Business Profile
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:08/29/2022
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.
I had a Sams club membership last year that was supposed to end this past April. When it was coming close to time for renewal, I asked to be canceled. They said they couldn’t renew without sending an email confirmation. I never received a confirmation email, so I thought I had been canceled as I wished. Months later I received a weird text saying I owe them money and it was behind a bill with a late charge. I thought it was a scam, but then I started receiving bills in the mail. I called them immediately and they appologized, canceled me with wiping the debt free as they could see I haven’t shopped with them. They gave me a confirmation number of the debt being wiped clean/things being handled. Month go by again and I receive another bill in the mail along with texts saying I’m late. They have steadily increased the bill 30 dollars each time it’s “late”.. I called them again giving them the confirmation number I had, they tried fixing this again and I asked for another confirmation number to be sure thinking someone just didn’t do it right.. they said they didn’t have a confirmation number as it was supposed to be out of their system but gave me an employer ID number of who helped me the next time.. here we are again, I received a bill in the mail saying I owe because someone isn’t truly canceling this service I said I didn’t even want. It’s going to affect my credit wrongfully. Please help.
Confirmation number they gave originally: *************
Employer ID from my other attempt to fix this: *********
At this point I’ve had 4 transactions with sams club over the same issue.Business Response
Date: 09/03/2022
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:08/29/2022
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 purchased a box spring that they keep saying they will pick up. I don’t want it and three different people said fine we will schedule a pick up. It cost $127.40. They said they will refund my money immediately. They have not done either of these and told me they escalated. That did nothing. Just want my refund and take the box spring that has never been opened.Business Response
Date: 09/03/2022
At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Mr. *******’s complaint, we have picked up his item and he has been refunded. We apologize for any inconvenience this may have caused.
***** **
*************Initial Complaint
Date:08/29/2022
Type:Billing 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.
On August 24,2022 I visited the Sam’s Club website and signed up and paid for a new membership. I paid $100 for a year long membership. A few hours later when I tried to create my account on their website I ran into problems logging in. I tried to do a “reset password” four different times but never received an email with a link to reset my password. So I went back to their website and entered the “live chat” for customer service. It was then that I was informed that my membership had been revoked. I was given no reason as to why it was revoked, only that it was revoked. This was after the membership fee had been taken out of my bank account.
Now, I just want my money back. But all I keep getting is rude customer service agents and a big hassle.
I just want my $100 back. The membership was never even available to use as it was revoked only a few hours after it was applied for.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. We are happy to report that we were able to resolve the concern. The member was provided information. Thank you, ***** H.Customer Answer
Date: 09/02/2022
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: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.
My membership was to expire July 21, 2022. I knew that and did not and was not going to renew it. I get an email July 21 saying my credit card was charged like the $48.00 automatic renewal charge. I don't ever recall ever singing up for that in the first place, but the nightmare of trying to get to a person after getting nowhere online at website was about 3 transfers and an hour long process as no one person could do anything and I was told they could refund the whole amount that would take days to process, or I could get a $25.00 credit and keep the membership for another year.
I am frustrated, but was assured that I was now OUT and would be OUT of the automatic renewal program. OK
Today Aug 26, 2022, my daughter in law **** ****** ( She was the additional person on my card) called to tell HER credit card was charged the 48.00 for an automatic renewal and was never an actual primary card holder and went in club once and ordered something one time on line. She had not received ANY prior notification via phone, text or email and if she hadn't caught it on her credit card bill it would work out like the scammy way things to be set up. It also took her about an hour to get it stopped and refunded BUT it NEVER EVER should have happened in the first place.
Shame on you Sams Club
At this point I am unsure if I am still a member until 2023 or not and if not I need a refund of the balance of the fees I was charged on July 21, 2022.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 processed the refund. Please allow 5-7 days for the credit to post. Thank you, ***** H. *************Initial Complaint
Date:08/26/2022
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 Sam’s Club membership back in August 2021. At that time, I DID NOT set it up for autopay. On August 5, 2022 $100 was drafted out of my bank account for membership renewal. I contacted Sam’s Club customer service that day to tell them to cancel and refund my money. The lady told me that the request had been made and I should receive the refund within 5 days. I called back on August 16 to tell them I still have not received my refund. The gentleman told me that the previous representative had sent it to the wrong que. He refiled the request and said I will here from that department within 72 hours. I called back today, August 26 to tell them again that I have not received my refund. The gentleman told me that they are backed up and other excuses. It’s been over 3 weeks to process a simple refund. I need my refund asap. Please.Business Response
Date: 09/02/2022
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.
***** **
*************Business Response
Date: 09/10/2022
At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Mr. ****’s complaint, we have issued him a gift card for his refund with additional compensation for his satisfaction. We apologize for any inconvenience this may have caused.
***** **
*************Customer Answer
Date: 09/12/2022
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:08/25/2022
Type:Service or Repair 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.
Let's start by saying the communication is terrible from sam's club all across the broad from customers service agents to the supervisor and mainly the department that cancels your order with no explanation. I am a logistics and stock manager for 20 different warehouses in the U.S. I have called for the last 2 months numerous times spoke to many supervisor's that assured me that the would stop cancelling my orders and fix the issue. Still till this day it is still happening. I paid $100 for a membership that they don't even honor with great service. Now we are behind on deadlines and may lose clients or even my job. Really thinking about filing a lawsuit never using Sam's club again.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. We are happy to report that we were able resolve the concern. The member was contacted and provided information. Thank you, ***** H. *************Initial Complaint
Date:08/24/2022
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.
Placed order ********** on July 30, 2022. Estimated delivery date August 8. Contacted Sam's club on August 12 because the item was not delivered. I was told it was escalated and asked me to wait. Contacted the number on the tracking page on August 15th. I was told I need to wait a few days for some one to contact me. I requested to have the order cancelled. I was told the order was cancelled and the phone was hanged up. I didn't receive any email notification, not refund. Contacted Sam's club on August 16 via chat. Was told someone would call me within 72 hours. I asked why it took so long, that representative simply closed the chat. Called Sam's club on August 18. The representative confirmed there was a return request, which was not processed. He said he processed it and promised I would receive a refund within 72 hours. It's now August 23 at 9PM. I didn't receive any email notification, no one ever contacted me, and no refund. Apparently, bad customer service and broken business process.Business Response
Date: 08/27/2022
At Sam’s Club, we continuously strive to meet and exceed
the expectations of our members. In regard to Mr. ****’s complaint, we have processed
his refund. We apologize for any inconvenience this may have caused.
***** G.
*************Customer Answer
Date: 08/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The resolution doesn't address my complaint about the controversial poor customer service I received and it doesn't explain why it took so long to process a simple refund. However, exactly one month after I placed the order, I finally see the refund pending in my account. I am okay to close the complaint, and hope Sam's Club can hear consumer's voice and improve it's practice. Thanks Better Business Bureau for your help.
Sincerely,
Li ****Initial Complaint
Date:08/23/2022
Type:Service or Repair 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.
All my online orders are being automatically cancelled, I've chatted and talked with customer service twice now only being told place another order it'll go through only for the next order to be cancelled as well they tie up my time and money for 5-7 business days .. I PAY FOR THIS MEMBERSHIP SERVICE? WHY??Business Response
Date: 08/29/2022
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them.
We are happy to report that we were able to speak with the member and have resolved the concern.
The member was pleased with the resolution.
Thank you,
******
Initial Complaint
Date:08/22/2022
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 Aug 3rd you attempted to auto renew our mbrship we dont do auto renewal, discover declined it and I told them fine, then you went off and charged it to a different card used in the store, and it went thru. We went to the chandler, az sams off the 1-10 they said it was being processed to us, but it never was, this is my 5th time working on this , phone calls, emails and nothing. so I want the 107 dollars back it was charged on Aug 3, 2022. The account it closed. I have moved, the mbr ship number is *****************
**** and ******* *********
************
We have now moved so the mailing address is
**** ********** ** ********* ********* ***** They can issue a checkBusiness Response
Date: 08/30/2022
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 with no
response in return. We apologize for the inconvenience and have advised the
member to reply to the emails that have been sent or contact us at
888-746-7726.
Thank you, *******************
Initial Complaint
Date:08/22/2022
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 TV on line on May 19, 2022. They delivered the wrong TV, so I did not accept it at delivery. After several attempts to have the correct TV delivered and countless time with Customer service with no luck, I requested a refund on July 28, 2022. To date, I have not received my refund. The continue to send me emails stating they are processing it but it shouldn't take this long.
Thank you for any assistance
******Business Response
Date: 08/29/2022
************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. I am still working with this Member on their refund and am currently awaiting a response. We will continue to assist this Member to make sure their money is returned to them. - **** K.Customer Answer
Date: 09/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it if it holds to be true. They have been telling me for two months now that I would have my refund and I haven't received it so hopefully this time they are telling the truth.
Sincerely,
****** *****
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