Sam's Club

Robin B 

on BBB

4 years ago

I was told on 7/24/20 that my mattress would be cancelled and a refund credited them it shipped anyway and I have talked to c/s 6 times and been told it will be picked up and refunded .. I'm tired of being lied to by people who's job it seems to be is blow me off. This is the worst customer service I have ever had and I've been a member since 1996 

Jean B 

on BBB

4 years ago

For the past 12 days, I have called, chatted, and messaged Sam's trying to find out why my order hasn't been delivered! Each agent stated that they have escalated my concern and someone will contact me within 24-48 hours, but I have yet to have any return contact! I placed an order for a chair on August 23 and at that time, the order said that it would arrive BY September 8. But the status of my order has never changed and no one will help me! BEWARE of online ordering!!! 

Jean B 

on BBB

4 years ago

I had an online order that was supposed to be delivered by September 8, the status has never changed, so I started calling and chatting with you beginning September 7. I have been told daily that my concern has been escalated and that someone will email me back, yesterday morning , after calling again, I was told someone would call me within 24 hours. That never happened! I was in the club on Saturday and could have purchased a suitable replacement chair but i did not as I had this open order and when i called the club to ch... read more

Taylor P 

on BBB

4 years ago

Bought a car battery 2 years ago and the battery has a 3 year warranty on it. The battery finally gave out and so did my membership did. When I went to do a warranty exchange the ladies at the member services refused to do anything. Just threw up their hands and said pretty much out of luck. I called your customer service and was advised that it is up to the store to exchange it or give me a prorate, which wasn't offered, I spoke with a supervisor for the customer service and was advise that my membership was "deleted" logge... read more

Jennifer H 

on BBB

4 years ago

Reading other reviews, the experience I am sharing is similar. We purchased a living room set back on July 25, 2020. It was estimated to be delivered by August 13, 2020. We have called over and over again and get the run around every time. Sam's initially indicated there was an issue with customs and the product was just waiting to be cleared. We finally received a tracking number on September 2nd (this was after calling their customer service line and being told by the IVR and agent initially that the set had been delivered... read more

Katrina R 

on BBB

4 years ago

We ordered a mattress 3 MONTHS ago and we never received it due to a "vendor issue" so we tried to reorder it through customer service. We were charged and no mattress was received on the SECOND order either so we requested a refund. We have been given excuse after excuse by Sam's Club customer service and still no refund. We have filed a formal complaint with the Federal Trade Commission because they have left us no choice. My husband is currently unemployed due to the pandemic and I am unable to work due to a severe auto-i... read more

Jacquelyn E 

on BBB

4 years ago

I placed an order for a serta mattress on 8/3/20 that was to be delivered 8/26/20. I still dont have it. I have filed 2 incident reports with no response and made at least 5 phone calls. 2 calls have been to the escalation dept and have been transferred to other departments sometimes on hold for over an hour and it is yet to be resolved. I was promised a call back at least twice and its been another week and no contact. I was alerted that my credit card was charged after 4 wks but i was assured it is only pending. If the cha... read more

Kelly S 

on BBB

4 years ago

This company is irresponsible with data. They allowed fraud to continue on my card after I brought it to their attention. A third fraudulent charge came through after I cancelled my card. Clearly pending meant nothing. And my attempt to bring it to their attention has now brought me spam from two sources in 24 hours. Do not trust this company. They do not care about people, only money. 

Robert P 

on BBB

4 years ago

I purchased a mattress from Sams Club on 7/6. At that time, the expected delivery was projected out to 8/10. It seemed a bit long but because it needed to be manufactured, I was willing to wait. On 8/11, XPO (delivery agent) emailed me to inform that the mattress would be delivered by 8/13. That never happened. By 8/19, XPO confirmed they "lost" the mattress and they went back and forth with Serta and Sams about sending a replacement. Eventually, the Serta reps at Sams Club confirmed the replacement mattress would be deliver... read more