Business Profile

Wholesale Electronic Supplies

Samsung Electronics America Inc.

Headquarters

Complaints

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

Customer Complaints Summary

15,089 total complaints in the last 3 years.
4,671 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/14/2022
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 purchased a damaged washer on 6/12/22, this was reported on 6/16/22, the manufacturer is refusing it fix my washer and has given me the run around for over a month. The washer was damaged when I purchased it.
Business Response
Date: 08/03/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed **************** complaint related to his Samsung Washing Machine. 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 free-of-charge repair as a one-time courtesy before we received his BBB complaint. The agent assigned to the claim submitted a request to process the order, and our records show the repair service completed on the Washing Machine. 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: 08/03/2022

Complaint: 17568247

I am rejecting this response because:

Samsung is well aware that the case was not resolved. The machine was not repaired. Please use the proper pronouns, clearly **** is a females name.

Regards,

*******************
Business Response
Date: 08/15/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Upon further review of **************** complaint, Samsung would first like to apologize for addressing her as ************** in our initial response. Our records show the agent assigned to the claim attempted to contact ************** on 8/08/22 to discuss the case but was unsuccessful in reaching her. Our records further show the agent was unable to leave ************** a voice message (voice mailbox full) and followed up the call with an email requesting the best number and time to reach her. If ************** still needs assistance with the washer, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customers may have experienced.
Customer Answer
Date: 08/16/2022

Complaint: 17568247

I am rejecting this response because:that is false information, I work from home and have full service here. My mailbox is not full.Ive contacted Samsung on a million occasions and even complained about the lack of responses! Please confirm my phone number. My records from ******* will prove you wrong!

Regards,

*******************
Business Response
Date: 08/26/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has further reviewed **************** complaint related to her Samsung washer. Our records show the agent assigned to the claim made multiple attempts to contact ************** on 8/18/22 and again on 8/22/22 by phone and via email to discuss the case further but was unsuccessful in reaching her. If ************** still needs assistance with the washer, please have her reply to the agents' email and confirm her phone number as well as advise on the best time to contact her in order to proceed with the claim. Thank you for contacting Samsung Electronics America, ****, we apologize for any inconvenience our valued customers may have experienced.
Customer Answer
Date: 08/30/2022

Complaint: 17568247

I am rejecting this response because:

You obviously dont have my phone number. Please confirm the number that you have. You are contacting my boyfriend not me!
Regards,

*******************
Business Response
Date: 09/09/2022
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 agent assigned to the claim spoke with her briefly on 9/01/22 and she agreed to corresponded with them via email to discuss the case. Our records further show the agent offered ************** a free of charge repair on the washer. If ************** would like to accept the offer, please have her contact our agent directly at a suitable time of her convenience for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconveniences our valued customer may have experienced with this case.
Customer Answer
Date: 09/12/2022
[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:07/14/2022
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.
On May 31st, I purchased a Samsung Family Hub refrigerator, order #US158676887, model #RS22T5561SG/AA, which was delivered on June 27th. My instructions were to run a gallon of water through the refrigerator water dispencer and dump the ice before drinking the water. I've run gallons of water through it and dumped the water serveral times and on Sunday, July 10th, when I reached out to Samsung to complain about the filter's failure to provide safe driniking water for me and my family, the particle count was still over 200 (see attached). That 2 hour, chat/text conversation ended with me being assured that I would receive a new filter in the mail and payment for a 3-year extended warranty. Yesterday, July 13th I received a text message stating that "The requested water filter is not available free of charge as part of the No Charge parts program and must be purchased separately or provided by an authorized Samsung Technician." I called the 800-Samsung # provided, only to be told that I had to pay to replace the water filter that never worked in the brand new refrigerator that I've already paid for...then put on hold for 45 minutes with no resolution. I need a new water filter or a new refrigerator if that's the only way to resolve this issue. I've paid for the refrigerator and am not paying to replace a defective ****** filter that has been in my brand new refrigerator for who knows how long.
Business Response
Date: 08/03/2022
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 further. Our records show ************** accepted our offer of repair to diagnose her Refrigerator. The agent assigned to the claim submitted a request to process the order, and our record shows no defect found with the unit. If ************** has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customers may have experienced.
Customer Answer
Date: 08/03/2022

Complaint: 17567917

I am rejecting this response because: I purchased the refrigerator in good faith that it worked 100% to meet the needs of me and my family. You offered and accepted a replacement filter for my new refrigerator or for you to pick up the refrigerator and return ALL of my money.
My complaint is that the filter in the refrigretor does not filter the water to a drinkable status. I've been back and forth with ****************** ************* who explained to me that my water filter tester dose not meet some qualifications to test water. Yet the technician who came to my house...did NOT check ANY COMPONENT of the refrigerator. He pulled the filter out and put it back in. Then he watched and recorded ME use that same water tester to prove that there is a difference between the water in the sink, the refrigerator and my filtered zero water picture. After he called Samsung for advice, the technician said on speaker phone - "it is what it is."
I am a U.S. Army Veteran who knows about making water drinkable in combat...I will not do that in my home. You promised me a filter to replace the one that has been in my refrigerator for 6 months before I received it, and that is what I was expecting. If you cannot uphold your own words, then PLEASE, schedule my refrigerator pick up time and I'll take my business somewhere else.

Regards,

***********************
Business Response
Date: 08/15/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Upon further review of Ms. ****** complaint, our records show the agent assigned to the claim corresponded with her via email to discuss the case further. Our records further show on the previous repair, the technician noted there was no defect found with the refrigerator. The agent explained to ************** that Samsung is unable to compensate her for a new water filter or accommodate her with a replacement refrigerator. Regrettably, there are no accommodations for this claim. If ************** has any other issues with the refrigerator, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc.
Customer Answer
Date: 08/17/2022

Complaint: 17567917

I am rejecting this response because: Your agent has missed led you...my complaint was not about the dent that came on the side of the refrigerator, it is about the 6-month old filter that does not filter water very well. The same filter that is under SPECS (KEY FEATURES - HAF-QIN) when you buy the refrigerator, making it a component of the purchase. You, Samsung, sold me a $2000+ item that I can't fully use...(the ice maker and water dispenser). You, promised a replacement filter and then text'd me a change of mind.
I don't want a replacement refrigerator, I have been telling your agent that I want a refund, and to return the refrigerator, and give me back my extended warranty money too. I've asked to speak to someone that ****************** works for and he has blown me off with apologies and nothing for weeks. Your filter, HAF-QIN, has always been the source of my complaint and I was offered and accepted a replacement filter because below is what you promised me when I purchased the refrigerator:
"Only Samsung Genuine Filters are designed to work with your Samsung refrigerator." "Samsung filters out up to 80% more contaminants than other leading private label brands. Not only will you enjoy FRESHER and CLEANER WATER, having a Samsung filter insures you wont deal with water leaking and other related problems that often come with using another brand."
Fresher and cleaner water did not happen, and you are still treating me like your customer service agent who said, "it is what it is." It is a customer who spent over $2000 telling you that your filter is deficient and I am still requesting a new filter or a REFUND!

Regards,

***********************
Business Response
Date: 08/29/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has further reviewed Mrs. ****** complaint related to her Samsung refrigerator. Our records show the agent assigned to the claim corresponded with *************** via email to discuss the rebuttal further. Our records further show the agent explained *************** again that Samsung is unable to provide her with her with a new water filter or offer her a refund accommodation for the refrigerator as it was confirmed by our technician that there was no problem with the water filter itself. In addition, our records show the agent previously informed *************** that Samsung's warranty does not cover the replacement of water filters. Samsung's warranty is for service and all efforts to repair the refrigerator have to be exhausted before we can offer any other accommodations. As stated in our previous response, the technician noted that there was no defect found with the refrigerator or the water filter. Samsung's decision related to ******************* refrigerator is final. Regrettably, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, ****
Initial Complaint
Date:07/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed 4 separate orders for 4 Samsung Galaxy S22(s) online at Samsung.com. I never received the orders even though they are being marked as "delivered". I checked with neighbors and searched my entire property and did not receive anything.I tried calling ***** but could not reach anyone.************************* ****************************************************************** ************************** US533709177 US365908627 US004000197 US308422582
Business Response
Date: 08/02/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry. Samsung has reviewed ******************** complaint related to his 4 Samsung.com orders. 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:07/14/2022
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 range from Samsung, which at first use begun to have problems. I contacted Samsung and they agreed to send representative to repair issue. Their representative dismissed any obligations and without any investigation just told that all of this my fault and I should pay for repair range which is just 2 week old. Representative on phone was rude and arrogant. They just canceled my appointment and ticket **********.I would like to whole unit to be replaced.
Business Response
Date: 08/03/2022
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 Electric Oven.Our records show that the agent assigned to the claim corresponded with ************************ to discuss the case further. The agent assigned to the claim explained to *********************** about the appliance's warranty and informed him physical damage was not covered. Unfortunately, the Samsung warranty does not cover this type of damage. Our records further show that the agent offered *********************** an out-of-warranty repair service, but he declined. Regrettably, outside of the aforementioned, there are no additional accommodations for this claim. Thank you for contacting Samsung Electronics America, ****
Customer Answer
Date: 08/03/2022

Complaint: 17567537

I am rejecting this response because:
It was not customer fault, but it was design flow which resulted in damage. So it should be covered by warranty.

Regards,

*********************************
Initial Complaint
Date:07/14/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase a cellular device Galaxy 22 + from this company earlier this year in the month of April, it wasn't what I was expecting so I returned it for a better option. Only thing the company is stating they didn't receive my return after it processed and sent though ***** via delivery. I receive this device through ***** originally and the Samsung company required this company for the return process of said device. After weeks of back and forth with customers service care representatives. Their were too many to remember them all. JOY a rep for Samsung was told they receive a empty package. This is not true. I left the package in the dropbox at the ***** location off Blue heron and did not precure a receipt for the return once there. Because of this they were not going to be issuing me a refund for the Galaxy 22 + device. I paid $ ****** for this expensive device to be out hard earned money and the cellular device. I tried several more times to know evail to procure refund. I was hung up on and, place on hold for long period of times. I also went through other channels with ***** in filling a claim, nothing has came of it. I exhausted all avenues with these two companies in trying to resolve this matter. I was told from the Samsung company customer service they have limitations and hope I can understand that they're keeping my money.
Business Response
Date: 08/02/2022
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. 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 her 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.
Customer Answer
Date: 08/02/2022
[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:07/14/2022
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 a refrigerator from samsung.com and it was damaged during delivery. Also, there is a defect on the other door. I have been trying to get a hold of the customer support but there isn't any. I was on hold for 2 hours and hung up on me. Called again and on hold over an hour and hung up on me again. Tried tex and email with no response.
Business Response
Date: 08/02/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry. Samsung has reviewed ************** complaint related to a replacement for his Samsung refrigerator. Our Samsung Home Appliance team has advised that they reviewed ************** order regarding his request for a replacement of the order. Our Samsung Home Appliance team has further advised that ************** refrigerator; reference order US068052218 was delivered on 6/23/22 however, the issue was not reported until 7/14/22. Our Samsung Home Appliance team advised that ********** contacted our Inbound team and he was informed that unfortunately, they are unable to honor his request for a replacement or return of the order as he was outside the 15-day policy. Regrettably, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America.
Initial Complaint
Date:07/14/2022
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.
Ordered a part for my Samsung oven range. Part was delivered but will not mount due to missing parts. I want to return this part but cannot get Samsung to respond to request for return. Have been requesting support from them for 2 weeks. Spent hours on the phone on hold after getting transferred to department to get help but nobody will answer. Operators cannot help. They only transfer call to another department that does not answer. 4 times I have done this each time on hold for 1 hour. Asked to speak to Supervisor twice more and also been put on hold each time for 45 minutes and nobody answers. Part # NX-AB5900RS/AAOrder # *********
Business Response
Date: 08/03/2022
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 Mr. ******** case forwarded to our Samsung Home Appliance team for review. Our Samsung Home Appliance team has advised that a return authorization; reference Return Tkt # ******* has been processed for the order. If ****************** has any other concerns, please have him contact the Home Appliance team 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:07/14/2022
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 **** core I am fueling this for my mother. In July of 2018 she purchased a samsung refrigerator she has had several problems with this appliance the ice maker has been repaired and replaced three desperate times. Now the refrigerator has stopped working all together. It quit in April 2022 it is now July 2022 and it still isn't fixed. I have made several calls to samsung and have got no help from them. My wife and I live with ****** to take care of her she all most 80 years old and not in good health. When it stopped working we lost all the food in the freezer and for almost 3 months I had to buy ice every day to keep food in coolers. I was finally able to borrow a refrigerator but the only place to put it is in the garage which is not a good option like I said my mother is 80 years old and going to the garage is not safe for her. I have RA and facilities and it's hard for me to. But we are getting no where with samsung and need some help please. She needs a refund so she can get a new refrigerator.
Business Response
Date: 08/03/2022
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 refrigerator. Our records show the agent assigned to the claim corresponded with **************** via email and phone to discuss the case. Our records show that we offered a repair, but the agent explained to **************** that there are no Samsung authorized servicers in his area to repair the refrigerator. The agent further informed **************** that he would need to locate a local servicer to repair the refrigerator. If **************** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

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Samsung Electronics America Inc. is BBB Accredited.