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Business Profile

Buying Clubs

Sam's Club

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Buying Clubs.

Complaints

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

Find a Location

Sam's Club has 577 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Sam's Club

      2101 SE Simple Savings Dr Bentonville, AR 72712-4304

    • Sam's Club

      5604 Buckeystown Pike Frederick, MD 21704

    • Sam's Club

      6410 Petrie Way Rd Rosedale, MD 21237-3034

    • Sam's Club

      141 Washington Ave. Extension Albany, NY 12205

    • Sam's Club

      16 Old Gick Rd. porter corners, NY 12866

    Customer Complaints Summary

    • 1,554 total complaints in the last 3 years.
    • 476 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 arrived 10 minutes early for my TPMS sensor install appointment at the Sam's Club Tire and Auto Center appointment which was for 1 pm on 12/22/2024. Upon arrival, I was told that I was late for my appointment because the appointment was scheduled for 12 noon that day. I stated "that was impossible because I work at church until noon". I had walked into the club on the prior Thursday at about 10:30 am and made the appointment personally. I repeated the appointment time back to the associated twice who confirmed the 1 pm and wrote it down. Today, I was told that they were overwhelmed, short staffed and had no time to work me in because I was late. I was also told that the TPMS sensors had to be reprogrammed. I explained that these were the TPMS sensors from the vehicle -- I had just changed rims and needed them installed. They said it took two hours because even though the sensors were already programmed, it had to be redone since they needed to know the position of each TPMS sensor. Not true -- you don't reprogram TPMS sensor search time you rotate and balance tires. The associate lied -- 1. about my time slot. 2. about the TPMS reprogramming issue 3. That they were overwhelmed and short staffed. When I left the club at 1:23 pm, all FOUR service bays were EMPTY, one associate was eating in his car and two others were just standing around talking inside the bays. I did ask for a manager who stated that he was sorry about the issue, but that "the people in tire and auto are crazy and just a mess". He said he couldn't help me. If you can install and balance 4 tires in an hour slot, you can easily replace TPMS sensors in that time. I can remove and replace a TPMS sensor in less than 90 seconds with a tire of the rim. All you need to do is break the bead on the tire and then install. Very simple and very quick. Basically these guys are lazy and don't want to work. Certainly not customer focused when you had plenty of time and help to do the job.

      Business Response

      Date: 01/02/2025

      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 reached out directly to the general manager of the club location where the member's poor experience occurred. They let us know that they have contacted the member directly regarding the issues and will be addressing them with the associates in the Tire and Batter Center to prevent future concerns of this nature going forward. An email has been sent to the member from us to follow up and provide them an opportunity to express any remaining concerns to us.

      Thank you,

      ****** **

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

      Customer Answer

      Date: 01/07/2025



      Complaint: ********



      I am rejecting this response because ultimately I am still out my time and now will not utilize a part of the club for which I paid a membership.  I appreciate the response from Sam's Club, but in this situation there is realistically not any other option for me.  The employees/management in the Tire Center showed a complete lack of integrity and professionalism.  I cannot trust them going forward to work on my vehicle.  Unfortunately, as long as any of them are employed there, I will seek tire services from other entities.  Thank you.  



      Sincerely,



      *** ********

    • Initial Complaint

      Date:12/23/2024

      Type:Order Issues
      Status:
      Answered
      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’m filing a complaint against this company because they had a promotion this year during “Black Friday” or cyber Monday. The promotion was if you upgraded the club membership you would receive $15 Sam’s cash for the upgraded membership itself and after I renewed the membership I didn’t get any of these things I attempted calling Sam’s club customer service to no avail so I would like refund on the upgraded membership itself because this company breached the deal they were offering

      Business Response

      Date: 12/23/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. This member was able to reach our Member Service team on 12/20 and receive their downgrade and the associated refund. This refund was processed on 12/22 and the member can expect the credit to appear on the statement of the account used to pay for the upgrade initially within 7-10 business days. There may be an additional wait due to the holidays. We apologize for the inconvenience.

      Thank you,

      ****** **

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

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

    • Initial Complaint

      Date:12/20/2024

      Type:Delivery Issues
      Status:
      Answered
      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 placed an online order for Delivery. The total of the order is $451.25. The delivery driver stole the majority of the order. They could not contact the driver after this happened. The store could not tell me if when or how much of a refund I can get. I tried sams club online customer service and they told me this is not a customer service issue.

      Business Response

      Date: 12/26/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. We followed up with this Member and were advised that the Club was able to replace the missing items for them. They've also been issued a Gift Card for the added inconvenience. Thank you, **** ** * *************

    • Initial Complaint

      Date:12/20/2024

      Type:Billing Issues
      Status:
      Answered
      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 wanted a refund of the Sams plus membership due to their changing the terms of my purchase agreement mid way through my membership. I spoke to Dugan of the customer retention department on 12/01/24 and he stated that he would refund the purchase price to the debit card used to purchase the membership. I informed him that the debit card I used to purchase the plus membership was no longer active due to it being used by someone who had stolen my identity. I explained that the bank account that card was used with however, was the same but I had to get a new debit card with new numbers. He assured me that the refund would still go through on the old card as long as the bank account was still open, which it is.
      After 2 weeks I still hadn't received a refund, so I called back. This time I was told that Dugan had never initiated the refund process. This representative I spoke to then told me that I would need to go to my bank and have them write a letter explaining that my debit card used to purchase the plus membership was replaced by another debit card. He said that was the only way to get a refund. They are trying to make it as hard as they can for people to get a refund so they don't have to pay it.

      Business Response

      Date: 12/23/2024

      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 spoken to the member on the phone and informed him that his previous refund has been processed as he was told it had been, but was cancelled due to a misunderstanding between teams on our end. We have taken steps to address this misunderstanding with our teams so that it does not happen again in the future and the member's refund has been resubmitted for processing. It should credit back to the account used to pay for the upgrade within 7-10 business days from the date of processing and the member has been provided with a direct email point of contact in case he needs further assistance.

      Thank you,

      ****** C.

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

    • Initial Complaint

      Date:12/18/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Returned an order and it has been delivered back to them for nearly 2 months now, contacted more times than I can count. They continue to tell me that it has to be forwarded to some different team and that I will hear back and yet I never do. They cannot even give a valid reason or explain as to WHY my return hasn't been processed yet. Absolutely ridiculous, I demand to be refunded immediately or I will be taking this even further than the BBB.

      Business Response

      Date: 12/20/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After reviewing this Membership and the return details in question, we will not be processing any refund for this Order. Any related charges will have to be disputed with the Member's financial institution. Thank you, **** K. - *************

      Customer Answer

      Date: 12/22/2024



      Complaint: ********



      I am rejecting this response because:
      Notice how they continue to refuse to provide a valid reason for their decision..

      "After reviewing this membership and the return details in question".

      Reviewing WHAT? What is so special about me and my membership and my return? I ordered something, then I returned it. WOW that is completely unheard of.

      Get real, what a joke you guys are

      I have every intention of taking legal action against Sams Club regarding this injustice.

      I will also be taking this to TikTok and other social media with every bit of proof I have, and its a lot. Including the return tracking information, my correspondence with Sams Club directly, the BBB complaint and more, I have it all documented and will not stop until I am issued an apology as well as my refund that I am owed.

    • Initial Complaint

      Date:12/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 replacement tire for a puncture was requested and I was told it would be under warranty. The employee took the information down, then never ordered the tire. The order was fully ignored. I had to return and order it again with a different employee. The employee setup an appointment for a week later to have it replaced. The tire was not received. Another week passed after this too. Another missed appointment since no tire yet received. The tire was replaced for the vehicle spare at this point since the slowly building puncture caused the faulty tire to go fully flat. The wheel was taken at this point and the plan was to have the new tire put on the wheel so it could go faster for install once received. Two more weeks, no new tire received. Finally, the tire shows up, but the business failed to inform that it was received. Now they refuse to fit us in for replacement of the tire and are holding my original vehicle wheel and ordered tire. The intent by the business is to make me wait longer since they no longer want to do the work. The manager of the tire group answered the phone after multiple attempts to contact at the business, but he told us he couldn't speak with us or help us due to an accident with dead people involved?!? This makes no sense and we don't understand why the business is trying to avoid the work. If the wheel is not returned, the loss will be over $2000.

      Business Response

      Date: 12/19/2024

      At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. There are no tire purchases in the history of either cardholder on this membership for tires. We attempted to call and email the member, but did not receive a response. We also reached out to the general manager of the club listed as the members' home club and they were able to confirm the member's information and that they were able to pick up the tire this week. We apologize for the delays and the member is welcome to reply to our email if they would like to discuss their experience.

      Thank you,

      ****** **

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

    • Initial Complaint

      Date:12/13/2024

      Type:Billing Issues
      Status:
      Resolved
      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 went in the ************** Sam's Club #**** STORE *** Indian Lake Blvd **************, TN 37075 (**** ******** TO GET MY SAM CLUB CARD. WAS TOLD I WAS ALSO GIVEN A CREDIT CARD. I ASK THE LADY AT THE COUNTER WAS IT FREE SHE SAID YES WITH 60 DOLLARS. I ASK DO YOU RUN A CREDIT CHECK SHE SAID NO. I GET A LETTER FROM SYNCHRONY BANK 1-800-964-1917 THAT MY CREDIT WAS RAN FOR THE CREDIT. I TOLD THE REP I DID NOT APPLY FOR A CREDIT CARD. I AM ON BANKRUPTCY OLD ENOUGH TO KNOW YOU DON'T APPLY FOR CREDIT DURING BANKRUPTCY PERIOD. THIS HAD MAD ME ANGRY AND I ASK IS THIS MY CARD FOR SAM SHE SAID YES TO FIND OUT THAT IS NOT MY CARD. NOW I HAVE TO GO BACK TO GET THE CARD I WENT IN THE STORE FOR. !!!! WANT THIS OFF MY CREDIT REPORT NOW!!!!!!!

      Business Response

      Date: 12/16/2024

      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 Synchrony Bank who will be taking over the member's request to have the inquiry removed from their credit report as they deal with all matters related to Sam's Club credit cards and the application process. Sam's Club will be reaching out to the general manager of the location where the member's experience occurred and have them address the matter with their associates to prevent future members from having the same issues.

      Thank you,

      ****** **

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

      Customer Answer

      Date: 12/19/2024



      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:12/12/2024

      Type:Order Issues
      Status:
      Resolved
      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 are a few issues here. On Black Friday weekend, Sams had a promo online, get $15 Sams Cash on an order of $30 more if you upgrade to Plus.
      I upgraded to Plus, and placed order ***********. There were 2 items in that order, over the $30 spend threshold. Sams cancelled one of the items, therefore making me lose the $15 SamsCash.
      Now, the other item is lost and I am still being billed for it. I have chatted with various reps about it, and one supervisor offered to cancel it, and issue me a $20 gift card. I opted to wait, to see if it gets delivered, but it hasn't. I contacted chat today, and they do not want to offer the gift card(s).

      Business Response

      Date: 12/13/2024

      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 the member and offered to provide them the unreceived promotion amount and the promised gift card in the form of a single, combined gift card, which the member accepted. This gift card has been sent to their email and the member has been informed of when to expect to receive it. Their lost order was assisted with a replacement by our member service team via chat and the member will receive new confirmation and tracking information for it as soon as it has shipped.

      Thank you,

      ****** **

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

      Customer Answer

      Date: 12/13/2024



      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:12/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 two new batteries from Sams Club. On our was to Washington DC the batteries failed causing damage to our camper. Another Sams Club confirmed the batteries were defective and replaced. I filed a claim with Sams to get the two items repaired that was damaged. They promiseed to fix but have stopped communicating. Sams has sent to their supplier to recover loss, but supplier says it not there problem. The last person that said they was going to correct the issue was **** ******* which was two months ago, no call back. The refrigurator and tounge jack was damaged becuase of the battery failure. I want my damage covered!
      My claim number is ********

      Business Response

      Date: 12/18/2024

      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 reached out to our Claims Service team and the case manager for the member's claim was able to contact the member over the phone the morning of 12/17. The member will be providing the case manager with copies of the requested repair documents via email. The Claims Service team will be able to continue assisting the member from this point forward with their concern.

      Thank you,

      ****** **

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

    • Initial Complaint

      Date:12/12/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a food delivery and it never arrived. I called 4 times and was put on hold three times for an exorbitant amount of time and one time was told the by the representative she could not hear me and would call me back but never did. I attempted to email but the system would not process the email. I was never contacted about the delivery and when I tracked it it indicated it was returned. Charges for the delivery are still pending.

      Customer Answer

      Date: 12/16/2024



      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,



      ***** ******

    Sam's Club is NOT a BBB Accredited Business.

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