Samsung Reviews

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

1.2 Rating 4,555 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,555 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

“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”

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Posted 1 year ago

“Faulty product and no service. I will never buy a samsung product again. I bought a new washing machine which had a hole in the drum - three weeks before a technician even came out to look at it, another three weeks whilst another drum was ordered, and then the technician, two hours before he was due, and after I had taken a day off work so as to let him in, cancelled the repair and suggested a new time a month later. Impossible to get hold of anyone to resolve this, and the retailer, Currys, is no better, just fobbing me off to Samsung. If Samsung want to pretend to have a premium brand and pricing they need to deliver more than bargain basement service.”

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Posted 1 year ago

“I bought a samsung vacuum cleaner VS20C852FTB and which comes with an extra battery. Since yesterday I am trying to register and get the extra battery and the site does not work! I am frustrated, since I have an i phone it does not take the exact picture of the serial number, they do not accept the bill of the store....it is a nightmare. I took many pictures and since I do have an i-phone, Samsung does not accept pictures taken with an i-phone! I do not recommend the product because of the terrible customer service, live chat inexistent, their terrible website and would recommend you look somewhere else to get a vacuum cleaner!”

Samsung 1 star review on 1st February 2024

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Posted 1 year ago

“Worst experience with customer care Really they just give us pathetic answers all the time but no solution. They just keep saying us to wait but no progress from their end. Don't buy from samsung”

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Posted 1 year ago

“I did a trade in for a phone and shipped it along with my trade in watch in the same box. Samsung claimed they couldn't find the phone but gave me credit for the watch that was together in the same box. They in turn charged me $417 for my trade in and kept my phone I sent them while Claiming they didn't have it. I've been a loyal Samsung customer for over 15 years but it is time to explore other options. So long Samsung.”

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Posted 1 year ago

“We bought a NE63T8751SS cooktop in September 2022. Everything was fine for a year, but almost exactly after a year we noticed that the oven stopped reaching required temperature. We would set the temperature to 200C and the oven would beep and stop heating at 185. We'd need to adjust the dial again to 200 ( the dial was somehow at 185 even though originally we would set it to 200 ) and then the oven would warm up correctly. Samsung sent us a technician from a service center that operates in our area, and the tech said that the oven operates normally, even though we showed him the behavior. He said that all convection ovens display 15 degrees less, because of the fan that spins. How can that be, if we use convection ovens most of our lives and if we set 200 degrees, it should correctly go to 200 ... We called to complain again and Samsung sent a technician again, the same guy, who replaced something in the oven. Both times the technician was rude and did not listen to our explanations. When we called Samsung again and went through levels and levels of support, and we tried to send a video of the behavior, they said its on us now and if we find a technician that confirms that the oven is defective, Samsung may do something about it. We're stuck with the same service center that does not offer good service and with an oven that's very obviously not behaving well. The customer service we received was fine, but Samsung as a company with their policies is below average.”

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Posted 1 year ago

“After buying a Samsung 55" TV mid-December 2023 at one of the local stores that carries the brand, I enjoyed the TV for about a month before the first problem. The TV is excellent as far as picture quality, sound, size, additional functions, etc. In mid-January 2024, while watching a show, the picture went from perfectly clear to wide colored stripes with only the middle stripe showing a picture. I went on-line to Samsung customer service and arranged for warranty work to be done. Waited for the work to be scheduled with a local contractor, it took approximately 48 hours. The scheduled date of service was a week away on 30 January 2024. The service technician arrive as scheduled, looked at the TV for about 5 to 10 minutes, said they could fix it but they would have to take the TV back to their shop. When asked about the estimated time it would take to repair the TV, they said it would take at least a week as they had to order the part from Samsung. They left with my TV within 20 minutes of arriving. Now I'm out of the one TV I have in the home for over 3 weeks total by the time I get it back. This isn't due to the contracted service company, it's due to Samsung's ineptitude with scheduling and keeping their customers informed. Why did it take 48 hours to contact the repair contractor in my area? Why was I not put in contact with a person to arrange the date of service? Why would it take a week to have someone come and look at the TV, spend 20 minutes with me, take my TV, and say "sorry" we have to take a week to get the part from Samsung? One would think with the technology Samsung has at its' disposal it would be able to take care of a customer's concern, under warranty, in a timely manner. Three weeks to get a TV fixed in these times is not a timely manner. The total time the TV will be unavailable for use (3 weeks) is approximately a little less than half the time I've owned the set! What gives Samsung? You're really that much slower than your competition at servicing your own equipment with the technology at your fingertips? This type of ineffectiveness is not acceptable. As a commander in the military, if I was this ineffective, I would have been relieved of duty...civilian equivalent, FIRED! I would expect more from the company that charged what you did for the TV I purchased. I think I'll have to rethink my current Samsung equipment use and future purchases. Bottom line, the products appear to be fine for the most part, it's the support behind them that leaves a lot to be desired.”

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Posted 1 year ago

“Worst service ever seen i had purchase almost lakh rupees refrigerator within a year it stop working then i had raise a complaint against it a service person come to visit and said mother board is not working he charge me aground 2000 afte 1 week same issue started i called the service man to revisit and check the problem but he didn’t come just saying i will come tomorrow tomorrow now it’s 1 month my refrigerator is not working and i am contacting the service centre no one is helping out worst experience with Samsang!”

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Posted 1 year ago

“I have ordered Samsung Cooking Gas Range from Samsung.com. during Thanksgiving. It was back ordered and was given the delivery date on Jan 17,2024. The delivery truck came with the damaged stove. Which he didnot unload from the truck and took back to the warehouse. And said that he will notify the samsung and we need to call the samsung to get the replacement. We have been contacting via email, and over the phone to customer service since then, and spending 2-3 hours. each time. I have asked for the supervisor for Excilation. I have heard the name one of the rep stated is going to sent to "RXO courier for Excilation." Each time there is a different customer service rep. And we have to start the story all over with each personal. We never got ticket#, or order#. And each of the come with apolizing but they do not take it under the consideration. Its end of Jan 2024, we have paid in full and still havent heard from samsung when they are delivering my Cooking Range. Very bad Experience with Samsung. I wont recommend anyone to buy product from Samsung online. Poor customer service setup.”

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Posted 1 year ago

“Please keep in mind before purchasing SAMSANG AIR CONDITIONER every 6 month u have to change some indoor and out door parts because of failure and u cannot claim those parts under warranty cuz they gives u lame excuses at the time of claim even Company charged every single visit, it’s happened with me 3 times in a 2 years from the date of purchase, pipe leakage , pcb failure and indor unit copper sheet leakage and they told sorry these particular things we cannot allow under warranty. And u have to pay for it. I actually didn’t know about what warranty actually stand for ? Only customers attraction. I have blue start , loyyd and general those ac’s actually low maintenance ac’s. And work far better then Samsung. I wish I can rate Samsung minus rating but unfortunately 1 is the lowest.”

Samsung 1 star review on 29th January 2024

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Posted 1 year ago

“DO NOT GET THE FOLD PHONES!! They have issues with the screen protector in the middle coming away after time and if you have any other problem with the phone it makes it out of warranty so you have to pay to fix the whole phone. plus Samsung don't care about there customers”

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Posted 1 year ago

“Was on the phone for 2+ hours trying to figure out a solution to the update that literally turned my phone into a paperweight and the solution was to give them my phone for 10+ days or buy another phone with no compensation. Then sat on the phone for 5+ hours with about 9 different people and had to explain and repeat my problem in full to each one. After all of that, the lady tried to tell me that the line would be getting cut off because it would reach its maximum "1-hour mark," which is 100% false because I was just on the phone for multiple hours. Right now I am having issues texting a customer support agent, she is clearly using google translate or something because she is not understanding the clearest baby talk information that I am trying to explain to her.”

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Posted 1 year ago

“Samsung Customer Care is a terrible service. They do not engag with the customer, they hear your complaint and then give an almost scripted response. I have had so many issues with this department and nothing ever gets resolved. It is disappointing because the products are mostly good. The Samsung Customer Care should be ashamed to call them selves Samsung. Truly pathetic.”

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Posted 1 year ago

“I completely appreciate off shoring support, as it's typically a cost effective option. However has anyone ever calculated the off shore svaings compared to the number of lost customer revenue that have given up on getting legiitmate help. Without question, in my dozens of experience with the pre-order support, 100% of those experiences have been negative, and that's being kind.”

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Posted 1 year ago

“Their customer service is the worse. Hard to understand and they give almost recorded answers. Everything takes 7 to 10 business days….every single step in a process, they tell you 7 to 10 business days. Still have a tv set not working since 12/29/2023. After multiple phone calls, they keep telling me to wait another 7 to 10 days to get the new tv and pick up the old.”

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Posted 1 year ago

“Do not use Samsung to buy a phone!!!!!! The process is ridiculous and they will keep cancelling your order if you have a carrier already!! I never leave reviews but this is ridiculous!!!!”

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Posted 1 year ago

“The customer service department for refunds is absolutely horrible. I had to buy a new washer since the one I had was out of warranty and unrepairable per the service tech. The problem started with talking to the reps about a prorated refund because Samsung would not replace the washer. These reps do not give the correct information on what happens during the refund process. Two different reps told me that it was not an issue to have the old machine hauled away. Had it been an issue I would have canceled it. Today I found out that they need a picture of a yellow sticker on the old machine which I o longer have otherwise the accommodations for the refund would be canceled. I've provided the receipt from the original purchase from 2020 and the new receipt with the haul away charge. I did everything that was asked of me and now because of a sticker that I had no knowledge of I will not be getting a refund. The customer service reps were very rude and dismissive. I called the corporate office and ended up getting the run around again since I was connected to the same department. They're acting as if I'm at fault for not correctly completing the process or that I'm trying to get a refund dishonestly. When I called back I was transferred to five different people without getting a resolution. when I”

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Posted 1 year ago

“Unbelievable poor quality after warranty experis tv stop working..... No we are going to court. Read all about samsung in trust pilot else we're. Avoid this company.”

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Posted 1 year ago

“Terrible terrible customer service. Will never buy a Samsung again. Our fridge came damaged but the damage only showed up over time. It could not be seen but the level of the fridge kept changing. Found out it's was because one leveling leg was broken. The repair man said the frame was bent so had been dropped. Because we didn't report the damage in three days they won't cover the warranty. We couldn't see the damage...it showed up over time. They are treating us like we did the damage. So upset as this fridge is brand new and was not cheap. Do Not Buy”

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Posted 1 year ago

“Got transferred 5-6 different times. The one agent that seemed to know anything disconnected suddenly. Spend OVER 4 HOURS trying to make a simple return and the issue still wasn't solved at the end of the day.”

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Posted 1 year ago

Samsung is rated 1.2 based on 4,555 reviews