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Consumer Complaints

BBB Accredited Business since 6/22/2010

Samsung Electronics America Inc.

(800) 726-7864

Customer Complaints Summary

4526 complaints closed with BBB in last 3 years | 1792 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 236
Billing/Collection Issues 12
Delivery Issues 112
Guarantee/Warranty Issues 529
Problems with Product/Service 3637
Total Closed Complaints 4526

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. 

 

 

 



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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.