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The worst customer service I've ever experienced
Samsung allocated my order to a delivery company that doesn't even service my area, subsequently lost my order and has failed to meet commitments on returning calls, providing information or escalating as requested. I have only now been issued a partial refund after demanding one for weeks, and support staff just don't care as it is never their problem to resolve. I've been supposedly allocated a case manage I've never heard from either. They have lost me as a customer, and I would recommend you go elsewhere.
- Online store
You own Samsung product, but Samsung online support does not own you as a customer
I wish, I could read reviews before I decided to buy from Samsung Australia online store.
A very bad experience with online purchase and Ecommerce department support is nightmare. Does not matter what you are telling them, they all looks like robots replying with pre-defined answers.
Few of the common phrases you will listen from them are:
"I understand", "I know", "I am going to create a new support ticket" and "Sorry, we do not have access to" whatever you will ask them to do.
I place one order on 29th June (before 2 PM) considering that I ...will get it max in 2 business days. BUT it is now 2 weeks and I have not received this order and chasing them for last 2 weeks by calling and spending couple of hours with them almost every other day to know where is my order and what is progress and they never gave satisfactory or new update . According to Samsung they have sent my order to courier company and from their sound it gave me impression that they are now done with their job and are not responsible anymore if either I will get my order or not. And when I asked courier company they said Samsung has only sent us papers for the delivery but never sent us items to deliver. I am now stuck in between of Samsung and Courier and Samsung ECommerce support is doing nothing. After all this frustration I asked them to cancel my order and refund money so that I can buy from any physical store and shocked to know when ECommerce person said it will take another 30 days to get my refund. What a JOKE.
Scratched my floor during delivery
Driver scratched my floor during delivery when delivering 75 inch TVs and Samsung refuse to even talk to me to find out more. They just flat out deny it. I'm taking them to NCAT!
Absolutely nightmare if you want to get any help from Samsung.i wish I can give Samsung a big 0.
Spend your money some where else where you get better customer service.no charge come with phone are this is jock
Purchased a fridge on preorder and there is no delivery date in sight. Calling Samsung is useless they are the most in unhelpful people.
A JOKE SAMSUNG
Purchased a Samsung front loader online.
A week ago was washing a pair of jeans 3 long sleeve shirts.
The machine was making an odd noise
Had a look and all I could see was the rubber lining spinning in the machine.
After contacting the online purchase company who put through the problem
I contacted Samsung Australia Sydney No
No surprise not in Australia.
The consultant who was quite rude today said the Technician needs to look at the photo's to make sure it wasn't human fault or sabotage.
I explained I would never overload the machine and if I was that way inclined it would have had this failure before.
- Online store
Made a huge mistake by ordering a monitor
Ordered a monitor as I needed one badly. Paid online and chose delivery date to be 2 days from the purchase. The delivery is yet to be made after 6 days. Moreover, called their customer support and was told that the courier is not responding to them either. WTH??
Pains me to say it, but steer clear at all costs
I love Samsung products, they're usually my initial go to brand for most electronics. This will probably still be the case but I will not ever again buy anything direct from Samsung. Their customer service is beyond the worst you can possibly come across. The refund process literally takes months and requires forced pressure for them even to consider looking into it. I had a faulty phone, sent it to the repair centre, a few weeks later received the first response, "sorry no parts, refund required". Thankfully this was fine so I submitted the pa...perwork, was told 21-30 days for refund which is completely ridiculous in itself considering any other shop would never take this long. 40 days later, no refund. 2 months since they received my phone for repair and still nothing. Do not buy from Samsung store. It's always overpriced anyway compared to other online stores and they literally have zero customer service. Zero.
Samsung Care Plus (??) don’t even waste your time with it..
Paid top dollar [approx $2000) for the latest Samsung Note Galaxy when it first came out last year. Purchased the Samsung (so called) Care Plus thinking if I damaged my phone I would be looked after.. WRONG! Samsung Care is a complete waste of time if you want the same colour - as I did. Say goodbye to your beautiful mystic bronze phone as I have now had too. Furthermore, don’t expect a new phone either.. You get a refurbished phone in whatever colour they have in their “inventory” for returned phones. Even though they have plenty of your phone...s colour in stock for RETAIL shops, they have a DIFFERENT inventory - for some reason they were not able to disclose when I rang them. What you get in my opinion is the least popular colour and probably from another country as there are Branding differences on the back (see photos). The replacement phone I got does not display the IMEI number as the phone I purchased here does. Who knows why? But safe bet they aren’t from this country even though they are “genuine Samsung products”. If they were identical then why are the stock inventories different? I asked and again - no answer on that either. I said that for the amount of money I paid I expected at least the same colour but I just kept getting the same scripted generic response from their representative in their overseas call centre. While it wasn’t her fault, there was nothing she could do. See the photos of how the phone arrived in a box with nothing but a cheap single sheet of plastic covering the screen. Really poor service and definitely don’t expect any proper professional “care” from this waste of time product. Better off without Samsung Care ($250 plus $129 for each claim) and just repair the phone screen (in my case). Disappointing Samsung. Won’t be buying another one.
If I read the reviews before my purchase, I would have saved myself all the hassle I'm dealing with
Returned my new Samsung S21 ultra to be fixed(screen factory defect ), 5 weeks later and still NO solution, if they fixing a space rocket it should have been fixed by now! And there customer services are no better, you can't get a straight answer from.
Simple advice, save yourself the hassle and buy Apple products.
Do Not Buy Samsung Washing Machines
Purchased front load machine 13 months old and had broken drum which Samsung said was our fault, not covered.
Long time samsung supporter no more.
Very unhelpful Support from multiple sources. Facebook representatives only appear nice in the comments. E-Commerce store consistently make false promises. VERY VERY hard to reach Australian support, when you finally do they aren't very helpful and also make false promises. They dont track your order.
Taken almost 6 months and counting to get a phone I ordered back in Feburary. Original phone was faulty from factory, went through samsung online store process to get it replaced. Received an email advising they received the faulty phone and tha...t my replacement phone will be ready in 5 weeks. After 5 weeks, no update regarding my replacement phones where abouts - I contacted the E-commerce store, with the support team having no idea where my phone was and was questioning the reason for replacement and vague answers. I would call up every few days to track the update and they would never know what I was talking about. So the E-commerce support team weren't ever taking any notes. Finally got it escalated to an Australian support person who told me the phone would arrive a week later. I wait another week. I get no update, and contact the E-commerce store they said I was going to have to wait another 5 weeks. I contact the support again and he replied that he thought I had received my phone already.
- Online store
Awful customer service, thought buying from Samsung would be safer but feel that I have been scammed
Purchased a Samsung Galaxy S21 Plus (Phantom Gold) through Samsung.com.au on 21/05 during their trade in promotion. When my order arrived I sent my old device as per the trade-in agreement, however less than 10 days after it arrived I discovered a fault in one of the phone's speakers and proceeded to go to Samsung customer centre in Westfield Garden City (Mt Gravatt) 7/6/2021 where I was prompted to send the phone back to Samsung with the promise that I will receive a replacement or a repaired device within 2 week. During this time Samsung doe...sn't provide the customer with a loan phone so I have been without a phone so far. I have not heard back until the 22/06/2021 where I was informed by email that Samsung can only provide me with a refund for the device to which I responded that as I am without a phone I cannot accept this solution. The next day (23/06/2021) I received a reply offering me a refund as they don't have stock available or I can receive the faulty phone back unrepaired. This is utterly unacceptable for a company the size of Samsung. It's difficult to believe that they don't have any stock of a phone they currently advertise for sale on their online store, or that in the 2 weeks since they received my device they were unable to repair it either. Needless to say, they have both my old device (Samsung Galaxy S8 Plus) and my new, faulty device so I am without a phone, and the refund of $944.00 will not suffice to cover the cost of a phone from a different company of the same specifications and requirements. I have contacted the Office of Fair Trading and have lodged a complaint and will only accept a replacement or repaired device! Ref: 4325623423
Awful customer service. So disappointed.
We have a samsung fridge/freezer. The fridge part suddenly stopped working and we called Samsung for advice. We have only used it for 4 years and it was quite expensive. We got no help and no advice. We have many Samsung products but we will no longer recommend them nor will we buy them. So strange to thi k the one time you need help in so many years of usi g their products, you are just left on your own.
Don't bother... Buy from a reknown department store.
This review is to serve those contemplating buying direct from Samsung online store, rather than department stores such as J.B. hifi, Harvey Norman, Goodguys etc.....
'Stick with the traditional stores !'
I have purchased numerous Samsung devices & appliances over the years & the products themself are fantastic.
I have always purchased from regular, traditional department stores, such as those listed above, however, this time, thought I would try the Samsung online store direct.
There is no price benefit, just online convenience & free delivery... which adds substance to the adage: "Nothing is for free"
Frankly, the Samsung online experience stinks.
The online ordering process is clunky, cumbersome, & very impersonal....You select a day for delivery, Samsung take your money & confirm. You take a whole day off work to be home for the indicated delivery from a confirmation email & ON THE DAY, you get a text message stating that it has been shifted by 4 days. You respond to the text & you get a reply stating: "You will have to speak to Samsung" So... you call Samsung & after they disconnect you twice whilst on hold, you eventually get through with no outcome. Still no T.V. & still no new indicated date or apology. Back to J.B. HiFi for me..
Questions & Answers
DO you have a promotion from America running in Australia of $800000 the person in charge is Michael Hirst ID 038456 on site http://promobox-office.com/ is this genuine ore a scam. thank you Allan.
Are there any decent companies to deal with? after reading the reviews on washing machines decided to buy Samsung, but after reading about bad customer service.
Will have to rethink this decision.
Buy a Bosch, or anything else, just not a Samdung
I’ve had nothing but good service from Samsung. 7 year old washing machine fixed twice free of charge . No extended warranty or care plan . I’m not even a fanboy . I’ve got a Apple phone & computer , Sony Tv
7 years old and only needed to be repaired twice. Wow!
I had purchased a Note 10 from a Samsung store on the 7th November during the time the earbud redemption program was active. I was in two minds of buying the phone but the free ear buds were an enticing proposition. I filled the appropriate online form with all the info required. I hadn't received any feedback as to whether my claim was verified A week later so I decided to call Samsung ear buds call centre. Finally a half hour later I got through and was told they forgot to inform me that my claim was verified. On the 13th of November my claim was verified. It has been stuck like that ever since to this day. Made many attempts to call but all calls were in excess of 20 minutes+ before the phone cuts out. As if this is a deliberate act to reflect the problem; keep them in the dark. The 30 day limit is soon encroaching and I highly doubt Samsung will honour their promise. This ear buds redemption promotion has Simply been a form of bait IMO to lure honest customers to their product and put these customers aside while Samsung continue doing business. No communication and no care for the customer's interests. My redemption number is, RDP0000136904. Lewis.
Hi Lewis, there is currently a delay in the shipment of your promotional gift. However, you will receive an SMS from Australia Post to your registered mobile number with delivery tracking details once your promotional gift is dispatched.
I appreciate your reply but why put this delay onto Australia Post. Samsung haven't even posted it yet to register. What a lousy excuse on your part. You and Samsung ought to be ashamed. I really expected better from Samsung.
Hi Lewis it's Tony Mc I just read your comments, I'm in the same boat with the s20ultra promotion, it is disgusting the lies we are being told,we might need to take a class action against Samsung.
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