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I ordered a mattress online and after several notices to wait, I calked to cancel the order. I was told to call the dedicated Serta number for Sams club and waited over two hours on each of two different days.
The customer service reps were very little help when I finally got through to them to cancel the order. They said I would have to call Serta itself.
When I finally got to Serta, they said they would cancel the order. A week later I got a notice that the order was beibg shipped. Once again I went through the hassle of calling Sams and was told the refund would be issued in 5 to 7 days.
3 weeks later I am still waiting. Today I called Sams again and after waiting for over hslf an hour talked to a person on a foreign country who tried to help but eventually told me I needed to call the dedicated Sams line at Serta. Problem is, that line is only active from 9 to 5 eastern time. Really??
How do people in the western states handle this?
Alaska, Hawaii...ridiculous!! Sams is big enough and has enough money to make refunding an online order as trouble free as doing a refund in the store. I have kept incident numbers from every call I have made to their pitiful non-help line.
For a reference as to my understanding of the retail business, I have been in the big box retail business for over 30 years abd have never encountered such a poorly run customer service situation. Do not order online from Sams!!
User's recommendation: Do not order online from Sams!!
Product or Service Mentioned: Sams Club Customer Care.
Preferred solution: Full refund.
Sams Club Pros: Close to home, Excellent prices.
Sams Club Cons: Inability to process online refunds, Failure to honor advertised promotion failure to rectify issues.