Samsung Electronics has a poor customer experience.
Samsung Electronics faces significant criticism from consumers, with an overwhelming majority rating their experiences poorly. Reviewers frequently express frustration with the company's customer service, describing it as unresponsive and inadequate.
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Many report issues with product quality, citing problems with appliances like refrigerators and dishwashers that fail shortly after purchase. Specific complaints include defective items, such as a damaged TV upon delivery and malfunctioning smartphones after software updates. While a few customers mention positive experiences with Samsung products in the past, the current sentiment reflects a stark decline in satisfaction. Overall, the negative feedback dominates, highlighting a troubling trend in service and product reliability.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
1.2
120
100%
+0.2
● Low
1.2 / 5 overall
=
120 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Aug 2025.
Last 3 months
1.4▲ 0.2
12-month avg
1.2
All-time
1.2
Category avg
4.0
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Jan 25
1.0
5
Feb 25
1.0
11
Mar 25
1.2
17
Apr 25
1.0
6
May 25
1.0
12
Jun 25
1.9
9
Jul 25
—
0
Aug 25
1.3
60
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 120 most recent reviews.
Top complaintsof 113 negative reviews
Customer service39%
44 mentions
Payment issues8%
9 mentions
Delivery7%
8 mentions
Response time6%
7 mentions
“Vor 3 Wochen haben wir unserem Kühlschrank gekauft und im Betrieb genommen, seit dem knackt es mit so einem komischen...”
On “Customer service” · Aug 31, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Electronics & Technology.
Overall rating and review count for this company and similar companies
Dos semanas de demora de la fecha de entrega acordada, tras varias llamadas resulta que no lo van a entregar porque el producto estaba dañado y por política de empresa no lo envían de nuevo (vaya política, no entregas el producto por un fallo tuyo y no subsanas el error con otro producto, haces que el cliente tenga que preocuparse de enterarse de lo que ha pasado y encima realizar todas las gestiones), dos semanas más y seguimos sin reembolso, en cada llamada aseguran que quedará solucionado ese mismo día, pero es una mentira tras otra. Muy mala gestión, no recomendaría comprar aquí.
Absolute joke of a company and moving back to Apple. Spent a grand on the flip 5 last year which has now literally fallen apart at the hinge where it folds… gets sent for repair and is concluded a customer fault because theres also a slight scratch on the outside of the phone. ITS THE HINGE WHERE THIS PHONE FOLDS WHERE ITS FALLEN APART. Its like a car crashing into you yet your insurance says its your fault because you’ve also got a bit of kerb rash on your alloys!! Absolute idiots
What types of products does Samsung Electronics manufacture?
Samsung Electronics produces a wide range of consumer electronics including smartphones, tablets, televisions, home appliances, computer monitors, and memory storage devices. They also manufacture semiconductors and display panels for various electronic devices.
How can I contact Samsung customer support?
You can reach Samsung customer support through their official website's live chat feature, by calling their customer service phone line, or by visiting an authorized Samsung service center. Contact information varies by region and can be found on Samsung's official website.
What is Samsung's warranty policy for their products?
Samsung typically offers a standard manufacturer's warranty that varies by product type and region. Most consumer electronics come with a one-year limited warranty, though some products may have different warranty periods. Specific warranty terms and conditions can be found in the product documentation or on Samsung's website.
Where can I find Samsung service centers for repairs?
Samsung has authorized service centers worldwide that can be located using the service center finder on their official website. You can search by your location to find the nearest authorized repair facility. Many locations also offer walk-in service as well as appointment scheduling.
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Does Samsung offer software updates for their devices?
Yes, Samsung regularly provides software updates for their smartphones, tablets, smart TVs, and other connected devices. These updates typically include security patches, bug fixes, and sometimes new features. Updates are usually delivered over-the-air or can be downloaded from Samsung's support website.
How do I register my Samsung product?
You can register your Samsung product by visiting their official website and creating a Samsung account, or through the Samsung Members app on mobile devices. Product registration helps with warranty tracking and provides access to exclusive offers and support services.
What should I do if my Samsung device stops working?
First, try basic troubleshooting steps such as restarting the device or checking connections. If the problem persists, contact Samsung customer support for guidance or visit an authorized service center. Make sure to have your product model number and purchase information available.
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Es ist grottenschlecht, was ich z.Zt. im Samsung online Shop erlebe.
Rücksendung> Retoure
Es bewegt sich einfach nichts bei Rücksendungs Anmeledung. Angeblich wird ein Ticket für eine andere Abtl. erstellt und msb erhielte ein Label zur Rücksendung.
Zwei Stunden später kommr eine mail> wir haben den Fall geschlossen zu Ihrer Zufriedenheit! Kein Label nichts. Dazu wird man fast dazu genötigt eine positive Bewertung des ganzen abzugeben. Warte noch einen Tag dann Jurist!
ICH WARNE DAVOR MIT DEM SAMSUNG ONLINE SHOP ZU ARBEITEN
Scam-Angebote mit Rufnummernverlust und unschöner, ahnungsloser Kundenservice
Also ich weiß gar nicht, wo ich anfangen soll.
Nicht nur, dass der Service keine Ahnung hat, sondern auch die Angebote unglaublich scamy sind.
Ich kaufte ein neues S25 (Vorbestellung) im Angebot Ende Januar im offiziellen Samsung Online Shop mit Telefonvertrag (in dem Fall bei der Telecom).
Die Zahlung wurde abgewickelt, die Identität bestätigt.
Da ich meine Rufnummer auf KEINEN FALL verlieren wollte, (geschäftliche Partner seit Jahren etc. hatten alle diese Nummer), beantragte ich noch vor dem Abschließen des Kaufvertrags meine Rufnummernmitnahme und ließ meinen alten Vertrag (mit dann einer fremden/neuen Nummer) damit auslaufen. Telecom sicherte mir meine alte Nummer, die ich mitnehmen wollte, zu und öffnete meinen Vertrag, ging alles super schnell.
Dann paar Tage später Stornierung von mobliezone (Samsung) und somit weitergeben an Telecom. (Nummer nun bei der Telecom, ohne Reaktivierung des Vertrags seitens Samsung wäre die Nummer weg oder ich müsste meinen meinen Vertrag + zusätzlich neue Anschlussgebühren + 2 Jahre ohne Handy zahlen). Super, Kosten ohne Ende und 2 Jahre Vertrags gebunden ohne neuen Gerät - für nichts.
Nach geduldigen, tagelangem hin-und-her Telefonieren mit beiden Seiten und der Behauptung seitens Samsung von "nicht unsere Schuld"(Samsung hat die Stornierung veranlasst, also ist diese Aussage totaler Quatsch) zu "ja wir wissen auch nicht wie und warum das passiert ist" mit ahnungslosen (teilweise unschönen) Mitarbeitern und 6 Ticketanfragen später, wurde ich mit 30 Euro in ihrem Onlineshop verschmerzt - dass ich mehr als einen Monat nicht erreichbar war, es den Verlust meiner Rufnummer mit sich trug (!) und es nur noch schlechtere Angebote im Shop gibt, das ist Samsung dann für den Endverbraucher natürlich egal. Wirklich eine Frechheit.
Seitens Telecom sagte man mir, dass Samsung sich sehr wahrscheinlich beim Angebot verkalkuliert hatte, sie dadurch zu hohe Verluste gemacht hätten und alle Verträge, die man noch auflösen kann, auflösen musste. Es gab ja kurz darauf ein neues Angebot im Shop, aber 240 Euro teurer.
Wie man so inkompetent seine Verträge abschließen lässt, nur, um dann am Ende seine Kunden anzulügen und ihnen damit auch noch schadet, ist mir ein Rätsel.
Viele der Kommentare hier haben ja ähnliche/ gleiche Erfahrungen gemacht. - weiß nicht, warum einige gelöscht wurden.
Ich persönlich bin einfach nur sauer.
Pues fatal no, lo siguiente, una vez les compras, desaparecen. Mucha palabrita pero me trajeron una lavadora y secadora y tras un mes ahí sigue, sin instalar, igual la secadira. Mucho descolgar el teléfono y buenas plabritas pero ni te llaman, ¿para qué? Ya pagaste,así que aquí estoy buscando quien me la pueda instalar. Si les llamas por avería idem, te van contestando cada 4 o 5 minutos o así por el chat y si tú ya, desesperada, tardas em contestarles a ellos 2 minutos porque claro, te cansas de esoerar respuesta te cirtan por "inactividad", en mi caso porque no les redoondí ok al tema de pasarme con un técnico. Son unos timadores, irresponsables que te llevan los electrodomésticos y se inventan lo que sea para no instalarlos y ya...Samsung desaoarece. FATAL. Tenía todos los electrodomésticos y telégono de la marca pero NUNCA MÁS, en teléfino me paso a la mazanita. Y voy a ir a consumo a denunciarlo
Extremely Frustrating Experience with Samsung Online Store
I pre-ordered the Samsung S25 Ultra on January 25th with an expected delivery date of February 10th, as stated in the email I received. However, things took a turn for the worse when I contacted their customer service. They first told me there was a delay due to high demand, and my delivery was pushed to February 13th. Then, it was delayed again to February 28th, and now they’re saying I might get it by March 2nd.
What’s worse is that the order status has been stuck at "preparing order" this whole time with no updates. Meanwhile, I’ve seen that retail stores have stock of the S25 Ultra, so I’m left wondering where all the stock is going and why online customers are being left out. It's incredibly frustrating to see Samsung pushing sales and promoting new units when they clearly don’t have enough stock for pre-order customers like myself.
I still don’t have the phone after nearly a month of waiting. Samsung's online store has been a major letdown, and it seems like they're more interested in making sales than actually fulfilling their pre-orders. I can’t recommend ordering from their online shop based on this experience. I can’t recommend ordering from their online shop at all.
Televisión comprada el 9 de febrero. Me llaman para instalarla el 15 de febrero. No aparece nadie. Más de 10 llamadas quejándome y no me dan ninguna solución. A día 20 de febrero sigo sin televisión y sin dinero. NO LES COMPREIS NADA.
Ho preordinato un S25+ oro rosa il 27 gennaio e hanno annunciato che la data di consegna sarebbe stata il 10 febbraio, ma oggi, 17 febbraio, è ancora nella fase di Richiesta spedizione e l'assistenza WhatsApp non fornisce alcuna risposta corretta o convincente. Non comprerò più da Samsung.
My package has been delayed for so long and Samsung is not taking any ownership and saying its out of their hands and it is up to me to handle and contact Purolator disregarding the fact that I told them I contacted them many times and they just directed me to Samsung to find the answer. Samsung will not cancel the order nor provide any compensation or any resolutions to the problem. As a customer I had to spend so much time to ask about my delivery package and they don't take responsibility although their policy is that the customer does not retain ownership of the delivery until it is delivered. Samsung retains ownership and responsibility but they won't do anything about this issue. Just a frustrating ongoing cycle. Do not want to buy any more Samsung products bc their system and service is too unprofessional and frustrating for the customers leaving customers at a disadvantage.
Meritano lo ZERO assoluto !
Pratiche scorrette per far acquistare prodotti .
Samsung s25 Ultra Verde Giada 1TB, disponibile, spedizione 2/3 giorni lavorativi .
Ordine effettuato .
Il giorno dopo controllo lo stato dell'ordine , SPEDIZIONE IL 25 MARZO !!!!
Quindi Samsung fa credere che il prodotto sia disponibile ma in realtà non lo è...
Servizio clienti inutile , inesistente , al telefono rispondono dopo 2 ore di attesa ...non scherzo , 2 ore !
Mai più
Hatte im November 24 ein Bundle bestellt (Galaxy 24 + Watch). Geliefert wurde nur das Handy. Seither laufe ich dahinter hier, was mit der Watch ist, bzw. wann die geliefert wird. Zig E-Mails und Anrufe beim Support. Nur Blabla und Standartantworten. Im Chat hängt man immer locker 40 Minuten, bis man eine Auskunft erhält. Stattdessen ellenlage Abfragen nach Daten. Bis heute keine Änderung des Sachstandes. Was ist nur aus Samsung geworden? Über den Shop bestelle ich nichts mehr.
Un lío de tiendas distintas, códigos de descuento que no funcionan, los precios cambiando continuamente en la web.
Una auténtica estafa, pedidos que no se pueden cancelar, durante días nadie atiende en atención al cliente, problemas para recuperar mi dinero.
La PEOR EXPERIENCIA DE COMPRA DE MI VIDA.
🚨 Shocking Customer Service – Samsung Refuses to Honor Consumer Rights 🚨
I am beyond disappointed with Samsung’s customer service. I purchased an Odyssey Ark 2 55" monitor costing £2,599, and when I finally unboxed it, I discovered that it was damaged. Unfortunately, due to circumstances beyond my control (my office was being refurbished), I wasn’t able to check the item immediately.
When I contacted Samsung, they refused to offer a replacement or refund, hiding behind a 72-hour reporting policy. This is despite the fact that UK consumer law – the Consumer Rights Act 2015 – states that faulty goods must be repaired, replaced, or refunded. Samsung’s refusal is not only unfair but also potentially unlawful.
To make matters worse, their response was instantly dismissive, and they have ignored my attempts to escalate the issue. I’ve been a loyal Samsung customer for years, but this experience has been nothing short of a nightmare.
📢 Warning to future buyers: If you receive a damaged item from Samsung, they will do everything they can to avoid responsibility. Their customer service is unhelpful, and they clearly do not care about their customers once they have your money.
I will now be taking further action through Trading Standards, my bank, and legal avenues to get the refund I am rightfully owed.
Avoid Samsung at all costs unless you’re willing to risk losing your money!
I have been a longtime user of Samsung devices and home products for many years at this stage, always praised them for providing professional support and making quality products.
After a recent purchase from their website (S25 Ultra) which I was a little on the fence about as their flagships have seen incremental improvements each generation and my S22 had been working just fine.
I ordered the phone which arrived on Saturday and as many other users would do - decided to have a look and see what improvements there were, in the performance generally and camera from the previous generation. Short answer; not much.
So as of today I contacted Samsung support to arrange the return of the item, as I have done before with competitors Apple and Google with no issue. However, with Samsung they sneakily add in that if the item is even so much as removed from the box that they will charge 20% of the device's value to even return it. That's on top of £5.99 return postage.
Are Samsung that destitute that they need to nickle and dime the customer to recoup costs for distance selling? Under consumer rights law it should be expected that the recipient of a product be able to reasonably use an item with no damage incurred for a full refund. Apparently not in Samsung's case and I wonder if when this policy was enacted if they'd bothered to review how consumer law works in the UK.
Currently I am looking at either 20% of the overall product value, or 20% of the amount I have paid to date (£110), the live chat agent 'Steven' who speaks in broken English and using terms like 'Trust me' when I request for an escalation for the 4th time to a manager has not yet been able to clarify. This is exactly what you get from outsourcing support roles to non-English speaking regions with ZERO experience in customer support.
The live chat is still ongoing, started at 1:12PM, and it is currently 2:44PM - still no closer to an answer or to speak with another agent/manager.
Bottom line - avoid Samsung UK directly like the plague, use a 3rd party business to buy your products if you continue to be a user so you do not have to deal with their bogus policies. As for me, I'm now rethinking my whole approach when considering Samsung as a consumer in the future.
I doubt very much a representative will respond to this review and will be as unhelpful as the agents that they outsource their services to for customers.
Buonasera è una settimana che cerco di comprare S25ultra su samsung shop punto primo menomale non l'ho preso leggendo ora le recensioni degli altri utenti......comunque alle 10 la sera me lo da disponibile verde ma da errore il sito la mattina alle 6 esaurito.......controllo tutte le sere ora lo dà disponibile e da 1859 che costa con vari sconti lo pagherei 1457 cerco di comprarlo tramite paypal e dice credito insufficiente......provo con carta di credito e dice credito insufficiente e vi garantisco la disponibilità c'è.........ora stò riprovando e non mi carica la pagina........questi sconti che ci sono uno scade il 31 gennaio 25 l'altro il 2 febbraio 25... .poi il cellulare torna a 1859 ho pensato che fanno passare il periodo sconto e dopo me lo fanno acquistare........ci hanno perso loro io ho cancellato l'app samsung shop e ero intenzionata a comprare il telefono nn lo faccio più xkè dal 2 febbraio verrà messo anche in negozio a 1859......ed io sul sito lo avrei pagato 1457......ben 400 euro meno poi il colore che volevo io è disponibile solo on line GRAZIE SAMSUNG MI AVETE FATTO RISPARMIARE 1859 EURO O 1457 xkè a prezzo pieno e di un altro colore in negozio non lo comprerò mai x la presa di giro fatta sul sito........assistenza inesistente
Sitter med en trasig TV som vi har beställt via Samsung shop för drygt tre veckor sedan,
Tv vägrar att starta sedan dag ett
Har vi varit i daglige kontakt med deras ohälsosamma och okunniga kundtjänst som vägrar att fatta ett beslut om eventuellt utbyte/ reklamera den,
Har skickat bilder på tv och emballaget och inget som händer,
Det känns som de vill dra ut på tiden och hoppas på att vi ska ge upp!
jag har pausat betalningen tills vi få ett besked.
Väldigt dåligt av Samsung..
R.M
Esperienza pessima su Samsung Shop, mi mandano un tracking sbagliato di una spedizione non mia (consegnata in Austria a dicembre). L'assistenza su Whatsapp risponde dopo ore dicendomi "le cuffie risultano consegnate, non le hai ricevute?". Evidentemente ho beccato quello più sveglio del servizio clienti, che non si è scomodato nemmeno per guardare le date dell'ordine e della consegna. Non sa darmi una risposta, si limita a dire che "probabilmente" c'è stato un errore, mi apre una pratica, ora a quasi 48 h non so ancora nulla. Al momento non so quando arriva l'ordine e non posso organizzarmi per farmi trovare a casa. Chiamo l'assistenza al telefono, la voce registrata mi comunica che mi risponderanno dalla Romania o dall'Egitto (!!!). Oltre 800 € di ordine totale e non posso parlare nemmeno con un'assistenza che risponde dall'Italia.
Diciamo che Samsung è ben lontana dall'essere un marchio premium. Delusione totale.
Scrivo per denunciare l'accaduto e nella speranza che chi legga non compia il mio stesso errore.
Il 16 gennaio 2025 ho effettuato l'ordine e il relativo immediato pagamento del s24 amber yellow 256GB, tornato disponibile solo il giorno prima. Grazie ad una serie di codici promozionali, l'ho pagato con uno sconto di quasi il 50%. La spedizione era prevista per il 24 gennaio. Ho monitorato costantemente lo shop e ho visto che questo dispositivo ha continuato ad essere disponibile fino al 22 gennaio incluso. Il mio ordine, tuttavia, non è mai andato oltre la "richiesta spedizione". Il 23 gennaio chiamo quindi l'assistenza per sapere se tutto fosse regolare e mi assicurano che il pacco sarebbe partito il giorno seguente.
Arriviamo così al 24 gennaio e tutto tace. L'ordine continua a stare fermo a "richiesta spedizione", così decido di ricontattare l'assistenza per capire se ci fossero dei ritardi. Con mia grande sorpresa mi viene detto non solo che il prodotto NON È IN STOCK, ma che non si sa nemmeno QUANDO e SE sarebbe mai tornato disponibile. Questo dopo che, ripeto, l'operatore del giorno prima mi avesse garantito la spedizione per il giorno seguente. Mi viene consigliato di cancellare l'ordine, cosa che faccio immediatamente. Avevo effettuato il reso di un altro dispositivo samsung (neanche aperto) proprio perché era tornato disponibile il modello che volevo, oltretutto a un prezzaccio.
Quindi ora non ho nè l'uno né l'altro, ma solo 1200 euro bloccati sulla carta. La cosa che più mi fa rabbia è la presa in giro e l'avermi fatto pagare per un articolo che mi sarebbe FORSE arrivato chissà quando. In tutto questo, avevo applicato diverse scontistiche all'ordine, scontistiche che non potrò più recuperare!
Mi è stato offerto un misero 20% di sconto (NON CUMULABILE con altre promozioni) da applicare sui nuovi modelli.
Senza ombra di dubbio l'errore è stato mio che mi sono fidata del samsung shop, per cui sconsiglio a tutti di affidarcisi.
Rimango in attesa dei rimborsi per poi cancellare l'app e non sentir mai più parlare di samsung.
The worst e-shopping experience ever.
I've bought a Galaxy Fit3 on the site on Jan 11, 2024, with delivery to am automatic package box. The order was delivered to the box on Jan 13, but no opening code was provided, so I could not get the package. I've contacted the support twice, and was assured that the relevant employees are on it, and even received a call back, asking for patience and assuring that they'll send me the code soon, and I received no any code, called the support again, they told me that there was no ticket open, assured me that they've opened a new ticked with high priorty, and nothing happened again.
Today I found out that the order was cancelled by the shop, waiting for the funds to go back.
The support is absolutely useless, and much worse than that. No support would work much better, as I would just cancel the order myself the moment I realise they sent no code.
Does Samsung offer trade-in programs for old devices?
Samsung frequently offers trade-in programs where customers can exchange eligible older devices for credit toward new purchases. These programs are typically available through Samsung's website, authorized retailers, and participating carriers. Trade-in values depend on the device model and condition.
How can I find user manuals and documentation for Samsung products?
User manuals and product documentation are available for download on Samsung's official support website. You can search by product model number to find specific manuals, quick start guides, and technical specifications. Many newer products also include digital manuals accessible through companion apps.
What is Samsung Knox and which devices support it?
Samsung Knox is a security platform built into many Samsung devices that provides enterprise-grade security features. It's primarily found on Samsung Galaxy smartphones and tablets, offering features like secure folder functionality and enhanced data protection. Knox is designed to protect both personal and business data on supported devices.
How do I reset my Samsung device to factory settings?
The factory reset process varies by device type, but generally can be accessed through the device's settings menu under system or general management options. For smartphones and tablets, you can usually find this under Settings > General Management > Reset. Always back up important data before performing a factory reset as this will erase all personal data.
Where can I purchase genuine Samsung accessories and parts?
Genuine Samsung accessories and replacement parts can be purchased through Samsung's official website, authorized Samsung retailers, and certified service centers. This ensures you receive authentic products that are compatible with your Samsung devices. Avoid purchasing from unauthorized sellers to ensure product quality and warranty coverage.
