Sam's Club Complaints Continued... (Page 6)

I was in Sams on Wheatland Road,Dallas Texas 08/07/18. I picked up a box carnation creamer and the bottom of the box opened and the bottle hit my foot mainly the big toe. It hurt and continued to. I am diabetic so I felt needed to advise mgmt in case I had problems . The manager on duty Roland don’t know if first or last name he never said. I told I thought be okay but just in case I wanted to complete incident report He gave me paperwork and said he be back My husband and I waited 30 minutes with various Sam employees calling him to come back. we saw him walking around picking up paper and doing every thing to make us wait. one employee said it looked like he was avoiding us . I was angry and I am honest person I told him to watch tapes if you have them but it was accident and if my toe got inflamed I be in trouble. I have called the phone number on my receipt 972-283-1704 to speak with store manager at least 7 times today and no one answers. The was the worst service I have ever experienced and Roland is horrible manager. He treated me like I was dishonest and I hope you have footage and you can see this bottle just fall out of the bottom of the box and hit my foot. He told me he had store duties and told me he would be back . I told him all you had to do was come get the form or send another employee for it but to make us stand around that long was wrong.

I went to Sams today to shop and planned to update my 25+year membership. After shopping I went to get in line. I noticed that there were only three checkout lines open with many customers waiting at each line. I saw several employees walking around and I asked one employee "are there really only three checkout lines open"? She nodded yes. I then saw another employee and asked her "does your manager know there are only three checkout lines open and it is Friday afternoon. While she kept walking she told me yes and that the manager is upstairs and I could tell him if I wanted.

I did not tell the manager. Instead I used a self checkout and left. I did not renew my membership, I have not made up my mind if I will. I shop Sams almost weekly and usually enjoy shopping and looking around. Today I was quite annoyed. I cannot see if they can have two checkout people at each register, I assume to keep people honest, they could have more registers open on a Friday afternoon where customers are shopping for the weekend. I thought you would want to know.

The return center is the worst I have ever dealt with. I returned a couple orders, & received a confirmation email that I would be credited on my original payment card within 48 hours. That was on 7/4/18. Today is 7/21/18 and still no credit to my account. When I called I asked to speak to the manager and was put on hold for almost 20 minutes. She introduced herself as Latera, and then told me at the end of our conversation her name is Tyrea. She gave me a ref # of 180717-014419. She assured me my money would be returned the next day. Nothing happened. I also contacted the help center and was assured it would be taken care of. Nothing. Here is my order information. Please credit my account.
Order # 1337734303 received back to your return center
Order # 1551564529 received back to your return center. I was charged for a pair of boc sandals women's size 11. Never received them, but was charged for them.
Please correct this situation.
Patricia Nice
805-478-9117
donor-mom@hotmail.com
2221 Garden Drive
Santa Maria
Ca. 93458

In case you are keeping surveys:

REGARDING July 10th order with the confirmation number 1665363850

Shipping info - ON BOX 1 OF 2
Ship to:
PHYLLIS ADAMS
321 WHIPPOORWILL DRIVE

BURNSIDE
KY, 42519
606-561-7702

FEDERAL EXPRESS tracking number
448707156954

Shipping details(9 items)
Item Qty Orig. price Total

1. SensodyneExtraWhiteningToothpaste65oz3pk

Item # 123652 1 $17.86
Free Shipping

2. MembersMarkUltraPlate101/16204ct

Item # 980076970 1 $14.68
Free Shipping

3. CloroxwithCloroMaxTechnologyRegular

Item # 980042447 1 $9.47
Free Shipping

4. Clorox2MaxPerformanceLaundryStainRemoverColorBooster11275Ounces

Item # 980007836 2 $13.98 $22.96
$2.50 off Instant Savings $5.00 savings included
Free Shipping

5. MMSublingualVitaminB125000mcgmethylcobalamin300ct

Item # 156350 1 $18.98
Free Shipping

6. MembersMarkBiotin10000mcgwithKeratin100mg250ct

Item # 438723 1 $14.83
Free Shipping

7. MembersMark220mgNaproxenSodium400ct

Item # 391250 1 $12.98
Free Shipping

8. MembersMarkHandSanitizer676floz

Item # 980060231 1 $5.48
Free Shipping

ITEM NUMBERS 3 AND 4 ALL LEAKED IN TRANSIT. NOT FEDEX FAULT. The wrong sized box was used versus all the weight involved. Packing was inadequate. All contents wet. The packers were either ill trained or didn’t care! Fedex did major re-taping so box could continue.

Shipping info ON BOX 2 OF 2
Ship to:
PHYLLIS ADAMS
321 WHIPPOORWILL DRIVE

BURNSIDE
KY, 42519
606-561-7702

FEDERAL EXPRESS tracking number
445658046158

Shipping details(11 items)
Item Qty Orig. price Total

1. KeurigK50ClassicSingleServeKCupPodCoffeeMakerRhubarb

Item # 980116379 1 $89.98 $69.98
$20.00 off Instant Savings $20.00 savings included
Free Shipping

2. CarnationBreakfastEssentialsNutritionalDrinkMixVanilla30ct

Item # 91487 2 $9.44
Free Shipping

3. DuracellCoppertopAlkaline9VBatteries8Pk

Item # 279654 1 $18.48 $15.98
$2.50 off Instant Savings $2.50 savings included
Free Shipping

4. MembersMark650mgArthritisPain200ct2pk

Item # 390716 1 $13.98
Free Shipping

5. LiquidPlumrProStrengthFullClogDestroyerPlusPipeGuard128ozbottles2pk

Item # 389458 1 $13.68
Free Shipping

6. MembersMarkOmega369DietarySupplement325ct

Item # 610421 3 $14.98 $35.94
$3.00 off Instant Savings $9.00 savings included
Free Shipping

7. EcosPlusLaundryDetergentWithEnzymes225HEloads225floz

Item # 539297 1 $15.94
Free Shipping

8. OralBGlideProHealthComfortPlusFloss6pk

Item # 399324 1 $13.98
Free Shipping

ITEM 7 LEAKED IN TRANSIT. AGAIN, NOT FEDEX FAULT. The wrong sized box was used versus all the weight involved. Packing was woefully inadequate. All contents wet. The packers were either ill trained or didn’t care! Fedex did major re-taping so shipment could continue.

Unfortunately, most likely will not use this service again. Great idea on Sam's part, but poor execution.

Acknowledgment appreciated.

Regards,
P. Adams

Hello I'm a member at your Sam's club in Macon GA I shop there all the time love the place but on July 12,2018 between one and two as I was unloading my shopping cart someone took my purse out my shopping cart while I wasn't looking I spoke with the manager that was there his name was Mike I had to call the cops because he refused to tell me what happened to the purse once the cops got there he refused to show the cops the security cameras he treated and talk to me very rudely because he said he couldn't access the cameras and that the manager that could wasn't there I asked him what was the other managers name and what time will they be in so I can call and have a talk with them he refused to give me their name and the time that they will return he act as if he didn't care about someone walking past and taking my purse with all my personal information in it that I own I've been shopping there for a long time and I'm a member Plus the way I was handled was very upsetting Mike wouldn't even give me his last name I feel so violated his customer service was very poor

We were in Sam's Club in Rocky Mount on Sunday July 7, @ 4:30 PM. Waited in line to order a hot dog, drink, and ice cream for two people for 15 minutes. Told that they were out of hot dogs right then and it would take 30-45 minutes before they had more. Sounds like a management problem that could use a fix.

I entered the Sam' club in Southgate California within 72 hours approximately to return my HP Envy Desktop + 27-inch Curved Monitor Display purchased on 6-20-2018. After presenting my club membership ID, driver's license, and physical receipt, an inspector was called to open to contents of the closed item. Before opening the item, I showed the inspector photos of the item opening the box after buying it. The photos depicted the monitor before use powered off and then powered on. The inspector deemed that the screen was defected as no physical damage was done to the screen after physically opening all items and checking by hand + eye. Due to the 'price' of the item a manager by the name of Eric G. was called in to take a second look at the item. Contrary to the technician, he accused me of piercing the screen. I said, "are you stupid". Then he called me chink, and I said, "fuck you". He spat in my face and called security. Upon his calling security I said to him, "you little bitch”, and I took my leave peacefully along with my item and vacated the Sam's Club premises. In addition, he marked a special note in the system. His action(or his notation) was further cause for the disallowance of the return of the item to other Sam’s club locations. At the other Sam’s club locations, the process was the same. Check and verify ID, membership, identification, and receipt + item. The employees deemed the item returnable due to defect as item was still excellent condition at time of attempted return and all accessories including manuals and items wraps were still there. At the final call, again the manager stepped in to give his approval(or disapproval in this case). When the manager came he refused my return, overturning once again all the other employees’ judgment and said leave and take the item with you threatening once again the same actions as the first and initial employee, Eric G. of Sam’s Club in Southgate CA.

I wish to complain about the closing of your Irondale, Alabama store. I have been a member for over 20 years. Your store closest to me does not carry what I need. and I now must drive over 90 miles round trip to get what I need. Your Trussville Alabama store does not carry the Friskies Buffet classic Cat food, only the shredded kind which my cats will not eat. Nor do they keep in stock the small cans of the solid wet food. I spend approximately $400 to $500.00 twice each month. PLEASE NOTE THAT I DO NOT AND WILL NEVER ORDER ANYTHING ONLINE. I DO NOT USE CRESDIT CARDS AND NEVER EVER USE MY BACK ACCOUNT NOR ALLOW ANYONE TO DRIECT DEBIT MYBANK ACCOUN T. IF THAT IS THE ONLY WAY THAT I CAN DO BUSINESS WITH YOU, YOU CAN TAKE THAT IDEA AND STUFF IT WHERE THE SUN DOES NOT SHINE. ADDITIONALLY I DO NOT ALLOW UPS ON PROPERTY AT ANY TIME FOR ANY REASON WHAT SOEVER, THAT IS ALSO AN IDEA YOU CAN TAKE AND STUFF WHERE THE SUN DOES NOT SHINE. YOU NEED TO OPEN ANOTHER STORE IN THE EASTERN AREA OF THE BIRMINGHAM, ASLABAMA AREA. or your Trussville Alabama store needs to have the foods that my cats will eat.

Roseville Michigan. Ian a small bussiness owner in Michigan for 63 years .I shop for my company at least 4 days a week.I spend between 1600.2000 a week at our local sams club. Friday I was shopping here and there were so many non sams sales agents INSIDE selling home repair. Photos. Cable TV catering parties landscaping what the heck I was stopped from my shopping 5 times. I AM HERE TO FILL MY COMPANY NEEDS not for some who rents floor space from a retailer. If this is a thing to come I will just go back to having product delevered from local merchants. Thomas Gullett Jims Industrial Catering Co. 241 Cass Ave Mt.Clemens Michigan 48043

Yesterday we visited Sam's in Louisville, Ky. ( Middletown ) location and was surprised when we went to check out and saw two open lanes with cashiers and several with self service. We lined up in one that had a cashier. Another employee approached us and asked how we were going to pay. I said, with a check. (just like i have for the past 28yrs) He escorted us to the Electronics dept. to be checked out. The employee there said we have self check out now. He was told to check us out. I asked him if this is Sam's new policy. He said yes because 35% of customers said they wanted it. I didn't tell him that that means 65% had no opinion on it or didn't want it. He then told us that they couldn't hire new employees now.
Listen......We have been loyal customers for 28years. I told my wife that i guess it's time to visit Cosco's She agreed.
Thank you for your time, it's time to move on Bruce Bero

Good evening Sam's Club Corporate Headquarters:

I am writing to you today regarding a horrific experience that I went through at your Long Beach Towne Center location. On Saturday, April 7, 2018 I was racially profiled by one of your employees named Jaime who was checking the receipts at the exit.

After I purchased all of my merchandise, I proceeded to the exit as usual. When I got to the exit, a Sam's Club employee by the name of Jaime took my receipt, and then started checking my cart for a very long time. I thought that this was very unusual since I didn't have very many items in my cart to begin with. But I gave him the benefit of the doubt, waited for my receipt back, and then left the store.

Something still just wasn't sitting right with me at that point. So I decided to stop outside the door to monitor how this employee treated the next customer. The next customer happened to be an Eastern Indian family. When they gave their receipt to the same Sam's Club employee, he checked it off right away without even checking their basket. And they had much more merchandise than I had.

The third customer was an African American family who were the same nationality as I am. When they gave the employee their receipt, my suspicions were indeed true and confirmed, The Sam's Club employee was treating this family just like he had treated me by taking a very long and checking their basket as to if the black families might have stolen something.

I then went back into the store and asked to speak to the manager. I spoke to the manager by the name of Jeremy. After I had explained to him what I had experienced with the racial profiling, he just responded by telling me that they do random checks on customers who have items at the bottom of their carts. All three customers that I mentioned above, including myself, had merchandise at the bottom of our carts. So this explanation didn't add up. I wasn’t even given an apology by this same manager who didn’t even seem to care at all.

I have been a member of Sam's Club for a very long time, and I have never experienced any type of treatment like this from this company. Everyone there has always treated me with the utmost respect. That is why the last time that I renewed my Sam's Cub membership, I actually had to convince my wife that we should remain with Sam's Club, because she wanted to try out Costco instead. Is this the type of treatment that Sam’s Club is now administering to its customers? Are only certain types of people welcome at Sam’s Club now depending on what nationality you are? Is this the type of treatment that I should be expecting from now on if my wife and I decide to remain customers of Sam’s Club?

I was very much insulted during my visit on Saturday, April 7, 2018. I really feel betrayed by my favorite store that I always like to shop at.

Sincerely,
Steven Watson
Member# 101 42120 841212327

I ordered a childrens bedroom set from Sam's Club on 26 November 2017. The bedroom set was supposed to arrive between 12/12/2017 and 12/21/2017 and as of today Sam's has not called or written me to apologize. I've called Sam's at least 5 times, was cut-off by them twice, and the representatives have no clue when the bedroom set will arrive. I called the carrier MDS in December and they stated the shipment was left on the dock because the truck was full and offered me a $100 gift card to compensate me. They could not tell me when the furniture would be delivered, and that they would have to get with Sam's Club. Every time I call Sams to inquire about the order they have to call the shipping company and they can never get through. Sams has taken no responsibility or offered no apology for the merchandise which I ordered through their web site. I would not recommend ordering any furniture from Sams Club to anyone. Not surprised they are closing stores.

About a Month ago I went to our Sam Club in Colonial Heights, VA, to Purchase some King Crab Legs and saw that there was a few bags there. I attempted to purchase one bag but noticed that there wasn't a Price tag on it. I went thru several bags before I could find one with a Price tag on it. When I went to pay for the produce I mention to the Cashier that there was a problem with the King Crab not being properly tagged as far as the price of each and that there was tags laying in the cooler because there was just stuck on there and that the cold made them fall off. I told here that anyone could take a 20 dollar label and place it on one of the more expensive bags and she said she thank that this has been happening because some have been paying a little for a large bags of the legs. I asked who I could complain to and she said I could try to talk to some back in the meat department. There seem to be only one guy in the department working and he seem to be busy and a few people was waiting on him for meat to be cut. When I got home I called the store and spoke with the manager of the Meat department said he I could come and talk to him and I told him that I made an attempt to do so but the person that I saw in the department seem to be very busy with other customers. He said he would look at my complaint to see what he could do because he wasn't allowed o staple the Price receipts on the bags, I said ok and I would check on my next trip. About two weeks later I went to make a purchase of the King Crab Legs an this time there were bout eight bags in the cooler but none had price tags on them and all the tags were laying in the bottom of the Freezer, I asked for a Store Manager and spoke with a Lady who said she was the store assistance manager and when I explained the complaint to her she said she would have it corrected. Today I went to the store which has been three weeks later from my last visit saw many bags in the cooler but none had any price tags on them, I spoke with several people standing by the cooler and some was saying just place one of the tags laying in the bottom of the cooler and just go pay for it. I do try to be as honest as possible and would not listen to them and for the third of forth time am making a complaint that I'm not satisfied with this department, the store is being cheated by consumers that just place any price on any bag that they want and just go and pay for it. I haven't purchased anything from the store lately because I don't want to cheat the store the same as I wouldn't want to be cheated. Hopefully with this information given directly to you this problem can be taken care of. At the local Food Lion Store they were having this same problem and People were stealing the produce like crazy, they started stapling the Price tags on the bags which has stop the problem per the Meat department that I spoke with at Food Lion. Please Help!

Unbeknownst to us Sams raised our contract to Premium adding $55 dollars to our yearly charge. After hours of phone time we were able to revert contract back to the original agreement however we had to call back second day in order to receive a refund and we have to wait 8 to 10 weeks?
Poor customer relations service. Bye bye sams hello Costco! :)

I received an email that said my tires were ready as club #6611. I went over there and i spoke with Daniel who went to the back 3 times and came back to tell me i cant find your tires, then i spoke to Rosanna, the manager, who told me we cant locate your tires, call us back in 2-3 days. I said no just go find them now. She said it would take 1 hour to locate them. After 5 minutes she came back to me and told me we found your tires. Now the biggest problem is that after 1 week, i discovered they replaced only 3 steam valves, which means now i am driving with brand new tires and 6 year old steam valve, and the person who did the job was named Eric.

I placed an online order been a month still dont have it not shipped says exception have called customer servivpce numerous times they just hang up on me worst service ever. Please hire new people to do your customer service because horrific. I just want my merchandise I ordered as soon as pissible order number is 186290133 Please make this right just send me my item geeez. I am going to call corporate asap.

Wrong delivery for mattress received a Beauty-rest paid for Serta Perfect Luxury Hybrid Glenmoor Super Pillow top and box spring.
Its been 4 days and still no one has a complete answer SOME ONE NEEDS TO CALL ME BACK AND NOT CUSTOMER.

EEL Marketing
P.O. Box 5235, Vail, CO. 81658
(970) 690-7600
To Whom It May Concern
From: Mr. Monroe

On Wednesday, August 30th, 2017, I was on my way to a meeting and stopped into the Sams located at 4827 S. Wadsworth, Littleton, CO. They had some shirts I had spotted on a previous visit when I had waited for a prescription to be filled. I picked up the shirt and used self-checkout.

Right before I walked into the meeting I threw on the shirt and noticed it had a broken button. As I was quite early, I decided to run back to Sams and switch out the shirt for a second one I had seen of the same style, size, price, and color. Pulling into Sams parking lot, I grabbed the shirt and receipt believing that the exchange could be accomplished quickly. Leave one and pick up the other.
I parked, rushed into the store with my shirt and receipt and proceeded to customer service. After arriving in line, with one person in front of me, I was accosted by a Sams employee, who began an attempt to belittle and demean me in front of other customers and employees.
She stated that I should have heard her yelling and screaming at me. (The yelling and screaming were her own words. She stated, ‘Why didn’t you hear me yelling and screaming at you?) Then she began a lecture on the proper doors to enter and how that next time I was to enter the proper door when I returned an item. Her entire demeanor was rude and unflatteringly ugly. Her actions were similar to a pit bull, taking snaps and bites at people to show who's boss. I was appalled at the attempt of this female employee to scold me as if I were a criminal or an unwanted visitor, who had no right to be where I was. She did this in front of the other customers and employees as if to show the world that she was in charge or, whatever else her ego required. However, I do not do rude well and responded back.
As she would not stop her snipping and biting and rude remarks, I told her to go back to her dog house and turned away. Her comment was, ‘Okay fine, I’m going to call the manager. I don’t have to take that.’
Really? And yet I, as the customer, am supposed to accept and take the vicious nasty attitude of Sam’s little attack dog because I failed to hear her yelling and screaming at me as I entered! What a great procedure Sams has taught its employees, that of yelling and screaming.
Next, I stood in line for approximately 10 minutes waiting for customer service to figure out how to help the one person in front of me. That always seems to be a problem at Sams. Customer service often appears confused and unable to figure out how to help their customers. It always amazes me. More often than not, they consistently have to call a manager over to deal with what they are not or have not been taught to deal with.
Finally, when it was my turn, I still ended up waiting another 10 minutes for the customer service clerk to do whatever it was that he needed to do to verify my purchase before he would simply allow me to grab another replacement shirt, same size, color, price. I had the receipt in my hand that verified the shirt was only bought within the last 30 minutes. However, the receipt alone was not acceptable. Meanwhile, the pit bull waited impatiently for her manager to come over and pat her ruffled fur.
Finally, I was allowed to go back and grab my shirt. Upon returning to the front, I now had to wait behind another customer. It was then Mr. Manager appeared on the scene wanting to know what happened. This also was in front of other employees and customers, as if that is Sams big procedure, ‘Show everyone who is boss.’ I explained that I did not appreciate first being yelled and screamed at, and then being lectured in front of the customers and employees as if I was some type of criminal. He stated he understood but that 2 wrongs do not make a right. Excuse me? I was flabbergasted. The wrong was the attitude and mouth of their employee and now, a lame manager who could not address his own employees rude and noxious behavior but instead, wished to defray blame on me. In a way then, he was correct. Two wrongs did not make a right. The employee was wrong in her general obnoxious and disrespectful manner yelling and screaming, along with her intended rudeness that was directed against me personally. The manager’s inability to honestly assess the situation and deal with it accordingly was the second wrong. The Manager must have also feared Sams Pit Bull, as he vainly attempted to make me share the blame for his employee’s bad behavior. Unbelievable!
The only thing the manager probably got right was that two wrongs do NOT make a right. Neither did the employees intentional rudeness nor the managers inability to manage, make anything right.
I had to state to the manager that this situation was unacceptable, and that if Sams allows its employees to act like pit bulls, to yell and scream at their customers, and then attempt to lecture and rebuke them in front of others, snipping and biting, then customers certainly had the right to tell them to Heel, and request that they return to the dog house from which they emerged.
If Sams management lacks the courage or integrity to do this then it is up to the customers. During the entire encounter, I did not scream or yell or use profanity. I simply responded to a rude and ugly employee, who would not stop harassing me or demeaning me until I firmly told her to return to her dog house. It is clearly where she belonged and it was only then that she at least shut up after stating that she was going to call the manager. A veiled threat? Was her thought, ‘Now I‘ll show you!’ Again unbelievable!
And a manager who seems to hold no control over his employees and so must find fault with the customer seems to sum up the problem with this Sams Club. If it were not for a quality Pharmacist, I would never walk in these doors again. I can just hear the morning manager talk.
‘Okay employees, today I want to affirm that when any issue arises, please feel free to yell and scream at these customers who must be forced to obey our rules!!! And when a customer does not respond to your yelling and screaming, then rebuke them soundly! And please do this in front of other customers and employees so that all may fear you. Furthermore, if any customer dare responds back while you are lecturing them, and say anything that hurts your feelings or makes you feel that you are not worthy to be worshiped, then please call a manager so that we can point out that customers bad behavior!
And finally, on a more pleasant note, please be assured that our employee shipment of rattles and pacifiers has been delivered and will be passed out during our afternoon nap time! Enjoy your day and do not let these horrible customers that parade into our store, do anything amiss!’
It absolutely amazes me that retailers still do not have a clue regarding customer service and success. They hire expensive consultants and advertisers with 6 figure salaries, spend millions on advertisements, and yet they fall short. However, the difference between success and failure is so evident, that Sams would be well to fire a few of their college educated consultants and advertisers and take up what I call the Costco Challenge.
What is the Costco Challenge? Well, first let me ask why it is that both Costco and Sams basically carry the same products at the same price and yet the Costco located just a few blocks up the street flourishes while this Sams struggles? If you think this statement is off, then let us prove it with the Costco Challenge.
Disclosure: I do not work for Costco. I am not hired by Costco or paid by Costco for any purpose. I am simply a card-carrying member of both Costco and Sams, and so, am able to share a completely honest assessment.
And thus, the Costco Challenge.
For one week, require each manager at Sams to pick a day, any day, and pick a time, anytime. On the day and time selected, have the manager do a walkthrough of their store, observing customers and employees. Take notes on the approximate customer count. Then immediately drive to Costco a few blocks up. Walk through the Costco store. What will they notice?

Sams: Entering Sams always feels like you’re entering a graveyard. It is dark and somewhat gloomy. Its employees, for the most part, are unaware of the customers and care little about their needs. (Please note: This should not be taken as negative on your employees. Employees are only a reflection of management.) Although there are exceptions, Sams employees always seem low energy and often confused by what they are doing.
When it is time to check out at Sams, a customer can expect a long wait time. With few exceptions. it doesn’t matter how many customers are present. It is almost as if Sams believes a waiting customer is a happy customer. Or, it is part of some genius plan to force customers to use self-service and thus cut down on paid help at the cashier’s stations. If customers won’t use self-service, they can wait 30 minutes to get checked out.
A GRAVEYARD ATMOSPHERE WITH GLOOMY CONFUSED EMPLOYEES, WHO DON’T WANT TO BE THERE. A WAIT TIME AND CUSTOMER RELATION PROGRAM THAT INCLUDES YELLING AND SCREAMING WHILE DEMEANING AND BELITTLING CUSTOMERS PUBLICLY.
Then we have Costco.
AN OPERATION OF LIFE, WITH BRIGHT CRISP EMPLOYEES, WHO ARE EAGER TO REACH OUT AND HELP THEIR CUSTOMERS, BECAUSE THEY ACTUALLY CARE. A QUICK CHECK OUT TIME AND A CUSTOMER SERVICE THAT OFFERS SMILES, UNDERSTANDING, AND HELP, BOTH PROFESSIONAL AND FRIENDLY.
Walking into Costco one has a feeling of brightness and life. Things are happening here. The customer count, at a minimum, is always double Sams and often 5 to 10 times above the Sams Club down the street. It does not matter what day or what time of day it is. The Costco on the corner of Bellevue and S. Wadsworth is always full of life and action. The employees are professional, quick, and friendly. They look like they want to be there. Even if they do not, they look like they do. They also look like they know what they are doing.
Costco Customer service is quick to help, resolve, and take care of any issue, and always with a smile.
Costco employees do not need to yell and scream at their customers to force them to follow the rules! They do not corner customers and attempt to lecture and belittle them in front of other customers and employees. They are helpful and energetic. How would the same situation as I experienced at Sams probably be handled at Costco?
An employee would have walked up to the customer with a smile and said, ‘Hi! I noticed you have a return. Here, let me put on this sticker to make the process easier for you. And you have a nice day.’
Less than 10 seconds and a quick win win for everyone. (Even though I must state that Costco does not feel the need to use little green stickers to confirm an item is being returned. A receipt always seems to satisfy them. And so Costco does not require attack dogs or pit bulls.)
The Costco Challenge, if honestly completed, would teach your managers more than all of your high paid consultants and experts. If you fail the customer on the retail level, all the other money you spend is wasted. Fire your failed upper echelon consultants, re-train or change your management staff and inspire your employees to go beyond themselves, with both incentives and honest recognition. It is, after all, the customer that you desire to shop within your store. Your store should be designed for that customer. It should be a store of life, with kind and helpful employees, not distant yellers and screamers, many of whom do not have a clue.
Am I simply rambling on because of an incident? What I state, I have observed for quite some time. Over time, my visits to Sams have become less and less. In fact, if not for your pharmacy, I would have stopped visiting Sams a couple years ago.
Now you can take the Costco Challenge and find out. It will not matter which day or what time of day each Sams Manager chooses. Simply entering each store paints an immediate picture of what is right about Costco and wrong about Sams, and it has nothing to do with advertising or high-priced consultants. It has to do with the lighting in the store, and the light within those who work the store. Costco will always have at least twice the shoppers, normally 5 to 10 times the shoppers of Sams, and yet half the wait time for check out and/or customer service. Costco customer service also actually does know what they are doing.
Hanging a picture of the store manager on the wall that then states, ‘My goal is that you are completely satisfied,” is not an honest sign when the completeness lacks fulfillment. Sams has no viable concern for its customers. They mistakenly believe it’s all about the discounts. Wrong. It’s more than the discounts. It’s about customer service and actually caring about your customers, employing and training employees to know what they are doing and to be a helpful solution to any problem, not a mad-hatter who believes yelling and screaming and scolding customers is an efficient way to govern any situation that arises. To have a store that operates as a customer friendly store means a management that actually cares, employees that actually care. Care is not found in a plaque hanging on a wall but in the actions of the managers who are on call to sort out problems before they happen. At Costco, you will not miss these managers, always on the lookout for any problem or issue before it arises. They and their employees are crisp and alive. Sams? Not so much. At Sams, they all simply drag along, digging graves and waiting for their time-clock to tell them it’s time to return home.
Now, in ending please note that I do not wish a response. I know how to respond for myself. I do not require an insincere statement of understanding. I also do not need another rebuke by those who have not a clue. Take the Costco Challenge and you will quickly see that every statement I have made is correct.
Do not take the challenge and your store will forever be nothing more than a graveyard located at 4827 South Wadsworth, always wanting and never fulfilled.
P.S. By the way, this consultation is a free gift from EEL Marketing, in order to help you set aside the tombstone, return your pit bulls to their dog houses, and walk once more with the living.
Will you respond? Unlikely. And so, Costco will always run circles around you.
Respectfully, Mr. Monroe

Thanks for your attention. I'm facing the crisis on call with customer service center. It was a universal standard service 5-6 months ago. But after that the changes made and its blasts. Its good to make changes but it also should be good for the customer. My most important issue is that the FedEx clearly states that the item was never received. But instead to process refund or replacement the representative said that he is going to forward the issue to back department. I don't know what is this back department which never responds. My issue is that If you are seeing that there is issue then why don't you solve at that time. Please do some thing.

Thank you.

Worst return policy despite fake "customer satisfaction guarantee". It's really much sad when you invest in an expensive electronic and want to return after some time. Apparently, they kept my return without issuing any refund because over the period of a month, I have called their customer support at least once a week and each time I am given a different timeline to expect the refund. Next time, only buying from Costco. If it doesn't have it, I will wait but never again from Sam's Club.

I went to Sam's Club today to purchase a whole pork butt and have it sliced as I have done several times in the past. When I asked the man who was working the front of the meat department, he said they don't cut raw meat, only deli meat. We could see another man in the back cutting meat. The man in the back agreed to slice it for us. We told the man in the front we wanted it cut 1/2 inch thick. When we arrived home and were re-packaging the meat into smaller packages, we found the meat had been cut much thinner than 1/2 inch.

It would be nice to get a consistent answer among your employees, and/or post the policy on slicing meat. I could understand if it was near closing time and they had already cleaned everything, etc., but this was at 2:30 in the afternoon. This is not the only time we have had to go through several employees to get the service we needed at this Sam's Club. We've found which customer service desk employees can get things done and which seem to make an issue out of everything. Maybe some re-training or shadowing is needed so all employees are on the same page.

This was at the South Street store in Lafayette, Indiana. We did not notice the employees names we dealt with today.

Sam's Club customer service was very bad at 2920 Knoxville Center, Knoxville, 37924. My husband placed a order on line. We ordered sodas,chicken breasts and some other things. On August 16 was pick-up day. So in the afternoon, we got a call from Sam's support department. The women said she was getting my order together.Then she started yelling at me over the phone. Then she started yelling at me again. Saying to me, do you agree to this, do you agree to this, do you agree to this. The women is totally nuts. My phone was not on speaker and my husband heard every word she said.

I ordered 2 Shark Vacuum HV325 on Saturday August 6th on the one day only sale. Online was out of stock so they sent to the Spartanburg SC store for pick up and they let me choose the day to pick up. I noticed as of the August 11th the day I was suppose to pick up the order was still pending so at that time I called the Sam's Club 1-800 number on my confirmation and they told me to hold on so they could call the store and find out what the problem was. The store said they had the order and I could pick up within 2 days so I went on Friday August 12th for pickup.

When the 2 vacuums were brought to me and scanned for me to pay it rang up regular price and not sale price. I then told the cashier the price was wrong and she called the manager (Vickie) and she would not honor the price and said I was suppose to have paid on Sat the 6th of August. I told the cashier that online I was told to pay at the store. Vickie never came out to talk to me she only spoke to the cashier on her speaker phone but I could hear very loudly and she wouldn't even come out or listen to the cashier all she would say is I should have paid on the 6th.

I left the store and didn't purchase the items because of the price. I have a confirmation email from sams.com with the sale price not the regular price on it. I went home and called the 1-800 once again and they tried to help but then they told me I ordered them on the 7th not 6th. I told them I ordered before 12midnight but the confirmation came on the 7th. If I was suppose to pay the regular price and not the sales price why did I get an email with the sale price on it and it said to pay in the store at pickup. Please help me with this matter, this is the first time I have ever ordered online to pick up at the store and its been a nightmare. My 2 order numbers are 7863479988 and 1722817843, I have all my emails saved if I need to send to you.

I received a recall on Nature Valley nut bars on June 2, 2016 that I purchased as a club member in December 2015 that states to return the bars for a full refund because they are potentially contaminated with Listeria. I had eaten 10 of the 16 bars and did get sick with vomiting, diarrhea, fever, and chills and missed a day of work and stomach issues for a week. Expected to receive a refund and apology, but was refused a refund because my membership expired in Dec. 2015 which is totally irrelevant.

Your letter is totally valid for a food contamination recall. The customer service gentleman proceeded to ask me why I had let my membership expire and that I would have to buy another one in order to receive my ten dollar refund! I will not be renewing a membership which is a shame since I have lived here longer than the Sam's Club has been in business in Cookeville, TN. Seems like greed is more important than consumer safety.