This is an e-mail that I have sent to SAMs club regarding a recent experience with them. Since then I have received no response so I am posting for anyone else who may have a similar story.
"I am writing to these addresses since using your website form has not produced a response.
I don't have a current membership number to fill in on the online form. My wife and I did have a number (cancelled number xxxxxxxxxxxxxxxx) until Saturday 9/10 when we quit the SAMs club #6366 in Vestal NY.
We quit over what should have been a very minor issue that any manager worth a grain of salt should have been able to handle.
We had made a purchase of two chairs. Shortly after making that purchase, the store lowered the price. We then obtained a price refund at the new price. The store then lowered the price again days later. However, we did not discover this until the so called store policy of 7 days had passed. When we tried to get the second price match the woman at the service desk would not issue the price difference refund stating that you are allowed only one price match per product. I said that I already know I could process a flat out return and repurchase the chairs. She said yes.
Secondly, I asked to speak to the manager but she only called him but did not ask him to, or he would not, come to the service desk. She relayed the situation to him and his response was that there was nothing that he could do, this is store policy. Before let she let me finish what I would have said to him, I said that if they were going to physically make me bring the chairs back to the store only to do the same transaction that they could have done with the exact same sales receipt, that I would cancel our membership. She then called him back, again no face-to-face discussion and told him that we would cancel. He said that it is store policy and he was sorry we felt that way.
So, I left for home and returned with my two chairs still in the sealed boxes, processed the refund and repurchase (I ended up with the same two chairs at the lower price), and then completed cancelling our membership that required the store manager to come to the service desk to give his approval to the transaction. He did not say a word, he didn't even make eye contact, very unprofessional.
This is the same store that claims to have a policy regarding making a purchase for a later pickup. According to this store you must pick up a purchase within 24 hours of such purchase or the item (s) is put back on the floor for sale and a refund issued. It just so happens that the last new chair in a box, yes the exact same chair I purchased, has been sitting at the front of the store with a sold sign since Tuesday 9/5 until at least when I was last there on 9/10. For a store manager who wants to spout off about sticking to store policies, he doesn't know when to uphold the right policy when it comes down to customer satisfaction.
Is this store meeting it's target number for new membership growth? The store manager's name on the receipt states his name is Paul Lenz but the only name spoken or that I could see on this store manager's name was a first name of Frank.
I want to know from you what you plan to do about this situation or what you plan to do to get my wife and I back as customers? Considering we spend thousands of dollars there per year, BJ's would be very happy to have us as their customers."
The bottom line is the manager could make adjustments to any policies he wants to if it is in the best interest of the store and his customer. That is why their title is "manager" and not clerk. A manager is supposed to manage day-to-day situations.
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