Business Profile

Buying Clubs

Sam's Club

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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.

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Submit a Complaint

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:08/01/2022
Type:Customer Service 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 July 27, 2022, I visited the Sam's club, location Bradenton Florida located on State Rd to only return items from 2 different dates. I had the horrible and more customer service from *****, ***** , ********, and *****. Mainly ***** stated he was store manager, after asking if was the store manager, finally he's only front end supervisor. This young man refused to return my items, then STATED I cursed him and had a attitude. It first was started with ***** (misspelled). Ask if I had a receipt , I told I had 2 different receipts along with email. From I shop. She stated that takes longer to look up!. We kept going back and forth. So I ask for the store manager. This **** a male from supervisor only. This man was so unprofessional and extremely RUDE, I ask to speak with his supervisor. Then ***** ID, ***************. I tried to address my concerns, he only apologize. And gave me a refund of 34.60. which was incorrect. I went back again request to speak back with *****, another front end manager ****** stayed that was her first day. Wasn't sure. I waited almost minutes he never came back. ****** started to be extremely RUDE saying I had Bothered also everyone in the store , really. I just needed correct receipt showings details of my refund. All sums up. No one address my concerns in a professional manner. Only to be lied on **** express to me that if ******* was to speak to me. Wow his words. i would like have this issue and follow up with me. I did call your corporate location and spoke with ****** from Philippines, who went and above and beyond to listen to my poor customer experience at this location. I have been a customer of Sam's club over 19 years and treated this way?? Here's my terminal transaction # ********. I can be reached at *** *** ****. To discuss.
Business Response
Date: 08/18/2022
At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Ms. ******’s complaint, we have addressed the issue with her local Club and issued her a gift card for her satisfaction. We apologize for any inconvenience this may have caused.

***** G.
*************
Customer Answer
Date: 08/23/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

******* **** ******, I appreciate the response back from ******, unfortunately this still does not justify, my poor and unprofessional experience with ****, ***** and ****** (misspelled) July 27,2022. This front in and customer service representative. I still like my details receipt from the 3 returns on this date above.
Business Response
Date: 08/23/2022
We want to thank our member for the information and wish to reassure her that the club has taken appropriate actions. Thank you.
Initial Complaint
Date:07/29/2022
Type:Delivery 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 order number *********** it got delivered on July 22. It was supposed to be delivered by July 21. When I talk to customer service from Sam’s club they were going to give me a $20 refund on the order. That reference number is *************. I have never received the $20 credit back. Your Sam’s club customer service sucks. They can’t refund the $20 I was told I would get. I mean that. Thanks ***
Business Response
Date: 08/02/2022
At Sam’s Club, we continuously strive to meet and exceed the
expectations of our members. In regard to Mr. *******’s complaint, we have processed
the promised adjustment for him and issued him a gift card, for his satisfaction.
We apologize for any inconvenience this may have caused.

***** G.
*************
Customer Answer
Date: 08/03/2022

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:07/28/2022
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 June 14, 2022 we ordered a washer/dryer pair from Sam's Club, order #**********, along with extended warranties for both. When they were delivered on June 24 we realized that we needed a gas dryer instead of an electric one and had the delivery team return the electric dryer to the company. We initiated a chat with Oscar at customer service who took all the details and told us we would be contacted within 3-5 business days. After hearing nothing we called on July 5 and again was told that they were referring our case to the "back room" and we would be called within a couple of days. Nothing. We called again on July 14 and were given the same assurance. By this time we noticed that they had refunded the cost of both warranties (we only requested the dryer warranty be refunded) but not the cost of the dryer. On July 19 I received an email from **** stating that she had tried to call me but she couldn't hear me. I didn't receive any call according to my call log. She wanted to verify the item being refunded (LG- DLE7300WE 7.3 Cu. Ft. Capacity Smart Wi-Fi enabled Electric Dryer). I responded to the email verifying the info and told her we were still waiting for the $695 refund plus 7% tax and we weren't happy to be paying interest during the wait. She emailed back on July 19 and said she had approved the refund and it would show up on our card in 5 -7 days. It's now July 27 and still nothing. There was an unauthorized charge for $160 which could be them charging me for the 2 warranties they took off a month ago. I really don't think they know what they are doing. This whole process has been frustrating and ridiculous. We would like a prompt refund of all costs incurred. Our case # is *************.
Business Response
Date: 08/02/2022
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 speak with the member and have Issued the
refund. The member was very pleased with the resolution.
Thank you, ********
Customer Answer
Date: 08/02/2022

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:07/27/2022
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 7/13 I placed an online order on samsclub.com. 2 hours later I realized one of the items (a monitor) was wrong and I wanted to cancel it. I called 1-888-746-7726 and requested it be canceled. They said they could not do it and that I needed to wait for it to be shipped, then call back when I get that shipping info, and they would call Fed Ex and stop the order.
I received the shipping info and called them and of course, they could not get in touch with FedEx so the item was delivered. I called again and they sent me an email containing a shipping label and for me to package the item back up with the label and return to FedEx. I did that and returned the item on to Fed Ex on Saturday 7/16. The item was returned on the 18th.

As of 7/26 I have not received a refund (151.03 credit to my card). I was told 5 business days. I've called on several occasions and I keep getting the runaround. Each person I talk to gives me a different story. I have all the emails and tracking/reference numbers. The LATEST number is ************* as a reference number. They've been saying it's processing but they keep pushing the time back. I'm now being told 7-10 more business days which I don't believe. All I want is a credit on my card and for them to quit stringing me along.
Business Response
Date: 08/09/2022
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by ****** ******, she has been successfully refunded and I checked with her to make sure that the funds showed back in her account. Aside from successfully refunding the member I've sent a closing email apologizing to Miss ****** and advising her to reach back out if she needs anything in the future.

Thank you ******
BBB Ticket # ********
Customer Answer
Date: 08/09/2022

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:07/27/2022
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 was notified 7/25/22 a fraudulent purchase was made via my Sam’sClub account for $180.99 via my debit card and reached out to customer service to cancel the order. The order number is ********** for $180.99 (3 items). The hacker purchased Apple AirPods and a warranty with some yogurt. I was also in the store on Saturday 7/23/22 and went through a check out lane, handing an employee my membership card. I would hate to think she stole my information. I have the receipt from that day as well. I spoke to a rep Sarah on 7/25/22 at 10:57am ref #************* who assured me the order would be canceled since there was no tracking number assigned. I received notice today that the order had shipped to ******** * **** ** ******* ** ***** and was not canceled. I spoke to customer service again 7/26/22 at 10:25pm who confirmed it was not canceled and I had been lied to. I have not been able to get the credit placed back on my checking account since it is still pending and had to cancel my debit card while I wait for another. I asked the customer service rep tonight to reach out to the shipping carrier to settle this issue and cancel the shipment but was told they could not do that. I have already reached out to the carrier about this issue and will be calling first thing in the morning. It’s discouraging for such a large company to have such little regard for their members and displays blatant disrespect for those that support this company. This sets a precedent that theft and fraud are tolerated in this county and that the customer is a victim that no one cares about. After reaching out to their customer service branch multiple times, being lied to, disregarded and tossed aside, we will no longer be a customer of Sam’s Club and will encourage others to follow suit.
Business Response
Date: 08/09/2022
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 refunded the order . Thank you, ***** H. *************
Initial Complaint
Date:07/27/2022
Type:Service or Repair 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 purchased a Sam's Club membership on July 12/22. I attempted to buy 3 items, totaling approximately $350.
- My July 12/22 order, cancelled
- I reattempted an order on July 16/22, cancelled
- called Sam's club and they opened a ticket #*************
- I spoke to Amex who assured me that my credit card was fine
- Sam's club closed the ticket on July 22/22 saying no problem on their end
- I bought a $15 item on July 22/22 and it cleared on my Amex and is being shipped to my destination
- I tried buying the $350 items again on July 25/22, cancelled
- July 26/22 - Sam's club opened another trouble ticket #****** * ****** and assured me this would be resolved
- I would prefer to receive the $350 order of items; failing that, I expect a refund of my membership fees
Business Response
Date: 07/30/2022
At Sam's Club we
strive to exceed members expectations. In regards to the complaint received by Miss ***** ******, her account has been fixed and cleared of any issues regarding ordering online. Miss ***** also requested her items be shipped and expedited. I got in touch with FedEx and requested her items to be expedited but FedEx unfortunately couldn't do so. I apologized to Miss ***** and told her to email back through the email we'd been communicating through if she needed anything further.

Thank you ******
BBB Ticket # ********
Customer Answer
Date: 08/02/2022

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.
The Sam's Club order arrived on time. Thank you for all the work in resolving this issue.

Sincerely,

***** ******
Initial Complaint
Date:07/26/2022
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.
On July 3, 2022 Sam's Club did an unauthorized withdrawal from my account for $100. I contacted Sam's Club to find out why they took money out of my account. I was informed by the rep that it was for my annual membership fee. I informed the rep that I have been a member for years and that my membership fee is $45 and I have never authorized any one to take money from my account or have I authorized automatic billing. I told the rep I have always renewed my membership in the store only. I told the rep that they should have a record of how my account is paid and the amount paid. The rep kept trying to push a Walmart or Sam's Club gift card on me for $100 to try to resolve the issue and that I could get that right away. I told the rep that I wanted my money refunded back to my account not a gift card. The rep stated that in order to get my $100 back that I would need to cancel my membership with them and that a rep from another department would contact me within 5 business days. I have reached out to Sam's Club several times to check on the status of my refund and I have yet to be contacted.
Business Response
Date: 08/03/2022
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 speak with the member and have issued the refund. An email was sent to the member for follow up, if needed.. Thank you, ***** *************
Customer Answer
Date: 08/03/2022

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:07/25/2022
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.
On July 5, I placed an online order for delivery next day, and paid a $12 delivery fee. My total was $86.96 for 10 items from Sam's Club in Torrance, CA. On July 6, my order said delivered, but only 1 item was delivered. I called Sam's Customer Service that same afternoon to notify them that I had only received 1 item, and the service rep stated that my delivery wasn't complete and I would receive the rest of my order on July 7th, at which point I requested a refund for the delivery fee since I had paid for my groceries to be delivered next day and they weren't. Service rep said they would process fee next day, but I would have to call back. On July 7, I still did not receive any notification or delivery of my groceries, so I called customer service again. At this time, I requested to speak with a manager because the service reps were not helpful. The supervisor, Natalie, apologized and said she would enter an urgent request to get my groceries delivered ASAP and would follow up via email. She followed up via email, and I never received my groceries, so she offered a full refund within 3-5 business days. It has been over 10 days since I should have received my refund, and when I called customer service again on July 20, I was informed they were still working on it and would contact me with updates soon. It is now July 25th, I have emailed the supervisor multiple times that I am still missing my return and have still not heard back from them. Sam's Club is holding onto my money for an excessively long period and refusing to give me any useful updates for a return that was initiated almost a month ago.
Business Response
Date: 08/01/2022
************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. I have reached out to the Member directly to assist with their refund request. - **** K.
Initial Complaint
Date:07/25/2022
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.
Ordered item, item arrived damaged. Called into customer service Monday 7/11/22 to get a return started. They said someone would call me to pick up the item within 72 hours. I called again Thursday about this, no response. I called today 7/18/22, and was told "I don't know why this isn't being processed for you". Now there are two large, damaged boxes sitting in my driveway and are soaking wet and falling apart. I will not be responsible for this as sams has NOT arranged for a pickup of these items over a week later. If this is not resolved by 7/22/22, I will be paying for a courier to return these items to and filing suite in small claims court for the charges as well as the full amount of the refund of the item.

My case # is **************
Business Response
Date: 07/25/2022
************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This Member is in contact with one of our Advocates and is receiving assistance with this issue. - **** K.
Initial Complaint
Date:07/25/2022
Type:Service or Repair 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 7/23/22 I placed a delivery order with the Florence, KY, Sam's Club, order #**********. The order was for a total of $156.52, which included a $15.00 tip. The order was for 2 cases of cat food, 1 case of water and 3 cases of swiffer wet refills. When the order was delivered I only received the cat food and water. I asked the driver if that was all and she said yes. I checked my email for the delivery details and found I was charged for the swiffer refills even though I did not receive them. I called the Florence store and and was told that the refills were probably delivered to someone else. Sam's agreed to refund the cost of my swiffer refills but refused to refund the tip of $15.00 which I wanted back since the driver did such a lousy job with the order. Sam's told me that they use a third party delivery service and I would have to talk to them. I argued that I ordered everything from the Sam's Club website and not from a third party such as ********* and, therefore, Sam's was responsible for everything on my order including the tip. One of the manager's, ******* told me it was Sam's policy not to refund tips and I would have to talk to the third party delivery service. I Informed her that I would be filing a complaint about Sam's Club and expect the $15.00 tip refund from Sam's Club since Sam's Club is responsible for correcting all errors that their delivery service makes. People should not have to be emailing or calling third parties when the drivers mess up.
Business Response
Date: 07/27/2022
At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received from *** ******* we were able to address the members concerns. We apologize for the inconvenience and have compensated/refunded the member via gift card.

Thank you, ******
Customer Answer
Date: 07/27/2022

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,

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

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Sam's Club is NOT a BBB Accredited Business.