Free Shipping. Free Disappointment.
Some customers shopping door busters at Sam’s Club online on Black Friday weekend received an unpleasant Thanksgiving gift in their inboxes. Sam’s Club had oversold some of their hottest doorbusters online and customers were getting emails saying that their orders had been cancelled. The Consumerist reported on Cyber Monday that they were hearing from customers that as soon as the day after they placed their order it was cancelled.
Yesterday we found out that Sam’s Club is now trying to make things right for customers who missed out on the great Black Friday deals. They’ve started contacting customers, offering to reinstate their orders at the agreed-upon price in the initial transaction and hopefully these items will arrive in time for Christmas.
For people who have already moved on and found deals at other stores, Sam’s Club is offering them gift cards and a free one-year membership as an apology.
While this has been a bit of a reputation disaster for Sam’s Club, by working so quickly to contact customers and reinstate their orders they may be able to recover from it.
Did this happen to you on Black Friday weekend? What has Sam’s Club offered to do for you?
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About Kathryn Denton
Kathryn is studying Public Relations and Advertising at DePaul University. An avid reader and musician, she loves cats, cross-stitching and anything Chinese - except the food.
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Too bad NewEgg didn’t care when they did the same thing a few years back. Kudos to Sam’s Club for caring about customers over the bottom line.