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:

1. 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

2. 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.

We bought a Members Mark patio set a few seasons ago (long couch, two chairs, coffee table) for about $1,200. It's just been sitting on our back patio this whole time We even bought fitted covers on Amazon and cover it in the winter.

I noticed this weekend that one arm on the couch is completely loose. I lifted the couch up and literally I can crush the aluminum support bars with my hands because they are completely rusted. It's worthless now and it's supposed to be outdoor furniture.

I happen to still have the tag that was on it and it says "100% Satisfaction Guaranteed." Doesn't give any limitations with that statement. So, does that mean I can take it back since it didn't perform the purpose to which it is intended?

I normally wouldn't bother (their wheelbarrows rust apart in just a year or so, and so do their water hose carts). But this furniture was expensive.

I didn't know if I should go to the store where I bought it and talk to the manager or call the 800# on the tag.

I wanted to get some input on what my expectations should be first.

Thanks!

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UPDATE: So you don't have to wade through all the bitter Sam's Club employee responses and downvoting.

Purchase was actually in early 2015. I didn't have a receipt and brick and mortar stores can only search purchase history going back 3 years. Members can also search that same timeframe online themselves.

Called the Member's Mark toll free number (888-301-0332) and was given the address to send a snail mail request for a copy of any receipt going back 8 years (longer than that and you're out of luck). Sent a request to the following address and provided (approx. timeframe of purchase, item name/description, UPC number I happened to still have, my name and member number, along with a return address.

Sam's Club Support
Member Service Attn: Purchase History
2102 Simple Saving Dr.
Bentonville, AR 72712

I am told that within 4-6 weeks I should get a copy of my receipt. I can then take it to the store and get a refund or merchandise credit (I want to buy a new set). Store said I could probably just keep the old furniture as they don't want to mess with it (the two side chairs and coffee table are still in great shape).

I'll update when this is complete.