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.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sam's Club

  2101 SE Simple Savings Dr Bentonville, AR 72712-4304

• 

  Sam's Club

  5702 Baltimore National Pike Catonsville, MD 21228-1306

• 

  Sam's Club

  9750 Reisterstown Rd Owings Mills, MD 21117-4120

• 

  Sam's Club

  100 Elm Ridge Center Dr Rochester, NY 14626

• 

  Sam's Club

  100 Thruway Plaza Buffalo, NY 14225

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:12/27/2022

  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.

  My in laws purchased tires for me at Sams Club and a free installation was offered due to a special. The first issue I had was they did not mount my spare. The more serious issue was that after bringing it to the dealership for it driving oddly, I was told that I was either sold a faulty tire or they did not even balance the tires because so much weight had to be added to the tire. The local club was no help which is understandable that they could not help me since they did the faulty work to start with. I called corporate and they offered the same resolution which was to bring it back to the club and have them do the work the dealership did to fix their issue.
  Obviously this seems like a huge safety risk that the tires had this amount of issues after being brand new and I hope that now they are actually balanced I won’t have issues.
  Unfortunately I had to pay three dealership to do this properly

  Business Response

  Date: 01/10/2023

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by ****** ******, the member is being given an E-gift card and a refund.
  
  
  ***** *** ****** **
  *** ****** *********

  Customer Answer

  Date: 01/11/2023

  
  
  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:12/22/2022

  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.

  Sams Club refuse to refund my Plus Membership ($115)

  Business Response

  Date: 12/31/2022

  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 paid. We apologize for any inconveniences this may have caused. 

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

• Initial Complaint

  Date:12/22/2022

  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.

  The business charged me for a membership renewal that I did not want. They made it almost impossible for me to cancel. No option through their app or online. Required to call and wait for them to connect me for a long time. It is very sleazy business practice. And they have very sleazy people taking your card number if you try to cancel and they say they will refund. It was $110 and auto renewed. This is highway robbery

  Business Response

  Date: 12/22/2022

  At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Ms. *******’s complaint, we have issued her a refund in full for the auto charge she did receive. We apologize for any inconvenience this may have caused.
  
  ***** **
  *************

• Initial Complaint

  Date:12/22/2022

  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.

  On 11/11 I ordered a cookware set on the Sams Club website. After almost 2 weeks of checking the site and consistently seeing the item had not even left the warehouse yet I contacted customer service to see if I was eligible for a refund. On 11/22 I spoke with a rep who told me the set had not yet left the warehouse and he would issue me a refund which would take 5-7 business days. On 12/6 I had still not received a refund and the status on my account with Sams said “refund in progress.” I contacted customer service again and this time was told my refund had been “escalated” and someone would call. No one called. I checked again on 12/7 and was told my package had arrived and that’s why it was escalated. I told them I never received a package and explained the situation and again was told a supervisor would call. Again no call. I called again on 12/10 and was told this time that my refund had been sent to the “manual refund” team and I would see a refund in 3-5 business days. It is now almost Christmas and I have called 3 more times and STILL have no received my money back even though I am constantly told it will be “a few more days” and STILL no one that has promised to call has called me. This is ridiculous that my money is being essentially held hostage and no one can explain why. I am out $200 and never received a package!

  Business Response

  Date: 12/31/2022

  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 processed a full refund for the order. We apologize for any inconveniences this may have caused. We consider this matter now closed.

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

• Initial Complaint

  Date:12/20/2022

  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.

  Order ***********
  
  Returned item weeks ago. They keep telling me they processed refund, it never showed up.

  Business Response

  Date: 12/23/2022

  ************* 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 this Member and were able to issue their refund after confirming the return. We have also issued an eGift Card for the delay in assistance. - **** K.

• Initial Complaint

  Date:12/20/2022

  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.

  order # *********** - (4) 48lbs of Purina dog chow and (1) 36lbs of Purina puppy chow tossed on the sidewalk of delivery address Monday 12-12-22 which is 4401 Harford Rd Baltimore MD (Safeway supermarket). No one can tell me where my 5 large bags of dog food are which cost me close to $150. I called the Sams club, I called the Safeway store ( Management knows nothing of delivery). I called the store that I ordered from and ask to speak with management that never happened ( this was 3 times), I called Sam's Customer Service who directed me to a delivery company...I did not order from them! I ordered from Sam's Club and expected to have a positive resolution to my concerns! I have been given the runaround since early this morning... I have animals that must be fed, and I used my Sams club credit card because I had no money and delivery was offered. I am filing this complaint for an investigation of their delivery services and their unfair treatment with lack of concern with my full refund. No one has offered to resolve my concerns with immediacy. This is total unprofessionalism, a lack of customer service and taking advantage of customers. I will not have my money taken for merchandise not received. I just want my money credited back to my account. when I called the credit card services which is synchrony, their telling me that it could be 60 days for resolution...why? where is my merchandise or where is my money!!!! neither as of yet

  Business Response

  Date: 12/22/2022

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by
  ********** ********, she's been provided a refund for the 5 missing items and the funds will arrive back into her account within 3-5 business days. 
  
  
  ***** *** ******
  *** ****** *********

• Initial Complaint

  Date:12/20/2022

  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.

  Yes my order number *********** i ordered a tablet for my grandson and the item is missing! I have been on hold with multiple agents telling them that My package is missing and that its probably because i live in a rural neighborhood where the road is new, they have not wanted to help me , I contacted my police department they said they cannot write a police report for me since the issue is not an emergency or a serious issue. This was a 1019$ order the police arent helping me and so isnt sams club what else am i supposed to do i cannot keep begging my law enforcement to write me a report when they dont want to. I need a refund at this point i do not want to do buisiness with sams club ever worst customer service! I need my issue resolved!!

  Business Response

  Date: 12/29/2022

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by **** ******, we've closed the ticket due to the member has been nonresponsive for 5+ days and hasn't provided the police report as required. The member has been advised once he sends in the police report and we'll further investigate his request.
  
  
  Thank you ****** A.
  BBB Ticket #********

• Initial Complaint

  Date:12/20/2022

  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.

  I picked up a curbside order *********** at 7950 FM 1960 W, Houston, Texas. The order did not contain a huge roll of bubble wrap in this order. When I tried calling the club no one bothered to pick up the phone. I still do not have my item and the item is now listed as out of stock yet I was charged $12.67 plus tax. I do not want to go to curbside for an item that is now out of stock and in addition the whole point of curbside is for convenience. It is not convenient when items are missing but charged; the club should not be automatically charging customers until the items are physically scanned by a picker.

  Business Response

  Date: 12/23/2022

  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 looking into our member ***'s order, we were able to verify they did not receive an item which should have been included in their club pickup order. We have now manually refunded that item and assured our member that will process within the standard turnaround time. Our member *** was pleased to hear from us and with our resolution.  We look forward to a continued relationship with them.

• Initial Complaint

  Date:12/20/2022

  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.

  Sam's Club put a credit card in my name by mistake. Also, they have not posted a credit back to this account because the furniture was returned. Daughter applied for credit card with her information and they turned around and put it in my name. Since the credit for the furniture did not go back on to the account, Synchrony Bank turned me and my daughter into the credit bureau agencies. They are incompetent and opened up an investigation under fraud, but it was their mistake. It should be fixed now.

  Business Response

  Date: 01/03/2023

  At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Ms. ********’s complaint, we have provided her with the contact information to Synchrony Bank who can assist with her request. We at Sam's Club do not have access to her personal information, for her security. We apologize for any inconvenience this may have caused.
  
  ***** **
  *************

• Initial Complaint

  Date:12/20/2022

  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 am the victim of fraud with Sam’s Club. On 12/14/22 I received a charge of $103. On my credit card for a Sam’s club membership. I am not a Sam’s Club member and never have been. I did not provide my credit card authorization. The same thing happened one year ago. I called Sam’s Club last year and tried to fix the situation explaining I was not a member and didn’t authorize a charge. 2 hours of being jerked around with the worst customer service ever, I was told I had to cancel my credit card to get this resolved. So I canceled my credit card last year. This was a painful process since that meant all my autopay bills had to be canceled and reset with a new credit card. To my dismay, one year later, I get the same unauthorized charge on my new credit card. Painfully I call Sam’s Club 1-800 Who Cares phone number again. After another 2 hours, I’m asked to provide my info to include my social security number. Are you kidding me? I’m reporting fraud and you want my social. I ask to speak with a manager, but no one called me back as I was told. I asked for an email address to file a complaint, but there isn’t one. My only option is to send a letter with no name to address it to. I’m told my only option is to file an Affidavit, get a police report filed and get it notarized. This is appalling. How did someone get my credit card last year and then again the new one? I don’t want to have to cancel my credit card every year because of Sam’s Club.

  Business Response

  Date: 12/22/2022

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Sam's Club is, unfortunately, unable to refund unauthorized or fraudulent charges or locate memberships without an identifying membership number due to the large number of members we serve. We have advised the filer of this complaint that they must dispute these charges with their financial institution and that the most likely scenario is that whomever has obtained their card information has deeper access to their personal information. Additionally, we have advised them to resecure all personal information and accounts by changing the passwords to any apps or accounts they frequently use and to check their personal information against lists of data breaches provided any of the various agencies that monitor that information.

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