Sam's Club

I was tricked into accepting a pre-approved Sam's Club credit card and my purchase was immediately charged to this new card, all without my permission or acceptance. I tried to get this reversed, but was told that it was impossible as it was all done electronically and their bank had already processed the application and could not stop it, also resulting in a negative inquiry against my credit score. I dealt with 4 staff who worked in the accounting department for over 45 minutes, asking more than once to have a manager assist. Each time I was told the management would not be able to help since they work in accounting and that he would expect them to solve the problem. I asked to have the manager call me but he didn't. I visited the store the following week and asked to see the manager. Again was told he was not in. I left him a personal note to please give me a call regarding the matter but he still has not bothered to call me. Another manager, Josh also asked me to come in and ask for him personally. I did that but was also told he was not in. I also left him a persona message to please call me about the bank transaction. He has not called. All attempts to contact a member of the management team have failed and they refuse to call me to discuss. I am considering legal action since the credit card transaction was done by the employee at the register without my permission and then was unable to reverse, stop, or correct the transactions.

[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]
I was contacted by Haynes on Saturday, January 14.  The resolution is to allow me to reselect furniture for the dollar amount in which I paid for the original furniture.  They gave me 10 days to select.  I went into the store yesterday and due to the sale  advertisement, they were extremely busy.  The salesperson suggested that I come back Wednesday, January 18 so that she can take her time with me.  I will go to Haynes tomorrow and reselect furniture.Thank you for your assistance.

ONLINE ORDER AND DELIVERY WAS A MISERABLE EXPERIENCE. CUSTOMER SERVICE REPS AND SUPERVISORS WERE NOT INTERESTED IN HELPING. ONLINE CUSTOMER SUPPORT REPS REFUSED TO WORK WITH LOCAL STORE MANAGER TRYING TO ASSIST ME.

CONFIRMED DELIVERY DATE PRIOR TO PLACING ORDER. SAMSCLUB.COM DID NOT HONOR DATES AND DO NOT CARE WHEN AND IF ITEMS ARE RECEIVED.

RECEIVED A SURVEY FROM SAMCLUB.COM ABOUT MY EXPERIENCE. I DO NOT EXPECT A RESPONSE. THE IMPRESSION I'VE RECEIVED THUS FAR IS LACK OF CUSTOMER SERVICE; THEY ARE JUST ANOTHER LARGE COMPANY THAT DOES NOT CARE ABOUT CUSTOMERS.

Worst online order customer service I have ever dealt with. Took 23 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 created. I had to call back around 15 times and spend multiple hours on the phone to get my refund.... 23 days after I had made the order!!!! I had to call 3 extra times after they "said" my order was being canceled and I had been issued a refund. I am giving them one more chance to refund before I file a claim. RIDICULOUS!!!!!

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 20 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 10 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 16 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 card. they had no problem with this. the next day my daughter drove 2 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 card. even though the benefits of a plus membership is up to 16 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.

[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected]. Note: I also attached pictures of the damaged drawer that needs to be replaced. 
Regards,
[redacted]

Customer did receive 30% off our every day price.  This was a featured item in the mailer.  The 30% was the advertised price,  we can send him a screen shot of every day price if he needs to see it.  Mailer shows our price and then the 30% off….says take an extra 30% off in red...

and then shows the reduced price in red.

Hello,    I did speak with Mr. [redacted] by phone,  and also corresponded by email.    On Mar 11, 2016, at 7:54 PM, [redacted]Dear Mr. [redacted], I have checked with our Loss Prevention team, and our Billing,...

Collections and Legal team,  and the process is,The copy is taken and attached to the copy of the purchase to prove who took possession of the order.  Those copiesare filed in our building and held for a period of at least 30 days—and are then shredded.To the best of our knowledge it is not illegal to ask for and maintain copies of identification as long as the information isNot being used for illegal purposes, and of course it is not. I thank you for discussing this matter with me.Should you have any questions, please feel free to call me.-----   Mr. [redacted] replied:[redacted] Sent: Friday, March 11, 2016 8:25 PM [redacted] Subject: Re: Customer pick up and your ID Thank you for getting back to me. While it may not be illegal, I still feel that Haynes needs a written policy that can be shared with customers outlining the steps they have in place to safeguard [redacted]. Additionally, it should be disclosed to the customer, how it is secured, how long it is retained, what method of shredding/destruction is utilized and what remedy is offered should a breach of [redacted] occur at a Haynes facility. I know you said Haynes has attorneys, but it does not appear that they are doing a good job IMHO! As a corporate attorney, it just appears that Haynes is not in line with the accepted industry standard of protecting [redacted].In any event, thank you for your response.Respectfully,[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted]
[redacted]

[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Hello, We did send out a technician who looked at the sofas, and did determine it looks exactly as the vendor intended, and also matches the way our floor sample looked.  We can not change the way the vendor made the item-so there is no repair or fix.  This is a very popular item, and good...

seller for our company, and I'm very sorry to hear that Mrs. [redacted] is not happy with this product.  Because there is nothing wrong with the product, we will not authorize a return at this time.   The product is covered under the one year in home service warranty, and if Ms. [redacted] has any problems with it, all she has to do is call customer service and we will send out a technician. I am attaching a picture of the sofa as shown in the customer's home.thank you.

I have been a satisfied customer of Sam's club, in store, for the most part, but when I thought to try online pickup order, I thought it would work out great. Especially being I work in retail myself, I had ordered a cologne for pickup and it had charged my account and sent me my confirmation, so far so good, while I was en route to pick up my order, since I had filed a time of when I wanted to pick it up between 10-11, I chose to be there as soon as I could. As I was driving I received a message that my order was cancelled, I decided to call the store as I was on the way to find out why it was cancelled. I call, tell the operator why I was calling and she goes to transfer me to whomever was in charge of pickup orders. As I'm driving to the store I'm waiting for someone to answer, I get there, 15 minutes later, still on the phone, explain I have been on the phone waiting the whole time, look at their phone board and see the is only 1 call on hold, which was mine, especially since when I hung up the light for it turned off, then they told me to meet the person in charge of order pickup at the pickup register, so I go over, don't have to wait long, she arrives I tell her the issue and I asked why it was cancelled being it was a product that want popular and it didn't make sense for it to be flying off the shelf. We walk to the item to find there are two in stock. Mind you I have already paid for this item online, then I buy it in store, being it is a Christmas gift. All the while I have tried to be understanding because my place of work does online orders and I have worked that department in my store as well and sometimes we just cannot find what someone has ordered. But that day was not the case, now I asked when the money should go back into my account since the order was cancelled, they said it should only take about 3 days, I made the order Saturday night, pickup Sunday morning, today is now Thursday and I have called their corporate office asking when my funds are supposed to go back in and they tell me they haven't charged anything and that my bank is the one that is supposed to release my funds, I have had an issue in the past before trying to find out who is supposed to release funds and my bank told me it is the company's responsibility that I order from to release the funds they have no control over getting my funds back into my account and that I would have to contact the company that charged me, a lady named yessica told me there was no money taken from me and that I have to wait for my bank to give me my money back, I am getting very irritated now and curse a little, being I feel she is treating me like I am stupid. The money says pending and says pending for Sam's online Bentonville AR. I know I am not stupid and they are trying to give me the run around for my funds back and I don't appreciate being treated like I am stupid or that I haven't tried other avenues to solve this issue, some people live paycheck to paycheck and I was trying to do something nice for my significant other,I just didn't realize it would have me broke, I have $6 in my account and the amount that is supposed to be returned to me is $31.98. maybe others have time to wait for their money to return but I have had patience long enough it would only be fair for companies to treat their customers like they matter instead of like a paycheck. Value your job treat others respectfully, realize these are hard times and there are people that truly struggle but are trying to have at least a small Christmas for their families.

Hello,   I am sorry to hear there was confusion on the purchase [redacted] and the advertising of our sale prices.   I did have the sale reviewed, and the order DOES qualify for the advertised prices.  After applying the discounts, the refund or credit back to [redacted]...

would be $775.71 plus tax.   This information has been sent to the store manager at store 102 Haynes in Richmond, [redacted].   If the order is financed, the credit should appear on the finance account.   A note has also been entered into the ticket in case there are any questions.thank you.

[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]@richmond.Revdex.com.org.
Regards,
[redacted]

At the time of the customer's scheduled delivery of a sofa and recliner in March, we discovered that all recliners in our inventory had production issues. We delivered the sofa and refunded the delivery fee to compensate the customer for her inconvenience. It was assumed that we would be able to...

deliver the recliner when the next shipment of recliners arrived at the beginning of May; however, the manufacturer has notified us that their production issues have not been resolved. We are concerned that the delay will be considerable because this merchandise is imported.  We have spoken with the customer to offer a reselection to different merchandise or a full refund.  She has chosen to return the sofa for a refund. We will contact her to schedule a pick up of the sofa to resolve the complaint.

Ms. [redacted] indicated to Revdex.com that she was accepting the offer to have the two bar stools replaced.

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 20-26. FedEx Ground showed that I would get delivery on Friday Jul 22 by end of day-that didn't happen. I got delivery of ONLY box springs Jul 25 @ 4pm. I 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 tracking. I asked for a supervisor and she connected me with Melton (very patient) and I told him what happened. He apologized and said I should get other box tomorrow 7/26. The time frame isn't the biggest issue- it's that the order document doesn't give but one tracking number and says 1 of 1- and that is misleading!

We regret that some merchandise on Ms. J[redacted] order was delayed. Our manufacturer is overseas and while we trust that the estimated arrival dates provided to us are accurate, sometimes delays are inevitable though very unwelcome. We have been advised that the bed is scheduled to be in our...

warehouse by 11/15/17. As soon as it arrives, we will contact Ms. J[redacted] to schedule a convenient delivery date. 
Ms. J[redacted] contacted our Customer Service Department to express concern about a the finishes on a dresser drawer and on a mirror.  A technician was sent to inspect and restore the pieces.  Our customer refused to permit him to restore the dresser drawer so we ordered a replacement drawer; however, the frame on the mirror was not defective. The manufacturer adds distress marks and that is what the customer assumed were flaws in the finish.  The technician darkened the distress marks. We will not be exchanging the mirror.  Customer Service is contacting Ms. J[redacted] to schedule an appointment for the technician to bring the replacement dresser drawer.
We appreciate our customers and apologize for the inconvenience we have caused her.

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. [redacted]'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. [redacted] 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. [redacted]'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 14 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 week. We hoped to compensate  Ms. [redacted]'s frustration with the damaged product by delivering a replacement piece at no charge to her for delivery. We didn't have to do this because the Terms & Conditions contract signed by Ms. [redacted] 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 dock. The policy further states that if there are issues, the customer is responsible for returning the piece to the warehouse.
We are happy that Ms. [redacted] 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 story. Thank you for the opportunity to tell ours.

My name is Chakwela H., I'm filing a Revdex.com Complaint against Sam's Club at [redacted]. Today I went to Sam's Club in Akron, I let them know that I purchased a mini refrigerator a year ago and it's now blowing hot air. At that time I was giving great customer service because not only did the customer service rep search the computer for the receipt for me but she also assured me that I can exchange the item. I asked could someone else exchange it and she said yes as long as they have the receipt that she was given me. I sent my daughter the copy of the receipt as well as a screen shot of my membership Id but when she got there she was turned away telling her the item wasn't even on the receipt, she couldn't exchange an item from that long ago and Kimberly in customer service kept saying over and over oh so it's blowing hot air. I then called and spoke with the customer service rep Kimberly she again told me the item wasn't on the receipt so I told her I had the receipt in my hand and gave her the item as well as the item number. She placed me on hold came back to the line and asked have I tried to call the manufacturer because this has been a long time. I told her no I have been a customer for many years and I spend a lot of money at Sam's club so anytime I have an item that breaks I come back to Sam's Club but Kimberly continued to be smart about it.
I asked to speak with a manager, she placed me on hold came back to the line and said we could possibly work something out but you will need to be here. I am very upset because not only have I been a long time customer, but I spend a lot of money with this business. If this item isn't working and I want to exchange it my daughter shouldn't have been turned away nor should I been on the phone with Kimberly going around and around with rude customer service which seemed as though she was taking it personal. I am requesting that someone listen to the call and I will be sure to let all of the local business along with her friend at the local college that my daughter attends not to go to Sam's Club in Beavercreek.

I went to sam's to buy gas which I do often and after I had paid and was driving home my phone notified me that $100 had been debited from my account and then it notified me again that $21.03 had been debited from Sam's. I called the Sams I had purchased the gas from and asked them what the charge was for and they replied "when you buy gas they automatically put a $100 charge on your debit and hold the money for 72 hours. I asked how that was legal when they also debited me for the gas and they said they do it with everyone. I then called the call center for sam's and they told me the same thing and said that they get multiple calls about this issue. They could not explain why they hold the $100 along with the charge of the gas. I then called corporate headquarters and left a message Monday, Tuesday and Wednesday of this week and no one called me back. The charge did fall off today however I purchased the gas on Saturday. Why would they hold on to $100 of my money for 5 days when they had already deducted the amount of the gas and been paid for it. I would prefer that they give me the gas and I pay 5 days later.