sales and Advertising 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.

  You mailed me an instant savings magazine that started today 2/4/2023. Item 980375037 states $50.00 off, now $149.98, regular $199.98. Says this in the magazine and online. When placing the order the instant &50.00 saving goes away. I called and did not get the name of the first agent who placed me on a long hold, came back and said it is a system issue, to place the order and they will adjust it. I did while on the phone with her, order ***********, for her to then tell me I have to call back ti get the adjustment. Ridiculous. I asked to speak to a supervisor, IVR said I was next in line with a wait time of 35 mins. ******* gets on the line, loud chirping of her home low battery in her fire alarm. She signed and was clearly having a bad mourning, talked over me the entire time and hung up on me. I am a new customer and this is my first online experience and it has been awful. I called back and asked for the Corp office number, another agent said they are in contact with the Corp office and gave me an incident number ************* and transferred me to the same line where the hold says I am next in line and weight time is 36 mins. This is a joke. Unacceptable and fraudulent. False advertisement on paper and online. Your service is awful. I wait the adjustment made to my creditcard I used for the purchase. You can not lie and steal customers money! I want to me contacted asap. I am still on hold. I have been dealing with this for 1.5 hours. Not acceptable. I wait all calls pulled and reviewed so you can see how your customers are being lied too and treated.

  Business Response

  Date: 02/07/2023

  At Sam's club we continually strive to exceed members expectations.  The grill was extremally popular and we are currently out of stock which is why one of your orders were cancelled. We do see that you were able to do a club pick up order for the grill and you did indeed pay the sale price. We hope you enjoy your purchase.

  Thank you-

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

  Customer Answer

  Date: 02/07/2023

  
  
  Complaint: 19332599
  
  
  
  I am rejecting this response because:

  I would like to know if you reviewed all of the calls I made? The awful service I received! The supervisor hanging up on me? This was my first and only online order as it was awful and took hours due to your staff. I canceled the first online order, you did not! I then had to drive 45 mins to pick it up and then had to wait another 45 mins for them to bring it out. NOT a good experience at all!
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 02/21/2023

  Good day,

  We have reviewed the contacts.  Ms. ******* was  able to purchase two grills on 2/4/23 and was issued a gift card as well. 
  Sam's Club considers this matter as closed. Thank you.