Sam's Club — Restaurant in Harlingen

Did an online order and was set to pick it up on Saturday but work got in the way and was not able to get it. Called the next morning to inform them of the issue and would be in later that Sunday afternoon. They informed me that would be ok, also had ordered a couple of more items to be picked up later with the main order. Before I left to go get the orders, I opened the app and pushed the “On my way”. While driving to the Harlingen Sam's I received a text message saying my order was canceled. Pulled off the road to call. After being transferred to the correct department, I asked about the order and wondered why was it canceled. After checking, the person said because you did not come Saturday to pick it up. After informing him of the call to the store in the morning and was on the road to pick up the orders. He said it was too late for that order, the items had been put back up earlier and was then canceled. The thing that got to me was the attitude in his voice. No empathy, just like sucks to be you. I asked when the funds for the orders would be back on my card, he said, “When the bank puts it back.” My wife and I liked going to Harlingen's Sam's but with this type of customer service I am just going to shop elsewhere. It's now Tuesday, and it's still not back on the card.

Edit: It is Christmas and the funds have been put back on the card finally. Still switching to Costco. Only holding items for 24 hours and even after calling the next morning to inform you I will be coming to pick up the orders. Then being told that would be fine but then later while on the way to pick up the orders, being told the items were put back in stock and THEN the order was canceled was not a great experience.

The sad thing is, no one in the beginning apologized. So Merry Christmas and hope you have a...

Jonathan Juarez, who identified himself to my wife as the Sales and Training Manager, was a poor representation of leadership within your company.

There was an incident in the parking lot on October 22, 2024. The police arrived and issued a crash report but could not issue a ticket to the woman who hit my wife’s car because it occurred in a private parking lot. The officer suggested we speak with the security manager.

My wife went into the store and asked to speak to the Security Manager. This is when our interaction with Jonathan Juarez began.

He showed no concern for the situation or his role as a manager. He repeatedly told us that he could not provide my wife with a copy of the video, which we understand. What she was asking for was a written report or some form of documentation stating that he, as the manager, was made aware of the incident on that day. Instead, he kept declining and reiterated that he couldn’t give us the video (again, we did not ask for the video). He told us to call the 800 number but never offered the number, which was odd for someone who identified as the Sales and Training Manager. When asked for his employee number, he stated he did not have one. This was also strange, considering his role as the Sales and Training Manager. My wife then asked him to show us the policy or the standard procedure for such situations. He said he did not have it (again, odd for a Training Manager). In the end, I found the number online and filed a report. The call was disconnected, and no one called me back. Jonathan simply went about his business without a care in the world. This experience does not inspire confidence in your company or your employees. Jonathan Juarez should be ashamed of himself. I am disgusted and obviously...

I really love Sam's and have been in many all across our great Country. Then, I run into the Manager of the optical Department in Harlingen, TX. The Manager, whose name tag read Jackie, who has the audacity to tell me I have to wear a mask in "her Department." I simply informed her that as of June 1st, Texas lifted the mask mandate, yet, this particular Manager stood in my space and asked me to leave "her Department." Mind you, I asked her if "her Department" was in Texas and she said yes, I was confused because as I stated, Texas lifted the mask mandate as of June 1st. So, I was bothered by someone who has authority, but, does not take the time to educate themselves as to the current and ever evolving laws in regard to mask mandates. I will not sue Sam's for violating my Civil Rights, but, I am copying in Governor Abbotts office to determine if fines are applicable. It is actually a bit sad to see a young person get so drunk on power and her so called Department is not even keeping people safe. I then witnessed her actually turn away customer's simply because they had no masks on their faces. Sad day at Sam's...