SamsungReviews 1,381

Samsung customer service is awful! Ever since i installed an update on my Note5, its been doing weird things. Verizon is my carrier, and said they couldnt do anything but trade my Note5 for a new one. I told them that if the updates are messing up my current Note5, won't I have an issue with a new one. It seems so bc it will have the same updates. I called samsung. I was connected to customer service in the Philippines. The first time calling, I told the rep a list of things that my phone was doing also thst my phone was synced to my samsung tablet and causing it to do weird things as well. I asked him how they could resolve my issue and he didnt respond. He had hung up on me. I called again. I told this rep what had happened on my previous call and asked for a manager. The rep said that he was the one that took my 1st call. FYI... He used a different name both times. He told me that he didnt hang up on me. I responded by telling him that he was lying and have witnesses that heard the whole conversation. Also, I have an app that records all conversations. I demanded to speak to someone in charge. He put me on hold. Do you want to guess what happened? Oh yeah, after holding for 20 minutes, he hung up on me again. I finally got a different rep on the 4th try. I told him my problem phone and also about being hung up on. He connected me with a manager. The manager said he would call me back on another phone in 5 minutes, and help me troubleshoot my phone. He never called back. Im absolutely livid! I have samsung electronics and appliances, and have always purchased samsung bc I thought their products were reliable. Now I realize that if there's a problem with one of their products, I'm on my own. CUSTOMER SERVICE SUCKS!

Bought Note 8 online from Samsung Direct. Go to FedEx to pick up. Open the box immediately (on site) and the phone is not in the box. Instantly report this to the FedEx agent who just took my signature. She says that there is nothing that she can do and tells me to call an 800 number. I call the police and have them come to the site to file a report.

I get home and call Samsung. Samsung tells me that it is not their problem and that I should file a claim with FedEx. I tell them that it is their problem because my agreement was with them and they chose FedEx. The tell me that they will open an investigation that will take 1-2 months.

A week has now gone by and I have not even heard from Samsung. Every time a call and ask to speak with a supervisor I get left on hold forever. I told them I was disputing the charge with AMEX and they threatened me with further delaying their investigation if I did this. (I did anyway)

Samsung Direct could care less about you once they get their money. Do not order from them. They are thieves.

I bought a phone from their website instead of from amazon because they had "1 day shipping". The day after the order is confirmed, I try to ask customer service about what's going on - they start by telling me that shipping takes 7-10 days.
1. That's a clear contradiction.
2. I asked them to at least cancel the order since it was THEIR fault that I was misinformed. They refuse.
3. It took me an hour to get this information out of their customer service - their customer service representatives are probably robots with fixed responses.

Overall: I would NOT buy from the samsung website. Amazon is the way to go.

Works OK, poor battery life though. I got an extremely power pack to charge it regularly. Android OS updated automatically to the latest version.

I am trying to get a repair on a Galaxy Express 3 which has a screen that has started flashing bright white in a seizure educing fashion. I've been sent back and forth had 3 different ticket numbers and they keep asking me to send a copy of the proof of purchase which apparently they don't process and then they close the ticket for not receiving it. My records show I've emailed it twice as directed and instead of being able to reopen a ticket and verify immediately if they get the receipt they make me wait on hold for 20 minutes while they create a brand new ticket, then assure me I'll get a call back after they process the receipt which they never do.

Update, they did EVENTUALLY replace the phone, but only after weeks of stress and complaining.

Horrible experience! I ordered a TV from Samsung.com and used their financing. I immediately received an order confirmation, but it was crickets for three weeks afterward. I checked the status on-line and it continued to say "processing". The third week, I called and was told that it was likely backordered but they could not provide a date that it would be available. After we hung up, I checked in the status on-line again, and viola, it now shows "backordered". That night I went to BestBuy, purchased and brought home a better TV for the same type of pricing deal. The next day, I call to tell them that I want to cancel the order. You can't cancel it. I was told to wait until it ships and refuse delivery of it. This is all between Cyber-Monday and the week before Christmas. The next day, I get a notice to call the shipper to schedule delivery. I call them to tell them that I'm refusing the order. About a week later, the mount is delivered and I return it.

Afterward, I hear crickets. Now on Feb 14, I get a notice from the financer that my payment is late. I call Samsung to ask why it hasn't been credited. They tell me that the mount has been returned and a refund issued. The TV was received by the warehouse on Jan 9, but not other refund action was taken. It apparently took my call to initiate the action for a refund. Then I'm told it will take 2-3 weeks before the refund is processed (very slow computers, I guess). After that I call the financer to let them know. They tell me that it may take 3-4 MONTHS before they get notice of the refund from Samsung. In the meantime, I need to make the monthly payments or it will affect my credit score. And once the refund is processed, they will refund the money I've made on the payments.

What a cluster! This doesn't even remotely resemble an internet business experience.

14 months after purchasing my Samsung S7 cellular phone, the phone started to bubble. It never charged correctly and I purchased the wireless phone charger. I had a Life Proof cover on the phone. A few weeks ago I took the cover off to clean and the phone split down the whole left side. I went to Verizon where I purchased the phone. They said they have never seen anything like this and there was nothing they could do since I did not have a warranty and it was two months past the one year warranty coverage. They said I will have to buy a new phone (I still had $200 left to pay on this one) or contact Samsung. I e-mailed Samsung Technical Support and sent pictures explaining the situation. Samsung said I would have to send them my phone, they would inspect, let me know how much it would cost and once repaired (if possible) send it back. Total time without my phone could take up to 12-14 days. I am a new small business owner and can not be without my phone. Verizon was not willing to give me a loaner. Today I went to Best Buy to see about investing in another phone. They took one look at my phone and said my battery had exploded and potentially could catch on fire. I was appalled because I had just returned from a trip and to think my phone could have caught on fire on the airplane was awful. I am very reluctant of working with Samsung or Verizon in the future.

PURCHASED THIS ITEM 08/2015 WITHIN ONE YEAR IT STARTED DRIPPING WATER FROM THE ICEMAKER THAN IT STARTED MAKING ICE OFF AND ON WHEN IT WANTED TO. CALL SUPPORT WAS TOLD TO RESET ICEMAKER AFTER 2 DAYS IT MADE ONE CUP OF ICE AT A TIME FOR A WHILE THAN STOPPED. CALL FOR SERVICE AND FOUND ICE BALL AROUND ICEMAKER AND AUGER MOTOR PACKED WITH ICE. ICEMAKER AND AUGER REPLACED.
WHY WOULD YOU PUT A PRODUCT LIKE THIS ON THE MARKET. I HATE THIS REFRIGERATOR I FEEL LIKE I GAVE AWAY $2600. I HAVE SAMSUNG CELL, TV AND WAS GOING TO BUY A RANGE BUT I AM DONE WITH SAMSUNG. WHEN I PAST BY YOUR PRODUCTS IN STORE, I CRINGE. I WOULD LIKE TO SET THAT REFRIGERATOR ON THE SIDE OF THE ROAD FOR TRASH PICKUP. SOMEONE KNEW THIS REFRIGERATOR'S ICEMAKER WAS A PROBLEM BUT YOU STILL PUT IT ON THE MARKET HOW CAN I EVER TRUST SAMSUNG AGAIN. I HATE THIS REFRIGERTOR!

This phone failed to charge fully, the contacts app crashed for months taking the phone app down with it, it will not connect to my home PC via the USB cord (my Moto-X 2nd G has no problem), it pairs with but but will not stay connected to my 2 year old car's sound system, and it will not connect to my Martian Watch. Spent countless hours with Samsung tech services. They cannot fix it. They also refuse to let me return it for violating the implied warranty of fitness for a particular purpose. Every time I ask, they suddenly pretend they can't hear me. I HATE this rotten phone and Samsung for their scofflaw attitude regarding the implied warranty.

First let me say I like Samsung products. I ordered a note 8 using the financing option throughTD bank and had nothing but problems and Samsung blamed it on TD bank and TD bank said it was Samsung. I was advised to cancel my orders which I did twice and ordered a 3rd time with the same issue. No response after 4 days of emailing customer service not to mention calling customer service. I finally cancelled the 3rd order and I'm going to buy it someplace else.

Home Depot-Samsung THIEVES. How I got robbed - bought a combo washer-dryer, after deliver (~1wk) noticed a noise when using the washer (see video). Called Home Depot-Samsung back and forth, a serviceman came out to take a look, but did not see anything. A week went by and the noise was there - serviceman this time moved the machine and noticed a large dent in back right corner (from or during delivery) and said only fix is a replacement. So, still waiting (by the way machines were delivered on Nov. 04, so 2 months and counting). Thank you and happy holidays to you as well Home Depot-Samsung THIEVES. So negative 5 stars, nice service... sorry video is too large to upload.

I ordered a Galaxy note 8 from Samsung direct on the first week of September 2017, and received it on the second week of September 2017. A day after, I found a better deal with T-mobile (the buy one get one promotion), I got two Galaxy note 8 from T-mobile. I called Samsung- Direct customer service right away, and asked for a return label. They filed my request and assured me that the return label will be sent by email within the two business days. I didnt receive shipment label as promised. After so many phone calls finally I got it after two months. I placed the phone and accessories plus the wireless charger and SD card to its original boxes, took it to FedEx for shipment. I bought a filler to protect phone from damage by my own money from FedEx. Phone was finally returned, and I become happy. After ten days or so, I got an email from Samsung and it tells my return was not successful. I called the customer support, they said, the phone is damaged. I explained my return process to them, that I handover undamaged phone to FedEx, that I bought a filler from my own money to protect it from damages. Customer Support said, we will process your refund, and our team will contact the carrier to claim to damage. But that was not the end. At the end of November, FedEx delivery person knocked the door, he had the phone back to me. I refused to receive the package, because I was not willing to wait another sixty days to get another label, or I may even got none. I called Samsung direct again, and got the same answer "we are going to process your return and refund". On 12/8/2017 I contacted Samsung again to ask the status, they said the phone is rejected again and on its way back to me. They didn't provide more information on that. They are stealing customers's money. Be Aware Guys!

Horrible policies and customer service. I wish I had read these reviews before I ordered. I ordered a smartwatch on November 25th as a Christmas present. Read the policy that it was 30 day return so I wasn't worried. Turns out it is a 15 day return policy from the date you receive it, and then you have another 15 days to send the item back, and be charged a 15% restocking fee. Since it was a Christmas present, my husband didn't see it till December 25th. He didn't like the style. Bas I cannot return or exchange this item because I am out of the window to o return, even as a Christmas present. I am stuck with an item my husband doesn't like and am out $275. Customer service was rude, lied, and just repeated the policy over and over. Supervisor was nice but couldn't do a thing. I wrote to corporate and they wrote back with the same robotic answer that I can't return because I'm past the 15 days. Worst company to shop for ever. I will never buy from them again.

I bought a Samsung Chromebook on Dec. 16, directly from Samsung.com as a Christmas gift. The shipping information said I would receive it within 2-5 business days. I received a confirmation email that the order was placed and that I would be notified when it shipped. A week later I had not heard anything and contacted them. I was told I would receive a tracking number when it shipped but they could not tell me when that would happen even though the money had already been charged to my card. I called again a couple days ago and was told by the rep that I would be getting a tracking number at the beginning of the week, which is Christmas week, but she was obviously just reading from a script and not being truthful. She kept giving me vague responses when I challenged her and kept saying beginning of the week. I asked for a refund and was told I cannot get a refund because the order has already been sent to the warehouse. Now it is a couple days after Christmas and I still have not received an email or anything letting me know when this will ship. This has been awful customer service and poor communication. I have purchased Samsung phones from other retailers, but I will never purchase on the Samsung site again. There is no excuse for this kind of low quality customer experience!