Sam's Club Customer Service Issues

I have a concern regarding the quality of frozen yogurt at the Sam’s Club in Bluffton, South Carolina. Despite enjoying the taste, I have been disappointed with the insufficient amount of yogurt in the cup on recent visits. The way the staff serve the yogurt has led to the center of the cup being empty, leaving me with only half of what I expect. Although the yogurt is inexpensive, I believe in receiving what I pay for. I have compared this to Costco's fully-filled yogurt cups and feel let down by the discrepancy. I have voiced this issue once, receiving a replacement after some discussion. However, I am considering speaking to the store manager next time and may even escalate it to the CEO with a photo. While I feel somewhat petty, this matter genuinely upsets me as I look forward to this treat. I hope for a resolution that ensures I get the value I deserve from Sam’s Club, possibly by compensating with a couple of yogurts.

In October [redacted], I submitted 13 family videos to the Panama City Sam's Club for conversion from VHS to DVD. Despite waiting months, I was informed by a club manager that contractors mistakenly disposed of my sealed package containing irreplaceable videos. Over the past year, Sam's Club has closed the case without a resolution, ignoring my emails and calls. Their insurance offered a mere $5,[redacted] for the loss, which I find insulting. Emails claiming a settlement have been misleading, as no settlement has been received. I am shocked by the unethical treatment I have received as a long-time customer due to Sam's Club's admitted negligence. I possess various case numbers from our communications, such as [redacted]45, [redacted]28, [redacted]71, [redacted]52, [redacted]43. I urge Sam's Club to address this matter transparently and fairly.

Yesterday, during my visit to Bentonville's Sam's Club, I encountered a frustrating situation regarding the availability of 90% ground beef. When I reached the cooler, there were only three packages left. Despite grabbing the last one, I needed two, prompting me to inquire with the butcher for more. Regrettably, he informed me that they were presently out of stock and advised me to return the following day for restocking. This left me perplexed as to how such a staple item could be unavailable. The overall experience at Sam's Club was unlike any prior visits, prompting me to urge a return to previous methods. It is disheartening when a basic product like meat is not accessible, especially as a paying member. Allowing individual departments more flexibility could prevent such shortages. Though the meat department staff handled the situation professionally and apologetically, my shopping experience was ultimately unsatisfactory.

I bought a recliner from the "last one" section at the store, but it was broken when I got it home. Despite being told I would be contacted by my local club within 24-48 hours, I didn't hear from them. After following up twice, I was informed that no message was ever sent to the club. The customer service representative suggested I call the club myself, which was frustrating considering my initial contact for assistance. I requested to file a complaint against the two previous representatives and expected expedited assistance. The poor customer service experience led me to seek advice on how to proceed with making a formal complaint against member service.

I purchased an HP 933xl color printer ink pack at your store in Latham, NY, yesterday. The product item number is D8J65BN. Prior to buying it, I checked online and the description mentioned it included a pack of 25 5x7 printer paper and envelopes. It also stated that the product was available both online and in-store. However, when I opened the package at home, I found only the ink cartridges without the paper and envelopes that were advertised. There was no mention of a mail-in coupon. I am disappointed as the cartridges are already in my printer and cannot be returned. I believe some compensation is due for this advertising error. Please address this issue promptly. Thank you, Ron W.

I bought hearing aids a couple of years ago and was satisfied with the service, so my spouse and I decided to try the optometrist at Sam’s Club. Despite higher pricing than our usual optometrist, we were informed we could save 20% by upgrading to the “plus” membership. We upgraded and paid for the eye exams. At checkout for the glasses, we were surprised by a $[redacted].78 increase from the initial quote. The seller was unavailable, so we made another trip. The explanation was an error in calculation. We were given the option to decline the glasses, but that seemed impractical as the lenses were already made. Thus, we paid the extra amount plus the upgraded membership fee, which did not reduce the cost as promised. It seems there was a mistake in recalculating the price post-upgrade. Although I am not seeking compensation, I am dissatisfied with how the situation was handled. I had asked about replacing lenses in my old frames, offering to pay the fee, but that option was not viable at Sam’s Club. Overall, I am displeased with paying over $[redacted] more than the original quote.

Hello, I am Johnie Ruggerio, and I recently participated in your auction site. I bid on a video game 2 pack and unfortunately lost the first one but won the second. However, I received an email the next day stating it was out of stock, even though I saw it still being auctioned and in stock on the site. I believe my winning bid of $20 led to the cancellation. After contacting customer service twice, I was assured a response within 48 hours but never received it. The latest representative suggested monitoring the auctions daily for a chance to repurchase the games at the same price. This experience is unacceptable as I rightfully won the auction but am not receiving the items. I am questioning the affiliation of the auctions with SAMS club, as it is disappointing. If this matter is not resolved, I will file a formal complaint and consider canceling my membership. Sincerely, Johnie Ruggerio

I had ordered cupcakes for my daughter's birthday with unicorn decorations to match her theme. However, upon pickup on the day of the party, I received plain pink and purple cupcakes with no decorations. The staff informed me they had run out of decorations and only offered a $5 discount without prior notice. I was given a bag of mermaid rings to decorate the cupcakes myself, and the manager did not address my concerns. This experience was unprofessional and disappointing as I had to settle for something different last minute for the party.

I placed an order on November 9, [redacted], for a 50-inch TV. The item arrived on Friday, November 15, [redacted], unfortunately with a broken screen. After contacting customer service, the TV was picked up by FedEx on Tuesday, November 19, [redacted]. I have yet to receive my refund, and it's frustrating me greatly. The company received the TV back, and the delay in issuing the refund to my card is unacceptable. The original purchase price was $[redacted].00 during a one-day sale, and I am unable to find a replacement at the same price since they are out of stock and won't offer a substitute. Their offer of $65 off on another TV doesn't make up for the inconvenience, especially since I initially had a $50 discount during the sale. This experience has taught me a lesson about online shopping. I just want my money refunded promptly and expect better customer service.

I recently renewed my membership by sending a check to the main office. The check was cashed on Oct 7, [redacted]. Today, when I was shopping at my local Sam's Club, they told me I hadn't renewed my membership and asked me to pay for it again. I explained that my check had already been processed, but they refused to let me purchase my items. They advised me to contact the main office. I'm wondering whether I should continue dealing with this issue or consider switching to Costco for my membership.

My husband and I visited the Sam's Club at the Winston-Salem Hanes Mall Rd location last night. There was only one traditional check-out lane open, while the rest were self-checkout. We didn't pay for a membership to do the check-out work ourselves. If this is your new business model, we will not be renewing our membership. It reflects poorly on your customer service. When I raised my concerns to the staff member, she explained that they were short-staffed due to call-outs. However, this is not an acceptable reason. Proper staffing and enough trained employees should be a priority to keep all check-out lanes running. Interestingly, we had just been to Costco where all lanes were open. This experience might lead us to keep our Costco membership and let go of ours with Sam's Club. The prices aren't significantly different, and now the customer service seems to be lacking.

I was searching for a Legends home arcade and found one advertised for $[redacted].99 at Sam's Club. I'm located in Elizabethtown, NC, and unfortunately, neither Wilmington nor Fayetteville had any in stock. Jacksonville had 4 units available, so I called twice to confirm, then headed there. Two hours later, when I arrived at the Jacksonville store, they informed me they couldn't sell me one until a later sale date, despite it being advertised online. I asked for a rain check or if they could ship one to me, but both requests were denied. I even offered to return on the 14th, willing to pay in advance, but they still refused. I lost nearly $[redacted] in wages for taking time off and spent $60 on fuel for the trip. It's very frustrating and disappointing.

Yesterday, I received an RX Savings card but was unable to get information about prices for my medication despite calling the number provided ([redacted]). I tried three times but was disconnected each time. I did not request the card and am confused as to why it was sent to me without being able to provide the information I needed. - Francine L.

Sam recently switched their store card from Discover to MasterCard. Unfortunately, the credit limit on the new card issued by Synchrony Bank was cut in half. Despite being a loyal member with a Plus (previously Business) membership, Sam encountered difficulties with the changes. When attempting to address a store layout issue with the Corporate office, Sam faced unhelpful responses and difficulty in escalating the complaint to a senior manager. The lack of effective communication and support from Sam's has led to frustration, especially with the unhelpful voicemail system and limited ways to contact the company. The recent challenges with the store reorganization and credit card issues have made Sam contemplate canceling their membership and obtaining a new one without the credit card feature. The overall experience has been very disappointing for Sam, who feels undervalued by Sam's Club.

I purchased two beds, and after the initial verification charge, the payment for the beds did not go through on my credit card. There is no shipping information available. I contacted customer support via chat, and the agent mentioned the order is stuck in the creation phase but then abruptly ended the chat without resolving the issue. Although the bed frame supposedly shipped five days ago, FedEx does not have an estimated delivery date, and Sam's Club claims it should have arrived three days ago on the 6th. I am unsure if the beds were actually ordered, if they will arrive by the promised date of the 11th, or when the frame will be delivered. Thank you.

On November 29, I purchased 2 frozen lobsters at the Wilkes Barre, PA location for $45.98. When my husband came home, he noticed a strong ammonia smell coming from his lobster, and despite my cold preventing me from smelling, he was unable to eat his. Shortly after consuming mine, I became very ill and was sick all evening. After researching, we concluded the lobster was spoiled due to the ammonia smell. Even after reaching out via the Scan & Go app, I did not receive any response. Currently, I have been on hold with customer service for over 23 minutes, which is unacceptable. It seems they may need more staff to handle calls. I am seeking a credit for this unpleasant experience.

I placed an order for a mattress that has yet to be delivered. There seems to be an issue with the phone number I provided, making it difficult to track the shipment online. The scheduled delivery date was last Tuesday, December 3rd, but due to work commitments, I was not home. I contacted the shipper and requested them to leave the mattress on my deck or in front of my garage, providing the correct phone number for the driver to contact me. However, I have not received any updates since then. Given the rural nature of my address, it's possible that there could be a mix-up. I am eager to resolve this matter promptly as I am in need of the mattress. Thank you for your assistance in advance.

I've rescheduled the delivery of my TV three times already. Recently, I agreed for the item to be left at my door in a gated community. However, when I got home, the TV was missing. I tried calling the driver from Pilot Freight Services, but there was no answer or voicemail option. Concerned it had been stolen, I reported it to the police. I hope the driver did not mislead me, leading to a false police report. Frustrated, Len T., husband of Patricia B. L.

I have been waiting on hold for over an hour and have been transferred to three different representatives regarding this issue, incident number [redacted]05. In September, I spoke with representative Frank who promised to honor a $30 refund for renewing my Plus membership at any point. After renewing over the phone and being charged $[redacted], I inquired about the missing $30 only to be told a check would be mailed within 30 days. After the deadline passed, I called again and was informed the case was closed post-renewal, despite being owed a refund. The treatment I received today, including being left on hold for 30 minutes while the last representative sought their manager, was unacceptable. I had to end the call due to my hungry newborn needing attention. This level of service is not in line with what I expect as a member. I will escalate this if not resolved promptly, as I was misled and even disregarded despite fulfilling my end. I am hoping for a resolution that meets the standards I anticipate.

I purchased a TV on Thanksgiving Day and have been tracking the delivery for over a week. I received an email saying it would be delivered on 12/12 between 10 AM and 6 PM. After waiting all day, I was informed after 7 PM it would arrive by noon the next day. I waited on hold for over an hour only to be directed to call Pilot. Upon contacting them, the package could not be located. After sending an email, they found it and now claim it will be delivered the following day, promising to call 30 minutes prior to arriving. I've taken two days off work, only to find out they had the wrong number and never attempted to contact me.