Buying Clubs
Sam's ClubThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Buying Clubs.
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
- 1,557 total complaints in the last 3 years.
- 476 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/25/2025
Type:Product IssuesStatus: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.
Summary of Incident:
Perfume Bottle Return: I returned a perfume bottle, but the credit card originally used for the purchase had been canceled. I contacted customer service to ask if the refund could be applied to a different card. The agent confirmed this was possible and collected my new credit card information.
Incorrect Sheet Order: During the same call, I requested an exchange for sheets ordered in the wrong size. The agent mistakenly reordered the same incorrect sheets and ended the call before I could clarify.
Issues Identified:
Policy Violation: When I called back to fix the sheet order and verify the refund process, I was told that no new credit card had been added and that the agent should not have taken my credit card information. This action directly violated company policy.
Data Security Concern: After this incident, fraudulent charges appeared on my account, leading me to file a police report. I am now highly concerned that my credit card information was compromised, misused, or sold.
Inadequate Response: When I escalated the issue, a manager informed me that the matter would be handled "in-house." Given the seriousness of this potential data breach, this response is not sufficient.
Requested Actions:
Conduct a thorough investigation into the mishandling of my credit card information.
Provide a detailed explanation of how my personal data was handled and why it was improperly collected.
Outline the steps being taken to prevent similar incidents in the future.
Ensure a senior representative follows up with me via phone or in writing to discuss this matter further.
Next Steps:
If I do not receive a satisfactory resolution, I am prepared to escalate this matter through additional channels, including legal action if necessary.
Contact Information:
Email: ********@gmail.com
Phone: ************Business Response
Date: 02/26/2025
Hello,
Thank you for your response. The phone call was made from my work phone at ************. I believe the customer service agent's name was Charlie. The call took place on Thursday, February 6, 2025, around 6:30 PM.
If you have any further questions or need additional details, please don’t hesitate to reach out. I appreciate your attention to this matter and your prompt assistance.
Best regards,
**** *******Business Response
Date: 03/07/2025
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 begun conducting an investigation into the matter, but no further details will be forthcoming as this is a strictly internal process. Regarding the charges, we would recommend you dispute any unauthorized charges you see on your account with your financial institution. Additionally, we have made a special offer to the member as a courtesy to them. If they will respond directly to our email contacts, we can move forward with that.
Thank you,
****** **
*************Initial Complaint
Date:02/24/2025
Type:Service or Repair IssuesStatus: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 a microwave when my microwave broke on 1/10/25 they told me it would be delivered and installed on 1/24/25 the microwave never arrived I reached out to Sam’s club who reached out to RXO the installment company which stated they were having trouble finding a local licensed installer and would contact me once they did, Sam’s club offered a credit of $31 for the trouble. RXO reached out and stated they could deliver and install the microwave on 2/13 between 8am-12pm. I asked if I could just pick it up and have it installed myself seeing it was late they told me they couldn’t allow me to do that so I agreed to the date.
On 2/13 they called me and told me they would give me 30 minutes notice before they arrived and were in route. I received a call when they arrived to my house and no notice I rushed home from work which is 30 minutes away from my house to meet them there.
Three men arrived and delivered the microwave and began to attempt to install it when they discovered they didn’t have the proper tools and had to leave and stated the company will call me to reschedule. So I now I have left worked and missed out on pay for something they couldn’t even do. They left the microwave however, I reached back out to Sam’s club informing them and they apologized and offered another credit which I still haven’t received the first one I requested a full refund for all of the
Trouble and bad business practices.
RXO reached back out and offered to install the microwave on Monday 2/17 I requested they come after 4pm so I don’t have to miss work they agreed. At 4pm no one had contacted RXO and they said the driver was in route at stop 12 and I was stop 16 and they would call me after stop 12. No one ever called or came. I reached back out again to Sam’s club and Informed them Sam’s club did nothing but offered to escalate the issue to the installment company.
********************************************Business Response
Date: 02/24/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Our Major Appliance Team has been working with this member under ************* and has contacted the vendor for further assistance with this issue. I have also emailed our Major Appliance associate working this incident to inform of the concern and ask for a quick resolution. The member will be contacted when further information is available.
Thank you.
***** **
*************Initial Complaint
Date:02/20/2025
Type:Service or Repair IssuesStatus: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 purchased an appliance from Sam's club on 01/28/25.
It was delivered/ installed ( supposedly as part of the price we paid) on 2/5/25.
Delivery folks scratched/dented/ damaged appliance when moving from the street to the outside of my house.
Then delivery folks started squeaking about the tight space ( even though we moved the larger,existing appliance out relatively easy...)& appeared the lead guy wasn't going to allow to *complete) bringing new appliance into my house until I offered them additional cash $...then they promptly proceeded ( I think this is a common tactic to extort homeowners who,like me, had taken the whole day off from work [to accommodate the delivery company 9-5 time window] and and are in a pickle and otherwise desperate....
So I think I'm good,& don't want to deal with the bureaucracy in addressing the extortion and damage ( because I'm too busy with my busy work life/travel and family, life,etc...).
We were out of town, then returned and used appliance once when I noticed pieces floating around loose inside and freaked out ( this was an expensive appliance!)
Sams club was closed so I called and spent 1.5 hours on the phone with Samsung who advised to NOT use appliance.
Then I called Sam's club, got the run around, disconnected 2x,then spoke to multiple people and the last representative made all kinds of promises and also promised an email outlining the details,instructions and several options for resolving the issues ( there are MORE issues than those set forth herein).I spent nearly TWO hours on the phone with Sam's Club and NADA!
NO email NO NOTICE, NO NOTHING!Business Response
Date: 02/21/2025
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 contacted Sam's Club on February 18th, 2025 (*************) and at this time, a service appointment is scheduled with the carrier for February 22nd, 2025. We have sent multiple emails with no response, but it's possible that the email on file is no longer valid. We will resend our emails to the email address the member listed on this complaint.
****** **
*************Initial Complaint
Date:02/20/2025
Type:Billing IssuesStatus: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.
They deducted 103.88 from my checking account for memberships which were cancelled on Dec.31 2024 membership # 6**************** and# ***************** I called
*********** on 12/31 1/13 1/17 was told to send them a copy of proof that the money was taken out of my account which I did on 1/20 and again on 2/4 never got a reply. called them again on 2/7 was put through to an escalation supervisor named Angel she told me they received the documents and the money would be refunded within 7-10 days still not returned, reference # 250117-027520 I am 72 years old and on limited income. I really need that refund to make my bills this month and buy some groceries.Business Response
Date: 02/21/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After review, we found that there was no charge to this complainants account from Sam's Club. The charge in question appears to be from Walmart+, according to photos sent by the complainant. We encourage the complainant to contact Walmart+ at (800) 924-9206 for further assistance.
*************
****** **Initial Complaint
Date:02/13/2025
Type:Service or Repair IssuesStatus: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.
For 5 months had my meds filled at the Sam’s in Greenville sc. received a Tex August 9th saying my meds was out of stock and would be available in 3 days. Never heard back called the store August and spoke to ******* asking anoyt my meds, was rudely told what ever my Tex said, I ask for the manager, was told he was on vacation for a wk, asked for him to call me when he returned, he never did. Received a text Aug 19th saying meds was still out of stock, then one the same day that they were available. I live 30 miles away, my son went to pick up my meds August 24 , he was told by *** the manager for me not to return to the store for meds anymore. Called myself Aug 26 *** wasn’t available again, talked to the store manager **** weeks, told him what happened. He said he would have pharmacy manager dist to call me. August 26 received a voice mail from ***** ******* , have called him numerous times including today and have left messages- he has yet to call me back for an explanation as to why they refused to fill me meds.Business Response
Date: 02/14/2025
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 has reached out to us regarding this issue separately from the BBB as well. The advocate assisting them contacted the pharmacy manager of the club in question who called and left a voicemail for the member. The member is not being told that Sam's Club will not fill their prescriptions any longer or that they must only fill their prescriptions at Sam's Club. According to pharmacy notation, the member takes multiple medications that interact with one another and that the pharmacist recommends the member fill all their medications at a single location in order to better ensure that the reactions can be monitored by the pharmacist. This sentiment was also expressed by the pharmacist of the CVS the member also uses when our pharmacist called them to discuss the matter.
The member is free to use any pharmacy they would like, however, it has been strongly recommended that they have all their prescriptions filled at one location at the same time so that whichever pharmacy they choose can carefully monitor medication interactions in case further assistance is needed.
Thank you,
****** **
*************Customer Answer
Date: 02/14/2025
Complaint: ********
I am rejecting this response because:just got off the phone with my pharmacist CVS and they’ve never had a conversation with the pharmacy manager from Sams for number one - number two my was told because the prescription wasn’t in shortage anymore that y’all would no longer feel my prescriptions. Never what your pharmacy notes say.. and number three when your pharmacy manager called, he left me a voicemail message to call him back which idea never to receive another phone call bottom line is the pharmacy manager got upset because I was gonna make a complaint about the lady who assisted me so rudely I have been a Sams Club business customer for over 25 years that ends today. Calling the I’m also calling the South Carolina Department of pharmacy to put in a complaint against your pharmacist for the nine truths that he notated on my file
Sincerely,
******* *******Initial Complaint
Date:02/13/2025
Type:Product IssuesStatus: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 placed an order for pick up. I later got an email saying that the item was being recalled and to dispose of it. I disposed of it reachedout to chat was told I would be getting a E gift card for the full amount. A few days later, I reached out to find out gift card hadn’t arrived and they told me I wouldn’t be getting it even though the email says I’m supposed to and I provided the email And I think I have the screenshot of the conversation. I simply want the refund or the E gift card.Business Response
Date: 02/14/2025
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 checked the member's previous contact with Sam's Club regarding this gift card concern and have discovered that the purchase in question was made via EBT. For legal reasons, Sam's Club is unable to provide refunds for EBT purchases in any way other than to the original form of payment and, due to this, the issuance of the gift card was declined. The member will need to visit their local club and return to the Member Service desk in order to receive the refund to their EBT card. They may also feel free to reach out to the local office that manages their EBT benefits regarding the refund as well. We will address the incorrect information given with the advocate the member spoke to in order to prevent further confusion in the future.
Thank you,
****** **
*************Customer Answer
Date: 02/14/2025
Complaint: ********
I am rejecting this response because:
as i have documented proof, this is not what i was offered
Sincerely,
******* ******Business Response
Date: 02/14/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. While we apologize for the member being incorrectly offered a gift card, Sam's Club will not be moving forward with the providing of said gift card. As stated, for legal reasons that cannot be circumvented, all refunds regarding EBT must be handled in-club or by the office that manages the member's EBT benefits. This is our final stance on this and it will not change. The member must go to the club to receive their refund and Sam's Club Member Services will be considering the matter closed.
Thank you,
****** **
*************Initial Complaint
Date:02/06/2025
Type:Service or Repair IssuesStatus: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.
brought a wheel in that had a screw in the tire. asked for it to be repaired. Was given no repair option. received tire back with a plug sticking out instead of a tire patch as recommended for safety. samsclub own website says i should refuse and facility offering a plug instead of a patch. i felt safer driving with the screw in it. ************************************************************************************Business Response
Date: 02/07/2025
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 forwarded the member's concern to Club management and Tire/Battery Center management for further handling. We have also sent the member a follow up email with this information for direct communication.
***** F.
*************
Initial Complaint
Date:02/04/2025
Type:Product IssuesStatus: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 called to cancel my membership and was told by 2 different customer service representatives that I would be refunded but I was not. Very dishonest.Business Response
Date: 02/04/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This refund was submitted under the original incident, initiated January 29th, 2025 (*************). The member has been advised of the processing period, 5-7 business days, starting on January 29th, 2025. Thank you, ***** F. - *************Initial Complaint
Date:01/31/2025
Type:Delivery IssuesStatus: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’ve had neck and back surgery that limits my mobility and go into a Sams. On 01/30/2025, I placed an order for croissants with instructions to ring doorbell to greet me with items. The driver left the croissants in an area where they’re were ants and was leaving. I yelled at him before driving off …you know there are ants here? For last few orders the drivers leave items on the porch take picture and leave.Business Response
Date: 02/04/2025
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 sending feedback to the delivery driver, but would also like to encourage the member to place a box or sign outside to avoid future orders mistakenly being placed where there might be ants, dirt, rain, etc. We will also provide a refund for the order in question. Thank you, ***** ** * *************Customer Answer
Date: 02/04/2025
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:01/29/2025
Type:Product IssuesStatus: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 box from their 3rd party vendor arrived empty. SamsClub has refused to coordinate with FedEx and get me a refund for the item. They keep saying my account has multiple refunds, but this is the first item I have ordered online from them.Business Response
Date: 01/30/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Our records reflect that the member has opened a claim with the delivery agent for resolution. The delivery agent will be able to assist further with this members concern. Thank you, ***** ** * *************
Sam's Club is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.