Complaint Review: Samsclub.com

On 7/13/08 we ordered 1 set of 2 Serta mattresses and box springs from samsclub.com. 23 days in, we were scheduled for delivery. The night before the scheduled delivery, we dismantled our old bed and put it out for the trash guys to pick up.

The morning of the scheduled delivery, 8/5/08, we were called by the delivery service to inform us that they had "lost" our mattresses. Three more weeks have passed with at least a dozen phone calls to Sams Club and to the delivery service, and we still have no idea where our mattresses are or when we will receive them.

At one point during this 3 week limbo, a person from the delivery service called to say they had received 8 sets of mattressess and box springs but now no one seems to know anything about that. A lady called this morning (8/19/08) to confirm our address and said the mattresses were ready for delivery to us. When I called the number she provided to schedule delivery, the delivey company said they had NOT received the mattresses. The last person I talked at Sams said the mattresses are still being manufactured -- meaning it could be weeks longer.

Meanwhile we are not able to sleep in our bedroom -- no bed! At one point I even got a lecture from the woman at the delivery company about the perils or ordering products online. (No mention of their imcompetence)

The contact information provided by Sam's Club about the order is very limited. The Samsclub website shows my order has been delivered, and my credit card statement contained a charge for it.

No one at Sam's ever responded to my first attempt by email and the people answering the phone at the hard-to-find customer service number don't seem to be able to find out any more information that you can get by yourself -- all in all very frustrating.

Fuming in indiana
Merrillville, Indiana
U.S.A.