I purchased the Member’s Mark Brenton Sectional Set with Sunbrella Fabric (7pc) from Sam’s Club (Item #990365960) for just under $2,400 after tax and shipping. The set arrived damaged and unusable.
The delivery company showed up two days earlier than scheduled, and like all Sam’s Club large-item deliveries, they only offer a 12-hour delivery window where you must be present to sign. No flexibility. No courtesy notice. Just 12 hours of your time — wasted.
Sam’s Club’s solution? I was told I could either:
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Return the entire damaged 7-piece sectional set myself to a store — an obviously unrealistic and absurd ask given the size and weight of this item, or
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Schedule a return pickup, which means another full 12-hour window where I have to be available.
Their idea of compensation? A $300 “partial refund” — for a $2,400 product that arrived damaged and unusable. That’s barely 12% of the total cost. It doesn’t even begin to cover the damage, the inconvenience, or the hours I’ve wasted dealing with this. Frankly, it felt like an insult. And their excuse? “Returns are expensive.” So is buying large, defective furniture — and being left with no real options, no accountability, and no respect as a customer.
I’ve now spent two full days on hold with customer service, being bounced between departments, disconnected after 45+ minute waits, and forced to repeat the same story every single time. Most agents are unable to help, and there is no follow-through, no consistency, and no resolution.
The only path forward they offered was to accept $300, or spend two more days waiting for pickup and redelivery — again, in 12-hour windows. That is not a solution.
Sam’s Club has made it clear they do not stand behind their products and have no functional customer service structure to support large-item purchases. I strongly warn anyone considering this set — or any large purchase from Sam’s Club — to think twice. Once your payment is processed, you’re on your own.