Sam's Club Customer Service Issues

Archive 4

The following are issues that customers reported to GetHuman about Sam's Club customer service, archive #4. It includes a selection of 20 issue(s) reported December 1, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently received an email offering 50 free prints upon signing up for a photo account. I tried to redeem the offer across different browsers, on my phone, and through the app, but couldn't see the credit anywhere. After consulting the help site and using the app to place the order, I realized the process didn't match the instructions provided. Upon going to the club to collect the prints, I discovered that the credit was not applied. The staff on site were unable to assist, suggesting I return when the photo team member was available. After a second trip to the club and a discussion with the photo team member, I was informed that the offer required ordering 51 prints, contrary to what was stated in the email. The only solution offered was to reorder and make yet another trip to collect them. I believe the lack of accurate information and competence among the staff warrants some form of compensation for the inconvenience and time wasted.
Reported by GetHuman-kirwills on Saturday, December 1, 2018 5:48 PM
Subject: Issue with Online Order at Sams Club Dear Sams, I am writing to express my extreme dissatisfaction with the recent online purchase experience I had with Sams Club. On November 11, [redacted], I made an order for a 70” VIZIO class D TV during a sale. Payment was promptly deducted from my debit card and Sams Club credit card. I received confirmation emails that the TV was on its way. However, when the TV arrived on November 16, [redacted], it was not the VIZIO TV I ordered but instead a Sharp 65” TV. After a long and frustrating process of contacting various departments at Sams Club, I was informed that I could keep the TV sent to me, receive a discounted price, or opt for a refund. Despite my repeated requests for the correct TV I purchased, the issue was not resolved promptly. I was even asked to return the wrong TV before receiving a refund, causing further delays. The lack of customer service, misinformation, and inconvenience caused by this error has left me without a TV and awaiting a refund for weeks. I am deeply disappointed in how this matter was handled and I hope Sams Club will address this situation promptly. Thank you, John and Patricia Mills
Reported by GetHuman-jackflas on Sunday, December 2, 2018 6:00 PM
To the Customer Service Department, My husband and I visited the Sam's Club on University Drive in Huntsville, Alabama on Saturday, 12/1/18, and completed our transaction at 5:36 p.m. Unfortunately, we encountered a concerning situation during our checkout process. The roller where customers typically place their items was wet, and we were hesitant to use it. Upon informing an employee, we were met with a dismissive and rude response. Despite our requests, the employee persisted in placing our purchases on the wet belt. Following the incident, my husband sought out the store manager to address our dissatisfaction. However, the manager's response was disappointing, as she seemed unapologetic and attempted to justify the employee's behavior. This interaction left us feeling disrespected and unheard, leading us to reconsider our loyalty to Sam's Club. As long-standing members, we have always valued the service provided by Sam's Club. However, this recent experience has left a negative impression on us. It is disheartening to see such a lack of respect and accountability from the store's management team. We hope that this feedback will be taken seriously, and necessary actions will be implemented to ensure better customer service standards in the future. Sincerely, Karen and Cal Northrup
Reported by GetHuman-knorthru on Monday, December 3, 2018 4:32 PM
I am reaching out regarding an order issue I am experiencing. My husband made a purchase of 3 gift cards on November 10th, and our credit card has already been charged for them. As of December 3rd, we have yet to receive the items. I have made 7 unsuccessful attempts to resolve this by contacting your customer service team. The order number is [redacted]. Despite receiving emails with a tracking number that appears to be invalid, and messages stating that my order has been completed along with instructions on card activation, the problem remains unresolved. Promises of a return call have not been fulfilled, and I am growing increasingly frustrated with the lack of assistance. Being a loyal member for 27 years, I believe I deserve better service, especially during the holiday season. Please respond promptly. I've attempted to update the delivery address in anticipation of finally receiving the gift cards. Thank you.
Reported by GetHuman-texgunk on Monday, December 3, 2018 8:27 PM
I purchased and paid for 4 Michelin tires last Saturday (11/24). Unfortunately, they were out of stock and supposed to be shipped from another location on the island. It has been over a week now, and I was told they would contact me within a week once the tires arrived at the store so I could schedule a tire change appointment. I have been trying to reach an associate for 2 days with no success. Despite waiting on hold for more than 15 minutes, no one picks up the phone. Eventually, the call gets transferred to customer service, which has not been helpful at all. I urgently need to change my tires as there is a nail in my spare. If I had known about the lack of customer service beforehand, I would have gone elsewhere. I am eager to know the status of my tires and set up an appointment for the tire change.
Reported by GetHuman-mypakala on Tuesday, December 4, 2018 2:25 AM
My name is Victoria Solis, and I reached out to Sam's Club Customer Service by phone on 11/26/[redacted] about an issue at my local club. I received reference number [redacted]11 and was informed I'd be contacted via email within two business days. It's now been eight business days, and I've not received any communication. Today, when I called to inquire about the delay, the customer service representative I spoke with was unhelpful and abruptly ended the call while I was explaining my situation. This lack of response and dismissive attitude is frustrating, considering the loyalty and money my husband and I invest in Sam's Club. We simply seek timely and respectful assistance. Thank you for addressing this matter promptly.
Reported by GetHuman1704322 on Thursday, December 6, 2018 7:02 PM
Dear Customer Service, I am reaching out concerning the auction item Barrington Executive Leather Inspired by Bassett, Order # [redacted]. Although the item arrived promptly, I discovered a visible dent on the front top portion of the headrest area after assembling it for 2 hours. This damage appears to be from shipping. We have waited a week, hoping the dent would resolve on its own, but unfortunately, it has not. We are fond of the chair and would appreciate a replacement. However, it may be challenging for us to disassemble and return the defective chair. Could you please consider sending a replacement or just the damaged part? We would like to explore our options. Thank you for your assistance. Also, I have a photo of the damaged chair to share, but I couldn't find a way to attach it. Regards, Ted Lu
Reported by GetHuman-tedclu on Friday, December 7, 2018 12:27 AM
I made a purchase for a Little Giant ladder system during a one-day sale over two weeks ago. Unfortunately, the ladder arrived damaged. I am looking to exchange it for a new one instead of receiving a refund. Despite sending multiple emails, I have received responses from different individuals asking for various pieces of information. I have reached out about 8 times but have not made progress. I would like clarification on your policy as I believe the item is currently out of stock. What should be my next steps? Can an order be placed for when it is back in stock? Should I return the damaged ladder now or later? Will there be a notification when the new ones are available? Can I pre-order a new one for when they are in stock? Am I required to cover the shipping costs for returning the item, and where should I send it? I have several inquiries. Please contact me at my cell phone [redacted]. My name is Thomas. Thank you kindly.
Reported by GetHuman-tkluz on Friday, December 7, 2018 12:00 PM
Issue with Sam's Club Cyber Monday TV Order I have an issue with a recent order I placed on Sam's Club website during Cyber Monday. I purchased a Samsung Series 7 TV at a discounted price with a Cyber Monday deal and a $10 gift card. However, upon delivery, I discovered that the wrong TV model was sent. When I contacted Sam's Club returns, they assured me that the incorrect TV would be picked up and the correct one would be delivered. They provided me with case number [redacted]. However, after their working hours, I received an email stating that Fed Ex would pick up the TV on a specific date, and failure to do so within three attempts would require me to drop it off myself. The email also mentioned a refund to my credit card once the TV reached their returns department. This experience has left me feeling frustrated as the process has not aligned with what was initially promised in terms of honoring the sale prices and resolving the issue.
Reported by GetHuman1713400 on Friday, December 7, 2018 9:46 PM
I raised an issue regarding an incorrectly shipped order in this chat room. Despite explaining the situation, there wasn't enough space to detail what Sam's Club informed us about the return process for the TV. They indicated that someone would call back, but it has been over 15 minutes without a response. The TV returns department at Sam's Club stated they would not honor the original price or Cyber Monday offer, even though the mistake was on their end. After contacting membership services, we were told that their supervisor also would not maintain the original price or discounts. They advised placing a new order at the current, higher rates. Attempts to contact CEO John Furner's office at Sam's Club directed me to Bob Alderman, a marketing manager, but there has been no response yet. Despite reaching out to John Furner and the board of directors, Sam's Club has declined to provide contact information. As a result, we have sought assistance from the California Consumer Affairs Department and the US Consumer Affairs Department due to deceptive practices in this interstate transaction. Our main request is to receive the product we paid for at the advertised price. However, Sam's Club has been uncooperative in resolving this issue. Our order number is [redacted], and the return case number is [redacted].
Reported by GetHuman1713400 on Friday, December 7, 2018 10:17 PM
I have a business membership and recently shopped at Sam's Club in both November in Denver and December in California. On both occasions, several items did not ring up correctly, causing me to overpay by $3-$5 per item. I have had to return to the store multiple times for refunds, facing long wait times each visit. However, on my recent visit, I was informed that my business account can only be used for "business" purchases, which took me by surprise as this was not communicated when I signed up. I am concerned about the lack of attention to these errors at checkout, which is likely resulting in customers being overcharged regularly. Sam's Club needs to address this issue promptly, or I will consider escalating this matter to the media for transparency and resolution.
Reported by GetHuman-ebtravel on Saturday, December 8, 2018 5:46 AM
Subject: Concern Regarding Christmas Wrapping Paper Selection Dear Senior Executive of Customer Service, Thank you for your attention to my recent experience. My wife and I, active members of a Methodist Church, were disappointed by the lack of Christmas wrapping paper with Christian themes available in your stores. We sought paper with symbols like nativity scenes to reflect the true meaning of the holiday. Despite searching multiple locations, we only found secular options. It is concerning that religious aspects of holidays seem to be disappearing from commercial products. Our community shares this sentiment, prompting me to reach out to you for an explanation or solution. While we resorted to purchasing what we needed from Amazon, we prefer supporting local businesses that align with our values. I have shared this issue within our church and on social media, generating interest for further investigation. Moving forward, I aim to be more selective in supporting businesses that embrace the essence of holidays. I am open to suggestions and hope we can discuss this matter further. Thank you for your attention to this matter. For any correspondence, please reach me at [redacted] or [redacted]. Best regards, Bob D. from Yorktown, Virginia
Reported by GetHuman-doddr on Monday, December 10, 2018 4:58 AM
On November 21, [redacted], we ordered a $[redacted] mattress set to be delivered between December 4 and December 7, [redacted]. We received a confirmation call for delivery on Friday, December 7, but were later informed on the evening of December 6 that it would not arrive until Saturday, December 8, between 9am and 12 noon. Despite waiting all morning, we did not receive our delivery and upon calling at 1pm, we were informed it was not loaded for Saturday delivery with no definite timeframe given. We are disappointed with the service provided by the delivery contractors and expect better from Sam's Club, where we have been loyal members for years. We seek assistance in determining the new delivery date for the mattress we have already paid for.
Reported by GetHuman1727933 on Monday, December 10, 2018 3:17 PM
During a recent visit to the Sam's Club in Egg Harbor Township, New Jersey, I experienced an unfortunate encounter with an employee named Via. While on a call, Via mistakenly interrupted my conversation assuming I was talking to a cashier, leading to a misunderstanding. When I explained I didn't need assistance, the situation escalated as Via became hostile. A manager named Sam intervened, but her threat to involve the police left me feeling uncomfortable. This incident has left a negative impression, and I have decided not to return to this location due to the unprofessional conduct of these employees. Additionally, I've observed mistreatment towards a disabled associate, which is concerning and goes against the principles of equal employment opportunity. I hope for better experiences in the future.
Reported by GetHuman-jasspatt on Tuesday, December 11, 2018 12:33 AM
Subject: Disappointed with Customer Service at Sam’s Club in Addison, IL Dear Customer Service Department at Sam’s Club, I am writing to express my dissatisfaction with the customer service I recently experienced at your Addison, IL location. I had two incidents that left me extremely disappointed: Firstly, I had a flat tire on December 5, [redacted], and when I tried to get it repaired at your store on December 7, I was told to wait 2-3 hours since they were too busy and unable to take my vehicle in. Despite multiple attempts to get assistance, I was unable to have my tire fixed at Sam’s Club and had to go to a local garage to get it repaired for $44. Secondly, in November [redacted], I needed a new car battery and faced similar issues at Sam’s Club where I was given the runaround for three days without any resolution. I ended up buying a battery from Auto Zone and had it replaced promptly. As someone who values customer service, I found these experiences to be extremely frustrating. I urge you to investigate these matters promptly and reimburse the additional expenses I incurred due to the inefficiencies at Sam’s Club. Please reach out to me at your earliest convenience. Thank you, Sid J. Member # [redacted][redacted]
Reported by GetHuman-jhaveris on Tuesday, December 11, 2018 6:57 PM
I am trying to return items purchased using my Sam's Club cash rewards at store #[redacted] on December 12, [redacted], at 8 am. Manager Samantha was unhelpful as the return clerk only offered store credit instead of returning the money to my rewards account, which I requested to cash out later. Despite being a frequent customer spending an average of $3,[redacted] weekly at the store, I was told to return with the receipt to get cash. Additionally, when I returned spoiled avocados from my pickup order, the clerk issued a refund and rudely told me to leave after the transaction. The lack of customer service in both instances was disappointing, considering my regular patronage at the store.
Reported by GetHuman1744202 on Wednesday, December 12, 2018 4:03 PM
I made an online mattress purchase under order #[redacted] scheduled for delivery on December 10th. Unfortunately, the delivery did not happen as Ryder Delivery Service indicated that the mattress they intended to ship was dirty and they declined to load it. Despite my numerous calls to inquire about the situation, I have not received any updates from Sams Club. After contacting Serta as advised, I still haven't resolved the issue after spending a considerable amount of time on the phone with customer service today. The payment was made on November 5th, and I simply want to receive the clean mattress I ordered. This ordeal has been extremely frustrating, and it is the most disappointing experience I have ever encountered with Sam's Club or any other company in terms of order tracking and shipping.
Reported by GetHuman1754401 on Thursday, December 13, 2018 9:47 PM
I visited Clearwater Sams on January 16, [redacted], to get new tires installed. The employees at the front desk were incredibly rude. I had paid for the tires the day before my appointment, but the woman at the front desk claimed they were out of stock, despite the man who scheduled my appointment confirming they had them. She also falsely stated that they hadn't touched my car, even though I saw it had been moved when I arrived. The customer service on that day was truly disappointing. I ended up not getting the tires and received a full refund. As a Plus member, I expect Sam's Club to uphold better customer service standards.
Reported by GetHuman-lgburt on Monday, December 17, 2018 10:25 AM
Dear Sam's Club Representative, I am writing to inform you that I recently placed an order for Member's Mark Full Platinum Sheets for a guest bed, but I received Member's Mark King Ivory Sheets instead. I reached out via email regarding this issue but have not received a response from customer service yet. While I prefer not to go through the hassle of returning the incorrect item, I decided to keep the sheets as a spare set for my king size bed. Upon washing and using them, I noticed that the color and quality are not what I desired for my king size bed. Additionally, the set only came with 2 pillowcases instead of the 4 that are typically included in a king sheet set. This has left me feeling dissatisfied as a customer, especially considering the "satisfaction guaranteed" claim on the package. I am disappointed that there is no customer service phone number provided in any of my email communications with Sam's Club. Please advise on the next steps regarding the return of the sheets and what can be done to rectify this situation. Thank you for your attention to this matter. Best regards, Gail C. Phone: [redacted] Email: [redacted]
Reported by GetHuman-gclap on Monday, December 17, 2018 2:37 PM
On December 1st, I placed an online order with Sam's Club photo department for prints and designer collection framed prints. However, only the prints were delivered to my local Sam's Club last week, missing the framed prints. I reached out to the Customer Service number on 12/13 and spoke with Mikael, who tried to verify the order for the designer frames but couldn't reach the vendor. He provided a reference number: [redacted] 41. I had paid for this order in full and was hoping to have the missing items for Christmas gifts. Order # [redacted] [redacted] [redacted].
Reported by GetHuman-rcgertse on Tuesday, December 18, 2018 4:36 PM

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