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:11/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have a claim open with Samsung directly with a new oven (Samsung Bespoke 30 in. 6.0 cu. Ft. 5 Burner Smart Slide-In Gas Range with Air Sous ********** Fry) we purchased in April through **********. On Wednesday, August 7th I received a call from my mother that our house was on fire because the oven was burning. That day, my sister, boyfriend and I went to ********** and my mother was the only one home. My mother currently does not live inside the main house but on the outside unit. My mother was leaving the house when she was walking outside of the house to the front when she noticed we had received a package from the post office. So, the package didnt get stolen, my mother opened the front door to put the package inside the house and thats when she noticed the smoke coming from the kitchen. As she approached the smoke, she saw that the oven was caught on fire not knowing how or what to do. She opened the oven and thats when the fire started getting bigger and coming out. My mother was so scared and afraid that she ran outside asking for help and my neighbor called the fire department. The fire department came and made a hole in the dry wall to see if it was electrical or a gas leakage and they confirmed that it wasnt. After they left, my mother was left with a full house full of smoke, ashes and a burned oven that she had to ask a neighbor for help to take outside. We contacted the ********** Allstate Warranty because thats the extended warranty we had, and they directed us to Samsung directly since we were still under the 1-year manufacturing warranty. Since then, Ive been going back and forth with Samsung regarding my oven and have been unsuccessful. Ive lost count of how many representatives Ive spoken to and how many technicians have come to my house to review the unit, needless to say its been circus. Ive spoken to so many representatives from customer service to specialty claims departments and have had the worst experience. Please help

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 high end range, found some scratches and a lower price, I contacted Samsung regarding both issues. It states free returns . I requested a price match and how to make the issue resolve. They stated there is a restocking fee. So how idle that free returns (false advertisement).

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In 2018 I purchase a set of appliances through ******. One of the appliances purchased was a Samsung Fridge that has the screen in the front door. Last month the fridge died on us. After a bitter back and forth with Samsung to have a tech come over the check the fridge. When the tech came over, it was diagnosed that the compressor was dead. A new compressor was installed, and all the other peripherals associated with it. Out of my pocket, I had to pay $747 plus $229 for the inverter card non-reimbursable and Samsung only covered the cost of the compressor. It worked for about 4 days, then the fridge died on us, again. This time, the tech came over again and diagnosed that the inverter card was bad. I installed a brand new inverter card purchased through the Samsung website and guess what...it did not worked. I called the tech again, and it was deemed NON-REPAIRABLE. I called Samsung and I was required to submit the original receipt of when I purchased the fridge, which I did not had. Samsung then said that because they could not determine when I bought the fridge, they could only offer $1,064 as a refund. I declined the offer and even their supervisor said the same thing. It was such an insult because in the end, I ended up paying out my pocket that much and the fridge still don't work and I have a family with children !!! Now, what I want is that Samsung refund me the amount I paid for work done plus the refund offered because it is not fair I paid for something they could not even fix, which means, they appliances are really defective and is a very expensive defect I have to face now. I will have to end up buying a more reputable brand that is not named Samsung so my family will not continue to suffer without a fridge. So Samsung, either replace my fridge or reimburse the money already spent plus the refund. I find that request very reasonable.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 March 12th I ordered a fridge from Samsung. I did this because I live in a house with a kitchen upstairs and we could not move a fridge up the stairs. I picked Samsung as I was able to get free delivery and installation. The delivery team they sent was awful! RXO (who I have also filed a complaint against) refused to do the job and lied to my husband and I multiple times about why they would not install the fridge. They basically did not want to move the fridge up the stairs so they made up multiple lies to say why they couldn't do it.. including lying to Samsung and saying the fridge was to big and would not fit up the stairs. After 4 weeks of arguing with RXO and Samsung to try to get this fridge installed they refused to do it and Samsung refused to help because of the lies from RXO. Eventually we paid friends to help us move it up the stairs. We had to pay out of our own pocket to have the fridge installed after not having a fridge for a month. And if we had not have done that we would still not have a fridge. Not only did the fridge fit but it went upstairs just fine on a dolly. We had everything set up for them and they just refused and lied. I took multiple days off work to try to accommodate the delivery team that would not accommodate me. When I asked Samsung for compensation for this all they will offer is a "promo code" to their store. And despite multiple attempts to try to get this resolved they refuse to work with me. I believe after all the stress I went through and time lost at work just to do the job that RXO an Samsung refused to do I deserve a Cash refund. They make excuses saying this is not possible but I am more than willing to accept a check or gift card as a refund. I love the fridge and want to keep it but definitely deserve to be compensated for them not doing their jobs and then giving their customers the run around when they s**** up. I included a picture of the fridge in my kitchen since they said it wouldn't fit.

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ***/*****,I am writing to file a formal complaint against Samsung regarding their failure to honor their one-year manufacturing warranty policy. I acquired a Galaxy S 23 Utral from ***** with Samsung being the manufacturer. Since then, I have faced numerous manufacturing issues with the device.From the onset, I encountered significant problems including the battery failing to hold charge, a delayed response from the screen, erratic behavior of the *** sensor, and sporadic occurrences of the phone screen going black. It's essential to note that I have not subjected the phone to any physical damage; there are no cracks or signs of mishandling.In accordance with the warranty terms, I promptly contacted Samsung to seek resolution for these issues. However, instead of receiving the expected support and assistance, I was met with a series of unhelpful responses and delays. Despite repeated attempts to address the problems, the issues persisted, and Samsung has failed to provide a satisfactory resolution.Additionally, I visited a Samsung repair center where I was informed that they lack the necessary parts to repair the phone. This revelation further underscores Samsung's inability to fulfill their warranty obligations and provide adequate support to customers experiencing manufacturing defects.Moreover, when Samsung proposed sending the phone in for repair without providing a replacement, they expected me to bear the burden of potentially being without a phone for 12 days. As a paying customer, it is unreasonable to expect me to continue paying for phone service while being without a device due to manufacturing defects.Furthermore, it is a common practice for companies to provide the next improved product as a replacement when the original product is no longer available. However, Samsung has failed to offer this option, instead attempting to sell me a newer model at an additional cost.I kindly request the Better Business Bureau to investigate this matter and facilitate a resolution between myself and Samsung. I am seeking either a replacement device that functions properly or a full refund of the purchase price. Additionally, I urge the BBB to hold Samsung accountable for their failure to honor their warranty policy and provide adequate customer support.Thank you for your attention to this matter. I eagerly await your prompt response and the resolution of this issue.Sincerely,**************************

• Initial Complaint

  Date:08/15/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 brought a cell phone from best buy and just after the two weeks to return the phone for a refund the phone start shutting down and restarting by itself. I went back to best buy and they said that I did not buy the warranty and I would have to take my phone to either *********** or *********** to let them look at it and both places are two hour drive from where I live and I don't have a car. I called Samsung and was told that I need to take the phone to a service center in Valencia which I did only to be told ten days later that the phone could not be fixed and I need to call Samsung back and ask for a replacement. I called Samsung and was told by ******** work ID #********** that I need to mail the phone and wait until they can see what is wrong with it and they don't have another phone I can use while this happens I asked to speak to a manager and she said no manager is available and she can have one call me back but I asked if i could wait on hold and she told according to the time of the day no one is available to speak with me and the time I spoke with her was before 4:00 PST. She said the manager was on another call and she is taken care of other customers and need to call me back but they have many managers but none of them are available they are speaking to other customer.

• Initial Complaint

  Date:07/25/2023

  Type:Delivery Issues
  Status:

  UnpursuableMore 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.

  Order number is US163626782 for a washer I bought at the end of last year through Samsung's website. The cancelled the order on their end but did not refund my Samsung finance account. They now sent me a letter in the mail yesterday saying I owe $594.89 by 8/03/23. I've confirmed multiple times that I did not receive this product and at this point I just want a refund.

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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've placed an order with Samsung online last year in December. The purchased amount is $86.47 They have not delivered the product until now and they do not have any information when it can be deliver to me. Whenever I call, they said that my order is delayed and do not have when it will be ready and asked me to cancel the order. At this point, I do not want to cancel my order because of how they handle the situation for the 3months. This is not a good act of their behalf. They sold me the product online and they should deliver instead of tell me they don't have any information when it will get delivered to me. That's stupidly insane answer from a such a big company line Samsung. I think I've waited long enough and I'm seeking help from BBB to resolved this matter for me as a consumer. my order number is US353853745 and I purchased this on Dec 21, 2022

• Initial Complaint

  Date:10/26/2022

  Type:Product Issues
  Status:

  UnpursuableMore 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 gas range from ****** and the oven locks and does not allow me to open. I have been calling and going back and forth with Samsung since September 1st with no resolution. Everytime I call i speak to someone that gives me different information. I have had 2 tickets open for a refund or exchange that has been denied. I have had a service tech sent over from Samsung to repair the unit with no success. I am going on 2 months dealing with the same issue with Samsung customer service NONE of the agents seem to read the notes and are reading off a script.

• Initial Complaint

  Date:06/15/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Because of manufacturing defect refrigerator leaked. Ruined hardwood floors. Manufacturing knows of defects. Offered me ****** floor repairs cost ******. And now rest of floor does not match and i have pride in my home. ****** is an insult please help