SmallBizGenius Analysis

Sam's Club receives mixed reviews, with many customers citing issues with customer service and delivery. While some praise the competitive pricing and bulk options, others express frustration with online ordering, membership renewals, and product quality.

Category Breakdown

Scores based on analysis of 260 recent reviews

Customer Service

3.0/10

Many reviewers report negative experiences with Sam's Club customer service, citing long wait times, unhelpful agents, and difficulty resolving issues. Examples include being hung up on, chat agents disconnecting, and offshore support with language barriers.

42 reviews mention this

Delivery Issues

4.0/10

A significant number of reviewers complain about problems with Sam's Club delivery service, including damaged goods, missing items, late deliveries, and deliveries to the wrong address. Some reviewers also mention high delivery fees and required tips.

35 reviews mention this

Membership & Billing

4.5/10

Several reviewers express frustration with automatic membership renewals and difficulty cancelling or downgrading their memberships. Some also report unauthorized charges and issues with using EBT/SNAP for online purchases.

20 reviews mention this

Product Quality

5.0/10

Some reviewers complain about the quality of products, particularly fresh produce, noting that it is often rotten or moldy. Others mention receiving dented cans or products that are close to expiration.

15 reviews mention this

Pricing & Value

7.0/10

A number of reviewers praise Sam's Club for its competitive pricing and bulk buying options, stating that it is cheaper than other stores. Some reviewers specifically mention good deals on dog and cat food, tires, and snacks.

18 reviews mention this

In-Store Experience

6.0/10

Some reviewers report negative in-store experiences, including long checkout lines, rude employees, and issues with the Scan&Go system. One reviewer described a rude greeter, while others mentioned problems with the food court.

10 reviews mention this

Pros & Cons

What Customers Love

Competitive pricing on bulk items Mentioned 15x
"I love Sam’s Club because It’s CHEAPEST in Sacramento, Plus The foods and Snacks is Cheapest too because it’s not expensive at all that’s a good deal."
Good deals on tires Mentioned 4x
"Been a member over 20 years... And, the tires (e.g. Michelin) are a good deal."
Convenient Scan & Go option (when it works) Mentioned 2x
"Beware of Sam’s Club Scan&Go... Now to use Scan&Go you’re required to use store Wi-Fi, can't use my more secure..."
Occasional positive customer service experiences Mentioned 2x
"I needed a battery for my Wife’s car and my sales person Derrick did an outstanding job helping us out 5 star rating goes to him. GREAT CUSTOMER SERVICE!!!!!!!"
Quick delivery on large items in some cases Mentioned 1x
"Very quick delivery on a large tv!"

Common Complaints

Poor customer service with long wait times and unhelpful agents Mentioned 30x
"Sams is awful! Worst customer service! I sent them a message and an email and i stated that i am overpaying for membership but that their lousy system doesnt allow me to downgrade to smaller membershi..."
Unreliable delivery service with damaged or missing items Mentioned 25x
"Just received my Sam's Club delivery and an extremely disappointed to have received so many dented cans. And I mean severely dented! If this is the type of quality Sam's Club has, then I know I made t..."
Issues with membership renewals and cancellations Mentioned 15x
"TOO BAD THEY CAN'T OFFER YOU A -STAR. I would give the on-line customer service a negative 5 star. I tried to cancel renewal charge 4 times, and the poor customer service agent would end my chat and..."
Declining product quality, especially fresh produce Mentioned 10x
"Sam's Club used to have exceptional customer service and the quality of their products were good (not great, but good). Lately, though, every time I purchase fresh produce it is rotten or moldy."
Inconsistent online ordering experience Mentioned 8x
"I started an online order for delivery, but it split into pickup and delivery portions. As a disabled individual who can't get to the store, that's why I chose delivery. I spoke to three agents who we..."

Common Questions About Sam's Club

Answers derived from customer review patterns

Is Sam's Club legit and trustworthy?

Sam's Club is a well-established warehouse club, but reviews suggest a mixed experience. While many customers appreciate the potential cost savings, a significant number report issues with customer service, delivery, and product quality. Some reviewers have experienced unauthorized charges or difficulty cancelling memberships, raising concerns about trustworthiness. Potential customers should weigh the potential benefits against the reported issues before committing to a membership.

Based on 25 reviews

Does Sam's Club have good customer service?

Based on these reviews, Sam's Club's customer service is a major pain point for many customers. Reviewers frequently mention long wait times, unhelpful agents, and difficulty resolving issues. Some report being hung up on or disconnected during online chats. The negative customer service experiences significantly detract from the overall customer experience.

Based on 42 reviews

Is Sam's Club worth it for small business?

Sam's Club may be worth considering for small businesses seeking bulk discounts, but the inconsistent service and product quality are significant drawbacks. While some reviewers praise the competitive pricing, others report issues with delivery, product quality, and customer service. Small business owners should carefully weigh the potential cost savings against the risk of encountering these problems before investing in a membership.

Based on 15 reviews

What is Sam's Club's return policy like?

The reviews do not provide specific details about Sam's Club's official return policy. However, some reviewers mention attempting to return damaged or missing items, suggesting that returns are possible. The success of these returns seems to vary depending on the specific situation and the customer service representative involved. Customers should consult Sam's Club's official website or contact customer service directly for detailed information on their return policy.

Based on 5 reviews

Why can't I use EBT/SNAP for online purchases at Sam's Club?

Several reviewers express frustration that Sam's Club does not allow the use of EBT/SNAP for online purchases. This policy disproportionately affects seniors and disabled individuals who may have difficulty visiting a physical store. This limitation can be a significant barrier for those relying on government assistance to purchase essential goods.

Based on 3 reviews

Ready to Try Sam's Club?

Save on your first purchase with 0 verified coupon codes.

View Coupons

Looking for Something Different?

Compare Sam's Club against 4 similar e-commerce & selling options.

View Alternatives