Sam's Club — Restaurant in Oklahoma City

Tire service / POOR customer service

I’ve had zero complaints with Sams until today. I simply needed 2 TPMS sensors fixed on my tires. That’s it. This is what went down...

First problem, poor confidence: the man at the counter basically said he “wasn’t very good at doing this.” Which, okay, I appreciate the honesty...but why advertise a service that you can’t confidently and competently complete? Second problem, I was required to pay for the service UP FRONT before it was even complete, ($91.51 - for 2 TPMS + rotation & balance) this was very foreign to me, especially in the car service business. Regardless, and against my better judgement, I went ahead and left the vehicle with the words: “I paid for your service, you need to fix this problem, the tire pressure monitoring system light needs to be off when I return.” To which Kurt responded: “In theory, I hope we can make this happen.” Again, how does that sit with you? “In theory” I’m amazed that I’m even typing this out. Third problem: I wait...for 30 minutes, now granted, they told me this would take an hour, so I’m being patient. But when I look through the service window, they are now servicing vehicles that were BEHIND me in line? My truck is in the bay, but no one around it. So I go back to the counter and say “you know, why don’t y’all just call me when it’s finished. Matt, the manager (I’m Assuming) says “no problem at all, we’ll call you an hour from now.” My wife picks me up at noon, takes me home... Fourth problem: 2 hours later, I still don’t get a call, so I call them, after being on hold for 10 minutes, someone answers the phone and says , “oh yes, your truck is finished.” I ask , “great, is the light on or off for TPMS”...the man reply’s “well I think there’s a problem with your truck because we put new ones in but the computer is not registering them”...I reply “so it’s not fixed, okay, well there is nothing wrong with the truck according to the dealer except the TPMS, so please deliver the service I paid for, then call me back.” Fifth problem: 1 hour goes by (this has now taken up nearly half my day off) and no call from Sams, so I drive up to Sams, and what do you know my truck is outside the bay...parked in the lot, but no one ever calls me. Interesting...how is this satisfactory customer service? So I go in, there is 3 customers at the tire counter and I can tell the guy working (Kurt) is overwhelmed. So I’m waiting, even though I’m late for a date with my wife, I’m waiting. I’m looking around and seeing 3 to 4 other Sams employees standing around talking, but not helping the tire counter. Finally I get ones attention and say, “please, I just need my truck, it’s paid for, I need to go.” The guy says, “oh ya, here’s your key just sign here.” I ask, “great, did you fix it? he says, “well no so sorry but something is wrong with your truck. We checked it several times but can’t fix it?” I reply, “forget about it, have a good day.”

THIS IS POOR POOR POOR CUSTOMER SERVICE. I hope this review results in a refund. This may be our last year as Sams members. Definitely last time to do tire service...

I have been a Sam's Club member for over a decade. My regular visits are pretty uneventful as I tend to use the self checkout lanes more often than not. Having been a checker in a previous job I thought I would support the humans that still have the position and I decided to go to a real live person. After removing my smaller items from the cart I was met with utter contempt and hostility. The checker refused to scan the remaining large items in my cart unless I put them on the conveyor belt. In previous engagements the checkers have requested I not put any items on the conveyor as they were delighted to assist with the process. She then made it a point to aggresively toss every item in a heap on the counter and avoided putting anything into the cart. After I made payment she left the pile on the counter and proceeded to check out the other customers in line without making them remove items from the cart and even put them into empty boxes for them as I moved my purchases from the counter to the cart. Definitely the most unprofessional behavior I have ever seen from a checker. I get if someone is having a bad day but there was no need to treat a customer so rudely. I told my son that she exemplifies all the traits of poor...

So I come here every week with my kids and I wasn't expecting the situation I was put in today i was with my kids and had my cart with my groceries and I had a female employee and if I'm not wrong the other was a supervisor and they took a look at and said "they probably paying with food stamps because they look poor" I didn't say anything back to them because I had my children with me and I didn't want to cause I big scence they thought I didn't understand English because I am Hispanic and I both understand and speak english so I understood their comment I took it as racist because they thought my family and I didn't speak english and my kids asked me why they had made those comments towards us I didn't feel comfortable in the store anymore and we didn't even pay with food stamps and if we did what would the problem be I don't understand their attitude I'm not asking any of them to pay for my groceries so they shouldn't be concerned how I'm paying it hopefully you will do something about this situation I wouldn't want any other customer to be looked down on or treated the way I was and I will not be back. Here I left the pictures of the employees that put me in such an uncomfortable situation...