Samsung Reviews

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

1.2 Rating 4,361 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

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Metrics

1.2

Based on 4,361 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

Gwen Phillips

Samsung 5 star review on 12th November 2024

Patrick Ortego

Samsung 1 star review on 9th November 2024

Gerald

457

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“There was no option to redeem the 400 airmiles on the 2 s22s I just ordered. Spent 4 hours waiting for tech support. Spent another hour on chat with about 10-15 minutes between every response from the Rep. Told to cancel my order and reorder and the option would be there. Cancelled order...went through step by step and sent screenshots to the Rep to show that there was no option for airmiles. Told to keep going with the order step after step (each step took ten minutes due to the delayed responses). After another hour, ordered another phone and still no airmiles. The Rep then asked me for all of the same information he already had, as if he had no idea we were talking for well over an hour. Got frustrated, ended chat. Tried again later, but ordered from mg phone instead of the website and the airmiles option was there, so I contacted chat to cancel my other order and explain how I managed to fix it. Chat was unapologetic, didn't acknowledfe anything I said, and used the opportunity to instead try to sell me a charger and headphones for the new phone. Love Samsung products, but customer service is awful, and I had to spend a total of about 6-7 hours on tech support to resolve an issue related to a glitch in their ordering process, which I had to resolve the issue myself and then still contact support because there was no option to cancel the order myself online. Unhappy with the experience overall. Not a way to treat two loyal customers who are trying to pre-order your flagship devices.”

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Posted 2 years ago

“Horrible customer service… These people should be a shame of how they treat people… I wanted to speak to a representative and all they was doing was transferring me to different people… clearly nobody knew what they was doing. When I finally spoke to someone they were unable to help me out…got tired of being shuffled around and just hung up… now I have an item I don’t use all because the employees at Samsung don’t seem to know what they are doing….”

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Posted 2 years ago

“Pre ordered a Samsung S22 ultra on 36 x Interest free payments and they took £1499 straight out of my bank account cancel order to be told money will be returned in 7- 10 days Utter fucl”

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Posted 2 years ago

“Absolutely awful support. If you call and request a call back, Samsung says it will do so, but NEVER calls back! You're pretty much limited to trying to get an answer by text/chat, which is frustrating because the representative can't understand the issue (which is easy to explain by telephone). While the tablet may be good, this inability to talk to someone at Samsung will cause me to return it to costco, and buy an ipad instead, where at least I know I can bring it to an Apple store for help if there are problems. I have wasted--literally-hours trying to get samsung to honor its promise to return the service request phone calls and messages I have left. Enough is enough. This service is awful, simply awful”

Helpful Report

Posted 2 years ago

“During Sept/Oct 2020 I purchased a Samsung Galaxy S laptop directly from Samsung's website. During December 2021 the computer mysteriously stopped working. The computer was undamaged, had never been outdoors, etc. After an unacceptable amount of time on the phone with Samsung "customer service, " I was directed to send my computer to Samsung's service vender, Total Tech Solutions in New Jersey. The mother board was replaced, and the computer was checked out and repairs were completed on January 5, 2022. Since I received the computer back from the vendor it has been unreliable, often taking hours to boot up/power up after being shut down. I resorted to charging the battery to full capacity and leaving the computer in sleep mode over night or when not in use so that I could start it up again. Recently it started booting up after being shut down, until today 2/11/22. Once again it has mysteriously stopped working. Once again i spent a ridiculous amount of time on the phone with Samsung "customer service" with no results. I was promised a return phone call from a supervisor which has yet to occur. I almost bought an Apple laptop instead of the Samsung, and now I wish that I had. I'm typing this on a ten plus year old Apple MacBook that we bought my daughter when she was in high school. It's old, been almost around the world, and never misses a beat. My Samsung computer was a waste of money, and I'll never buy another Samsung product.”

Helpful Report

Posted 2 years ago

“Ordered oven 7JAN22 to be delivered about 14 January 22. After not receiving the product or update on 19 January 22 I called Samsung who told me to call the shipper who told me to call Samsung. Finally after inquiring where Samsung's responsibilities lie and soooo many transfers......Samsung finally communicated with the shipper and gave me a delivery date of 10 February 22 10 FEB 22 The oven arrived today at 11:30 am. Open box without moving 1:00 pm 10 FEB22 Inner glass shattered---glass everywhere Call Samsung at 2:00 pm to report damage 10FEB22 Samsung set up ticker 416-381-4324 with Service Quick 10FEB22. Same day: Service Quick advised that the damage is out of warranty and therefore I have to pay.I was advised by Samsung that since I only got the item today it is under warranty. Same day: Called again Samsung Customer service/sales and the Service Provider said that The product is out of warranty and I should have claimed the damage within 14 days of ordering it. The fact that I only received it today 10FEB, and ordered on 07 January 2022 I should have called them before it was delivered to make a claim for the damages. Does this make sense to you? After another try with customer service I was advised that he would update the order because it is under warranty. I was pleased.Also during this conversation, I inquired about SamsungCare Plus They sent me a link to apply for the Care Plus since the product is under warranty. NEXTDAY: Received a list of charges that I will have to agree to from The Service Provider $120 for visit non refundable and 95 per hour and charges for the parts. I called Samsung at around 8"30AM 11FEB22 to tell them of this which is contrary to what I was advised they cancelled that work order because it did not mention that it was under warranty and gave me a new ticket number 1088278, As I was having this much trouble with just getting the Oven in my house and operational I decided to log on for the SamsungCarePlus. First person: You cannot, because you should have purchased it at the time and prior to delivery. I explained what I was advised but she could not help me Second person: (12 minute cue each time even with autocallback). Somehow after many calls and them only wanting to do this on my mobile phone which seem rather odd and I have to repeat everything...made me suspicious. I did eventually try online (after figuring out what a IMEI number....Still not successful. Another call/Another Person customer service who now tells me that because the product is delivered and I did not purchase the CarePlus at the time of purchase I cannot now. I advised that it did not give me the option to purchase it when I was ordering the oven I even looked for it. ANOTHER CALL: Yes you can purchase the CARE and I will update the records and transfer you....HOLD....HUNG UP It just seems a needless UPHILL battle for an OVEN. Will update. HUNGRY OVEN NIGHTMARE-HUNGRY SENIOR”

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Posted 2 years ago

“The US Customer Care employees are a bunch of idiots. They are completely useless and lack common sense.”

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Posted 2 years ago

“Terrible refund and returns service. Will not be buying samsung products again.”

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Posted 2 years ago

“I wasted ALL DAY pre-ordering 22ultra Because of their horrible website ! I was on the phone for hours trying to fix the issue so i can pre order and dont you know nothing got fix and i lost my promotional items cause they were out of stock so i also lose my promotional credit Just because their lines were so back up with calls of such happy customers im sure of and their website is junk and order $3000 of items and no way to delete the items out of my cart. I received no help from them And to solve the issue on my own i had to make a new samsung account and redo everything but it was too late for some of my promotional items and i lost my credit! What a great company! This will probably be the LAST PHONE i get from samsung if i get no help on this infuriating issue.”

Helpful Report

Posted 2 years ago

“Appalling Support and misleading incorrect info . We purchased a £7000 Samsung “ premiere” 4K projector in December 2021. Samsungs Premier product which is effectively a Samsung TV in a laser projector . Immediately upon set up we noticed the Now TV app wasn’t on it . Then the fun started :- Samsung have no projector support option . I ended up speaking with their TV support , the first 3 support staff didn’t know or understand the product . Fourth go , success re support - but no satisfaction despite a software update and remote support . Customer Solutions then contacted us on the 23/12/21 and assured us that we would either receive a memory stick or a software update to resolve the matter - confirming now TV was on all their new TVs that also used the tizen operating system like the projector Then nothing ……….no contact / update / solution etc . I contacted them yesterday and they have now changed their position completely . It’s not available , we don’t know if we will make it available or if we do whether we will update older models . Premier model / £7000 / misled me / disjointed confused and poor quality support . They offered me £50 refund ( knowing my only solution now was to purchase a third party APPLE TV 4K to get Now TV at 4K on the projector at £160. ) Sad that the USA has to rescue them but worse that they didn’t stand behind what they said and they expect me to spend another £160 to prop up their device !!!. At one point they even said that technically my issue was with John Lewis ( retailer) and nothing to do with them . Laughable They developed and built it - it’s not a fault it’s an omission”

Helpful Report

Posted 2 years ago

“I will be rating Samsung with 0 stars. It would not allow me to post without hitting at least one star, but as far as I am concerned that is one too many. I would highly discourage anyone from purchasing any Samsung appliances. I always try to go with locally owned stores rather than big box stores, but my experience has really changed my thinking on this. I purchased and ordered a refrigerator in August of 2020 which did not arrive until January of 2021. I also purchased the extended warranty. The refrigerator ceased to work in October of 2021 while still under manufacturer's warranty. I called Kelly's and attempted to get ahold of Samsung and they referred me to the Appliance Hospital. Unfortunately they have been out 8 times and I still do not have a working refrigerator and it is now February, 4 months later. I asked the appliance repairman when I could get a new refrigerator and he replied he didn't know, but was sure that it wasn't until he had completely rebuilt this one. I have called Kelly's who sold this at least 5 times without a return call. I finally got a hold of the manager Lorenzo who told me it was a Samsung problem and I could go through them. I explained that I had attempted that with no luck and felt that he needed to stand behind his product that he sold. He told me that if he did that he would go bankrupt. I stated why would anyone go to a smaller business then? He told me because they are easier to get a hold of. I explained that I had called and left 5 messages without even a return call. He told me he would call me back after talking with the Samsung rep, which surprise, never happened. I decided after the last repair was ineffective I would go in and try talking to someone in person. I then went in and spoke with Cody, as the manager was unavailable. He basically told me there was nothing he could do for me and suggested I go through Samsung. I asked for a direct Samsung number of someone I could speak with to try to get this taken care of. He could not produce a number other than the chat bot online. He also told me that he would talk with the Samsung rep and get back to me at the latest on Monday (several weeks ago). Surprise again, no return call. He also told me that Samsung put out an inferior product. I asked why in the world he sold it then? He stated that they only had a few Samsung products. I would highly recommend that you steer clear of Kelly's and any Samsung products. Kelly's does not stand behind their products, nor does Samsung, they do not return calls, and they do not assist you when you have a problem.”

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Posted 2 years ago

“Pure junk, horrible customer service, and I strongly advise anyone getting ready to purchase a Samsung TV to reconsider. Unless you want to waste you money! I bought a brand new Samsung Crystal 4K UHD TV. It stopped powering on after just 14 months. Called Samsung and what did Customer service have to say...sorry, too bad, we only warranty the TV for 12 months. If you want it repaired, you will have to pay for it. Oh, yes please, let me pay you another bunch of money to fix a piece of garbage, instead of going to buy a Vizio, which by the way, lasted me 8 years before I bought this one (Still have it in the bedroom, by the way). BUYER BEWARE!!!”

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Posted 2 years ago

“Order a watch 4 online with it showing same day pickup. 2 days later they still hadn't processed the order. Would have been faster just to go and buy it from the store 🙄”

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Posted 2 years ago

“Worst "Customer Service" I have ever seen. 49 days and counting, still no refund. Why does Samsung even bother having a customer service department? The question below is "How easy was it to get a refund?", please add the answer option, Impossible.”

Helpful Report

Posted 2 years ago

“I have been a fan of Samsung and, a long term user of Samsung Products including, appliances. I bought this latest Watch 4, 44mm on 01/01/2022 for INR 27,000 from an Offline Samsung Store since I wanted it immediately for Gifting. To my surprise, I received a defective product with the following issues: 1. Minute streak/scratch on a side panel. Watch-4 is SUBSTANDARD. 2. Auto-Restart: Watch kept restarting. 3. I use multiple Smartwatches all day and night, including Fossil 4 and 5 series, Garmin's topline Fenix series, Amazfit and Samsung's very own Samsung Active-2 and S3 Frontier. Frankly, all of these devices work flawlessly despite using them for years. This Samsung Watch 4 burnt my Skin within a few hours. This Watch 4 is HAZARDOUS. 4. Random Data Issue: The watch fetches some Random/Erratic and invalid data including Steps/ Date/Fitness/Body Composition data, which is way before the Global launch. I produced this faulty machine as received at the Samsung store/service centre within 2-days with complete accessories including Box. The executives from the HO team showcased their very own defect of scratch and, VOIDED WARRANTY for this 2-day old product despite having a Brand Replacement policy of 15-days. Brand executives inferred that an impact could have caused the scratch on the side panel, which is the root cause for all issues. Hope with multiple scratches, you can time travel and analyse data from birth and burn yourself. So illogical and unjust. Thusly, passed the blame on me for not using the watch placing it in a showcase i.e., as a showpiece in a showcase. This Samsung Watch 4 does have a MIL-STD-810G certification which means the device has undergone 29 tests in varied environments including, 26 drops onto its different sides, so-called experts from the HO team agreed to my claims and stated that the scratch (a manufacturing defect) on the panel is the root cause for all these issues including skin burn, auto-restart and random data issues, so their MIL-STD-810G is a MARKETING GIMMICK. Now, the HO team is trying to exploit a sum of INR 13000/- to get this 2-day old product repaired. It's been around 40 days and, I am still waiting for the resolution. A trauma so far, unexpected from a brand like Samsung, with so many annoying calls and frustrating emails right from the date of purchase. A brand like Samsung has stooped so low from being a customer-centric brand & has started to manufacture these Substandard, Hazard causing products with a very non-customer focused policy. The most pathetic service which I have experienced from a consumer-facing brand and, it's been harassment with the sole intention of exploitation. Say No, to this substandard Watch 4 folks. ”

Samsung 1 star review on 9th February 2022

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Posted 2 years ago

“Recently switched to android and decided to go with Samsung S21. Very poorly designed OS or Hardware! When typing in input box, keyboard comes on top of it. So, you can't see what you are typing. Also, cannot connect to bluetooth devices. Once i reset, i can pair the device, but cannot re-connect! It's annoying to face this after buying 1000 dollars phone, and i don't want to go through nightmare of backing up, returning, ordering new phone, etc.”

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Posted 2 years ago

“I wanted to give a ZERO star - I could not do it. I paid for the installation, the installer never showed up, when I called I learn Samsung works with third and forth parties to do the service, I tried to cancel the installation via Chat, they disconnected me four times and told me I had to connect their (terrible) vendor to cancel, if I wanted. I NEVER did business with their vendor. STAY AWAY from Samsung.com!!!”

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Posted 2 years ago

“Worse warranty process, my Galaxy z flip was defective, local service center was not able to fix it, sent device mid dec 2021 the sent device back to the wrong address and with the same issue, I sent device back mid Jan, they told me they were not able to fix it and due to limited stock they were sending me a refund, a month later I still waiting for that refund employees transfer me to Other department and callan getting disconnected after more that 45 minutes trying to fix the issue”

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Posted 2 years ago

“fire hazard The burner and oven controls are way too sensitive - they will turn on at the slightest touch or bump with no indication they are on. we have burned hands , and almost started several fires. the last straw was an almost kitchen fire when the burner was accidentally turned on and an item was knocked over onto the stove. This flaw has been reported multiple times with the same outcomes (fire). This is extremely dangerous and something needs to be done. I've had this stove for less than 3 weeks and have had too many close calls. Please do something about this. No solution from Samsung”

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Posted 2 years ago

“I sent in my device for repair since it was under warranty. They first responded with a repair date then said the warranty was voided because of liquid damage. Since I sent in the device without any liquid damage I asked for an explanation. I was continually sent to different departments and no one could answer my question. I called 8 times without talking to anyone knowledgeable and then Samsung sent me an email stating they were returning my device. Very poor service and follow through without honoring their warranty or providing a knowledgeable person I could speak with in the repair center to explain the issue.”

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Posted 2 years ago

Samsung is rated 1.2 based on 4,361 reviews