BBB Accredited Business since 6/22/2010
Samsung Electronics America Inc.
Customer Complaints Summary
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3775|
|Total Closed Complaints||4739|
Additional Complaint Information
Consumers have reached out to BBB with reports they were having difficulties obtaining promotional items offered by Samsung during a special promotion.
On June 23, 2016, BBB contacted Samsung to address a possible pattern of complaints.
Samsung provided the information below.
“Samsung respects the important role the Better Business Bureau plays in our marketplace and we take these inquiries seriously. There was significant consumer excitement surrounding our Galaxy S7 launch offer in March of this year and we are pleased to see this strong interest and consumer engagement with our brand. In order to meet the high levels of consumer interest in the promotion, we greatly expanded the quantity of redemption gifts available, far exceeding the limits outlined in the terms & conditions. We made sure to communicate that the expanded quantities of redemption gifts would ship on delayed timelines and therefore also offered consumers an additional option allowing them to choose a samsung.com gift coupon redeemable immediately in lieu of waiting on the delayed shipment. Over the past several months, we have invested in additional staff and infrastructure to expand our customer call center support for promotions of this type and increased coverage to around the clock 24 x 7, 365 days a year. We are aware that in certain cases there was some consumer confusion and frustration with the offer, particularly with respect to whether and how consumers qualified for the online exclusive Gear S2 option at Verizon. Consumers who did not qualify for the online exclusive but otherwise qualified for the promotion were shipped a Gear VR in accordance with the offer terms & conditions. All Gear VR and Gear S2 3G redemption gifts, including the expanded quantity of gifts made available, have now shipped to consumers.”
BBB is satisfied the business has addressed the issues that created a problem and will continue to monitor any incoming complaints.
Complaint Breakdown by Resolution About Complaint Details
View Complaints Summary by Resolution Pie Chart on Samsung Electronics America Inc. Complaint Resolution Pie Chart: Complaints
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