"I recently bought a Samsung s9 plus online directly from Samsung. After 10 days I reported a fault through their email system online. They advised me to carry out a number of things to the phone to see if it helped. It didn't so after emails unanswered I firstly took the phone to a Samsung shop in Manchester who tested the phone. Baring in mind this is a 70 mile round trip for me. The shop staff where great but said they were a different franchise to the online samsung. After doing the checks they said it was a microphone fault. So I rang the number on their website. I spoke to the technician who said it was a software issue and one they were working on to be fixed but had no date when that would be. I was struggling to use the s9 plus phone as conversations were cutting out so I said the phone wasn't fit for purpose. He gave me another number for a refund. They refused to give me a refund at first because I had the phone over 28 days even though I had reported this fault after 10 days I received it. They said as I had reported to the technician and not the shop it was a mute subject about receiving a refund. I told them I used the email on their website and if they sent it to different departments it wasn't my fault. After numerous conversations and arguments they agreed to refund. I couldn't even understand what they were saying most of the time even though they were friendly. Samsung DO NOT abide by the UK consumer act so it became very difficult. They wanted to take the phone apart after I sent it to them to fix it. I refused as it was a brand new phone which was £900 over 24 months. They refused to send a replacement. Eventually some 6 week later they finally agreed the refund. It was returned immediately as per their instructions and was told that the refund would be given 5 working days after they receive the phone in their warehouse and had been checked for damage. I've now waited almost 2 weeks after I sent the phone back with no refund received. Although yesterday I received an email to say they were delivering another phone to me.???This morning I rang them to ask why I was being sent another phone. They asked me to refuse the parcel on delivery which I did. Now they are again refusing to give me a refund even though they have had my phone for 2 weeks because this new phone which I havent even had has to be received and checked in the warehouse again. Its disgusting. Everyone in the UK needs to be made aware of what Samsung are doing. Apparently we have no rights because it was bought online. I am making a stand to never buy another Samsung product EVER. "
"I only rated this review 1 star because there was not a minus category. I preordered a Samsung S9 and set it up under Samsung financing. When I received the S9, I sent in my trade in phone, Samsung S6, which was in mint condition appearance wise as well as performance. I had kept it in a very expensive protective case at all times. When I took it out to mail it back it looked like a brand new phone. After I made my first payment, I received an e-mail from Samsung saying that my phone did not meet the trade in requirements because the display was nonfunctional and they were going to add an additional $275 to my bill. BS!!! I immediately called and talked to a woman at Samsung who said her office was in Toronto, Canada. She gave me a ticket number and told me I would be getting a call back in the next couple of days. Instead I got another e-mail this morning telling me they were still going to add $275 back to my account and sent me pictures of the charger port and the speaker holes (why???). I sent the charger back with the phone so there should not have been any problem with it working. I did notice they did not send me a photo of a broken or nonfunctioning display which they claimed was the problem. I tried to send a complaint via e-mail to their support department, but it would not accept my e-mail. I made several attempts but Samsung shuts you down. I have proof my phone was working perfectly the day I sent it in. I told them to send my phone back and I would be more than happy to send the S9 back, but they refuse to do so. They know they are corrupt. This should not be allowed. I will contact the FTC and the Attorney General's office about this. Samsung engages in deceptive business practices. Anyone up for a class action lawsuit?????"
"Samsung delivery is slower tortoise run."
"I decided to trade in my S7 on what appeared to be a great offer, but they ended up charging me $375 of the $400 offer after the fact, citing the condition of the phone. I was told during an online chat that the phone needed to be in mint condition, which were not the terms I agreed to. I am done with Samsung products on the principle of them backtracking on the offer we agreed to."
"I purchased a new Samsung 75 inch Television from Best Buy. I was delivered on Wed, and was flickering on and off by Friday. I contacted Customer support and they were going to send a tech to look at it. He cancelled and rescheduled for the next day. Customer service called me back to ask why I cancelled, I DID NOT!!! They told me the soonest they could see me was next week. I had already taken a half day from work with the reschedule and I refused to do it again. A brand new TV had broken down, they cancelled an appt that I had to take a day off of work for and they refused to make it right. I asked if they could come and pick up the TV and reimburse me, that was silly I new the answer to that already, but I thought I would ask. I have never dealt with a worse customer service dept than Samsung. I will never buy another product from them, but a big company like Samsung can really care less about customer service."
"Ordered 2 headphones on holiday sale in December. Never received them. Called first time they said were backordered. One month later called again they said backordered and I received an email notifying me of delay. Third time I called, which is more than 2 months later, they said the items were never shipped because of fraud detection due to my credit card. But PayPal and my American Express credit card showed the amount was deducted and Samsung is saying I used a fraudulent card?? I suspect they didn't want to honor the deal because they mistakenly underpriced the headphones. What a terrible buying experience from a global company with world class products. Will never buy anothe Samsung!"
"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."
"Ordered a TV 12 Daus ago. Said backordered bit would be shipped to us in 7-10 days. 12 days out, and 4 calls later still on back order. Here's the real problem though...I can't even cancel the orrer!!! Customer service is saying the option to cancel is gone!!! Whatever that means? They said the only thing I can do is wait until the shipping company calls, and tell them I refuse the shipment!! This is absolutely crazy as the item is still on back order, and they don't even know when it may come in! I am beside myself with the ignorance of their entire operation!!! The left hand can't work with the right hand! They said they have no way of contacting the warehouse except by email, and the only ones who can cancel the order is the warehouse!!! This is unbelievable!"
"I order 2 Tab E for Xmas gifts on December 3rd. They were buy one get one free. I received one of them on Dec 21st was wondering where the second one was. Called Samsung they stated the second one would be coming after January 3rd. The billed the full amount right away. I'm going to file a complaint with FTC."
"Two orders placed for Christmas, and they screwed both of them up. One order never shipped, even though they said it was in stock. Calling customer support proved to be pointless, alli they could tell me was that the item was backordered (again, the website said it was in stock), but not when it would ship. The second item shipped, according to Samsung, although the carrier claims they never received it. "
"Disgusting experience!!!! I hate their customer service and never would be recommended to anyone!!
I returned to them item,order D96UDB08R, they received item 21th November and I never received my money back!!!! ORDER TOTAL
$216.49
Are they stealing money from their customers!? It is
incomprehensibly in the US!!"
"Order was placed on Dec 7 with pay with expedited shipping and after two weeks, they still haven't ship out my order. Item show in-stock and available for purchase online at Samsung.com and when I call customer service and I was told my order should be ship out soon. It amazed me how bad their customer service are for a large brand and company like Samsung. Will never order from them again."
"Would give negative stars if I could and am thinking of hiring attorneys against them. purchased a phone and a few accessories and after a week decided to return all since I wasn't too satisfied with the phone, initiated return on website and used the provided shipping labels and on the website it only says one item has been returned so I emailed them twice and one representative says all the items are confirmed returned and another says only one is. I purchased through Samsung finance and the balance is still on there after 4 months and I have been charged substantial fees for refusing to pay for something i rightfully returned with the promise of a refund, also getting sent letters from collection agencies of possible litigations, and my credit history is being reflected very negatively because of them! I have been constantly emailing them with no help whatsoever and rudeness. This is by far the worst customer service in existence! Do not order any products off samsung website or any of their products in general since a company with such disregard for customer service is not worthy of any profit!"
"Samsung products are always good but their customer service is not even satisfying .
Latest is i bought a Galaxy Note 8 on 24th of this month via Samsung online shop & delivery suppose to be next day.
I emailed them but didn't get response.
Today is 29th, i went on live chat waited a long time when i was 1st in a queue page appears saying sorry all operators are busy, then i called waited 37 minutes & no response so while waiting i tried live chat again & by chance i get chance to chat.
The lady on the chat confirms me that tomorrow on 30th of November i am definitely getting my delivery.
After an hour i received a email from Samsung saying i can not receive my order before 5th of December as they are busy.
If they are busy it's not my problem as they advertised on the web next day delivery but taking 11 days."
"Ordered a note 8 AT&T version because of the 360 camera for free promotion and used samsung financing which i was approved for and used at the checkout.
The order said confirmed the shipping method was expedite.I waited and waited and waited and the status did not change after a week and even after reaching out online to costumer service.Only after one agent looking into it further said the payment need to be updated.WHAT?? Whats the point of using their freaking financing plan?? All of the sudden came to find out that the there was an issue with the payment AND THE PURCHASE WAS FRAUD FAILED eventho i was approved and had the samsung financing account number and limit and the order would have to be cancelled and re submitted after 24-48 hours!! So i lost the 230$ worth promotion that it came with because it had already ended when i placed the order and NO ONE reached out to me or emailed me or anything to take care of it.So i emailed the costumer team responsible for orders and they emailed me back saying it was the bank who would not allow them to place an authorized hold on the account.Well i called the bank and found out that the issue was with samsung,i checked the credit account online and there was a pending transaction of 1028$ and also contacted the bank and the said thats what they see as well and that there is no issue on their end but they charge whatever comes through samsung.SUCH A FREAKING LIAR!!THANKS A LOT FOR LOSING THAT CHANCE AND NOT BEING HONEST ABOUT BUT BLAMING THE OTHER PARTY!! RIDICULOUS! I WAS BEING PLAYED LIKE A PING PONG BALL BACK AND FORTH AND NOTHING IN THE END.PLEASE DO NOT ORDER ANYTHING FROM SAMSUNG.COM ITS A FRAUD AND ONLY A FRAUD.FIRST THEY LURE WITH THEIR FINANCING PLANS AND AND YOU WONT EVEN BE ABLE TO PURCHASE ANYTHING EVENTHO YOU WILL HAVE A HARD CREDIT INQUIRY WHICH IS ABSOLUTE FOR NO FREAKING REASON!!!! COSTUMER SERVICE DO NOT KNOW ****,ITS CRAZY THAT I WAS ABLE TO FIND OUT ON MY OWN THAN AFTER TALKING TO MANY AGENTS."