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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/07/2022

      Type:Billing 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.
      We were a member for a couple years and went to the store in Hot Springs Arkansas. Not sure when they did it but they changed our membership to auto renewal. We did not request that, and was annoyed when on Aug 17th the Hot springs store charged my card 45.00 for renewal. I called the store to inform them we had moved away and we now live in an area that the closest SamsClub is 40 miles away and we simply don't need the membership. The clerk in Arkansas informed me I would need to go to my local club and cancel. I guess she didn't get that I don't want the membership because the nearest Sams is 40 miles away. She got nasty with me at that point and hung up. I then called the national customer service line which I got to speak with some annoying fellow with a thick accent who wouldn't listen to me at all and just kept trying to upgrade my membership, it was only when I asked to speak with a manager that he stopped the sales pitch and agree to cancel. Its now weeks later and I'm still waiting when I was told 3 days. I then tried calling samsclub in Tucson and talked with the store manager which promised to attend to the problem and would call me back that afternoon. She never called back and its now Sept 6 and I still haven't been cancelled and refunded. This is totally unacceptable from a retail giant such as Sams Club. I want my membership cancelled and refunded my 45 dollars.

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

      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.  However, it took having to file a complaint with the BBB to get it resolved.  The employees at Sams Club should have done their job rather than hang up on us when we called.



      Sincerely,



      ***** ******

    • Initial Complaint

      Date:09/07/2022

      Type:Service or Repair 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 Aug 22, 2022 I placed an online order ********** for Premier Protein High Protein Shake, Chocolate from Sams Club. After a day or so I noticed the order had been cancelled so I did an online chat with a customer service rep and was told they could not see any reason that my order should have been cancelled and they were escalating the problem to a team. After time had passed I had not heard from anyone so I did the online chat again and this gal told me the problem had been escalated, however, it takes 5 business days for them to answer. After that time had passed I did the online chat with a customer service rep again and this time was told the problem was being escalated to a management team and they would contact me within 72 hours. No-one has responded via email or text message as to why they cancelled my order and the 5 business days and the 72 hours have passed. Sometimes the customer service rep would say I was more than welcome to order the product again. Not to be that customer but why should I have to reorder something I already ordered and they cancelled along with the fact that no-one has contacted me as to why the order was cancelled. I would appreciate a response from someone at Sams Club and not just a "you are welcome to reorder the product".

      Business Response

      Date: 09/12/2022

      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:09/07/2022

      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.
      I had tried to place and order with Sam’s club and for some reason my order never went out , I called to over 3 times to try and get resolved each time was told to wait 24-48 or 48 -72 hours to get response back never got responses back. Then my order was cancel, spoke to supervisor who I emailed back and forth several times in regards ( incident # *************) and again was told it was getting sent to tech support and to wait 48 hours. I did this more then once. Still no one reached out with a resolution. Today go on Sam’s club website and the items I wanted are out of stock. I started my order on 8/14 and it’s now 9/2. This was handled very poorly on Sam’s Clubs part.

      Business Response

      Date: 09/09/2022

      ************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. I have spoken with this member regarding their ordering issue and was able to resolve the error on her account. We issued a Gift Card for the inconvenience she faced and established contact for future assistance if needed. - **** K.

    • Initial Complaint

      Date:09/07/2022

      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.
      On or about approximately July 17th, 2022 I went to a Sam's Club in San Diego California and stopped at the AT&T section to look at a possible phone for my son as a graduation gift. That sounds person told me what I was eligible to get and how much my payments would be and I inform the salesperson that I would have to come back another day. However that salesperson submitted my contract and all of my social security, birthday and I'm guessing my signature which would have been forged, because she created an account for a new cell phone as well as a new cell phone plan totaling over $1,000 in my name. I've been trying to work with Sam's Club to fix this and they are not helpful. It is now on my credit report, the derogatory comments and points because of a non-payment for an account I never created. Please help me resolve this issue I don't know if I do it legally or through the better Business bureau please help

      Business Response

      Date: 09/16/2022

      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 after further investigation we forwarded  this to our AT&T team. This team determined that the member also visited a AT&T retail location prior to visiting Sam's club. It was determined that it was at this AT&T retail location where the issue occurred. AT&T has resolved this issue with the member and assured her that these will be removed from her Credit Score. AT&T and Sam's club both consider this case closed.

      The member was very pleased with the resolution.

      Thank you, ******

    • Initial Complaint

      Date:09/07/2022

      Type:Delivery 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 purchased an order (**********) from Sams Club online and it was to be delivered to the house. On Aug 26, I received an email notification that the order had arrived at a specified time on Aug 26. I was home at the specified time and no package was delivered. I also checked later in the day and nothing was to be found. I reached out to Sams Club chat to inform them of the delivery email notification and that the package was not delivered. The response I received was to notify police and file a police report. My response to that was to question whether fed ex actually delivered it to my address? Can we confirm fed ex actually delivered it to the proper address? The representative told me that they can confirm the order was delivered to the street you live on. I responded that a street name is not my address. There are over 60 houses on the street. Then, the representative disconnected the chat. I followed up with Fed Ex directly and the following day Fed Ex actually delivered the package to my house (Aug 27). The whole situation is bizarre and Sams Club did not provide any meaningful help. I did not want to file a police report when I could not confirm whether the package was actually delivered to my house. Bad policy. Going into the future, I do not feel comfortable purchasing items from Sams Club online.

      Business Response

      Date: 09/13/2022

      At Sam's Club, we continually strive to exceed the expectations of our members and work hard to improve our service to them. We are happy to report that we were able to speak with the member and have resolved the concern.  Thank you, ***** ** *************

      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:09/06/2022

      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.
      placed an order for curbside pickup - picked up order, had it loaded in my vehicle and was told the frozen shrimp wasnt in stock and would be cancelled and refunded in a few days. no refund was issued to my payment or in a Sams credit. I contacted the customer service dept today bc I am covid positive and cannot go inside of a club to resolve this issue. im looking for the refund of two items that were not given to me at pickup but I have been charged for them. order ********** - 2 bags of shrimp$33.96
      $16.98 each

      Business Response

      Date: 09/07/2022

      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. 

      Customer Answer

      Date: 09/08/2022



      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:09/01/2022

      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.
      I had sam's club membership many years ago and canceled it at least 5 years ago. But since that, I received membership charges every year, which is 45+tax. Every year, I've contacted sam's club customer service but they responded that "since I don't have active membership, they can't trace and cancel the charge". It has been 5 years and I have to contact my credit card issuer to disbute the charge every year.

      Business Response

      Date: 09/02/2022

      At Sam's Club we continually strive to exceed members expectations.   We were able t locate one membership that began in 2019 and as been expired since 2020. We have not collected any membership fees.   If you believe this is error, please contact 888-746-7726 and provide bank statement. Thank you, *****

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

       ****

    • Initial Complaint

      Date:08/31/2022

      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.
      My purse was stolen and In the purse was my sams club card I need a new physical card so I can get gas I should not have to wait for an attendant to come help me if I’m paying for a member ship card that is more than an inconvenience as well as my person in my house hold that qualifies for the complementary card does not have a smart phone to download an app… how can I get a card? I would hate to have to cancel my membership

      Business Response

      Date: 09/02/2022

      At Sam's Club, we
      continually strive to exceed the expectations of our Members and work hard to
      improve our service to them. After attempting to reach ******* ****** by phone or
      email we have currently not been able to speak with her. We do empathize with *******'s situation, but out of effort to protect our member's identity security, we do require verification of ID at our Member Services Desk in club to release a replacement physical card. If ******* reaches back out we are happy to speak with her, and we look forward to a
      continued relationship.

      Customer Answer

      Date: 09/17/2022



      Complaint: ********



      I am rejecting this response because: 

      I was not made aware that a physical card was printed for me or whom I need to contact to actually get the card? Is this something that’s going to be mailed to me? Do I need to go to my local club to pick up? I need more info??? 

      Sincerely,



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

      Business Response

      Date: 09/30/2022

      the member is to visit the local club in order to obtain a new membership card. 

    • Initial Complaint

      Date:08/30/2022

      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.
      I have a Sam's Club PLUS membership. For the past week, I've tried calling and emailing numerous times. Nobody seems to care at Sam'sclub.com. My credit cards are being charged, and purchases are being canceled with no advance notice or explanation. I called customer service, which was ineffective. They keep telling me that someone will contact me and fix the issue, but it's been a week and nothing has happened. I'm having the worst experience with their site, not to mention I paid $100 for a plus membership for better service in which I'm not getting what I paid for.

      Business Response

      Date: 09/03/2022

      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 resolved the concern.   Thank you, ***** H. *************

      Customer Answer

      Date: 09/06/2022



      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:08/29/2022

      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.
      Purchased a generator online through Sam's Club on 7/25/22
      Shipper contacted us stating they could not get a semi down our country lane
      Shipper sent generatgor back to Sams
      Called Sams to cancel the order and requested a refund
      Numerous phone calls to Sam's club are always met with....response within 24-48- hours
      No return response from Sams
      No refund, no generator
      It has been over a month and we still cannot get a credit for the item never recieved

      Business Response

      Date: 09/05/2022

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Upon checking our transaction system, we have seen that a refund was processed for the member on 8/29. We have reached out them by email to confirm whether they have or have not received that refund and are waiting on their reply to discern the next steps.

      ****** **

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

    Sam's Club is NOT a BBB Accredited Business.

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