Samsung Reviews

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

1.2 Rating 4,728 Reviews

5 %

of reviewers recommend Samsung

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Metrics

1.2

Based on 4,728 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 32%
Accurate And Undamaged Orders	Greater than 54%
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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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

“18. 4 tablet they wrote off then telling me to have lower spec unit total crap service”

Helpful Report

Posted 8 years ago

“ive called all samsung departments on numerous occasions, anovo, ive emailed, tried twitter DM's, and im getting a scripted nonsensical explanation! originally i sent my s7 off as it NFC wasnt working properly and it was overheating got the first reply from the service centre on the 11th, said the phone was out of warranty repair and they cant address the issue till i pay them to get it fixed, i said no to their repair as i wanted to get it repaired locally in my shopping centre, after i thought about it i figured it would be safer to do it with samsung direct going forward, i resent it in on 19 Jul i received the follow up literally saying exactly the same as the first mail, im trying to attach a screenshot but cant To summarise, this is what i wrote to them via post; To whom it may concern So, I've been loyal to you for years now, my entire family only uses samsung, tablet devices, phones, televisions, as do my business partners and close freinds, ive converted everyone over from Apple, and today i really got my "thanks" 2 weeks ago, my galaxy s7 developed issues with its NFC and it started overheating, so, i sent in my phone for repair, and they tell me "your phone has damage which isn't covered under warranty, attached is a screenshot" it was the email attached, of the back of the phone being cracked, as you can see, they are clearly referring to the crack on the glass. So i pay the money and then don't hear back for a few days, then i receive an email saying my order is on its way, so i call your incompetent Anovo repair team (who if you google have appalling customer ratings, its quite embarrassing actually) and they tell me my device is "beyond repair due to its expenses to replace the main board which has fried" so, now they are telling me, the overheating issue is due to the board, but it is to expensive to repair under warranty, now, the mainboard is an INTERNAL issue with the phone, not an external problem cause my accident damage therefore, it is irrelevant of the cost, it is a manufacturing default that the phones circuiting has resulted in it to overheat and fry yet your employees keep telling me that the phone is out of warranty due to the cracked class, i don't understand this logic? so with a car, if it has an outside crack, the manufacturers garage will tell them "we know you have engine issues but since you have a crack outside on the car we cant do anything" this is truly repulsive and shows how out of touch your company has become from reality, you are literally not taking responsibility for your phones fault and deterring the core issue and passing it on to myself and saying the issue is the cracked back it is irrelevant of the cost of the internal part, manufactures warranty covers the internal parts of the phone failing im truly sad and hurt at the service ---------- i cannot attach the screenshot it keeps saying "error red font" i cant even photo a external link to the image, it says im too new a member... they did refund the money i paid for the crack but thats not the issue! they are not addressing the internal issue and using the external as some sort of justification for not fixing my phone, thats literally what the phone support told me, and she said she checked with her manager and " they cant do anything as its out of warranty damage and they wont look to replace it" SINCE WHEN WAS AN INTERNAL COMPONENT OF A PHONE NOT SOMETHING COVERED FROM WARRANTY i dont know who else to talk to, i dont have a phone anymore and they wont help me at all...”

Helpful Report

Posted 8 years ago

“I had a five year old washer and dryer. After almost three weeks of trying to get service through the an authorized Samsung repair dealer, I gave up and bought two new machines. Needless to say, I didn't buy Samsung, and will never buy that brand again.”

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Posted 8 years ago

“I was very happy with my first Samsung product which was a Note2 and my second s5. Things began to go downhill pretty fast when i purchased four S7 edges. out of four three of their screens failed within the first year. Two of them had pink lines running down them and one of them had the screen fail completely. this year i bought a S8 for £670 and an original Samsung case for £27 and dropped the phone from a height of 2foot onto a semi hard laminate floor and the screen smashed. In all my contact with customer care they were shockingly very unhelpful. They just didnt care that i had spent £3600 with them i two years and not received satisfactory products. its such a shame because they make really good looking and feature packed products but are so let down by poor quality components and the worst customer care you can imagine. i'm now being forced back to Apple Iphone even though they are well behind on specs and prices are a rip off but at least you get the quality and the best after sales customer care out there. I will never go near another Samsung product and advise everyone to check reliability and customer satisfaction reviews before purchasing”

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Posted 8 years ago

“The manager and staff of your Surrey Quays store are a credit to the company. They are simply excellent.”

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Posted 8 years ago

“Abysmal service with my Galaxy S7. I was left without my phone for 70 days while they faffed around shifting blame and shirking responsibility. No loan phone or any help to expedite the process. Samsung are also not working in compliance with the Consumer Rights Act 2015. DO NOT BUY FROM SAMSUNG DIRECTLY-buy from a reputable retailer who will help you if things go wrong. I reported my faulty handset to Samsung Shop and they advised me to go through Samsung Support and it was sent to the Norwich repair centre Anovo three times. Each time the fault remained until the final time when I never received the phone back (lost by UPS). I rang Samsung Shop, Samsung Support and Anovo so many times during this process and have wasted so much time chasing it up. I am a patient and understanding person, but this service has been difficult, laborious and incredibly frustrating at every turn. I have tried to get a resolution via telephone, email, even via Samsung’s Facebook page. Each time I’ve had to explain the events again as the operator doesn’t seem to be aware. The fault occurred in March and I’ve been trying to escalate this complaint since May (it’s now July) and I have been told that to escalate this I have to write to the Selectapost address and start again-what a waste of resources! They are trying to drag it out and be as unhelpful as possible in the hope I’ll give up and go away.”

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Posted 8 years ago

“Would rate them 0 actually! Bought a fridge freezer and it came with the wrong parts to install it. 8 weeks later still no parts and no reply to my complaint email. VERY POOR service!!!”

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Posted 8 years ago

“They were rude, unprofessional and 2 of the staff rammed their thumbnails down the side of my screen and were levering it away from the bezel causing untold damage.”

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Posted 8 years ago

“Outstanding service from Alan Guliver at the Oxford Street Store”

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Posted 8 years ago

“I own both a Samsung mobile phone and tablet and my review relates to both devices and my experience specifically at the Samsung Support Centre in Bristol. On 13th June I visited the support centre with my mobile phone. Having returned from holiday I turned the phone off and back on as it was having trouble connecting to my network. Once turned back on it would not accept my passcode to unlock the phone and was locking me out for longer and longer each time. The lady at the support centre had never heard of this problem so consulted with another colleague. All she could suggest was that they carry out a factory reset of the phone. Although the phone was still under warranty this was not covered, would cost £45 and obviously I would have to set my phone up from scratch again. Also they would not be able to do this without proof of purchase; as my phone is part of a contract bundle I would need to provide a copy of my contract from my service provider (Three). As I am perfectly capable of carrying out a factory reset myself I left the shop without having it done. I then searched the internet myself for the problem and discovered that I can unlock the screen on my phone from my Samsung account if set up. I successfully did this and reset my passcode and fingerprint recognitions and the phone has been fine since with no need for a factory reset at all! How could the people in the support centre not know this fix to my problem??? Yesterday (10th July) I again visited the same support centre with my Samsung tablet. The tablet has been taking a very long time to charge up to 100% (2 days) despite trying various chargers and cables. Having searched the internet for the problem I discovered it is a common fault and normally involves the charging port. At the support centre they looked my device serial number up to check the warranty status. The device is still in warranty but came up as being a Hong Kong product so they could not help me. I was given the tablet as a gift from my brother who bought it from Amazon.co.uk. They advised I could either contact Samsung Hong Kong but sending it to them would be costly or try a third party repair centre, and again pay for the charging port to be replaced. I had a very bad experience with a third party repair centre in the past but they recommended one up the road who use genuine Samsung parts. However I am totally surprised to find that whilst the product is still under warranty from Samsung and the fault is something that would be covered under warranty, I cannot get it fixed in the United Kingdom without paying for it and risking handing over my product to a third party repair centre! I am totally disappointed and disillusioned with Samsung, their service and how their warranty system works. It has totally made me rethink using Samsung products in the future!”

Helpful Report

Posted 8 years ago

“Samsung Updates reviewed by SL Penfold SL Penfold 4 reviews Published 2 minutes ago Avoid Samsung at all costs - phenomal arrogance and lack of customer respect Shocking experience with expensive Samsung washer dryer which severely damaged clothing and that Samsung wasted days of my time over. This turned out to be a common set of technical faults on a brand new machine and I spent hours hanging on Samsung phone lines - the only resolution came from quoting the detail of uk consumer rights legislation to the retailer. Their arrogance resulted in very high level escalation from a major U.K. retailer. They still refused to compensate me for 4 items of damaged clothing - and said 'case closed, no further communication' following just one email from me and massive effort from the retailer. I will never buy anything Samsung branded again and will advise all of my friends and contacts also never to. If Samsung ever bother to read this, it applies to any Samsung branded product - and that will include the businesses I work with and for.”

Helpful Report

Posted 8 years ago

“Ridiculously bad customer support at your Romford service centre, so bad i will never own another samsung product ever again!!!!!!”

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Posted 8 years ago

“Here are a well rewarded five stars from me Samsung. I ordered a Samsung Galaxy TabA 9.7 cover from your Clearance Offers. Having decided I would like a white cover, I then saw you had both black and white on offer ... so bought one of each. The price was unbelievable for a genuine article and I was most impressed with my lovely purchases and with the company as a whole. I had the bargain of my life from a wonderful company. Thank you so much.”

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Posted 8 years ago

“I bought samsung A5 2017 and it went dead just after 4 months, when reported to Milton Keynes shopping centre store they said it's Motherboard faulty without opening the phone. Also very bad customer dealing and insulting behaviour. Very Bad. Will switch to IPhone.”

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Posted 8 years ago

“They repaired my phone under warranty, changed the port as it was burnt. Replaced my cable all within 9 business days. Just had to keep on top of it. Lose one star for not keeping me in the know how and me having to ring in to ask.”

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Posted 8 years ago

“Bought a Samsung LCD tv.. very bad purchase.. it broke down after 2 years... terrible quality.. can't fix now... very disappointing”

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Posted 8 years ago

“My Samsung galaxy s8 heats up while wireless charging and the support is just useless. I will Escalate this. Another fireball phone!!”

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Posted 8 years ago

“I have been trying to get my vacuum repaired for the second time. The process they have in place is so silly! you have to drop the vacuum to the nearest ups point and send it from there. This occasion I went to the shop and no ups point. I have been explaining this situation to them for two weeks now and no one understands English. There call centre is based in the Philippines. I'm exhausted with being on hold for so many hours. Very disappointed, my vacuum is still not repaired as they have not sorted a ups point to drop off. Samsung employees say they will call me back but never do. Instead I'm now creating such a high bill. I could have bought myself a Dyson by now.”

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Posted 8 years ago

“So I had an issue with one of Samsung’s apps and had an online chat support session with them. They couldn’t fix it and I was promised a support phone call at an agreed time on the following - I didn't get it. Then I sent an email asking what had happened. I received an auto response promising a response within 48 hours. I didn't get it. I tried another online chat support session. They still couldn’t fix it and I was promised a support phone three days later at an agreed time. I didn't get it. (Turned out they phoned the wrong number) Again, I try an online chat support session. They still couldn’t fix it and, in addition, told me that what I was trying to do couldn’t be done, although that was almost the entire purpose of the app – they lied, in other words. I asked for it to be escalated to a complaint. I was promised a call from the escalation team the following day at an agree time slot. Guess what? I didn’t get it. And that is where I am now. All in all, including waiting for calls, I have wasted 16 hours on this. I will not buy Samsung again, even though the S7 Edge is a good phone. Once they have your money, Samsung throws its customers under a bus.”

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Posted 8 years ago

“There needs to be minus stars for this review …Breach of Contract, botched repair, deceitful, rude, ignored complaints There needs to be minus stars available. I am reiterating the 1 star reviews of MANY reviewers here. Samsung are a REPUGNANT DISGRACEFUL BUNCH OF LIARS WHO LOVE TO CAUSE CUSTOMERS THE UTMOST DISTRESS. I LOATHE THEM. I have had 3 out 3 products fail in warranty. They just botched a warranty repair last week on my by Galaxy Note 10.1 2014 Edition sending me back my android tablet MINUS its S Pen (!), damaged the plastic casing when prying off the screen and sent me a shoddy machine back which took 12 hours just to reach a 45% charge after being dead on arrival!!!!!. They don't check their repairs before returning and don't care that they lost my property. I made them PROMISE to send me a NEW SEALED RETAIL PACKAGED replacement for the part THEY lost ASAP but after a week long delay with NO communication to update me they insulted me with a refurbished spare part in an unmarked non retail cardboard box with computer made label and ignored all my other unresolved complaints aboit the service, the repair and what they have done to me while I am ill. They consider the case closed!! My consumer rights state that they had only just one opportunity to get a repair right first time and they failed so now they must provide a new replacement tablet and all accessories. They haven't even called me once as promised by customer relations EVER, the service centre hangs up on you EVERY time you call after they have already ignored answering at least 20 times before that and when you complain about their appalling service they slam the phone down again. Somebody should shut them down. They make me want to VOMIT. I am reporting them to Trading standards for deceit, lies and dreadful service and losing and damaging property and I will be seeking legal action to claim for breach of contract because they owe me new equipment having failed me under my warranty and I hope their shares drop so much from the crap they are causing people that they go out of business. I regret the day I bought 4 Samsung products and I will probably never will again purely because of how they treat people and property and because it all breaks down anyway. Seeing these other reviews they deserve NO customers and I would especially like to NAME and SHAME Nidhi, Wayne and Ewan at Reading service centre for their disgusting behaviour and putting down the phone and treating me like **** on the phone and in store and their incompetent engineers for botching up my repair in the first place. Nidhi takes full marks for her deceit. I would also like to name and shame Hollie in customer relations for refusing to answer my complaint and all the staff at Samsung for lying to me about contacting me prior to her. Never encountered such little integrity in my life. Awful stress for a week now & I'm too ill for this nonsense. They deserve whatever comes.”

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Posted 8 years ago

Samsung is rated 1.2 based on 4,728 reviews