Samsung Customer Service Complaints - page 2

User Reviews, Ratings and Comments

Samsung customer service is ranked #680 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 27.25 out of a possible 200 based upon 4597 ratings. This score rates Samsung customer service and customer support as Terrible.

NEGATIVE Comments

4,411 Negative Comments out of 4,597 Total Comments is 95.95%.

POSITIVE Comments

186 Positive Comments out of 4,597 Total Comments is 4.05%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Samsung

    Customer Service Scoreboard

    • 27.25 Overall Rating
      (out of 200 possible)
    • 4,411 negative comments (95.95%)
    • 186 positive comments (4.05%)
    • 5 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.6 Issue Resolution
    • 2.7 Reachability
    • 1.7 Cancellation
    • 3.3 Friendliness
    • 2.3 Product Knowledge

Add your review! Return to the main Samsung customer service scoreboard page

Posted by KB


Horrible!!! Sent my watch in for warranty repair, got it back after being repaired and still didn't work, have created 2 more repair tickets and shipped in and they just cancel ticket and ship back!!!! What am I supposed to do???? This is fraud!!!

Posted by robert


First, let me state I have been using Samsung for many, many years. This will change soon. My current 3 TV are Samsung and my last two were also Samsung. My two tablets are Samsung as were my last 3 and my current phone is Samsung as were my last 2. When I initially purchased the Smart TV it came with pre -installed apps which I accepted. Recently, two post apps were installed decreasing memory and now if I want, I cannot add any new apps of MY CHOOSING. In addition, I found the most recent post app Tik Tok offensive. Needless to say, because of your rigid policy of not be allowed to delete unwanted apps, I will look for other brands in the future.

Posted by wedont


After many years of going back & fort with SAMSUCKS warranty people, my conclusion is: Samsung refrigerators SUCK!! At the very least the older models with ice maker at top-left corner in cooling area (see pics). I have no experience with newer models. But buyers be aware, they will not recall defective models nor will they pay your money back. they will just drag you on and on hoping you give up or accept their non-sense accommodations for irreparable unit by Samsung certified techs at NISI, like mine.

On my original $3000 unit they offered me $200 refund or 50% off of ORIGINAL price of a new fridge from their website. But here is the catch; for what you can easily buy at Home Depo, SAMS, or COSTCO for under $2000, they give you 50% off on original price of $3400 on their website!!!

Posted by Anonymous


I agree with the thousands of people who left complaints for Samsung's terrible support. It is simply unacceptable that requests be treated only through their live chat while the webpage clearly states that help can be provided through 1-800-Samsung.

Posted by Anonymous


We have just recently purchased a dishwasher in June'23 it has broke down twice in 3 months. Getting someone out there to service. The dishwasher under warranty is a hassle they either do not show up and do not call to tell you or ignore all your messages and delay for the next week.
I have called OMB LLC that is who is contracted by Samsung and they are useless as far as assisting you with a date/ time for the service technician. This whole process has been a month in total and we want our money back but Samsung doesn't care about time spent taking off of work to be there for the service man that doesn't show. Samsung doesn't care that we have to do dishes by hand for a month or longer because they already have my money. They don't care about my frustration or the inconvenience of the customer. This is the very last Samsung product I will ever buy. All they do is give you the run around I just want my money back and I'll buy from a different manufacturer with better customer service.

Posted by They do not want to work with yo


They do not want to work with you. Avoid them

I need to make bullet points

1. Received my package on Aug 3rd for repairment -> needed parts (this is ok)
2. notified me that they received the parts on Aug 4th
3. After 1 week, I send an email asking what happened to my phone and get no actual confirmation back
4. After 10 business days (and few emails later) I still do not receive any information from them
5. I call them and they dismiss my questions AND tell me that they never got my repairment parts
6. They do not fix the website to show any change and do not respond to any of my emails
7. After calling them one final time on 09/02, they say that my phone has been repaired and will be shipped out
8. They mess up on my shipping address which was confirmed in the beginning. So my UPS delivery is further delayed

Overall, my phone was taken by them for about 6 entire weeks with minimal updates and minimal communication. They do not want to work with you. Avoid them

Posted by luhluh46


Brand new $500 monitor. Web cam would not connect to the computer. Spent multiple hours with tech support with absolutely no useful assistance. Everyone was polite but gave me advice for completely unrelated issues and gave me conflicting information on multiple occasions.

Eventually they said they would bump me up to Tier 2 support...I received an email that essentially said "try a different cable," - obviously this had been recommended by all previous agents and I had tried multiple times. This was sent from an email address that you could not reply to, so there was no way to respond.

Tried customer chat again. Agent didn't acknowledge much of what I said regarding the history and declined reading the chat history. The monitor is pretty great overall, but I'm returning it because it's in absolutely no way worth the headache to deal with tech support to fix the web cam issue. I'm going to avoid all samsung products (when possible) from now on. The whole thing took multiple days and over 6 hours of chat, email, troubleshooting, waiting etc.

It appears they just copy/paste from a script, no matter what your issue or question is. The responses are frequently irrelevent and can take 5 minutes to get chat responses. It's essentially the same as dealing with any useless tech support bot.

Posted by Dropkickjra


Samsung customer service was no help at all.
When came to recover my account?
I told them i'd lost my old phone.
I had a different phone number.
I no longer had access to that phone or any of its information but needed to access my account to recover my contacts and passwords they had saved . I gave them the correct email phone number my name and birthday everything they asked accept the imei and they wouldn't give me access I had already switched to iPhone and only came back to galaxy cause it was cheaper and money is tight right now but after dealing with there customer service I'll never buy another Samsung phone again and seeing as I was only one in my family that did like iPhone better but still bought my wife's and kids phones they just lost an entire family's business over this phone call and seeing as they are a giant in the phone industry it may not hurt them but I hope it does losing 4 people over and over again cause your service sucks will eventually hit you where it matters your pockets

Posted by The rock


If they gave me the refrigerator for free I'll pass. They don't stand behind there products

Posted by Bryan


My Samsung z Fold 4 has 7 days left on warranty and has had a covered defect that just appeared.
The warranty process would require me (due to where I live) to mail in the phone. This would leave me with no phone for up to 7 business days. This option is impossible b/c I would lose clients in my own business as my phone is required to open doors for homes I'm selling. They have no alternative but to not use the warranty or to, in my case, lose business in an amount of more than double the device value. I will not purchase a Samsung product again to include televisions, appliances, phones, computer monitors or components or anything else unless they are able to help make this right.

Posted by Anonymous


I wouldn't recommend samsung to anybody. There SUPPORT SUCKS and not a sure if they can even read. You ask them a question and there answer has nothing to do with the question. WORST EXPERIENCE OF MY LIFE.

Posted by Anonymous


A wast of. Lot of time. They didn't just not solve the problem, they took all afternoon to do so. Brand new phone and case didn't work. Not even 7 days old and they basically said too bad

Posted by Customer Adam


I ordered a washing machine in March, I was advised 'Your goods are on the way!' it was in stock ready for quick delivery on the web store. When I paid for it I checked delivery time and it wouldn't be delivered for over two months! I asked for refund as I couldn't wait that long for to wash my clothes. They said that the refund was being processed, so I waited, and waited, and waited. Two months went by (and over 20 phone calls) to their so called customer service. They said that it was escalated multiple times to the back end of returns and finance (what a joke). So here I am still waiting for my money to be refunded 6 months later for an item that I didn't ever receive. I have had over 30 conversations with their so called cusomer service over the phone and they don't care about my refund and it was apparently cancelled for no reason (I'd say they refunded themselves in the back end). I have had to wait on the phone for over an hour multiple times for Samsung to tell me nothing of any value or any help regarding this issue or my refund. DO NOT BUY FROM SAMSUNG! Their customer service and refund process is by far the worst in Australia. They are liars, scammers and don't care about their customers.

Posted by knute


Purchased a new Galaxy Fold Z5 phone, sent it back, did not open package. Worst customer service experience I have ever had. Not only were they lacking in their knowledge but I was always transferred to another representative who apologized, and said they would help resolve all issues. Well, that's exactly why I sent it back. They did not. They over charged for sale tax, and I gave the the correct information and provided State website and screenshots, the financing term I want 48 months instead of 24, that's what they advertised and after pulling my credit gave me more than double what I had requested, probably hoping I would buy something else, and the did not follow through. Spent two weeks of my time trying to order a phone, nuts! I'm a senior and my time is valuable but obviously Samsung does not care. Lost a long time loyal customer.

Posted by Disappointed


Samsung A13 5G, screen went black. Samsung Authorized Repair facility diagnosed issue as failed screen and motherboard. Phone was 5 months old at the time. Repair facility cannot do needed repairs. Samsung Customer No Service repeatedly dodged responsibility, even to the point that they indicated I should contact the store where I bought it and the service provider for resolution. Frequent phone and chat sessions, plus several scheduled callbacks, which were ignored, and 10 days later I still have a dead 5 month old phone. Looking for new service provider and other options besides Samsung for all my phone needs. Now waiting to see what the State Attorney General office finds out as a result of my complaint.

Posted by NixSa


This will be the last time I purchase anything produced by Samsung. Worst customer service ever. I recently purchased a Samsung galaxy 6 and returned, they are now charging me for a watch strap that I sent back.

Posted by Samsung Refrigerators


Samsung customer is Very worst. They really doesn't know what they are doing also

Posted by Anonymous


Worst Customer Service experience!!! Will never again purchase a Samsung appliance!!!! Under warranty but because they have been seen once can't get the washer fixed again. Apparently it's a faulty washer. We do have a lemon law in NY State!!!! Samsung sells junk!!!! Refuses to fix a broken product that is under warranty unless you pay to have it fixed!!!! That's against the law!!!!

Posted by Cheff black


Very nasty people bad unprofessional liers harassed me for no reason to give me 50 dollars and promise d me 80 dollars and it was because of there lack of communication

Posted by Damon


Your repair service department is by far the worst I have ever dealt with, I mean it is a complete joke, absolutely worthless. The people I spoke with were all very nice but somewhere in your organization there has been a complete failure with me getting my product back to the original working order. Your products have always been the best I ever had but after this experience with your repair department I will not be buying Samsung ever again and I will do my best to make sure none of my family or friends ever by Samsung again.

This nightmare started out with my Sound Bar making a strange sound so I sent it in for repair. After not hearing from support for a while I decided to call, they told me I had to send the subwoofer in also, why did some not call me and tell me this? Also I was specifically told by a your customer support that I only needed to send the sound bar as it, not the subwoofer, were making the strange high pitch clicking noise. The next day I called back to see how I needed to ship the subwoofer and they said I no longer needed to send the subwoofer. They went on to tell me that they did not find anything wrong with the Sound bar but replaced the the main circuit board, I was told.

When I got the Sound Bar back the subwoofer would not pair with the sound bar. So I called support and we went through several troubleshooting steps but nothing worked. I was told they would send me a new subwoofer within 10 to 20 days but the support person thought it would only probably take a week as it was a slow time of year. After a couple of weeks I called to see the status and I was told repair needed a picture of the back of the subwoofer, ok fine but why did no one ever call and tell me this after two weeks!!!!!!

So I sent the picture in and I was told I would get the subwoofer in another 10 to 20 days? Why? It was not my fault that someone did not call me. So about 18 days went by and I called again to get an update on the subwoofer. This time I was told that repair wanted us to troubleshoot the issue first, what the hell!!!!!! We already troubleshooted multiple times. This was insane. And again why did not anybody call to tell me this?!!! The customer support person saw this was the case and apologized and said they would send out a subwoofer in another 10 to 20 days. Why? I should have it overnighted at this point, not to wait yet again another 10 to 20 days.

At this point I was very angry and wanted to talk to a supervisor. The customer service person said there was no one to send me to because it was a Sunday and told me to call back Monday and talk to the SPMT team and that they would take care of reimbursement me in some way or another. So I called back on Monday and the team was not interested in making amends for the awful support I was experiencing so again I asked for a supervisor. The supervisor was not interested in making things right with me either, he only wanted to send me the subwoofer yet again and again it would take 10 to 20 days!!!!! What a joke. The supervisor opened yet another ticket, which was like the 4th one. Ticket #: 4172069354 The person told me supply was low which I can understand that but companies I have worked for still would have done something to make me happy in the meantime, but not Samsung. Samsung is making sure they do everything they can so I will never buy a Samsung product again and they have succeeded.

Now after 25 days after talking to the supposed supervisor, I still had no subwoofer so I called the support line yet again. This time I was told they needed a picture of the back of the sound bar with the serial number on it. Again what a joke, no one ever called me to tell me this. Absolutely the worst support ever!!!!!!!!

So currently the support person is trying to escalate resolving this issue but so did all the others to no avail. It is like a comedy skit of the worst company support ever. Now I am waiting to hear back from someone in 24 to 48 as to what will happen next. Is there no end to this madness?!!!!

Posted by Pedja


Samsung deliberately chose to disable delete button on apps they pre installed. They take 2/3 of available memory. Take in consideration that java creates piles of cache you end up going through device care on daily basis to clear garbage to avoid buffering. It is outrageous that you can't control product you paid for. UNBELIEVABLE!!!!

Posted by Boy Wonder


Tried contacting samsung for an insurance claim on my phone probably spoke with 6 representatives before I could be helped. All of which I could not understand (very thick accents) they wanted to argue because they could only give me one ups store to go to. 30 miles away...worst experience with any customer service that I have had in my life. Why can't these companies realize that using foreign representatives hurts their businesses in the USA. I will never deal with samsung again

Posted by Ralph


Sm-x808u
after support after warranty. Asked for paid support. Only offered to sell me a S9.

Posted by Never Samsung


Worst customer service ever! bottom line bought a dryer direct form Samsung.com (first mistake) They delivered it defectives and I literally could not use it a single time. Literally they are the definition of the phrase "run around". got handed off many times , spend several hours and they are unbelieve ably sticking it to me and not replacing, refunding or returning the dryer. I have a useless 1100 dryer that I never got to use a single time.

Posted by Garima


They kept me waiting for 43 mins and after that also they didnt connect me to customer support

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