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Business Profile

Wholesale Electronic Supplies

Samsung Electronics America Inc.

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Samsung Electronics America Inc. has 31 locations, listed below.

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    Customer Complaints Summary

    • 15,092 total complaints in the last 3 years.
    • 4,672 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      RE:Samsung 5.8 Cu. **. Slide-In Range Model # NE58K9500SG Serial # *************** Purchased 11-23-2019 (not relevant to the recall issue)Hello,My above-mentioned oven was part of a recall late last year that called for safety k*** covers to prevent fire/burn hazards from faulty k**** I received and properly installed the recall covers as instructed. They ARE NOT a solution to this recall!!! The adhesive used to attach the covers warms while the oven/stove is in use, leading them to peel and peel the paint of the stove off with it. So now the k*** covers are all either off or falling off and my stove looks terrible with peeling paint everywhere!! It's worse AFTER the recall "fix"! I've called customer service, spoken to the recall ***** several supervisors and have multiple escalated tickets on the issue. All to tell me that there is no other solution?!?!?! Just to send out more k*** covers? I have many children in my home! I'm telling you that your recall is not only UNSAFE but it's ruining the stove! And "there's no solution". This IS NOT OKAY! There needs to be a solution that is both safe and brings my oven back to the condition it was in prior to your subpar recall fix. These ovens have caused countless injuries, house fires and now deaths. To be told there is not a solution is not acceptable.

      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 refrigerator. Our records show the agent assigned to the claim spoke with Ms. ******** as well as corresponded with her via email to discuss the case. Our records further show the agent offered Ms. ******** a free-of-charge repair and she accepted the offer. The agent submitted a service request and a Samsung authorized servicer contacted Ms. ******** to schedule the 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:05/27/2025

      Type:Product Issues
      Status:
      Resolved
      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 am filing this complaint regarding Samsung’s mishandling of a trade-in for order ***********, which has resulted in an unjustified $900 charge and repeated failure to address the core issues despite multiple attempts to resolve the matter in good faith.

      I participated in Samsung’s trade-in program and sent in my Galaxy S24 Ultra in perfect working condition. I powered it on immediately before shipping and even provided a time-stamped photo to Samsung support as proof.

      However, Samsung claimed — without adequate explanation — that the device “does not turn on” and disqualified the trade-in. Despite my evidence contradicting this claim, I was charged $900 with no further investigation or transparency into the triage process.

      Furthermore, the replacement device (S25 Ultra) was left unattended on my front porch, despite the order requiring a signature upon delivery. Samsung has acknowledged this lapse but offered only a vague “we’ll do better next time,” which is completely unacceptable for a high-value shipment.

      I have requested the following multiple times, and support has responded only with generic, dismissive messages:

      1. A full reversal of the $900 charge.

      2. A clear explanation of the triage process and how the determination was made.

      3. Accountability for the delivery protocol breach.

      At this point, I do not wish to keep the S25 Ultra and would prefer to return it. I am fully willing to continue using my S24 Ultra, which is in excellent condition.

      Business Response

      Date: 06/13/2025

      Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed *** ******* complaint related to the trade-in with her Samsung.com order. eCommerce has advised the agent assigned to the claim spoke with Ms. ***** as well as corresponded with her via email to discuss the case. eCommerce has further advised the agent assisted Ms. ***** with this issue and resolved the matter. If Ms. ***** has any other concerns, please have her 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: 06/16/2025

      [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:05/27/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 my Samsung TV on 12/17/2023. Encounter issue around March 2024 (less than a year) where the screen went black. Issue was resolved where they repaired the TV (possibly tube burned). I encounter the issue again over the weekend 05/24/2025 however the 1 year warranty has expired. Per the online chat with Badrinath my TV still had warranty. Than Naveen online chat stated it's out of warranty. Now I feel like I'm getting the runs on my issue so ended filing this complaint. Samsung should do a recall if Im encountering the same issue twice. My TV is less than 2 year old to be having this issues. Have *** for over 10 years and no issues yet.

      Business Response

      Date: 06/12/2025

      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 television. Our records show Mr. ******** had free-of-charge service pending prior to us receiving his BBB complaint. Our records further show the agent assigned to the claim spoke with Mr. ******** on 5/28/25 to discuss the case. Our records also show Mr. ******** advised the agent the repair has been completed and the matter is resolved. 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 inconveniences our customer may have experienced with this case.

      Customer Answer

      Date: 06/12/2025

      [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. Yes the issue has been resolved and my device in question has been fixed. No further action is required.

      Regards,

      **** ********

    • Initial Complaint

      Date:05/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 am filing a complaint regarding the Samsung Bespoke Jet Bot Combo vacuum, which I purchased in good faith expecting a high-quality product. Since receiving the unit, I have had repeated issues with its functionalityspecifically, the vacuum fails to properly suction the water it dispenses during mopping. As a result, water is left pooling at the bottom where the mop pads sit.This has led to several serious problems:The mop pads have become heavily soiled and emit a foul odor.Samsung does not offer replacement mop pads for purchase.The standing water has attracted bugs and caused damage to my flooring.I have contacted Samsung customer service multiple times in an effort to resolve the issue. Their only proposed solution has been for me to ship the unit to them for inspection and repair. However, they do not provide return packaging, and I have been told I would need to purchase a box large enough for shipping at my own costestimated to be over $60. Given the product price and the extent of issues Ive encountered, I find this *************** this point, the vacuum is unusable and has caused more harm than good. I have lost trust in the product and the companys support process. I would like a full refund or a replacement unit that actually works, along with coverage for the shipping costs if they continue to require me to send the unit in.

      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 the Samsung Bespoke Jet Bot Combo vacuum.  Our records show Ms. ************* claim forwarded to our Specialty Claims team for review.  Our Specialty Claims team has advised that the agent assigned to the claim made multiple attempts to contact Ms. *********** to discuss the case but has been unsuccessful in reaching her.  Our Specialty Claims team has further advised that the agent was routed right away to Ms. ************* voicemail and however, followed up the call with an email and SMS text message.  ****************** still needs assistance with the vacuum, please reply to either the email or SMS text directly in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

    • Initial Complaint

      Date:05/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Best Buy, Flowood, ** in February 2025. I have had issues with excessive vibration from day one. I contacted Samsung about this issue, and they have sent two technicians to investigate. Both times the technician informed me that there is no issue. I uploaded several videos to the tech and Samsung. I called Samsung (5/26/2025) because the issue was to be escalated up higher, instead I was told I needed to wait for another tech to come out. If the first two was told by Samsung there was not a problem, what is the good of sending a technician? At this point I have videos, and the last technician saw the issue as well. Also, when a ticket is produced, I have started receiving texts stating the ticket is closed.

      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.Paytons complaint related to his Samsung washer. 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 offered ********* a refund for the washer, and he accepted the offer. The agent submitted a refund request of $641.99; issued on 5/29/25 for the washer.  Please have Mr. ****** allow the 7-10 business days for **** to deliver the refund check for the washer 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, **** 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,

      ****** ******

    • Initial Complaint

      Date:05/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 ice maker on the Samsung family hub refrigerator has a known issue, were it freezes and it stops producing ice. They have serviced and fixed it (temporarily). The issue continues and now they wont do anything about it because the item is out of warranty. As mentioned this is a known issue there is several different forums and several different people have gotten different resolutions to resolve this issue.

      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 Mr. ******* complaint related to his Samsung refrigerator. Our records show the agent assigned to the claim spoke with Mr. ****** as well as corresponded with him via SMS to discuss the case. Our records further show the agent offered Mr. ****** a free-of-charge repair on the icemaker only and he accepted the offer. The agent submitted a service request and a Samsung authorized servicer contacted 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 Samsung Electronics America, **** We apologize for any inconvenience our customer may have experienced with this case.

    • Initial Complaint

      Date:05/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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, ****

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