Samsung Reviews

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

1.2 Rating 4,750 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,750 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 54%
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

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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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480

Anonymous

Anonymous // 01/01/2019

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

“Beware of Samsung Washers. We had a nightmarish experience. Details below. I will never purchase a Samsung product again. We have always admired Samsung as a company and had, until recently, always had a good experience with your products. We own four Samsung televisions and they have been excellent. Based on that, two years ago, we purchased your most expensive washer and dryer from Best Buy. The dryer broke just after the warranty period expired, which was disappointing. The washer, model number WF50K7500AW, has been a disaster. It broke shortly after we purchased it and was repaired under warranty. It then broke again just after the warranty expired and we had it repaired at our own expense. Then, less than 9 months later, it broke again. This time the repair person told us that it could not be repaired because you no longer made the needed part. This was two months again and launched the worst customer experience we have ever encountered. We couldn't believe that Samsung would sell us an $1,100 machine that would last two years, require multiple repairs and then would need to be thrown away so I called your customer support line. Here is the sequence of events: I call in to express concern and ask for help. The rep is friendly and asks me to send in the documentation. I send in all the documents. Then I get a message on our answering machine that you have closed the case? That doesn't make sense so i call back. A friendly rep can't explain why that happened, opens another case and asks me to send in the documentation again. I do that on Sept. 14th. We've now been without a washer approaching two weeks. I never hear back so i call in again. A friendly rep apologizes that there was a system glitch so my case was deleted and doesn't exist, so could i send in all the documentation again. In each case, the calls take 20-40 minutes, which is painful. I escalate to a supervisor which takes another 20 minutes on hold and then have to explain it all over again. She is very apologetic and promises to straighten it all out and call me back. That never happens. I send in the documentation yet again on Sept 24th to our third case number. The rep promises to call back to confirm they have everything they need. They don't so this time I call back to confirm. I speak to Casey. I ask to be sent back to the escalation desk but he makes me go through it all again. Then puts me on a long hold. Then tells me the escalation desk that was supposed to call back is not accepting any inbound calls. I ask if they will call me back? I'm told that no, they only take inbound calls after I go through a front line rep. But in this case they aren't taking inbound calls. (Clearly designed for convenience of escalation desk but not for customers). So I can't ever speak to the nice woman who promised the fix but didn't follow up. Then I get a one line email saying my request for help has been denied. I should have given up. We had picked out a new washer from another manufacturer and arranged delivery from Best Buy. To my lasting regret, I thought that surely Samsung wouldn't treat us this way so decided to call one more time. This was a month ago. I called again, spent twenty minutes with a rep trying to get transferred to the escalation desk. They agreed to put me through and i was put on hold for 45 additional minutes! I had work to do so decided to wait it out and see if anyone would ever pick up. The supervisor finally came on and I had to describe it all over again. After another long hold, he said they would do an accommodation to repair the unit. This was October 2nd. We cancelled the Best Buy order thinking that after a month, we'd have a working washer again. As we had already had a tech out and had sent the documentation in showing the required parts, we asked that the new tech come with the parts. We were told they had to come and do a diagnosis. That cost us a week. They came out and made the same diagnosis we already had and agreed to come a week later to do the repair. The next week they called to say the part was defective and they would have to postpone another week. The next week, they called to cancel again because the part hadn't come in. They set a new appointment for eight days later (today, November 1st, eight weeks after the washer failed. Yesterday, i called to confirm they would have the parts. They confirmed. Today they called to say the part hadn't arrived. I called Samsung back this afternoon in complete frustration. We have gone two months without a washer and spent hundreds of dollars at the laundromat. This has cost us a huge amount of time and even more frustration. Today I called to explain the problem. I spoke to Miko, who was friendly but completely unhelpful. He took over 20 minutes to come up to speed on all the notes then transferred me to your parts division instead of escalation. No one there ever picked up so i called back. I spoke to LaTasha, who couldn't have been nicer but was also one of the people i had spoken to the week before after the last cancellation. She had promised to follow up but never did. She transferred me to Cornelius after a long wait. He apologized but said there was nothing they could do. I asked if I could speak to the head of the department. I was put on a long hold and then Cornelius came back and said no-one was available. I asked for the name was told Theodore was head of the department. I asked if he could have him call me and was told no. I asked how i could get hold of Theodore and was told to call 1.800.Samsung. I explained that Cornelius was the 15th person i had spoken with and how hard it was to get to a supervisor let along anyone else. He was polite but just said that because we lived in Georgia, there was nothing they could or would do. I should also mention that we had talked to Best Buy. Their head of appliances said that Samsung should trade out the machine and called Samsung on our behalf to request that. They never heard back. We have given up at this point and just purchased a machine from a competitor. There were so many opportunities for Samsung to solve this or just been clear at the beginning. At this point it has become a massive stress, a financial disaster and cost us unreasonable amounts of time.”

Helpful Report

Posted 7 years ago

“I am like the other reviewers...if I could give a negative star I would. I am up to 6 months of trying to get my tablet charger returned to me. I followed the instructions for returning the tablet for repair (the touch screen lasted less than 2 weeks) which included sending the charger. I got 2 customer service satisfaction survey calls before the tablet was returned. Afterward, nothing. I have called, emailed, and chatted with Samsung for a total of a little over 12 hours. I have been promised 6 times my charger would be returned and I am still waiting. I feel like they stole my property! I refuse to buy another charger...I will not give Samsung any more of my money ever again. I am getting close to giving up and buying a competitor's tablet as a replacement. Save yourself the headache and do not buy Samsung!”

Helpful Report

Posted 7 years ago

“I would give a negative star if I could. Purchased a microwave combo oven wall unit. It stopped working in April and was under warranty. Samsung sent out repair persons three different times. That is three different days I had to take off work. The unit was deemed unrepairable. So they said I would get a refund for what I paid for it. (not including what it cost to have it removed and discarded) They wanted me to send a picture of the cut hardwire 220 volts connection, so I did. Samsung has cancelled my ticket numerous times for no reason. Samsung has lied to me countless times. It is now Oct 30 and I am still getting the run around. I have never dealt with customer service that is made up of so many people that can tell half-truths.”

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Posted 7 years ago

“If I could give my experience negative stars I would. Just like in prior reviews DO NOT PAY FOR EXPRESS SHIPPING!!! They will not tell you a product is back ordered until after you pay for it. My second piece of advice is DON'T BOTHER CALLING CUSTOMER SUPPORT! Customer support can not issue a refund of just shipping. Instead they make you cancel your order and re order what you just ordered without choosing express shipping. Oh and now there will be an extra charge "pending" on your account. I am now at the point that I will never buy Samsung again.”

Helpful Report

Posted 7 years ago

“Dont bother ordering online thinking that if you pay for overnight shipping and take in to account the processing time, you will wait, and wait and wait with zero resolution. They will not tell you anything real, it's as if they read from script. My current order is "stuck" in processing and no one can figure out why, my phone calls , texts and e-mails replies are always to same, They will expedite and e-mail when the problem is resolved. Just going to cancel at this point and stay far away from Samsung products in the future.”

Helpful Report

Posted 7 years ago

“I ordered a Samsung Galaxy S8 phone one month ago. They originally told me it would be two business days for delivery. Then was told it is backordered and would be 7-10 days. I called back every week and they promise it will be sent the next week. Then next week comes and they tell me another week. Still no sign of phone.”

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Posted 7 years ago

“The quality of their products is very bad and would not recommend purchasing anything from them!”

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Posted 7 years ago

“Waist of space rip off company .”

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Posted 7 years ago

“I have a Fit2 Pro Red band, watch still under warranty, and sent it in. They wanted about $70 to repair the wrist band. The band fell apart that's connected to the watch and said it's not covered. It's poor workmanship on their part and not covered? I'm a 68 year old and the watch cost a lot and I'm not very active. They basically said I broke it. Fortunately, I was walking at work when it fell off my wrist onto the carpet or I could have lost the watch down a drain or toilet. The plastic band simply fell apart. NEVER will I buy another Samsung piece of equipment. I tried to explain it to the rep, but he didn't believe any of my story. I have purchased 7 items including the high priced Note 8 and Note 4 before that and 55" smart TV. To lose a long time customer over a stupid cheap watch band is just stupid. Of course they didn't respond to my 2 email's. They are sending the watch back to me UN-repaired because I wouldn't pay the bill for a warranted item. Pitiful. Company NEVER responded to me except to ask for money.”

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Posted 7 years ago

“Nokia all the way”

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Posted 7 years ago

“Everything made by samsung is cheap an poor quality which in turn doesn't work. Waste of time.”

Helpful Report

Posted 7 years ago

“I ordered a TV from their E-Commerce division. Part of the cost was a promotion through Verizon and I added to it. The product was shipped via FedEx. It was to be delivered on October 4. On Oct. 4 I check the tracking number with FedEx and notice there is an exception to the shipment so I look into it further and the reason given was there were to many shipping labels on the box. I Contact FedEx, contacted Samsung and no one could really offer me any assistance. FedEx claims that Samsung request the shipment back and had shipped it back. A few days ago, I get a notice the item was returned and they had issued a credit to my credit card. Numerous attempts have been made to resolve this issue with Samsung and it appears none of their CSR's can listen to a customer or read. I never asked for it to be shipped back and it never made it to my house. As of this writing, after emailing them yet again trying to resolve this matter, I receive an email stating the TV was returned on this date and a refund has been issued to your credit card. Not one person has reached out to me from Samsung. I told one young lady at Samsung, "But I didn't ask for the TV to be shipped back and I didn't cancel the order, I would like for my TV to be shipped to me." Her reply was we have issued a refund you are welcome to request a formal quote for a replacement. Can I use my 200.00 Verizon credit still? No. Then no thanks I'm not interested. At this point, I will never purchase another Samsung product ever.”

Helpful Report

Posted 7 years ago

“Washer machine is all carotid and you will not replace. Service cant fix it. Will never buy againarlene”

Helpful Report

Posted 7 years ago

“Bought a 2018 QLED tv from Curry’s , and broke the screen holding it with my finger and thumb. They are very very easily damaged and you will get no sympathy from retailer it manufacturer . It’s a great tv but just zero build quality and a write off at the gentlest touch BEWARE”

Helpful Report

Posted 7 years ago

“Absolutely disgusted with Samsung! After sending in a phone for repair 3 times, they change the motherboard without advising that there is a possibility that the phone may become locked to another network! When you go to get your phone repaired (under full warranty) you would atleast expect that Samsung would leave you in the same position as you came in if they were unable to fix the problem. Instead, we went in with an unlocked handset, for Samsung to "repair" it, reassure us the repairs are complete, then get home to find out the phone is locked to EE. And when you call to complain, spend over an hour on the phone. Samsung say, we don't compensate for consequential repairs. So basically, i now have an s8+ that I cannot use because Samsung couldn't be bothered to advise of the consequences of a hard reset. To make matters worse, the supervisor said that there is no way to tell what network a phone is locked to. But a technical adviser was able to advise the complaints handler what network the phone is locked to based on the first 3 digits of the serial number. Lies and terrible customer care policy! Absolutely shocked. Samsung say they cannot and will not do anything to resolve the situation. I'm so disappointed You've lost yourself 2 very loyal customers! I won't be upgrading to another Samsung handset again.”

Helpful Report

Posted 7 years ago

“I bought a 65" 4K '6 Series' HDTV in January of 2018. Within 6 months I had an issue and we contacted Samsung. While not quick by any stretch of the imagination (two weeks), they sent a Dish Network Technician to diagnose the problem and he did exactly what my wife did while on the phone with Samsung to try and diagnose the issue. In the end he stated they had problems with this specific TV and two parts were needed to make the necessary repairs. About 10 days later we heard that the parts were not available and we were to contact Samsung. After doing that, another 5 to 8 days, Samsung said they would set it up for an "exchange". The exchange was supposed to be setup with a local trucking company to deliver the new set and pick up the old one. Another 10 days and multiple phone calls, the trucking company said they never received an order from Samsung but they would contact Samsung to give them the proper number to execute the exchange. Within a few days we got an email from Samsung stating they could not fix the TV and would be processing it for a refund. This was around the 1st of Sept. 2018. To this day, after many many phone calls, all I know is the refund was finally submitted on October 5th. This was after three previous agents told me they were "escalating" the order and it had been submitted. I was finally told the refund Department would be contacting me within 10 business days. I'm not holding my breath!!! To say this is the worst customer service I have ever received would be an understatement and I left out a lot of details. Calling the "Customer Care" Department is an exercise in futility! I cannot express it enough how bad the customer service at Samsung is.”

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Posted 7 years ago

“New washer and dryer broke within 6 months. Both of them had a factory defect. I've tried emailing Samsung with no reply . I will never buy this brand again.”

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Posted 7 years ago

“I sent my tablet back to be repaired including my charger and I never got the charger back. Spent literally hours on phone and chat, spoke to supervisors and managers...NOTHING! At one point, I was on chat and my tablet died due to not having the correct charger, I have to use a slow phone charger. The story goes, they have to call the repair department and have them handle it...if you want helpful support, DO NOT buy Samsung!”

Helpful Report

Posted 7 years ago

“Honestly the worst experience EVER at Samsung.com. After over a month of emails back and forth asking for some recognition and compensation, they promised to send me an accessory free.. I tried to choose items but all were out of stock or no longer available or some other excuse, then i agreed to wait till a memory card came back into stock.. when it did I emailed to request they sent me one, and THEN i was told i would only get a 30% off voucher... so heres the thing. the memory card is 30% cheaper on Amazon that at Samsung... so thats NOT any kind of compensation, plus i would have to spend an additional £170 so that a 30% discount was worth the £50 i am out of pocket. below is the fill transcript of my complaint to them When I ordered online I chose to have the tab delivered to my work address. I entered the full address using the Samsung website. On 15/08 they contacted me to say they could not dispatch because I had provided an incomplete address, so I replied immediately with the full address again, and they closed the ticket but did not confirm receipt of the address. On 23/08 they sent an email telling me they would deliver my parcel tomorrow, then sent a second email confirming my change of address, however the address they had used was INCORRECT and not The address I gave them on the 15/08. I replied to the original ticket email with URGENT in the title, and send another email but had no response at all In the end I had to phone then wait in line for over an hour to speak to someone to get the address corrected. The whole time, the customer service advisor was under the impression I wanted to change the delivery address by MY choice, and I could not make them understand that this was not my choice, but was because SAMSUNG had entered a different address to the one I sent you in the email. Eventually I received confirmation of the correct address and an email stating delivery would be between 8.30 ad 12.00 However I normally receive updates by text from DPD to indicate a one hour time slot and the driver name as delivery progresses but on this occasion I did not, and still have not received a single message. So I called DPD who told me that they had not received the parcel from Samsung, so it would not be delivered. I therefore called Samsung back yet again to ask what was going on, and was told by the advisor that because I had changed the delivery address the parcel would now come the next day (25/8) as if this was all MY fault for changing the address. He said the email telling me 8.30-12.00 was not guaranteed and I should have chosen the option to pay more at checkout. But it was THEM who got the address wrong twice and then told me the delivery had been upgraded for me but he still said it was my fault. I was very upset by this and could not make him understand. He kept repeating that it was because I had changed the address, and I kept telling him that I had simply corrected SAMSUNGS mistakes. Eventually he promised to find out why DPD did not seem to have the parcel at all and promised a call back I received a call back 5 hours later at 17.26 that evening.he told me that parcel had been delivered at 12.26. This is a lie because I was on the call to him at 12.26 and after that call I phoned my work and they confirmed that no parcel had been delivered. In fact the parcel was delivered at 13.26 not 12.26. Even so I asked why it had taken 5 hours to call me back with an update. My problem now is that the tab I wanted on launch day was at my office, and I was not notified of delivery by DPD or by samsung despite my repeatedly asking, until 17.26 at night, by which time my office is closed and locked. This is a bank holiday weekend so I cannot get my tab now until TUESDAY morning. So far this has cost me 3 phone calls to your 0330 number, and will cost me a round trip to my office in (80 miles round trip) if if can get security to let me in...or I wait till Tuesday. At no point will anyone at Samsung admit their failures and accept responsibility and so all of the stress fixing the problems has been placed on me. I am extremely unhappy with the service, and the attitude of the advisors at Samsungs help desk, and with DPD for not sending delivery updates (still had none) and for the expense and time and worry that they would send my tab to the wrong address and I would then have to prove that I did not receive it. I asked for a phone call back by a manager because they were all too busy to talk to me yesterday during my 17.26 phone call to you but I did not receive one which is frankly discourteous and rude. I am about £50 out of pocket so far on this purchase and so stressed about it that I don't plan to by from Samsung ever again. I would have been far better off to simply go to she shops yesterday and buy one in person... who knows there might have been a good deal on another brand and certainly none of the stress I have suffered, not the arrogance and unaccepting nature of your staff which I never wish to have to deal with again.”

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Posted 7 years ago

“I purchased galaxy S9 in may of 2018. So far I've had control panel replaced an now new issue an have to send bk in . My biggest problem is having no phone to replace this one as it's being repaired. First time 2 weeks this time who knows . I paid top dollar for what ??JUNK!!!! Samsung should at least issue temp phone b4 sending in broken phone!!”

Helpful Report

Posted 7 years ago

Samsung is rated 1.2 based on 4,750 reviews