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 Electronics America Inc

  2800 Wells Branch Pkwy Austin, TX 78728

• 

  Samsung

  12100 Samsung Blvd Austin, TX 78754

• 

  Samsung Electronics

  601 Rosedale Ave Roselle, IL 60172-2981

• 

  SAMSUNG TLW Rebate Program

  6026 Lakeside Blvd Indianapolis, IN 46278-1988

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:07/21/2022

  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 Samsung refrigerator from Lowes on February 19, 2019. On March 18, ********************************************************************** dealing with many problems in my home, I was unable to immediately deal with the repairs of my refrigerator. In May I contacted Samsung to orchestrate the repair when I was told that there are no repair persons available in my area. I am now stuck with a broken refrigerator and no one to repair it. This is unacceptable and I am not sure what to do.

  Business Response

  Date: 08/10/2022

  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 7/22/22 and again on 7/25/22 as well as corresponded with her via email to discuss the case.  Our records further show the agent explained to **************** that they were unable to find any Samsung authorized servicers in her area to repair the refrigerator.  The agent further explained to **************** that the refrigerator does not qualify for any accommodations and advised her to find a local servicer for the repair.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, **** Thank you for contacting Samsung Electronics America.  
  
  

  Customer Answer

  Date: 08/10/2022

  
  Complaint: 17598917
  
  I am rejecting this response because:
  
  I cannot locate any repairman to come to my home to repair. 
  I would like Samsung to locate a repair man to fix my refrigerator and if they cannot, I would expect my money back. I would like you to know that I purchased a 3 year warranty and my first call to Samsung regarding the reapair, I was only 2 months past my warranty. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/19/2022

  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 to discuss the case further.  Our records further show the agent explained to **************** again that they were unable to find any Samsung authorized servicers in her area to repair the refrigerator.  As stated in our initial response, the agent explained to **************** that the refrigerator does not qualify for any accommodations and advised her to find a local servicer for the repair.  Samsung's decision related to ******************** refrigerator is final.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, **** Thank you for contacting Samsung Electronics America.  

  Customer Answer

  Date: 08/23/2022

  
  Complaint: 17598917
  
  I am rejecting this response because:

  it is not acceptable to me that there are no service providers in my area. I should not have been sold an appliance with a 3 year warranty, with no service providers available to make repairs. I have contacted every appliance repair person in my area and not one repair company repairs the SAMSUNG product/refrigerator. I would not have purchased the refrigerator in the first place. 
  
  I will not purchase another Samsung product and will inform my friends and family to do the same. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/30/2022

  Dear ****************:
  
  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Your feedback is important to us as it allows us to understand better how we can improve our customers' experience.  We are sorry to hear that you are experiencing an issue with your Samsung refrigerator.
  
  Samsung believes in building quality products, and we apologize for not meeting your expectations.  We value our relationship with you and we are committed to providing the highest level of service simply because you (our customer) deserve it.  Unfortunately, as stated in our previous responses, we were unable to find any Samsung authorized servicers in your area to repair the refrigerator and it does not qualify for any accommodations.  
  
  However, we appreciate the feedback you provided as it is vital to Samsung and our commitment and dedication to our products and services.  We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures.
  
  Sincerely,
  Samsung Office of the President

• Initial Complaint

  Date:07/21/2022

  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.

  I own a Galaxy Z fold 3 phone. I sent my phone into Samsung for a inner screen protector repair. It starts to crack and only samsung does authrorized repairs. When I get the device back it was lazly put on with bubbles and it was my old one stuck back on. I sent in back in the 2nd time and I didnt notice until later but it was sent back with no protector. Now my phone has hairline cracks without the ******* on it and the screen is permantly damaged. I have now sent it in for 3rd time for them to replace the screen. No physical damage has caused this and multiple other people such as the z fold subreddit have reported the same screen problems. I am concerned that samsung will reject my warranty repair because they will say it is physical damage when it is not. I am extremely annoyed that out of the now 3 times I have sent the phone in, it was not fixed and I am most likley sure they will find some reason not to honor the warranty this time around. Tickets: *********************0, **********

  Business Response

  Date: 08/10/2022

  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 Z Fold3 phone.  Our records show the agent assigned to the claim is currently assisting ****************** with the phone in an attempt to resolve the matter.  Our records further show the agent offered ****************** compensation of $50.00 for his experience and he accepted the offer.  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:07/21/2022

  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 had my phone for less than a year and Samsung will not honor my warranty. Because they wouldn't honor my warranty, they advised I mail my phone in for repair and now it's lost. This occurred in early June 2022 for my ************* 3. Have been nothing but a loyal customer for 10 years.

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ******************** complaint related to her Samsung ************* 3 phone.  Our records show the agent assigned to the claim spoke with **************** on 7/21/22 and again on 7/26/22 to discuss the case.  Our records further show the agent advised **************** that *** does not show the shipping label used and referred her back to the US *********** to have them locate the package.  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: 08/09/2022

  
  
  Complaint: 17598080
  
  
  I am rejecting this response because:
  My warranty should have been honored. I have been a loyal Samsung customer for years. The warranty states that 'whatever issue comes along, your warranty will cover it.' That's bull and a flat lie. I'm the end I'm still having to pay $250 to get my phone back. Never again will I go through something so horrific.
  
  
  
  
  Regards,
  
  
  *****************************

• Initial Complaint

  Date:07/20/2022

  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.

  Every time I see an ad for any Samsung device from the ********************** website it says from a very low price but when I put in all my information it jumps up by about 3 or $400 every time

  Business Response

  Date: 08/10/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ******************** complaint related to the price when placing a Samsung.com order.  eCommerce has advised that the agent assigned to the claim explained the trade-in process to **************** advising that to prevent a chargeback on their account, customers need to provide a trade-in device that is qualified for the program and satisfies all of the program's conditions.  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 inconvenience our valued customer may have experienced. 

  Customer Answer

  Date: 08/10/2022

  
  
  Complaint: 17597212
  
  
  I am rejecting this response because:
  
  
  This does not satisfy my primary complaint at all you guys are still misleading customers and it needs to stop and it In addition it's Mr. *** Mrs.
  
  
  
  
  Regards,
  
  
  *********************

• Initial Complaint

  Date:07/20/2022

  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 Galaxy z flip phone and the screen started cracking where the phone folds. This is a known issue and has been discussed in many tech reviews and articles. My phone is 6 months old, so still under warranty. Samsung customer care is saying the phone cracking is due to damage caused by me, but it is clearly a design flaw with the phone. They are saying my warranty is void and I must pay to have my screen fixed. Because the phone is defective and has a design flaw, this should be fixed or replaced free of charge

  Business Response

  Date: 08/09/2022

  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 ************* phone.  Our records show the agent assigned to the claim spoke with ****************** on 7/21/22 to discuss the case.  Our records further show the agent offered ****************** a free of charge repair on the phone to cover the physical damage as a one-time courtesy and she accepted the offer.  The agent submitted a service request and provided ****************** with a *** shipping label to send the phone in to our service center for repair.  ********************** phone was repaired and shipped back to the address on file.  If ****************** has any other concerns, please have her contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, ****  We apologize for any inconvenience our valued customer may have experienced.

• Initial Complaint

  Date:07/20/2022

  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 tried to take advantage of a sale promotion Samsung launched in August 2021 offering 10% back when purchasing 3 appliances together from participating retailers. As we were listing a house for sale, we needed to receive the appliances within a reasonable time-frame. As we searched, we found that it was basically impossible to find three appliances guaranteed to arrive by the time we needed them. At one point, looking at *********** they only had something like SIX models of appliances ready to ship at all. It was really hard to find three different appliances in the area PERIOD, let alone together at a participating retailer.We found one store, PC ******* and *** that said they could have all three to us within the time frame we needed (about ***** days.) However, after we purchased the set, they told us the dishwasher was going to be delayed and they had no guarantee they would receive the units even on the new date. In the end, I spent a ton of time looking for Samsung appliances all around me, at multiple stores and we were forced to buy from *************** could guarantee delivery in the timeframe we needed them by - which means we could not qualify for the 10% rebate at either store.Given the known supply chain crunch, Samsung's promotion seems a bad idea at best and false advertising at worst. I've contacted Samsung numerous times to try to talk to someone with the ability to resolve this. In the end we're talking about perhaps $280 or so - a small price to pay to honor the promotion and keep a loyal customer (especially one who is in the market for appliances again.) However, Samsung rarely if ever has responded; the Office of the President has remained silent. Escalation with the promotions team do not reply and when they do, sound like they are hitting auto-reply. So now, not only do I think the Labor Day sale advertising was not done in good faith, it seems that Samsung doesn't even care enough to at least apologize and try to make it right.

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Samsung has reviewed Mr. **** complaint related to a 10% back promotion when purchasing 3 appliances from participating retailers.  Our records show Mr. **** complaint has been forwarded to our Promotions team for review.  Thank you for contacting Samsung Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case.

  Customer Answer

  Date: 08/09/2022

  
  Complaint: 17596814
  
  I am rejecting this response because:
  
  I have been through these steps before (having the promotions team review the case) and the business has been both unresponsive and unhelpful. Indeed, this poor response is part of my complaint to the BBB in the first place. This reply from Samsung actually underscores the exact issues I have had with their service up to this point.  
  
  
  Regards,
  
  ***** Pan

  Business Response

  Date: 08/19/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. **** complaint, our Promotions team has advised that they would be happy to manually submit this request however, they need the bill of sale in order to process the correct rebate amount.  Please have Mr. *** provide the bill of sale in his rebuttal in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customer may have experienced.

• Initial Complaint

  Date:07/20/2022

  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.

  This could be a health issue as well. Mold when in high oder capacity can cause health issues.But this self cleaning SAMSUNG washer model WA45M7050AW/A4 Has very serious issue.It states it has a self cleaning mode but still after using it continuously the mold and other buildup is so bad that today I was force to look into the smell because its so bad you have to leave the window open.And in looking for info I found many other people have the same issue. I reached out to Samsun and requested a service manual so I can open the back of the unit and find a lower water tank valve and release that water. and maybe see if I can clean the unit so to remove the mold buildup. I needed a service manual and when I requested it I was put on hold on the phone for over 30. so I hung up.

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ************************ complaint related to his Samsung washer.  Our records show the agent assigned to the claim corresponded with ******************** via email to discuss the case.  Our records further show ******************* informed the agent that the issue was resolved and asked for repair cost reimbursement.  The agent explained to ******************** that Samsung is unable to cover the repair cost.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America. 

  Customer Answer

  Date: 08/16/2022

  This system has the worst washing machine draining design ever, This issue will continue on and on because of the water is not able to completely drain from the bottom.

  And the mold and other stuff will continue to build up even if you use the self clean on the unit. I had a plumber /repairman contractor take it apart to get the bottom cleaned. 

  The stink on the clothes was so bad that all the clothes had to be rewashed. twice to remove it. Its just a bad design. Never had this issue with the old style washers. Never.

  I want a complete refund.

  I don't want to have to keep paying someone to keep cleaning this washer. 

   

  
  Complaint: 17596554
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/26/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of ************************ complaint, our records show the agent assigned to the claim made multiple attempts to contact him on 8/23/22, 8/24/22 and again on 8/25/22 by phone and via email to discuss the case further but was unsuccessful in reaching him.  Please have ******************** either return the agents' call or reply to the email providing the model and serial number for the washer 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: 17596554
  
  I am rejecting this response because:
  I have email them with a response 5 times and th are all dated copies of the emails. I need to send you one more  says that no ****** have ever been received. everyone else is having no problems reaching me. I have tried to reach you and that didn't work. On hold forever. So I emailed you 5 times and still no response. I'm still waiting for a call but please 9am to 5pm Monday to FRIDAY. EASTERN NY TIME.  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has further reviewed ************************ complaint related to his Samsung washer.  Our records show the agent assigned to the claim corresponded with ******************** via email to discuss the case further.  Our records further show ******************** provided the agent with the model and serial number for the washer for review.  The agent explained to ******************** that the washer is out-of-warranty and due to the age, offered to set up an out-of-warranty repair at his expense.  If ******************** would like to accept the offer, please have him contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case.
  
  
  
  

  Customer Answer

  Date: 09/15/2022

  
  Complaint: 17596554
  
  I am rejecting this response because:
  This design on these washing machine is the worst ever and will continue to create issues with oder over and over again. And I already paid to have this unit cleaned and they were made aware of that in  the beginning. But they refuse to pay anything. And Now I still have a washer that continues to clean clothing but leaving a bad odor. This washing machine 
  has a buildup of water in the bottom that sits there and after time creates mold on the bottom of the center plate that hold the clothing inside. The design is the cause of this issue and I want a full refund.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/20/2022

  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 Bespoke Fridge on samsung.com. I had the option of purchasing local but in my remote community it is easier to purchase online. At the time of the purchase i was told anticipated delivery was on the 11th...... That is Great I only have to wait a few days. I can live out of an ice chest that long. The delivery company got the fridge on the 12th so when the pushed my delivery date to the 19th no big surprise. A huge inconvenience but not surprising. On Monday the 18the the delivery got pushed to the 26th...........2 delays are unacceptable how long are they going to keep me waiting. On the 18th i called and asked for help ticket ******* was opened. On the 20th no answer to my ticket so i called and nothing had been done. The phone agent escalated a request to the delivery company and i was told i have to wait 2 more days....After sitting on hold 2 hours on the 18th and 2 hours on the 20th. Meanwhile i am paying finance charges on a product that can not even use yet. Samsung should have never estimated a delivery date that was obviously impossible. Samsung should have escalated my concern on the 18th when i called the first time. Samsung should have followed up with my by the 20th not made me call to find out nothing had been done. I am Samsung customer and ********************** should help me come to a resolution.

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ******************** complaint related to her Samsung Bespoke refrigerator order.  Our Home Appliance team has advised that **************** spoke with management on 7/26/22 and was educated on the process for the missing panel as well as offered a $100.00 compensation for the late delivery of the order.  If **************** has any other concerns, please have her contact our Samsung Home Appliance team directly for further assistance.  Thank you for contacting Samsung Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case.