Samsung Reviews

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

1.2 Rating 4,573 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,573 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

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

“I bought a samsung refrigerator 2 years ago worth 2thousand dollars and the drawers are broke nobody lives here but my husband and i”

Helpful Report

Posted 6 years ago

“If you ever buy a samsung fridge freezer then god help you if you need replacement parts, Support is in Philippines I called Samsung and got through to the correct department no problem at all, then had to verify who i am, name, number, address etc, all good then you can either send in your invoice or do a live video and picture to expedite the process which I did no problem, the support then asked me to go to my computer and type in a web address which directed me to the fridge freezer I had and just to confirm the drawer I wanted(was the large fridge drawer with Vegetables on it), then they said no problem we will send the drawer soon, I got updates on my email/phone for the delivery and all seemed to be going well and well that's when it went wrong, opened the box and had a shelf instead, so I called them back up went through the whole process again, name, number, etc and told them I got the wrong item sent, had a VERY long talk to ensure they had the correct item this time and some time passed, 2 boxes get delivered which I thought was strange, opened the boxes and got two freezer drawers instead so again I had to call them got through the verification process another Very lengthy talk and some more time passing then finally another Two boxes arrive, open them up and they sent me both fridge drawers(just to be safe I'm sure), so I did get the item I wanted it just took a very long time and a lot of calls. Only good thing is I don't have to send the wrong items back so I have a lot of replacement parts now.”

Helpful Report

Posted 6 years ago

“Ordered a phone on a Thursday with next day delivery. It's now Sunday and hasn't been dispatched and none of their teams can tell me when it will be dispatched or when it will be delivered. Extremely frustrating. Advise to buy Samsung products from a 3rd party as Samsung logistics are useless.”

Helpful Report

Posted 6 years ago

“I got an argue with Samsung about their warranties. When you buy new Samsung fridge/freezer they do not send you any information with manual (leaflet to register online to extend their warranty). They do not send even any info with manual about exact timing of warranty. Searching their website, I realized that Samsung provide standard warranty for 2 years for fridge/freezer. But now they have promotion to extend their warranty for another 3 years. Basically you get 5 years of warranty. There is a big if - They give only 90 days from invoice date to register for extended warranty but do not inform their costumers about that buyers they can extend this warranty. Basically this is lack of information from Samsung and misunderstanding of costumer services After chatting with Samsung customer support, they said it is retailer responsibility to deliver information about warranty. I argued with them, pointed that Samsung responsible for their warranties and to get an extended warranty I have to register on Samsung website and not on retailer website. It was promotion from Samsung and not from retailer. So, they had nothing to say me on that. When I asked them why Samsung did not send me any information about extended warranties they said that do not send any. I asked them how I can to know about their changes about warranties, they said that I have to check their website for changes. So, Samsung think their website works as online social media like Fac...ook and people just visiting their website without any reason many times in a day. It is simple misunderstanding costumer services. Basically, Samsung buyers must help themselves after buying Samsung items. So, as a result I did not get adequate answers on my questions. Samsung could not help me. I have other brands appliances in my property and they send information about warranties and how to extend to one more year this warranties by registering. Why Samsung could not do so is a big issue for me. Very disappointed and made a note about Samsung experience. Next time choosing electrical items I will be more accurate with choosing brand.”

Helpful Report

Posted 6 years ago

“On off button not working on a Galaxy s8 plus. I was advised the 2 year warranty was non void because it has been droped, scuff marks, general wear. Phone is acctualy ok and air in a can fixed the problem (Just fluff). They were looking for £250 to fix the button. Samsung is now on my black list along with Sony ( I have not brought a Sony product in 3 years after my Xperea 1 Issues ). Makes things more interesting. I was generaly surprised with Samsung, as I had brought the phone directly from them, thinking I might get a better service. Samsung bye bye.”

Helpful Report

Posted 7 years ago

“Ordered an S8 on current offer of free headset. Because I ordered it on a Friday night the customer service team have said that did not qualify but if had ordered on the following Monday I would have got a VR headset. I ordered this during the promotional period and is still being advertised. Very very very poor of Samsung. I have had a iPhone for 9 years and never been in a position where a manager will not call you back or speak to you. This is a business that is trying to compete with a company were customer service is a priority. Shame on you Samsung, you only get one chance to make a good impression and you have failed dramatically”

Helpful Report

Posted 7 years ago

“I own both a Samsung mobile phone and tablet and my review relates to both devices and my experience specifically at the Samsung Support Centre in Bristol. On 13th June I visited the support centre with my mobile phone. Having returned from holiday I turned the phone off and back on as it was having trouble connecting to my network. Once turned back on it would not accept my passcode to unlock the phone and was locking me out for longer and longer each time. The lady at the support centre had never heard of this problem so consulted with another colleague. All she could suggest was that they carry out a factory reset of the phone. Although the phone was still under warranty this was not covered, would cost £45 and obviously I would have to set my phone up from scratch again. Also they would not be able to do this without proof of purchase; as my phone is part of a contract bundle I would need to provide a copy of my contract from my service provider (Three). As I am perfectly capable of carrying out a factory reset myself I left the shop without having it done. I then searched the internet myself for the problem and discovered that I can unlock the screen on my phone from my Samsung account if set up. I successfully did this and reset my passcode and fingerprint recognitions and the phone has been fine since with no need for a factory reset at all! How could the people in the support centre not know this fix to my problem??? Yesterday (10th July) I again visited the same support centre with my Samsung tablet. The tablet has been taking a very long time to charge up to 100% (2 days) despite trying various chargers and cables. Having searched the internet for the problem I discovered it is a common fault and normally involves the charging port. At the support centre they looked my device serial number up to check the warranty status. The device is still in warranty but came up as being a Hong Kong product so they could not help me. I was given the tablet as a gift from my brother who bought it from Amazon.co.uk. They advised I could either contact Samsung Hong Kong but sending it to them would be costly or try a third party repair centre, and again pay for the charging port to be replaced. I had a very bad experience with a third party repair centre in the past but they recommended one up the road who use genuine Samsung parts. However I am totally surprised to find that whilst the product is still under warranty from Samsung and the fault is something that would be covered under warranty, I cannot get it fixed in the United Kingdom without paying for it and risking handing over my product to a third party repair centre! I am totally disappointed and disillusioned with Samsung, their service and how their warranty system works. It has totally made me rethink using Samsung products in the future!”

Helpful Report

Posted 7 years ago

“I dropped my phone on the floor and my screen stopped working but my control buttons still worked. I went into the store to ask the price of repair and if there would be anyway to save my photos as they would get wiped when sent off repair. The guy said there was nothing I could do if my phone had a password lock on it. I was gutted. I got home typed into the internet what I could do and it suggested if I logged into find my phone on the Samsung website, It could unlock my phone and allow me to view my phone data when connected to my laptop. I managed to save my photos in the end but feel annoyed that I nearly sent my phone off and would of lost all my pictures. The worker didn't suggest anything.”

Helpful Report

Posted 8 years ago

“My Galaxy S5 was still under warranty but was having a host of issues such as battery getting VERY hot, freezing and connection to bluetooth issues along with batter being slow to charge and fast to drain. Contacted Samsung who said they would arrange for the phone to be collected and it would be away for 10 days, not great as I would be without my phone for 10 days but hey ho it was going to get fixed. My partner waiting at home all day for the courier to come and collect my phone but no courier came. Contacted Samsung who looked into it and came back saying the original agent hadnt completed the order properly so had to do it all over again and this time my phone was collected. I tracked the phone online while it made its journey and then through its repair process. All seemed to be going well until I checked online and it said the status was "waiting on customer confimation". I contacted Samsung who to their credit got onto it straight away, they then said the engineering company they use was looking to speak to me about the issues with the phone and put me through to them. I was on hold for a lifetime listening to the same song repeating over and over. When I finally got through to them they showed about as much interest in me as the brown stuff that my dog likes to place all over my local park does. They said they could find no fault and the phone would be returned unrepaired. I tried explaining to them further about the issues but the guy just wasnt interested and sounded like I had just disturbed him from a power nap. He said they had ran diagnostic checks ect.... and nothing was found so there was nothing else they could do. Discouraged I gave up and received my phone back (minus its screen protector and with some cosmetic damage to the paintwork round the edges) 2 days later. Having been a fan of samsung phones this experience has left me with a bad taste when it comes to samsung support. I have to say samsung were actually quite good, their agents seemed friendly and helpful even if their technological skills were a little lacking, they did call me back straight away when I asked so that I didnt incur costs on my friends landline. They also seemed to be interested in dealing with my issues and apart from the error in the first pick up arrangements I was quite happy with their customer service. The company they use to carry out their repairs however as seriously letting them down big time, this company wouldnt know customer service if it bit them on the backside, extremely shocking service with uninterested agents who seem to either think customers are technological hypochondriacs that hallucinate all these issues or just cant be bothered doing what they are paid for, carrying out repairs. MY other half just got herself a brand new S7 edge which has developed a dead pixel on the screen, I'm dreading the process of repair we will have to go through for her. How can a company of this size be soooo neglectful of their customers is beyond me, they really need to get it together!”

Helpful Report

Posted 8 years ago

“Never come across such cavalier attitude towards customers. Too busy playing on their phones to bother with customers or chatting to friends. Had to ask for help twice. Also asked if it used marshmallow or noughat was told that they ran on nougat. When I bought one the girl was busy shouting out the back she had a customer. She got the colour wrong so had to take it back later in the evening, not impressed with the service I received!”

Helpful Report

Posted 8 years ago

“Visited the samsung repair/support shop on Park Street in Bristol and the guy in there was miserable very unhelpful and quite rude in my opinion!!!!! will never ever buy a samsung again my 1st and last think I will stick with the I phone never had any problems with them ever!!!!!!”

Helpful Report

Posted 8 years ago

“Purchased Samsung gear S2 smart watch ; tried to connect to a Samsung telephone that was listed on their chart as " compatible device " and it was not; there is no instructions mannual just a quick starting guide that does not list anything. If somehow you have to do a factory reset do not look at the instructions because there is none. How can you possible make a product that is not compatible with the rest of your company products?”

Helpful Report

Posted 8 years ago

“I have an Samsung Eco bubble 12 kg washing machine. Utter rubbish. Bought in June 2012 and had to have a new motor in March 2014. English customer service were very good, quick response from their approved engineers who were 100 miles away!! Here I am in June 2016 and the machine has a motor fault (3E) again. Also other problems showing up. The customer service is hopeless and is now in India. Giving operators English names does not mean they can speak or understand what I am saying and I certainly cannot understand what they are saying, until I ask to speak to a manager or complaints team. In this case they understand very well and tell me they do not have any contact numbers whatsoever. They are only a call centre. Luckily I have a valid 5 year warranty. However as these motors only seem to have a life of less than 2 years, when it breaks down in 2018 the warranty will be out of date. Yes, the motor has a 10 year warranty, but that does not include labour. Also if a motor is replaced the 10 year warranty runs as if the original motor is still fitted. A new motor does not automatically have the 10 year warranty. This is the most expensive washing machine I have ever bought and it is without doubt the worst washing machine I have ever bought. Since I bought this, Which has given this machine a do not buy rating. The only washing machine to receive this accolade!! The rating is more than justified. Beware. I do not know when somebody will call me back or come to see the machine.”

Helpful Report

Posted 8 years ago

“I had a problem with my phone - called in fo the repair service to be arranged. Made sure that the pick up adress for the phone will be my work place, while the return would be home adress. Called them 4 times about it, they always said that it wont be a problem, up untol when it was on it's way and suddenly they could not change the adress (UPS requires samsung and not the cutomer to make the changes, especially if it is a business adress that is on the parcel). Not only that - the adress was wrong! They cant get it to my work , I am not home to pick it up the next day.Their soultion - go pick it up from a depot... Which is in another city. I will be filing an official complaint for the amount of misinformation they have provided.”

Helpful Report

Posted 9 years ago

“26 March 2016 Have now been waiting 10 days for replacement charger for Tab 4 from Samsung. Seems that staff Very poorly trained as my replacement order has been already put through their System TWICE. Each time there was an agent clerical error. Third phone call has assured me that agent AND supervisor have double checked order and it IS Correct this time. I cant wait for the Easter holiday period to be over to see what, if anything, is delivered as promised on Thursday/Friday next week 31st March/1st April, OOPS I see I have put April 1 as expected date, Is this tempting fate???? Brian M”

Helpful Report

Posted 9 years ago

“Your software distribution process is unacceptable. The recent TV software release for my Samsung UE40JU6500 , caused my SMART TV features to become inoperable on Catch up TV options. There wasn't a problem before. I reported the problem to the support team & I was told it would be fixed in approx. 2 weeks, that was over a month ago. Professional software distribution organisations ensure adequate testing of software before it is released. Also they have a reversion plan to back out faulty new versions to restore previous stable versions. Reversion is normally quicker and easier than waiting for the next version being fixed. Traditional hardware companies need to get into the 21st century and adopt professional practices common elsewhere in IT.”

Helpful Report

Posted 9 years ago

“Bought a Samsung Wireless Audio Speaker - cost £399.95 on 2.7.15 from John Lewis - took it back today for a full refund. Had loads of trouble trying to set it up (even though the Samsung guy in the store said 'dead easy'), kept dropping out, had to keep resetting it - lost about 6/7 hours of my life messing with the thing. Emailed Samsung but am still waiting for a reply - very poor customer service!!”

Helpful Report

Posted 9 years ago

Samsung is rated 1.2 based on 4,573 reviews