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

  25737 US Rt 11 Evans Mills, NY 13637

• 

  Sam's Club

  2405 Vestal Parkway E. Vestal, NY 13850

• 

  Sam's Club

  1869 Plaza Drive Olean, NY 14760

• 

  Sam's Club

  317 South Cascade Drive Springville, NY 14141

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:08/12/2022

  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.

  Review of my bank account on 9 Aug 22 showed a Debit Card Payment for a SAMS MEMBERSHIP in the amount of $100.00. In the past, I always received via USPS mail a notice that my membership was due. No one notified me this year via mail or even email that my membership was fixing to expire. Matter of fact, it was my intent not to renew since the items I purchased in the past were never available at the store I used. Sam's needs to let me know how they intend to credit my bank account for the so-called auto renewal/unauthorized payment without prior notification/Pin Number. I consider this to be theft. I will not call any phone number at Sam's or my bank in order to reverse the payment. I did not initiate this, nor will I correct it on my end. Resolution Sought
  Credit my bank account immediately (not 7-10 days) for the $100 dollars that was taken from my account without my permission and without my PIN number. Sam's needs to stop auto renewals for Club Memberships unless they have properly notified the party in writing and have received permission/authorization to use one's credit card/debit card.

  Business Response

  Date: 08/22/2022

  At Sam's Club we strive to exceed member expectations. In regards to the complaint Mr. **** submitted, he was on auto renew and we have refunded his membership  on August 10, 2022 and closed the account per his request. He has confirmed that he received the refund as well. 

  Sam's club considers this matter as closed

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

  Business Response

  Date: 08/23/2022

  Good day,
  We have completed the refund and deleted the account, per Mr. ****s request. We consider this matter as closed.  Thank you.

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

  Customer Answer

  Date: 08/23/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair 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 placed a new membership on line for plus [100.00] I proceeded to order my things. It gave me a code [****] I called them and from there it has gone down hill. I got a email that said my account was canceled, but they have my $100.00 and they can't tell me why it was canceled. I spent a run around of 4 hrs last night and another 4 hours today. What a nightmare. Something needs to be done with this company!!!

  Business Response

  Date: 08/31/2022

  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 currently working to resolve this issue. 

   

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

• Initial Complaint

  Date:08/10/2022

  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 an online Sam's Club account that is supposed to require a verification code be sent to my phone before a new device can log on, and that requires my security code be typed in when purchasing something off of a saved card. My account was subsequently hacked on Thursday, August 4, 2022. I notified Sam's Club that same day before anything was shipped, and was told someone would reach out within 48 hours. That did not happen. Sam's Club went ahead and shipped the items four days later on Tuesday, August 9, 2022. I reached out on August 9, 2022 and was told that Sam's Club needed 24 more hours and I would receive a phone call back. Also on August 9, 2022 I reached out to FedEx as soon as the items were shipped, and requested that it be returned to Sam's Club instead of to the random out of state locations. Sam's Club has still not confirmed that they will even accept the returned items. I followed up with Sam's Club again on August 10, 2022 because I did not hear back within 24 hours as promised, and they now have requested another 24 hours, and advised me they only opened the case yesterday. I am doing everything I can to rectify the situation, but have over $1,000.00 in charges that have been taken out of my account because Sam's Club will not help. I was also informed that there are hundreds of individuals that have had an account hacked in similar fashion with Sam's Club. At this point, I do not believe Sam's Club is putting any effort into this.

  Business Response

  Date: 08/17/2022

  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.
  
  ***** G.
  *************

  Customer Answer

  Date: 08/22/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I received an email from Sam's Club directly wherein it advised it would not refund my money, and instead was offering a $50 gift card for my "inconvenience." This is frankly insulting as I have done everything I can to remedy the situation and am receiving no legitimate responses, rather placating non-answers.
  

• Initial Complaint

  Date:08/10/2022

  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.

  Purchased a Sofa online from Sams Club Received sofa on 8/2/2022. Called Sams Club Customer Care on 8/5/2022 to return item. Customer care center that I spoke with is located in Woman took my information and set up a pick up date of Monday 8/8/2022 at 9:00 am. Meantime I never received a email in reference to the refund. I was giving a reference number of ************** On Monday 8/8/2022 no FedX showed up to pick up Item (sofa). I called Customer Care Center and spoke with a ********. She informed me that there was a problem with back log and she put the request in again. But I thought about it and decided to try to return Item to the local Sams Club that I shop at.. I called Customer Care again and spoke with another rep named ** *****  and insisted I speak with a Supervisor. She insisted she look at my file.. She couldn't pull it up with the reference number I was giving but she did with my phone number of **********. She then said my request for a refund was never filed or entered and she apologized and said she would start that process again. She gave me another refence number of ************* She then said I will get emails of the transaction. I did receive the email with directions for the return. It directed to print out the shipping label but there was no shipping label the area was blank. I called back again and was told the shipping Carrier FedX will provide the label. I see in the Sams club app that the refund for the sofa says processing with a tracking number since Monday 12 noon and today is tuesday 11:15am and still no contact from the shipping company FedX the tracking number I was giving in the email is useless because it's telling me in process. I want my refund NOW and if they don't want to pick there item up then I will put it out to the curbside. Enough already with this refund going nowhere. I wanted to bring it to the local Sams club but was told they won't accept it. Please refund my card

  Business Response

  Date: 08/11/2022

  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 issued the refund. The member was very pleased with the resolution. Thank you, ***** H. *************

  Customer Answer

  Date: 08/15/2022

  
  
  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. 

  My issue was resolved so you can pull my complaint Thank you

  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/10/2022

  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.

  Bought a package of Boneless Skinless Chicken Breast at Sams Club Wilmington NC on 7/8/2022. Product had best buy date of 7/17/2022. Cooked (1) package the day of purchase. Three days later (7/11/2022) froze the rest. Removed a package for a 7/21/2022 dinner and the chicken was all slimy? Clearly, the packages have gone bad upon freezing on 7/11/2022. These are pre-sealed pouches. Therefore, was unable to exam before freezing. Long story short, I'm requesting a voucher to repurchase the product. Yes, I will give it one more try and hopefully results will differ. No pictures because packages were thrown away (Except for the last one left see attachment). Yet, I was able to take a picture of P#  Please respond promptly considering the situation (Need to repurchase the chicken (Almost a $20 value) Still waiting for a voucher. Please respond.
  
  Filed complaint over (3) Weeks ago. Never received agreed refund

  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. I reached out to this Member and issued the missing credit they were promised. The Credit has been approved and I am just waiting on confirmation of receipt from this Member.

• Initial Complaint

  Date:08/10/2022

  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.

  on 8/1/2022 a laptop needed for my stepson. Received an email confirming my order and the shipping receive date of 8/5/2022. On 8/5/2022 I followed up on my order to check for a shipping tracking number only to find my entire order had been cancelled with no notification? I called to find out what happen only to learn it was flagged because their was a different address on the credit card and my membership (on is my po box address) we are suppose to receive a credit back to the card used and we did not receive the laptop we desperately needed before my son heads to college

  Business Response

  Date: 08/13/2022

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by ****** ****, she has been given a E-gift card for her time, trouble, and difference she had to pay for her son's laptop at another retail provider. I've apologized to the member as well as advised her I'd help with anything she needed in the future and to reply back to the email we communicated through if she needed further assistance. 
  
  
  Thank you ******
  BBB Ticket # ********

• Initial Complaint

  Date:08/10/2022

  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.

  I bought a case of Sam's Club BRAND MEMBERS MARK tomato paste
  When the can opener pierced 6 different cans--the contends surged up out of he can and over the lid
  THIS IS NOT SAFE FOOD
  I called and told Sam's manager what happened and was told come in for refund
  I took the case package and 6 cans in with me to show them what happened
  They refused to look at cans--said no refund because I am no longer member (2 months since)
  I said: I was member when I paid for what is UNSAFE PRODUCT and entitled to refund
  Asked customer service man to call manager
  Manager just laid his torso on counter and said you are no longer a member
  I again said I was member when I paid for their DANGEROUS TO MY HEALTH FOOD
  Both customer service and manage totally DISRESPECTFUL to me and totally disregarded what I brought to show them
  NO APOLOGY for DANGEROUS PRODUCT of STORE BRAND

  Business Response

  Date: 08/11/2022

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by ******* ******, she has been tremendously apologized to for the trouble and inconvenience as well as the disrespect she received from the club associates. The member has also been provided a physical $25 gift card that will arrive within 5-7 business days to her P.O. Box, which she requested. The member was sad that she hadn't been able to extend membership due to living further away from the club so the member also received a one year extension on us as a further apology. Miss ****** has my email, a reference number, and phone number to call if she doesn't receive her gift card by 8/19 or needs any other assistance in the future.
  
  
  Thank you ******
  BBB Ticket #********

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair 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 went to this Sam's Club location about 2-3 months ago to replace two tires. I had one flat tire, and one good tire I was replacing. I confirmed with multiple members of the Sam's Club staff in the Tire and Battery Section, including an employee who would be working on my car and clarified to everyone I spoke to that I would like to keep my non flat tire, and dispose of the flat tire. They all agreed, and it was even included on my paperwork. When I got home I saw they never put the good tire in the trunk so I called in to the location and went back to retrieve the tire. After getting home, when I went to unload this tire about a week later I saw they gave me the flat tire, not the good one. So I returned to the location again where they told me they disposed of the tire that we had all agreed I would keep.
  I was offered a $50 refund for the tire, but that tire was originally purchased for about $180, and tire prices have only gone up from there. I was then told I could prorate a tire cost based off of the tread from the flat tire. I was going to be taking home my good, free, tire so paying for a different tire is still not a solution. I contacted the corporate help lines 4 times, which all four I was told the club would contact me and they never did. On the 5th customer line contact I was told the corporate line would not help me at all and it was up to the local club, who had been ignoring the request to fix the problem for months now.

  Business Response

  Date: 08/16/2022

  At Sam's Club we
  strive to exceed members expectations. In regards to the complaint received by **** *******, the member has been contacted by the club manager, *******, and a tire is waiting for the member at the club. The member has scheduled a time to go pick the tire up next week and was informed to reach out through email if she needs any further assistance.
  
  
  Thank you ******
  BBB Ticket # ********

• Initial Complaint

  Date:08/09/2022

  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 6/24/2022 I ordered 3 $50 Vanilla Visa Gift cards to be given out as prizes. The total paid was $161.64. Order number ********** Gift cards were delivered on 6/29/22. After the winners tried to use their gift cards they were being told they don't work. They contacted Vanilla Visa and then contacted me letting me know I would have to have the store that I bought them from activate them. I contacted Vanilla Visa who states the should have been activated by SAMS Club before being sent and the retailer where purchased is the only place that can activate them. I have contacted Sams Club twice who say they cannot do anything about this. When asking to speak to a supervisor I get disconnected. I live 2 hours away from a store to drive there. This means I am personally out $161.64 dollars and will be out another $150 buy giving the winners the amount they were suppose to get on the deceptive gift cards. I have basically been told there will be no refunds or activations of the cards.

  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 speak with the member and have resolved the concern. The member was satisfied with the resolution and can reach out for further assistance. Thank you, ***** H. *************

  Customer Answer

  Date: 08/18/2022

  
  
  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:08/09/2022

  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.

  There was a problem with my membership account (Plus membership *** ***** *********)
  The company canceled all of my online orders after a day of purchase. I have called customer service four separate times to have the problem corrected. The issue never got resolved. I closed my account and requested that my membership fee be returned to my visa card. I have not received my refund.

  Business Response

  Date: 08/15/2022

  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 contacted the member and helped them reach their desired resolution as well as determining the root cause of their orders being blocked. They should now be able to order their items freely again.

  ****** C.

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

  Customer Answer

  Date: 08/17/2022

  
  
  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,
  
  
  
  ********** *****