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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

    • 15,063 total complaints in the last 3 years.
    • 4,675 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:07/27/2022

      Type:Delivery 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 is US064137362, I had a washer and dryer delivery today, And for these heavy and large appliances. There is only one guy to drag it all of way to my basement which he is really struggle with and I have to help him out and it is super heavy and got myself hurt and bleed. The product itself drag and hit the ground multiple times, not sure if it will cause any potential issues. I just don't think it make sense to just have one guy delivery home appliances? How can you possibly just have one guy delivery home appliance? If I had refrigerator delivery next week, and it need to go to second floor. I don't expect I need to help and try my a** off to lift it. This is so ridiculous. The delivery services is extremely bad.

      Business Response

      Date: 08/16/2022

      Thank you for contacting Samsung Electronics America, we appreciate the opportunity to respond to your inquiry.  Samsung reviewed **************** complaint related to the Samsung.com order.  HA eCommerce has advised that the agent has assisted ************ with resolving the matter.  Thank you for contacting Samsung Electronics America.  We apologize for any inconvenience our valued customer may have experienced with this case.

      Customer Answer

      Date: 09/09/2022


      Complaint: 17635184

      I am rejecting this response because:

       

      I did not received promised compensation from the associated calling me.



      Regards,

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

      Business Response

      Date: 09/22/2022

      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 they processed a compensation accommodation of $100.00 due to the inconvenience of the order.  If ************ has any other concerns, please have him 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.

      Customer Answer

      Date: 09/23/2022

      [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:07/27/2022

      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.
      I have made a large ticket purchase from Samsung on June 20, 2022 for a range, refrigerator and a dishwasher. The intended delivery date was July 2nd, 2022 which was a Saturday. Since I live in a coop building they do not allow large deliveries on weekends and holidays so I had promptly called Samsung and rescheduled the delivery for July 5th. Apparently the shipping company was not notified and had attempted to delivery on 7/2. This could not happen so the next available date for delivery was 7/18. I currently had contractors finishing up and will not be available to install any of the items that far into the month. I had returned all the items at 7/7 and was suppose to be issued a refund in 5-7 days. I had called almost daily to follow up with my refund of $7,052.05. Turns out the delivery company XPO was not even notified and attempted to delivery my items again 7/18. XPO had not even known the items were cancelled until 7/22 and 7/25 after I had called them myself to inform them. I been constantly been given the run around by samsung, been given false promises about my refund and they are currently holding my money hostage. I have supposedly escalated the issues with no avail. This has taken upwards of 30+ hours talking to them on the phone and cause tremendous stress on me and STILL do not have my refund.

      Business Response

      Date: 08/16/2022

      Thank you for contacting Samsung Electronics America, we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ************** complaint related to the Samsung.com order.  HA eCommerce has advised that the agent has been assisting Ms. **** with this issue in an attempt to resolve the matter.   Thank you for contacting Samsung Electronics America.  We apologize for any inconvenience our valued customer may have experienced with this case.

    • Initial Complaint

      Date:07/27/2022

      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.
      Samsung French door refrigerator ice maker freezes up and will not dispense. The condenser froze up and we already had to repair. Periodically it stops cooling and freezing causing all food to spoil. This has been going on since we have had this product. This product is terrible and customers should be granted refunds and reimbursement for food.

      Business Response

      Date: 08/01/2022

      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. 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 customer may have experienced.

    • Initial Complaint

      Date:07/27/2022

      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.
      sept 21,2021 was the purchase date of a samsung refrigerator. after 3 attemp to repair the un even refrigerator from saumsung. Samsung does not response to my request any more.

      Business Response

      Date: 08/16/2022

      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 spoke with ************ to discuss the case.  Our records further show the agent explained to ************ that the refrigerator was deemed physical damage due to a gap (frame of the refrigerator is damaged/warped) which is letting cold air into the freezer causing the icemaker not to work.  The agent further explained to ************ that unfortunately, this type of damage is not covered under Samsung warranty.  Regrettably, due to the refrigerator being deemed physical damage, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customer may have experienced. 

    • Initial Complaint

      Date:07/27/2022

      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.
      We have had multiple issues with our samsung RF268ABRS. 1) the front panel started flashing random temperatures. None of the buttons would work either. I paid to have another front panel board installed. It is not flashing Random numbers. The temps are never accurate. Things in the fridge portion is frozen when we go to use them. 2) we have never been able to use the ice maker. Then We have to take it complete apart so we could Sleep. It would turn and make this loud popping sound. Very frustrating

      Business Response

      Date: 08/17/2022

      Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Samsung has reviewed Mrs. ********* complaint related to her refrigerator.  Our records show the agent assigned to the claim spoke with ********************* on 7/29/22 as well as corresponded with her via email to discuss the case.  Our records further show ********************* advised the agent that the refrigerator came with the purchase of the home.  The agent explained ********************* that due to her not being the original owner of the refrigerator, Samsung is unable to offer any accommodations as the warranty does not carry over to the new owner.  In addition, our records show ************************* refrigerator is over 13 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 would not qualify for any accommodations.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

    • Initial Complaint

      Date:07/27/2022

      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.
      The Ice maker in my samsung refrigerator continually freezes up and fails over and over again. No how many you tube videos or how many gadgets I have purchased to supposedly fix the problem, the ice maker fails again and again and again. No amount of defrosting will help solve this issue. It has been happening for years and it is definitely a design flaw.

      Business Response

      Date: 07/29/2022

      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 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:07/27/2022

      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.
      So I bought a Samsung refi model # rf28k9580sg/aa .. and the ice maker stop working or it freezes up .. also my screen keeps saying door is open and I cant shut it off cuz it stays on all day . I call Samsung and they said the model is discontinued and it **** cuz I pay $3500 for this refi that it had problems the first month even the freezer light doesnt turn on its annoying..

      Business Response

      Date: 08/05/2022

      Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ****** complaint related to his Refrigerator. Our records show the agent assigned to the claim corresponded with ************** to discuss the case. Our records further show ************** accepted our offer of a free-of-charge repair on the Refrigerator ice maker. The agent submitted a service request process order but, the service request indicated canceled due to the Samsung authorized servicer not being able to contact ************** to schedule the repair of the unit. If ************** would like to proceed with service, 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:07/27/2022

      Type:Product 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 washer from Samsung 3 years ago. The bleach container and top of my washer is completely rusted out. My white sheets and clothing are completely ruined with rust stains. I researched this issue online and see many people are experiencing this same issue. I contacted Samsung and they refuse to do anything for me.

      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 washer.  Our records show ********************** claim forwarded to our Specialty ************ for review.  Our records further show ****************** accepted our offer of a pro-rated refund for the washer.  The agent submitted a refund request of $390.61? for the washer.  If ****************** has any other concerns, please have her contact the Specialty Claims agent assigned to the claim 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: 08/24/2022


      Complaint: 17633944

      I am rejecting this response because: I have had several email and text conversations with many different people/departments at Samsung, I have yet to receive a refund. I sent a text message this morning inquiring about my refund but have not had a response. 



      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 records show the refund of $390.61 issued on 8/24/22 in the form of Direct Deposit for the washer.  Our records further show compensation of $500.00 issued on 8/26/22 in the form of Direct Deposit for the clothing damage.  If ****************** has any other concerns, please have her contact the Specialty Claims 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.

      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:07/27/2022

      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.
      We had our Samsung Refrigerator repaired last year for cooling issues and ice maker issues. Found there has been a class action lawsuit filed on the Ice maker and called Samsung they will be sending someone out for repair. When letting them know our fridge is having cooling issues once again they told me I need to pay out of pocket because that is not their problem. Through research I have found there is a current class action lawsuit for cooling issues.

      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 ******************* ** 7/29/22 to discuss the case.  Our records further show the agent explained to ******************* that the refrigerator is out-of-warranty and due to the age, Samsung is unable to offer any accommodations outside of a free of charge repair on the icemaker.  ****************************** refrigerator is over 9 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations; the cost for any out-of-warranty repairs to address the cooling issues would be at her expense.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

      Customer Answer

      Date: 08/17/2022


      Complaint: 17633797

      I am rejecting this response because:

      I have now had to pay out of pocket twice for a new cooling unit. This is unacceptable and I should be reimbursed.

      Regards,

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

      Business Response

      Date: 08/22/2022

      Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of *********************** complaint, unfortunately as stated in our initial response, the 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 to address the cooling issues would be at her expense.  Samsung's decision related to ****************************** refrigerator is final.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

    • Initial Complaint

      Date:07/27/2022

      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.
      I have the Samsung side by side fridge with in door icemaker. The icemaker does not work. This has been an on going issue and never works. Want a full refund on fridge.

      Business Response

      Date: 08/05/2022

      Thank you for contacting Samsung Electronics America,**** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ******** complaint regarding her refrigerator concerns. Our records show the agent assigned to the claim corresponded with ****************** to discuss the case. Our record further show the agent offered a free-of-charge repair on the refrigerator ice maker; however, ****************** declined.  The agent explained to ****************** that due to the age of the refrigerator, Ms. ******** refrigerator is a one-year manufacturer warranty and qualifies for a free-of-charge repair for the ice maker only. Regrettably, outside of the aforementioned, there are no additional accommodations for this claim. If ****************** would like to accept the ice maker repair, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

      Customer Answer

      Date: 08/05/2022


      Complaint: 17633143

      I am rejecting this response because:
      Repairs will not fix this issue. Samsung has a lawsuit about this issue!!!!  Repairs do NOT fix it!  Refund us now for fridge!  I will not accept any thing less!  Again Samsung has a lawsuit about this ice maker issue!!!!!!


      Regards,

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

    Samsung Electronics America Inc. is BBB Accredited.

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