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 Electronics

  169 Progress Dr Manchester, CT 06042

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  SAMSUNG Telecommunications America, Inc.

  1301 East Lookout Drive Richardson, TX 75082

• 

  Samsung Electronics Non Cell Phone

  8115 Sw 165th Ave Beaverton, OR 97007

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:07/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have my second refrigerator that is on its 7 th ice maker. I have waited for 4 different companies that said they would be coming to repair nobody came. called back they offered me *******. I refund. In called back they offered 440. called back they offered 1/2 off a new refrigerator. called back the refrigerator is broken and they did not deliver called back and they say two weeks. called back and asked for refund and get the run around. hours and hours on the phone please help me I am at my end of the rope

  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 refrigerator.  Our record show the agent assigned to the claim spoke with ***** as well as corresponded with her via email to discuss the case.  Our records further show on 7/28/22, the agent advised ************** that they are still waiting on confirmation for the request submitted to retire the eCoupon.  If ************** has any other concerns, please have her contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case. 

  Customer Answer

  Date: 08/02/2022

  
  Complaint: 17564230
  
  I am rejecting this response because:
  I have *** dealing with Samsung for about 8 weeks  Originally I purchased a Samsung refrigerator and this is the 7th time the ice maker broke. I scheduled 4 different service people to come two of which told me they would not work with Samsung.  My brother was very sick in the hospital and I would go home to wait for the repair men. Never showed. Then after exhausting all those possibilities a gentlemanI spoke with offered me ******** due to all the problems with my Samsung. I called back 3 days later the amount was ****** they were going to offer   or a 50 % off a refrigerator.  Like a fool I ordered a refrigerator.  Came home from the hospita on day of delivery to have them call and say it was damaged   Now I am going to get a refurbished refrigerator.  NOW the entire refrigerator is only cooling to 60 degrees and I need a refrigerator and told me it would be 3 weeks.  I got a supervisor on the phone and they said next week she was able to change it. Well guess what order was delayed and it was 3 weeks.  I have never had the run around more with a company and would never ever ever purchase a Samsung product. I asked for a credit on my AE. they said no and I had to file a complaint with American Express and they will deal with Samsung.  I want the original ****. they keep telling me it was a mistake unfortunately it is their mistake  They should train their employees better.  May brother said he would be cured from cancer by the time Samsung did the right thing. Unfortunately  my brother passed away and I probably spent 40 to 50 hours on hold with this awful company. Please help and teach them that they need to do better. I would hate anybody to go through what I am going through 
  
  Regards,
  
  *****************

  Business Response

  Date: 08/08/2022

  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 corresponded with her via email today, 8/08/22 to discuss the case further.  Our records further show the agent had the 50% coupon retired and offered ************** a pro-rated refund of $492.80 based on the age of the refrigerator in lieu of the previous accommodation.  If ************** would like to accept the offer, please have her contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, ***** we apologize for any inconveniences our valued customer may have experienced with this case.

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called multiple times to try to get someone on the phone to schedule installation. Yesterday I was on hold 1.5 hours without anyone answering. I left my number for a callback to save my place in line. No one has called me back. Today I tried via online chat but they continue to give me the same number that no one answers. I called again today and sat on hold 45 minutes with no answer. Called a different number. She tried to transfer me back to the same line and it disconnected and sent me to a survey. I have already PAID for this service and the company basically is refusing to provide it by not offering a way to schedule it.

  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 the installation for her Samsung appliance.  Our Samsung Home Appliance team has advised that they are investigating this matter and in the meantime, the agent assigned to the claim submitted another request to have the installation rescheduled for the appliance.  If ************ has any other concerns, please have her contact our Samsung Home Appliance team at ************ 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: 08/02/2022

  
  Complaint: 17563515
  
  I am rejecting this response because:
  
  My appliance has still not been installed. The company (XPO) that they have contracted sent the wrong person for install. Then tried again to send the same person so before I scheduled I told them that wasnt the right person. They said they would call back in ***** hours. And have not. Also, saying to contact Samsung home appliances if its still an issue is part of the problem. Anytime I try to contact I am on hold for well over an hour and usually get disconnected by someone on their end before even talking to anyone. Multiple times this has happened. Ive not reached a representative in under 45 mins there and when I have, they are usually unable to help. It is not ok to tell someone the solution is to spend their days sitting on hold hoping that someone will answer when I have ALREADY paid for this service and they very quickly processed that payment months ago. Yet my microwave is still sitting here. Services not rendered shouldnt be MY responsibility to correct. They blatantly dont care and seem to want to keep the money without doing their job. 
  
  Regards,
  
  *****************

  Business Response

  Date: 08/08/2022

  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 on 8/05/22, the installation of the microwave was successfully completed.  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, Inc.  We apologize for any inconvenience our valued customer may have experienced.

  Customer Answer

  Date: 08/10/2022

  
  Complaint: 17563515
  
  I am rejecting this response because: after waiting over TWO MONTHS and having to store the microwave on the floor in my kitchen, my microwave is finally now installed. I expect a refund on the installation as we had to schedule and wait at home THREE times to get this installed (on work days). That doesnt include the hours of phone time required to get the install. Missing work and our time is valuable. I believe this is the absolute very LEAST that can be done to resolve this  

  
  Regards,
  
  *****************

• Initial Complaint

  Date:07/13/2022

  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 Galaxy S21 5G cell phone keeps fading in & out while Im talking on it. I cant hear the ************* cant hear me. Called ******* 3 times & went to the ******* store. Still is not corrected. They told me I probably need a new phone which I WILL NOT pay for. My phone is under warranty. Please help me resolve this problem. I would like a NEW phone not a refurbished one which that is what they give you when its still under warranty. model number SM-G991U, serial number *********** Thank you *****************************

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

  Customer Answer

  Date: 08/02/2022

  
  Complaint: 17562044
  
  I am rejecting this response because: I contacted ******* and they send me a new phone. Not a repaired one but a NEW phone. ******* informed me that my phone was under warranty and there wouldnt be any charge to me. I received the new phone the next day. Im very disappointed in Samsung for not standing behind this defective product. Thank you BBB for your help in this matter.
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/13/2022

  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.

  We purchased our Samsung Fridge in Sep 2019. See Receipt. 3 Months later we started having problems with the ice maker freezing over. We called the help desk and was talked through defrosting it. Since then, we have had 10 service visits trying to fix it. The last one was August of 2021. The tech replaces alot of parts and claimed this was the permanent fix. It is once again having issues. We researched this problem and found out it is a known manufacturer defect. It also mentioned to check fridge actual temp. We were shocked to find out the temp on our door was over 5 degrees off from what the actual temp was. We have had food and medicine expiring early over the last year and this is most likely why. We not set our temp to 37 just to ensure temp below 45. See included photos. We are tired of the service tech's temp fixes and are requesting a full refund to replace it with an as advertised working fridge. Thank you for your time and any help you can give!

  Business Response

  Date: 08/02/2022

  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. ******** claim forwarded to our Specialty ************ for review.  Our records further show the Specialty Claims agent assigned to the claim offered ****************** a pro-rated refund for the refrigerator and compensation for food loss and he accepted the offer.  The agent submitted a refund request of $1,529.58 for the refrigerator and a compensation request of $200.00 for the food loss accommodation.  If ****************** has any other concerns, please have him contact the Specialty Claims 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:07/13/2022

  Type:Sales and Advertising 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 samsung model RF28HMEDBSR serial # ************** in 2014 from ********** for the amount of $2,285.00 unaware of unannounced and unpublished multiple manufacturing defects. The icemaker was not connected until after the warranty expired because I was renovating my kitchen and didn't know where final placement was so I didn't bother with it. Since 2016 the icemaker continued to freeze up and has never worked properly for more than 2 days. I have had repairmen come to work on it only to have it re-freeze and stop working. I don't even bother with the icemaker any long and have disconnected it because of reports of leaking and floor damage. Also in ************************************************************************************************************* both the freezer and the refrigerator. I had that repaired but it happened again in 2021 resulting in loss of food again. I was able to save some freezer food by packing it in ice and taking some to my daughters house until the repair was made. I would like a settlement of $1900.00 in cash from samsung......... Samsung has offered a one time repair to fix the new cooling (3rd) issue 7/2002......Once again I had to dispose of perishable food and transport freezer food to save it. Samsung new there were manufacturing defects and decided to neglect the issues. I am not interested in repairing either the cooling issues or the icemaker because reports are still being made for malfunctions...... I am sure you are aware of a very active ************** with hundreds if not thousands of consumers stating the same claims against these defective units....... Please advise. Thank You, *************************

  Business Response

  Date: 08/01/2022

  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 corresponded with Mr. ********** discuss the case. Our records show ******************** accepted our offer of a free-of-charge repair on the refrigerator ice maker before we received her BBB complaint. The agent assigned to the claim submitted a request to process the order, and the ice maker repair was completed on the Refrigerator. If Mr. *********** 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: 08/01/2022

  
  Complaint: 17560437
  
  I am rejecting this response because: The icemaker is frozen and does not work. The work performed was to fix a refrigerator cooling issue.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/12/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. ********* complaint, our records show the agent assigned to the claim spoke with him on 8/08/22 to discuss the case further.  Our records further show the agent offered to set up a free of charge repair on the refrigerator's icemaker but ******************** advised that he would call back with his decision on the offer.  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 customer may have experienced.

• Initial Complaint

  Date:07/13/2022

  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 new Samsung washer from Best Buy in December 2021 it was delivered and professional installed. Our previous ** washer was great, lasted us years, and no problems at all. In February, the washer started beeping half way through a cycle and gave an error code. I called Samsung and they sent out an tech who said "I need to make sure I am balancing the clothes inside so not all the weight is on one side of the washer and also said I should only use the heavy setting" I thought that whole thing was odd for a whole new washer but we followed those instructions. In the next couple months I start noticing what looks like grease stains on random pieces of clothing after the cycle, some clothes torn/ripped. Initially I thought it was something I was doing so I cut down on the detergent, stopped using fabric softener, etc and the grease stains were still appearing on almost every cycle. I called Samsung again in May and explain the issues which were grease stains, tearing clothes, and washer was very loud during cycles. They sent out the first authorized dealer by Home Appliance and claimed it was low water pressure and my valves. We thought that was extremely weird as we've NEVER had issues with any of our old washers. They did not want to do anything and suggested we call out a plumber so we did and paid a $60 fee out of our own pocket for the plumber to say that was incorrect and not something low water pressure nor any valves were cause and said it was definitely the washer. I called Samsung back to explain this and told them I needed someone out here immediately since I was out a washer and this thing was new. I told them I wanted a different company out here and not the same one so they picked someone else who never called me to scheduled an appointment, samsung had to call them to contact me they came out and listed several things wrong with the washer but no repairs. 2 weeks passed by still no repairs, its now July still nothing. I want a full refund

  Business Response

  Date: 08/02/2022

  Thank you for contacting Samsung Electronics America, Inc.  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 refund for the washer prior to us receiving her BBB complaint.  The Specialty Claims agent assigned to the claim submitted a refund request of $641.99 for the washer.  Our records show ********************' refund issued on 7/19/22 in the form of Direct Deposit for the washer.  If ******************** has any other concerns, please have her contact the Specialty Claims agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our valued customer may have experienced.

• Initial Complaint

  Date:07/13/2022

  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.

  Z fold 3 - cracking screen, Samsung won't honor the warranty and there are no replacements or trained people anywhere. Thousands of people have same problems.

  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 Mr. ** complaint related to his Samsung Smart Phone. Our records show the agent assigned to the claim made multiple attempts to contact Mr. * to discuss the case but has been unsuccessful in reaching him. If Mr. * still needs assistance with this claim, 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.