Samsung Reviews

Name: Samsung
Address: 1000, Hillswood Drive, Samsung House, Chertsey, Surrey
Rating: 1.26

1.3 Rating 4,614 Reviews

6 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.3

Based on 4,614 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week

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Phone:

01932 455 000

Email:

info@samsung.com

Location:

1000, Hillswood Drive, Samsung House
Chertsey, Surrey
KT16 0PS

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Would you like a TV that is amazing in every aspect except for the display burning out 8 months after you bought it and then Samsung gives you the run around on replacing it for over a month? Well then this is the TV for you! Buckle up; its a wild ride. I got home from vacation on Dec 14 and turned on my TV only to discover that while it turns on and makes sounds when you use the remote, the display had burned out. Bummer. So I call Costco (where I bought it from) to try to get an exchange but it's been over 90 days since I bought it. They call Samsung (since it's still under their warranty) to figure out what to do and Samsung decides to get a local repair company to fix it. That company calls me the next day to set up a time to fix it and we settle on a couple days later. On that day, they call me to tell me that Samsung has decided to replace the TV instead. Awesome! I call Samsung to inquire about it and they said expect a call in 11-12 days to figure out replacing it. It's right before Christmas so I can understand that. About 10 days later (Jan 2), I'm asleep in the afternoon (because I was working night shift) and Samsung calls me. They leave a message asking me to call their refund and exchange department to discuss giving me a new model (sweet!) instead of the same model I had. I call Samsung the next day and the customer service rep says my case had been canceled because I hadn't answered. Wat. The customer service rep said he would reopen the case and that I should get a call in 24 hours to discuss the details on getting my tv replaced. 48 hours later (now its Saturday) I call Samsung again and they said the case was still canceled (meaning that rep never reopened it) and that I would need to call back on Monday because the refunds and exchange department wasn't at work on the weekend. On Monday I call Samsung again (I am beyond fed up at this point) and they said the refund and exchange department only calls out and they do not accept transfer calls. I ask for the reps supervisor and he tells me the same thing; that they can't transfer me and the department will call me in 2-3 hours. I told him that I was not hanging up until I was connected with someone that could help me. After telling him that several times, he finally transfers me to the department. The lady I spoke to was wonderful and told me that she had set up for a new TV to be transferred from a warehouse in California to my house in Las Vegas and that it would take 11-12 days to get here. I told her that I was hoping to have it sooner than that so she requested that the order be expedited (finally a rep with good customer service). It has now been 14 days (Jan 21) since that phone call and, other than an email on Jan 8 telling me that my claim was being processed and it might take 2 days for my product to be released to a carrier, I have not heard a peep about my TV since. So I call Samsung this morning. The first time I called, the rep said the TV was with a 3rd party moving company (KW International) and gave me their number. I call the company and get an automated system that tells me they are trying to reach my extension (even though I didn't type one in). It rings then sends me into a loop with the automated system. I hang up and call back an hour later and get the same thing. I call Samsung back because I'm already fed up at this point and the rep I spoke to calls the company to figure out whats going on. She gets back to me and says KW received the TV on Jan 9. She can't help me anymore on this so I ask to be transferred to her supervisor. She puts me on hold then a minute later the call gets disconnected. I call Samsung back, tell the new rep the same thing I told the last one and she says it's not possible to get in contact with KW even though the previous rep had done so 15 minutes prior. I immediately ask for her supervisor. I get transferred and the lady is super nice but at this point I am appalled at the absolute lack of respect/lack of urgency of both Samsung and KW. She calls KW and they told her that my TV was sent for delivery on the 11th, and put on a truck on the 14th. That is a week ago. I can drive to CA and back in one day no problem, but apparently KW needs over a week to go one way. KW also tells her that I should expect a call on Jan 23 to set up a time to deliver my TV (that is 17 days after my discussion with the Samsung rep who said my TV would be at my house in 11-12 days). I ask to speak with her supervisor but since it's a Holiday, there are no higher supervisors and that I could get a call back in 1-2 days, which is when KW is already supposed to call me (a week later than they should have). Samsung you ought to be ashamed. Your net worth last year was $295 BILLION and yet you take over a month to replace a TV. You also ought to be ashamed that you contract with a company that can't move a TV one state over in less than a week and a half.”

Helpful Report

Posted 7 years ago

“Putting aside the fact that 10 months after it was installed, my Samsung dishwasher died on me, CUSTOMER SERVICE IS THE WORST EVER OF ANY MAJOR CORPORATION I HAVE DEALT WITH. Two visits by technicians and 9 days later, my dishwasher still doesn't work. Dispatch is rude and the techs are pathetic. DON'T BUY SAMSUNG. YOU WILL REGRET IT.”

Helpful Report

Posted 7 years ago

“Purchased the 58” 4K model UN58MU6070 $999. Went to put together and the stand was broken (a stand with two 1/2” screws and a plastic piece the stand clips into to support a 50lb tv ????) the “very heavy” tv almost fell forward and would not stand up and I had to think fast and put two board games (which happened to be nearby)under the bottom so it didn’t fall and smash. The next morning I phoned Samsung to put in a complaint and get support, was sent a text msg with instructions to send photos, which I did. 7 days passed and I had not heard back (I did purchase a heavy duty stand for $60 and struggled to attach to the tv on day 3 as I had to do something so my brand new $999 didn’t smash as I felt it was going to fall any minute. Keep in mind I’m a single mom and am not strong enough to lift tv and don’t know anyone here and have no help, not to mention the $999 was a lot for me and this tv was a huge deal for me and my son. Day 7 I called to follow up on my issue and was told there was nothing they could do as the stand is an “accessory” and not covered. (Insert a string of four letter words here) Now I’m out of pocket the $60 I had to fork out on top of the $999 I already spent just so my tv could be used and not fall forward and become a total loss! They also said that because I purchased another stand that there was nothing they could do for me. This is completely unacceptable and a huge inconvenience for me! If I could, I’d return the tv except I cannot lift it to bring it back to the store! I WILL NEVER PURCHASE ANYTHING SAMSUNG due to the very poor customer service and because this corporation clearly does not stand behind their product. AND DO NOT RECOMMEND THIS PRODUCT OR ANYTHING MADE BY SAMSUNG.”

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Posted 7 years ago

“The worst customer service ever, don´t get me wrong, I do not blame people who work on CS Lines (mostly) but the time they need to respond or deal with a problem. My charger stopped working after only a few weeks and I wrote to Samsung CS and gave them all the necessary information. They said, they would write as soon as they check the information and then they would send me a new one. It has been almost two MONTHS since the day I wrote them and each time I call or write to check how far they are and each they I got the same answer ("As soon as we check your information we will contact you...") They made me never want to buy something ever again from them.”

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Posted 7 years ago

“I wanted to return my Samsung galaxy tab A 10.5, 4G to Samsung, I called Samsung to arrange it and I was told that their logistic team will generate return label for me and I will get that by email in 24 hours. I called Samsung for 4 days in a row and I had same answer that logistic team will generate it and I will get an email. I had to tell the guy that I am sorry to say but your logistic team is rubbish as from four days I am waiting for a return label but it’s still not generated. Finally after discussion this guy told me he will arrange a collection of my return from my home by DPD. I agreed with this. Before collection happened I called Samsung again and confirmed how to give tablet back as I don’t have any other packaging except Samsung box and I was told that’s fine and I can just tape the box and DPD will have return label. I did what I was told by Samsung advisor. In the evening I tried tracking my parcel on DPD website and the reference number which was given to me by DPD was wrong so I couldn’t track it and my tablet got lost by DPD. I straight away called DPD and then straight away informed Samsung and I was told by Samsung that I will receive call back before 10 pm at that night and then after I called them 3-4 times in two different days to chase what’s going on with my tablet or my money but they are just giving me false promises that someone will call you in 24 hours but so far I haven’t received any call yet. I also sent complaint email to Samsung webpage as well but no acknowledgment of that email too. So my money is gone as no one wants to give a clear and honest answer from Samsung. No one cares at Samsung about customer once their sales is done and they made their money. So BEWARE before buying if you are thinking about after sales service. WASTE OF TIME & MONEY”

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Posted 7 years ago

“If you need customer service prepare yourself for a rude experience. Personally I do not like being hung up on. No more Samsung products for me.”

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Posted 7 years ago

“i purchase a note 9 for over 1000 dollars phone was defected from first minute ,i sent back for refund samsumg only refunded 592. dollars,i have spoke to many supervisor no one have help me ,so i have to purchesed a second note 9 same phone was defected,”

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Posted 7 years ago

“Would not honour 5 year warranty. Disputed I had phoned up to register my prouduct. No compassion shown by Samsung. Indeed, they implied it could only be my fault. No way for a big company to operate. Avoid them!”

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Posted 7 years ago

“This company sucks. Their phone are unsafe and can blow up and kill you at any time. Why would anyone in their right mind by these phones? The 8 and 9 series are just as bad. Blowing up and the media isn't covering it. Why?”

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Posted 7 years ago

“I will never, ever own another Samsung product based on the customer service I have experienced on two different occasions. I purchased a new Samsung microwave for nearly $200. Shortly after the purchase, I began experiencing problems with the microwave, such as a very dim light bulb and the clock resetting to 12 every few times I would use it. It also occasionally made a loud grinding noise as it was heating something up. I called customer service and was told microwaves make noise. That irritated me but kept my cool. I told the service rep about my other issues with the microwave and was told they could have someone come out but they're not very likely to find anything wrong with it if it doesn't act up. I just hung up the phone. Very very disrespectful tone from the sales rep. My second terrible experience with Samsung customer service was when I had a warranty concern with my Samsung galaxy phone. I called and was put on a call back list but never received any call back. I'm done with Samsung. Not only do their products suck, so does their customer service.”

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Posted 7 years ago

“I do not think Samsung deserve one start. It actually deserves MINUS 5 start. I have the worst customer service experience of my life dealing with Samsung. I bought two phones one was Galaxy Note Edge and the Galaxy Note 4, costing me almost 17 hundred dollars. Both of the phones after 7 months start shutting off by themselves. When I called the customer service they send me to Customer care, the customer care did not solve the issue for me. They ask me to buy a new battery which I did but the phones still not working. I factory reset both phones and it did not help either. The worst part, they wasted 2 days of my life going back and forth to their shop with no help. I will do my best to inform all people I know not to think about buying a Samsung phone ever.”

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Posted 7 years ago

“In December 2019 I bought Galaxy note 9 in Mexico, which supposed to be Waterproof according the explanation in your website “Yes. Don''t be afraid to get wet. The Samsung Galaxy Note9 has an IP68 rating, meaning you don''t have to stop texting or taking photos on account of rain“ I went for a trip out of the town near the sea side and my phone might have been in touch with some water drops, I emphasize only water drops. Now it is not working, it’s not even a month. they told me they can’t do anything for Thor but repair my phone. I don’t want it to be repaired! It’s a new phone and I didn’t do anything wrong with that. I got cheated by Samsung...note 9 is not waterproof guys ...don't buy it”

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Posted 7 years ago

“If there were zero star I would have give them zero I was sold already activated device with used warranty and when I asked for warranty service they told me give us receipts and your bank account information is not enough and that We're not going to repair your phone that you have to pay.”

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Posted 7 years ago

“James Mcniffe 1 review Star 1 Star 2 Star 3 Star 4 Star 5 5 hours ago BAD COMMUNICATION POOR SERVICE Washing machine stopped working. Spoke to Samsung CS done a reset over the phone still no joy .she said they will get the service centre to call me and book an engineer and fix my W/M.Did not receive a call so i phoned up again spoke with another person explained the whole thing again they said it was booked for the 10/1/18 .she give me the details for the engineer company so i called them .they told me that i was NOT booked in for that date .Good job i checked so i didn't lose a days pay it was for the 21 /1/18 17 days later without a washing machine with 5 people in my house hold .the original appointment was cancelled NOT BY ME. SORT IT OUT SAMSUNG😡😡”

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Posted 7 years ago

“No returns after 14 days, even if item was bought as christmas gift. Horrible rule. And lazy to not create an extended holiday return policy. Would not suggest buying from samsung directly to anyone.”

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Posted 7 years ago

“Do NOT buy Samsung. I purchased a refrigerator fourteen months ago and it quit working on January 1, 2019. My husband called the support center (Samsung employees-I asked because if they are just contracted with Samsung they probably would care less if the appliance gets fixed) and needed to get a service call. Remember this is a refrigerator and the best the contacted company for Samsung will be there is January 7, 2019 just to diagnose, then the order would have to be ordered and another appointment set to fix. Again remember this is a refrigerator!! Called again this morning and the Samsung support center said there was nothing they could do, it was in the hands of the contracted repair person. She explained that Samsung listens to all the calls and she appreciated my honesty and concern for being treated this way. I will not buy EVER any product that displays the Samsung name.”

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Posted 7 years ago

“Samsung totally ruined our 2018 Christmas. Cell phone was ordered 12/19/18, paid out of pocket for expedited shipping, didn't have color in stock to ship for Christmas, would NOT allow a color change (even though they had the others in stock), would not allow the order to be cancelled so we could purchase elsewhere. On 12/31, today, phone finally delivers (10 days later). They refuse to exchange color OR honor the price we paid so we could "reorder" a new one /new color. They were rude, hung up on me after leaving my polite self on hold for 10 min waiting for a supervisor... I called back. Held AGAIN for a supervisor who can't on and spoke snarkily to me. I understand they don't care a stitch about my repeat business. Well be returning the unopened phone. BUY FROM BEST BUY! They have awesome customer service! Avoid Samsung company at all cost!! No exceptions. Just check their online reviews (1.2/5.0stars). I wish we had! No phone. No Christmas present. VERY UNHAPPY CUSTOMER(although no longer a customer). Bad bad bad bad bad. They should be ashamed to conduct customer service in that manner. I'm ashamed for them!”

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Posted 7 years ago

“We had a Samsung microwave they told us they would pay for it because it exploded and burnt our countertops to pieces. We have a record a conversation saying to go ahead and get an estimate and then send the estimate in and they would pay for it. Then a month later they're telling us that it was our fault that there microwave exploded messing up our countertops they said physical damage to be exact and now they're wanting us to pay for the visit where someone came to check it out and they're wanting us to pay for our countertops. After they already told us that they would and then it was the microwaves fault. I will never buy another Samsung product again this company is a complete sham and it does not want to take responsibility now we have to take our claim to small claims court and sue them. Don't trust Samsung”

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Posted 7 years ago

“I would like to post a review about how the dryer works but it was delivered to me damaged and broken and I paid to have it installed which is one of the options when you purchase product. This review will be about Samsung service when you buy new product from website. I purchased the dryer and was delivered 12-21-2018 and I have called several times and I keep getting the run around all they do is transfer me and pit me on hold for 2 minutes, then I get transferred again to another department. While on the phone with Samsung customer service I am writing this review the best part I am even telling them I'm writing this review. Then they tell me" they need to have a service technician come to my house to fix the dryer and if it's damaged then the service technician will contact us" . This is by far the worst customer service ever. I used to love Samsung product I have a Samsung phone, tablet, fridge, microwave, dishwasher, stove, TV, watch and washer and dryer. After my experience with Samsung customer service I will never purchase another item from samsung. STAY A WAY FROM SAMSUNG.”

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Posted 7 years ago

“My unfortunate experience started with Best Buy where I purchased a 51" Q8 LED television for appx $2200. Pixels in the screen went bad in under 3 months. I contacted Best Buy (Parker CO) and was told to go pound sand. They were done with me the moment my payment cleared. I contacted Samsung and after about 2 hours on the phone doing everything but dancing naked in front of the television to see if we could magically get those pixels to heal themselves, they finally agreed I needed a technician (both they and I know I am entitled under the warranty to have it replaced . and now we both know they're not going to do that). anyway, the 'service' tech called yesterday - is willing to schedule an onsite visit in a couple of months to 'look at the problem'. However, i have to commit to being available all day as even months in advance they will not confirm a time. Bottom line - samsung has notified me that if i try to enforce the terms of the warranty - they are going to make it as difficult, problematic, inconvenient and as painful as possible. They won - i'm keeping a defective, unrepairable >$2,000 television that neither Samsung or Best Buy will honor the warranty on. My advice - don't purchase your expensive items from best buy and where ever you purchase - don't purchase a samsung ---- if you get that 1 in xxx that's defective - you'd better be happy with defective because you're stuck with it. Seriously --- >$2,000 less than 3 months till failure and neither best buy nor samsung willing to help correct the problem. Buy samsung if you want - but know that as soon as your payment clears ----- you're on your own”

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Posted 7 years ago

Samsung is rated 1.3 based on 4,614 reviews