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.
478 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/15/2022
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.
Nov 24th 2022 ordered a T.V. from Sams club online. Been over a month no t.v. called into customer support to cancel the order. Said it would take up to a week for a refund. The week passed no refund. Called back to customer service to see what happened. No refund! Wait another week maybe they can process it. I want my $717.87
Business Response
Date: 12/19/2022
At Sam's Club, we
continually strive to exceed the expectations of our Members and work hard to
improve our service to them. Upon researching this member's order, we discovered it was refunded on 12/15/22 by a member services advocate they spoke to over the phone. The member can expect the refund to be visible in the account that paid for the television 3-7 business days from 12/15.
****** **

*************
Initial Complaint
Date:12/15/2022
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.
Sam's Club transferred to an auto renewal program where the buyer does not get to choose renewing their account. The problem is that the automated system attempted to charge on my account on Friday evening which are after hours on a bank. Since the bank is also closed on the weekend, the automated system continued to repeat the charge. When the bank opened, all the charges went through at once. Three days of calling Sam's Club has met with no refund just such it up. I must now file fraudulent charges through my bank against Sam's Club
Business Response
Date: 01/02/2023
At Sams Club, we strive to exceed our member's expectations. Our member, ***** ****, was charged automatically for a membership renewal in error, and a check is being processed for that refund. Additionally, we have kept our member's profile active for the year at no charge for the inconvenience and time spent getting this corrected. Our member has been informed of the turnaround time for a check to be sent, and was grateful to hear from us. We look forward to our continued relationship with them.
Customer Answer
Date: 01/04/2023

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:12/15/2022
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 had originally bought a 1 yr membership through Groupon not knowing that it would auto renew at full price. (At the time I also didn't know that there was not a Sam's Club near me so I was never able to use the membership.) When I saw that I was charged a auto renew amount of 45.00 on Aug. 28 I called to cancel and get a refund. They said that they could not do over the phone at that time and that someone else would have to call me back. It is now Dec. and nothing has been resolved even after many phone calls and emails, all I get in response is a total run around. I am so tired of this game and I think that is what they count on, that you will get fed up and give up so they can keep their $! I am on hold with them now for 30 min. even as I type this, still nothing! This is not fair to the consumer!
Business Response
Date: 12/20/2022
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by **** *******, the member was provided an E-gift card in the form of a refund. If the member needs any further assistance I've advised she reach out to me directly.

***** *** ******
*** ****** *********
Initial Complaint
Date:12/15/2022
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.
I have been one of your members for awhile now and I'm disgusted with your level of customer service. I placed a order that should have arrived days ago and I have spent countless hours trying to get an issue resolved that I didn't create. Your customer/ membership service department needs to be revamped and reps need additional training. A customer should not have to call in several times to get an issue resolved. You have reps disconnecting the call, reps incorrectly identifying themselves as supervisors, and many that don't enjoy their jobs. The level of service that you provide is complete trash. I don't want anything else to do with this company and will be taking my business elsewhere. I want to ensure that my refunds have been processed.
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. In regard to the member's complaint, we have verified the member received the refund, as well as compensated the member for this experience. We would like to apologize for any inconvenience this may have caused. We now consider the matter closed.
****** **

*************
Initial Complaint
Date:12/14/2022
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.
On 12/7/22 I ordered pamper swaddlers box size 3. Upon delivery and letting my child use them, my child broke out in a rash. I contacted Sam's chat on 12/12/12 to return them since there was no barcode in the app to return them, and I purchased these via delivery. This isn't the first time something I ordered delivery did not have a return barcode to return, but it is the first time that Sam's has rejected my return regardless of their satisfaction guarantee. My item qualifies under that policy. Well the chat rep and the people on social media told me that now anytime I have a return issue, my info will be sent to some random email account, that has 3 business days to get back to me. This is not disclosed in the terms and conditions that I signed a membership for, and that's 3 business days I have to wait to purchase diapers that my child is not having rash too. In the meantime, I did purchase their member's mark brand diapers that are horrible, and social media also told me that I cannot return them. Again, they are not following their own policies. Extremely disturbing and unprofessional.

I want the following questions answered:

1. Where in the terms and conditions that I agreed to last year state that I am not allowed to return items under the 100 percent satisfaction guarantee when they qualify?
2. Where in the terms and conditions I signed state that I agreed to have my personal information submitted to a random email account and have to wait 3 business days for a response?
3. When did this 3 business days/email start, and is this permanent with my account? Because this has not happened before?

***email only**
4.
Business Response
Date: 12/19/2022
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 order had been refunded by another member of our staff on 12/13/22, but a confirmation email was not documented in our system. An email has been sent to the member to inform them of the entry of their refund and when to expect it as well as to answer the questions asked in the complaint body.
****** **

*************
Customer Answer
Date: 12/20/2022

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:12/13/2022
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 made on online order on 11/30/2022 in the amount of $257.95. The items were delivered to my old address in a different state on 12/02/2022. I placed a phone call to Sam’s Club customer service department where they were able to cancel the items that had not been delivered yet and I received a partial refund in the amount of $55.97 (also on 12/02/2022) and was told I would receive a phone call within 24-72 hours for the remaining items once they were returned to the store. The items were returned to the store in GA on 12/04/2022. I received no call so I once again called the customer service number on 12/08/2022 and was again told I would receive a phone call in 24-48 hours. Again, I received no phone call so I placed another phone call on 12/12/2022 and this time I was transferred to their “escalations department” where I was placed on hold for over an hour and then hung up on before I even spoke to anyone. I called customer service back immediately where I was told, once again, I would receive a phone call in 24-72 hours. Sam’s Club has possession of every item in the order I placed yet no one can issue the remaining refund ($201.95).
Business Response
Date: 12/16/2022
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 reached out and processed a refund for the remaining items. We apologize for any inconvenience this may have caused. We now consider this matter closed.
******

*************
Customer Answer
Date: 12/20/2022

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:12/12/2022
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.
Purchased two 3 packs of Vanilla Visa gift cards ($150 value) from the Sam's Club app on December 3rd. When I received them and checked them they were expired, the numbers were invalid and they couldn't be activated. They arrived in unopened packaging that states that they must be scanned by a cashier to be activated. We went to our local club for help with them but they said that they couldn't activate them since we purchased them "online". They also said that we couldn't return them since they are gift cards. After spending the majority of the day in chat with SamsClub.com and on the phone with SamsClub.com as well as the local store who told us to go back and they would help us activate them in the store, we were given nothing but excuses and none of our cards that we purchased as Christmas gifts have been activated and nobody has been willing to help us.
Business Response
Date: 12/13/2022
************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We were able to address this Member's concern regarding their purchase and have issued a refund. We have also sent an eGift Card for the inconvenience caused. - **** K.

Customer Answer
Date: 12/14/2022

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:12/08/2022
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.
Price: 430.92; Date of transaction: ordered Nov 28. Expected Delivery date Dec 7. Reported delivery date Dec 3. Product was a 65" TV that was ordered from Sam's.com and delivery was to be provided by FedEx. Tracker was showing out for delivery on Dec 2 and did not update for a few days. A message was sent to FedEx on Dec 5 stating the tracker still showed out for delivery and expect package Dec 2, which had already passed. On Dec 7 there was an email sent stating the package was already delivered and soon after the tracker updated showing delivered Dec 3. There was someone home at the delivery address on Dec 3 when the package was supposedly delivered and no FedEx vehicle was in the area. Sam's is requesting a police report but the package never arrived therefore we were never in possession of the product. It cannot be reported as a theft as we did not have possession of the product.
Business Response
Date: 12/14/2022
At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received from Mr. ******, we informed the member of Sam’s Club’s policy pertaining to Lost After Delivery Claims and needing a police report. Member submitted the police report that was requested. After further review a refund was provided. We apologize for the inconvenience.
***** **** *******

*************
Initial Complaint
Date:12/07/2022
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.
Recap: Order *********** Maxx Ice Freestanding Half Dice Ice Machine (85 lb.) Item ********* October 5, 2022
Machine was too small. Since October 19, 2022, we have been trying to return it. (As information, Beverly Oberdorf retired, so since I am on the account I am trying to return the ice machine AND get a $1440.00 credit to our account.)
Several customer service representatives verbally promised us a credit and to send (via email) a shipping label so we could return the ice machine. (See phone calls referenced below)

I am hoping you can facilitate (and provide evidence of) crediting our account and send to me a shipping label to return the too small ice machine.

Respectfully,
***** *******
** ****** *** ******* ******** ****** **** ****** ******* ** **** ****** ** ***** ***** ************ ***3
Email b.*******@******.org
Club membership *** ***** *********

Reference numbers for the multiple calls/emails to customer service with no resolution or satisfaction.
************* ******** ************* ******** ************* ******** ************* ******** ************* ******** ************* ********* ************* ******** ************* ********
Business Response
Date: 12/14/2022
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 established contact with the member and obtained the information needed to request that the manufacturer pick up the ice machine, as they are the primary contact for this item. Additionally, while that is being arranged, the refund for the ice machine will be entered into the system and should begin processing back to the member's account.
****** **

*************
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. We have received contact from the manufacturer's freight pickup team. They have stated that the member has indicated that they will be out of the office until after the new year and will be contacting them after this to schedule the pickup. Additionally, the member's refund should now be visible within the account that was used to purchase the item.
****** **

*************
Customer Answer
Date: 01/09/2023

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.

We are still trying to return the ice machine, but, more importantly, our credit card company confirmed the credit for the cost of the machine has been applied.
We will either return, or scrap, the ice machine and think very carefully about buying any future purchase of equipment.
Sincerely,
***** *******
Initial Complaint
Date:12/06/2022
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.
We shopped at the garland TX store on 10/22/2022 and we were at the register we were asked by the cashier if we would like to renew our membership which we declined due to the high prices and the poor customer service. Our membership was still good for few more weeks.
I was surprised to see that Sam's warehouse house have charged $50.00 to the same credit card we used to pay for our groceries, the charge was posted to our credit card on 11/17/2022 which several weeks after we visited the store and told them we were not interested in renewing our membership. Our credit card was used without our authorization.
We called the customer service # several times but never got a call back, all what we got is the run around.
We are very disappointed and disgusted with their business practices and none existence customer service after many many years of shopping at that store.
We should get the $50.00 credited back to our credit card.
Business Response
Date: 12/14/2022
At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Mr. *****’s complaint, we have made multiple attempts to contact him about the $50 he received by phone and email, and he has been unresponsive. If he still requires assistance, please contact Member Services at 1-888-746-7726. We apologize for any inconvenience.

***** **
*************
Customer Answer
Date: 12/15/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

****** *****. Finally got my $50 back on a gift card after jumping through hoops. Sam's customer service is very poor at best. We will no longer shop at Sam's.
Business Response
Date: 12/15/2022
Mr. ***** contacted us and acknowledged he did receive his refund in the form of a $50 gift card. We consider this matter closed.

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

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Sam's Club is NOT a BBB Accredited Business.