Samsung Reviews

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

1.2 Rating 4,359 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

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Metrics

1.2

Based on 4,359 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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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

“I was so happy when I purchased my 3 door Samsung Refrigerator, after the first year I had a door shelf crack. I called customer service and found out there is only a year warranty on this. The next year 2 more shelves cracked and now not quite 3 years, I have 4 out of 6 door shelves cracked and not usable. Think before you purchase a Samsung Refrigerator”

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Posted 2 years ago

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Posted 2 years ago

“Good day, Below is the events that transpired with dates. What I requested from Samsung Please could you also show me the Samsung Care Plus Lite package that I bought in April and those terms that it came with so that we can compare what you are saying now to what the initial purchase was. The issue I bought 2 Samsung galaxy S21 FE 5 G mobile phones on contract from Mobiles Phones Direct on the 20 March 2022. I then took out insurance on each of the phones through Samsung Care + on the 5th April 2022. The type of insurance I took out was called Samsung Care+ Lite and only covered screen damage repairs. I received the certificate of insurance on the 6th April 2022. These insurance policies offered you to pay either monthly or once off. I opted for the once off option as I only needed to pay 59 pounds in total per device and it covered me for 2 repairs a year for two years and there was no excess on the claims. The insurer / underwriter was called Allianz Assistance that was displayed on the certificate of Insurance alongside Samsung Care+. At this time I had paid both premiums up to date, in advance for the two years and thought I was covered in an event that my screen cracked. On the 16 July 2022 my phone fell out of my pocket and onto the floor next to me outside. (about 15cm it fell) and I think it must have hit a small stone on the screen as it created a small chip or dot. I later looked at the screen and a crack had developed from top to bottom where that dot was. I then immediately called Samsung Care+ who told me I now had to pay an access as all of their insurance packages now contained excesses except for the premium package. What happened with Samsung Care+ From my research I found the following had happened Samsung Care+ was using Allianz Assistance as their insurance partner and offered different insurance packages for mobile devices including the Care+ Lite package I was on. It seems they swopped insurance providers to Assurant from the 28th April 2022 and developed new insurance packages. They took away the Care+Lite package at this time. The issue I am facing is that the consultants when looking at the package they do not see the Care+Lite package that I paid for and say im on the Care+ standard package and that I must pay an excess now. I think due to this change in insurance providers as well as their package changes they are completely confused with their product offerings. Nowhere on my insurance document does it show an excess payable, neither does it show terms and conditions apply. Below they have also stated that even after the date of purchase excesses are subject to change. This does not make sense as they never notified me of this at all and even if they did I paid for a product in full for two years that didn’t have any excess. How can they now charge me when I want to claim. Is this not false advertising? Outcome I want What I want if for them to add notes to both of our policies that states we do not need to pay an excess for the claims on the screen. From: UK Help uk.help@email.support.samsung.com Sent: Monday, 18 July 2022 14:38 To: Mario Subject: Re: Customer ref: xxxxxxPlease help False advertising Please Reply Above This Line Hi Mario, Customer reference: XXXXXX Thank you for your most recent email and raising your concerns. I can confirm that whilst the policy document you have sent us does not mention any excess fee, that all insurance policies premiums and excess are subject to change, even after the date of purchase. As a result, there is an excess amount of £59 that you must pay to claim under your Samsung Care Plus policy. I fully appreciate this may come as disappointing news to you and not the outcome you were hoping for, however rest assured we have thoroughly looked into your concerns and as such, this is our final response on the matter. If you would like to book your Samsung Care Plus repair, please do not hesitate to contact us on 0330 726 1010 quoting your customer reference number above. Customer satisfaction is the utmost important to us, we pride ourselves on the high level of services we are able to provide all of our customers, and therefore it is disappointing to hear that your experiences haven't matched the high standards we aim to provide. Once again, thank you for taking the time to raise your concerns, and please accept our apologies for any inconveniences caused. Yours sincerely, Helal”

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Posted 2 years ago

“Never ever ever buy from this company I don’t care what product it is or how good of a deal you think you are getting.”

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Posted 2 years ago

“I spoke with a wonderful rep. I have purchased a Samsung refrigerator from Sears. I bought their warranty. It states if they cannot repair their or any other appliance from another manufacturer they would replace in kind the one that was purchased. We have had 4 appliance repair visits in four years. Each repair was ineffective. The last visit the person cut the bottom of my main drain against my will. Did not want to void the 100’s of dollars I paid for warranty. He then showed me wher the evaporator drain had been mis sharpened to render it useless resulting in our excess water and ice under our bins. We resorted to disposable diapers to get us by, with daily maintenance. Tried to resolve this with Sears. On hold for over 2 hrs. Called Samsung and their remedy was a warranty with them and a new fridge for $2500 dollars. I am not done. This is customer RAPE, without even a thank you stupid VICTIM. PLEASE EVERYONE WHO HAS DEALT AND BEEN ABUSED BY THEM START POSTING ON TWITTER, FACEBOOK, AND MORE IMPORTANTLY TO YOUR NEIGHBORHOOD FORUMS. It is not right”

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Posted 2 years ago

“I wish i could give 0 stars. The absolute worst experience ever. Customer service does not help you at all. I needed a part for my tv from Samsung Parts and I have credit from Samsung. Their representative (via chat) suggested I merge the accounts and contact the Accounts department. I called the Accounts department and they insisted it was Technical Support, Technical Support tried to transfer me back to Accounts. I spoke to another person in Technical Support which then tells me to contact TD Bank. Makes absolutely no sense at all. Why would I need to call a bank to merge accounts and use my credit. They transfer you from one department to another. You tell them what is needed and they insist that they are the wrong department and provide you with another phone number. They don't do their jobs and just toss you around from one department to another. You can't get anything resolved.”

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Posted 2 years ago

“Beirut Samsung after service Unprofessional , does not respect coverage and guarantees , they are in it to make more money from the client to repair item that should be covered and under full warranty . I will not buy any Samsung electronics knowing they cheat their clients”

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Posted 2 years ago

“Bought a washer and 3 months later it's unrepairable (the same problem with the drum screws breaking as the previous washer. At least I had that washer for years). Have been in contact with Samsung for the last 2 months and have not gotten a refund yet. Finally reached a customer service representative that's willing to help. Hopefully, I can get a refund soon and not have to deal with Samsung again.”

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Posted 2 years ago

“Extremely poor service for my galaxy phone. Poor communication between them and Best Buy. Have to ship phone for 4- 6 days just for screen protector. I could go on. No replacement phone. Will fix but this is last samsung pho”

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Posted 2 years ago

“WORSE SERVICE EVER!!! They sent me an update on July 1st. It has ruined my mic, speaker and mic on my wearable mic when I make or receive calls. They've given me a run around. Sent me to one of their locations, they didn't have parts and never called me back to say parts came in. Then they suggested I send my phone for 5 - 7 business days. I have my business emails on the phone and get my business calls so that's not an options. There is never a manager available.”

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Posted 2 years ago

“I had issues trying to unlock my phone because I didn't know my password. I spoke to someone and could not understand them. I ended up having to lock my phone and restoring it to the factory settings. Luckily, my photos and other things were backed up. Not entirely happy with Verizon because I had to contact Samsung. Both need to improve their customer service.”

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Posted 2 years ago

“Samsung Replaced icemaker multiple times and still having same issues. Apparently they do not know how to troubleshoot and correct the issue.”

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Posted 2 years ago

“OMG don't do business with Samsung.com directly!!! Go with any other company if you want to buy samsung products. Trust me it will save you money, extreme frustration, and hours upon hours upon hours of your time. Please, for your own sake don't purchase anything from samsung.com directly. I am a 100% serious GO TO ANY OTHER COMPANY”

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Posted 2 years ago

“Their products suck, and they give a warranty but you will have to chase them like dogs for at least 5-6 weeks, we were without a dishwasher for 2 months and going back and forth with samsung!! I would never recommend buying anything from samsung”

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Posted 2 years ago

“They promised me 05% percent of the purchase of my Cellular S22 ultra, when I called them they made me waste my time because supposedly the promise no longer existed, the problem is not the percentage, it is that they waste the time of calling them for Nothing I consider a Consumer fraud a lack of respect from Samsung to customers offering things that do not exist or cannot be fulfilled David Solano”

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Posted 2 years ago

“Really disappointed with Samsung aftercare. Phone screen faulty after 1 year! They fixed it but after just 3 months motherboard malfunctions. They won’t honour the warrant because there was a little dent on the top corner. It’s a ridiculous excuse. We won’t be using Samsung ever again!”

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Posted 2 years ago

“Unfortunately Samsung products (specially washer and dryer) are so bad and easy to break. In addition, Samsung after sale customer service are so bad and really not helpful. I'm sorry that I bought Samsung product, but I thought it is a brand name and didn't expect it will be that bad.”

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Posted 2 years ago

“Last year we paid to have the housing changed on our refrigerator water filter. Because you changed the housing! Now you discontinued the water filter DA29-00003B and replaced it with DA29-00003G. Our model fridge # RFG238AARS/ AA ( 8 years old) housing needs to be upgraded again? Why because none of the Samsung water filters Purchased through you directly works in our refrigerator. We should not have to pay for another service call. Please advise how we should proceed since there is no one to verbally communicate this with including your chat.”

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Posted 2 years ago

“I would never buy another Samsung product ever. They are complete junk. I have a refrigerator that had issues with ice maker since day 1. And they recalled it I got it fixed now it’s leaking water all over my floor and they want me to pay a service fee before they will even send anyone out it was just fixed 5/9/22 and today is 7/13/22 has only been 2 months and replacement ice maker is defective”

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Posted 2 years ago

“Agreed. Terrible service. We ordered a Samsung TV from their online store. The TV arrived without a remote control. We have contacted Samsung so many times over the last six weeks and are still unable to get the remote control. We tried to call, the message tells us to “call later” rather than placing us in a queue or call us back. After we get hold of someone through their online chats or email, they told us they will take 2 to 10 business days to investigate the matter. When we continued to contact them, they said “they will send a follow up request”. After further contacts, they said “they will escalate the matter”. It seems that their motto is to get rid of you. No customer service is provided to fix their own errors!! How can customers be protected in Australia from such big international companies?”

Helpful Report

Posted 2 years ago

Samsung is rated 1.2 based on 4,359 reviews