I placed an online order on Samsclub.com on 3/29/07. The shipping method that I chose said that I would receive my order in "7-10 business days". That began an enormous run-around that I've been given by the reps at Samsclub.com, ever since that day. I still, to this day (5/3/07), haven't received my order. I e-mailed them on 4/9/07, when I checked the status of my order online, and noticed that it hadn't even shipped yet. I figured if it's going to arrive by 4/11/07, it would've had to be shipped by that time, at the latest. No response to my e-mail, but I got an automatic shipping e-mail the next day, stating that my order had been shipped. I promptly checked the web site, and it still showed "IN PROCESS" for my order, no shipping notification, no tracking info. A few days later the UPS tracking info showed up on their web site, and when I looked it up, all I got then and even today is, " UPS could not locate the shipment d! Etails for your request. Please verify your information and try again later.".
I e-mailed them again on 4/17/07 (replying to the shipping notification), telling this whole story (something I've done in the past with Samsclub.com), and I requested a supervisor get back to me at this point. Jessica P. Replied to me, with, "Thank you for contacting Sam's Club. I am showing that your order shipped on 4/11/07. It can take 7-10 business days from that date to be delivered to you. Unfortunately, the tracking information we have is incorrect. I have sent this issue to our shipping department to provide valid information." So NOW... The 7-10 days is from whenever they decide to ship the items, which did NOT show that they were out of stock when I ordered them, and I received no "delay" notices regarding them.
I replied to Jessica P. That very same night, within 3 hours of receiving the e-mail, stating that that was unacceptable (not to mention I stated in my first e-mail to her that simply saying "the order is on the way" and blo! Wing the issue off, was unacceptable, which is exactly what she ended up doing... Probably not even reading my entire e-mail). I asked what was going to be done about this inconvenience, which was entirely their fault for falsely advertising a shipping time on their web site when it's already taken twice the maximum posted time (refund shipping charge I'd say would be the least they could offer, but nothing at all was offered).
I received a reply the next day from Pamela, stating, "Thank you for contacting Sam's Club. I do apologize for any inconvenience. Sometimes If the items is not available we cannot ship them until they are available, when it does ship the standard shipping time is 7 to 10 business days. The order shipped out April 11th If you still have not gotten it by April 24th please call the member service's number below. Thank you". My answer to this, that I told them many times before is... If you don't have the items, don't advertise that you do have them on your web site. There is an "Out of Stock" notice on some items, NOT these items though at the time I placed my order, and I haven't even noticed that since then. I needed the items for a purpose that has long passed now, and it will be very difficult to get them to where they need to go now.
So, as Pamela stated, I waited not so patiently until 4/24/07, and at that point, calling did no good at all... Just an eternal wait-on-hold game for 20 minutes before having to hang up, as I was at work at the time.
On 4/26/07, Jillena replied to my e-mail from 4/5/07 (timely, don't you think? Lol), stating, "Hello Mike,
Thank you for contacting Sam's Club. Your order has shipped Wed, April 11 @09:36: 23 AM.
For further assistance please contact us @888-746-7726"
Hmmm, first off, my name isn't Mike... And may name IS on every e-mail I've sent them so far. Secondly, I've told them time and time again, that I still haven't received the order, and the tracking information right now, still (today, 5/3/07) shows that no package with that tracking number was ever shipped.
Basically, I'm getting nowhere on this whole thing, and I'm at the point where I'm about to do a chargeback on my credit card for this order. Nobody has offered a refund up to this point, not even for the measly shipping charge... When they clearly caused tons of problems with the order even being shipped out... And the advertised time to receive the product has expired a long time ago now.
I would like, and EXPECT Sam's Club to refund my money. I asked for the shipping... But that was completely ignored. At this point, I think the right thing to do would be to refund the entire order, since I haven't receive the items anyway, and it's ridiculous to ask someone who's already waited almost three times as long as the maximum shipping time, to keep waiting, when they can't even provide him with a tracking number.
Frank
Flat Rock, Michigan
U.S.A.
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