This is what I sent to the corporate office. This and many phone calls led me to cancel my membership. What I sent— I want to thank you for your time in reaching out to me. I will attempt in this communication to explain what has transpired with my recent transaction and why I am so dissatisfied with my recent experience. Yesterday, March 19,2025 I placed a delivery order for 12-2 p.m. I am responsible for caring for my mother who has Parkinson's. I am a diabetic. Both of us have health conditions that require us to keep a pretty tight schedule. I knew I would not be able to shop after work for a school party on Friday. I thought it would be great to shop online and have the order delivered. It would save me a lot of time to have everything directly delivered to school where the party would be. I was willing to pay a premium for this service. I wish I wouldn't have bothered because I had nothing but misery. I noticed at 3:00 that my order still hadn't arrived. I was worried at this point because our school day was finishing. I needed to leave at 4 to be home for my mom and begin preparing my dinner. When my duty was over at 3:45, I still hadn't heard anything. This is when the phone calls started. The first representative pulled up my account and said that the items were "on their way." I explained that it had said this message since at least 3:00 when I looked online and the order should have been there by 2 p.m. The representative then called the store to see if more information could be gathered. Several minutes later, I was told that no contact had been made, and no one was even picking up the phone. I was told that I needed to wait because delivery would be "coming shortly." This process repeated with another representative. The third person I talked to said that the store was contacted again and that no one was picking up. This person gave me the number; it belonged to a WALMART in Humble, TX not a Sam's Club. I looked up the numbers for the two Sam's Clubs nearest me. No one answered at the first location after several minutes of waiting; at the other location, someone picked up but then immediately hung up. At 6 p.m., my order still hadn't arrived. By this point, I am freaking out about my mom and worried for myself as well as we were both way off schedule. I would still need to drive home with worse traffic than if I could have left as scheduled and then cook dinner. I explained that I could no longer stay because my school was about to close. The last person I talked to said that they are often unable to be in touch with drivers or the local stores in situations like this and that there is nothing they can do on their end. I said I would need the items no later than March 20 at 10:00 a.m. Of course this time came with still no items. Today's schedule was even tighter, so I went on Instacart and had to place two orders (one from Kroger and one from Costco) to get what I needed. I had all my items from both of them in less than 2 hours. The items I wanted from Sam's Club cost me about $30 by my estimation plus a delivery fee and tip. The tip was refunded. The order finally got cancelled today. To get what I needed, I had to spend way more money than I should have because exact matches were unavailable. Today's purchases cost me about $120 plus tips to the drivers. I found it interesting in your email that the store is insisting that they tried to deliver not once but twice. I don't believe this to be true due to my multiple phone calls and nobody was able to make contact with the store (3 times) as I sat on hold for over 10 mins. Each time with nobody getting through or being hung up on. I find Sam's Club's service to be horrible. I have the service to make my life convenient. This experience cost me a lot of money, time, and stress. I have pretty much lost all confidence in this company and hesitate wanting any more interactions. The last person said that they are interested in making this right. I am willing to listen, but I am doubtful that much can be done at this point to right these wrongs. My current intention is to cancel my Sam's Club and Walmart+ memberships. I feel that I am entitled to what this experience has cost me monetarily because of your company's many errors (I am being very diplomatic here with my language unlike my phone calls). There is no way you could even come close to compensating me for the stress I experienced and my wasted time. If this was the first error with Sam's or Walmart+, I would still be very upset but perhaps more understanding; however, this is just the latest of MANY service problems. There are many options out there. I have never had anything even close to these problems with Instacart or most other delivery services. Thank you for your time. I look forward to hearing from you soon.

We were helped by Emanuel Johnson. He was very knowledgeable, professional, and polite!
Easley, SC.

Where to begin. I ordered a washing machine from Sam's Club. When RXO delivery guys (third party company they use in IL) arrived I was given some attitude since we did not have the old machine unhooked, but they reluctantly did it for me. (There is nothing on their website/email that tells me this needs to be done on delivery day).

After the guys left, I removed a piece of tape from the front of machine that was "hiding" the paint damage. Generally, not a HUGE deal if it wasn't right in the front…but as I felt the front corners of the machine, it had obviously been spray painted all the way up and down the front corners. I was delivered a used and/or damaged machine.

The machine itself seemed to be running properly, but I was nervous about what else could be wrong with it and wanted a replacement. The fun begins after this.

Starting about 30 minutes after the delivery guys left, I spent almost an entire day being bounced around between Sams Club and LG, one saying it's the others problem. I must have given my name, address, email, and phone # about 20 times. I tried sending LG an email and got a system error when I clicked the Send button. (joke)

In the end, it was Sams Club who needed to set up the replacement, and they need LGs approval after this is done.

After calling so many times, I finally got a girl that appeared to be helping, and after 20 minutes on the phone setting up replacement, she all the sudden couldn't hear me anymore, put me on hold, and of course the phone hangs up. (Grrrrr)

The next girl said since I had called so many times, she would transfer me to their "escalation team", which appears to be their USA customer service. This girl was helpful, set up the replacement, and I thought all was good.

RXO set up pick-up time, and on the day they came to pick-up, they would not take the machine because, again, I did not have the new washer unhooked. If that is a requirement, LET ME KNOW IN THE EMAIL! Horrible communication on all ends! Also, they were picking up without bringing a replacement, so no idea when I was to get the replacement washer and/or how long I would be out a washing machine.

At this point, I decided I just wanted to do a return. Eventually, the machine did get picked up. Waited about 3 weeks for my refund. I ended up getting the run around on that as well until I told them I put in a dispute with my credit card company, and I got the refund almost immediately (pathetic). At this point I was just DONE dealing with them.

In the end, I paid more money and bought from Abt who I had zero issues with, and delivery guys are NOT third party and it definitely shows. Word of advice, pay the extra $100 and use an actual appliance store.

We live about 2 hours away from Bakersfield. The shed that we wanted was out of stock in our area. We actually ordered the first one and had no issues picking it up. We decided to order a second one. Email says they will hold item for 24 hours post pick up. My husband had until Wednesday 9am to pick up the shed. Something came up last minute and plus we were 2 hours away so I called and spoke to Nicky on Tuesday, the day we were suppose to pick up. She confirmed that it was ok and the shed was marked to not restock until Wednesday afternoon. Wednesday morning my husband heads out and I called to confirm the shed was still available. I spoke to Nicky again and she said she confirmed with the team in the back that it was still available. At 0938 an employee name Angel called me and said that the shed is no longer there. He said he was the one that confirmed it with Nicky. He also stated that he thinks an employee removed the tag and purchased it bc it was out of stock. When I called my husband, he was only 5 minutes away. The employee offered to give us the one on display with a $100 discount off and my husband would have to take it apart. We did not agree to the one on display and second of all my husband did not come prepare to take anything apart. Angel checked and stated that the Sam's club in Sacramento had a few available. They refuse to ship it to us and I informed them that we didn't go to Sac bc it was further away. I received a text stating that they were taking the shed apart for us. I texted back stating that they should talk to my husband who is there in the store. I told my coworker about it and she said it was BS. She also works at Costco. She told me to ask for the general manager. My husband did, that's when Luis the manager wanted to figure something out. After going back and forth, he gave us $200 gift card and refund us the money, by that time we were done with them. We made sure that he called to confirm the Sam's near us had it restocked and on hold for us. We went and purchase the one here in town. I spoke to the manager here and she said technically they don't need to hold it for 24 hrs and I had to correct her and tell her that the email says differently. She said she was not aware of it.

Yeah we came back and purchased the shed here in town and we got a $200 gift card...he wasted 4 hours going somewhere that he did not need to go. Even if it was sold and they informed us before going, we would have been mad but not as mad as getting there only to find out that the item that we purchased and confirmed twice was no longer there and why did we have to request to speak to the general manager for them to start taking us serious and then to come back to town to find out that the local manager was not aware of her company's online policy? Very disappointing. At least we can say Costco never screwed us over like this.

The dining room set that I ordered arrived earlier than expected, but without the table! I tried chatting with a rep (Kazuhiro) who had zero empathy and stated: "They will reach out to you through email and a phone call. The time frame for them to reach out with a resolution usually is within 48 to 72 hours and we would appreciate if you give us this time as we want the solution to be well thought out." (This is the actual quote that I pulled from our transcript) I then called and spoke with Aurda, (better than Kazuhiro) but still not much help except for transferring me to Madelyn. I waited upwards of over FORTY-TWO minutes to speak with Madelyn, but it was definitely worth the wait. In a world where compassion and human decency is almost nonexistent, Madelyn's professionalism, patience and EMPATHY has renewed my faith in mankind. Not only was she POLITE, she actually cared enough to HELP resolve the issue by finding a real solution that worked for me. Unfortunately, the manufacturer (Abbyson) was closed, so getting assistance from them was not an option, nor was reordering the set from Sam's Club because delivery would've been after the holidays. However, Madelyn, displaying the skillset needed for a managerial position, immediately started thinking of "other" options that might work. What made this shipment so important is that my son is proposing to his girlfriend on Christmas Eve, and she is hosting our family and her family for dinner. So, having a table is essential. I would also like to add that during our initial conversation (I was driving) and the call dropped. Needless to say I literally wanted to pull over and CRY! After being on hold for so long, explaining my situation and then to have the call drop, I honestly felt defeated. But after a few moments, my phone rang and it was Madelyn! Apparently she was able to hear me, but I couldn't hear her. So, when I asked "if you can hear me please call me back." She DID hear me and she did CALL back. You just don't find stellar customer service like this ANYWHERE except COSTCO and Chick-fil-A. I don't know what type of accolades are given to employees who go over and above, but whatever it is, Madelyn deserves TRIPLE! I've been a Sam's Club Business member for several years, and the customer service that I receive at our local club is awful and sadly this is not isolated to just the clubs, it's also displayed when I call your customer service department. Part of the issue is the outsourcing of calls. They are reading from a script like robots who do not care about the person on the opposite end of the phone. So, honestly, I give the majority of my business to COSTCO, which is right down the road from Sam's. They are polite, they are helpful and because I spend so much each month, the associates know us by name. But after my interaction tonight with Madelyn, I will take another look at Sam's Club and I will also leave a review of this event on Google. I am happy that Madelyn and I linked up tonight so that she could resolve my issue. But if truth be told, she needs to be promoted! I hope you realize what a GEM you have in Madelyn and reward her accordingly.

I can find all what I need at their location!...

If i could give no stars I would. We joined so we could save mo wy on diapers and became plus members for the free shipping as we live a state away. We bought 2 boxes of members mark premium diapers with 234 in each, 157 out of the 1st box are hard and unusable! I pulled 10 put of the 2nd and 8 were the same way. I called customer service where the person I talked to said they would email me a code for $100 I could use online to get more but she had to call me back in 37 mins, never happened. I called her back where she wanted me to explain everything again and I told her all my info again to be told the same thing when I said no you never called back, she hung up on me. Finally I reached another man who couldn't help and sent me to a supervisor who also couldn't. My only options are to take a gift card for under $50 because they don't do refunds for higher then that or to take them back to the store I got them at which is 3 1/2 hours away! When I said those aren't even options I was informed I could call rhe store I got them at. When I did that the woman in Rapid Citys Sams Club was rude and told me to call customer service if I cant bring them back to the store. I told her not to yell at me i already did that and they said to call them. She justput down the phone and went and talked to someone that I was being rude to her even though it was ok for her to yell at me o call customer service. I called back and she was just as rude so I asked if I do bring them back can I get my whole membership refund because I want nothing to do with a store that refuses to help its customers she again yelled yess Ive told you that 3 times when i had to inform hwr no she hasn't cuz she never stopped telling me she can't give me money over the phone ling enough for me to even ask. I will be taking the 7 hour drive to return the crap product they sold and refund for the membership. I thought they had such great deals and wished so bad we had a dead bow i want nothing to do with the company y and dont understand if that's how they treat their customers how they are still in business. Not to mention I now have no diapers for my daughter and cand hardly afford more as I wasted the money I did. Huggies my be more expensive but at least they are usable and care.

On December 27th I purchased the xbox S series fortnite rocket league bundle. Within an hour I found the same item on Best Buy for a better price.
I contacted Sam's club and asked if they do price matching and I was told that they only do price matching between Walmart and Sam's club stores and not other sources so I canceled my order with Sam's club. I was told
I was told that my order was canceled and the money would be sent right back to my bank. I was comfortable with thisAnd thanks the representative for helping me. A few days later I get an email that says it does my package from Sam's club is being delivered that day. Immediately I went and checked my bank to see that they had not sent the money back to me I had no pending deposit from Sam's club.
I called customer service and spoke with representative and talking quit the representative and told them that I was upset that they did not cancel my order and went ahead and processed the the shipment and delivered it to my home.
I told the representative that I wanted a complete refund and I wanted a confirmation number and I wanted a label to send this item back.
I was provided with The return label and the Confirmation number. I was told that I would get the money back into my account within a week. They gave me a $30 gift card as a way of saying sorry for the screw up.
I tracked the return package back to the Indianapolis site. I made a screenshot of the tracking information and who signed for it. I waited the customary one week for my money to be returned and then I called Sam's club back. The representative I spoke with tried to make me jump through hoops and reverify my information several times Which only infuriated me because they knew I was who I said I am. After finishing with that person who assured me that I was getting my money back I ended the call upset.
The next morning I decided that I was going to call Sam's club back and speak with a customer service supervisor. This was annoying because Sam's club outsources their customers support to the Philippines. It's bad enough that Sam's club insults me by stealing my money and then they make me deal with people from another country who do not know or understand my problems or my situation. Race has nothing to do with this this is about outsourcing to a foreign country when it could be done here but let's get back to my story.
Before I could call to get a supervisor I received a phone call from a Sam's club customer support supervisor in the Philippines. She was very helpful and very friendly and she assured me that that the situation would be fixed. She verified with the Indianapolis warehouse warehouse that the item was received and that the person to sign for it was an employee of Sam's club. She told me that I would be getting my money back between 5 and 7 days and as of yet I still have not received my money and it is January 17th I am ready to flip out on Sam's club for the 5th or 6th time.
If this situation is not corrected immediately with Sam's club not only am I going to give them bad reviews everywhere I can but I'm going to request a full refund of my membership price and switch to using Costco

THE WORST CUSTOMER SERVICE I HAVE EVER RECEIVED! I know this isn't a review of Sam's Club per se, but is of the Sam's credit card company, but wasn't sure how to address this. My Sam's Club Credit Card had fraudulent activity sometime in early December. I called the company on December 14th and was told that a replacement card would be issued that day but would take 7-10 business days to arrive. I told the agent assisting me that the 7-10 days was too long because of the upcoming Christmas holiday and asked if they could expedite shipping. She told me that she could have it expedited to 4-5 business days. It is now January 12th and I Still have no card. I've called the company 4 times thus far. The first 2 times I was told to wait a couple days and the card should be there. The 3rd time, I asked to speak to a supervisor and was told that they cannot transfer me, a supervisor would call me back. This was last week and no call back yet. I just called once again and they said they could once again send a replacement card and it would take 7-10 days. I asked to speak to a supervisor again and was told they could have one call me back but would be a minimum of 5-7 business days to call me back. I've never heard of such a policy. So, here I sit after an entire month: no card in hand, no card in sight and have to wait a week for a supervisor to call back. I will be shocked if that call ever comes or if I even ever get a replacement card. What's ironic is that I've had this happen with another company before, and my replacement card was received the very next day. I'm not the type to write negative reviews, but this is Unbelievable to me.

My Sam's Club.com 1-star rating is only for this one Attempted Purchase & is for Sam's Club.com rather than an actual product. Sam's Club requires a membership fee to make purchases and I expect more from them than from a store/ website which does not have a fee. I find Sam's Club.com & the store acceptable for other purchases although I have had some other issues with ordering from them. Years ago I ordered a Royal Sovereign RBC 4500 money counter from Sam's Club. I liked it and used it for a couple of years before it was stolen.

I recently checked for the 4500 on Sam's Club and it was listed as available for purchase. It gave an estimated delivery date of about 5 days in the future. (I checked a few minutes ago on Dec 22 & it is still advertised as available for purchase with the note to get it by December 29 when ordered by shipping.) I ordered the RBC 4500 & the next day they cancelled the order with the reason that the item was not in stock. Later the RBC 4500 was still listed as available on Sam's Club.com so I went on-line with Sam's Club chat. I explained the situation, the chat rep took a few minutes to check the item, after which she came back & said that the item is available for purchase.

I ordered the RBC 4500 again. They put a credit hold on my credit card & this time it took them about a week before they came back and sent an e-mail that they were cancelling the order because the item was not in-stock. The first order was cancelled Nov 30 & the 2nd order cancelled Dec 6.

I can accept that Sam's Club.com does not have a product but they should not continue to advertise a product, even down to giving an estimated receipt date, when they should know that it is not actually available and they should be upfront about the situation. Other sites put a notice on products that they don't have and indicate that the items are out of stock or not available. Sam's Club is not the corner convenience store, it a multi-billion dollar enterprise. The fact that they require a fee to shop there would seem to indicate that they hold themselves out as a premium experience. Sam's Club.com should have the ability, initiative and expertise to advertise correctly.

My first order was cancelled Nov 30, my 2nd order was cancelled Dec 6 and now, Dec 22, the Sam's Club website still advertises the RBC 4500 on Sam's Club.com as available for purchase and gives a "receive by" date. I am not going to try a 3rd time but up to the actual ordering point at Sam's Club.com on Dec 22 everything suggests that they would accept the order if I clicked the Order button.