Samsung Reviews

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

1.2 Rating 4,743 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,743 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

Visit Website

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered the unlocked Note 20 in December. My cell service is with spectrum. I get the unlocked phone, give spectrum the IMEI number and they tell me they can't activate the phone. Unreal Samsung, is it unlocked or not??? I Schedule a return with Samsung, along with the earbuds. I drop the box at a FedEx Dropbox. When Samsung receives the box the phone is not in there. I also financed the phone along with a 1000.00 tablet for my husband which we kept. Now after 3+ weeks, over 4 hours on the phone with them I still do not have a credit on my account! Some idiot steals the phone, which is not my fault and I'm am not paying for it!!! Give me my credit and track the phone on your own time! I would love to know if it was a FedEx driver or a Samsung employee! But again, not my fault! My payment for the tablet and phone is due January 20th. I am not paying for a phone I returned! Absolutely horrible customer service, couldn't understand the Phillipine accent and then they would put me on hold and disconnect my call. One woman said I would get a credit immediately, still no credit! I will never ever use this company again! They send me an unlocked phone, supposedly, but not for spectrum wireless apparently!! Buyer beware!!!!”

Helpful Report

Posted 5 years ago

“When I opened Samsung Bud live , I found hair inside the bud and 2 seals .After contact them for 1 week with a ten calls . They refused to change a new one and said that hair is mine ??? I”ll never buy anything from Samsung”

Samsung 1 star review on 6th January 2021

Helpful Report

Posted 5 years ago

“This company has the worst of the worst customer service in the world!!!! They made me loss my time to process a return after many attempts to do it. The 1st attempt I made was before the item was shipped and they couldn’t stop it. And because their reps don’t write any notes according to them we have no way to prove our calls and attempts. Today I called and escalated my problem to a supervisor to try to get something resolved but instead I got more excuses. I will NEVER again in my life buy anything from them or their brand. I never write reviews but this time I feel I need to give other consumers a warning about what to expect.”

Helpful Report

Posted 5 years ago

“If your Samsung product has no issues and you never have to contact Customer Service, then you will probably enjoy your Samsung product. Otherwise you'll find Samsung and their Customer Service Team to be extremely frustrating, poorly trained, and unable to do anything but say "I'm sorry", "I understand", "No worries, we'll address this soon". It's funny the "English" phrasing they are told to speak. Below is my first-hand experience with a Samsung order, which I am still waiting on a refund 42 days and counting. At this point PayPal is my only saving grace with their Buyer Protection Program. PayPal will be refunding me in 5 days. So after almost 50 days of Samsung keeping my money, I should finally get it back. Just read below what a debacle Samsung's customer service is. Absolutely horrendous. I understand they have the cheapest large screen TVs with good ratings - seriously look elsewhere. Do yourself a huge favor. Timeline: - 11/27/2020 – placed an order for a TV and Soundbar (QLED70T 75” and 900QT Soundbar) - 12/7/2020 - TV arrived damaged with a cracked frame (and dusty – looked like a floor model); return initiated by calling Samsung; Samsung advised me to cancel the entire order - 12/8/2020 – Samsung accepted the TV return; Samsung e-commerce team submitted a ticket to Samsung fulfillment team to manually cancel the order and process FULL refund for the entire order. - 12/10/2020 - TV return received; confirmed refund amount will be issued for the TV in 7-10 business days; Soundbar Refund still pending - 12/21/2020 - Refund amount received for the TV - 12/21/2020 - Samsung e-commerce submitted a ticket to Samsung fulfillment team to cancel entire order and process remaining refund; confirmed the remaining refund would be received in 3 business days - 12/22/2020 – Samsung e-commerce team confirmed full order will be cancelled (new ticket) - 12/24/2020 – Samsung e-commerce team confirmed full order will be cancelled and requested a manual refund (new ticket) - 12/27/2020 – Email from Samsung stating that since it’s been 30 days since the order was placed, the order can be cancelled - 12/28/2020 – Samsung e-commerce team claimed the order is with the fulfillment team and can’t be cancelled (new ticket) - 12/29/2020 – Samsung e-commerce team submitted ticket (new ticket) to cancel the order with the Samsung fulfillment team - 12/30/2020 – Samsung e-commerce team submitted ticket (new ticket) to cancel the order with the Samsung fulfillment team - 12/30/2020 – Initiated a claim through PayPal dispute the charge and receive a refund through Paypal’s Buyer Protection Plan - 1/1/2021 – Received email confirmation that order was finally cancelled; no information about any refund amount - 1/2/2021 – Samsung e-commerce team claimed refund was already processed on 12/21 (not the case – this was only the first partial refund); Samsung e-commerce team had to request a “manual” refund (new ticket) - 1/4/2020 – Samsung e-commerce team claimed full refund is being processed (new ticket) - 1/5/2020 – Samsung e-commerce team shows no active tickets and claims PayPal can’t accept the refund (not the case as I contacted PayPal before – of course PayPal can accept refunds); Samsung e-commerce team to initiate the manual refund request which will take 3-5 business days to complete”

Helpful Report

Posted 5 years ago

“I would do 0 stars if I could. What a disaster of a company. As a business owner, I am disgusted by their customer service or lack there of. This entire company should be shut down and sent packing back to China. What a disgraceful bunch of sorry excuses of humans that work for them. I will NEVER have a single good thing to say about them and their appliance sector. They are a big joke that I wish I could laugh at, instead I'm angry writing this review. Samsung should be ashamed of themselves. Killing myself would have been easier then dealing with them.”

Helpful Report

Posted 5 years ago

“Worst product & service for a Premium Chef series Samsung induction stove S/N 0BSG7DDFB00054J M/C NE58H9970WS/AC Case # 5126540166 # 5126579451 Contacted Samsung for service on November 12 since the cooktop was not functioning. Was given ARS as authorized service center. During first visit on November 16, fuse was replaced but problem was not being solved, was told by technical person to replace the relay board the next day. Waited for 2 weeks, relay board was replaced and again problem was still not rectified. Asked the technician to contact Samsung for advice, was told to replace filter board. After a long long wait, finally the third service came on December 29, unfortunately my lovely premium Samsung Chef series induction has no response. Contacted Samsung professional technical department, advice to replace another 3 boards (what's new?! Draining consumer's wallet?) I called Samsung to escalate the issue after $$$ spent & meaningless long wait, was given a case # by "Executive Customer Relation department", Dwayne G. Was told he will contact the service center & promised to get back to me in 2 to 3 days. Trying to be reasonable for the holidays, sent an email on January 3, no reply; another email first thing in the morning on January 5. Waited for few hours & called Samsung. Got a ticket #, talked to another Executive Customer Relation personnel, Brian, all I heard was meaningless apology again. Obviously I received reply from Dwayne shortly. After such painful battle with serving princess Samsung Chef series induction stove, I would like to reach out to everyone in my capabilities in all forms including forums, complain boards, social media platforms & personal & real estate agent contacts, as well in different languages, letting consumer to know how inferior Samsung is, and to prepare having a deep pocket for any services, don't consider purchasing extended warranty as it only covers minimal parts. Go cheap, don't imagine a premium price will bring you a premium product & service.”

Helpful Report

Posted 5 years ago

“Do not take responsibility for the quality of the products they sell. Bought a phone with a software bug and made a complaint. Nobody answers.”

Helpful Report

Posted 5 years ago

“I bought a Samsung Galaxy A10e phone for my son for CHRISTMAS it came and did not work. The SIM card reader never would read the SIM card. I never used the phone it stayed in the box until I shipped it back to Samsung. It obviously was under warranty. They claimed I damaged the phone. Funny cause it was never used!!!!!!!!!! They refuse to replace or fix the phone that is not expensive in the first place. I went round and round talk to a supervisor named MARK that acted like he would try ti help me. Of course he didn’t cause I called back and checked on ticket# 2241774650 and say bull as before! This is a multi million dollar company that obviously cares nothing about there customers. Profit is all they see and everyone I spoke to is foreigners !!!!!!!!! I will never buy SAMSUNG AGAIN! Apple all the way!!!!”

Helpful Report

Posted 5 years ago

“Bought a TV that had a screen cracked as soon as I opened and set it up. I set it up according to the instruction manual, 65" has to be handled by two people on the instructions, but their delivery person was just ONE person. It's a 65" TV?? it says anything over 32" has to be carried by two people. BUT I HAD ONE DELIVERY MAN. I called Samsung the same day, they said they would let me know what the dispute answer is in two days, never emailed or called until I called again two weeks later, for them to tell me it was my fault and it's a physical damage. Re-escalated and a person from Samsung spoke with me, saying it was ridiculous that the company won't offer me anything for compensation because he knew the rules to carrying in the TV as well. He AGREED with me. I was then told, after being put on hold multiple times, that they would not replace it or anything, but I should go to their technical shop to get it repaired. It would be 800 dollars for a repair, about the same price as a new TV that I never got to really use and has caused more stress than it's worth. Samsung customer support is absolute sh!t. Go through a third party seller if anything, because their customer service sucks.”

Helpful Report

Posted 5 years ago

“Do not buy a Samsung TV. If you have an issue there customer service is awful. I have been trying to get a TV fixed for two months under warranty. I was told to it could not be fixed and would get a refund. This has been a month and I dont have a refund. No one at Samsung talks to each other or knows what is going on. Countless hours with more coming since I have gotten no where.”

Helpful Report

Posted 5 years ago

“We purchased a Samsung refrigerator and stove at the same time and in less than 24 months are extremely dissatisfied with both of them. Water and ice accumulate under the vegetable bin and we have to clear few months. The time/timer display on the stove has lights out making it impossible to tell the time or see how much time you have remaining on baking something. I will not purchase any Samsung product again.”

Helpful Report

Posted 5 years ago

“Worst ever service from Samsung on repair of Washing Machine. The service person was very rude and arrogant. I want to give negative rating but unfortunately there is no such option. Pls buy any samsung product with every single detail related to Warranty. Theu told you that we are providing 5/10 years warranty but actually service required then that time they said we have only 1- 2 years warranty of your this part and other parts have 5 years warranty. This is a trick they are using to sell their products in market.”

Helpful Report

Posted 5 years ago

“I bought a 5-year extended warranty on my Samsung washer and dryer from Home Depot. I've had them for four years, and my washer is inoperable, but the repair is covered by the extended warranty. When I filed the initial claim, the representative from Samsung asked me for the serial number of my washer, but the number on my machine is illegible from four years of use. He completed the rest of my claim and scheduled a tech for about one week after my call. On the day of my appointment, no one showed, no one called. I contacted Samsung and they said they were unable to do anything because I was unable to provide the serial number. I had already discussed the issue of the serial number with the original representative and he scheduled the appointment and never advised me of this caveat. Had he, I would have tried to remedy the issue much earlier than when the tech should have already been at my house. I contacted Home Depot, and its representatives were amazing. They tried to persuade Samsung to repair the machine without the serial number. When that was unsuccessful, they tried to find a shop that did not require a serial number to make the repair, and then they looked up the specs of my machine and found that there's another label on the back. They recommended that I just reach my phone in the back and take a photo to avoid pulling out the machines, and they were right-- I found another label with the serial number. I called Samsung and gave them the information, and representative responded something to the effect of "We can't repair machines that are stacked." I got the impression that the Samsung representatives made a concerted effort to be as UNhelpful as possible. They didn't even pretend that they wanted to be courteous. Remember, the first contact I had with them was a stoic "We can't make any repairs without the serial number." PERIOD. Conversely, Home Depot actually attempted to help, really going above and beyond. I'm renovating my kitchen in the Spring, and I plan on getting all new appliances. They won't be Samsung appliances, after this harrowing experience. By the way-- I have to wait another four days for the repair.”

Helpful Report

Posted 5 years ago

“Two years ago I bought a two-doors fridge, the ice machine had to be changed in a year and a month :), and now at two years I found rust spots on the doors. I called the Samsung company and the only thing was: Go to an accredited place and pay for the door replacement. As an extra detail: the fridge is in a well heated-kitchen, dry and far from any humidity. The customer service was good, the agent was very nice but the amazing thing is that he could do nothing. I gave 4 stars for the courtesy of the agent.”

Helpful Report

Posted 5 years ago

“My daughter bought me Earbuds as Christmas gift. She purchased them early in November. She didn't realize I didn't like them because my boyfriend has pair and they fall out of ears all time. I never opened them and I don't think its fair to sell item and their return policy is 15 days What about special occasions/ holidays.. I will never suggest or buy from this company and neither will family My daughter paid 130 dollars for Earbuds and you can get same pair at Walmart or any other retail store for 80...”

Helpful Report

Posted 5 years ago

“Disgusting customer service Wouldn’t give them any stars if I I didn’t have too I bought a £2000 fridge freezer in November 2020 which was delivered with dents and scratches have been trying to get compensation for this for 2 months as originally agreed as if they uplifted it they would not send a replacement or refund me for 2 weeks leaving me with no fridge or freezer even though I explained I’m a cater for my disabled grandson who still has bottles of milk they then changed their minds saying my PayPal receipt was not proof of purchase even though it clearly stated the Samsung order no they would only accept the Samsung receipt which I never received to give me any compensation After several emails and phone calls they are now totally ignoring me even the customer service chest executive is ignoring messages Absolutely disgusting customer service I have emailed them 4 times since 19/12/2020 but had no response and if you ring you just get transferred from one person to another and also their English is very poor so very hard to understand them All I want now is my money back and the thing uplifted NEVER BUY DIRSCT FROM SAMSUNG BECAUSE YOU WULL NEVER GET ANY HELP IF YOU GAVE A PROBLEM !!!!!”

Helpful Report

Posted 5 years ago

“The refrigerator came with debt behind and when they replaced they sent another one with dent. As it’s not as bad as the first one I finally decided to accept. Bad choice. When I tried to register the warranty, there was a lot of problems and each time you have to go through the whole loop of going to their website and general and whatever steps and write the whole stories all over again just to receive an email to tell you to resend. Resend not through the email but go through the whole process again. It’s no use talking to them online or on phone, the customer service does not know anything and cannot do anything. Their call back support goes back to email and they do not call. Whatever you ask them they will direct you back to the website and go through the whole tedious process. They send their fridge late but their warranty starts from date of purchase. If you are thinking of getting Samsung, it’s a nightmare, at least for me. I will never never Never get anything Samsung ever.”

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Posted 5 years ago

“I used to swear by Samsung; but during the pandemic Samsung techs started telling me I need to purchase a new TV if I want to join one of the new streaming services. I have a smart TV and stream daily. However Samsung will not update my Smart TV software, nor let me add new apps like Disney Plus or Peacock unless I buy a newer model. This is just one of the frustrating things involving Samsung in recent past. When my current devices die I will find different brands to replace.”

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Posted 5 years ago

“Never buy any Samsung. Bought a phone a few years ago. Changed that quickly. I have a Samsung TV. Thought it would be great with the phone. But now three years later, it's a piece of s***, just like their customer support. Their help is only online, and no real people. Temporary, to fix your problem, but no real solution.”

Helpful Report

Posted 5 years ago

“purchased new top of line refrigerator find it is not plug in turn on and enjoy. poor design over all can't even fit a quart of milk in with out removing a shelf so much for 29 cubic feet space. ice pitcher does not fill spent over 6hrs on web and reading your 1/2 thick book of instructions to no avail. doors are miss alinger which must be a problem as you send repair parts with unit for owner to repair there new unit shelves can't be adjusted even if you wanted to . Called service who told me go back to dealer they must have a draw full of repair parts. Samsung propaganda videos refrigerator with miss aligned doors also said ice cubes will be cloudy till new water filter is cleaned out .I remove several glasses of ice every day cuber still cloudy . Water in from my well on top of a mountain with nobody within 1/2 mile of well which only gets rain and snow as source of water .”

Helpful Report

Posted 5 years ago

Samsung is rated 1.2 based on 4,743 reviews