Consumer Complaints and Reviews
To preface, this comment is about a WEDDING DATE! A cake was ordered 3 MONTHS in advance. A phone call a month before the event to confirm the cake order. THE DAY OF THE WEDDING we went to pick up the cake and the bakery FORGOT to make the cake! Instead of providing a free cake, they made us PAY for a cake that was bought last second. This is result of terrible planning, awful management, and horrendous customer service. There should have been a reimbursement process as well as a complimentary cake considering this was the DAY OF THE WEDDING! The service is appalling during and afterwards. Complete quality should NOT be sacrificed due to price, yet paying for something should still mean receiving it when planned regardless of price.
Still waiting for cell phone card. Listing said emailed in 1 hr, it's been 40 hrs! What's the point of buying card online if I have to wait days for it? Called customer service, said they'll call me back, never did.
I ordered 4 boxes of Nature Valley granola bars online. They sent me 3 Boxes and some worthless vitamins. So I called them, they said they would send the bars and a return for the vitamins. Nothing happened, so I forgot about it, so much for Sam's Club! Poor customer service.
After a few weeks of patio furniture shopping, and passing up on some great Labor Day deals from other companies that are currently no longer on sale, we ordered the Toronto Deep Seating 6-piece patio set totaling right under $1,500.00 on September 3, 2016. We were so excited to use this on our new screen porch and specifically needed it by this Sunday, September 25th, for a party we are hosting. A message was sent to us on September 5th stating our patio set had been shipped and was in transit from Sam's Club. The company they use is MXD. It was guaranteed to be here by September 23rd, which is tomorrow, latest. I noticed as soon as I ordered this set from Sam's Club, it was listed as out of stock. I figured we had ordered the last one, lucky us! WRONG!!! I have excitedly checked the shipping status of this order almost every day for the last 3 weeks and every day it has said "In Transit".
So today, I decided to give MXD and Sam's Club a call to see if anyone was able to give me more details about where exactly our furniture was at. Again, it is supposed to be delivered by tomorrow, latest. MXD was not helpful at all telling me to take it up with Sam's Club. The Sam's Club representative puts me on hold for 20 minutes and comes back to tell me that our patio furniture had been put on the wrong truck by MXD and taken "somewhere else" and MXD had placed us on "hold" for when a replacement set came in. Mind you, not one person has attempted to reach out to us in any fashion in 3 weeks to inform us of this. The customer representative was very nonchalant about telling me this information and had absolutely no other information to give as if we would just be okay with this.
Now, they were super speedy to get their money, but when it comes to delivering a superior product, or just delivering any product, they get and F!!! I ask to speak to a supervisor and she proceeds to tell me what I had already heard and I express how I was not okay with being put on a "hold" list for when the next Patio set becomes available. I explain to her how I am aware that the set has been out of stock since the day after we paid for ours and that there were none left. I asked her where exactly they planned to get this replacement and how long it would take? I explained to her how it is horrible business to just not send a customer their order and not contact them in any way. In that case, they could just keep our $1,500 inevitably??? I don't think so! Who does business like that? I express to her how we had passed up on a few other great deals on patio sets on Labor Day and decided to go with this set from Sam's Club instead.
I explained my frustration about being left high and dry for our party we are hosting in 2 days in which I guess all our guest will be sitting criss-cross applesauce on the floor at. I told her that they need a better system to inform customers of ANY problems that may occur with the delivery of their paid orders and how being placed on "hold" for a replacement set to come in is simply not acceptable. I mean, was the plan really to hold our money until a new set came in from somewhere, somehow? What if this set got discontinued and there was never another replacement set to come into stock? Their system is to not reach out to the customer to explain the situation and to just keep the money inevitably?
That is the worst business model I ever heard of. I will NEVER order or step foot into a Sam's Club again. I do not understand how they are still in business and I wish I would have reviewed this company before passing up on the other store's Labor Day deals! I spent hours reviewing the product, but the company lacks in so many areas. Customer service being #1.
First, it amazes me how many people fall for the bulk buying trick. If consumers would take the time to check the prices on SAM's Club's products, you'll find that on normal priced items you may save pennies on total purchase. On sale items, you will fare better, but not any better than you will at Safeway or Target. Then there is Synchrony Bank, the openly criminal bank that falsely reports bad credit and falsifies bank records to cover their six.
I made three months of payments $100 each since I was not receiving a bill at my new address. Synchrony reported me as NO payments FOR OVER 90 DAYS. In FACT they denied that they were mailing my bills to the old address. They outright lied, even though at the time I called in the representative admitted the address was not the same as the address I supplied. Regardless, they have destroyed my credit by reporting that no payment had been made for over 90 days, even though I had mailed a payment every month.
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This is a review about a SentrySafe purchased from Sam's. They will not publish the review because I mentioned that SentrySafe will not respond via phone or email about the product that Sam's claims they are no longer liable for.
Sam's Club has very bad customer service. I order 3 layer cake for my daughter's 7th birthday. They lost the order and all they can said was sorry "there's no cake but you can get a one layer cake over the counter, not free". The manager said "you have to paid 50% of original price". Really, my daughter was so upset because we had to buy cupcakes for her birthday for a 50 people party. Will not renew again!!!
I wanted to order a Cedar Summit play structure during a holiday sale that stated the price was $2299 on sale for $1899 + $250 instant savings added to cart. When I put the item in the cart it instead had it at $2149 w/ $250 savings for a final price of $1899. So I took a snapshot of the product page and the cart and email them. They said it was because I was using the iPad and to use a computer, which did the same thing. So they replied that if I ordered it at the cart price I could email them with the receipt after it was delivered and they would refund the difference. By the time they told me that, I had to pay full price less the $250 savings - $400 more than was advertised. I did what they said emailed the invoice after it was delivered and they replied back that the picture provided no proof of the price I wanted them to honor and refused the refund. I have replied back several times but they have never responded back. It has been 8 weeks now.
I purchased a mattress 3-4 years ago from Sam's Club in Medford, NY. I misplaced the receipt and was advised to request a purchase history from samsclub.com. I went on my account but it's limited to 365 days back. So they advised to call the customer service and make the request via phone for up to 8 years back. I called on June 22nd 2016, they took my information and stated that the primary account holder (which is my mother) had to call in and give the authorization, since my card is a complimentary household card under her account. The following day, my mother called to Sam's Club customer service and spoke with an employee and she was asked to give her full name, address, phone number, social security number, Sam's Club credit card number among other personal information.
She complied with all these requests and the employee stated that in up to 14 business days we should receive the purchase history emailed to us. We waited the 14 business days to no avail. After an additional 8 business days we called in to inquire as to what was taking so long. We spoke with an employee (abbreviated name) T. **. She stated that they never had record of the primary account holder calling in to give authorization and that she was going to escalate it to her management team so they are aware of the situation. My mother (the primary account holder) was with me at the time and spoke with Ms. T. ** and gave her authorization to request the purchase history. So from this day would be another 14 days. Another 14 days pass, still to no avail, we waited an addition 2 weeks, just to see if they were behind on schedule.
My mother and I both called in together in mid August, at this point we are super frustrated, we spoke with an employee named Myesha, she explained that the primary account holder had never given authorization to request the purchase history, at which point upset us even more because my mother had called twice before at this point. My mother gave her authorization again, and we requested to speak with a supervisor or manager to submit a complaint and see if we can get this resolved sooner than later. The floor supervisor came on the line and advised us that the issue was the previous employees we spoke with never updated the notes that they spoke with the primary account holder and that was never submitted to the purchase history team therefore it was never completed. He took down all our information and "updated" the notes on his end and submitted our request for purchase history.
We asked him multiple times is he sure he has all the information he needs, he stated yes and we should receive the request in 14 business days. Now we come to today, it has been 22 days since we have made that purchase history request and still no email, letter or any attempt of contact from Sam's Club. We called in to inquire as to what was going on and spoke with a Destiny at Sam's Club Member Services office in Orlando, FL. She stated she was the floor supervisor and that the manager had left at 5 pm. We explained the whole history of our situation and asked as to what was going on with our account and why this is taking so long. She then proceeded to tell us how I am listed as the primary on the account and I never gave authorization for this purchase history request on the account.
At this point I was furious, every time we call Sam's Club Member Services, there is a different story as to what is wrong with the request and a different story as to what was done wrong the time before. Apparently at this point I am listed as the primary in one "system" and my mother is the primary in another "system". As to what that mean, no idea. She did a horrible job of explaining it. She then proceeded to tell us how in order to resolve this issue my mother and I would need to go down together to a local Sam's Club store and show our personal IDs and ask them to fix the accounts. My mother lives in Florida and I live in New York. I asked her to fix this now on the phone since she is visiting for the week. She said she does not have access for this, and stated the only way to resolve this issue is by doing that.
So in review every time we call we must jump thru a different hurdle, getting the primary to call, getting the purchaser to call, giving social security numbers, wait 14 days, call in and speak with different employees, email employees, wait on hold, fix our online account. This is truly ridiculous, we have been trying to get a simple purchase history request, which they advertise as being able to send it within 14 days, and here we are 3 months later still waiting, and taking wild guesses as to what the next one will be. Sam's Club customer service and the way they train the employees is obviously not consistent.
On 8/15/16 we purchased product and it was to be delivered by 9/13/16. I have emailed them and contacted them through Twitter with no response. All I was asking for was tracking information be updated. That was 2 weeks ago. Now here we are at the delivery date and still no response. Now I want my delivery charge back and depending on the further delay, a discount. I can't believe a company this size has this type of customer service department. The time I have sat on hold with customer service just to get inaccurate information is uncalled for. This will be the last purchase I make from Sam's online and possibly in store. The manager at my closest club was no help at all. The simple fact that they use MXD Group as a carrier is another one of their problems. That company in itself is hard to get in touch with and they don't update the tracking information in a timely manner.
I ordered bundle "Samsung 65" Class 4K UHD Curved Smart TV and Samsung 2.1 Channel Curved Wireless Soundbar with Subwoofer" on 8/7/2016 from Sam's Club. I got TV from Pilot Freight, but FEDEX did lost the Samsung 2.1 Channel Curved Wireless Soundbar with Subwoofer. I called Fedex 3 times and got an answer that my item lost. Fedex said that I must call Sam's Club to tell about that.
I called Sam's Club and I have to wait several days and they said that the speaker out of stock (but it's still selling online on the Sam's Club website today 9/14/2016), so I have to return the TV back to get the refund. When they sent me (8/8/2016) the Fedex Tracking number, it included the price of the speaker 272.63 dollars. I talked to refund only this price, but they didn't agree. This is a bad customer's services. Therefore, don't buy online bundle from Sam's Club because if they lost 1 item, you have to return the item you get and it take your time. The 65" TV I got very heavy, I set up already. Now, I must return it. This is bad.
My wife and I paid our membership fees early, by check in the mail. The check cleared the bank within 7 days of date wrote. I have now been in contact with customer service 3 times because the stores tell me that my membership is not paid. I have shown the stores the check that they cashed, as well as emailed it to a customer service supervisor (Tara **). I have been unable to use my membership for 6 months after they cashed my check. I consider this theft of my hard earned money and believe that I have been robbed by the rich man.
I received a damaged item and had to call many times to report it so Sam's Club can give me a refund. Every time I called, I had to spend more than 45 minutes over the phone with customer service. Item was finally picked up after 2 months sitting in my house. After it was picked up, I called Sam's Club so they can give me my refund and they put me on hold for more than 50 minutes. Finally, after more than 1 hour over the phone, they said everything was processed. I don't recommend this store, and customer service neither.
I will NEVER buy tires at Sam's Club again. I bought Pirelli tires, not cheap. The tires wore unevenly. They said I needed an alignment. Went to get alignment, didn't need one. Then they said the warranty was voided because I didn't get them rotated and balanced there. They were just looking for any excuse to get out of replacing my tires. Horrible customer service. I will not be renewing my prime membership. If I could give 0 stars, I would.
I received an email from Sam's Club advertising a 55" TV set for $328 original price $948. I went to purchase tv set, but was told it was an error that they knew about 2 days before the email was sent. I asked about the the TV and the salesperson did not know anything about this error. He thought maybe someone was phishing for my information through a bogus Sam's Club email. The club would not honor the price, I called customer service how at the time also wasn't aware to the error. An incident report was made through customer service but still Sam's Club would not honor their price. I will NEVER shop Sam's Club again, and move membership to Costco. I will also advise all my family and friends not to shop Sam's Club again. A do not shop Sam's Club campaign has started on social media sites.
I needed information about creditcard/membership cards and entrance to club. I waited 29 minutes with regular "we're busy and will get to you" messages, then the line went blank. REALLY?!
I have been less than pleased with Sam's. It's like Walmart that requires a membership. We will not be renewing. We will be going back to Costco. Super long lines. Awful customer service. For example once stood in food line to get a frozen yogurt and stood there for a good 20 minutes just to be told they were out of yogurt!!! Put a drinking sign out people! Awful experiences. Not one positive thing to say about this place.
Stopped at my Sam's Club today to purchase a battery for my vehicle. At the sales desk advised that I need an appointment. Asked her if she was kidding, a battery purchase, a ten minute job and you need an appointment!!! Ended up walking out. She may have done me a favor I purchased a better battery at a lower price. And I didn't need an appointment. It go to show you that it pays to shop around.
My wife and I went to our local "The Back Store" in search of a good quality massage chair and found one we liked, it was the Titan TP 8300 which is sold by Osaki under the Titan name. It was on sale for $3500 so with tax it was a little over $3800. My wife wrote out a check for $2000 and we financed the rest with 18 month no interest.
We arrive home and my son comes over, he is a member of Sam's Club and told me I should have checked with their prices. We logged into their site and the same chair was $2200, my heart skipped several beats. The next day I called "The Back Store" to cancel my order and when I told them why they asked me if I knew that the chairs sold by Sam's were refurbished. Nowhere in Sam's description of the chair does it say it is a refurbished product. Turns out, the store I was doing business with, had the exact same situation arise months before. "The Back Store" at that time contacted Osaki and was told that the reason Sam's can sell that chair for $2200 is because it is refurbished.
Sam's Club allows you to ask questions about a product you are interested in, so I did. I asked if this chair was refurbished, the next day I checked my e mail and had a response from their moderator who polices any question that is submitted and will not post any question that may cause them to lose business. To me, this form of advertisement should be illegal. I called the Missouri Consumer Protection and was told that since I did not actually purchase the chair I could not fill out a complaint on Sam's Club.
So... I am sure you have heard the verbiage "If it seems too good to be true, it usually is". That is exactly correct in this situation with the Titan Chair and Sam's Club selling it as a new product when in fact it is refurbished. IMO Sam's Club is being dishonest and when confronted with the truth, will just use a moderator to get rid of your question.
A disaster. For two years we've been placing a monthly Sam's order online with minor problems on pick-up; the process has never been smooth like Amazon. This time was a disaster. From our end, everything looked normal; we got confirmation email & text message, but when we got there, no order. None. They looked for an hour and can find no internal record of an order; an 1 & a half (with commute) of a business day wasted. We call & raise a bit of sand; ok; they find the order. Back out to Sam's.
Once there, again, after an hour search, they have no record of the order. While my employee is there, I raise sand. They find the order, but it's not filled; so they fill it (about half an hour). We get the order & deliver it to its required location (1/2 hour commute). Are you keeping up with the time your internal lack of competence cost me. I've experimented by ordering from Amazon - perfect orders - Every time. When I order in advance, on line, that is the standard I expect: perfect order, efficient delivery, every time.
I ordered a product 2x. The day before I am to pick up my order they cancel the order. Now I look and they have doubled the price. When I ordered the product it was in stock. THEY ARE VERY CROOKED AND SAW NOTHING WRONG WITH WHAT THEY DID.
I have been a member since the early 90's. Their service and products have become little to be desired. Two months ago my bill came with membership renewal. I paid my bill entirely minus the membership fee. I cancelled my card online. I received notice that card was cancelled immediately and not to use. I keep a pdf file of this notice. The next month I received a bill for membership. I phoned and agent said would correct. This month received bill for membership plus late fee. I phoned again to have agent tell me would correct. Is this their way of making a member stay? Good luck on that one. Not enough money in the world.
Today, I went to Sam's. The lady dropped my white peaches. I love white peaches and she dropped them.
I ordered mattress/box spring set on July 16th and was originally provided ONE FedEx tracking number that said there would be two pieces with that shipment - delivery date between July 20-26. FedEx Ground showed that I would get delivery on Friday Jul 22 by end of day - that didn't happen. I got delivery of ONLY box springs Jul 25 at 4 pm. I called Sam's and was hung up on by a man named Dominick.
I called back and spoke with Lauren (she was very helpful and courteous) she connected me with Kierra (who was professional and kind) but she told me that it isn't customary that Sam's would inform customers that there is more than one shipment - and she gave me the other FedEx tracking number that I will now begin tracking. I asked for a supervisor and she connected me with Melton (very patient) and I told him what happened. He apologized and said I should get other box tomorrow 7/26. The time frame isn't the biggest issue - it's that the order document doesn't give but one tracking number and says 1 of 1 - and that is misleading!
I'm writing about Sam's online ordering service for in store pick up with Scottsdale store #6241. I have tried to order online several times and it has been a disaster every time. The online ordering works well. However, the store never has the order ready at the scheduled pick up time. They give no confirmation notice as they are supposed to do. I have to call about picking up the order and generally the person answering knows nothing about the process. Then I go through long wait times on the phone while they are trying to figure out what to do. When I finally go in the store to pick up the order, their complete lack of awareness starts all over. The bottom line is, they are not prepared to offer this service.
Ordered 18,500 btu model fra186mt2. They sent me 18,000 btu model fre1833s2. I called them up. They said "Send it back." They would send me the model I ordered. Wk. later I get the same wrong one same box. They say "Send it back." I sent it back. Called them yesterday. They said they had shipped me an ac and they did not know what ac I would receive. I have bought from a lot of stores online. Amazon is the best of all. I have bought items from china off ebay for small amounts. They ship from 15,000 miles. I have always received what I ordered. Samsclub.com needs to shake up their org. It sucks.
I won a bid on the auction, however, the item I bid on was NOT the item I received. The packing slip clearly listed the actual item I bid on. The packing slip did not have a phone number listed so I had to go to the trouble of researching online. I contacted customer service, explained the problem and was told that I would be issued a full refund (within 5-7 days of the call) and told that I would NOT be able to receive the item I actually wanted. I was e-mailed a FedEx return label and expected to track the package to the FedEx office for return. I received no additional credit for my trouble or the obvious error on their part. Unacceptable.
I was a Sam's Club member for one year and midway through that year realized it was nothing more than a big scam because some of the Walmart prices were equal to OR less than the Sam's Club prices! That's why I didn't renew my membership. On another note... By Sam's Club trying to show up Costco by accepting different credit cards amounts to a small flatulent (FART... for you Walmart patrons) attempting to denigrate an EF10 tornado! Lol. Costco is so much better than Sam's Club it's not even funny. Been a Costco member for 30 years and no... I'm not an employee!
Horrible services ever! I ordered my wedding flowers a month prior to my wedding day. I made multiple calls to make sure they will arrive on time, and they told me do not worry. Eventually only partially of the order arrived on time. I found out they don't even have some of those expensive flowers on stock. They only have the basic kinds. They order the rest from 3rd parties, and they are not trustable. Not just the factor they were delivered after my wedding day, and also the quality was horrible. I put out more than 50 calls to ask for refund, and the customs services were worse ever! They kick the ball to each other and each of the supervisor's "words" were inconsistent to each other. One said she does not have the authority to refund me the money but after the 50 calls, one supervisor did eventually partially refund me my money!!! I had my whole wedding ruining and they didn't even want to make any accommodations for my lost!!! HORRIBLE experience!!
Unloading heavy items onto belt - Just because some miss items all the customers and cashier SUFFER. I WILL NOT BE RENEWING MEMBERSHIP. GFS, Gordon Food Service just as good. NO membership needed.
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