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Original Comment My husband and I have been Sam's Club members for over 20 years and have never had any issues until recently. Back in May, I ordered a TV online and had it delivered to my mom as a gift. The TV was delivered on 15 May by Fed Ex and was damaged. I contacted Fed Ex and Sam's on the day of delivery (15 May) to notify them both of the damages. I was advised to submit a claim with Fed Ex for the damages, which were later denied. The next day (16 May) Fed Ex returned to pick up the TV to return back to Sam's. On 2 June, Fed Ex resolved the claim with Sam's and the TV was back in the possession of Sam's as of 14 June. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> Fast forward to 31 July, when we receive an email from Sam's stating &quot;Our records indicate that you have been given an opportunity to return order Samsung 40 Class 1080p LED Smart HDTV processed on 7/28/2017, with an outstanding balance of $391.48. Since we did not receive the item by the communicated return-by date, we assume that you have decided to keep it and have charged your credit/debit card in the amount of $391.48.&quot; <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> My husband contacted Sam's to let them know that the TV was previously picked up on (16 May) by Fed Ex and returned on (14 June). The representative advised that someone would look into the matter and get back to him. One week later, a charge appears on our account in the amount of $391.48 for a TV that has been in Sam's possession since 14 June.<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> Since the beginning of August, we have been fighting between Sam's and Fed Ex trying that we did not have the TV in our possession. My husband and I both have called numerous times (9 Aug, 11 Aug, 19 Aug, 21 Aug, 22 Aug) and spoken to several different people. They continue to tell us that we should see a refund within 48-72 hours and provide us with new reference numbers (170811-004738) and add notes to our account without any resolve. Today, I was informed that our ticket was initiated on 17 Aug and that it was currently being worked. I was also advised that it usually takes 3-5 days for refunds to process and that &quot;I should remain patient.&quot; <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> I've worked customer service for years and it perplexes me that as the customer, I need to remain patient to receive a refund that I never should have been charged for. My husband and I were basically treated as criminals. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> We took the initiative and did all of the leg work to locate the TV which was at your facility the entire time. In fact, we did the job of one of your employees by providing pertinent information proving that the merchandise was returned and not in our possession. It was finally revealed that whomever processed the return, failed to check the merchandise received box at the time.<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> We have been accused, continuously given the run around and frustrated beyond belief over an employee3;continue to be patient, we are working on it.;t have our refund and I was told to call back in a few days to verify that the status of our refund has changed to &quot;finalized&quot;.<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> I would love for someone from the corporate office to contact us regarding the company policy on providing quality customer service and offer a remedy to rectify this horrible experience.

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