Business Profile

Buying Clubs

Sam's Club

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Complaints

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

Customer Complaints Summary

1,549 total complaints in the last 3 years.
476 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/23/2023
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 purchase four tires from sam in 2018 I believe. Sams warranty states as long as I own these tires free rotation. I went by sam today(Jan 18, 2023) to have this done. And was told by one of the technican he was unable to do this because some of my lugs was swollen and I need to purchase new ones. I told the technican that I was told this sane things before and I replaced them because sams did it. I was not going to replace lugs every time I bring my car for service. Sam rotated my tires last year in Aug but now it can't be done.
I went by toyota to question why they can rotate and balance my tires and sam could not. They didn't understand why because they are using the same socket 21 and I knew this because before I left I ask sams which socket they were using.
This is the third time sams was unable to honor their warranty. The first time I paid Toyota $70. The second time I purchase new lugs and sam did it. This is the third time not purchasing any more lugs and not paying $70 for toyota to do their job because I pay sams. This is ridiculous.
I want sams to either paid toyota for as long as I own their tires or refund my money for my tires. I have attached the same socket toyota uses and you will have to apply some pressure to take off thr lugs. It seems as though the technican didn't apply any pressure just put the socket on the lugs and try to turn it.
I'm retired and don't drive much.
Please help with a resolution that satisfied the customer
Very unsatisfied customer honor your warranty sams. Tired of the hassle back and forth and wasting time and gas.
Business Response
Date: 01/24/2023
At Sam's Club, we
continually strive to exceed the expectations of our Members and work hard to
improve our service to them. Our clubs have very strict guidelines on when they are and aren't able to rotate or replace tires for various safety reasons. Whatever underlying issue has caused multiple sets of lug nuts on the member's vehicle to swell is one such situation in which they are unable to work on the vehicle. As the member's tires were purchased in 2018, they are ineligible for a refund and we are not able to cover the cost of having their vehicle serviced at a third-part business. We have recommended that the member take their vehicle to a mechanic to determine what is causing this damage to their lug nuts in order to have it corrected. If this is not done, our Tire and Battery Center will continue to be unable to service her vehicle.
****** **

*************
Customer Answer
Date: 01/25/2023

Complaint: ********

I am rejecting this response because: I have taken my car to Toyota and their mechanic is able to remove the lugs without any problem. And I was told by a Toyota tech that they have been getting irate customers from Sam's because of this issue. I have been purchasing my tires from Sam's for over 20 yearss at the location in morrow georgia and just recently start encounter these problems with my lugs. I think it depends on the mechanic person as to how well a job is done. Some try harder than other.
I know these swollen lugs can be taken off with the right tools and person.
Sam's should honor their warranty for as long as I have their tires. I can't afford to pay for someone else to service my tires. Should not have too.
If I had know Sam's in morrow georgia don't have the tools or sufficient mechanic to do the work I would have purchased my tires @ Toyota.
Honor your warranty or refund my purchase or pay for another business to honor your warranty. . My tires are in good condition. Don't drive much Retired.

Sincerely,

******* ********
Initial Complaint
Date:01/18/2023
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 withdrew $50.00 from my checking account on 1/15/23. I never authorized this transaction. I called in to have them reverse the transaction and cancel the membership. They stated I was set up on a auto renewal. Note I have never set up for a auto renewal. In pass years I have always gone into a Sam’s location and paid in person for the annual membership. I requested to cancel and have the money refunded. They stated they couldn’t without me giving them my whole credit card #. I thought that was odd that a company like Sam’s Club took the money off my credit card but couldn’t put the money back. They refused to issue my refund of $50 dollars. Anytime I make a purchase and I return something, I never have to provide my whole card # over the phone. The refund is automatically refunded to the card with only verification of the last four digits of of your card.
Business Response
Date: 01/21/2023
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them.

I have spoken with the member and it's been determined that the best course of action would be to receive a refund for their membership fees in one of our clubs. I've left notes on the members account so that member services can assist them when then visit the club.

Thank you.

****
******** ** *************
Customer Answer
Date: 01/23/2023

Complaint: ********

I am rejecting this response. I advised the Sam’s Club representative that I don’t have transportation at this time and cannot get to a physical location. I filled a dispute with my bank and they will dispute the charge of $50.00 dollars.

Sincerely,

******* *******
Initial Complaint
Date:01/17/2023
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 a plus member for as long as I can remember but over the years my business with Sam's club has decreased considerably and this latest incident has reminded me why? I made a mistake of ordering a 85"in TV in the amt of $1999 with sam's club. Needless to say this has bee a mistake from beginning to end. First and foremost sam's club takes almost a month to ship the order and when you complain they cancel your order. Giving them the benefit of doubt I reordered on Dec 19th order#***********. And then I got the privilege to work with the horrible shipping company Sam's uses. AITWordwide provides no updates, miss dates, horrible rude customer service and gives no estimates making the customer wait for ever. All along sam's club takes no ownership in the whole process. The TV was finally delivered on Jan 10th missing estimated date of Jan 3rd. As luck would have it the TV is damaged with the power button caved in and here starts the next part of the ordeal. I have called Sam's club customer service which seems to be outsourced and all they can tell you is that someone will call me in 24, 48 or 72 hrs. After multiple calls, escalation and inordinate amount of waiting on the phone I still have a broken TV sitting at home and no one has addressed this issue. I was originally hoping for a replacement but after this ordeal I don't think I want to deal with sam's club. If they can't handle basic customer service, I wonder how they will keep up with the warranties and other issues. Horrible. Just incase sam's club leadership is looking into this here is the service requests. *************. My next point of escalation is to address this with my credit card. and I am cancelling sams club plus membership and membership in general. I have a costco in the neighborhood with much faster shipping, responsive customer service and stand behind their products.
Business Response
Date: 01/18/2023
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's TV was successfully picked up on 1/17 after they were assisted by one of our executive escalations team members. Their refund has been finalized and should be visible in the account used to originally pay for the order within 3-7 business days.
****** C.
*************
Customer Answer
Date: 01/19/2023

Complaint: ********

I am rejecting this response because there was no sincere effort made in resolving this effort. From ordering to delivery to trying to get the defective unit picked up, this was a tedious task having to spend inordinate amount of time on the phone on hold, having to to deal with agents who didn't know how to handle the issue to escalating - overall a extremely miserable experience.
I finally got information that a refund will be issue but this shouldn't be so complicated and painful.

Sincerely,

*** ****
Initial Complaint
Date:01/17/2023
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.
All of my Sam's Club purchases, made online for delivery, shipment and pickup, are being cancelled for no reason. I contacted Sam's Club corporate office on January 5, 2023, and was told that this issue was caused by a new software that red flagged my account. After speaking with ******* *****, she assured me that the issue would be taken care of by Monday, January 9, 2023. I placed another order on Monday, only to have the order cancelled. I spent almost 2 hours on the phone with another Resolution Specialist who told me that she would issue me a $60 e-gift card for the problem. However, I received no gift card. I had to run to the club and pick up all of the items. I attempted to place another order today, January 13, 2023 for an item that is not sold in the clubs. My order was again cancelled after 30 minutes! I have attempted to call the corporate office, only to be transferred to the call center located in India. I give them the reference number, and they disconnect the call! I am beyond livid! After reading through online forums, this is a KNOWN issue with Sam's Club since May 2022...and they have refused to fix the problem!
Business Response
Date: 01/17/2023
At Sam's Club we continually strive to meet and exceed members expectations. We are happy to report that this issue was resolved on 1/16/23 and the member is pleased with the outcome. Thank you *****
Customer Answer
Date: 01/19/2023

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:01/17/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ****** ****** and I have been given permission to act on behalf of the member and cardholder, ******* ******.

The information below is in relation to a charge of $738.23 made by Sam's Club to the Mastercard of ******* ******.

On *Monday, *January *9, *2023, **8:36:06 AM EST or hereabout I contacted Sams Club customer support, I spoke to ******* who gave me a reference number "*************". During this call she promised I would be refunded "646.80" due to an order "Order ***********", which was scheduled at time of checkout and due to be delivered 10 days ago "January 3rd" and as of today, Jan 13th, it yet to be delivered, or even attempted to be delivered. I informed ******* the tracking number I used claimed there had been a future delivery requested by FedEx, but that I had no requested it, and at this point the money should be returned, and if they want their item back, they should talk to FedEx. This happened after I gave her a chance to see if she wanted to call FedEx, to inquire about the package and attempt to get them to deliver it to me, which she declined to do...

Just to be clear here, under ******* **** ************ ** **** * ****** *****)

"* ****** ******* *** ******* ** ***** ** ****** **** ** ********** ***** *** ***** ** ****** ********** ******** ********** ************ *** ******** ** ******* **** *** ********* ** ********* *** ** *** ********* ********** ** *** ****** ** ***** *** ******** ** ***** ** *************"

If FedEx, by no request of either myself, ******* ******, Sam's Club, or anyone else outside the company, say by mistake, is holding the property, simply to deprive me, ******* ******, Sam's Club, or any other party involved who may rightfully have a claim to the property, that is theft, under ******* ***...

Today, instead of getting "646.80" ******* ****** was given instead, a refund of $10.50 for the single item of the 3 that had since been delivered, which is a discrepancy of over $630.
Business Response
Date: 01/17/2023
At Sam's Club we strive to exceed members expectations. We have confirmed that the refund was indeed processed to the original form of payment. We also issued a gift card for the inconvenience. Thank you.
Initial Complaint
Date:01/12/2023
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 December 23, 2022, Sam's Club automatically charged my credit card $110.00 to renew a business membership. We had been in to the location in Cookeville, TN a couple of weeks prior and signed up a new personal account and told them not to renew the old account. When I saw the charge on the credit card, I called Sam's Club. The representative said a credit was being issued and would take 5-7 days to show up on my credit card. It is now January 12, 2023 (20 calendar days/12 business days) and I have made 4 calls, spoken to 5 different people, sent two emails and still do not have the credit on my credit card. This is the worst customer service. When other organizations issue credits (including Wal-Mart) they post to my credit card within 1-2 days.
Business Response
Date: 02/02/2023
At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. In regard to the member's concern, we have submitted a full refund for the membership fees. We apologize for any inconveniences this may have caused.
******

*************
Customer Answer
Date: 02/03/2023

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:01/11/2023
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 January 8th, 2023 Sam's club charged my Citi credit card $50 (See Below). However, auto pay was shut off. I called Sam's club customer service and spoke with a Kamron (Customer Service/Supervisor/Call Center) from Benton, Arkansas. I explained the situation and told him to refund the amount and he refused. For this reason, the division/department of Sam's club that handles these disputes needs to be fully aware of this situation so they can refund me my $50 dollars. Please escalate this complaint.
Hi, ****. The transaction with SAMS MEMBERSHIP ************ AR has posted to your Citi® Double Cash account.

Amount: $50.00
Merchant
SAMS MEMBERSHIP ************ AR
Date
01/08/2023
Time
05:22 AM ET
Business Response
Date: 01/13/2023
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by **** **********, the member has been refunded and will receive the funds back within 3-5 business days.

***** *** ****** **
*** ****** *********
Customer Answer
Date: 01/13/2023

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:01/10/2023
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.
I have a plus membership at Sam's Club. It entitles me to free shipping on certain items. I have noticed that when ordering items covered by free shipping, the price goes up, up to a dollar per item. This is absolutely NOT free shipping. I do not drive so I am stuck using their not-free shipping frequently, but I probably have paid hundreds of dollars over time on hidden shipping fees. It is easy to see the price difference if you compare pickup with Plus shipping on the website,
Business Response
Date: 01/14/2023
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them.

We've spoken with the member regarding the issues they were having on our website. It appears the issue has been resolved and we've provided the member with an eGift Card for the inconvenience.
Thank you.

****
******** ** *************
Customer Answer
Date: 01/18/2023

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:01/05/2023
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.
Plus membership ID # *** ***** *********. Order *********** placed Dec 27 2022. This is the 2nd time within 3 months Sam's Club has cancelled my online order (Order *********** Sept 24 2022) without my knowledge nor consent and has failed to notify me that they have canceled my order for no apparent reason. I paid more money for my membership to have the free shipping for online orders. It appears Sam's club is failing to honor their membership agreement. When I went to check on my order it stated "cancelled." I immediately started chatting with Jose, who could not offer any explanation nor apology for Sam's blunder; but instead just as the last time stated would forward to another department to look into 48-72hrs later. I stated this is not acceptable that it does not take that long to see why Sam's Club has yet again canceled my order for no reason and failed to notify me. I requested to be transferred to a supervisor twice. Jose disconnected me. Please let me know what Sam's Club is going to do in order to rectify these errors.
Business Response
Date: 01/10/2023
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This member was part of an even wherein a system issue prevented them from ordering online, but still allowed them to purchase items in-club. This issue has since been rectified and the member is once again free to order items online.
****** **

*************
Customer Answer
Date: 01/16/2023

Complaint: ********

I am rejecting this response because:
Is it Sams.com policy to disconnect a customer when they request to speak with a supervisor? Was this the same reason this happened a few months ago and nobody could provide any type of explanation?

Sincerely,

******* *******
Initial Complaint
Date:01/04/2023
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.
Charged for old membership on 7/20/2022 that I shared with an old roommate years ago. Informed Sams customer service I no longer used the service and cancelled it. Was told I would receive a refund. Purchased a new membership with my wife shortly after and never received refund for old membership. Contacted Sams a second time weeks later and was told I would receive the refund within ten business days. At this point Sams still hasn’t sent the refund and is in violation of Visa’s regulations. The card charged was a credit card that I had not used for Sam’s previously.

Immediate return of $100 via check (overnighted) is needed in order to resolve this issue. I would also like to be contacted promptly by the department head of the Sam’s corporate billing department in order to resolve this issue promptly.
Business Response
Date: 01/06/2023
At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Mr. *****’ complaint, we have issued a gift card as a refund for the charge he did receive for his renewal. We apologize for any inconvenience this may have caused.

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

Customer Answer
Date: 01/10/2023

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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Sam's Club is NOT a BBB Accredited Business.