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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.

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    • Sam's Club

      2101 SE Simple Savings Dr Bentonville, AR 72712-4304

    • Sam's Club

      4765 Commercial Drive New Hartford, NY 13413

    • Sam's Club

      100 Thruway Plaza Buffalo, NY 14225

    • Sam's Club

      10401 Bennett Rd. Fredonia, NY 14063

    • Sam's Club

      1855 State Route 5 & 20 Waterloo, NY 13165-9496

    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 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:10/12/2022

      Type:Delivery 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.
      Sam's Club will not accept my payment method for grocery delivery. Please resolve this for everyone. Thank you.

      Business Response

      Date: 10/13/2022

      At Sam's Club e continually strive to exceed members expectations.  At this time EBT is accepted inside the club only. 

    • Initial Complaint

      Date:10/12/2022

      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.
      Unauthorized charges to credit card for4 months (June-September). Sam's Club has been charging my credit card $3.23 each month - this charge was not authorized by me nor does it correspond with any of the orders I have placed through this business.
      I contacted customer service on 9/22/2022 and spoke with a supervisor who offered a $25 gift card and stated she would monitor my account and provide me with periodic updates. She also advised that she would refund me for items that I was overcharged for on order #********** (all items are free delivery since I am a Plus Member), I informed her of the issue with the prices showing on the website and increasing once added to my cart. (I was also due a refund of the delivery charges on that order in the amount of $16 - that gift card was received but the amount was $15.99 I was charged $16 and expect if you state you are refunding $16 that I will receive all the funds I wonder if this is a new money making tactic with Sam's Club) The supervisor claimed it was a computer error that has the prices increasing when they are placed in my cart. To date, I have not received any compensation or follow up to my call. I am requesting an investigation into the erroneous charges and that they discontinue charging my card when I have not placed an order, refund on overcharged items and the gift card that was promised to me.

      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 are happy to report that we were able to speak with the member and have resolved the concern. Thank you, ***** H. *************

    • Initial Complaint

      Date:10/12/2022

      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 did not select auto-renewal for my membership and when I noticed the day it was taken out of my checking account, I called customer service and was advised they would cancel the membership and issue a refund within 7-10 business days. That conversation happened between 9/16-9/18 and I have yet to receive the refund. I have contacted the company twice with no resolution. I continue to check back with the company and they have no resolution and continue to tell me someone would contact me back and no one has contacted us. All that I want is my $45 refunded to my checking account. This is frustrating that I have called multiple times, cancelled the day it came out and it's almost a month later. The case number that I was provided on the initial call for the cancellation and refund was *************

      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 Mr. ****’s complaint, we have provided a refund for the membership fees. We apologize for any inconvenience this may have caused.


      ****** S.

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

      Customer Answer

      Date: 10/31/2022



      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:10/05/2022

      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.
      Ordered a sectional sofa September 7, 2022. Attempted delivery ocurred October 3, 2022. Lots of moving parts at my house that day. Watching as the Truck pulls up to my house, someone exits the truck. A few min go by, a furniture mover with 4 wheels hits the ground followed by a furniture box and another box is lowered to top the first box and pushed up my long drive. Both boxes contain the sofa I ordered but.... it is in two different colors. Obviously, i reject the shipment. Attempted to reach customer service. The phone number listed loops back to a telemarket line continously. Found how to create a chat.... lots of good that did. Failed to hear from customer service. No couch after three weeks and still charged. Everyone blames covid but is that the problem? Or is it extremely bad customer service?

      Business Response

      Date: 10/06/2022

      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 processed a refund for this member's order as their resolution request indicates they would prefer. We have sent them an email to follow up and provide them the information on when they can expect the refund to credit to their account.

      ****** C.

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

      Customer Answer

      Date: 10/07/2022



      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:10/04/2022

      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.
      On 9/7/22 I was billed $45 for a membership renewal fee. I rarely use the membership so I called Sams Club (1-888-746-7726) on 9/8/22 to cancel it. The representative cancelled it and said that I would receive a refund. I was given a confirmation # *************. I hadn't received the refund by 9/16 so I called to inquire about the status. The representative informed me that the ticket had been closed. They opened a new ticket ************* and said that I should receive the refund within 7-10 days. I hadn't received the refund by 9/30/22 so I went to the Sams Club store located at 424 George Clauss Blvd Severn, Maryland 21144 to inquire about the refund. The representative informed me that they couldn't assist me since I didn't initiate the refund request at the store. Please let me know if Sams Club intends to honor their commitment. They offered the refund. I hadn't even asked for it when I called to cancel the membership. Thanks so much for your assistance.

      Business Response

      Date: 10/13/2022

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We were able to reach out to our member and successfully submitted a refund for her membership. She should have the funds back to her account within the next 5-7 business days. 

      -******

       *************

       

       

       

       

      Customer Answer

      Date: 10/13/2022



      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:10/04/2022

      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 ordered a 14 cubic ft freezer from Sam’s Club online. A week later on 19sep22, I canceled it before receiving shipment. I was told I would receive a refund in 5-14 days. It has been 6 weeks and many excuses later and still no refund. They are now asking me for my bank statements which is completely unacceptable. I don’t know what else to do as I am tired of being put off and looking to the BBB for help.

      Customer Answer

      Date: 10/04/2022

      ********** Sam’s Club order number

      Business Response

      Date: 10/11/2022

      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 will need to provide a Official bank statement showing the refund was not processed. Our system is showing that the item was refunded on 09/19/2022 which is why we will require this information before proceeding with a Manual Refund. Once the member has provided the necessary documents we will be happy to look further into this.

      Thank you,

      ******

    • Initial Complaint

      Date:09/28/2022

      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.
      Order ********** This was a home delivery from Sam's Club. I ordered (2) orders of 4 lobster tails, weight adjusted and only received one for each order, yet charged for the eight. If you were only going to deliver only one per order, then you need to change the image on the listing which shows FOUR.
      Then I ordered THREE of the PB & Jelly Sandwiches and only received TWO boxes. I have the Ring doorbell which shows exactly what the person delivered and had in their arms on 3 security cameras.
      I then did a chat with a Sam's rep and they said I had to call the store. So I did immediately and after 25 tries and ringing for over 3 minutes each, NO ONE answered the phone. Then I emailed to your customer service email and crickets. Not one rep replied.
      Please refund for the lobster tails and one box of the Smucker's PB and Grape Jelly Sandwiches along with the delivery fee and tip or please redeliver what I ordered.
      Thank you

      Business Response

      Date: 10/04/2022

      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 connect with the member and have issued the refund. Thank you, ***** H. *************

    • Initial Complaint

      Date:09/27/2022

      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.
      On 8/20/22 I ordered a patio dining set from Sams Club for $1,110,24 Order #9*********. At the time I was living in Colorado and was planning my move to Oklahoma, so I put my Oklahoma address down as ship to address. I had also updated my address on Sams Club web site before I placed the order.
      On 9/1/22 I received notice from Pilot the shipping company, that they were going to deliver my item to my Colorado address. I advised them I had moved and had put my new address on the order for delivery. She said it looked like on her order that it was originally addressed to me in Oklahoma but Sams had changed it to my old address in Colorado. She said she would hold it at their Denver Warehouse until they received notice from Sams to ship it to me in Oklahoma.
      On 9/6/22 I called Sams and was advised they would instruct Pilot to ship to Oklahoma and that it would take 24 to 48 hours, She gave me a Reference #*************
      On 9/8/22 I had not heard anything, so I called Pilot again and was told they had not received any instructions from Sams Club. So I call Sams Club again and advised Pilot is still waiting for instructions from them to ship it it Oklahoma. By this time I was so fed up I instructed Sams Club to cancel the order and issue a full refund of $1,110.24. He said he would and to allow 5 to 7 business days for the refund.
      On 9/25/22 I had not received my refund so I called Sams again. I was told the manager had escalated my refund and I should receive an email in 24 to 48 hours. I told them I didn't want an email, I want my money back.
      On 9/26/22 I called Pilot to see if they had heard from Sams Club and was advised they were instructed by Sams Club to ship the item to Sams Club in Phoenix Az.
      Today, 9/27/22 I received a call from Sams Club that she was issuing the refund and to allow 5 to 7 business days. I told her I was told on 9/8/22 the refund was being issued and to allow 5 to 7 business days! That was 19 days ago!
      All I want is my refund!

      Business Response

      Date: 09/29/2022

      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 our member *******, we were able to verify the order did experience a system issue that cause the shipping address error. This resulted in our member not receiving their order at the correct address, and subsequently causing the member's refund to be delayed. Together, ******* and I confirmed that she has received her refund in full, and additionally have extended her membership for a year at no charge for all the inconveniences they experienced with this order.  ******* was pleased to hear from us and with our resolution.  We look forward to a continued relationship with them.

      Customer Answer

      Date: 09/29/2022



      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:09/23/2022

      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.
      I purchased a $45 Sam's Club Membership through $45 Bonus Offer on September 17. My $45 Bonus Gift Card was supposed to be emailed to me within 72 hours. On September 22, I emailed customer service asking why I never received my $45 Gift Card. 24 hours later, I have still not received a response. Is this offer a scam? My closest Sam's Club is a 1 hour drive from me. I would have never purchased a membership that I have to make a 2 hour drive there and home again had it not been for the Gift card offer. This is unacceptable customer service for such a huge and well known company! Not happy. Buyer Beware.

      Business Response

      Date: 09/28/2022


      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 reached out to the member and provided information regarding their promotion.  Thank you, ***** H. *************

    • Initial Complaint

      Date:09/19/2022

      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.
      member number *** **** **** ******.
      Used mobile app to checkout. The app failed on payment step. Then I went to the physical checkout machine, paid in store. Later that day, I found out I got charged 3 times for the same item! Apparently even though the app show payment failed, it actually did went thru! Contacted Samsclub multiple times:
      1. Online email form, Incident: *************, no response.
      2. Online chat. CS play dumb, delay tactics, over 30 minutes, and CS still haven't even looked up the orders.
      3. Called local store, CS said nothing they can do over the phone

      Business Response

      Date: 09/22/2022

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

      Customer Answer

      Date: 09/22/2022



      Complaint: ********



      I am rejecting this response because


      Sincerely,



      ******* ****

    Sam's Club is NOT a BBB Accredited Business.

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