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:21/03/2024

  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.

  recall issued by health canada. samsung canada microwave for ** ********. Identification number:************ archived. Called Samsung canada 30/03/2024 12h09 pm to 12h38 pm and to Jane employee #***** claim/ticket #**********, she told me since i'm not first owner they will not do anything for me explain to them a recall does not state 1st nor 2nd owner and told her that i would do a complaint to you guy's (BBB) and she told me do what you got to do. called samsung repair shop to give me an idea of price and he told me 130$ for labour plus around 100$ to 150$ for parts. waiting for ** repair shop to look in for price for new around same size microwave. please don't hesitate to contact me if needing more info. Thanks ********* ******* **********

  Business Response

  Date: 21/03/2024

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

  A Samsung representative will contact you shortly.

  Ref # **********.
  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.
  H
  

  
  

• Initial Complaint

  Date:07/03/2024

  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 Samsung Stove Oven from **** *** with extended warranty. Less than 6 months something blew up and broke. It took 2 weeks for someone to come out and fix. The guy fixed it but it died within 1 week. Subsequent calls led to local technician Samsung contracted to saying that I must have caused the damage (he did this over phone) and I need to pay $300 for him to come out and fix it. I keep getting the runaround and this is ongoing for 4 months without a kitchen. Next step is to hire lawyer and take Samsung to court.

  Business Response

  Date: 07/03/2024

  Hi,

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

  Please supply your Samsung reference number for further review.

  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.
  H

• Initial Complaint

  Date:04/03/2024

  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.

  Hello, I purchased a Samsung Galaxy S24 device from Samsung Canada under a trade-in program for $683.64. I shipped my Galaxy S9 in its original box as a trade-in to Samsung Canada. Evaluation records do not match the device I shipped. My S9 device did not have a cracked back glass when shipped. Please see my photo record of the device I sent, ********** ***** *** ******** ******* ********. Samsung Canada has responded that the trade-in device is damaged and will not offer me their credit. They did not acknowledge records I sent them of my trade-in device.

  Business Response

  Date: 15/03/2024

  Hello ******,

  Thank you for contacting Samsung Canada Online Shopping! We represent the esteemed Office of the President. 
  
  Firstly, we would like to apologize for the inconvenience this has caused. 

  Upon reviewing your case, we have confirmed that our team initiated an investigation into your trade-in offer. It was determined that the damage was not caused by any fault of your own. Therefore, the trade-in charge that was processed will be refunded to you.

  Rest assured our representative will be reaching out to you to provide you with further details concerning your refund. 

  Meanwhile if you have any additional questions or concerns please feel free to leave them in your response here. 
  
  Thank you for your patience and understanding on this matter. 
  
  Warm regards, 
  
  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.
  
  
  

• Initial Complaint

  Date:01/03/2024

  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.

  Offer number: ****************** New device order number: ***************** On Jan 27, I bought the new Samsung S24 and participated in Samsung's trade-in program, Prior to sending in my device, I took all necessary precautions to ensure that my phone met the trade-in requirements. I removed all accounts, disabled Find My Phone, turned off any security measures, and performed a full factory reset to erase all personal data. (I have proof for all of that) Today, I received communication from ******** stating that the trade-in value of my Galaxy S8 had been arbitrarily reduced from the initially quoted amount of $10 to $0. This decision was purportedly made due to the presence of "Anti-Theft" with 0 evidence supporting their claim. I want to emphasize the level of frustration and anger I feel as a result of this situation. Not only have I been unfairly deprived of the promised trade-in value, but I have also been subjected to a lack of transparency and accountability in the process. This experience has severely tarnished my trust in Samsung's trade-in program and the integrity of its associated partners. I demand immediate rectification of this situation, immediate reinstatement of the originally quoted trade-in value of $10 for my Galaxy S8. Failure to address this matter satisfactorily will leave me with no choice but to explore alternative avenues for recourse and to reconsider my loyalty to the Samsung brand. I trust that Samsung will take swift and decisive action to resolve this issue and restore my faith in its commitment to customer satisfaction. Looking forward your reply as soon as possible

  Business Response

  Date: 06/03/2024

  Hello *******, 

  Thank you for contacting Samsung Canada Online Shopping! We represent the esteemed Office of the President. 
  
  Firstly, we would like to apologize for the inconvenience this has caused. 

  We have opened an investigation onto your trade-in offer number associated with your order. We will be review the trade-in assessment and reach out to you with a comprehensive update. 

  Rest assured; our representative will be reach out to you to confirm the receipt of this response.

  Meanwhile if you have any additional questions or concerns please feel free to leave them in your response here. 
  
  Thank you for your patience and understanding on this matter. 
  
  Warm regards, 
  
  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.
  

  Customer Answer

  Date: 14/03/2024

  Samsung Canada decided not to reply me and took over a week to “investigate” on this $10 issue. This third party company has already charged my card with their despicable business practice while Samsung keep being silent. ******** *******! I will seek further action to defend my rights.

  Business Response

  Date: 27/03/2024

  Hello *******, 

  Thank you for your patience. 

  We have followed up on your case and would like to confirm that upon further review we have decided to honor the estimated value for your trade-in offer. 

  Additionally, we can confirm that the trade-in charge has been refunded to the method of payment on file. 

  If you have any additional questions or concerns please feel free to reach out to our team by phone or chat and we will gladly assist you further. 

  Thank you for your patience and understanding on this matter. 

  Warm regards,

  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.
  

• Initial Complaint

  Date:22/02/2024

  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.

  Galaxy Z Fold4, purchased in Jan 2023, stopped connecting to WiFi & mobile data following a software update in Jan 2024. This issue arose without physical or water damage, suggesting a direct link to the update. Despite many attempts, Samsung's customer service proved useless, with my concerns being redirected through various channels, ultimately leading to a visit repair center. This center proposed a motherboard replacement at an exorbitant cost, approximately 60% of the phone's original CAD 1600 value, a solution that seemed unreasonable given the software-related nature of the fault. A review on Samsung's site prompted advice to go to another repair center, which attributed the connectivity issues to the device's display, proposing a replacement for over CAD 700 plus tax. The display itself is in pristine condition, making this diagnosis both confusing & unwarranted. I faced significant barriers in communicating my issues, receiving little practical support/explanations. It has become evident that the malfunction is a consequence of Samsung's software update, not misuse on my behalf, raising questions about the fairness of incurring high repair costs for a faulty product malfunction. As the service provider and the fact that the phone was considerably affected immediately after their software update, I am seeking a solution where Samsung takes full financial responsibility for the solutions at no secondary cost to me. The financial obligation has been passed to me with a striking injustice, presenting not only a financial burden but a challenge to what is regarded as acceptable consumer rights and defense. This case outlines an immediate need for fair treatment, transparent processes, and a resolution that respects the foundations of needed support, statement, and refund. I request your involvement and counsel in mediating this vision, hoping to not just rectify but to hold Samsung accountable for its lack of professionalism Thank you

  Business Response

  Date: 22/02/2024

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

  Please supply a valid copy of your bill of sale and the tech report for further review by our specialists.

  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.
  H

  Customer Answer

  Date: 22/02/2024

  
  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,
  
  ****** ****

  Business Response

  Date: 23/02/2024

  Thanks for providing the bill of sale, please supply the tech. report and the correct model number and IMEI number for further review by our specialists as requested below.

  Customer Answer

  Date: 27/02/2024

  
  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:21/02/2024

  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.

  I have order New Samsung Galaxy s24 ultra and watch 6 online on 20 January 2023. Received the Package on 25th January. As I was busy with my other things didn't have a time to look towards the delivery but when I opened, found a partial delivery or missing watch6 from package. Called Samsung and they noted the S24 ultra is received but watch6 missing. Merium from claims escalation team said she investigate and get back to me, she found a package was properly packaged and sent out from Samsung warehouse so she Can't do any to get my watch6. I paid the amount for both products and they come up with this kind of statement. I sent her email (attached) with all the explanation I can think of but she never replied me back even today it's been 16 days now and I called Samsung multiple times they said reply on same email she has to contact me back I replied 3 times and still no response. Now I got an email to complete my trade in which is due this month. I would like to return my S24 ultra with full refund what I paid to Samsung for both products or Samsung should send me missing watch6. I have been a Samsung customer from 15years and I never saw such worst customer service even when customer has paid everything. All pictures of package and what I received already Samsung has *** * ** **** ********* ****.

  Business Response

  Date: 01/03/2024

  Hello *******, 

  Thank you for contacting Samsung Canada Online Shopping! We represent the esteemed Office of the President. 
  
  Firstly, we would like to apologize for the inconvenience this has caused. 

  We would like to inform you that we have reopened the investigation onto your missing product in shipment claim.

  Additionally, our representative will be reaching out to you shortly to confirm the receipt of this response. 

  Meanwhile if you have any additional questions or concerns please feel free to leave them in your response here. 
  
  Thank you for your patience and understanding on this matter. 
  
  Warm regards, 
  
  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.
  
  
  

  Customer Answer

  Date: 04/03/2024

  
  Better Business Bureau:
  
  Hello,

  I have found the Missing watch6 and informed you guys by calling in, 6 days back. My problem was not finding the watch6, it was your representative Merium who was not replying to emails and their was no other way to contact you guys other than BBB. But now the problem is solved and you can close the case. I would like to mention one more thing, i suppose to get a $100 discount which was not working at the time of ordering online, and when i called in to get the code they said you order the devices and once order go through they will apply the discount. But i never saw any $100 discount on my bills. If i get the discount good if not, this is my last purchase at Samsung. Thanks for replying here.
  Sincerely,
  
  ******* ***** ****

• Initial Complaint

  Date:21/02/2024

  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 have purchased a Samsung fridge about 10 years ago. This is the model that is having the ice maker freeze up in the fridge and needs defrosting every month or so. Model - ************** 

  Business Response

  Date: 22/02/2024

  Dear Mr Mcauley

  We encourage you to contact us through 1-800-SAMSUNG, Chat (www************************) or text us at WECARE (*** ***) to gather further details to provide assistance.

  Thank you, 
  

  Samsung Canada

  lv

• Initial Complaint

  Date:21/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Samsung galaxy s23 ultra. A few weeks ago the screen went all weird. I went to my carrier (******) and they told me that my phone is still under the 12 manufacturer warranty. They told me too call samsung Canada so I did. I called them, told them what was going on and they sent me to the Samsung dealer who fixes their phones. Went to the place. I showed the guy what was going on with my phone. He took it to the back and came back about 6 mins later. He said that the issue is the phone amd it is the screen which is still under warranty. He then said because there are some scratches on my screen and that there was a dent in the phone, Samsung will not fix my phone. I wasn't very happy with him I called samsung back and they told me that they will not fix my phone even after they told me that it is there issu with the screen. I was mad. So I said too the person, who in today's world doesn't have some sort of scratches etc on there phones. The one year warranty is almost up and they won't fix it. She then said that I can ship my phone out to a different Samsung store at my cost. They never said about giving me a loaner. So I said to her, you expect me to send my phone away at my cost and not have a cell phone while mine is getting looked at. She said that is your only option. If I were to send out my phone and they found the so called same thing then they will not fix it and if I want it fixed, I will have to pay for it out of my pocket.

  Business Response

  Date: 21/02/2024

  Hi,
  
  Please accept our sincere apologies for the inconvenience you may have experienced. 
  Please be advised that physical damage is not covered under warranty, and 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 1800samsung.
  
  Thank you for your time.
  H

• Initial Complaint

  Date:21/02/2024

  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 want to purchase Indigo Colored Samsung Galaxy S23FE. I saw a special on this phone on the following address: https://**************************************************************************. The special is as follows: Regular Price: $949.99. Save $280.00 until 15 Feb. 2024, 23:59 ET.From Total $669.99. The unit is “out of stock”. The law in Quebec says this: “Mandatory statement in an advertisement If quantities are limited, the merchant must specify the exact quantity in stock in the advertisement. In such a case, statements such as “quantities limited” or “while supplies last” are not enough. If the item is out of stock What happens if the merchant did not specify the quantity and the item is out of stock when you go to the store during the sale? You may ask the merchant to offer you a similar item of equal or higher value. Some merchants will give you a deferred purchase coupon that will let you buy the item later at the sale price. If the merchant refuses to compensate you, you can file a complaint with the Office de la protection du consommateur. The page titled Contact Us lists our contact information.” ****** *** ******* * ********************************************************************************  I want to purchase the phone in another colour at the price that was advertised per the laws in the Province of Québec. The terms and conditions of Samsung also say that you have to respect the law here: For users within the Province of Quebec, all issues and questions concerning the construction, validity, interpretation and enforceability of these Terms of Use or any matter related to these Terms of Use will be governed by and construed in accordance with the domestic laws of the Province of Quebec and the federal laws of Canada applicable therein. Please either provide voucher or let me buy the phone at the price that is listed in the special. Thank you, ***** *************

  Business Response

  Date: 01/03/2024

  Hello *****, 
  
  Thank you for contacting Samsung Canada Online Shopping! We represent the esteemed Office of the President. 
  
  Firstly, we would like to apologize for the inconvenience caused by the unavailability of the Galaxy ***** ***** in the Online Exclusive colors. 
  
  We have reviewed your case and would like to extend a one-time exception to offer you an e-voucher. This voucher will allow you to place an order for the Galaxy S23FE 256 GB in your preferred color at a discounted price point.
  
  Additionally, our representative will be reaching out to you within the next 48 business hours to provide the details. 
  
  Meanwhile if you have any additional questions or concerns please feel free to leave them in your response here. 
  
  Thank you for your patience and understanding on this matter. 
  
  Warm regards, 
  
  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.

• Initial Complaint

  Date:21/02/2024

  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.

  Purchased a phone on January 22nd order number ***************** I realized afterwards while placing another order for my wifes phone that our totals were not matching and that the additional influencer $50 discount code was not applied to my order. I contacted Samsung Chat andt hey told me they will apply the discount and I will get an email confirmation in 3-5 business days. I never received any email in the specified time neither did I see any credits on my credit card. On February 15th I contacted live chat they tell me the do not have a record of the conversation and they could not apply the discount, asking me for a chat id which the chat does not provide since even that chat did not have a chat id. I cannot provide things that I don't know. Since they were not able to apply the discount as it was promised I asked to return the phone and receive my trade in back to me. I also called Samsung 1800 number been on a call for an hour and they are telling me the promotional period has ended!?!? And telling me that I am outside of the return window. Case number for call back ******** I would like either the credit of $50 which I was promised that would be credited or would simply like to return the phone and get my money and trade in back. We purchased another phone for my wife on the 28th of January and all the discounts were properly applied online under a different order number under her account, this is what made me realize the difference in the total $ amounts. I would very much appreciate somebodys help in this matter ** *** * *** *********** ** *** ******** ** ** ****** *** **** ***

  Business Response

  Date: 01/03/2024

  Hello ****, 

  Thank you for contacting Samsung Canada Online Shopping! We represent the esteemed Office of the President. 
  
  Firstly, we would like to apologize for the inconvenience this has caused.
  

  We would like to inform you that we have opened an investigation in regards to your concern and we will be reviewing all of the interactions.

  Additionally, our representative will be reaching out to you within the next 48 business hours to confirm the receipt of this response. 

  Meanwhile if you have any additional questions or concerns please feel free to leave them in your response here. 
  
  Thank you for your patience and understanding on this matter. 
  
  Warm regards, 
  
  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.