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

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

“OK So I have a 65 inch tv that was bought about 2 years ago with vertical lines otherwise it is perfect. It was out of waranty and I no longer had the reciept. So we decided to try and fix it ourselves read about the issue which is all over the internet and it said bad t-con board we have model UN65NU6900FXZA . So we ordered a motherboard for it $100 no big thinking that the t-con board was intergrated in the motherboard. well it did nothing so we put the old one back and tried re seating all the ribbon cords etc. still nothing. So I reached out to samsung the the facebook guy Nick was very nice walked me through all the stuff I had already done I told him what we had done to try and fix it he said I needed to go to the samsung tech line and that they would help me. I called them and explained everything we had done and they walked me through the same steps as nick and went in remotley and we found out that they could not see the lines from the inside they were on the screen only . I remind you here that we had told the tec everything that was done to try and fix it before reaching out to them for help ! So then the tec says ok we will pay for a one time parts and labor to fix your tv ! At this point I am thinking wow samsung realy does care about their customers !!! So the guy comes out and he's like Oh I cant fix this tv its been opened I am like what they knew that I told them over and over nope cant touch it ! Ok fine guy leaves I call samsung and Manuel The case managment guy tells me exact words "The Way it was Organized the work still should have been done" So I am thinking great they are still going honnor their word! Then I get a text from samsung saying they will not be able to complete the repair BECAUSE THE TV WAS OPENED! OMG to me this says they were looking for an excuse not to do the repair ! Why even tell me they would Why waste all of our time!!!! it is obviously a problem with their hardware as in it sucks a $1000.00 tv cant even last 2 years I feel taken advantage of they could have just said oh I am sorry you tried to fix it we cant help you and saved all of us a whole week of our time not to mention I who loved my samsung phone will not be doing business with them again ! And I will tell everyone who will listen !!”

Helpful Report

Posted 3 years ago

“Do not buy your phones directly from samsung! If I could give Samsung a 0 star review I would. Yes their phones are superior, but their customer service has me almost switching to Apple. I ordered a new phone through the website with the promise of a trade in deal. The rules for trade in were to 1. "factory reset it", 2. make sure its not "blacklisted" 3. It has to power on/off and be in working condition then send your phone back within 15 days after you receive the new one. When I received my new phone, there were no directions on how to complete the trade in, none. I had to dig around on the internet to figure it out. Then, they received my old phone that I factory reset, and they said it didn't meet the standards because I didn't reset my pass code. This was not listed anywhere on the website, and I was not aware this was even a step. I reset my phone and assumed that when it prompted me to set up the phone (like it was a new phone) that was it. I didn't want to set the phone back up after factory resetting it. Now I am out $278 because their trade in process is a scam. I could have went through Verizon and actually saved some money. Do not buy your phones directly from samsung!”

Helpful Report

Posted 3 years ago

“Samsung is a big disappointment. I have been a Samsung customer all my life and I most definitely is moving to Apple. The customer service is non existent and they do not care about customers. I bought a Samsung Note 20 Ultra less than 5 months ago and the phone is not working. The phone freezes every two seconds and Samsung says the only resolution is to get it repaired. This says one thing - THEY ARE SELLING DEFECTIVE PHONES - BEWARE AND DO NOT SUPPORT SAMSUNG. - No one will entertain replacing the phone when it has no physical damage - I have to take it to the store and have them change the parts in the phone. Why is this fair to ANYONE who buys a brand new phone!!!! this company is a scam and a complete disappointment. I will never buy another Samsung.”

Helpful Report

Posted 3 years ago

“I ordered a new phone from them and did the trade in of my current phone. I opened a chat with a representative who assisted me in the purchase/return. I informed them that the back of my phone had a crack and they stated that was fine as long as it wasn't on the front. So, I proceeded with the trade-in. I received my new phone and then an email from Samsung saying that my return was not acceptable and they provided me with the form to initiate a return of my phone. So, the next day I filled out the form. Waited...waited...waited...finally months later I contacted them about the status of my phone being returned. They said that it was beyond the date and that I didn't fill out the form so I would not be receiving my phone back (or the credit for the phone). I continued sending them emails stating that I had ALREADY filled this out and their response each time is a reply with a blank body in the email. Their customer service is AWFUL. I really wanted to get a new phone for my husband but will now be going elsewhere.”

Helpful Report

Posted 3 years ago

“If I could give them a negative 100 I would. I bought a new phone through the website. They sent me a used phone with scratches all over it. I sent the phone back right away. They will not call Verizon and let them know I returned the phone so Verizon is still charging me. The agents are less than worthless. I have called them 10 times and each time the supervisor is busy on other calls and I should call Verizon they do not have the tools to remove the item from Verizon. I have been a loyal samsung customer for 20 years. As soon as I get the phone I don't have paid off I am going straight to IPhone. Beware !!!!!”

Helpful Report

Posted 3 years ago

“It's taken me 4 months of hearing "I'll call you back" and still phone is fucked and no one is helping. Most pathetic customer service in the world. Would not recommend at all and have been with then for 16 years. Also will be taking my whole company across to Apple including 12 phones and 12 laptops. Have had enough of chasing up a resolution”

Helpful Report

Posted 3 years ago

“Hello I want to buy samsung product from samsung shop app. I call customer care many time about it but there is no proper reply. Finaly i buy product but there is some problem in payment option and next day company increase product valyu and also dicrease discount on the same product. Now finaly i reject samsung product and go for other brand. My bad experiance and totaly waste my time in buying product.”

Helpful Report

Posted 3 years ago

“Never buy their TVs the volume doesn’t work they tell me they are waiting for an update to fix and the next time I’m told get a repair person and pay for the repair Do yourself a favor buy another brand. Worst purchase ever and worse customer service”

Helpful Report

Posted 3 years ago

“Terrible service, bought new flip phone and flip causes screen to be damaged, Samsung expects me to go without a phone for 5 days or drive to another state to fix it, this is not a option when it's their product that's is faulty, I'm not goin out of my way or without a phone”

Helpful Report

Posted 3 years ago

“This is the first time I have been compelled to write a review of a company on the internet. If I could award Samsung customer services a zero score, then this would be generous to say the least. I have chased delivery of Samsung earbuds on no less than five occasions during the last week and still no further forward!! Been promised a call from a senior manager and yet still waiting!!”

Helpful Report

Posted 3 years ago

“Bought a 55 inch TV and just after the warranty expired it started to shut down on its own. Got Samsung to give me a one time extension on my TV and the guys who came out 3 times to try and fix it said send it in for a refund. That was 2 months ago. I had to box it up and shipped it by shipping company on 4-26-2021 and now am getting texts and email saying the money is coming to my checking account which I set up on 3-5-2021. Best part is they are to give me more than I paid for the TV, if I ever get the money.”

Helpful Report

Posted 3 years ago

“@SamsungIndia @SamsungMobile fraud company, don't buy anything from #Samsung store, I received stone instead of mobile, #cheaters #fraud even after investigation they will never return mobile or money. #BeSafe you can buy from below stores @oneplus @Vivo_India @Apple”

Helpful Report

Posted 3 years ago

“Hello, I purchased a 27 CF 4-DOOR FLEX SHOWCASE FD Model: RF28K9380SR from BestBuy on 9/5/2016. We rather enjoyed this refrigerator and its features/functions. Unfortunately, it stopped cooling altogether about 2 months ago now. The dedicated bottom left freezer and bottom right flex zone, which we had set to cool at 34 degrees, was 68 degrees Fahrenheit. The top both sides dedicated cooling were running 55 degrees instead of the 34 it was set to. I started by calling Samsung. Spent about 1.5 hours in a 20th-century type of experience i.e. was transferred several times incorrectly, highly fragmented departments with no one really able to assist. I finally got to someone who said they could help. They said they would find a repair company to fix it since it is a sealed system issue and under warranty. He set me up with a service company who called me 3 days later after confirming it sounded like a sealed system issue. This repair company called me 3 days later (no calling on the weekend) and asked me the details about the issue. After speaking for 30 minutes and being on hold was told that they don't do sealed system issues for Samsung and I had to call them back. Called Samsung back and received an empty apology followed by some attempt to be helpful. I say attempt as he said he was going to find me a repair company but after him attempting (had me on hold for him to do this function for about 3 minutes only). He came back and acted like he had been calling dozens of people for hours and became very pushy and said this isn't going to work as no one is answering and I'm just on hold forever. Really? I thought as I had already sunk hours into this process. I said politely, I was only on hold for 3 minutes so you called one of the many many companies you previously said we could pick/call to help? He said well I can call someone else I guess... He sounded horrified that I asked him to spend more than 5 minutes to help find a repair company. He came back about 3 minutes later then said, okay, this is how we are going to proceed. I'll have the back office continue this search for someone to fix your refrigerator and they will contact you in 24-48 hours. He left me no choice at this point as he said he would be disconnecting and already messaged the back office. I got a call 2 days later from the back office and missed the call. They left a VM with a number for me to call back, which was not a direct number. I was then transferred numerous times despite them asking for and me giving them my ticket number. They then asked me the same questions again, when did I buy this, where did I buy this, etc. This was all gathered and attached to the ticket from my original call. The back office person finally got to the part where they are supposed to help; however, she said that despite all their efforts, they were unable to find any repair company to fix a sealed system issue so I would have to find someone to fix it and follow a detailed process if I wanted to be reimbursed after finding someone to repair then paying for the repair myself. I gave them a hard time as now we have gone another 2 days without a refrigerator and was under the impression from the other guy that they had so many repair companies options in this city of 350k+ people I live in/near. They ended with if you want to get reimbursed, you need to find a repair person that is Samsung Certified. I was confused, I said wouldn't you have that list and wouldn't you have used that list yourself to find someone to fix my refrigerator already, you know the past 48 hours you supposedly spent trying to do such? I then asked if you couldn't find one from your list, how am I expected to do such in order as a condition to be reimbursed? She said yes but I should be able to find someone despite this... and that yes it is a requirement for reimbursement... I then spent hours calling trying to find someone to fix this sealed system issue. I could only find one company who said it would be 2 weeks to get someone out to our home to fix it but said the person would have all the parts, etc to fix. They of course showed up not prepared to do such but that is not Samsung's fault. Another week after this, I received a VM from Samsung saying they want to again help me fix my refrigerator and that they spoke with the repair company and to call them, again not at a direct number. I called them back and gave them my ticket# and they transferred me incorrectly twice before getting me to the correct place. I then spent 2 hours on the phone with them and they asked for all sorts of new information (detailed bill of sale with company logo on it among other things). After all of this they offered me some lowball prorated refund in an effort to get out of paying for the expensive repair of their product. What is worse is that they lied to me on the VM saying they wanted to help fix my refrigerator and said they had spoken to the repair company, all lies. They only wanted to tie me up for another 2 hours to try and say they are doing me a favor by offering me LESS money than I was quoted it would cost to repair. Yes, that is correct, big ol' Samsung mines their data, calls with lies of help and apologies, only in an effort to try and get out of a warranty agreement by offering a lowball prorated refund amount to save them from a much higher repair bill. I spent 15K on Samsung appliances and now just waiting for the shoe to drop on my chef's collection stove, dishwasher, etc. I have been loyal to Samsung on TVs, soundbars, appliances, you name it and now I will never use them again for anything and will just throw away any Samsung item I currently have that breaks as it isn't worth it. I highly recommend people find a more honest and reputable company to deal with and take this review to heart. If you want reliability, Samsung is not it. If you want someone who stands behind their product, look elsewhere. If you expect a company to treat you well, Samsung isn't capable of such.”

Helpful Report

Posted 3 years ago

“The problem is I love Samsung products. However if you have a issue with a product and have to deal with customer service that is when the problems start. Especially when they send the unit to a repair facility that has more than 75% bad reviews. Not only was the unit I received back the wrong serial number but I never received the power cord back. Have talked to three different people at customer service who make me have the same conversation and send the same pictures. What is the point of having a ticket number if none of the information that is given. Not to mention the same script from each person you talk to. Samsung you really should get people who actually want to help your customers instead of people who just read from a script and get your customers nowhere.”

Helpful Report

Posted 3 years ago

“Very poor customer service and poor communication throughout my entire process. I had a horrible experience with my washer that I purchased. I will never buy a Samsung product again. I have shared my experience with others and got told they had similar experience. Horrible experience , horrible products!”

Helpful Report

Posted 3 years ago

“Service support and spares availability of Samsung is very poor. You have to throw away your appliances/devices due to non availability of spares. Escalation of complaints to service head or CEO is just an eyewash. My recommendation would be to go for well established Indian products who can support their products even for 20 years.”

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Posted 3 years ago

“Such a bad choice! Mr. Abhishek, supervisor team says phone has to heat up to 46 degrees for it to be replaced. I've been waiting over 48 hours for a call back from the headquarters and have not got any reply yet the service center guy said phone is heating only till 37degree only above 40 degrees(supposed to get it replaced if its above 38degrees as per other phones) he can take action. but he has documented 35degrees. customer care person asked me to rush to the service center to get the tab as its a lockdown from today. I went there and seems like they declared a holiday as its a Sunday. i gave them 30k and a tab and have been behind them for the past 1 week. are we customers or stupid? we are made fools by these customer care and service center people”

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Posted 3 years ago

“TRASH ABSOLUTE TRASH CAN'T DO ANYTHING ON THIS WEBSITE”

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Posted 3 years ago

“Worse experience ever buying a phone thru their website. I have own samsung phones since flip phones existence. I always buy phones thru brick and motor stores and this time decided to buy one online, since they had a great deal going on. I traded my old phone after talking to a rep thru IM. Which Gabe me the wrong information and caused issues with the promotion. I return the new phone and got my old phone back. It's been 2 months and I'm still fighting for my reimbursement for charges to my credit card from samsung.”

Helpful Report

Posted 3 years ago

“I have a Galaxy S10 that during warranty had the motherboard replaced because of many bugs. After 2 months the phone started to crash whenever using Google Chrome. Samsung support refuses to replace or repair the phone via DoorStep repair saying that this service is not available in my area, despite that this same service was available 2 months ago. So basically I bought the device new with warranty and they don`t want to offer me the service I have the right to use. They are saying the problem is with Google, if so others with the same phone or using Google Chrome should have the same issue, not only me. Samsung Ref. 2128868779 08/05/2021”

Helpful Report

Posted 3 years ago

Samsung is rated 1.2 based on 4,365 reviews