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
- 1,554 total complaints in the last 3 years.
- 477 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:01/16/2025
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.
Order *********** was supposed to be delivered 1/9 between 4-6. I spoke to an agent who assured me our order was being delivered and had already been picked up by a driver. This was not accurate. No one could process a refund on the order, we had to wait a day for it to be canceled. Now they are not releasing the charge.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. At this time, the funds have been released, and a gift card was sent to the member for their inconvenience. - ***** ** * *************Initial Complaint
Date:01/09/2025
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.
Yesterday, we did a pick up order and received an email at 2:30pm that the cart was ready for pick up. At 3:11pm when we reached the store, there were no pick up spaces open so my husband went into the store while I sat in the car with my 4 year old grandson. When he came out after 15 minutes, he said they just started pulling the order. We waited another 25 minutes for them to bring it out and tell us that they had no rotisserie chickens up and we would need to wait another 30-45 minutes. The chicken was the only reason we placed the order. They have issued no refunds for the order even though a lady identifying herself as the pick up department manager said she would and gave me the name of their store manager ***. Upon leaving the store, I called and spoke to the receptionist, Tracy, who said *** was not available and I would need to call back Monday. She force disconnected me three times saying this was their store process and that she didn’t care what Sam’s club said the pick up process was online on the internet site or that I had gotten an email that it was ready. I again asked her to refund and have the store manager give me a call back whenever he was available and she hung up on me again.Request refund of the entire amount.Business Response
Date: 01/10/2025
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 reach out to the member via phone and they confirmed that they had been assisted by the manager of their local club in the time between submitting their case and reaching out.
Thank you,
****** **
*************Initial Complaint
Date:01/09/2025
Type:Customer Service 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.
A few days before Christmas 2024, I went to purchase a watch. While standing the the jewelry counter the light shut off. I had to track down another employee to tell me the "jewelry" staff went home for the day despite two hours before store closing and no special hours posted. Then I returned the following day, to again purchase the watch, which apparently was not in their inventory, and despite a very long wait was unable to leave the store with the watch. I then called the following day to see if the issue had been resolved so I could purchase the watch before Christmas. It was not. When speaking to the manager, he mentioned since it would be after Christmas, and I had waited so long he would give me a 40% discount for the watch. After Christmas I called to see if the watch was ready to be purchased an another manager told me yes, but he cannot honor the price of the previous manager. I then was to wait for a phone call, and never received one. This is the worst customer service I have seen in a very long time. Not to mention, I still do not have the watch, and a Christmas present was ruined because of the lack of communication of Nicole, Alex, and Ben, all which as supposedly managers at this location.Business Response
Date: 01/21/2025
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 provided the member's concern and contact information directly to the general manager of the club location where the member had the negative experience. The general manager reached out to contact the member and provide them with a resolution to their concern.
Thank you,
****** **
*************Initial Complaint
Date:01/08/2025
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.
Dear Sir/Madam,
I am writing to formally lodge a complaint against Sam’s Club regarding a highly unsatisfactory experience with their grocery pick-up service. On January 4, 2025, I placed a grocery order, which included critical over-the-counter medications for my disabled daughter. The order, totaling $430.37, was guaranteed to be ready for pick-up between 7:00 PM and 8:00 PM on 1/4/25.
Despite the assurance, my order was not ready within the promised timeframe. After contacting the store, I was advised to come and collect the order, as it was reportedly near completion. However, upon my arrival, I was informed that the order would not be ready that evening. This misinformation caused significant inconvenience, especially considering I am disabled and rely heavily on timely service.
Further exacerbating the situation, a severe winter storm was forecasted for the night of January 4, 2025. The store’s inability to fulfill the order as promised left me uncertain about when or if I would receive the necessary items. When I requested to cancel the order so I could shop for the items myself, I was told the store had just closed, and I would not be permitted entry.
Despite reaching out to Sam’s Club’s customer service and being offered a $15 gift card as compensation, this gesture does not adequately cover the time, effort, and fuel expenses incurred, which exceed the value of the gift card. The lack of consideration for my specific needs and circumstances, coupled with the poor communication, has left me deeply disappointed.
I respectfully request the Better Business Bureau to investigate this matter and urge Sam’s Club to implement measures to prevent similar occurrences in the future. Additionally, I seek fair compensation for the inconvenience and expenses incurred due to their failure to honor the guaranteed pick-up time.
Thank you for your attention to this matter. I look forward to your assistance in resolving this issue promptly.
Sincerely,
********* ******Business Response
Date: 01/09/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We reached out to the member to assist them and they informed us that they had already been contacted separately by the general manager of the club location, who provided them with a refund of their order.
****** **
*************Customer Answer
Date: 01/09/2025
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:01/08/2025
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.
This is the third order in month of December you have lost. I have two replacements order, was the jar was broke. The other showed order sitting in Indiana and not moving, from December 24th, order was placed on December 17th. The replacement order was done on December 30 and the one for the lemon paste has been shipped and will be delivered on January 4th. The other shows still in process and maybe delivery by January 11th. Shows no updates on order or anything and no one at your 800 number can give you answers. They just reading what’s in computer, I can read what it said. This is unsatisfactory to me, the original order was on December 17th and this order should be sent to me asap. I’ve talked to eight people today and got hung up on three times. I’ve spend at least four hours of my time on the phone, trying to get this resolved to no avail. You don’t know how close I am to cancel my membership and telling everyone to not trade with Sam’s. I’m beyond frustrated and upset. You should have people in USA that can answer the phone and not talking to other countries, that is hard to understand you and you them. Please I want a reply as soon as possible. Thank youBusiness Response
Date: 01/15/2025
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 contacted this member and they have stated that they no longer wish to receive their replacement set and instead wish to have a refund. We have cancelled the shipment of the replacement and have processed a refund for the member. They can expect to see the refund credit to the account used to originally make the purchase within the next 5-7 business days.
Thank you,
****** **
*************Initial Complaint
Date:01/07/2025
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.
The Sam's Club website has an instant savings book. It says "$200 off Member's Mark Hotel Premier Collection Hybrid Mattress, King Size Also available: $100-$300 off Twin-Queen size mattresses and sets." I have tried all of the different sizes and firmness options and none of them offer $300 off. I also contacted customer service who also told me they couldn't see which option offered $300 off. In another area of the book, it says "Up to $300 off Online only Sealy Dreamlife Collection". There is no size that gives $300 off.Business Response
Date: 01/14/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We are in contact with this Member to assist further regarding their instant savings concerns. Thank you, **** ** * *************Initial Complaint
Date:01/03/2025
Type:Customer Service 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 purchased a set of gift cards online. When I tried to use them, the business told me that they are not really gift cards, they are coupons that can only be used on dine in purchases. I only buy take-out so these are useless to me. And the fact that Sam's is representing them as gift cards is fraud. I need them refunded immediately. Then your chat person said he couldn't help me. I asked for a manager, the manager repeated that you won't help me even though I never received any gift cards, then he hung up on me as I was typing to ask to speak with someone higher. I want to be clear, I have been cheated out of $75 and either I'm getting a refund and an apology letter where you state that you will be making clear to everone at your company that hanging up on a customer and ignoring a statement that you have broken the law are unacceptable, or I will write reviews, file charges, contact a lawyer, or whatever else it takes to make you suffer the same amount of financial loss (my net worth is way less than yours, if this is your company policy then you need to lose millions to make up for it).Business Response
Date: 01/13/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We are currently in contact with this Member to assist further with their Gift Card concern. Gift Cards are un-refundable according to our Terms and Conditions. Thank you, **** K. - *************Business Response
Date: 01/16/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. While we cannot refund the Gift Cards this Member purchased, we have decided to issue an eGift Card given the Members experience with this issue. We assure that the Gift Cards are indeed Gift Cards. If this Member needs additional assistance, a point of contact has been established. Thank you, **** K. - *************Customer Answer
Date: 01/17/2025
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:01/02/2025
Type:Customer Service 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've been requesting that they stopped emailing me advertising materials for the last 2 months yet they continue to do so on a daily basis.
I'm already likely not going to renew my top tier membership or any membership at all because of the way they change the shipping pricing right after I renewed. They simply aren't saving me anything anymore with the way they've structured the shipping charges.Business Response
Date: 01/07/2025
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 make the necessary corrections to this Members account and he should no longer receive any Marketing emails. Should he ever be unsatisfied with the benefits of his Membership, we would be more than happy to provide an un-prorated refund under our Member Satisfaction Guarantee. Thank you, **** ** * *************Customer Answer
Date: 01/08/2025
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:01/02/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased baby back ribs 12/26/24 at 107pm. Receipt #**************** TC ********************. Ribs were slimy and had a strong fish odor. Not recommended for consumption when this is pork. One of the racks of ribs was 75%pure fat, but with the rotten odor, quality took a back seat to food poisoning. I contacted customer service. They were going to issue me a E gift card in the amount of $35 even though my purchase was only for $23.11. The E gift card was supposed to arrive within 48 hours. After the 48 hours I called back Sams Club and they said they transferred the matter to the store club and I have to go in and speak to a manager And they will determine if I get a refund. I am a Sam’s Club member who purchases baby back ribs weekly, when I get a bad batch of ribs I expect the situation to be rectified, just as Sams charges me for my purchase. I expect Sams Club to go good when the product is uneditable or a poor quality. I trust the situation will be resolved with the help of better business bureau.Business Response
Date: 01/03/2025
At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. Upon checking our Member Service records, we were able to locate a contact from 12/31 on which the member was assisted by ***** Y., who processed a refund for the item in question. We contacted the member by phone to confirm the situation with him and to see if he needed any further assistance.
Thank you,
****** C.
*************
Initial Complaint
Date:01/02/2025
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.
We are an active duty military family and had a recent order delivered from Sam's Club that had an issue. We tried to resolve with the customer service department of Sam's Club online but were unable to come to a resolution. We would request contact from a higher level of support to try to come to a mutually agreed resolution. ThanksBusiness Response
Date: 01/07/2025
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 originally issued an adjustment for this order and we cannot provide any additional adjustments. We also assisted the Member regarding their concerns with a Dining Set and offered to assist with a return or replacement. Should they accept this offer in the future, we will continue assisting. Thank you, **** ** * *************Customer Answer
Date: 01/07/2025
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,
***** *****
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