Sam's Club

I won an auction from Sam's Club, and as usual they were unable to receive payment for the auction and sent me an email to contact them I have had the same problem paying for membership renewals also after doing some research I found out that my Sam's club credit card was not linked to my Sam's club account, so I entered the proper information and deleted all the other credit cards listed on my account, I then tried to call the number listed in the email and was immediately disconnected so I used their incident report form from the website to ask them to resubmit the charges After about minutes I got a reply that explained how to register and bid on an auction and my report was labelled resolved (the subject was clearly labeled "problems paying for auction" [Incident # [redacted] ] The next day I called the number again, twice I had to explain that I wasn't canceling my bids, that I was trying to pay for my winning auction, and then finally I was asked to hold, after about minutes I got a dial tone I then called back and after going through all the prompts again I finally got a person and said I needed to pay for an action, I heard a click and immediately got the dial tone again I also have have a complaint about my membership benefits, if you go to your account page and try to renew your membership they try to sell you their plus membership for $100, I read through the benefits and decided to do it, the last item on the list clearly states you can have up to cards on your account some time ago I customer service and gave them the information to add my daughter to my account so she could go in there on her own and get a cardthey had no problem with this the next day my daughter drove hours to come down here and go to Sam's Club to get her membership card, she was told that I'm only allowed one family card and she would have to pay for her own membership, I then called the store and was also told I was only allowed one extra cardeven though the benefits of a plus membership is up to cards This company obviously has no concerns about how they treat people, and there's no way to contact them to try and resolve issues

Dear [redacted] :When Customer contacted me in regards to the problem described in the letter, he explained that right after he assembled the bike, he wanted to use it, but both of the pedals came offHe did mention that once the pedals came off, he noticed the threads on both, the crank arms and pedals were damaged and requested replacement parts from us.There are only to causes for the pedals to come off the crank arms, one has to do with an installation error and the other one has to do with lack of maintenance.During installation, if assembler installs the pedals in an angle, he will notice they feel a little tight and if he continues the threads of the crank arms and pedals will get damageThis will cause a problem immediately after the installation.With the time and use, the pedals will get loose, so as part of the maintenance process, we recommend inspecting the pedals periodically to ensure they are tightIf the bike is used while the pedals are loose, the threads on both, pedals and crank arms will get damaged and pedals will come out.| explained customer that our warranty covers manufactory defects only and not consequential damages, based on the description of the problem, this was related to installation error which we don't cover under our warranty policy.Attached is a copy of our warranty schedule for reference.If you have any questions don't hesitate to call me or email me back.Sincerely, [redacted] Product Support Manager Hoist Fitness Systems [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below There was no resolution to the issue as presented by Haynes.First, I would prefer if Haynes STOPPED copying and maintaining customers drivers license.Second, I would like a copy of Haynes written policy of safeguarding ***, to include how the [redacted] is stored, protected and a detailed method as to how it is destroyed.ThirdI would like to see Haynes written policy as to how they remedy a breach of [redacted] in the event of identity theft that originated at Haynes.Fourth, I would like to know what Haynes written policy is for liquidated damages should a customer suffer an identity theft that originated at Haynes.Fifth, I believe that all of my requested information be posted and available on their web site and made available to the general public Regards, [redacted]

There is some misunderstanding The customer was offered to pick out something else, OR, get a refund by returning the merchandise The set (table and chairs and a dinning server) with tax is $ [redacted] , including delivery If the customer wanted to return individual items, they are priced as follows: table [redacted] , side chair $ [redacted] each, arm chair $ [redacted] and the server $ [redacted] , plus tax and a portion of the delivery fee If the entire set were to be returned, the total refund would be the amount showing on the sales ticket $ [redacted] We certainly can not give money back without return of the goods The table did not even retail at ***.**, so we certainly would not be able to give the customer more than the value of that table.Our offer still stands If the customer would like to reselect, we will extend the offer for two more weeks., If the customer would like to return the set, we can also do that for the refund amount above.The customer was quoted a return price for the table and chairs only The table and chairs are $ [redacted] plus tax and delivery, aprox $ [redacted] Again, we can not refund the amount of the table and chairs without the return of them In turn, we would send them back to the vendor for our refund.thank you

Hello, We currently have an open service ticket for this customer Initially, the customer called in requesting we allow a return on the chair because it is too large for the room We do not allow returns due to preference The customer asked to speak to a manager about a return stating that we should make an exception because his daughter was in [redacted] and because the chair it too large for them The customer also said there seemed to be a problem with the back cushion, so we should take it back because of that.A manager did speak with the customer and explained that we don't allow returns or exchanges due to size or customer preference, however we do service what we sell on most items We did request photos The chair appears standard, but we sent a technician out to the home anyway The customer told the technician that they were unhappy with the back of the chair and the front of the back cushion The technician did make adjustments to the back cushion to please the customer, however the condition of the cushion is standard and the chair looks like our floor model Please see photos attached The first photo is from the day of delivery The second photo is a photo of our floor sample, taken today The photos after that are the chair in the customer's home.After the technician visit, the customer reported that the seat cushion is sagging We asked for photos The seat cushion looks standard with wear and tear, however, the photos were sent to the vendor with a request to send the foam core and we would replace the core for the customer The vendor has agreed to send the core directly to the customer As of today they have given an ETA of Dec 11th, 2016.As soon as the customer has the core, we will send out our technician to install it in the chair, however, the new core will wear as any foam core cushion will do The cushion will be depressed after someone has been sitting in the chair This is normal.Thank you

Worst online order customer service I have ever dealt withTook days to get my online order canceled that they said had shipped but when I went to fedex, it only showed a label had been createdI had to call back around times and spend multiple hours on the phone to get my refunddays after I had made the order!!!! I had to call extra times after they "said" my order was being canceled and I had been issued a refundI am giving them one more chance to refund before I file a claimRIDICULOUS!!!!!

We are sorry to hear that Mrs*** feels we did not address her complaint. I have pulled the file, and have included photos. report from the file:8/19/14- Merchandise delivered with no issues. Four months later, it is recorded on 12/18/14,
Mrs*** called in to advise that she scratched and tore a spot in the top of the recliner with her ring and she is disappointed in the quality of the leather. This type of damage is customer caused, and not a vendor defect. A claim was also filed with Uniters, but was denied. As a courtesywe paid for a leather technician to restore the damages caused by MrsMorand. On 1/31/a follow up call was made to Mrs*** to confirm the work was done, and Mrs said she was happy with the work. The service order was closed. Nine months later it is recorded on 9/15/Mrs*** called and said her ring scratched off the color again and claimed that this can not be 100% leather. The rep explained to Mrsthat even 100% leather can be scratched, and can be cut, depending on what was used to do the damage. Scratches on leather are not a defect. We can not send out another technician. thank you

The approval for reselect must come from the store, and this was explained to the guest. Customer service Reps have been acting as an advocate for this guest, to the store to obtain approval for the request to return and reselect. (Customer service can not approve
as the request fell outside the Customer Service guidelines.)There was a delay in response from the store, as they have experienced a major power outage. Customer Service Rep Kevin has been in touch with this guest and assured her that he would get approval, and has also entered a ticket into the system for her, as the store is currently unable to do so. thank you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]i will consider the complaint closed and satisfied after I received delivery of a new un damaged sofa and Return of the damaged sofa on sat July 1, per Kevin,at no cost to meI will notify the Revdex.com after this has been done to my satisfaction
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The ad is still misleading. The top of the ad states One dayBetter than Black Friday. Wednesday, November 25th. Thanksgiving for Preferred Customers. The chair states $with a retail of $1,000; Wednesday an extra $off. It still provides the assumption that the chair has an additional $off of the $
Regards,
*** ***

1, very bad system, store management ,keep me waiting
2, very bad phone call support, slow
Ordered online and paid for itIt's my first online order since registered as new member last weekThere are items for new member discount, and I'm just planning to pick up quick and go back to workWhen I'm at the store, I waited minutes to get the items ready , and then another minutes just for printing the receiptAnd at last I was told it's not paid, and I have to pay againAnd the old gentle man even tell me it's like rental carSince when order food online and pick up is like car rental? I've already got the receipt and confirmation for my payment a day before
Then I have to pay for the item again and leave and found out the new payment didn't included my new member discount
Then I call the number customer service, before I can finishing describing what had happened, the lady hung up on meAnd I called again for another minutes to see what really had happened
Finally I was told I have to go back there to talk to the slow store staff to solve the problemprobably will be another hours I guess
It's Sam's Club's system's error and makes me pay more than I should, and spend more time than I expectedSam's should solve it for me, not I go there and solve itAnd Sams' should compensate for my lost time

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***@richmond.Revdex.com.org
Regards,
*** ***

Order number is *** delivered on 11/16/15. At the time of delivery, our driver called in to report that there was a scratch on the table top near the lazy susan and a ladder back chair had scratches. Customer requested a service tech to restoreService order ***
was opened on 11/16/and our Rep *** confirmed with Ms *** a tech would be out to restore on 11/21/15.11/20/15- 321pm Ms*** called in and reported to Rep *** that she felt the merchandise was not the quality she was looking for and she requested to cancel the service appointment and asked that we pick up the merchandise and refund her money. Ms *** was given that option on the day of delivery, and we do not sell furniture on approval. The file had to be reviewed by a service manager.11/20/15 - 338pm A person identifying herself as the daughter of Ms*** called in stating that her mother would like to return the table set and she was informed that the file was under review by a manager and someone would get back to Ms*** shortly.11/20/15 350pm Rep *** called back and Ms***'s daughter answered. *** explained that we service what we sell, and we do not sell on approval. She also explained that the furniture could have been refused at the time of delivery, however Ms*** asked for restoration. Ms***'s daughter explained that she could see more damages. *** asked for pictures so a manager could review.11/20/15 416pm rep *** left a voice mail to the ***s to let them know the email was unsuccessful and to please call back in.11/20/15 646pm Ms***'s daughter called back in and ask if we could authorize an exchange. The service department manager approved that request. The service appointment was cancelled, and exchange ticket 102LVJwas scheduled for 11/22 to exchange the table and one chair. 11/22/15 The delivery driver called in to report the customer was not happy with the replacement table or the chair. Customer said the table had a scratch on the leg and the chair was wobbly. Customer refused service. Customer was told she would be followed up with tomorrow. Ms*** reported that the delivery team left a drill in the home also.11/23/15 When the merchandise was checked back in to our warehouse, the inspector reported that the chair was standard, and not wobbly (could have been Ms***'s floor). The table was found to have no scratch, but there was a mark on the leg-however the mark in the wood was a vendor marking under the finish and considered standard.11/24/15 Rep Sarah and *** have called to speak to Ms***, but they are speaking with her daughter because we were informed that Mrs*** is in the hospital and that is why her daughter is assisting her Mother with this order. Her daughter has asked that we take the rest of the set back and refund her Mother. We have keyed in return tickets to pick up the rest and we are scheduled for 11/to go back out to the home to pick up the rest of the chairs.If there is something else we are suppose to do, Ms*** or her daughter need to please call us again and let us know what they need assistance with and we will be happy to assist.I will have *** call the *** home today and ask if there is something else they need to be done for this order. thank you

Hello, We have talked to Mr***, and on his order at the time of purchase he lived in our local area. The address on his ticket is *** *** *** *** *** Va. 23112.Apparently Mr*** has moved or made the purchase for another address. We would
have no way of knowing where he would be taking the merchandise, but where he has it now, is outside of our local and out of town delivery and service zone. We did explain that where he lives is not in our service area. *** *** did return his call, and we do not have any other calls showing for her from Mr***, but *** *** will be glad to call him again. If the issue is something small, like a cushion problem or a leg that needs to be replaced, we would be happy to part order and mail it out if that will take care of the problem.We can also look at the pictures (if he sent any in) and send them to the vendor and see what they say about whatever the issues are. If he has not sent us pictures, we will ask him to send us some so we can see what can be done to assist him.thank you

I ordered mattress/box spring set on July 16th and was originally provided ONE FedEx tracking number that said there would be two pieces with that shipment - delivery date between July 20-FedEx Ground showed that I would get delivery on Friday Jul by end of day-that didn't happenI got delivery of ONLY box springs Jul @ 4pmI called Sams and was hung up on by a man named Dominick - I called back and spoke with Lauren (she was very helpful and courteous) she connected me with Kierra (who was professional and kind) but she told me that it isn't customary that Sams would inform customers that there is more than one shipment- and she gave me the other FedEx tracking number that I will now begin trackingI asked for a supervisor and she connected me with Melton (very patient) and I told him what happenedHe apologized and said I should get other box tomorrow 7/The time frame isn't the biggest issue- it's that the order document doesn't give but one tracking number and says of 1- and that is misleading!

[A default letter is provided here which indicates your acceptance of the business's
offer. If you wish, you may update it before sending it.]
Revdex.com: Haynes did exchange the box spring on April and everything is good
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

The 50% off was on specific items located and displayed throughout our store When we advertise percentages off, usually this is referring to the discount off of the compare to price at other stores, rather than our regular price. In order to resolve any confusion, 1.) We have a
price guarantee (days) if her previous purchased item was discounted further since she made her purchase; 2.) The promotion here was intending to show our discounts off other stores’ prices, and the reductions were not on every item in the store; but were for items displayed throughout the showroom 3.) We included giveaways and other prizes as shown below as long as the purchase met the minimum requirements; 4.) Our promotions are meant to be timely and not apply towards previous purchases, but we will reasonably accommodate our customers with our price guarantee. 5) Our advertisements also say SEE STORE FOR DETAILS. thank you

We realize it is an inconvenience to customers to provide photos of reported damage to merchandise which the customer has picked up from the warehouse and transported home. Most of the time it can be determined if the damage is vendor related or caused by customer mishandling during transit
from our warehouse to the customer's home. In Ms***'s case, we were unable to say when the damage occurred. Because we could not be sure, of course we found in favor of our customer Ms*** was kind enough to provide photos to us but we were unable to contact her from the outset because the telephone number on the sales order had been disconnected. It is frustrating for us to be unable to contact a customer due to misinformation especially since her sales order ticket was reviewed and signed by her at time of purchase. All incoming and outgoing calls from Customer Service are recorded. We did not receive Ms***'s correct telephone number from her- it was reported to us by the manager of the business office at our store
Our customer service department handles inquiries from stores nationwide and, while we never like to keep a customer waiting, the volume of calls tends to be high especially at certain times of day and days of the weekWe hoped to compensate Ms***'s frustration with the damaged product by delivering a replacement piece at no charge to her for deliveryWe didn't have to do this because the Terms & Conditions contract signed by Ms*** at time of purchase clearly states that the customer assumes responsibility for the condition of the product. Customers are invited if not urged to inspect the merchandise before signing for it and leaving the loading dockThe policy further states that if there are issues, the customer is responsible for returning the piece to the warehouse
We are happy that Ms*** has her console but regret that she is upset with us; however, it is important to remember that there are indeed two sides to every storyThank you for the opportunity to tell ours

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I am disappointed that you chose not to admit your lack of customer serviceWe have our updated phone number at the time of our purchase when the sales person asked us to verifyWhen I sent the pics in you should have had the correct number so do not say that this was my fault that guy were not able to reach meWe wear never told about any policy regarding damaged items and that we would be expected to send pics, I discovered this on my own inquiry when calling about the damaged item that we did not causeWe were not asked to inspect the console before we loaded it at the dock because it was still in the boxWe had no way of inspecting it, but had we been advised to we most certainly would haveThis information could have avoided all this aggravationYou mentioned that all phone calls were recorded then listen to them and hear when I repeatedly give my contact information again and againYou had zero excuse not to follow up with meThen listen to the recordings when you tell me you will call me back and no one ever didI had to continue to track your company’s customer service reps and insist on a resolutionYou are correct that there are two sides to every story and your side is an insult to your customer and does not demonstrate good faith practices for businessYou will never have to worry about getting more money from meYou have lost me and my family and friends as potential customers for the future l

my order sat in the store for two weeks with no notification that it was availableI called themafter I finally got thruit took them literally five minutes to answer the phonethey told me they called a number that was outdated (five years) to notify me when they learned the number they called was no longer in service; they didn't bother to look on the order form for an email address and valid number, they just let it sit there with no further effort to contact meI gave a valid phone number and email address with this $order! customer service is non existent