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

  2700 N Salisbury Blvd Salisbury, MD 21801-2143

• 

  Sam's Club

  424 George Clauss Blvd Severn, MD 21144

• 

  Sam's Club

  5604 Buckeystown Pike Frederick, MD 21704

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:01/03/2023

  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 around noon on 12/31/22 to be picked up between 4pm-5pm that day. I had an issue come up and I was unable to pick up my order between the listed time, and the store closed early at 6pm apparently for the day. I received an email at 7pm and it stated that they were going to put my order back if I did not pick up on 1/1/23... the day they were closed. I contacted Sam's on chat to be told that it's my job to call the store to make sure my order is available on Monday morning. Apparently, there's only a 24 hour hold for items now, when there used to be a 3 day hold. This is something that Sam's has not bothered to disclose to me a plus member. I also reached out to Sam's on social media to be told once again it's my job to call the store on Monday morning to make sure the order is still available.
  
  Now common sense tells me that 24 hours would be 4pm-5pm on MONDAY, since the company feels it needed to be closed for New Year's Day. But no one on chat or social media seems to believe this to be accurate, but again, it seems like common sense to me.
  
  I'm very upset because this is FORMULA that is needed for my child, and things happen that caused me to not be able to pick up between the timeframe I thought I could.
  
  I also do not feel like it's my job as a PLUS member and a PAYING consumer to babysit this billion dollar company to do their job correctly.
  
  **Email only**

  Business Response

  Date: 01/13/2023

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The member was able to pick up their order on 1/2/23. We have reached out to the member by email to explain that the cancellation email is sent by an automated system and that the clubs must manually cancel any orders that pass the 24-hour past the original pickup time. Because of this, any order that would normally be unable to be picked up due to the clubs being closed will always be available on the next operating business day.

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

  Customer Answer

  Date: 01/17/2023

  
  
  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,
  
  
  
  ****** *******

• Initial Complaint

  Date:01/03/2023

  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.

  On december 06, 2022 I asked Sam's club to not automatically renew my membership, on December 07, 2022, they took $50.00 from account. I called headquarters from December 07, 2022, to the 29th of December, I was told I could get my money refunded back to my account by the 26 or 27 of December, my money has not been refunded as of yet. I called again I was told to go to Sam's club and get my refund they told me I would have to contact headquarters, I went to Sam's club in canton several times to get my refund, I keep getting the run around from headquarters, I want my $50.00 refunded back to my account, this matter needs to resolved in timely manner.

  Business Response

  Date: 01/04/2023

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We are happy to report that we were able to speak with the member and have resolved the issue with a refund through a gift card and extension of the membership. The member was very pleased with the resolution.

  Thank you,

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

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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 cancelled my membership at sams club and have unscribed from there emails 3 times but still continue to have recieve them all day long. The last time I called their customer service line I had to wait an hour and 20 minutes.. I would appreciate assistance helping to have this problem resolved. I have attempted to call my local sams club, but noone ever answers the phone.

  Business Response

  Date: 01/03/2023

  At Sam's club we continually strive to exceed our members expectations. We are happy to report that we have removed Ms. ****** email address.  Happy New Year. Thank you-***** 

   *************

• Initial Complaint

  Date:01/03/2023

  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.

  From Dec. 22 to Dec. 26th, I have been unable to purchase items online at samsclub.com. I order and the items are cancelled without my consent. They do not send me an email explaining. Since they are apparently not in the USA any longer, I have had issues speaking to anyone. Sams club has a 100% Guarantee Return policy. They have frozen my account with no communication.I got through today to Customer service and she told me my account was under review? I am visually impaired,I am not able to go to my local club.Appreciate your help please.

  Business Response

  Date: 01/07/2023

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them.
  
  After investigating the members issues with online order cancellation, our technical team has resolved all problems causing cancellations. Member is able to begin purchasing online once again.
  A Sam's Club eGift Card has been issued for the inconvenience. Thank you.
  
  ****
  Incident #: *************

• Initial Complaint

  Date:01/03/2023

  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.

  I was charged for a renewal membership I did not authorize. I called for a refund after an hour was told a refund would be issued back to the card in 3-5 days. This caused an over draft on my account and left me $50 short for the holidays. I waited the required days and no refund. I looked through my email and saw an email stating that they were cancelled my refund because they had reached out and I did not respond. They did not leave any messages or such to indicate a return call. I called several times and was either hung up on left on hold for 30mins and then disconnected or disconnected EVERYTIME I tried to get an answer with the supervisors. I want my full refund of $50 for the membership that was cancelled but still charged for

  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. In regard to the member's concern, we have reached out and the member verified the issue was already resolved. We apologize for any inconveniences this may have caused.

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

• Initial Complaint

  Date:12/30/2022

  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 renewed my membership on 11/12/2022 at the cost of $110. On December 16th, I placed an online order to pickup in stores. This was cancelled including items scheduled for shipping. I contacted sam's club who indicated it would be resolved in 3 days. This didn't happen and orders I placed over the 10 days. Each of the tickets I have opened with their team say it takes 24-72 hours to fix but none have fixed the issue. no one will call me back and no one is responding to email correspondence.
  
  Ticket numbers are below:
  
  ************* ************* ************* ************* ************* 
  Each time i have been placed on hold for up to 2 hours and there is not been ay way to speak to someone who can resolved this. apparently this is some part of an elusive order management team that has nothing better to do than lie.
  
  in addition, i was unable to place orders and drove to the store to pickup the items on multiple times only to find that the items were cancelled.

  Business Response

  Date: 01/09/2023

  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 making sure the glitch was fix and issued a extension on their membership) . The member was very pleased with the resolution. Thank you, *****

  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,
  
  
  
  ***** ********

• Initial Complaint

  Date:12/30/2022

  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 playstation 5 bundle which included 4 x $25 vouchers. When I attempted to redeem them, they were already redeemed. I contacted Sams and they referred me to Sony/PlayStation and refused to help. Playstation confirmed the bundle was created by Sam's club and they were the issuer of the vouchers and need to reissue other vouchers. Order **********

  Business Response

  Date: 01/02/2023

  At
  Sam's Club, we continually strive to exceed the expectations of our Members and
  work hard to improve our service to them. We have issued a 100.00 credit back to the original form of payment, please allow 3-5 business days for this credit to appear. We apologize for the inconveniences. Thank you ***** G 

• Initial Complaint

  Date:12/30/2022

  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.

  Regarding incident#: *************
  12/19/2022 placed online order for club pickup, order was canceled without any notification or explanation. I placed several other orders between 12/19 and 12/23 for club pickup - all orders auto-canceled within 30 minutes. I made several phone calls to the customer service number and advised that my orders were canceled and I would like to know why.
  On 12/23/2022 I was finally transferred to the escalation department. I explained the issue that all of my club pickup and online shipping orders are being canceled automatically without an email advising of such, or any other information. I was told they would check with the order management team.
  12/26/2022 I received an email indiciating: "Unfortunately, after a review of your account, we are unable to remove the flags preventing online shopping at this time. We apologize for the inconvenience."
  12/27/2022 I called the 800 phone number and requested the escalation team - finally was transfered to someone and I gave backstory as to why I was calling. I requested to know why a flag had been placed on my account not allowing me to place online ship orders or online orders for club pickup. I have been a Sam's Plus member for 16 years. I was told "they do not receive any other information from their tech team as to why online orders have been flagged to cancel and not ship. The tech team has the final decision on not allowing online orders and there is nothing that can be done about it. But, you can still shop in store".
  
  I want to know why the flag has been placed on my account, and why it will not be lifted. This is not acceptable. My desired outcome is to have the flag removed from my account to allow me to order online for shipping, as well as online ordering for club pickup.
  
  
  Happy to Help,
  
  DJ
  Resolution Specialist II
  Executive Escalations
  Sam's Club Home Office
  Bentonville, AR 72716

  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.

  We are happy to report that we were able to speak with the member and have Resolved the concern.

  The member was very pleased with the resolution.

  Thank you,

  ******

• Initial Complaint

  Date:12/30/2022

  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 called on 3 separate occasions and spent over an hour of my time on the phone trying to get a refund for an “auto-renew” membership I never set up for auto renew. They have told me 3 times now that it’s being refunded to me but I still have not received a refund. They canceled the membership but will not give me my money back. It’s extremely frustrating being repeatedly lied to. I could have really used that money for Christmas but obviously they do not care. When I call I get people that barely speak English and I can hardly even understand what they are saying ,

  Business Response

  Date: 12/30/2022

  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 successfully initiate a refund for their auto-renewal. We have, additionally, reinstated their membership for the year   as compensation for the time and frustration related to this issue. ********  was pleased to hear from us and with our resolution.  We look forward to a continued relationship with them.

• Initial Complaint

  Date:12/28/2022

  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.

  First of all I could never get call and reach someone in Automotive to schedule a tire rotation. I had to physically go into the store only to have the option to schedule for a future date. Today, I go for my appointment for the service and nobody is there. I go to the customer service desk and they advised me they are open just no one has came in yet but the next shift is at 11am and to just wait and see. Wait and see ? I had to take off work for this appointment and no one knows what’s going on at 1050am! Well, waisted day and time off work to drive all the way down to the Des Peres store for nothing! How can management not know what’s going on and at least call and let people know not to come down! Sams Club is degrading in Customer Service. 20 years member and I probably will not renew. Seriously have to consider paying someone else to rotate my tires. Foolish of me to think the Sams Club Advantage really applies any longer.

  Business Response

  Date: 01/07/2023

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by ***** ****, I received confirmation yesterday that the member's vehicle was serviced in club yesterday and the member needs no further assistance.
  
  
  ***** *** ****** **
  *** ****** *********