Sam's Club Customer Service Issues

I am attempting to buy an XL twin size Oakbridge II Luxury Firm mattress from your Sam's Club store in Northlake, Illinois. The XL size is displayed in the store, and despite it not being stocked, the mattress's advertisement indicates all sizes can be ordered, including the XL twin, for in-club pick up. However, when we tried to special order the XL twin Oakbridge II Luxury Firm mattress at the members service desk as directed by the floor model, the employees seemed unwilling to assist and directed us to the internet. We have been unable to locate the necessary mattress online. We need help purchasing the XL twin Oakbridge II Luxury mattress we viewed in your store. The customer service at your Northlake store appears unhelpful towards customers.

I would like to share a positive experience I had with a customer service representative at Sam's Club Mastercard today. I contacted them to request a credit increase due to losing all my food during Hurricane Florence. Andrew Sanchez from St. Louis, MO, showed great understanding and empathy. After speaking with his manager, he offered me a Sam's eCard to help with my situation. Andrew's caring nature and genuine desire to assist me in feeding my kids touched me deeply. It's rare to encounter such kindness and support. I am grateful for Andrew's help and hope this message reaches him and his manager to acknowledge his exceptional service.

I am Jade Tran, and my brother's name is My Tran, both of us have one membership card. Today, on 10/10/18, I stopped by to order something totaling over $73.00. The cashier informed me that my membership card had $70.00 in rewards, which I wanted to use. I agreed to use the rewards and paid the remaining $3.00. However, a staff member asked me to follow him to customer service, where he checked my receipt against my membership card. I believe both cards should be able to use the rewards. Another staff member made me feel uncomfortable by behaving inappropriately, causing other customers to notice. Despite two managers apologizing and giving me a $20.00 discount, I left the store feeling upset. I hope the company prioritizes good customer service and avoids mistreating customers. Thank you.

I need assistance resolving an issue with a fishing rod and reel I won at auction which arrived broken. When attempting to return it, I received a message stating it can't be returned. I have a photo of the damaged item but unsure of the next steps to take. I reached out to the provided [redacted] number, but haven't had any luck getting through. Any guidance on how to proceed would be greatly appreciated. Thank you. Item: PENN BATTLE II Item #: [redacted].

I have been a member for almost 20 years. Recently, I went to the St. Petersburg Sam's Club to have the tires I bought 1.5 years ago rotated. I was surprised when they asked for the receipt, something that never happened before. After going back and forth to provide the necessary information, they found the tire purchase but couldn't confirm if they were the correct ones. When I mentioned tires for my other car, the process repeated, and the issue remained unresolved. Despite my insistence, the staff seemed uninterested and suggested an alignment instead, even though it had been recently done. This experience was frustrating, especially the inconvenience of proving my purchase. I am perplexed by this new policy and the poor treatment from your associates. A clarification on the policy change and staff behavior would be appreciated. Thank you.

I am extremely disappointed with the poor customer service I received during my recent visit to buy a gas card at the store. On October 13th, I patiently waited in line while noticing the cashier's sour expression. She barely acknowledged me, but when a white couple approached, her attitude completely changed. This shift in behavior was striking, prompting me to raise the issue with a team lead named Helena. I expressed concerns about the cashier's potential racism and Helena was apologetic. She provided me with Walmart's corporate number, which I plan to contact soon. The way I was treated will influence whether I continue shopping at this location. As a long-standing member, I expect to be treated respectfully and will consider switching to Costco if the service does not improve. Thank you. - Patricia C.

I recently visited the Sam's Club location at [redacted] N. Mesa. Unfortunately, they were out of stock on Coca-Colas. I inquired with an associate who mentioned they would be restocked by tomorrow. However, I noticed there were cokes behind the rack. I decided to speak with a manager who kindly promised to assist me. After waiting for 30 minutes without any progress, I approached the manager again. She claimed they were working on it, which seemed untrue as I had just seen the same associate struggling with the cokes. Only when he mentioned customers waiting did he receive help to restock. When I pointed this out to the manager, she had no response. This experience left me questioning the service and management at Sam's.Customer service should always be a top priority.

Last week, I spent three days trying to schedule an appointment with the Sams Club in Rocky Mount, NC to have the tires I purchased from them rotated. Despite finally securing a 2:00 appointment today and arriving on time, my vehicle had not been serviced by 3:45. Two technicians were present, with only my vehicle waiting. By 4:10, one technician started on a new arrival and the other was attending the front counter. After requesting to see the store manager and waiting 15 minutes with no response, I left in frustration without the service completed. I live an hour away and had driven specifically for this service. Consequently, I will now have to go to another town to have Firestone carry out the rotation, incurring an additional fee for balancing. The service today was highly unprofessional, showing a lack of consideration for my time and needs from both the store manager and technicians. I believe reimbursement for the balancing cost is warranted and that the manager should undergo customer service training. The tire and battery department requires more staff, notably a full-time counter person. Thank you. - Sherrie L. Cunningham

I purchased a car battery at store #[redacted] located at [redacted] Grant in Thornton, Colorado. While I was waiting for installation, the staff refused to touch my car due to a missing tie-down strap. Despite explaining that they were the last ones to replace the battery, the unhelpful manager that was called seemed disheveled and unprofessional. He bluntly stated they wouldn't touch the car without the tie-down strap. Frustrated, I requested they install the battery, but the manager accused me of being belligerent and ordered me out of the store, threatening to call the police. I asked for a refund, but he insisted I leave the premises. Eventually, I managed to convince an employee to install the battery so I could return home. I now have the core to return, but I am not permitted on Sam's Club property. As a 75-year-old, I find this treatment unacceptable. I hope to receive a prompt response regarding this matter.

I am Devinn B. and I have worked overnight at Sam’s Club in Florence, SC, location [redacted], for over a year. Initially promoted to team lead by Club Manager Freddie C., I found myself filling in for roles due to staff shortages. Night Manager Eric C. was hired, enhancing the team. However, management changes arose. Despite gaining experience, sudden demotion from team lead left me disheartened. Freddie C. informed me without solid reasoning, leading to confusion. Without proper communication, the process seemed unfair. The subsequent replacement for my position lasted briefly, accentuating my dedication. The lack of clarity and formal discussion regarding the demotion left me questioning the legality of the situation. Despite my commitment and work ethic, the abrupt change in leadership created uncertainty and dissatisfaction.

I am Anna G., customer # [redacted]0 [redacted]48. I placed an order today for 2 king-size mattresses and 2 box springs with item number #[redacted]. Originally, I intended to order item #[redacted], but it changed to #[redacted] right after I confirmed the order. I immediately contacted customer service to confirm that I was still receiving the correct product. The supervisor explained that the change was due to choosing a King size, ensuring it was the same item. However, the reviews for item #[redacted] differ from the highly rated item #[redacted]. I kindly request verification that my order is for item #[redacted] to maintain the quality and the mattress I initially selected. Thank you for your prompt assistance.

I recently shopped at Sam’s in Alexandria, Louisiana, enjoying the convenience of self-checkout until today. Unfortunately, I had to transfer my items from one buggy to another and then to my car, which defeats the purpose of self-checkout. Additionally, I encountered a panhandler in the parking lot and had to maneuver around abandoned buggies. During each visit, I feel like a suspected thief despite being a paying customer. The experience of having to switch buggies at self-checkout and being scrutinized while leaving the store is disheartening. Despite raising the issue with the store manager, I was met with denial that it was related to theft prevention. This treatment is concerning, especially when comparing it to the service offered by competitors like Costco and Amazon. It's important to remember that the majority of customers, like myself, have no intention of stealing and deserve better treatment. It's worth considering who ultimately supports the business through their purchases.

I contacted my local Sam's Club, but they were unable to place my tire order. I then tried online, but the app wasn't working. When I called online support, the lady had trouble with the system and said she'd report it to IT. She couldn't help further or escalate the issue. I wanted to order tires to get free installation during the one-day sale, but due to site problems, I couldn't. After three attempts and 1.5 hours on the phone, spending 40 minutes on hold, I'm now emailing with no resolution. I feel frustrated paying for a membership with such poor customer service.

I have been a loyal Sams Club member for over six years, but recent events have left me questioning my decision to continue my membership. Today, November 10, [redacted], I tried to purchase the Hangout Pod Kids Hanging Tent during the One Day Sale, but encountered numerous difficulties on the website. Despite my efforts to contact customer service, I was unable to secure the item before it sold out. After discovering that my local clubs were also out of stock, I contacted the Newington CT Sams Club, which had the product available. Unfortunately, I was unable to make it there before closing time. My interactions with customer service, including a conversation with a manager named Eric from the Rio Rancho center, left me feeling disappointed. Eric displayed a lack of empathy and was unhelpful in finding a solution to my problem. As a paying member of a retail warehouse club, I expect better customer service treatment. I hope to receive a more satisfactory response to this situation. Sincerely, Heidi Sharpe

I tried to purchase the T3 Featherweight 2 Hair Dryer during your Biggest One Day Sale, but both model numbers [redacted] and [redacted] were "out of stock online." I then visited my local Sam’s Club only to find out the item was exclusively available online. This seems to be a common occurrence during sales at Sam’s Club with advertised prices. Could it be that only a limited quantity, such as [redacted] units, was available initially? This has happened to me about four times now during your sales. To better serve your customers, having sufficient stock on hand would be a great solution.

I bought a ZUS backup camera from the Sam's Club in Knoxville, TN on May 5, [redacted]. The camera stopped working within 2 months. ZUS customer support replaced it, but the replacement also stopped working in 3 months. They offered another replacement, not a refund, as I didn't buy it directly from them. I am hesitant to try a third camera due to its unreliability and would appreciate advice on what to do next. I have all necessary documentation. Sam's Club should be made aware of these product issues. Thank you, Kathy F. [redacted]

I went to a store that advertised a sale on gift cards, $30 for $21, but they refused to honor it. Fortunately, the Fort Myers location did honor the deal. The customer service at the Port Charlotte store was disappointing. When I inquired about the sign, the staff member refused to discuss it. Additionally, they had already run out of movie cards despite me being among the first 50 customers. I later bought gift cards at regular price from a different store. It was misleading to display signs advertising sale prices if there was no intention to honor them. It was also frustrating that only items in the brochure picture were eligible for the discount. I will share my negative experience with my friends and anyone who asks about the company. It's concerning that my daughter had no issue purchasing the discounted cards, whereas I encountered such poor customer service. - Dinna S.

I placed an order for a Members Mark Wood Fired Oven and Cart - Red in August. Despite receiving an email stating the package was delivered, my calls to follow up have not been fruitful. After reaching out multiple times a week for 7 weeks, the only information I received was a promise of a callback for the delivery date, which never happened. It has now been over 3 months, and there have been no updates or calls returned. In my recent call, I was informed that my package had been transferred from Cooper Carriers in Redding, CA to Valley Re-Location in West Sacramento, further away from my delivery address. This is frustrating as I was initially assured that the delivery location wouldn't be an issue. Please reach out to me at [redacted] or [redacted] Thank you.

Dear Corporate Management, I am writing to bring to your attention an incident that occurred at the Sam's on Sunrise Blvd. near Sawgrass Mills over a week ago. I ordered a frank and soda at the concession area and experienced unsettling behavior from the staff. Despite requesting a specific frank, I was given a different one due to concerns about my health. After consuming the frank, I suffered from stomach pains, gas, loss of appetite, and an overall sick feeling. Upon further observation, I noticed that the frank container had been switched after I had placed my order. I am reaching out to report this matter formally and seek your urgent attention to address this issue. I look forward to your prompt response and resolution to this situation. Sincerely, Joseph Critelli

For immediate attention at the CEO level: I visited Sam's on Sunrise Blvd. near Sawgrass Mills over a week ago. I ordered a hot dog and soda at the concession area. There were two Black women and one lighter-skinned mature woman working. One of the Black women recognized me and fetched me a hot dog as per my preference. However, the lighter-skinned woman insisted I receive a hot dog from a different container, mentioning she didn't want me to get sick. After consuming the hot dog, I noticed an excessive salty taste and experienced stomach pains, gas, loss of appetite, and overall discomfort. Upon returning home, I found that they had covered the original hot dog container and were now using the one I originally requested. Given my deteriorating health, I felt it necessary to inform corporate about my experience and file a formal complaint. This is for your immediate attention and I eagerly await a prompt response. Thank you. Joseph Critelli