Business Profile

Wholesale Electronic Supplies

Samsung Electronics America Inc.

Headquarters

Complaints

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

Customer Complaints Summary

14,917 total complaints in the last 3 years.
4,626 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.

Initial Complaint
Date:08/04/2022
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 ordered a Samsung Electric Washer and Dryer from Samsung.com on May 19, 2022. It was promised for delivered within a week. I get an email a few days later saying the order will be delivered in July. It was finally delivered on July 14th, 2022. The installer turned on the dryer and it made the loudest grinding noise I've ever heard. The installer said that the unit was defective and I would have to call Samsung for a replacement. After multiple phone calls that resulted in me being transferred back to the beginning of the *** automated system, I still cannot talk to anyone from Samsung who will fix my problem by replacing the defective unit Samsung.com provided me with. I placed a dispute with my bank, and Samsung had no problem sending my bank documentation that I haven't returned the washer and dryer which they refuse to return or replace. The order number is US036486483. Do not order appliances from Samsung.com. It has now been weeks without being able to do my own laundry.
Business Response
Date: 08/25/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry. Samsung has reviewed ****************** complaint related to his Samsung dryer. Our Home Appliance team has advised that the agent assigned to the claim contacted ************** and offered him an alternate model as a replacement and he accepted the offer. If ************** has any other concerns, please have him contact the Samsung Home Appliance agent directly for further assistance. Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customer may have experienced.
Initial Complaint
Date:08/04/2022
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 bought a Samsung tab S7 fe 3-4 months ago, and had problems with it from the beginning. The screen goes completely dark with slight movement. It only happened occasionally at first, but now it's almost constant. It's virtually unusable at this point. When I contacted Samsung, they just kept saying download the manual. The manual only covers normal operations, nothing like this. I emailed the video of was what was happening to Samsung several times, but they never responded to any of those emails. They ignored me until the limited warranty ran out, now I can't get it replaced. I've contacted their customer service and support sites many, many times, can't get any resolution to this.
Business Response
Date: 08/24/2022
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 Tablet.Our records show the agent assigned to the claim corresponded with ******************* to discuss the case. Our records show the agent offered a free-of-charge repair as a one-time courtesy. Our records further show that the agent assigned to the claim submitted a request to process the order, and Mrs. ******** Tablet was repaired and shipped back to the address on file. 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 valued customers may have experienced.
Customer Answer
Date: 08/24/2022

Complaint: 17671889

I am rejecting this response because: it was NOT repaired; it was sent back with the screen still flickering off and on, the same as before. The report said they found no problem or issue with it. If they can't even figure out what the problem is, they certainly can't repair it. I believe it is defective and needs to be replaced, but they refused to consider that option. So, I spent $400+ on a tablet that is unusable.

Regards,

***************************
Business Response
Date: 09/08/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Upon further review of Ms. ******** complaint, our records show the agent assigned to the claim attempted to contact her on 9/05/22 and again on 9/06/22 to discuss the case further but was unsuccessful in reaching her. Our records further show the agent left ****************** a voice message and followed up the call with an email providing her with their contact information. If ****************** still needs assistance with the tablet, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customer may have experienced.
Customer Answer
Date: 09/08/2022

Complaint: 17671889

I am rejecting this response because: I contacted Samsung on 9/6, responding to their email, they never responded back. I told them that I was requesting a replacement to my defective tablet. I am still awaiting a reply in regard to my request. If Samsung claims I did not respond, they are lying.

Regards,

***************************
Business Response
Date: 09/13/2022
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has further reviewed Ms. ******** complaint related to her Samsung tablet. Our records show the agent assigned to the claim corresponded with ****************** via email on 8/12/22 to discuss the case further. Our records further show the agent offered ****************** a free of charge repair on the tablet and she accepted the offer. The agent submitted a service request and provided ****************** with a *** shipping label to send the tablet in to our service center for repair. 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 valued customer may have experienced.
Customer Answer
Date: 09/17/2022

Complaint: 17671889

I am rejecting this response because:I sent it back to Samsung (AGAIN!) and they still did not figure out the problem, much less repair it.

Regards,

***************************
Initial Complaint
Date:08/04/2022
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.
Purchased phone less than a year ago (Samsung Galaxy Z Flip3) and what started as a grey line across the fold of the screen has turned into an ink blob across the entire screen. Filed a warranty claim and was directed to take phone to Best Buy for repair, arrived there for the techs to tell me that due to Samsung's *** (standard operating procedure) my phone could not be repaired under the warranty because ink lines are considered physical damage. This was after Best Buy did a formal diagnosis and stated that my phone did not have any physical or liquid damage. Contacted Samsung ******************* to inform them that Best Buy would not fix and was told by two different associates that they weren't sure what the *** was, and that I would have to send my phone in to another technician so that they can determine if it can be fixed because they couldn't understand why Best Buy wouldn't repair the phone. I asked the associates if they could contact Best Buy and ask the technician in the store why they were unable to repair it. There was never a clear reasoning as to why they could not contact the store that they sent me to for repair, and the only resolution was to mail in my phone to Samsung directly. I informed the associates that I would not have a phone to use and that I have already spent 5 days being unable to fully use the device. They stated that there was nothing else that they could do, though they never reached out to the initial technician that I was told to take the phone for repair to understand why it could not be repaired. I have now had to spend $300 to replace a phone that is less than one year old and that is not damaged physically or by liquid due to the failure and breach of contract by Samsungs Warranty. I plan to join class action lawsuits against the company for these practices, as the issue with my device is a documented one that Samsung is known for denying warranty claims for.
Business Response
Date: 08/24/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed ************** complaint related to her Samsung Smart Phone. Our records show the agent assigned to the claim made multiple attempts to contact ************** to discuss the case but has been unsuccessful in reaching her. If ************** still needs assistance with this claim, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customers may have experienced.
Initial Complaint
Date:08/04/2022
Type:Delivery 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.
Shipped my working phone to Samsung to resolve an issue with the network not staying connected. They couldn't repair that and shipped the phone back and now it won't boot at all. Gets stuck on a software issue.
Business Response
Date: 08/24/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ********* complaint regarding her mobile device concerns. Our records show the agent assigned to the claim corresponded with ******************** to discuss the case. Our records show that ******************** accepted our offer of a free-of-charge repair as a one-time courtesy. The agent assigned to the claim submitted a request to process the order,and Ms. ********* mobile device was repaired and shipped back to the address on file. 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 valued customers may have experienced.
Initial Complaint
Date:08/04/2022
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 dishwasher from Lowes in February 2022. The dishwasher never dried the dishes. Samsung sent a technician out who informed me that the dishwasher does not have a heating component, however, the door should open at the end of the cycle to air dry the dishes. The door does not open automatically at the end of the cycle which leaves my dishes extremely wet and with a mildew smell. He also said I should run the water in my sink at 120 degrees Fahrenheit before starting the dishwasher for optimal performance. I explained to him that of neither of these options are acceptable. I should not have to wait for the cycle to end then open the door when the door should open automatically nor should I have to run water in my sink prior to starting the dishwasher. I requested that Samsung either send a new technician out or replace the dishwasher. They refused both options. I would like a replacement dishwasher.
Business Response
Date: 08/24/2022
Thank you for contacting Samsung Electronics America, ***** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed ****************** complaint related to her Samsung Dish Washer. Our records show the agent assigned to the claim corresponded with **************** to discuss the case. Our records show **************** accepted our offer of a warranty repair on the Dish Washer. The agent assigned to the claim submitted a request to process the order. If **************** has any other concerns,please have her contact the agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customers may have experienced.
Initial Complaint
Date:08/04/2022
Type:Delivery 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 5.5 cubic foot smart washer was purchased online on June 22. The promised delivery date at the time of the order was July 1st. The delivering carrier eventually contacted me and said they could deliver on July 25th, but then changed it to August 1st. I state this was unacceptable and a breach of the contract we made by me purchasing the item with a set delivery date. Samsung accepted the return and I never received the item. It is now August 4th and Samsung has cancelled the return, I still have not seen the item and they have been holding my money for well over a month. I reached out to Samsung on July 29th and they promised to escalate the case and respond by August 1st. I have received no response at all and am still missing over 700 dollars.
Business Response
Date: 08/24/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry. Samsung has reviewed ********************** complaint related to the delivery of his Samsung washer order. Our Home Appliance team has advised that the agent assigned to the claim contacted ****************** and left him a voice message informing him that they escalated his complaint with XPO and will follow up with him once the refund is complete. If ****************** has any other concerns, please have him contact the Samsung Home Appliance agent directly for further assistance. Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customer may have experienced.
Customer Answer
Date: 08/24/2022

Complaint: 17669899

I am rejecting this response because: It has been nearly two months since I requested the return and refund. I never received the appliance and Samsung is the one that failed to properly return the appliance and issue the refund. I am without over 700 dollars for months. This is essentially theft and they are holding my money while knowing I have never had the product. The proposed resolution is insufficient and does nothing to return my money to me that I could be using to pay other bills.

Regards,

*************************
Business Response
Date: 08/30/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Upon further review of ********************** complaint, our Samsung Home Appliance team has advised that their dedicated team is working with XPO to receive the necessary information to start the refund process for the washer. Our Samsung Home Appliance team has further advised that once the information is received, the agent assigned to the claim will email ****************** the timeline of the refund. If ****************** has any other concerns, please have him contact the Samsung Home Appliance agent directly for further assistance. Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customer may have experienced.
Customer Answer
Date: 09/01/2022
[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:08/04/2022
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 brut a samsung french door refrigerator that cools just ok off an on .... food spoils easy and the icemaker stopped working!Is a $3499 plus tax refrigerator that I should not be having any issues with!
Business Response
Date: 08/24/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed ****************** complaint related to her Samsung refrigerator.Our records show the agent assigned to the claim corresponded with **************** to discuss the case. Our records show *************** accepted our offer of a free-of-charge repair on the refrigerator ice maker. The agent assigned to the claim submitted a request to process the order. If **************** has any other concerns, please have her contact the agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America, ****We apologize for any inconvenience our valued customers may have experienced.
Initial Complaint
Date:08/04/2022
Type:Product 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.
On approximately 6/1/2022 I requested service on my 72 inch Samsung **. After a few weeks of delay, I explained to myself that unfortunately there was no serviceman din to my area. They would need to help me with an alternative way to help me with my broken **. They decided to give me a full refund for it. However, they had to have the ** picked up. Another 2-week delay. (This whole time my family has been with a ** due to this situation. Finally, after 2 weeks, they had the ** picked up. During all of this they were provided with the receipt for the **, and all the necessary paperwork needed to obtain the refund. I was told that I would get a link to have the ability to choose how I wanted the refund sent. This was supposed to be the very next day that Samsung Picked up the **. I was not sent the link. It's been over 10 days since the ** was picked up and I still have not received any link. I have called many times (I have spent 45 hours since this began in June on the phone with Samsung)I have been given several different reasons, several false information from Samsung customer service. I have had many opportunities to go purchase a new ** and have been unable to due to this situation. I feel I have been mistreated and Samsung is holding my money for no reason at all.
Business Response
Date: 08/24/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed **************** complaint regarding her Samsung Television. Our records show the agent assigned to the claim corresponded with ************** to discuss the case further. Our records show that ************** accepted our offer of a refund for the Television. The agent assigned to the claim submitted a request to process the order, and a refund was completed for Television. If ************** has further concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customers may have experienced.
Customer Answer
Date: 08/24/2022
[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: finially after a lengthy time to recieve the refund it was complete. I hope that ******** will take the recommendation of how the customers service should respond to issues as I had. I am grateful to the BBB for stepping in and After going straight to the top management, I thank them for also resolving my issue.

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:08/04/2022
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 mailed my phone to samsung to repair an audio issue, they returned my phone back to me locked to a mobile carrier that I'm not affiliated with. Now I can't use by phone because it can't be unlocked because understandably, i don't have an account with *************** and Samsung doesn't want to take responsibility. as we all know, there are a lot online marketplaces that sell unlocked used phone and I purchased my unlocked phone from ******** marketplace a year ago and have been using it since until recently when I started to experience audio issues. When I spoke to Samsung customer service for about a week, they sent me a return label to mail my phone back so they can unlock it. I received a call from Samsung support yesterday stating that they are unable to unlock my phone. I have called *************** and they told me that because I didn't have an account with them, they were not able to unlock it. Now I'm stuck with a phone that I can't use due to Samsung's negligence. I have been going back and forth with Samsung for about a month now with no resolution but continued misinformation and terrible customer service. I need ********************** to unlock my phone the way it was when I mailed it to them for repair. This is a nightmare for me. I don't think I can ever trust Samsung anymore. Terrible company!!!
Business Response
Date: 08/24/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry. Samsung has reviewed **************** complaint related to his Samsung phone. Our records show the assigned to the claim spoke with ************ on 8/05/22 to discuss the case. Our records further show ************ informed the agent that he purchased the phone from ******** marketplace. The agent explained to ************ that since he is not the original owner of the phone, Samsung is unable to offer him any accommodations as the warranty does not carry over to the new owner of the phone. Regrettably, due to ************ not being the original owner of the phone, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc.
Customer Answer
Date: 08/24/2022

Complaint: 17668935

I am rejecting this response because: i purchased this phone from a 3rd party website like almost everyone does. My phone was unlocked when I shipped it to Samsung to repair an audio issue but instead of fixing the issue, they locked my phone to a network. If Samsung is saying that the warranty doesn't apply to a second owner, why did they take my phone? Now I can't use my phone. This is so so frustrating and I will make sure I share this terrible experience with as many people as I can so that they don't buy Samsung products and run the risk of experiencing this. All I need is my phone to work/ unlocked. This is and absolutely nightmare. Samsung, please unlock my phone.

Regards,

*****************
Business Response
Date: 08/30/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Upon further review of **************** complaint, Samsung was unaware at the time service was offered that he was not the original owner of the phone. Regrettably, due to ************ not being the original owner of the phone, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc.
Initial Complaint
Date:08/04/2022
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 a Samsung stove with glass top. I was watching TV one evening and the glass top cracked across two burners. I contacted Samsung customer service their solution was to buy a new one. I also have a Samsung refrigerator and the freezer works but the refrigerator part is luck warm. Once again customer service says do you want to buy a new one.
Business Response
Date: 08/24/2022
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 & Electric Oven. Our records show that the agent assigned to the claim corresponded with Ms. **********;to discuss the case. Our records further show that the agent informed Ms. **********;that the Refrigerator & Electric Oven is out of their one-year manufacturers warranty and due to the age of the unit,Samsung is unable to offer any accommodations. Ms. **********;declined our offer of out-of-warranty service for the Refrigerator & Electric Oven. Regrettably other than the offer to set up out-of-warranty service, no accommodations can be made for this claim. Thank you for contacting Samsung Electronics America, ****

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