Samsung Reviews

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

1.2 Rating 4,594 Reviews

5 %

of reviewers recommend Samsung

Company Reviews

Questions

Metrics

1.2

Based on 4,594 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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Anonymous

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."

Kf799345

Donald C Smith

Sudheer Saini

475

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 bought a 70inch TV in Jan 29. Picture is not clear, very splotchy. After 2.5 weeks I noticed a blue line across the screen. I missed BestBuy 15day return period so I called Samsung on the 30th day. They offered to fix or replace the TV for $692 in a form of an “ecoupon” to use at Samsung.com. They cant pay the exact full amount $749.99 they said the TV has depreciated. I agreed than sit with a defective TV. They assured me the replacement TV will arrive before the bad TV is picked up. To make the long story short, TV got picked up without a replacement. Samsung apologized for the wrong info. They promised once the TV is picked up refund is issued in 24-48 hrs. I had numerous calls with Samsung 1.5 weeks later no refund still. Overall bad experience,bad TV,bad customer service. They're sorry but not really :(”

Samsung 1 star review on 26th March 2021

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Posted 4 years ago

“Recently got 65 7 series TV.I just press hard on screen .screen broke ..Got small lines while running tv.After 2 days TV stop working .It was on warranty but samsung support team refused to repair.”

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Posted 4 years ago

“Waiting on a phone that I ordered over a week ago. I think it is crazy that we spend these outrageous prices on their phones and they can't even make sure it's delivered on time. The customer service does nothing to help you. They only make empty promises. Its so sad that this is coming from a company that makes incredible phones! I will never order directly through you again though. EVER!”

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Posted 4 years ago

“Horrible from start to finish. You purchase and nightmare starts. The website is terrible. Sluggish and pain to navigate. The delivery is awful. No way to track properly. No way to understand where it is. AGS website would give you status like to be delivered yesterday.”

Helpful Report

Posted 4 years ago

“We've bought a Samsung refrigerator/freezer 11 months ago. A month ago my freezer compartment stopped working. I've reached out to Samsung since we're still under the 1 year warranty. They've tried to tell me I wasn't covered any longer. I bought it April 8, 2020. It's only March 2021. I asked them to do the math. An hour on the phone with Samsung customer service as he was typing up the report only for him to tell me to contact the store I bought it from. I told him I did and they referred me to Samsung as we're still covered under the 1 year. He asked me to provide receipt, which I did. It has all the information of my purchased and when item was to be delivered. He than asked if he can see the payment method I used to pay for this. The email confirmation I have shows my order and that it was paid. It didn’t reference how I paid for it, cash/credit etc… What does it matter how I’ve paid? I’VE PAID and item was delivered! An hour and half into the call he finally put in a ticket to have service come out. Upon waiting for the service, I had multiple phone calls from their service center to confirm my appointment. How many times do they actually need to confirm the appointment after I said yes the first time?! A week later, the first tech arrived. He looked at my unit and simple just told me, they will need to have another tech come out here. So now I'm waiting another 2 weeks! As of yesterday, the second tech came out, looked at the unit, stated it was damaged upon delivery because something inside broke and it would’ve only happened upon transporting the unit. He supposedly did what he called a "repair" and told me to contact Samsung the next day if the unit isn't working. Of course the next morning I contacted service and told them the issue, they than transferred me to Samsung. Spoke to someone at Samsung, and as of now I'm asking for a refund or exchange. Was on the phone with him for a good 45 mins as he was typing up the report only for him to tell me the service dept needs to update the ticket. He tried calling service as I remained on hold for another 15 mins and came back and told me the lines busy he can't get through. So he asked me to call them since he can't do anything until the tickets been updated. So I called service dept, got through in less than 5 mins, asked them to update the ticket as advised from Samsung. The rep updated the ticket and told me I can call Samsung back now. I called Samsung back and told them ticket has been updated, but of course this time got another rep, Jonathan, who was pretty rude and not understanding at all. He pulled up my ticket and said he needs to call service dept to confirm. Comes back and tells me they will need to send another tech out here to service my unit. At this point I've lost my patience. I've been out of a freezer for a month, my foods are spoiled, I have multiple kids who relay on this unit. He was trying to argue with me and wouldn't even let me get a word in. I had to asked him if I can please finish explaining my concern. Of course he didn't seem to care at all as to what I was trying to express, he just referred me back to service dept to schedule an appt. I asked to speak to a manager he said he'll put in a request to have a supervisor contact me back within the next 48 hrs. So I called service dept AGAIN for 3rd time TODAY to schedule an appt. I explained to the service dept what's been going on, but of course all they can say is "sorry" because I'm sure that's what they think I want to hear. I need more than an apology at this point. I need an exchange or a refund. Of course they can't do that for me since the service tech didn't notate that the unit isn't repairable. I than asked, what did the tech notate on the report? To my surprised this was the report, "Customer refuse repair and will contact Samsung." This frustrated me even more since I'VE NEVER REFUSED THE REPAIR! I had asked him prior to him leaving my home did he attempt to repair it. He said yes! I'm beyond upset at the lack of service and how hard it is to just get my unit repaired, exchanged or refunded. I'm now waiting on another tech to come out NEXT WEEK. Who knows if this will even get repaired. Are they just waiting of my warranty to expire on April 7th? Does Samsung even understand my frustration? I would not recommend Samsung appliance at all. Defected from the start and worst customer service I've ever had to dealt with. NEVER will I ever buy another Samsung appliance ever again!”

Helpful Report

Posted 4 years ago

“They have false advertising on their website and even in their emails. They offer $250 in credits when buying their new S21 phones, but when you go to check-out, they do not provide the full $250. I have forwarded screenshots and have spoken with numerous customer service reps. They state that they cannot do anything except forward the information to their website engineers. After a month and numerous calls, it is still not addressed, and the price of the accessories changes constantly. In addition, in the email messages I receive from customer service, there is a code for an additional $50 off, which does not work. I was told by customer service that it expired in January, but is an automatic response in their emails that they have no control over. How does a big tech company like Samsung operate this way!”

Samsung 1 star review on 25th March 2021

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Posted 4 years ago

“I bought a Samasung Fold one phone from South Korea laag year.As there was a small line on the fold able screen and eternal batter run down i took it to Samsung authorized store in Seoul and got them to inspect.They wanted $500 to replace the screen and battery,which i paid and they did it.But to my sheer dismay and surprise one side of the phone stop working in the foldable screen. As i traveled back to Srilanka i took it to Authorized agents service centre.It was shocking that they were asking for $1300 to replace the screen.When it was informed to place where i replaced the screen in Seoul ,they wanted me to bring it over there.I wonder for what reason they give an international warranty.Its rather shocking after paying the premium price and also after that additional amount how Samsung treat their Premium products customers. I WONDER WHAT SAMSUNG GOT TO SAY.”

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Posted 4 years ago

“Purchased a Samsung TV from a store in kolkata. We were sold an old used unit. The product code on TV did not match the code on the box. The dealer refuses to replace. Repeated mails to Samsung goes unanswered. Extremely disappointed. Will henceforth be shunning all their products.”

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Posted 4 years ago

“the dishwasher pours water all over the floor. Not able to buy the rubber seal but can purchase a new door for over $200.00. Also the fridge icemaker never works either. We purchased all new appliances, 2 tv's and 2 phones on your reputation for quality and service. WHAT HAPPENED SAMSUNG. The dishwasher is in the dumpster,possibly the fridge too.”

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Posted 4 years ago

“Just spent 2 hours on the phone with every phone extension. I ordered a microwave and xpo called for delivery setup and that is when the pain began. First xpo was trying to deliver to a wrong address, then they cancelled my delivery, then told to talk to Samsung and was transferred to 4 different extensions to be told sorry wrong department, please hold! Still waiting for my microwave.”

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Posted 4 years ago

“Stephanie case manager was very rude and unhelpful. They want to charge someone for a fixture more then what a new TV would cost sad. I didn't even have the TV for a full year. I will never again buy a Samsung product again. What a rip off. I would have gave a zero if there was the option. Poor customer service.”

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Posted 4 years ago

“Oh my God!!! Their delivery dates are terrible. Ordered my phone on the 14th and have not even Received it. And then they delay it even more. This is despicable.”

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Posted 4 years ago

“Called the help line promised a call back nothing they just dont care I just looked at all the one star reviews will never buy a samsung product again”

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Posted 4 years ago

“My buy one get one free Samsung Galaxy Buds + got super glitched and came out to $166 so I talked with a rep through chat and they said that they would offer me a $80 refund so that I would go through with the order and not back out. Went through with the purchase and after a confirmation of delivery was told to chat again to receive the $80 refund, did that, and 2 days later got DENIED my $80 refund. Went ahead and called and their chat rep told me that they would escalate the ticket to take care of it and NOT TO WORRY. 5 days later got no response and no follow up email. Called again another chat rep basically told me the same thing and that the first call in is still pending and PROMISED me that I would get the $80 refund, so now I have 4 people telling me that I would get a $80 refund. 2 days later no response no follow up. I called again about the tickets and the person read the past tickets saying they got denied because my "screenshots" were unclear and that they couldn't price match because these specific buds are no longer available. So returning today for a full refund. Long story short, Samsung Customer service will say anything to get you to buy their product but won't follow up or even honor their word. I get their Customer service probably has no power and the final say comes from the Sales department, but it just feels like I've been lied to all for $80 in a span of two weeks.”

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Posted 4 years ago

“What a terrible company to deal with. They always say the real test of customer service is when something goes wrong and it has. The very expensive (between £1500 and £2000) fridge freezer (bells and whistles - fizzy water, filtered cooled water, ice etc) we bought broke down irreparably within the warranty period. We were contacted by the 'Alternative Resolution Team (ART). This is accurately named but I rashly thought it meant they WOULD resolve problems I now of course can see this was very short-sighted of me. Of course 'alternative 'to' resolution team' is exactly what I got. Firstly despite the fact that their repair men had spent months if not years failing to mend the many faults with the fridge they insisted on all sorts of proof that we had bought the machine in the first place. This done we were offered, when we chased, a replacement fridge freezer with two options. Within a very short time I chose and we were assured this would be done in a matter of days with collection of the old, and a warranty which could be extended for 5 years for free etc etc. Jolly well done Samsung - but no! It turns out this is no more than a ruse to 'fob off' the unhappy camper. Following the number of days and more and still nothing I emailed again. This time I was told how sorry they were but the fridge freezer we chose was out of stock. I went online and surprise surprise companies such as John Lewis and AO appliances to name but two had the very same ready for quick delivery. I emailed ART again giving them a screenshot and amount and asked for a refund. Yes all going well but then again nothing more happened. They I received the email. I could received the whole refund but they insist firstly on collecting the old machine. There is no information in the email about how I provide my bank details etc. I telephoned. A migraine later and a wasted 1 1/2 hours - I am not exaggerating - I was left where I started. I would need to arrange collection, no they could not tell me when, then wait up to 10-14 later for a refund with no appliance whatsoever. They cannot give you a date for collection and another department has to deal with the refund. I said in no uncertain terms this was unacceptable. Who lives now with no fridge freezer for goodness sake. Whilst I was on the phone I looked at Samsung.com and put in the serial number of the appliance they said was unavailable. There is was bold as brass on sale and able to be delivered in 4 days but with no collection option. If they do not collect they will not provide a new one. Catch 22 again. I was so worn down by now that I said in an email find arrange refund. I then received a further email stating that the refund would not be the amount as agreed but the amount I paid for the appliance with a deduction for time used! A complete uturn. I absolutely do NOT recommend Samsung who it turns out have every intention of making it as difficult as possible for their customer, and indeed I have been a very good one in recent years. This is an end to all of that. The 'We will not provide a resolution team' are useless and the manager only repeated what they said we cannot use an appliance on our own website to provide Resolution. I note the returns process is reviewed as being 'could be better' I rather think 'couldn't be worse'. I tried to make a formal complaint and they couldn't even lodge that! I have communicated by email and telephone and indeed tried the chat which failed to work.”

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Posted 4 years ago

“It's totally unacceptable to keep customers on hold for over an hour. It's also totally unacceptable to led customers to believe you have a live chat agent when its so totally apparent you're actually dealing with a Bot. I made the terrible mistake of buying from Samsung directly, but I will never, ever make this mistake again. I've also had Galaxy phones from generation zero to 20, but this support experience has really soured me and I think I may switch to a different manufacturer for my next upgrade. SAMSUNG SUPPORT SUCKS!!!!”

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Posted 4 years ago

“bastards sell me a air-conditioner and they send people to install the wrong one now they tell me my invoice is incorrect. bloody crooks. also they cover installation now i hear its only R2000 of the installation. useless bastards. i still bought a bloody samsung fold 2. will return to iphone and make sure we will never support samsung again for as long as i live.”

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Posted 4 years ago

“Worst customer service in the business. 2+ hours on the phone just to try to get my trade in phone back. 2 months, if the goal is to never do business with your company because how unhealthy your company makes me feel, objective met.”

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Posted 4 years ago

“I bought a weld 75 in in November the tv went bad in January they just picked the tv up in March no refund yet /horrible service and the broke my fan when they came for the tv so I haven’t had a tv for2 months ...I don’t recommend this company or product”

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Posted 4 years ago

“The worst customer service. I've never had a problem with the products, but the customer service is 0 stars. It's obviously contracted out of India. Not only do they not know how to speak English, but they have no idea what "cancel an order", or "change delivery date" means... it is extremely frustrating and a complete waste of time.”

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Posted 4 years ago

Samsung is rated 1.2 based on 4,594 reviews