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:24/08/2023

  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.

  Purchased a Galaxy Z fold on October 5th, 2023. I ordered Burgundy with Samsung care but due to delays contacted support and ordered different color. The rep didn't include Samsung care in it. After 7 months of using the device, I noticed that device was not opening to its full extent. I contacted Samsung through chat and was told I donot have warranty. After escalation and sharing invoice they agreed that my phone is under warranty. I was given the option to go to a 3rd party repair centre 60 km away from my place and was told they will fix issue right away. When I went to the service center they asked me to submit a ticket online with samsung and only then they can service. I went on to use the device as it is, but now the internal screen is showing air pockets. I contacted the chat support again and was told that I can send the device for assessment and if covered under warranty it will be repaired or else I will have to pay. I waited for 40 minutes on the chat and shared all the information. The representative disconnected the chat telling me that I will get an email will service request number and waybill#. Never received an email. I have been using Samsung for 20 years, but never again. No good products and service is down right pathetic.

  Business Response

  Date: 24/08/2023

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

  Please be advised that Service order: ********** was created and assigned to ********* ******* ******. A free shipping waybill # ************ was emailed to you to ship your phone free of charge.

  Please note that visits by a technician for service issues where there is no fault found with the product, are not covered by warranty and will be billed transportation and labour charges.  In addition, physical/cosmetic damage including dents will not be covered under manufactures 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
  

  
  

• Initial Complaint

  Date:24/08/2023

  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.

  August 8, 2023 (first sent) PRODUCT Dishwasher Hidden Touch Control ***** Dishwasher with 3rd Rack Model Code ************** Serial Number ************ The dishwasher was bought on April 23, 2022. $714.46. Hi Samsung team, I opened a ticket because my dishwasher just stopped working - draining water. I was told to remove the dishwasher and wait for the service team that was scheduled to go to my house to fix the issue but now we received the info that your team cannot come here because the dishwasher is not connected. We confirmed via phone if we could disconnect and your service attendant confirmed that we could disconnect the dishwasher. They also informed us that Samsung won't be responsible for any scratches or bends during the transportation. Now I have a brand new dishwasher not working in my garage. Could you please help me? I have several calls to the Support team with no response, changing to diferent ticket numbers, and etc. but no solution so far. I also have 2 e-mails sent to the "E-mail the CEO" with no solution. You can check a little bit of some of my attempts below. Now we are since August 3rd, 2023 without a dishwasher. And we are very disappointed with the aftersales support from SAMSUNG. Website support links are not working, the only one working was the "E-mail the CEO". The dishwasher lasted 1 year and 4 months. Thanks in advance! And please let me know if you need more info/details. We are still looking for a solution to our problem since Aug 3rd, 2023. **** | ************ Ticket ********** New ticket number ********** assigned during the call Ticket ********** New ticket number received via SMS on Aug 10,2023 @ 4:45 pm

  Business Response

  Date: 24/08/2023

  Customer went and bought a new dishwasher and had it installed.
  
  The alleged defective unit needs to be installed to be able to service it. We cannot assist with repairs unless she installs the unit back in place for power and water. The unit needs water and power hooked up.
  
  Sincerely,
  

  Samsung Electronics Canada
  ng

  Customer Answer

  Date: 24/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: we were oriented in our very first call to disconnect and remove the dishwasher. Doesn't make any sense to reinstall it if we were guided by the Samsung team to uninstall the unit. This has been discussed with SAMSUNG support team since August 4, 2023. We just follow the guidance from SAMSUNG team. It was a SAMSUNG mistake and we cannot pay for this error. It was confirmed during our FIRST call. and also confirmed by the attendant John from the SAMSUNG Support Team on Aug 10, 2023 -> John listened to the recorded conversation and confirmed that was a Samsung mistake and apologize. (30 minutes waiting on a call).

  Ticket ********** // New ticket number ********** assigned during the call

  Ticket ********** New ticket number received via SMS on Aug 10,2023 @ 4:45 pm
  

  Sincerely,
  

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

  Business Response

  Date: 29/08/2023

  After listening to the call, it was verified that the agent advised the customer that she can leave the unit disconnected, but she never said uninstalled, as the customer was thinking of purchasing a new one. 

  Customer Answer

  Date: 30/08/2023

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

  I would like to ask you what is the difference between disconnected and uninstalled?
  According to oxford dictionary, disconnect means; break the connection of or between. What we did was not uninstalling, but disconnecting from power supply, water supply and sewer.

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

  Business Response

  Date: 30/08/2023

  In order to repair your unit under warranty it must be installed in a proper environment.
  
  Unfortunately, we are unable to service the unit if it is not installed.

  Customer Answer

  Date: 30/08/2023

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

  I completely agree and understand, but if it needs to be installed why I was asked to disconnect the unit? Why?

  Sincerely,
  

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

  Business Response

  Date: 31/08/2023

  
  We never asked the customer to disconnect the unit.

• Initial Complaint

  Date:24/08/2023

  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 am writing to express my extreme dissatisfaction with the level of customer service I have received. The issue at hand is with the screen protector of my Samsung Fold 4 (foldable screen), which has started to come off. Understanding the importance of addressing this issue before my warranty expired, I made several attempts to reach out to Samsung for assistance, but my efforts have been met with unresponsiveness and ************* behavior. Unsuccessful Store Visits: I visited the Samsung store located at ******* ***** ******, only to find it closed. This lack of operational stores has made it extremely inconvenient for customers like me to seek immediate assistance. Moreover, my attempts to contact the ******* ****** store via phone have been unsuccessful, as no one picked up the calls despite repeated attempts. Long Wait Times: I then decided to visit the ******* ****** store as a walk-in customer, where I waited for an astonishing 5 hours without receiving an appointment. This long wait time is not only disrespectful of my time but also indicative of a lack of consideration for customers. Expired Warranty Issue: My warranty has now expired merely 2 days ago. I had been diligently trying to get this issue resolved well before my warranty ended, but due to the unavailability of appointments, closed stores, and unanswered calls, I have been unable to do so. It is absolutely unfair that I might have to pay for a repair that is clearly not my fault and that I tried to address within the warranty period. Ineffective Online System: Furthermore, Samsung's online appointment system has proven to be ineffective as well. I have been unable to secure an appointment through the online portal **** Customer Service: I must also highlight the **** and unhelpful behavior I encountered when trying to speak with Samsung's customer service representatives. Their tone was **********, and they provided little to no assistance in addressing my concerns.

  Business Response

  Date: 24/08/2023

  Hello Ms *********,
  
  So that we can examine your case, can you please send us:
  
  • A photo of the model label and serial number.
  • proof of payment (in full) for the purchase of your device.
  • Photos that demonstrate the problem and your device fully.
  • Your reference number provided when you contacted 1-800-SAMSUNG
  

  We apologize for any inconvenience this matter may cause you.

   

  Thank you, 

  Samsung Canada

  lv

  Customer Answer

  Date: 24/08/2023

  
  Complaint: ********
  
  When I contacted your customer service to address the screen protector issue, the representative I spoke to seemed ********** and uninterested in hearing the details of my problem. Despite explaining the situation, I was simply told that I would need to visit a store. The representative did not provide a case number or any form of acknowledgment that a complaint had been registered. This is extremely concerning, as it suggests that my concerns were not taken seriously.

  In my attempt to escalate the issue and seek clarification, I requested to speak with a supervisor. However, the representative refused to connect me with a supervisor directly and claimed to have discussed my concern with them. The outcome of this conversation was reportedly the same, but I find it unsettling that I was denied the opportunity to directly communicate with a supervisor.
  

  Additionally, I would like to bring to your attention a previous experience I had with the Samsung store at *****. I visited the store due to recurring charging issues with another Samsung device. After waiting for 6 hours, a diagnostic test was conducted, and I was informed that everything was fine. However, the issues persisted, leading me to believe that the diagnostic test might not have been comprehensive enough.
  * **** ******** ****** *********** *** ******** ****** * *********** *** *** ********** **** ****** *** **** **********

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

  Business Response

  Date: 28/08/2023

  Hello ******, 

  After looking at the pictures, and reviewing the reports from the store, we are unable to provide a service call for you.

  We have reviewed your invoice, and noticed that you have Samsung Care +.  You can reach out to them directly at 1-************.  The may be able to help you.

  Thank you, 

  Samsung Canada

  lv

   

  Customer Answer

  Date: 31/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: i reached out to Samsung during my warranty. Why do i need to go the care+ route? I want Samsung to fix this issue- the screen protector started coming of during the warranty period. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 31/08/2023

  Hello ******,

  The highest levels of management have reviewed the case and after looking at the pictures, and reviewing the reports from the store, we are unable to provide a service call for you.
  

  We reccomend that you reach out to Samsung Care+ directly at 1-************.  The may be able to assist you further.

  
  Thank you, 
  Samsung Canada
  lv

• Initial Complaint

  Date:24/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Samsung 23 ultra on June 02 from sherway gardens west mall after couple day I find out the sale person she changed me $229 for extended warranty wich I had no idea about it she didn't mention it to me . Then i released my phone have problems and i restart couple times a day I went back after 2 weeks they told me she is not working today then I went back week after she said it's pass 10 day she can't do any thing. I asked for manager she told me she ia a manager. Wich I find out she ia not Manager .I called Samsung they told me someone will call you back know it been 3 month I'm still waiting no one called me and they didn't change the phone for me .they up dated the software. But still I have same problem it's like a nightmare to me I work so hard I paid almost $1200 plus my phone was new. What kind of company they sale damaged phone. I was excited to buy new phone from the company to from ******** ****** .I hope to solve my problem thank you for your time

  Business Response

  Date: 25/08/2023

  Hello ******, 

  I have reviewed your case, and we would like to offer a door to door repair service.

  I would like to have your phone sent to our repair facility in Markham to inspect/repair your phone.

  Please confirm your agreement by responding " I agree " and confirming your name and address.

  Thank you, 

  Samsung Canada

  lv

• Initial Complaint

  Date:23/08/2023

  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.

  Fridge freezes up once a week and has to be unplugged for two hours to defrost. Food is being spoiled.

  Business Response

  Date: 23/08/2023

  Hi,

  We do not have any record of you contacting Samsung.
  
  Please contact us at 1-800-Samsung in order for us to gather further details.
  
  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: 24/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I am not willing to pay for service for this fridge there are class action lawsuits against Samsung for their defective fridges and the consumer shouldn't have to pay to have this addressed.  I have contacted ******* ********* in response to this.
  Sincerely,
  
  ****** ********

  Business Response

  Date: 28/08/2023

  Hi,

  A Samsung reference # is required in order for us to review your claim, however, we do not have any record of you contacting Samsung.

  You may chat with one of our agents at: https://*********************************************** orcontact us at 1-800-SAMSUNG so we can collect details of the issue.

  Thank you,

  Customer Answer

  Date: 28/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have contacted Samsung and was on the phone waiting for 2 hours.  This is the response you texted me to address the issue with my fridge not working which is unacceptable.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 28/08/2023

  Hi,

  Thanks for contacting 1800samsung on Aug. 24th, 2023, ref # **********. Please note that your fridge is a 2016 model by date of manufacturing. 

  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.

  However, only the compressor part is covered (for parts only) for 10 years from date of purchase, if this is the case, please contact us back with a valid tech report and a valid copy of bill of sale for further review.

  Thank you.

• Initial Complaint

  Date:23/08/2023

  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.

  My Samsung dishwasher, which is less than 6 months old and under warranty, stopped working with various error codes. When I have contacted Samsung, they say they will open a ticket to have it repaired and looked at. Then, a couple days later I get an automated response that says my ticket has been canceled because I asked for it to be canceled when I did not. This repeatedly happens, and it feels like they are trying to get out of fixing their faulty product by refusing to honour their warranty. I keep talking with Customer Service Reps who say they care and will fix it, but then nothing happens.

  Business Response

  Date: 23/08/2023

  The repair authorization was sent to below servicer:
  
  Name of Service Centre: ********* ********* ******** ****
  Tel : ************
  Email : ******************@*****.com
  
  Ticket # : **********
  
  They will be in contact with the customer to schedule the service call.

  Sincerely,
  
  Samsung Electronics Canada
  ng

  Customer Answer

  Date: 24/08/2023

  
  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.
  

  the repair company finally was called after multiple tries and found the dishwasher damaged and needing repairs. Still waiting weeks for it to be repaired, but technician was called.

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

• Initial Complaint

  Date:22/08/2023

  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 Samsung 4K tv at Walmart in February 2023. I noticed a rainbow shaped distortion on the screen. I thought it would go away. It is very apparent on a white or evenly coloured screen. I called support yesterday and she reset the tv but it wasn’t fixed. I also sent photos clearly showing the distortion (*** ********). She then said she would send a repair person out BUT if they couldn’t find anything I would have to pay for them and travel time. I live in the countryside. I declined saying I would prefer to bring the tv myself to an authorized repair spot but she said no. I said I couldn’t trust the repair person to say that they see the problem. She said she couldn’t help me. I would like the tv repaired, free of charge or replaced.

  Business Response

  Date: 23/08/2023

  As per photos, we are not able to see what is wrong with this TV. Can the customer mark on the photos where the problem is?

  ng

  Customer Answer

  Date: 23/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: you asked to me to mark the areas and submit the marked photos (*** ********). The distorted bands are in the shape of a rainbow. They are much more apparent on a clear white screen but you see them whenever there is a solid colour on the screen.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 23/08/2023

  As per photos supplied, we are not able to see what is wrong with this TV. Can customer mark where the problem is?
  
  Also photos should be of color test patterns in regular light.
  
  What we mean by regular light is that photos provided by customer are in a dark room. We need to see such photos in regular light, not darkness.
  
  Download the pictures attached by Samsung in a USB memory then connect it to the TV and play the pictures to confirm If the issue persists.
  

  Requesting pictures of the complete TV screen in regular light.   

  Customer Answer

  Date: 24/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: ******** *** ****** ** *** *********** *** **** *** The distortion is very visible in all but the black (omitted), which only reflected my living room.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 25/08/2023

  Thank you for the pictures. These are not in regular light, but in darkness. We will require the customer’s complete address to dispatch a technician for a service call.  

  Customer Answer

  Date: 28/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: you requested my address:

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

  Business Response

  Date: 28/08/2023

  Service order: ********** dispatched to Samsung authorized service center. They will contact the customer to book the service call.

  Customer Answer

  Date: 29/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I’m awaiting the service technician.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 30/08/2023

  We have nothing further to advise.

  Customer Answer

  Date: 31/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: the technician comes tomorrow so hopefully it’ll be fixed. 
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 12/09/2023

  The repair is completed. 

  Customer Answer

  Date: 13/09/2023

  
  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:22/08/2023

  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 am writing to express my deep disappointment and frustration regarding the service I have received for my Samsung Gas Range, which I purchased last year. Unfortunately, my experience has been marred by prolonged waiting times, unmet promises, and a lack of effective communication. On July 12 I reached out to your customer support to address a malfunctioning oven in my gas range. Despite my anticipation for a swift resolution, I have spent an exasperating number of weeks waiting for a technician to address the issue. This has caused considerable inconvenience and frustration for my family. After much waiting and anticipation, a technician was finally dispatched to my residence. However, this relief was short-lived, as the technician arrived unprepared with the necessary parts to rectify the problem. Consequently, a rescheduling of the service became imperative, leading to further delays and inconvenience. Following weeks of uncertainty, I was contacted by the technician, providing a glimmer of hope that the situation would be resolved. We eagerly anticipated his visit the following day. However, my optimism was shattered when, on the eve of the service appointment at 6:55 p.m., I received a disheartening email announcing the cancellation of my service ticket. The timing, on a Sunday evening, when your offices were closed, left me with no recourse but to resort to the online live chat for assistance. Engaging with your online customer service, I encountered further frustration. The representative was unable to retrieve my service ticket or provide any assurance regarding the coverage of the service under warranty. This inability to fulfill the promises that had been made during previous interactions compounded my disappointment. I have meticulously documented my conversations with your representatives and have retained the communication records on my computer. Should you require additional information, I would be more than willing to provide these records.

  Business Response

  Date: 22/08/2023

  Hello Mrs ****, 

  Thank you for reaching out to us.

  I see that the repair was completed on Aug 21.

  We thank you for your patience.

  Thank you, 

  Samsung Canada

  lv

• Initial Complaint

  Date:22/08/2023

  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.

  This is an ongoing issue which not resolved by Samsung, Ontario. I ordered S23 Ultra phone online last April 2023. I just received an empty box and unit was missing. I reported to ***** and samsung right away. Upon investigation, the unit was stolen in ***** premises, therefore ***** is willing to give a refund if Samsung will initiate the claim. As there protocol, it is the responsible of the seller to file a claim on behalf of the recepient. Many times I contacted Samsung but i dont know why they still keep on investigating. Samsung please listen, you don't have to investigate again and again it was found out and clear that the unit was missing in ***** facility. All I need is to contact ***** and file a claim. I got emailed from ***** and adviced to contact you Samsung to initiate the claim. This is not fair, my hard-earned was gone.

  Business Response

  Date: 29/08/2023

  Hello ********, 

  We hope you are well! 

  Thank you for contacting Samsung Canada Online Shopping!

  We have followed up on your complaint could you please confirm if the order you are referring to is *****************?

  We look forward to your response!

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

  Thank you for your patience!

  Warm regards,

  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 04/09/2023

  
  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:22/08/2023

  Type:Billing 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 S23 in June 2023. The purchase price included a trade in value of an old phone for 200 (plus tax). I submitted the phone through *** via link that i was given. Samsung claims that they did not receive the phone and that i sent the phone through the wrong company. The label given to me was ***. I have a receipt and tracking that the old phone was submitted successfully back in June 2003. Samsung claims that i did not follow through and charged me the Trade In Credit of 200+tax. Samsung did not notify me of not receiving the item until Aug 4 2003 (approx) that they did not receive the phone. Samsung kept asking for information via email, and as of now, refuses to refund me the 226$ that they charged onto my credit card or any other options for resolution. I asked Samsung to refund the entire purchase. Samsung refused as it was past the 15 day return window. I didn't know this would be an issue this late into the purchase when on my end, the tracking shows that i sent the phone in by June 27 2003. I did not know this was an issue until Aug 4 2003. I offered to provide another trade in phone (better than the 1st trade in phone) and Samsung refused. I asked what options I had regarding this 226.00 charge they placed on my credit card as i followed the steps, can't access the phone i submitted for trade in. Samsung only said that i was out of luck

  Business Response

  Date: 30/08/2023

  Hello *****, 

  We hope you are well! 

  Thank you for contacting Samsung Canada Online Shopping!

  We would like to inform you that we are currently investigating your case. Our senior customer experience and escalations representative will be reaching out to you within the next 48 business hours. Please ensure to check your junk/spam folders in case the email was flagged. 

  If you have any additional questions or concerns, please reach out to the representative in charge of your case or in your response here. 

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

  Thank you for your patience!

  Warm regards, 

  Retail Executive Office
  Samsung Electronics Canada Inc.
  
  

  Customer Answer

  Date: 30/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: the email from Samsung was only a repeat of other emails. No solutions or next steps were provided, just another promise of my case being escalated and questions being asked of what happend.  I've replied to thier email and provided the same information that I've given to Samsung via emails and via the call center conversations I've had with thier representative 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/09/2023

  Hello *****, 

  Thank you for your response! 

  We are pleased to inform you that we have thoroughly reviewed your case using the information you provided and with the assistance of our team. The senior representative will be contacting you shortly to provide you with additional details.
  
  If you have any further questions or concerns, please do not hesitate to get in touch with the representative assigned to your case.
  
  We sincerely apologize for the delays and the inconvenience this has caused. 
  
  Thank you for your patience and understanding in this matter.
  
  Warm regards,

  Retail Executive Office
  Samsung Electronics Canada Inc. 

  Customer Answer

  Date: 11/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: the company has sent an email saying that they will not do anything to resolve the complaint.  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 20/09/2023

  Hello *****, 

  Thank you for your response!

  Unfortunately, we are unable to provide any further guidance or support in relation to your inquiry, as the trade-in device was not dispatched to the correct warehouse within the stipulated time frame, utilizing the appropriate label.

  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: 25/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: there is no resolution and/or willingness to come to a solution from Samsung's part.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 09/10/2023

  Hello *****, 

  Thank you for your response! 

  We would like to take a moment to provide you with an update on the recent review of your case, particularly concerning the trade-in associated to the order *****************. Our dedicated team has undertaken a thorough examination of all relevant information and conducted a comprehensive investigation into your situation.

  After careful consideration and analysis, we regret to inform you that, based on our findings, we are unable to move forward with your request at this time. The issue stemmed from the trade-in device not being dispatched to the correct warehouse within the stipulated time frame, and the appropriate label was not utilized. We understand that this outcome may not align with your expectations, and for any inconvenience this may cause, we offer our sincere apologies.

  Please rest assured that we take every case seriously and are committed to delivering the best possible resolution for our valued customers. Unfortunately, in this particular instance, the circumstances have led us to make this decision, one that we have arrived at with the utmost care and consideration.

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

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

  Warm regards, 

  Retail Executive Office
  Samsung Electronics Canada Inc. 

  Business Response

  Date: 16/10/2023

  Hello Better Business Bureau, 

  We would like to inform you that, according to our records, the customer was sent two emails that included the correct label to send the trade-in device to ********.
  

  Furthermore, our partner is *****, and our website does not generate labels.
  
  Please advise if further clarification is needed.

  Thank you!

  Retail Executive Office
  Samsung Electronics Canada Inc. 

  Customer Answer

  Date: 18/10/2023

  
  Complaint: ********
  
  I am rejecting this response because that label was generated from the ******** website/link
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 30/10/2023

  Hello *****, 

  I hope you are well! 
  

  Thank you for your response! 

  We would like to inform you that the label associated to the offer number ****************** and which was available on the Galaxy Upgrade Portal, was a ***** label. As per the tracking number of this label ************, the label was never actioned. ****** ***** ** *** ******** ***** *** ******** ********** ** *** ******* ******** ******* 
  

  We would like to express our apologies for the delay and any inconvenience this has caused.

  We appreciate your ongoing patience and understanding in this matter.

  Best regards,

  Retail Executive Office
  Samsung Electronics Canada Inc. 

  Customer Answer

  Date: 01/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: it's the same cut and paste response Samsung is giving, so I'll return the effort.  I'll also add in my well wishes and I do hope and pray that the Samsung team recieves the same treatment that they've bestowed upon me.  This includes the lack of customer service, lack of effort in your part in resolving the issue and being treated like a person who's trying to **** a company.
  
  Sincerely,
  
  ***** ****