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The manager proceed to inform me that my warranty was no longer valid including my extended warranty which I had purchased and that he would have to call the manufacturer to determine what he could do for me.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.
HILTON HEAD, SOUTH CAROLINA -- Sam's Club requires a physical presence at the store in order to redeem rewards. Of my many airline, store and other rewards cards, SAM'S IS UNIQUE in requiring a physical presence. There is no reason for requiring this. I just want the rewards as a credit to my card account. Every other card allows this. I wrote to SAM'S, but just got back a standard response of No. Last year when I redeemed my rewards, there were long lines at the store. This year, those are dangerous. I consider SAM'S POLICY a threat to national health, and since we are seniors, a threat to our health.
First time I had a problem, auction item was advertised as 4 chairs. I only received 1. When I called, they said that's what I bid on because there was only a picture of 1 chair, even though the description clearly said 4. Second time, I called because the Title and picture were a Kitchenaid mixer. The Description was of a mixer attachment said. I was told I would get both. I only received the mixer. When I called, they were unwilling to fix their problem. Twice, I won auctions, my card was charged, but I never received the items. I had to call to get my money refunded. I think they have intentionally deceiving auction items.
WHEATFIELD, NEW YORK -- In short, Sam's Club has failed to honor their online iPhone 8 promotion where upon activation the consumer will receive 150 gift card. I purchased the phone over 2 months ago and have been trying to receive this gift card from Sam's Club online. Over 8 phone calls later, I have written a letter to their executive team, posted on every social media site to warn consumers of this scam - all in an attempt to have Sam's Club do the right thing and honor their promotion. A large corporation such as them should be ashamed of themselves - if I can stop another consumer from going through the wasted time of making a purchase through Sam's Club online then maybe all this will be worth it. Do the right thing Sam's Club and honor your promotion!
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.
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.
SAN ANTONIO, TEXAS -- After I got an email saying my bid had won For a Maytag steam iron in the Sam's Club auction the next day I got an email saying they had canceled my order for the iron because they were out of stock on the iron the day I bid on it. That day there was 3 irons - one green, blue, gray. The one I won was blue. It also says my bid is a binding contract. I guess it not a binding contract for Sams Club.
ALBANY, GEORGIA -- We purchase meat with expiration date MAY 15. Started to cook today. Was spoiled and the smell was terrible. Contacted Sam's. Said, 'Can't do anything.' Ask, 'How come spoiled so quick.' They it happens. I wonder if they are bleaching the old meat (pork). Bought my last meat there. My family's health is more important. Purchase date of meat was May 9. It was stored properly.
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.
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.