Sam's Club — Restaurant in Tupelo

I need to share an incredibly frustrating and disappointing experience I had today with Sam’s Club regarding an online order pickup. I placed an order online and added my mother as the pickup person, just like their website allows. The email confirmation stated she needed to check in via the app upon arrival, but she doesn’t have the app, and I couldn’t check in for her because the app requires location tracking.

Despite my mother having the order number and a valid ID—exactly as their policy states—the store refused to give her the order. Instead, they told me I had to download the app and check in from 30 minutes away, which obviously wasn’t possible.

When I called the store, the first employee put me on hold without even asking my name, and after nearly 10 minutes, the call was dropped. When I called back, another person answered with no introduction, so I politely asked for their name. Instead of answering, they became defensive and refused to tell me. Turns out, this was the store manager, who STILL wouldn’t give me their name and escalated the situation instead of resolving it.

Meanwhile, my mother was stuck in the parking lot for almost an hour with a child in the car. When the manager finally came outside, she was rude, yelled at my mother instead of helping, and told her to move her car without even introducing herself or resolving the issue. Then she had the audacity to blame my mother for the delay, saying she should have known she needed the app—even though the ordering process never stated this.

What made this situation even worse was that my young cousin, who was in the car with my mother, became so upset and scared by the manager’s aggressive behavior that he had to put his board game up to hide his face. No child should feel that level of distress just because of an order pickup.

To top it off, when I tried reaching customer service, the wait times were ridiculous, and the chat support was completely unhelpful. Instead of addressing my concerns, they offered me a $6 credit, which is honestly insulting after everything we went through.

Nowhere in their process does it say the app is REQUIRED for pickup. The confirmation email even states that if someone else is picking up, they should speak with a team member. So why was my mother treated so poorly and refused service?

Because of this awful experience, I will NOT be renewing my Sam’s Club membership and will be switching to Costco. If this is how they choose to treat their paying members, then they don’t deserve my business. Something needs to change, and I hope they take accountability for their lack of professionalism, misleading policies, and terrible customer service.

Outcome:

I expect a formal response and accountability for the actions of the employees and manager involved. This includes retraining on proper customer service and clear communication regarding order pickup procedures. Additionally, I would like a written apology and a meaningful resolution that compensates for the extreme inconvenience and stress this situation caused. If Sam’s Club values its members, they need to...

I have been a member of this Tupelo MS Sam’s Club since the late 2000’s. I have never had any issues until 2022, now into 2023. My first complaint would be from my experience in May 2022. I went into the store and spoke with two different people to place an order for a tray of cookies, a fruit tray, and a vegetable tray for my nieces high school graduation party. At the time I placed the orders the party was a week away and I provided my name and phone number. I tried to call for 2 days before the scheduled pick up day, to verify my order would be ready. I could never get anyone to answer the phone. So on the day of pick I was told they only had a fruit tray. I was told they don’t make vegetable trays and that they were out of an ingredient to make the cookies so no cookie tray. I can understand all of these explanations. I can’t understand however the fact that I could not have been told when I placed my order that they don’t make vegetable trays. Nor can I understand that no one called me before I came to pick up my order that it couldn’t all be done. I would have understood and would have tried other options to get what I needed for my nieces party. But no, none of that happened and I was left scrounging at the last minute to provide the food I said I would for my nieces party. No apology from Sam’s staff just a we can’t help you. And Here’s the fruit tray if you want it. It took me several months before I would go back and shop at this Sam’s Club. I have been treated this way twice more and never again. I will be canceling my membership. I can’t believe the lack of customer service and straight up disrespect from the staff at this store. I have never once been ugly to any staff member during my issues with them. I have let them know my issues and unhappiness with how things were handled and just got a I don’t care attitude back. The last issue was yesterday and when I called to cancel my pickup order because my husband waited for 2 hours after arriving on time to pickup and never received anything, I was told my ordered would automatically be cancelled if not picked up. I explained we tried to pick up the order but never received anything after waiting 2 hours. The girl on the phone was just like yeah your order will automatically cancel if not picked up but I’ll notate you want to cancel. I said okay. Then in a very snarky and sarcastic tone she told me to have nice day ma’am. My order of $317 dollars still has not been cancelled...

Possibly the worst managed Sam’s club I’ve ever seen.

Their stock is horrendous. I guess you have to get there at open to get any meat because 10am hits there is nothing left.

Poor meat selection.

Now the worst part and the reason I’m writing this one star review is due to the food court, possibly the worst managed food site I’ve ever seen. Never have I ever gotten a fountain drink from this place that tasted right. It’s the most simple of things to do yet the incompetent workers of this establishment can’t seem to figure it out.

The layout gets tighter and tighter to where there is essentially no room to even breath.

Today, I roll up. Trying to find some food. There are more ppl behind the counter than I have ever seen. Nobody is taking orders, instead there’s a note left on the table saying pay as you go only. No cash, no card, you must use your phone. That’s your only option in buying the only thing that makes your membership worth it.

I will be filing a formal complaint with the corporate office. This is absolutely unacceptable. If your management team cannot efficiently run what is a very easy store to run I mean, somebody buys something you replace it. A truly astonishing, really the stupidity is almost impressive.

The workers in the food court who are normally about as rude as you can imagine. Severely racist? Because it’s just old black ladies whom you can tell despise white ppl as much as their jobs. For them to Just make the call amd say you know what we’re closing down. We don’t want to make hotdogs or pizza or even check ppl out today at all is astonishing.

Legal ramifications from this...