Sam's Club
Inflexibility of Service - Customer Service

Sam's Club on Beach Blvd.in Jacksonville, Florida is disorganized and very poorly run. I have gone there a few times with my brother who has a business membership. I live in a rural community and do not get into town enough to make it worth buying a membership. However, each time I have been there we have had one or more issues. On my last visit the morning of 7/25/09, I tried to purchase a $1,000 sectional sofa. But they would not allow me to write a check because I was not a member. They only said that I could use a debit card. So, they did not care that I wasn't a member, they only wanted to make sure I gave them immediate cash. I did not have my debit card on me so I asked if I could just purchase a membership on the spot in order to just get the sofa. They said I would have to go to the Customer Support desk - which meant I would have had to get out of line, get the membership and then come back to purchase the couch - they would not just let me pay for a membership at the checkout counter and do the paperwork afterwards. So, I ended up just leaving without the sofa and without doing a membership. Their lack of flexibility has cost them a large purchase and the loss of a customer. It has also cost them a business member as my brother was also irritated and has vowed to never return. I spoke to the manager who basically blew me off. When he heard my story he should have tried to give me a discount on a membership or on the purchase.instead of saving the purchase and gaining a happy customer, he chose to just dismiss me. Oh well, as a business member my brother is there a few times a week. His membership is about to expire and he is moving to Costco. At this point, I think it is best to just go to Costco and Target instead of Sam's Club and Walmart. They obviously feel like they are giants and cannot be hurt by the loss of a customer here and there.

Company: Sam's Club
Country: USA

  <     >