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.
OHIO -- I purchased a 48" RCA TV from their auction. When the TV arrived the box looked as if it had no damage to it so we choose to not open it right away as we still needed to transport it to our summer home. The TV was purchased to watch college football with all of our friends on Saturday's. We got it to our home and was unpacking it as I said before the box was in perfect shape. My husband put it together (the base). We then set it up to do the setup on it. When we enter to turn it on there was a bubble with a crack right at the bottom of the screen. This TV was packaged with this cracked screen.
We called Sam's Club and was told they would not replace it, but they would pick the TV up and refund our money. As I have said before we purchased it for our football parties on Saturday. I really wanted to keep the TV so I started calling RCA.
For 3 days, I tried ever RCA number listed on the web. Finally got a hold of a person who said he would send me a new TV in 3 working days. Then he said his supervisor would verify all my information and we would be done.
When he transferred me to his supervisor he ended the call. I tried to call back and got a salesperson who was selling alert buttons. So I tried the next day the same thing. So disappointed with both RCA and Sam's Club Auction.
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.
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.
Sam's Club Auctions is an online auction site, which I have used a number of times before to Win bids on items, which were then mailed to my home. I recently bid on a 51" TV and won the bid for a reasonable price. Sam's sent me a confirmation email saying I had won the bid and they would notify me via email when the TV had been shipped to my home address.
After a week of hearing nothing I logged into the Sam's Club Auction site and see that my order number for the TV was cancelled. I called the (only) number they provide for the auction site and was told they had run out of inventory on that model TV. Why then are they putting that model up for auction if they don't have any in stock? After reading other numerous complaints about Sam's Club Auctions it appears that they are not a reputable auction site. They are either auctioning items they don't have or if they don't get the price they want so they just say it's out of stock and then auction it off again to a higher bidder. BEWARE of Sams Club Auction site.
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.
NEW JERSEY -- I bought two Vizio 42 inch smart TVs. As for their extended warranties, they told me I had full coverage on two TVs. The warranties are covered from soup to nuts. I asked what is not covered, they told me everything is covered. If I have a cracked screen, something spills on the TV, I am covered. I got home and called the warranty company and all the information Sam's Club's store manager told me was wrong. Yet, they charged $50.00 for what? If a picture tube breaks they will fix it. I could go out and buy another TV than keeping this contract. I have one year contract on each TV. So, why give false information to customers when they don't know what the contract covers?
Purchased 3 items from Sam's Club auction, on the last one I won a bid on a camera. But 3 days after winning the bid, I received an email from Sam's Club stating that the item was no longer available. But, they continue to auction the items. I contacted them several times and every representative I spoke to had different story to tell me. One of them suggested that I bid again because they had 14 of them left. I won again and didn't get any response for 6 days.
When I called them they told me another false story and that someone will contact me on the phone within 24 hrs. And after 4 days I received an e-mail saying that they couldn't fulfil my order. Just a week later they have the item up for auction again. I guess they didn't like the price or they don't care about their customers. Looking at the review it looks like an ongoing problem. It is time to move to Costco.
MOORESVILLE, NORTH CAROLINA -- I have been to the new Sam's club in Mooresville three times already to get a feel to see their attitude, products etc. The samples folks (another company entirely) were awesome. Great personalities, and really created a positive image. The Sam's staff were slow, more concerned about talking amongst themselves than customers (Mooresville-itis) and actually had an arrogant attitude.
The cashiers held up lines to try to sell upgrades on memberships and their food corner (hotdogs, pizza, etc) lacked any quality and the staff just seemed lethargic. I would have hoped to see new products but their grills, clothes, packaged food items were the same old Sam's stuff and at a higher price than other stores in the area. Sorry Sam's you get one star for your gas price and that's it.
TUCSON, ARIZONA -- We have been buying this sausage for years, however this Thanksgiving we were highly disappointed. The sausage was used in our gumbo on Thanksgiving Day, and within 12 minutes after placing the sausage in the gumbo it went flat. It did not, have the very good meaty quality, as many years before. This was more of a grain taste and texture. The problem was even noted by different guest which was disappointing. The other problem was, we could not find the spicy, sausage which was always a credit to your excellent quality.
If the quality of taste and texture are not improved or equal to that of the original, we will no longer purchase this product. We along with our many family and friends will not continue to purchase your lesser product. We had many many friends and family to share in this utterly disappointing sausage. WHAT ON EARTH HAPPENED?