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

1,559 total complaints in the last 3 years.
480 complaints closed in the last 12 months.

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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:07/21/2022
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.
We placed an online order (order # **********) for delivery of grocery items from the Edmond, OK Sam’s Club, which was to be delivered on Saturday, July 14. This order was never received, with no communication from the store as to what happened. When the link to “track my order” was clicked, it simply said “order cancelled”. The online chat help desk provided an 888 number for me to call, and that help desk contacted the club. The person working at the club said they had a “problem with their driver” and couldn’t make the delivery. I asked that they just cancel the order and they agreed.
I thought this was the end of the issue, but on Monday, July 16 I noticed a charge on my bank account from Sam’s for this order, $197.91. After NUMEROUS calls to the 888 number and the store, where I had to repeatedly restate my problem, the store management finally agreed to refund my money…not sure why there was a charge at all since they never sent me the items!!! And now today, July 20, I see a refund for $152.99 from Sam’s…not the full amount and no explanation why. After yet again TWO more calls to the 888 number (the first one patched my call to the store, who would not answer the phone and dropped the call), they still cannot tell me why the total amount was not refunded. This is fraud, and stealing- charging for items that were not sent to me. It is incredibly hard to get issues like this resolved and I am frustrated beyond belief. Sam’s has lost my business. I would appreciate having this resolved and then looking forward to never dealing with Sam’s and their horrible customer service ever again.
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. I have made contact with this Member and will be assisting with the missing funds. - **** K.
Business Response
Date: 07/28/2022
************* At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. The Club was able to assist this Member with the missing funds and address her concerns. - **** K.
Customer Answer
Date: 07/28/2022

Complaint: ********

I am rejecting this response because: They will not refund my money, it is apparently not even an option at all. I would maybe understand this if I was returning an item I wasn’t happy with, but my order was CANCELLED…I never got it! They can’t even offer me an explanation as to why I was charged at all when my order was cancelled.
The best they can do is extend my membership for free and offer a $100 gift card…to be used only at Sam’s or Walmart of course. What a scam. So, it was take the gift card or get nothing. I have seen similar complaints from others, that Sam’s will not refund their money and will only offer gift cards.
This is fraud, in my opinion. But since I have no other recourse I would rather have a gift card than nothing. Sam’s has lost a customer who used to spend several hundred dollars there every month. Now, fortunately we have a Costco in our town and Sam’s will get no more of my business.

Sincerely,

******** ******
Initial Complaint
Date:07/21/2022
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.
Placed order online 26 May 2022 order #**********. Total paid $428 from my American Express and $0.93 using Sam’s Cash. Order the as for a zinus memory foam full mattress and bed frame. On 9 June 2022, I returned the order to the local Sam’s Club store in Pensacola, FL. While at the store, the associate told me she couldn’t process the refund because I redeemed Sam’s cash (0.93) in my order. I was told to call Sam’s while at the store. After an hour, **** with Sam’s via phone call said he’d issue the refund IF the local club agreed to accept the merchandise. **** spoke to the local store associate and have her an authorization number to accept the merchandise, then **** gave me reference # *************** and said he’d process my refund. On 18 June 2022, I initiated a chat on sams.com to request the status of my refund the chat reference was ************. During the chat I was told that she would have to escalate and have someone contact me back because she couldn’t help me. On 23 June 2022 I received an email in reference to my chat asking me to confirm the last four of my Am Ex card and whether it was still a valid card - I responded on that same day. On 28 June 2022 I sent another email requesting an update because I hadn’t received the refund. On 30 June 2022 I called Sam’s Club and I got reference number to ************ and again I was told that the request would have to be escalated and I could expect to receive a call in 24 hours however I never received that call. On 6 July 2022 I sent another email requesting an update. On 11 July 2022 I received a call from ******* with Sam’s Club she confirmed the amount of my refund that I was expecting I told her $428 on the AmEx and she said that she would make sure to push this through.
On 20 July 2022 I received an email from Sam’s Club telling me that my manual refund has been declined by the refund dept because I returned it to the store and the store would have refunded me. I still have not received a refund.
Business Response
Date: 07/28/2022
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 by Issued the refund. The member was very pleased with the resolution. Thank you, *****

Customer Answer
Date: 07/28/2022

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:07/20/2022
Type:Order 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 joined Sam's Club on July 02 2022 because they were offering $45 back. I have never received the $45 back. I spent $ 78.60 on July 03 2022 at the Club.
When I contacted the service member online, an agent (*******) said I did not click the link when I joined the club. I did not receive the link from Sams Club but I joined by clicking the join button/sign now on the promotion site. The refused to give me a credit back.
This is kind of a tricky business to get a customer to join the club and pay for it.
Business Response
Date: 07/21/2022
************* 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 was able to address their promotional issue. - **** K.
Customer Answer
Date: 07/22/2022

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:07/19/2022
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.
Regarding Sam's Club Incident #*************:
I ordered a 4 pc. patio set that arrived poorly packaged and damaged on 6/1. I called the same day to report the damage. 2 wks later on 6/14, I received another replacement set. It too arrived damaged; again poorly packaged, box destroyed (as reported by the freight carrier themselves). I called again to report the damage. Said that if they were ok with it, my husband would take parts off one set and replace them on the other set to get one acceptable (still damaged - but acceptable set). They agreed and this is what we did. They told me that they would arrange a pick up of the original set. I have e-mailed and called numerous times and here we are 5 wks later and the original set still sits stuffed on my patio. We have no room to use either set!
If that wasn't enough, I refused to pay my Sam's credit card bill till this was resolved. They not only charged me interest but a late fee on top of it. I had to fight that too. PLEASE HELP!!!
Business Response
Date: 07/22/2022
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After full review and speaking with the member *****, we were able to verify that our carrier vendor partner has "no call no showed" multiple scheduled appointments, resulting in inconvenience for our member. This has been addressed. In addition we refunded the full shipping costs and made a price adjustment as compensation for all the inconveniences they experienced with this order. ***** was pleased to hear from us and with our resolution. We look forward to a continued relationship with them.
Customer Answer
Date: 07/22/2022

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:07/19/2022
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 bought a plus membership from Sam's club so I could receive free shipping on items. I buy a lot of items for a business I have. I went to buy foaming hand soap today to find that it is approx $7. if I want to go to the store to pick it up. If I want to ship it (which I have everything shipped), it doubles to almost $14. I was told that is how it is and depends on how much is in stock. Who cares? So it sounds to me like they are adding money to the price for it to be shipped. What a rip off. I haven't paid much attention to previous stuff I have bought. But now I will. If this is the case, I cannot wait for Costco to open. I will go there.
Business Response
Date: 07/22/2022
************* 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 advised that the price difference was due to an in Club sale. - **** K.
Initial Complaint
Date:07/14/2022
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.
We ordered several cans of salmon on line. They arrived loosely packed (no packing material at all) in a large box, allowing the cans to bang around and causing 6 of the 8 cans to arrive severely dented. Given hot weather and dented cans, I believe this could be a potential health issue.

I attempted to call customer service but when they heard I was complaining they simply hung up the phone.

Very disappointed in Sam's Club online.
Business Response
Date: 07/19/2022
At Sam’s Club, we continuously strive to meet and exceed
the expectations of our members. In regard to Ms. ********’s complaint, we have
replaced her damaged order and extended her membership, at no cost to her. We
apologize for any inconvenience this may have caused.
Customer Answer
Date: 07/20/2022

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:07/14/2022
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.
Sams Club debited the membership price of $45 on 6/1/22. I started a chat with a representative the same day to request a refund and to cancel my membership. I was told I had to call and she provided a #. I spoke to another representative and he said that they had to send my request to a different department and someone would contact me in 2-3 business days. Since that time I have called 2 other times and told I would be contacted. I have also chatted with a rep thru FB messenger. Still no contact and no refund.
Business Response
Date: 07/21/2022
At Sam’s Club, we continuously strive to meet and exceed
the expectations of our members. In regard to Ms. ********’s complaint, we have
been in contact with her and are currently working to resolve her issue. We
apologize for any inconvenience this may have caused.

***** **
*************
Initial Complaint
Date:07/14/2022
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 7/12/22 I received an email from Sams saying an order was placed at 5:18 AM CST a few minutes later I received another saying the order was cancelled. And 2 minutes after that I received a third saying an order had been placed again. Upon checking the sams App I observed ***SOMEONE*** had gained access to my account to purchase items and had them to ship to my residence, cancelled that order and reordered, putting in their address for delivery. Realizing my account had been compromised I changed all my passwords, cancelled by Debit card linked to the Sams account, and contacted Sams to have the order cancelled.

From screenshots you will see I spoke with a subject via sams on 3 separate occasions each of which advised this transaction would be handled, none of which did.

I also contacted the shipper Fed Ex and advised them of the fraud to which they stated they would cancel delivery of the illegally obtained items. They also failed to stop the shipment from reaching the destination as they stated they would.
Business Response
Date: 07/16/2022
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We are happy to report that we were able to reach out to the member and have refunded the order. Thank you,
Business Response
Date: 07/20/2022
At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received for Mr. *****, the member will need to allow 3-5 days for the refund to process. We apologize for any inconvenience. Thank you,
Customer Answer
Date: 07/20/2022

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:07/14/2022
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 storage unit from sams club.com upon receiving it I realized it was not advertised correctly and would not work for my property. The company sams club used to deliver dropped the unit off right at my back gate making it unusable as the box is to heavy to be moved my one person and because of health conditions I am unable to assist my husband in moving it. I called sams club to set up a return and was told someone would call to schedule. Nobody called, I called twice more before I was finally able to schedule someone to come out the next day. I told the supervisor the box was ruined from it sitting outside in the rain for now three weeks waiting to be picked up and now sams club had cost us $200 as we had to cancel a contractor that was unable to get in our backyard because of their product they were refusing to get off of our property. The next day fedex did show up sams club did not give them any directions as of where to pick it up like I told them to, they didn’t give fedex a return label so I was being bothered at work and loosing money and fedex couldn’t pick it up anyways because the box (like stated) is not suitable for transport. I called back another supervisor (Monday) said they would send a different company the very next day we informed him their item had to be off our property by Tuesday as our contractor was coming back Wednesday to do the work they had already once not been able to do and charged us for and we were not getting charged again because they wouldn’t pick up their property. Their transport company never came Tuesday I called back was told the company will call me within 48hrs and I’ll just have to wait it out. At this point they have abandoned their property at my property cost me over $400 multiple phone calls, time and a lot of stress. This is now Wednesday night and I still have not heard anything, my house is not a storage unit nor should I be paying fees because their lack of ability to do a basic job.
Business Response
Date: 07/29/2022
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 Ms. ****** and have resolved the concern . The member was satisfied with the resolution. Thank you, ***** *************
Initial Complaint
Date:07/14/2022
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.
Hello, Order ********** has 25 units shipped, 23 were delivered, FedEx ************ and ************ weren't. Contacted customer service twice, ref# ************* and ************** they just forwarded to some other department which I never got contacted later. Please issue refund of the two undelivered units and also please cancel my membership for refund. There is no longer 2% rewards for online orders as when I started the membership in 2016. I didn't know that, and I don't shop in local. Thank you!

https://www.fedex.com/fedextrack/?tracknumbers=************
Wednesday, 6/8/2022 2:54 PM
Shipment exception
Unable to deliver under this tracking number - Multiple shipping labels on shipment
HAGERSTOWN, MD

https://www.fedex.com/fedextrack/?trknbr=************
Tuesday, 6/7/2022 10:26 PM
Left FedEx origin facility
GROVEPORT, OH
Business Response
Date: 07/16/2022
At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received for ******* ***** regarding an order that was shipped incomplete. We apologize for the inconvenience and have refunded the missing units
Customer Answer
Date: 07/19/2022
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.