Sam's Club Headquarters

Wow trying to get to someone at Sam's Club to help me with a terrible delivery/shipping problem by FedEx! Over 100 feet to the handicap ramp and no way to get it to the door - and just before the rain storm!

I purchased a $420 ride on toy for my child. The wheel fell off so I contacted Sam's club and they sent me a replacement. Now the wheel keeps fall off the replacement so I asked for a refund. They are claiming I have not returned the products so they will not give the refund. The worst part of this has been the customer service. They take 3 or 4 days to respond and claim they have no information. I have to come up with return authorization numbers, tracking numbers, etc. All information that absolutely has to be in their system. It's been a brutal months long process at this point.

I placed a large order on Sams.com to cover the amount needed for shipping. I checked the delivery date to make sure it would work. Sam’s decided to move my delivery date up by one day for part of my order. This placed the delivery date on a holiday, thereby making it undeliverable. Instead of redelivering the items the following day, which would allow for a delivery, Sam’s canceled those items. This is unacceptable. I would have to now pay a delivery charge to redeliver these specific items. I order from Sam’s frequently, and am very disappointed in this treatment. I tried to deal with this situation via the phone line, but was not helped and the representative that was in an outsourced call center refused to get a supervisor. I currently have memberships at both Sam’s and Costco, but the manner in which these companies handle situations is very different. I am definitely reconsidering being a Sam’s Club member.

Sam's Club is a good store, with good food prices & quality, but a limited selection. I recently bought a $20 annual membership. It took some work by a knowledgeable customer service employee at a store to get this promotional rate. Memberships are automatically renewed for $50, which I was not told about at the time of purchase. Cancelling the $50 renewal is done via "Membership Settings" on their website, and it is purposely not easy to find. I expected better from Walmart.

On 7/09, I received an item in the incorrect size I had ordered and contacted your customer service for assistance. During my first call, I spoke to Mikee, who offered me an $8 gift card to cover the cost of reordering the item since it was under $50. She went over the return process and offered me an additional $15 gift card for the inconvenience, which was very kind since I live about 30 minutes from Sam's. I appreciated this thoughtful offer and thanked her. However, I did not receive the $8 gift card, which prompted me to call again. This time, I spoke with Stephani, who was not pleasant and rudely stated that no $8 gift card had been offered. I asked for a supervisor, and she placed me on hold for 10 min. She came back to the line and said supervisor William said there was nothing he could do. I asked again to speak directly with a supervisor, but Stephani refused to transfer me and kept repeating herself in a very disrespectful way. Eventually, she placed me on another 10 min hold, and then Keyara came to the line. He didn't resolve the issue either. I asked if the calls are recorded because it was wrong to offer a customer something and not come through with it. What was supposed to be a simple resolution turned into a frustrating and time-consuming ordeal. It took two phone calls and 56 minutes of my day off to deal with a problem that was not my fault. I requested that a supervisor review the recorded call, where Mikee clearly offered me the $8 gift card and the $15. This issue goes beyond the $8 gift card that I was offered and not received, is also about no accountability and very poor service. Since customer service didn't resolve my issue, I contacted the BBB, where Micah F. responded to an issue completely unrelated to my complaint. Then Steven C. stated that there was nothing they could do about it. Please don't waste your money on a Plus Membership at Sam's Club; instead, consider using other warehouses that genuinely care for their customers, such as Costco.

Horrible customer experience. I ordered as a guest and received a chest freezer a week late and damaged, it took 10 emails to make them offering refund or replacement but than they raised the condition that i sign up for membership to give me a refund, which is from my view not in line with cunsomer law. In the end they recommended to start a credit card dispute to get a compensation from them. I find this very unprofessional.

I won't renew my Sam's membership later this month. I've had Costco and Sam's for years. There's only one thing I really get from Sam's that Costco doesn't carry. I find that Sam's consistently has management problems regarding staffing. If I need to go to the returns area I will often donate or give away my 'return' item. I am disgusted with the fact that Sam's doesn't care how efficient their returns area is run. I made a mistake with my Scan & Go app this morning. Because of that I had to stand in the returns line to correct it. I stood in that line of 6 parties. It took me 20 minutes to get to someone who would help and that's because 2 parties in front of me left the line in disgust. THIS HAPPENS ALL THE TIME AT SAM'S CLUB!!! NOT AT COSTCO!!! I AM DONE WITH SAM'S CLUB FOR MISMANAGEMENT. I will still go to Walmart because you get what you expect there. I do not expect my 'paid membership' to greet me with this amount of frustration. See ya!

I have never been so disappointed in Sam's Club. I have been a member for over 25 years. I had a business membership and decided I no longer needed the benefits of a business membership. I call a month before my membership was scheduled to be renewed and requested the membership be down graded to a regular membership. When it came time to renew, it renewed at the business membership fee, which also caused my Sam's credit card to go over the limit. When I call the credit card number they transferred to Sam's cancellation department. I was on the phone for over an hour. I was annoyed by the time I spoke to someone that I decided to just cancel my entire membership. I received an email from a "general manager" Joseph Briggs, becaused I had filled out a survey, conveying my disatisfaction. He asked that I reply to him about the details of my complaints, so I did. Here it is almost two weeks later and I still haven't gotten any resolution. My membership is still open, my card has not been credited and I haven't heard anything from this general manager who reached out to me. What has happened to customer service? Mistake will happen but how you handle them says alot about a business and I'm disappointed in how my issue is being handled.