- Verified customer
Worst Service by Samsung
I bought a few items from samsung approx two weeks before. Some reason i want to return the items, they refuse to refund yhe item and they have terrible Customer Service. First of all i would not able to understand their accent. Very rude and unprofesdional. No doubt People go for Apple not for Samsung. I would recommend everyone Apple is no. 1 in Customer Service any issue they listen you but Samsung Customer Service terrible and they do not give value to their Customer that the reason Samsung is on the bottom.
Galaxy Earbud info
No less than 3 weeks since I submitted my claim, i sent an email to firstname.lastname@example.org, and complaint and request for mediation from this website. my claim finally progressed to "validation completed" a day later. No one has contacted me. I have yet to receive the ear buds. My advice is read the terms and conditions carefully, and try contact samsung via the above email or on this website.
Worst customer service
Worst customer service ever and emailed on 16th of nov regarding my account issue it should be typically replying within 3 business days its 9th of dec no reply at all. When i called the 1800 service they asked me to call the 1300. The 1300 asked me to call the 1800 service. They played with me for 5 days and so many hours. Wasting my time and energy. Not gonna use these company products never recommended for any one. Its worst then we can imagine.
- Verified customer
Very Poor Customer Service Line - don't try to cancel your order!
After ordering a Samsung Galaxy Watch in the Samsung Australia Online Store in the evening I decided first thing in the morning to cancel the order, hopefully before it was dispatched. You cannot cancel or adjust an order online (unlike many other online retailers like Wiggle), instead you must call a helpline 1300 362 603.
After 4 attempts at getting through on the helpline - each time the call would be dropped after waiting 13 mins (that's how they keep their call rates down) I finally got through. I was informed that I cannot cancel my order...
Samsung Redemption is a joke
Having placed the claim with Samsung for the earbud redemption, I find after 16 days a note in the redemption account "More Info Incomplete Proof of Purchase" as this was on online purchase the proof of purchase was a screen shot of the invoice.
Having tried for the last 6 days to contact Samsung only to hold on the phone for 20 minutes then to have the call disconnected due to the volume of calls with the cheery message "please try again later". Emails to the redemption centre also go unanswered.
I am starting to think the whole redemption offer is nothing more than a Bait and Switch
Samsung Redemption pathetic
Unable to claim my earbuds. Promotion ends tomorrow and i am yet to speak to a human. Very frustrating. Online help refers you to a phone number which puts you on hold for 1/2 hour . I've emailed as well and am yet to hear back. What a con.
Samsung online store steal my money
This is the biggest issues I have ever had in my life. I pre-ordered Samsung note 10 in August and came out with the AKG Wireless headset. 2 weeks after, I decide to return those item WITHOUT UNPACK IT (even the seal is still there). I called Samsung Online Store number and in around 7 calls, they finally managed to send me the returning label. (more or less 7 calls, note it).
I finally return the phone and the headset. Few weeks after, I tried to call again and they said its on progress (3-5 days). Okay I wait 3-5 days and the result is? Not...hing. Checked my bank account and yet still haven't received yet. Took me around 10 calls to ask what's happening and the worst case is they told these phone and headset is on REPLACEMENT REQUEST. I called again to cancel the replacement request and change it to refund request. Since I am very upset and mad in the call, I request to talk with MARK, the manager (they said). As promised, they said within 24 hours I called 26/11/2019 (2.17pm), so technically Mark should have call me on 27/11/2019. Today I am writing this on 28/11/2019 (2.42 am) and I haven't received any call. Untill now, this case is not yet solved and I need the best option samsung can give to me to fix this issues. Otherwise I will take an action. Samsung take my money since august untill at the end of august which is 3 months. You better response to this review, since CALLS, AND EMAILS are not working and please find a picture upload below (it is a proof of how many calls I tried)
- Verified customer
Customer care needs improvement
I bought a Galaxy S8 plus from an online store (TobysDeals - I have given it a 1 star rating in a separate review on this site) which appears not to be for the Australian market. The TobysDeals website has au in its web address although I seriously doubt the company is Australian - BUYER BEWARE. After not receiving a favourable response from TobysDeals I tried Samsung Live Chat and went to a Samsung kiosk. Samsung was apparently puzzled by my phone because they could not agree on whether it was an Australian variant. They requested me to se...nd several screen shots and were investigating. That was 2 weeks ago. I enquired a week ago and was told they were still investigating. I followed up this week and my email has not been responded to. Samsung responded once this review was published and Mick from Samsung social media gave me an explanation about why the phone did not work as it should in Australia, and subsequently I've increased the star rating to 2 but I can't go higher because what Mick resolved in 24 hours should have been done at least 2 weeks ago. The dodgy phone is not Samsung's responsibility, but it's their brand and I would think it's in their interests to support customers to get answers within a realistic timeframe.
- Verified customer
Never buy from SAMSUNG.COM.AU
I bought the wrong watch. It took two months of attempted contact to return my watch with absolutely no response (Phone /Email/Chat-support)
Until I opened a case with fair trading ombudsman.
Where do I start? I purchased a tablet and cover on the 11/09/19. The tablet came not worries, the cover on the other hand are in limbo somewhere. I've been contacting samsung since the 26/09/19 numerous times by phone and email. By email I've been talking to Daniel and by phone "when he bothers to call me back" I spoke to Mark (the supervisor) only for him to say "I'm shaking my head, I can't believe I dealing with this". I recently spoke to a guy named Ency on 13/11/19 and he PROMISED me he would call me back the next day... well guess w...hat? It's now the 15/11/19 and I'm still waiting for my call.... I have some ear buds waiting to be sent out to me due to purchasing a new phone and I'm now worried they're going to come up with some sort of excuse Not to give them to me.....
- Verified customer
Easy warranty replacement
On Monday 28th October 2019 I bought a Samsung U28E590D 28" 4K UHD Monitor from The Good Guys in Bayswater for $100 but it didn't come with the Stand Base so Samsung replaced it under warranty since the Stand Base wasn't in the box. The staff were kind to me and the service was amazing.
Awful Company and Product
I am writing today to complain of the poor service and faulty product I received from Samsung. I bought POWERstick PRO Stick Vacuum - SS80N8015K2 and It is not working more than 10 minutes. I have contacted Samsung online chat support and over the phone as well. I sent this product to Samsung repair center twice last month. they said they cannot do much about it and I need to clean It after every 10 minutes after I use even the bin in not half full. One of the service center person told me, It is not well design and we cannot fix this problem. ...Please don't buy this product and waste your money. I bought so many Samsung product in the past but I don't have trust for this company any more. There is so many other similar or better product in the market with the similar price.
Disappointed and dejected with Note 10+ purchase
Extremely disappointed with my purchase of Note 10+. Faces a battery drain problem and with endless calls, discussions with the call centre , was offered no practical solution. Was moved around from one department to another from sales to customer support to tech support but no practical solution being offered. Have been a Samsung fan for last 12 years but with this bitter experience will not recommend Samsung to anyone. Guys you might be thinking that you will not be the one but trust me if u r that 1 out of 100 customers who faces this problem, Samsung post sales support will make it so difficult for you.
Please don't take that risk ever.
Phoney fridges . Families cant afford big bucks for these items to break down !!
Bought a fridge from this joke of a company and broke down before warranty was up ,they fixed it then a year and half later same problem they fixed it and it was out of warranty and now again same problem they refused to fix which is garbage!!! we spent good money on a product to last more than five years and to break down within the first year or so !!!! . Their negligence of a faulty fridge and wont fix . Never ever buy Samsung its a waste of money . Never had problems with lg or Westinghouse !! Stick to those brands people . We cant afford to waste money on phoney products and now our food is getting rotten . Shame on u Samsung . I hope this company goes bankrupt coz thats what u deserve .
- Verified customer
Customer non service
Personally I am greatly regretting my purchase of the Tab S6. I was stupid enough to preorder one. I think the tablet is great but the keyboard leaves a lot to be desired and Samsungs customer service even more. My trackpad stopped working a week ago and the keyboard was asking to do a firmware upgrade every time it was connected and then failing because it thought the keyboard was not connected (it was). I did an online chat to their support page...uploaded my invoice....got to play lets connect and disconnect the keyboard..oh look there is a ...problem! Was told to book it in with either Carindale or Garden City for them to have a look at.....booked it in, uploaded the invoice again (2nd time). My husband had to take the tablet and keyboard in for me as I had to work and he was dropping his 4 year old MacBook Pro in to the Apple store for a FREE replacement screen (delaminating issue). I had a phone call from him when he was standing at the Samsung Kiosk....they needed a copy of my invoice (3rd time). I sent it through, and they took my tablet and keyboard, telling my husband that if it was 4 weeks old he would have been walking away with a replacement tablet and keyboard BUT because it was 5 weeks old, it had to be sent away for repair! I wasnt overly happy but there wasnt anything I could do about it. My disgust with Samsung only grew when I received a call from the Queensland Service Centre to say that there was nothing wrong with the tablet, but the keyboard was faulty (AH der!). I asked if I could therefore collect my tablet Thursday night from Carindale when we collected my husbands MacBook (That would be the one with with free repair that was dropped in Monday afternoon and was ready for collection Tuesday lunchtime). I was informed that I couldnt have it back until Service Head Office authorised it!!!!! Not happy, but I assumed that it was only a formality and that I would be collecting the tablet Thursday and that a new keyboard would be sent to me. Was I stupid! No...I got a text message today, and then an email telling me that I had to send through a copy of my invoice (4th time). I rang the number provided....got to listen to hold music for 30 minutes and then finally got to talk to a charming woman who told me that I couldnt have my tablet back until I provided proof of purchase, that I would NOT be getting a replacement keyboard (but a refund at the PREORDER price). When I queried why after supplying the invoice three times I had to send it through a fourth time....I was not answered. When I asked why NO store in Brisbane could give me a replacement keyboard and asked if they had stock....all she would tell me was that Head Office had no stock so therefore I would not be given a new keyboard! No answer as to whether anywhere in Brisbane had stock. After 30 minutes of talking to her and going round and round and round in circles, I gave up, uploaded the requested copy of my invoice for the fourth time. The current situation is I have had no response to the email with my invoice, I have no tablet, no keyboard, no refund and no idea when I am likely to get the tablet or a refund! I am no apple fanboy....use an android phone (currently a Samsung S10+) and have owned six Samsung phones, five Samsung tablets and have bought quite a few Samsung devices (phones/tablets) for my employees. I can honestly say that this will be my last Samsung purchase! I cannot understand how Apple can manage to replace my iPad Pro 11 that was 3 months old that had an intermittent line on the screen ON THE SPOT, but Samsung cannot replace a 5 week old device!
Online store problems
I bought two Galaxy Active 2 watches from Samsungs Online Store. We received our watches on time but no indication of when we would receive our free Battery pack. I then contacted online help who had no record of us entering our code for the freebies. But we had entered the code. We entered it twice. Once for each watch! I then called customer diservice. After four calls that all dropped out after twenty minutes we finally got through, but in a nutshell they said they could not help me! Bad luck, sorry you miss out. I called them back because I...wanted to make a formal complaint by email. Sorry this can't be done apparently... but someone will contact me within the next 24-48 hours. Not a good start to our Online relationship Samsung Update!! Online support didnt contact me as promised so after a week I called them.. Several attempts later I was told to email my product key, invoice, customer reference number to online support! Wow!! Why do I bother? Anyway I will see what/if anything happens.. Don't buy online unless you have ticked all the boxes and then cross your fingers...god forbid if you make a mistake or something goes wrong, because Samsung doesn't want to know you! Another Update!!! Called Samsung again today...I have no idea why they wont give me the battery pack they promised me.. I have sent them what they asked for. Its a Battery Pack! Is calling and emailing Samsung for a month worth it? They want me to send them a screen shot of an error message that never happened!! Wow Just give me the Battery Pack! How hard can it be? Just ask Samsung and they will make it impossible November 12th 2019 Update: Samsung Online steer clear I have been in contact with Samsung over the past month trying to get a Battery pack that was offered as a gift in the purchase of two Galaxy Active 2 watches. Although I have been in contact with them regularly I have just been informed by their diservice centre that the offer period has expired! My repeated calls and escalated enquiries (calls were never returned) fell on deaf ears. I used a Samsung tablet when ordering my watches and this seems incompatible with their online store because I was also unable to claim my Buds via redemption using it and had to complete the order using an Apple MacBook! I would not recommend buying anything from Samsung Online. They take your money but can't even be bothered forfilling the simplest online error and complete their obligation. Off to consumer affairs
Online store service is great
Was having issues with my brand new Samsung and after contacting their online department they were able to Help me resolve my issue. Very pleased with the service overall and definitely deserve 5 stars
I need ONE part for my Samsung front loading washing machine! I placed a service request on 27/8, it is now 14/10 and my machine is still broken. The time I have spent on the phone to Samsung is appalling. I'm exhausted and stressed. It is too hard, I give up!! I am just going to purchase a new machine. I will NEVER buy ANY Samsung product again based on my experience!!
They easily lie
We bought an s10 mobile from them and requested an exchange for different colour. They firstly didn't accept but accepted once my partner read "change of mind policy" from their website on the phone for them. Dodgy!
But they sent us the wrong colour by mistake!!! and took 1 month to replace it with the one we wanted. They promise you to call you asap but lie and don't call to give you updates (or even a simple email). Even we talked to the manager on the phone and he promised to call and give us update on the day after but never happened.
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Questions & Answers
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.
When can I get a feedback about my lost product?
I ordered water filter for my fridge through Samsung online as I thought it would be less to worried about. But it proved much more problematic.
I ordered the product online on Dec 28, 2018 and received a message saying it’s going to be delivered on 3rd Jan and I would be contacted before delivered. On Jan 4th and 5, I checked my mail box and front yard and there was no card or any package about the product but my order was marked as Delivered online. I reported this issue to Samsung via 1300 call last week twice and they promised me response within 48 hrs. However, I haven’t heard anything after 4 days passed. No update, emails or any feedback. This is the worst online purchase experience I’ve ever had in my life.
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