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

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

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

“Samsung is a joke they don't stick by the product they sell. Go with Apple they will at least replace your phone if they can't fix it. Not like this joke for a company Samsung. They send you to a 3rd party rep that literally broke my phone instead of repairing it. Customer service on the phone is an even bigger joke. Be careful when buy a Samsung phone make sure you pay the minimum cause if it goes bad it might cost you out of pocket to fix.”

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Posted 8 years ago

“warranty is soo terrible for samsung phones that you may have to wait month(s) to get you phone back. Apple was a lot better as they offered replacement on the spot. by the way I have been using both apple and samsung but no one can beat apples customer service although I really want to use samsung...I will have to switch to apple because of customer service.”

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Posted 8 years ago

“We purchased what we thought was the most economical good value ecoBubble washing machine on the market. It was expensive at over £700. After two years, it failed due to a KNOWN manufacturing fault in the electrical board. This cost £300 to fix and Samsung didn't want to know. There was no product recall, no apology - and yet this has happened to loads of these machines. Makes you wonder if the fault was built in as a revenue stream.”

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Posted 8 years ago

“Have had Samsung phones for a while but Samsung are increasingly treating customers with contempt. Have Galaxy S6 mobile, happy with it but then the software updates happen. Eachtime the performance of the phone suffers, but have managed to solve main issues until the last one. Battery draining in 8 hours if inactive and in minute if used. only suggested solution a factory reset. I can only think Samsung are punishing people with an older device but then with a 2 year contract there is no option to upgrade and in this world of scarce resources, should we really be upgrading every year? Who can afford to? Samsung are cynical and unpleasant. I will not be buying from them again”

Helpful Report

Posted 8 years ago

“Absolutely dreadful customer service. Issues with phone for 10 weeks, 4 repairs before issue resolved. Hours spent on phone to call centre staff, return journeys to repair centre and weeks with no phone whilst attempts at repair made....would never call with issue again, cheaper to write off phone as a dud”

Helpful Report

Posted 8 years ago

“lying cheating incompetant company. We sent a galaxy s8 off for a back glass replacement. After paying £92, we were lied to multiple times. At first the phone had been repaired and sent back to us. It never showed up so we went through the online chat multiple times. These are some of the lies we were told. •we are sorry but we are awaiting a part. •you have not made the payment yet. (We did) •oh we are sorry someone put the wrong colour casing on. •we are waiting on the right colour casing. After waiting 4 weeks for a 9 day service, we finally received the phone. It still had the wrong colour casing on. Fuming by this point, we rung up and spoke to matt. He promised he would get the phone sorted quickly. Send us £20 love to shop vouchers and put in for a refund. No vouchers were sent and no request for a refund. However they did come back for the phone. Round 2. After a week my partner checked her repair status it was in the middle of repair then the next day, the status was blank so. We called up "oh we are waiting for the part again please accept these £30 of love to shop vouchers" after explaining about the first £20 we never recived, they then sent us the full £50. Another two weeks later we finally got the phone how it was meant to be. I wanted to progress our complaint however, matt was always unavailable. Everytime i called he had just magically left the office and gone home for the day. So i tried to progress for the refund with others to name a few. Big man andrew whom refused to talk on the phone. Rachel, simon and jane. All of which had crappy answers and responses. I asked to speak to the manager, NO. i asked for the calls of the promises made by matt to be listened to so they can honour them. NO. Can i have a contact number for your head office. NO THIS IS THE HIGHEST POINT OF CONTACT. Clearly they think the managers are above speaking to the public. Anyway i made an official complaint in which simon, offer to settle the claim by sending a further £50 pound in love to shop vouchers. Tired and worn down by the whole thing, i gave in and agreed on the settlement. We never received the vouchers in the time frame that simon promised us. So i called up and simon was unavailable. (He must have gone home with matt.) I spoke to a gentleman called jihad who told me simon never sent them. He said i can see that he said you could have them so it is fine, i will personally send them now and you will recive them in the next 7 to 10 days. 4 days later and jihad calls me, "we are not sending you the vouchers." We also will not take your complaint any further. What an absolute joke of a company. They promised everything and delivered nothing but lies, deceit and bitter disappointment. Apparently the company will only listen to phone calls to get feed back not to find out what has been offered in a verbal contract. Right or wrong they have to honour what has been agreed i will be speaking with the ombudsman tomorrow and putting them into court for a full refund. I will also ask for compensation for time wasted, call costs, 2 months phone contract cost as my partner has been unable to use it. Stress and the general dishonesty and incompetance. Samsung repair are a company i will never use again and will always do my upmost to make sure that no family or friend uses.”

Helpful Report

Posted 8 years ago

“""3 months old Samsung Galaxy S8 with a charging issue and a dead pixel.. This is what you get for the horrible high price. And worst customer service ever with a fake promise that repair wont take long.”

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Posted 8 years ago

“The most appalling service I have ever had to witness. The adviser was the most obnoxious and rude pig, one who lacked any communication skills wheresoever. I purchased a curved screen TV and the screen froze within weeks. I called support and was told that ALL series 6 and 7 were experiencing software update. The adviser told me that her supervisor would call back within the hour to talk to me, no one called back and every-time i got through to customer services I was cut off? I called Into Curry's where the TV was purchased and they said that they were unaware of any software updates causing problems and they would have been informed should this be the truth. Anyway, we replaced the TV with a Panasonic. a week are samsung called us and said they were ready to go through a series of options to get our TV up and running again. I Explained the situation, the Panasonic replacement and that due to the appalling service they provided, and the lies they told us we would never be buying any samsung products again. DO NOT purchase samsung goods...”

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Posted 8 years ago

“Problems with 50inch TV 5 weeks old they admit problems with this model and are trying to put right with no success will not replace”

Helpful Report

Posted 8 years ago

“I purchased a Samsung ecobubble washing machine and after only 2 years it developed a fault and flooded our kitchen. I thought it would be no problem to call them to get the washing machine fixed as it is still under a five year warranty. How wrong was I!! When I called them they said the serial number on the washing machine was incorrect so they couldn't send out an engineer. Not my problem if the serial number on their product is incorrect. It's also on a paper sticker on the inside of the washing machine door which could be easily damaged. Apparently if the sticker does get damaged they can refuse to repair the machine! Beginning to feel like I have been conned by this greedy company, they then asked me to post my original receipt to them, which I obviously refused to do! I took a photograph of the serial number and my receipt and emailed it to them the same day. I called them again as they promised they would call me 'quickly' when they had received the required information. They then told me that it would be at least 2 working days before the email could be attached to my request for a repair. I am about to give up and buy a Bosch washing machine as Samsung obviously have no intention of honouring their warranty. I wouldn't have bought the washing machine in the first place if it wasn't for the 5 year warranty. We have never had these problems with Bosch customer service, they honour their warranties and provide a prompt service. I will NEVER buy another Samsung product again and have only given them 1 star as no stars isn't an option.”

Helpful Report

Posted 8 years ago

“After 5 months our Samsung 65K6682 is unwatchable due to a black shadow covering two thirds of the screen. Curry's are not interested (after half an hour talking to Customer Services explaining the problem) as the tv is still under the Samsung guarantee even though our receipt comes with a 5 year Knowhow guarantee. Finally get to speak to a half interested Samsung employee in their customer services and have given up hope of this getting sorted before the next Millennium. Seriously, do not get excited by this product or this company. I fully expect to get no recompense from my experience of their assistance today. I do not have the time or patience to deal with it, so I expect Samsung will line their pockets further.”

Helpful Report

Posted 8 years ago

“Samsung UE55JU7000, screen has failed 4 times in 2 years, they will not replace it and will not honor the agreement to extend the warranty after the 3rd repair. They have lost the notes. Which is not surprising as they had lost all the repair notes and made me get them from their approved repairer (that they organised). Its taken them 4 months to give me this answer. The TV is clearly not fit for purpose. They are content with the fact a £2k + TV has a 6 month lifespan between repairs. Left with the options to pay for the repair myself (normally around £500.00), which will break again in 6 months, or to chuck it in the skip. The customer service dept is appalling, they don't return your calls and are unwilling to make calls to their own repair centres (this happened within warranty period also) Ive made in excess of 50 calls to them over the last 2 years. The UK Executive dept is just as bad. The only solution is not to buy Samsung products, they really are a nasty, disorganized company.”

Helpful Report

Posted 8 years ago

“I will never as long as I live, buy another Samsung product, The only way I would have any Samsung product was if it was free. Spent £1700 on the Samsung WW10H9600EX and have had nothing but trouble with it. Faulty dispenser, leaking door and software issues.never ever again”

Helpful Report

Posted 8 years ago

“18. 4 tablet they wrote off then telling me to have lower spec unit total crap service”

Helpful Report

Posted 8 years ago

“ive called all samsung departments on numerous occasions, anovo, ive emailed, tried twitter DM's, and im getting a scripted nonsensical explanation! originally i sent my s7 off as it NFC wasnt working properly and it was overheating got the first reply from the service centre on the 11th, said the phone was out of warranty repair and they cant address the issue till i pay them to get it fixed, i said no to their repair as i wanted to get it repaired locally in my shopping centre, after i thought about it i figured it would be safer to do it with samsung direct going forward, i resent it in on 19 Jul i received the follow up literally saying exactly the same as the first mail, im trying to attach a screenshot but cant To summarise, this is what i wrote to them via post; To whom it may concern So, I've been loyal to you for years now, my entire family only uses samsung, tablet devices, phones, televisions, as do my business partners and close freinds, ive converted everyone over from Apple, and today i really got my "thanks" 2 weeks ago, my galaxy s7 developed issues with its NFC and it started overheating, so, i sent in my phone for repair, and they tell me "your phone has damage which isn't covered under warranty, attached is a screenshot" it was the email attached, of the back of the phone being cracked, as you can see, they are clearly referring to the crack on the glass. So i pay the money and then don't hear back for a few days, then i receive an email saying my order is on its way, so i call your incompetent Anovo repair team (who if you google have appalling customer ratings, its quite embarrassing actually) and they tell me my device is "beyond repair due to its expenses to replace the main board which has fried" so, now they are telling me, the overheating issue is due to the board, but it is to expensive to repair under warranty, now, the mainboard is an INTERNAL issue with the phone, not an external problem cause my accident damage therefore, it is irrelevant of the cost, it is a manufacturing default that the phones circuiting has resulted in it to overheat and fry yet your employees keep telling me that the phone is out of warranty due to the cracked class, i don't understand this logic? so with a car, if it has an outside crack, the manufacturers garage will tell them "we know you have engine issues but since you have a crack outside on the car we cant do anything" this is truly repulsive and shows how out of touch your company has become from reality, you are literally not taking responsibility for your phones fault and deterring the core issue and passing it on to myself and saying the issue is the cracked back it is irrelevant of the cost of the internal part, manufactures warranty covers the internal parts of the phone failing im truly sad and hurt at the service ---------- i cannot attach the screenshot it keeps saying "error red font" i cant even photo a external link to the image, it says im too new a member... they did refund the money i paid for the crack but thats not the issue! they are not addressing the internal issue and using the external as some sort of justification for not fixing my phone, thats literally what the phone support told me, and she said she checked with her manager and " they cant do anything as its out of warranty damage and they wont look to replace it" SINCE WHEN WAS AN INTERNAL COMPONENT OF A PHONE NOT SOMETHING COVERED FROM WARRANTY i dont know who else to talk to, i dont have a phone anymore and they wont help me at all...”

Helpful Report

Posted 8 years ago

“I had a five year old washer and dryer. After almost three weeks of trying to get service through the an authorized Samsung repair dealer, I gave up and bought two new machines. Needless to say, I didn't buy Samsung, and will never buy that brand again.”

Helpful Report

Posted 8 years ago

“I was very happy with my first Samsung product which was a Note2 and my second s5. Things began to go downhill pretty fast when i purchased four S7 edges. out of four three of their screens failed within the first year. Two of them had pink lines running down them and one of them had the screen fail completely. this year i bought a S8 for £670 and an original Samsung case for £27 and dropped the phone from a height of 2foot onto a semi hard laminate floor and the screen smashed. In all my contact with customer care they were shockingly very unhelpful. They just didnt care that i had spent £3600 with them i two years and not received satisfactory products. its such a shame because they make really good looking and feature packed products but are so let down by poor quality components and the worst customer care you can imagine. i'm now being forced back to Apple Iphone even though they are well behind on specs and prices are a rip off but at least you get the quality and the best after sales customer care out there. I will never go near another Samsung product and advise everyone to check reliability and customer satisfaction reviews before purchasing”

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Posted 8 years ago

“Abysmal service with my Galaxy S7. I was left without my phone for 70 days while they faffed around shifting blame and shirking responsibility. No loan phone or any help to expedite the process. Samsung are also not working in compliance with the Consumer Rights Act 2015. DO NOT BUY FROM SAMSUNG DIRECTLY-buy from a reputable retailer who will help you if things go wrong. I reported my faulty handset to Samsung Shop and they advised me to go through Samsung Support and it was sent to the Norwich repair centre Anovo three times. Each time the fault remained until the final time when I never received the phone back (lost by UPS). I rang Samsung Shop, Samsung Support and Anovo so many times during this process and have wasted so much time chasing it up. I am a patient and understanding person, but this service has been difficult, laborious and incredibly frustrating at every turn. I have tried to get a resolution via telephone, email, even via Samsung’s Facebook page. Each time I’ve had to explain the events again as the operator doesn’t seem to be aware. The fault occurred in March and I’ve been trying to escalate this complaint since May (it’s now July) and I have been told that to escalate this I have to write to the Selectapost address and start again-what a waste of resources! They are trying to drag it out and be as unhelpful as possible in the hope I’ll give up and go away.”

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Posted 8 years ago

“Would rate them 0 actually! Bought a fridge freezer and it came with the wrong parts to install it. 8 weeks later still no parts and no reply to my complaint email. VERY POOR service!!!”

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Posted 8 years ago

“They were rude, unprofessional and 2 of the staff rammed their thumbnails down the side of my screen and were levering it away from the bezel causing untold damage.”

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Posted 8 years ago

Samsung is rated 1.2 based on 4,750 reviews