Sam's Club Customer Service Issues

I bought a Deckbox on June 27, [redacted], and paid for it in full. I requested to pick it up later as I lacked a truck. Managed to arrange transportation for July 3, but upon arriving at Sam's Club, I discovered they had sold the pre-paid Deckbox to another customer, with no more available. Being a long-time member with my cell number on file, I believe I should have received a courtesy call. Considering the current events like the pandemic and protests against racism, unforeseen circumstances could have caused the delay in picking up the box. Despite feeling disappointed, I maintained my composure, but the assistance I received was not very friendly. Two employees mentioned I took too long to pick up and refunded my purchase, showing little sympathy for the inconvenience. The incident occurred at store #[redacted] in Louisville, Kentucky, on Preston Hwy, with Club Manager David McWhorter.

While I was in line at the grocery store, I overheard a manager speaking to another employee in a disrespectful manner, showing no regard for their feelings. I refrained from saying anything as I feared the employee would face repercussions if I did. I discreetly checked her name tag on my way out, and it read "Kayz." I believe this individual should either be terminated from their position or undergo management training to improve their interactions with coworkers. This incident, along with previous cleanliness issues at the store, has made me consider shopping elsewhere, possibly at the York location. It's crucial for the store to review and revise their employee policies if they genuinely aim to provide a better experience for both employees and customers.

I regret to inform you that my wife and I will no longer shop at Sam's Club on Blair's Ferry Rd. in Cedar Rapids, IA due to the mask mandate. While I understand the pressure to implement this policy, it lacks practical, medical, and societal sense. The concerns include disinfecting items, handling customers wearing non-approved masks, addressing coughing or sneezing, enforcing mask styles, scheduling deep cleaning, installing high-grade air filters, conducting daily COVID tests on staff, and disinfecting the entire supply chain. I appreciate the focus on safety but believe this mask policy is not a fitting response to COVID. I have always relied on Sam's for safe products. However, the mask rule seems ineffective given the numerous hands that touch the inventory. I hope Sam's will prioritize quality products at fair prices for families impacted by COVID and reconsider the unnecessary mask policy for customer access to their products.

On Saturday, I tried to place an order for a water cooler. I intended to order without using my membership since the limited quantities of the items I usually purchase make it not worth using the membership. However, I couldn't find a way to order without signing in, so I proceeded and placed the order. Unfortunately, I was charged for renewals of two memberships, which I want to avoid as I am not interested in renewing them, especially since the company is no longer operational. I am requesting a refund for the two renewal charges on my order and would appreciate having the invoice resent. The order number I am referring to is Order #[redacted]. Thank you.

I made a payment on my business account on June 4th, although it wasn't due until July 14th. Unfortunately, the payment was applied to the wrong account. Sam's Club incorrectly labeled me as late on my business account. However, after contacting them, they acknowledged the mistake and transferred the payment to the correct account which had been closed in error. Despite my long-standing history of timely and full payments over 20 years, Sam's Club unjustly decreased my credit limit from $[redacted] to $[redacted] and refused to reverse the decision. Displeased with their response, I am considering switching to BJ's if this matter is not rectified.

On June 27, [redacted], my husband fell victim to a scam, resulting in three unauthorized charges totaling $[redacted].95. Even though I was assured by Micha that these orders were invalid and the charges would be canceled, I discovered them on my statement today. Having not received any items from the merchant, I assumed the issue was resolved until now. After speaking with Ann from Member Services and expressing my desire to dispute the charges, she suggested contacting the merchant first for a potential refund. Despite my hesitation due to the merchant's dubious nature, Ann insisted I reach out. After leaving a voicemail for the unresponsive merchant, requesting a call back without divulging personal information, I reiterated to Ann my intention to dispute the charges. I am disappointed with the situation but remain focused on resolving it. Thank you. Janet P.

I am looking to purchase the LG Side-by-Side Laundry Pair in Black Stainless Steel - Electric (Item [redacted]05). On August 4, I received an email stating this item is a "Shocking Value" at Sam's Club. I'm a regular customer who often has items delivered to my home. However, when I tried to order online, I repeatedly encountered a message simply saying, "Sorry, there's a problem. Please try again," without any explanation. I've attempted to contact customer service through chat and made four unsuccessful phone calls regarding this issue. Despite confirming my address, card, and account status, I couldn't place the order. Visiting a physical Sam's Club didn't provide a solution either. I placed and canceled a test order successfully, showing my account is functional. Following assurances that an engineer would call me back promptly during my last call, no one has reached out. I urgently seek assistance to order this washer/dryer at the discounted price before the offer expires today.

On Saturday, August 8th, I visited Sam's Club #[redacted] in Allentown, PA, where I am a frequent shopper. Due to the pandemic, I have been wearing a face shield when I go shopping, including at work. However, during this visit, the store manager approached me and insisted that I wear a mask under my shield. Despite my confusion, the manager enforced this rule, while disregarding other customers' mask violations. I felt embarrassed by the public confrontation. The manager's insistence seemed inconsistent, as I have seen employees at Walmart wear face shields without issue. I am left wondering why Sam's Club has this policy against wearing only a face shield.

August 22, [redacted] Sam’s Club [redacted] Bryant Dr Nicholasville, KY [redacted] To Whom It May Concern, I am a Plus member, [redacted][redacted], and visited your store with my wife today on August 22, [redacted]. Unfortunately, my wife had a distressing experience while returning unopened items that were bought less than 30 days ago. She was met with rude and unacceptable behavior from a blonde lady at the return counter. The clerk criticized my wife for returning the items late, despite them being within the return policy timeframe. My wife felt disrespected and upset by the clerk's attitude. The incident occurred today at 08/22/[redacted] 03:44:15 and the store address is provided above. I am sharing this feedback to express my disappointment and concern over the treatment my wife received. If such behavior is common among your staff, it may impact customer loyalty and satisfaction. I hope this incident can be addressed to ensure a more positive shopping experience for all customers. Sincerely, Vic G. [redacted] Palmetto Drive Lexington, KY [redacted] [redacted] [redacted]

I recently ordered tires online and encountered multiple issues with the order process and lack of communication from Sam's tire department. Despite multiple attempts to contact them for updates on my order, I struggled to get through and obtain essential information. When I did reach someone, they were unable to provide specifics about the status of my tires. After finding the same tires elsewhere with better customer service, I decided to cancel my order with Sam's. However, the online system prevented me from doing so, stating the order was already in process. Ultimately, I resolved the situation myself by seeking assistance elsewhere. While I understand the challenges presented by the current circumstances, I believe Sam's would benefit from improving their communication methods, possibly implementing a call-back system during busy periods. I appreciate the efforts of the tire department employees I interacted with but will be seeking tire services elsewhere in the future. Thank you.

I encountered a frustrating situation at Sam’s Club on Miller Lane in Dayton, Ohio. Upon leaving, I discovered a long line of 5 to 40 carts obstructing my car due to a vehicle blocking me from backing out. After several attempts, I reached customer service and explained my predicament. Despite the scorching 94-degree heat, it was challenging to cool down my car, especially considering I am an 81-year-old with COPD and struggled to breathe until the AC started working. Eventually, a staff member arrived, and though I playfully inquired if he caused the obstruction, he responded gruffly while moving the carts. It would have been nice to receive an apology from the individual for the inconvenience caused.

I recently discovered unauthorized charges on my debit card on Sept. 7 and Sept. 8, [redacted], each for $47.48. Despite being given transaction numbers #[redacted] and #[redacted], my bank informed me they were not valid. I was told these charges might be for 10 fidget spinners. As a senior relying on Social Security, I have not purchased anything from this company since the 1980s. These fraudulent transactions have caused an overdraft on my account, which I cannot afford. I am eager to understand how this fraud will be resolved, including reimbursement for the unauthorized charges and any related overdraft fees. My name is Wendy M. R., and you can reach me at [redacted]. Please contact me promptly as I await resolution. My bank information is Citizens State Bank of Elmwood in Wisconsin.

I am inquiring about a TV delivery and installation service. The person I spoke with on the phone was completely unhelpful and impolite. I was given conflicting information, and the individual's attitude was unacceptable. All I need to know is if delivery and installation are available and what the associated costs will be. The TV is a 75” that needs to be mounted, with no additional hookups required as there is an existing outlet.

During an online chat with customer service, we discovered an incorrect charge on our account that used our cash rewards. We need this charge reversed as we did not make any in-store purchases. The money needs to be returned to our account. See the chat reference report number [redacted]97 below. --- While chatting with Sam's Club online staff, it came to our attention that there was a charge on our account that used our cash rewards incorrectly. We have not made any purchases in-store and need the money returned. Please refer to report number [redacted]97 for more details on this issue.

A couple of years ago, I purchased a pair of sunglasses from our local Sam's Club store. Initially, I was pleased with the glasses, but over time, the lens quality deteriorated to the point where they couldn't be cleaned properly. Additionally, the nose rubber piece deteriorated, making the sunglasses unwearable. The brand was Native Eyewear, and they had advertised a lifetime warranty on the product, as indicated on the paperwork. The specific model was the NATIVE ZODIAC #[redacted] IRON/BLACK, purchased for $49. However, when attempting to contact their customer service for a replacement, the internet connection provided was unresponsive. Despite our prolonged membership with Sam's Club, the eyeglass department hasn't been able to assist with the issue. It seems that the lifetime warranty isn't as reliable as advertised. I am seeking advice on how to proceed with this matter. Thank you, Dave B.

I recently visited the store on US 19 in St. Petersburg and felt discouraged by the lack of customer service provided by the cashier. Despite usually going to the Gulf to Bay location, I opted for this one and was met with an employee who seemed disinterested in their job. The cashier did not greet me, acted as though they disliked being there, and barely acknowledged me while mumbling during the transaction. As someone who deals with the public as an operations and office manager, I understand the importance of positive customer interactions. Although I empathize with the challenges of wearing masks, I believe there are still ways to engage respectfully. This experience was not reflective of good customer service and I wanted to share my feedback to highlight the importance of creating a welcoming shopping environment for all customers.

Hello, I would like assistance regarding a recent cell phone purchase made on January 15, [redacted] at store #[redacted]. I purchased both the device and an extended warranty through Square Trade. Unfortunately, my phone sustained damage after falling, resulting in a cracked screen and camera. I am currently in the process of initiating a claim with Square Trade via email. They have requested a copy of the initial receipt for both the phone and warranty purchase. I paid for the items using my Discover card, with the last 4 digits being #[redacted]. Despite my efforts, I have been unable to locate the receipt. Could you possibly retrieve the receipt and email it to me? I greatly appreciate your urgent attention to this matter. Thank you, Kathleen M. Scasny

I am incredibly frustrated! I had been eagerly awaiting the special sale promotion in your flyer for the Deluxe wooden play kitchen priced at $79.98 on Nov 7th. I stayed up late the night before to ensure I could purchase one for my grandkids. I successfully placed an online order at 12:05am on the 7th with order #[redacted] and was informed it would arrive on the 11th. However, it did not. The FedEx confirmation number is #[redacted]00, and according to FedEx, they have the shipping label but not the item to ship as it's now out of stock. As a Plus Member who frequently shops online with Sams, I'm starting to have doubts about this experience and I'm very frustrated. I kindly request expedited shipping of the play kitchen for my grandchildren's Christmas. Please update me on the status.

I have been unable to find the Hamilton Reversible Sectional with Sofa Bed #[redacted]15 despite seeing it advertised as available for online purchase. I contacted Sam's service, who directed me to 1800Walmart, but unfortunately, I was given information about a different item. Can you please assist me in locating the sectional as advertised for $[redacted]? I would greatly appreciate your help in resolving this issue promptly. Thank you. My name is Julie Jencks.

Subject: Positive Experience at Member's Service Desk Date: December 03, [redacted] I am writing to share my extremely positive experience at the Member's Service Desk at my local Samsclub in Colonial Heights, Virginia. During my recent visit on December 3rd around 8:00 AM, Ms. Lottie Peterson provided exceptional service regarding changes to my Member's Plus account. Whilst I was receiving assistance, another member approached the desk to express their gratitude for Ms. Peterson's outstanding help during a previous visit. Despite the cold weather outside, Ms. Peterson was courteous, patient, and professional throughout my interaction with her. Her service made my visit truly enjoyable. As a Samsclub member since the 90s, I have always cherished the experiences at this store. Ms. Lottie Peterson has further reinforced my loyalty towards visiting Samsclub regularly, at least 1-3 times a week. I sincerely appreciate having a dedicated individual like Ms. Peterson at the Member's Service Desk. Thank you, Dr. William L. Miles, M.D.