Samsung Reviews

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

1.2 Rating 4,617 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,617 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 31%
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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Anonymous

William

Kate

"Getting my money back turned into a very frustrating and stressful experience for me recently. I felt powerless and overwhelmed, not knowing how to fix the problem. I kept trying different ways to get my money, but nothing seemed to work. It was frustrating not knowing if I would ever see that money again or if I was just wasting my time. I felt stuck, unsure of what to do next. It was a situation that caused a lot of anxiety because I had no clear idea about how to solve it on my own. Then, I heard about lilograce through some online reviews and recommendations. Out of curiosity, I decided to reach out to them for help. The moment I contacted their team, I was impressed by their quick response. They didn\u2019t keep me waiting for days or give vague answers. Instead, their customer support team replied within a short period and listened carefully to my problem. They showed a lot of patience as I explained what had happened and what I needed. It was clear they wanted to really understand my situation before offering a solution. What really stood out was how skilled and experienced they were in handling problems like mine. They quickly identified the reason behind the issue and explained to me exactly what needed to be done. Their instructions were clear and simple to follow. I appreciated how they broke down complex steps into easy-to-understand actions. At each step of the process, they kept me updated on their progress. I received regular notifications on what they were doing and how far along they were, which made me feel confident that my case was being handled properly. Their help made it possible for me to recover my money, something I thought might never happen. Thanks to their dedication and expertise, the issue was resolved smoothly. Their guidance and support turned what seemed like an impossible task into a manageable process. I didn\u2019t have to worry about confusing procedures or unanswered questions. Throughout the entire process, they made me feel like I was in good hands and that my problem was a priority for them. Overall, their assistance was nothing short of outstanding. They showed patience, professionalism, and real skill in fixing my problem. Thanks to lilograce, I was able to get my money back, something I thought I had lost forever. Their help made a stressful situation much easier to handle and gave me back a sense of control. Their prompt responses, clear instructions, and consistent updates made all the difference and turned a tough experience into a successful outcome."

Kf799345

Donald C Smith

Sudheer Saini

475

Anonymous

Anonymous // 01/01/2019

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“Poor, no help”

Helpful Report

Posted 8 years ago

“Bought the Samsung s6 , and was fine for 2 months , I am careful with my device and bought a case and protector for it , woke up one morning and it made whistling noise and turned off , so it started over heating ,and making wired whisteling noises , when plugged in to a charger it's fine , take it off and it goes meant all again , so sent it off for repair as they said it sounded like a hardware problem .... Wait three weeks for them to tell me they lost my package , then when it was at the repair center got told that it had water damage ! How ? I didn't have it damaged or in the rain or anywhere where it could have gotten damaged ! I now get told I have to sit with this phone and there isn't anything they can do , I'm so angry as the phone is new and It shiukdnt be like this so what do I do ?! Worst phone ever , back to iPhone I go ????????????????????????????”

Helpful Report

Posted 8 years ago

“I am so disspointed in samsung big company like you are yet no one seems to want to help been lied to 5 times in the last 3 week s sent emails had no replies even write to complaints team but never heard back definitely unacceptable my phone which u was promused would be back with us in 5-7 days its nearly 28days and still no phone trading standards beed to see these review and sort this company out its terrible”

Helpful Report

Posted 8 years ago

“I must record the wonderful service I received from the staff at your Northumberland Street NewcastleuponTyneStore last week. I had a fault with my Galaxy TabS. In particular I'd like to say that both Sabrina and Elvin deserve praise for their helpfulness and friendliness. They took time to help a 66 year old Luddite like me and would recommend their services to anyone.”

Helpful Report

Posted 8 years ago

“We are completely disappointed in our Samsung fridge and to top it off....their terrible customer service. We have been calling in to Home Depot and Samsung regarding issues with our fridge about a month after we bought it brand new from Home Depot. Now, almost a year later, we continue to have problems with it and the freezer handle broke which is one of the complaints we expressed from the beginning with the handle coming loose. It finally broke off and Samsung refuses to help us fix this issue but will actually charge us a significant amount of money to replace it. I find this unacceptable that this is not replaced under warranty and that this is called a cosmetic issue. I will be sure to go online today and post comments about this fridge on as many sites as I can to alert potential buyers as to what they might face purchasing a Samsung product. Before purchasing this fridge, I was under the impression that Samsung was a higher quality item but I can see that it is not.”

Helpful Report

Posted 8 years ago

“send to fix my Samsung s7 edge to samsung support day 28.092016 ..and today 4.11.2016 no can back last 3 week ring to samsung support tell me wait 7 days e no can back to my yesterday ring again to samsung support tell me again for my wait more 14 days for delivery my samsung support very bad company”

Helpful Report

Posted 8 years ago

“I wish I had the option to give them 0 stars. This is the worst customer service I ever recall receiving from a major company. Here follows my experience of dealing with Samsung support.. My S6 phone has a faulty battery which results in incorrect reporting of the battery level leading to the phone running out power prematurely. In summary, I have sent my phone 5 (five) times to them for repair for the same fault. After the third repair, they sent the phone back with a letter saying there was "no fault found". I called them up (waiting in their queue for 30 minutes) and asked for the phone to be replaced since it had taken them 3 attempts to fix it and failed each time. I was told to send it back in for testing, after which they would "escalate" the issue. I sent the phone in, comes back with the same letter as before. I call them up again and ask about the escalation they had mentioned. They tell me there was no fault found so they can't do any more. I then have to explain the whole history to them. They "escalate" the issue and tell me someone will call me within 5 days. 6 days pass, no one has called me. I call them up on day 7, they tell me the previous person I had spoken to did not escalate the issue. They apologise and tell me the issue has been escalated and someone will call be back in 3 days. Day 4 comes, no one has called me. I call them up again and demand to be put through to the escalation team. I'm told they are busy and someone will call be back. I refuse to hang up and am eventually put through to the escalations team. I have to explain the whole history of the problem to the escalations team. I am told the phone will need to be sent back to their service centre for more extensive testing. If there is no fault found they will consider replacing it. After I send my phone in for the 5th time, someone calls me get more details about the problem. I explain to them that the problem is seen every few days, so they need to keep hold of it for more than one day if they want to find the problem. I ask them what will happen if they can't find the problem, I'm told I will get a phone call from someone. A few days pass, no one has called me back (surprise, surprise) but my phone arrives. In eager anticipation, I open the package and unfold the letter…. No fault found. I am now at melting point. Having felt that I had made progress with this issue, I have been pushed back to the start. I phone up Samsung demanding that they put me through to the escalations team. The poor guy dealing with my request tries several times to put me through to their escalations team. No one will talk to me. I ask him what is going to happen next, he says I will need to send the phone in for repair (seriously, how he could say that with a straight face). I tell him that I am not going to do that and he needs to put me through to someone who has authority sort this issue out once and for all. No one is free, but I am told someone will call me back in 24 hours. I tell him that I bet my house that no will call be back and I will just go through this endless loop. You can probably guess… no one has called me back. The thing that strikes me about all of this is that hardly anyone in Samsung thought that this level of service was un-acceptable. I had written a letter of complaint pointing out all the issues I had experienced. The wrote back stating that they had followed their procedures nothing more could be done. Fair play to Samsung, they have broken me. I have given up all hope of getting my phone fixed and will get rid of it as soon as possible, despite the so called 2 year warranty. Samsung is a joke I will never buy another product from them again.”

Helpful Report

Posted 8 years ago

“They were unable to deliver a TV after 2 weeks due to persistenly giving the delivery company the incorrect address. No urgency to rectify the issue, emails being responded 48 hours after they were sent. At week 3 of this delivery saga I cancelled the order and asked for my money back.”

Helpful Report

Posted 8 years ago

“Well where do we start. Umpteen calls, emails to technical, emails to support regarding a broken French fridge freezer, £2,500. Supposedly the best on the market at the time sold by a Samsung rep in Currys. Does not keep correct temperature. Engineers 3 times, unit still failing. Called support (lost count the amount of times) who tell me I've only had 1 engineer visit and now the unit is out of warranty!!!!!!!!!!!!!!!!!!!!!!!!!!! because its taken so bloody long to fix the problem. Lost the contents of the unit 3 times and was heading for a fourth. Daughter had food poisoning which was the last straw. Been on the phone today for 2 hours 40 minutes and then guess what they cut me off!!!! Shocking service. Daylight robbery, frustrating isn't the word. Please please don't buy Samsung. Even if you try to email the CEO Mr Sang Ho Lo the email errors!!. says it all. They don't care!”

Helpful Report

Posted 8 years ago

“Been waiting 7 weeks now for my s6 to be fixed,I have phoned up at least 10 times now just to be fobbed off all the time,2 weeks ago was told the phone had been posted out,surprise surprise no phone,phoned customer service up again only to be told they have no record of phone being sent out I don't know what else I can do.”

Helpful Report

Posted 8 years ago

“My phone was taken for repair in Surrey quays and was told i will get a text message with 7 working days once is repaired, I didn't get any respond, I called them to confirmed if is ready all messages I was getting on the phone is their opening time and how to get there and will cut off, I went there the following day only to be told that the phone cannot be repaired but I will get message with 7 to 10 working days from the headquarters for a replacement. After 10 day I called them I was told is still waiting for authorisation, since then that's what I have told, and no supervisor to speak with when I asked to speak with one of them. .it is not a good experience at, the customer care is appalling, it is my first time of using Samsung phone and probably the last time, I will stick with Apple, based on the review on this site this is their beginning of the end if they continue this way.”

Helpful Report

Posted 8 years ago

“I have only ways use Samsung for my phone and now using the s7 edge got to say this will be the last one I buy use to cost of repairs just got a quote for screen fixing and they say it's going to be £300 to get it fixed s6 edge was £129 and now gone up to £165 and that's on top of the cost of ur phone very unhappy with Samsung and there service”

Helpful Report

Posted 8 years ago

“I had an issue with my Galaxy S7 where the camera would freeze when going into selfie mode - went through all the possible fixes (factory reset, clearing cache, etc) but nothing worked - finally contacted Samsung support and they gave me instructions to return the phone to them for diagnostics and repair - they paid for shipping both ways - long story short - they replaced the camera and I got my phone back in the time-frame they promised so all is good - only setback would've been loss of my phone for 2-3 weeks, but I had a spare.”

Helpful Report

Posted 8 years ago

“My Samsung S6 started operating itself so I rang Samsung support and was told to visit the Samsung store so that they could diagnose the phone and hopefully repair it. I went to the Samsung shop on the 24/09/2016 and received an email from Samsung on the 27/09/2016 stating that they were unable to fix the phone so, as a result they'd replace the device and reassured me that they'll be in contact with me within 3-4 days and the whole process should take 2 weeks. It has now been 4 weeks and they haven't even had the courtesy to ring me just ONCE forget sending out a new phone. I've rang them 3 times in that 4 week period and I keep getting the same reply that it needs to be confirmed and processed from the head office. Does it really take longer than 4 weeks to send out a new device, forget sending out a new device, to not even get in contact with the customer whose phone you are dealing with? They've caused me a lot of frustration and stress as I've had to use my brothers phone whilst mine was out for repair and they worst thing is that they haven't done anything about it. I've had to ring them and wait on the phone for hours on hold only to be told another lie, All I want is to get my phone back, but that seems to be impossible with these people. The staff at the repair centre I'm dealing with are very blunt and just defend themselves by saying that there's nothing they can do about it and that they're waiting on the head office. I've always bought a Samsung phone, I've had every phone in the S line starting from the S2 up till the S6 and I would buy their products in a heart beat. However, the customer service for these products, at least in the UK, is dreadful. How can a company that wants to be at the very top and challenge the likes of apple provide such a awful customer service? HEY SAMSUNG - I WILL NEVER BUY ANOTHER SAMSUNG PRODUCT AGAIN. PRODUCT WAS GREAT. BUT YOU DON'T VALUE ME ENOUGH TO WARRANT MY LOYALTY.”

Helpful Report

Posted 8 years ago

“My new Samsung 7 Edge started overheating - and the Samsung shop advised that I should sent it directly to Samsung. It was sent via courier on 19 September. I was told by Samsung that the parts would be arriving on 25th September, I phoned after that and was told that there system hadn't updated, but the parts were probably still being checked in. The next day I was also told that the system hadn't been updated. During another phone call later that week, was told that the parts actually hadn't arrived but would really be arriving on 10 October. On 10 October I followed up and was told that they couldn't get the parts and I was then offered a new phone - was told that it would be arriving within 7 - 10 days. Now its the 18 October, no new phone. Phoned Samsung and was told....(wait for it....) they they never raised the purchase order properly and that a new 7-10 working days waiting period would now apply. Please consumers, take note, I have supported Samsung my whole adult life from mobile devices to fridges - it ends here. Beware of the 'sales pitches' - Samsung Service is ATROCIOUS!!!”

Helpful Report

Posted 8 years ago

“thrives thrives theives never buy a Samsung product the warranty they off is a con”

Helpful Report

Posted 8 years ago

“Worst problem solving ever! I have send my Galaxy S 5 for repair to Samsung, got it back with out problem solved (actually they haven't looked at the right issue), then send it back again and .... never got it back! It is now more than 15 WORKING DAYS since they say my phone left their office! Samsung use UPS for collection and delivery. Samsung say that it is UPS responsibility to find the lost package ( fair enough) and compensate me with new phone or money for a new phone! UPS say that they have nothing to do with me, whereas Samsung say they are not going to compensate me as they haven't lost my phone... What can I do?! Who will bay me a new phone?? Unbelievable demagogy , negligence and attitude! I'm switching to iPhone!!! From experience in family I know - their customer service is proper one!”

Helpful Report

Posted 8 years ago

“I bought a Samsung ATIV Book 4 15.6 i5 in November 2013 and it came with a Samsung FastGuard 3 year warranty which developed a fault last month. I then tried to claim under the warranty and met a wall of lies and obstructions. First of all they denied that the laptop was still under warranty and asked for proof. I provided the proof and they denied the proof was sufficient giving me a long list of reasons why it wasn't sufficient all of which were untrue. Finally after threatening legal action, they agreed that it was covered by the warranty and their warranty firm Digicare collected the lap top.After a week Digicare advised that they couldn't get the parts to repair and that Samsung would get in touch to advise of an "alternate resolution" within 48 hours. But they didn't get back to me. When I contacted them they told me it would be 3 to 5 days, but given my experience so far I am not expecting anything. My big concern is that as Samsung no longer make laptops they might give me a deprecative refund which won't be enough for me to get a new laptop. Watch this space. It seems to me their customer service is all about making claiming on a warranty impossible, which is worrying given their published reliability issues. My advice don't buy Samsung, don't take out an Samsung extended warranty and I am now even considering Apple, at least their customer service is better.”

Helpful Report

Posted 8 years ago

“Having upgraded to a new Samsung Galaxy S7 in May, the phone have developed a fault in that it continues to turn its self off. It has been returned to Samsung twice, and on both occasions we were assured that the problem had been resolved. The last time they returned it too us it would not even turn on. More phone calls to Samsung, who have the worst customer service team I have ever dealt with, only to be told that the device must again be returned too them. They have flatly refused to replace the handset despite it only being 4 months old. Never again will I ever buy another Samsung product. Just read in the news that they have had billions wiped off their share price due to the Note 7 catching fire - GOOD - hope they go bust!”

Helpful Report

Posted 8 years ago

“Never ever in my life have I ever received such a horrible customer service. I'm not even angry anymore.. I'm just sad. After waiting for three weeks I finally got my much expected 65" TV, and guess what? it's defected and won't work. But wait, that's the easy part. where my heart ache really begins is when I called Samsung's appalling customer support. My journey with them began with a lady who told me that if they send a technician and the TV is indeed physically damaged, the warranty will not cover the damage. So, in other words - I will have to pay for a repair even though I got it in this current condition. Amazing! Then after yelling my heart out, a "team leader" called Francis told me he's going to help me find an immediate solution and that the warranty is good for it, but wait! the called was dropped and guess what? after calling again Francis is nowhere to be found.. now lets continue the journey with another representative who told me that I would have to be transferred to the E-commerce department since they are only technical support and they don't deal with that.. Guess what happened then? you know it... the call was dropped. As I'm writing this I'm with another support agent who says he'll transfer me to another department. so stay tuned folks! lets see where this roller coaster of fun, broken dreams, tears and hope takes us! Yours, Daniel P.S - by the way, just in case you didn't get it - stay the hell away from Samsung, their products and most importantly their customer service.”

Helpful Report

Posted 8 years ago

Samsung is rated 1.2 based on 4,617 reviews