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 Appliance

  42902 Executive Drive Troy, MI 48085

• 

  SAMSUNG Telecommunications America, Inc.

  1301 East Lookout Drive Richardson, TX 75082

• 

  Samsung

  356 Centre Pointe Blvd Simpsonville, SC 29681

• 

  Samsung

  14500 Faa Blvd Fort Worth, TX 76155

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:05/23/2025

  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.

• Initial Complaint

  Date:05/23/2025

  Type:Sales and Advertising 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.

  My buds 3 pro right bud stop charging and I sent it to samsung. They want to charge me $177 for a repair even when I had them for 30 days. I looked online alot of ****** off customers had the same exact issue so this is a manufacturing defect stop ripping your customers off.

  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 Mr. ********* complaint related to his Samsung Buds. Our records show the agent assigned to the claim made multiple attempts to contact Mr. ******** by phone and via email to discuss the case but has been unsuccessful in reaching him. Our records further show the agent left Mr. ******** voice messages and followed up the calls with an email with their contact information.  *************** still needs assistance with the buds, please have him either return the agents call or reply to the email in order to proceed with the claim. Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconveniences our customer may have experienced with this case.

• Initial Complaint

  Date:05/23/2025

  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.

  Samsung is denying the warranty for a product that is clearly under warranty. Trying to say that cosmetic issues are cause for a known failure of the device

  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 Mr. ********* complaint related to his Samsung phone.  Our records show the agent assigned to the claim spoke with Mr. ******* on 5/26/25 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 covering the physical damage on the phone as a one-time courtesy and he accepted the offer.  The agent updated the service request submitted prior to us receiving Mr. ********* BBB complaint as a free of charge repair and notified the service center to proceed with the repair.  Our records show Mr. ********* phone repaired, shipped back on 6/03/25 via **** reference *** tracking # 1Z54V84A0222073905 and delivered on 6/05/25 to the address on file.  ************** 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: 06/09/2025

  [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: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 brand new washer and dryer set in late November of 2024. The set was delivered one piece in December and the other in January 2025. We noticed vibration issues with the washer. We checked the level of the washer many times. We tried reinforcing our floor to ensure no vibration was coming from there, we then added anti-vibration pads. Nothing worked so we opened a claim with Samsung (unit was purchased from Best Buy who said anything past 30 days needs to be manufacturer warranty). We have had 6 repair visits to the house and unfortunately the issue continues to get worse! The washer also continues to take on scratches and dents from the work. The washer can be heard from outside the house and sounds like a jackhammer. It is clearly experiencing major issues, we have sent multiple videos to the warranty contacts. On the last visit they replaced part of the drum and the bearing. After that was done there was again increased noise. The repair technician wanted to replace the dampeners which have already been replaced and checked twice. Every failed repair results in the closing the ticket. We have to call back and start with a new ticket each time. There is no way to escalate the case or talk to a manager. We have had multiple visits cancelled or moved without or knowledge or consent. I'm told this is likely a tactic because the service company does not get paid on repeat repairs so they don't want to come. I fear this is a tactic to get us outside of the 6 month warranty period. I have no faith this machine will last. I've asked for a replacement unit but we have had no luck speaking to any form of a supervisor or manager despite asking many times. There is no outlet for us to seek resolution to this issue.

  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 Mrs. ********* complaint related to her Samsung washer and dryer. Our records show the agent assigned to the claim spoke with Mrs. ******** as well as corresponded with her via email to discuss the case. Our records further show the agent offered Mrs. ******** a refund for the washer, and she accepted the offer. The agent submitted a refund request of $911.24 for approval and once approved, Mrs. ******** should receive a link from ******** requesting her to select her preferred payment method to issue the funds. If Mrs. ******** 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:05/23/2025

  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.

  My Samsung stovetop was accidentally turned on while my family was away. We suspect the dog turned it on. It caused a fire in the home, fire department came out. We are now left with a heavy smoke smell in our home. We since learnt there is a safety recall on the stove for the sensitive k**** which can be turned on accidentally. We did not know of this as we recently purchased the home 3 months ago and the stove was included with the purchase.After 6 days home still smells like smoke. We have home insurance but have not filed a claim as we are scared it will increase our premium or that they will deny renewal of policy.We want the smoke smell out and have purchased several things to help with that. We do not know how to proceed so that we have a clean smelling home that minimizes our monetary losses. As there is a safety recall, Samsung is responsible and should pay us for our losses. Should I file a claim? Can this have negative repercussions. If we do can I ask Samsung to pay for deductible? Can I ask Samsung for reimbursement for items purchased to date (air purifiers, filters, cleaning equipment), a paint allowance, a carpet allowance and a cleaning allowance? We have also been quite distressed from the accident as we almost lost our home and our two dogs. Can I ask for compensation for the this?

  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 her Samsung range. Our records show Ms. ****** claim forwarded to our Specialty ************ for review. Our Specialty Claims team have advised the agent assigned to the claim contacted Ms. ***** to discuss the case. Our Specialty Claims team have further advised the agent informed Ms. ***** the current k*** cover is the only approved remedy. If Ms. ***** has any other concerns, please have her contact the Specialty Claims agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America, ****

• 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.

  My Samsung fridge ice maker isnt working and stops working soon after getting it fixed. Has three techs come take a look at it and both times it costed me $500. Not fair at all I just want my money.

  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 5/23/25 to discuss the case.  Our records further show the agent explained to Ms. **** that the refrigerator is out-of-warranty and offered to set up an out-of-warranty repair for the refrigerator, but she declined the offer.  Please be advised that Ms. ****** refrigerator is over 7 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations; the cost of any out-of-warranty repairs would be at her 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.

• Initial Complaint

  Date:05/22/2025

  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 purchased a Samsung refrigerator, model RF32CG5100SR, just one year and five months ago. Without any warning or clear reason, the fridge has completely stopped working. This is unacceptable for a major appliance that is expected to last for many yearscertainly more than just 17 months.This model is advertised as a large-capacity refrigerator, yet from what Ive now researched and experienced, it appears to be equipped with a motor that is underpowered for its size. This design flaw raises serious concerns about the reliability and engineering behind the product. A large fridge with a small, struggling compressor is a recipe for early failureand thats exactly what happened.A refrigerator that fails in under two years is not a quality product; it's a piece of garbage and should not be sold in the **** market. Consumers should be able to trust that an essential and expensive appliance like a fridge will last at least 3 to 5 yearsideally ********* make matters worse, Samsung does not offer a courtesy diagnostic unless the appliance is under warranty. This policy is unreasonable. When a known issue or premature failure occurs, the manufacturer should take responsibilityat minimum by providing a one-time courtesy inspection or diagnostic.I am extremely disappointed with this purchase and with Samsung's support response. I am requesting:A free diagnostic of the refrigerator to determine the cause of the failure.A path toward repair or replacement, given the unacceptable short lifespan of the appliance.Samsung needs to stand by its products and treat customers with the respect and support they deserve.

  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 refrigerator. Our records show the agent assigned to the claim spoke with Mr. ****** to discuss the case. Our records further show the agent offered Mr. ****** a prorated refund for the refrigerator and he accepted the offer. The agent submitted a request for approval and on 6/01/25, a refund coupon [L*****OCX6 in the amount of $1,080.00] was sent to 407-***-6841 and ********************** via eCoupon system. 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 inconveniences our customer may have experienced with this case. 

  Customer Answer

  Date: 06/09/2025

  [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,
  
  Mellouk Amarir

• Initial Complaint

  Date:05/22/2025

  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.

  At the end of April 2025 my 4 year old autist daughter broke her tablet screen. I filed a claim with samsung care and sent the tablet in to be repaired under warranty. Her claim was cancelled days later and upon calling I was told because I had the wrong serial number on claim. This was corrected 5/2/25 and a new correct claim filed. The tablet has yet to be returned to us. I have called multiple times and been told multiple different things regarding the repair. I have ask and demanded the tablet be returned to us as this is something my daughter requires. They continue to be vague telling me they will escalate the concerns and ticket etc. I want my daughters tablet returned so I can get it fixed immediately locally or they need to replace her tablet and refund me for the so called warranty.

  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 Galaxy Tablet. Our records show the agent assigned to the claim corresponded with *********** via email to discuss the case. Our records further show repair was completed and the tablet was shipped back to Ms. ******** address on file [reference *** tracking #: 1Z8811EE0299013081]. 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:05/22/2025

  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.

  We purchased a Samsung French-door refrigerator, model RF28JBEDBSG/AA, in 2017. Within a few years, it has required two non-wear-related ***airs: one for a defective chill drawer which Samsung acknowledged as a known issue, and fixed at no cost. Now a second failure of the internal ice maker. Local technicians informed us that this model was part of a class action lawsuit (In re Samsung Ice Maker Litigation, No. 2:17-cv-01263, D.N.J.) involving widespread defects in Samsung ice makers.Reports show Samsung once offered free ***airs and even a lifetime warranty on the ice maker but quietly ended the program during the lawsuit process, with a settlement reached in December 2023. When I contacted Samsung in May 2025, the *** confirmed the program had existed but was discontinued after alleged customer notificationpossibly by email. We never received such notice, and Samsung could not provide any proof.Samsung now offers only a $300 discount toward a new refrigeratoreffectively forcing us to pay again for a product that previously included a feature they once ***aired for free. This ice maker defect is not isolated. News ***orts and legal filings document ongoing customer complaints, recurring failures, and Samsungs refusal to cover known issues.For reference, supporting source links are included below: ********************************************************************************* ********************************************************************************************** *********************************************************************************************************************************** ********************************************************************************************************************************************** ********************************************************************** This pattern reflects a known defect, quietly dropped warranty support, and a burden shifted to consumers without proper notice.

  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 refrigerator. Our records show the agent assigned to the claim spoke with Mr. *** on 5/26/25 to discuss the case. Our records further show the agent again offered Mr. *** a free-of-charge repair and he accepted the offer. The agent submitted a service request and a Samsung authorized servicer contact Mr. *** to schedule the repair.If Mr. *** has any other concerns, please have her 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.

  Customer Answer

  Date: 06/11/2025

  [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. I appreciate Samsung for honoring the repairs of a chronic, widely known and acknowledged issue with their ice makers. The ice making component being in the refrigerator has been an admitted issue for them and I'm glad they were able to resolve the matter. 
  
  Regards,
  
  *********** ***