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Business Profile

Buying Clubs

Sam's Club

This 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

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

      3535 Russett Green Laurel, MD 20724

    • Sam's Club

      424 George Clauss Blvd Severn, MD 21144

    • Sam's Club

      5604 Buckeystown Pike Frederick, MD 21704

    • Sam's Club

      5702 Baltimore National Pike Catonsville, MD 21228-1306

    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:09/16/2022

      Type:Product 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.
      On July 23, 2022 I ordered a piece of furniture online from Sams Club. The piece was delivered severely damaged. I contacted Sams to ask for a return. It took a couple of weeks and phone calls to get the item picked up which it was on August 29, 2022. I have been waiting for a refund since that time with no results. Sams has told me they will not make a refund until the item is received in their warehouse and directed me to follow up with the freight carrier. AIT Worldwide confirmed the return but has not yet made arrangements (almost 3 weeks later) to have the item picked up and conveyed to Sams. It is still in the local warehouse almost 3 weeks later and may take longer to even get to the warehouse at Sams. In the meantime, I have had to pay my credit card charge of almost $750.00 for the item and am not confident of its ever being refunded. Many calls and emails, chats etc with Sams but they do not make any effort to assist with resolving this issue.

      Business Response

      Date: 09/20/2022

      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 resolve the concern and issue the refund.  Thank you, ***** H. *************    

      Customer Answer

      Date: 09/20/2022



      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:09/16/2022

      Type:Product 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.
      On 8/24/22 I purchased 2 Visa Vanilla gift cards. I put $150 on each card and the card fees were $4.88 each. I gave the card to a volunteer who helped out at my non-profit program all summer as a thank you. When the young lady went to use the card there was only $3 remining, someone had stolen the card info and purchased tickets for a company called Tixpicks. I called Sam's corporate office and was told that the General Manager would be in touch, but in the meantime I was encouraged to go to the store where I purchased the cards and ask for a refund. When I went back to the Laurel, MD Sam's Club No. 6434 I was told that the cards were non-refundable. I called the corporate office again and told them that the store refused to refund my money for the cards and that the GM never called. I was told that a formal complaint would be filed on my behalf and that a recall would be placed on the Vanilla Visa gift cards and that I could then take the cards back and get a refund.
      The rep sent me a $50 gift card for my inconvenience. Several weeks have passed and I still have not gotten a call from the GM, no recall has been issued but I did receive the $50 gift card. I called back once more and I was told that the corporate office would provide me with replacement virtual gift cards instead as a resolution to my issue, instead I received an e-mail that stated "unfortunately we don't have access to the gift cards purchased at a local club, no worries, we highly suggest you to visit the club for further assistance" I would like a full refund in the amount of $309.76.

      Business Response

      Date: 09/27/2022

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by ***** *****, the member has been informed by the club manager that he'll refund her for the gift cards next time she shops in club. If Miss ***** has any further issues she'll reach out to me via email.


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

      Customer Answer

      Date: 09/28/2022



      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:09/14/2022

      Type:Order 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.
      We pur*****d ATT phones full standing that they was a 14 day guarantee satisfaction. We told them we couldn’t use them in a particular area that they told us it would work in for 16 days. It didn’t work in that area Of Minnesota as promised. I came back to the store and the rep said I have to go to an AT&T office and have them work with them which I did. They try different settings, we went back to that area in Minnesota and it still didn’t work. Went back to the AT&T store they told me that if I put an airplane mode for 15 seconds and then turn it back on that might help. Nothing has happened to improve the usability of the phones. I am asking forour released from the contract with no further charges on our phones. I’ve been trying to work with a regional rep by the name of Ron but he just gives me the runaround. This is a last resort before I Drop my Sam’s membership.

      Business Response

      Date: 09/20/2022

      At Sam's Club we
      strive to exceed members expectations. In regards to the complaint received by ***** *****, the member has been contacted by AT&T and was assisted with resolving the issue. The member stated he will reach back out to me in a week if AT&T's assistance didn't successfully fix the complete issue but in the mean time everything appears to be in good standing. 


      ***** *** ******
      *** ****** *********
    • Initial Complaint

      Date:09/13/2022

      Type:Sales and Advertising 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 have the Sam's Plus Membership because of all the products i can get the "Free Shipping" with. I've used it for years. I've noticed that prices on the products go up when you choose the shipping option versus the pick up in club option. Although there is no itemized shipping cost showing when you check out, increasing the price of the product is essentially charging for shipping. An example you can check is Cheezits (item 80643). It clearly says "free shipping for plus" on that item. However the price for in club says $8.64; the product price for shipping is $9.42. This is not honest practice. The shipping FAQ does not provide enough detail to make this clear to customers, nor does the check out make it clear that you are paying more if you choose to ship. Just horribly misleading and a scam in my opinion.

      Business Response

      Date: 09/17/2022

      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:09/13/2022

      Type:Product 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.
      My former membership # was *****************. I have tried to call in and chat in well over 4 times to get a membership refund (to my original form of payment) from a membership fee that was auto-renewed without my knowledge/consent. I have multiple reference numbers ************* and ************* to name a few. They keep stringing me along saying someone will call me to process refund and this all stems from 8/8/2022. A refund shouldn't take more than a month. I have been fighting tooth and nail to get this $45 refund processed. Please help!

      Business Response

      Date: 09/16/2022

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

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

    • Initial Complaint

      Date:09/13/2022

      Type:Product 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 9/10/2022 I signed up for Sam's Club +, went through the process, got charged, welcome emails, text confirmation etc .... membership was canceled/revoked within hours. Thinking that it might have been due to me being on a VPN, I repeated the sign up on 9/11/2022 off the VPN - same thing, charged, text confirmation, welcome emails, placed order ( card was charged) ... membership canceled/revoked again within the hour.

      I can only surmise that they did this to prevent actually offering the free shipping that they purportedly offer - if this is the case, then they should not promote it under false pretenses, they should not charge the card(s) if they are in the, apparently, banned areas only to deny the services offered - this is wrong. $218 tied up in this silly game that I consider to be false advertising. I have previously been a member of Sam's Club, picked up at Walmart this morning .. hope they enjoy that last purchase. I should not have to spend any more time seeking a refund for their business practices. Pics of chat, welcome emails, charges have been retained.

      Business Response

      Date: 09/17/2022

      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 his issue. We apologize for any inconvenience this may have caused.

      ***** **
      *************
    • Initial Complaint

      Date:09/13/2022

      Type:Product 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.
      8/19/22 Purchase a recliner electric chair from Sam's club.com, received on 8/25/22 and it don't work, call customer care at Sam's club.com and was told that the recliner will be pickup by FedEx, today is 9/10/22 and no pickup. Went to Sam's club locater in Myrtle Beach SC, spoke to customer service and no resolution was giving to me, my husband 75 and Am 67 not able to take this merchandise back our self. Please help us

      Business Response

      Date: 09/17/2022

      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 issue, and she has been unresponsive. If she still requires assistance, please contact Member Services at 1-888-746-7726. We apologize for any inconvenience.

      ***** **
      *************
    • Initial Complaint

      Date:09/12/2022

      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.
      On 7 Aug 2022 I purchased a gazebo with installation from the Sams club website. At the time of purchase the website showed deliver BY 15 Aug. After making the purchase I received tracking info from the freight carrier stating it would be delivered by 28 Aug and I scheduled the install for 10 Sept. It was not delivered by 28 Aug, on 29 Aug the shipping info updated to delivery by 14 Sept. On 29 Aug I contacted Sams club requesting a refund and cancellation of the order. The online chat representative stated I would be contacted within 48-72 hours. I have not yet been contacted in regards to a refund or cancelling the order.

      Business Response

      Date: 09/13/2022

      At Sam's Club, we continually strive to exceed the expectations of our Members and will continue to work hard & improve our service to them. I am so glad we were able to speak with you to address your concerns & get you fully taken care of. We hope that you have a wonderful day & appreciate your continued business here with Sam's Club! Thank You, ******* C 

      Incident #: *************

      Customer Answer

      Date: 09/13/2022



      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:09/08/2022

      Type:Order 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.
      Sam's Club is allowing someone to ILLEGALLY use my business information of which the person obtained a Business Membership at Sam's Club. I tried communicating with Sam's Club about this matter and they told me that since the person was PAYING FOR THE MEMBERSHIP that there was nothing that I could do, although the membership IS IN MY BUSINESS NAME! The person using the account has placed themselves as a "primary account holder" with me as a "card holder" on the account and I do not even shop at Sam's Club nor will I ever since they allow ILLEGAL BEHAVIOR which they place high value on because of MONEY! The lady I communicated with told me that since the person was actually paying for the membership that they could continue to use the account under MY BUSINESS NAME! This is ILLEGAL! I do NOT Shop at Sam's Club and I do NOT want my name or my business name affiliated with Sam's Club! I WANT THE ACCOUNT CANCELED/CLOSED IMMEDIATELY or they will leave me no other choice to get LEGAL REPRESENTATION all because they are all allowing someone to ILLEGALLY USE MY INFORMATON BECAUSE THE PERSON IS PAYING THE MEMBERSHIP! I WANT THE ACCOUNT CLOSED IMMEDIATELY!

      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 are happy to report that we were able to speak with the member and have Closed the membership as requested. The member was very pleased with the resolution.

      Thank you,

      ******

      Customer Answer

      Date: 10/12/2022



      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:09/07/2022

      Type:Order 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 have a credit card (Master card) open with Sam's club when I was a member and the issuer of the credit card is Synchrony bank.
      In using this card for any purchases, I am able to get cash back added to my "bucket" and at the end of the year, I am expecting to redeem my cash reward.
      I called synchrony bank and I was told that I have to go to the nearest Sam club to redeem my cash reward. When I get to Sam's club, I was told that I don't have any cash reward and if I want my cash reward I have to renew my membership. I don't want to renew my membership. However, every I use the master card it still accumulate cash back reward even not currently a Sam's club member. The purchases don't have to be at Sam's Club.
      Now I am trying to get bank my cash reward and I am not able to.

      Business Response

      Date: 09/20/2022

      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 forwarded this information to Synchrony Bank for assistance. Thank you, ***** H.

      Customer Answer

      Date: 09/20/2022



      Complaint: ********



      I am rejecting this response because:

      I have reached out to synchrony Bank and was told that it's Sam's Club and they have no control  of this.



      Sincerely,



      ***** *****

      Business Response

      Date: 09/21/2022

      At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. This complaint was handled by Synchrony and they have provided written response by mail to the member. Thank you, ***** H. 

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