I made a mistake
I made a mistake by dropping my cherry tomatoes. I already had paid for all of my items. I asked a man standing in the back of the store if he worked here he didn’t greet me he just replied yes, then he left. I waited for 20 minutes. Nobody came with my cherry tomatoes so I went to go get them myself. I was pushing a flatbed with $400 groceries I had melting ice and I wasn’t able to get any help. On the way out, I seen the man I had asked for help standing with two other ladies, I took my tomatoes, I went up to him and I let him know that nobody came. I let him know that I had to walk all the way back there and get them myself, and I had ice that was melting. I asked him if he was a manager and his name. He said he was and his name was George. A Lady by the name of Rosi told me the next time I come in I can go to customer service and collect a $10 gift card. All I needed was a little help so that I didn’t have to push all my items to the back of the store to get some new tomatoes. There was no communication just an I’m sorry and it was not genuine. It’s sad when people just become a $. Sams club you have to do better. I can take my business elsewhere. I don’t need your ten dollars but would rather have genuine customer service. Managers should go above and beyond to serve their customers. Today I didn’t experience that.
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Very disappointed in APP
Using the app for delivery to be sent to me is easier due to my disability. However, I ordered what I thought was one order of paper plates. My ouch shut off and rebooted, and came back up and when I got my order, I literally had two cases of plates. It did not give me anything except for a confirmation number. I will take responsibility, but I should’ve confirmed what I had to in my order that said it was already process and billed. So now I have two cases of paper plates and the nearest Sam’s near me is over an hour away. They did the same thing the last time I ordered and had shipped was some bowls and they sent me a whole case of 200 and something bowls in one sleeve. I have enough paper plates and bowls to last me laptop. I am very disappointed the out shut down in the middle of an order and then randomly send you large quantities, it is expensive and very costly someone who watches their pennies. Customer which loved everything about Sam’s is very upset.!! I do not know how much longer I will use this feature of Sam’s ordering or using a Scan & Go in store which is a rare event, now I’m wondering if it’s even worth being a member! Said cheers to Sam’s to a very disappointed and upset consumer
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Technical service; CEO Michael Hiett inefficient
I requested assistance from the Corporate Office and technical department of Sam’s Club. I did not receive any support whatsoever. I poked around my account today and found my old phone number was showing as well as an expired visa card; the one I’ve been using for my purchases. They both needed to be updated. That’s all that needed to be fixed. For the past week, I’ve been unable to place my order simply because of those items needed to be updated on my account. No one helped me fix it; I was unaware that it needed to be fixed. This is a shameful, disgraceful situation for the hellish ways I was treated, which caused me anger, deep grief and frustration for my not being able to place my order… All because of simple fixes that could’ve been done within two minutes, but no one from Sam’s Club cared to delve even into the obvious on my account, to fix the problem. I am still waiting for a substantial compensation from Sam’s Club, Corporate Office, for all that Sam’s Club put me through. The $20 gift card was sent to me by Michael Hiett, to find out if my payment would take using it, along with my credit card. After I made those simple changes on my account today, my credit card and the gift card took. Again, I am still waiting for the substantial compensation from Sam’s Club for all the horrible things that Sam’s Club unnecessarily put me through, which was absolutely no way to treat any customer… Ever!
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Scan N Go
I am using this option since it is available and I really like it. It is fast and convenient. But….. I am having issue from last few times where one of the item’s price not matching between in store and in the app. I have called and showed this to store help and no one understands why it is happening on my app as when they scan on their device or phone it is always match what is on the self but when I scanned same has different and higher price. Customer service in the store says they don’t what to do but if I want to use same price as in the store self then I have to go through checkout line for that item. I said than why someone want to use Scan N Go? They don’t have answer. They said we don’t have anything to do with this app and third party manage this app. That is not the answer customer expect from them. It has happened multiple times where only 1 item has higher price on my phone scanners than in the store. Every time I end up taking out that item as store cannot overwrite or fix the price for me through scan n go app. This is kind of defeating use of this option. It overcharges customer who doesn’t pay attention while using this service.
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purchase different
i've been trying to order a grill for over two weeks for some reason it would not go through. I spent the third time today an 1:22:35 on the phone with the overseas representative first representative, just kept repeating himself over and over and tried to handle it even though we couldn't, and tried to avoid getting a supervisor after that finally, a supervisor got on after I asked for a US supervisor, I still don't with the Philippines, although the supervisor was very patient and tried very hard to help me which in fact, he finally wound up after that time actually assisting me but I was overcharged $100 which then said that he would have to watch the completion of the order and go in and do $100 credit which at this point is fine but it should not have been this difficult to get this done!!!!! I'm a little disappointed that it's not easier to get assistance with the orders I did contact the local store and was given an 888 number to be able to get this done and even after that it was still difficult!! my hopes are that they will have a special department for people with disabilities or people, elderly people who need assistance, placing an order that would be really fantastic not everybody is on the same level with technology.!!! can't wait till my girl gets here. Hope that everything goes smooth with that.!!😊
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So easy
Easy, convenient and makes my life much easier
You’re The BEST!
Two days ago, I placed a grocery order online from a major company(“K”). Thought I could save dollars by shopping using digital coupons and added some regular items. Ohhh! So, items were (since) out of stock - unbeknownst to me. So the 5 required items of each(required), ended up costing me over double the price. Why? Items were substituted which cost over double the price - when other options were surely available. Discovery: The substitutes in your cart is determined by the in store shopper. I reflected on the employees I had observed(while shopping in the store). You could get “mowed” down as they pick your items. Probably due to strict time constraints. The other thing is that they were usually younger people who had the energy to “fly” through the aisles; yet, not have enough knowledge about comparison shopping where economics are concerned. Or are they encouraged by management to just “pick something?”
So, my order ended up almost $30 overpriced. Now, after the time consuming process from choosing items on line and processing my end, I must go back online and see if they will take back the items and refund my $$$. No pun intended: It leaves a bad taste in my mouth and I’m disgusted.
I WISH I had followed my first instincts and ordered from you. Not that mistakes can’t be made. They can. But dang! This was too many and too much!
Thank you for running a professional business! It saves me both time and money.❤️
So, my order ended up almost $30 overpriced. Now, after the time consuming process from choosing items on line and processing my end, I must go back online and see if they will take back the items and refund my $$$. No pun intended: It leaves a bad taste in my mouth and I’m disgusted.
I WISH I had followed my first instincts and ordered from you. Not that mistakes can’t be made. They can. But dang! This was too many and too much!
Thank you for running a professional business! It saves me both time and money.❤️
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Cannot add membership card to Apple Wallet/Cannot use Bonus Cash after membership number was changed
I used to be able to add my membership card to my Apple Wallet. With a recent update, this option was removed. Why?? Please add it back. My membership number was changed in Mar 2023 when my first name was corrected. That started a spiral of frustration for me as I could not use my card at the club and had to get a new one but instead of giving me a new card with my new membership number, I was given a black pre-printed 690 card which does not match my membership account number. Then I had issues with my Bonus Cash account. The credit card that I registered with the Bonus Cash program was linked to my old membership number and now I cannot add the same credit card to my Bonus Cash account. Keeps telling me the credit card is already registered. Contacted customer service and was told they needed a “token” in order to delink my credit card from my old revoked membership account. When I asked what a token was, I was told it will be researched and someone will get in touch with me. That was 27 March 2023. I still have not heard from anyone. Calls and chats with customers went to nowhere. No one at customer service can help me. I cannot use the Bonus Cash program.
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What’s happened?
I loved this app when it first came out. Easy to use, Scan and Go was fantastic, online ordering was a snap.
Lately it’s become almost useless. The last couple of times I’ve been in a store I’ve had trouble with scan and go not letting me check out. So I’m told to go through checkout and scan all my items again. Grrrrr.
Now, at home placing an order to be shipped it freezes up at the checkout page after swiping to pay. I switch devices and try again. Same problem. I finally found a customer service phone number by Googling Sam’s Club (because there wasn’t a phone number on the app that I could find). Lo and behold, I’m pretty sure their customer service is now in a foreign country. After being on hold for 10 minutes I get disconnected. I call back and wait. This time the guy has such an accent I couldn’t understand what he was saying except “sign out and sign back in”. He didn’t seem to understand that my iPad had locked up. I COULDN’T just sign out. I just close the app and reopened it, but that doesn’t fix it. I had to hang up because he was wasting my time.
Sorry SAM’s. I’ve been a loyal member for 40 years. This is about the worst experience I’ve had. PLEASE FIX THE APP AND YOUR. CUSTOMER SERVICE.
Lately it’s become almost useless. The last couple of times I’ve been in a store I’ve had trouble with scan and go not letting me check out. So I’m told to go through checkout and scan all my items again. Grrrrr.
Now, at home placing an order to be shipped it freezes up at the checkout page after swiping to pay. I switch devices and try again. Same problem. I finally found a customer service phone number by Googling Sam’s Club (because there wasn’t a phone number on the app that I could find). Lo and behold, I’m pretty sure their customer service is now in a foreign country. After being on hold for 10 minutes I get disconnected. I call back and wait. This time the guy has such an accent I couldn’t understand what he was saying except “sign out and sign back in”. He didn’t seem to understand that my iPad had locked up. I COULDN’T just sign out. I just close the app and reopened it, but that doesn’t fix it. I had to hang up because he was wasting my time.
Sorry SAM’s. I’ve been a loyal member for 40 years. This is about the worst experience I’ve had. PLEASE FIX THE APP AND YOUR. CUSTOMER SERVICE.
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Voiceover accessibility issues with this app
I am a visually impaired person who relies on voiceover to navigate my screen on the iPhone. While I really love Sams club, I do not like this app at all. It is very frustrating due to all of the scrolling advertisements, carousel promotions and so forth on the app as well as the website. This makes it very difficult for voiceover users when the screen is constantly changing. Thus, one is thrown back to the top of the screen in the middle of their browser. Also, it appears to be rather resource intensive as every time I attempt to use this app and then browsing the various categories unsuccessfully, the phone becomes rather warm which indicates to me that this app is quite heavy on the resources. I suspect this is due to the constant scrolling screen Which is automatically refreshing. The only way to really be able to use this app for us is to know what item it is we want by searching for it. However, it would be nice to be able to browse the categories successfully. Hoping that the developers will do something about this as there are a lot of visually impaired people who shop and rely on the apps such as these to get their groceries and merchandise delivered to their homes. This is an excusable considering there is plenty of resources out there for app developers on making their products accessible and making their app all inclusive to everyone. Again, the accessibility issue is with the app as well as the website.
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