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 Appliance

  42902 Executive Drive Troy, MI 48085

• 

  Samsung

  12100 Samsung Blvd Austin, TX 78754

• 

  Dallas Samsung Repair

  227 E Greenbriar Ln # G39 Dallas, TX 75203-1013

• 

  Samsung

  1327 Rivermist Dr Sw Lilburn, GA 30047

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:07/31/2022

  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 has a series of phones called flip. These phones have a big defect that makes the screen go black from flipping the phone open. The phones start at $1000. The issue started at about 3 months of use. Its clearly a design defect samsung rushed these phones to consumers. When I contacted Samsung and spoke to customer service for almost 4 hours. They stated that that damage was out of warranty damage and said it was my fault. They want me to pay $100 for a replacement phone that will have the same issue down the line after I paid $1200 for a phone less than 5 months ago. Now they told me that if their technicians see that Im not at fault that the $100 will be returned to me as a voucher to spend at Samsung!!? That is insane. So Im still going to be out almost $1300 for a phone that they poorly designed. And Im not the only person with this complaint. If you go to Samsungs website theres hundreds of people talking about the same issue. This is a multi billion dollar company scamming people out of thousands of dollars because they have a poorly designed device that they rushed to consumers. The fact that they blame the customers for something that they poorly designed is absurd. They make it seem like if I got my phone and threw it in a wall out the box. They seriously to recall these phones and reimburse people for the money the stole from consumers.

  Business Response

  Date: 08/19/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ********************** complaint related to his Samsung Flip phone.  Our records show the agent assigned to the claim spoke with ************** on 8/02/22 to discuss the case.  Our records further show ************** informed the agent that he replaced the phone.  The agent explained to ************** that unfortunately with the phone no longer in his possession, Samsung is unable to offer him any accommodations.  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.

• Initial Complaint

  Date:07/31/2022

  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 Samsung ice maker froze up within weeks of purchasing. Last year I heard Samsung was recognizing the ice makers were faulty so I called them and even though it was out of warranty they authorized a repair. I thought it was awesome and was grateful. They then called me back and said the authorized repair center refused to fix it and there was no recourse. Ice maker is still frozen. There should be a case number under my name and phone number.

  Business Response

  Date: 08/19/2022

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to follow up on your inquiry.  Samsung has reviewed Mr. ***** complaint related to his Samsung refrigerator.  Our records show the agent assigned to the claim offered ************ a pro-rated refund for the refrigerator and he accepted the offer.  Our records further show the agent submitted a refund request of $837.76 for the refrigerator and advised ************ on the refund process.  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 valued customer may have experienced with this case.

• Initial Complaint

  Date:07/30/2022

  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.

  Date of txn- 07/13/2022 Item - samsung sound bar Q950A Order number- US339711621 Mode of shipping- Best buy pickup Issue- promised to pricematch with Q990B as the Q950A is out of stock.Description- I placed a order for sound bar on 07/13/2022, for Q950A and its been 3 weeks and I have been follwoing up regularly, but thre is no update on the item availability whatsoever. On 07/28, I did call back to Samsung to get an update on my order, the agent **** Einnar ******** from phone support, INSISTED that she will cancel the order for Q950A as item is not showing available on bestbuy wesbite and also samsung website and asked me to chose a sound bar with similar specification and she would be able to price match after confriming with her manager.She requested me to wait for 24-48hrs, so that in meanwhile she will be getting a coupon of pricedifference and create a new link with the Q990B and sent on my email id. After 24 hrs she did sent an email but there is still a 650$ price difference from what I paid on my previous order. I tried emailing her with the discrepancy and she would never respond back to me. The refnumber she provided is 8607585.I have been talking to multiple agents but to no avail, this morning I was encountered by rude phone agent from *****, she inssited that she is manager for all and started cussing me out and behaved so impolitely to start the conversation,If samsung is excpecting business from my family again, make sure you make this issue right and have *** based customer support not from other countries, who got no clue how business work here.Thank you

  Business Response

  Date: 08/19/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ********************** complaint related to his Samsung.com order.  eCommerce has advised that the sound bar ****************** ordered was out of stock and when he called in for the delivery follow up, the agent he spoke with offered a price match for another sound bar Q990B and cancelled his original order.  eCommerce has further advised that the sound bar Q950A that ****************** ordered was in promotion, so the price was significantly lower than Q990B sound bar.  ****************** wants the price match honored however, the agent assigned to the claim explained to him that Samsung could only price match orders with the same SKU on both order.  In addition, eCommerce has advised that ****************** was previously provided with a $50.00 and $300.00 promo codes as a compensation as well as the promo code he used on the cancelled order was re-activated.  The agent also informed ****************** that they could price match if he orders the same sound bar Q950A but could no longer provide additional promo code as a compensation.  Regrettably, there are no additional accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 08/19/2022

  
  Complaint: 17648214
  
  I am rejecting this response because:

  I am done dealing with your agents. I regret to let the samsung management to know that, ask your agents not to make any false promises to any customer. It was against wish that the agent canceled the order and promised to do the pricematch. 

  It is what it is. The 300 samsung gave is from the previous order coupon and the 3 tier agent stopped responding to my queries. There is someone from *****, who claimed to be a manager was so rude while enquiring about my order. Wth, is that how you address the customer.

  Please have some compassion and kondness when you screwed up my order. All my applicances and gadgets are from samsung. Just to let the management know.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/26/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of ********************** complaint, eCommerce/Samsung would like to thank him for his feedback as it allows us to understand better how we can improve our customers' experience.  If ****************** has any other concerns, please have him contact the eCommerce agent assigned to the claim 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:07/30/2022

  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 brand new Samsung Galaxy s21 5g from Samsung.com in June 2022. After having the phone for about two weeks and doing a recently update, my phone keeps randomly freezing and crashing multiple times a day at random times no matter what activities I am performing on my phone. I have tried to see if it was a 3rd party app causing the issue but that is not the case. I factory resetted my phone and it is still freezing all the time. I have taken the phone to Best Buy to have them look at the phone and they said that they cannot see what is going on with my phone. I was told by Samsung the only option I have is to ship my phone to have Samsung look at it which is ridiculous because I do not have a back up phone so I will be without a phone for two weeks.... What I am hoping for is Samsung to send me a replacement phone first, then I will send back the broken phone. I cannot send my phone until I have a replacement phone in hand because I cannot be without my phone. Order # US030851883.

  Business Response

  Date: 08/19/2022

  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 S21 5G phone.  Our records show the agent assigned to the claim spoke with ****************** on 8/04/22 to discuss the case.  Our records further show the agent explained to ****************** that he needs to proceed with service on the phone.  Samsung's warranty is for service and all efforts to repair the phone has to be exhausted before we can offer any other accommodations.  In addition, Samsung does not have a loaner program and ****************** would have to procure a temporary phone while he sends in his phone for repair.  Regrettably, outside of mail in service for the phone, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America.  

  Customer Answer

  Date: 08/20/2022

  
  Complaint: 17647856
  
  I am rejecting this response because it is terrible that I have to go without a phone for two weeks. Terrible that Samsung won't just send me a replacement phone. 
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/30/2022

  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 dishwasher (also bought micro, frig, stove.) appliances 6/11 on line. Delivery was 6/25. I did not use the dishwasher for a few days. When I did use for the first time the door was broken. I called Samsung 7/1 to report a problem with the door. They where sending a repair person with my request the appt. After 330. The first repair was scheduled for 7/8 but they could not do after 330. Rescheduled for 7/22 again they are unable to come after 330. They did charge for service and reported no issue with dishwasher (Cone Repair -********* **). **************** XPO set up 7/23 they came and reported this was unable to fix. So after calling samsung again they finally agreed to replace after several transfers and time on phone. This was arranged 7/23 to replace. XPO came to repair Per samsung order.So after several hours again on the phone I can not get any help in replacing the dishwasher. I asked for additional management to talk to about this. Informed the I work have to call again Monday when customer service was open.. I request to have customer service call me on Monday. But this has been 30 days I'd a broken dishwasher with no help or success with talking with ******* over 3 hours just today. Can anyone help ?

  Business Response

  Date: 08/18/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ************************** complaint related to her Samsung dishwasher.  Our Samsung Home Appliance team has advised that replacement dishwasher was processed on 8/03/22 with an estimated delivery date on 8/06/22 to the address on file.  If ********************** has any other concerns, please have her contact our 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:07/30/2022

  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 Samsung refrigerator leaking from the bottom of the fridge constantly all over the floors, also leaking inside the fridge, Ice building up on the back wall, icemaker not working.water leaking then freezing under the Vegetable drawers

  Business Response

  Date: 08/18/2022

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ********************** complaint related to his Samsung refrigerator.  Our records show the agent assigned to the claim spoke with ****************** on 8/08/22 to discuss the case.  Our records further show the agent explained to ****************** that the refrigerator was out-of-warranty and offered to set up an out-of-warranty repair but he declined the offer.  ********************** refrigerator is over 16 years old, is out of its one-year manufacturers warranty as well as outside of the five-year warranty for the sealed system and due to the age, it does not qualify for any accommodations.  Regrettably, outside of our offer to set up an out-of-warranty repair, there are no accommodations for the claim.  Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  Date:07/30/2022

  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 had a cracked screen on my samsung s22 ultra...At first I went to the local samsung store to fix it. They did the initial diagnosis and told me it will cost $289 plus tax to repair it. But unfortunately, they don't have the parts to repair right away and I have to come back in about 1 week to pick up the phone once it is fixed. I chose not to do that cause I don't want to drive 40 mins to pick up the phone. So, I decided to just ship the phone to samsung repair center. I called samsung and create a ticket for repair . My credit card was charged $430 as a hold( I just told them my front screen needs replacement).So the repair center replaced the Lcd but the quality check failed. Then they replaced the front camera. The charge me total of $430 for the repair( exact amount that was put on hold initially). So, my concern here is nothing was wrong with my front camera when I send my phone for repair. I sent it repair the cracked screen. I am 100% sure camera was damaged during the repair process itself. So I should not be charged for that.. I tried calling 1-800-Samsung as well as samsung care via chat support..But could not get any resolution. The customer support team does not even try to escalate the problem to the right department. They keep transferring the call to the repair center and I was put on hold for more than 30 mins with no one answering and the phone got disconnected. I tried so many times. I asked them if I could talk to case management team about it. Have not heard yet

  Business Response

  Date: 08/18/2022

  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 S22 Ultra phone.  Our records show the agent assigned to the claim offered Mr. **** compensation for the repair cost and he accepted the offer.  Our records further show the agent submitted a compensation request of $190.00 for the accommodation and provided Mr. **** with information on the compensation process.  *********** 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:07/29/2022

  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 name is *********************** and this is my claim number for my repair **********.I purchased a galaxy zfold3 5g phone in December of 2021, only to have problems with it six months later. I sent my phone in for a repair because half of the touch screen does not work and it has a blackline in the middle of the fold. These problems did not happen at the same time the blackline just happened in July. The touch screen stop working in May, so I sent my phone to Samsung because it is under warranty and they do not want to honor the warranty. I paid over a thousand dollars for the phone and I want them to fix or replace the defective phone. This is a defect in the phone, so they need to repair or replace the phone. All I want is for Samsung to honor their warranty and fix my phone. I have purchased numerous Samsung products but this may be my last purchase because Samsung seems to care more about the dollar then the product and the people who purchase their products. All my family members purchase Samsung because of me , I hope they will honor their products. I can be reached at ************ Thank you *************

  Business Response

  Date: 08/18/2022

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed **************** complaint related to her Samsung Galaxy ZFold3 5G phone.  Our records show the agent assigned to the claim offered ************ a free of charge repair on the phone and she accepted the offer.  Our records further show the agent submitted a service request and provided ************ with a *** shipping label to send the phone 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, ****  We apologize for any inconvenience our valued customer may have experienced.

• Initial Complaint

  Date:07/29/2022

  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.

  On 9/5/2015 I purchased a Samsung Refrigerator from Lowes, in ********** for $1861.23 invoice #*****, store #****. I also purchased an extended warranty with the Samsung refrigerator at a separate price, which would give a 5 year extension. In the fall of 2019, I went to Lowes to inquire on the process of having my refrigerator serviced under my warranty. I explained that the icemaker wasn't making ice and the container was stuck and would not come out. The Lowes employee informed me that Samsung was having a problem with my particular model and that I should go through Samsung as they would cover the repair. Samsung has sent their technician to my home to repair this known problem since 2019, eight times. The last time the technician was here, he deemed the icemaker unrepairable confirmation #**********, and stated that he advised Samsung. He also said that they would be in touch with me, to replace the refrigerator. Samsungs response is to offer me $563. 00 after their depreciation of the refrigerator, stating it is out of warranty. My stance is 1) This is a consistent defective problem with this model, which 8 times they could not repair. 2) When they took the responsibility to repair the refrigerator the first time, they took me out of the warranty I had with Lowes. 3) They are depreciating my refrigerator 3 years after they originally attempted to repair it, lowering the value.

  Business Response

  Date: 08/18/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ********************** complaint related to his Samsung refrigerator.  Our records show the agent assigned to the claim offered ****************** the option of either a 50% off coupon or a pro-rated refund of $543.80 for the refrigerator but he declined the offers.  Our records further show the agent explained to ****************** that unfortunately due to the refrigerator being deemed unrepairable, a repair is no longer an option as an accommodation.  Regrettably, outside of one of the aforementioned offers, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 08/22/2022

  [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:07/29/2022

  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.

  Bought phone 2 months ago at my carrier. Phone has been working great. Recently I picked up the phone and there is a rattling near the camera. I read several reviews from several carriers stating that the same product has the same issue. I am reaching out because you need to replace the device with a brand new one because you are the manufacture, or I will submit proof of purchase for refund of defective equipment. I will not settle on sending in phone for repair as I need it to run my business.

  Business Response

  Date: 08/18/2022

  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 corresponded with ******************** via email to discuss the case.  Our records further show ******************** informed the agent that his carrier exchanged phone.  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 valued customer may have experienced with this case.