Sam's Club Floral

I never do complaints or reviews. I usually just let it go. Not with this. Monday I ordered a Sam’s club pickup for 6 items and it was set for 4-5 pickup. I had my 2 older kids and my 3 week old with me. Going insides was not an option if I wanted to keep my sanity. So around 415 I checked and it said order was ready, 445 I pulled into Sam’s club and checked into spot 12, waited 10 mins…. Nothing. Checked app and rechecked in, waited another 10 mins…. Nothing. At this point I rechecked and it went from showing “I’m here” back to “in progress” At this point my newborn is screaming and my patience is thin. I pull out and start driving the parking lot while I call customer service (or lack of). The first person I spoke to said they see the order was cancelled and they would send me back to “pickup” I waited on hold for about 5 minutes. A person gets on and I explain myself again. They say they can’t find the order with any information I am providing, name, last name and order number. I even gave them my order items and they couldn’t find it. Even thought the person before did find a cancelled order. They said well there is nothing we can do and just sat there…. I finally said “alright well I guess I’ll schedule for a new pick up tomorrow”. I had no bra on and again a screaming newborn there was no me going in with all the kids. So yesterday (Tuesday) I go into Sam’s club to talk to customer service because my bank was already charged and they said “no they won’t charge until it’s picked up” I show them the order and can’t be found. Calls a manager I am assuming who is not there and they ask if I actually paid. Had me show my bank account to show proof. Still nothing. No apology. No help. Just we can’t do anything. The charge should reverse and if not come back. I then went and shopped my items and left, hoping the charge is reversed and I don’t have to go back AGAIN. The customer service was awful. I encountered 4 employee and all of them never said sorry in any way. I signed up for pickup for a reason. The least that could have been done was….. “sorry for the inconvenience, let me find an employee to shop your items and bring them to your car for you” 6 items. 2 rotisserie chicken chickens, paper plates, salad, mashed potatoes and my daughters formula (BTW) when I got there to shop myself it was sold out. Also at this moment my order shows “ready”. Never even received an email stating it was cancelled or anything. I get some days are harder than others but I went in the next day and they could have redeemed themselves and didn’t. Any new moms or even moms in general know the stress & anxiety you can get talking multiples into the store.