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 Electronics Non Cell Phone

  8115 Sw 165th Ave Beaverton, OR 97007

• 

  Samsung

  18600 S Broadwick St Compton, CA 90220-6498

• 

  Samsung

  1144 Brookgate Way Ne Atlanta, GA 30319-2877

• 

  Samsung Electronics America Inc.

  9800 NW 41st St STE 200 Doral, FL 33178-2979

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:08/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my phone in for repair in June of 2022. Within a week I received a quote and I approved the cost to repair the phone and provided my payment details. I was given a window of 5-7 days for repair. After that time Passed I started calling in for an update and kept getting told that my case had no update and they could see I approved the payment and they would send an escalation and I should be contacted within ***** hours. I never got a call back and At least 2 other calls multiple chat and text messages later I keep getting told the case will get escalated and someone will call me with no update. I purchased this phone to be used as part of a family plan. The family member using this phone is leaving to go to Africa to serve in the peace corps and I had intended to have the phone repaired so it could be taken with him. Now I have to but another phone so he can take it with him. My case number with Samsung repair is **********

  Business Response

  Date: 08/23/2022

  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 Smartphone. Our records show the agent assigned to the claim corresponded with **************** to discuss the case. Our records further show that **************** accepted our offer of a repair for the Smartphone. The agent assigned to the claim submitted a request to process the order, and Mr. ******* mobile device was repaired and shipped back to the address on file. Our records further show **************** confirmed when it was received and the device is working as he expected. 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 valued customers may have experienced.

  Customer Answer

  Date: 08/23/2022

  [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:08/03/2022

  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 Samsung Galaxy Buds 2 From **********, "Sold by: ********** Services LLC", during a phone call that lasted OVER 1 hours 52 minutes LONG I was asked by the representative for "the address" where my item was sent from. I had to, for 5 minutes, explain how "Sold by: Amazon" one of the biggest Samsung sellers does not give out this info... Later I was told I could at least get a shipping label prepaid but I was not sent a label, instead, I was sent to a website where I am required to either have a compatible thermal printer or I would have to own a smartphone with a touchscreen to show a QR code at the *** store.... Is it in your warranty agreement I am required to either own a compatible *** printer or own a touchscreen phone to get warranty service?If not then this is fraud and refusal to honor warranty by Samsung, also the fact your company refuses to do *** pickup for disabled persons is shocking and I have to believe it likely violates some State or Federal law...Until I receive a *** label, if I find any civil or criminal US code that applies, such as fraud I will be sending a letter to the State AG of GA's CPS/CPD division, I will likely find your CLO/General Councils information, I will not "dox" them but use any public information I have at my disposal, such as state BAR associations and not share any private contacts I may find, I will be contacting the *** and informing them as well as resending my complaints thru the BBB, Local Chamber of commerce, and ******************* of ******** Affairs as well as any other applicable State or Federal regulatory agencies or law enforcement agencies whose location your provide services and have any code civil or criminal you are violating. I will not stand by and accept this clear attempt at fraud by requiring your customers to go out of the their way to send you items when it is in fact your company's responsibility to transport the items to Samsung's facilities.My Serial Number is *********** -******

  Business Response

  Date: 08/23/2022

  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 Buds.  Our records show that the agent assigned to the claim corresponded with **************** to discuss the case further. Our records show **************** accepted repair on the Galaxy Buds before we received his BBB complaint. The agent assigned to the claim submitted a request to process the order, and Mr. ******* Galaxy Buds were repaired and shipped back to the address on file. 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 inconvenience our valued customers may have experienced.

• Initial Complaint

  Date:08/03/2022

  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.

  My cell phone has not worked correctly since I purchased it. It gets hotter than any cell should(dangerously so) no matter what I use it for, sometimes I lose service while others on my network have service, and my touch screen sensitivity just goes away sometimes. I was living with these issues until recently when all of a sudden all of my pictures from my gallery disappeared and my custom ringtone disappeared. I called samsung, the first person remotely accessed my phone to help, instead deleted my trash and then put me on hold indefinitely when they realized their mistake. The second person finally realized they couldn't help and sent me to a local authorized repair shop. I went to the local repair shop today (You Break I Fix) and was told these are known issues with the s22 ultra and samsung needs to replace my phone because there is nothing that can be fixed within the phone. So that started today's phone calls with samsung. I have been hung up on repeatedly by people I have been transferred from **** to **** one telling they are not the **** to talk to then I call back and that same **** is the only one to talk to for warranty issues! I finally get to the stage of replacing and they hang up on me. Then I'm told they won't replace, they have to take my phone and repair. Well I've already been told there is nothing to repair and I don't have another phone, they can't take my phone for an indefinite amount of time without giving me a replacement! and then I was hung up on AGAIN! I'm literally 8 phone calls almost 4hours in and still no resolution. I just want my phone replaced for a fully functional phone as I'm still under warranty. Please help!

  Business Response

  Date: 08/23/2022

  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 that the agent assigned to the claim corresponded with ****************** to discuss the case. Our records show the agent offered to mail-in warranty repair on the Smart Phone but she declined. Our records show that the agent informed and explained to her the warranty repair service for the Smart Phone. If ****************** would like to accept the agents offer, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

  Customer Answer

  Date: 08/23/2022

  
  Complain*: 17667428
  
  I am rejec*ing *his response because:
  
  Firs*, i was asked *o *ake *he phone *o a local au*horized samsung repair loca*ion, I did *his and now *hey are say*hey don' * *rus* *ha* person's assessmen* and *he ONLY way for *hem *o servis my phone is for me *o be wi*hou* a phone for an amoun* of *ime *ha* *hey can'* predic*?! They could have my phone for a year or kerp i* forever and jus* say *hey are "fixing" i*. Bu* *heir local repair guy said i* could NOT br fixed!! I* needs *o be replaced. You would have my only communica*ion device for an unde*ermined amoun* of *ime, wi*hou* offering me a loaner device. This is a serious safe*y issue and a comple*ely unaccep*able solu*ion *o *he problem. Wha* if i have an emergency and have *o make a call when you have my phene?!  No* ok.
  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 Ms.  Panellas complaint, Samsung's warranty is for service and all efforts to repair the phone have to be exhausted before we can offer any other accommodations.  In addition, Samsung does not have a loaner program.  Ms.  ******* would have to procure a temporary phone while she sends in her phone for repair.  Regrettably, outside of our offer of setting up mail-in service for the phone, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 09/01/2022

  
  Complaint: 17667428
  
  I am rejecting this response because: You have not offered any alternative solution. You just keep offering the same unsafe and unacceptable solutions that are clearly designed to make it so that people are unable to follow through on the warranty they have every right to. This is not only not standing behind your products but criminal behavior.
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/03/2022

  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.

  New microwave stopped working. Samsung sent a technician. He said he would replace the board. No board. They said they would replace the microwave. No microwave. They offered $407 for a microwave that costs $566 plus AZ tax = $598. They refuse to fix or replace the microwave. Have spent hours on the phone with them. Can barely understand the customer service ************** to call me back and to have supervisors call me back have gone with no return calls.

  Business Response

  Date: 08/23/2022

  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 Microwave Oven. Our records show that the agent assigned to the claim corresponded with ****************** to discuss the case.  Our records show ****************** accepted our offer of a refund for the Microwave Oven. The agent assigned to the claim submitted a request to process the order, and a refund was complete for the Microwave Oven. 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 valued customers may have experienced.

  Customer Answer

  Date: 08/23/2022

  [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 ********.  I've only marked this as satisfactory since the refund has been deposited.  Still not happy with the results.
  

  Their handling of this case was completely irresponsible.   It took over three months to get the refund.   All I wanted was a repair or replaced microwave.   They offered me 2/3 the price of a new one, disregarding the cost of installation.   No explanation on why not refunding the full amount.  The fact that I had to go to the BBB to get results is insulting.  Numerous hours wasted on the phone with Samsung reps.   Lies told to me by reps to me about escalating the case and promises of being contacted and none was made.   Needless to say,  I'll NEVER be a Samsung customer again.
  Regards,
  
  *************************

• Initial Complaint

  Date:08/03/2022

  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 purchased the Samsung Galaxy S22 Ultra with dual-sim capability from Samsung on July 7, 2022 after asking every representative about compatibility. I was assured full compatibility. I purchased the phone. I activated the first sim with an **** using a standard sim card. The second e-sim needed to be activated with a pre-paid account with a major carrier. I found out, no major carrier will activate the S22 Ultra on prepaid, only postpaid! The S22 Ultra is also not compatible with any **** using e-sim. This is a minor detail that no major carrier will tell you, unless you very specifically ask the right questions. You will not find out the lack of compatibility for e-sim and prepaid until it is time to activate and you already have purchased the phone. You are forced to pay premium pricing for a post-paid cellular account with a major carrier with the S22 Ultra. I learned this difficult ****** over the past three weeks. While trying to resolve this, my sim card on the **** was acting odd, showing "Emergency calls only". Now that I got the e-sim problem resolved by paying for top dollar services, I am learning that Samsung firmware for the S22 ultra is not supporting 5G with MNVO's! My **** carrier advised me they are awaiting an upgrade firmware solution from Samsung. This phone has been out on the market for six months! Meanwhile, Samsung refuses to fully refund my money and trade-in value from my Note 10+ for return on the S22 Ultra for it's lack of compatibility. Samsung is only willing to offer a promo code for a future Samsung purchase. If they are not compatible with 5G on MNVO and not compatible with e-sim prepaid services, a new Samsung device is useless and not compatible. I feel I have been deceived. I must go with Apple and a Samsung credit is useless. I want a full refund in form of check. I have requested the matter be escalated beyond the supervisors I have already spoken to.

  Business Response

  Date: 08/23/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ******* complaint related to the trade-in promotion with her Samsung.com order.  eCommerce has advised that Ms. ***** agreed to the terms & conditions for the trade-in promotion, and as such, it doesn't allow them to provide her with a regular refund.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 08/23/2022

  
  Complaint: 17666493
  
  I am rejecting this response because:  I do not feel that the company should sell a product that does not work as promised. Their phone and chat representatives promise the product will work and be compatible with current technologies ie: MVNO and ******* services however that is not true. There had been a firmware bug with the S22 Ultra phone since its release that Samsung did not make public, nor did it rectify to date preventing it from functioning (making, receiving calls and text messages) on any MVNO or ******* service, and no ESim support for same. This is the reason why if you buy the S22 Ultra phone you must upgrade and pay top dollar for only ***************** with any carrier using the ESim technology. Despite being told by the Samsung representatives that it would work with my current setup, it was a lie. The company had me agree to the terms and conditions of my trade in device (The dollar amount in dispute), and I did in good-faith believing the phone being sold would be compatible as promised. The company intentionally misled me to believe that the S22 Ultra would work and convinced me to make the purchase. Due to the lack of compatibility of the phone, I had to return it. I was issued a refund, however I am fighting with Samsung for either the return of my Samsung Note 10+ that I sent to them, or the trade in value $500 that they have only offered me in form of a store credit. I had to go out and buy an Apple Iphone for $1700 and pay full price, because I no longer had the phone to trade in and I did not receive any reimbursement. There is no product that I want or need to buy from the Samsung website. I have lost faith in the company and feel hesitant of doing business with them again after this bait and switch stunt they have pulled. I want an exception to be made to the scam agreement they had me agree to. I want $500 to be reimbursed to me by form of check. I am willing to escalate this matter to small claims court, in which I am confident I will win the case with my evidence and cellular carrier testimonies that the Samsung S22 Ultra lacks compatibility in several areas of technology, despite it being marketed and sold as fully capable.  Please advise how Samsung wishes to proceed, will they send me a check for $500. or will I need to hand this matter over to a New York State court? Thank you.
  
  
  
  Regards,
  
  Chickie Haute

  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 Ms. ******* complaint, eCommerce has advised that per the Trade-in Terms and Conditions, if the trade-in device has been accepted and the customer decided to return the order, they will not receive any refund or other value for the Trade-In Device credit deducted from the purchase price of the new Samsung Device.  eCommerce has further advised that Ms. ***** agreed to the Terms and Conditions when she participated in the trade-in program.  However, as a gesture of goodwill, eCommerce has advised that they offered Ms. ***** a promo code with the same value as the device she traded in.  In Ms. ******* case, eCommerce has advised that they could only provide her with a $500.00 promo code once her refund for the returned item was processed.  Regrettably, outside to the $500.00 promo code, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  Date:08/03/2022

  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 Samsung Fridge and it was delivered to my home on July 13th. An hour after it was delivered in my home it flooded my kitchen to the point that my baseboard were damaged. I called urgently for them to come fix it and was told someone from Samsung would call be back within 72 business hours. July 14th I received a call from Samsung that someone would come to my house on July 21st to come fix my fridge. I did not go to work on the 21st, around 3 I noticed no one had called me to let me know they are on their way to fix my fridge. I call the company and I was informed that Samsung cancelled my repair ticket. I call Samsung and the rude employee said it was my fault for not mentioning that it was a new fridge even though I did countless times. I was then transferred to someone that placed a ticket to replace my fridge. I was told to be patience that the trucking company would call me to schedule a delivery. July 26th still nothing so I call Samsung and I am told that they don't have my fridge in stock. At this point I request I request a refund. The gentleman informed me that the exchange was cancelled and my refund was started. I followed up with samsung chat and told my refund was still pending on July 27/28. August 3rd still nothing from Samsung so I call and I was told that my refund was cancelled and I have to wait for the trucking company. I demanded that my refund be opened again because I had to go out and buy a new fridge since I couldn't be without a fridge, I spoke with ***************************** who basically told me I had to wait for the process to start all over again. I can not keep calling Samsung and being told one thing and then when I follow up I am treated like I am crazy and have to start the process from square one. I am demanding my money back in full $2,900. They have record of my receipt. All of my ticket numbers are the following *********************0, and **********.

  Business Response

  Date: 08/23/2022

  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 ****************************** claim forwarded to our Specialty ************ for review.  Our records further show the Specialty Claims agent assigned to the claim submitted a refund request of $2,672.86 for the refrigerator.  If **************** has any other concerns, please have her contact the Specialty Claims agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our valued customers may have experienced.

• Initial Complaint

  Date:08/03/2022

  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.

  Samsung is selling defective flip phones that have screens which wear out in an unreasonably short time. They offer 1 replacement which extends the life to about 1.5 years. The phone costs $1,000.

  Business Response

  Date: 08/23/2022

  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 agent assigned to the claim spoke with ************** on 8/04/22 and again on 8/05/22 as well as corresponded with him via email to discuss the case.  Our records further show the agent offered ************** a free of charge repair on the phone but he declined the offer.  Samsung's warranty is for service and all efforts to repair the phone has to be exhausted before we can offer any other accommodations.  Regrettably, outside of the aforementioned offer, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.  

  Customer Answer

  Date: 08/23/2022

  
  Complaint: 17664133
  
  I am rejecting this response because: I had the phone repaired for free.The repair was not satisfactory because it was not what was wanted. I wanted to trade the phone in because the design is defective - the folded spot on the screen will wear out again and it will not be under warranty. Your customer service personnel do not seem to communicate clearly as they are working from a script and are unable or not allowed to think. I need to speak to someone who really understands customer service and is willing to work out an amenable solution - not one that simply states Samsung's legal obligation i.e. the written warranty. In addition the trade-in value of the phone has dropped $200 since I started this complaint, further limiting my options.
  
  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, as stated in our initial response, Samsung's warranty is for service and all efforts to repair the phone has to be exhausted before we can offer any other accommodations.  However, if ************** would like to trade-in his phone, he will need to contact our eCommerce team directly for further assistance.  Regrettably, outside of our offer of a free of charge repair on the phone, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc. 

• Initial Complaint

  Date:08/03/2022

  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 sent my Samsung Galaxy s20 fe for repair and I have received an email confirmation that they received it on July 12th there was a ticket got created and shared with **** was told it would take 5-7 business days. I waited long enough and I called them back. they asked me to wait some more days. Again I called the Samsung tech support and I was told the ticket got escalated , I should be getting it by July 29th. I called the Samsung support on July 29th, I was promised that it's been escalated, I should be getting it in one or two business days. after waited three business days I called the support team. First person hung up on me in the middle. and no return call from Samsung. I called the ****** support again, tech support person redirected the call to ****** center and some one in the repair center said, it was not escalated yet. And he is going to escalate. seems never end. I want my device fixed or replacement device immediately

  Business Response

  Date: 08/23/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ******************** complaint related to his Samsung Galaxy S20 FE phone.  Our records show the agent assigned to the claim spoke with **************** as well as corresponded with him via email to discuss the case.  Our records further show the agent offered **************** a free of charge repair on the phone, to credit back the repair charge of $161.29 (voided on 8/04/22; reference confirmation #**********************) as well as expedite the repair and he accepted the offer.  Our records show **************** confirmed on 8/11/22 that he received the 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 inconvenience our valued customer may have experienced.

• Initial Complaint

  Date:08/02/2022

  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.

  Purchase date: 7/4/22 Delivered date: 7/15/22 Amount: $3,065.85 Order no: US050437297 The fridge was delivered on 7/15/22 without being installed due to timing issues. XPO 3rd party logistics handling the installation measured all the doorways and didnt mention any issue with the size of the fridge on 7/15. We agreed to leave the items as delivered with me rescheduling another date for the installation, which was scheduled for 8/2/22. On this date, XPO informed me that fridge was too big to fit through the kitchen. At this time, the 15 day return window had closed. Multiple calls with several customer service departments have been made on 8/2/22, hours on the call being transferred multiple times to different departments with absolutely no attempt at any kind of resolution to resolve the issue. The faults are with both XPO logistics as well as Samsung as they are liable for the company they are contracted with. Had XPO correctly informed me of the size issue on 7/15, I would have had ample time to return the fridge.

  Business Response

  Date: 08/23/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ************** complaint related to her Samsung.com order.  Our Samsung Home Appliance team has advised that a refund has been processed for the order.  If ********** has any other concerns, please have her contact the Samsung Home Appliance team directly for further assistance.  Thank you for contacting Samsung Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case.

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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 a $1299 Tv with samsung.com. Within 3 months of owning, the tv started flashing/flickering like a strobe light. The ** is broken. I Contact samsung, the process is so unorganized. 3rd party repair cant get part(motherboard) to fix. (My calling repair 4 times, emailing the repair &samsung to push the process along! They Transfer to refund! Finally after week&half of games on phone,email and text messages. They send to 3rd party ship. They give the shipping company the incorrect address. Now have to wait 24 hours again for a new label to be created. All while we sit with no **. I spent ALOT of money on this tv/brand! They are unorganized, unhelpful &untrustworthy! I want the gift card they promised as a refund! But their processes for return is ********! They sweet talk you for the survey at the 3nd of call..but in the end do NOT solve the issues! Please help pick up the broken tv and give me my egift card!! $1299!!!

  Business Response

  Date: 08/23/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ************************ complaint related to a refund for her Samsung television.  Our records show the agent assigned to the claim spoke with ********************** to discuss the case.  Our records further show the agent assisted ********************** with expediting the eCoupon refund of $1,200.00 for the television.  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 inconveniences our valued customer may have experienced with this case.