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Business Profile

Wholesale Electronic Supplies

Samsung Electronics America Inc.

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Samsung Electronics America Inc. has 31 locations, listed below.

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    Customer Complaints Summary

    • 15,034 total complaints in the last 3 years.
    • 4,662 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/29/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      In March 2022, I ordered on Over-the-Range Microwave with Samsung Online. It was scheduled to be delivered and installed on the following dates by ***: April 29th,(never arrived) May 13th (cancelled by *** did not have anyone to install), May 23 (microwave arrived damaged), July 11th (cancelled by ***); and July 21 (cancelled by ***).Each time I have had an encounter with ***, I called Samsung to report my experience; still nothing has changed. After the July 21st cancellation, *** stated that I would have a new appointment within ***** hours. On July 25th, I called both *** and Samsung to get another appointment and was assured by Samsung that my appointment was expedited and I would receive a call from *** with ***** hours.On July 28th, I called Samsung and stated that I had not received a call from *** as I was told on July 25th. I was placed on hold and ******** stated what I was told on Monday that this appointment would be expedited. At this point, I am extremely frustrated and disappointed with Samsung and ask to speak with a supervisor. ***** apologized for my inconvenience and that I would need to wait on *** to contact me...and that I would be compensated for my inconvenience once the microwave is delivered.This is the worse experience ever, to wait for a delivery and installation for three months and still waiting for a date. The *** report number given by Samsung is: ******* and the order number is US036661059... I am disappointed and frustrated with the process...

      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.com order.  Our Samsung Home Appliance team has advised that ******************** delivery of the order was successful.  Our Samsung Home Appliance team has further advised that the agent assigned to the claim offered **************** compensation of $85.00 for the delays/issues with the order and she accepted the offer.  If **************** has any other concerns, please have her contact our Samsung Home Appliance 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:07/29/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Ever since we purchased out Samsung appliances we have had nothing but issues with them. Our ice maker has not worked properly since we have had it. Samsung sent someone out to fix it and it worked for 1 week and went back to the same issues. Our oven when I'm cooking the oven will automatically cut off and reset it does that about 3 to 4 time just cooking. It has been going on for months.

      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 oven and refrigerator.  Our records show the agent assigned to the claim offered ************************* a free of charge repair on the top icemaker and requested the model and serial number for the oven to review for an accommodation but she didn't provide it.  If ************************* still needs assistance with the oven and refrigerator, please have her contact our agent directly in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our valued customer may have experienced.

    • Initial Complaint

      Date:07/28/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The order number on this is US509000998. We placed an order for a new dishwasher on 7/8. We received a confirmation on 7/22 that the dishwasher would be delivered and installed on 7/23, between 1-5, and the old dishwasher hauled away. We paid approximately $210 for these services when purchasing the item. On the morning of 7/23 we received a text message saying the delivery was cancelled for that day due to understaffing. It was then rescheduled to 7/27/22, between 9a-1p. Upon arrival and initial inspection, the delivery team supervisor informed me that not only do they not do install, they could not haul away the old one because they cant disconnect it. So they put the new dishwasher in my garage and left. Over the past 48 hours my husband and I have tried to get a hold of Samsung to have them complete these services over the span of 6+ chats, 6+ phone calls, and an on hold period of my last call to the home appliance team of two hours and fifteen minutes before I had to hang up to make my children dinner. One of the chats informed my husband to call a specific service center to set up the install, which we did, and they wanted an additional $161.73. We paid for this service and Samsung hired the wrong company for the follow through. They also marked the item as installed on our order online, so we cant even request a refund there. We would like a refund of the services we paid to Samsung and an apology for the absolutely terrible customer service for a simple order.

      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 Mrs. ********** complaint related to her Samsung order.  Our Home Appliance team has advised that they processed a refund for the installation services as well as a damage accommodation of $100.00 for the dent in the dishwasher.  **************** 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.

      Customer Answer

      Date: 08/18/2022

      [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:07/28/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Hi, On July 18, I called Samsung to place an order for the s22+ phone 256gb. They had a bundle deal that included the samsung watch 4 for free. I was unable to checkout online for this order, therefore, I called samsung and they place the other as well as sent me a link to pay for it. they told me to pay for it through the link and the watch will be free and that they will refund me the price of watch. I asked samsung to send me a confirmation email of this and they did. Please see attached. I received the phone today, July 28, and called them for the refund as they instructed me to do so. They denied my refund. for the watch. I spent had to spend an hour placing the order and more than an hour to try to get the promised refund.

      Business Response

      Date: 08/17/2022

      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 agent assigned to the claim assisted ****************** with this issue and resolved the matter.  If ****************** has any other concerns, please have him contact the eCommerce 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:07/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 daughter set for (8 hrs ) an entire day ( 7/28/2022) and waited for a service team member to arrive for the scheduled time frame. 30 minutes before the allotted time frame was up my daughter had to refresh the online system to find out that the repair appointment had been rescheduled for Saturday the July 30th without her knowledge. This was a complete waste of time, Samsung is a terrible company and I will never do business with them again! Service #**********

      Business Response

      Date: 08/17/2022

      Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ********************** complaint related to his Samsung television.  Our records show ****************** accepted our offer of an exchange through the retailer due to the delay of parts needed to repair the television.  Our records further show an exchange request submitted for the television and the retailer will contact ****************** in order to complete the process.  If ****************** has any other concerns, please have him 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 customer may have experienced.

    • Initial Complaint

      Date:07/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 has not been working for a few years and I heard about the class action lawsuit so I am filing a claim. I contacted Samsung directly and they told me that the model of my refrigerator is not covered under this class action but I do not believe it since all of the complaints I have seen from people are with the same refrigerator as mine.

      Business Response

      Date: 08/17/2022

      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 spoke with ********************** on 8/02/22 to discuss the case.  Our records further show the agent explained to ********************** that the refrigerator is out-of-warranty and offered to set up an out-of-warranty repair but she declined the offer.  ************************** refrigerator is over 9 years old, is out of its one-year manufacturers warranty as well as outside of the 5-year warranty for the sealed system and due to the age, it does not qualify for any accommodations; the cost for any out-of-warranty repairs would be at her expense.  Regrettably, outside of our offer to set up an out-of-warranty repair, there are no accommodations for the claim.  Thank you for contacting Samsung Electronics America, Inc.

    • Initial Complaint

      Date:07/28/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Galaxy Smart Watch 4 in September 2020 (when the watch first come out). About a month ago (while the watch is still under warranty) the watch battery could only hold charge for 2 hours. After contacting customer service and sending the watch away for repair, I was told that I need to pay $187.00 fee for the repair, since the mother board has water damage. I contacted customer service several time since then and they are not able to answer why the watch will not be replaced at no cost. The watch is also advertised as water resistant. (Galaxy Watch4 Classic can stay under 5 feet of water for up to 30 minutes). I need the watch to be replaced or I demand a full refund of the price paid.

      Business Response

      Date: 08/17/2022

      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 Watch4.  Our records show the agent assigned to the claim offered ****************** a free of charge repair on the watch and she accepted the offer.  Our records further show the agent submitted a service request and provided ****************** with a *** shipping label to send the watch 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: 08/29/2022

      [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 their resolution is satisfactory to me. The situation is still not fully resolved.
      Samsung contacted me and offered a replacement. Then a week later they said that they are going to offer me a refund, since they can not send a replacement. I am still waiting on the refund.

      Regards,

      *********************************

    • Initial Complaint

      Date:07/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 12/21/20, we purchased a Galaxy Watch Active 2 for my son for around $205. Out of the box the Galaxy Watch does not work that well around water (washing hands, shower, etc). I am concerned because Samsung claims their Galaxy Watch lines can be submerged under water for up to 30 minutes. However, my son's watch was defective, and it did not work as advertised. We have had issues with it charging, waterlock disengaging, and screen operation. The watch got stuck in a boot loop and then died on its own. Although the battery was charging, the watch still didn't work. Samsung support has been contacted several times via different means, such as online chat and telephone. On Monday July 25th 2022, I was told special tech support would contact me on Tuesday July 26th, 2022 by ****am which did not happen. I called back and asked for support, a supervisor, or anyone that could help me and was told special tech support would contact me within two hours, which also did not happen. When I called Samsung, they told me we could only get the watch working if we had it repaired or traded it in. Even though my product failed to meet their standards, they tried to convince me to buy another expensive product! Furious, I asked them to transfer me to the "Special Support" line I was originally supposed to speak with. I was told that the only option I had was to pay for the repair or trade it in. In response to my request to speak to a supervisor, the employee said a supervisor would call me back within an hour. I waited several hours and they didn't call me back. As a result of their service and defective watch, I am angry with them. I have a Samsung Support ticket number of **********, and my IMEI code is ***************.

      Business Response

      Date: 08/17/2022

      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 Watch Active 2.  Our records show the agent assigned to the claim offered ****************** a free of charge repair on the watch as a one-time courtesy and he accepted the offer.  Our records further show the agent submitted a service request and provided ****************** with a *** shipping label to send the watch in to our service center for repair.  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:07/28/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The ice-maker on our Samsung refrigerator/freezer continually freezes up, and will stop making ice because the ice is blocked from falling into the bucket. If I chisel the ice out from under and along side the ice tray, it will start making ice again, but will freeze up again in a matter of a couple days. Several months ago we purchased a new ice bucket because the original one was cracked in several places. This did nothing to improve the performance of the ice-maker. Additionally, water drips down the outside front of the freezer door from the ice maker area. Recently, it will not switch from crushed ice to cube ice when the selector is used. We purchased this refrigerator, model RF28HFEDBSR on March 3, 2018 from ********* in ******, **.

      Business Response

      Date: 08/01/2022

      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 refrigerator.  Our records show that the agent assigned to the claim corresponded with **************** to discuss the case further. 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 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:07/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 provided a Coupon Code for $250 because I purchased a Samsung mobile phone. I purchased accessories with Coupon Code 5LPSRLSLVN & the items received where wrong & returned to Samsung. After many conversations (trying to communicate) with Samsung representatives, Samsung states they will issue a new coupon code but it has not been done, Samsung Appeal Case # App-COMM-*******, date 7/21/22.

      Business Response

      Date: 08/17/2022

      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 agent assigned to the claim assisted **************** with this issue and resolved the matter.  If **************** has any other concerns, please have him contact the eCommerce 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.

    Samsung Electronics America Inc. is BBB Accredited.

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