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

  5604 Buckeystown Pike Frederick, MD 21704

• 

  Sam's Club

  6410 Petrie Way Rd Rosedale, MD 21237-3034

• 

  Sam's Club

  4765 Commercial Drive New Hartford, NY 13413

• 

  Sam's Club

  100 Elm Ridge Center Dr Rochester, NY 14626

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:12/06/2022

  Type:Customer Service 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 had previously had a SAMS Club account through my work and was on the plan with a coworker for years. This year we decided not to renew through our work and I decided to start a new account on my own and put my sister on my account. In October I kept trying to purchase a plus membership and when I got to give them my email it would never let me finish saying I already had an account with that email. So I contacted SAMS Club and they tried working with me over a few days then finally told me I would have to use a different email to get the membership. So I used my husbands email and finally got a new account on October 12, 2022, I added my sister put in her information and was good. I had placed an order and was happy. Well when I was looking at my account I noticed that it said I could change my email so I reached out to SAMS Club again and told them I was able to create and account using my husbands email and I noticed in my account that I could change my email address and if it was possible to change it back to mine now? They said sure we can do that for you, so they did and told me all I had to do was reset my password and they would send me a link. Well, from that time on I have never been able to get back into my account. I have reached out to SAMS Club numerous times incident # ************* and they keep telling me they have it turned over to the back office and it will be taken care of but still no luck. Recently I called in and asked to speak to a supervisor and have spoke with Nickola explaining everything to her and she started a new incident #************* and they keep telling me their working on it but as of today I’m still not able to access my account. And to top it all off when they were trying to get me back into my account they accidentally reset my sisters email account and now she’s not able to get into hers either, so there working on both but I keep getting emails that they are waiting for a response back from back office or tech team.

  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. In regard to the member's concern, we are actively working with our engineering team to resolve the issue with the member's email address. For the time being, we have reset the email to a separate address and the member has gained access to the account while we work toward a resolution. We apologize for any inconveniences this may have caused. 

  ******

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

  Customer Answer

  Date: 12/27/2022

  
  
  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. As long as I’m able to eventually use my email. With me using my husbands email I don’t get any of the tracking information from Sams unless he remembers to send it to me. Also, can I get a credit on the membership for my renewal next year?
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:11/30/2022

  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.

  At the end of July 2022 my membership at Sams Club was expiring. We were not signed up to renew and I declined renewal when asked by a sales associate in the store when at checkout. About two months later, i was reviewing my credit card statement and noted that I was charged for renewal of membership. I called member services and told them I do not want a membership and never agreed to it. In fact, they charged the membership to a credit card I had not used at Sams in over 6 months. I waited 2 months and no refund was ever issued so I called back. They told me I needed to speak to the credit department and transferred me. The credit department told me they can only issue refunds for Sams Club credit cards and I was transferred by mistake. They sent me back to the member services department who told me I needed to speak to a supervisor. I waited on hold for 40 minutes and was continuously told I was the next call in que with a wait time of greater than 59 minutes. That message never changed during the 40 minutes I held. I then went into the store where a customer service rep told me that they cannot help me because the computer system shows the membership is cancelled and refunded but I explained I never received a refund. They said I should call again. I tried a chat online but the rep said that I needed to go into a store which I explained I already tried. On 11/30/22 I called member services again. They put me through to a reimbursement specialist and I waited on hold for 15 min when I got a message of a 36 min wait but I could reserve my place in que with a call back number which I gave. 4 hrs later, no call so I called again. Waited on hold 30 min and automated message kept telling me I was next in line with an expected wait time which kept increasing each time the message repeated. Finally left a callback number again - no response. I am 5 hours into attempting to resolve this concern. They charged my card without permission and no refund.

  Business Response

  Date: 12/09/2022

  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 Mr. *******'s concern, we have processed a full refund for the membership fees. We apologize for any inconvenience this may have caused. We consider this matter closed. 

  ****** 
  
  *************

• Initial Complaint

  Date:11/30/2022

  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.

  after requesting cancelation of annual membership still got charged. 1 week so far of phone games and internet chat with no solution and only able to talk with 1 live person. they purposely make it impossible to get ahold of the cancelation department and when you do they lie and say it has been fixed. So sad a company of this size needs to profit off of dishonesty

  Business Response

  Date: 12/05/2022

  ************* 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 attempted to reach this Member via phone/email. We also left a voicemail at the number provided. I will continue to try and reach out to this Member to assist. He can also provide an alternate number if one is available. - **** K.

• Initial Complaint

  Date:11/29/2022

  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.

  On November 9th I placed an order for but I never received it despite different tracking numbers. The pictures taken were of the back of a truck and I don't know what happened to my packages but I never got any of the 7 items I ordered. 3 items were refunded but I contacted Sam's club roughly a week ago and was told someone would contact me within 24 to 48 hours regarding this issue but no one has. The order # is ***********. Thank you

  Business Response

  Date: 12/09/2022

  At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Ms. ******’s complaint, we have made multiple attempts to contact her about her refund via both phone and email, and she has been unresponsive. If she still requires assistance, please contact Member Services at 1-888-746-7726 or reply to the email that was sent and we will be happy to work with her towards a resolution to her complaint.
  
  ***** **
  *************

• Initial Complaint

  Date:11/29/2022

  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 bought washer/dryer on line with guarantee. Made a change in order with electric to gas dryer. got email documenting change. washer stopped spinning within days of first use, called online number and told would get new washer. no washer delivered. called multiple times and each time said new dryer to come. no needed washer assured it would come, no washer. now getting calls to deliver dryer to PA. no washer is to go to GA. finally called local sams club and returned to them. manager there couldn’t give refund. he called online manager and said refund was in process that is why he couldn’t refund to card. promised refund would take place and they would call us. then next day manager called and ask why he had washer/dryer in his store. he wanted to give in store credit. need refund now. all signs say customer satisfaction and that they take online returns.

  Business Response

  Date: 12/09/2022

  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 verify what happened with the  orders, and have finalized all returns and refunds. We have now sent an eGift card with a small additional amount as compensation due to the time spent and inconveniences caused by this issues .  *******  was pleased to hear from us and with our resolution.  We look forward to a continued relationship with them

• Initial Complaint

  Date:11/28/2022

  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.

  On 08/02/2022 I purchased a Samsung 4.5 cu ft Front loader washer machine - WF45B6300AW by going into Sam's Club and an associate helped me to order on line because they did not carry it in the store. The order was placed using my phone. My Sam's Club member # is *****************. The associate picked my co workers name and our office address for the delivery after giving the correct information for delivery. Several attempts was made to deliver it at my office before Sam's Club called the carrier to delivery it at my home on 08/20/2022. The delivery persons (XPO Logistics) left the packing bolt in the washer and but the hose to the washer too far in the wall. This cause the machine to dance across my floor put a hole in the wall and caused septic gases to leak in my new home (built 07/2022). The XPO made the driver pay $200 to fix the hole but the washing machine still shack an abnormal amount when spinning even after the packaging bolt was removed. XPO had someone come to check out the machine and said it needed to be replace. Called Samsung said they would not replace the machine until Sam's club put in an order for new machine because it was delivered to a place other than the place on the original order because that would null and void all their responsibility. I have spent over 5 hours on the phone with Sam's Club and Samsung and have taken off twice from work t be at home form delivery and for XPO to try to repair. I have requested a new machine to be delivered and the old one to be picked up and that they needed to be on the same day. Sam's club did had someone to contact me to pick up the old machine but a new machine was not going to be delivered according to the driver and I told them when they have a machine to delivery on the same truck that is when I will take more time off work for the delivery.

  Business Response

  Date: 12/09/2022

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. I am in contacted with the member and the vendor. We are working toward a resolution and hope to have on very soon.

   

  Thank you,

  *****

• Initial Complaint

  Date:11/28/2022

  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.

  When checking out for a purchase, the top of the screen states apply for credit card and this purchase will be $50 less
  Applied for card
  It won’t let me check out because I don’t have the security code even though I was approved
  I called to get this fixed. They refused to help me and say I can use this card when it comes in the mail. So now I have applied for a credit card that I don’t need or want because it was only to be used for this large purchase today. I have an inquiry to my credit report all because of false advertisement.

  Business Response

  Date: 12/07/2022

  At Sam’s Club, we continuously strive to meet and exceed
  the expectations of our members. In regard to Ms. *********’s complaint, I
  contacted her regarding her complaint, issued a gift card for the $50 credit she
  did not receive and included extra compensation for the error. We apologize for
  any inconvenience this may have caused, and consider this matter closed.
  
  ***** **
  *************

  Customer Answer

  Date: 12/07/2022

  
  
  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:11/28/2022

  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 purchased four tires in Nov. 2019. Went to get the tires in 2020 and they were not in stock yet. Fast forward, I now need tires. I was charged $848.72 for four tires that were not delivered to me. I have tried disputing this with the Sam’s credit card company as well as with Sam’s Club store in 2120 Emporium Dr, Jackson, Tn(************* where the purchase was made. It’s been over two years with no tires or refund. Now this is considered a thief by deception. Please let me know how we can resolve this in the most applicable way possible. I have uploaded the receipt. Please let me know if you need additional information. I would just like to have the tires on my truck now. No response via email. I contacted the corporate office on 11/21/22 Case#*************. I went into the store as requested by the corporate office the Manage told me it was out of their hand because it was now escalated up to corporate level and the receipt was no longer in their system. I would just like to a full refund or my tires delivered and installed per my purchase receipt.
  
  Please let me know where I should go from here.. A lot of time has past since then which included no inventory, a shut down of the department and a full pandemic! I now need a resolution ASAP.
  
  Thanks for your help,
  
  ******* E. *****

  Business Response

  Date: 12/05/2022

  ************* 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 made contact with this Member and will be putting them in touch with the Club for further assistance regarding their missing tires, as that is where the purchase was made. - **** K.

  Customer Answer

  Date: 12/09/2022

  
  
  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:11/28/2022

  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 canceled my membership last month but apparently when I was in store they didn’t cancel it & instead put it on auto pay. This was not authorized. They charged the renewal fee twice & on two different cards). I never authorized any of these charges & im not sure how they even got my second card number. I assume they store card numbers when cards are used in their store which wasn’t disclosed. I’ve attempted numerous times to cancel/get a refund & have been hung up on, lied to, & the issue has not been resolved despite almost 8 hours of back & forth. I want to ensure my membership is canceled, a refund & to revoke any access to charge any accounts they might have on file. Once credit is issued I want my personal information & data destroyed by the company. I would also like an update on the complaint I filed regarding their store manager that lied about her name when I asked for it for my records.

  Business Response

  Date: 12/08/2022

  At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. We are happy to report that we were able to speak with the member and have issued the refund. We ask the member to allow 3-5 days for the refund to reflect in their account. Thank you, ***** H. 

  Business Response

  Date: 12/08/2022

  At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. The refund was processed and will reflect in the member's account within 3-5 days. The club manager has reached out to the member regarding club concerns and left several messages with no response. This matter is considered closed. Thank you, ***** H. *************

  Customer Answer

  Date: 12/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no response was ever provided about the employee that violated policy & laws. The company has not corrected any action to date. They have not attempted to provide any corrective action other than a refund which wasn’t provided. They can provide evidence of a respond in writing as I have requested everything in writing more than once. I am again requesting all communications going forward be in writing since they are continuing to be untruthful. I need verification, in writing that my personal information, including financial records have been removed, the account has been canceled (not just one charge refunded) & verification of receipt that I have revoked all prior authorizations/consent.  
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:11/23/2022

  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.

  This company charged my credit card for membership renewal against my authorization. When I notified them of the error, an agent with the company responded with stating that they will refund the amount of $50.00 & all I needed to do was send my account number, phone number and email address of which they had since she responded to me. I did send in requested info immediately. It has been 3 weeks and still no refund nor any further correspondence from them.

  Business Response

  Date: 11/28/2022

  ************* 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 made contact with this Member and was able to issue a refund for their Membership. - **** K.