Buying Clubs
Sam's ClubThis business is NOT BBB Accredited.
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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
- 1,554 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:11/07/2022
Type:Delivery 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.
Date of transaction: 11/4/2022
Amount: 105.00
Purchased an ONLINE ORDER delivery order from the Sam's Club App. The order consisted of POM Bath Tissue, Zephyrhills Water 8oz 48 pk, Poise Incontinence, Long 156 count, Zephyrhills 100% Spring Water 20oz, 28 pk.
The order was never delivered to home. I contacted both the local Sam's Club and Customer Service to notify them of the issue and request for a refund of my order. According to Sam's, in order for me to receive a full refund i need to present my drivers license... My order was paid with the same credit card that is on my profile as a member and the same credit card the order was paid with... A gift card was offered, i declined, I'm requesting for a full refund to be refunded back to me in the original form of payment. I'm not quite sure the reason for me to come into one of your facilities for a refund.
The Miramar Florida store tried to resolve the issue but was unsuccessful.
The order number is ***********Business Response
Date: 11/19/2022
At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Ms. *******’s complaint, we are still working to resolve her issue. We apologize for any inconvenience this may have caused.
***** **
*************Initial Complaint
Date:11/07/2022
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 order two 68 inch consoles at Samsclub.com about a month ago (Order ***********), and they were delivered a couple of weeks ago. However, both consoles were broken upon arrival. I have sent them the pictures and I will attach them here as well. After that, I contacted Sams club numerous times trying to get a replacement or refund, however, they never process any of that. I tried online chat and calling, and I even tried the manufacturer in hope of getting the replacement parts, but no lucks at all. Some of the time, the agent at Sams club would tell me that they will get back to me in 1-2 days about scheduling someone to pick them up and refund me. But that never happened! NO ONE at sams club ever contacted me about how to retrieve the broken consoles.Business Response
Date: 11/10/2022
At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Mr. *****’s complaint, we have scheduled a pick up for the defective items and will have a refund processed. We apologize for any inconvenience this may have caused.
***** **
*************Business Response
Date: 11/17/2022
At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Mr. *****’s rebuttal, a refund was issued in lieu of a replacement because the item is now currently out of stock. We apologize for any inconvenience this may have caused.
***** **
*************Customer Answer
Date: 11/18/2022
Complaint: ********
I am rejecting this response because: Here is the link to the product: https://www.samsclub.com/p/whitney-68-inch-console-assorted-colors/prod26030757. It has shown as in stock ever since I requested replacement. I can't possiblity understand why they refuse to get me a replacement, and now they even lied about it being out of stock.I was so frustrated about the service from Sams club, so I didn't renew my membership when it was expired last month. Might be that is why they discriminate against me. Especially in one email that their agent emailed me, she specifically asked me to renew my membership. I refuse to do that because of the horrible experience with those two consoles.
Sincerely,
***** *****Initial Complaint
Date:11/07/2022
Type:Product 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 purchased a blender in November of last year. Per the website i was in their return window however sams said that I was not. The person said they could give me a credit but not a refund. I said that was fine. I returned a few weeks later as I did not get the credit. They said since I bought it online it would take up to 3 months and to contact the 800 #. I purchased off the app for in-store pickup. I called the number after the 3 months and was told that was not true I should have been credited immediately. They said I have to go back to the store again. This is absolutely ridiculous and I cannot afford to keep driving back for nothing. I'm out a blender and 80.00.
Nov 8, 2021
Order# **********
Business Response
Date: 11/15/2022
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 refunded this member and have reached out to them via email to inform them of when they can expect their refund to be available to them.
****** C.
*************
Customer Answer
Date: 11/16/2022
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:11/01/2022
Type:Order 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 signed up for SAM'S club with the offer below. I was supposed to receive a $45 credit with sign up within 72 hours, but Sam's Club never applied the credit. I made attempts to solve this issue in the store, three times by phone, and also as a last resort through their Twitter account. None of these solved the problem and the Twitter people told me to go to the store or call again which already didn't work. I am not really interested in being a member of this club anymore since they have such difficulty fixing this simple issue. I want a refund since they did not live up to the terms of their offer which specifically states: "Your $45 credit will be loaded onto your membership account within 72 hours and will come off automatically when you check out at any register in your local club." This categorically did not happen. My member number is *****************. I was also given an incident number *************, however no one ever followed up on the incident, so I'm not sure why that was even provided.
To get the offer:
1. Click to JOIN NOW ONLINE.
2. Head to your local club, and get your membership card from the membership desk or use the Sam's Club app to get your mobile card.
3. Your $45 credit will be loaded onto your membership account within 72 hours and will come off automatically when you check out at any register in your local club.
Note: The $45 will only be good for 60 days in your account and must be used in one transaction. You also must check out at a register it will not work with Scan & Go or with an online order. It also excludes purchases of alcoholic beverages, tobacco, milk, fuel, pharmacy, or gift cards.Business Response
Date: 11/05/2022
At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. We are happy to report that we were able to reach out to the member and have issued a gift card. Thank you, ***** H.Customer Answer
Date: 11/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I will accept this just to end the matter, however putting a customer through all of this hassle just to get what they promised me a month ago is very poor customer service. I made two trips to the store and spent over an hour on the phone dealing with completely clueless CSR's that didn't even understand that this promotion was on offer.Thank you for your assistance.
Sincerely,
****** *********Initial Complaint
Date:10/31/2022
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.
ON OCTOBER 21, 2022, MY DEBIT CARD WAS CHARGED $110. BY SAM'S CLUB FOR RENEWAL OF MY CLUB MEMBERSHIP. THIS WAS AN UNAUTHORIZED CHARGE. I CALLED MY LOCAL SAM'S CLUB TO DISPUTE THE CHARGE THAT WAS NOT AUTHORIZED; I WAS GIVEN THEIR 800 PHONE NUMBER TO CALL. I CALLED THE NUMBER AND TOLD THEM THAT I DID NOT AUTHORIZE THE CHARGE AND WAS TOLD THAT IT WOULD BE CREDITED BACK.
OCTOBER 27, I CHECKED MY BANK ACCOUNT, WHICH SHOWED NO CREDIT. I CALLED THE 800 NUMBER AGAIN AND WAS TOLD BY THE REPRESENTATIVE THAT MY $110 WAS CREDITED 0N OCTOBER 24 AND I SHOULD CALL MY BANK. I DID CALL MY CREDIT UNION AND WAS TOLD THERE WAS NO CREDIT SHOWING.
YET AGAIN, I CALLED THE 800 PHONE NUMBER, SAYING THAT I WANTED TO SPEAK WITH A U.S. BASED SUPERVISOR (I COULD NOT UNDERSTAND OR HEAR THE PREVIOUS REPS VERY WELL) AFTER 9 1/2 MIN , ON HOLD, MY CALL WAS ANSWERED. I ASKED IF SHE WAS US BASED AND WAS TOLD SHE WAS. I PROCEEDED TO TELL HER THAT I WAS LIED TO ABOUT MY CREDIT AND I DEMAND MY MONEY BACK; I CHOOSE WHEN & IF I RENEW MY MEMBERSHIP AND SAM'S (OR ANYBODY ELSE!) HAD NO RIGHT TO TAKE MY MONEY WITHOUT MY PERMISSION-THIS SUPPOSED US BASED SUPERVISOR DISCONNECTED THE CALL!!!
I WENT TO MY CREDIT UNION OCTOBER 28 TO DISPUTE THE CHARGE AND CANCEL MY DEBIT CARD.
WOULD LIKE TO ADD, THAT ON OCT. 26, I STOPPED TO GET GAS AT SAM'S & WAS TOLD MY MEMBERSHIP NEEDED TO BE RENEWED!! THEY HAD MY MONEY AT THAT TIME & STILL HAVE IT!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. We apologize for the inconvenience but as per our policy and procedures the member should have received a renewal notice via email or mail. I have attempted to reach out to this member by phone and email on 11/1-11/4 and 11/9 and was not able to make contact with the member to resolve this issue.
Thank you *****
*************
Initial Complaint
Date:10/26/2022
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 was issued a physical gift card due to a customer service experience. I uploaded that physical gift card to my samsclub account on 10/18 in the evening. I made no transactions between the 18th and 25th. On the 26th of October, I attempted to checkout using my gift card and it was no longer on my account. I did not use it. There are no transactions listed in that timeframe. I believe this was a system issue or fraud.
I tried contacting sams club and walmart customer service. They either transferred me or told me they couldn't help me. I no longer have the physical gift card to check as I thought once I uploaded it, it would be safe until I used it.Business Response
Date: 10/28/2022
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them.
We have looked into this concern and have found out this is a Walmart Gift card that the member has lost.
Unfortunately there is no way to save a Gift card as a payment method on Samsclub.com or the app. You can only upload them during the time of purchase as a payment method.
The member will need to contact Walmart's customer service as this was a Gift card given to him by Walmart.
Thank you,
******
Customer Answer
Date: 10/31/2022
Complaint: ********
I am rejecting this response as it takes no accountability nor does it provide any assistance. It is not walmart's fault the gift card was removed and they are not able to reissue a gift card that was deleted by another vendor.Initial Complaint
Date:10/24/2022
Type:Customer Service 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 local Sam’s Club in Abilene, TX had an “AT&T” set of employees attempting to get shoppers to switch to their service. They suckered us into that with scams and we are now receiving huge bills and being told that the entire promotion was a fraud and that we owe hundreds of dollars to both T-Mobile, our prior service provider, and AT&T, with no solution except for me to pay or cancel all of my service. I can not believe that a company like Walmart or Sam’s Club would allow such a ridiculous scheme to occur in the store. I am almost more upset with Sam’s than the fake AT&T employees they had scamming me and other loyal, membership-paying customers. And that we have heard from now trying to fix the issue how many people just in my area have been affected by this scheme. When I went back to the Sam’s store, there were different third-party AT&T employees there this time and they claimed they could DO NOTHING TO HELP ME. Sam’s should be held accountable for ALLOWING this to happen in the middle of the store.Business Response
Date: 10/31/2022
At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received from Ms. ********, we have attempted to contact the member six times via email and phone with no response in return. First attempt of contact was made on 10/24, with the last being today, 10/31 via email and phone. We apologize for the inconvenience and have advised the member via voicemail and email to reply to the emails that have been sent, or contact us at 888-746-7726.
Thank you, ******************* * *************
Initial Complaint
Date:10/21/2022
Type:Order 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.
Hello:
I hope all is well. Thanks for making me the best part of Sams Club/Walmart. I have some concerns regarding my membership: *** ***** *********. My concerns are (2) fold. I received notice regarding a membership increase about two months ago. In this email from the CEO, I was informed that I would receive $10.00 in Sam's Cash due to the increase. I renewed my membership about one month ago and have not received my $10.00. I have contacted customer service as the 5-7 business days have past numerous times. Moreover, when renewing my membership, I was presented with an offer to upgrade to plus. I was informed that if I upgraded from basic to plus I would receive a $50.00 gift card. It has been over a month and I have not received my gift card. I am here for an expedited resolution. I would like my (2) offers issued to me ASAP. I appreciate your time and consideration. Have a great week ahead.
Respectfully:
****** *******, II
(*************Business Response
Date: 10/21/2022
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 contacted the member by email and informed them that their promotional offers will be provided to them in the form of an e-gift card provided to their email as well as the time frame in which they can expect to receive that e-gift card.
****** C.
*************
Customer Answer
Date: 10/24/2022
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,
****** ******* IiInitial Complaint
Date:10/21/2022
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.
On September 6th I went to Sam's Club Store to the AT&T booth with the intent of purchasing a device (iPhone) for a significant person's birthday, September 7th. The representative demonstrated several devices and I selected the iPhone 12 Pro. I informed the rep. that the device is for a birthday present for the 7th of Sept. The rep. informed me that he would not be able to provide the device on the 7th, but no later than the 10th or 11th. I then made the commitment and purchased the device, the proposed delivery date was later than I would like but likely close enough I could explain, realizing though, her heart was set on an iPhone... After the device was not delivered by the 11th I begin checking, only to find out the delivery date had been extended to mid October. After further questioning, the local rep it was suggested that date cannot be improved. Later I found out the date was extended even further out, mid-November. In the mean-time, on or about September 19th, I received a device near my door, but the wrong one..., "An iPhone 13 Pro". I took the phone back to the store (Sam's Club AT&T booth) requesting an exchange, only to be told that the device (iPhone 12 Pro) is no longer available nor are the previous discounts, I was promised a 50% discount off of what the price was at that time, along with a down payment so that no payments would appear on her AT&T bill. We were introduced to the AT&T escalation team for their assistance, to no avail... They have only given us the run-around. In the midst of all the miss-promises, frustration, delays, no resolution, ambiguity (I must turn the phone on in order to make the device change)...? We informed the AT&T team and they agreed that NO charges would appear on her bill, we have no resolution, but that promise too was not kept. Charges are appearing on her account...
- Ticket Number - *******
- Case Number - ********Business Response
Date: 10/28/2022
At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. We are currently working with AT&T to resolve this concern. Thank you, ***** ** *************Business Response
Date: 11/19/2022
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by
****** ********, the member has been reached out several time via phone and email by myself and AT&T. We've been unable to get in touch with the member and have received no response so we must close the ticket. I've sent a final email stating that if the member needs more help they can reach back out to me via the emails I've sent.
Thank you ******
BBB Ticket #********Customer Answer
Date: 11/21/2022
Complaint: ********
I am rejecting this response because:
It was stated in the response from the Business that they have been trying to contact us and we did not answer. Well, I am available for receiving calls at all times. I have not received any calls, messages, nor emails. My last response was on the 14th, and the business response was received today,11/21. It made no mention of the last response asking for clarification and stating what was offered by the business. All that was stated in the response from the business was that the complaint was being closed due to lack of contact. Please review all of the communication reviews for contact and context. They should enlighten you on what has transpired. I strongly suggest we strive to reach an equitable conclusion... The business stated that they are making an offer based on what was promised during the purchased, as "outlined in the last consumer response".. This has been a bad experience!Sincerely,
****** ********Initial Complaint
Date:10/13/2022
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.
Returned an item and they cannot find the tracking nor give me a refund on a $500 order
Date returned - 8/19/2022
Order Number - **********Business Response
Date: 10/28/2022
At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to the complaint, we have issued a refund for the item. We apologize for any inconvenience this may have caused.
****** S.*************
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