A consumer, identified as Xiao Bian, has expressed frustration over the difficulties encountered while trying to handle a Sam's Club membership card belonging to a deceased relative. The process, described as being "driven mad" by the retailer, involved rejected requests for both membership inheritance and online refunds, even after submitting a death certificate.
The issue began when Xiao Bian attempted to either transfer the membership or cancel it online for a refund. Despite providing the necessary documentation, including the death certificate, Sam's Club reportedly insisted that the matter could only be resolved by visiting a physical store in person. Xiao Bian questioned the logic, noting the inconvenience and cost of traveling dozens of kilometers for a refund of just over 200 yuan.
Following public attention on the matter, Xiao Bian has since reported that the situation has been resolved. Sam's Club has apologized and processed the refund online. The company also stated that the earlier freezing of the membership card was for "account security."
Initial Challenges with Account Resolution
Xiao Bian initially sought to inherit the membership but was informed it was against company policy. Subsequently, an attempt to cancel the card online and receive a prorated refund was also denied. Customer service representatives maintained that in-person store visitation was mandatory, offering no clear explanation for the refusal to handle the matter remotely despite receiving all required documents.
When contacted for comment on procedures for canceling a deceased member's account, Sam's Club customer service repeatedly used scripted responses, stating they would "record the suggestion and forward it to the relevant department" and "thank you for your attention and feedback."
Unexpected Account Freeze Adds to Confusion
Compounding the issue, the membership card was frozen by Sam's Club during the unresolved dispute. A notification indicated the freeze was due to a violation of membership rules, requiring the member to visit a store with valid ID. Xiao Bian found this action contradictory and unreasonable, given that the company had already been notified of the member's passing.
Broader Context of Recent Scrutiny
This incident occurs amidst a period of increased scrutiny for Sam's Club in China. The company has recently faced a series of complaints, notably concerning food safety, with numerous reports of foreign objects found in products. These issues contributed to regulatory authorities summoning Walmart (China) Investment Co., Ltd., Sam's Club's parent company, for talks regarding recurring problems.
In response to the regulatory meeting, Sam's Club stated it "fully recognizes, deeply reflects on, and sincerely accepts" the identified issues and apologized for any inconvenience caused to members. Following this, there were leadership changes within Walmart (China), including a new legal representative and the resignation of Sam's Club's chief procurement officer.
Industry analysts suggest that while Sam's Club has experienced rapid growth in China, this expansion has been accompanied by operational challenges. The recent account handling difficulties are cited as an example of the company appearing rigid and lacking a customer-centric approach in understanding core consumer needs.
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