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Business Profile

Wholesale Electronic Supplies

Samsung Electronics America Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Samsung Electronics America Inc. has 31 locations, listed below.

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    Customer Complaints Summary

    • 15,055 total complaints in the last 3 years.
    • 4,662 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Samsung ticket number ********** Good afternoon,I purchased this ** less than a year ago and I have already filed a ticket request with Samsung to repair the tv but they have advised that nothing was wrong when the tech came out. The ** is still giving me problems such as lagging, and not being able to connect my phone to it at times. I have reached out to Samsung but they have mentioned that I have to pay for the tech, I am extremely disappointed as this is under warranty and I have clear proof that the device isn't working properly. This is a breach of the tv's warranty and as a consumer, I am protected to not being deceived by Samsung. I demand this ** to either be replaced or refunded as I have tried several times to resolve this issue.Looking forward to resolving this matter promptly.

      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 related to his Samsung Television.  Our records show the agent assigned to the claim corresponded with ************** to discuss the case. Our records show ************** accepted our offer of warranty repair on the Television.  The agent assigned to the claim submitted a request to process the order, and the repair was complete for the Television.  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.

    • Initial Complaint

      Date:07/19/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Samsung Galaxy S22 Ultra online for a promotion for a trade in. At the time, I didnt realize the account was running under my old work email that is no longer valid. And they sent the shipping label to that email. I thought they normally send shipping labels with your phone so you can send your trade ins. I didnt get one. So I fought with customer care about the shipping labels and to send them to another email or start the return if it was that much problem. They refused to cooperate and give me what I need. And they started charging my credit cards at first, $102.08 like 4 times in a row for a week. Then $408 a month later, and then tried to put my account in the negative with the $883. At this point im fustrated with Samsung and Affirm. They had refused to work with me and unlock my samsung phone or send me my shipping labels. I just need help at this point.

      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 related to the trade-in promotion with his 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 him 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.

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We currently have a Samsung refrigerator which has been worked on numerous times through Samsung and it is still not working. When I try and reach out to Samsung for additional assistance, I can not get a representative or manager to call me back from resolution. The issue is not resolved and the refrigerator is still not working.

      Business Response

      Date: 08/05/2022

      Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ******** complaint related to her Samsung Refrigerator. Our records show the agent assigned to the claim made multiple attempts to contact ****************** to discuss the case but has been unsuccessful in reaching her. If ****************** still needs assistance with this claim, 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:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I set my phone inI set my phone in to haveI set my phone in to have it fixed they tried to charge me $269 to fix it they said the motherboard was broke there wasn't nothing wrong with it when I sent it to him but the internal charging port which is $15 on Amazon if I did it myself I sent it back to him to give me a new motherboard they won't do it so I'm out they broke it they won't fix it

      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 Mr. **** complaint related to his Samsung Smart Phone. Our records show the agent assigned to the claim corresponded with Mr. *** to discuss the case. Our records further show that Mr. *** accepted our offer of a free-of-charge repair as a one-time courtesy. The agent assigned to the claim submitted a request to process the order. If Mr. *** 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.

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Samsung has refused to work with me and my issues with a Samsung Refrigerator, Model Number RF30HBEDBSR. They have continued to send a tech to come and service my refrigerator with no resolution to the issues. One Samsung **************** Representative stated everything was covered under existing product warranty, others have said nothing is covered. I was placed on hold for near ************************************************************ to a manager and eventually, I hung up because I couldn't wait on hold any longer. Samsung has sent a service tech out here approximately 4 times to fix the same issue, with no resolve. They were going to send a tech out here again, and the service who was going to charge me for service. When Samsung **************** was contacted for the issue in regard to pay, Samsung stated I was responsible for payment of service because I denied an approximate $600 refund. They also have stated that they are only willing to work with models after 2019, however, I noticed there has been issues with my model number that are allegedly known to Samsung and my unit was purchased and manufactured in 2014. Samsung has refused to work with me to trying to fix the issues with my refrigerator and lately have been giving me the "run around" when trying to work with customer service. Not sure what else to do. It was suggested to reach out to the BBB. Ultimately, I would like a full refund for my unit at this point. Im not sure what else can be done to make me happy or to continue to be a Samsung customer. Any advice on how to continue moving forward would be much appreciated.

      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 related to her Samsung refrigerator. Our records show the agent assigned to the claim corresponded with ************** to discuss the case. Our records further show ************** declined our offer of a prorated refund on the Refrigerator. ************** refrigerator is out of its one-year manufacturer warranty and due to its age, does not qualify for a full refund accommodation. Regrettably, outside of the aforementioned, there are no additional accommodations for this claim. If ************** would like to accept our offer please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

      Customer Answer

      Date: 08/09/2022

      I guess you can close this as I've had ********** take the unit away. I got tired of waiting and of the the issues with food spoilage and bought a new whirlpool and will never buy another anything Samsung  again. 

    • Initial Complaint

      Date:07/19/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our samsung refridgerator model RF220NCTASR was purchased from Best Buy and delivered on July 5, 2021. Also purchased was an extended warranty on the product as well as installation equipment that we were told was required. On November 24, 2021 our we woke up to our food being warm, and water on our floor. The compressor had died the day before we were to host thanksgiving dinner. I immediately called Samsung and was given a time frame of two weeks before it could be fixed. We lost $568 worth of food of which we were told we would be fully refunded for being the refrigerator was only a few months old. We were sent a check for $200 and I was told that i agreed to it and it was final. I called off work 3 times the following month expecting for our fridge to be repaired and it wasnt until Dec. 22 that it was. In February of 2022 we noticed water on the floor and our freezer was warmer than it should be. I got sick several times from which I now know was from eating bad food from our "brand new" Samsung refrigerator. A tech came and said it was the compressor again. He said he would have to come back. I called samsung again and was given the runaround. We were without our fridge for 2 weeks and lost another batch of food. after that was "fixed" in early march we thought things were good until we had water on the floor again. Samsung again sent someone to repair it. The repair man said "these refridgerators are junk, samsung knows it and i feel bad for anyone who purchased one" making me feel just swell. May 30, 2022. The fridge had water again. The same repair man came out, and "had to take some freon out cus it was overfilled". We had a grocery pickup scheduled. After they left, we put $375 in brand new food in our fridge and woke up the next day with it warm (almost hot). The food again was ruined, our fridge was broken. i called off work yet again to meet with the repair man who said the compressor was fried and it couldnt be fixed.

      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 his Refrigerator. Our records indicate that **************** concerns were forwarded to our Specialty ************ for further handling and assistance. Our records show the agent assigned to the claim corresponded with **************** to discuss the case. Our records show **************** accepted our offer of a refund for the Refrigerator. The agent assigned to the claim submitted a request to process the order. If **************** has any concerns, please have him contact the Specialty ************ agent assigned to his claim for further assistance. Thank you for contacting Samsung Electronics America. We apologize for any inconvenience our valued customers may have experienced.

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted Samsung about an issue with the recent galaxy s21 ultra 5G software update. The latest update has made calling on my phone virtually un usable either they cant hear me or i cant hear them. This has been going on for over 2 weeks now contacted ******* my service provider they stated they are getting complaints from everyone with the S21 ultra 5G and they needed to wait from Samsung to push a fix out . I went through all of the troubleshooting steps that could correct the issue with no luck. I was told by a manager from Samsung that it wasn't considered a problem to them because it wasn't the current flagship phone that they had no eta if anyone was working on a fix or when a fix would be out he then told me I should just buy the Galaxy s22 ultra 5G. This doesn't sit right with me I have to pay for a phone I can't use due to a software update creating a bug and I'm told my solution is to buy the current flagship phone for $1,199.99 plus tax. He tired to place blame on ******* and was speaking down to me mocked me and then made up how updates work After I explained I was familiar with how updates and patches work he then agreed I was correct ******* says they are experiencing 1000's of complaints about the 21 they then recommended factory resetting the phone which doesn't roll back updates and wouldn't help Samsung does not give users the ability to decline an update only to postpone it

      Business Response

      Date: 08/08/2022

      Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Samsung has reviewed Mr. *********** complaint related to the recent software update on his Samsung Galaxy S21 Ultra 5G phone.  Our records show the agent assigned to the claim spoke with ************************ as well as corresponded with him via email to discuss the case.  Our records further show the agent advised ************************ that a maintenance update will be released for the phone to address the connectivity issues with Verizon.  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.

      Customer Answer

      Date: 08/09/2022

      [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.Please educate your management staff on the update process and not to immediately suggest purchasing a new phone Other then that I'm satisfied thank you

      Regards,

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

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a Samsung refrigerator and had a service issue with it. We called to set up a service appointment with Samsung. The company they set up our service call with never came out, and does not return calls or answer their phones.We called Samsung back, and spent several hours withe them, trying to find another repair company to come our and service our refrigerator. After talking to two other companies (both of which said they do not service Samsung products), we were told that they couldn't find anyone in a 100 mile radius of ***************, ** to come out and service our refrigerator.Samsung did not honor their warranty for the refrigerator.

      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 Mr. ***** complaint related to his Samsung refrigerator.  Our records show the agent assigned to the claim corresponded with Mr. **** to discuss the case. Our records show Mr. **** accepted our offer of a refund for the Refrigerator. The agent assigned to the claim submitted a request to process the order. If Mr. **** 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.

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a brand new Samsung refrigerator after sometime we started to experienced issues with the ice maker and leaks My husband called a couple of years ago to see if it was still under warranty and was told that it had expired and they couldn't do anything about it. The problem with the refrigerator has gotten worse and we need help to get it fix.

      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 ****************** 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 ****************** 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. 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, ****

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