Joined Nov 2007
L5: Journeyman
Forum Thread
YMMV: Sam's Club 90-day Return policy for ANY in-store (or curbside) purchase
July 17, 2024 at
02:53 PM
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Sam's Club
Thread Details
TL;DR - Was told local Sam's Club purchases are subject the the local club's return policy, which is 90 days. However, SamClub.com orders are subject to their Satisfaction Guarantee [samsclub.com], which is kinda-sorta technically lifetime.
This was confirmed by a 45-minute call to Sam's Club corporate, who refunded my purchase but only because they were Member's Mark brand items.
Long Version:
I needed to return a couple items that broke with little use (under $50 total). Items were purchased in September 2023 on different receipts.
One item was ordered online and shipped to me. That was refunded.
The other item was ordered online but for curbside pickup. That was not eligible for return, as it was past 90 days.
I assumed the employee at the returns desk was mistaken, as she allowed the first item to be returned but not the other. She advised me to go online and click the "return" option for that order. I did so while I was still in the store, and a pop-up asked me to call the toll free customer support number. FORTY-FIVE MINUTES LATER, everyone I spoke to confirmed that each local store has their own return policy, and it was implied to be 90 days.
I was told items ordered from SamsClub.com and shipped to me pretty much have a lifetime guarantee, "within reason," so there's another loophole they're adding. Make sure you read the satisfaction guarantee I linked above, as there are seemingly new restrictions I've not seen before. For example, no refunds if you have more than 500 orders in any rolling 12-month period, if you order more than ten of the same item within a 24-hour period, and more.
YMMV, as this is the first I've heard of it, but I was transferred between so many departments and teams and they all seemed to know this was the policy. So maybe it's a quiet change in policy that they're not really advertising.
This was confirmed by a 45-minute call to Sam's Club corporate, who refunded my purchase but only because they were Member's Mark brand items.
Long Version:
I needed to return a couple items that broke with little use (under $50 total). Items were purchased in September 2023 on different receipts.
One item was ordered online and shipped to me. That was refunded.
The other item was ordered online but for curbside pickup. That was not eligible for return, as it was past 90 days.
I assumed the employee at the returns desk was mistaken, as she allowed the first item to be returned but not the other. She advised me to go online and click the "return" option for that order. I did so while I was still in the store, and a pop-up asked me to call the toll free customer support number. FORTY-FIVE MINUTES LATER, everyone I spoke to confirmed that each local store has their own return policy, and it was implied to be 90 days.
I was told items ordered from SamsClub.com and shipped to me pretty much have a lifetime guarantee, "within reason," so there's another loophole they're adding. Make sure you read the satisfaction guarantee I linked above, as there are seemingly new restrictions I've not seen before. For example, no refunds if you have more than 500 orders in any rolling 12-month period, if you order more than ten of the same item within a 24-hour period, and more.
YMMV, as this is the first I've heard of it, but I was transferred between so many departments and teams and they all seemed to know this was the policy. So maybe it's a quiet change in policy that they're not really advertising.
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I purchased some member's mark outdoor items specifically because they have the satisfaction guarantee and i'm skeptical how long they'll last. With any retailer, this kinda thing can be spotty depending on who you get at customer service - but pretty much always can be handled if you deal with them long enough. I treat them like an insurer, the default answer is usually *no* with the intent most folks will just give up quickly.
There's always language that gives them a little wiggle room, and I get it - they obviously have people that abuse the system/malicious intent. I try to consider that the customer service person may have just dealt with a scammer right before helping me; but when that person lies to me about their policies, etc... I'll call them on their BS.