Samsung Reviews

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

1.2 Rating 4,362 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,362 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

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“They are awesome, nthe service id best. I highly recommend”

Helpful Report

Posted 3 years ago

“The refund process is the most unprofessional and unpleasant experience ever. They use a third party company to pick up the damaged tv and there is no to little communication between the two. If you want a refund from these people, you would have to work on your own. They could care less. With the experience thus far, I would not recommend Samsung to anyone.”

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Posted 3 years ago

“my phone exploded”

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Posted 3 years ago

“Avoid Samsung. The refrigerator is great but the customer service is incompetent. I used a magnet on my refrigerator and it slid down and scratched my door. I contacted Samsung to ask how to buff it out and they passed me around to customer care. “Someone will call you in 3-5 business days” after three weeks of back and forth I was told there isn’t a service technician in my area (northern va). I again asked how do I buff it out and was told to use bar keepers stainless steel cleaner and polish. It made the scratch worse. These people are totally incompetent. I do not recommend buying anything from Samsung. They can’t help you if something goes wrong and there is no accountability for their incompetence.”

Helpful Report

Posted 3 years ago

“I have purchased all my major appliances through Best Buy for the last two decades. I have done this as the compared prices were fair but the competitive edge was the warm feeling of knowing the added Geek Squad protection plan purchased. The protection plan was sold with the promise of repair or replace should any problems arise for the following 5 years with the purchase of my major appliance. On face value, the insurance purchased was a small additional investment should the appliance fail. Best Buy / Geek Squad were way ahead of the game with my two decades of major appliance purchases as I had never needed to file a claim with the purchased insurance until recent. I contacted Geek Squad and spoke with a technician who opened a claim for my dish washer purchased circa 2018. The initial process to file a claim was simple. On June 3rd 2021, I received an email confirmation reference service event number 18472461. “Service Quick” was the name of the authorized repair facility. June 10th 2021 a repair technician was scheduled to respond to my residence to assess and repair my Samsung dishwasher. I was informed the technician would contact me on the scheduled date and provide me a window of arrival for the services. I was told to be available from 8am to 5pm on June 10th 2021. On the morning of my scheduled appointment, I received a call from the technician employed by Service Quick as promised. I was given a response time window of arrival between 5pm to 7pm. Although this was outside the 8am to 5pm window originally provided, I had made arrangements to be home for the day in anticipation of a service technician coming to my home. This was the last time I spoke with the Service Quick technician. On June 10th 2021, no one arrived at my residence to perform the repairs on my dishwasher. I did not receive a call, email or text regarding the matter. On June 11th 2021, I waited to be contacted by a representative of Service Quick regarding the no call and no show of the appliance repair technician. I decided to follow up with Service Quick mid-day with a phone call after waiting to be contacted to no avail. I spoke with call taker identified as Adriana. I explained the above circumstances to her and she advised the technician assigned to respond to my residence to diagnose and repair my Samsung dishwasher was unable to locate my home and his cellular phone did not have service in the area. Adriana was apologetic and offered to reschedule with me immediately. Adriana provided me with June 17th 2021 as the next available date and time a technician could be dispatched to my residence. I explained to Adriana June 17th 2021 would work as long as the technician could respond and complete the work before 12pm as I had an appointment which could not be rescheduled for the afternoon. I was very clear and stated if this was not a request which could be accommodated, a different date would have to be selected. I was assured by Adriana the time restraints would not be an issue and the technician would be able to accommodate my needs. On June 17th 2021, I received a call from the technician employed by Service Quick. The technician advised he would respond to my residence between 5pm and 6pm. I provided the details of the conversation I had with Adriana to the technician and explained I was assured a morning response would be accommodated due to my scheduled appointments in the afternoon. The technician replied, “I don’t see anything in my notes, you will have to re-schedule.” I decided to do some research with Service Quick and discovered in the last three years, the BBB had 144 total complaints with Service Quick and 123 of the 144 complaints were service related where customers complained about circumstances similar to mine. With this information, I recontacted Best Buy / Geek Squad customer service. I spent the next 2 hours and 45 minutes on the phone with customer service representatives. I explained my situation and requested a company other than Service Quick be authorized to conduct the repairs needed. I learned Best Buy had four companies in which they contracted with to provide repairs regarding claims made with extended warranties through the Geek Squad protection plans sold. I was informed the system in place for the customer service representatives did not allow them to select any of the four companies authorized to repair appliances on behalf of Best Buy. The software would auto generate the selected repair facility once the information had been imputed. Best Buy customer service representatives could not accommodate me and the only authorized appliance repair services available to me was to be conducted through Service Quick. I ended my phone call with Best Buy without scheduling a service call for repairs. Service Quick had proved unreliable and scheduling a firm date seemed grim at best. At this time, I am unable to afford the luxury of accommodating Service Quick with future dates with the high likelihood of rescheduling. Each date scheduled has a cost associated where I am required to spend the day at home. My Samsung dishwasher stopped working on June 1st 2021. To date, the repairs or replacement of the appliance have not happened. I have learned the cost associated where I stayed home to meet with Service Quick technicians could have paid for a new dishwasher. Unless convinced otherwise, I am terminating my relationship with Best Buy after being a loyal customer for over 20 years. I will tell my story to anyone who will listen regarding my experience with the customer service provided by Best Buy and through the entities authorized by Best Buy.”

Helpful Report

Posted 3 years ago

“Shambolic company. Purchased a telly with a defect that they claim is fine and part of the specification, picture attached, how on earth is this tv worth £1000 and how can they claim it to be crystal clear when they contradict themselves to me to fob me off by saying it’s within spec!!? The lady in customer services “Laura” claimed she is the most senior and wouldn’t put me through to anyone above her claiming I just need to put up with it, I asked her if it’s part of the spec then where is it written in any of the documentation that comes with the telly? She had no answer and carried on with her stance. Horrible company, it’s caused me so much stress and and feel so exhausted going back and forth for 2 months. Enough to make a person feel ill after spending £1000. Bad product and even worse people working there.”

Helpful Report

Posted 3 years ago

“I was part of a promotion to fix your phone for free. I sent it in time, last June. Yes it's been 1 year they sent my phone back and it is not working. They said now I. End to send it back and pay for the repair, but I sent it to them in working order and they want me to pay for the phone they broke. I'm sooooo angry.”

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Posted 3 years ago

“Ordered a TV Samsung Neo they sent the wrong one . Customer service is abysmal, Couldn’t understand the Lady who I think was based in a China . No apology, On phone for 1 hour , had to send proof of TV received and got told it will be 10 working days before a replacement will be issued . To say I am disgusted is an understatement. No emails from them today so am completely in the dark as to what is actually happening. Once they receive there payment they couldn’t care less about there customers. Disgraceful.”

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Posted 3 years ago

“Washing machine fails after 7 months Paid £1,300 for a quality machine You are expected to wait 10 days for an engineer who can’t guarantee they can fix it, can take 28 days to fix Should have purchased a £300 Hotpoint could have it repaired in 24 hours. Customer service team rude, condescending and arrogant. Avoid this company”

Helpful Report

Posted 3 years ago

“AVOID, AVOID, AVOID! Terrible service. broken washing machine 3 weeks with no clean clothes. Engineer got sent out after a week of reporting it, he ordered the part for it to be fixed, but after next came back, did not leave a mobile number and everytime we ring Samsung they do not listen, quick enough to get you off the phone. Don't ring back after the usual '24/48 hours'. Bad company, will never go with them again......”

Helpful Report

Posted 3 years ago

“We purchased a fridge that is 6 1/2 months old. It stopped working, phoned Samsung, they took 10 days to send someone to look at fridge, when the tecjnichian arrived and I described the problem ( as I had already over the phone orginally )he immediately said the fridge needs replacing. He phoned Samsung, they confirmed yes this is what is needed. We are now 4 weeks without a fridge. When we contact Samsung ( everyday) no one can help but to say everytime " we will call you in 1-2 days ). We have contacted Fair Trading, they have told us we must go through the store we purchased at, seems strange when Samsung were happy to send out a technician and did not tell us to go back to store. We contacted the store, Good Guys Cairns, previously had chosen not to do this because the buying process was so appalling - we received our fridge 7 weeks after they said we would. So now it is two weeks since contacting the Good Guys, they have not been able to sort it. So here we are hugely out of pocket, into week 4 of being fridgeless, added the additional 7 weeks from the beginning and I can say overall The Good Guys Cairns and Samsung are quite happy to receieve your money but have no urgency or concern to attend to warranty replacement. Disgusting that theses companies can carry on like this without being held accountable.”

Helpful Report

Posted 3 years ago

“very bad and poor company ... no customer support , charge large amount of money from customers , fake warranty periods, very disappointed,i buy sumsung monitor packed it;s just broken peace and sumsung denied to change or repair it .. just loss of money and product is only to through it in dustbin”

Helpful Report

Posted 3 years ago

“Terrible service. Learned that my order was cancelled because I supposedly “ exceeded the maximum purchases”. This was my first purchase in six years. The person I spoke to online kept explaining herself about why our connection was being transferred and all I wanted to know is why my order was cancelled. She couldn’t get to the point until I repeatedly ask over four times. She later tells me Samsung will give me an answer 2-3 days on why I cannot purchases and suggested that something may be wrong with my credit card and it’s not the only company that has these problem. Really? I read their forum, it seems like a regular thing. Samsung get your s**t together. People want to buy, stop refusing sales.”

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Posted 3 years ago

“They don't listen and will do what ever they can to get you off the phone.”

Helpful Report

Posted 3 years ago

“Do not buy a Samsung TV. Not worth the money. We had ours for three years without any issues. Loved it. Now Samsung has decided to not make it work because of their updates and pushing their Samsung TV app which is useless. The tv is now deleting all the apps we have installed every three days and if it goes much longer Samsung will make the volume control stop working to force you to update. When you ask them what they are doing to fix their problem, they say you will have to pay a technician to come out. Not buying Samsung again. They are awful.”

Helpful Report

Posted 3 years ago

“I have at least 6 Samsung T v's I've been a loyal customer to Samsung my volume is not working on my 55" Samsung they are telling me it's a software problem this has been going on for over 4 months I've called many times I have it fixed they're saying they're waiting for a software update but yet customer service wants to send a technician out and wants me to pay for it only to tell me that it's a software problem That makes a lot of sense doesn't it I will never buy another Samsung TV I don't recommend it you buy any Samsung”

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Posted 3 years ago

“Just bought a smart TV 2021 after 2 weeks the remote control stop working I have been waiting for the replacement for more than 2 weeks their answer is always the same they don't know when the are getting replace remotes , tried to return the TV well good luck with that,, now I am seeing the customer services review and I don't understand how a company with such bad reviews could be still operating in this country”

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Posted 3 years ago

“If there would have been negative marking I would like to give that. I bought refrigerator almost 2 years back and I have already started getting complaints. The gas has started leaking. I have raised the request but the customer care services are extremely slow response. There are giving rubbish date of visit.”

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Posted 3 years ago

“Galaxy s21 ultra overheating...Samsung replaced it...2nd phone overheating same issues. Now they say ask bestbuy to refund my money on their trashy phone. Unacceptable. 2 year warranty my back side!! Don't waste your money. $1,400 later and a phone that only works half the time what a job. I feel robbed! Never again will I buy or use Samsung phone. No refund has been issued 😪”

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Posted 3 years ago

“Recently contacted the support regarding a swollen battery. They mentioned they would check whether the battery could be replaced free of charge and "informed" me of an ongoing promotion to Samsung Galaxy Buds. Over 6 weeks later, no answer, even after contacting the support again. 😒”

Helpful Report

Posted 3 years ago

Samsung is rated 1.2 based on 4,362 reviews