Sam's ClubReviews 645

1) phone. Hold times are 10-30 minutes, u less you need the Serta team than it's 3-5 hours.
2) lack of customer care in store
3) pick up order- associates look at you wait for 3-8 minutes in the club area. Apparently only 1 guy in the whole store that also does the shopping is allowed to check us out.
4) besides the long hold times, they can't really help on the phone- at anything.
5) once on the chat customer service the experience was so bad, I said maybe I need a membership else where (I wish there was) and they told me, "if you feel you need to cancel please do". And there was no profanity, insults, or the like coming from me.
6) they do not get 1 star because they do have some of the better deals in town.

I joined during a promotion where u join for for 45.00 and get 45.00 credit in groceries. I've gone 3 times each time they promise it'll come of my next visit. That doesn't make sense. I confronted the sign up desk who apologized after confirming I never received the credit and offered to cancel my membership fee. I should have known. The credit never went back on my debit. They all lie and steal. I dare management to contact me to solve this. So now I have to drive out there again to try to correct their thieving practices.

I purchased a king pillow top mattress on 4/19/20 and did not receive until 6/5/20. I ended up speaking with SEVENTEEN (17) CUSTOMER SERVICE REPS (reps, supervisors, & escalation depart) during this time. First they tried to deliver soiled oil soaked mattresses (I have the pics to prove it) then they tried to say no one placed my order until 5/27/20, but my bank account showed where it had been deducted on 4/19/20. Both Serta & Sam's supervisors stated that there would be a refund credited to me after mattresses were delivered, it is 6/17/20 and I have not seen a refund! I have contacted Sam's/Serta via email and have called and been placed on several holds for over 45 mins each time to no avail/resolution.
Their customer service & delivery time is horrible. They do not keep their word at all!

Signed up for a membership online because they were offering a great deal where they give you a $45 credit. All I had to do was take the email with the code to store (which I did) and show it to customer service (which I did) when they printed my card. Well 2 visits later I still didn't have my credit so back to customer service I went. They tell me they can't help me and I need to call customer service. Great. So I sit on the phone for 45 minutes just so they can tell me they too can't help and they have to escalate it to their back office. Basically they offer these things and then don't honor them... sounds like stealing to me!

HORRIBLE CUSTOMER SERVICE! We purchased an outdoor table online on April 21st. They delivered it & since we read reviews we knew to open the box before the delivery person left & check it. Good thing we did because the tile was shattered in multiple places. We rejected the delivery & had them take it back on May 11th. I called customer service & 2 weeks later they delivered another table. Same thing, we opened it & once again the tile was shattered. Again we denied the delivery & sent it back. I apologized to the delivery man that he had to come back out to our home twice. He made the comment that it didn't matter to him because he got paid either way. Therein lies the first problem. They send out 1 person to deliver a table that weighs 200 lbs. & he could care less if he breaks it because in his words he gets paid either way. I called customer service again & spoke with Gracie & requested a replacement since we really wanted the table & got it on sale. We figured we'd give Sam's one more chance. Big mistake! Not only did she not order a replacement but she didn't input the rejection so it basically showed that we had the table. She told me she'd send an incident email to the back office and I should hear from them within 24 hours or less. I never did. I called 2 days later & after holding for over 30 minutes I spoke with a supervisor named RJ. At that point I was obviously furious & requested a refund. He told me he couldn't give me a refund because their records didn't show we rejected the delivery. I told him we had no product & I wanted a refund ASAP! After holding for what seemed like forever he finally came back & said we would get a refund in 3- 5 business days. After an entire week we still had not gotten a refund. I called on June 1st & spoke with a supervisor named Marjorie. She told me that RJ never competed the refund process. I told her I wanted a refund pronto. That it had been over a month & a half at this point. I was on hold & our phone call took well over an hour before she finally came back & told me we'd have a refund in 48 hours. It took 5 business days before we got a refund finally! I also told her I'd like to cancel my membership. We've been members of Sam's for over 30 years. She offered to extend my membership for another year at their cost, but then told me she was only able to give me 6 months. Not surprising after the shoddy customer service I'd already dealt with. We purchased a table from Costco & the experience was like night & day compared to Sam's. I highly recommend cancelling your membership with Sam's & going with Costco instead. You won't regret it. Sam's Club will not be getting our business ever again!

Worst customer service ever. Manager was horrible. Made an online purchase of the Backyard Discovery Gazebo because it was on sale and had an extra $200 instant saving. So, since we were saving $400, we opted for the installation with free delivery. They delivered 3 weeks later and informed us the installers were of a different company and would contact me. They advised me it may be up to 2 weeks. Really? So anyway, no call and I finally called the company and they said they didn't have a request order from Sam's. So back on the phone, after long holds and disconnects, finally spoke to someone. They stated I didn't purchase the assembly and installation package! After back and forth, finally getting a rude a** manager, he said no pictures, no help! The invoice did not have the prices broken down, only the total price. Now I'm stuck with an $1834 pile of sticks laying in my yard. SO, I advise anyone that purchases anything from Sam's Online, to SCREENSHOT EVERY SINGLE STEP OF YOUR PURCHASE! I will never make another online purchase from Sam's. Ever.

My husband and I purchased the 12x10' Cedar Gazebo from Sam's Club South County in St. Louis, Missouri and agreed to have the company they contract out to pick it up and assemble it for us.

Unfortunately, the contract company was too busy to install ours and continued to push the install date out, so we decided to hire our own contractors to install.

I called Sam's and told the lady we would be there that night to pick up and she confirmed that it was in the back for us ready to go.

When we got there we found out that they sold ours to another customer, oversold their inventory and had 0 on hand/0 in transit/0 in district and DC.

The manager, Lauren told us that they didn't have any in stock upon walking up. Unfortunately for her, Clyde, another manager, just told us they still had one but was on hold for another customer. They refused to allow us to take that one and work back with their district support partners to find another one to replace the other.

They also told us that OUR installers could disassemble their floor model and take that one. Obviously not thinking about the incredible liability Sam's Club would open themselves up to for people who are not employed/contracted by Sam's club to be in there disassembling a large unit DURING shopping hours.

We left with our money back and no gazebo. Completely and utterly beyond mad.

I called customer service three times. I was hung up on / "disconnected" twice after being on hold for over 20 minutes each time waiting to speak to someone.

My husband and I are both retail multi unit leaders and have a combined experience of over 25 years of leading teams in some of the largest brand organizations in the world. We could NOT believe what happened and how the leadership at this store chose to handle it. If these were my employees and I read this review I would be in there first thing Monday morning retraining on proper inventory count processes, conflict management, code of ethics and a refresher on how to simply do the right thing.

DO NOT ORDER ONLINE. The return process is a nightmare! I ordered a Serta 4 inch mattress topper. I was shipped a 3 inch Members Mark mattress topper instead. I called and was given a return label to ship it back to Sams TV Returns. I called back and was given the right return label. It was shipped back by Fedex Ground. I keep receiving a notification that my return label is expiring, Fedex website says that they have no anticipated shipping date. It has been over almost two weeks since Fedex picked it up. So, here I sit with no mattress topper and no refund ($160.00) and no tracking information. You cannot make online returns at the stores. It has to be shipped back. When my membership expires I will not be re-newing. I hear a Costco is coming to town. Buy in store, do not order online!

Placed order for gift card through samsclub.com. Company cancelled order with out notifying and after being on hold for over an hour they claim they can't get ahold of the department that cancelled. I was informed that I would hear from someone in 72 hours after complaining and have the call escalated was told they would call back in 24 hours. Over 24 hours later and still no call back after another hour on hold they claim they can't fix it but still have a hold on my CC. The worst service possible will be canceling my membership they savings is not worth it.

I purchased the $100 Sam's Club Plus membership. With this membership, all shipping is free on every order. No minimum order. I have found a lot of products online that weren't available in other stores. I have gotten toilet paper and cleaning supplies not in stock elsewhere. The delivery has been quick and accurate. The brick and mortar Sam's Club is not convenient for me to travel to and shop in person. A great membership and a good supply of goods online. I recommend Sam's Club Plus membership and using it for online orders. $100 easily covers any travel expenses that I would incur shopping in person. On my rare trips to the area that has the physical Sam's Club, it will be worth while to stop in and shop. I haven't needed to return or complain about anything that I have ordered. I look forward to renewing my membership next year.

I am a member of Sam's Club and I am extremely disappointed with my membership lately. We are all being advised to stay home and be safe. Sam's Club has made it impossible to order anything online for those of us staying at home to get our essentials like we did before COVID-19. They only allow in-store customers to get essentials like: paper towels, toilet tissue, disinfectant sprays, etc. This is so unfair because a lot of us can't go to the store or don't feel safe going out.

Sam's should make sure their in-store and online customers are able to order supplies as needed.

I don't see the need to keep my membership since I am not able to buy what I need online like I use to.

A great way to buy in bulk or just grab what I need and go! I always look for this one person in particular lady that works there! Her name is Cindy I believe and she's always very nice and pleasant and will go above and beyond! I honestly feel like she loves her job and the people that shop there! If you ever need to find something or need help, look or ask for Cindy and I guarantee she will do everything in her power to help you get what you need! A big shout out to you Miss Cindy! Thank you for being you