"This is a letter I wrote to Sams Club! I think it will explain my poor experience with them!

I am writing because I am very dissatisfied with he service that I received with your online ordering and customer service! I am a member of Sams Club and until a few days ago I have only shopped in store and not online.
I went online and purchased a computer as a surprise for my mother. When filling out the information I had the computer sent to her house. I guess by accident I also used her address as the billing address. So today I received an email to contact you so that I can verify some information to enable the order to be processed. I called the number and spoke with a gentlemen. He asked me some questions in which I answered all of them correctly! He then told me he needed to speak to my mother. I asked why? It didn't make any sense to me because she had no idea about this order, therefore she would have no information to give. He said that he had to talk to her and that they could not process the order unless she was able to confirm his questions. I asked to speak to a manager. Nichole at extension 2008 then got on the phone. I explained to her that this order was a surprise gift and that I was them member who PLACED the order. I had all of the necessary information. She also said that she needed to speak to my mom. She said that the order would not be placed until they spoke with her.
Okay so please understand where I am coming from. 1st, I am the customer and member who ordered a computer for her mother as a surprise. 2nd, there is no reason that anyone needed to speak to my mother, especially because she had no idea about the SURPRISE computer order. 3rd, nothing was done to try and correct the problem. I was only told no...no...no! I requested that the billing address be changed to my address, the member who placed the order but again NO.
So what happened was this! I drove to my mothers house. I told her about her SURPRISE computer and I had to explain all this mess to her. I then called your online customer service department again, I verified the same answers as before, they spoke with my mom who gave them the same answers, then they processed the order. Conclusion: The Surprise computer that was supposed to be exciting and create a little bit of joy in my moms life, turned into a headache and frustration. Was my mom surprised? Yes, but not about the computer! She was surprised about the way I was treated especially as a member of Sams club. My response to her..join the club! But not yours..mine! I just wanted to let you know this is how customers are being treated and I can only hope that this is the exception and not the rule! "

"Bentonville Sam's Club - out of stock on tires so I ordered & paid for tires - told it'd be 3 to 5 days to get. 3 wks later - orders still open on-line & no notified as told I'd be so made my 1st call. Over the next 1 1/2 wks. I called 4 times. Each person was rude & put out by my call. All said they'd check & call me back - no one did. I then called the 800 customer service # on the website. I was jacked around for 45 mins & sent back to the jerks in the tire dept!!! A couple days later after I calmed down... I thought all stores can't be like this so called Fayetteville store to transfer my order there. They answered with "hold on" before I said a word. 35 mins later, thinking their just leaving the phone off the hook, I looked up who at corporate I'll be contacting, when I finally got a "Hello?" "NO transfering orders to different store... have to cancel the order first, then place a new order at this location...I mean...dont call us here at the store, reorder on-line." "NO- I can't cancel the order. NO-you can't cancel it on-line either. You have to go to the B'ville Sam's to cancel the order. Then 2 hrs at Sam's B'ville with ill-trained people who didn't know what to do!!! Will I ever go to Sam's Club again? Oh HELL NO!!! Btw, I ordered from a local tire store at 4pm & they had them the next a.m. from a local distributor & for slightly less then Sam's. Also, I won't be going to Wal-mart if I can help it. I've had just to many problems, it's not worth the frustration. I used to be the biggest Wal-mart supporter around but they are not the same company anymore."

"Set your expectations incredibly low, and they will ALWAYS go lower than that! I've been a Sam's Club Member since 1995, but NO MORE! I am through with this place.
I went to the Pharmacy yesterday (avoid it like the Plague!) to pick up a prescription. If you bring it in or it's been called in, you will be told to wait. "Come back in 10 minutes" the clerk says without ever looking at you. I asked what the price would be, and again without looking at me she fiddled around and minutes later told me she didn't know.
I walked the store for over 20 minutes, it is never ready in 10. I came back and stood in line to pay and pick up my prescription. When I got to the front of the line I was told it was not ready. Again I asked how much it would be. The cashier, who does not look at you either, mumbled, fidgeted, then walked away. When she came back she said $202.90. I said no it is not that much, I have insurance in your records. She said "then I don't know." She then proceeded to check out the lady in line behind me. I politely stood aside.
I stood there for over 5 minutes. The cashier took care of another customer. After the second customer behind me finished I asked her for the prescription paper back, I just want to leave. She proceeded to take care of the next customer.
After that customer left I asked again for my prescription. She and another clerk glared at me (I got eye contact!)
The clerk said "We already cancelled your prescription" and threw (literally) the prescription paper at me. Angered I asked "Then why was I standing here?" I was ignored. Backs were turned to me and their heads were shaking.
This is how you are treated. I'm a Flight Attendant for a major airline, if I treated my customers one/tenth as bad I would be yelled at immediately by my customers, but I would get it worse from my fellow crewmembers. I'd be canned the minute the trip ended. Set your expectations low, then lower them a lot more. I was bullied and ignored, customers are worthless to Sam's Club associates, we are just a hassle.
This Sam's Club is #6367, 9665 FM 1960, Humble, Texas 77338, just north of Houston. Phone number ***-***-****
"

"I placed an order to be delivered before father's day. It never arrived by the 15 as stated on my confirmation of payment. Needless to say, I had to then tell my husband about the gift we purchased for him, that never arrived. I called Sam's Club online to find out what was going on with my order and was then told it would be here by Monday the 18th, if not no later than Wednesday the 20th. All of those days have come and gone. Why would the customer service person give those dates? why would you web site tell me it would be here by the 15th. We had a crew come out to put together a shed - that wasn't here. We sent the crew home.

Why has no one called to let me know what is going on with my order? Where is the "Customer Service"????


I am extremely unhappy with Sam's Club. I went in to my local Sam's Club to talk to customer service in person- they said they could not help me. They said that Sam's Club online was a separate entity of their own.

So what I gather is - you have my money, I have no product, the online portion of Sam's club is unorganized and uncaring about their customers. My local Sam's club says it's not their problem and they can't help. I don't know what my rights are at this point - but I will be looking into my options. I don't know if I should ask for my money back or wait this thing out. I do know I will never order from Sam's club on line ever again. - Right now I want to cancel my membership. I am beyond frustrated. I feel ripped off and unimportant.
******Update -

The order finally arrived. I scheduled the crew to come back out and put together the shed. They began unpacking the items and realized the bottom box was taped together previously before arriving at our home. They opened the box and realized the grooves or slats were crushed. Some were broken. They would not be able to be put together securely. I called Sam's club customer service for online. I spoke to a supervisor, informed me I had 2 options, 1 return it and get my money back, 2 I could exchange it. I asked if we could repair it, maybe it would hold with some sort of super industrial strength adhesive. I ask if it was possible to get a discount. The supervisor said "No", those were my only 2 options. I have come this far in waiting, I told him we would just exchange it. The very next day I receive an email stating the order has been cancelled. I called customer service again - asking if there was any way to re-order, she said "NO - the item is low in stock. I asked when they would be arriving to move the pallet from my driveway, she did not have access to that information. She said I would not be refunded until they showed up to pick up the shed. ??? So it literally could take another 15 - 20 days like last time.

Maybe I will have a refund by August? Then I can take that money and purchase a shed (father's day gift) at Menards. And hopefully have it up and putting it to use before the kids go back to school.

Sam's Club online has not been fair or professional. I will copy and paste this email to BBB to inform other consumers of my experience.

I expect my money back within 10 business days, plenty of time to get a truck out here to pick up the damaged merchandise."

"I have been a business member of Sams Club for the last seven years and have been purchasing close to $30,000 worth of merchandise per week from the Sams Club In Addison, Illinois, club No. 6817. In the recent disruption in cigarette deliveries due to tax increases,they lost my order one week and gave me one-tenth of what I normally purchase per week. On the other hand, I noticed that some of the customers seem to be favorites of the store manager, Erin and they were delvered their full order. When questioned, the manager gave different stories at different stories. Basically, I will no loger do business at this store and I need to rethink about doing business with sams club altogether."

"I purchased a gazebo at the Fresno,CA store. I subsequently returned it still in the box without the receipt. I told them that I wanted the purchase price put back on my Sam's Club card. I was told that since I did not bring in the receipt that all they could do was issue a store credit. I know that they could easily find the purchase on the computer as proof of the purchase but did not do so. It seems that they prefer to not provide customer service or customer satisfaction."

"
I've been a Sam's Club member for the past 20 years. I purchased a set of four (4) tires May, 2011 from a local club but did not keep the receipt.

Mr. JaMarcus Whitaker, a T.B.C. supervisor at Club 6346 (1025 Hwy 6 North, Houston, Texas) found the receipt from the computer system and replaced one tire with a nail in it.

Mr. JaMarcus Whitaker also recommended a replacement of the battery and gave a good deal.

His courteous and timely professionalism left a fond memory and an excellent service. Thank you, Mr. Whitaker!
"

"I have been a SAMs club business member since 2008. Today I went into the Woodbridge VA store to have a flat repaired. I purchased the set of tires forms SAMs 2 years ago and I was told that they would repair the flat for free. Well, I was told by the employee that my tire could not be repaired AND he can not give me any credit towards a new tire because the tire showed signs of uneven tread and that voids the warranty on the tires. He then asked would I like to purchase a new tire? WHAT!! No I don't want to buy new tire from you. I have my tires balanced and rotated and all other maintence on my vehicle on a timely basis and I have all of my receipts to prove it. I asked o speak with the manager and she said the tires showed signs of "coupling " which can come from not replacing your shocks . I am now convinced they will tell you anything to get out of standing by their warranty. I spend a lot of time and money in SAMs and I just renewed my membership the week prior. I am so disappointed with them that this will be my last year with them, they wouldn't give me anything towards my new tire not even an effort to take the nail out of the old tire. I am a mail carrier in Woodbridge and will be sure to pass on this horrible experience to all of my 500 + customers. Do Not Buy Tires from SAMs Club. They don't stand by their product."

"Dont buy anything online from Sam's. Horrible experience. Spent $3K on couch in March. Never heard anything, no delivery, nothing. Only thing sure of is that our Sam's Discover card got billed fast enough and I paid immediately off. Spent last tow months and countless hours on phone/on hold. Was by two different supervisors they would look into and call back. Guess what? Never happened. Each time I called had to explain everything over again to no prevail. Each person you talk to tells you something different. Do yourself a favor and spend the extra money at brand name store. Now they are holding my $ hostage until they decide to credit my account. Until then, I cannot buy a couch elsewhere. This has taken about a year off my life. Shame on you Sam's. They also told me I should not have been charged until merchandise is shipped. I guess they dont abide by their own policies. Costco looking better and better....."

"Ive been a member of Sams club for many years and always seen a good reason to continue membership until now. Why pay $1.00/lb more for hamburger at Sams when I can get it in my town locally for less. Oh dont forget no membership fee or a cashier hassling to get you to upgrade your membership, while checking you out. Better Step up Sams or get out of the game."

"Sam's Club Auctions is great for listing one itme several times and when the item is won, processed through my credit card, the next day or so and email is received that the order was cancelled by me, or some other reason by them. This has happened to me 3 times on jewelry won. Also, they are great for posting a description on one thing and ship you another. This has happened to me 2 times now. Now for Sam's Club Warehouse, the customer service people must be on something. They could care less about customer service and work like they are robots. Right hand never wanting to know what left hand is doing or learned. Newport Richey Fl and Long Island NY are for the pits!"

"OO the RAGE I feel while writing this review, I am far beyond upset with Sam's Club. I ordered a computer ONLINE, the only computer in all of the city of Houston TX with the specs that I wanted with out having to shell out extra money for upgrades. To date I have called customer services a total of 8 times in three days, asking for new information and am only a hairs away from cursing out the next person that tells me there is a issue with my order. My order was placed on a tuesday and I never got a email back asking for anything till the next morning but by that time I was expecting my order to arrive because I payed for 2 DAY SHIPPING! Now I have been told that my order may not come in till the following week that is 6+ DAYS AFTER I submitted the order. Never buying from Sam's Club ever again, I think Ill spend the extra money at a store for the upgrades. "

"I had a really really upsetting experience at the store Sam’s Club – store # 0629 – on 1850 E. Woodmen Rd. Colorado Springs CO 80902, this Dec 30th 2011. I had a check declined thru TeleCheck. Why? Can’t seem to find out why…..Upsetting to say the least, I called Telecheck ‘3’ (three) times!!!!!No help thru the phone of course – there is no information to be given….just a check declined!!! No record of anything wrong….account was flagged? What does that mean????? $153.79!!!!!! Yes, all that! one hundred and fifty thee dollars and seventy nine cents!!!!! I am a member of Sam’s Club!
I had plenty $$$$ in the bank! I have paid with electronic checks at Sam’s Club before!!!The store manager on duty was no help at all…… ”there is nothing we can do Mam….” Maybe time to review your payments methods and clients’ privileges…. (?)Accepting credit cards? Debit cards? Let’s make our members life easier to shop? Or they’ll go to the competition…..maybe you lost one client… Why was my check declined? No one can explain to me why?"

"I should have read the reviews before i got involved with this B.S. club. I won a bidding in their auction and that my order was supposed to be shipped and delivered within 3-4 days. Well,the day i placed the bid, i received an email to verify my information. So i did, and was by their representative that it was placed, submitted, approved, good to go, and showed up on my bank account as processing. A day after the verification,i received the same email with the same contents. I did the same called, wasted my time with (on hold). and was finally verified and good to go again, and i would be watching TV the next night.
Here we go, another emailed knocking on my inbox in stead of my TV being delivered. Same exact Verification request, again for the third time.
I called them and verified my information, for the third time and same old went on this BS CLUB.
I blame myself for not reading the reviews. I blame the BS Club for not being professional honest with their customers, as well.
Still have not received my product, i am sure, its going to be shipped and shaped similarly to their BS ways of doing business.
READ THE REVIEWS BEFORE YOU JOIN ANYTHING!"

"Summary: Two separate porcelain Dinnerware sets arrived broken (shattered) due to grossly negligent packaging, i.e. no padding whatsoever, and no markings (eg: "fragile"/ "handle with care").

Sam's Club did refund the auction price upon return of the items, but refused to refund the shipping on one of the sets, as it was marked by the warehouse as having been returned undamaged. Both sets were not just damaged, they were shattered, and frankly, without any protective padding, it is impossible for these items to make it to anyone's doorstep in one piece. All in all I made six phone calls to get a refund of $10.41 for the shipping, a small amount that nonetheless turned into a matter of principle for me. At the end of two of these phone calls I was assured that the refund was issued and I should see it in a few days. It never came through (two months after the beginning of this ordeal).

Customer service agents and their supervisors were reasonably friendly in tone, but seemed unable and sometimes unwilling to provide help, it was like pulling teeth.

I feel so disrespected and violated for indirectly being called a liar based on some log entry that the item was undamaged, and now I'm told I would have to produce visual evidence (pictures) that the items were indeed broken. I'm kicking myself for not taking any pictures when the boxes arrived. With Sam's Club, customer is definitely NOT king. Several hours of aggravating phone calls, re-explaining everything, being promised one thing, than told another, makes one feel like a character from a Kafka novel, a helpless small character against an impenetrable and dysfunctional machine.

I've given up on the small amount they owe me, but I will make damn sure other people will hear about this and know what they might get themselves into. You've been warned."