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

  1700 Wesel Blvd Hagerstown, MD 21740-5389

• 

  Sam's Club

  3535 Russett Green Laurel, MD 20724

• 

  Sam's Club

  6410 Petrie Way Rd Rosedale, MD 21237-3034

• 

  Sam's Club

  4765 Commercial Drive New Hartford, NY 13413

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:02/06/2023

  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.

  Order 10031881455 and 10033575711
  
  
  Two 100 google egift card orders from Jan 14 and 19 haven't been delivered and can't be found in their egift card system. Over a dozen requests via chat, email, etc. Asking for either the gift card or refund has led no where.

  Business Response

  Date: 02/10/2023

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We have attempted to contact this member by phone and by email, but have been unsuccessful. Their order was undeliverable due to the chosen delivery email address containing an invalid character, +, which caused the system to place a space in the middle of their email address and render the cards undeliverable. In our attempts to contact the member, we explained this and asked for his permission to refund him so that he could reorder to a valid email address. Since he has not responded to us, we have cancelled the PINs for his gift cards and processed a refund back to the account originally used to pay for the order. He can expect to see this refund credit to his account within the next seven business days.

  ****** **

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

• Initial Complaint

  Date:02/06/2023

  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.

  In July of 2022 we received a complimentary membership to Sam's Club through our cellphone provider. In August of 2022 I cancelled the membership.
  On January 20th of 2023 I found a charge for $50.00 for a renewal of my Sam's Club membership.
  I contacted Sam's Club on the same day and was assured that they would refund the membership fee within 5 - 7 business days. I received a reference number, but no e-mail about the refund.
  On January 26th 2023 I contacted Sam's Club again. The person I spoke to said that the refund was never processed. He apologized profusely and said he would take care of this immediately and I should receive my refund in no more than five business days. I also received an e-mail repeating what they have told me.
  As of today (February 2nd, 2023) I have yet to receive the promised refund.
  This charge has caused an overdraft in my account as well as fees of over $100.
  I am on a very limited income and that is money that I cannot afford to lose.

  Business Response

  Date: 02/10/2023

  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 but have not received a response. Our records show that a refund was issued on 1-27-2023 for the membership fees and should reflect within 7 business days. The member has a direct email to me if they have any concerns. 
  
  Thanks,
  ******* 
  *************
   

  Customer Answer

  Date: 02/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18971202, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:02/03/2023

  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.

  - January 25, 2023
  - $50
  - Sam’s Club charged two (2) credit cards for the membership renewal fee, resulting in an excess charge of $50
  - Agent refused to refund charge and said to contact credit card and dispute charge, even though the charge clearly states “Sam’s membership” on bank statement.
  - Visited the Club and was advised to call customer service.

  Business Response

  Date: 02/07/2023

  At Sam's club we
  continuously stride to succeed members expectations. In regard to the complaint
  received by ***** ******, the member has been non responsive for 5+ days. Due to non responsiveness we are closing this ticket but I've sent an email stating to reach back out if he needs further assistance.
  
  Thank you ****** **
  *** ****** *********

• Initial Complaint

  Date:02/03/2023

  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.

  HORRIBLE CUSTOMER SERVICE: Understand why Sam's BBB rating is 1.2...Called this am after renewal regular membership for$50. Right after renewal received promotion offer to take $40off Plus Membership .Cll CS immediately to verify of the $10 difference could be paid between the cost of Regular to Plus membership. 1st Rep shard he was not able due to wrong dept..transfered to 2ND rep who asked that I callback in 1-2hrs bc Sam's was experiencing computer membership issue. 3hrs later called spoke w/ 3RD rep who didn’t understand question,asked to speak with Supervisor...Escalation Lead comes on phone and asks where, when did I see promo?, asked if I could screenshot image or tell him where was this offer listed he asked this 100 TIMES. Shared that I would want to cancel Membership at this point as the interrogation of being asked over and over the SAME question was degrading he went on to ask 101 time "so were you able to find or send a screenshot"? I expressed do "you honestly think I would call 3x wasting my time for a $40 offer when I've spent 10x as much during sports season on concessions? He didn’t get it and said he needed to verify all images... THIS IS CUSTOMER NO-SERVOCE AT IT'S BEST!!!!!!!!!! my 13 colleagues and I have agreed to cancel our and family memberships of Sam's does not honor THEIR PROMO ON THEIR WEBSITE...and sign up for a COSTCO MEMBERSHIP

  Business Response

  Date: 02/03/2023

  At Sam's club we continually strive to exceed members expectations.  For current club level members  who would like to upgrade to a PLUS membership, the promotion is $10.00 (ten dollars) off the cost of the upgrade which is $60.00 and a $10.00 off an in club shopping trip. Which gives a net  upgrade cost of $40.00.

  We apologize for any confusion and thank you for being a Sam's club Member.

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

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The company DID NOT RESPONSE to the complaint. They only REPEATED what I stated in my COMPLIANT. No RESOLUTION WAS OFFERED!!!
  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:01/27/2023

  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 signed up for membership but they do not allow me to purchase anything from their website. It seems that this company is not a real company. Complete thievery and fraud.

  Business Response

  Date: 01/27/2023

  Good day- At Sam's Club we continually strive to exceed members expectations. We are please to report that Mr. ********* has successfully placed orders that were delivered to him as well. Thank you-*****
  *************
  
  

  Customer Answer

  Date: 01/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  I am rejecting this response because: This is an insufficient response. Please read email correspondence from 2 of your supervisors. They just stated that Sams Club has the right to cut off access to the website and that I could only use their stores. They even had the brazenness to state that this would not impact my membership. What does that even mean-cutting off access to website without impacting membership?! I had to spend hours on the phone dealing with this. Only after I told the supervisor on Wednesday that I had filed complaints with Consumer Affairs in both Arkansas and Nj did she have that restriction lifted. I fully anticipate both of those states to do an independent review of Sams Club's business practices. 
  Additionally, it would be in your best interest to listen to all of the recordings of my multiple phone calls with your reps. You guys did an awful job of welcoming a new member. I have never had such a bad experience. It has led me to believe that you are an illegitimate business. 
  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:01/26/2023

  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.

  Sam's Club charged my credit card for membership on 10/22/22 which appeared on my 11/09/22 stmt. I immediately called the phone # indicated and informed them that we are not and never have been a Sam's Club member & asked that they credit my card for $47.12 they mistakenly charged me. The agent told me this was an auto-renewal account; I again explained we are not members. After that call, I check my old 11/09/21 stmt and discovered that we were charged for membership on 10/22/21 for $47.12 WHICH I OVERLOOKED AND PAID FOR. I informed Citi Cards about the two unauthorized charges for the record. Sam's Club has not refunded the two unauthorized charges.

  Business Response

  Date: 02/04/2023

  At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. In regard to the member's concern, we have reached out and advised that the unauthorized charges be disputed with the member's financial institution. We apologize for any inconveniences this may have caused. 

  ******

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

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  It is Sam's Club responsibility to refund us for the two unauthorized membership charges, as they can check their records to find the culprit by getting the membership number for "the auto-renewal" account that was fraudulently charged to us.  The culprit should be prosecuted; it's nonsense for Citi Bank to take the loss when Sam's Club is benefiting from this illegal act.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/26/2023

  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.

  Going to explain this best I can. Last night (1/22/23) I called to cancel my membership. First talked to a nice lady, didn't catch her name, she said she'll transfer me to her "supervisor" to finish the process. He said my membership ends on February and to turn off autopay and it will cancel on its own. Which I turned it all off after the call, mind you I made sure no balance was on my credit card. Turns out this morning (1/23/23) I get an email from my bank at 9:19am saying my account is in overdraft. Didn't make sense to me, so I checked and $202.44 was taken out from Sam's Club. Reported fraud to my bank. Called Sam's Club customer support again. Again nice lady, said the charge was from my synchrony credit card (Sam's club credit card) she transferred me to a lady for my credit card and just read off my balance, $0. She then ended the call. I go back into synchrony website and it says my account has been closed or blocked. So I can't review anything from my credit card.

  Business Response

  Date: 01/30/2023

  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 and verify that the charge was due to auto pay on the Synchrony credit account and not a charge for the membership renewal. I issued a membership extension for the inconvenience and opened up a line of communication by email if the member needs any further assistance. 

  Thanks,

  ******* 

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

• Initial Complaint

  Date:01/25/2023

  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.

  ref #******** i signed into my act on dec 28 and it showed in black and white $206.61 sams cash available to use. The following day it disappeared and shows $41.42 where did it go ? i did a online chat dec28th with dedra faxed them proof on jan 5th and followed up they said they received it ok. after numerous chats i was told to go to the store so i did. I talked to ruth at store **** in which called tamila on jan 8th/23 and i was promised a resolution by jan18th.The 18th came and went. i did another chat with manager jake tyler new ref #******** he said he escultaed to manager of resolution dept i have had no more contact from them and the sams club cash is STILL NOT added onto my act. Please help as this is sooo frustrating i keep getting the run around . Someone has taken this it cannot be there one day then gone

  Business Response

  Date: 01/30/2023

  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 this member via email to let them know that we have issued them an e-gift card for their missing Sam's Cash balance as well as when they can expect to see that gift card arrive in their email inbox.

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

  Customer Answer

  Date: 01/31/2023

  
  
  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:01/25/2023

  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.

  In July 2022 I entered Sam's Club in Clearwater FL. Upon entering I was approached by some identifying as an AT&T representative. Told him I was not interested, but he persisted. I had at the time t-mobile, paying $70/mn for 2 lines. I was assured over and over they could beat that price, including new phones, special offer for Sam's Club members. It of course will take 2 to 3 mns to see. We'll it's been 6 months, several phone calls, case #s with AT&T and my bills are currently $144/mn. Told onecthing after another, now waiting again. How can Sam's club allow this to happen in their business? I am elderly and have vision in one eye only, kid going from screen to screen, sign here, taking pictures of my license and taking personal data. Someone needs to look into these practices. I called the young man & of course he no longer is employed with AT&T, if he ever was. At&T won't budge on their charges, Sam's Club allowed this scam happen in their store, someone needs to be accountable. Meanwhile I'm stuck in a 36 month contract!

  Business Response

  Date: 02/07/2023

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by **** **********, the member was already assisted by the president's office of AT&T according to her most recent email. No further assistance is needed at this time from Sam's Club but the member can reach out if assistance does end up being needed.
  
  
  Thank you ****** A.
  BBB Ticket #********

  Customer Answer

  Date: 02/07/2023

  
  
  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:01/23/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 11/24/22 I placed an order for 83.66$ on Sam's club website using a temp membership. The order was not delivered. I was told I had to wait for 3 failed delivery attempts then I could ask for a refund. When I did and asked for a refund I was told that because I had used a temporary membership that they could not issue a refund. I asked if they could resend the order or a gift card and they said no. The order number is ***********

  Business Response

  Date: 02/03/2023

  I would like to receive a refund via the debit card used for purchase. Thank you to all involved. I will consider this issue resolved upon receiving refund.