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:08/11/2023

  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.

  After 1 year of waiting and calling daily I was told to be patient and my refund will arrive. It’s been over 1 year and I still have a broken washing machine in my carpet that has broken twice 2 month after purchasing. Zero response from CEO email and zero help from customer service.

  Business Response

  Date: 08/11/2023

  Hi,********Please accept our sincere apologies for the inconvenience you may have experienced. ****

  Please be advised that a return authorization/ store credit has been sent to dealer back in Mar. 2023 to further assist you.

  We deeply value your loyalty to Samsung and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at 1800samsung.********Thank you for your time.****HB********

  Customer Answer

  Date: 11/11/2023

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

  I have never seen a RA of any kind.

  and why is this washer still broken and sitting in my carport for almost that year.

  and no mention of a refund or an exchange has been in my possession.

  if it was sent to me in any way shape or form I have not received it.

  common sense dictates that it is still broken, still not repaired and I have never been contacted by anyone at samsung about this.

  samsung washer broken twice in the first 2 months of owning it.

  so tell me, who is responsible for a samsung washer that's been broken twice and ive been ignored by samsung for a year.

  no repair, no refund, no exchange.

  this is 100% a samsung mistake, please rectify this asap.

  who shall the consumer blame when the consumer is the only one affected financially by 2 parties(*************) says not either fault.

  I blame? everything is a samsung issue no matter where I bought my machine.

  Sincerely,

  100% unsatisfied customer.................**** *** *****

  Business Response

  Date: 14/11/2023

  Hi,

  After further review, it has been determined that the following email was sent to you in March 3rd 2023:

  Dear *** , ******** Greetings from Samsung Customer Care, ******** We are writing this email in regards to your recent contact with Samsung Canada support regarding the issue with the washer. ******** Our team has reviewed your concern and provided you with the attached paperwork to present to the retailer in order to proceed. If you have any other questions or concerns please do not hesitate to get in contact with our Live Chat support by visiting the below Samsung Canada Support site: ******** www.*********************** ******** You can also reach us through ***Text We Care (******) ****for instant support.******** Note: The reference # of your case is ********** *******. Please do mention this when you contact our support channels. It would help our support team(s) to assist you quickly. ******** Thank you for your cooperation. **** Kind Regards, **** Elis**** Samsung Customer Care. ******** Note: Please do not reply to this email, it is from a notification email address which cannot accept incoming email. 

  Thank you.

• Initial Complaint

  Date:01/11/2023

  Type:Sales and Advertising 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.

  We wanted to get an induction range, but didn’t want to replace all our pots and pans. We learned that Samsung had a promotion, which was stated as “Purchase any Induction Range or any Induction Cooktop from January 1st, 2023 to December 31st, 2023 and receive a BONUS 5pc Cookware set valued at $449 (Regular Price).” The brand is *********. So, we bought the range, and we applied for the promotion on May 10, 2023 through the Samsung website. Since then, the status has always read “pending”. We have followed up with customer support many times since then. The response is always the same: “We have escalated your request and you will hear from the support team with more details within 3 days.”. We never receive an email. Once, when we pressed the customer service rep to tell us what was going on, they claimed they were “out of stock, but will let us know when they are back in stock.” The cookware in question is certainly available, if I go to stores or http://*********.ca – they have them in stock. So, I have come to the conclusion that Samsung never intends to honour their promotion, isn’t willing to purchase the cookware it promised, and it was a **** to get people to commit to a new Samsung range or cooktop. It’s shocking that a large and trusted brand like Samsung would do this. We’ve been making do with the few pots and pans we have that work with the cooktop – in the hope that this will be honoured. But it’s been 5 months. Ridiculous, and a waste of our time for all the following up.

  Business Response

  Date: 01/11/2023

  Hi,
  
  Please accept our sincere apologies for the inconvenience you may have experienced. 
  

  Our specialist had followed up with the promotion provider who confirmed that it is approved and waiting to ship.
  
  They will ship as soon as they receive more cookware in stock.

  We deeply value your loyalty to Samsung and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at 1800samsung.
  
  Thank you for your time.
  HB

  Customer Answer

  Date: 01/11/2023

  
  Complaint: ********
  
  This statement is unacceptable: "Our specialist had followed up with the promotion provider who confirmed that it is approved and waiting to ship. They will ship as soon as they receive more cookware in stock."

  Samsung is the promotion provider, and my complaint is with Samsung – who promised us the promotion if we purchased their range. I don't know anything about your 'promotion provider', and they aren't relevant. You've already had 5 months to honour the deal. If you actually cared about it, you would have obtained the cookware (which is readily available from the manufacturer) and sent it to me by now. This response doesn't say anything about a timeframe. And the wording 'waiting to ship' is deliberately misleading if you don't have it in stock.

  How about this: Before you offer a promotion, you actually ensure you have the products required to fulfill it?

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

  Business Response

  Date: 02/11/2023

  Hi,

  Thanks for the feedback. Our specialists will continue to follow up and we will keep you posted once we receive any updates.

  we appreciate your time.

  Regards 

  Customer Answer

  Date: 09/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: "We will keep you posted once we receive any updates" is not an assurance for resolving the matter. I am hopeful I will receive the cookware, at which point I will mark the issue as resolved. So, will wait and see at this point. If I don't receive the cookware by November 24, I will take further action.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 10/11/2023

  Hi,

  An estimated time of delivery was requested, and we will get back to you shortly.

  Thank you for your time.

  Customer Answer

  Date: 14/11/2023

  
  Better Business Bureau:

  In reference to complaint ID ********: we managed to resolve this through several calls directly with Samsung Canada. They have shipped the cookware, and we received it today. However, I should point out that it seems it's only because of our calls and asking it to be escalated – it was very helpful to find the correct phone number to call listed on BBB's website. 

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

• Initial Complaint

  Date:31/10/2023

  Type:Delivery 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.

  Back in September, I sent in my device for a trade in offer, after 3 weeks, they finally came back saying the price is adjusted due to a small issue. So, I declined the the new adjusted offer and was shown (********) that my original device will be returned after 10 business days. Now it's pass 15 business days and I still have not received any email or updates whether my device will be returning to me. Worse, Samsung Canada is asking for the trade in value payment **********) now. So, I'm paying for the trade in value amount without my original device back. I have escalated to Samsung Canada support many times (live chat and call) and everyone told me to wait. Really upset at how their Team is handling this claim.

  Business Response

  Date: 09/11/2023

  Hello *****, 

  We hope you are well! 

  Thank you for reaching out to Samsung Canada Online Shopping. We represent the esteemed Office of the President department at Samsung Canada.
  
  We wish to apprise you that our Senior Customer Experience Representative has initiated direct contact with you. Kindly ensure to inspect your junk or spam folders, as occasionally emails may be filtered there.
  
  Should you have any further inquiries or concerns, please do not hesitate to communicate with the designated representative handling your case.
  
  We extend our sincere apologies for any delay encountered and the resulting inconvenience. Your patience during this process is deeply appreciated.
  
  Thank you once again for your understanding.
  
  Best regards,
  

  Retail Executive Office
  Samsung Electronics Canada Inc.
  
  
  

  Customer Answer

  Date: 09/11/2023

  
  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:27/10/2023

  Type:Delivery 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.

  Complaint against Samsung Canada Date of Purchase: Oct 09, 2023 I purchased the Galaxy Z Fold 5 from Samsung Canada during their Thanksgiving sale on Oct 09, 2023, for CAD $1764. At the time of purchase, the official website advertised a free Galaxy Watch6 Bespoke and band with the phone. This was also confirmed on the invoice I received (****** *** *** ******** ******** *** *********). However, when I checked the shipping list, it only mentioned the phone and the watch band. In the end, I only received the phone and the band, with the Galaxy Watch6 Bespoke missing. On Oct 11, 2023, I promptly contacted Samsung's customer service to notify them of the oversight and requested that the missing watch be shipped to me. On Oct 16, 2023, their customer service replied, stating that they would get back to me within a week. A week passed, and I did not hear back from them. Consequently, on Oct 23, 2023, I reached out once again through email. As of now, I have yet to receive any response from Samsung Canada regarding the matter (****** *** *** ******** ***** ************** *** *********).

  Business Response

  Date: 06/11/2023

  Hello ******* *****,

  Thank you for reaching out to Samsung Canada Online Shopping. We represent the esteemed Office of the President department at Samsung Canada.

  We wish to apprise you that our Senior Customer Experience Representative has initiated direct contact with you. Kindly ensure to inspect your junk or spam folders, as occasionally emails may be filtered there.
  
  Should you have any further inquiries or concerns, please do not hesitate to communicate with the designated representative handling your case.
  
  We extend our sincere apologies for any delay encountered and the resulting inconvenience. Your patience during this process is deeply appreciated.
  
  Thank you once again for your understanding.
  
  Best regards,

  Retail Executive Office
  Samsung Electronics Canada Inc.
  
  

  Customer Answer

  Date: 06/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: There is no resolution in the response email, in fact I have received a similar response on Nov 1st (*** **********) and I replied back the same day asking for a timeline of resolving the issue. But nothing came back after that (it's already 5 days)
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 17/11/2023

  Hello *****, 

  We hope you are well! 
   
  We represent the esteemed Office of the President department at Samsung Canada and we are reaching out to you today with an update on your case. 
   
  We understand that this process hasn't been as seamless as we would have hoped for and we sincerely apologize for the inconvenience this has caused. 
   
  We have followed up on your case and  can confirm that the Galaxy Watch6 was delivered to the address on file on the 10th of November 2023 under the ***** tracking number ************. Please note that the Galaxy Watch6 face may differ from the one on the original promotion as per the terms and conditions.  
   
  If you have any additional questions or concerns please feel free to reach out to our team by phone, chat or email at [email protected] and we will gladly assist you!
   
  We would like to once again sincerely apologize for the delays and the inconvenience this has caused. 
   
  Thank you for your patience and understanding on this matter. 
   
  Warm regards, 
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 28/11/2023

  
  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:26/10/2023

  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 the dishwasher last boxing day. The dishwasher stops washing during the wash cycle. I had 2 technician visits sent by Samsung and they both couldn’t resolve the issue reporting that it needs a replacement. Samsung gave me 2 to 3 business days to give me an answer. It’s been 2 weeks and no answer yet. I’ve contacted them twice with no update yet.

  Business Response

  Date: 03/11/2023

  Samsung has requested the technician report for further review. In the meantime please have the customer contact the service center at ***** *** **** to follow-up on the status of sending this report to Samsung.

  Sincerely,
  
  Samsung Electronics Canada

  n

  Customer Answer

  Date: 03/11/2023

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

  I have contacted ****** ********* before when Samsung asked me and they didn't send me the report. ******** ** *** ***** ****** ********* **** **. Samsung sent their technicians to my house twice the fix the dishwasher and Samsung should be in charge of contacting them to get the report directly from them. I got another email from Samsung today asking me to power cycle the dishwasher. I don't want to do more troubleshooting after 2 technicians tried to fix it without success.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 16/11/2023

  Thank you for your patience as we investigate this further.

  Customer Answer

  Date: 30/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I’m waiting for their investigation since October 5th. After all that has been done and they still ask for more time. It’s very frustrating.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 04/12/2023

  According to the tech he could not observe a failure.

  Customer Answer

  Date: 06/12/2023

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

  The technician left before the test finished. He told me to text him. When I did with the codes, he said that he was reporting to Samsung. You can send another technican (3rd one) to come and test it.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 07/12/2023

  Pleas advise which codes were seen? Can a picture of the code(s) be supplied?

  Customer Answer

  Date: 13/12/2023

  
  Complaint: ********
  
  I see Heavy and Express 60 flashing an it stops the wash cycle.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 15/12/2023

  Thank you for providing the requested details. Service order number ********** has been dispatched for repair.  

  Customer Answer

  Date: 18/12/2023

  
  Complaint: ********
  
  Technician booked for the 27th.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 02/01/2024

  repair completed 27.12.2023

  Customer Answer

  Date: 02/01/2024

  
  Complaint: ********
  
  Technician came and tried to fix it for the third time. Replaced everything related to the issue and the dishwasher still stops the wash cycle with same error code as before. Not resolved.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 10/01/2024

  Please call back the technician and report the results in order to have your ticket updated. 

  Customer Answer

  Date: 11/01/2024

  
  Complaint: ********
  
  I have contacted him after and he said that he reported to Samsung the results. If you didn’t receive the report from the technician, please contact him. The customer shouldn’t be in charge of getting the report to Samsung.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 17/01/2024

  Our tech support team has reviewed the technician report and provided the technician with next steps. They will contact the customer back for service. 

  Customer Answer

  Date: 22/01/2024

  
  Complaint: ********
  
  The technician called me saying that Samsung opened another repair for a different error. I said that it has the same error and not a different one. I am waiting to hear from Samsung. 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 25/01/2024

  The customer has accepted a refund.

  Sender : ******** ****
  
  Date : 2024-01-24 16:46 (GMT-5)
  
  Title : Re: Re: Service order: **********
  
  To : **** **
  Hi!
  Yes, I agree.
  
  Name: ******** ****
  
  Phone number: ***** ********
  
  Address: **** *** *** ********** ** ** ******** *** *** ****
  
  I agree to uninstall the product and have it ready for pick up.
  
  Thank you,
  
  ******** ****

  Customer Answer

  Date: 01/02/2024

  
  Complaint: ********
  
  I am waiting for pick up tomorrow.
  
  Sincerely,
  
  ******** ****

  Customer Answer

  Date: 07/02/2024

  The dishwasher was picked up Friday February 2nd. I am waiting for Samsung to send the cheque.

  Business Response

  Date: 08/02/2024

  Your cheque will be available in approximately 2 weeks from the date the unit is picked up.

  Customer Answer

  Date: 09/02/2024

  
  Complaint: ********
  
  OK. I am waiting for it. Unit picked up Friday 2nd.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 23/02/2024

  Hello,

  We understand that your cheque for $660.89 was sent out on Feb 16th.

  Thank you.

   

  DV

  Customer Answer

  Date: 28/02/2024

  
  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:26/10/2023

  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.

  We bought an expensive big screen Samsung TV, 82 inch through ******. Samsung used to be a reliable brand and so we went with them for this large purchase. The TV died within 26 months of purchase. Samsung provides a 1 year warranty, ****** gave us an additional 1 year totalling 24 months (2 years). What a wonderful coincidence that the TV died at 26 months just when it's out of warranty. Samsung will not do anything about the TV and they sent us to a 3rd party provider to get it fixed. Large appliances / equipment like this should have an average working lifetime and should not die in less than 5 years at least. In the past I have had 2 Samsung refrigerators and 1 Samsung microwave die like this just outside the warranty period. So we refrained from buying Samsung appliances altogether. Samsung monitors and TVs used to be very reliable, my other Samsung TV is 12 years old and it's still running fine. I* ****** **** ** ***** **** ******* ** ******* * **** **** ***** ********** *** ** ******* ***** ****** ** ******. They already had a class action about their refrigerators. I want Samsung to take responsibility for this product and fix or replace our TV. It's an outright scam by big corporations if a $3000 TV dies within 26 months. Thank you in advance for your help! ??

  Business Response

  Date: 26/10/2023

  Hi,
  
  Please accept our sincere apologies for the inconvenience you may have experienced. 
  

  Please be advised that Samsung's warranty only covers one year for parts and labor from date of purchase.
  Since your unit is out of Samsung's warranty we would like to invite you to contact an authorized service center by Samsung if you wish to proceed with repair at your own expense or refer to the place of purchase if your unit is under extended warranty.

  We deeply value your loyalty to Samsung and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at 1800samsung.
  
  Thank you for your time.
  HB

  Customer Answer

  Date: 26/10/2023

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

  Are Samsung products expected to die after the warranty period?! If so, it should be highlighted in ALL YOUR MARKETING!

  I had 2 samsung refrigerators, 1 samsung microwave die on us just months after the warranty period. I have stopped buying Samsung appliances altogether, we thought the TVs will be better. I have an old Samsung TV that is still running strong after 12 years.

  The quality of Samsung products have become GARBAGE in the past 5 years.

  If a $3000 TV dies within 26 months of purchase there's something seriously wrong with your company.

  You guys are looking at another class action soon if you don't support your customers.

  I am a CEO of a tech company, you can google me. I will not let this pass! You guys need to support your clients better or stop doing business in Canada!

  I am going to contact my lawyer next to do a discovery and collect data to see how many other people like me have had their Samsung products die right after the warranty period.

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

• Initial Complaint

  Date:25/10/2023

  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 Microwave along with the extended warranty. My microwave stopped working, the tech online at Samsung told me it was the magnetron in which I still have warranty for. He requested I contact ******** ********* (the only store in my city who works on Samsung Microwaves) and have a tech send in a report saying what it is at my expense. I contact this business in which they inform me that they haven't worked on Samsung microwaves in over 3 years. I report this to Samsung live chats x3, and 2 separate managers...they all repeat the information that I have to have a report before they can send this part. I stated that I cannot get anyone to send a report because no one in town will come look at it (I called others as well to check) let alone once I have the part, who will install it?? They give me a number to **** (whom bought out ***** as to where I purchased the microwave) and asked me to check with them about my warranty ( I left 2 messages there with no return at all) I explain this to them and they just do not email or call me back. Low and behold, we built our kitchen cupboards around this microwave so I had to purchase the same one again!! ( I have young kids and after 3 weeks of discussion with them needed to purchase a new one)...when I checked out they ask me if I want extended warranty on it! I sent Samsung an email stating that its fraud to continue to do this in my small city with no repair shops...and asked continually if they could do something to compensate me having to buy new...they ghosted me and have not responded in over 2 weeks. So I have proof of warranty, and the receipt for a microwave that cannot be fixed as promised under the extended warranty I purchased.

  Business Response

  Date: 25/10/2023

  Hello Mrs ********, 

  Thank you for reaching out to us.

  The warranty on the unit for the magnatron is 5 years parts only.

  To be able to honor this warranty, we would need a technicians report showing that it is the magnatron that is the issue.  We would ask that you submit a paid invoice for the repair, and we would reimburse you for the part only.

  We looking forward to hearing from you, 

  Thank you, 

  Samsung Canada

  lv

  Customer Answer

  Date: 26/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: they have replied with the same response that they had within the 2.5 weeks of my chats with them. The only repair shop they recommend - ******** ********* - NO LONGER SERVICES SAMSUNG MICROWAVES AND HAVEN'T SINCE BEFORE THE PANDEMIC. I have called around to other service repair shops and have also been told they no longer service microwaves. I have mentioned this to Samsung many times. With no one to service my microwave how is the resolution they keep telling me solve my problem?? I literally cannot do what they are asking me. It's not possible for me in my city, so another option will be needed. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 27/10/2023

  Hello Mrs ********, 

  Please use a repair person of your choice, and submit an invoice showing that it is the magnatron.

  Thank you, 

  Samsung Canada.

  lv

  Customer Answer

  Date: 31/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I'm not sure any other way that I can explain this...so I will explain AGAIN...we have 4 repair shops in town...I have contacted them all ..they DO NOT REPAIR OR SERVICE MICROWAVES. Therefore, once again...your response is not a solution ....this is NOT AN OPTION IN MY TOWN.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/11/2023

  Hello Mrs ********, 

  We are willing to offer a ship in option for repair to our repair facility in Mississauga.

  Please respond I agree, and confirm your name and address.
  
  Thank you, 

  Samsung Canada

  lv

  Customer Answer

  Date: 08/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: I just want to clarify the solution...you are going to pay for shipping both ways and repair my microwave at no cost to me?
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/11/2023

  Hello Mrs ********** 

  I have followed up with ****/*****, and they have advised of the following reguarding their extended warranty program:

  Since the customer bought a protection plan with ******* (Protection plan company), they will send a certified technician to the customer’s home for a repair.

  Please contact ******* directly to schedule service.

  Thank you, 

  Samsung Canada

  lv

   

  Customer Answer

  Date: 17/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: after MULTIPLE emails and a phone call to *******...they have informed me that my warranty with them has expired, however, the magnetron has a 5 year warranty on it thru Samsung. This was the case a month ago in which I have spoken to Samsung about multiple times and am attaching proof. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/12/2023

  Hello Mrs ********, 

  We have located a repair center in SSM that can repair your microwave.

  *** *****/TV - Ticket ********** has been sent to you and them to have your unit repaired.

  Thank you, 

  Samsung Canada

  lv

• Initial Complaint

  Date:25/10/2023

  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.

  Returned a monitor, returned item reached there warehouse on Oct 5 2023 , pending refund of $220.20+7.50 environmental fee+tax = $257.30. Delivery was rejected as per tracking ************, item got auto returned by ***** using a new tracking no.************ Refund of $257.30 is still not processed for my returned monitor, 4 times escalation ticket numbers were generated. Latest ticket no. is ******** Order: # ***************** Returned item: 25" FHD monitor with IPS panel, 240Hz refresh rate and 1ms response time G4 Odyssey ************** Serial Number: *************** ******* Canada is misusing the Ontario Ministry consumer law, buyer remorse policy and not refunding for items returned, money is kept with them for weeks and months, Live chat agents and Phone agents are not authorized to process refunds, and back end team does not function efficiently , money is stuck with them from Sep 20th 2023, at this point it looks like they are no mood to process refunds efficiently I want to move ahead and file legal complaint with the court and sue ******* Canada in a class action lawsuite they have also not send me the Free Watch I should supposed to get with the Tablet S9 Ultra 1TB purchase as there was a limited time offer the time I placed order as below, with my S9 Ultra 1Tb I was eligible to get a Free Galaxy Watch Classic 47mm for Free, on contacting a rep emailed me back stating the offer was not available for student /Spc/*** sites which was a clear lie. The offer was indeed active on all student, employee discount sites Free watch offer as below on education/*** sites as well Tab S9Ultra Free watches 256GB Graphite is Watch 6 Classic 43mm 512GB Graphite is Watch 6 44mm 512GB Beige is Watch 6 40mm 1TB models are Watch 6 Classic 47mm 40mm white color only 43mm black color only 47mm Classic any color I want to file legal complaint to get 1) My refund for returned item $257.30 2) My missing galaxy Watch 6 Classic 47mm in my order 3) $2500 giftcard + myrefund

  Business Response

  Date: 30/10/2023

  Hello **********, 

  We hope you are well! 

  Thank you for reaching out to ******* Canada Online Shopping. We represent the esteemed Office of the President department at ******* Canada.

  We have followed up on your order ***************** and would like to advise that the refund of $257.30 to the method of payment on file on the 23rd of October 2023.  

  If you have any additional questions or concerns please feel free to reach out to our support team by phone, chat or email at *********@*******.com and our team will gladly assist you! 

  We would like to apologize for the delay and the inconvenience this has caused. 

  Thank you for your patience and understanding on this matter. 

  Warm regards, 

  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 31/10/2023

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

  Only partial complaint was resolved, the below is still to be resolved

  Order: # ***************** - Missing  free Watch 6 Classic 47mm as per the offer

  they have also not send me the Free Watch I should supposed to get with the Tablet S9 Ultra 1TB purchase as there was a limited time offer the time I placed order as below, with my S9 Ultra 1Tb I was eligible to get a Free Galaxy Watch Classic 47mm for Free, on contacting a rep emailed me back stating the offer was not available for student /Spc/*** sites which was a clear lie. The offer was indeed active on all student, employee discount sites
  
  
  Free watch offer as below on education/*** sites as well
  Tab S9Ultra Free watches 
  256GB Graphite is Watch 6 Classic 43mm
  512GB Graphite is Watch 6 44mm
  512GB Beige is Watch 6 40mm
  1TB models are Watch 6 Classic 47mm
  
  
  40mm white color only
  43mm black color only
  47mm Classic any color 

  Also two recent orders from this week was cancelled by ******* siting Out of Stock , but then I lost two x $100 discount voucher codes in that order which I want to get back, cancelled Orders below from which I need my $100 vouchers back

  Order: # *****************

  and

  Order: # ***************** 

   Sincerely,

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

  Business Response

  Date: 13/11/2023

  Hello ****, 

  Thank you for your email and your patience! 

  We would like to notify you that we are currently reviewing your case and that our representative will contact you within the next 48 business hours with an update. 

  If you have any additional questions or concerns please feel free to leave them in your response here. 

  We would like to apologize for the delays and the inconveniences this has caused. 

  Thank you for your continuous patience and understanding on this matter. 

  Warm regards, 

  Retail Executive Office
  Samsung Electronics Canada Inc.
  

  Customer Answer

  Date: 20/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: Nothing has been resolved yet.

  1) Agent contacted via email after 48hrs of this message, still asking time to resolve the missing item Free Watch 6 Classic offer on one of my order.  2) The missing $100 discount code for $400+ order is not usable, agent sent a non working code, does not work on regular Samsung Canada site nor does it work on ***/Student site or **********.

  Therefore I have to reject and appeal to this current active complaint in a timely manner one again
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 05/12/2023

  Hello ****, 

  Thank you for your response! 

  We have followed up on your case and can confirm that two new codes have been provided. Furthermore, a price adjustment refund has been offered for the Galaxy Watch6 promotion related to your qualifying Samsung order.
  
  Should you have any additional questions or concerns, please don't hesitate to contact our team at *********@*******.com, and we will gladly assist you with any further inquiries.
  
  Thank you for your patience and understanding in this matter. 

  Warm regards, 

  Retail Executive Office
  ******* Electronics Canada Inc.

• Initial Complaint

  Date:25/10/2023

  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.

  -Dishwasher arrived and the installer said it was missing a piece. There is a large gap showing the screws at the top of the dishwasher which the installer said needed a plate to cover. I called Samsung to get the replacement part. The first person I spoke to I could not hear and he said he would call me back - never did. I called back again and spoke to someone who again was hard to hear and I asked over and over if he was using a headset. I explained the situation and provided my phone number multiple times. He told me that they can only issue replacement parts 2 days after the order was received. The order was received and the company that delivered it had to setup an installer which was not available for 2 weeks after delivery! After arguing with the person on that piece alone and asking to speak to a manager they put me on hold and then only after that was interested in the details of the part. I send him pictures and explained the issue and then he said that there was no part missing. But it looks awful AND the installer said the part was missing as he installs these particular washers all the time. I asked over and over again to speak to a manager and he would not connect me with one. In the end my issue is not resolved and I am extremely upset with the customer service I received and the fact that my problem is still not resolved!

  Business Response

  Date: 25/10/2023

  Hello Mrs ********, 

  Thank you for reaching out to us.

  Can you please send us a picture of the unit so we can see what part is missing, as well as a picture of the model and serial number tag?

  Thank you, 

  Samsung Canada.

  Customer Answer

  Date: 25/10/2023

  
  Complaint: ********
  
  I am responding to the additional information requested by Samsung

   

  model serial number is: **********

  pictures are unable to be attached please advise how I am supposed to submit pictures
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 14/11/2023

  Hello Mrs ********, 

  The pictures were reviewed by our tech support, this unit is not properly installed.  First the locked down clips should be under the counter, and not in front. To make the dishwasher meet with the counter, the legs of the dishwasher need to be lowered to raise the body of the dishwasher so taht the brackets will reach the counter.

  Thank you, 

  Samsung Canada

  lv

  Customer Answer

  Date: 19/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: I paid to have this installed and the installer said it was missing a part. If it was an installer error please reach out to **** ***** and explain to them and have another installer sent to rectify. I do not want to continue being tossed between **** ***** and Samsung as each of you are not taking accountability of this big issue. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 29/11/2023

  Hello Mrs ********, 
  Unfortunatly we are unable to deal with the installer that you hired to install your dishwasher.
  Thank you, 
  Samsung Canada
  lv

   

   

  Customer Answer

  Date: 30/11/2023

  
  Complaint: ********
  
  I am rejecting this response because no one is accepting responsibility if this issue. If Samsung is Adamant that it’s an installer issue they should reach out to **** ***** to let them know and then **** ***** can reach out to me. When I reach out to **** ***** they tell me it’s a Samsung issue. Someone needs to take responsibility if this and it shouldn’t be me. I do not accept this as a resolution 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:23/10/2023

  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.

  * ************ ******* ** * *************** ******, Samsung has chosen to discontinue the One Connect Box model, which is only a few months old, leaving no avenue to acquire a replacement component. The sole choice left is to buy a new TV priced at $4000.

  Business Response

  Date: 23/10/2023

  Please supply the bill of sale for the purchase of this TV along with pictures of the serial number label. 

  Sincerely,
  
  Samsung Electronics Canada