Sam's Club — Restaurant in Layton

I am deeply disappointed by the appalling experience my husband and I had at Sam's Club on July 29, 2023 around 4:45pm. As upstanding members of this community - my husband is a sheriff's deputy and I am a speech-pathologist in Davis School District- and loyal customers of Sam's Club, we expected better treatment and respect from this establishment.

During our routine shopping visit, my husband was subjected to what I believe was racial profiling by one of the store managers. It was embarrassing and distressing, and it made me never want to come back to this location despite it being one of the main places we buy groceries.

While shopping, we used the Sam's club app to "scan and go". We double checked and counted our items and paid for them as usual. When we went to leave the store, the person who checks receipts told us he was going to have to detain us. I thought he was joking, but he wasn't. He was listening to a manger on his headset telling him that we did not pay for our groceries and our transaction had been voided. They also accused us of abandoning another cart at a register. We had no idea what they were talking about. We used the same cart for the entire time we shopped, and we never went to the registers (as we used the scan and go app). The man checking receipts said, "In all the time I have worked for Sam's this has never happened before. My manager is telling me I can't let you leave. You have to give us your cart. She said to stop the man in a green tank top". My husband was wearing a green tank top; that is the only detail they had correct in the entire exchange that we had. We thought it was weird they only mentioned my husband when our son and I had been with him the entire shopping trip. I was holding the baby and he was pushing the cart. I scanned and paid for all the items on my phone.

After going back and forth, counting our items, counting them again, scanning our items, and making a huge scene, they finally determined that we weren't stealing, and we had paid for everything (as we had told them from the start). The man checking receipts told us we could just go, even though his manager was telling him to hold us there. He was very nice, and seemed incredibly frustrated by his manager on his headset who kept insisting we were stealing. We told them we wanted to talk to this manager, but the checker just told us to go. In the time that they held us at the front of the store they caused a huge back-up of store traffic, and I was starting to cry from being so frustrated and embarrassed, so we just left.

We hope that by sharing our disappointing experience, Sam's Club will have a chance to conduct a thorough investigation into the incident and take appropriate disciplinary action against the manager involved, as per your company's policies and anti-discrimination guidelines.. No one should have to endure such humiliation while shopping, regardless of their background. Even if it was just a simple mistake and there actually was another 6'3 African American man wearing a green tank top who abandoned a cart and had his transaction voided- which seems kind of improbable to me since we don't typically see many individuals who look like my husband- the manager should have at least taken the time to come to the front of the store and apologize for the mix up.

In light of this deeply distressing incident and the inadequate response, we cannot recommend Sam's Club as a place of business that values its customers and upholds the principles of fairness and respect. We implore the management to take immediate action to address this issue and ensure such incidents like this are prevented...

The optical center ruined a $450 set of glasses frames that I brought in. The first visit where I dropped the frames off, the person working was apparently in training. She quoted me a price and made no mention of an extra $100 feet to “trace” the lenses. She did, however, go into great detail asking if she could keep the existing lenses from the frame because she was making a bowl out of the lenses customers let her have. I was told the lenses would be ready in 1-2 weeks, yet it took them 4 weeks. When I got the glasses, the lenses were so loose that they fell out of the frames. It took them another month to remake the lenses and when I got them back, the front part of the frames had been altered to the point that there was an additional 4 inches of space between the arms of the glasses; when I put them on, the arms are wider than my head and the front of the frames that were curved towards the face were then completely flat. I reluctantly paid them after being told it “wasn’t their fault” that their employee in training didn’t mention the tracing fee. When I had second thoughts, I came back in later the same day and they refused to refund the money paid even after they said they would. They stated that refunding to an HSA card would be “insurance fraud.” I would avoid this place at all cost. I spent $200 on a set on the lenses and the frames were $450. Now I’m out $650 with a set of glasses that cannot be worn. The kicker is that there is no one higher up at Sam’s club that was willing to help. Their customer service team, both in store and their call center said that the manager of that department, the same one who provided false info about refunding to an HSA card, was the only person in the the entire multi-billion dollar international company who...

My mom went yesterday to return a few items at the store and the lady she got at the customer service who I didn’t see a badge on her was a 50 or 60 year old Mexican lady with bleached blonde yellow hair and she was mean, careless, difficult, and flat out horrible . And my moms member ship card expired and she had to re buy a new one and went broke from it in order to return the items you had to have a member ship card it was ridiculous. My mom kept telling the lady that these were gifts and the lady made things more complicated and my mom kept telling her that she doesn’t have that much money to buy a $25 member ship card and just from buying it she went broke and even though she bought the lady still wanted to sell my mom this other $30 premium member ship card and the lady didn’t respect my moms choice and the lady cared more about making money off of shoving premium cards down people’s throats than the money situations and understanding of the people . The next day I went with my mom and we went to the store and we got the same horrible lady and again she was careless , rude, and difficult and me and my mom simply wanted to return literally two items in trade for a gift card to go buy groceries because we needed the food and the money. So with this other cashier there who was younger like late 20’s was more respectful, and less stressful than the other women. I’m never going back there again and not only is it expensive but it’s also to crowded and crazy and the people just drive me nuts like that women in customer service. Also credit to the manager and the other late 20’s girl they...