Samsung Reviews

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

1.2 Rating 4,575 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,575 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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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."

474

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

“Ordered oven 7JAN22 to be delivered about 14 January 22. After not receiving the product or update on 19 January 22 I called Samsung who told me to call the shipper who told me to call Samsung. Finally after inquiring where Samsung's responsibilities lie and soooo many transfers......Samsung finally communicated with the shipper and gave me a delivery date of 10 February 22 10 FEB 22 The oven arrived today at 11:30 am. Open box without moving 1:00 pm 10 FEB22 Inner glass shattered---glass everywhere Call Samsung at 2:00 pm to report damage 10FEB22 Samsung set up ticker 416-381-4324 with Service Quick 10FEB22. Same day: Service Quick advised that the damage is out of warranty and therefore I have to pay.I was advised by Samsung that since I only got the item today it is under warranty. Same day: Called again Samsung Customer service/sales and the Service Provider said that The product is out of warranty and I should have claimed the damage within 14 days of ordering it. The fact that I only received it today 10FEB, and ordered on 07 January 2022 I should have called them before it was delivered to make a claim for the damages. Does this make sense to you? After another try with customer service I was advised that he would update the order because it is under warranty. I was pleased.Also during this conversation, I inquired about SamsungCare Plus They sent me a link to apply for the Care Plus since the product is under warranty. NEXTDAY: Received a list of charges that I will have to agree to from The Service Provider $120 for visit non refundable and 95 per hour and charges for the parts. I called Samsung at around 8"30AM 11FEB22 to tell them of this which is contrary to what I was advised they cancelled that work order because it did not mention that it was under warranty and gave me a new ticket number 1088278, As I was having this much trouble with just getting the Oven in my house and operational I decided to log on for the SamsungCarePlus. First person: You cannot, because you should have purchased it at the time and prior to delivery. I explained what I was advised but she could not help me Second person: (12 minute cue each time even with autocallback). Somehow after many calls and them only wanting to do this on my mobile phone which seem rather odd and I have to repeat everything...made me suspicious. I did eventually try online (after figuring out what a IMEI number....Still not successful. Another call/Another Person customer service who now tells me that because the product is delivered and I did not purchase the CarePlus at the time of purchase I cannot now. I advised that it did not give me the option to purchase it when I was ordering the oven I even looked for it. ANOTHER CALL: Yes you can purchase the CARE and I will update the records and transfer you....HOLD....HUNG UP It just seems a needless UPHILL battle for an OVEN. Will update. HUNGRY OVEN NIGHTMARE-HUNGRY SENIOR”

Helpful Report

Posted 3 years ago

“The US Customer Care employees are a bunch of idiots. They are completely useless and lack common sense.”

Helpful Report

Posted 3 years ago

“Terrible refund and returns service. Will not be buying samsung products again.”

Helpful Report

Posted 3 years ago

“I wasted ALL DAY pre-ordering 22ultra Because of their horrible website ! I was on the phone for hours trying to fix the issue so i can pre order and dont you know nothing got fix and i lost my promotional items cause they were out of stock so i also lose my promotional credit Just because their lines were so back up with calls of such happy customers im sure of and their website is junk and order $3000 of items and no way to delete the items out of my cart. I received no help from them And to solve the issue on my own i had to make a new samsung account and redo everything but it was too late for some of my promotional items and i lost my credit! What a great company! This will probably be the LAST PHONE i get from samsung if i get no help on this infuriating issue.”

Helpful Report

Posted 3 years ago

“Appalling Support and misleading incorrect info . We purchased a £7000 Samsung “ premiere” 4K projector in December 2021. Samsungs Premier product which is effectively a Samsung TV in a laser projector . Immediately upon set up we noticed the Now TV app wasn’t on it . Then the fun started :- Samsung have no projector support option . I ended up speaking with their TV support , the first 3 support staff didn’t know or understand the product . Fourth go , success re support - but no satisfaction despite a software update and remote support . Customer Solutions then contacted us on the 23/12/21 and assured us that we would either receive a memory stick or a software update to resolve the matter - confirming now TV was on all their new TVs that also used the tizen operating system like the projector Then nothing ……….no contact / update / solution etc . I contacted them yesterday and they have now changed their position completely . It’s not available , we don’t know if we will make it available or if we do whether we will update older models . Premier model / £7000 / misled me / disjointed confused and poor quality support . They offered me £50 refund ( knowing my only solution now was to purchase a third party APPLE TV 4K to get Now TV at 4K on the projector at £160. ) Sad that the USA has to rescue them but worse that they didn’t stand behind what they said and they expect me to spend another £160 to prop up their device !!!. At one point they even said that technically my issue was with John Lewis ( retailer) and nothing to do with them . Laughable They developed and built it - it’s not a fault it’s an omission”

Helpful Report

Posted 3 years ago

“I will be rating Samsung with 0 stars. It would not allow me to post without hitting at least one star, but as far as I am concerned that is one too many. I would highly discourage anyone from purchasing any Samsung appliances. I always try to go with locally owned stores rather than big box stores, but my experience has really changed my thinking on this. I purchased and ordered a refrigerator in August of 2020 which did not arrive until January of 2021. I also purchased the extended warranty. The refrigerator ceased to work in October of 2021 while still under manufacturer's warranty. I called Kelly's and attempted to get ahold of Samsung and they referred me to the Appliance Hospital. Unfortunately they have been out 8 times and I still do not have a working refrigerator and it is now February, 4 months later. I asked the appliance repairman when I could get a new refrigerator and he replied he didn't know, but was sure that it wasn't until he had completely rebuilt this one. I have called Kelly's who sold this at least 5 times without a return call. I finally got a hold of the manager Lorenzo who told me it was a Samsung problem and I could go through them. I explained that I had attempted that with no luck and felt that he needed to stand behind his product that he sold. He told me that if he did that he would go bankrupt. I stated why would anyone go to a smaller business then? He told me because they are easier to get a hold of. I explained that I had called and left 5 messages without even a return call. He told me he would call me back after talking with the Samsung rep, which surprise, never happened. I decided after the last repair was ineffective I would go in and try talking to someone in person. I then went in and spoke with Cody, as the manager was unavailable. He basically told me there was nothing he could do for me and suggested I go through Samsung. I asked for a direct Samsung number of someone I could speak with to try to get this taken care of. He could not produce a number other than the chat bot online. He also told me that he would talk with the Samsung rep and get back to me at the latest on Monday (several weeks ago). Surprise again, no return call. He also told me that Samsung put out an inferior product. I asked why in the world he sold it then? He stated that they only had a few Samsung products. I would highly recommend that you steer clear of Kelly's and any Samsung products. Kelly's does not stand behind their products, nor does Samsung, they do not return calls, and they do not assist you when you have a problem.”

Helpful Report

Posted 3 years ago

“Pure junk, horrible customer service, and I strongly advise anyone getting ready to purchase a Samsung TV to reconsider. Unless you want to waste you money! I bought a brand new Samsung Crystal 4K UHD TV. It stopped powering on after just 14 months. Called Samsung and what did Customer service have to say...sorry, too bad, we only warranty the TV for 12 months. If you want it repaired, you will have to pay for it. Oh, yes please, let me pay you another bunch of money to fix a piece of garbage, instead of going to buy a Vizio, which by the way, lasted me 8 years before I bought this one (Still have it in the bedroom, by the way). BUYER BEWARE!!!”

Helpful Report

Posted 3 years ago

“Order a watch 4 online with it showing same day pickup. 2 days later they still hadn't processed the order. Would have been faster just to go and buy it from the store 🙄”

Helpful Report

Posted 3 years ago

“Worst "Customer Service" I have ever seen. 49 days and counting, still no refund. Why does Samsung even bother having a customer service department? The question below is "How easy was it to get a refund?", please add the answer option, Impossible.”

Helpful Report

Posted 3 years ago

“I have been a fan of Samsung and, a long term user of Samsung Products including, appliances. I bought this latest Watch 4, 44mm on 01/01/2022 for INR 27,000 from an Offline Samsung Store since I wanted it immediately for Gifting. To my surprise, I received a defective product with the following issues: 1. Minute streak/scratch on a side panel. Watch-4 is SUBSTANDARD. 2. Auto-Restart: Watch kept restarting. 3. I use multiple Smartwatches all day and night, including Fossil 4 and 5 series, Garmin's topline Fenix series, Amazfit and Samsung's very own Samsung Active-2 and S3 Frontier. Frankly, all of these devices work flawlessly despite using them for years. This Samsung Watch 4 burnt my Skin within a few hours. This Watch 4 is HAZARDOUS. 4. Random Data Issue: The watch fetches some Random/Erratic and invalid data including Steps/ Date/Fitness/Body Composition data, which is way before the Global launch. I produced this faulty machine as received at the Samsung store/service centre within 2-days with complete accessories including Box. The executives from the HO team showcased their very own defect of scratch and, VOIDED WARRANTY for this 2-day old product despite having a Brand Replacement policy of 15-days. Brand executives inferred that an impact could have caused the scratch on the side panel, which is the root cause for all issues. Hope with multiple scratches, you can time travel and analyse data from birth and burn yourself. So illogical and unjust. Thusly, passed the blame on me for not using the watch placing it in a showcase i.e., as a showpiece in a showcase. This Samsung Watch 4 does have a MIL-STD-810G certification which means the device has undergone 29 tests in varied environments including, 26 drops onto its different sides, so-called experts from the HO team agreed to my claims and stated that the scratch (a manufacturing defect) on the panel is the root cause for all these issues including skin burn, auto-restart and random data issues, so their MIL-STD-810G is a MARKETING GIMMICK. Now, the HO team is trying to exploit a sum of INR 13000/- to get this 2-day old product repaired. It's been around 40 days and, I am still waiting for the resolution. A trauma so far, unexpected from a brand like Samsung, with so many annoying calls and frustrating emails right from the date of purchase. A brand like Samsung has stooped so low from being a customer-centric brand & has started to manufacture these Substandard, Hazard causing products with a very non-customer focused policy. The most pathetic service which I have experienced from a consumer-facing brand and, it's been harassment with the sole intention of exploitation. Say No, to this substandard Watch 4 folks. ”

Samsung 1 star review on 9th February 2022

Helpful Report

Posted 3 years ago

“Recently switched to android and decided to go with Samsung S21. Very poorly designed OS or Hardware! When typing in input box, keyboard comes on top of it. So, you can't see what you are typing. Also, cannot connect to bluetooth devices. Once i reset, i can pair the device, but cannot re-connect! It's annoying to face this after buying 1000 dollars phone, and i don't want to go through nightmare of backing up, returning, ordering new phone, etc.”

Helpful Report

Posted 3 years ago

“I wanted to give a ZERO star - I could not do it. I paid for the installation, the installer never showed up, when I called I learn Samsung works with third and forth parties to do the service, I tried to cancel the installation via Chat, they disconnected me four times and told me I had to connect their (terrible) vendor to cancel, if I wanted. I NEVER did business with their vendor. STAY AWAY from Samsung.com!!!”

Helpful Report

Posted 3 years ago

“Worse warranty process, my Galaxy z flip was defective, local service center was not able to fix it, sent device mid dec 2021 the sent device back to the wrong address and with the same issue, I sent device back mid Jan, they told me they were not able to fix it and due to limited stock they were sending me a refund, a month later I still waiting for that refund employees transfer me to Other department and callan getting disconnected after more that 45 minutes trying to fix the issue”

Helpful Report

Posted 3 years ago

“fire hazard The burner and oven controls are way too sensitive - they will turn on at the slightest touch or bump with no indication they are on. we have burned hands , and almost started several fires. the last straw was an almost kitchen fire when the burner was accidentally turned on and an item was knocked over onto the stove. This flaw has been reported multiple times with the same outcomes (fire). This is extremely dangerous and something needs to be done. I've had this stove for less than 3 weeks and have had too many close calls. Please do something about this. No solution from Samsung”

Helpful Report

Posted 3 years ago

“I sent in my device for repair since it was under warranty. They first responded with a repair date then said the warranty was voided because of liquid damage. Since I sent in the device without any liquid damage I asked for an explanation. I was continually sent to different departments and no one could answer my question. I called 8 times without talking to anyone knowledgeable and then Samsung sent me an email stating they were returning my device. Very poor service and follow through without honoring their warranty or providing a knowledgeable person I could speak with in the repair center to explain the issue.”

Helpful Report

Posted 3 years ago

“I have been a customer of Samsung for over 30 years all my products are Samsung. Every phone I have I have bought direct from Samsung. Service used to be very good. I needed a new phone urgently as I am going through chemotherapy and it is imperative that I have a phone for my appointments and keep in contact with the hospitals. I bought a phone with Samsung at the beginning of January. The sales advisor was very helpful and told me what phone to buy. I explained my situation and he assured me it was in stock. A few days later after paying for my phone I received message saying it wasn't in stock and they couldn't deliver it. I called Samsung they told me that the message I received was a mistake and it was not delayed and it would be delivered. Delivery day came and went no phone. I called Samsung I explained my situation and they didn't care and told me it wasn't in stock so I was lied to by Samsung. They said they would email me to see when it was in and would keep in contact with me and when phone came in they would make sure I got one as it was first come first served. They didn't bother didn't contact me once, nothing. I called again and spoke to same lady who had forgotten to contact me and had forgotten to reserve a phone for me. I asked to make a formal complaint. She said she would raise one. I held on while she did it for another 40 minutes I asked what she had written could I see it she said no. I have now spent over 4 and half hours on 3 calls to Samsung. I have emailed on five occasions explaining my situation and that I have cancer and am undergoing chemotherapy and the stress they are putting me under is awful. They do nothing and I am still without a phone or any resolution.”

Helpful Report

Posted 3 years ago

“BAD CUSTOMER SERVICE EVER IN MY LIFE. I was bought Samsung washing machine 12 months ago and just in 4 month machine start noise and vibration so I complained and they sent me service technician (Lack of knowledge) didn’t checked internal things and told me you have to use machine cleaner powder after that he sold me just powder and run away like he has no time for customers problem, As time passed washing machine Noise and vibration increased, last month I lodged same complaint and demand for senior technician, behalf of this complaint they sent me technician and he opened all that things and he took the photos and said the rat bite inside your machine and I said ok but my question ? is why Samsung company service staff wait for 1 year just bcs of Rob to Genuine customers, Samsung nowdays Fraud company even Samsung customers care Senior officer way of talking like psycho when they can’t understand the problem they just start arguing and You feel like you got big mistake to bought SAMSUNG Product, Specially Thanks to VADODARA SAMSUNG SERVICE DEALER JUST GREEDY FOR MONEY 💰 that I Never bought SAMSUNG PRODUCT AGAIN”

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Posted 3 years ago

“The 2 step verification process would work if they'd actually send me the code to my phone. I tried 5 different ways got nothing but when I finally got the email (the only one that worked) Even though It worked. Samsung said I had too many codes sent to my phone and locked me out anyways! Said I had too many codes sent to my phone. I never got one code. What good is Samsung account if I can't get in it?”

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Posted 3 years ago

“My phone had manufacturing defect, it stopped working within a month they dod not replace it. then it stopped working after 6 months too. And now they are charging me 10k for repair that they should not be charging me for their defective product.”

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Posted 3 years ago

“Purchased a samsung Z flip 3. After 3 days of owning it, the screen got a thick black bar across the middle part. I contacted my service provider, who told me this was a common issue and not the first call, that day, about it. As instructed, I sent it to Samsung for warrenty, only to recieve a text, letting me know it was not in warranty and would not be fixed unless I paid over 400 dollars, out of pocket. I tried to plead my case, otter box, owned it for 3 days, screen protector, and no care was given. From the first call with Sansung Customer service, it was a bad experience. I have since returned my new samsung watch, the z flip and will not be buying Samsung appliances for our home. Samsung did not back their quaility build they represent and the customer service was hirrible. Plain and simple, its not worth the risk to buy their product. At the end of the day my service privider took the z flip back on excahange, I got a new phone from another manufacturer and will no longer buy samsung products, nor recommend them to anyone.”

Helpful Report

Posted 3 years ago

Samsung is rated 1.2 based on 4,575 reviews