Samsung Reviews

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

1.2 Rating 4,591 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,591 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

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“The lies they tell!!! Traded an Iphone11 for an S21 and everything was good until I was told that the iPhone was not in the condition that I claimed it to be in. Pics were sent. Nothing was wrong with the phone. Now they are trying to take $150 out of my paypal account or give me the phone that was either damaged in transit or swapped out for the perfectly fine phone that I sent in. I will never ever again buy a phone from samsung.com. I'm done....”

Helpful Report

Posted 4 years ago

“I just had THE WORST experience with Samsung. I have been a customer for 20 years, typically getting my Samsung products via Verizon and have had no issues. This time I decided to purchase directly through Samsung when they offered a trade in program for cracked phones. I filled out the paperwork, received my new device, and sent in my old device as pee their specific instructions (factory reset). Two weeks later I received and email stating that my phone did not meet the criteria and they would be charging me the remaining balance I would have gotten off for the phone. They said it didn't turn on and wasn't factory reset. Interesting they could find that without turning it on. They gave the option to have it sent back to me which I did. Today I got my phone with NO SIM CARD. Amazingly it turned on and the first message I received was the no SIM warning. I called customer service and was told they would do an investigating to find out why the SIM was taken out and attempt to find it. I obviously was not happy about that. First, the people checking the phone lied about it not working, now they stole from me! I asked to be transferred to a supervisor who told me that the SIM card was an accessory and they are able to keep any accessories sent in with the phone. An ACCESSORY?!?!? My phone literally say it will not work without a SIM card. I am furious. I will never buy another Samsung! Be ware!”

Helpful Report

Posted 4 years ago

“A Samsung representative, identifying herself as Kelsey, informed me that Samsung would repair my refrigerator door after investigating the correspondence that took place between another Samsung representative, Lyka, who used a 864-249-5454 telephone number to have my wife and I send her images of the damaged refrigerator door caused by her advice for us to use rubbing alcohol and other solutions on Thursday, April 22. Kelsey informed my wife and I that Samsung would repair the refrigerator door because of this situation on Friday, April 23, providing us with the ticket number 4159123963. Below are evidence of both correspondences. However, at the expense of our frustration, Samsung decided to renege on this decision, stating our problem caused by the company is a “cosmetic issue” and they are not liable. Yet this “cosmetic issue” was caused by them, with representatives acknowledging so to the point that Samsung set up a ticket number to have someone repair the door. If Samsung has any integrity, they would fulfill their original decision and fix my door, which they damaged. This is the first time in my life that a business admits damaging a product bought by a customer and refusing to repair the damage. This act is highly unprofessional and establishes a lack of confidence by the company. I am extremely disappointed.”

Helpful Report

Posted 4 years ago

“Never buy Samsung. I bought a Samsung phone note 20 ultra. They broke my phone while fixing it, didn’t even call me to tell me, just replaced the cracked back and sent it back like it was no big deal but with a repair statement telling me the back was cracked during the repair process. That’s how I knew what happened. I was upset that they just replaced the back instead of replacing the whole phone because if it was me who broke it then they would take me off the warranty completely saying that there might now be internal damage to the phone but when they do it, they don’t need to tell you about it and just try to sweep it under the rug. When I called to complain why they didn’t replace my phone with a new one if they damaged it in their possession and they just bullied me and told me that they would not replace it and I had no other choices. They also outsource their customer service employees and pay them likely less than $1 per hour (most are in the Philppines and I lived in the Philippines for two years and was offered to be an online English teacher there for $1.50 an hour and that’s supposedly a high wage for me as a native English speaker). The representatives while polite have no idea how to help you, each one tells you something different and they don’t listen with detail to what your issues are so it’s a very frustrating process. And every time I called I was connected to a new person that I had to keep re explaining my problem to and each one either offered a different solution or offered nothing at all. They say press one to review the representative after the call but I was never directed to review anyone until I mentioned it to them and they sent me an email to review just one of the at least 10 different calls and representatives I spoke with. It was an outrageous and exhausting process all together. They charge you $1300 for a phone and invest nothing back into you and try to save by cutting corners and cheat you out of your rights and money. Very bad.”

Helpful Report

Posted 4 years ago

“do not buy Samsung Products, Specially (refrigerators). Bought one in February and it lasted 3 month. has take all this time 5/18 and I still do not have my refund. All they do is delay the process and not give you an answer. 28 cft three door refrigerators break and Samsung does not have anyone that can help with changing the compressor. Do not expect a quick fix to your problem. They will simply not action it being a major appliance.”

Helpful Report

Posted 4 years ago

“Samsung water wall dishwasher had multiple issues and is now scrap metal at less then 3 years old. Absolute junk! Samsung Chef Collection duel fuel range. Over $3500 and will not hold temperature. Multiple service calls and parts replaced and still drops heat by more than 100 degrees. You have to manually adjust temp to get it to heat back up. Absolute junk! Samsung 4 door fridge. Ice maker freezes up constantly and requires hours of defrosting and hours of headaches. Samsung is in the middle of a lawsuit about this very known issue and are no help on the phone. Absolute junk! I will never support Samsung again because of the junk appliances they put their name on. Save yourself a lot of stress and try a different brand. Do your research if you don’t believe me.”

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Posted 4 years ago

“If you want a Samsung product dont buy direct 100% waste of time ordered a £700 tablet waited 2 weeks for the delivery date chased them for an update to be told it was on back order and couldn't give a delivery date would not use them or recommend support is little to no help a Indian call center working off a basic script and could not provide any information on the order worst company to order tech from hands down.”

Helpful Report

Posted 4 years ago

“I am a big advocate of buying Samsung electronics that's all I have in my house I made the mistake and bought a Samsung refrigerator thinking I love Samsung why would I not start buying Samsung appliances and now I have it serviced probably about four times and every time the guy comes he tells me that I should just throw the refrigerator out I'm not impressed with the appliance end of Samsung my refrigerator freezes every month and I have to defrost it and take all my food outs and put it into coolers so it does not spoil I'm very sad to say that I will probably not going to buy another Samsung appliance in my life it was supposed to be a really nice refrigerator stainless steel with the bottom freezer on it and it takes a lot to defrost this thing out I've paid over $400 and watching the guys come and fix it so I can learn how to fix it myself I've done in a few times except when I do it I have to take everything out and leave the refrigerator sit for 3 days working defrost this is not cool I love Samsung until I own one of their appliances”

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Posted 4 years ago

“I wish I could give them negative stars because 1 star is way too much. I bought my Samsung cell phone from Xfinity. When I tried to redeem the $100 rebate it was a nightmare. Called them a dozen times; they were either non-English speaking or call was disconnected. When I went to their site to order products for the $100 it gave me a higher price, almost double. After a lot of wasted phone calls and emails I ordered the products as one agent assured me they would escalate the issue and prices would be adjusted. I never received the products & got charged $115 on my credit card. Disputed the charge... Samsung fought back and denied the charge back. I don't know what to do next. It's ridiculous to overpay for something I didn't receive. Samsung customer service is a joke. Never again will I buy any of their products!”

Helpful Report

Posted 4 years ago

“The worst experience I have ever had!!!!! There is no support!!! It is a gimmick!! Several times I have tried to call get transferred to Korea can't speak to a UK assistant!! Use the excuse of working from home and cut your call!!! Several times I've tried to chase my order and they say can't recognise or not eligible and when quering the cut the phone off!!! Even though they have taken my money!!!! When I had received my order it was left in the garden in plane sight for anybody to take!!!!!! Not received any of the gifts I was eligible for!!!!!! The staff you do speak to are so unhelpful and illiterate a script!!! The company is pathetic!!!!!! Very DISAPPOINTED!!!!!! SHOULD NEVER HAVE CHANGED MY PROVIDER AND STUCK WITH CAREPHONE AS NEVER HAD SUCH BAD CUSTOMER SERVICE FROM THEM!!!! HONESTLY DON'T GET INTRIGUED BY THEIR DEALS AS THEY ARE FALSE AND END UP TAKING MIRE MONEY FROM YOUR ACCOUNT AND WHEN QUERYING IT THEY READ A SCRIPT AND NOT ANSWER YOUR QUESTIONS!!!!”

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Posted 4 years ago

“wanted a receipt(which was on the phone non accessable due to phone screen being damaged) for a non warranty repair my phone screen was damaged which wouldve cost £279 odd the denied to fix the phone stating it was stolen, i asked them to check my warranty registration against my name, address, email, to which they were like u can buy a new phone🤨 are u stupid Samsung its the latest phone Note 20 diabolical service am going back to a apple phones sam stung me horrible company.”

Helpful Report

Posted 4 years ago

“OK So I have a 65 inch tv that was bought about 2 years ago with vertical lines otherwise it is perfect. It was out of waranty and I no longer had the reciept. So we decided to try and fix it ourselves read about the issue which is all over the internet and it said bad t-con board we have model UN65NU6900FXZA . So we ordered a motherboard for it $100 no big thinking that the t-con board was intergrated in the motherboard. well it did nothing so we put the old one back and tried re seating all the ribbon cords etc. still nothing. So I reached out to samsung the the facebook guy Nick was very nice walked me through all the stuff I had already done I told him what we had done to try and fix it he said I needed to go to the samsung tech line and that they would help me. I called them and explained everything we had done and they walked me through the same steps as nick and went in remotley and we found out that they could not see the lines from the inside they were on the screen only . I remind you here that we had told the tec everything that was done to try and fix it before reaching out to them for help ! So then the tec says ok we will pay for a one time parts and labor to fix your tv ! At this point I am thinking wow samsung realy does care about their customers !!! So the guy comes out and he's like Oh I cant fix this tv its been opened I am like what they knew that I told them over and over nope cant touch it ! Ok fine guy leaves I call samsung and Manuel The case managment guy tells me exact words "The Way it was Organized the work still should have been done" So I am thinking great they are still going honnor their word! Then I get a text from samsung saying they will not be able to complete the repair BECAUSE THE TV WAS OPENED! OMG to me this says they were looking for an excuse not to do the repair ! Why even tell me they would Why waste all of our time!!!! it is obviously a problem with their hardware as in it sucks a $1000.00 tv cant even last 2 years I feel taken advantage of they could have just said oh I am sorry you tried to fix it we cant help you and saved all of us a whole week of our time not to mention I who loved my samsung phone will not be doing business with them again ! And I will tell everyone who will listen !!”

Helpful Report

Posted 4 years ago

“Do not buy your phones directly from samsung! If I could give Samsung a 0 star review I would. Yes their phones are superior, but their customer service has me almost switching to Apple. I ordered a new phone through the website with the promise of a trade in deal. The rules for trade in were to 1. "factory reset it", 2. make sure its not "blacklisted" 3. It has to power on/off and be in working condition then send your phone back within 15 days after you receive the new one. When I received my new phone, there were no directions on how to complete the trade in, none. I had to dig around on the internet to figure it out. Then, they received my old phone that I factory reset, and they said it didn't meet the standards because I didn't reset my pass code. This was not listed anywhere on the website, and I was not aware this was even a step. I reset my phone and assumed that when it prompted me to set up the phone (like it was a new phone) that was it. I didn't want to set the phone back up after factory resetting it. Now I am out $278 because their trade in process is a scam. I could have went through Verizon and actually saved some money. Do not buy your phones directly from samsung!”

Helpful Report

Posted 4 years ago

“Samsung is a big disappointment. I have been a Samsung customer all my life and I most definitely is moving to Apple. The customer service is non existent and they do not care about customers. I bought a Samsung Note 20 Ultra less than 5 months ago and the phone is not working. The phone freezes every two seconds and Samsung says the only resolution is to get it repaired. This says one thing - THEY ARE SELLING DEFECTIVE PHONES - BEWARE AND DO NOT SUPPORT SAMSUNG. - No one will entertain replacing the phone when it has no physical damage - I have to take it to the store and have them change the parts in the phone. Why is this fair to ANYONE who buys a brand new phone!!!! this company is a scam and a complete disappointment. I will never buy another Samsung.”

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Posted 4 years ago

“I ordered a new phone from them and did the trade in of my current phone. I opened a chat with a representative who assisted me in the purchase/return. I informed them that the back of my phone had a crack and they stated that was fine as long as it wasn't on the front. So, I proceeded with the trade-in. I received my new phone and then an email from Samsung saying that my return was not acceptable and they provided me with the form to initiate a return of my phone. So, the next day I filled out the form. Waited...waited...waited...finally months later I contacted them about the status of my phone being returned. They said that it was beyond the date and that I didn't fill out the form so I would not be receiving my phone back (or the credit for the phone). I continued sending them emails stating that I had ALREADY filled this out and their response each time is a reply with a blank body in the email. Their customer service is AWFUL. I really wanted to get a new phone for my husband but will now be going elsewhere.”

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Posted 4 years ago

“If I could give them a negative 100 I would. I bought a new phone through the website. They sent me a used phone with scratches all over it. I sent the phone back right away. They will not call Verizon and let them know I returned the phone so Verizon is still charging me. The agents are less than worthless. I have called them 10 times and each time the supervisor is busy on other calls and I should call Verizon they do not have the tools to remove the item from Verizon. I have been a loyal samsung customer for 20 years. As soon as I get the phone I don't have paid off I am going straight to IPhone. Beware !!!!!”

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Posted 4 years ago

“It's taken me 4 months of hearing "I'll call you back" and still phone is fucked and no one is helping. Most pathetic customer service in the world. Would not recommend at all and have been with then for 16 years. Also will be taking my whole company across to Apple including 12 phones and 12 laptops. Have had enough of chasing up a resolution”

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Posted 4 years ago

“Hello I want to buy samsung product from samsung shop app. I call customer care many time about it but there is no proper reply. Finaly i buy product but there is some problem in payment option and next day company increase product valyu and also dicrease discount on the same product. Now finaly i reject samsung product and go for other brand. My bad experiance and totaly waste my time in buying product.”

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Posted 4 years ago

“Never buy their TVs the volume doesn’t work they tell me they are waiting for an update to fix and the next time I’m told get a repair person and pay for the repair Do yourself a favor buy another brand. Worst purchase ever and worse customer service”

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Posted 4 years ago

“Terrible service, bought new flip phone and flip causes screen to be damaged, Samsung expects me to go without a phone for 5 days or drive to another state to fix it, this is not a option when it's their product that's is faulty, I'm not goin out of my way or without a phone”

Helpful Report

Posted 4 years ago

Samsung is rated 1.2 based on 4,591 reviews