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Sam's Club


Do not buy large ticket items like mattresses and box springs from Sams Club!!

One would think when spending over $700 on something, a store the size of Sams Club would be able to handle it! We placed the order with them on 11/25, & received 2 emails from Sam's Club stating that the bed would be delivered by 12/19. On the tracking site, belonging to "MXD Group (AKA Home Direct USA) it shows my bed and box springs were delivered to them and sitting on their dock 12/07. I then started receiving automated phone calls (A direct violation of FCC regulations I might add) giving me the choice of delivery dates of 12/21 and 12/26. I tried to get transferred to a human being but found this to be impossible. I called MXD Group back on 12/09 and spoke with Dustin whom I informed this bed is a Christmas present for my wife and a delivery date of the 26th was unacceptable as was the date of the 21st as we would be unavailable. I asked him why MXD Group was unable to make delivery by the date Sam's Club stated delivery would be made by. He told me that he would find out and call me back. As of 12/13 I received no call back so I called again. I spoke with Chad and then Deanna at MXD Group. Deanna told me she would get to the bottom of it and call me back. After not getting a call back by 12/17 I called again and was unable to reach anyone at MXD Group. So I called Sam's Club Customer Service, and spoke with Olivia who after trying for over an hour finally told me that although MXD Group / Home Direct was open she came to the realization that they were not going to answer the phone. She told me that she was going to escalate this to her supervisor and I should hear something by the morning of 12/19. The morning of 12/19 came and went again without a phone call so I called again, this time to Sam's Club Customer Service. I spoke with Jarra. I told Jarra what has been happening and that I was thinking about canceling the order. Jarra placed me on hold for about 10 minutes, then came back and told me that it would take about 3 days for the money to be returned to my card. I told her that was unacceptable as I was not told how long a refund would take and wasn't sure if I wanted to cancel the order yet. I had to ask her 4 times to speak with her supervisor. I was finally transferred to Sierra. who told me that there was nothing she could do. When asked why Sam's Club was so quick to remove the funds when the order was made and so slow to return the funds when the order was canceled I was told that was just the way it worked. I told Sierra that I need the $700+ back on my card so I could buy the bed elsewhere before Christmas, again was told that nothing could be done. I asked to speak with her (Sierra's) supervisor, and was placed on hold for about 45 seconds, then was hung up on. I then called back and spoke with Tiffany at Sam's Club Customer Service who looked into the matter and let it slip that Sierra isn't a supervisor, but a call center employee like herself and Jarra. She told me that she would ask someone to call me back. It is now the 26th, still no call back.
So I left this as a review and received the following response on 12/27:

Your opinion is very important to us and the Sam's Club community. We appreciate you taking the time to write a review on Serta Perfect Sleeper Wynstone Cushion Firm Eurotop King Mattress. Unfortunately, your review did not meet our guidelines for posting on our site.

Your review cannot be approved because it:
• mentions customer service issues
• directs business away
• is vague or needs more detail
• was written lacking personal experience
• mentions shipping complaints
(Well yes, your customer service is terrible and people need to know about it!!)
(well yes again, negative reviews tend to do this!!)
(Dates and names and exactly what happened each time I called, what more detail do you need?)
(Really? Who experienced it if I didn’t)
(Well yes, unfortunately you have nowhere else to post complaints for terrible customer service or terrible shipping)
I also received the following email 12/27:
Response By Email (Katherine) (12/27/2016 11:41 AM)

Thank you for contacting Sam's Club in regards to your Serta order. We value our members inquiries and suggestions. Providing excellent service is our highest priority. I've reached out to the vendor and they have advised that the carrier was unable to reach you by phone or email...

I find this strange as the only calls I received from your vendor were automated phone calls on 12/7, 12/8 and 12/9 that are in direct violation of the telephone consumer protection act of 1991, and 2012. Please show me where your vendor shows any calls to me after my initial call to them. They have my phone number. I guess we could go as far as subpoenaing my incoming calls from my phone carrier and you can show me when they called. We can do the same thing for my inbound emails from and you can show me where they tried to email me. Your vendor could not call or email me BECAUSE THEY NEVER TRIED TO!!

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