Sam's Club Customer Service Issues

I visited Sam's Club in Santa Fe, NM on 3/18/[redacted] at 10:30 AM. After waiting at the cell phone desk for about 30 minutes, I noted the operating hours were 11 AM to 9 PM and left, traveling around [redacted] miles for appointments. Upon my return, I revisited Sam's Club, driving an additional [redacted]+ miles. Waiting for 30 minutes, I inquired about the cell phone desk staff, only to be told they hadn't been at the store for a while. The manager confirmed their absence for months, suggesting I seek a different phone provider elsewhere. I discovered the individuals managing the cell phone counter are not Sam's Club employees, despite advertising on their page. This situation has led me to consider exploring Costco's services, as they may prioritize customer care more effectively.

I have not yet received my entire order (order # [redacted]). I only obtained 1 of the 2 Greenland Gardener Raised Bed Garden Kits I purchased. The other kit was shipped to the Sams Club in Fayetteville, AR and signed for by “T WALKER” yesterday at 2:10 pm with FedEx delivery. I am missing the delivery of the second Greenland Gardener Raised Bed Garden Kit. I paid for 2 kits, so please send me the missing one. I have attached emails related to my order from both Sam's and FedEx. I still do not have the Greenland Gardener Raised Bed Garden Kit that I ordered. I received only one out of the two I purchased. I ordered 2 kits and was charged for 2 as well.

I placed an online order at Sam's Club on Wednesday, 3/18. The order was split into three Fedex shipments, with the shipping address being my old residence from last September. I have tried to correct this mistake online, over the phone, and via chat. However, whenever I reach the front of the queue, the chat session fails to start, leaving me with a blank page. Sam's Club customer support seems impossible to reach, and I have been attempting to get in touch for nearly three days. Two of the Fedex packages have been redirected to the correct address, but the third package requires Sam's Club to authorize the change due to the way the tracking number was coded. Having contact with Sam's Club customer support is crucial to resolve this issue.

I have been a loyal customer of Sam's Club since [redacted]. Due to the current situation, I encountered an issue with my recent order. When attempting to select a time and day for pickup, only one option was available on the drop-down list. This has made it difficult for me to verify if my order was successfully placed. Being disabled, it's a challenge for me to visit the store, especially during these times. I have not received the usual text or phone call confirming the availability of my order. I am concerned about the status of my order dated 3-20-[redacted] from the Ambassador Caffery Parkway, Lafayette, LA location. I hope to find a way to check on my order soon.

I recently visited Sam's Club in McDonough, GA to purchase 2 containers of Benefiber on sale, as advertised in the circular from 2/26 to 3/22 for a $6 discount. However, at the self-checkout, the price rang up at $21.88. When I went to the customer service desk, I was questioned extensively about previous Benefiber purchases during the sale period, which did not exist in my account. Despite protesting the long wait and rudeness, the staff continued to consult with multiple team members, causing a 20-minute delay. The situation escalated when a staff member, identified by initial D, rudely threw my membership card and dismissed my concerns. Ultimately, I decided to take a refund due to the lack of resolution and disrespect. My sister faced a similar issue with the sale price. As a member since [redacted], I hope Sam's Club addresses this treatment with their staff and honors the advertised sale price for Benefiber. Thank you for your attention to this matter. - Marcenia L. Payne, Sam's Membership # [redacted]

This morning, I visited my local Sam's Club for gasoline. Unfortunately, I encountered a rude gas attendant who treated me disrespectfully. Upon addressing the issue with the store manager, I was disappointed by their unprofessional attitude and lack of concern for the poor treatment. This experience has made me reconsider spending my money at this store in the future. It is incidents like this that drive customers away and can lead to a decline in business. Thank you for allowing me to share my frustration, and I hope this issue is resolved to prevent your store from suffering the consequences of unacceptable customer service.

I signed up for a membership in January and was promised a $45 store credit, but it has not been applied to my account despite multiple emails and calls. The responses from agents have all been the same, promising it would be on my card in 72 hours, but it's nearly April now and I still haven't received the credit. I am frustrated and concerned about the level of service I have received even before using the membership. I urgently need this matter resolved and would appreciate a call from someone with the authority to do so. Please reach out to me at [redacted]. Thank you, Lisa D.

I logged into my ID# and confirmed my membership, but my email was incorrect. I spent nearly 1.5 hours chatting without resolution. I called Sam's Club in Elmsford, Westchester County, wasting another 30 minutes. I was then directed to call 1-[redacted]-Walmart, where I've been waiting on hold for 35 minutes. Updating my email seems impossible since it was wrong from the beginning, preventing me from logging in to update my account. Despite being a long-time member, I've never shopped online. Due to the current situation with the Coronavirus, being a senior with health issues, and living alone, I was hoping to buy essential items. Please address this issue promptly. Thank you in advance. - JB, email: [redacted]

I recently chose items to purchase at Sam's Club when an employee named Leona at the Baltimore National Pike in Catonsville, Maryland, approached me. She insisted that I remove the items from the bag I intended to buy. Despite my shock, she continued to demand that I take them out. The situation made me feel like a thief, even though I was just shopping. This encounter with Leona at Sam's Club was very upsetting and made the shopping experience unpleasant.

I traveled for an hour and a half to reach the Tampa Sam’s Club after ordering something around a month ago. When I called a few days ago to request shipping, they informed me that club orders can't be shipped. I confirmed if they still had my order, and they insisted I pick it up. Despite my trip, upon arrival, the associate claimed they couldn't find it and didn't have the order number. I showed my confirmation text and proof of payment from my bank. They suggested I seek a refund from my bank. I've checked nearby stores but in vain. The unhelpful experience leaves me frustrated. I am eager to receive my merchandise or a refund promptly.

I purchased a cell phone online on May 1st and was given a delivery date of the 5th. I waited until the 6th and went to the City Garden store. I waited for about 45 minutes to be attended to, even though there were only store employees there. When they helped me and searched for my order, they couldn't find it. They checked notebooks, made phone calls, and searched the computer, but nothing showed up. They asked for my phone number and email address and said they would have an answer for me before 12:00 AM, but it's now 7:30 PM and I haven't received any calls, emails, or answers. Instead of receiving my item, I have to wait for several days and go to the store again. The worst part is there is no record of my order except for the charge on my card. No one is solving the issue, just running around, paying for parking and gas for nothing. They managed to charge me, but no purchase, delivery date, response, or even answering the store phones.

Good day esteemed representative of Sam's Club Mexico, I would like to file a complaint regarding my online purchase on April 12, [redacted], at 10:25 am. I ordered 3 pieces of item # ITEM [redacted]44 LYSOL, totaling $[redacted].96 pesos. I received order # [redacted] but at 10:34 am, I got a cancellation email stating the refund was processed, yet as of May 5, [redacted], I have not received it in my card. I visited the SAMS store in Santa Catarina N.L., but was instructed to resolve this matter over the phone, which has been impossible due to unanswered calls, unresponsive WhatsApp messages, and unsuccessful chat attempts. I kindly request a refund or contact me at [redacted] to address this issue lingering for almost a month. I look forward to your response.

On 12/18/[redacted], I tried to log in to my account [redacted] but was unable to access it even after resetting my password several times. I sought help from my club, but without success. I was given a number to call but abandoned my attempts due to long wait times. Today, on 5/11/20, I decided to check if the issue was resolved and was prompted to enter my card number as it was labeled as lost or stolen, which I never reported. My card number is [redacted][redacted] under the name Michael Lukus. I would appreciate it if someone could assist in resetting my ID or providing me with a new one. Kindly reach out to me regarding this matter.

I bought a refrigerator from Sam's Club on 4/21/[redacted] with a promised delivery date of 5/13/[redacted]. However, their online system had issues handling my order. I contacted support and got disconnected three times. Despite being assured of delivery on 5/13/[redacted], the delivery address was wrong due to it autofilling from the Visa card information. Customer service initially said they could correct it, but now a supervisor named Carissa claims the address cannot be changed and delivery is delayed until May 28th. The service has been unprofessional, with background noise of dogs barking and eating during calls, along with staff blaming each other. As a loyal Sam's Plus member, spending good money, I'm deeply unhappy with this experience and demand a serious manager to call me. I spent over $[redacted].00 on the LG refrigerator and intend to cease future business with Sam’s Club and caution others against shopping there, also considering reporting them to the Better Business Bureau.

I placed an order for a gazebo on 5-3-20 with delivery and assembly set for 5-38-20. The assembly team showed up on 5-28 but the gazebo didn't arrive until 6-1. I've been calling Go Configure three times a day to schedule assembly but only got a date today for 6-23. Dealing with Go Configure has been frustrating with long wait times and no call backs, always having to call them and wait up to 30 minutes. Even contacting Sam’s Chat didn't provide any solutions. The rain has soaked the boxes, and I am considering returning the gazebo for a credit. Sam’s disappointing customer service and poor internal communication for assembly jobs have left me very displeased, and Go Configure's customer service is equally below par.

Yesterday, my order, the Phillips/Roku [redacted] series, arrived. When I unpacked, set up, and turned on the TV, I discovered the screen was cracked. It frustrated me, especially because I had taken a day off work for the original delivery date on Friday, which got rescheduled to yesterday. To add to my disappointment, the television stand I ordered from Home Depot was also damaged, and I haven't had any response to my complaint. All I'm asking for is a hassle-free replacement for the TV. Your help in this matter would be greatly appreciated as I'm feeling extremely disheartened. Please don't leave me hanging. Thank you for your assistance. -Terry M.

I contacted customer service weeks ago regarding an unauthorized charge on my checking account from Sams Club. The representative assured me that the $45.00 annual membership fee, which I did not sign up for as I do not shop at Sams Club, would be refunded to me. However, I have yet to receive the refund either in my account or by check as promised. Unfortunately, attempting to reach a Sams Club representative has been unproductive, leading to frustration and fatigue. It would be greatly appreciated if these issues could be resolved promptly over the phone, instead of the current unhelpful experience. I demand a refund for the money taken from my account without my consent.

During a recent visit to your store in Sanford, Florida, I had an unsettling experience that I feel must be brought to your attention. Upon completing my purchase and heading towards the exit, I noticed that my receipt was being checked by the staff using a scanner to verify my payment. However, I observed that three customers ahead of me, who were Black, were not subjected to the same verification process and were allowed to exit without their receipts being checked. When I raised this concern with the staff member checking my receipt, I was met with a vague response implying that certain individuals were exempt from this procedure. I am troubled by this apparent discrepancy in treatment based on race. Why are customers who are not Black being subjected to a different standard than others? Is this a new policy at Sam's Club? When I tried to address this issue with Randy at the Sanford store, he did not provide a satisfactory explanation and even refused to give me the contact information for the office of the President. I urge you to look into this matter promptly as it is a concerning issue that needs to be resolved. I am disappointed by the lack of transparency and fairness in this situation and will not rest until I receive a satisfactory explanation from Sam's Club. cc:etal

I made an order for pickup at my Sam's Club in Columbus, GA. Upon arrival, I waited in the car for 20 minutes, only to be told I needed to come inside the store. Despite my concerns about COVID-19, I went inside assuming it would be fast. However, at the pickup area, they mentioned that the frozen items were in the back, resulting in another 20-minute wait that left me upset. I requested to cancel my order. The charge from the cancelled order has not been refunded. The following day, I ordered the same items through Instacart. Despite multiple attempts, the local store has been unable to resolve the reimbursement issue for me. I have been a long-time customer of Sam's Club and hold a Sam's Credit Card that I regularly use.

My mother and I had booked a trip to Disney before the COVID-19 quarantine for August 18-22 this year; we typically go yearly. In order to pay for the trip, we bought $[redacted].00 in Disney gift cards from Sam's Club online, which we applied to the booking. Since the trip got canceled, the refund went back onto the original Disney gift cards we purchased. Due to financial constraints during the quarantine, I attempted to return the gift cards to Sam's Club. However, they declined since their policy changed in [redacted]. Despite the current pandemic, Sam's Club hasn't been flexible. I've tried to reach out via email and talk to a supervisor without success. My mother, who is on social security disability, had saved for this trip and can't afford to keep the Disney gift cards for a year. We still have our plane tickets and were planning to book a hotel in Orlando for a scaled-down vacation with our kids, aged 4 and 1. As a single mom, I need the funds refunded to make any alternative arrangements. We even considered booking a room at Disney following their reopening but they aren't taking new reservations. I am at a loss and seeking assistance in resolving this situation.