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:15/05/2023

  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.

  On April 30th, I was attempting to purchase a Galaxy S23 Ultra. The available promotions on that date were a one day 20% off discount from *** and a guaranteed $770 trade in credit with the trade in of an eligible device. I had a Galaxy S20 Ultra for trade, which was an eligible device. When going to perform the trade in, I was asked to input the IMEI number of the device, but the website would not recognize the number or the serial number. I had brought this issue to Samsung on April 28th, hoping the issue would be fixed before the April 30th date. On April 28th, the customer service agent told me the issue was escalated and the trade in tool would be fixed within 1-2 hours, which ended up being false. He confirmed the trade in tool did not work with the IMEI of his personal phone either. I called back the next day and another agent told me it would take 3-5 business days for a response (not a fix). When I explained the situation of the 1 day discount, he did not provide me any alternative solution. With no other choice, I went to the physical Samsung experience store. They gladly accepted and verified my trade in device, but the refused to honour all the promotions listed on the Samsung website. I was not able to redeem the 20% off and I only received $720 for my trade in. I was finally contacted by Rafelin B. from Samsung on May 3rd by email. He asked me for the IMEI number of my trade in device (I had given this over the phone to Samsung at least 4 times). I responded to his email explaining this situation on May 3rd, and I told him I would. be filing a complaint if I did not receive a response in a timely manner. It has now been over a week and I have not heard back from him. In total, I have spent over 5 hours on the phone with Samsung trying to resolve this issue. I am seeking compensation for the discounts that were advertised but restricted from me, multiple false lead times, and my time spent trying to resolve this issue.

  Business Response

  Date: 25/05/2023

  Hello *****, 

  We hope you are well! 
  
  We would like to inform you that our Senior Customer Experience Representative has reached out to you directly. 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. 
  
  We would like to apologize for the delay and the inconvenience this has caused. 
  
  Thank you for your patience!
  
  Warm regards, 
  
  Retail Executive Office
  Samsung Electronics Canada Inc. 

  Customer Answer

  Date: 30/05/2023

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

  I have responded to the customer service representative. They asked for information that was already in my complaint, and I have not heard back since.

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

  Business Response

  Date: 15/06/2023

  Hello *****, 

  Thank you for your patience! 

  We would like to inform you that we have reviewed your case and would like to advise that as the purchase was processed through  Samsung Experience Store, we are unable to apply a promotion on our end or offer a resolution in regard to your purchase.
  
  Please accept our apologies for any inconvenience this may have caused. We appreciate your understanding and cooperation.

  Thank you for your patience and understanding on this matter. 

  Warm regards, 

  Customer Answer

  Date: 16/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: my issues were not addressed. I was blocked from making a purchase on the Samsung website and I have not received a response from the Samsung experience store. In my communications I have asked the same questions multiple times without receiving a proper answer. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 18/07/2023

  Hello *****, 

  Thank you for your patience! 

  Unfortunately there would not be anything further that we can advise you going forward in regards to this concern.

  We would like to apologize for 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: 18/07/2023

  
  Complaint: ********
  
  I am rejecting this response because I still have no resolution to my complaint. Samsung Canada is acting as if the Samsung physical store is a completely separate company. They have not done anything to try to reach a resolution, and they have taken a very long time throughout this process. 
  
  Until now, they still have not addressed all the points of my complaint (including the website complaints which are definitely under the purview of Samsung.ca)

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

  Business Response

  Date: 21/07/2023

  Hello *****, 

  Thank you for your response! 

  I regret to inform you that we are unable to provide the 20% *** discount for your purchase at the Samsung Experience Store as the device you purchased is ineligible for the promotion.
  
  I understand that this may be disappointing, but unfortunately, there is no further action or resolution we can offer regarding this matter.
  
  I sincerely apologize for any inconvenience this may have caused you.
  Thank you for your patience and understanding.
  
  Warm regards,

  Retail Executive Office
  Samsung Electronics Canada Inc.

  Business Response

  Date: 24/07/2023

  Hello Better Business Bureau, 

  Regarding the reported issue, it was brought to our attention and was already being addressed at the time. However, before we could escalate the matter further, the IMEI in question had already been disabled since the purchase had been completed at the Samsung Experience Store.

  We did make efforts to escalate the issue to our Samsung Experience Store, and they confirmed that the customer had indeed made the purchase. However, upon reviewing the invoice, it was found that the item purchased did not meet the eligibility criteria for the promotional offer available through our Samsung Experience Store.

  Regrettably, we are unable to provide the promotion in this case, as the order fails to meet the required promotional requirements.

  Thank you for your understanding. If you have any further questions or concerns, please don't hesitate to contact us.

  Warm regards, 

  Retail Executive Office
  Samsung Electronics Canada Inc. 

• Initial Complaint

  Date:15/05/2023

  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 dishwasher June 10, 2022 and paid $1124.34. After using the dishwasher many times, it was obvious that it wasn’t working properly because there was always food left on the dishes, glasses and cutlery after going through the cycles every time. I contacted Samsung, sent photos of everything after having gone through the dishwasher and they had a technician come. Technician said he couldn’t find anything wrong so there wasn’t anything he could do that would fix the problem. He said to use the Storm Wash cycle and then left. This didn’t fix the problem. I contacted Samsung again and they said they would escalate the issue and get back to me. After waiting for months and not hearing back from them I called them again. I was eventually transferred to Francz in the Executive Customer Relations department and he said that they could send another technician but I would have to pay for the service call. I asked why they would send another technician when they already sent one and also stated that the warranty was going to expire next month. He told me there wasn’t anything wrong with the dishwasher and there was nothing they could do. I asked to speak to someone the next level up and was told he was the highest level, the president was the next level up. Francz was unhelpful, rude and told me I was ***** and the dishwasher was in fine working order. I was also told the warranty didn’t cover this issue, this technical problem. I’m not asking for a refund just to have the dishwasher replaced with one that actually works properly. **** ****** *** ********* ** **** ** *** **** **** *********

  Business Response

  Date: 15/05/2023

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

  Please be advised that your dishwasher was inspected and was deemed with no fault found by an authorized service center under Service order: **********.

  we cannot override the tech's findings on our end.

  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 1**********.
  
  Thank you for your time.
  HB
  

  
  

  Customer Answer

  Date: 15/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The dishwasher that I paid $1000+ for and is still under warranty, is not doing what a dishwasher is supposed to do - cleaning the dishes. Just because your technician said he couldn’t find a problem to fix doesn’t change the fact that the dishwasher is not working properly as CLEARLY shown in the photos ******** ** *** ******* ********* ** **** ** *** ****** ******** ***** 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 24/05/2023

  Hello,

  This is not a defect, instead it is usage issue. please see ******** guidelines in user's manual.

  Thank you,

  Customer Answer

  Date: 28/05/2023

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

  All of the issues in the manual have been addressed and the problem is still not resolved.  Also after looking online, this issue is a common problem with this model. There are many complaints online regarding the same issues so it would seem that there is an issue with this dishwasher model and it’s not something I’m doing wrong. It’s deplorable that Samsung does not stand behind its products as well as not caring about their customer’s satisfaction. 

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

  Business Response

  Date: 29/05/2023

  Hi,

  Most dealers offer returns of the products if an issue was reported to them within a reasonable time from the date of purchase.

  Since no issues were reported to dealer back inJune 2022 when your unit was purchased, and we cannot override tech's findings on our end. Thus, we cannot accommodate your request. 

  Thank you,

• Initial Complaint

  Date:15/05/2023

  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 very recently purchased the Samsung Fold 4 from ***** in Devonshire Mall. I noticed what looked like a small, thin hairline on the fold of the phone. As days went on the line got larger and oval shape. I looked online and found many people had the same issue. I brought my phone back to ***** and they checked my phone for any damage which there was none. I've had my phone in a protective case and have been very careful with it since the day I purchased it. They said it would be under manufacturer warranty and they gave me a loaner phone. While I was waiting for my apps and information to transfer to the loaner phone the ***** agent told me I could go get a coffee while the phone was transferring and I did. I came back to the store, signed papers and left. Today I received a call from ***** stating that my phone was not approved for manufacturer warranty staying there was "damage" to the phone and it would cost $900 to fix or I could go through device care insurance and pay $400. I denied the warranty amount and was told to call *****. ***** had no information on the damage to my phone, only that Samsung denied the warranty. I was given my Imei # for the phone and called Samsung to get more information which they had none, only that my phone was marked as "damaged". There was not one scratch, mark or dent on that phone when I brought it in to ***** that day other then the bleed in the fold. The more I look online the more I see people having this same issue and being denied the manufacture warranty. I should not have to pay deductibles to have my phone fixed/replaced for what seems like a significant ongoing issue with these phones. I would like this to be resolved. Thank you kindly.

  Business Response

  Date: 18/05/2023

  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.

  Samsung has authorized a one time courtesy repair.
  
  We appreciate your efforts in communicating your needs with us. Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.

   

  DV
  
  

  Customer Answer

  Date: 02/06/2023

  
  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:11/05/2023

  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.

  We purchased a Samsung fridge from ****** ********** through our contractor in October of 2020. Once we took possession of the house on October 29th 2020, we noticed that the water dispenser had a slow leak. Over time the dispenser leak got worse and we put in a warranty claim on April 20th, 2021. This began the 2 year back and forth which has ended with the leak from the fridge dispenser having never been fixed, though 6 repair attempts have been made by two different repair companies (2021: May 7, Aug 27, Oct 8; 2022: Feb 25, March 07, July 21), and a courtesy offer to refund the fridge for less than we bought it for on March 21, 2023 (offering a refund of $1653.00 instead of $2199). The reason that was given for offering us a pro-rated refund, out of courtesy, is that our refrigerator is out of warranty. While this is true and we are now out of the warranty period, this is the result of SECA not fixing the problem, which was reported multiple times during the warranty period, and then not responding, sometimes for months at a time, in order to have the issue resolved prior to the warranty period ending. While we appreciate that this all happened during lockdowns so the timeline likely was extended as a result, we are still left with the original problem which has never been fixed and now SECA has closed the case and is refusing to fix it because their offer is non-negotiable and we rejected it. In their courtesy offer email, SECA has acknowledged that the fridge is defective, a defect that has been present throughout this entire time, yet they still refuse to fulfill their obligation, as specified in the warranty, to repair or replace the fridge. What we are seeking is that: - SECA pays to have the ongoing issue of the leaking dispenser fixed, - SECA replaces, at their own cost, the fridge with the same model or an equal model if the same one is unavailable, - SECA refunds in full what was paid for the refrigerator (as it was on sale) which comes to $2,199

  Business Response

  Date: 15/05/2023

  Dear Valued Customer
  
  For your out of warranty Fridge, Samsung offers you a pro-rated refund of $1653.00 total as deemed unrepairable by our tech support team.
  
  To accept this offer please reply at your best convenience with your written agreement (yes, I do agree) and confirm your complete name and address.
  
  Please take note below of our refund process and policy below:
  
  The refund process takes about 17-20 business days to complete after we pick up the unit from you. Once we get your consent, our third party carrier company will be in contact with you to arrange pickup of the unit at our expense.
  
  It is the responsibility of the customer to ensure the defective unit is completely uninstalled and ready for pick up when contacted by Samsung carrier ONLY and no other party (ie. Dealer).
  
  Failure or refusal of releasing defective product, will result to cancelling of refund cheque and Samsung will not re-issue.
  
  § The payment cheque will be mailed via ****** **** after confirming the defective unit has been received at our warehouse.
  
  § In accordance with our financial policy, the payment cheque will be made in the name of the person registered on the bill of sale.
  
  § Confirm the correct spelling of the name as per the receipt or the person that bought the unit.
  
  § Confirm pick up and mailing addresses and the postal code.
  
  § Confirm you contact number to reach you at any time.

  
  Sincerely,
  
  Samsung Electronics Canada
  ng

  Customer Answer

  Date: 15/05/2023

  
  Complaint: ********
  
  According to the warranty, SECA is responsible to repair or replace the defective unit. I am rejecting this offer of a prorated refund because it does not fulfill SECA's obligation under their warranty. Samsung has acknowledged that the fridge has been "deemed unrepairable by [the] tech support team", which means that for them to fulfill their warranty obligation they would need to replace the fridge at this point. If Samsung is unable to replace the fridge with a similar model then we would accept a full refund of the purchase price of $2199 so that we can replace the fridge.

  "Warranty: This Samsung product is warranted by Samsung Electronics Canada Inc. (hereafter referred
  to as SECA) against manufacturing defects in material or workmanship for the following
  periods:
  Labor : 1 year (in-home)
  Parts : 1 year
  Inverter Compressor : 10 years (Part only)
  SECA further warrants that if this product fails to operate properly within the specified
  warranty period and the failure is due to improper workmanship or defective material,
  SECA will repair or replace the product at its option."
  

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

  Business Response

  Date: 24/05/2023

  We would like to apologize for any inconvenience this situation may cause you and I would also like to inform you that out of courtesy Samsung would like to offer you a full refund for the amount of $2,021.59 total for your unit.
  Please see refund policy below:
  The refund process takes about 17-25 business days to complete. During this period of time, our carrier company will be in contact with you to arrange pickup of the unit at our expense.
  It is the responsibility of the customer to ensure the unit is completely uninstalled and ready for pick up when contacted by Samsung carrier ONLY and no other party (ie. Dealer).
  Failure or refusal of releasing the product, will result to cancelling of refund cheque, and Samsung will not re-issue.
  The payment cheque will be sent via ****** **** after confirming the unit has been received at our warehouse.
  In accordance with our financial policy, the payment cheque will be made in the name of the person registered on the bill of sale.
  Confirm the correct spelling of the name as it appears with your financial institution for your banking needs.
  Confirm pick up and mailing addresses.
  Note: Please understand that no refund payment cheque will be released by Samsung in case we are unable to retrieve the unit from you. 

  Customer Answer

  Date: 30/05/2023

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

  Samsung also contacted my husband through email and by phone, it seems as though they are taking money off from the purchase price because we received a rebate on the dishwasher for $600 which was bought at the same time, but which has nothing to do with the fridge. I assume they were using the ********* ****** change order document to arrive at the refund price they offered because it doesn’t specify what the $600 rebate was for. * ******** ****** ** *** ***** **** ****** ********** **** the original quote so that they can see that the $600 rebate was for the dishwasher and had nothing to do with the fridge. 
  

  I am thrilled that they have decided to offer a full refund, I would just like the refund to reflect the purchase price of the fridge, which currently it doesn’t. 

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

  Business Response

  Date: 09/06/2023

  We have reached an agreement with the customer.
  
  --------- Original Message ---------
  Sender : ****** * <mailto:**********@*****.com>
  Date : 2023-06-01 02:11 (GMT-4)
  Title : Re: ****** ******** - ********** | ********** - Refund Offer
  Thank you, we accept your offer. We look forward to hearing when you would like to arrange for pick up of our fridge.
  
  ****** ********

  Customer Answer

  Date: 16/06/2023

  
  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:11/05/2023

  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.

  I purchased a new home in 2017. It was filled with Samsung appliances which we thought were beautiful but soon found out are some of the worst I have ever seen. Our initial issues started when our two fridge ice makers started freezing up. An ************** and a **************, I defrosted these and they would work again for a short period and then freeze up completely again. I contacted Samsung in 2018 regarding them and they said because they were out of warranty they couldn't do anything but share some local repair facilities. I went the route of turning them off instead. Fast forward to today - Both fridges are no longer maintaining cold enough temperatures(42F/6C) in the main section which is causing food to spoil and a friend had mentioned because of issues with these units Samsung had sent out a repair person free of charge on his out of warranty fridge and that they fixed the ice maker. I reached out to Samsung by chat and they were unable to help because I did not have original bill of sale, given these were purchased with a new home it was not something that was provided to me (a lesson learned if I can ever afford to purchase a new home again). They told me to go to the builder, but 6 years later they do not have copies of the receipts for my home. All I want is working refrigerators... In the same period out of the other new Samsung appliances - Dishwasher "power wall" has failed, Stove element has been replaced once and shows a fail light again but still works, and Dryer failed with a complete melt down of the belt tension pulley which I fixed myself. ****** searches indicate these are all common failures and usually just outside warranty. I used to recommend Samsung at least for TVs but my ****** just failed randomly as well. To anyone taking the time to read this, I cannot recommend Samsung for any appliances. I am 1/6 without issues in the first 3 years of ownership. It is completely unacceptable that a modern appliance cannot last 5+ years.

  Business Response

  Date: 11/05/2023

  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.

  In order to review your concern further, we will require a bill of sale or proof of new build that included the Samsung appliances.
  
  We appreciate your efforts in communicating your needs with us. Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.

   

  Thank you.

   

  DV
  
  

  Customer Answer

  Date: 15/05/2023

  I received this message but cannot reply to the response from Samsung. 
  
  I have attached the page of my contract listing appliances, the photo from the assessment site showing the date as well as a link to the video which shows the appliances in the home when it was listed by the builder. 
  
  https://***.************************************* * *** shows first fridge with issues, and 1m briefly shows the second. 

  Business Response

  Date: 15/05/2023

  Hello,

  Can you please provide documentation from the builder in order to further review your request.

  Thank you.

   

  DV

  Customer Answer

  Date: 23/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am not sure what information they are requesting. I have provided screen shot of my purchase contract from the builder, as well as video and other evidence to support the appliances being in the home at time of possession. I am just wanting my ice makers fixed. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 24/05/2023

  Hello,

  Samsung would like to offer you a courtesy repair for the icemaker issue only.  Please confirm the full model and serial number in order to proceed.

  Thank you.

   

  DV.

  Customer Answer

  Date: 25/05/2023

  
  Complaint: ********
  
  Hi, 

  I will close this complaint upon repair of the two defective icemakers. 

  First is ************** - SN ***************

  Second is ************** - SN ***************

  
  **** *******

  Business Response

  Date: 29/05/2023

  Hello,

  Thank you for providing this information.

  Thank you.

   

  DV

  Customer Answer

  Date: 29/05/2023

  
  Complaint: ********
  I have received email from samsung to contact chat. I will proceed with the contact and update this case following repair. Thank you. 

  Customer Answer

  Date: 30/05/2023

  Hi, 

  I am not sure what clarification is required. I have not closed the complaint because the issue has not been resolved. Once a technician attends and makes the repairs I will be closing the complaint. Samsung has sent to a party to do the work but I am not sure if I can re-open the complaint if it is not completed and there was no other option outside of accept or decline. If it can be closed and re-opened I am also fine with that. 

  Customer Answer

  Date: 01/06/2023

  Hi, I would suggest extending this to June 15th. The repair person called and said they need to order the parts and would be calling once received to do the repairs. That actual repair date is currently unknown. 

  Thank you,

  ****

  Business Response

  Date: 08/06/2023

  Hello,

  Thank you for the update.

   

  DV

  Customer Answer

  Date: 21/06/2023

  
  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:10/05/2023

  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.

  I recently purchased a Samsung Galaxy Watch 5 using a $150 off promo code provided by Samsung Canada on Samsung Canada's website on 17 Mar. 2023. After using the watch for 2 days, I realized the version I purchased was not suitable for my needs, so I contacted customer support on March 28 for an exchange to a different version of the watch 5. In the email attached (******** - Voucher code $150), the customer service rep said I have to return the current watch in order for them to issue me another promo code so I can repurchase the other version. I followed their instructions and made the return. Upon notifying customer service I have made the return and will now require the promo code, their e-voucher department told me they cannot issue me another promo code as the promotion is expired in the first half of this email (Samsung voucher). They immediately closed my case before I can ask about the watch I just returned, so now I am without a watch or a $150 promo code. I called customer service and they opened an escalation for my case, after which a response was provided to my case in the attached email (********). Samsung now claims I have never used the promo code and if it was an error to let them know. I emailed them back asking for clarification and after a few days I received a response in the original email (Samsung voucher) with them showing me some terms and service regarding their promotion codes. None of their responses mentioned anything about the product I returned or offered me an apology for their mistake and in fact they pushed the blame onto me. I have let them know on multiple occasions that while I appreciate the fact they are willing to reissue promotion codes for use again, if they notified me that they couldn't reissue another code for any reason at all, I would not have returned my product in the first place. I would like to request for another $150 promo code or the option to purchase my original product (Samsung Galaxy Watch 5) for $150 off.

  Business Response

  Date: 20/05/2023

  Hello *** **, 

  We hope you are well! 
  
  We would like to inform you that our Senior Customer Experience Representative has reached out to you directly. 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. 
  
  We would like to apologize for the delay and the inconvenience this has caused. 
  
  Thank you for your patience!
  
  Warm regards, 
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

• Initial Complaint

  Date:10/05/2023

  Type:Delivery 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 chose delivery date as 04/29/23. ****** and I both took a whole day off of work to be at the house Sat for the expected delivery. We chatted with a member Friday and they said we’d expect the delivery Saturday morning. By Saturday afternoon nothing arrived and I called in. The rep said we would get a call from 4-8pm from driver. Nothing. I called again at 8pm Saturday and the rep said my delivery wasn’t coming and a supervisor would call me back Sunday afternoon. Again, nothing, no call! Monday morning I called to escalade this and then got an email from Rafael that our TV is delayed. Rafael asked for an ETA on the TV. In the meantime, we still did not receive notice for the stove or sound system delivery yet. Tuesday morning, we get an email from Jan the manager that the TV is currently out of stock and it’s not coming back because Samsung does not make the model anymore. He said they are also working with the logistic team to schedule the delivery of other items. I asked for compensation for this inconvenience and rep said they’d submit a request for this. Jan said no compensation because we used *********. Supervisor Eric called ****** and said he would look into this and call back- hoping to work out a Sat delivery. Wed to Fri, we heard from no one. So i called delivery company and arranged delivery. They said to Oshawa is only Friday, no Sat delivery (bc they needed approval from Samsung who didn't coordinate with dispatcher). So we had to take another day off to be home for the delivery between 3-7pm. Delivery came 8pm Fri and I called Samsung prior for an update and they said there was no delivery coming which worried because I already coordinated with the other company. Today is Tuesday and no email or call back from the Supervisor Eric. In customer service, we expect supervisors and managers to care for customers and their delivery and no one was able to help up. We keep getting denials, & cancellations. This was failure customer satisfaction!! Horrible

  Business Response

  Date: 20/05/2023

  Hello ******, 

  We hope you are well! 
  
  We are sorry to hear about your experience with your recent purchase. In order for us to better assist you could you please provide an order number?
  
  We would like to apologize for the delay and the inconvenience this has caused. 
  
  Thank you for your patience!
  
  Warm regards, 
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

• Initial Complaint

  Date:09/05/2023

  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.

  April 2nd I chatted with an associate on your website to inquire about the promo being offered to trade in an old device for a new one. I read the promo details and clarified my understanding of the terms with the agent (unknown). The agent verified that although the terms did not mention Samsung Galaxy s20 5g 128gb in that it would still qualify for the $350 top up as long as the phone itself was valued at at least $25. I told agent the front screen had some cracks on bottom right corner. I was assured the phone would still be worth at least $25. The agent urged me to go ahead and purchase the new device (Samsung Galaxy s23) and then later, go onto *************.ca to process my trade in. The agent urged me to buy the device before the promo ended in a few days and because Samsung was running out of supply of the new device I wanted to purchase. Following the agents assurances and advice, I purchased my new device on April 2. Once I received my new device I went to *************.ca and tried several times to trade in my old device. I was offered $62 trade in value based on my answers and $0 promo. Since then I have chatted and called and spoken with several other agents. I was told the promo had now changed and my device no longer qualified for the promo. However, I made the purchase during the previous promo and I was assured again and again in my chat with the first agent (April 2) that I would have no problem receiving the top up promo. Yesterday I was told a supervisor would call me this morning (April 25 @9:30am) but was not contacted. Also, I started another chat today to retrieve the chat I had with the first agent, but was told there was no record of this chat found. How can that be I have spoken to numerous agents about this issue and have been given the run around by all of them. The customer service of this company has been appalling. I am especially disappointed because myself and my family are lifelong Samsung customers, not just of cellphones but tvs, fridges, ranges, washing+drying machines, etc. It is infuriating to be juggled around from agent to agent and supervisor to supervisor and never actually being given any help. They all claim to be ignorant. My offer #******************.

  Business Response

  Date: 18/05/2023

  Hello ****, 

  We hope you are well! 
  
  We would like to inform you that our Senior Customer Experience Representative has reached out to you directly. 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. 
  
  We would like to apologize for the delay and the inconvenience this has caused. 
  
  Thank you for your patience!
  
  Warm regards, 
  
  Retail Executive Office
  Samsung Electronics Canada Inc. 

• Initial Complaint

  Date:09/05/2023

  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.

  Dear BBB, On February 14th, 2023, I bought a Samsung Galaxy S23 Ultra from the Samsung website. They had a trade-in promo and, according to their tool, my Galaxy S20 Ultra was evaluated at CAD 225.00. After receiving the new phone, they sent me instructions to send my old phone to them. My package was delivered to them on 3/9/2023 and then I started waiting for my phone evaluation by their partner ********. After ******** devaluated my phone value from $225 to $90, I contacted Samsung asking them why my phone was devaluated as the pictures they provided didn't show any issue because my phone was in pristine condition. On April 4th, an agent contacted me saying that the pictures did not display the issue that ******** had found. For this reason, they are willing to meet me halfway on the adjustment, by bringing up the adjusted value of the phone up to $157.00. I didn't agree with that at the start and I insisted that my phone was in perfect condition as the pictures they used to justify the devaluation do not show anything. So, on May 1st, they did not meet me halfway and I was charged $152.55 on my credit card (it should have been around CAD 76.00), therefore they have not considered the $157 value after all. I contacted them on the same day that value was charged and they told me this happened because they have not had time to process the adjustment and asked me to wait 2 days so they can fix it. I contacted them on May 4th asking if they have any update on my ticket and then I was told to wait for 2 business days. I contacted them again on May 8th and was told to wait again, this time for 3 to 5 business days. Samsung holds all the cards as they know people won't cancel and accept their old phones back as then they'd have to pay back the full price. ******** could reduce the value of every single phone traded in under this promo and consumers essentially have to just take it. **** * ******* * ** ********* *** ******** **** **** ** ********* ** ******

  Business Response

  Date: 18/05/2023

  Hello ********, 

  We hope you are well! 
  
  We would like to inform you that our Senior Customer Experience Representative has reached out to you directly. 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. 
  
  We would like to apologize for the delay and the inconvenience this has caused. 
  
  Thank you for your patience!
  
  Warm regards, 
  
  Retail Executive Office
  Samsung Electronics Canada Inc. 
  
  

• Initial Complaint

  Date:09/05/2023

  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 bought a refregerator model **************** serial number ***************, no even after a year of purchase the refregerator stopped cooling so I contacted samsung which sent a third party company to do the repair. On the first visit the technician came to the conclusion that the compressor was finished already, he told me that if possible a replacement would be better. I sent the comment to the company he works for **************, but they replied that the parts were ordered and they will proceed with the repair instead. So approx. two weeks later the technician came back and replaced the compressor. Few hours later I noticed a high pitch sound from the back of the unit near the compressor. So i sent a email to ******* ****** again. They booked another repair the same technician came by and lowered the ammount of gaz in the fridge and told me to check if the issue will be resolved. After few days the sound is still present but less noisy and frequent. So I contact the same company again. They sent another technician this time he told me that everything was normal and left. after few days the freezer stopped cooling so I contacted samsung again this time for a replacement. They told me they were going to contact me in 48hrs. they never did I even contacted the seller who in turns sent an email to samsung requesting a replacement unit. Never had a reply... It is obvious that the refregerator I purchased had factory defect considering the parts that failed so earlier the ''technician'' came 4 times to my house. and were not able to fix the issue so I'm requesting a refund... No way the third party technicians are coming back since they bill samsung for each ''repair''

  Business Response

  Date: 09/05/2023

  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.

  We have requested that the service centre contact you to arrange repair at this time.

  We appreciate your efforts in communicating your needs with us. Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.

   

  DV

  Customer Answer

  Date: 16/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I clearly stated that I don't want another repair in my original complaint. The technician came this morning and noted the freezer was not cooling(major failure). This refrigerator is unreliable. So I am not accepting anymore repair and I'm not keeping either.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 24/05/2023

  Hello,

  A store credit return authorization is in process at this time.  The store will be in contact with you once the credit is processed.

  Thank you.

   

  DV

  Customer Answer

  Date: 26/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: When you mention the store credit, I don't know if you are referring to the agreement I have with the merchant. If it's correct, please note that I am the one who did all the procedure related to the agreement not your organization. Actually, the third-party repair company you are employing ''******* ******'' called me on Wednesday they told me Samsung refused to take back the defective item since it was possible to ''repair'' it. As stated previously, The technicians came 5 times to try ''repair'' a 10-months-old refrigerator. Every time the issue was a major failure. It is obvious that the unit you sold me was defective that's why I refused the last repair and asked for a refund. Since you kept denying a replacement or a refund and I was well within my rights to ask for it according to the CONSUMER PROTECTION ACT. I am requesting Samsung to pay me the sum of 700 CAD for the damages related to the defective product this involve not only 6 days I had to take off work in order to be present at home to let the technicians in but also18 days without a working refrigerator/freezer. 24 days without a freezer and all the other troubles related to the problem. Please note that the requested amount does not correspond to actual damage it is an offer to settle the situation.  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 29/05/2023

  Hello,

  Samsung has approved the store credit at this time.  Please confirm if you have initiated the exchange process with the store.

  Thank you.

   

  DV

  Customer Answer

  Date: 31/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: Like I said in the previous message, an agreement has been reached with the merchant. So, the main issue has been resolved, you can contact the store if you wish. However, in my last message I request your organization to pay me 700CAD for all the trouble i have been through. This amount is less than the actual damage. So, you can consider it as a settlement. Also, I don't like the fact that you try to mislead the consumer about the fact that if it can be repaired there is no alternatives which is false because when an appliance has major defects in such short amount of time. The consumer can have the right to request a replacement or a repair plus the actual damage.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/06/2023

  Hello,

  Samsung would like to offer you the maximum of $250 compensation for your inconvenience.

  Please confirm your full name and address if you wish to proceed.

  Thank you.

   

  DV

  Customer Answer

  Date: 11/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I cannot go under 500CAD. You must understand that I was without a working refrigerator and freezer for 18 days plus 24 days without a freezer. Also I had to take 5 half days off from my job in order to let the technicians inside the house. These two facts alone are worth more than 1000$. So 500$ is a settlement bargain deal. You can verify other similar landmark case for reference. I included one(sorry it's in french) that the defendant has lot less trouble than I did and he was awarded 500$. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 12/06/2023

  Hello,

  Samsung is unable to accommodate your request.  $250 compensation is the maximum that can be offered as a courtesy.

  Thank you.

   

  DV.

  Customer Answer

  Date: 16/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: Like I said previously the cost related to the defective appliance is way over the amount you are offering. I had to take several days off my job (and I don't work at minimum wage) in order to let the technicians attempts to repair the unit. That's why I'm asking for 500$ as out of court settlement. Otherwise I will claim the full amount at the small court claim. In this case your company will have to pay my court's fees plus yours in addition of interest. It will cost you a lot more than the 250$ difference. I must say i'm disappointed the way Samsung acted since the beginning you should stand by your products. Is unacceptable that a less than year refrigerator compressor fails then fails again. And that the company ******* ******s and samsung are trying to tell me that repair is the only option... I mean who wants a brand-new appliance that keeps failing.  Of course the technicians will say to repair. You are paying them. Samsung is their customer not the owner of the appliance There is a conflict of interest in this kind of situation... Please reconsider my offer.

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