The customer service I had with Sams Club today was deplorable. If Tanya was the first...

GetHuman-rpmost's customer service issue with Sam's Club from February 2019

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The issue in GetHuman-rpmost's own words
The customer service I had with Sams Club today was deplorable. If Tanya was the first representative I spoke with, then she is the customer service rep that began this whole crappy experience. While the other two people I spoke with did what they could to help the situation. The first person I spoke with *****.**I was calling about Order * **********. The order was supposed to be delivered on Wednesday February **, ****. Then the deliver time was updated to Thursday February **, ****. Then on February **, ****, I see that the new deliver time was Friday, February **, ****, and would be delivered by the "end of the day." As of **:** p.m. on Friday, February **, ****, my order has not been delivered. **On Saturday, February **, ****, I went online to see the status of my delivery and it still said February **, ****. When I clicked further on the website, it showed there was not scheduled time for delivery. **I immediately called customer service. I told the first person who I spoke with the situation and she put me on hold to see what was going on. After a few minutes, she get back on the phone and tells me that my item is in Austin, Texas and since FedEx does not delivery on Sundays, my order will not be delivered until Monday, February **, ****.**As I told the first person to I spoke with, this was not acceptable. Austin, Texas is *.* hours away from where my order was to be delivered. While there being plenty of time for my order to get to the delivery destination in Houston, Texas, well before the "end of the day" today, Saturday, February **, ****, the Sams customer service rep, proceeded to inform me that FedEx had to scan in the order and there was nothing she could do. When I ask to speak to someone that could do something I was again told there was nothing she could do. I told her that I don't even tell my children never to say there is nothing you can do. You always try to find a solution. After asking multiple times what she can do or can I speak to someone else, she continued to tell me no, there is nothing she could do. Discussed by this persons attitude, I told her that I am leaving Sams. **No even more disappointed and upset with Sams, I decided to call back. I have had plenty of excellent experiences at Sams while being a business plus member, that I could not let this one incident lead me to leave Sams as a customer. So I called back. The first person I spoke to on this phone call, was very polite, respectful, and seemed to know what to do. This person told me that she was going to read the notes and get backed to me. Obviously I don't know what the notes say, but when this lady got back on the phone, she immediately told me to hold while she gets a manager. This tells me that person knew that while there may be nothing that she could do, she put me in touch with someone that could.**The next person I spoke to on the phone was a manager. After explaining to her the situation, the end result that I received a $**.** refund from my order. **While I am thankful for the refund, which would have probably been enough to ease my distaste I had with Sams, if I didn't have to call back. The initial person I spoke with lacked professionalism, effort, and friendliness. She made me disbelieve in Sams' customer service. While always having impeccable service when I go into a store, the customer service I received from my online order, for lack of a better word, *****. The $**.** refund helps ease the pain when I had to tell my * children that the basketball goal that I ordered them for Valentines day, won't be delivered by Valentines day or the weekend thereafter. The $**.** didn't help when I had to tell the that they will not receive their gift until the following week, and they will have to wait until the following weekend to have it set up since their Daddy will not be able to get it set up until the following weekend. The $**.** doesn't remotely excuse the lack of professionalism the customer service rep that I spoke to on the first call about my order.**Bottom line, my order was supposed to be delivered within *-* business days. It wasn't. $**.** was refunded to me for the delay. While that is nice, it doesn't compensate the rudeness I received from the Sams customer service rep I spoke to during my first call, nor the look of disappointment on all * of my kids face this morning when I told them that they will not receive their gift until next week. The * reps, * being a manager, did what they could do to help minimize the situation, but the main damage has been done.**Not sure if there is anything you can do now, but I do feel that you should know my thoughts and opinions about this miserable transaction.**If you have any questions, feel free to contact me directly.**Roni M. Most*Member * *** ***** *********
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Sam's Club

Customer service issue
Reported by GetHuman-rpmost
Feb 16th, 2019 - 8 mons ago
I have an issue with Sam's Club too
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Seen by 6 customers so far
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Feb 16th 6:11pm