Why is the Samsung online store so incredibly useless, and how hilariously and frustratingly ineffectual is Samsung's so-called "Voice of Customer (VOC) Case Management"? Here it is in 2025, and with no valid explanation as to why the site refuses my credit card payment. Over a frustrating number of days and emails, all the VOC Case Manager did was keep insisting that I contact my bank. I explained that I already had; and that there was no issue whatsoever with my card. Infuriatingly, Samsung does not take orders over the phone in the event of site failure - nor does it allow its discount vouchers to be used anywhere else but its flawed site. Well here's the voice of a customer: "Samsung is utterly and insultingly useless in dealing with the simple process of wanting to actually exchange money for a product."
Wow guys reading some stuff just then,ive had no probs with samsung theyve great ,patient with me and my disabillities but my telecomunnications provider is still mucking me around to this day ,somehow they seem to get everything wrong and tru to pass the buck!
I wanted to purchase a TV online through Samsung and finance it. Apparently it rejected the credit card application immediately and took me to credit card details. I thought that I was filling in the details for the monthly installments to pay by finance and unknowingly the payment went through staight away on my credit card. I contacted Samsung and got the run around. I rang got cut off twice , so I emailed customer service and also went on live chat. Live chat told me that my order wasn't in their system yet and contact again in 24 hours to discuss again cancelling the order. I then received a reply to my email from Samsung and they said I was unable to cancel as the order had already gone to delivery so there was nothing they could do about it and for me to reject the TV when it is delivered. I don't want to do that a I do not trust them giving me a refund. This is a total sham and scam!! I told them that I will report to consumer affairs though this doesn't help me having anxiety about the payment. It really is disgraceful behaviour from a large international company. I just can't afford to have this on my credit card this month that is why I tried to apply for finance through them and the fact that I contacted them within minutes and they won't arrange the order to be cancelled is mind boggling!! I don't know what to do ......anyone have any suggestions?
Hi PJC, thank you for reaching out to us. I am so sorry to hear about the poor experience you have had recently. I would love to take a look into what is going on here and hopefully provide some clarity on the situation. I have reached out to you via private message, please respond when you can.
-Amy Samsung AU
I have sent you the details you required. Could you please arrange to have my payment paid back immediately as I am entitled to cancel the order. I should not have to go through all of this to get my money back! I contacted your customer service within minutes and was told I would have to contact the courier company to cancel the order or reject the TV at the time of delivery. I find this shocking....I have worked in warehouse and distribution and if their is a automated system for orders all it takes is for customer service to contact the warehouse and cancel the order! I have never ever come across this type of thing before and I find the way I have been treated disgraceful!! I also spoke to someone on live chat and he said that he couldn't access the order as it was not in the system and for me to call back in 24 hours. I replied how can it not be in the system as the payment has gone through my credit card and I have received an invoice!!! Either you have very very bad procedures in place or you have very very lazy customer service people working for you. I am a 70 year old women on a pension and I can not afford to pay for this on this months statement of which closes for the month next week of which I will have to pay for this on this months credit card payment. I expect to receive my payment back within 24 hours or I will proceed with further action.
Please contact me tomorrow being Monday 17th March to advise me the status of my payment
Well after all of this they still haven't cancelled my order and I was just told by email that it is with the couriers and when they deliver for me to reject the order. I have never ever heard of a company handling an order this way before. Would it be hard for customer service to contact the courier and just cancel the order?? Well apparantly not so I contacted them myself and the courier has not got back to me yet so I will call them in the morning. I just want my money back!!! Looks like I will have to go to consumer affairs. I have never come across a company behaving this way!!
Is the promotional lottery a scam?? Ithink it is. Messages fit the ACCC pattern 100 % with persistent requests for money. Please investigate this and the supposed involvement of both michael first and cathryn grant. I have wasted a lot of time on this matter. Samsung doesn't get good reviews, I would prefer not to add to the list GU lottery in
Is any body happy with Samsung. Most are 1 star. Brian is a very busy boy answering all your enquiries.You want get very far he will brush you off, He has thick skin, Is he human or AI. hard to know. He will give you a phone number, But you get no help. so do not ring. I have been waiting a long time to get my $270. Samsung give me back my $270.
Very true, no help from anyone and Brian has same generic answer for everyone. Google it Samsung is number 1 company, in NSW Australia, complained against due to bad customer services or products etc.
I'm dissapointed to hear your experiences as I was hopeful for some help. I haven't spoke to Brian yet but I've spent 4 hours on the phone to Samsung and their care factor has been close to zero. They don't seem to value their customers. I hope Brian can help. Time will tell and I'll update everyone with the result.
The customer service has become utterly unsatisfactory and honestly borderline morally unbecoming of a business. Had an ongoing complaint about flip 5 phone for 2 months now. Even contacted office of CEO but again, it seems like they don't even pick up the phone to get more information about the issue. Phone was returned with the initial issue (front hinge cover lifting) much worse. Front cover of phone now has crack that was not there when I handed the phone. Was verbally told that the cause of the damage on the front rubber cover was a dent on the aluminium hinge (which was not there and still not there when I examined). Been a customer for 10 years (bought mobile to fridge to TV), never going to buy any of their products moving forward. Products have short life span and poor after service care.
What is Samsung doing to address being the most complained about company in NSW?
external link
From reading through this site, Samsung members, Google Reviews and other forums, it appears not much has changed.
We purchased a Samsung fridge for our new kitchen in 2022. By July 2023, the fridge had broken. We went through the initial warranty claim process which was very smooth and by 12 July 2023, Samsung confirmed that they would refund us. Their policy states that it takes 21-30 business days to process the refund payment.
It is now 15 October 2023, and after multiple calls and emails we are yet to receive our refund. We keep being promised calls and follow up by more senior staff but we haven’t heard anything!
Samsung were more than happy to provide a discount code for a new fridge and after further complaints another discount code for a television (that we don’t want/need).
We are sick of hearing that the logistics team will be in contact to collect the faulty product. Please!! You have $3700 of our money, we are desperate, just refund our money!
Hey Rob and Erin, I am so sorry to hear about the long delay you have experienced with your refund. I would love to take a look into this for you, to do so I have reached out to you via private message.
Please respond when you can.
Regards,
Brian Samsung AU
Why do you tell people that you have no replacement stock for a 20 month old irreparable fridge freezer under warranty when it can be purchased in my area for next day delivery? Any other company replaces with a new item from same stock, from my experience and other’s.
I bought on sale before prices went up and for me to purchase the exact model, it will cost me $900 out of pocket. Not good customer service at all.
A refund is going to take 6 weeks (or more looking at complaints)
Why do you Never return calls or answer emails?
The voc team are uncontactable and do nothing.
Hey Deb, I am sorry to hear you've had a negative experience with us. You mentioned the VOC, do you have a currently case pending with them?
Gilbert Samsung AU
Yes
The voc team never reply
I’m extremely upset that Samsung refuses to replace my product even though it’s available for next day delivery in my area
I’m told refund is 6+ weeks
Hey Deb, I would love to take a look at what is going on and hopefully provide some clarity on the situation. I have reached out to you via private messages.
I look forward to hearing from you!
Kind Regards,
Brian Samsung AU
All you have done privately is confirm the case is pending, you have provided no clarity of when the item will be picked up. No one can clarify why you won’t replace the item as you do have it in stock for next day delivery in my area but refused to replace it. This has cost me $900 out of pocket for the replacement product.
Question 1: When will Samsung pickup the faulty item as I have nowhere inside my house to store it and it’ll be stored outside under my eaves in the weather.
Question 2: Please confirm that this will not affect my refund if the item is in the weather as it’s not my fault that Samsung have an inefficient slow system.
Question 3: why can Samsung not provide a replacement product, as per law the customer is supposed to have a choice of refund or replacement if the item is in stock? It’s in stock online for delivery to my address the next day but I feel like Samsung have bullied me into a refund.
I have also been told that Samsung have the capacity to pay the refund immediately and have done so previously without a 6+ week wait.
When I purchased the product I had to pay for it before it was delivered but with returns Samsung delay, pickup product and wait weeks or months to refund customers! From reviews some customers are not getting refunds after 6 months of waiting.
We are older people on a limited income with health issues and the $900 extra funds Samsung have cost us greatly impact our ability to supply ourselves with food and pay bills. Then on top of this Samsung expect us to be out of pocket the refund of $1306 for 6+ weeks because your system is broken.
This case is already with Consumer Protection of WA and reported to ACCC.
Hey Deb, as mentioned in our private messages. You are being refunded for this second hand unit and the refund is still well within the turn around time provided to you. I have also escalated this to the relevant department to ensure that it is completed within the mentioned turn around time.
Thank you for your patience.
Regards,
Brian Samsung AU
Brian, You are being dishonest- It was not a second hand unit! When I bought it I was told it was brand new with full Samsung warranty with the box removed as the box was slightly damaged. The unit had no scratches or dents or damage of any kind. The unit was never used by another customer. The unit was not refurbished or second hand, it was NEW.
So Brian, don’t try and lessen the fact that you are not honouring the replacement warranty that I was told was applicable and take longer than acceptable for a refund.
As per usual you still have not answered my three questions again!
Typical of Samsung behaviour. More people will see this and be deterred from purchasing Samsung.
WARNING! DO NOT PURCHASE SAMSUNG PRODUCTS!
Google issues and look on Facebook for groups that have known issues with Samsung.
Hi Brian, I’ve received a call regarding pickup of the faulty item tomorrow, from your logistics provider, which is great, but the person I spoke to said they don’t normally leave paperwork with the customer when it’s picked up. The paperwork I signed for a refund said I’ll receive a collection receipt when it’s picked up.
Please ensure that we have evidence of pickup as we have read of other customer’s items getting misplaced by the transport company/within the system and we can’t afford to lose $1306 or for the refund to be delayed.
Why is Sarah Scott still trying to scam people (with a prize of $800k). Why has she not been stopped?
Hi I was recently contacted via Facebook by a person who called herself by the name of Tessi Tonna who claims to be an employee of Samsung this what she wrote " I'm an online promotional claim agent at Samsung company and you?" and went on to inform me that quote "You're one of our Samsung lucky winners who have won the sum of Eight Hundred thousand dollars from Samsung company" I doubted her statement but she said that, quote "Your profile was selected through a computer ballot system drawn from over 4000 profile from Canada, Australia, United States, Asia, Europe, Spain, Italy, Middle East, Africa and Oceanic as part of our international program and which is conducted annually." She asked me if I wanted to claim the prise I had to download Google Chat so that a person could contact me, quote "All you need now is the approval of the Senior Managing director Mr Michael Hirst, I did not download and she kept insisting I download the app but I did not and then asked me for my email address so, but again I did not give her what she asked, as she said she lived in the docklands district of Melbourne I suggested a person to person meet over a coffee, she said that was not possible, even though she gave me a copy of her company I'd card, "SAMSUNG COMPANY SAMSUNG SURNAME: TONNA FIRST NAME: TESSIE D.O.B: 05TH JAN 1973 SEX: FEMALE LOCATION: MELBOURNE,AUSTRALIA ID NUMBER: SAMSUNG/D1895-MN COMY X HOLDERS SIGNATURE ASSISTANT ONLINE CLAIM AGENT" with photo, is this another scam or am I mistaken?
Hey Rodney, we can confirm that this person is not affiliated with Samsung in any shape or form. We suggest refraining from interacting with this person and report this using the below link: external link Kind Regards, Brian Samsung AU
I got a very similar message saying I had won $800,000. I got communicating on messenger with them told them about Jesus, I had a prophetic word that this person suffered depression and constant headaches and this person confirmed that I was correct. So I sent them a prayer message of repentance of the sins they were a slave to, I messaged the person a prayer of salvation and then to forgive everybody from there past who had hurt and harmed them. I broke off the depression and head aches in the name of Jesus. I guided him a little more on how to walk in faith with christ. (Thank you Jesus for using me in this way as a vessel to save the lost souls and bring them back to you amen!
I bought a Samsung microwave. After 6 months broke down. Got repaired then broke down again 4 weeks later. Told it would be month before getting fixed. Shouldn’t they just replace it?
they should
Hey Jacqui, i would suggest contacting Samsung and ask this to be escalated to our VOC(Voice of Customer) department to be looked into further. Please contact Samsung , ask for an assessment and ask for VOC to see this case.
Gilbert Samsung AU
Get a refund
Voc never return emails and you can never speak to a voc rep on the phone. Been experiencing this for six weeks now. Even with ACCC and consumer protection of wa assistance, Samsung don’t care or respond.
We waited 2 months, our fridge was supposedly repaired under warranty, Samsung authorised repair and reimbursed for loss of food so they took responsibility, BUT when our fridge was returned it was still not working and upon calling Samsung to come up with resolution they said we tried fixing it and now it’s your problem, we can’t do anymore. It clearly states on warranty paperwork and online that if fridge is irreparable that customer can ask for refund or replacement, BUT no case manager was adamant that they are not helping. DO NOT BUY ANY SAMSUNG PRODUCTS, the products are of poor quality and customer service is very disappointing. Emailing and calling is of no use, cause you just get ignored and when I received a call back the resolution was not a resolution at all, they just totally washed their hands of the situation. DISGUSTING, DISGRACEFUL, DISAPPOINTING AND TOTALLY UNPROFESSIONAL. They don’t care about their customers.
Who here ordered an S23 Ultra (online only colour) around March through their online store,? Then after a week with no sign of delivery, then given the good old run around for the past 2 months when trying to contact them. Then they pull the rug underneath you and just cancelled your order without your knowledge and then received an email with shipping label to return the items?
PS: Dont worry I've already done a review on here, the above situation was a day ago.
Just typical of Samsungs online shopping….they need to be reported to the ACCC
Im just flabber gastered that all this is allowed to happen and NOTHING has been done about it??? Im sure alot of people, me included, already reported this the ACCC. This was a complete waste of 2 months of my life I will never get back, now its the waiting game of refund, I would have gone to the store to purchase but its the damn only online colour that you cant get in store.
Update, guess what, FINALLY received my refund. Long story short, ordered online only colour of the S23Ultra in mid March, playing call/live chat ping pong with Samung ever since. They cancelled my order without my authorisation stating "lost in transit", processes refund a few days ago. Thank god I didnt get the phone, if this is how they treat customers, imagine trying to do a warranty claim, no thanks Sammy.
Added Notes: Forgot to add, I did report to ACCC, they are also useless, they just gave me generic email as to what I need to do, first thing I need to do is write a letter to Samsung, asking to send me my phone, I LoL, then they said if it still isn't resolved, contact your state's Consumer Affairs and take it further. I have no time for that crap, so everyone is handballing these hard basket cases, a complete waste of time.
Best way to deal with SAMSUNG is to never deal with them again! If it makes you feel any better, they treat everybody the way they treated you. Don’t forget Samsung TVs are made up of 85% Chinese parts next time you’re better off buying Chinese.
Does anyone have any other contact for Samsumg besides that useless 1300 number or head office The customer care dont know squat.
My Son has been on the phone to so many numbers at Samsung for the last 8 weeks and all he gets is 'well get back to you.' They never do!! They do nothing...I think there is a case for a legal class action against Samsung. Anyone interested?
I have lodged complaint to accc dispute with bank, might contact dep fair trading on monday. Samsung are just sending me in circles and i get angrier everytime i speak to them. 16 phone calls so far and they wont resolve my issue, it gets "escalated" and marked "urgent". They dont take note of anything. I gave them tracking number for item i returned 4 times in a phone call, and she couldnt repeat it back to me. They have also lied about sending emails and contacting courier to stop shipment. I actually stopped shipment when i phoned them myself and told me Samsung made no contact at all with them.
Keep in touch interested in your progress!
I’d be interested in a class action
Call number 18, refrigerator has being sitting in their warehouse for 6 days and they have not even bothered to do anything with it. I have been in contact with ACA, along with many others. I cant wait to see how it goes.
Yes please can we do a class action, I'm more than fuming! We need some justice around here. I've ordered Samsung watch5 with the sports band on bloody 2 February, and officially initiated the return at the beginning of march. It's 9 June now, and the what seems to be a often occurring garbage customer service. I'm just wondering how much Samsung is getting away with.
You can email 'The Office of the CEO' via their website. Link isn't the easiest find though....right down the bottom of the support page in small text.
If you speak korean lol
I ll do it be fuckan scammed
I feel for the pain everyone is going through. Please use a retail outlet. Monique S...I unsure if you speak English yet it may help with any issues you are experiencing
Even when you use a retail outlet, their after service is just as disgraceful. Never return calls, lie about progress, never return any communication etc Buy another brand and save yourself the stress.
Calling and emailing is of no use. Everytime you call no matter how long you’ve been waiting, the answer is we will call you back within 24-48hrs. Waiting for our fridge to be repaired for more than 2 months after Samsung authorised repair under warranty, then we get our fridge back and it’s still not working and Samsung have just washed their hands of the problem. It’s disgusting how they can just do these things to paying customers when their products are within warranty periods. Never buying anything trademarked Samsung ever again. Shopping for a new fridge we found out that a large retail outlet doesn’t touch Samsung products because of the poor quality and the lack of customer service.
I brought a Sumsung refrigerator model:SRF677CDBLS 4years ago. Twice repaired. Recently the fridge temperature go too low .everything because freezing. Sumsung send someone checked it and said it is unrepairable . Sumsung said they couldn’t do anything for me . No compensation.
Strange warranty strategy from Samsung (TVs anyway), the length of the warranty depends how much you paid!
That’s exactly what they did to me Lisa. They took the fridge supposedly repaired under warranty and then reimbursed for food spoilage but then when the fridge was returned worse than it was in the first place they said too bad can’t do anymore. So they took responsibility and authorised repair of fridge under warranty but then because it couldn’t be repaired they did not offer any compensation in way of refund or replacement when the fridge is still under warranty and repair was authorised under warranty. How they can get away with this is beyond me, but I am adamant in letting everyone know about my experience and telling anyone I speak to not to purchase Samsung products
Dose Sarah Scott work for Samsung
Were you approached by her on social media claiming that you had won a prize
Please avoid any Sarah Scott messages as this is a scam.
Gilbert Samsung AU
hello Samsung , I've also been approached by a Sarah Scott aslo claiming to work for you guys, what i don't understand that she is still operating under her name and using your company as a guise to her scam ?
Has anyone had a successful resolution where there’s been a delay / non-delivery?
In short: with Samsung- no (they advised us to cancel so thankfully we did prior to “shipment” but well after the delivery date had past). Still waiting on refund. Paid via C/Card, so lodged a dispute. Submitted email trail with Samsung confirming refund, the order cancellation and original tax invoice. My bank has confirmed that’s all they need to get it processed back to my card. Hope to have refund (via bank) within several days.
UPDATE: refund received.
Samsung only responds to sound like they care. They forgotten about your issue before they finish typing their response. Everybody gets the same treatment, the cold shoulder.
I ordered a Samsung TV from Samsung Online nearly a month ago and a washer and dryer three weeks ago. TV delivery date was supposed to be 27 March 23. I waited at home for 5 days for a delivery that never came and no contact to tell me why. Despite 5 phone calls to Samsung, several emails and both verbal and email confirmation from Samsung that my case has been elevated and that someone will get back to me within two business days etc. etc. I still have no TV and no washer and dryer (or the phone chargers I ordered three weeks ago). Samsung cannot even tell me if the order for the TV has left the warehouse. I have had ZERO response from Samsung to my questions other than automated emails that tell me someone will be in touch within two days, WHICH NEVER HAPPENS. Avoid Samsung Online because they take your money and do not deliver the products ordered and provide zero customer support after sales have been made. Fraudulent ripoff and 900 one star reviews would tend to confirm that. No decent company would tolerate that sort of performance from one of its divisions. I will be contacting my credit card company and reporting fraudulent transactions and using the email and phone records as proof. $5281.50 paid to Samsung Online and ZERO delivered. Why?
Hi. We all had similar experiences and lies/promises from ‘Mike’ and ‘Kristal’ and every other Samsung rep. False delivery dates, stock issues, system probs, escalation promises, etc. Completely dodgy website unfit for operating in Australia.
We got a resolution after 3 months by demanding a refund from our payment provider who followed it up directly with Samsung. Samsung had more damned excuses and total lies than we’d ever heard our whole lives! Tell your credit card that the company failed to provide goods ordered and paid for and how many times you contacted them to resolve the issue. Samsung only listens to them. Wish A Current Affair would take this up!
Sounds like you got the Samsung treatment sorted like a cold foot in the bum. Don’t be upset they do it to everybody.
I had a lady saying my name come up as a winner for a big amount of money her name is Sarah Scott Does this lady work for Samsung company She is asking for several info about me Is this real or another scam
Noooooo please that call sounds like a scam...I have never known Samsung for giving out a huge sum of money over phone. With how the world is today They would send you to their official offices to discuss etc. Never over the phone. A lot of security step measures should be in place for discussing money and never over a phone / email. Keep safe all the best.
Hey g7567019, this is definitely a scam and please block and report the number asap. Samsung will never call randomly and ask for important details straight over the phone. Thank you for asking this question, feel free to reach out again.
Mike Samsung AU
Hi Mike I have just bean contacted by Sarah Scott and a Michael Hirst I have only given name email ph number state am I stuffed I have ph numbers photo identification and pics of other staff members
I have been contacted by Michael Hirst and Cathryn.
Hey Seaan and Terrance please avoid replying or responding to those calls, txts or emails.
Gilbert Samsung AU
Asked me to buy an itune card in order to get the prize is this real or what
Berlin this is definitely a scam. It's good you ask, so that others like yourself are helped.
Mike Samsung
I received a massage from Sarah Scott saying I have chosen to get a prize is this on the system on these number 0642291229?
Yes Berlin as acic said please ignore or delete that message. I am sure it could be anyone random trying to scam you and not just ethnic people.
Mike Samsung AU
Where is my vacuum I ordered in February ?
75" QN85B Neo QLED 4K Smart TV (2022) QA75QN85BAWXXY Serial Number: 0J413NNW100297 Silver 75" Qty: 1 Total: $2,999.00 On the way Arrives on 19/03/23 Delivery Only (Drop Off Service) Shipping Charges: Free
We are currently upgrading our operations and are expecting delays in deliveries.
Please select a preferred delivery date in the calendar above. We will do our best to deliver on your preferred date however; if this date is not available, we will provide you with alternate dates. Please ensure that you or an authorised representative is present to accept delivery, failure to do so may cause delays in redelivery.
Your Sydney office will be inundated with angry people and we will start a riot. Samsung will pay dearly for their treatment of 1,000s of online customers.
The same product ordered on 7th March. No tracking ID or Courier name being provided by Samsung. Multiple calls to Samsung but no update on where the order is. No Email, Call or SMS to give an update on my ordered product. Now on 24th April, the status changed to Delivered when I am still waiting to receive it. Samsung mentioned that their partner courier is ANC. I called up ANC, just to be told that they do not deliver to Tasmania! Now the calls to Samsung are to investigate where they delivered it? Supposedly a Case manager has been assigned who will get back in 2-10 business days. Not a single call from Samsung since 7th March.
Get an answer from our members and Samsung representatives
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