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. has 31 locations, listed below.

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  Samsung Electronics America Inc.

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

  
• 

  Samsung Electronics

  169 Progress Dr Manchester, CT 06042

• 

  SAMSUNG Telecommunications America, Inc.

  1301 East Lookout Drive Richardson, TX 75082

• 

  Samsung Corp

  3380 146th Pl Se # 103 Bellevue, WA 98007

• 

  Samsung

  356 Centre Pointe Blvd Simpsonville, SC 29681

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:11/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Echo tablet in June. It stopped working after 3 weeks. I contacted Samsung and they provided information on where to send it for repairs. I took it to **** where they boxed it and sent it to Samsung. I received a message verifying it was received. I did not hear anything about it so l called Samsung a few weeks later it seemed they lost the tablet, finally found it and returned it to me unrepaired. I contacted them again and requested a refund. They needed it returned, which I did, following the same instructions for *** to ship. I received a verification message and that my refund would be processed in 3 - 5 days. That was in September. Not only have I not gotten the refund but they then sent a message with a new shipping label, which I did not need since they had the tablet, followed immediately by a message stating the tablet was damaged and would cost me to get it repaired. I called explaining I never returned a damaged tablet and was told it was an error and to ignore any messages about this. By October, after calling every 2 weeks I still did not get my refund. I was told I would hear in 24 to 48 hours. Nothing. I was given an account number for the refund. Never heard from the bank to get it processed. I continued calling and was told they were just waiting for paperwork. Then I got the tablet returned and it looked like it had been run over, totally unrepairable. This is unbelievable. All I want is my $149.00 back for their faulty product. My last communication was November 3rd and was told they were still waiting for paperwork. My follow up messages have been ignored. I have been given several different tickets numbers. I think ********** is one of the original numbers. The account number for refund is **********.Any assistance you can provide would be appreciated.

  Business Response

  Date: 11/29/2023

  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 tablet.  Our records show the agent assigned to the claim spoke with Ms. **** on 11/14/23 to discuss the case. Our records further show the agent offered Ms. **** a refund and advised her she must send the device back to our facility in order to begin the refund process. Ms. **** accepted the offer but informed the agent she will be traveling and agreed to ship the tablet upon her return. 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:11/12/2023

  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.

  This ** was originally purchased on Aug. 31, 2022. The delivery of the ** did not take place until Sept. 15, 2022. Shortly after this ** was delivered, there was an issue of dead pixels on the screen, so a replacement was initiated. The replacement ** did not arrive until Oct. 24, 2022, which has worked okay until Nov. 11, 2023, where the ** suddenly died and will not turn on, no matter what is done. This ** was registered with Samsung on Jan. 3, 2023, and I could see my registered devices on Nov. 11 on the Samsung website, but as of Nov. 12, all of my registered devices are gone. Samsung is not offering any sort of assistance with the issue because I do not live within 15 miles of a Samsung authorized repair center, with the only help I'm being offered is a suggestion to buy ** parts on my own and hope that a repairperson near me can fix the **. This is the only resolution they have tried to offer, and I feel that this is not an acceptable solution, especially for a ** of this price. I am looking for a refund as I have been through two models of this ** in the previous 14 months and I do not want to continue trying to service a ** that, as history shows, will likely continue to have issues and not work within a short period of time.

  Business Response

  Date: 11/22/2023

  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 corresponded with **************** to discuss the case. Our records further show that the agent offered refund, and **************** accepted. The agent assigned to the claim submitted a request to process the order, and the agent explained and informed him of the refund instructions. If **************** 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 customers may have experienced with this claim.

• Initial Complaint

  Date:11/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Samsung family hub refrigerator, dishwasher, and microwave on February 12th, 2019. The dishwasher malfunction in December 2022. I had it repaired (out of pocket) twice before deciding to trash it. The Samsung family hub refrigerator ice maker stopped working in early 2023. I called Samsung customer service, (I don't remember the date) and they wanted to charge me just to have a technician come check it out. I recently found out that there refrigerators are known to have issues with their icemaker. Because this is an ongoing problem, they should be willing to repair the unit at no cost, especially being that I paid over 2k for the refrigerator a little over 3 years ago. I would like the unit repaired for free or replaced.

  Business Response

  Date: 11/22/2023

  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 that the agent assigned to the claim corresponded with ******************** to discuss the case further. Our records show that the agent offered a free-of-charge repair service for the Refrigerator ice maker, and she accepted.  The agent assigned to the claim submitted a request to process the order, and the records show that the repair service has been completed. If ******************** 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 customers may have experienced with this claim.

• Initial Complaint

  Date:11/11/2023

  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 first issue is that the charger that came with my Galaxy Book 3 Pro almost started a fire in my house. After it broke one my wireless headphones, it broke a new pair of wireless headphones as well, this time causing a spark and smoke. I have stopped using the charger that came with my laptop since.The second issue can only be understood by watching this video:****************************************************************************************************************************************************************************************************** I have tried for months to go through Samsung support to get this issue fixed. The first time, the repair report showed they replaced the entire touchpad. The issue persisted. The second time I sent it for repairs, they wrote that no defects were found and sent it back. I am a busy person, so naturally, I do not want to send it in for a third time at my expense. So I emailed the *** office asking for a replacement. They said no, because all repair options must be exhausted first. Well, all repair options have been exhausted. The charger that came with my laptop likely caused it to be shipped as a defective product that is not reparable. If replacing the touchpad didn't fix the issue, nothing will. I also have an unusable charger, as it is a hazard to my safety and consumer protection. I have had enough of this nonsense. I am not going to waste any more of my time. I do not want to deal with Samsung anymore, so I do not want a Samsung product. Take it back and give me a refund, or I will have to pursue legal action or a claim of fraud.

  Business Response

  Date: 11/28/2023

  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 laptop. Our records show the agent assigned to the claim had been corresponding with **************** via email to discuss the case. Our records further show the agent advised **************** Samsungs warranty is service based and informed him we are unable to accommodate his refund request. The agent offered to set up service for the laptop and ship a new charger to him. **************** accepted the offers; however, unable to process both requests simultaneously,**************** opted to process the charger first and then proceed with service. If **************** 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.

• Initial Complaint

  Date:11/11/2023

  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.

  
  Complaint: 20858123
  
  I am rejecting this response because:
  
  The response from Samsung was only half true. What the agent negelcted to mention was that the carrier sent me a phone without a charger which causes the phone to take hours longer than necessary to charge. The phone came with a USB-C to USB-C cable which means I have to purchase a charger for this cable, a perfect example of corporate planned obselesence.

  I asked the agent to send me a complimentary charger which he "regretfully" denied. This is unacceptable since the problem is a result of a defective Samsung A12 phone.
  
  Regards,
  
  *****************************

  Business Response

  Date: 11/28/2023

  Thank you for contacting Samsung Electronics America, Inc.We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ******* complaint related to his Samsung Galaxy A12 phone. Our records show the agent assigned to the claim corresponded with **************** via email to discuss the case. Our records further show **************** informed the agent his new service provider [Visible] has provided him with a replacement phone. If **************** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America,Inc. We apologize for any inconveniences our customer may have experienced with this case.

  Business Response

  Date: 12/12/2023

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. ******* complaint, our records show the agent assigned to the claim previously explained to him via email on 11/21/23 that a charger is no longer provided with the phone, and he would need to purchase one at his own cost.  Samsung's decision related to providing **************** with a complimentary charger remains the same.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.