Complaints

This profile includes complaints for Sam's Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sam's Club

  2101 SE Simple Savings Dr Bentonville, AR 72712-4304

• 

  Sam's Club

  3535 Russett Green Laurel, MD 20724

• 

  Sam's Club

  5604 Buckeystown Pike Frederick, MD 21704

• 

  Sam's Club

  1549 Route 9 Clifton Park, NY 12065

• 

  Sam's Club

  2024 Genesee ST Oneida, NY 13421

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:07/14/2022

  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 are requesting a full refund of $653.81 (tax included)
  
  Our order number is #**********
  Purchase: Member's Mark Livingston TV Console, Blue (Item #*********)
  
  The console was delivered damaged on 6/28/22. Per delivery receipt from driver it states "Fork holes in box. Console damaged. Refused delivery.
  
  The deliver driver said we could inspect shipment and that we could refuse the product due to the damage. The product had fork holes in the box and you can clearly see the console was all scratch up.
  
  We called the (888) 746-7726 for a replacement on the same day. Customer Service verified with the shipper that it was in fact damage prior to deliver. They were going to send a replacement. (Ref #************* given at time of call).
  
  We then called customer service to check on the replacement. We were told by customer service that the representative never placed the request. He was very rude and I asked to speak to someone else and he would not let me. I ended the call and called back to which I talked to a different customer service associate.
  We asked for a full refund. (Ref # *************) As of today 7/13/22 no such refund has been credit back to our card that we used for the purchase.
  
  We would like to have this resolved and refunded as soon as possible.

  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 **********r ***** and receiving their refund. We apologize for the inconvenience and the member was refunded on 7/14.
  Thank you,
  

  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,
  
  
  
  **********r *****

• 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.

  Customer service is a joke. I ordered a trampoline for my sons 4th birthday. It came 8 days late and wasn’t here in time. When putting it together we noticed a T brackett was not even welded together like the others. Sams was going to see if the part was available & get back to me in 72 hours. Instead they shipped another trampoline. I explained I couldn’t return the first one as it was halfway together and the boxes came so damaged I couldn’t put it back in. The second trampoline came in 2 boxes one of which was also severely damaged. Sams sent fedex to pick them up for return but only sent one label for two boxes and fedex said they can’t take a box that damaged anyway. Sams offered me a refund and extended membership. I had to remind them twice to extend the membership. 6/15/2022 they issued a refund but as of 7/9/2022 I have not received it. My account says initiated. They said if I hadn’t received it by the 8th to reach out which I did with no response. My local Sams had a manager email me stating to call them and they would get my refund. I called and the associate said the manager asked to take a message and I didn’t hear back. This has been going on way too long and a company this big shouldn’t be having such horrible customer service and delays. Sams club, do better.

  Business Response

  Date: 07/19/2022

  At Sam’s Club we continually strive to exceed our member's expectations. In response to the complaint we received for Ms. ***** regarding her refund, we have resolved the issue. We apologize for the inconvenience and have refunded the order.
  Thank you,
  ***** H.
  *************

• Initial Complaint

  Date:07/14/2022

  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.

  My daughter had a sams club membership and prior to renewal she used my card to purchase items from Sams Club. My card is was on her account. Sams club automatically renewed the membership using my card. The next day she cancelled the membership and requested a refund. They sent an email an email saying it would go to another debit card altogether. I called them and they said they needed to speak with her. Long story and multiple calls and emails, finally get word from them, that they need to recharge my card to get the refund. Which means I would be out 90 bucks and not the original $45.00. They said they would call to get the card number and they never did. This has been a nightmare trying to get them to refund.

  Business Response

  Date: 07/15/2022

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We are happy to report that the membership has been refunded.   Thank you,

  Customer Answer

  Date: 07/15/2022

  
  
  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:

  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.

  Can you please show me proof of where I was only charged $45? I recently called and was told that they can clearly see that I was charged $100.
  Hide quoted text
  
  On Mon, Jul 4, 2022, 10:34 AM Sam's Club Member Services <*******@samsclub.com> wrote:
  Image
  Recently you requested personal assistance from us, and we are eager to assist. Please respond to this email so we can work towards a resolution.
  Subject
  Membership - renewal charge *************
  
  Response By Email (*******) (07/04/2022 09:33 AM)
  Good day ********,
  
  I am following up in your refund case.
  
  We have asked our Purchase History Team for this receipt but they informed since this was auto renewal and the account is already cancelled, there's still a possibility wherein the receipt will not appear.
  
  They kindly suggest us to ask you for the copy of billing statement to manually refund you for the full amount you were charged.
  
  In order to process your refund for the correct amount, we truly appreciate it if you can attach the billing statement where it shows the amount you were charged and we will work on your refund immediately.
  
  We appreciate it your understanding on this matter.
  
  Thank you.
  Customer By CSS Email (******** *****) (06/29/2022 03:11 PM)
  EXTERNAL: Report suspicious emails to Email Abuse.
  
  Are you saying you can't see the information for reference number
  ************* or the charge from April 28th 2022 in my Sam's club account,
  and I would need to then pay the bank since the account is closed to show
  you the same proof you can see in my account?
  
  On Wed, Jun 29, 2022, 2:28 PM Sam's Club Member Services <
  *******@samsclub.com> wrote:
  
  > [image: Image]
  > Recently you requested personal assistance from us, and we are eager to
  > assist. Please respond to this email so we can work towards a resolution.
  > Subject
  >
  > Dotcom - Manual Refund*************
  >
  > Response By Email (*******) (06/29/2022 01:27 PM)
  > Good day ********,
  >
  > You had a Club membership which costs $45 and you can confirm it

  Business Response

  Date: 07/16/2022

  At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Ms. *****’s complaint, we have refunded the remining balance due 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:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There were several fraudulent charges charged to two of my credit cards on June 15, 2022 that were connected to my Sam's membership card. The two charges made on my visa were quickly found and resolved by my Visa creditor. They declined charges so the assailant used the other card connected to my Sam's club card. There were seven charges fraudulently made to the other private local credit card. I chatted with a Sam's representative the evening of June 15th to cancel the orders before they shipped, she stated that they were escalating the issue to "back room". I waited for a response l never received. I went into a local Sam's club and talked to a representative who was unprofessional and inattentive. She told me to call Walmart and gave me a number. I called and of course they couldn't help me. I called Sam's and spoke with a representative who once again said she was escalating it to "back room" again, and I should have a resolution within 24 to 72 hours as the other agent said. I waited a week and called back. They told me they needed to do further investigation. I then asked to speak to a supervisor. She transferred me. I explained the entire ordeal and he seemed genuinely interested in resolving my issue. He told me someone would DEFINITELY call me BACK within 8 to 10 hours and they would get all of the fraudulent charges taken care of. I waited and once again they proved to be dishonest. They finally sent me an email stating that they could not help me. I know I can dispute it on my card, but the problem is they will freeze all of that money for 90 days until there investigation is complete. It's happened with this card before and it took that entire time. I shouldn't have to do that. Especially when I notified them the very day the items were charged before they shipped. I just feel it's complete negligence and it's placed me in a position of financial hardship unnecessarily. SAM'S has mislead me and sent me around in circles.

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

  Customer Answer

  Date: 07/22/2022

  
  
  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:07/12/2022

  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 necklace from Sam’s.com June 18th. It was delivered June 23rd.
  I did not open the package for a few days.
  Upon opening, the necklace was broken.
  
  I have made 4 attempts with Sams to return.
  Each time, they tell me they are sending me a label via email, they advise me to check my email, when I don’t receive it, they tell me it will take a day to get the label, then I never receive it.
  
  I have spent hours trying to return a defective item and still do not have a label.
  Today I was advised the same, a follow up needs to be done. I was then transferred to a supervisor to only be hung up on.
  
  I only have 30 days from June 18th to “return” the item and receive a full refund for the protection plan that I purchased. And I can’t even get a label sent to me.
  
  Sam's has provided reference# *************

  Business Response

  Date: 07/19/2022

  At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received for Ms. *********** regarding a refund, we have resolved the issue. We apologize for the inconvenience and have refunded the order.

  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.
  

• Initial Complaint

  Date:07/12/2022

  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 purchased the PlayStation 5 Console Horizon Forbidden West Bundle from Sam's Club website. A rare opportunity to buy one at MSRP. It came with an extra controller and $100 of playstation gift codes. So, instead of the normal $500 (disc version console), it's about $700. No big deal, I planned on spending the $100 on games anyway.
  Thing is, the codes didn't work. Try them several times, double checked that I was typing them correctly. Waited a day, tried again. Still no luck. I call Sam's Club. They say that it's not their problem, call Sony. Okay, so I call Sony. Sony says that the codes are valid, and haven't been used yet. However, the merchant must activate them before they can be used. So, I give Sam's Club another call. They say that there's nothing they can do, call Sony. It's not their problem.
  Thing is, I purchased the gift codes from Sam's Club. So, in my eyes, it is their problem. I didn't purchase anything from Sony. I have no business dealings with them. So yeah, Sam's Club is perfectly fine selling worthless codes to its customers, and has no interest in ensuring that their merchandise works.
  So yeah, last time I buy anything online from Sam's Club.
  Order # **********
  Purchase date: June 24th, 2022
  
  (The PS5 though is a great console. No complaints there.)

  Business Response

  Date: 07/26/2022

  At Sam’s Club, we continuously strive to meet and exceed the expectations of our members. In regard to Mr. ****’s complaint, we have verified that he can use his PS codes and was issued a gift card for his troubles. We apologize for any inconvenience this may have caused.
  
  ***** G.
  *************

• Initial Complaint

  Date:07/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order on 7/3/22 for delivery on 7/5/22.
  
  Order was marked delivered but the items were never delivered.
  
  Called the local store + online customer service AND reached out via Twitter on 7/5/22 and several times afterwards.
  
  Repeatedly asked for a refund; and as of yet, one has not been processed.
  
  Today is 7/12/22 and it has been a week.

  Customer Answer

  Date: 07/12/2022

  There is no proof of delivery. In fact, they sent me a push notification that the order wasn't delivered. 

  They alleged to have processed a refund, but it's not for the total I paid. The total was $82.75 ($65 purchase + $8 delivery fee + $9.75 tip) but only allegedly refunded the $65. How is this not fraud?

  Business Response

  Date: 07/19/2022

  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's concern was addressed separately from this BBB case by ****** C and has reached a resolution for the member.

  ****** C.

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

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased this refrigerator from Sam's Club.com. After the fridge was delivered, they didn't have the tool to install the refrigerator into the kitchen, so the fridge end up in our living room and sitting there. We made second appointment with them for them to bring the right tool the next time to install the refrigerator, they ended up reschedule the appointment couple days before. We then made third appointment for them to come, they cancelled it on that same day and rescheduled the appointment again. Then on the fourth appointment, they didn't even show up, only after we called them did we find out they couldn't come and need to reschedule. The refrigerator has been sitting in the living room for almost a month now without anyone installing it. The customer experience is extremely bad and frustrating.

  Business Response

  Date: 07/18/2022

  At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. When we contacted the member regarding his issue, he had already made arrangements to return the item with the manufacturer. Since the return process had already been started, we were unable to stop this process and instead have informed the member we will be providing them a full refund for their order.

  ****** C.

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

• Initial Complaint

  Date:07/08/2022

  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.

  I made reservations using Sam's Travel Club. My reservations were for a two day stay at Moody Garden's in Galveston. I had to cancel my reservation due to illness. Per the reservation guidelines, I was supposed to be penalized one nights stay due to cancellation within 72 hours. I have no problem with this but they refuse to refund me for the second night. I've spoken to Sam's Travel Club customer service multiple times. They claim the Moody Garden's denied the refund. I called the Moody Garden's Reservation Manager, she was extremely helpful and told me, yes, I was due one day refund and she issued it back to Sam's Travel Club. I called Sam's Travel Club back and gave them the name of the Reservation's Manager and told them about the refund. On 27June, I was told by one of the Sam's Travel Club reps that I would receive a refund in 5-10 days. I called back on 30 June to confirm everything was still okay. They told me I had to wait 5-10 days. I called again today, 7 July, for a status check. Now they are saying it's been denied. So they've received the refund from the hotel but they refuse to refund my credit card. Sam's order confirmation attached.

  Business Response

  Date: 07/15/2022

  At Sam’s Club we continually strive to exceed our members expectations. In response to the complaint we received for *** *****'s experience with the Travel and Entertainment team and receiving a refund. We apologize for the inconvenience and the member has been refunded.
  

  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,
  
  
  
  *** *****