Review Insights · App Store
Sam's Club Shopping & Delivery
Sam’s Club · 5,020,224 ratings · ★ 4.9
4.9
★★★★★
5,020,224 ratings
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Top complaints - extracted from 19 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
7 negative reviews mention this · 37% of all complaints
★★★★★ "Recent update causing crashes. After the most recent update, the app constantly crashes, and I’m not able to use it to populate my shopping cart or send in pick up orders as I usually do. This has not happened before… I have deleted the app and reinstalled it, to no avai…" - sgjead
2
"items"
4 negative reviews mention this · 21% of all complaints
★★★★★ "Low stock. Every time I try to place an order it seems like half of the items I am trying to order are sold out. I first tried curbside pickup and it was not available so I tried to have it shipped and it said it was not available that way either." - Tlivesp2
3
"total"
3 negative reviews mention this · 16% of all complaints
★★★★★ "Today- Check out Wonky. Check out got hung in a loop. Then Sam’s bucks application reduced the total in the credit card block but not the total block." - LivinTheDream254
4
"trying"
3 negative reviews mention this · 16% of all complaints
★★★★★ "I’m a old plus member and this app keeps trying to charge me shipping. On soft drinks" - Brenda Guffey
5
"online"
3 negative reviews mention this · 16% of all complaints
★★★★★ "Order issues. I have NEVER had so much trouble to place an online order! Very frustrating. System would not allow the delivery address & have delivered to my mothers before. Also problems with payment ! VERY FRUSTRATING!" - tinkforever53
6
"system"
3 negative reviews mention this · 16% of all complaints
★★★★★ "Order issues. I have NEVER had so much trouble to place an online order! Very frustrating. System would not allow the delivery address & have delivered to my mothers before. Also problems with payment ! VERY FRUSTRATING!" - tinkforever53
7
"delivery"
3 negative reviews mention this · 16% of all complaints
★★★★★ "Order issues. I have NEVER had so much trouble to place an online order! Very frustrating. System would not allow the delivery address & have delivered to my mothers before. Also problems with payment ! VERY FRUSTRATING!" - tinkforever53
📋 All 19 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Recent update causing crashes
After the most recent update, the app constantly crashes, and I’m not able to use it to populate my shopping cart or send in pick up orders as I usually do. This has not happened before… I have deleted the app and reinstalled it, to no avail.
App stinks!
They cancel parts of orders with no explanation.
Website,app whatever took 1.5 hours to order cupcakes because the site would not send code!!!
Very frustrating
Horror story
Had the worst time removing and adding a member
What happened to the sign in?
This app used to be very user-friendly when logging in with iPhone, Face ID. Over the last 2-3 months, it's forced me to recall, username & password information as opposed to allowing me to use Face ID recognition. This is annoying. It’s like taking a step backwards. The whole point of Face ID is to unlock accounts so that you have the convenience of not having to type in information every time you want to login, in particular as a senior. Now this app is forcing me to login even though I have active Face ID, which makes absolutely no sense. This has been going on for months now. If they fix this issue, I will change my review.
Low stock
Every time I try to place an order it seems like half of the items I am trying to order are sold out. I first tried curbside pickup and it was not available so I tried to have it shipped and it said it was not available that way either.
Order issues
I have NEVER had so much trouble to place an online order! Very frustrating. System would not allow the delivery address & have delivered to my mothers before. Also problems with payment ! VERY FRUSTRATING!
Order canceled without reason
My order was suddenly canceled after I received a message that it was in route.
When my order was canceled, I first tried to find out information by calling and also chatting and both were AI powered and useless as they did not provide any additional information other than what I already knew. They prefaced both interactions with a statement saying that mistakes can be made.
I called Sam’s club store directly and was transferred several times until I finally talked to a man at curbside who explained that the delivery was returned without reason, that the driver could not speak English and didn’t offer up any details other than he couldn’t deliver.
After experiencing this, and the AI generated phone and chat, I will be canceling my membership prior to October renewal.
I’m thinking I will probably join Costco.
When my order was canceled, I first tried to find out information by calling and also chatting and both were AI powered and useless as they did not provide any additional information other than what I already knew. They prefaced both interactions with a statement saying that mistakes can be made.
I called Sam’s club store directly and was transferred several times until I finally talked to a man at curbside who explained that the delivery was returned without reason, that the driver could not speak English and didn’t offer up any details other than he couldn’t deliver.
After experiencing this, and the AI generated phone and chat, I will be canceling my membership prior to October renewal.
I’m thinking I will probably join Costco.
Poor technology
AI bot on calls is terrible! Spent almost an hour trying to complete an online order, system once acknowledged it was having issues. Guess that’s why I shop Costco over Sam’s. Poor service!
Your updated system is impossible to use
Poor update
Definetly not blind friendly
It defiantly isn’t blind friendly for those using voiceover it has such a bad delay and it doesn’t respond as it should please work on a better software for us blind folk cause it takes long enough as is but when u gotta kee tapping for a response it’s very annoying
Bakery
Ordering a cake or any sort of dessert through the app is horrible. I can’t customize anything on the sheet cakes.
Today- Check out Wonky
Check out got hung in a loop. Then Sam’s bucks application reduced the total in the credit card block but not the total block.
I’m a old plus member and this app keeps trying to charge me shipping
On soft drinks
Why a min when I pay premium
I do not understand why I have to pay a premium Plus annual membership fee but be required to have a $50 minimum delivery order. Annual spend with a combination of in store and online should be a factor because we spend quite a bit in store but will sometimes forget a few items that may not total $50. A policy review should be strongly considered before you lose Plus membership customers
Ripped off
Excessive shipping costs
Paying for items is too much
It took way to long to get the items paid. Wouldn’t except my first card that I put in and now I don’t feel safe entering any of my cards due the amt of times they had to slide to pay.
Stock
Items I have always ordered suddenly out of stock for weeks on end.
Sam’s cash
When I apply my available Sam’s cash the order total does not change. This needs to be corrected in the app.
Sentiment summary
98%
Positive (4-5★)
1%
Neutral (3★)
1%
Negative (1-2★)