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 Appliance

  42902 Executive Drive Troy, MI 48085

• 

  SAMSUNG Telecommunications America, Inc.

  1301 East Lookout Drive Richardson, TX 75082

• 

  Samsung Electronics Non Cell Phone

  8115 Sw 165th Ave Beaverton, OR 97007

• 

  Samsung Corp

  3380 146th Pl Se # 103 Bellevue, WA 98007

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:05/16/2025

  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.

  Lets start with I talked to an agent in Samsung care and told him I had an abrasion scuff to my frame on the left side near my s pen. Theres absolutely nothing else was wrong with it, and the chat agent told me since its esthetic it would be a full replacement of the device with a deductible off 99. *o I said okay Ill do my claim, so I processed it. Theres only one to select on the insurance claim site which is cracked screen, but I also notated The frame had an abrasion or a scratch on it from the cement, which is next to the * pen on the left-hand side on the corner thats the only thing that was wrong with the phone. I mailed my phone off for an insurance claim where I stated that the frame of the phone was scraped by cement next to the * pen of my *25 ultra and the people are actually trying to change all these parts when theres no parts that need to be changed I just wanted a new replacement phone, which is what I was told by an agent on chat that I would receive a new replacement phone for a charge of $99 And I put in the notation and yet they still have not done what I needed them to do is send me a new phone Samsung *25 ultra the gold pink color and 512 just my phone thats not scuffed basically.

  Business Response

  Date: 06/02/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ******** complaint related to her Samsung SPen.  Our records show Ms. ******** claim forwarded to our Samsung Care+ team for review.  Our Samsung Care+ team has advised that a Care+ agent made multiple attempts to contact Ms. ******* to discuss the case but has been unsuccessful in reaching her.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

  Customer Answer

  Date: 06/02/2025

  
  Complaint: 23339891
  
  I am rejecting this response because:
  
  I have not received one call to fix this issue and I have not even received my defective device back yet for me to send it back so they don't charge me another $1000. What I need from you guys is to send me the pink S25 ultra in 512 GB. And my old device back so that I can literally send it back to you guys so you don't charge me again. I was told by an agent that I would get the same color same storage.  And that's all I want. This company has been the most unprofessional company I've ever dealt with in my entire life

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

  Business Response

  Date: 06/09/2025

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Ms. ******* complaint, our Samsung Care+ team has advised that the color for the replacement accommodation she received was an alternative solution.  Our Samsung Care+ team has further advised that they were unable to confirm anywhere that the replacement would be of same color as it is subject to the phone being in stock.  Our Samsung Care+ team has also advised that the security deposit was charged however, on 6/03/25, a refund for the charged amount was processed.  Regrettably, outside of the replacement phone already received, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  Date:05/16/2025

  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 paid $1800.00 for the stove we bought. All we want is a NEW STOVE THAT WORKS. *************************************************************** January 2025 and ONE JUST ONE week pass my warranty our oven stopped working and should us a code CF-2 we hired a handyman he said our circuit Breaker went out. We went to a company that after 2 months they came back and said it will take a year to get the part. We then went to ****** they sent us the wrong part. Now being REALLY PISST OFF. I called Samsung they ordered the part well two weeks ago my guy came over and we found out they sent us ************* for a TV not OVEN. I called Samsung once again she now tells me it will take a year to get the part. How can your company sell products when you dont even have the inventory to back up your items

  Business Response

  Date: 06/05/2025

  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 range. Our records show the agent assigned to the claim corresponded with Ms. ******* via email to discuss the case. Our records further show that the agent advised Ms. ******* the part needed for repair is currently unavailable.The agent suggested Ms. ******* contact any local service centers or parts distributors to assist in obtaining the desired part. Please be advised Ms. ******** range is over 2 years old, is out of its one-year manufacturers warranty and as such, it does not qualify for any accommodations; any out-of-warranty repairs are the owners responsibility. If Ms. ******* has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** 

• Initial Complaint

  Date:05/15/2025

  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 ordered a ****** dollar ring from Samsung and I never received it. I attempted to get a refund but was told I had to file a police report for an item that was never in my possession. I would like a refund.

  Business Response

  Date: 06/02/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. ******* complaint related to his ************************** order.  eCommerce has advised that the agent assigned to the claim made multiple attempts to contact Mr. ****** by phone as well as via email to discuss the case but was unsuccessful in reaching him.  ************* still needs assistance with this case, please have him reply to the eCommerce agent's email directly in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  Date:05/15/2025

  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 had a Samsung Galaxy Z flip 5 and within a few months the phone would not charge. I had to mail it to samsung to be repaired under warranty. I decided to upgrade to the Samsung ************* 6 in August 2024 to try and avoid future problems. By Novmber 2024 I had to send the new phone to samsung to be repaired for black/frozen screen. Now 6 months later, May 2025 I had to send it to them to be repaired again for screen problems. I spoke with customer service and explained under Consumer rights I should be given an option of replacing this model phone with another. I spoke with one customer service member who said they would offer a replacement after 2 repairs and another who said that is not the policy. I do not want this phone, obviously there is a problem with the "flip" design and the phone does not function properly. My warranty expires in a few months and I fear I will continue to have problems.

  Business Response

  Date: 06/02/2025

  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 Z Flip 6 phone. Our records show the agent assigned to the claim spoke with Ms. **** as well as corresponded with her via email to discuss the case. Our records further show the agent offered Ms. **** a refund for the phone and she accepted the offer. A refund coupon L*****4RRO in the amount of $1,110.00 was sent to Ms. ***** phone number **********, and email ******************* on 5/30/25 for the phone. If Ms. **** 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 customer may have experienced with this case.

• Initial Complaint

  Date:05/15/2025

  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 traded in my samsung galaxy note 8 in working condition for a $100 credit towards a new phone. Order #SA507200279. Samsung is now saying they will not provide the $100 credit because the charging port is allegedly damaged and will charge me $100. I disagree with this, the phone was sent to them in working condition, I was using it up until the day that it was turned in. I would like them to re-evaluate this decision. This feels like a scam!!

  Business Response

  Date: 06/03/2025

  Thank you for contacting Samsung Electronics America, ****We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ******* complaint related to the trade-in with her ************************** order. ********* has advised the agent assigned to the claim spoke with Ms. ****** as well as corresponded with her via email to discuss the case.eCommerce has further advised the agent assisted Ms. ****** with this issue and resolved the matter; the trade-in chargeback was cancelled. If Ms. ****** 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 customer may have experienced with this case.

• Initial Complaint

  Date:05/15/2025

  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 fiance and I purchased a Samsung stackable washer and dryer from Lowes on April 26, 2025. After running the dryer only 3 times, we started to get a CL9 error code. The dryer vent had been professionally cleaned and the issue persisted. Additionally, the dryer would run a small load for over 3 hours even though the clothes were fully dried. I have spent over 5 hours trying to get in touch with Samsung to be directed to **** USA for a repair to be scheduled. They told me that the dryer had to be unhooked from the gas line, power and dryer vent and placed next to the washing machine for them to service it. When I called Samsung and NISI USA on the day that the service repair was supposed to occur, I learned that Samsung had closed the ticket the day prior and did not alert me. I made arrangements for my Fiance to be home the day of the repair. Then, I got a call from a random individual who was receiving emails from Samsung with my name, phone number and address about a dryer repair. I called Samsung and they confirmed that they had the wrong email on my account despite the fact that I spelled out my email letter by letter when providing my information to them. Not only is this a breach of privacy, which I will alert the *** to as well, this is a huge concern to me as scammers are rampant these days. This process has been one of the most frustrating things to deal with and has wasted enormous amounts of my time and my fiances time (including us each having to take a day off work to deal with issues and repair/delivery people). Samsung has yet to provide a solution to the problem and simply said they would update to the correct email on my account. I have receipts but am unable to upload. Please reach out if you would like them and I'm happy to provide.

  Business Response

  Date: 06/02/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ****** complaint related to her Samsung stackable washer and dryer.  Our records show the agent assigned to the claim spoke with Ms. **** on 5/16/25 as well as corresponded with her via email to discuss the case.  Our records further show per Ms. ****** request, the agent made multiple attempts to contact *** ****** **** but was unsuccessful in reaching him.  The agent left both *** and Ms. **** voice messages and followed up the calls with an email requesting the status of the repair on the dryer.  *********** or *** **** still needs assistance with the dryer, please have them either return the agents' call or reply to the email in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  Date:05/15/2025

  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 s24 ultra in February of 2024. The phone has been great until the most recent update. The camera has quit working. After doing research I've realized this is a common issue with this phone specifically. After calling Samsung to resolve the issue they have told.me there is nothing they can do other than everything we tried over the phone. They wanted me to mail.my phone in for repair but do not have a phone for me to use for work while they have my phone. The camera issue on this phone is a know issue. The camera on this phone is the sole purpose of purchasing this phone because it was suppose to be the latest and greatest thing.

  Business Response

  Date: 05/28/2025

  Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. ******’s complaint related to his Samsung phone. Our records show the agent assigned to the claim spoke with Mr. ****** as well as SMS to discuss the case. Our records further show the agent offered Mr. ****** a free-of-charge mail-in repair for the Galaxy S24 ultra phone but unfortunately, he declined the offer. Please be advised Samsung’s warranty is for service and all efforts to repair the phone have to be exhausted before we can offer any accommodations. Regrettably, outside of the aforementioned offer, there are no accommodations for this claim.  If Mr. ****** should reconsider and would like to proceed with free-of-charge mail-in service, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 05/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i tried to call Alan back 5 different times and he has not returned my call. I took my phone to the store he recommended (ubreakifix) and say cannot get parts to fix my phone as they are all on backorder. The man at the store said that the last update caused alot of problem with the Samsung phones. And said that it doesnt show him a backorder date as to when the cameras will be available. If they can fix my phone somewhere else I will gladly send it to be repaired. But the store closest to me (2 hours away) does not and cannot get the parts needed for repair.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 06/03/2025

  Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. ******’s complaint, Samsung believes in building quality products, and we apologize for not meeting his expectations.  However, as stated in our initial response, the agent assigned to the claim offered Mr. ****** a mail-in free of charge repair on the phone but, he declined the offer.  Samsung's decision related to Mr. ******’s phone remains the same.  Regrettably, outside of the aforementioned offer, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  Date:05/15/2025

  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.

  Dear *** or ma'am,I am reaching out to seek assistance with a refrigerator I purchased. The fridge was purchased from ***** in *******, and it cost me thousands dollars. The refrigerator is from Samsung and it is a model RF28HFEDBSR/AA. Ever since I purchased the fridge I have been facing all types of problems with it. I have always had an issue with the ice maker and instead of replacing the fridge, Samsung kept on sending a technician to fix the problem. I got so tired with that ice maker that I stopped calling them to fix it . Finally two days ago, the fridge stopped working completely. I called Samsung and they sent out another tech expert for a consultation and the gentleman stated that the motor for the fridge is broken. I was told to call Samsung customer service for the next course of action and to review the cost of the motor. To replace the motor with labor included, it costs upwards of 700 dollars which I cannot afford right now. I spoke to multiple representatives from Samsung and none of them resolved my problems. This is clearly a manufacturers issue and I still have had no help from Samsung resolving the matter. Now I am sitting in my house with 3 children and no fridge.I would greatly appreciate assistance with this matter.Thank you

  Business Response

  Date: 05/29/2025

  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 spoke with Ms. ********** to discuss the case.  Our records further show the agent offered Ms. ********** the option of either a prorated refund of $333.06 or repair with parts coverage only on the icemaker; Ms. ********** requested to accept both offers. Please be advised Ms. *********** refrigerator is over 8 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify any accommodations outside of one of the aforementioned offers. If Ms. ********** would like to proceed with the prorated refund or repair with parts coverage on the icemaker only, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ice maker of my refrigerator failed for second time. This is a known issue that Samsung has fixed repeatedly at no charge to customer as per ******** group. First time was covered under warranty but technician at the time said it would happen again just a matter of time and Samsung would repair again at no charge. It has failed and Samsung is now saying it will be $200 just for someone to come out plus parts.

  Business Response

  Date: 06/03/2025

  Thank you for contacting Samsung Electronics America, Inc.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 spoke with Mr. ****** as well as corresponded with him via email to discuss the case. Our records further show as a one-time warranty exception, the agent offered Mr. ****** a free-of charge repair and he accepted the offer.  The agent submitted a request to process and a Samsung authorized servicer contacted Mr.****** to schedule the repair. If Mr. ****** 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 customer may have experienced with this case.

  Customer Answer

  Date: 06/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wifi on phone very slow

  Business Response

  Date: 05/29/2025

  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 Galaxy phone. Our records show the agent assigned to the claim corresponded with Mr. ******* via SMS and email to discuss the case. Our records further show the agent offered Mr. ******* a free-of-charge mail-in repair and he accepted the offer. The agent submitted a service request and provided Mr. ******* with a *** shipping E-Label to send his phone to our service center for repair. Please note Samsungs warranty is for service and all efforts to repair the phone have to be exhausted before we can offer any accommodations. 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 customer may have experienced with this case.

  Customer Answer

  Date: 05/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *******