Samsung Online store

Three weeks without a working fridge. A family of five living out of a esky. Samsung says the fridge is fixable. Their own technician says it isn't. Our Samsung fridge died three weeks ago. The fridge is still under warranty, so we contacted Samsung and arranged for a technician to attend during the first week. The technician inspected the… Read more

fridge and told us that it has a compressor problem and cannot be fixed. We were told that this would be reported back to Samsung.

A few days later, we received an SMS from Samsung saying:

"I am contacting you to advise you that based on our technician's assessment of your product, we can proceed with a free-of-charge repair for your unit. Samsung will get in contact with you to schedule a time and date to complete the repair. Please respond "Yes" if you would like your unit to be repaired OR please reply "No" if you would like to speak to a case manager."

This was extremely confusing. The technician had already told us that the fridge could not be fixed. Yet Samsung was now telling us, based on the technician's assessment, that it could be repaired.

I called Samsung customer support and explained the situation. The problem is that they keep telling me that the matter will be escalated to my case manager, but the case manager never calls me back.

I was told my case manager would contact me. They didn't.

I then contacted the technicians again, and they confirmed that the fridge definitely cannot be repaired and that they had advised Samsung of this.

So we are now stuck in a ridiculous loop where Samsung's own technician says the fridge cannot be fixed, while Samsung is telling us that it can be fixed.

For the past three weeks I have repeatedly called Samsung customer support. Every time, the frontline support person tells me they will escalate the issue and leave notes for my case manager.

But nothing happens.

I have also repeatedly tried calling my case manager's direct number. Every time, the call simply ends with a message saying they are too busy and asking me to call back later.

So I call back. And then I call again. And again.

Still nothing.

Meanwhile, we are a family of five living out of a camping Esky because we don't have a working fridge.

This is completely unacceptable.

The fridge is under warranty (it is only 3 years old!). Samsung has had three weeks to resolve this issue, and their own technician has apparently determined that the compressor problem cannot be repaired. Yet instead of resolving the matter, we seem to be going around in circles... frontline support escalates it, notes are supposedly left for the case manager, and then nobody gets back to us.

At this point, it genuinely feels like Samsung is stalling and hoping that we will eventually give up.

We won't.

I am now preparing to take this matter to the ACCC.

Samsung... three weeks is long enough. We don't need another escalation or another promise that someone will call us. We need this problem resolved.

If you're considering buying a Samsung appliance, be very careful. My experience with Samsung's warranty support has been an absolute nightmare.

Bought a fridge from Harvey Norman and after 18 months the compressor went. Contacted Samsung who sent a repair guy to evaluate - this took 5 days. After me having to follow them up two days later I was told that they wouldn't be repairing the fridge but would collect and give me a refund. This is where it got frustrating, they wanted a copy of… Read more

the original invoice - emailed that. That wasn't good enough they wanted an invoice that showed Nil balance owing. Sent them that. Then the fridge was collected a week later then they wanted ME to prove to them that it was collected and delivered to the warehouse. Sent them that. So to cut a very very long story short, after countless emails and phone calls I finally received my refund some TWO MONTHS later. There customer service is appalling. This wasn't a phone or a TV this was a fridge. I was without a fridge for a week while I was waiting for them to see what was wrong with it and what they were going to do. I had to go and buy a new fridge at a much higher price than I paid originally and had to wait two months to be refunded. I would never buy another Samsung product EVER. This is a multi million dollar company who makes you go through so many hoops to get a refund of $846.00.

We've been loyal Samsung customers for over 20yrs. Since the 23rd April this year we have been in the process of replacing and refunding our Family Hub Fridge. Which we loved. Samsung picked up our fridge 8 weeks ago and promised a refund... Still waiting. No email replies. An unanswered phone number we can't get through to the Voice Of Customer.… Read more

This is just the worst experience for us. The customer service has to be the worst going around. No answers, no correspondence. Just left hanging. I feel likely our refund won't arrive and Samsung has effective stolen our fridge. The most terrible service, for a long standing loyal customer.

I obtained a credit loan from Latitude Gem Visa to purchase a Samsung mobile phone. I attempted to make a payment several times, but I received an error message. When I called Latitude Gem Visa, they confirmed that the transaction was successful.… Read more

However, I mentioned that there was no order number from Samsung because I was unable to complete the purchase on the Samsung site. This occurred on Friday at 7:30 PM, and Samsung phone support is only available Monday to Friday, typically from 9 AM to 8 PM. The online service was extremely poor; I had to repeat my story multiple times.I have always used Samsung phones. In fact, I had an issue with my current Samsung phone and thought it best to buy a new one instead of paying a fortune to repair it. I rushed to their store to see if they could repair my phone immediately since I had no device, but I was told it would take two weeks. I also had to pay for the repair! Samsung is already holding my $3,228 with no order number, let alone a phone! To complicate matters further, the store lacked a method to recover my data from the damaged phone. I was told to use a desktop computer to do it, and I don't have a desktop. I can't go to a library either at that time. I received this information at 3:30 PM on a Saturday, after spending the entire day trying to resolve the online issue with their ineffective support robots! What is the purpose of going to a Samsung store? Why does Samsung have an online store and partner with Latitude if their system is unavailable after 5 PM and on weekends? I felt foolish for thinking that buying online and picking up in-store was a good idea. I have to rely on my laptop for communication, praying that there are no emergencies. PEOPLE, DO NOT BUY ANYTHING FROM SAMSUNG ONLINE!

27.7.26

Samsung's online service is extremely useless! The same issue continues! I was told it would take 7 to 10 business days to sort this out.

I called Latitude; they informed me that Samsung has a direct merchant number to call for assistance. However, at the time of this review, I have received nothing from Samsung online support. The automated responses are ineffective, and the staff members also seem automated in their constant apologies.

Adding to the chorus of negative reviews. Bought an expensive 8K TV which has had 2 major faults in 6 months. In total it has only worked for 3 months. Their own repairer said it's not worth repairing the second time. Samsung warranty states, and… Read more

I quote:

We’re not in the business of making defective products, but in some cases manufacturing faults occur. If your Samsung product is suffering from a major failure, you have the right to choose to have the product repaired, replaced or to receive a refund. If you have suffered loss or damage because your Samsung product failed to comply with a consumer guarantee, you may be entitled to compensation if it was reasonably foreseeable that you would suffer such loss or damage as a result of such a failure. Well I'm sorry, it is apparently well known that your 8K TVs overheat and fail, so you ARE in the business of making defective products. And you flat out refused to offer me a replacement TV. I could only have a repair (are you joking?) or a refund. As I had a working TV for such a short time, my case manager agreed to compensate me the installation costs if I provided the receipt. When I emailed in the receipt, suddenly I had a new case manager who refused to honour this agreement. I pointed out the compensation clause in their warranty conditions and that a verbal contract is binding. But the case manager just talks over the top of me and hangs up on me. I still have no money from them after several months. Their aftersales and customer service is completely unprofessional. If Samsung want to keep customers they need to start treating them with respect.

For a reputable company Samsung is the worst in after sales support. They never follow up, call back or even provide access to senior staff to resolve issues that are escalated. We had our fridge repaired 4 time within 6 months of purchase. We were… Read more

promised a refund. We never got the refund, never got a call back and everytime we called we had to explain the situation again. Don't recommend!!!

Let me be entirely clear: I have been a fiercely loyal Samsung customer since the Galaxy S2. Over the last fourteen years, I have poured thousands upon thousands of dollars into this brand—buying flagship phones, tablets, and premium home electronics. That loyalty ends right now. My recent experience trying to claim a legitimate warranty for my… Read more

Galaxy Z Fold 6 has been a masterclass in corporate arrogance. Less than two years into owning this ultra-premium, multi-thousand-dollar device, the inner protective screen began bubbling up right along the crease. It is a blindingly obvious hardware defect on a device meant to showcase their pinnacle technology.

Instead of standing by their engineering, Samsung Australia did what they do best: they ducked, wove, and hid behind an endless wall of corporate disclaimers and fine-print technicalities.

The level of sheer contempt and deflection I experienced is insulting. They would rather weaponize disclaimers to save a few dollars on a defective screen than respect a customer who has supported them for over a decade.

If this is how Samsung Australia treats its long-term, premium tier consumers, they don't deserve a single dollar more. I will NEVER buy another Samsung product as long as I live. You haven’t just lost a customer; you’ve built an adversary. Absolute disgrace.

They don’t deliver your goods – I ordered and paid on March 11 for delivery March 21. Delivery did not happen. Next date they gave me was April 11. Delivery did not happen. On or before April 24 guarantee. Guess what it did not arrive. Now on or before May 6. I think I will be editing this review on May 7. Yep it is May 8 and I still have not received my products. This time they are saying they don’t have the stock. New delivery date is May 20. Show details

Samsung took 2 weeks to deliver a fridge via their 3rd part transport AMC. Delivery drivers arrived with a simple trolley ( not 3 wheels) and refused to deliver and claimed if stairs Samsung customer service said the 'buyer' has to lift. We are on build site and all other deliveries have occurred without issue/ failure. Now that the 3rd party… Read more

refused, the fridge usautomatically returned to Samsung ( no other options) and order cancelled. Samsung customer service gave incorrect information on refund pricess and customer is RELIANT on a 3rd party delivery company to return before Samsung will provide a refund.

The TV was 3 weeks old when it malfunctioned. The brightness would not change up or down. Sometimes when turning on the screen would flicker then go black. I contacted Samsung. It took 2 months for them to finally decide it could not be fixed. It’s a 2026 model! They agreed to refund the money. But said only after 21-30 business days once refund… Read more

process commenced June 8 2026. It’s July 8 2026 and nothing. I have emailed over 13 emails asking for the terms and conditions for their refund process, I also called but now no matter what day I call I cannot get through. Their customer service is terrible. How can they legally keep my money even though the TV was picked up 3.5 weeks ago? DO NOT BUY ANY PRODUCTS FROM SAMSUNG.

Samsung Account … to place apps on a TV you need an account and a mobile number. To change that number (in my case from a NZ to a AUS number it takes TWO WEEKS). Have spent 3 hours trying to access apps on a smart TV. A bloody ridiculous system. Looking for a smart TV that is easy to setup. Look elsewhere SAMSUNG IS HOPELESS Show details

I recently purchased a Samsung Q990F series soundbar, subwoofer, and rear speaker system. The sound is great. I wanted to put the rear speakers on stands and have found not only do Samsung not make the stands for the rear speakers, but they also won't recommend a company who does make them. I have searched multiple websites and products online and… Read more

almost all of them don't allow the right angled plug to fit into their tubing, so customers are having to use zip ties to attach the cords externally! It's a bit like selling a phone without the charger! Absolutely useless!

We're very disappointed with how our case has been handled. Our washing machine is only 10 months old and was working normally until it developed a leak. Samsungs technician inspected it and stated there was a crack and other damage, but no evidence has been provided showing how that damage occurred or proving that it was caused by us. We were… Read more

told it was "possibly a coin", but that appears to be speculation rather than a confirmed diagnosis. The report says there’s a crack caused by a foreign object but no evidence of the object and no photos of the damage. We paid $650 for this machine and were quoted approximately $1,200 to repair it, which is clearly unreasonable. More importantly, we've now been without a working washing machine for around 5 weeks. We have 3 little boys and we’re paying hundreds of dollars in having to use the local laundromat. We have been told that they won’t replace it because it was our fault but out of good will they’ll repair it now, we can’t wait the weeks it will take for it to be fixed. We’re desperate for a working machine and we can’t afford to keep going to the laundromat. We just want a new machine or a refund but Samsungs supervisor in the Philippines hung up and said that that’s the only option because it’s not a manufacturer issue. Extremely disappointed and we’ll never use Samsung again.

I bought a gen 1 samsung galaxy ring before there was a lot of evidence online about the batteries in the device failing after approx 6 months of use. I had the same failing battery as many other users and had significant issues even reaching out to samsung to request a repair under warranty. Samsung eventually sent me a shipping label for… Read more

australia post. The attendant at said post office applied the label and stated she had to be the one to close the parcel (one of the bags which if you dont tape it up completely, a size 4 ring would expectedly go missing from). The ring never arrived to the repair centre. Samsung have denied any further remedy due to the ring never arriving. Australia Post won't do anything as the label it was shipped under was made through samsungs business account. SAMSUNG REFUSES TO CONTACT AUSTRALIA POST TO HELP REMEDY THIS PROBLEM. DISGUSTING CUSTOMER SERVICE. AVOID THIS COMPANY AT ALL COSTS.

⭐ Avoid at all costs! Nightmare customer service.I ordered a vacuum cleaner (Order No: AU260601-99534315). The box arrived undamaged, but the critical soft brush attachment was missing. Attempting to get this resolved was a complete nightmare.The Web Chat is a Joke: Wasted an hour online. The AI chat is useless, and when I finally reached humans,… Read more

I was transferred 5 times. I had to type out the entire story from scratch to every single agent.Abysmal Phone Support: Called the "Service" Centre only to face more endless transfers. They finally told me it would take weeks to sort out and that I should call them back.Zero Accountability: When I asked to speak to a supervisor, get a callback, or get an email confirmation, they flat-out refused.Terrible Website Design: Samsung’s site is purely sales-focused. They intentionally hide any direct contact emails or dedicated after-sales support channels. The staff have zero authority or desire to help.I used to be a massive Samsung fan and owned many of their products. Never again. Their complete lack of after-sales care forced me to dispute the charge with Amex. Avoid this company.

Extremely poor experience with Samsung regarding a $2,985 refrigerator (RF59CB67001/SA). This has been one of the most frustrating and poorly handled consumer warranty processes I have dealt with. Here is the timeline: 01/04/2026 – Fault first reported (freezer not functioning properly). 22/04/2026 – First repair carried out. Ice maker… Read more

components replaced.

06/05/2026 – Second repair carried out. Major internal components replaced including PCB board, pipe heaters, and ice maker components.

Despite TWO repair attempts and multiple parts being replaced, the refrigerator still failed to function correctly. The freezer issue remained unresolved and food spoilage occurred as a result.

At this point, it was clearly a recurring fault and not a simple repair issue. Under Australian Consumer Law, this meets the threshold of a major failure due to repeated unsuccessful repairs and inability to restore normal operation within a reasonable timeframe.

The customer service experience throughout this process was just as poor as the product itself. Multiple calls to Samsung support were either unanswered or resulted in long delays and inconsistent follow-up. When contact was made, it often involved speaking with overseas call centres, and communication was at times difficult, with information needing to be repeated multiple times across different agents, suggesting poor case management and lack of continuity.

Instead of resolving the matter appropriately, Samsung continued to push repair-based outcomes and provided inconsistent communication throughout the process. I was repeatedly told I would receive follow-ups that never arrived, and had to constantly chase updates on my own case.

At one point, I was incorrectly advised that Samsung was “awaiting my decision,” despite my position already being clearly communicated multiple times: I had rejected further repair attempts and requested a refund.

Due to the ongoing failure of the appliance and the lack of a timely resolution, I was eventually forced to purchase a replacement refrigerator out of necessity while still in dispute. This should never be required for a product at this price point.

The overall handling of this issue has been unacceptable — from product reliability through to after-sales support and case management. For a global brand like Samsung, this level of failure in both product and customer service is extremely disappointing.

Based on this experience, I would strongly advise reconsidering purchasing Samsung appliances.

Was eventually refunded. I bought a soundbar and realised after receiving it that it was terrible quality sound. The purchase was close to $1000. I initiated a money back garuantee return that I wonder might've been lost in transit as it hadn't been processed after 6 weeks. The live chat is just a bot that drops out after asking for "time" to look into the issue. After calling back three times over another week it was finally processed.

I Purchased a Samsung split system 7kw unit with installation in January 2026. It's now nearly June and I'm still waiting for it to be installed whilst the massive unit is blocking my hallway. Every time I call to ask when it can be installed they say they need to escalate the ticket then don't call back. This has happended 10+ times - I think… Read more

they may have called back once, but again just said they'd need another 1 - 2 business days.

I strongly recommend to everyone do not buy the installation service when getting a Samsung AC.

On the 4/4/2026 I ordered two Samsung GEO WindFree™ Purification Split System AI Smart 3.5 kW systems and during the check out process I was offered installation for a small additional costs. Prior to accepting and submitting the order, I reached out to Samsung via live chat to confirm the cost of the installation is for both units and if in fact… Read more

they serviced my area for installation in a regional area. For context delivery fees were also incurred and it was clearly indicated by Samsung with “ Delivery Only (Drop Off Service) Regional”. The live chat confirmed that the price quoted is for both units and that our regional area is serviced for installation.

The units arrived via DHL on 23/4/2026. On the 25/4/2026 I again reached out to Samsung via live chat to check on when the units would be installed. I was advised I need to complete a pre-installation form and within 48 hours of submission I would be contacted by the authorised installation partner.

3 days past and I heard nothing. I phoned Samsung and was again advised to do the form. I explain I’ve already done the form and have confirmation of that occurring. The place the call on hold for a number of minutes; once they returned they advised the service order had been sent to the installer, but a job number has not been created yet to install. I was advised they will follow up internally and again I should be contacted within 48 hours. I wasn’t contacted as advised. I called again and was advised the same info. They provided me the installation partners contacted details and advised they will be able to book the job directly.

I called the partner and was laughed at as soon as I explained my call. They asked where I lived (3 hours away) and was advised that Samsung do this all the time and they don’t service my area (Northern Regional VIC).

I called Samsung back and they openly admitted the scripting provided to them does have anything on how to deal with the situation and had no idea what to do. They raised a case to a manager and told me they “hope” I get contacted. The following day, I received a call from a mobile number, I answered and told they’re from Samsung calling to advise there has been an issue and they don’t actually service my area and would like to return the units for refund or just have the install fee refused. I decided to keep the units and have Samsung refund the install fee. This was agreed and told refund will be processed immediately.

12 days later, no refund and absolutely no response to multiple emails.

I ordered a New Mobile and wanted to take a 3 year term to pay off Phone via Samsung pay. Wow what a mess and in the end I got the Phone. Not the Samsung pay. But bugger me dead I was told that to redo this stuff up and yes I was a little to blame, but the downloading of their app was very confusing. It did not work and I could not get pass the… Read more

last page, but wow they processed this in one hit. I was told I could return and then start the process all over again, This was to be a present for my wife and only on line can you order the mint colour direct from samsung. 4 days latter and 6 calls to overseas call centres no help whatso ever. Cr#p service, I wish I never stated this.

I had a very disappointing experience with Samsung Australia after purchasing a Samsung Galaxy S26 Ultra and compatible magnetic accessories from the Samsung online store in March 2026. After attaching the magnetic holder, I discovered it interfered with the S Pen functionality. When I contacted Samsung Technical Support, I was repeatedly told to… Read more

remove the magnetic holder whenever using the S Pen, which is impractical for an accessory sold as compatible with the device.

I escalated the matter to the Samsung Australia CEO Office, but instead of addressing the known compatibility issue, I was repeatedly asked to send my brand-new phone to a service centre. I requested to return the magnetic holder instead, as it was clearly causing the issue, but this was refused because the packaging had been opened — despite using the product for less than 15 minutes before identifying the problem.

The experience was made worse by poor communication from the CEO Office, including ignored follow-up emails and no practical resolution offered. I had purchased the magnetic holder due to a hand injury requiring extra support when holding the phone, and had I known about these compatibility issues, I would have chosen a different accessory.

My biggest frustration is that I pre-ordered the phone and purchased the magnetic accessory right after launch. Otherwise, I would have checked reviews first, as there are now widespread reports online about S Pen issues caused by magnetic accessories on the Galaxy S26 Ultra.

Overall, I am extremely disappointed with Samsung Australia’s customer service, lack of transparency, and unwillingness to provide a fair and reasonable solution.