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:01/28/2025
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.
I have been having problems with deliveries from Sams for an entire year! It is now to the point that customer service lies to me and tells me I'm getting a refund, but then I don't actually get the refund. Sometimes I don't even get the confirmation email. They use Fedex which is the worst delivery service and screws up every time. When my products are missing items, or damaged, and always left in the wrong place, I deserve a refund! And their answer is to lie to me and rip me off! I want someone from Sams corporate to give me the refunds, and punish every person involved.Business Response
Date: 01/29/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After investigating the member's recent order and refund history, we have determined that they have received refunds for all their requested orders. Their most recent was processed on 1/24/25 and will credit to the account used to pay for the order within 5-7 business day. Sam's Club has no input on where the packages are delivered as that is the purview of the FedEx delivery drivers. The members have previously been informed of this and advised to create a free FedEx account at FedEx.com so that they can place delivery instructions for their address on their account. Regarding the arrival conditions of the items, we will address this with the relevant fulfillment centers from which their orders have shipped to ensure that proper packaging procedures are taken.
Thank you,
****** **
*************Customer Answer
Date: 01/29/2025
Complaint: ********
I am rejecting this response because: I have gone through all of this with Fedex! I have put delivery notes in ALL of my accounts. I spoke with a woman from Fedex Corporate and all she did was make excuses! Just like you are now making excuses for your people lying. This will cost you money.
Sincerely,
*** *********Initial Complaint
Date:01/27/2025
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 called membership services twice on 1/24/25 in reference to online question (reference # ******-******) and was disconnected twice when reps said they were looking up my info. I purchased a membership card on 12/23/25 and have been unable to get a physical membership card. The online response from corp says clubs do still give cards but may be out, but both clubs I’ve gone to have said they no longer give cards. When purchasing the membership, no where does it state you must use a phone to shop in club and I never would have purchased a membership had I known that. I would either like a physical card provided to me, or the membership cost refunded.Business Response
Date: 01/27/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This member was contacted and we are working with the local club to provide the requested physical membership card. The member was also sent an electronic gift card for the inconvenience this has caused. - ***** F. - *************Customer Answer
Date: 01/27/2025
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:01/27/2025
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 January 25th I got a notification that my Sam's membership had been renewed. I have no bank account so it shouldn't have been possible. I specifically asked to not be on auto renewal for I rather pay cash. 2nd time this has happened. First time I did have a checking account but still no auto renewal. They took payment out and made me go into overdraft when I addressed this issue with customer service It was no big deal to them and I didn't get compensated for my inconvenience. Same with this time. No remorse, no compensation and the card they charged wasn't mine. It was my son in laws. So they in my opinion stole from his account with no regard to the consequences. After they canceled my membership and sent a reimbursement issue to go back on his card, I asked what kind of compensation they would give for their mistake. I was informed that I was no longer a member and that they couldn't do or give anything for compensation, even though it was brought up before and after I was a member about being compensated. Not willing to own up to their stealing out of people's accounts especially since the card they charged is not associated with my membership.
Never was given authorization to do auto renewal of membership. They've been notified twice so they can't say they haven't. Both times in person that I DON'T WANT AUTO RENEWAL FOR MEMBERSHIP. So in my eyes they stole money. As I was writing this got a call from Sam's Club customer service to resolve this issue. Everything is OK for now, but I feel that this still shouldn't have happened. Disappointed memberBusiness Response
Date: 01/29/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. As the member stated in the original complaint, the issue has been resolved under *************. A gift card was also sent to the member. Thank you, ***** ** * *************Initial Complaint
Date:01/23/2025
Type:Delivery 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.
1/21/2025 Delivery was so heavy I fell and was injured trying to get box into my home.
My wipes are frozen solid and ruined, my dish soap is open and jelled. My FedEx guy couldn't hardly get the box on my porch wither he had to use a dolly. I have now a huge bruise on my left thigh going into my bottom and it's because they can't pack boxes correctly. They also sent food in with cleaning products.
This is unacceptable!
Home landline number -************
Cell phone- ************Business Response
Date: 01/24/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This member was contacted in reference to this complaint and the order in question has been refunded. Also, at the members request, feedback has been sent to logistics management in order to address packaging practices of orders that ship from distribution centers.Customer Answer
Date: 01/24/2025
Better Business Bureau:
Thank you Sams club for contacting me and taking care of this for me.
I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:01/23/2025
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.
To whom it may concern I am writing this letter to inform you all about Sam’s club taking money out of my account fraudulently they connected me to my son account and withdrew for him not renewing a membership this had nothing to do with me and he’s a grown man and this is not my responsibility or business they gave me his name and also told me his business I did not authorize them to go in my account and do anything please helpBusiness Response
Date: 01/27/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The renewal charge associated with this membership has been refunded as of January 20th, 2025. - ***** ** * *************Initial Complaint
Date:01/22/2025
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.
Today January 19th at about 1:30pm i drove all the way to my Sam’s club to order a cake (like i normally do) just to be told “orders are done online now” according to the FAQS on the Sam’s club website it states orders are done in store or by phone. I have an EBT card the website does not let you check out with an EBT card. Understandable. BUT i always go in and order cakes for every occasion. I started a live chat and called customer service just to be told that I cannot order online nor can I order in the store. So if I cannot order in the store and the website does not accept ebt then I’m just SOL! I absolutely am closing my Sam’s club membership and going to Costco. I absolutely hate that so much has changed and it does not benefit us who have EBT!Business Response
Date: 02/03/2025
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 forwarded this member's concern over to the general manager of their club so that it can be addressed in the future. Our clubs are still to provide paper forms for the ordering of custom cakes in the bakeries and these should have been available to the member as usual.
Thank you,
****** **
*************Initial Complaint
Date:01/21/2025
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 November 24th, 2024 I ordered turbo tax from Sams online store, order # ***********. After completing this order an email was sent to me that included a link to download the software as well as the activation codes. I had a computer failure and cannot retrieve the information to use the product. On 01/15/25, I contacted Sams by email about the issue and also spoke to them by phone. I was told they would call me back with the info necessary to retrieve the information. They gave me a reference number, *************, to use if I had issues. I have not received a call back or email. I simply need the link to re-download the software and the codes to activate a product which I had paid for.Business Response
Date: 01/23/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We were able to contact this Member and have issued a refund for their Order. They will also receive an eGift Card for their inconvenience. Thank you, **** ** * *************Business Response
Date: 01/24/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. There seems to be some confusion regarding the refund for this purchase. The member's gift card was provided as an additional amount for their trouble experienced with this order and is on top of their refund for the product. The refund for the product was processed on 1/23/24 and will credit back to the account used to pay for the order in 5-7 business days. We apologize for the confusion.
Thank you,
****** **
*************Customer Answer
Date: 01/25/2025
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:01/21/2025
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 ordered a curbside pickup but the app changed my store to the Oklahoma City store. I was unaware of this because I never change my store. I went to my usual store in Sherman, Texas and found out what had happened. The store workers there knew that this was a problem yet Sam's had not fixed the app. I had to cancel the order and was told by the workers there that when I cancel an order, I'm refunded immediately. This did not happen. It's been days now and I'm still charged on my cards for the curbside order. The order was indeed cancelled but I'm still charged for both of them. There were two orders. I was also out the cost of fuel for traveling 114 miles to get from Atoka, Oklahoma to Sherman, Texas. I want these charges removed from my cards.Business Response
Date: 01/23/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This member's cancellation of their orders was completed on 1/16/25. Sam's Club does not collect any funds until an order has shipped. In this case, the member is seeing an authorization hold and can expect that hold to drop off their accounts within 5-7 business of the cancellation. The member can expect to see their holds drop any time between today, 1/23/25 and Monday, 1/27/25. They were also previously informed of this via email by our Member Services Contact Center.
Thank you,
****** **
*************Business Response
Date: 01/24/2025
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 engaged our IT team for the Sam's Club app/website and have provided them the member's information. They are working towards correcting the issue, but do not have an ETA at this time.
Thank you,
****** **
*************Customer Answer
Date: 01/27/2025
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:01/21/2025
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.
On January 19th at 8am I placed a delivery order for dog food and baby formula my order never came on January 20th I called to find out where my order is they said it would be here in a few hours I waited all day and my order never showed up. I’m stuck at home without a car and had to order baby formula for my new born my child is now out of formula and starving and after 2 phone calls and waiting all day no one can even tell me where my order is. I only live 5 minutes from Sam’s club I have even called instcart the company that they are supposed to be partnering with to make deliveries and they have no record of the order. The ceo”s of these companies have no problem taking your money but when it comes to helping you and making sure they are providing the product and service they are charging you and taking your money for they could careless it’s not there children starving waiting for them to provide the service you paid them for. I’m sick of this kind of stuff and I’m not taking it anymore. We have more than one attorney in the family and I’m sure I’m not the only person that has experienced this kind of treatment it’s time for big companies to take responsibility and not just our money. I will call the news stations take to social media and tell anyone who will listen how I pay a membership fee and in return when I place a order the company could careless about making sure I receive my products as long as they get my money. They could careless because of them there’s an infant child starving. I’ll be sure to make sure everyone knows about my existence and treatment.Business Response
Date: 01/27/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The order in question was delivered on January 20th, 2025, at 4:02pm CST. We have attempted contact with the member and have not received a response. This incident will be closed unless further response is received from the member. - ***** ** * *************Initial Complaint
Date:01/17/2025
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.
I discovered that when doing the curbside pick up option with Sam’s, it isn’t programmed to limit you to being on the premises before it alerts them that you have “arrived“. Today i spent more than 20 minutes waiting & watched the merry-go-round of other vehicles come onto the property & drive up to the side of the primary building to get their orders. I was ignored the entire time. I checked in immediately upon arrival. After near 20 minutes of being ignored & being in a designated spot. I reconfirmed my arrival & checked in again. I had to call inside the store to get acknowledgment that I was even there. I received a very arrogant response from the staff working pickup. When I arrived, I was only the 2nd car in the pick up spots. After a 20 minute + wait I was 1 of 6 cars waiting. None of which have received their order. cars were coming in off of the interstate, going straight to the side of the building & getting their orders without a wait. I was later told reconfirming bumps you to the bottom of the list. What a bunch of crap?! Now, if businesses such as Chick-fil-A can program their software to not submit your order until you are in immediate proximity of the store, why can’t Sam’s do that? It is unfair and it is rude. Their “contact us “options are pathetic. The chat takes forever to get a response. The email option limits you to approx 500 characters, which isnt enough to explain anything. You then get a robo response that states nothing is going to happen. They have made it impossible to speak to a human & achieve actual results. that is why I am going through the BBB, I want a response and I also wish to see change. But I can tell you how I was treated this morning was a bunch of and it’s unacceptable. My money spends just like everybody else’s. But what drove it home was that the sales associate acknowledged that they saw me sitting there. They knew I was waiting and had been and chose to ignore me nonetheless. Shame on them.Business Response
Date: 01/27/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The member was contacted by Club management for further resolution, but a response has not yet been received from the member. We are actively working to seek resolution for the member's concern. - ***** ** * *************
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