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
- 1,557 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:08/08/2022
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.
Placed an online order and it was supposed to be available between 6-7 pm on August 5th. Not only was it not available at the requested time when I called the store after waiting over half an hour AFTER my pick up time the store didn't even pick up the phone. Then when I called customer service for assistance they have in the system that the order is available for pickup even though their system failed to sent out the notification that it was ready for pickup nor does it show that the order is ready in the app. Even though I advised customer service that the store was not picking up she STILL put me on hold to call the store only to come back to say that they aren't picking up the phone. Which is exactly what I told her! Then when I requested a refund the rep refused saying that since it was a club pick up order it would cancel anyway. I advised her that I didn't want to "wait" for it to cancel as I have had this same problem with Walmart not filling a delivery order and it taking them over two weeks to cancel the order. She still refused. I asked to speak to a a manager and I am STILL on hold. ************* is the reference number for my call to customer service that I am STILL on hold with and who is STILL refusing to refund my order even though they have failed to provide any goodsBusiness Response
Date: 08/12/2022
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ******** ****, the member has been non responsive for 3+ days and hasn't answered calls or emails from myself or the club manager. The member left a voicemail on how to reach me if she needs further assistance as well as to call the club and ask for ******, the club manager, if she'd rather speak to someone from the club.
Thank you ******
BBB Ticket #********Initial Complaint
Date:08/05/2022
Type:Delivery 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.
Joined sams club a few days ago and got a plus membership. Decided to use their grocery delivery, big mistake. No communication from sams or anyone on when my order is on the way or anything at all! It gets past the delivery window and i haven’t gotten my order, I contact sams customer service online, im hearing impaired so my main way I communicate is by chat and text, they said I have to call the club to get my refund, which I can’t do; because I’m hearing impaired. Companies are supposed to have accommodations in place for stuff like this to help get this resolved. Overall an awful experience and I just want my refund for my order I never gotBusiness Response
Date: 08/06/2022
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ******** *******, the member's order was delivered to the wrong house mistakenly. A refund has been started for the member already on 8/5 and the funds will go back into the member's account within 3-5 business. I've sent an email explaining the status of the refund and if the member doesn't receive the funds back into his account in the provided time frame to reach back out to me via the email I sent.
Thank you Garett
BBB Ticket # ********Initial Complaint
Date:08/05/2022
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.
An unauthorize debit from my checking account. On 8-4-2022 Sam's Club withdrew $100.00 Membership dues out of my account. They said I paid my dues last year with my credit card so on 8-4-2022 they pull money out of my account without my permission. Sam's Club save my credit card information for future use without my permission. My membership expires on 8-12-2022. I have $77.00 Plus membership dollar that could have been use toward my yearly membership dues. I guess they forgot about using them.Business Response
Date: 08/11/2022
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:08/05/2022
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.
order ********** was placed and item ********* was not delivered, I have called 2 times and the item has not yet been refunded. The first time I called they stated they have contacted the shipper and the item is lost and will be refunded, second phone call they stated the refund will take 5 days to process, it has been more than 5 days and nothing has been done. I spend thousands of dollars per year at sams, this is so wrong to take my money not deliver a product and still hold my money, that is fraud by definition.Business Response
Date: 08/09/2022
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 his purchase. We apologize for any inconvenience this may have caused.
***** G.
*************Initial Complaint
Date:08/03/2022
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.
They auto renewed without my permission. I was never informed about auto renewing while I purchased my member last July 2021 while is was in store. I contacted them July 1st regarding my refund for the amount they debited out of my account they said that I would receive it back 7 to 10 business days .. yet to receive it and Here we are a month later and I am still having to chase down my refund. I am completely frustrated and absolutely infuriated.Business Response
Date: 08/08/2022
************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. One of our Advocates was able to assist this Member on the 3rd of August and issued a Manual Refund, which should arrive 5 to 7 Business Days from that date. They can reach out for further assistance should any issues arise. - **** K.Initial Complaint
Date:08/03/2022
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.
For two years now, Sam's club has charged me a membership fee automatically despite me turning off auto renew settings online and calling to make sure I would not be charged again the following years. In order to cancel a charge, they claim I have to go into the store which I have never been to (I opened the account online) and cancel my membership in person, even though they let me open an account online. I called their customer support about this exact same issue last year, and they promised me my membership would not be renewed and that I would not be charged a renewal fee. Yet today I have a pending charge on my bank account for $45. This is absolutely infuriating.Business Response
Date: 08/05/2022
At Sam's Club, we continually strive to exceed the expectations of our m embers 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 . We ask that the member allow 5-7 business days for the credit to post. Thank you, ***** H. *************Customer Answer
Date: 08/10/2022
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.Thank you for your assistance!
Sincerely,
******* ******Initial Complaint
Date:08/03/2022
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.
On 6/20/22 I placed an order #********** for a monstera pool float & was charged $25.66 incl. tax. I received my order on 6/24/22 but it contained a roller-skate float. I contacted customer service via chat & was told a replacement float would be sent to me. Rather than just send the correct float, it seems that Sam's Club refunded the original purchase price minus tax ($23.98) and then charged $19.66 for replacement order #**********. I received the replacement order on 6/29/22 & it was again a roller-skate float. I again reached out to customer service via chat & this time was told the rep was unable to refund or replace my purchase & that a ticket would be sent to the "back office" for them to reach out to me for a resolution. After 10 days with no response, I again reached out via chat. This representative apologized for the issue & indicated that he would send me a $30 e-gift card for Sam's Club. Since I'm a frequent shopper I felt this was an acceptable resolution. Again many days passed & I never received the gift card. I again chatted with a customer service rep who again advised me they were unable to do anything & a new ticket would have to be sent to the "back office" for someone to reach out to me. I asked for a time frame of when I would hear back & was told within 72 hours. I advised the rep that if I didn't hear back this time, I would be cancelling my Sam's Club membership & filing a complaint with the BBB. I was hopeful that Sam's Club would take the necessary steps to resolve this issue rather than lose a long time customer. I waited 72 business hours with no response before I called on 8/2/22 to cancel my membership. My Plus Membership would've renewed on 8/11/22 & I would've paid over $100 for the renewal plus made multiple purchases throughout the year as I have for over 10 years now. I'm frustrated I've had to spend so much time seeking reimbursement & that Sam's chose to lose a customer rather than make good on such a small amount of money.Business Response
Date: 08/04/2022
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ****** ******, she has been refunded the missing amount and has received an extended one year plus membership on us for the inconvenience. I've apologized tremendously to the member and expressed my thankfulness for being a 10 year loyal member and how regretful I am for what happened. The member was thankful for her refund and membership extension and is happy with the resolved situation.
Thank you ******
BBB Ticket # ********Customer Answer
Date: 08/04/2022
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:08/02/2022
Type:Service or Repair 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 ordered a mattress on their website that was scheduled for pickup. Just before my scheduled pick up time I received notice that my order was canceled with no specific explanation. This is the 2nd time within a year that this has happened. I went to my local club-store where my pickup was to occur and checked to see if the item was in stock. There were at least 2 on the shelf. I then went to member services and was directed to another area/pickup. I waited approx 15 mins before someone was available to help me. The associate looked and at my order and said it was canceled by another associate who was already off work. FYI…it was 12pm and the store didn’t open until 9am. A supervisor was called over and before she even looked at my order she advised me that they didn’t have the item in stock. Thus the reason my order was cancelled. After I advised her that there were items on the shelf and that I wanted my order fulfilled she became irate and advised me that she couldn’t reinstate my order and that I would get a refund within a few days. The only thing I could do is purchase it again and she walked off without saying anything else. After approx 10 mins she called another associate on the radio and asked for my item number on my order. I waited approx another 20 mins and she finally came back and appeared surprised that I was still there. She stated again rudely that she couldn’t do anything and that I needed to reorder. I explained that it would be 2 large amounts being held on my credit card and asked if she would give a discount for their error. She answered rudely no! I contacted the corporate office and the local manager called and left a message with no return number to contact him. I called the club 6 times with no answer. The next day I called again and someone picked up. Transferred me to the manager and he didn’t pick up. Then I called again and was told he was in a meeting and they would give him a message to call me. It’s been 1.5 weeks with no responseBusiness Response
Date: 08/03/2022
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ****** **********, I reached out to the club Manager, ****, and explained the situation while also asking to reach out to the member about the situation. **** messaged back after making contact with member stating the issue has been resolved and the member is being given a $100 gift card and a free upgrade to our Plus Membership. I sent out a closing email to the member giving a final apology and advising her to reach out if she needs anything in the future.
Thank you ******
BBB Ticket # ********Customer Answer
Date: 08/10/2022
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:08/01/2022
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 30 July 2022 I was told by Sam's Club that I could not use a gift card I was given at the store without a membership, including for alcohol sales. It's absurd that I can't use a valid gift card at the establishment without spending more money on a membership.Business Response
Date: 08/10/2022
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We apologize for the inconvenience but currently non members can only shop in club at the Cafe. Non-members can however shop online with an additional 10% non-member fee. We have attempted to contact **** multiple times without success. We have notified **** of how to get back in contact with us should he wish to re-open this case. There is no further action required at the moment.
Sincerely,
******
Incident #'s ************* * *************
Initial Complaint
Date:08/01/2022
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.
Sam’s charged my debit card for 2 membership renewals without my permission. Our club membership is for a business not individuals. At no time did I give them authorization to use my card and I don’t even know how they got my card number. I feel like this is illegal and I may pursue charges. When I called they said they would give me a refund on a gift card. Not refund my money back on my debit card or I could go to a club and get cash back. Bit is already on my bank account and may make my account over drawn. I had to call the bank and try to cancel the transaction. It was $100.00. I also want any overdraft fees paid for.Business Response
Date: 08/10/2022
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We apologize for the inconvenience but as per our policy and procedures the member should have received a renewal notice via email or mail. Unfortunately we have been unable to contact Theresa after several attempts. We have informed Theresa on how to reach us should she want to re-open this case and receive a refund.
Sincerely,
******
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