Complaint About Sam's Club Customer Service


The reason that I am writing is to offer my feedback from my most recent visit to Sam's. I was actually visiting the Sam's club location in Wesley Chapel Fl, off of state road 56. Upon arriving to this store, my intention was to receive a new card because I had misplaced my old card that I had had for years. I went to the customer care center and was helped by a lady with 12 years of experience named Marie. Marie, whom seemed to be very matter of fact, told me after looking at her records that I did not have a membership and that the computer system would have told her if I did.

Having many years in a technical field of work, I knew that this computer system was fallible to human error and that it was wrong. I am not the primary owner of this membership so I let Marie speak on the phone to my 75 year old grandmother to clear this up. Marie then proceeded to roll her eyes and have the same short non-understanding attitude with my grandmother and told her that she could not explain the situation to her and that she would just talk with me again. Marie was very rude to my grandmother and treated her like she was not able to understand, which really surprised me because Marie has had 12 years of customer service. So, after getting off the phone with my grandmother, Marie told me that there was no numbers that I could call, no other means of fixing the problem, did not believe anything that I was telling her and told me that my grandmother was going to have to go in person because she could not talk to me on the matter. -WOW

I was dumbfounded by this and just left the store. But, upon thinking about what had happened, I decided to return to the store to speak to a manager. I told the manager of this situation, and how all I wanted was a resolution to the obvious problem. It was ridiculous that, again, I was told that I was incorrect and given no means to help my situation. The manager also did nothing to address the way that I was treated from Marie, and gave me no means to contact anyone to help aid me in my situation.

I have been a customer of the Sam's Club for over 5 years and my grandmother for even longer. I have never been treated this way before and feel that there should be something done to slap the hands of both Marie and her manager. I was treated like a second rate customer and it was an outrage. This email is a cry to have something done and to find an outlet to take some course of action.

By Matthew

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April 13, 20090 found this helpful

I am not sure of all of the details, did your grandmother pay her annual fee? If it wasn't paid and they don't send notices out about those (not all of the time anyway), then they would have removed her account. Maybe she didn't pay enough to include your card as well? I am not sure, just some things that I ran into when I got a membership for myself and adult daughter.

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September 9, 20180 found this helpful

Executive Contacts
Primary Contact
Kelly Thompson
Senior Vice President and Chief Operating Officer
2101 S.E. Simple Savings Drive
Bentonville, AR 72716-0745

Gisel Ruiz
Executive Vice President of Operations
2101 S.E. Simple Savings Drive
Bentonville, AR 72716-0745

Chief Executive
John Furner
President and CEO
2101 S.E. Simple Savings Drive
Bentonville, AR 72716-0745

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January 1, 20200 found this helpful

I have been having problems with the sams club in Albany ga... please contact me... very rude employees at this club and I would like to make an complaint

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Silver Post Medal for All Time! 267 Posts
January 2, 20200 found this helpful

You would need to contact the company directly in order to make a complaint. Posting it here won't be necessarily be seen by anyone at Sam's Club.

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February 28, 20200 found this helpful

I had a even worse experience than that at sams club i have been a member for 22 years on and off i paid at the self checkout using my credit card when i finished and tried to get receipt machine said out of paper see assistant i went to the front for help asked what to do showed my phone with my credit card payment statement with date time ammount spent and sams club name on it i was told i needed a paper reciept i told them machine had no paper to call a manager when they did the manager was rude to me and told me sams club is a private club and that it was my responsibility to get reciept i sais it wasn't no responsibility to fill machine with paper she said i need to read there rules it ended up they instead of apologizing to me they called the police on me

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January 11, 20210 found this helpful

I had a terrible experience with sams here in Greenville nc upon walking in the store this lady I felt was rude asking if I was a member I said then asked if she could see my card and asked which plan I had I felt like that was none of her business she was rude rolling her eyes very unprofessional she needs to be fired Im a black person and she was black but her attitude was terrible I felt like this was my personal business yall gotta do better at sams club

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April 7, 2009

Complaint About Sam's Club Customer Service

After reading Matthews' complaint about Sams Club in Fl. I have a different type of complaint about them in MA. My husband and I have had a BJ's membership in our city; but, we wanted to check out Sam's club in a city not too far away to see if it would be worth while to change or to keep both.


When we walked in to go to check the store (I had called the store and they had sent me a pass so I could do this) the woman at the door was not smiling and made us both feel like we had done or was going to do something wrong. Anyway we went through the store and put things in our cart and when the time came I went to the service desk to get the card. It was pretty much a hard sell to try to get me to upgrade my card over a basic membership. I prevailed!

At the check out there was confusion about needing to buy two packages of muffins instead of the one we wanted. There was no sign saying that and they were rude about it. They did let us get the one but reluctantly. They next time we went in, we were at the check out and this guy comes up to us and whisks the card from my husband's hand and takes it up to the desk without giving any reason and finally comes back with the card and tries to get us to upgrade.


We were shocked. The reason we did not, at this time, protest was we need to purchase as much organic items as possible and they do have some at reasonable prices. But we have made a decision to speak up and make a loud complaint.

BJ's never treated us like that ever. Our membership will be up for renewal at Sam's in July. I am going to see how they treat us until then. It is a shame that you can only get some items at certain store. customer service in not their top priority. I always feel they think I am going to steal something. (04/22/2006)

By Sheila

Complaint About Sam's Club Customer Service

I worked at a Sam's Club for fourteen years. I know that I would have NEVER gotten away with treating a member like that. Let me tell you that the LAST thing any club manager wants to get is a call or email from the home office in Bentonville, Arkansas saying that they received a complaint.


If you were named in that complaint you were in BIG trouble. So. if you don't get help, go over their heads until you do. That card mixup in Florida was probably do to the way she was looking up the name, it has to be very exact. (04/23/2006)

By Cindy

Complaint About Sam's Club Customer Service

I was in the Sam's Club on West Broad St. in Richmond, VA last Tuesday picking up a few things when I observed an incident that disgusted me. An older gentleman, maybe 70, was checking out. He asked the clerk to explain why he was charged more than $11 for bagels. The clerk said, "That's the number she (the next clerk over) gave me." The item description didn't match so an adjustment was made. Upon hearing the total, the customer handed the clerk some money and then looked at the receipt. He pointed out that another of the items he had in his basket was marked $2 less than he was charged and asked what was going on here. The clerk, who apparently was only scanning the items and was not the cause of the problem, called someone to check the price for him. Meanwhile the line is getting longer and longer.


Another employee, maybe a supervisor or manager, came and was asked to check the price. He asked, "What's wrong here?" The customer started to explain but was interrupted with another question. He gave up and said, "Just give me my money back. There's too much wrong with this transaction." The bossy one said, come over to customer service. I'll take care of you. The customer said, "I'm in a hurry. The clerk took my money. He can give it back. The transaction is canceled. I'll just go over to Costco and buy the stuff there." The bossy one said, "That's the way you have to do it. I'll give you your membership fee back too." The customer said, "Do not stall me and make me lose more time." The bossy one, a much younger and larger guy leaned over the customer in a threatening manner and shouted with his face just inches from the customer's, "Don't threaten me! I'll throw you out! No body talks to me like that!"


Now IMHO, it doesn't take much to make this jerk feel threatened since he was half the customer's age or less and half again his weight. The customer replied, "If you lay a hand on me I will call a cop." The bossy one screamed, "Then do it! Do it now! I want you out of my building!" The customer followed to the customer service counter where the bossy one barged in and told a clerk to give the customer his money back and give him his membership fee back too. The customer stood quietly until she handed him his money, the customer thanked her and walked out with the bossy one yelling after him, "I'll mail this to you." I guess he meant the membership fee.

I abandoned my basket and left too. I saw the gentleman later in the Costco store about a block down the street. I certainly won't spend any more time or money in Sam's club. That must have been illegal and I will gladly be a witness to the whole thing should the gentleman need one. There were at least 50 more people standing around and several of them walked out empty handed also.


While looking for the best place to get this word out I found dozens of other complaints about several Sam's clubs. Not surprising. One almost exactly matched an experience I had with their tire department.

There were two differences, they didn't strip my lug bolts/nuts but they insisted that I had the wrong size tires on my car according to their computer and they wouldn't sell me more of the same size. I had to take a photo of the tag inside my door that specified the correct tire size and get a manager to tell them to mount and balance the correct tires. (Turns out that they didn't have my size in stock. They had to order them.) And when they came in, they didn't call me. I had to go by and see if they had come in. Then, when they installed them, they slapped wheel weights at the incorrect points so I had to come back for them to balance them again (with the assistance of the manager.) And yes, I watched them stick the wheel nuts in the airgun socket and slam them onto the studs with the gun running. No torque stick and no second person check. The only reason I ever came back Sam's was because I hadn't had a bad experience in the rest of the store. So much for that!

It is no wonder Costco has so many more customers. Does anybody have a number for a high-level executive within Sam's organization? My membership will not be renewed nor will anybody else's that I have any influence with. I'm going to place this in as many places I can find.

Bob T. Richmond, Va.

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