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

  12100 Samsung Blvd Austin, TX 78754

• 

  Samsung Electronics

  169 Progress Dr Manchester, CT 06042

• 

  SAMSUNG Telecommunications America, Inc.

  1301 East Lookout Drive Richardson, TX 75082

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:05/24/2025

  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.

  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.