Samsung Reviews

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

1.2 Rating 4,593 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,593 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

“Samsung freezer not cooling, service sent technician, he said unit was no good so Samsung said they would send another technician in 3 days. Even though their authorized tech said it needs replaced.”

Helpful Report

Posted 4 years ago

“I see that EVERYONE thinks that this samsung account is STRAIGHT GARBAGE 48hrs to register my phone to get into my account bc my phone is damaged and I can't get into the phone. You people REALLY, REALLY sick at this point I hate I went back to Android bc THIS COMPANY SUCKS BAD. ZERO STARS HORRIBLE,HORRIBLE”

Helpful Report

Posted 4 years ago

“After purchase the tv screen went bad and needed replacement. The worst possible customer service was demonstrated by Samsung, wrong parts were sent out and others were lost in shipping. Samsung extended our warranty since our problem was a chronic one. Now a month later still no television despite promises. Samsung talked a good game but customer service was rude and insulting. No more Samsung products for this household.”

Helpful Report

Posted 4 years ago

“I can't even log in to my account because they have written the log in page to block auto fill. I click on my password manager and get the ridiculous login page. Samsung customer service is the worst I've ever encountered. There's no way to tell them of a design flaw in their refrigerators. The solution offered by the third customer support rep was to pile cardboard under the wheels so I could get it away from the wall. Whoever designed the bottom of this refrigerator had to have been on crack. The idiots who don't like auto fill must not have ever talked with someone with severe arthritis. I have to have a neighbor type my messages because I don't have touch screen computer and rely on auto fill to fill forms. Samsung should hire someone with experience in the customer service field.”

Helpful Report

Posted 4 years ago

“I can only agree with all the reviews I have read here DO NOT BUY FROM SAMSUNG - CUSTOMER SERVICE IS SHOCKINGLY BAD I will be boycotting the brand entirely!”

Helpful Report

Posted 4 years ago

“Absolute joke of a company! ordered an £550 pound oven which was delivered and sat untouched until we could source a kitchen fitter which was delayed because of covid. Opened the box to find the glass door smashed. Spent over 4 hours trying to contact for a replacement or repair, was told I'd need to pay £290 for repair. complained via email and was told I'd receive a call to resolve. Before I had chance to take my phone from my pocket to answer it the call was terminated at the other end. I received a text saying i would receive another phone call within 30 minutes. After 36 minutes I received another text saying I'd missed a call despite having no missed call. 1 hour later received another text saying I'd missed a call, again with no missed call. Called the helpline and spent another 45 minutes on the phone to someone who kept putting me on hold whilst speaking to them and without warning. The lady didn't understand English and after 45 minutes and her still not having established even my address i gave up. Customer service is non-existent, will be ensuring everyone I know and more, avoids Samsung in the future.”

Helpful Report

Posted 4 years ago

“Poor customer service, didn’t fix the washer on extended warranty after using my brand new washer Samsung for 2 years!!! Stay out of Samsung!!! Best Buy wanted me to wait 4-5 weeks for the guy to show up to install the new part. This is gotta be a joke!! Such a reputable company pays such a little attention to its customers. They have one guy in the area waiting period 1 month!! Are they nuts!!! We were back from vacation with 2 kids, didn’t have a chance to finish 1 load machine broke! Didn’t even use for 2 full years! We were waiting for 2 weeks, do they still want me to wait 2-3 weeks?? ? Why even bother buying extended warranty? Not recommend Best Buy and Samsung to anybody for the electronic needs. Still waiting for the guy to stop by....”

Helpful Report

Posted 4 years ago

“Terrible customer service it was to be delivered in first week of march. first they said there was an issue with payment stating that my bank (samsung financing) had not authorized payment. no one informed me of this. then xpo took 3 weeks to deliver the range on march 26th. then their delivery guy lied to me saying the range would not fit in my kitchen and left. i immediately chatted with samsung and supposedly they would arrange a redelivery for me. after contacting samsung several times, xpo several times, and have multiple service orders, and waiting for the hub to communicate with samsung and xpo, i am still waiting... it's april 7th... do not buy from samsung... save yourself the hassle. learn from my mistake. they do not value you as a client. there is no sense of urgency. no one appears to want to work.”

Helpful Report

Posted 4 years ago

“We purchased a TV from the Samsung website. It arrived with a 12" Crack on the back. After being passed around to 8 different departments I was told that they have no way to simply exchange the TV. You know, something that major and minor companies have figured out how to do for over a century. It is a TV from last year and stands a decent chance of being sold out by the time we finish the return process. No exchange, no holding a TV for purchase once the return is processed (10+ days). You're just SOL if they sell out in that time. Either fork over another grand for this year's model or go elsewhere. It would just be nice if they cared about their brand enough to do something minor that every other company does quite easily.”

Samsung 1 star review on 10th April 2021

Helpful Report

Posted 4 years ago

“Their gas installation instructions that came with the stove were wrong and now they are refusing any responsibility for moving the line. WORST customer service EVER! Called 5 times, on hold forever, constantly starting over with agents that refuse to actually listen, read, or understand the issue - appear to be trained only to say no. Refuse to let me talk to a supervisor and keep cutting me off despite my polite attempts to get through to them. They are completely in the wrong and refuse to help. I've followed all their cumbersome steps with no resolution nearly 4 weeks later I still have a stove stuck in the middle of the room due to their incorrect instructions. NEVER buy again.”

Helpful Report

Posted 4 years ago

“Bought a samsung fridge from best buy within 2 months fridge and freezer stopped cooling. Sent someone out to fix it never got fixed. Now back on hold with samsung to wait another week to get tech back out. Horrible customer service”

Helpful Report

Posted 4 years ago

“Unfortunately I did not check reviews online while buying Samsung Tab S6 lite. The display stopped in March 21 (purchased in Dec 2020); The service center took it for repair and returned after 10 days. Within 24 hours of bring it back the display once again stopped. When the Tab was taken to the service centre they said that there was an impact damage; TOTAL FALSEHOOD. The screen was INTACT; the service center employee damaged it. Bye Bye SAMSUNG: enjoy your glory at the Cost of customer cheating!”

Helpful Report

Posted 4 years ago

“I bought an expensive Samsung microwave oven, It developed a heating problem after few weeks and became rusty after just 10 months. I followed the instructions of the company for cleaning and keeping it dry. They have the worst customer and support service I have ever seen. Every time you contact them they ask for new request ( rusty area pictures, more pictures, receipt picture, receipt scan, rusty area's video) then they kick you out by promising you a call back from a higher department. 5 calls, 5 promises of calling back and 25 day waiting for no response. After 25 days I CALLED THEM BACK, they told me that the warranty does not cover the rust.”

Helpful Report

Posted 4 years ago

“Bought a Samsung Microwave July 2019, broke March 2021. Microwaves should last at least 7 years. Very Disappointed.”

Helpful Report

Posted 4 years ago

“One of the worst companies, I have ever dealt with. Their sales systems are totally rigid and inflexible so when issues occur, the options to find resolution are convoluted painful (time wise and financially). Case in question, I ordered a Samsung Galaxy S21 ultra with 512GB storage and 16gb memory. I received an email advising of 2 - 4 weeks for customisation as the colour I picked was from their exclusive range. Actually it was one one of two colour options available at the time of placing my order. Within minutes of placing the order, I received an email stating that I would receive the phone in 2 - 4 weeks. The next morning I had an email saying that my phone would not be dispatched until five weeks for date of order. I also read that same morning a news feed on the BBC news page issued from Samsung that they were having issues with a shortfall in chips for their electronics. I called Samsung UK customer service and spoke to someone based overseas. They guaranteed that they would be able to complete my order, as their systems would only allow purchases for phones where parts were already in stock. This morning nearly four weeks from my purchase I received a text saying Samsung could not supply my order. I called customer service to see if switching to another colour would help. Again directed to an offshore agent, I was told I could not switch that I would have to cancel and reorder. I asked for a Manager and after waiting over 20 minutes on hold I was told none are available, as they are all in a meeting. Upon trying to it seems that it was actually the storage and memory spec that was the issue. So opting for the lower spec and selecting a colour that said in stock (admittedly I did not open the small pop up box when selecting the colour). I had an email saying order 2 - 4 weeks delivery. Again I took to the phone, apparently the Samsung direct order colours are not in stock items. With the text sent by Samsung saying they only have limited number of the S21 Ultra. I really did not wish to risk waiting. So called customer services again. Samsung customer service were not able to advance/accelerate my order, even though I had already waiting for nearly four weeks and then they let me down. They were also not able to alter my order to a different colour. Their inflexibility meant the only option was to cancel and pay for another phone. I now have to wait for up to seven days for my previous two orders to be refunded, that includes that order they could not fulfil. No real apology, I was offered £50 voucher. Pitiful for the inconvenience I have been caused and that I have had to pay nearly £3k to Samsung and it will be a week before I get the £2k refunded. If I had not already purchased a new case and expensive screen protector for the S21 ultra, I was expecting next week. I would have gone to another phone manufacture. I genuinely like Samsung product but have such a bad taste left after dealing with Samsung customer services. They were the ones who let me down but were not at all flexible, helpful or at all apologetic in their stance. I will never purchase another Samsung product, when our Samsung fridge, TV, Washing machine and microwave expire LG will be receiving my business.”

Helpful Report

Posted 4 years ago

“Almost 1 month I dont get my refund yet. Never buy on samsung.com”

Helpful Report

Posted 4 years ago

“Re ticket #4158415329 I sent my tablet in for repair. It has been repaired and my credit card charged but they won't send it back. Every phone rolls to the Philippines and they can't help. I can't find any US number that actually gets to the repair depot in New Jersey. I loved this product until I had to deal with their HORRIBLE support.”

Helpful Report

Posted 4 years ago

“Terrible! I have been without a washer for 5 weeks. The washer is just 1 year old. Warranty service has put on 2 parts. They ordered another and were supposed to fix it today. They have no one that can come until Friday. They are no help and useless.”

Helpful Report

Posted 4 years ago

“Customer service is TERRIBLE! Purchased a dishwasher that never worked - have had 6 technician visits to my home, still no working appliance! Customer Service is rude, unwilling to work with customers and generally do not care that they have provided a non-working appliance. DO NOT PURCHASE from SAMSUNG!”

Helpful Report

Posted 4 years ago

“The worst company for service related issues that I have ever dealt with. Ice maker on French door frig does not work and I called them. The first service company they wanted to send out stated they could be at my house in 25 days. Not acceptable! The next service company said they had to order part and would call me back. JOKE. When someone tells you they will call you backrest laugh at them - no one calls back any more. Bottom line is don't buy any appliances from Samsung as they don't care one iota about satisfying customers - just get their money.”

Helpful Report

Posted 4 years ago

Samsung is rated 1.2 based on 4,593 reviews