SEEKONK, MASSACHUSETTS -- In April,08 I returned to Sam's Club located in Seekonk, Massachusetts to have my tires rotated and to repair a pending flat tire (a screw embedded itself in my tire) under warranty. The tire is on a 1993 4WD pickup. Here is the short version of my complaint.
Sam's Club tire center agreed the tire that has been damaged by a screw was unrepairable because the screw was in the sidewall and I was entitled to a new prorated tire under the warranty. The damaged tire was on the right front of my truck. Sam's Club said the new replacement tire has a tread depth of 16/32 of an inch, and the undamaged left front tire the has 6/32 of an inch remaining. Therefore, it is against their policy to have two tires on the same axle that have more than a 5/32 of an inch difference. They would not replace the damaged tire unless I bought a new tire for the left side too.
As far as I was concerned the left front tire had much useful life left. This tire is legal in Massachusetts until it goes below 3/32 of tire tread depth. I asked the tire person to produce this policy and more importantly show me where it states this in the tire warranty. He could not. He could only say it was because the tire is on a 4WD and that mechanism could be damaged. I asked to see the manager. A female manager appeared and I told her I disagreed and only wanted one tire replaced under warranty. She would not allow this.
I then asked her to prorate the undamaged tire and if they would allow me this credit on the undamaged tire I would buy the second tire. She agreed. I left the garage and went into the store and got the 2 new tires off the rack. As I proceeded to the register to pay I was approached by this same female manager. She said after further conferring with the tire installer I would have to purchase two more tires for the rear of the truck because they measured 7/32 in depth and once the two new tires were installed on the front that measured 16/32 there was now a difference of more that 5/32 between the front tires and rear tires which is against there policy.
She further said it was for my own safety. The tire person added it was because the truck was a four wheel drive and again the mechanism could be damaged. I told him that might apply to newer models that are full time computer controlled 4WD vehicles but not my 15 year old truck. I said I would not buy another two tires
especially since the rear tires have just under half their tread left on them. I asked to speak to the store manager and this female manager said there is no one who will over rule me on this matter.
The manager then said I could buy the two tires and take them from the store and have them installed elsewhere but not at Sam's. I then said "So I guess my safety is not really your concern after all!!!" I left the store with a screw still in my tire. I went to another tire dealer and had no problem replacing the damaged tire. So, keep this hassle and ploy by Sam's Club in mind when deciding to purchase a tire or a set of tires.
Your warranty turns out to be more comprehensive than you can imagine. I feel Sam's Club implements policies to make more sales for them, as you can see from my experience. I intend to file a complaint with the BBB to recover my monetary loss on the damaged tire they refuse to warranty.
PLEASE BE ADVISED THAT THE BELOW ARE SHARED SENTIMENTS BY OTHERS. Referring to my Sam's Card I called your number and was advised, it is no longer in service and the email is no good also. What is going on? My name is ** and I am a Sam's Club member for more than a decade since residing in Georgia prior to relocating from Philly. I reside at **. My Landline: **. I patronize the Sam's on Jimmy Carter Blvd, near Interstate I-20, below Lawrenceville Hgwy.
Please take into account the below and know that these suggestions represent dozens if not hundreds of Sam's Store's customers. If need be I will have them submit the attached suggestions. Your Suggestion Box in the store with cards is not working. Step up your game.
Sam's Club need to erect an overhead (canopy) cover or rain shield so that customers like myself after parking do not have to walk in the rain between the entry door and exit door.
In the Store at the Food Court, improvements are critically needed. Too often we as customers are told we need to wait 10 minutes for hot dogs to cook. This is ridiculous. Do some research, check with Wendy's, sell sandwiches with lettuce and tomato and a sauce, Be competitive at the Food Court. Servers need to be more organized, aware as I am that the demand for after church groups and others on Sundays and on other days want prompt service; there is no excuse for not better planning to have cooked hot dogs, pretzels ready etc.
Cashiers are too slow moving customers through. Sam's need hand-carry baskets for customers shopping for a few items. The Sam's Club stores are overdue for this accommodation. Everyone does not buy on each visit in bulk, duh. Some only want a few items.
At the Gas pumps, too often the receipt machine runs out of paper; this in inexcusable.
At the pump, you need paper towels, water and squeezie handheld tool for customers. You used to have this for your customers convenience.
Sam's need to step up its game with gas pricing and post prices near the entry street. The QT Gas Station nearby is often cheaper than Sam's - too often. At Kroger, you get gas price discounts and the price is lower than Sam's which is inexcusable taking into account that Sam's Club members are bulk purchasers and deserve a lower competitive price when we gas up at Sam's.
At the Service counter finally improved with new counters, you need to upgrade your computers, get rid of the old outdated Monitors and CPU's to improve efficiency. The quality of ID photos on the member's cards need to be improved.
Most importantly, Sam's must recognize that you need to have special or discount cards etc so that you are competitive with other wholesalers/retailers (like BJ). Remember, everyone does not need to purchase in bulk and some look for deals. Sam's, consider selling cakes with chocolate on 1/2 and lemon on one 1/2. It makes sense. When you post buy two (muffins) for the price of one, you must cut in half the price if one is purchased. Sam's does not do this which is outrageous. You are a part of Wal-Mart and you need to step up your game.
Are you aware that sometimes you get better pricing at Wal-Mart than at Sam's in many cases? Have your people check this out. Presently, I know of say 100 or more individuals who share the concerns I have raised and I suggest you give priority to these concerns. I look forward to your reply or you can call me. You have my address and other contact information. I AWAIT YOUR REPLY.
HENDERSONVILLE NC, NORTH CAROLINA -- FEB 2011 HENDERSONVILLE NC SAM'S CLUB Store in direct violation of Sam's Club corporate, and in-store posted return policy. Keep in mind in my case I was trying to take back a box of rolled oats and a bag of walnuts, both unopened in the original condition as if it had never left store with original receipt being returned within one week of purchasing items. All Sam's Club stores have the same return policy. It's adhered to the customer service desk countertop facing the customer, including Hendersonville NC when this incident happened. Read full policy for yourselves, but for my purpose I will concentrate on my particular return.
ONLINE POLICY - Quote from Sam's Club Website: “We want you to be 100% satisfied, so we offer a 100% guarantee on merchandise and membership. We will refund purchases in full with a receipt. Click here to view our Return/Refund exceptions. (MY NOTE: Exception include cell phones, tv's, electronics, refrigerators – they take them back, it's just a different policy for items like that.)
No Receipt or Proof of Purchase Required: 200% guarantee on fresh products such as meat, bakery or produce, double the money back OR refund of the original purchase price and replacement of the item. The 200% guarantee applies only to paid Members with Sam's Club. It does not apply to one-day or other passes.”
I called Hendersonville Sam's Club before driving there to ask a question. Person asked me "What items?" I explained condition of products, receipt, a week after purchase. She told me food is non-returnable per manager!
When I went into the store the greeter/card checker told me very firmly,”They're not going to take those back.” I proceeded to customer service desk.
Examples of what the clerk said to me included: “[insert store manager's name] has worked in states here. It is a state law that if any food is purchased and has left the club it's non-returnable. It's a state law in S.C. not to accept any returns on food, and they don't have problems with people tainting food”, and she also stated “There's LOT'S of Sam's Club's out there you can't return food items because it's a state law”, and my favorite,” There are lots of great organizations out there you could donate the items to!”
I spent over eleven minutes at customer service trying to do a simple return and having to listen to this clerk and another chiming in to explain why this rule of theirs is a benefit for me. (On Sam's Club website, the return policy on alcohol is dictating the by state.) After I left the store I called nine S.C. stores to check the remark about ‘S.C. state law preventing stores from taking back any food item once it leaves the store'. All nine stores stated there is no law in S.C. preventing returns of food. All of the stores said they would happily take back my return, no questions asked.
One of the stores told me that's what I should EXPECT at the Hendersonville N.C. Sam's Club as well: no hassle.
When I went in to return my items at Hendersonville NC's Sam's Club the return took over eleven minutes and seven minutes of that was her arguing with me. I recorded it because I knew from speaking to 3 different people at the store I was in for a real fight. They told me they would give me the refund, but they would have to make a note in my Sam's Club account that I was informed about the ‘new policy' and there wouldn't be any other food returns after today.” Sam's Club stores don't make their own policy up as they go along.
You can call any Sam's Club and it's the same policy everywhere regarding groceries. I've called several states and have yet to find a state law that supersedes Sam's Club's return policy. This is second run-in I had with HENDERSONVILLE NC STORE: Paid cash (with parent who stood there to get picture taken for their own card issued after other parent, who had the second card on the account, died) and that person obviously pocketed my money and didn't record it so cash-out at end of day would not be off. Did finally reinstate membership. Now this!
TEXAS -- I have become hooked on the Sam's club auction site. I found some pretty good deals on occasion. Recently I made a bid on a Samsung 55 inch TV. I watched it for a few hours and happily ended up winning the bid. I received a confirmation by email of my order. My next email from Sam's the following day was to say that they were sorry but did not have the TV! What a rip off. How can they put an item up for bid and not even have it??? I'm closing my account.
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.
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.
CARY, NORTH CAROLINA -- I usually get some bakery items from Sam's Club on a daily basis. They usually remind you to pick up your items if you forget to or if you are late. I was late this one time and they did not call me. I went in the next day to pick up my item and the employee at the bakery department rudely yelled at me about being there on time or they put your items on the shelves. Since my orders are different then they make regularly, they usually save the item for me or call me to remind me that I need to pick my order up. I got my item from the shelf and bought it.
The next time I had to place the same order again I called the bakery department and the same employee that was very rude picked up. As I started placing my order, she rudely interrupted and yelled at me and said "My manager told me that if you won't pick up your item the next we will put your item on the shelf always because you always do that!"
I have only been late ONCE about picking up my order so not ALWAYS. Second, they usually call the customer to remind them about the order but they did not and instead spread the rumor among the other staff members that I never pick up my order after placing it. This is not true at all. They need to learn how to talk to their customers and not blame them falsely without any reason.
I went to pick up my order the next day. My order was supposed to be ready at 10:00 am. I arrived there at 9:45 am. Another customer was also there and she too had placed an order to be ready around the same time. But neither of our orders were ready. After waiting for 45 minutes and finally receiving my order I came to realize that they were still warm, even though they were covered with the plastic. You could see the moisture in the plastic covering them. At the cash register, the cashier realized that too and said "Oh these are warm". Went I opened the package, I had never seen such worse muffins from Sam's club. They were as hard as rock.
I think the bakery department needs to get more training on how to behave with a customer and they need a lot of manners especially that one girl who yells at her customers and spreads around false accusations. I was a regular customer and went there at least thrice a week but now after this horrible experience I am thinking about whether or not to renew my membership or go back there again.
ANCHORAGE, ALASKA -- I had been to Walmart numerous times this summer and each time they pushed to get me to sign up for a Sam's club membership. I finally gave in and was talked into a plus membership with the promise of special deals, early and late shopping events with great deals for Plus members that they appreciate. We were notified of a special event on 18 Aug between 7 and 9 PM. We arrived at 7:30 PM and expected to enter and see what specials they have. As we walked toward the door we saw a line of 30-50 people waiting to get into the store. It was lightly raining.
The store was letting 15 people at a time enter the store. When I asked why we were waiting outside in the rain to get to a special event when we had paid extra for a plus membership. I talked to a lady who had come out to talk to customers waiting and she said they couldn't let everyone in at once because they were not staffed to do so. I then asked to talk to a manager - a man she identified as **. When I asked him why we were waiting in line in the rain to get in to a special event he indicated that everyone was waiting not just me - that was not the question I wanted answered.
As we spoke his voice was raised and I matched his volume level with my own. I finally asked for my membership dues back and he said after everyone was let in and taken care of then he would take care of me. I then asked him to re-affirm he said I just had to wait until everyone else was taken care of and he said "Yes" - his entire staff is there to take care of members. I reminded him I still am a member and showed him my card.** was rude and condescending. If this is how Sam's Club treats their Plus members I don't want to know how they treat regular customers or employees.
I thought a Plus membership meant I was going to be one of Sam's elite members but instead was treated worse than I have ever been treated by any retailer or wholesale organization. I left the store because I wasn't about to stand around in the rain to spend money at a store and I will return and ask for my membership refund - I hope Sam's honors that!!!!
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.
ROBINSON, PENNSYLVANIA -- I would just like to start off by saying that I have NEVER in my entire life experienced customer service that was anywhere close to as terrible and harassing as I had received earlier today. I entered the store to return a wireless headset that I paid about $50.00 for and went to the customer service area. A lady (very slang talking) looked at my item and immediately brushed me off and said it probably couldn't be returned without a receipt.
I understand that there are restrictions to returns but I would expect them to assist someone such as myself with this issue when I paid $100.00 for a membership, spend $1,000's of dollars on food and electronics, and bring my family members along to buy and support your products.The only place that I shop is Sam's Club and I've always been a huge fan of the store but the one time that I have a problem with one of your products (have never returned an item before) the company turns their back on me like I'm a nobody.
I work for one of the largest pharmaceutical companies in the world and my boss would NEVER tolerate such poor behavior that was laid upon me today. The lady then said "go look for a different one while I see if this can even be returned." I went to the electronics area to check on a replacement only to return and overhear the manager and representatives snickering about my stupidity for what I was trying to do. The store manager looked at me and immediately said "this thing is beat on, you didn't buy this one week ago." That is when I became angry and told her it was the design of the product and don't appreciate being called a liar.
She immediately responded by saying "Don't you dare get an attitude with me," then went to look at the other microphones to validate my statements. She returned a few moments later only to state "my mistake I am not familiar with technology."
If something is not done about this then I can assure you (even though 1 customer doesn't matter to a company as huge as yours) that I will NEVER shop at Sam's Club again and will be sure to pass my experience along to my co-workers, friends, and family to ensure that they never give your company the chance to treat them like animals as was done to me. I deal with ** on the phone and in person 8 hours per day and the last thing I need is more of that after I get off of work.