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HENDERSONVILLE NC STORE MAKING UP OWN POLICY
By -

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!

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Rip-Off
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Graduation Cake Disaster
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Rude Behavior From Sam's Employees Toward Regular Customers From The Bakery Department
By -

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.

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Rude Employees/Lying Employees
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Had to Wait in Rain in Line for a Sam's Club Plus Event
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!!!

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Another Cancelled Winning Bid and Order Confirmation
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

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.

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The definition of HORRIBLE customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Sam's Club's negligent packaging and disappointing customer service
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Summary: Two separate porcelain Dinnerware sets arrived broken (shattered) due to grossly negligent packaging, i.e. no padding whatsoever, and no markings (eg: "fragile"/ "handle with care"). Sam's Club did refund the auction price upon return of the items, but refused to refund the shipping on one of the sets, as it was marked by the warehouse as having been returned undamaged. Both sets were not just damaged, they were shattered, and frankly, without any protective padding, it is impossible for these items to make it to anyone's doorstep in one piece. All in all I made six phone calls to get a refund of $10.41 for the shipping, a small amount that nonetheless turned into a matter of principle for me.

At the end of two of these phone calls I was assured that the refund was issued and I should see it in a few days. It never came through (two months after the beginning of this ordeal). Customer service agents and their supervisors were reasonably friendly in tone, but seemed unable and sometimes unwilling to provide help, it was like pulling teeth. I feel so disrespected and violated for indirectly being called a liar based on some log entry that the item was undamaged, and now I'm told I would have to produce visual evidence (pictures) that the items were indeed broken. I'm kicking myself for not taking any pictures when the boxes arrived.

With Sam's Club, customer is definitely NOT king. Several hours of aggravating phone calls, re-explaining everything, being promised one thing, then told another, makes one feel like a character from a Kafka novel, a helpless small character against an impenetrable and dysfunctional machine. I've given up on the small amount they owe me, but I will make damn sure other people will hear about this and know what they might get themselves into. You've been warned.

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Complain and Information
By -

Just wanted to say that I too bid on an item, a Nintendo DS game Scribblenauts, for my Grandson. I won the bid. Instead of getting the email with information saying it's being shipped, it said the order was canceled. I had never had any trouble with this Sam's Auction before until now. I called the "Auction Team" and at first the girl tried to tell me my payment wouldn't process, or my credit card wouldn't go through. I have a very large limit and zero balance and she's trying to tell me it wouldn't go through? Try again! She says, "let me check again," and comes back to say that the order was canceled because they no longer have the product available.

How can a company post something for auction and not have it? I believe the price was too low also, and they didn't want to give it to me. Or why not try and compensate me with another DS game? I asked them if that's one of their ways of doing business and if they treat all their customers like that. I don't get it. It ** me off to think I spent my time and effort to try to Win this bid and they don't have it. Come on! On another note, I want to mention to folks to please, please, look at the estimated shipping amount. All I've ever looked at before was to make sure my bid amount was correct.

I bought the Ceramic Beverage Dispenser - Yellow. It sells at Sam's Club for $19.99. I won the bid (they have so many) for $1.00. Shipping for this product is/was $60.00. When they sent the email to say they were shipping it, it had the total on the bottom. I saw it said $60.00. I thought it was an error so I went to the auction page and found one to bid on, just to check the estimated shipping, and it showed $59 and some change. So please, be extra careful. I see on the page right now someone is bidding and the price is $20 for one and the other that hasn't closed is $10. IT'S NOT WORTH IT!! This is one product I won't be telling my husband about.

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1.7 out of 5, based on 24 ratings and
49 reviews & complaints.
Contact Information:
Sam's Club
2101 S.E. Simple Savings Drive
Bentonville, AR 72716-0745
888-746-7726 (ph)
www.samsclub.com
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