Sam’s Club members ‘shocked and upset’ after retailer changes ordering policy – but employees say it’s for good reason

SAM’S Club shoppers are frustrated with the membership-based chain after the store altered its ordering policy in one department.

Although members are not fans of the new bakery ordering policy, Sam’s Club employees claim there’s a good reason for it.

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In a post to the Sam’s Club subreddit this week, a shopper vented her frustrations after a disappointing call with the retailer’s bakery department.

She explained how she called her local warehouse to place a cupcake order, but the lady who picked up the phone informed her the store only fulfills online cake orders now.

“Is that true?” she asked the subreddit. “I get the feeling she just didn’t want to help me at the time. The phone rang forever and she was a grouch!”

The Sam’s Club customer added that she wanted to customize her character cupcakes order and change the colors on the Paw Patrol desserts to make them more girly.

However, she noted she was unable to do so online.

POLICIES EXPLAINED

Sam’s Club fans chimed in and explained the store’s reason behind the two policies.

They shared that any baked goods featuring characters cannot be changed due to copyright issues.

“It’s a license and must be made exactly how it’s shown,” said one user.

An employee concurred and noted that the Sam’s Club bakery is not supposed to make customizations.

“Whatever is posted online is what you should be able to order,” they said, sharing that some employees make exceptions out of kindness.

“I know most bakeries would still customize things for members, but that’s them being nice. People come in wanting full customization of cakes. We are a retail bakery which is why when you go to other bakeries the cost is way higher and you are able to customize everything.”

Sam’s Club members were also frustrated over the online-only policy and speculated why the warehouse changed its rules.

“My local Sam’s only takes online orders now. People are shocked and upset. They can’t believe it. Honestly, I’m sad about it too,” said one Redditor.

Another customer presumed the policy was to promote Sam’s Club’s app services and make the payment process easier, while a third guessed it was to free up time for bakery employees.

Steps to Order

Ordering a personalized cake from Sam’s Club can be done in a few simple steps.

Once you select the size of the cake you’d like, you may also personalize:

1. Flavor
2. Decoration
3. Icing
4. Top Border
5. Bottom Border
6. Message

“Sam’s is really a bulk bakery and shouldn’t be doing so many customizations anyway. Plus taking orders takes a looot of time, especially when members don’t know exactly what they want,” they wrote.

Many Sam’s Club bakery employees reported that their warehouses were not strictly enforcing the policy.

They mentioned that while online ordering was the primary method, orders could still be placed through other means.

“Mostly online only here. We can take orders on our tablet in person or over the phone, just depends on how busy we are and the energy the member is putting off,” said one employee.

Another shared that many customers were against online ordering at their warehouse, so they would still accept other forms of orders.

“We still take orders in person – at least I do – and some of my peers help customers to do it on their phones,” they wrote.

“Lots of people have been upset by it but we have been told to say ‘order online’ but also have been told ‘take care of the member’ when someone complains.”

Other Sam’s Club members have voiced their complaints online, including a shopper who left $270 in groceries .

Another shopper was forced to stand in line after scanning her items and claimed the new exit tech was a “waste of money.”