We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Buying Clubs

Sam's Club

This 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

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.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 1,544 total complaints in the last 3 years.
    • 476 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/22/2022

      Type:Product Issues
      Status:
      Resolved
      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 a vacation through their vacation services offered to club members. I payed 2,282.46 on March 3 2022. I canceled my vacation and they refunded everything except the hotel which is $652.75. They told me the hotel denied my refund and they have the money that I would have to call them. I called the hotel and they said they don’t get the money from sams club till I check in and if I wanted a refund I would be approved because I was cancelled before the 30day mark. Sams club refuses to process the refund. Now I’m past the 30day mark which is what they wanted so they didn’t have to refund me. The hotel confirmed that they never received a cancellation request for me and I was still in their system as a reservation. I even have a confirmation email from sams club saying my request was approved but they just won’t issue the refund. This is a lot of money. I want my money back! I will never do business with them again! This was my first year with sams club and I’ll never go back again! Please help!

      Business Response

      Date: 12/06/2022

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by
      ***** ********, the member has been refunded and will receive the funds back within 1-3 business days. This process took longer than expected due to the back and forth between us and the hotel trying to have the hotel release the member's funds since Miss ******** booked a non refundable room. She's been informed to reach out to me via email if she needs further assistance. 


      Thank you ******
      BBB Ticket #********

      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. However it’s been 4days now and they said the refund would come in 1-3 business days and no refund had been received. This is the 2nd time they said they’ve approved my refund and haven’t issued it! I don’t know what else I should do?!



      Sincerely,



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

    • Initial Complaint

      Date:11/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Wednesday morning November 16th *** ******* and I purchased items to be delivered by Sam’s Club on that evening between 6pm-8pm. I waited until 9pm however the order never arrived. Upon tracking it stated the items had been returned to the store. *** and myself called several times from 9am until 8pm on Thursday evening. The store failed to assist anyway and referred us to their 3rd party vendor whom also stated they were only driver support and could not assist. Customer care referred us back to the store and there store advised that it was out of their hands and nothing they could do. We expressed several times the urgency and sensitivity of this order as they were needed from an event Thursday morning but we could make Friday morning work. They insisted continuously there was nothing they could do. By Friday afternoon after contacting the main church Sams advised they could have the managers personally deliver however 2 or 3pm in the afternoon was too late to attempt to salvage the ruined event. Sams advised they could reimburse for the cost of the items however we are asking that Sams makes a reasonable attempt to assist with providing a breakfast for the missed breakfast that was being provided to teachers as an appreciation. We have explained numerous times that this wasn’t just items being ordered for our leisure but to host a teachers appreciation. The lost experienced was beyond a monetary refund but one that did not represent our name well or allow for us to uphold our word in appreciating the teachers in the way intended and communicated. We have asked them to make this better and they have refused thus far.

      Business Response

      Date: 12/06/2022

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by ******** *****'s complaint, we're currently working with the member and the club manager to come to a resolution. Once the incident is resolved and the member is satisfied with the resolution the ticket will be closed. Reference #*************


      Thank you ******
      BBB Ticket #********

      Reference #*************

    • Initial Complaint

      Date:11/18/2022

      Type:Product Issues
      Status:
      Answered
      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 membership to Sam’s Club online for $27.16. After visiting the store in person and shopping around I decided it wasn’t for me. I called customer service and spoke to a representative about canceling my membership which he was able to do immediately and revoke access to any online membership benefits but told me he was unable to refund the amount to my debit card due to an error and offered me a gift card I said I did not wanna gift card I wanted the refund back to my debit card and he said he was unable to do it I called back approximately three times requesting a refund and was hung up on every time until I was able to get to someone and explain the situation to her again and requested my refund she also stated she was unable to do it and somebody else would have to contact me it’s been 48 hours plus and nobody has contacted me I feel like this company is just avoiding giving me my refund . They instantly took away my membership but can’t give me my money back I feel like this is theft.

      Business Response

      Date: 11/25/2022

      At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to this complaint, we have refunded the membership fees. We apologize for any inconvenience this may have caused.



      ****** S.

    • Initial Complaint

      Date:11/18/2022

      Type:Product Issues
      Status:
      Resolved
      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 trying for 2 months to return a washer and dryer purchased at SamsClub.com. At first a representative scheduled a pickup for me and told me a date. I took off work and nobody ever came. Then they tried again and a 3rd party contacted me and wasn't interested in doing the pickup because it was an appliance. Now for the last several weeks I've been in a loop: I call about the return status, they put me on hold, say its escalated and PROMISE that I'll get a call within 24-72 hours, nobody ever calls, and when I call back in it repeats itself.

      I haven't been able to do laundry for 2 months at home because they hauled away my old one. I'm trapped in an endless loop of "we promise someone will call you" and nobody ever does. Nobody lets me escalate the issue. Everybody on the phone is nice and acts like they are on my side so they can kick the can down to the next representative when I call next time. They say whatever they can just to get me off the phone and not have to deal with it. Its been the worst CS experience I've ever had.

      Business Response

      Date: 11/24/2022

      At Sam’s Club, we continuously strive to meet and exceed
      the expectations of our members. In regard to Mr. *****’s complaint, we have
      reached out to our carrier to pick up the defective items and have issued a
      full refund for his purchase. We apologize for any inconvenience this may have
      caused.

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

      Customer Answer

      Date: 11/29/2022



      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:11/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 online account has been hacked multiple times. I have changed my password to something no one should be able to figure out. I have contacted Sams, they have credited me for the items that was shipped to the incorrect address. They tell me someone from the fraud department will contact me, I have yet to hear from anyone in the fraud department. They tell me I can not be transferred to the fraud department. I am wondering if they even have one. I would think as big as Sams is, they would have a fraud department. I have the information still in my account from what the hacker put in my account because I want them to see it. They put a credit card in my account with a name and address, with a different address to be shipped. I do not want anything to happen, and this come back on me. I feel like I am not the only one this is happening to. I do not feel safe ordering from Sams or them having my information. I was thinking it was an app issue, I quick using the app, and it still happening. I am having to check my account online every single day to make sure it has not been hacked. I should not have to do this. They also do not have a 2 step authentication to sign on as well. If they do not care about their customers, then I need to cancel my membership.

      Business Response

      Date: 11/23/2022

      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 closed this incident due to no response from the member. Thank you, ***** ** *************

    • Initial Complaint

      Date:11/15/2022

      Type:Order Issues
      Status:
      Resolved
      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.
      Hello in aug/sept 2021--- I spoke with a Sam's Club (corp) manager regarding my order Aug 27, 2021---Order **********---$1,042.69 (1 items)---I believe her name was *** and she gave me a two year membership on my account and the dates are now confusing me

      If I was given a 2year free membership in Aug/Sept of 2021 ---should the dates be as follow
      2022-free
      2023-free
      2024 - I continue to pay
      Please advise.

      Business Response

      Date: 11/23/2022

      At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to ********'s complaint, the membership is confirmed as active until 2024. We apologize for any inconvenience this may have caused.



      ****** S.


      Customer Answer

      Date: 11/28/2022



      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:11/15/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 sams club in rock hill sc nov 4 and nov 5 left several messages at the tire department wanting to buy some tires for my 1962 chevy nova and no one ever called me back and when i called back few more times i got hung up on or put on hold and no one would ever come back to the phone to help me

      Business Response

      Date: 11/18/2022

      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 Resolved the concern by Issuing a gift card . The member was very pleased with the resolution. Thank you, *****.c

    • Initial Complaint

      Date:11/15/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Merely want annual dues membership refunded. They debited my checking my checking account without my authorization. I have contacted Sam’s Club numerous times but to no avail. I want to cancel my membership as I live 1.5 hours away from nearest Sam’s club. I have spoken with them numerous times but to no avail.

      Business Response

      Date: 11/29/2022

      At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Mr. *****’s complaint, we are still working to resolve this issue. We apologize for any inconvenience this may have caused.



      ****** S.

      Customer Answer

      Date: 11/30/2022



      Complaint: ********



      I am rejecting this response because:

      There has been no resolution to this complaint. I have received two emails from Sam’s Club, but no return of yearly fee. They claim to have left voice message on my phone, but they most certainly have NOT. I will gladly post a positive review once this has been resolved. 

      Sincerely,



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

      Business Response

      Date: 11/30/2022

      We are happy to report that the membership fees have been refunded in the form of a gift card sent to Mr. *****. We apologize for the delay and any inconveniences this may have caused. We greatly appreciate your patience with this matter. 

       

      ******

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

    • Initial Complaint

      Date:11/14/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Unable to cancel membership remotely. Sam's Club advertises that you can cancel you membership subscription remotely by calling a number listed on their website. However, when you call the number and attempt to cancel. The recording says to visit a store to cancel and hangs up.

      Business Response

      Date: 11/19/2022

      At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. We have closed this incident due to no response. Thank you, ***** ** ***********

    • Initial Complaint

      Date:11/09/2022

      Type:Product Issues
      Status:
      Resolved
      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 ordered 3 items on October 26th 2022. Order number ***********. The total cost was $289.71. The items were "stuck processing" I assume. None of the items arrived on time. I was told that the items were canceled. The items eventually arrived late. I immediately returned the items. I was only partially refunded for the items in the amount of $218.43.After several chats to customer service I'm told they can't help. After several emails to the specialty team, they're not helping or even responding anymore. This doesn't make any sense. I shouldn't have to be dealing with any of this. None of this is my fault. I've promptly returned the items I was told wouldn't be shipped to me in the first place. Everything is documented, this is insane. I've experienced nothing but issues with this company.

      Business Response

      Date: 11/10/2022

      ************* 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 reached out to this Member and provided information regarding their refund status. We were able to fulfill the missing portion of her refund coming from our end and provided compensation for the delay. - **** K.

      Customer Answer

      Date: 11/14/2022



      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,



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

    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.