MATTHEWS, NORTH CAROLINA -- I purchased a ring from Sam's jewelry department in the amount of around $3500.00. The ring needed to be sized and the representative informed me it would take 4 to 8 weeks. I informed the Sales Rep ** that I wanted it sooner than that. ** replied telling me I could take my ring to Jared's and they would size it for me all in the same day. ** also stated Sam's sends rings to Jared's for sizing and this would be where she would take it.
I had questions about the warranty and she explained to me if I purchased the extended warranty I would be covered at a 100% in addition to the fact that I had 90 days to return the ring if I was not satisfied with the Sam's return policy. I took my ring to Jared's as advised and had it sized. Around 40 days later my ring was completely turned in color and looked terrible. I took the ring back to Sam's expressing my concerns and desire to return the ring. The representative called over the manager ** telling me she could not return such a large purchase without manager approval.
When ** the manager approached me he stated that the sales representative ** had informed him that I took my ring elsewhere and had it sized. I told him that was correct and that I had been advised to do so by his representative ** who sold me the ring to begin with. The representative ** agreed that she had recommended I take the ring to Jared's for sizing.
The manager proceed to inform me that my warranty was no longer valid including my extended warranty which I had purchased and that he would have to call the manufacturer to determine what he could do for me. He told me not to worry at this time as he felt a solution could in fact be reached. He called me back the next day and told me there was nothing he could do for me, that I was no longer covered by the 90-day money back guarantee or by the extended warranty I had purchased. I asked him how could this be when I was advised by the sales Rep who sold me the ring to take my ring to Jared's to be sized and was never informed it would void my warranty.
He stated to me he understands my frustration but there was nothing he could do for me. I asked to speak to the GM and he said he was not there that I would have to call back the next day. I called the next day and the GM said he would like to speak to the sales representative first and he would call me back. When he called me back he stated that the sales representative ** stated she did refer me to Jared's but also informed me that if I took my ring to Jared's if would void my warranty. He told me he believed her and that there was nothing he could do for me. That my ring was no longer covered under any circumstances at all.
I informed him that the representative ** had never told me taking my ring to Jared's would void my warranty and explained to him had she in fact informed me of such I would have left my ring with Sam's for sizing due to the importance of having a valid warranty for such an expensive item. I asked him why from a consumer's stand point would I still purchase the extended warranty, then take the ring to Jared's for sizing if I had truly been informed it would void my warranty.
Explaining to him that I was very adamant about ensuring I was covered and had an extensive conversation with ** the representative about coverage which is why I purchased the extended warranty to ensure I was covered at 100%. I asked many questions about the warranty to the representative **. With all my questions and my deep concern why would she refer to me to a place that would void my warranty? The ring has a 2.1 karat diamond and anyone in their right mind would ensure all measures would be taken in order to protect/cover the ring in case of a loss stone or any damages which is why I purchased the extended warranty.
The representative changed her story with each manager. When we first spoke and she called the first manager over she never stated that she informed me this would void my warranty. It was not until the GM spoke to her alone that I was told that she had stated she had informed me of the void in warranty in addition to advising me to take it to Jared's. If I had been informed it would void both my 8-year warranty that I had purchased in addition to the 90 money back guaranteed that was automatically offered with the purchase then I would have waited any amount of time in order to get my ring sized through the proper channels.
I asked him to take a step back and look at the picture logically and tell me if he thinks I would have purchased the extended warranty knowing I was only going to void it by taking the ring to Jared's. I also asked him "Why would she even refer me to Jared's in the first place if she knew it would void my warranty?" I also asked "Why would she not tell me upfront that anything done to the ring must be completed by Sam's or it would void my warranty and NOT mention other options as they should not be followed for complete insurance of warranty coverage for my purchase?"
The GM did not want to hear anything I had to say and said he could not do anything for me. My ring was purchased Mother's Day weekend. I was in Sam's June 24 speaking to a manager about my concerns. My 90 money back guaranteed is still valid at this point, but no one is willing to help make this right.
BENTONVILLE, ARKANSAS -- The moral of my experiences with Sam's Club is that I'll never taker part in any of their auctions ever again. They are not real, nor are they run by a trustworthy merchant. Late in Nov 2013 I bid on an item on the auction site and was notified via e-mail by Sam's Club that my bid had won and that I was going to be advised of the detailed shipping charges once the item is shipped. That was the last I heard from the Club about the item I am supposed to have won. On Dec 7, I called customer service to find out why I did not receive the item, nor heard from the Club about when it was going to be shipped.
As it appears to be the case with all Sam's Club employees, they are trained to be arrogant and discourteous with consumers when it comes to dealing with complaints. This one began by falsely claiming that they could not verify my credit card which resulted in canceling the order. When I pointed out to her that I had other orders go through with Sam's Club.com before and after this auction item without any problem and that I NEVER received any advise from Sam's Club that there were any issues with the verification of the credit card that needed to be addressed, she plead ignorance about why I did not hear from the Club.
Judging that it was a total waste of time continuing to deal with her, I asked to speak to her supervisor. When the latter came on the phone she gave me an entirely different story. Now, she claimed that when they went to pull the item from their inventory they discovered that it is damaged and decided that it could not be shipped to me and the order was cancelled as a result. When questioned about why another item was not ordered from their supplier and sent to me, she responded by saying that the items offered on the auction site are DISCONTINUED items that are one of a kind and cannot be replaced.
Once again that was a false claim because I bid on a camera that is still offered in the Club in my area. She had no answer when I referred her to the case of the camera. She could not explain to me either why I was never notified by the club of the cancellation of the order which resulted from my winning auction bid, nor the reason for the cancellation. And that is from a multi-billion dollar company that appears to present itself as one that does not seem to know how to run its business based on my experience. All she could offer me was a suggestion that I continue to monitor the auction site in anticipation of the return of this item to the auction block and re-bid on it.
She forgot that she had already mentioned that the item is "DISCONTINUED" and that's how it ended up on the auction site back toward the end of November in the first place. In turn, I told her that Sam's Club Auctions are a total waste of time and are not worth wasting the energy on, based on two experiences of such extremely poor service, and that I'll seriously consider stopping doing ANY business with Sam's Club as an unworthy merchant.
ROGERS, ARKANSAS -- I went to Sam's Club to have four new tires placed on my 2004 Dodge Pickup. I dropped my vehicle off and gave instruction where not to park the vehicle when done. I came back later and noticed my vehicle was parked exactly there. I went in and got my keys and went back to truck and found the vehicle unlocked on the parking lot.
I went back in and complained. All I got was "Sorry about that sir..." I checked out a few items and went back to my vehicle and noticed that there was over 5 oz weight on the front passenger tire over 3 oz on front driver tires and the same on the rear tires.
I went in to complain and got no where - was told that it was because my truck was out of alignment. I tried to get the tire dept to look at it and he stated "Sorry about that sir" and refused to look at vehicle or try to rebalance the tire. I don't know a lot about tires but do know that is a lot of weight. I left upset. While driving home I almost lost control of my vehicle and went into a sideways skid on the interstate. I made it home and checked my tire pressure. 90 pounds in driver rear 80 in passenger and 60 in the front tires. My truck recommends 50 and 80.
I drove truck to a local tire shop and have the tires checked. (Again driving 40 miles an hour there the truck was unsteady and as if driving on ice - almost had accident several times from vehicle swaying.) Tire shop check my alignment and found it to be good, found the tires to have run out in all tires. I was told that who ever did the tires at Sam's Club had to known they were bad and dangerous. I called 4 tire's shops also asking about the weight issue and they all stated the same thing. I went back to Sam's Club and they repaid me the 100 $ took the tires and checked them, they replaced one tire and sent me on the road again.
Drove down interstate again vibration and swaying occurred again. I went back and argued over returning the tires. They finally agreed to upgrade them but I had to pay difference. No big deal except I spent over 14 hours trying to get tires on my truck between the two days. I was stuck at Sam's today for over 6 hours. When they went to replace the defective tires (which they finally admitted all were bad) I was told I was 3rd in line!!! I have been there 4 hours at this point!!!!!!
They were rude and acted like they were doing me a favor paying me the 100 dollars for the balance and wheel work they refused to do on NEW TIRES. I will never buy from Sam's Club Tire Department Again. SAM'S CLUB IN BENTONVILLE/ROGERS ARKANSAS.
I won an auction for a flat screen TV and received the "you won" and "order confirmation" emails. A week later I checked my account and found it had been cancelled. I called and was told they were out of stock yet they sold three more several days after I supposedly won mine but for higher prices. They either cancelled mine and sold it later for a higher price or were selling things they did not have physical possession of. Both are violations of auction fundamentals. I asked for something with similar specs and was told "No". They have no reserve on their auction items.
Since this posting Sam's Club got involved after my phone call complaints and set me up with 3 "private auctions". In theory they located the item and held it for me alone to bid on. They had me place the same bid they could not fulfill previously and I won all three but they were not able to fill the orders after all that. I can't believe their customer service got involved to that point and still could not come up with the item they claimed to have.
YUBA CITY, CALIFORNIA -- I have kept quiet enough in regards to Sam's Club/Walmart Corp. I have never worked ANYWHERE where they treat their employees just like white class sweatshop workers. Sam's Club store 6405 YUBA CITY is a joke. They are uncaring and don't care about us at all. I was told by management that the sale of products is the least of their concerns. We get yelled at and written up if we don't sell a certain number (10) a day of Advantage Plus Memberships and sign people up for Discovery Credit cards because that is where the kickbacks from the company come from.
They even tell us to lie so we get customers to sign up and yet when a customer wants to downgrade they get mad at them. I was not brought up that way and when I talk to customers and see how their day is going and what the deal is really all about, I get written up for spending too much time on them and telling them the truth. I've been in customer service for over 30 years. Customers always come first, but not at Sam's Club. Why am I sharing all this? Because people need to know their true colors. WAKE UP AMERICA. THESE ARE THE PEOPLE THAT ARE KILLING OUR COUNTRY.
Let me tell you exactly what they did to me. On June 18, 2012 my son was in a near fatal motorcycle accident. He is paralyzed from midchest downtown, broke every rib, collapsed lung, damaged liver, in a coma and multiple lacerations. When I called work ** the membership manager said "I guess you're not coming in today". Are you frigging kidding me? No compassion at all. I told her I had an 8-hour horrifying drive by myself and had no idea when I would be back. Her comment "I guess I will take you off the schedule."
No "Can I help in any way?", no bucket to help with living expense since Sam's Club is known for only giving a max of 10-15 hrs a week if you're lucky and yet they make themselves look good by giving away $50,000 and Walmart giving the same to people on TV's "extreme weight loss edition" only to make themselves look good. They think they look great when all the while they treat their employees no better than upper class sweatshop workers always yelling at us and belittle us in front of customers.
Oh yeah they said I still have a job but conveniently can't find a place for me. So I have a very sick son, bills I can't pay, no job, no food. Thanks to the WONDERFUL people at SAM'S CLUB /WALMART. We make them rich while they make us poor. WELCOME TO CORPORATE AMERICA PEOPLE.
LITHONIA, GEORGIA -- On 5-19-2012 I had the worst experience with Sam's Club bakery. I placed an order on Tuesday 5-15-2012 for a graduation cake. The cake was supposed to be design 4. This is the cupcake & cake combination. The cake was to have the graduated picture on top of the cake. On Saturday I arrived to pick up cake and the cake was not as I ordered. The bakery staff proceeded to inform me that you could not get that design with a full sheet. And I explained that's not what the other staff member stated at the time of order. So they offered me the cake at 1/2 price for the error.
However, proceeding to the cashier I notice the cake sinking in the middle. And I was not the only one. The cashier and then another worker noticed the cake. So cashier contacted the manager to inform her this. The manager ** came over and still only offered the cake at 1/2 price or wait for another. I had already informed them of my time frame and it was not possible for me to wait that's why I ordered ahead. So I end up taking the cake at the advice of the cashier and was informed to return letting them know of my dissatisfaction.
However, upon leaving the store the cake starting sinking some more. ** stated the cake was fully done because they don't bake them fresh - the cakes are frozen. And then the person at the cashier at the customer service counter states that her cake was the same way and she had no complaint. I state to the manager that I felt I should get refund. My cake should be free because of the way it looked. She informed me that it was not possible and that I could take it or wait for another. I took the cake because was not getting anywhere with this matter so I took the cake and contacted corporate regarding my issue.
Corporate offered me a full refund and to report this matter to the Store Manager. Not only do they need train the bakery department, they need to send the manager ** to a customer service class. I know we are human and people make mistakes. However, when the manager in charge has a "I don't give a damn" attitude towards the customer, especially when you know it's a problem that makes the customer more angry. So I suggest to anyone that is going to use the Sam's Club bakery at 2994 Turner Hill Rd. Lithonia, GA, please pick up your cake 3 hours ahead of your event just in case you have issues.
COLUMBUS, GEORGIA -- A few weeks ago my wife and I went to Sam's Club for our bi-weekly shopping excursion. As usual after we checked out, we had to present ourselves for a search on the way out of the store to make sure we were not stealing anything. Once we got to the door, the lady nabbed the receipt out of my hand. I spoke up and said, "Before you begin, can I ask you something?" The lady put her arms down at her side and looked at my face as if to give me her full attention. I asked, "If I refuse to let you search me, will my membership be revoked?" The lady looking rather surprised at my question said, "No". I then said, "I refuse to be searched".
I tried to take my receipt back, but she grasped it very hard and it tore as I took it back. Feeling victorious we left the store and made our way back to the car. My wife and I agreed at this point that we would just refuse to be searched on subsequent visits. Today, my wife made our usual trip to Sam's Club. She spent about an hour gathering items and finally made it to the checkout line. After emptying the contents of the cart on the belt, they scanned her card and informed her that her membership was expired. My wife told the cashier that was ridiculous that she had already paid to renew the membership.
The cashier told her she needed to go talk to Customer Service to straighten it out. My wife then went and stood in line at Customer Service where she was told that the membership was revoked because her husband was drunk and belligerent when leaving the store. She then demanded to speak to the manager. When the manager arrived, he pulled up our records and said that the "Loss Prevention" manager revoked our membership because her husband had purchased and was consuming alcoholic beverages and was belligerent to the lady that was trying to search the cart.
My wife explained that this was ridiculous that her husband had politely asked if our membership would be revoked if we refused to be searched and that she clearly said, "No". The manager had a record of our last purchases and my wife asked him to show her the alcoholic beverages that we supposedly purchased. He replied that we had many items, but when we get a membership we agree to be searched when leaving the store.
My wife replied that their rules do not supersede the United States constitution. He replied by telling her that only her husband was banned and that she could still purchase a membership. The implication being that as long as she behaved herself and submit to being searched there would not be any problem.
A few weeks ago, I felt empowered that I stood up for my rights and freedoms. Now we know that the price for this was slander, embarrassment and a very big hassle for my wife. Both Sam's Club and Wal-Mart lost a customer today because of this too. Maybe someone else hearing this story will be inspired to stand up for their rights. My guess is that Sam's Club can't accuse everyone being a belligerent drunk for not following their rules.
I recently won a bid @ Sam's Club Online Auction on a 1 ct Asscher-Cut Diamond Ring. It was a successful bid closing @ a good price for me, the consumer, but apparently not for them, for on the following day instead of receiving an email regarding shipping of my item I received an email advising me that due to human error that the item was not available. I feel that this may be a case of auction fraud with the seller refusing to sell an item on a successfully won bid due to the winning bid amount being less than they anticipated. I am extremely disappointed as I monitored this item for hours bidding back & forth until I finally won my ring.
It was such a stressful bidding process but I was so excited since my husband had agreed that it was okay to bid on it. We've been looking at buying a ring for months now but was unable to afford any of the ones we really liked, then to find this beautiful ring & actually win the bid was unreal. It was our blessing so to speak. I still have faith in Sam's Club in that this issue will be corrected/resolved for Sam's Club is a retailer in which I have trusted and patronized for a number of years. Disappointment both verbally & also written, I have now mailed a letter to the corp office as well as emailed the auction team, no response yet.
I am cautioning anyone who's bidding with Sam's Club to be careful especially with an item that you really want because if it's a big ticket item where your winning bid may have closed at a good price - just be aware that if the price is too good you may not receive it after all.
NORFOLK, VIRGINIA -- I was at your Sam's club this week. Your employees were working extremely hard trying to get orders out and I was waiting for a whole pizza. It was obvious they needed help because there was only 2 employees. I made a point to look at name tags (Carmen and Davon). There was a cashier but obviously did not belong in that department because the employees were being distracted from their duties with questions as to how to ring items up. While waiting, a manager with a name tag (Aja) entered the cafe in all the chaos and all she could say was, "what have you been doing here? It looks like you have been doing nothing!!!"
I have been there several times when this person has been there. She enters for a few minutes and leaves while they are still in chaos. You need more help, especially in the evening hours. I have been there both day and night. You usually have 4 to 5 daily and but 2 in the evening. Doesn't make sense the way you treat your cafe employees, they work extremely hard. I without a doubt know they are underpaid. Both employees maintain control in all the chaos, but you can see they are overwhelmed and so polite in all this groups of customers while waiting are encouraging them, praising them for their hard work.
It's a sad experience to see this when this is a new Sam's club that's opened. I have heard stories about cafe employees being treated unfairly and through my experience I totally agree. Employees should be able to express their opinions for improvements in all departments. All employees should definitely give evaluations on their managers. It should not only be a requirement for managers to give evaluations to employees. You have your managers and supervisors that abuse the position they have and take it for granted.
I have become a regular customer in the cafe. I enjoy the 4 berry sundaes. I will be going to Sam's Norfolk often in the future 3-4 times a week and will see if writing this letter has made a difference. I am retired in my 60's. My compassion for these cafe employees is beyond what any manager can have. Why? Because I have ran a multimillion company and have made it my priority to reward my employees for excellent service. My heart goes out to them.
Everyone focuses on the customers, but our employees are just as important. We have to keep them extremely happy. I don't see any reason to have a continuous conversation or call about this. What I have expressed is sufficient enough. So with that being strongly expressed I hope and expect to see changes sooner and not later. I expect that this will be brought to the attention of your club manager, not department manager. If I don't see changes, I will contact President of Sam's. Thank you.
MOORESVILLE, NORTH CAROLINA -- I was going to check out the new Sam's Club that just opened nearby before I purchased a Club membership. I was told by a Sam's Club representative at Walmart that the gas prices at their petrol station would be much cheaper than gas at nearby stations - this was a lie. It was the same price as the other gas stations only a few yards away. I was going to apply for the Sam's Club credit card but it said that I had to purchase a membership before I applied for the credit card, so I decided to apply for a temporary pass to see if the membership would be worth my money.
When I first went into Sam's Club I was scolded for entering the Photo Center. I told the lady I was just looking for future purchases. Secondly my husband asked another employee if an item was in stock, she looked at him in a nasty manner and basically told him to get lost. I received a temporary member number and I was going to purchase some items at the new Sam's Club, but a cashier in the self-service lane came out of nowhere and was very hostile. We said that we had a temporary number and she tried to enter it and it would not work, she then became extremely rude and insinuated that we were doing something underhanded.
I said that I went online and considered purchasing a membership online and she lied and told me that no one could purchase a membership online. That was a complete lie because I was thinking of buying one before I applied for the credit card. I went back home and sure enough one can purchase a membership online. In this economy why is Sam's Club employing rude, New Yorkers that look like they belong in a trailer park? Surely they could have found a better caliber of employee than these rude, lying, nasty persons.