I had one of the most frustrating customer service experiences I've had in a long time at Sam's…read moreClub.
I had a tire repair appointment and realized I was going to be about 30 minutes late. Before making the drive, I tried calling the tire center to let them know and see if they could still accommodate me. I sat on hold for over 10 minutes and never got through to anyone. Since I couldn't reach the department, I drove to the store anyway.
I'm a disabled customer whose mobility varies from day to day. Depending on the situation, I may use one cane, two canes, a wheelchair, or a motorized scooter. When I arrived, I used one of the store's motorized scooters to get from the entrance to the tire center. After making the trip, I was informed that because I was late, they would not be able to service my vehicle. While I understand that appointments have schedules, it was incredibly frustrating knowing that a simple phone call could have saved me the drive and effort had someone actually answered the phone.
Unfortunately, that wasn't even the worst part of the experience.
After learning my tire would not be repaired, I attempted to return the motorized scooter near the entrance closest to my vehicle. My car was parked directly across from that entrance, making it the safest and shortest walk for me. An employee stopped me and insisted that I take the scooter all the way around to a different exit that was significantly farther away from my vehicle.
I explained multiple times that I am disabled, that I use a cane, and that my car was literally right in front of me. I wasn't shopping, carrying merchandise, or attempting to misuse the scooter. I simply wanted to take the most accessible route back to my vehicle. Despite this, the employee continued arguing with me and repeatedly insisted that I walk the longer distance.
What made the interaction even more upsetting was the complete lack of empathy. As someone who is still working hard to regain mobility and independence, being told to walk farther when a closer accessible option was right in front of me felt incredibly dismissive. Several customers nearby appeared just as confused by the interaction as I was.
This experience wasn't just inconvenient--it was disheartening. Accessibility isn't just about having scooters available; it's about treating disabled customers with understanding, respect, and common sense. Between the tire center not answering its phones and the way I was treated afterward, I left feeling frustrated, embarrassed, and unwelcome.
I hope management takes this feedback seriously because no customer should leave feeling the way I did, especially one who is already navigating physical challenges just to get through their day.