Sam's Club Customer Service Issues

This morning's club pick up experience was disappointing. After selecting our items, my wife went to check out while I retrieved our Sam's pickup order. There was confusion as they couldn't locate my order, resulting in a delay. When I finally paid, they tried to charge me more than the online total. My wife and perishable items were left waiting in the car for an extended time. We suggest a gesture of goodwill like a gift card or membership extension. We hope for a prompt resolution to this issue to avoid future dissatisfaction with the club pick up service. - Gerry T. from North Lakeland, FL.

I have been a Sam's Club Business member since [redacted] with account number 6[redacted] 7[redacted]. I regularly purchase tires, batteries, and gasoline using my Sam's card, including recent purchases like a new battery, gas, and tires for my 19 vehicles. I also acquired a card for my wife, Karaly Juhl, with account number [redacted]0 [redacted]02, but her card is not working to charge expenses to our account. I would like her card to be able to make purchases linked to my monthly bill. Please ensure her card is activated for charging. Thank you for your assistance. Don Juhl

I visited the store in search of a product. Despite asking four associates for help, none could locate the item. Eventually, an older lady found that there were 50 units in stock but we still couldn't find it after 30 more minutes of searching. At checkout, I encountered a language barrier with the elder cashier. Member services were also unhelpful, with long waits and no resolution. It was frustrating to spend an hour looking around the store, 20 minutes in line, and another 20 minutes at member services without getting the product I came for. This all occurred at the West Rd and [redacted] Houston, TX location.

I would like to address some managerial issues at my local Sam's Club. Refrigerated and frozen products are often left on pallets for hours instead of being stored properly. I have raised this concern with both customer service representatives and the manager, but no action has been taken. As a result, I had to discard over $[redacted] worth of products that either expired prematurely or were spoiled when I brought them home. Additionally, a recent incident involving an employee having a breakdown and mishandling bakery products was concerning. When I tried to speak to a manager, the associate I approached seemed uninterested and handled the situation unprofessionally. When I called customer service about bad-smelling salmon purchased the day before, I was met with dismissive responses. I feel frustrated by the lack of accountability and would like to see improvements in the store's management and service.

While shopping at Sam's Club in Paducah, KY on Sunday, my husband and I encountered an issue with a promotion regarding the Members Mark paper products. I have attached a photo of the sign above the products, which was difficult to read due to its height. We asked a staff member about the $8 discount, assuming we qualified with our purchase of 4 Members Mark items. Unfortunately, we were unaware of a book containing exclusions until after we checked out and noticed the discount was missing from our bill. The sign was misleading and the book was not easily accessible to customers. Despite the confusion, the staff acknowledged the problem but couldn't assist further. As a member since [redacted], I believe Sam's Club should reimburse me the $8 as a gesture of goodwill. Thank you.

During our visit to Sam's Club in Paducah, Kentucky on Sunday, my husband and I noticed an unclear sign above the Members Mark paper section. Despite inquiring with a staff member about the $8 discount on Members Mark products, we were unaware of any exclusions as the details were not visible on the sign. After viewing our bill and noticing the missing credit, we discovered the exclusions in a book located at the service desk. The placement of the book was not easily accessible to customers, only obtainable after checkout. The misleading sign led us to purchase four Members Mark products under false pretenses. Even the store employees acknowledged the confusion, though they couldn't assist us. As loyal members since [redacted], I believe Sam's Club should refund me the $8 owed due to this misleading situation.

My husband purchased my wedding ring on 7-29-17, and after the diamond fell out, I was able to exchange it for another set. However, by 11-4-17, the new set began changing colors. The store allowed me to exchange the rings once more. On 7-20-18, I returned to the store due to the wedding set changing colors again to a gold tone. The store manager informed me I needed to use my warranty. Despite having a warranty for the initial ring, contacting Square Trade revealed I had to buy a box from UPS and be without my ring for 4 to 6 weeks. I find it inconvenient to have to pay for a box and wait so long, especially after already investing in a warranty. It seems there may be an issue with the products if I've gone through three rings in just two years. I am unsatisfied with the warranty's assistance and would like a refund for both the ring and the warranty.

I attempted to renew my membership using my [redacted] cash back bonus but was informed that I needed to do it in person at a store. Despite having $[redacted].72 in February and using $[redacted] on 5/4/19, leaving me with $96.72, I was told I had a balance of 0. After trying to renew online and encountering issues adding my credit card information, I reached out for assistance. Unfortunately, the first agent I chatted with on 7/18 couldn't help. The next day, I spoke to another agent who was difficult to understand and, after a 30-minute call, instructed me to renew at a Sam's Club store, still claiming my cash back balance was 0. Due to severe storms in my area delaying my plans, I faced more challenges with the website rejecting my credit card information. After multiple attempts, I contacted Karla via live chat, who provided me with the membership hotline. Eventually, I was able to renew over the phone with assistance from Tony. It's frustrating to be given conflicting information about my cash back balance and feeling rushed to utilize it.

To whom it may concern, My name is Mrs. Scherri Garner. In [redacted], I renewed my membership and purchased a savers card from your company. Unfortunately, I recently discovered that the savers card had expired when I tried to use it while renewing my membership. I was unaware of the expiration date and would not have paid $45 for a gift certificate with a limited validity. I am reaching out for assistance as a military family who recently moved to a new duty station in Hawaii. Despite searching for my membership card, I faced issues at Sam’s Club as they couldn't find my name in their system. Any help regarding this matter would be greatly appreciated. Thank you for your time, Mrs. Scherri Garner

I have received incorrect information about iTunes cards since Memorial Day. I bought a pack of 3 that didn't work. After multiple communications with the supervisor, they advised me to purchase another set and promised to provide instructions to return the faulty ones. Initially, they charged me for 2 sets, then removed one set, but billed me again. I was told to return the defective set to the store with the same incident number, which caused issues and confusion at the store. Eventually, they claimed the set was activated, contradicting their previous statement. Despite being told otherwise, they are now saying iTunes cards cannot be returned. This experience has been frustrating and unacceptable. I followed their instructions, but now I am left with 2 sets of iTunes cards that I never wanted. I appreciate your assistance as promised. Thank you, Belinda Godwin. [redacted]

Order # [redacted] - I received my Samsung appliance bundle but it was left at the door without being brought inside. I was informed that Samsung needs to handle the installation. I cannot find a contact number for installation assistance or to bring the appliances inside. The customer service number (1-[redacted]) at Sams Club has not been helpful. I have been on hold for more than 15 minutes without receiving any useful information. I urgently need an installation appointment as this situation has disrupted my work. I would appreciate assistance in scheduling the installation or arranging a return for these appliances.

Surry County has received five new Sam's Club cards in the mail, intended for employees who no longer work there. I tried calling customer service at [redacted] for over 2 hours yesterday, facing disconnections and messages saying my call couldn't be processed. I called again today but still can't reach a live person. I would like someone to contact me at [redacted] to discuss getting new cards with just "Surry County" on them. Our Finance Director requests cards for membership only, allowing employees to use the County Credit Card (Bank of America) for purchases. Currently, our Sam's Card serves as both our membership and credit card, preventing the use of the Bank of America Card for purchases. Please address this promptly, as departments currently have to shop elsewhere. Thank you!

I recently visited Sams #[redacted] tire department and experienced an issue. I discovered a nail in my tire causing a leak. The manager informed me that the tire could not be repaired and a replacement was necessary. Unfortunately, the tire was not in stock and needed to be ordered. After initiating the process, I was later informed that there were no tires on order and uncertainty on obtaining the replacement. While I understand limited inventory, there should be a protocol in place to address such situations. Regrettably, the tire department was unable to assist me, leaving me with a leaking tire and no solution. I reached out to share my experience and seek a resolution. Sincerely, C. Murphy

On August 3, [redacted], I placed an order for the Brinley Cherry Storage Bedroom Set - King - 4 pc. from Sam's Club. My shipment arrived on August 22, [redacted], but unfortunately, the headboard was damaged. I promptly contacted Sam's customer service, and they assured me that a replacement headboard would be sent from the vendor (Elements International) once the damaged headboard was returned. They provided me with incident number [redacted]53 for reference. It's been a week, and despite numerous calls to Sam's Club, I have yet to receive any updates on the status of the replacement headboard. I'm eager to have this resolved so that I can finally enjoy a fully furnished bedroom again.

I made an online purchase and used my East Texas Professional Credit Union debit card. However, upon pickup, I was informed that the payment did not go through and used my Woodforest Bank debit card to pay. Days later, I noticed that I was charged twice, once on each card, totaling $[redacted].13. Despite disputing it, my claim was rejected. I have evidence to support my case and have been trying to resolve this for a month. The mistake should be evident in the records, especially since I have proof. I am seeking assistance from someone in a higher position to help with this situation. Please advise me on where to send the evidence for review.

I applied at Sam's Club in Temple, TX at the beginning of last month. I had an interview for the Customer Service Associate position on the 12th and was informed that I got the job. They requested me to apply for the Member Frontline role due to the need for more cashiers. I was told to await a call once my background check was completed. Despite following up on the 15th, 16th, 19th, 22nd, 26th, 29th, and the 3rd of this month, I received no concrete update, just that my background check was still pending. Scheduled for another interview today, the 14th, I learned upon arrival that all positions were filled despite being previously informed I had secured the job. I seek accountability for the confusion and the creation of a role since mine was filled, disregarding my assurance of employment after the background check. If unable, I request contact information to escalate the matter to John Furner.

Hello, I am reaching out to express my frustration with the recent changes made at your store. The introduction of automated registers has made shopping a dreadful experience for many, myself included. The long lines and lack of human interaction have caused dissatisfaction among customers and exhausted employees. In contrast, stores like Costco provide a smooth and pleasant shopping atmosphere with ample registers and attentive staff. I urge you to consider the impact of these changes on customer satisfaction and employee morale. It is essential to prioritize the needs and preferences of those who actually shop at your store. Sincerely, Kathy K.

On August 23, [redacted], I bought two-tone 14K gold and silver earrings online for $[redacted].00 plus tax, totaling $[redacted].37. The transaction number is [redacted]7D01QPVE2R on account ending in [redacted]. The billing description is Sams Club.Com [redacted] Bentonville, AR, Corporate Item. The earrings I received were disappointing; they were thin and only 1/2" long instead of the advertised 1". My husband returned them on August 27, [redacted], to the Jackson, TN Sam's Club and received a credit of $[redacted].65, transaction no. [redacted]7H00YFDE2, described as [redacted] Jackson, TN, Merchandise/Consumables. This credit is $43.72 less than what was paid, and I want to know the reason for the shortage. There were no additional charges besides the purchase price and free shipping. The ordered earrings are discontinued, possibly due to their quality. Despite being a long-time Sam's Club member, this incident has left us unsatisfied with customer service. I expect a prompt resolution and refund of the $43.72 shortfall.

My name is Kevin J., residing at [redacted] Carlton Ave Apt 1, Los Gatos, CA. I recently bought a lifetime storage shed from Sam’s Club using a credit card ending in [redacted]. The item I ordered was the Lifetime 8x10 storage shed item # [redacted]. On the website, I specifically chose the shed with the full-length skylight. After unpacking the shed, I noticed it did not have the full-length skylight as advertised. Sending it back would be inconvenient. I am requesting Sam’s Club to either send me the correct roof parts for the skylight or arrange a refund. I have evidence of the shed I ordered and can provide pictures of the delivered shed. Urgently seeking a resolution. Thank you, Kevin J. Let's communicate promptly.

I recently received a delivery from Sam's Club which was left outside and got soaked in the rain. I wish the driver had rung the doorbell to alert me to the delivery instead of leaving it exposed to the weather. Additionally, I participated in a membership upgrade promotion last year, but when I went to pay recently, my card was declined as expired. The only option presented was the plus card, which I no longer wanted. It was frustrating to be directed to customer service to renew my membership as I had to line up twice, once at customer service and again at the checkout. It would have been more convenient if both options were available at the self-checkout to avoid the unnecessary wait in lines.