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.

  85 Challenger Rd Fl 7 Ridgefield Pk, NJ 07660-2118

  
• 

  Samsung

  12100 Samsung Blvd Austin, TX 78754

• 

  Samsung Electronics Non Cell Phone

  8115 Sw 165th Ave Beaverton, OR 97007

• 

  Samsung

  356 Centre Pointe Blvd Simpsonville, SC 29681

• 

  Samsung

  18600 S Broadwick St Compton, CA 90220-6498

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:07/20/2022

  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.

  Two and a half weeks ago, Samsung did an update to their phones. The Galaxy 21 series was severely affected. People cannot hear me when I talk or the line disrupts constantly when talking and/or the call just drops. I cannot continue to do business with this phone and have been to ******* 5 times and called Samsung 3 times with no solution to the Galaxy 21 problem. Sim cards were replaced twice and when I call Samsung they deny it was their problem. After speaking to the reps at ******* they indicated that millions of customers with Galaxy 21 phones have been impacted and Samsung offers no solutions other than paying more money for a different phone. I told Samsung I was filing a BBB complaint and the technicians said 'fine'. The phone is totally inoperable and the only time I can have a complete conversation is by using my landline which most people do not have.

  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 Galaxy S21 phone.  Our records 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 the agent informed **************** that our Product Support team advised that a software update has been released to fix the issue with phone.  If **************** has any other concerns, please have her contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our valued customer may have experienced.

  Customer Answer

  Date: 08/10/2022

  
  Complaint: 17595038
  
  I am rejecting this response because:  For weeks (approximately one month) I have been unable to use my phone.  I have lost business and important calls that needed to be addressed in a timely manner.  When I initially contacted Samsung (approximately 3-4 times), they claimed that it was not their fault and the update did not create this problem.  Basically they suggested I would have to purchase a new phone as they denied any culpability in the phone problems even though I indicated millions of customers were impacted per my interaction with Verizon.  For them to indicate that an update was forthcoming to reverse the problem, approximately one month later and leave their customers with a defective product, is not a response.  It suggests the adage of 'let them eat cake', not our problem. 
  
  
  
  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 **************** that they cannot confirm whether Samsung caused the issues with the phone and advised that software updates are released after a certain time to include new or enhanced functionality and features.  If **************** has any other concerns, please have her contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our valued customer may have experienced.

  Customer Answer

  Date: 08/23/2022

  
  Complaint: 17595038
  
  I am rejecting this response because:
  

  It is unacceptable that a major company/corporation would say, sorry that you had been out of commission with your business for 3 plus weeks while continuing to deny it was their fault.  It was obviously their fault that their update compromised millions of samsung phones.  There should be a class action lawsuit holding Samsung accountable to the havoc they created.  If not, then this will continue to happen and Samsung will continue to disregard their customers while saying we value your business.  Reprehensible on Samsung's part.
  
  
  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 Galaxy S21 phone.  Our records show the agent assigned to the claim corresponded with **************** via email to discuss the case further.  Our records further show the agent explained to **************** that Samsung understands how frustrating this is but unfortunately, we are unable to offer any accommodations for the phone.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc. 

• 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 Samsung Flip Phone on September 19, 2021 and spent nearly $1500 for their new phone. This week the phone began acting up with what appeared to be a censor issue on the tough screen. The phone is under warrant for 12 months. I have a protective case on the phone, protective screen cover, never dropped the phone nor has it ever been in excessive heat. I have spent hours online and on the phone with Samsung representatives simply asking for them to send me a replacement phone and I would send the broken phone back to them. Imagine This: They asked me to mail back the broken phone and wait on them to repair it. I thought they were kidding, but they were not. They actually wanted me to be without a phone for up to 4 weeks while they attempted to repair the phone. I am highly disappointed, but not surprised. I will be filing a complaint with the ********** AG's office today and will instructing my legal counsel to review for a possible civil complaint in the *******************. I am so disappointed in Samsung....

  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 Flip phone.  Our records show the agent assigned to the claim spoke with ****************** on 7/21/22 as well as corresponded with him via email to discuss the case.  Our records further show the agent offered to set up service for the phone and ****************** 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 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:07/20/2022

  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 ordered a refrigerator on Samsung website and paid for haul-away service. I called Samsung customer service three days before the scheduled delivery date and told them i have a built-in refrigerator that needs to be hauled away. I asked what kind of preparation work i need to do before the new one arrives. I was told that nothing needs to be done. The delivery people will take care of it. The new refrigerator was delivered Wed (7/20) morning and the delivery people said they don't do buit-in refrigerator haul-away. Now both the old and new ones stuck in my house. I have been trying to contact Samsung for two hours (from 8:30am to 10:30am). The customer service is NOT helpful at all!! They connected me to home appliance department which has no one answer my calls. What all they asked me to do was repeat my name and shipping address and my issue time and time again.

  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.com order.  Our Samsung Home Appliance team has advised that ******** requested a refund for the installation and was fully refunded.  If ******** has any other concerns, please have her contact our Samsung Home Appliance agent directly for further assistance.  Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customer may have experienced.

  Customer Answer

  Date: 08/19/2022

  
  Complaint: 17593545
  
  I am rejecting this response because:

   

  due to the wrong information given by Samsung customer service I spent $120 to install the fridge, however, the installation should have been performed by Samsung and it should be free. I tried to schedule a new time with the installation team. They wouldnt be able to come in one week. We could not live without a fridge for one week.
  
  
  
  Regards,
  
  ***********

  Business Response

  Date: 08/29/2022

  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 based on the notes from the delivery agency, she was not home on 7/27/22, the day scheduled for the installation and up until this point, there was no contact from her related to this matter.  Our Samsung Home Appliance team has further advised that unfortunately, since it was discounted, they are unable to process a refund for the installation.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.  

  Customer Answer

  Date: 08/31/2022

  
  Complaint: 17593545
  
  I am rejecting this response because:
  

   

  The statement that "she was not home on 7/27/22, the day scheduled for the installation and up until this point, there was no contact from her related to this matter." is NOT true. On 7/27/2022 the same installation team came to my house and delivered a dryer i purchased separately. The installation guy knew we had the refrigerator installed on our own cost because we told him. So we informed the the installation/delivery team that the refrigerator had been installed, we didn't need them to install.

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

  Business Response

  Date: 09/13/2022

  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.com order.  Our Samsung Home Appliance team has advised that an inconvenience compensation of $120.00 has been processed as an accommodation.  If ******** has any other concerns, please have her contact the Samsung Home Appliance 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:07/20/2022

  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.

  The inverter control board was bad when I purchased the refrigerator. I was told by samsung when it goes out they will make it right. I should of made them take it back and refund me because other stuff starting going bad in it but I trusted samsung when they said wait till it goes out you have a 10 year warranty. Now the inverter control board is bad and samsung said wait 14 days to see if they get a certified technician in my area then they will see what they can do. They know my refrigerator does not work, the food I purchased is bad and they want me to wait to weeks to see if they can get a certified technician to come to my area. I can not wait 2 weeks just to be told still nothing you must wait longer. They been saying this for 3 years and will make me wait another 7. After 10 years the warranty will be up and I will be out even more. I am being told wait 2 weeks to see if I am able to eat in another 2 weeks. Samsung is a horrible company, they knew that the board was going bad because they told me to want m

  Business Response

  Date: 07/22/2022

  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 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. 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:07/20/2022

  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.

  Our Samsung refrigerator has been nothing but problems for the last 18 months. The icemaker freezes, then it freezes the motor and the refrigerator temperature rises to 60 degrees. We have thrown away so much food and then we have had repair people out. It just broke again for the 11th time in 18 months. I have called and no one has been willing to help us. I have spent over $1500 on food and service calls alone. We are now about to go purchase another refrigerator-an unexpected and unneeded expense.

  Business Response

  Date: 08/08/2022

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed ********** complaint regarding her Refrigerator concerns. Our records show the agent assigned to the claim corresponded with ************** to discuss the case. Our records show the agent confirmed that ************** is not the original purchaser of the unit. Our records show the agent explained to ************** that the warranty does not carry over to the new owner and unfortunately, Samsung is unable to offer any accommodations for the unit.  The agent offered out-of-warranty repairs; however, ************** declined. Regrettably other than the offer to set up out-of-warranty service, no accommodations can be made for this claim. Thank you for contacting Samsung Electronics America, ****

• Initial Complaint

  Date:07/20/2022

  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.

  My $2000 Samsung Fold3 was sent in for warranty work. Turn around time 5-7 days. The phone was repaired on 7/11 and set to ship on 7/12 per the email Samsung sent. We are now on day 13 and I still DO NOT have my phone. After calling every day since 7/12 nobody seems to know where my phone is. They state there is a delay yet they won't say what that delay is. I have been hung up on several times, no representative can seem to get any information. The ticket # ********** has been escalated last week and that is to have a ***** hour turn around still nothing. This phone is paid in full and I want it back and if they LOST my phone I want a new one and compensation for all this frustration and the information lost on my phone.

  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 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 her experience and a check was processed on 8/05/22 for the accommodation.  Please allow the **** business days for **** to deliver the check to ************************ 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, Inc.  We apologize for any inconvenience our valued customer may have experienced.

• Initial Complaint

  Date:07/19/2022

  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.

  This complaint is to XPO the 3rd party delivery company for Samsung appliances.- Samsung Order#: US055196847 - XPO Tracking #: XPONC70OGDDR3ZGF22 - Order Date: June 1, 2022 After numerous cancellations and delays from XPO, they let me know finally that they cannot find my order (Total of 4 appliances). Now it is coming close to two months of not having a washer, dryer, refrigerator, and dishwasher at our new home. I attempted reaching out to both XPO and Samsung and tried to escalate to no solution. XPO keeps stating that they emailed Samsung and need to wait for a response. I stayed on hold for 3 hours and spoke to Samsung who said they were waiting on XPO to respond back. How does that make sense for both sides to be waiting for the other's response? I explained this to Samsung and they said they will check for updates and call by today. They have not called me today and I highly doubt they will.

  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 the delivery of his Samsung appliances.  Our Home Appliance team has advised that the agent assigned to the claim has been assisting ********** with this issue in an attempt to resolve the matter.  If ********** has any other concerns, please have him contact our Samsung Home Appliance agent directly for further assistance.  Thank you for contacting Samsung Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case.

• Initial Complaint

  Date:07/19/2022

  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.

  1.) Around 2018, I bought a SAMSUNG refrigerator for around +$2,000. Around early 2020 we began to experience problems with our ice machines. The ice would freeze up inside the machine and create icicles inside which would prevent us from getting ice. The machine has temperature problems. It won't keep our food fresh and make them spoil, which we would lose hundred of dollars of groceries. Due to the fact the fridge won't stay at the right temperature we would get sick by the spoil food, from the youngest child getting sick to the oldest. 2.) I have tried to contact SAMSUNG about this situation to see if they can help me resolve this situation or at least get a refund, but I don't get this. Instead I get rude customer service that would continuously hang up the phone on me when I ask them for help or to speak to their manager/higher ****

  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 refrigerator.  Our records show the agent assigned to the claim spoke with **************** on 7/20/22 and again on 7/21/22 to discuss the case.  Our records further show the agent explained to **************** that due to the age of the refrigerator, Samsung is unable to cover the cost to address the cooling issue; the cost of any out-of-warranty repairs would be at his expense.  The agent offered **************** a free of charge repair on the refrigerator's icemaker only and he accepted the offer.  The agent submitted a service request and a Samsung authorized servicer contacted **************** to schedule the repair on the icemaker.  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:07/19/2022

  Type:Product 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 am having terrible trouble with my Samsung fridge. It was purchased in 2016 and the back completely froze up in 2020. I fought with Samsung to get it fixed, and they finally agreed. Well, now the fridge is making a loud noise and the ice maker has stopped working. I'm about to lose an entire week's worth of groceries and Samsung refuses to fix it, despite the fact that their fridges have known defects. At this point, I just want a refund and to move on with my life! I have contacted Samsung via chat and over the phone, and I keep being told that no one can help me get my request approved, and that 'no supervisor' is available

  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 ************** complaint regarding her refrigerator concerns. Our records show the agent assigned to the claim corresponded with Ms. **** to discuss the case.  The agent offered her an out-of-warranty repair service;however, she declined our offer. Our records further show that the agent informed and explained to Ms. **** that the Refrigerator is out of its one-year manufacturer warranty and that due to the age of the unit, Samsung is unable to offer any accommodations for the unit. Ms. **** declined our offer of out-of-warranty service for the Refrigerator. Regrettably, there are no additional accommodations for this claim outside of the out-of-warranty repair service. If Ms. **** has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

  Customer Answer

  Date: 08/05/2022

  
  Complaint: 17591077
  
  I am rejecting Samsung's response because:

  Samsung has been knowingly selling defective refrigerators since 2006. I have had food losses due to my refrigerator freezing up in the back--the first time was in 2020. I'm asking for a free repair for my current refrigerator or, if they won't offer that, then a full refund for the purchase price of my fridge. I have the receipt and would happily stop communicating with ****************** for a a full refund. I've asked repeatedly to speak to his supervisor, but he keeps telling me that there is no one 'above' him that can help me. I believe Samsung is obligated to provide me with this refund under the federal guidelines of implied warranties. Their product warranty doesn't mean a thing.

  Thank you for your continued help.
  
  
  Regards,
  
  ****** ****

  Business Response

  Date: 08/11/2022

  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 refrigerator is over 6 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 outside of our offer to set up an out-of-warranty repair; the cost for any out-of-warranty repairs would be at her expense.  Samsung's decision related to ************** refrigerator is final.  Regrettably, outside of the aforementioned offer, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.