Complaints

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

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• 

  Samsung Electronics America Inc.

  85 Challenger Rd Fl 7 Ridgefield Pk, NJ 07660-2118

  
• 

  Samsung Electronics America Inc.

  40 Seaview Dr Secaucus, NJ 07094

  
• 

  Samsung Electronics America Inc.

  356 Center Point Blvd. North Augusta, SC 29861

• 

  Samsung Electronics America Inc

  2800 Wells Branch Pkwy Austin, TX 78728

• 

  Samsung Electronics Non Cell Phone

  8115 Sw 165th Ave Beaverton, OR 97007

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:05/26/2025

  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 have already sent this same phone off for the screen not working at all. Than they send it back and it has little spots in my phone through samsung care. Now im having a problem with my phone alot of overheating and it gets really hot for no reason. They want me to send it again I dont have another phone. They won't help me with a backup phone or send me a replacement. I also called repair shops and they told me to ask for a replacement due to the issues. ***** is helping me except they want me to send it again im not happy with the results at all. I paid a good amount for this phone and it hasn't been good at all

  Business Response

  Date: 06/10/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ******* complaint related to her Samsung phone.  Our records show the agent assigned to the claim spoke with Ms. ***** on 5/27/25 as well as corresponded with her via email to discuss the case.  Our records further show the agent offered to set up service for the phone and Ms. ***** accepted the offer.  The agent submitted a service request and provided Ms. ***** with a *** shipping label to send the phone to our service center for repair.  If Ms. ***** 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: 06/10/2025

  [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,
  
  Jodyanne Shove

• Initial Complaint

  Date:05/26/2025

  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 warranty is over, so I know that you are not going to do anything, but I just want to say that four years for a refrigerator is absolute nonsense.Mine is beeping believing that the door is open when it isn't, and the ice maker suddenly doesn't work.I am a single person who barely. It's at home. This refrigerator has barely been used. The lack of quality is completely outrageous. Two hundred or two hundred and fifty ********** the diagnostic fee for a samsung to come out?And find out what's wrong with it, that makes me really angry.I won't pay it. I would rather donate this refrigerator to the mission who will fix it and give it to a needy person. I'm going to purchase a reliable unit for ********* samsung phone is acting up too. It has been since the day I got it.Eight hundred dollars for this phone, and it has lots of ************ are a multibillion dollar company. Do better.

  Business Response

  Date: 06/11/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ******** complaint related to his Samsung refrigerator and phone. Our records show the agent assigned to the claim spoke with Ms. ******* as well as corresponded her via email to discuss the case. Our records further show the agent offered Ms. ******* repair with parts coverage only, and she accepted the offer. The agent submitted a service request and a Samsung authorized servicer attempted to contacted Ms. ******* to schedule the repair. With regard to the phone, the agent offered Ms. ******* mail-in repair service and provided her with a shipping E-Label to send her device to our service center for repair. If Ms. ******* has any other concerns,please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  Date:05/25/2025

  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.

  We purchased a washer dryer combo from ***** May 20 24 since February 2025 we have been having problems with the machine. We have Samsung multiple times have multiple ticket numbers people have been to the house four times so service washer and dryer and it still does not work we have called and spoke to three different people recently who keeps promising that in 24 hours we will get contacted yet no one calls us back to set up any appointments.

  Business Response

  Date: 06/10/2025

  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 washer/dryer combo.  Our records show the agent assigned to the claim spoke with Mr. ****** briefly on 5/29/25 to discuss the case.  Our records further show Mr. ****** informed the agent that he has a warranty through ******, and he will reach out to them directly for further assistance with the washer/dryer.  ************* 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.

• Initial Complaint

  Date:05/24/2025

  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.

  March 2021 ice maker started freezing up - stopped working in 2022 March 2025 main fridge stopped cooling Called Samsung and they offered to send a local company out, but was asked for an up front service fee

  Business Response

  Date: 06/10/2025

  Thank you for contacting Samsung Electronics America,****  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ******* complaint related to her Samsung refrigerator.  Our records show the agent assigned to the claim correspond with Ms. ****** via email to discuss the case.  Our records further show the agent explained to Ms. ****** that the refrigerator is out-of-warranty and offered the option to set up an out-of-warranty repair (at her expense) or a $300.00 eCoupon, but she declined the offers.  Please be advised that Ms. ******* refrigerator is over 9 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for a refund accommodation.  Regrettably,outside of one of the aforementioned offers, there are no other accommodations for this claim. Thank you for contacting Samsung Electronics America, ****

• Initial Complaint

  Date:05/24/2025

  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 dishwasher on June 30, 2024. It has a 1 year warranty. 1 week ago it stopped working and gave a error message. I contacted samsung and they sent a technician out. The technician did not have the right part and said they would have to reschedule to fix. he told me but you are all good it is a heating censer so it is covered under the warranty. 2 days went by and no one contacted me about rescheduling so I called them. They called me back the next day and said it is not covered under the warranty due to infestation. i asked what that meant and they said it would be rats , mice , termites. I do not have any of those things. The technician did not say any of that they just don't want to fix it. because my warranty is almost up.

  Business Response

  Date: 06/10/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ******** complaint related to her Samsung dishwasher.  Our records show the agent assigned to the claim spoke with Ms. ****** on 5/27/25 to discuss the case.  Our records further show the agent explained to Ms. ****** that the technician deemed the dishwasher with infestation and as such, was unable to proceed with the repair.  The agent further explained to Ms. ****** that before they can set up service again for the dishwasher, she will need to provide a work order from a certified exterminator confirming that the infestation has been addressed but she disconnected the call.  Please be advised that infestation can cause many intermittent issues and continued failure of the product and any type of infestation (insects/rodents) entering the unit resulting physical damage and unfortunately, this type of damage is not covered under Samsung's warranty.  Regrettably, due to the dishwasher being deemed with infestation, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  Date:05/24/2025

  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 stoves burners randomly surge from low to high heat, making it unsafe and unusable. When a ********** finally came, performed only a visual inspection while following instructions from someone on the phone. He even brought out a heat gun that wasnt working, yet he still reported to Samsung that he had tested the burners and confirmed they were working correctly. That never happened, and his false report caused my repair tickets to keep getting canceled without my knowledge.For over three months, I was given false promises that another ********** would be scheduled, but no one ever called me back. I received confusing emails, departments calling with no knowledge of the issue, and endless runaround. Eventually, after nearly four months, a second ********** arrived. His explanation made no sense. He claimed the range was a commercial unit and required specific pots and pans. He also said that if the burner k*** was on the * in *ow, the heat would stay low but if it was on the * in *ow, it could surge to high heat. He left without doing anything further no diagnosis, no resolution Then one of my main burners completely stopped working. I contacted Samsung again, hoping that now I would finally get some real help. But the phone call led nowhere it felt like I was back to square 1. So I started asking questions to see what information Samsung even had: what notes were on file, what the **********s had actually reported, and whether they could even explain the issue Ive been reporting all along. Thats when I discovered the extent of the false information in their system. I explained this clearly to the representative, but instead of offering a solution, she offered to send yet another **********. I agreed one final time out of desperation, and she promised the service center would contact me in 12 business days to schedule the visit.Its been over a week, no one has called. I'm right back in the same cycle of broken promises and misinformation.

  Business Response

  Date: 06/10/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ****** complaint related to his Samsung oven. Our records show the agent assigned to the claim spoke with Mr. ***** as well as corresponded with him via email and SMS text message to discuss the case. Our records further show the agent offered Mr. ***** a refund for the oven and he accepted the offer. The agent submitted a refund request of $987.24 for approval and once approved, Mr. ***** should receive a link from ******** requesting he selects his preferred payment method to retrieve the funds. If Mr. ***** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our customer may have experienced with this case. Thank you for contacting Samsung Electronics America, ****

• Initial Complaint

  Date:05/24/2025

  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 brand-new Samsung QN75QN800CFXZA TV from Best Buy three weeks ago.On first power-on, I noticed dark blotches under the screen. It is clearly a panel-level defect.I contacted Samsung chat support to request warranty service, but they refused to honor the 1-year manufacturer warranty.The *** claimed the issue was cosmetic damage, despite me explaining it affects display performance and appeared out of the box.I am requesting a full panel ***lacement or unit exchange under the manufacturers limited warranty.

  Business Response

  Date: 06/10/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ***** complaint related to his Samsung television. Our records show the agent assigned to the claim spoke with Mr. **** as well as corresponded with him via email to discuss the case. Our records further show the agent again submitted an in-warranty service request and a Samsung authorized servicer contact Mr. **** to schedule the repair. If Mr. **** has any other concerns, please have him contact our agent directly for further assistance.Thank you for contacting for contacting Samsung Electronics America, **** We apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  Date:05/23/2025

  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.

  We purchased a Samsung Bespoke 30 CF refrigerator (model # RF30BB660012AA) from Lowes Home improvement on 10/8/23. It catastrophically failed on 5/8/25, determined by a Samsung certified repairman on 5/15/25. It has a "Sealed System Failure" known to Samsung that cannot be fixed and the units are still being sold. After several phone calls across several departments, much time away from work and effort to get the unit replaced, we have no refrigerator while this is being settled and do not have the funds to buy another one at this value. Samsung is only willing to tentatively reimburse the cost of the refrigerator. Samsung ticket # **********. They want us to agree to a tentative offer that they say can change up until final approval. So, we would be agreeing with some unknown amount that Samsung can decide after we sign off on it. They could decide to give us nothing. We are seeking reimbursement for the cost of the refrigerator ($1899.05), Lowes protection Plan ($234.97), Delivery fee ($29.00), Cost of lost food in excess of Samsung's standard $300, Disposal fee (or unit pick up), and costs for meals we had to eat away from our home. In total, to make this right, we are looking to be reimbursed in the amount of $3263.02. I think this is reasonable due to the time we have taken away from work to initiate phone calls, find alternative ways to store cold foods, and frustration with a process that should be very easy if the company was interested in good customer service and making quality products.

  Business Response

  Date: 06/10/2025

  Thank you for contacting
  Samsung Electronics America, Inc.  We
  appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. Osborne’s complaint related
  to his Samsung refrigerator.  Our records
  show the agent assigned to the claim spoke with Mr. and Mrs. Osborne as well as
  corresponded with them via email to discuss the case.  Our records further show the agent offered Mrs. Osborne an exchange
  accommodation, and she accepted the offer. The agent submitted a service order and
  advised Mrs. Osborne to hold on to the unit until receiving
  further instruction. If Mr. or Mrs. Osborne have any other concerns, please have them contact our
  agent directly for further assistance. Thank
  you for contacting Samsung Electronics America, Inc. We apologize for any
  inconveniences our customer may have experienced with this case.

  Customer Answer

  Date: 06/19/2025

  
  
  Complaint: 23372211
  
  
  
  I am rejecting this response because:
  
  We are currently in contact with our Samsung representative.
  We are hoping for a resolve but have been given false information on multiple
  occasions. In response to this agent’s BBB post, Samsung failed to follow
  through with the exchange accommodation. Being without an essential appliance
  has taken a toll on our physical and financial health. The amount of hours
  spent in communication with Samsung and the bait and switch that has taken
  place multiple times has taken a toll on our mental health. After multiple
  unsuccessful attempts of trying to find a mutually beneficial resolution we
  were forced to settle for the offer of exchange of a refrigerator with a known
  failure of the Twin Cooling System. Due to no fault on our part, Samsung reneged
  on the exchange due to their internal policies and constraints.  On average, approximately 48 hours goes by before
  they advise us their latest resolve is now voided. Each time they have failed
  to follow through with their resolution. After all these weeks, we are still
  without a refrigerator. 
  
  
  
  
  
  Regards,
  
  
  
  James Osborne Ii

  Business Response

  Date: 06/25/2025

  Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. Osborne II’s complaint, Samsung believes in building quality products, and we apologize for not meeting his expectations.  However, our records show the agent assigned to the claim spoke with Mrs. Osborne on 6/16/25 and explained to her that the trucking company does not deliver in her area and as such, the exchange request was cancelled.  Our records further show the agent offered Mrs. Osborne a price match eCoupon refund in lieu of the exchange and she accepted the offer.  The agent submitted an eCoupon refund request and on 6/19/25, refund coupon L*****S4BR in the amount of $3,360.00 was sent to the phone number (406-625-3195) and email address ([email protected]) on file for the refrigerator.  If Mr. Osborne 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.

• Initial Complaint

  Date:05/23/2025

  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.

  Warranty claim/repair.Attempted to get my phone repaired however the internal system you guys used is showing imei differing from the imei displayed on the device. However both imei numbers correspond to the same phoneI am seeking compensation for my 6 hours of time being wasted today 5/22/25 At 100$/hr

  Business Response

  Date: 06/09/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. ******* complaint related to his Samsung Galaxy phone. Our records show the agent assigned to the claim corresponded with Mr. ****** via email to discuss the case. Our records further show the agent offered to set up service for the phone, but Mr. ****** advised he was traveling for work and will connect back upon his return. Please have Mr. ****** contact our agent directly once he is ready to proceed with this claim. Thank you for contacting Samsung Electronics America, ****  We apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  Date:05/23/2025

  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 have tried to have the Ice Maker in my Samsung fridge rf23m8070sr fixed multiple times over the last few years (and finally broke down and bought an external ice maker. ) Based on Samsungs service boards this seems to be a product defect. I have contacted Samsung to try and resolve issue - once in 2022 (when I gave up and bought the external ice maker) and again now and have not heard back from them re a resolution.

  Business Response

  Date: 06/09/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ******* complaint related to her Samsung refrigerator.  Our records show the agent assigned to the claim spoke with Ms. ****** on 5/27/25 as well as corresponded with her via email to discuss the case.  Our records further show the agent offered for Ms. ****** a free of charge repair on the refrigerator's icemaker only and she accepted the offer.  The agent submitted a service request, but it was cancelled due to Ms. ****** advising the agent that she will be out of town on the day of the scheduled repair on the icemaker.  ************ 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: 07/01/2025

  
  Complaint: 23371077
  
  I am rejecting this response because:
  
  

  This issue with Samsung is not resolved.  

  Samsung was going to send someone out for the repair but scheduled them while I was away and so she told me to reach out when I got back.  I did that but have not heard back from them.

  I would appreciate your opinion on next steps. TIA

  ******

  
  Regards,
  
  ****** ******

  Business Response

  Date: 07/02/2025

  Thank you for contacting Samsung Electronics America, Inc.We appreciate the opportunity to follow up on your inquiry. Upon further review of Ms. ******* complaint, our records show the agent created a new service request and a Samsung authorize servicer will contact Ms. ****** to schedule the repair [reference service tkt #: **********]. If Ms. ****** 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 inconveniences our customer may have experienced with this case.