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Curb side pickup scheduled for 5pm-6pm window. At 5:30pm, when my order was still not "ready" in the app, I attempted calling the store. After 10 minutes, 2 phone calls, I was finally connected with Jacob in customer service. Jacob stated, "we've very behind... well, not very behind, but we're behind and pulling your order. Can you give us another 20 minutes or so?" I stated I could not, as my order was already 30 minutes late. Jacob wouldn't look up my order, never asked for my name. So, as Jacob (who wouldn't give his name) was especially unhelpful, I asked to speak to his boss. Several minutes later, a woman came on the line. She didn't give her name either, but did identify as a manager. Later, after becoming argumentative about Sam's being now 45 minutes late, I directly asked for her name "Lily." Lily Ted the same line as Jacob. My order didn't walk out of the door until 6:04pm! Jesus strolled out with my order and continued to hang out next to my car for several additional minutes to eaves drop on my phone calls to corporate. Mark, corporate, could not have been nicer. I was livid! I told Mark everything and simply asked for a refund of the remaining time on my membership as I refused to continue shopping at Sam's after this experience. Total call time: 45 minutes! I requested Mark remain on the line while I checked my groceries. I took images of the molded produce, damaged dry goods, and damaged bakery items. Mark went above and beyond and refunded my my total $108 membership fee. Mark was able to hear me go in and talk to Jacob as well as Lily. Both Jacob and Lily were confrontational when I asked for a refund for molded and damaged groceries. I made sure to keep Mark on the phone so corporate is aware of what happens in NM stores. Jacob couldn't refund the 3 damaged items. Lily came and offered replacements multiple times despite me clearly stating, "I want a refund for damage and inedible grocery items." Lily decided to go a step further and state that I was asking for a full refund, $184 in items! The best part, Mark (recorded corporate phone call) was able to hear all of this. The only thing Mark was unable to see was the foul looks and eye rolling from Lily. Lily encountered the same issue Jacob did and couldn't figure out how to refund for the 3 inedible grocery items - Lily processed a full refund of $184 for items that had a value of about $25! I requested a paper receipt for my records. All together, Sam's lost $300 today. They also lost any future business I would certainly have given them as a member. All due to Lily's confrontational approach to "customer service" and their inability to lead a shift. I cannot directly fault Jesus and Jacob if their example is someone like Lilly who raises their voice towards customers, speaks over customers when they have a comment, and deliberately pulls molded produce - Lilly stated over the phone she would pull my cold items as that was all that was left to be done when I spoke to her at 5:45pm! Molded food can cause serious health issues up to and including death. I'm already disabled. Was Lily trying to kill a customer?! While I appreciate the end result, this never should have happened. I shouldn't have to examine my products before leaving the parking lot. Nor should I have to repeatedly demand a refund/escalate above the store level. That's the culture though for Walmart/Sam's.
When I need to purchase paper towels, toilet paper or other items I need to get a good deal as bulk I know I can trust that Sam club will have it. Customer service is lacking but it can always be improved. The store for the most part is clean. Safety hazards are always in use when they moving merchandise. There is this nice older man that wears glasses and is often bringing in the carts. I would say that cart attendant demonstrates the best exceptional customer service and always makes you feel welcoming. He does it with so much grace and when I was injured of my wrist he even made him self more available and helped me load my items into my car.
I ordered Cottonelle wipes and received expired French's Crispy Fried Onions. I called customer service for assistance Ava they were very unprofessional, advised they didn't care about my issues. I told them I was recording their comments and they hung up on me. I then called to cancel my membership, stayed on hold as "the next in line" for 30 minutes, then that line also hung up. Very disappointed, I've been a member for more than 15 years. Their customer service has really gone downhill.
The fresh food here sucks. No other way to put it. I used to be a plus member but everything relatively healthy is expired and rotting. I have bought fruit and veggie smoothie for my kids-EXPIRED. Premixed salad-EXPIRED. Broccoli florets-EXPIRED. Cherry tomatoes-EXPIRED. The sad thing is that all these experiences happened on different visits spanning about a year so this is obviously a habit they have of selling expired and moldy food. We have brought this up to some employees, then the store manager then contacted corporate and guess what? NO RESPONSE! I don't believe they even care. I have since downgraded to a regular membership because I do like some of the non perishables here but I guess I didn't learn my lesson because I picked up some more produce Saturday, went to use them On Tuesday and found mold. It's absolutely ridiculous. I have since gotten a Costco membership and am very happy with their produce. My recommendation? Don't buy any fresh food here, it's probably expired or moldy. Shoppers beware!!
Love this Sam's Club. Team members are helpful and friendly. The Enviorment is clean and well stocked.
AUTO TIRES & SERVICES: I had a great deal on 4 Michelin tires for my SUV. $153/tire plus $15 installation fee/tire. Overall, I was to pay about $670 + tax, but they had a promo that will take $70 off if 4 Michelin tires were bought. The friendly and knowledgeable cashier also offered a free battery check which I agreed to. But looking at the receipt, I don't think it was done which I don't mind because I recently had my battery replaced at the dealership anyways. When you buy tires from Sam's Club, it comes with attractive perks such as: lifetime free tire balance and rotation and tire repairs (until 2/32nds or less of tires remaining), road hazard protection, no-charge waste tire disposal, 3 years of unlimited emergency tire change service with inflated spare tire, etc. They paged me when they were done which did not take too long. While retrieving my car keys, I noticed they also had ongoing service offer on headlight renewal where they clean your yellowish/discolored headlights. I decided to avail this service. I wish it was mentioned by the cashier earlier. This time, the service took I think about 1.5 hour as it was already noon and the store was busier. There was already a line forming at the cashier being manned by only one employee. I was very satisfied with the headlight cleaning service which I paid $33 for. My headlights glass were sparkly clean and crystal clear like brand new! I was told not to wash the car for at least 48 hours. The service also came with limited 5 year warranty which I thought was pretty neat. CUSTOMER SERVICE: I came to retrieve my Sam's Club membership card (which I renewed online for $48) and for my Sam's Club MasterCard. They took two pictures, one for the temporary card and another one which they will send to the credit card company. I was told to expect to receive my credit card through mail in 7 to 14 days. I have no complaints other than, they were unable to turn off the autorenewal annual membership on my account. I told them I was prompted to go to Sams Club location to do this when I tried doing this online. I was instructed to call the customer service which I will do tomorrow. GROCERIES: I thought at least 30% of the items I wanted to buy had no price tags so most of the time, I did not buy them. Also Christmas-related items were scattered in different locations, like gift wrappers were in one place, tags and ribbons in another and Christmas cards were all the way on a completely different aisle (I had a hard time finding them). There were lots of food stands offering free taste of yummy foods, as it was the weekend. SAM'S CLUB CAFETERIA: They had really cheap prizes on pizza, hotdogs, etc. GAS: Very competitive prices. $1.70/gallon as of December 2015. For the discounts I got (especially from the auto services), I thought membership fee was worth it, especially for tire rotations and other services that will come with the tire and headlights warranty. Will probably renew again next year.
Really great prices on gas and lines are never long. I usually shop at Sam's for basic necessities to stock up on while in ABQ. They have facial recognition so you don't have to show your receipt upon exiting. Unfortunately the Sam's in ABQ never has a great variety of coffee or Asian food. read more
1 year ago
Curb side pickup scheduled for 5pm-6pm window. At 5:30pm, when my order was still not "ready" in the app, I attempted calling the store. After 10 minutes, 2 phone calls, I was finally connected with Jacob in customer service. Jacob stated, "we've very behind... well, not very behind, but we're behind and pulling your order. Can you give us another 20 minutes or so?" I stated I could not, as my order was already 30 minutes late. Jacob wouldn't look up my order, never asked for my name. So, as Jacob (who wouldn't give his name) was especially unhelpful, I asked to speak to his boss. Several minutes later, a woman came on the line. She didn't give her name either, but did identify as a manager. Later, after becoming argumentative about Sam's being now 45 minutes late, I directly asked for her name "Lily." Lily Ted the same line as Jacob. My order didn't walk out of the door until 6:04pm! Jesus strolled out with my order and continued to hang out next to my car for several additional minutes to eaves drop on my phone calls to corporate. Mark, corporate, could not have been nicer. I was livid! I told Mark everything and simply asked for a refund of the remaining time on my membership as I refused to continue shopping at Sam's after this experience. Total call time: 45 minutes! I requested Mark remain on the line while I checked my groceries. I took images of the molded produce, damaged dry goods, and damaged bakery items. Mark went above and beyond and refunded my my total $108 membership fee. Mark was able to hear me go in and talk to Jacob as well as Lily. Both Jacob and Lily were confrontational when I asked for a refund for molded and damaged groceries. I made sure to keep Mark on the phone so corporate is aware of what happens in NM stores. Jacob couldn't refund the 3 damaged items. Lily came and offered replacements multiple times despite me clearly stating, "I want a refund for damage and inedible grocery items." Lily decided to go a step further and state that I was asking for a full refund, $184 in items! The best part, Mark (recorded corporate phone call) was able to hear all of this. The only thing Mark was unable to see was the foul looks and eye rolling from Lily. Lily encountered the same issue Jacob did and couldn't figure out how to refund for the 3 inedible grocery items - Lily processed a full refund of $184 for items that had a value of about $25! I requested a paper receipt for my records. All together, Sam's lost $300 today. They also lost any future business I would certainly have given them as a member. All due to Lily's confrontational approach to "customer service" and their inability to lead a shift. I cannot directly fault Jesus and Jacob if their example is someone like Lilly who raises their voice towards customers, speaks over customers when they have a comment, and deliberately pulls molded produce - Lilly stated over the phone she would pull my cold items as that was all that was left to be done when I spoke to her at 5:45pm! Molded food can cause serious health issues up to and including death. I'm already disabled. Was Lily trying to kill a customer?! While I appreciate the end result, this never should have happened. I shouldn't have to examine my products before leaving the parking lot. Nor should I have to repeatedly demand a refund/escalate above the store level. That's the culture though for Walmart/Sam's. read more
11 months ago
Business owner information
Sam's Club _.
We appreciate your feedback. This will be forwarded to the correct…
1 year ago
When I need to purchase paper towels, toilet paper or other items I need to get a good deal as bulk I know I can trust that Sam club will have it. Customer service is lacking but it can always be improved. The store for the most part is clean. Safety hazards are always in use when they moving merchandise. There is this nice older man that wears glasses and is often bringing in the carts. I would say that cart attendant demonstrates the best exceptional customer service and always makes you feel welcoming. He does it with so much grace and when I was injured of my wrist he even made him self more available and helped me load my items into my car. read more
2 years ago
I ordered Cottonelle wipes and received expired French's Crispy Fried Onions. I called customer service for assistance Ava they were very unprofessional, advised they didn't care about my issues. I told them I was recording their comments and they hung up on me. I then called to cancel my membership, stayed on hold as "the next in line" for 30 minutes, then that line also hung up. Very disappointed, I've been a member for more than 15 years. Their customer service has really gone downhill. read more
Business owner information
Sam's Club _.
We appreciate your feedback. This will be forwarded to the correct…
5 years ago
The fresh food here sucks. No other way to put it. I used to be a plus member but everything relatively healthy is expired and rotting. I have bought fruit and veggie smoothie for my kids-EXPIRED. Premixed salad-EXPIRED. Broccoli florets-EXPIRED. Cherry tomatoes-EXPIRED. The sad thing is that all these experiences happened on different visits spanning about a year so this is obviously a habit they have of selling expired and moldy food. We have brought this up to some employees, then the store manager then contacted corporate and guess what? NO RESPONSE! I don't believe they even care. I have since downgraded to a regular membership because I do like some of the non perishables here but I guess I didn't learn my lesson because I picked up some more produce Saturday, went to use them On Tuesday and found mold. It's absolutely ridiculous. I have since gotten a Costco membership and am very happy with their produce. My recommendation? Don't buy any fresh food here, it's probably expired or moldy. Shoppers beware!! read more
4 years ago
4 years ago
Love this Sam's Club. Team members are helpful and friendly. The Enviorment is clean and well stocked. read more
4 years ago
4 years ago
4 years ago
5 years ago
5 years ago
The past 4 times that I've shopped for fruits and vegetables like oranges, lemons, avocados, potatoes and pineapple at this location, they all start rot and mold within 24 hours. It's ALWAYS the produce read more
5 years ago
11 years ago
AUTO TIRES & SERVICES: I had a great deal on 4 Michelin tires for my SUV. $153/tire plus $15 installation fee/tire. Overall, I was to pay about $670 + tax, but they had a promo that will take $70 off if 4 Michelin tires were bought. The friendly and knowledgeable cashier also offered a free battery check which I agreed to. But looking at the receipt, I don't think it was done which I don't mind because I recently had my battery replaced at the dealership anyways. When you buy tires from Sam's Club, it comes with attractive perks such as: lifetime free tire balance and rotation and tire repairs (until 2/32nds or less of tires remaining), road hazard protection, no-charge waste tire disposal, 3 years of unlimited emergency tire change service with inflated spare tire, etc. They paged me when they were done which did not take too long. While retrieving my car keys, I noticed they also had ongoing service offer on headlight renewal where they clean your yellowish/discolored headlights. I decided to avail this service. I wish it was mentioned by the cashier earlier. This time, the service took I think about 1.5 hour as it was already noon and the store was busier. There was already a line forming at the cashier being manned by only one employee. I was very satisfied with the headlight cleaning service which I paid $33 for. My headlights glass were sparkly clean and crystal clear like brand new! I was told not to wash the car for at least 48 hours. The service also came with limited 5 year warranty which I thought was pretty neat. CUSTOMER SERVICE: I came to retrieve my Sam's Club membership card (which I renewed online for $48) and for my Sam's Club MasterCard. They took two pictures, one for the temporary card and another one which they will send to the credit card company. I was told to expect to receive my credit card through mail in 7 to 14 days. I have no complaints other than, they were unable to turn off the autorenewal annual membership on my account. I told them I was prompted to go to Sams Club location to do this when I tried doing this online. I was instructed to call the customer service which I will do tomorrow. GROCERIES: I thought at least 30% of the items I wanted to buy had no price tags so most of the time, I did not buy them. Also Christmas-related items were scattered in different locations, like gift wrappers were in one place, tags and ribbons in another and Christmas cards were all the way on a completely different aisle (I had a hard time finding them). There were lots of food stands offering free taste of yummy foods, as it was the weekend. SAM'S CLUB CAFETERIA: They had really cheap prizes on pizza, hotdogs, etc. GAS: Very competitive prices. $1.70/gallon as of December 2015. For the discounts I got (especially from the auto services), I thought membership fee was worth it, especially for tire rotations and other services that will come with the tire and headlights warranty. Will probably renew again next year. read more
5 years ago
Well, I went and ordered my daughters cake for her 3rd birthday in advance 4 weeks ago. I called make sure everything was going to be ready by 5/29 and was told they couldn't find my order then they found it and did it for the wrong date,a week before.so I had to put in a new order , I asked if the party trays I ordered were going to be ready as well and was told by the lady "more then likely they have those for you" "that's another department " well the day came and I was there to get the cake.only for it not to be ready yet, and my party trays not even started or found!!! To top it off, look at the cake!!!!! It's crooked. I'm disappointed by the whole experience. Never will I do this again. 70.00 for a crooked messed up cake and another 70.00 for the trays. I was on top of it late to my daughters own party because I had to wait another 30 mins to get all the trays ready and the cake. Then check out on a Saturday? read more
7 years ago
6 years ago
9 years ago
This Sam's club in my opinion has to be one of the good ones,workers are always friendly store is always stocked and organized.. read more
10 years ago
I love shopping here get stuff to last the whole month or longer depending on what to buy...good quality...friendly staff love the food court always get a or the pretzel with lots of butter no salt I can go there just to eat not shop love me some sams club read more
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