Cathy N.
Google
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.
