Sam's Club — Restaurant in Utica

Unprofessional and Inefficient Pickup Department: If you’re considering using the pickup service at this Sam’s Club, I strongly urge you to think twice.

My experiences the past 6 months here have been incredibly frustrating, with wait times far exceeding the app’s estimated 5-10 minutes. Each visit has taken 30+ minutes, and sometimes items are damaged by the staff just throwing them down into the trunk, but last night was the final straw and has led me to decide not to renew my membership when it expires in February.

We went to pick up a small grocery order after work with our 5-month-old twins in tow, expecting it to be quick. After 30 minutes of waiting, I called Member Services to check on the status of my order, but no one answered. I finally got out of the car to ask someone for help, and multiple other customers were also complaining about the same issue. One man had just arrived, heard how long I’d been waiting, and decided to leave immediately because he’s dealt with this before. Another woman told me she had been waiting over an hour!

At that point, I decided to cancel the order and leave because I couldn’t wait an hour in the car with two babies who needed to be fed. Since the app doesn’t allow you to cancel an order once you’ve marked yourself as “arrived,” I had to track down an employee. When I asked him to cancel the order, he had the audacity to ask, “Why can’t you just leave your kids?” I was absolutely floored by his lack of professionalism and awareness. My babies are 5 months old—leaving them at home isn’t even a possibility, and his suggestion was insulting. Not that it’s his business it we were on our way home and he should’ve never even suggested it and should’ve had our order out in the 5-10 minutes that the app states it’ll take.

Ultimately, we left empty-handed 45 minutes after arriving, all for an order of just five cases of water, paper plates, and pop. If this store is understaffed, management needs to address it, and the employees need proper training in customer service and efficiency. I understand that mistakes and delays happen, but this location is consistently slow and unorganized. If you value your time and sanity, I highly recommend avoiding...

No matter what time i schedule my curbside pickup i wait 45 mins or longer and none of my orders have been more then 8 small sized items. I recently had knee surgery on my left knee and during my recovery I broke my right foot so for me I have to use curbside due to my injuries. The 1st order took over an hour to be brought out to my car, I ended up being late to my son's basketball game. Another order of 4 items (2 of which were cold) and after sitting for 45 mins; I was told they lost my items and had to reshop my order. As the guy was bringing my stuff out, a bag of chips from my order fell on the ground (breaking them). Then my most recent pick up really ticked me off because after waiting for 25 mins (again for a small order) the lady bringing my order stopped to talk to another customer that she had already delivered to and that customer started going through my groceries and he dropped a box of glass storage containers and my bags of fruit on the ground!! He then picked everything up put it back on her cart and she brought it to my trunk. After she put everything in the car she walked away to go talk to that other customer again, leaving my trunk wide open and not even saying anything! With my broken foot and recovering knee i had to get out of the car and close my own trunk. The curbside service at this location has become horrendous to the point I will be canceling my membership. I do not have an hour to wait everytime I pick up. Then on a delivery order I placed, I had ordered 3lbs of hamburger and no hamburger was delivered but it was marked AND charged as delivered. Service out of the Utica Sam's Club has gone downhill so much that it's not even worth shopping here anymore. I'm assuming I'll get some generic message about how they'll use my feedback to improve things but I'm not holding my breath that it will make any sort...

I had a really frustrating experience here. I was using the self scan and my salad would not ring up. I saved it for the end after scanning everything else and asked a lady for help. She couldn't get it to scan either and called over a coworker. The coworker told her to look it up on her device and scan the device. The lady was able to look up the salad and successfully scan it into my order, but the coworker noticed that my salad was priced $9 and change and it rang up for $6 and change into my order. The coworker had to call a supervisor to come. The supervisor was rude and asked me if I really wanted the salad because it wasn't scanning in properly. I told her that I did want it. The coworker suggested typing in the $9 and change price manually but the supervisor said that she wouldn't do that because it would confuse the receipt checker at the front door. After standing there watching the three of them going back and forth trying to figure something out, I found it to be an absolute joke to spend this much time and trouble on a salad, so I told the supervisor that I didn't want it anymore. She told me that she couldn't only remove the salad that was scanned in for $6 and change and I couldn't have it for that price, she was going to have to cancel my entire order and I would have to scan everything else in again. I told her this was getting ridiculous and she told me that I should download the shop and scan app so this wouldn't happen next time. No apology or anything. I told her that I wouldn't be purchasing anything in my cart because this whole situation was silly and she shrugged and said she was only trying to help. How is this lady a supervisor? She was rude and not able to do a simple override so I could buy my groceries and leave. I wasted my Sunday grocery shopping here and got so frustrated that I left...