Samsung Reviews

Name: Samsung
Address: 1000, Hillswood Drive, Samsung House, Chertsey, Surrey
Rating: 1.23

1.2 Rating 4,554 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,554 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 30%
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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"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."

472

Anonymous

Anonymous // 01/01/2019

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

“Waited since 9.00 am this morning for a call back to find out were my click and collect that was supposed to be on 5/02/2024 absolutely useless, wish I had never brought it the phone. Lucky to get 1 star.”

Helpful Report

Posted 1 year ago

“Samsung have terrible customer service, they take no resonsibility for anything, Ausrion has deducted my trade in amount twice, call Samsung and they refuse to assist in this matter even though its via their sales team that you pay the amount. I have called/chat/emailed both Samsung and Ausrion at least 8 times and all i get from Samsung is we will call you back, they never do and Ausrion I hear nothing at all, I've had to cancel my credit card so they cannot deduct any further money. Its disgusting. Apple for me next time!!!!!!!”

Helpful Report

Posted 1 year ago

“They have destroyed their customer reliability, cheaply made phones , second rate service and quality , it seems to be a corporate standard after the pandemic , just parasites now , look for better , I have been a Samsung customer for 12 years , no more .”

Helpful Report

Posted 1 year ago

“Samsung has the worst customer service. The customer support acts like bots and when the issue beyond copy pasting they just leave the conversation. I experienced this on calls too. I had an issue with promotions and called them on Jan 17th 2024 and pre order ended on 30 Jan. I placed an order on 18 Jan. I have contacted them in Jan for an update on the ticket .. I have 22 calls and chats . They just hang up on call saying they aren't able to hear me. That's like pathetic way to hang up. I could hear the teams talking and giggling.. and Samsung is paying for these people? The website is shittiest.. the promotions redirect to app and when I click on app it goes to website. The chats have no direct way to open and minimize. It's been 15 days and it's so frustrating. Yesterday a guy asked me when was the ticket raised ..I said the first day of s24 ultra pre order availability. He put me on hold for 16 minutes and came back online and said as nobody is like. M disconnecting the call. And no body is sharing the supervisors details to escalate this mayhem. That shows how crappy the whole support system is. I think outsourcing has degraded the company's support system. Because the people from countries who don't really function well on online customer service and it's values can never be able to meets it's requirements and urgency. The people are so poorly trained in understanding basic communication. They are just copy pasting lines and links.”

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Posted 1 year ago

“I bought a Samsung S3 I'm December and was told I would get a R1000 voucher within 7 to 14 working days it's been 48 days and still nothing. I am not complaining for a free voucher buy for the principal DO RUN PROMOTIONS WHEN YOU CANT KEEP TO YOUR WORD!”

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Posted 1 year ago

“Worst technical and customer support ever. New TV broke after 2 weeks and it took 8 phone calls (total time almost 6 hours) to eventually book "replacement swap". Their goto is first send engineer (but engineer doesn't even reply to their calls!) second arrange: collect first, then replace (takes 20 days from the collection date) and then only if you escalate will they do a replacement swap (which only takes a week, I am told).”

Helpful Report

Posted 1 year ago

“We spent over $1,000 for a QLED and it died in two years, 3 months. Just 3 months past the warranty. This was promoted as one of the best, but it was obviously junk. Built-in obsolescence. Their own tech rep told us the problem would cost over $500 to repair, and she saw it with the QLED in 3 out of 10 TVs. Absolutely shameful. Dick D.”

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Posted 1 year ago

“I have a ticket that been created for more than one month the every time i call they say we will send an email you will receive the item with few days then i called they let me say my info 10 times transferring me from Rep to rep no has an answer the worst ever”

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Posted 1 year ago

“Ref: URGENT Return Label Request SHAME ON YOU SAMSUNG!!!! UNTRUSWORTHY and DISHONARABLE Samsung sells hundreds of billions of dollars a year, but the company is incapable of providing decent customer service and honor its word. I have made more than 50 contacts with the company over many weeks and cant get a resolution for my problem. Here is my grievance: I bought a Watch6 directly from Samsung trading in a Watch5 PRO Titanium in perfect conditions. My trade-in passed Samsung's inspection. Unfortunately, the case paint of the new Samsung Watch6 Classic I received started to peel off immediately after I started to wear it. In addition, the battery drained off very fast and the sleep tracking was totally inaccurate. Following Samsung Instructions I returned the watch and I was promised that my trade-in would be returned. Multiple times I was told that a tracking number would be provided. It never happened. After many weeks and countless calls and messages, Samsung stated (repeatedly) that the watch I traded-in was already being recycled and it could not be returned. So, I asked the company to honor its commitment to return my trade-in and send me a NEW watch of the same model of the one I had traded-in. Instead, Samsung mailed me a Samsung Watch5 Pro in terrible conditions. There is no way this was the watch I had traded-in. Mine was pristine and passed the inspection. In addition, the watch was improperly packaged, loose in a small box without filling to protect it. Also, it came without the original band, while mine had a buckle band. I have already asked the problem to be escalated, and was promised to receive a call that, so far, never happened. SHAME ON SAMSUNG!!! I want Samsung to provide me a return label to send back the useless watch the company mailed me. If mine cannot be returned, I expect Samsung to mail me a NEW WATCH to replace mine. In the meanwhile, I will continue to share my dreadful experience with Samsung's Customer Service, in social media, file complaints against the company before Consumer Protection Agencies. Sincerely,”

Helpful Report

Posted 1 year ago

“I wish I had found this review site before I bought the Samsung galaxy s22 ultra phone. I would not have purchased it. All I can say is Samsung does not have any intelligent people answering the phones. They have someone in Korea they are paying 2 cents an hour for customer service that cannot understand English at all. After going round and round with the same woman two separate times and she claiming she wasn't the woman i spoke to on the first occasion I realized she was brain dead, just there to pass the buck and blame other things except Samsung's product or updates... reading the script to perfection. No matter what you say to these zombies it is clear she is a complete and utter moron. If you get off of something other than what the script she has in front of her she begins the blame game pointing the finger at other than Samsung. If you want to feel dumber on the day you need help, call these idiots.”

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Posted 1 year ago

“I was told I would receive a credit once my phone arrived because the website glitched during the purchase and I was unable to use the promotional credit. Two samsung support reps told me this. The first rep told me that I must contact them again once my phone is delivered to receive the credit. He gave me my ticket ID and everything. He said I would receive a $50 credit. I contacted them after my phone was delivered and the second rep said I would receive the credit in the next 24 hours. Now I receive an email claiming that they will not honor their word. I am appalled. I'm glad I took screenshots of the conversation. I've been using samsung for as long as I've had a cell phone, but this may be my last one. I've never in my life received such terrible service.”

Samsung 1 star review on 4th February 2024

Helpful Report

Posted 1 year ago

“Samsung has horrible customer service and they do not stand behind their product. Then when you submit an honest review, they don't post it. It's okay though. I can reach 92,000 on social media so this is going to be fun.”

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Posted 1 year ago

“I'm reviewing the new update on my s23 and the new emoji design is absolutely horrible. Please change it back to the old ones🙏🏻”

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Posted 1 year ago

“I currently own four Samsung TVs, and the stark difference in the level of service for this particular matter is disheartening. The interaction with your call center has been nothing short of frustrating and unhelpful. Instead of working towards resolving the problem with my TV, the representatives seem more focused on rushing through the call, offering no concrete solutions. This type of service reflects a "tick the box" approach, where the primary goal appears to be concluding the conversation rather than addressing customer concerns. Furthermore, the callback system is inconvenient and appears to prioritize the company's schedule over customer needs. Receiving calls at a time of your choosing rather than mine only exacerbates the already aggravating experience. As a loyal customer with multiple Samsung products, I expected a higher standard of service. This incident has not only tarnished my perception of Samsung's customer support but has also left me questioning my decision to invest in brand.”

Helpful Report

Posted 1 year ago

“Awful unprofessional,Mickey mouse type of customer service transfer me to the three people all of them in the same department, stupid, annoying dumbfounded, with the heavy accident as no one can understand them...never again, I canceled my new phone pre-order too”

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Posted 1 year ago

“I live in South Western Michigan, nobody in this area services Samsung Appliances. Called Samsung Care on 1/17/24 and explained that my dyer is making a rattling noise and there was an off-putting smell. Ticket submitted for a service request- okay great. Today, 2/2/24 I receive a call from Service Quick - automated, explaining to stay on the line as a customer representative will be right with you as they are assisting other callers at this time. The line was disconnected. I call Samsung and explain how I received the call from Service Quick and was informed that S.Q. stated that they were unable to get ahold of me. Seriously? So, I call them back and the rep stated there was no ticket for me submitted by Samsung… wow. I’m beyond frustrated. So I explain the details of what is going on and the rep and I were just going back and forth with confusion. Scheduled the appt for 2/14/24 and was told that the tech would call me between 9am-5pm. So not even a set appt time, just a day which is frustrating for those of us whom have errands to complete on their day off. Whatever. I called Samsung and told them to cancel and I will buy a new dryer from Lowe’s. 0/10 do not recommend Samsung or Service Quick.”

Helpful Report

Posted 1 year ago

“The out sourced people they use are useless I loved my samsung products but your letting these people run costumers away.The whole experience on buying the S24 ultra has been a nightmare the delivery options have been a joke”

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Posted 1 year ago

“We went to Samsung store in Central London on 19th of January and ordered the new Galgsy S24 the salesperson told us the deal is 1-%30 off any accessories and we ordered ear pods and screen saver and a case 2- she said we can trade any smart phone we get 150 pound 3- we get extra storage free and Samsung watch free and we can pick it up when the telephone arrives. We went today to pickup the phone after receiving email from Samsung and we did make appointment for today and ask if the same person can be there to help us . First thing they said the lady called sick and then they said the watch we can claim on line we where not told this at time of order and then they said trade in only 50 pound We ask to speak to store Manger they said she is not in we ask them to call the saleperson they refused we are very disappointed with the staff and services at this store . We canceled the order and left . I can't believe Samsung hir these un professionals staff to run the largest store in uk my order # 31302450”

Helpful Report

Posted 1 year ago

“More than a month since the complaint about the machine, no help to fix it. The customer service sounds helpless. No escalation or complaint procedure is in place. Poor business ethics.”

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Posted 1 year ago

“Samsung executive customer relations department has the worst customer relations employees. The are unable to answer questions about broken products and revert back to a scripted answer that does not apply to the questions. When the employee named Evens employee number 50213 or so he told me, could not answer my question and assured me that there was no one above him to answer my question after asking to be transferred to his supervisor, he hung up. I was shocked as I was very polite and remained calm, did not raise my voice or use any profanities. I phoned back to get an email or contact information as to where I can submit a review of the recording and file a formal complaint and it took three more calls to get access to an email. I emailed on January 5th and followed up on January 14th with no response, not even an automatic reply. I do not recommend the Z4 flip phone as they have multiple problems and Samsung will not fix the overheating battery, or bleeding screen even under warranty. the worst customer care I have expereinced”

Helpful Report

Posted 1 year ago

Samsung is rated 1.2 based on 4,554 reviews