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

Questions

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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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

“Samsung customer service is horrible!! After my Samsung dryer caught fire while not being used, I was treated horrible!! My dryer was only 11 months old which means it was still under manufacturing warranty!! I was given the run around when trying to get a replacement then was told I had to get a refund!! It took 30 days for them to process my refund!! Every day I called, I was told it would take 24 to 48 hours!! Finally after 3 weeks I was told that Thierry customer service representatives are only reading from a script amd really does not know about claims!! I will never purchase another Samsung item!!”

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Posted 2 years ago

“Do not purchase anything with Samsung, they went from reputable to throw away. Samsung believes USA citizens make enough to throw their merchandise away and buy more, for repeat purchases after warranty expires.”

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Posted 2 years ago

“Horrible Hard to contact at all Said delivery sept3-8 when I bought it Then sent email said delivery sept 3 Then I get text about service for fridge Turns out it’s the company that will deliver it. It’s sept 2 and they tell me it will be delivered on sept 28. Samsung doesn’t care. Talked to customer service thru computer chat and they disconnected me Won’t buy from this company that lies to me ever again. FO Samsung !!!”

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Posted 2 years ago

“Bought washer WA50M7450AP/A4 four years ago. top rusted out and Samsung answer, your out of warranty and will need to pay for our product defects.”

Samsung 1 star review on 2nd September 2022

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Posted 2 years ago

“So u are doing a shot job protecting ur customer service and privacy so how do i go about sue u i will be speaking with an attorney”

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Posted 2 years ago

“Customer service is a joke.”

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Posted 2 years ago

“We sent a phone in for repair and they said it was ready to send back a month ago. The setup for customer service is horrible. Even the managers are not helpful and don't call back when they said they would. We have probably spent 15 to 20 hours going through the same routine. No way to get eyes on the phone at the repair center. Beyond frustrated”

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Posted 2 years ago

“I cracked my phone's screen the first week of July. July 6 I attemped to initiate a repair ticket online on Samsung's support site. The online process did not work (kept returning to the starting point) so I was unable to initiate the ticket even after turning off all browser plug-ins and trying two different browsers. I tried again the next day and encountered the same problem. July 7 I attemped to use online chat, but the automated agent did not provide the options necessary to address my problem and did not offer the option to chat with a live person. I called customer support to report the website problem and to initiate mail-in repair. I provided credit card info at that time for payment. My shipping address and contact phone number shown on the original ticket confirmation were incorrect. I called customer support again to correct the errors and received a new confirmation with the correct info. July 8 I shipped the phone to Samsung July 12 I received notification that the phone had been received. I checked the ticket status online periodically, but there were no updates to the status after the initial one. I never received any notification that anything was wrong. August 3 I finally called customer support to check on the status of the repair. The representative confirmed that there had been no updates to the ticket status since July 12. Their system did not provide any additional information other than that. The representative was put on hold for about 15-20 minutes while attempting to reach the service department. I was finally transferred to another service representative who spoke with several individuals and finally reported that the repair department was "waiting for payment". As noted above I had provided my credit card information to the support representative on July 7 when the service ticket was opened. If there had been a problem with the transaction, why was I not notified? The service representative said that a person from another department would call "within an hour" and help resolve the problem. Samsung has my mobile phone so I have to be home in order to receive the call on my land line. I waited all day and never recieved a callback. August 4 Tried "live chat" and eventially reached a live person who informed me that I had reached Mobile Tech Support UK and directed me back to the Samsung US home page. That's where had I started from in the beginning and it led me in a complete circle. I called customer support again and explained the situation. I was eventually transferred to yet another individual who took my information again and said they would forward it to someone else who would call me back. I recieved the call two hours later and was told that the problem had been resolved and that the repair center would now proceed with the repair with ETA approximately 2 weeks. August 22 Received an email notification that the repair charge had increased and that I needed to contact customer support to make the payment. A link was provided so I could make the payment online instead. Since by this time I had no confidence in the customer support, I followed the link. It took me to the main support page where was no way to make the payment. Search on the keyword "payment" returned 0 results. August 23 Called customer support, explained the situation and asked to make the payment. The representative said the "system" would not accept the transaction, and transferred me to the service center. After approximately 30 minutes on hold I reached a live person and had to explain the situation all over again. I asked the agent to confirm that the credit card info had been entered correctly, and it turned out that my name was spelled incorrectly (by the agent who had originated the ticket on July 7). I had never received any notification that the original credit card hold attempt had failed. The agent corrected the name and transferred me to the IVR to complete the transaction. The payment was (supposedly) accepted from there. I was told that my ticket would now be assigned to a technician. August 29 Checked online status: "Payment Required. Please contact us at 1-800-SAMSUNG" Did an online chat. Outcome: "The device i see, is in repair it will resolve in the 2 to 3 days The service center will call you after it finish" September 1 Received email notification: "Please be advised that your Samsung service ticket [xxxxxxxxxxx] has been placed on a temporary hold due to an unavailable part" At this point I have been without a cell phone for nearly two months.”

Helpful Report

Posted 2 years ago

“Dishwasher less than a year old broke. Two Samsung sent repair people and Samsung told us that it can’t be repaired and would be replaced. 2.5 weeks later we’ve called Samsung five times, talked with more than 20 customer service reps (especially tough to understand most all of them) and still have no idea of how this situation might be taken care of. We haven’t had a working dishwasher for more than a month. Is Samsung really going to give us a new dishwasher or are they just hoping that we’ll go away? Avoid Samsung - customer service quite literally couldn’t be much worse.”

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Posted 2 years ago

“Samsung deserves negative rating 0 stars for delivery. We ordered washer and dryer a month back the day of delivery they said can’t deliver in next 2 weeks. Worst experience.”

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Posted 2 years ago

“Have a washer that is 8 months old that is currently broken due to a bad control board. Place the service ticket a week and a half ago to have service. Completed this last Tuesday and had no response from the service tech associated with Samsung. Called them again today and again no parts available. Was told that they might be able to help me next week. I'm extremely disappointed that I had to take 2 days off of work and still have a broken washer that's only 8 months old. Poor communication. Poor customer service and poor products.”

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Posted 2 years ago

“I am having trouble entering a password for one of my accounts to purchase an in app purchasing game, and says this password is incorrect every time! This customer service is absolutely HORRENDOUS! DON'T waste your time purchasing something using Samsung products!”

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Posted 2 years ago

“I have a 3 month of Washer that something happened too it quit working over a week ago, called Samsung a ticket was made. Been a week I’ve heard noting , I called they are telling me that Something went wrong with the software and they do not know when it will be fixed. Wtf after paying 1800 for a washer n dryer why did they do a update on my washer without saying something to me. Their is no telling when or if this will be fixed… I’m very up set, customer service barely spoke English.”

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Posted 2 years ago

“Actually they deserve mines stars. The customer service of Samsung Canada is so bad 👎🏻 They will never solve the broblem that comes from the company and they can leave you for months without any help.”

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Posted 2 years ago

“This place sucks. Worst worst worst customer service ever!! They need to close down permanently!!! No words to describe how bad the customer service was. Don't bother asking for a manager. Waste of time.”

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Posted 2 years ago

“Samsung customer service policy is a joke. They sent me a TV that didn't work and when I wanted a replacement they suggested they send a technician to try and fix it. That technician cancelled the day before the appointment and then Samsung would only do an exchange (only after 2 hours+ on the phone with them). Then they took over 3 weeks to send a new TV and made me physically return the broken TV rather than have someone pick it up. Terrible all round. I'll not be buying a Samsung product in the future.”

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Posted 2 years ago

“Samsung's customer service just lost them a 20+ year customer I will never buy Samsung again!!!!”

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Posted 2 years ago

“WARNING - DO NOT PURCHASE ANYTHING FROM SAMSUNG ONLINE I ordered a fridge, it did not arrive. I keep getting excuses about "procedure". I asked for a refund. I am still waiting. The common excuse is that they have not received the fridge from the Brisbane warehouse to their Sydney warehouse and will not refund until this occurs. I stated this is not my problem as I personally never received the fridge. This is 2 months on and still getting the same excuses. The answers are scripted and the CS team are well versed in the scripts. $721.65 down the drain!!!”

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Posted 2 years ago

“My Samsung fold 2 has been away for 12 days now being repaired through no fault of my own the phone just started to look like there was ink all over the screen I was told it would take up to 10 days to be repaired but they are now saying another week which means it will have been gone 19 days NOT ACCEPTICAL for a £1649.00 phone i asked for a loan phone but they said no terrible customer service i will have to think twice before using Samsung again in the future maybe time to move to a more reliable provider”

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Posted 2 years ago

“Such a shame that we don't have a 0 star review option. I ordered a washing machine on 02/08/22 they said the delivery is going to be on 16/08/22,i've booked a day off from work, i took the old washing machine out and on the delivery day they emailed me saying that is going to be delayed, the new delivery date is 30/08/22, so i've waited with no washing machine until 30/08, i've booked another day off from work and instead of a washing machine i received an email telling me that is going to be a delay, new delivery date 13/09/22.i even called them on 27/08/22 just to be sure everything is fine and they said i will have the washing machine on time. I never heard of something like this before. Very disappointing!”

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Posted 2 years ago

Samsung is rated 1.2 based on 4,359 reviews