Sams Club Fairlawn

I’ve been quite disappointed with the online ordering system at Sam’s Club lately. I’ve placed a total of five orders online, three of which were for delivery and two for curbside pickup. Out of these five orders, only two were successfully delivered. The other three orders were canceled because the items were out of stock. However, when I placed the orders, there was no indication that the items were out of stock. It seems like there should be a better system in place to accommodate customers’ needs, especially considering the cost of the goods.

We have been a member for years. Always found Sam's Club to be a great resource. However, last evening, my experience was so bad that I had to leave a comment. Lowanda, at the service desk was supposed to be "helping me". She never looked at me, just kept giving me commands, "I need your drivers license", " show me your card", "I need that paper". Honestly I felt like I was a criminal. In the end, I received the $55.00 credit for the overcharge, but she never said "Thank you", or "I'm sorry for the inconvenience", "or have a nice evening"...nothing. She basically never acknowledged me at all! SO rude. Sam's Club you can do better.

We have recently started shopping at the Fairlawn location. The store is neat and clean. We find the prices very reasonable. We like that there is self check out available. Every time we ask for help, the employees have been so helpful. Today we needed to order a cake and Nicole in the bakery was super friendly and very helpful. The meat department looks very fresh. Great wine selection. We love our new Members Mark pan/pot set.

My issue is the entire entity, not just this Club. The Club associates at this Club are not friendly. They avert their eyes and do not smile back. I used to love the pickup feature, but I can be the only car in the pickup area and wait 20 minutes for an associate to come out. I dislike the new door system. Either trust me on my self scan or change the door system. It somehow takes longer and if I add an item to my order after checkout, which the app allows you to do, whoa nelly! I continually have orders canceled with no explanation.scratch that, the emails said I requested the cancellation—-that has yet to actually be the truth. I have had attempted delivery by SPARK Drivers requiring a signature even though I chose SHIPPING!!! And not Delivery. When items get delivered, I often have one item missing. I have even had missing items in shipped boxes. I have been told items were canceled BY THEM only for them to show up at my doorstep after I reordered leaving me with double what I need. It seems to have gotten worse the last few months. The bad just outweighs the convenience and savings at this point. I canceled my membership renewal. If I can’t do something without having minimal issues, I don’t need it in my life.

I used the Sam’s Club app for grocery delivery. My order was scheduled to arrive between 2 and 4pm. It was snowing heavily, so I completely understood there might be delays. However, by 6pm there was still no update, so I called. The first representative I spoke with was extremely rude, even though I was very kind and patient. She did not want to help and transferred me. The second woman was wonderful, very kind, and said the order could come the next day, which I agreed to. By the next day at 6pm, there was still no update in the app. I tried calling multiple times between 12 and 4pm and no one answered. When I finally got through, the woman was rude again, put me on hold for 30 minutes, and when someone finally picked up, they hung up on me. I ended up driving to the store, and the staff there were also rude. The phones were literally ringing nonstop while employees ignored them. Overall, terrible customer service and zero communication.