Sam's Club

I had an issue with Sams Customer service . I had an upgrade and changed my mind back to a downgrade which resulted in a refund of 12.00. This never happened. After several complaints Sanika offered a 25.00 gift certificate that never happened. I finally went to your West rd 7950 fm 1960 store seeking restitution. Talked to Jared and Carmelia and was treated poorly. They finally gave me the refund and 25.00 Gift certificate. The experience has been horrible. I have never been treated so poorly over such a small amount on money. It could have been avoided with just a small amount of customer compassion.

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 6 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 [redacted].**, 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.

We regret that Mrs. [redacted] is distressed about the mechanism on her recliner.  As consumers we can all identify with the frustration that results when a mechanical part breaks.  The manufacturer of the grouping purchased by our customer has provided a replacement mechanism...

and will underwrite the cost of installation by a factory trained service technician to restore the recliner to manufacturer standard. In fact, shipping records indicate the part was delivered to Mrs. [redacted] on March 6. We have contacted her and provided a tentative date for service. We requested that she return our call to confirm that this is a convenient date.
 Customer Service is here to facilitate the vendor's warranty and act as our customer's advocate. It is distressing for us to be advised that a customer has contacted us but has not received a response. Our telephone system records all incoming and outgoing calls. There were no calls placed to Customer Service on March 6 or on March 13 from Mrs. [redacted]'s telephone number.
Haynes Furniture services what it sells.  It is not possible to authorize a return of Mrs. [redacted]'s for a refund.

We do agree that the order that went out the first time, and was refused by Ms. [redacted].  She reported that it was not the set she wanted.   The set she wanted was available, but there was a large price difference.   The floor sample was marked correctly, and it was...

discovered that the sales person made an error when placing the order.    The store manager did work with Ms. [redacted] to resolve the issue, and the ticket was rewritten for the set Ms. [redacted] said she wanted.   The store manager thought the matter was taken care of, until Ms. [redacted] posted negative remarks on facebook saying she was not happy.The store manager immediately looked up the order, and contacted Ms. [redacted] to try and work with her on the order, which had been redelivered in April.   He offered her an additional $100.00 off in credit, and also told her he will send her a $100.00 gift certificate, but we can not lower the price to the less expensive set.  This was a mistake on the sales person's part, and he in no way was trying to do a bait an switch, and the store manager did apologize to Ms. [redacted] again.We value our customers, and the store manager reported that Ms. [redacted] has agreed to the offer of coming back in and using the $200.00 in credit and gift certificate.thank you.

We have exchanged the foundation for the customer on April 4. Our recovery agents spoke with the customer who confirmed that she was satisfied with the delivery and confirmed that no other issues were outstanding.

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 [redacted], to include how the [redacted] is stored, protected and a detailed method as to how it is destroyed.Third. I 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]

I have always purchased my tires through Sam's Club and I have never had a problem until now. This time my tires were bought at Sam's Club in [redacted] in December of 2015. In February my son and I decided to take a short trip to Nashville (2 hour trip). Once we make it to Nashville just about to exit off of the highway we hear a loud noise. We thought we had a flat tire. We get to our destination driving really slow. We check the tires-no flat. So I ask my brother in-law to check it out because we have to get back on the road. My brother in-law, nephew and my two sons go up the street on a busy highway and the whole front wheel on the passenger side detaches where it wasn't torque. All my lug nuts had broken off. We went to Sam's Club to file a claim. The gentleman put the info in but had trouble getting info into computer. So he had to enter the information about three times. The claims examiner called from Claims Management Incorporation. Mr. L.asked me a small amount of questions, said he would call me back in a couple of days but never did. So I called the company for over a month. I got in contact with his manager and was told Mr L. put me down for non payment. The manager said because my vehicle was driven over 3,000 miles that ended the case. Mr. L. lied to me saying he would call me back in a couple of days for proof. He never asked for any type of proof. This is no way to do business. I will never do business in the future with Sam's Club.

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 normal 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.

Revdex.com spoke with the business regarding this advertisement. She stated that since some ads can be confusing they always add see store for details in case the customer has any questions or concerns with the wording the ad. In this case since the $100 coupon came with this mailer and it does have this disclaimer the business will not be providing any additional refund to the customer.

Sam's has employee's inside the store recruiting customers to upgrade their membership (at an added cost) promising a 2% cash back. When the time comes to renew due to expiration, they don't tell the customer that if they don't renew their plus membership, the 2% cash back they earned and well as the extra money it cost for the upgrade is stolen from them. In other words, the customer gets it 2 ways-they take the extra money for the upgrade and steal the 2% from them they earned. When you email and/or call them, they tell you that's their policy. It's criminal, that's what it is. They would rather lose a customer and have complaints filed against them than to resolve a $34 issue. What a scam!!!

I have been a member of Sam's Club since they opened day 1 in Orlando, FL and had only a few problems over the 30 years. The employees and their customer service for the most part listened and worked out or fixed the few problems I have ever had to keep me happy. After all of these years, I had a couple of issues a month ago after buying $4,000 worth of furniture in 1 day for my daughter as an early Christmas/Housewarming gift for their new house. Everyone I talked to at the club agrees with me (except the GM, who was too busy to listen to my problem) in that I was right in being upset but no one can make the decision to fix the problem. Sam's Customer Service line is a waste of time since they are just phone personnel that refer the issue/complaint back to the General Manager of the club where the problem started. No one in the corporate office seems to care any longer about how customers/members are treated in the clubs. If the GM of the club handles a customer's problem in the wrong way, and you complain to Sam's, the complaint gets sent to the GM of that club and never gets resolved. Too bad, I have loved shopping at Sam's for 30 years and have spent a lot of money there every year but their CUSTOMER SERVICE IS NON-EXISTENT! It appears everything is swept under the rug and they don't care. The problem gets sent to the GM of the club and he is the problem. If you rely on the wolf to watch over your chickens you are going to be without chickens. I left my phone number with their customer service department 3 times and no one ever called me back. I cancelled my 30 year membership and joined Costco.

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.
It is Haynes Furniture's statement that I was provided free delivery due to the delay.  That is untrue, I was given free delivery because it was a veteran's day promotion/sale going on at the time of purchase.  Haynes also stated that the order was cancelled by me.  That is also untrue.  I spoke with Claret in the business office and she offered to provide me a refund for my order but I specifically said that was NOT what I wanted.  My order was then cancelled by someone at the store without my knowledge or approval.  The solution to reorder once the shipment arrives is ridiculous as to then my order would be behind the other 30 people waiting for their table.  Where was I in line before the cancellation? I have no kitchen table in my home as I write this due to misinformation or out right lies as to the delivery date  There is no way that I can wait another 4 to 6 months.Regards,
[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.
They used the words most under their terms and conditions and the word most when saying most people inquire. That does not state customer must assemble and would it not have been appropriate for my sales person to instruct me that you must pay an additional 139.00 for us to assemble this item or you will have to pick up and assemble yourself. The newspaper article did not say assembly required, the purchase probably took an hour from the selection to the time to get my debit card information etc. Would it not have been appropriate during that hour for someone to inquire if I wanted it delivered and assembled for an additional 139.00 or maybe someone to say, Mr. [redacted] are you aware that if you pick these items up you will have to assemble them yourself. No, they were afraid that they would lose the sale, and they are correct. I would not have made the purchase had someone made me aware of the conditions. They relied on making the sale first and after getting paid I would then realize that I had to pay an additional  139.00. I spent 113.00 on a truck, gas, and miles and 20.00 on a man to help me load and unload what I thought was an assembled dining set. I have spent a lot of money at that store and just a few months prior about 3,000.00 on a sofa, chair and tables and did not have to assemble them. I can see putting a grill together or a filing cabinet but a dining room set? I doubt if I assemble them I will find anyone that will sit on them, and I feel by being misled and renting the truck etc. I have paid for delivery and assembly. 
[Provide details of why you are not satisfied with this resolution.]Regards[redacted]

I'm am sorry to hear the [redacted] are upset with the way the warranty plan works.    In several locations in our stores we have the [redacted] terms and condtions available to anyone who wishes to take a copy.    The terms and conditions clearly state what is and is not...

covered.   Uniters does not replace matching pieces or sets.   Haynes does not control Uniters nor can we make Uniters approve all the stools to be returned.We do have an open ticket [redacted] to replace/reselect on one barstool sku [redacted] and one in sku [redacted].    We did check stock and  show we have two of the [redacted] in stock at one of our stores.    [redacted] in customer service has left a couple of messages asking that the [redacted] call in.    [redacted] will be checking on the stock that we show avail. to make sure they are really there and inspect them, and if we can get them,   we can switch out the two approved return barstools for the two we show that we have- for the same price.  Thank you.

I have been a member at Sam's for a very long time, they have received plenty of my business, recently my local Sam's club in [redacted]. I was purchasing groceries I the self-check out section and as soon as I started to scan my items, the person who verifies your purchases at that sections walk over and started placing my items on the ground and passing me item to scan. I told him I don't need his help and he stated he don't mind and continued. It was weird that this was going on, I am a shopper at Sam's club all the time. When finally finished, I paid my bill and then same person county my items, he then said I forgot to ring up something. I told him this is why I did not need any help and he then told me it is his job, I asked is it also your job to place my items on the ground. We then began a back and forth of who was right and who was wrong.
At some point a manager name Keith came up, I explained my case to him and he then said I could not come thru with more than ten items on the cart, I then stated that the gentleman placed my things on the ground, he then began to council me as to what policy was and told me that Sam's appreciates my business but does not does not need my business.

Shock at the comment and amazed that he would say something like that, I felt offended and told him to just get away from me, he stayed there and did not move at all. Realizing that he was a manager I then asked for store manager and he stated they don't have one and I had to deal with him.
I told him I was going to call the corporate number and he replied go ahead the know how to deal with arrogant [redacted] like you we do it all the time. I then started to yell out of frustration and told him to just leave me alone, he replied [redacted] I will have you removed from the club. At that time, I ran over to him and asked him who is he calling a [redacted] I am black man just like you, he responded I am not your type. He then said get out my store and I replied this is not your store and he proceeded to call security. And I left.
Astounded at the behavior this guy who a few months' back was telling me about all the folks that got fired, one specific about a manager that was sleeping with the cart boy, that ran around with his paints down, in which got fired and that he was glade the company needs a black manager like him because he has a corporate background.
I called Sam's club to complain, no one has called me back, called Atlanta market manager Keith and left message with his secretary and no call back.

About a week later, I got a call from a gentleman named Terrance called me and said they were revoking my membership and they would return my membership money after $290,696.00 later the manager they have named Keith was right they don't need my [redacted] like me.
Terrance told me my behavior got me removed, he then stated that it was 2 sides to every story after I asked him if he listened to the audio, he said no, there was no need to. I can a=only assume that he agrees Sam's club don't need [redacted] like me.

Worst customer service and experience ever!!!
I ordered an Avengers ½ sheet cake with cupcakes for my son's 4th birthday party that I was to pick up on 12/31. My mother picked up the cake/cupcakes for me as I was unable. She did not notice the cupcakes were all vanilla(You couldn't see that from the top of the box). The problem was when I placed the order I requested white cake and cupcakes to be half chocolate and half white. My son really loves chocolate so it was a little sad for him not having his favorite for his birthday. I called in immediately when I noticed and spoke to whoever was closing the bakery on 12/31 and they told me to bring in a picture of the cupcakes to show that they were not right. She asked could I come right away but I was in the middle of a birthday party so of course I could not.
Today January 3. 2017 I showed up with picture ready and when I got there was told fine we can remake the cupcakes just fill out another form. This all came with a ton of tension, rude facial expressions and irritability on behalf of the staff that I was speaking to. I felt like I was annoying them rather than them being helpful and understanding of my situation. I asked if I could pick up the cupcakes tomorrow so that they would be fresh, and I could surprise my son at daycare and he could share with his friends at school. They obliged and I left feeling a bit let down by my treatment but happy that I would be able to make it up to my son. I was ordering cupcakes anyone for his class so this was a great tradeoff.
Well, needless to say a few hours after leaving the bakery I receive a message on my phone saying that unfortunately we will not be able to cover your cupcakes, we will take some money off. I was told to ask for Isabelle or Juanita when I called back. So I asked for Isabelle or Juanita when I called back and low and behold they are not available. The only person to speak to was Simone. She said she was an assistant manager and when I asked to speak to a manager she said she was, however she had just told me she was an assistant manager. I went on to explain that this is not acceptable and I should not be responsible for the mistake. Now I have wasted my gas going to the store to show a picture that was never looked at, I received horrible treatment from the bakery and felt like I was nothing more than a bother instead of a valued member, and I still don't have what I ordered. It's not about the cupcakes now as I will order somewhere else. I just can't believe the rude treatment!!!
I would NEVER treat someone the way that I was treated. Not sure how we can resolve this now but it's unacceptable.
Then I wrote corporate and this was "thoughtful and individualized "response I received!

Thank you for contacting Sam's Club in regards to you in club experience with our bakery dept. We appreciate your feedback and have notified our Sam's Club Member Service department for improvement.

We appreciate your patience. We never like to see members upset or inconvenienced, we always strive to create a positive member experience. Providing excellent service is our highest priority.

Please accept our most sincere apologies for any inconvenience this issue may have caused. We sincerely appreciate your feedback regarding this matter.

Happy to Help,


Anastacia

Unacceptable!!!

Dear Revdex.com, We have an open service file for this guest.  The store manager did offer to send a [redacted] gift certificate, however, we do not see that a gift certificate was issued.  It sounds like a coupon had been sent, possibly in error.  We would be happy to issue a gift...

certificate or apply it to the finance account.  Unfortunately we cannot provide a [redacted] credit.  We will meet the request halfway, and issue a gift certificate or credit in the amount of [redacted], as a good neighbor gesture because we do value our customers.As far as the color of the sofa's, as the customer reported; they made the decision to keep the sofas, because they were the correct style but are black instead of chocolate brown.  The GBS protection plan is fine regardless of the color, because we can confirm the product came from our shipment/P.O.,  and is in the correct style.  It is also notated in the comments log of the original ticket.The damage on the sofa's is not "fraying" and is not a vendor defect, but rather damage from use or an accidental scuffing or picking/rubbing on the corners while using the sofas.  This damage is not covered under the vendor warranty.  We offered to assist the guest over a week ago, to file a claim with GBS.  GBS is considering a claim, but asked that the customer submit photos showing the full front of the sofa in question.  The customer has not yet submitted the requested photos and time is running out for filing a claim.Our service representative will be calling the customer again today to remind her that the GBS claim is pending.Please see the photos attached.thank you.

We agree that the sofa and loveseat have been serviced multiple times and so we have been working with the manufacturer to find a resolution other than restoring with new parts. The manufacturer has authorized a return of the sofa and loveseat for a reselection of different items. The...

consumer is aware of the decision.

I had my credit limit decreased from $2,800 to $1,400 while I had a $1,800 balance. They lowered the limit, reported to the credit bureau and sent me a letter all in the same day. My issue is that if you do all this in one day with no reason, how do you give a person a chance to rectify this? How does the letter being sent the same day that you do all of this help at all? It's obviously to late to do anything if you send the letter the same day that you lower the credit limit and report it to the credit bureaus. This all happened while I am in the middle of closing on a house and am having my credit pulled. I can't think of anything more detrimental to a person than this.

I was at the Salisbury MD location. Last year I filed a complaint against them which they resolved. But this time I want to compliment miss Francis. She is a door greeter. I've come to really like her. She speaks with me and my 3 kids. We always look for her. And appresheative her kindness she has displayed.