Complaints

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:05/05/2025

  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.

  I bought galaxy flip6 from Samsung online. After 2 days I noticed small number of dust under camera lens. I reported to Samsung online. They said they cannot do replacement after 24 hours, but I can return the phone within 14 days or get it fixed. I took it to Samsung store, they said it'll need to be opened to be fixed. So I decided to keep as it didn't look so bad and did not want the phone to be opened. As months pass, the dust built up heavily. Clearly the camera lens hasn't been sealed correctly. The camera next to it has 0 dust. Now Samsung store says they won't repair because manufacture defects are not covered under warranty. So the store went back on their word. It's very perplexing that a manufacture defect, that samsung store rep admitted it is, is not covered under warranty? I have been buying Samsung phones since Galaxy s1, and if samsung $1600 phone manufacture defect is not covered under warranty, it looks poorly on Samsung.

  Business Response

  Date: 05/05/2025

  Hello, 

  Thank you for bringing this to our attention, we're working with our team to review this case further. As you mentioned this was reported early on, if you could provide any reference numbers of the previous interactions we can review further. 

  Otherwise, we are requesting the BOS to check for warranty and review the issue's eligibility so we can provide an appropriate solution. We will be reaching out shortly.

  Thank you, 

  Samsung Electronics Canada. 

  Customer Answer

  Date: 05/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: 

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

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

  either way, manufacturer defect should be resolved. It seems the camera seal wasnt done properly hence one camera has dust escaping inside but the other camera is perfectly fine.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/05/2025

  Hello, 

  Upon reviewing your order and the pictures provided, we've instructed our team to contact you and offer service under warranty to resolve this issue. 

  We apologize for any inconveniences this might've cause you.  

  Sincerely, 

  Samsung Electronics Canada. 

  Customer Answer

  Date: 07/05/2025

  
  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.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:17/04/2025

  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.

  I had relocated my samsung tv (purchased july 2024)less than 3ft to a higher tv stand (8"higher). When I plugged in the tv, lines appeared. I then did all the self diagnosis which did not work, then contacted samsung tv customer service. I did a live video showing the agent the lines, did a total tv reset, gave them authorization to view and record. And then I was authorized for repair work under warranty. A local repair company received the work order and called me to confirm that parts were ordered and they would pick up tv or I can drop off. On April 16, three days after the repair work authorized, The local repair company called me to inform me the order was cancelled by Samsung. I contacted Samsung via chat and since have included a copy of that chat. I am very disappointed in Samsung to say the least.

  Business Response

  Date: 23/04/2025

  Thank you for taking the time to share your experience with Samsung.
  
  We apologize for any inconvenience this issue may have caused.
  
  Physical damage is not covered under the warranty policy. If a service center visits a customer and discovers any physical damage, they will decline to proceed with repairs. Service ticket was cancelled because there are signs of physical damage.
  
  We appreciate your efforts in communicating your needs with us.
  
  Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.
  ***********

  Customer Answer

  Date: 23/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  #1 The first chat dated April 12, 2025 clearly shows customer care, seeing via video the tv screen and consequently approving a Samsung repair ticket **********. 
  the colored lines seen across the screen is a hardware issue. There is no cracked screen, it is strictly bleeding lines across the screen. No one damaged this tv,  no one dropped this tv,  no one physically did anything to this tv. It is apparent from reading other customer's complaints on social media and elsewhere.

  I will be taking this tv to a professional tv repair service, getting an opinion. It will be worth the $70.00 I will have to pay, to find the issue.  Samsung has obvious issues on this certain model, however they are blaming the customer.  I am done with Samsung on this matter.  After all, after a first time very long customer service call, with live video recorded by the samsung rep who asked permission for access of my samsung galaxy video, asking me to slowly show all sides and corners of the tv, they were able to see the issue of colored lines seen across the screen. So much so, that they originally approved the repair order work. 

  I understand most customers would walk away from a company this size, however I am not going to be that type of customer. I know I am 100% right and am prepared to take my complaint as far as I can. 

  Sincerely
  
  ***** *********

  Business Response

  Date: 28/04/2025

  Samsung will send a technician to perform on on-site inspection. 

  Customer Answer

  Date: 02/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  1) I received a dated Mon, April 28th text message from samsung, that they authorized the repair (see chronologue of communication between myself ,and the authorized dealer (I brought the tv to the repair shop dealer, and safely packaged) 
  2) Then I received another text with a link and it stated they were not going to repair on Tuesday, April 28th.

  3) Samsung is either just confusing the situation or someone is doing a great disservice to a long time customer.  I have no clue what to do next. But I am considering litigation.
  Sincerely,
  ***** *********

  Business Response

  Date: 07/05/2025

  The technician has inspected the TV and taken photos. The report states the TV does have physical damage. This is not covered under warranty.

  Customer Answer

  Date: 07/05/2025

  
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:17/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for weeks to get a hold of a customer service representative at Samsung Electronics Canada Inc so I can get their reseller ID #. This number is needed by Samsung **** so that I can enroll the 3 tablets that I purchased online with Samsung Electronics Canada Inc. with Samsung **** (as per the instructions from Samsung ****). Chat or phone customer services just passes me to other departments. Email customer service does not respond at all.

  Business Response

  Date: 17/04/2025

  Hello *******,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern. Firstly, we sincerely apologize for any inconvenience that you may have experienced with your order. We would like to inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing difficulties with your order. We are sorry to hear about this. We would like to inform you that our Senior Customer Experience and Escalations representative has reached out to you with an update regarding your case via email on April 16, 2025, to the email address that you have provided.
  
  If you have any questions or concerns, please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 22/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: the response provided by Samsung Canada on April 16, 2025 did not address the issue we needed resolved. We have had our issue resolved through a colleague who happens to be working with a representative at Samsung Canada on another project.  At no point in any interactions with Samsung Canada customer service, did we receive any useful guidance to answer our question or meaningful attempts to help us resolve our issue, even though it was easily resolved once we were able to speak to a knowledgeable representative at Samsung Canada (that we found ourselves - not through customer service).  I have recommended to our organization's leadership that we no longer use Samsung products going forward given the extremely poor customer service and complete lack of support at Samsung Canada for their products. 
  
  Sincerely,
  
  ******* *** ***

• Initial Complaint

  Date:14/04/2025

  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’m filing a complaint regarding my Galaxy Z Fold5, which developed a defect in the fold mechanism less than two years after purchase. This issue caused the internal screen to become uneven, making the screen protector detach and impossible to replace. A Samsung-authorized technician confirmed this as a structural defect (Ticket #**********), and the same issue occurred with my husband's identical phone. I believe this is a latent defect and Samsung should replace or repair the device at no cost. So far, the only response I received was that it’s no longer possible to use a screen protector, which is unacceptable for a premium product still under reasonable use. I am seeking a resolution from Samsung in the form of a full replacement for both my device and my husband's, as the defect we are experiencing is completely unacceptable. Samsung heavily marketed the Galaxy Z Fold5 hinge as being designed to withstand over 200,000 folds, which, according to the company, would guarantee a lifespan of more than five years with an average of 100 folds per day

  Business Response

  Date: 15/04/2025

  Hello, 

  Thank you for bringing this to our attention. We appreciate your explanation of the issue you're having; we will be contacting you shortly to request some supporting documents and information and to offer you courtesy free of charge repair for your device provided eligibility criteria is met. 

  Feel free to contact us again and if you have any questions or concerns.

  *******

  Samsung Electronics Canada. 

  Customer Answer

  Date: 17/04/2025

  
  Update to Case #******** – Samsung Electronics Canada Inc.

  I am writing to provide an important update regarding my ongoing case with Samsung Canada.

  Since opening this complaint, I received follow-up phone calls from Samsung's customer support team. Unfortunately, these interactions were deeply disappointing. The representative I spoke with was ****, dismissive, and stated outright that Samsung would "never" replace my device — regardless of the evidence presented or the nature of the defect. This kind of communication is not only inappropriate from a customer service standpoint, but it also ignores the legal consumer protection frameworks in Canada.

  According to the Sale of Goods Act and guidance from Consumer Protection BC, manufacturers can be held responsible for latent defects — that is, manufacturing flaws not immediately visible at the time of purchase but that significantly impair the product’s function later. These are not limited to the one-year warranty period and must be addressed when they contradict reasonable expectations of durability or performance.

  This is precisely the situation in my case:

  Both my phone and my husband’s — Galaxy Z Fold5 512GB, purchased directly from Samsung — developed identical structural hinge defects in under two years of regular use. The screen protector became unusable due to deformation caused by the hinge, and in my case, a dead pixel also appeared near the fold. This directly contradicts Samsung’s own marketing, which clearly stated that the Galaxy Z Fold5 hinge was designed to withstand over 200,000 folds, ensuring a lifespan of over five years with average daily use.
  Additionally, as I communicated to Samsung, my device is essential to my work and my only communication tool. The company’s suggestion that I send in both defective phones for evaluation — without providing any loaner or temporary solution — is unreasonable and puts me in a highly vulnerable position, both personally and professionally.

  
  After over 20 years of loyalty to Samsung products, I find this experience to be disheartening and unacceptable.

  
  I respectfully request that Samsung:
  Recognize this as a latent defect as defined under Canadian law;
  Offer a full replacement for both affected devices;
  Improve the quality of its customer service approach in this case.
  Thank you for continuing to assist with this complaint.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 17/04/2025

  Hello, 

  Thank you for communicating your concerns regarding this issue, as per our warranty policy we have offered free of charge repair, and we extend the offer still as courtesy provided the device is outside of the warranty timeframe. Please note unfortunately we cannot accommodate the exchange request as repair has not been attempted and is the resolution we can offer to resolve this issue. 

  Feel free to reach out if you have any questions or concerns. 

   

  *******

  Samsung Electronics Canada. 

  Customer Answer

  Date: 24/04/2025

  
  Dear Samsung Support and BBB Representative,
  
  I am writing to formally REJECT and respond to Samsung's recent communication offering only a repair for the hinge defect present in both my Galaxy Z Fold5 devices. This response is inadequate and fails to address the core issues at hand.
  
  1. Latent Defect Under Canadian Law
  The hinge failure in both devices constitutes a latent defect—a hidden flaw not discoverable upon reasonable inspection at the time of purchase. Under Canadian consumer protection laws, specifically the implied warranty of quality, consumers are entitled to remedies for such defects that render a product unfit for its intended use. ( Refference https:*************************************************************************** )
  
  2. Misrepresentation of Product Durability
  Samsung's marketing materials explicitly state that the Galaxy Z Fold5's hinge is designed to withstand 200,000 folds, equating to approximately five years of typical use. Both of my devices exhibited hinge failures in less than two years, contradicting these claims and indicating a misrepresentation of product durability.
  
  >>> Samsung Canada Support: In the FAQ section regarding the Galaxy Z Fold5's hinge technology, Samsung notes:Samsung
  "The Flex hinge is designed to handle over 200,000 folding and unfolding cycles on average. Therefore, the device should last more than 5 years if opened and closed 100 times a day."Samsung
  You can view this statement here:
  https://*****************************************************************************************************************************
  
  3. Inadequacy of Repair as a Solution
  Given that my smartphone serves as my primary communication tool and essential work device, being without it for an extended repair period is untenable. Moreover, industry discussions suggest that post-repair devices may not retain their original water resistance, potentially compromising the device's integrity. Ref: https**************************************************************************************************************************
  
  4. Request for Full Replacement
  Considering the above points, I respectfully request a full replacement of both defective devices. This resolution aligns with consumer rights under Canadian law and reflects the expectations set by Samsung's own product representations.
  
  5. Harassing and Inappropriate Phone Contact
  I would also like to formally express concern over multiple unwanted phone calls I received from Samsung representatives. These calls were unprofessional, and on several occasions, the tone was dismissive and pressuring, suggesting I should "give up" on my replacement request. This behavior not only violates the standards of respectful customer service — it may also constitute coercive conduct, which is unacceptable and contrary to fair business practices under Canadian consumer law.
  
  From this point forward, I do not consent to any further phone calls and ask that all communication be conducted via email only, in writing, and on record.
  I appreciate your attention to this matter and hope for a prompt and just resolution aligned with both legal obligations and Samsung’s stated commitment to product quality and customer satisfaction.
  
  Sincerely,
  ****** *********.

• Initial Complaint

  Date:11/04/2025

  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 have purchased a washer back on April 16th, 2024. In the last 4 months the machine has been repaired 3 times, 2 for the same problem, one for a different one. Now the machine is down again and smells burned, with a fire risk. The warranty expires in three days, we request a new washer to avoid the risk of fire in the future.

  Business Response

  Date: 11/04/2025

  Hello,

  Thank you for taking the time to share with us your experience with Samsung.  We apologize for any inconvenience this issue may have caused you.

  As our warranty policy is for repair, we would be more than happy to dispatch our service centre to inspect and repair your washer.
  
  We appreciate your efforts in communicating your needs with us. Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.

  Roger

  Customer Answer

  Date: 15/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  the repair company worked 3 times on the same problem, and they clearly cannot fix it. The warranty is now expired and I request a new unit as for policy. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 16/04/2025

  Hello,

  As our warranty policy is for repairs, we would not be able to accommodate your request at this time.

  We understand that the technician has scheduled April 17th for repairs.

  Thank you,

  Marcy

• Initial Complaint

  Date:11/04/2025

  Type:Product 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.

  My order number is ***************** ticket number is ********. Call service reference number is *******. I've recently got an email regarding the adjustment of my trade-in device. Before my device was boxed and shipped back to Samsung, it was in good condition. It was fully functioning and had little to no scratches. I had followed the protocol to factory reset my phone and made sure it still turns on. Please find images and videos attached to this claim. The images that I got back from Samsung was not how my phone looked. The images showed rather very damaged side views of my phone and did not show what they claimed as "severely damaged and scratches on the back glass""functional issues". I do not accept this explanation and find it rather unbelievable. I was told a few times from their customer service I can't doing anything about this but I dont think this is fair. I was also told that a company called ******** is in charge of assessing my phone. Also, when I demanded for a contact for complaints, the agent(***) simply told me there's no contact for that, how unprofessional. I've since gotten 2 more emails, seemingly generically generated with 95% the same exact wording without any extra investigation or proof. I called customer service and was told there's nothing I can do and felt forced to make a decision on whether to take the offer or not by Apr 22. If failed to do so, they would charge my account automatically with the amount they requested. Being a loyal Samsung customer and have owned 3 Samsung phones, 2 tablets along with galaxy earbuds. I am very mad and disappointment with this situation. I feel unfairly treated and tricked. I sent the phone fully functioning and in good condition. No detailed proof or report. I believe my phone was poorly handled during the assessment which should not result to value of $0. Please help me with investigation soon as I only have until Apr 22 to respond on my decision, if not a charge will be automatically applied.

  Business Response

  Date: 11/04/2025

  Hello *********, 
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern. Firstly, we sincerely apologize for any inconvenience that you may have experienced with your order. We would like to inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing difficulties with your order. We are sorry to hear about this. We would like to inform you that our Senior Customer Experience and Escalations representative has reached out to you with an update regarding your case via email on April 11, 2025, to the email address that you have provided.
  
  If you have any questions or concerns, please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 15/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I have made several attempts to request for clear and detailed evidence of the damage to my device, which Samsung has claimed has "severe damage and scratches on the back glass". The issue is unresolved and I never received the proof they claimed, making the charge unjust.The third-party partner, ********, is responsible for the assessment of my device, and I have been told that there’s no further escalation possible with Samsung. I would appreciate further assistance in resolving this issue.

  The only images attached to the claim were of the "side" of the phone. There's no unboxing videos of the phone prior to ********'s assessment. I suspect ********** activity. I demand a detailed report of all the damages and the assessment of the phone proving it to be deemed $0 of value. My phone was still working fine prior to trading it in and the appearance had little to no damage. It is rather hard to believe that was my phone just looking at the 2 pictures samsung has supplied. 

  The responses that I got from Samsung were very much the same everytime, without even any changes in wording, making me doubt that any action was taken prior to the reply. I still feel unjustly treated and would like an official, thorough explanation, not just 2 images that don't even match the description of the assessment of  "severe damage" resulting to $0 value of the device. I also need a video of the agent from ******** opening the original box that was used to mail the trade in device and the condition of the phone then.

  If failed to do so, I do not think the trade is fair and I suspect ********** activity and may consider taking legal action.

  Sincerely,
  
  ********* ***

  Business Response

  Date: 17/04/2025

  Hello *********, 
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern. Firstly, we sincerely apologize for any inconvenience that you may have experienced with your order. We would like to inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing difficulties with your order. We are sorry to hear about this. We would like to inform you that our Senior Customer Experience and Escalations representative has reached out to you with an update regarding your case via email on April 17, 2025, to the email address that you have provided.
  
  If you have any questions or concerns, please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 24/04/2025

  
  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. They have sent me an email a week ago honoring the original price adjustment/value of my trade in device. They have promised me they would not charge me card on Apr 22.

  I replied them with an email suggesting them to review the quality of service of their business partner ********, since this experience is very disappointing and had ruined my trust and Samsung's reputation as a company. 
  
  Sincerely,
  
  ********* ***

• Initial Complaint

  Date:10/04/2025

  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.

  Hello, I need help please. I bought a band new 57" Odyssey Neo G9 Gaming Monitor G95NC on November 2, 2024 and have recently found it has a fault with a large dimmed scan line down the middle. I bought it on sale in addition to doing a trade in with my old monitor. It was a very good deal combined with the trade in offer which were both factors in me purchasing it, I could never have afforded it at full price. I work lots of overtime during last summer saving up for it. I have a Samsung service ticket open (Service Order: ********** / Service Request: **********), but it's been very confusing and they claim they don't have the part to repair it and won't replace it and I feel there has been no progress in finding a resolution. Originally, they wanted me to send the monitor back but lacked detail (email chain 1). Then they said a local repair shop would come look at it (*****), which I haven't heard back from since my original email to them explaining the problem. Then the latest emails (email chain 2) they only want to refund me which seems like a really bad option for me. All they have offered is a refund now, which I do not want. Their refund seems like a really bad deal because they do not include the trade in value of the monitor they took ($300 which I would loose), and they only process it after I ship back this giant monitor. The other problem is the packaging for it was huge, and to ship it back without the original packaging (size of a small fridge, who would keep that?) is it's almost guaranteed to get damaged due to the large size and extreme curve of it. I have a feeling they would probably blame shipping damage on me and not process the refund if I shipped it back to them. I like the monitor, but it's defective when running it at it's advertised specs. The outcome i'm looking for is a replacement or repair and I feel like they're running me around in circles not so I'm really hoping to get some help or advice. Kind regards, *****

  Business Response

  Date: 10/04/2025

  Hello *****, 

  Thank you for bringing this to our attention, we apologize for the inconveniences.

  Please be advised unfortunately the repair cannot be completed at this time as the part needed for the repair is currently on back order and will not be available until August 9, 2025. 

  As for the replacement, model LS57CG952NNXZA Odyssey G9 is also out of stock from our website and will not be available until mid-June. 

  As for the refund amount offered, we are currently reviewing with our respective teams to address the trade-in value question. We'll continue investigating this matter, and get back to you with an update. 

  Khalil Z.

  Samsung Electronics Canada. 

  Customer Answer

  Date: 10/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: 

  I am willing to wait up to a couple of months until either replacement stock arrives or repair parts arrive. Even if they account for the $300 trade in discount I still do not wish to seek a refund. 

  I do not wish to seek a refund because I wish to keep this monitor and have built my whole computer setup around it. It's a very good monitor when it works, I just would like a fully functional one that is free of defects. I am able to still use it if I lower the settings and specs, so waiting is not an issue. As long as I am not made to wait for many months or until the warranty expires. I can wait 1 or 2  months no problem for backorder stock or parts to arrive.

  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/04/2025

  Hello, 

  Thank you for letting us know, and we appreciate your patience. We have advised our team of your decision, and we will proceed accordingly with repair if part's status is update, or if replacement stock is available for exchange instead whichever comes first.  

  Kind regards,

  Khalil.

  Samsung Electronics Canada.

  Customer Answer

  Date: 16/04/2025

  
  Better Business Bureau:
  
  The resolution will not be complete until my monitor is repaired or replaced, but this solution is acceptable. I shall await an update from Samsung over the next couple of months for a status update on replacement parts or unit. If I do not hear back by the end of June then I shall reach out to Samsung and hopefully we can come to a mutual agreement on the best way forward without having to involve BBB again.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/04/2025

  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 purchased a Samsung 55 inch Qled t.v. from **** ***** ***** for $1710.26 on Sept. 5 2024. While the picture works ok, some of the sound features don't. The ***** ***** * ********** don't work at all even after I also purchased a Samsung sound bar with ****** *****. I followed all the instructions to set it up several times myself and with Samsung. They were of no help at all with this warranty issue. In fact once I sent them a picture of my tv screen highlighting the ***** ***** function but it said this function not available. They said it was working fine. How am I supposed to deal with people like this.

  Business Response

  Date: 09/04/2025

  Hello ****,

  Thank you for bringing this to our attention. We apologize for the inconvenience, as you have explained you're having trouble with some features on your Samsung TV. We're forwarding your contact information to our team to reach out and provide some additional troubleshooting steps and offer visual support to assist you with your concerns. If the issue is still unresolved, we can also set up repair if a technician is needed to assess and repair the unit if needed. 

  ****** **

  Samsung Electronics Canada.

  Customer Answer

  Date: 20/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have not received any contact from Samsung since the original message 10 days ago.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 24/04/2025

  Hello ****,

  Please be advised we set up service for your unit ************** *************** with service center ******** ****** under ticket # **********.

  Note that the tech will be contacting you within 24-48 hours to schedule an appointment for inspection and repair. 

  Thank you,

  *******

  Samsung Electronics Canada. 

• Initial Complaint

  Date:08/04/2025

  Type:Product 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.

  Samsung offered a trade-in promotion for a new phone. I answered the questions honestly and submitted the phone as trade-in. Initial assessed value was $260. 2 MONTHS after submitting the phone, SAMSUNG suddenly deducted $260 from the value - completely out of the blue and shocking. Using Samsung's own online assessment, if I had broken a screen, the trade-in value would have been $100. My device had NO SUCH ISSUES. The phone I submitted had no damage and no screen issues. Device was not dropped, no bent frame, no issues with back glass not even a scratch as there was a dbrand skin installed. Attempted to contact Samsung and they refused to explain why. They claimed "Scratches on Panel" but there was a glass screen protector from day one. Submitted pictures as evidence and they refused to budge. They also refused to explain what their issue with the trade-in device was. No pictures, no description. They claimed damage to display panel - but there was no damage when I submitted the device. *** ******** **** ******* ***** ********* *** ********* There needs to be some explanation and reasonable settlement - I had submitted a working device - It does not make sense to have a value of $0. At this point this is very unjust and suspicious - as I can no longer return the S25 Ultra and refusing the trade-in out of the question as the value has dropped even further. I also do not know what condition the phone is in or what they have done with it.

  Business Response

  Date: 10/04/2025

  Hello ****,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern. Firstly, we sincerely apologize for any inconvenience that you may have experienced with your order. We would like to inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing difficulties with your order. We are sorry to hear about this. We would like to inform you that our Senior Customer Experience and Escalations representative has reached out to you with an update regarding your case via email on April 10, 2025, to the email address that you have provided.

  Upon inspection by our trade-in partner, ********, there appears to be damage that differs materially from the condition described in the trade-in quotation tool. You can view the images of your device by visiting the Galaxy Upgrade website. These images show scratches on the back of the device and visible signs of wear and tear. Additionally, ******** provided pictures of your device with the IMEI number showing. This IMEI number matches the one that you entered at the checkout stage. This has resulted in an adjustment to the final value of your device. Your readjustment offer was made in accordance with our trade-in policy.

  To read more, you may visit the Trade-In Terms and Conditions below.
  https:*********************************************************************************

  If you have any questions or concerns, please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 15/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: nothing you have stated has differed materially from what your support staff have already claimed.

  I have already submitted photos of the undamaged phone - also with the clear image of the IMEI code.

  I have already stated my position that ******** is *****.  There is no damage shown in the pictures that ******** provided.

  Sincerely,
  **** ***

  Business Response

  Date: 17/04/2025

  Hello ****,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern. Firstly, we sincerely apologize for any inconvenience that you may have experienced with your order. We would like to inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing difficulties with your order. We are sorry to hear about this. We would like to inform you that our Senior Customer Experience and Escalations representative has reached out to you with an update regarding your case via email on April 17, 2025, to the email address that you have provided.
  
  If you have any questions or concerns, please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 24/04/2025

  
  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.  According to the representative, they have extended an offer to accept the original trade-in value, and no further charges will be placed, which I have accepted.

  Thank you.

  Sincerely,
  
  **** ***

• Initial Complaint

  Date:07/04/2025

  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.

  JAN 22 2025: Purchased Samsung phone from their website. I got credit for my purchase upon me sending in old phone with their trade-in program. -Once I receive my new phone, I expected an email detailing how to ship my old phone, or be charged in full. The email was not received. I checked my main inbox/junk. This was never a problem with past purchases. Ive always received those emails. So I contacted them. I informed them about the missing instructions. I was assured that the email would be sent soon. - I contacted them again around 2 weeks later. I reiterated the issue of the missing email/expressed my concern regarding a potential chargeback. Again, I was assured that the email would be sent, it was system experiencing backlogs. -MAR 26 2025: Chargeback of $519.80 I contacted again, I explained there was no email and requested a reversal of charges with chance to complete the trade-in. Agent stated that 3 emails had been sent to me concerning the trade-in (on Jan 29th, Feb 7th, and Feb 13th). I firmly stated that I had not received these emails and requested to speak with a manager. The manager provided the same dialogue + declined to offer assistance, suggest that I should have contacted support earlier – but i did in Jan and Feb. Further investigation on my part revealed that Samsung support, when contacted on APR 3 2025, admitted that they have no system or method to verify past customer support interactions as their own system lacks the capability to confirm such interactions. I contacted support via phone, a rep acknowledged my previous contact in February. Later, I received an email from them. This email contained a critical error, stating that "all 3 emails had been sent to “**********@*******.com". This email is entirely unknown to me. This gives clear evidence that the trade-in instructions were never directed to my email Despite presenting this evidence to them, my attempts to escalate the issue and obtain a resolution have been unsuccessful

  Business Response

  Date: 10/04/2025

  Hello ****,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern. Firstly, we sincerely apologize for any inconvenience that you may have experienced. We would like to inform you that we have thoroughly reviewed your case.
  
  Please note, our Senior Customer Experience Representative has reached out to you via email on April 10, 2025, with all the details regarding your trade-in. We understand that you are experiencing difficulties with your trade-in offer as you received a clawback charge for not sending your trade-in device. Additionally, we understand that you expressed concerns that the trade-in emails may have been sent to the incorrect email address. We would like to inform you that have thoroughly reviewed your concern.
  
  Upon a thorough review, we can confirm that all three emails were sent to the email address we have on file, *******@*******.com. This email matches the email address that you entered at the checkout stage as well as the email address you used to file your Better Business Bureau complaint. We see that you received emails with the shipping label and instructions on how to return your trade-in device on January 29, 2025, from our trade-in partners, ********. You also received two reminder emails on February 7 and on February 13. All three emails were sent to the email address we have on file *******@*******.com. As stated in our Trade-In Terms and Conditions, these emails come from an ******** email address, not a Samsung email address.
  
  In the email sent by our Senior Customer Experience Representative, a screenshot was provided showing that ******** sent the emails to the correct email address. Additionally, a copy of the email was also attached in the email for reference.
  
  Unfortunately, as you did not send your device, your trade-in offer expired and you were clawed back for your estimated trade-in value as well as any promotional trade-in offers that were applied to your order at checkout.
  
  As stated in section 11 of our Trade-In Terms and Conditions, You may be subject to charges as follows: Non-Return Charge: If you fail to ship your used device to ********, Samsung will charge you the full amount of the Trade-In Value, and any applicable Promotional Trade-In Credits, that was applied to the purchase of your new Samsung product, plus applicable taxes (“Non-Return Charge”).”
  
  To read more, you may visit the Trade-In Terms and Conditions below.
  https://*******************************************************************************
  
  We understand that this is not the outcome you were hoping for, however, your case has been thoroughly reviewed, and this is our final decision. Unfortunately, we will not be able to action your case further at this time.
  
  We sincerely appreciate your understanding on this matter.
  
  Thank you for choosing Samsung Canada and have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 14/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The ample evidence I had against samsung
  
  Among them are some key points:
  - I've used this trade-in program many times, never having issues with emails which proves to me I DO receive these emails and that that dont go through my junkmail.  Including coupon codes, promotional emails, and yes, trade-in emails.
  - When contacting them within the trade in timeline, agents had never offered assistance in re-sending emails, but simply told me to wait that it will come.  That I will not get charged.  That they are having issues with sending emails thanks to the demand.
  - The agent that replied to my complaint with BBB is ********, their Senior Claims Specialist.  One of the agents that had been in contact with me previously that has not been reasonable in achieving a result we can both agree with.
  - Samsung has been sending my emails to a completely wrong address, and I have proof of this via an email with ********.
  - Samsungs cannot prove that I had "received" emails simply by basing their proof from their system saying it was "sent"
  
  Listen, if I had received the instructions via email, I would have sent Samsung the device (as i have many times in the past without issues), and would completely understand if I had missed my chance had I received these instructions and not acted upon it.  But this isn't the story here.  The error is on Samsung's part.  I am a returning customer of many years, purchasing many Samsung products.  How unreasonable they were with me during this entire process is disheartening, and changes my view of the company as a whole.
  
  Im asking that Samsung refund me the unjust clawback fee, and allow me to return the trade in device.  I am not asking for much, but a fair resolution for both of us.
  Sincerely,
  
  ****

  Business Response

  Date: 23/04/2025

  Hello ****,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern. Firstly, we sincerely apologize for any inconvenience that you may have experienced. We would like to inform you that we have thoroughly reviewed your case.
  
  Please note, our Senior Customer Experience Representative has reached out to you via email with the final update on case on April 10, 2025, with all the details regarding your trade-in.
  
  We understand that this is not the outcome you were hoping for, however, your case has been thoroughly reviewed and this is our final decision. Unfortunately, we will not be able to action your case further at this time.
  
  We understand that you were experiencing difficulties with your trade-in offer as you received a clawback charge for not sending your trade-in device. Additionally, we understand that you expressed concerns that the trade-in emails may have been sent to the incorrect email address. We would like to inform you that have thoroughly reviewed your concern.
  
  As previously mentioned, upon a thorough review alongside our trade-in partners, ********, we can confirm that all three emails were sent to the email address we have on file, *******@*******.com. This email matches the email address that you entered at the checkout stage as well as the email address you used to file your Better Business Bureau complaint. We see that you received emails with the shipping label and instructions on how to return your trade-in device on January 29, 2025, from our trade-in partners, ********. You also received two reminder emails on February 7 and on February 13. All three emails were sent to the email address we have on file *******@*******.com. As stated in our Trade-In Terms and Conditions, these emails come from an ******** email address, not a Samsung email address.
  
  In the email sent by our Senior Customer Experience Representative, a screenshot was provided showing that ******** sent the emails to the correct email address. Additionally, a copy of the email was also attached in the email for reference.
  
  Unfortunately, as you did not send your device, your trade-in offer expired and you were clawed back for your estimated trade-in value as well as any promotional trade-in offers that were applied to your order at checkout.
  
  As stated in section 11 of our Trade-In Terms and Conditions, You may be subject to charges as follows: Non-Return Charge: If you fail to ship your used device to ********, Samsung will charge you the full amount of the Trade-In Value, and any applicable Promotional Trade-In Credits, that was applied to the purchase of your new Samsung product, plus applicable taxes (“Non-Return Charge”).”
  
  To read more, you may visit the Trade-In Terms and Conditions below.
  https://*******************************************************************************
  
  We understand that this is not the outcome you were hoping for, however, your case has been thoroughly reviewed multiple times with our team as well as with ********’s team. Based on our review, all of the emails regarding your trade-in offer were correctly sent to *******@*******.com from ********’s email address, *******@*.********.com and all evidence on our end show that this is the case. As such, this is our final decision. Unfortunately, we will not be able to action your case further at this time.
  
  While we understand that you may be disappointed that you were not able to take part of the trade-in offer, the good news is that should you wish to use this IMEI on a trade-in for a future order, you will be able to do so without issue.
  
  We sincerely appreciate your understanding on this matter.
  
  Thank you for choosing Samsung Canada and have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.