Business Profile

Wholesale Electronic Supplies

Samsung Electronics America Inc.

Headquarters

Complaints

This profile includes complaints for Samsung Electronics America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15,112 total complaints in the last 3 years.
4,679 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Samsung Galaxy fold 6, that is only 5 months old. I have a 1 year warranty, I contacted 3 different customer service reps online and they all told me the break on my phone was covered under warranty. I sent my phone in to **** ****** St, DFW Airport, TX 7526###-###-#### Samsung official repair center. I just opened my phone and it broke down the center on the fold, the most common problem. They changed there mind and told me its now 600 dollars to fix? They said the frame was damaged, yes when i opened the phone it broke I did nothing. I went to a Samsung dealer near me and they told me they cant fix my phone under warranty because of water. So I am being lied to and Samsung if making false claims so they dont have to honor my warranty. 2000 dollars for this phone and a year warranty and they told me it was covered but when they got it they changed there mind. Really frustrating, a multi billion dollar company will not honor the warranty and repair my phone. I am not a rich person I cant understand why I am being treated like this.
Initial Complaint
Date:06/17/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a Buds 3 pro directly from samsung that was delivered 2/25/25. The charger case stop charging my earbuds, and I was told by samsung representative to schedule with ubreakifix authorize repair facility. When I went there 6/5/25, Steven at uBreakifix inspected it and verify no physical nor liquid damage, but he could not update on the samsung website to let samsung know that the inspection/repair has been performed by them, so I was told to contact samsung again. So when I did contact Samsung, they told me to send to the samsung repair facility, and I so I sent the cradle/charger case and the 2 earbuds to them on 6/6/25, in which they received it on 6/10/25. Then the samsung warranty repair facility said that they will not warranty because of liquid damage. I have not exposed the cradle/charger case, nor the earbuds to any liquid, and even ubreakifix facility verified it just before it was sent to samsung for warranty. I asked for verification of liquid damage but the samsung repair facility was not able show proof. I am very ***et at the cradle/earbuds only lasting a few months, and samsung not warrantying their product, and wanting me to pay $177 for repair/replacement of the cradle!
Business Response
Date: 07/03/2025
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ***** complaint related to his Samsung Galaxy Buds3 Pro. Our records show the agent assigned to the claim spoke with Mr. *** on 6/19/25 as well as corresponded with him via email to discuss the case. Our records further show the agent offered Mr. *** a free of charge repair on the buds (covering the liquid damage) as a one-time courtesy and Mr. *** accepted the offer. The agent submitted a service request and provided Mr. *** with a *** shipping label to send the phone in to our service center for the repair. If Mr. *** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our customer may have experienced with this case.
Customer Answer
Date: 07/06/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ***
Initial Complaint
Date:06/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reached out to ******* and Samsung customer service about my Flip 5 screen cracking where the phone folds. I was told there's nothing that can be done except to put a claim in to insurance. They won't stand behind their product that has known issues. Their contracted repair shop said they won't fix them anymore because Samsung isn't reimbursing for repairs. The screen cracking in the crease is a known defect and the consumer shouldn't have to pay the penalty. Same issue happened with my Flip 3 which ******* replaced. Coincidentally it makes it just past the warranty period.
Business Response
Date: 07/02/2025
Thank you for contacting Samsung Electronics America, Inc.
We appreciate the opportunity to respond to your inquiry. Samsung has reviewed
*** ******* complaint related to his Samsung Galaxy Z Flip 5
phone. Our records show the agent assigned to the claim spoke with *** ***** on 6/24/25 as well as corresponded with him via email
to discuss the case. Our records further show as a one-time warranty exception,
the agent offered *** ***** a free-of charge mail-in repair but
he declined the offer. Please be advised *** ******* phone is no
longer within its one-year manufacturer’s warranty and as such, it does not
qualify for any accommodations. Regrettably, outside of our mail-in repair
offer, there are no other accommodations for this claim. If *** ***** has any other
concerns, please have him contact our agent directly for further assistance. Thank
you for contacting Samsung Electronics America, Inc.
Customer Answer
Date: 07/02/2025

Complaint: ********

I am rejecting this response because:
The phone is defective. The screen is broken in the crease from normal use. Mailing in and going without a phone for up to two weeks and if it was lost then could be for an undetermined amount of time is not a reasonable solution. I understand there's a 1 year manufacturer warranty but the phone is defective and breaking due to the design and the consumer shouldn't be responsible for repairing or replacing.

Regards,

****** *****
Business Response
Date: 07/08/2025
Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry. Upon further review of *** ******* complaint, Samsung believes in building quality products, and we apologize for not meeting his expectations. However, as stated in our initial response, *** *****'s phone is over a year old, is out of its one-year manufacturer’s warranty and due to the age, it does not qualify for any accommodations; the cost of any out-of-warranty repairs would be at his expense. Samsung's decision related to *** ******* phone remains the same. Regrettably, outside of our offer of a free of charge repair as a one-time warranty exception, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc.
Initial Complaint
Date:06/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought refrigerator in April and it broke in May. They refuse to fix or refund or replace item. They have lied, tried to distract and been extremely rude. My fridge had been broken over 2 weeks. They just keep saying to wait.
Business Response
Date: 07/01/2025
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed *** ********* complaint related to her Samsung refrigerator. Our records show the agent assigned to the claim spoke with *** ******* as well as corresponded with her via email via email to discuss the case. Our records further show the agent offered *** ******* a refund for the refrigerator and she accepted the offer. The agent submitted a refund request of $1,165.72 and advised *** ******* to hold on to the refrigerator until the refund process is completed. Once the refund is approved, *** ******* should receive a link from ******** (via email/SMS message) requesting her to select her preferred payment method (check, Direct Deposit, Instant Pay or Zelle) to issue the refund for the refrigerator. If *** ******* has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our customer may have experienced with this case.
Customer Answer
Date: 07/04/2025

Complaint: ********

I am rejecting this response
It's now been over 1 month of trying to get help from Samsung for a defective appliance. After receiving this message from BBB they said they would submit the case for a refund. Then sent a denied case text with no reasons or follow up. The case is simple. The refrigerator completely stopped working for no reason 1 month after purchase and professional hook up. They refuse to do anything about it. I've had to purchase another refrigerator and restock my food supplies and I'm out over 1500 dollars. With a broken fridge still sitting in the middle of my kitchen. They will not uphold the warranty as stated.

Regards,

Lacey Navolio
Business Response
Date: 07/08/2025
Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry. Upon further review of *** ********* complaint, our records show the agent assigned to the claim corresponded with her via email today, 7/08/25 to discuss the case. Our records further show the agent advised *** ******* that the refund for the refrigerator is still pending approval and they will notify her once it has been approved. Please be advised that Samsung's refund policy requires that *** ******* hold onto the refrigerator until the refund process is completed. If *** ******* has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc., we apologize for any inconvenience our customer may have experienced with this case.
Initial Complaint
Date:06/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The battery on my Samsung S22 mobile phone is swollen and pushing the back cover off. Called Samsung and they advised to stop using the phone immediately due to safety reasons and asked me to send the phone to them for repairs (they sent me a prepaid box). They advised that the phone was just out of warranty but, because of the serious nature of the battery, they will fix it under warranty. Now they have sent me a bill for $107.00 to fix the phone.
There are numerous reports on the internet about this battery issue with Samsung phones and it poses a severe risk to users.
Business Response
Date: 07/01/2025
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed *** *********** complaint related to his Samsung Galaxy S22 phone. Our records show the agent assigned to the claim spoke with *** ********* on 6/13/25 as well as corresponded with him via email to discuss the case. Our records further show the agent is monitoring the progress of the repair and will keep *** ********* updated once more information becomes available. If *** ********* has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our customer may have experienced with this case.
Customer Answer
Date: 07/01/2025

Complaint: ********

I am rejecting this response because:
As of today, July 1, 2025 I have not received my phone. Despite numerous emails and phone calls to Samsung I still do not know the status of my phone.
Someone from the "Office of the President" sent me an email on June 18th reassuring me that my case was given priority but when I tried to call her or email her I get no response.
Here is the content of the email I received on June 18th:
"Good afternoon* *****
I hope this message finds you well.
We’ve been attempting to reach you regarding your case with the CEO’s office.
We sincerely apologize for the delay you’ve experienced with repair request #*********** Please be assured that the case has been internally escalated for priority handling.
We will keep you updated as soon as we receive further information. Thank you for your continued patience.

Best regards,

Anyelina R. | Extra Care
Samsung Electronics America, Inc.
*** ************ ***** allow prompt to request ext. ****** *** ************ *

I have called her number on three occasions, sent three emails but got no answer or response from Angelina. I also called the Customer Service/Repair Center several times but no one could tell me when my phone will be repaired and sent back to me. This is absolutely ridiculous for a company as large as Samsung and it is causing me issues since I depend on my phone for work.

Regards,

**** *********
Business Response
Date: 07/07/2025
Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry. Upon further review of *** *********’s complaint, our records show that the phone has been repaired and is in the process of being shipped; reference *** tracking # ****************** to the address on file. If *** ********* has any other concerns, please have him contact the agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America, Inc., we apologize for any inconvenience our customer may have experienced with this case.
Initial Complaint
Date:06/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Samsung tv in november2024 which failed in 6 months. I have been trying to get a refund but they require the tv back. The tv has been sitting here waiting for them to pick it up. The first time they tried to set up a date was the middle of the day. 2 weeks later they did the exact same thing. Scheduled middle of day again which I told them I was not available. They owe me more than $1700.00 dollars. Please help.
Business Response
Date: 06/30/2025
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to
your inquiry. Samsung has reviewed *** ************ complaint
related to his Samsung television. Our
records show the agent assigned to the claim corresponded with *** ********** via SMS
to discuss the case. Our records further show the television was picked up and on 6/26/25, a refund check in
the amount of $1,907.99 was issued
to *** **********. Please allow 7-10
business days for the **** to deliver
the check to the address on file. If *** ********** has any other concerns, please have him
contact our agent directly for further assistance. Thank you for contacting Samsung Electronics
America, Inc. We apologize for any
inconvenience our customers may have experienced with this case.
Customer Answer
Date: 06/30/2025

Complaint: ********

I am rejecting this response because:

I have not received anything. This refund process was started the end of May. The process for "approval" of the refund took several weeks and 3 or 4 different people from Samsung, then another 3 weeks for them to come get a TV that lasted less than 6 months. Now another 7 to 10 days to get the 1700.00 a silent on unreliable TV. So no i don't accept their reply.

Regards,

**** **********
Business Response
Date: 07/08/2025
Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry. Upon further review of *** **********’ complaint, our records show he is still within the 7-10 business days for **** to deliver the refund check to the address on file. If *** ********** has any other concerns, please have him contact the agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America, Inc., we apologize for any inconvenience our customers may have experienced with this case.
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I traded-in my tablet to get a discount on a new Samsung tablet. However, the samaung tablet was not up to my standards so I returned the tablet. I received my refund just fine. However, samsung will not give me my trade-in back or give me the $400 promo code they promised. I opened multiple cases and they keep saying someone will get back to me. It has been over a month. My first case is ********* and my follow up case is *********. The agent said they will try and get someone to send me $400 promo code instead of giving my trade-in back but i keep waiting and no one reaches out.
Business Response
Date: 06/27/2025
Thank
you for contacting Samsung Electronics America, Inc. We appreciate the
opportunity to respond to your inquiry. Samsung has reviewed *** ****** complaint
related to his Samsung.com order. eCommerce has advised the agent assigned to
the claim spoke with *** **** as
well as corresponded with him via email to discuss the case. eCommerce has
further advised the agent assisted *** **** with
this issue and resolved the matter. If *** **** has
any other concerns, please have him contact the eCommerce agent directly for
further assistance. Thank you for contacting Samsung Electronics America, Inc.
We apologize for any inconvenience our customer may have experienced with this
case
Customer Answer
Date: 07/02/2025

Complaint: ********

I am rejecting this response because:

There is a case ********* that i emailed about that did not get resolved yet. Once that is resolved I will come back and accept that samsung did their part.

Regards,

****** ****
Business Response
Date: 07/08/2025
Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry. Upon further review of *** ****'s complaint, eCommerce has advised the agent assigned to the claim corresponded with him on 7/03/25 via email to discuss Case #********** eCommerce has further advised the agent assisted *** **** with this issue and resolved the matter; a "promo code of $400.00 has been approved and an email notification with code details has been sent to your email address on file. You will be able to redeem this code when placing your next order on Samsung.com/US or Shop Samsung app." If *** **** has any other concerns, please have him contact the eCommerce agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc., we apologize for any inconvenience our customer may have experienced with this case.
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Samsung Washer at my Local Lowes Store in March of 2021 I have been having
an issue with the washer the last 3 months when it goes to spin it fires up these codes saying
its out of balance and then it goes back through the cycle again causing more water to try and
balance. I spoke with Samsung this morning and they are telling me that its out of Warranty
The washing machine is just 4 years old and they told me I would have to call a Samsung Repair
Center. I called ***** **** ** ********** SC and they advised me that it would be $120.00
to just come out and look at the issue and $140.00 an hour to work on it plus parts.
The part from Samsung for 4 shocks is $85.00 now the total is up to $345.00
I pulled up on You TUbe that this series of washer has an issue with the Shocks wearing out
My complaint is that there should be more than a one year warranty on something like this
when they know they have an issue. I have two other friends that have purchased this product
One is only 2 years old and is doing the same thing and my other friend is 5 years old and
it is doing the same thing. For what you pay for these high tech washing machines it should last
more than four years when online they state that this washer has a life of 15 years or more.
The Model for this washer is *********** All I want is my washer fixed and should not be charged for it with them knowing that they have an issue with. The motor has a 20 year warranty on it. So to me warranties are over stated and the MFg should stand behind there product
Business Response
Date: 06/26/2025
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed *** ********** complaint related his Samsung washer. Our records show the agent assigned to the claim spoke with *** ******** on 6/11/25 to discuss the case. Our records further show the agent explained to *** ******** that the washer is out-of-warranty and offered to set up an out-of-warranty repair (at his expense) but he declined the offer. Please be advised that *** ********'s washer is over 5 years old, is out of its one-year manufacturer’s warranty and due to the age, it does not qualify for any accommodations; the cost of any out-of-warranty repairs would be at his expense. Regrettably, outside of our offer to set up an out-of-warranty repair, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc.
Customer Answer
Date: 07/01/2025

Complaint* ********

I am rejecting this response because:

Regards,

**** ********
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Issue: I mailed in my Samsung Galaxy S22 Ultra for repair on May 15, 2025, and paid $312 for a screen, battery, and bezel replacement. As of June 9, I have received no meaningful updates. The online repair status has said "Under Inspection" for nearly a month.

I have followed up with Samsung multiple times via phone and email. I was told verbally that my case was escalated, but I never received written confirmation. After emailing the Samsung CEO, I was contacted by a representative named Amber on June 5. She promised a follow-up within two business days, which never occurred. I followed up again on June 7, and still received no reply.

It has now been nearly a month, and I have no idea where my phone is or whether it is being repaired. I believe my device has been lost or mishandled.

Resolution Sought:
I am requesting one of the following:

- A full refund of the $312 I paid and compensation of lost device, or return of original device

- A replacement Galaxy S22 Ultra

- Immediate completion of the repair with written confirmation and overnight return shipping

Samsung’s lack of communication and failure to deliver service after taking payment is unacceptable. I would like prompt resolution through this complaint.

Repair number: **********
Business Response
Date: 06/26/2025
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed *** ******* complaint related to his Samsung Galaxy S22 Ultra phone. Samsung believes in building quality products, and we apologize for not meeting *** ******* expectations. However, our records show *** ******* phone repaired on 6/10/25, shipped back on 6/11/25 via ***; reference *** tracking # ****************** and delivered on 6/14/25 to the address on file. If *** ***** has any other concerns, please have him contact the agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our customer may have experienced with this case.
Customer Answer
Date: 06/30/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

******* *****
Initial Complaint
Date:06/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Samsung is not taking responsibility for sending out items with missing parts. I purchased a washer that is missing the shipping bolts, and I purchased the pedestal separately and that is missing the leg brackets and guide covers as well as the manual.

Samsung is not willing to send out the missing parts and advised me to return them, but they are outside the return window. I was not aware that these parts were supposed to come with the purchase until after.
Business Response
Date: 06/25/2025
Thank you for contacting Samsung Electronics America, Inc.
We appreciate the opportunity to respond to your inquiry. Samsung has reviewed *** **** complaint related to the racks for his Samsung washer. Our records
show the agent assigned to the claim corresponded with *** ** via email to
discuss the case. Our records further show the agent obtained the
part number for the missing pedestal components and requested *** ** confirm
his current address to proceed with shipping. With regards to the shipping
bolts, we regret to inform *** ** that we are unable to provide him with these
bolts. Per our Parts Team, these components are not required for the intended
use of the washer, and if they were not included, they were likely discarded
during installation. If *** ** has any other concerns, please have him
contact our agent directly for further assistance. Thank you for contacting
Samsung Electronics America, Inc.
Customer Answer
Date: 07/03/2025

Complaint: ********

I am rejecting this response because:
The shipping bolts are supposed to be included with the purchase of a new washer. They are an essential part of the equipment in order to transport the washer if I need to move addresses. The bolts prevent internal damage during transportation.
It does not matter if the bolts are not part of normal operation. They are still supposed to be included for the customer. I did not request Samsung's installer to throw them away.

Regards,

***** **
Business Response
Date: 07/07/2025
Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry. Upon further review of *** **’s complaint, our records show the agent assigned to the claim corresponded with him via email on 7/02/25 and again on 7/03/25 to discuss the case. Our records further show the agent advised *** ** to disregard their previous email and informed him that they submitted a request for the missing bolts. The agent advised *** ** that the bolts were shipped and provided him with *** tracking # 1***************** to track the package. If *** ** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc., we apologize for any inconvenience our customer may have experienced with this case.

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