Complaints

This profile includes complaints for Sam's Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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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

  4765 Commercial Drive New Hartford, NY 13413

• 

  Sam's Club

  100 Elm Ridge Center Dr Rochester, NY 14626

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.

• Initial Complaint

  Date:08/22/2022

  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 signed up for a $45 sams club membership on April 11, 2022. I was supposed to receive a $45 email gift card.
  August 21, 2022 I inquired with customer service why I have not gotten my email gift card. I was told that the offer was only valid for those who have not had a sams club membership in the last 6 months and I did not qualify due to past memberships. My last membership expired in early 2021 so it was well over the 6 month requirement. I would like the offer to be honored and get my $45 gift card.

  Business Response

  Date: 08/24/2022

  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 communicate  with the member and have issued the gift card   . Thank you, ***** ** *************

• Initial Complaint

  Date:08/22/2022

  Type:Billing 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.

  My membership with Sam's Club automatically renewed and since I didn't plan on keeping the membership, I called to cancel it. I was told that I would receive an eGift card via email to refund my membership fees. That was on August 9 2022. I never received the eGift card. I called back to inquire about it and was told that it was sent to the wrong email address. They left a letter out. I was assured that it was corrected and I should receive the eGift card. I have yet to receive it. I've called customer service a total of four times and also inquired online. Still no eGift card. They keep sending it to the wrong email address. I've tried to find a way to get ahold of someone at the home office because customer service isn't resolving the issue, but have been unable to so. I just don't know how else to get this issue resolved. My membership # was *****************. I only kept reference #s for two of the phone calls. Those reference #s are ************* and *************. The eGift cards are being sent to ***********@yahoo.com. That IS NOT my email. My correct email address is ************@yahoo.com. All I'm asking for is to receive the eGift card as refund of my membership fees.

  Business Response

  Date: 09/02/2022

  At Sam's club we continually strive to exceed members expectations.  We are happy to report that we were able to resend the gift card to the correct email address. We apologize for any inconvenience. Thank you, *****

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

  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:08/17/2022

  Type:Billing 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.

  Opened a standard membership at their Cheektowaga, NY location in April 2022. On July 20th, I was automatically charged a $100 renewal fee and the membership was upgraded to a plus membership. I did not authorize it, and the membership account I had wasn't set to renew until April 2023. During a phone conversation with a customer service employee, I was offered two options: Reinstatement of the standard membership and an $80 gift card or cancel the current plus membership and receive a refund of the $100 membership fee. Neither option was acceptable to me, but the rep just kept re-offering the same options, so out of frustration, I decided to have the membership cancelled and have the renewal fee refunded. The membership was cancelled the same day, and as of August 6th, I had not received the refund promised or any notification from the company. On August 6th, I contacted another rep who told me she couldn’t rectify the problem, and to call membership services. After contacting membership services twice (being hung up on the first time), I was told the refund hadn’t been issued yet, and I would receive a follow-up call on the status in 24 to 78 hours. That call never came.

  Business Response

  Date: 08/25/2022

  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. Please allow 5-7 business for the refund to reflect on the member's side. Thank you, ***** H. *************

• Initial Complaint

  Date:08/16/2022

  Type:Billing 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 August 15, 2022 I received a text message that my bank credit card was used. I opened my Banking app to find out where it said my credit card was used and saw it was showing an online purchase at Samsclub.com. I called my bank and was told the order could not be disputed because it had not fully gone through since it was an internet order and was advised to contact samsclub.com and alert them the order was fraudulent and to cancel the order. As soon as I hung up the phone I called Samsclub.com after being transfered from ******* to ****; **** verbalized she could not do anything, and then transferred me to ***** who is located at the local Sam's club. He verbalized he could not do anything at the local store and Samsclub.com would have to cancel the order. After calling samsclub.com and speaking with ******* I still have received no resolution as it would seem samsclub.com endorses fraudulent use of credit cards through their web site.

  Business Response

  Date: 08/23/2022

  ************* 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 this Member and advised that the charge needs to be disputed with their financial institution. We also provided some strategies regarding account security. They can contact us with any further questions or issues. - **** K.

• Initial Complaint

  Date:08/16/2022

  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.

  I had purchased a dresser from Sam's with order# ********** on February 11, 2022 for a total amount of $466.56. I had received the item around March 15th, and upon receiving the delivery, I notices the item was damaged as there was a crack in the middle. I immediately reached out to the company and they placed a return request for me to get a refund. My trouble started from there as they company uses a terrible shipping partner who was supposed to pick up the return item from my residence. They called me about a month later and told me they don't have a pickup truck available for my area until about a month later. And then they keep pushing the date further and further. I had to reach out to Sam's every two weeks for status but the pick up has not happened until August 1st week when the transport people show up 3 days before the scheduled pick up date and then ended up leaving without picking up the item as I didn't have the box. I had clearly mentioned during the initial pickup request itself that I did not have a box as it was torn as the Sam's representative told me that they will arrange for the box during the pickup as well so not sure why the transport people did not get that request. Now, I am stuck with the damaged item in my house and my money struck with Sam's for the last 6 months just because sam's and their delivery teams failed to deliver it correctly and not able to pick it up. I would like a quick resolution on this and my money back.

  Business Response

  Date: 08/23/2022

  ************* 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 still attempting to reach this Member via Phone Call and Email. I did make sure that his refund was properly issued, but will continue to make attempts at contact to confirm its receipt. If I am unable to reach this Member, he can reach out over phone or email for further assistance. - **** K.

  Customer Answer

  Date: 08/24/2022

  
  
  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,
  
  
  
  **** ******

• Initial Complaint

  Date:08/16/2022

  Type:Billing 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 added my fiance to my card yesterday so he could shop. Last night I started to receive notifications of after 8pm after the store was CLOSED of a HARD credit inquiry. I immediately asked him if the cashier asked him to apply for a credit card because some are aggressive he said no she asked him to answer 2 questions for a discount. This was UNETHICAL and ILLEGAL on so many levels. He does not know my social nor would he apply for credit on my behalf how can he? I called customer service and the Syn Bank all night . I decided to contact the credit agencys I could not get a person. So i started dispute letters , decided to write reviews on Yelp, Google, The Governors Office of Consumer (haven't filed yet im working on it ) and any other agency I can get a hold of. I noticed on Yelp Reviews July 24 2022 this same scenario happened to another club member. So you have a habitual unethical cashier and a GM who does not care sounds like a law suit and class action at this point. I was able today to get into contact with and Executive assistant Tiara she is supposed to handle this. My credit is important to me so while I wait I'm taking the necessary steps on my end. I will not stop until this inquiry is removed and i file complaint wherever I see fit . I can only imagine the amount of elderly this cashier targets and or store management.

  Business Response

  Date: 08/25/2022

  At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received from Ms. ********, we are currently in communications with Synchrony to address the members concerns. We will continue to work with the member and synchrony until a resolution is received.                                    
  
  
  Thank you, ******

  Customer Answer

  Date: 08/26/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I contacted your Executive office and asked this to be resolved the day after it happened no response at all . I have contacted Synchrony it takes a matter of seconds . Your executive office also claimed to be calling as well. I want the hard inquiry removed NOW before this happened I paid for a $14.00 membership PLEASE terminate it Permanently band me I don’t care what needs to be done. I WILL NEVER step foot into another Sams Club. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 09/05/2022

  At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received from Ms. ********, Synchrony was able to address the members concerns. We apologize for the inconvenience and have relayed the resolution that is being provided to the member. We have attempted to contact the member with no response in return. We have advised, if the member has any further questions or concerns to please reply to the emails that have been sent or call Sam's Club at 888-746-7726.
  
  
  Thank you, ******
  *************

• Initial Complaint

  Date:08/16/2022

  Type:Billing 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 was running a special to upgrade one's membership. I did upgrade my membership, but I was not told that because of this I would be automatically enrolled in an auto renewal program. I found this out when my card was charged without my permission. My bank reported the transaction as fraud and then proceeded to block my card. Since my card was blocked. Sam's Club proceeded to charge my complimentary membership. This 100.00 dollar charge put their account into jeopardy. When I called about the incident, I was told I could get my money back, but it would take 6 days. I was told if I wanted my money immediately, I could go into the club and get the money put back on the card immediately. I was even given a confirmation number. When I went into the club in person, I was told that I needed the complimentary person's card to get the credit back. This is not my card. So, I called customer service back. Now, it's going to take at least 10 days to get a credit on the other member's card. I feel I am getting the run around, I just want my complimentary membership's card credited for Sam's mistake.

  Business Response

  Date: 08/22/2022

  At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received from Ms. *******  we were able to see that the membership was auto renewed. We apologize for the inconvenience and have confirmed with the member  that  the refund has been received.            
  
  
  
  Thank you, ******

  Customer Answer

  Date: 08/23/2022

  
  
  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:08/15/2022

  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 had my debit card stolen 3 times off Sam's/Walmarts websites. All 3 times someone from who knows where has stolen $200+ of money from me. This has NEVER happened to me on any other website. Additionally, have caught the fraud with time to stop the transaction and been told each time they stopped the transaction. However the product shipped/emailed to the hacker regardless and I have had to go through my bank since Walmart/sam's did not correct the issue nor did they issue a refund or investigate at all. Walmart/sam's requires you to have a card saved rather than canceling a type of subscription so you are forced to store personal information on the website yet clearly offer little to no cyber security. For such a large company that claims to care they have not shown an interest in correcting this issue for me and I would have to imagine many others.

  Business Response

  Date: 08/18/2022

  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 resolve the concern. The member will need to dispute unauthorized charges with their financial institution. Thank you, ***** H. *************

  Customer Answer

  Date: 08/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no resolution was provided. My information was stolen, I have taken action with my bank. Sam's club has offered no resolution to my future safety from hackers. Sam's should increase its cyber security so this does not happen to anyone else in the future. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:08/15/2022

  Type:Billing 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 not had a Sam's club membership for 2 years. I do not want a membership with Sam's.
  The past 2 months have billed my credit card TWICE:
  08/05/2022 $50.09
  July 26, 2022 $88.07
  I did NOT authorize these charges, Back in July I received a new credit card that was NOT used ever for Sam's club membership, and they charged this new card.
  Below Sam's club response'.
  Thanks for following up on this. If these charges have processed, we'd recommend reaching out to your financial institution about this. They'll be the best suited to work with you on this.
  I NEVER gave authorization to Sam's and NOW I need to contact my credit card company.
  They need to credit BACK to my credit card $138.16

  Business Response

  Date: 08/22/2022

  At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received from  Ms. ******, we are unable to locate the charges in question. We apologize for the inconvenience and have advise the non-member to  dispute the charges with their banking agency.    
  
  
  
    Thank you, ******

• Initial Complaint

  Date:08/15/2022

  Type:Delivery 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 ordered a tent from Sams club and it never arrived. I reached out to customer service and they said their corporate office would reach out with a refund solution and they never did. I waited an hour to connect to a chat agent again the following week, and when it was finally my turn, the chat was cancelled. I have no item and I have no refund. This is bad business. Please reach out with a refund solution.

  Business Response

  Date: 08/16/2022

  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 have refunded the order. Please allow 3-5 business days for the refund to process. Thank you, ***** H. *************