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We ordered a hot tub via Sams Club online on April 25, 2023, and charged it to our Sam's Club Mastercard account. (Order #[protected]) The Mastercard declined it and asked (via email) if it was a legitimate charge. We confirmed that it was. The expected delivery date we were given by Sam's Club was July 3rd.
Then again on May 25 the charge was attempted and declined by our credit card, but asking me again (via email) if it was a legitimate charge. I again confirmed that it was, and even called them and asked them to quit declining it since I was afraid it was going to affect delivery.
Around June 29th I called Sam's Club to ask for an update on our order and told them I didn't see a charge on our credit card yet and was concerned that it wouldn't be delivered. They said not to worry about it not being on our credit card and that it showed that it was on its way, and to contact them if it didn't arrive on the 3rd. I complained that the delivery was on a holiday weekend and we had a family gathering out of town that we couldn't attend if the hot tub would be arriving, so I just wanted to confirm the delivery date.
It didn't arrive on the 3rd, and I couldn't call because of the holiday on the 4th, so I called on the 5th to ask about the status of the hot tub. It was escalated to their escalation team and I was told that it would be arriving on July 13th.
On July 6th I received a phone call from the shipping company asking me to confirm that we would be available on July 19th from 8am to noon to accept the delivery, which I confirmed.
On July 11th a big truck pulled up with our hot tub. Thankfully we were home! I asked they delivery man what he would have done if we hadn't been there, and he told me he would have left it in the entrance to our driveway.
I checked our credit card, and the hot tub was still not charged. After 30 days, and it still hadn't been charged, we decided that the right thing to do would be to call and alert Sam's Club (even though it was very tempting to just accept a free hot tub at that point).
On August 11th, I called Sam's Club and they said thank you, and they would get it charged. I received 2 emails from Sam's Club that day, and another on the next day, August 12th, saying that they would be recharging the hot tub.
On August 17th it was finally charged to the Sam's Club Mastercard account.
On September 3rd I received a notification from Experian about excess charges to my credit and it would affect our credit rating. I then checked the Sam's Club Mastercard account and saw that Sam's Club had now double charged me for the hot tub on August 24th.
On September 4th, I called the credit card and put this second charge in dispute. They told me that there would be no interest charged on the amount while it was in dispute.
On September 4th I called Sam's Club to alert them that they had double charged us for the hot tub, and I was assured that it would be corrected.
On September 6th, I paid the Sam's Club Mastercard in full for the hot tub.
On September 12th, I received notification from Sam's Club Mastercard that Sam's Club was attempting a third charge of $4007.95. The Mastercard declined it and asked if it was a legitimate charge. I immediately called and told them no, it was not legitimate, and not to allow this charge.
On September 12th, I also called Sam's Club and spent literally all morning plus on the phone still trying to sort this out.
Desired outcome: The double charge be refunded. That they quit trying to recharge, and that I be better compensated, especially in light of that we could have just left things and had a free hot tub.
