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Horrible customer service
"I have been a loyal Sam’s Club member for 17 years. Over that time I’ve spent over $70,000 in products from my local club store. After I tell you this story you’ll understand while I’ll never spend another dime there again. My wife and I were looking to replace and upgrade our mattress and bed frame. I found a nice deal on a 12 inch memory foam mattress and frame set for $699. The seller Zinus had good reviews on the mattress so we decided to make the purchase. I bought the set on 02/02/18. The tracking numbers were sent and I waited for my 3 piece shipment. My mattress arrived first on 02/09/18. We were very impressed with it. My frame brackets arrived on 02/12/18. I thought ok I better call because it said everything was delivered but I had no frame. I called customer service and spoke with “ Lamont” I think. He assured me they just forgot to ship the frame even though they printed a shipping label for it. He spoke with the company and assured me it would be shipping the next day. I was to receive an email confirmation with in 24-48 hours. About 10 minutes later I saw an email in my inbox with a customer support number from Zinus. Lamont had sent an email through their web portal that read “ i bought a mattress and didn’t get my frame” that was all he did. I talked with Zinus who said Sam’s would need to order the frame and have it shipped since it was an internal problem. Phone call #2 with “Shakira” she said she would figure out what’s going on and give me a call back with the shipping information. I should be receiving a call in one to two hours at the latest. A week later I still haven’t received that call. Two days later I called back and spoke with “Bobbie” she was appalled at what happened and said she’d get it expedited within one to three days. I should receive an email confirmation within 24-48 hours. Five days later I still don’t have a confirmation. I emailed customer service this time with my complaint and “Luis” assured me my tracking info was on the way and I should receive my bed frame any day. That was three days ago now. I called to check on it tonight and talked with a gentleman whose name I can’t pronounce because he sounded as if he had a mouth full of marbles. He gave me the original tracking number and told me it is now Fed Ex’s problem and they’d be calling me tonight. Four hours later I’m writing this review after cancelling my credit card payment to them and I still haven’t received a call from Fed Ex concerning the shipping label that was printed or the frame that was “forgot” to be shipped. Good by Sam’s club. It was nice doing business with you until I needed your customer service. I’ll drive the forty miles to Costco and spend my money there. I would highly advise anyone wanting to order online from Sam’s to not do it. Use Amazon. You may pay a little more but it’s worth the cost not to have to deal with these idiots. "
Poor customer service
"Some employees need to be taught what good customer service is. What good manners is. Need to smile, be courteous, and caring. Visited the new deli today for the first time, ordered chicken nuggets and fries.both were burnt and cold. When questioned about the nuggets looking burnt, was told that they were not burnt and they are cooked in the oven and not deep fried. Heard them making a remark as I left the counter. "
No wonder they are closing store. They aren't even trying.
"Ordered Nintendo gift cards from their website. Found out that the item was lost in the mail. I e-mail their representative, and Celeste basically tell me it's not their problem, and I need to somehow find that lost package myself."
"It took me 6 was to receive my order,one lie after the other from these morons.they have no insight on customer service, a bunch of drug heads817204337"
Great service from online purchase
"Bought mattress set online and it was delivered by MXD group. They did a fantastic job and the price at Sam's Club was the best by far. Very satisfied."
Some foods are not right.
"I normally buy chicken breast but it doesn't look like chicken breast but loos like meat pulled from the chicken leg.I saw last time 45 calorie bread (one in number) for limited time for 3.08. But the pair a week before used to 5.35 or 5.45. This looks like a good deal but not."
Sam's Club (Sam's West, Inc. ) A complete lack of Corporate Integrity
"Ordered Three Iphones from Sam's Club mid December..... Sam's club sent through UPS. UPS lost the phones in transit (likely stolen by UPS employees). Cost of phones...$2400.00. UPS of course tells us to go to Sams. Sams tells us to file a police Report. Apparently Sam's did not bother insuring the phones when shipped. Sams does not have the integrity to accept responsibility... which tells me Walmart online will NEVER be able to compete with a company like Amazon. It simply is a culture of dreadful customer service relations and accountability (thus all of the anti-walmart sites online).Bottom Line, I have just filed a lawsuit against both Sam's West Inc. and UPS...but in a sense I agree with UPS...how could it know the value of what it is shipping. Sams knows though and it is obligated to insure those packages to protect its customers or it reimburse its customers costs. Everybody when dealing with a dirtbag company like Walmart/Sams who has the same problems should not hesitate to sue it in your local small claims court. Otherwise, the company will ignore you and arrogantly tell you...its your problem.I recommend anybody purchasing from Sams for delivery, use a credit card so you can put in dispute if package does not show up."
Do NOT order from them
"Ordered couch 11-23-17 with promised delivery of 12-15-17. Contacted MXD freight company via email on 12-16-17 when not received. No response. Called MXD freight on 12-18-17. On hold for 20+ minutes and selected option to leave message to which they promised a call back within two hours. No return call.Called again 12-19-17 and waited 45 minutes to get an answer. She indicated that it was on its way and someone would be in contact the next day. No one called. On 12-20-17 Called Sam’s club customer service number. Rep answered and asked for my info. She put me on hold for 10 minutes and when she picked up she asked me what I wanted!? She was rude and extremely unhelpful. I gave her my info again. Then she said she was going to contact the freight company herself while I was on hold. I waited for 47 minutes only to find out she had transferred me to MXD again. When I spoke with a rep there she answered and had no idea who I was. She said the couch was dropped off in my area to a secondary delivery company and they were required to contact me within 48 hours. No contact was made.I contacted the secondary delivery company that night via email. They responded the next morning to ask for my last name but never followed up again. I called and left a message on 12-21-17. No return call.12-22-17 I called MXD again- sat on hold for 25 minutes. Rep said they changed my delivery date to after Christmas. I explained that this was a gift and it was extremely important to have it before then. I told her that I was frustrated with the incorrect information I had been given. She placed me on hold and another 20 minutes later I hear a menu giving me options. I pressed the one for furniture and was then directed to leave a message which I did. No one returned my call. I then called the delivery company again and had to leave a message. The rep from the local delivery company returned my call and explained that he was expecting one more truck and if my couch was on the truck he would deliver the next day. He promised that either way he would call me at 6 pm that night to let me know. He never called me again. Today 12-26-17 I’ve had no contact from anyone and I still do not have the couch that I paid for over a month ago. "
THEY DON'T ALLOW CACELLATION OF ITEMS PURCHASED ONLINE,,EVEN IF PURCHASED IN STORE
"I ordered a 65 inch Vizo TV set on line to avoid the Black Friday shopping lines. It was $643.35. When they extended the Black Friday sale, I went to the store and purchased it. They told me the store was unable to cancel the order. I went home and called to cancel the "second" same set; but was told I was unable to until they sent me a shipping date. I was given a shipping date about two weeks from my online order; but when I called to cancel the order, was told it could only be done during the first hour after ordering it. Time invested in phone waiting, approximately two hours. Then I received a notice that my TV set was going ti be shipped to my home, anyway. I called and was told it was processing and couldn't be cancelled. I called the shipping company to cancel, which they did. However, the order still won't cancel, and I've just had an additional $643.35 dollars taken from my bank account!! Now they're not aware they can't deliver it, but have my money earning interest in their account. Will I receive a refund, or still have to call them again? Terrible, terrible, experienced. NEVER, NEVER, NEVER, NEVER, PURCHASE ANY ITEM FROM THEM ONLINE, BECAUSE THEY DON'T HAVE ANY IDEA HOW TO HANDLE IT. I believe it is a scam to hold money from thousands of people, without having to pay interest. Their own credit card has the highest interest allowed, apprx. 28%!!! My total phone time with holds was now about eight calls, and about four hours hold time. Oh, Pilot shipping even told me that they hadn't even picked up the TV for shipping to me, yet Sams still doesn't acknowledge that, or care. "
"Took 3 weeks to get one order and because I got a good deal on a TV on Cyber Monday and the TV is out of stock online they still won't honor the price in store. The app provides incorrect info and customer service (who is a 3rd party company) doesn't know anything more than what is online. I have sent 2 emails to their execs without a responce. Don't use Sam's Club online! ALSO...I tried to leave pointed criticism on their website but they moderate their reviews and will not let a negative review in!! WHAT??!!I was not swearing or being stupid I just said you can get a better deal and much more reliable service at Amazon."
Terrible Online Order Shipping
" ordered a 65 inch TV online. For 5 days the order was in the "Processing" state. It then went to "Shipped". Using the tracking number, UPS never got the shipment. This is a valuable item and I did not want it just left on my doorstep looking like a valuable item. Without at least a delivery date, that is what would happen (confirmed). After several days, I canceled the order and got it cheaper at a large electronics store which guaranteed a 4 hour delivery window. After I canceled the order, I got a message that the Sam's TV would be delivered the next day. More hoops to jump through.Not learning my lesson, I ordered a living room furniture set. It has now been in the "Processing" state for 7 days. I called customer service and was told that it takes that long for an expensive item since they "have to check if it is really me" who ordered it. They have no idea when it might actually ship. If you can pick it up in the store, great, but if you have to order it, go elsewhere."
"Save yourself the time and trouble of shopping online at Sam’s Club and stick to Amazon, Target, Costco and even Walmart or any other big box store that can manage your order. Sam’s is just not ready to manage this type of venture. Honestly, read the reviews and believe them. I know, I know, we are loyal Sam’s Club Members; I have been for the last 20 years. Then they closed all their stores in the Philadelphia area, and I do not have the time to drive 50 miles and willingness to pay a $10 toll to shop in New Jersey. So, I was forced to try Sam’s Online. Lets just say, my shopping experience has definitely become the entertaining/ comical story of the holiday parties. But the bottom line truly is… If it takes Sam’s Club two weeks to cancel a simple order consisting of one package of Dial soap, 2 bottles of Allegra and Gain Flings laundry soap, all regular store items. Just imagine what box of trash bags would do to them. They will probably be in a fetal position dry heaving in some corner. Give Sam’s six months or a little longer to get their act together or hire the right team to manage their online program. Hint, Hint, Sam's Club, recruit someone from Amazon. Happy Holidays! "
Don't waste your money on membership.
"I was a sam's club member years ago. Now I remember why I never renewed my membership. My online order on 11/11/17 originally had a delivery date of 11/16. I checked the order status every day and the date moves... now it's 11/29. You're better off getting it in store if it's available. If it's not available in store, just know that you may or may not get your order in time for your planned trip, gift, etc. With my last membership that I had years ago, I was promised that my "in store pick up" order would be available within the day. I ordered that morning. In the evening, 2 hours before store closing, I went to the store to pick up my order and was told my order wasn't ready for pick up until the next day. I just cancelled the order and make the purchase in store. Basically, I wasted so much time ordering online for in store pick up, which was supposed to be ready for me to pick up so I don't have to come and shop. I never renewed my membership because I don't really care for their bad customer service. This year, I decided to give them another chance, hoping that their customer service is better. It is NOT. I ordered my Segway MiniPro on Nov. 11, 2017. They gave me an estimated deliver date of 11/16. Then it moved to 17, then 20, 21, 22, 27, 28, now 29. Every day I check, I get a later delivery date.This explains why every time I actually visit their store, I never have any problem finding a parking spot near the entrance. Their parking lots are always at least half empty every single time I visit them whether it's near opening time, in the middle of the day, or near closing time.Costco, on the other hand, is the membership I have kept since 2000. Whenever I order something online, I ALWAYS get it earlier than their estimate date. For example, when I order the iPad Pro 10.5 from them on the 9th, I got my order on the 10th even though the estimate was 3-5 business days. With Costco's estimate, I wouldn't have receive my order until at least 11/14. Their customer service is also top notch. That is probably why whenever I visit a Costco store, I almost always have trouble finding a parking spot or wait for someone to leave before I could even park."
Horrible experiences with Sam's club
"I recently had 2 bad experiences with Sam's Club. The first I had checked the web site and went to the local Sam's Club to purchase the item. The item was listed as in store only at a specific price. When I checked out I was overcharged. I went to the Service Desk and told the manager what happened. She said "maybe it was an online only price" I told her no it was in store only. I did not have a device with me to pull up the web site and she refused to do it herself. When I go home I double checked the website and my recall had been correct. I emailed Sam's Club outlining my experience and got an email back that since I got in store I must solve in store and they would not help. Since I had already talked to the manager and emailed both to no avail I am out the money. The second experience was that I ordered online on Sat for a store pickup on Monday. Got an email item was ready for pickup. Went and they didn't have the item and said it had sold out. Ordering on line does not reserve the item. They wait until right before pickup time to pull the order and if the items on the shelf sell out you are out of luck."
High gas prices
"Sams did better than anticipated! Store #6066 was the “same price” as Costco for 4 days, now it’s creeping up again as usual. Want to pay more?? Shop at Sams club!"