Samsung Reviews

Name: Samsung
Address: 1000, Hillswood Drive, Samsung House, Chertsey, Surrey
Rating: 1.24

1.2 Rating 4,365 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,365 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 32%
Accurate And Undamaged Orders	Greater than 53%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

01932 455 000

Email:

info@samsung.com

Location:

1000, Hillswood Drive, Samsung House
Chertsey, Surrey
KT16 0PS

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Samsung 1 star review on 26th November 2024

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Samsung 1 star review on 9th November 2024

Gerald

457

Anonymous

Anonymous // 01/01/2019

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“I bought an expensive Samsung microwave oven, It developed a heating problem after few weeks and became rusty after just 10 months. I followed the instructions of the company for cleaning and keeping it dry. They have the worst customer and support service I have ever seen. Every time you contact them they ask for new request ( rusty area pictures, more pictures, receipt picture, receipt scan, rusty area's video) then they kick you out by promising you a call back from a higher department. 5 calls, 5 promises of calling back and 25 day waiting for no response. After 25 days I CALLED THEM BACK, they told me that the warranty does not cover the rust.”

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Posted 3 years ago

“Bought a Samsung Microwave July 2019, broke March 2021. Microwaves should last at least 7 years. Very Disappointed.”

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Posted 3 years ago

“One of the worst companies, I have ever dealt with. Their sales systems are totally rigid and inflexible so when issues occur, the options to find resolution are convoluted painful (time wise and financially). Case in question, I ordered a Samsung Galaxy S21 ultra with 512GB storage and 16gb memory. I received an email advising of 2 - 4 weeks for customisation as the colour I picked was from their exclusive range. Actually it was one one of two colour options available at the time of placing my order. Within minutes of placing the order, I received an email stating that I would receive the phone in 2 - 4 weeks. The next morning I had an email saying that my phone would not be dispatched until five weeks for date of order. I also read that same morning a news feed on the BBC news page issued from Samsung that they were having issues with a shortfall in chips for their electronics. I called Samsung UK customer service and spoke to someone based overseas. They guaranteed that they would be able to complete my order, as their systems would only allow purchases for phones where parts were already in stock. This morning nearly four weeks from my purchase I received a text saying Samsung could not supply my order. I called customer service to see if switching to another colour would help. Again directed to an offshore agent, I was told I could not switch that I would have to cancel and reorder. I asked for a Manager and after waiting over 20 minutes on hold I was told none are available, as they are all in a meeting. Upon trying to it seems that it was actually the storage and memory spec that was the issue. So opting for the lower spec and selecting a colour that said in stock (admittedly I did not open the small pop up box when selecting the colour). I had an email saying order 2 - 4 weeks delivery. Again I took to the phone, apparently the Samsung direct order colours are not in stock items. With the text sent by Samsung saying they only have limited number of the S21 Ultra. I really did not wish to risk waiting. So called customer services again. Samsung customer service were not able to advance/accelerate my order, even though I had already waiting for nearly four weeks and then they let me down. They were also not able to alter my order to a different colour. Their inflexibility meant the only option was to cancel and pay for another phone. I now have to wait for up to seven days for my previous two orders to be refunded, that includes that order they could not fulfil. No real apology, I was offered £50 voucher. Pitiful for the inconvenience I have been caused and that I have had to pay nearly £3k to Samsung and it will be a week before I get the £2k refunded. If I had not already purchased a new case and expensive screen protector for the S21 ultra, I was expecting next week. I would have gone to another phone manufacture. I genuinely like Samsung product but have such a bad taste left after dealing with Samsung customer services. They were the ones who let me down but were not at all flexible, helpful or at all apologetic in their stance. I will never purchase another Samsung product, when our Samsung fridge, TV, Washing machine and microwave expire LG will be receiving my business.”

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Posted 3 years ago

“Almost 1 month I dont get my refund yet. Never buy on samsung.com”

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Posted 3 years ago

“Re ticket #4158415329 I sent my tablet in for repair. It has been repaired and my credit card charged but they won't send it back. Every phone rolls to the Philippines and they can't help. I can't find any US number that actually gets to the repair depot in New Jersey. I loved this product until I had to deal with their HORRIBLE support.”

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Posted 3 years ago

“Terrible! I have been without a washer for 5 weeks. The washer is just 1 year old. Warranty service has put on 2 parts. They ordered another and were supposed to fix it today. They have no one that can come until Friday. They are no help and useless.”

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Posted 3 years ago

“Customer service is TERRIBLE! Purchased a dishwasher that never worked - have had 6 technician visits to my home, still no working appliance! Customer Service is rude, unwilling to work with customers and generally do not care that they have provided a non-working appliance. DO NOT PURCHASE from SAMSUNG!”

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Posted 3 years ago

“The worst company for service related issues that I have ever dealt with. Ice maker on French door frig does not work and I called them. The first service company they wanted to send out stated they could be at my house in 25 days. Not acceptable! The next service company said they had to order part and would call me back. JOKE. When someone tells you they will call you backrest laugh at them - no one calls back any more. Bottom line is don't buy any appliances from Samsung as they don't care one iota about satisfying customers - just get their money.”

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Posted 3 years ago

“This has been the worst customer service experience I have had in a long time. I order a wireless charging trio that arrived towards the end of February. The device did not hold a charge, I send the device back, a month later, I have not received my exchanged items.”

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Posted 3 years ago

“🤬 Don't buy Samsung Washer or Dryer from BestBuy, Samsung will not come out for any repairs. Samsung support is useless, won't help with any service repairs and won't cover the warranty because we purchased it from BestBuy and not from them directly. I will never purchase a Samsung produce again because or the Samsung customer support. Called BestBuy and there is nothing they can do or help. So STAY AWAY FROM BUYING ANY SAMSUNG PRODUCES FROM BESTBUY. Samsung will not honor their warranty, unless you buy it directly from Samsung site. So now I have to call a service repair person to fix my dryer and pay out of my pocket, even after there say 1 year warranty. I'm not happy.”

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Posted 3 years ago

“Used Samsung for years, have all my businesses on Samsung also. After 20 years I make my first attempt at a claim on warranty. The screen after not a lot of use and only 11 months old decided to go dark after plugging it in. I find this is an ongoing matter on Samsungs website with lots of customers finding the same problem. Send my phone in and get a call from an engineer who didn't care one bit... Got tbe reason for sending my ohone in totally wrong and then paused whilst reading the notes. Then without even trying to turn the phone on and checking why the phone was not working he tried tk charge me £250 for repairs. His decision is final and you cant change it... He knew this because he basically fobbed me off. Will be changing all my phones an wouldn't recommend going with Samsung at all.”

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Posted 3 years ago

“I was a loyal Samsung customer until I had to deal with their customer service. Absolutely, hands down, the worst of any major company I've ever had to deal with. I purchased TV. It broke in 3 months. Was unrepairable but instead of replacing it they want to give me a refund but first they had to send a repair technician over (one month). Then they have to send a company to pick up the TV (another month). Then I'll get my refund (1-3 weeks to process. So, from the time the TV broke until the time I get my refund will be ~3 months!”

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Posted 3 years ago

“Worst customer service I have seen. I have been hung up on lied to tons of incompetence. They don't offer one for one exchanges they only offer refunds and call it an "exchange". They can't get a ticket number right. They can't get the ticket information right. They had the nerve after two months on the phone with them to offer me a pro rated refund. Even the manager I got on the phone with them got my ticket wrong. Their customer service is untrained. They can't hear you on the phone. I have spent over twenty hours with them on the phone and they still can't get a simple ticket right. They are just plain ridiculous.”

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Posted 3 years ago

“After several hang ups, chats repeating the same information over. Also ending while trying to confirm the issue. I found one, lady who was excellent. I had to share her name. Kota Pranaya. I have to say again, she gave excellent service. She needs to teach the others how it’s down. There’s one thing not due to her fault. It’s the shipping time from 3/31/21 to 4/16/21. I know it’s the pandemic. eBay , I get packages quick. Several from New Jersey. I’m a native New Yorker , who transferred to , Houston ,Tx. Now retired as a letter carrier. I know the time frame from N.Y and N.J to receive mail and Parcels. Unless their assembling the item. Again , I say thanks to Kota.”

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Posted 3 years ago

“After 3 days of going back and forth I gave up. I bought a s20 note ultra for $622. I got an email saying it was out of stock. I called the representative (i talked to at least 7 of them, all from a different country.) He told me to cancel the order and the would fix it and call or email me back. To make a long story short, they did nothing. I still have mt s9 plus and hate Samsung.”

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Posted 3 years ago

“After Samsung has had my Galaxy Buds+ for 3-4 weeks and after 6+ hours of being on hold and talking to many reps, this still hasn’t been resolved and my item is being shipped back to me without being repaired. This is despite them telling me it’s under warranty and will get repaired then shipped back to me. Warranty will expire before I receive my buds back. They claim they will honor the warranty when I reship them back to them as the most recent rep had created a new ticket. I’m disgusted by their customer service, they have lied, hung up mid call, attempted to collect money for warranty repair, they’re extremely slow and they don’t seem to know anything about their service or product. I wish I could give less than 0/5 stars.”

Helpful Report

Posted 3 years ago

“I purchased a 4k curve 55 inch smart samsung t.v. now about 5 years ago. Paid top dollar hoping for a great product long term. After 5 years we developed a volume issue. When moving volume up or down it doesn't change. If volume is up too high and i go to turn it down it just stays stuck at it's remaining position. I replaced remote but no luck. I have called tech support and again no luck. I can't even turn it up or down on the t.v. itself. In order to get it to work I have to power down the t.v. then try it again. It will work about 1 out of 5 times after cycling power or resetting t.v. but when it works it will only let me change it by 5 or 6 volume levels then get stuck again. It seems to be a problem with no fix. We have delt with this now for about 6 months and no longer like our t.v. at all. I have always purchased their products over the past 15 or more years but will not continue anymore. Very frusterating to have a top of the line product not last more then 5 years for top dollar.”

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Posted 3 years ago

“I have worked in tech support for many years, in a smaller company. I could not believe the level of knowledge, candor, and problem-solving skills of the support agents at Samsung. I found that as I pursued my question (Where can i find the APK file i just downloaded) I only got more frustrated. My first email was met with a response, telling me they are unable to help. A quick one-line response, i bet it was copy and pasted. No direction on how to solve it, no helpful tips on what to do, nothing. So seeing as my email didn't work, I took time while at work to jump on and speak with a live agent. From the moment we started to speak i could tell i was being rushed through and bothering him with my questions. Not only was this not a timely/quick endeavor, but I was getting help from google not Samsung. The solutions i tried are very clear responses the agent is asking google because they didn't work and had no evidence of background knowledge on the subject. This i think will forever sour my idea of Samsung. These phones are far from cheap, and the company is global. I can almost guarantee that with a product as unique as this and no form of reliable support, i will not be choosing this company again. Almost forgot. I catch the most unethical things about this company and how they treat their clients. Not only is the "1-5 star feedback bar" configured to auto pick 5 stars. The options under the text box that i write this is, has more unethical options. "How quick did the company reply to your queries?" This option jumps from 6-12 hours to over a week. Not leaving options for the more likely case, it took a couple of days to respond. Im appalled by this and many things i am finding out about Samsung. Luckily i work for a global company as well, and can make sure we take Galaxy phones off of our list for our employees. If we are going to spend this money, we will go with a better company. Also as i scroll i see that this is not news to most. That most people have issues with this company, judging by the reviews. I will be copying and paste this to as many review sites as i can, hopefully, I can help stop people from walking down the same road as the rest of us.”

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Posted 3 years ago

“Never resolve my problem. I failed a suite against them!”

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Posted 3 years ago

“We bought a Samsung gas range three years ago and we have had to replace two control knobs because the break. I just examined the five on the stove now, and they are all cracked. These knobs are Are $100 each! From what I have read, this is a common problem and it is a severe engineering error. They should issue corrected knobs to all customers who experience this problem!!!”

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Posted 3 years ago

Samsung is rated 1.2 based on 4,365 reviews