Sam's Club Customer Service Issues

I placed an order for a TV on Saturday but decided to cancel it on the same day. The store instructed me to contact them via phone or chat. After speaking to a chat agent three times from Saturday to today, Monday, they consistently informed me that I could only cancel after receiving the shipping notification by email. Despite finding this policy illogical, all the chat agents reiterated the same information. Upon finally receiving the shipping notification tonight, the chat agent suddenly claimed it was too late to cancel. I have faced being abruptly disconnected and ignored throughout this frustrating customer service ordeal. As long-time members, this experience has left me extremely dissatisfied with the inadequate knowledge and training of your customer service representatives. I am now uncertain about making any future online orders.

I placed an order and received an electronic tracking invoice with the incorrect shipping address. Despite calling within an hour to have it fixed, I was dismissed. The following day, a customer service representative acknowledged our initial call within the correct timeframe and submitted a request to change the shipping address, along with an incident report. However, I have just been informed that the item is still being shipped to the wrong address. This laptop is a birthday present for my daughter, who is battling cystic fibrosis and had lung surgery today. Due to her health, she now depends on this laptop for her Florida Virtual School education. Even after providing the correct address and following up, there have been no changes made to the shipping details. Now, we are being asked to contact the shipper, even though we are unsure who is handling the delivery besides SAM'S.

I visited Sams Club to shop for our church's Harvest Dinner fundraiser. I had a tax-exempt letter but was informed I needed a tax-exempt card to avoid taxes. The church treasurer provided me with a card, and after using it successfully, I was reimbursed for previous taxes. However, on my recent visit, the cashier said my card was not tax-exempt, despite my explanations and evidence. The service desk refused to refund my money, stating I should never have been refunded before. The supervisor's response was disrespectful, even questioning my faith. While the amount is small, every contribution matters to our church. I am deeply disappointed by this experience, considering the support our church provides to the store. I am considering using my Costco membership despite the inconvenience, as I am disheartened by the treatment I received at Sams Club. Janet S. St. Joseph, MO.

Earlier today, I experienced an incident at Sam's Club in Watauga, TX. Upon exiting, a staff member checking receipts claimed my receipt did not match the items in my cart. Another employee was called over to inspect my receipt and began examining my purchases. They singled out a pack of pork chops as missing from the receipt, leading to a thorough search of my cart. Despite my suggestion to simply rescan all the items for efficiency, they continued scrutinizing my shopping publicly, causing embarrassment in front of my grandchildren and other shoppers. Even after involving a manager, they persisted in checking the items instead of rerunning the transaction. Eventually, they discovered an unscanned bottle of apple juice. The treatment I received felt like a failure in customer service, bordering on discrimination and racial profiling. My son-in-law observed that I was the only one being stopped while others passed through unchecked. Spending over $[redacted] on groceries should not invite such scrutiny, especially when falsely accused of not paying for a legitimate purchase like the pork chops. This experience has left me questioning the value of my membership at Sam's Club.

My husband received a $[redacted] gift card from merchandise he had purchased earlier but unfortunately lost it when his wallet went missing on Sunday, November 11. The receipt that came with the gift card was also lost with the wallet. We tried contacting Sam's Club three times over the phone and even sent them an email, but were informed that we couldn't be reimbursed for the lost gift card. This has been a significant disappointment for us, especially during the holiday season, as we have 8 grandchildren and 1 great grandchild to shop for. It seems logical that a large company like Sam's Club should have a system to track gift card numbers and recipients. Unfortunately, we had to cancel our membership due to this incident, as we cannot afford the renewal fee. We used to frequent the Sam's Club in Kannapolis, NC. Sincerely, R&S Wilhite

I purchased a set of tires during the Nov. 11 sale to save $[redacted]. At checkout, it mentioned payment would be due at pickup. When I visited the store to schedule installation, I was told I had to buy the tires in-store that day to get the sale price. I explained the online purchase process per my email, but they insisted on the in-store purchase. The manager refused to honor the online price despite the conflicting information in the emails. Despite my willingness to pay on the spot, they declined. It's disappointing that a customer-friendly company like Sam’s Club would overlook their commitment to excellent service and low prices. I'm simply asking for the $[redacted].96 sale price as indicated in my email.

Good morning, I am Mercedes Aviles. I purchased four tires from Doral Sam's Club in Miami. Upon returning them to the store, John from the Tire department informed me that the tires were defective and placed an order for replacements, promising they would arrive the next day. However, as of November 18, [redacted], I have not received any updates on my order. Despite numerous attempts to follow up since the purchase on October 19, [redacted], there has been no communication or consideration for a loyal customer like myself. This situation is causing inconvenience and safety concerns as I am unable to travel for my son's football games. I urgently need this matter resolved to avoid any potential accidents or legal actions. Please provide me with a prompt response. Thank you.

I placed an online grocery order for same-day pickup, but encountered an issue with the available pickup dates not including the current day (11/18/18). Despite ordering before 3:00pm, my order was scheduled for the next day (11/19/18) pick up. After a frustrating 15-minute hold to reach the online pickup team, I was informed that my order couldn't be ready the same day due to staffing limitations and existing orders. This experience left me disappointed and dissatisfied. Sam's Club at Wichita, Store No. [redacted] on [redacted] W Kellogg Dr Ste A, should consider having adequate staffing to manage the service demand effectively. - Deb

Good afternoon, I am writing to express my complaints regarding the new rule concerning entering and exiting certain doors. This rule seems unreasonable, especially for handicapped customers who have to walk all the way to the other side of the building to enter. It is frustrating to have to go to the opposite side of the entrance when trying to access the pharmacy. Restricting which entrance customers can use, especially with staff checking receipts at both exits, creates unnecessary inconveniences. Additionally, limiting the number of employees available for checkout, despite having multiple lanes for self-checkout, is also inconvenient for customers, many of whom purchase items in bulk.

Last November, I bought two Hoover Gooseneck outdoor lights for my garage. I waited until a dry day in January to have them installed by an electrician. In August, one of the lights stopped working, and the electrician determined the board was fried. I returned the light to Sam's Club for a refund but was told it was too late. I then bought a matching light from eBay. Unfortunately, the second light failed about a month later, and now the third light has also stopped working. It appears that the lights are not properly sealed, allowing water to enter. I've tried contacting Hoover Lighting twice, but I haven't received any response. As a single retired woman, I rely on these lights for my safety. I just want two functioning lights. Any assistance would be greatly appreciated. Thank you, Diana G. Email: [redacted]

My order, which I needed by a specific date, was canceled without any notification. I discovered the cancellation the day after it was due to arrive. The chat representative who was supposed to help me reorder the item and provide a discount did so but with a rude attitude. My new order was also canceled for the same reason. In order to receive a $10 discount, I was asked to delete my payment information, input it again, reorder the item for a third time, and hope for no further cancellations. Once I receive the item, I have to return to the chat for the discount. This entire process is frustrating and almost comical. It makes me consider switching back to Costco where I never encountered such issues. I am disappointed with the experience at Sam's Club.

I bought two items on November 10th, and got one quickly. The second one was supposed to arrive from AIT between November 13th and 15th. I didn't receive any notice, so after contacting Sam's Club, I found out it just arrived on November 16th. They scheduled delivery for November 20th between 11 am and 3 pm. I had to pay for two services because of the delay. Today, I arranged my day to be home for the delivery but got a call at 3:28 pm saying the truck broke down and they can only deliver on Friday. Very disappointed with the delivery service! Please check the tracking log.

I have a Sam’s Plus card and get all my prescriptions filled at the pharmacy. In July, I discovered that my insurance wasn't billed for some prescriptions. I was told a refund was requested, but it hasn't arrived, despite being promised within 3 to 6 weeks. Today is November 20th, and neither the pharmacy nor I have received a response. This is unacceptable. My question reference number is [redacted]0. I'm requesting a prompt resolution and a full refund of the overcharged amount. This issue has been ongoing for at least 4 years. I have also contacted my prescription insurance company, Humana, who confirmed there is no time limit for filing claims.

I ordered a freezer and haven't received it yet. As a Plus member with free shipping, I was surprised that the item would not be brought inside, especially with no prior warning. There was no notification during the checkout process that the freezer wouldn't be delivered inside. If this had been mentioned earlier, I could have made an informed decision about ordering it. I believe Sam's Club should arrange for the shipping company to bring the item indoors to my basement, even if it's left unboxed. It would be difficult to determine if the freezer is damaged while still boxed up. I understand the terms mention the item may be left in the first dry place, but it's challenging to assess its condition while still packaged. For these reasons, I request that the item be brought inside to avoid any potential damage that I can't verify if it remains boxed up.

Subject: Disappointed with Customer Service at Sam's Club To the Customer Service Team, I have had multiple disappointing experiences at the Sam's Club situated at [redacted] E. Colonial Drive, Orlando, FL [redacted]. During my visits, I have encountered subpar customer service, including mishandling of merchandise, inappropriate language from staff, and unprofessional behavior. As a business professional holding degrees in psychology and business management, I must stress that your operations management and staff behavior require immediate attention. It is disheartening to observe such inefficiencies from a customer perspective and as someone who understands the importance of maintaining a positive customer environment. I feel compelled to share my dissatisfaction with the hope that improvements will be made. Despite any competitive pricing or services offered, the overall shopping experience at your store has been unsatisfactory. I will be exploring other shopping options moving forward. Thank you for your attention to this matter. Best regards, G. J.

I have been meaning to share my experience with Duracell batteries from Sam's Club. As a loyal consumer of Eveready Energizer batteries for over thirty years, I had little issues with corrosion in my professional equipment until the switch to Duracell at Sam's Club. I have noticed a significant increase in battery leakage with over 45% of the Duracell batteries purchased from specific Sam's Club locations in Virginia and North Carolina. Despite being stored properly and within the expiration date, these batteries leak, causing corrosion and disrupting the performance of my equipment. If this issue persists, I may have to seek an alternative supplier to avoid further damage. I hope this concern can be addressed promptly to maintain my trust in the brand. Thank you for your attention to this matter. Best, Jim C. [redacted] [redacted]

I waited in line for over two hours to purchase a ticket to return on another day for an iPhone XR with a $[redacted] Sam's Club gift card. On the last day of the offer, I hoped to get a different color other than black, but that wasn't possible. While I was there, another individual came in and received the same phone with the gift card without waiting in line for the special pre-Black Friday deal like I did. To make matters worse, I had to then wait for over three hours on the second visit because the sales clerk was inexperienced and needed assistance with handling the phone transactions. The entire process was very frustrating, and I would not suggest it to anyone in the future.

I waited for over two hours at the pre-Black Friday event at Sams Club to grab an iPhone XR case. Unfortunately, by the time I reached the front of the line, only the black color was left, so I settled for it. I planned to return in a few days to check for different colors, but even during my scheduled appointment, I had to wait an additional hour before getting assistance. The person attending to me then took over three hours to process my purchase and set up the phone. My frustration increased when another customer arrived, unaware of the special offer, and still received the $[redacted] gift card deal despite not waiting in line previously. This experience, combined with the delays and complications, has left me dissatisfied with Sams Club's phone service and I would not recommend it to others.

I ordered a 2-tier cake named "Butterfly Delight" from Sam's Club and paid in advance, a new practice for me. When I arrived the next day just before 2:00 to pick it up, I was disappointed. The cake looked plain, lacked the promised butterflies, and did not fit my butterfly-themed baby shower. The staff had no explanation and couldn't fix it as the decorator had left. Asking for a manager, a rude and dismissive man arrived promptly. I explained the issue and my expectation for butterflies, but he rudely stated he couldn't do anything without the butterflies. Having extensive retail experience, I found his attitude unhelpful and frustrating. His handling of the situation was disappointing and unsatisfactory.

I recently received an email from our store informing me that the Peanut M&M’s received in September have an expiration date of 07/[redacted]. They're asking customers to check the "Best Before" dates while picking up items. I understand the importance of selling fresher products and would appreciate it if expired candy is not included in my orders. It can be a hassle to search through buried items, especially when ordering multiple things at once. It would be great if the products were properly checked for expiration dates before being sold. Thank you for your attention to this matter.