Sam's Club — Restaurant in Town of Fishkill

Trash! Don't order a mattress online to be delivered or use curbside pickup. Ordered a Serta mattress to be delivered. Supposed to be "delivered by the 24th" well the 24th came and went, no tracking information or anything. I went to cancel my order on the 25th and was going to pick up one in the local store, well the app wouldn't let me cancel, it said I needed to call customer service. Called, waited on hold for almost a half hour to be told that because my order was pending it couldn't be canceled. They tried calling Serta directly to cancel, but the were closed so they would cancel the order the next day and would call me back. Well the day on the 26th I ordered 1 from the local store for curbside pickup. Got to the at 520. I scheduled a 5 to 6 pickup time. Well according to the app, it wasn't ready to be picked up, so I go into the store, take one off of the floor and wheel it to membership to tell them I have my mattress and they tell me to go to the online pickup section of the store. The associate there can't find my order number and eventually realized noone did there job and got it from the floor... the whole time I'm in the store I'm on the phone with customer service because the original mattress now shows it shipped and will be delivered the following week. I told the lady on the phone I was told yesterday they would cancel the order. I have a new mattress and don't want the other one delivered. Eventually they were able to cancel the shipment (so they said, i bet the mattress still shows up next week) then they tell me I need to call Serta directly to get a refund? Are you serious? And of course its after 5 and Serta is closed so I have to call them after the weekend. So frustrated.... moral of the story, don't expect your mattress to show up on time. Don't expect any helpful customer service and if you want a mattress from just go in the store and buy it, don't do curbside pickup.... i wonder what returning this mattress is going to be like if I...

Sam’s really need to FIRE IMMEDIATELY the front end manager DAVE SERRANO. By far the worst person to deal with. He was called 4 times to assist me with an issue I had on a order placed online. The first time he was called by an employee named Cristal Banks who was very sweet & helpful, she called him over the intercom, he called her on the phone & asked what was the problem she explained & he proceeded to tell her to take care of the issue. After 2 hours of every employee trying to help me I finally asked for them to just call the manager maybe he help. Customer service guy Pedro called Dave Serrano 3 times and not once did this so called manager came to assist. Waited over 30 min until he finally showed up to argue with me stating he was never called to the front and he was assisting another customer. Which is completely understandable however he could have communicated that with customer service instead of having them call him 3 times. He had a very nasty attitude with me, a new customer who waited over 2 hours for assistance. I finally asked him what was his last name and his response was I am not giving you my last name, my husband looked at him and said oh we will get your last name he then said no you won’t. Well sure enough we did. Dave Serrano needs to be fired. He has no regards or respect for customers. He was very nasty and rude and I was shocked on how he was speaking to me. I canceled my membership immediately after that & DO NOT PLAN ON SHOPPING EVERY AGAIN AT SAMS. WORST EXPERIENCE EVER. I had no issues with my order I was beyond patient and nice to every employee until the manager (he is not no manager for conducting himself in that manner) DAVE SERRANO spoke to me the way he did. This is AWFUL. It’s a shame Sams in Fishkill has this person...

I recently had an extremely disappointing experience at my local Sam's Club, and unfortunately, it all boiled down to bad management. I'm honestly shocked at the lack of management and leadership at this Sam's Club. The biggest problem was how the front-end was being run, but what really took it over the top was the complete lack of action from the General Manager (GM) of the store. The front-end manager Jessica was practically glued to their phone at the member service desk, completely ignoring the chaos around them. Customers were getting frustrated, the self-checkouts were malfunctioning, and employees were scrambling. Yet the front-end manager didn't lift a finger to help or even check in with the staff. But what was even more concerning was that the GM of the store seemed totally unaware (or just indifferent) to what was happening. No one stepped in to manage the situation, provide any direction, or even show any kind of leadership. It's clear that the GM didn't address the issues, and the store was being run poorly. I saw several employees trying their best to make up for the lack of supervision, but it was obvious they weren't getting the guidance or support they needed. It was incredibly frustrating to see a store with so much potential completely fall apart due to...