Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a washer back on April 16th, 2024. In the last 4 months the machine has been repaired 3 times, 2 for the same problem, one for a different one.
  Now the machine is down again and smells burned, with a fire risk.
  The warranty expires in three days, we request a new washer to avoid the risk of fire in the future.

  Business Response

  Date: 11/04/2025

  Hello,

  Thank you for taking the time to share with us your experience with Samsung.  We apologize for any inconvenience this issue may have caused you.

  As our warranty policy is for repair, we would be more than happy to dispatch our service centre to inspect and repair your washer.
  
  We appreciate your efforts in communicating your needs with us. Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.

  Roger

  Customer Answer

  Date: 15/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  the repair company worked 3 times on the same problem, and they clearly cannot fix it. The warranty is now expired and I request a new unit as for policy. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 16/04/2025

  Hello,

  As our warranty policy is for repairs, we would not be able to accommodate your request at this time.

  We understand that the technician has scheduled April 17th for repairs.

  Thank you,

  Marcy

• Initial Complaint

  Date:11/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order number is ***************** ticket number is ********. Call service reference number is *******.
  I've recently got an email regarding the adjustment of my trade-in device. Before my device was boxed and shipped back to Samsung, it was in good condition. It was fully functioning and had little to no scratches. I had followed the protocol to factory reset my phone and made sure it still turns on. Please find images and videos attached to this claim.
  The images that I got back from Samsung was not how my phone looked. The images showed rather very damaged side views of my phone and did not show what they claimed as "severely damaged and scratches on the back glass""functional issues". I do not accept this explanation and find it rather unbelievable. I was told a few times from their customer service I can't doing anything about this but I dont think this is fair. I was also told that a company called ******** is in charge of assessing my phone.
  Also, when I demanded for a contact for complaints, the agent(***) simply told me there's no contact for that, how unprofessional. I've since gotten 2 more emails, seemingly generically generated with 95% the same exact wording without any extra investigation or proof. I called customer service and was told there's nothing I can do and felt forced to make a decision on whether to take the offer or not by Apr 22. If failed to do so, they would charge my account automatically with the amount they requested.
  Being a loyal Samsung customer and have owned 3 Samsung phones, 2 tablets along with galaxy earbuds. I am very mad and disappointment with this situation. I feel unfairly treated and tricked.
  I sent the phone fully functioning and in good condition. No detailed proof or report. I believe my phone was poorly handled during the assessment which should not result to value of $0.
  Please help me with investigation soon as I only have until Apr 22 to respond on my decision, if not a charge will be automatically applied.

  Business Response

  Date: 11/04/2025

  Hello *********, 
  
  Thank you for contacting Samsung Canada
  Online Shopping!
  
  We are reaching out to you today regarding
  your Better Business Bureau concern. Firstly, we sincerely apologize for any
  inconvenience that you may have experienced with your order. We would like to
  inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing
  difficulties with your order. We are sorry to hear about this. We would like to
  inform you that our Senior Customer Experience and Escalations representative
  has reached out to you with an update regarding your case via email on April 11, 2025, to the email address that you have provided.
  
  If you have any questions or concerns,
  please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any
  inconvenience that you may have experienced.
  
  Thank you for your patience and for
  choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 15/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have made several attempts to request for clear and detailed evidence of the damage to my device, which Samsung has claimed has "severe damage and scratches on the back glass". The issue is unresolved and I never received the proof they claimed, making the charge unjust.The third-party partner, ********, is responsible for the assessment of my device, and I have been told that there’s no further escalation possible with Samsung. I would appreciate further assistance in resolving this issue.

  The only images attached to the claim were of the "side" of the phone. There's no unboxing videos of the phone prior to ********'s assessment. I suspect ********** activity. I demand a detailed report of all the damages and the assessment of the phone proving it to be deemed $0 of value. My phone was still working fine prior to trading it in and the appearance had little to no damage. It is rather hard to believe that was my phone just looking at the 2 pictures samsung has supplied. 

  The responses that I got from Samsung were very much the same everytime, without even any changes in wording, making me doubt that any action was taken prior to the reply. I still feel unjustly treated and would like an official, thorough explanation, not just 2 images that don't even match the description of the assessment of  "severe damage" resulting to $0 value of the device. I also need a video of the agent from ******** opening the original box that was used to mail the trade in device and the condition of the phone then.

  If failed to do so, I do not think the trade is fair and I suspect ********** activity and may consider taking legal action.

  
  Sincerely,
  
  
  
  ********* ***

  Business Response

  Date: 17/04/2025

  Hello *********, 
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern. Firstly, we sincerely apologize for any inconvenience that you may have experienced with your order. We would like to inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing difficulties with your order. We are sorry to hear about this. We would like to inform you that our Senior Customer Experience and Escalations representative has reached out to you with an update regarding your case via email on April 17, 2025, to the email address that you have provided.
  
  If you have any questions or concerns, please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 24/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have sent me an email a week ago honoring the original price adjustment/value of my trade in device. They have promised me they would not charge me card on Apr 22.

  I replied them with an email suggesting them to review the quality of service of their business partner ********, since this experience is very disappointing and had ruined my trust and Samsung's reputation as a company. 
  
  
  
  Sincerely,
  
  
  
  ********* ***

• Initial Complaint

  Date:10/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  I need help please.
  
  I bought a band new 57" Odyssey Neo G9 Gaming Monitor G95NC on November 2, 2024 and have recently found it has a fault with a large dimmed scan line down the middle.
  
  I bought it on sale in addition to doing a trade in with my old monitor. It was a very good deal combined with the trade in offer which were both factors in me purchasing it, I could never have afforded it at full price. I work lots of overtime during last summer saving up for it.
  
  I have a Samsung service ticket open (Service Order: ********** / Service Request: **********), but it's been very confusing and they claim they don't have the part to repair it and won't replace it and I feel there has been no progress in finding a resolution.
  
  Originally, they wanted me to send the monitor back but lacked detail (email chain 1). Then they said a local repair shop would come look at it (*****), which I haven't heard back from since my original email to them explaining the problem. Then the latest emails (email chain 2) they only want to refund me which seems like a really bad option for me.
  
  All they have offered is a refund now, which I do not want. Their refund seems like a really bad deal because they do not include the trade in value of the monitor they took ($300 which I would loose), and they only process it after I ship back this giant monitor. The other problem is the packaging for it was huge, and to ship it back without the original packaging (size of a small fridge, who would keep that?) is it's almost guaranteed to get damaged due to the large size and extreme curve of it. I have a feeling they would probably blame shipping damage on me and not process the refund if I shipped it back to them. I like the monitor, but it's defective when running it at it's advertised specs.
  
  The outcome i'm looking for is a replacement or repair and I feel like they're running me around in circles not so I'm really hoping to get some help or advice.
  
  Kind regards,
  *****

  Business Response

  Date: 10/04/2025

  Hello *****, 

  Thank you for bringing this to our attention, we apologize for the inconveniences.

  Please be advised unfortunately the repair cannot be completed at this time as the part needed for the repair is currently on back order and will not be available until August 9, 2025. 

  As for the replacement, model LS57CG952NNXZA Odyssey G9 is also out of stock from our website and will not be available until mid-June. 

  As for the refund amount offered, we are currently reviewing with our respective teams to address the trade-in value question. We'll continue investigating this matter, and get back to you with an update. 

  Khalil Z.

  Samsung Electronics Canada. 

  Customer Answer

  Date: 10/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  I am willing to wait up to a couple of months until either replacement stock arrives or repair parts arrive. Even if they account for the $300 trade in discount I still do not wish to seek a refund. 

  I do not wish to seek a refund because I wish to keep this monitor and have built my whole computer setup around it. It's a very good monitor when it works, I just would like a fully functional one that is free of defects. I am able to still use it if I lower the settings and specs, so waiting is not an issue. As long as I am not made to wait for many months or until the warranty expires. I can wait 1 or 2  months no problem for backorder stock or parts to arrive.

  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 11/04/2025

  Hello, 

  Thank you for letting us know, and we appreciate your patience. We have advised our team of your decision, and we will proceed accordingly with repair if part's status is update, or if replacement stock is available for exchange instead whichever comes first.  

  Kind regards,

  Khalil.

  Samsung Electronics Canada.

  Customer Answer

  Date: 16/04/2025

  
  
  Better Business Bureau:
  
  The resolution will not be complete until
  my monitor is repaired or replaced, but this solution is acceptable. I shall
  await an update from Samsung over the next couple of months for a status update
  on replacement parts or unit. If I do not hear back by the end of June then I
  shall reach out to Samsung and hopefully we can come to a mutual agreement on
  the best way forward without having to involve BBB again.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Samsung offered a trade-in promotion for a new phone. I answered the questions honestly and submitted the phone as trade-in. Initial assessed value was $260.
  
  2 MONTHS after submitting the phone, SAMSUNG suddenly deducted $260 from the value - completely out of the blue and shocking. Using Samsung's own online assessment, if I had broken a screen, the trade-in value would have been $100. My device had NO SUCH ISSUES. The phone I submitted had no damage and no screen issues. Device was not dropped, no bent frame, no issues with back glass not even a scratch as there was a dbrand skin installed.
  
  Attempted to contact Samsung and they refused to explain why. They claimed "Scratches on Panel" but there was a glass screen protector from day one.
  
  Submitted pictures as evidence and they refused to budge.
  
  They also refused to explain what their issue with the trade-in device was. No pictures, no description. They claimed damage to display panel - but there was no damage when I submitted the device. *** ******** **** ******* ***** ********* *** ********* There needs to be some explanation and reasonable settlement - I had submitted a working device - It does not make sense to have a value of $0.
  
  At this point this is very unjust and suspicious - as I can no longer return the S25 Ultra and refusing the trade-in out of the question as the value has dropped even further. I also do not know what condition the phone is in or what they have done with it.

  Business Response

  Date: 10/04/2025

  Hello ****,
  
  Thank you for contacting Samsung Canada
  Online Shopping!
  
  We are reaching out to you today regarding
  your Better Business Bureau concern. Firstly, we sincerely apologize for any
  inconvenience that you may have experienced with your order. We would like to
  inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing
  difficulties with your order. We are sorry to hear about this. We would like to
  inform you that our Senior Customer Experience and Escalations representative
  has reached out to you with an update regarding your case via email on April 10, 2025, to the email address that you have provided.

  Upon inspection by our trade-in partner, ********, there appears to be damage that differs materially from the condition described in the trade-in quotation tool. You can view the images of your device by visiting the Galaxy Upgrade website. These images show scratches on the back of the device and visible signs of wear and tear. Additionally, ******** provided pictures of your device with the IMEI number showing. This IMEI number matches the one that you entered at the checkout stage. This has resulted in an adjustment to the final value of your device. Your readjustment offer was made in accordance with our trade-in policy.

  To read more, you may
  visit the Trade-In Terms and Conditions below.
  https:*********************************************************************************

  If you have any questions or concerns,
  please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any
  inconvenience that you may have experienced.
  
  Thank you for your patience and for
  choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 15/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: nothing you have stated has differed materially from what your support staff have already claimed.

  I have already submitted photos of the undamaged phone - also with the clear image of the IMEI code.

  I have already stated my position that ******** is *****.  There is no damage shown in the pictures that ******** provided.

  
  Sincerely,
  
  **** ***

  Business Response

  Date: 17/04/2025

  Hello ****,
  
  Thank you for contacting Samsung Canada
  Online Shopping!
  
  We are reaching out to you today regarding
  your Better Business Bureau concern. Firstly, we sincerely apologize for any
  inconvenience that you may have experienced with your order. We would like to
  inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing
  difficulties with your order. We are sorry to hear about this. We would like to
  inform you that our Senior Customer Experience and Escalations representative
  has reached out to you with an update regarding your case via email on April 17, 2025, to the email address that you have provided.
  
  If you have any questions or concerns,
  please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any
  inconvenience that you may have experienced.
  
  Thank you for your patience and for
  choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 24/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  According to the representative, they have extended an offer to accept the original trade-in value, and no further charges will be placed, which I have accepted.

  Thank you.

  
  Sincerely,
  
  
  
  **** ***

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JAN 22 2025: Purchased Samsung phone from their website. I got credit for my purchase upon me sending in old phone with their trade-in program.
  -Once I receive my new phone, I expected an email detailing how to ship my old phone, or be charged in full. The email was not received. I checked my main inbox/junk. This was never a problem with past purchases. Ive always received those emails.
  So I contacted them. I informed them about the missing instructions. I was assured that the email would be sent soon.
  - I contacted them again around 2 weeks later. I reiterated the issue of the missing email/expressed my concern regarding a potential chargeback. Again, I was assured that the email would be sent, it was system experiencing backlogs.
  -MAR 26 2025: Chargeback of $519.80
  I contacted again, I explained there was no email and requested a reversal of charges with chance to complete the trade-in. Agent stated that 3 emails had been sent to me concerning the trade-in (on Jan 29th, Feb 7th, and Feb 13th). I firmly stated that I had not received these emails and requested to speak with a manager.
  The manager provided the same dialogue + declined to offer assistance, suggest that I should have contacted support earlier – but i did in Jan and Feb. Further investigation on my part revealed that Samsung support, when contacted on APR 3 2025, admitted that they have no system or method to verify past customer support interactions as their own system lacks the capability to confirm such interactions. I contacted support via phone, a rep acknowledged my previous contact in February. Later, I received an email from them. This email contained a critical error, stating that "all 3 emails had been sent to “**********@*******.com". This email is entirely unknown to me. This gives clear evidence that the trade-in instructions were never directed to my email
  
  Despite presenting this evidence to them, my attempts to escalate the issue and obtain a resolution have been unsuccessful

  Business Response

  Date: 10/04/2025

  Hello ****,
  
  Thank you for
  contacting Samsung Canada Online Shopping!
  
  We are reaching out to
  you today regarding your Better Business Bureau concern. Firstly, we sincerely
  apologize for any inconvenience that you may have experienced. We would like to
  inform you that we have thoroughly reviewed your case.
  
  Please note, our
  Senior Customer Experience Representative has reached out to you via email on
  April 10, 2025, with all the details regarding your trade-in. We understand
  that you are experiencing difficulties with your trade-in offer as you received
  a clawback charge for not sending your trade-in device. Additionally, we
  understand that you expressed concerns that the trade-in emails may have been
  sent to the incorrect email address. We would like to inform you that have
  thoroughly reviewed your concern.
  
  Upon a thorough review,
  we can confirm that all three emails were sent to the email address we have on
  file, *******@*******.com. This email matches the email address that you
  entered at the checkout stage as well as the email address you used to file
  your Better Business Bureau complaint. We see that you received emails with the
  shipping label and instructions on how to return your trade-in device on
  January 29, 2025, from our trade-in partners, ********. You also received two
  reminder emails on February 7 and on February 13. All three emails were sent to
  the email address we have on file *******@*******.com.
  As stated in our Trade-In Terms and Conditions, these emails come from an
  ******** email address, not a Samsung email address.
  
  In the email sent by
  our Senior Customer Experience Representative, a screenshot was provided
  showing that ******** sent the emails to the correct email address.
  Additionally, a copy of the email was also attached in the email for reference.
  
  Unfortunately, as you
  did not send your device, your trade-in offer expired and you were clawed back
  for your estimated trade-in value as well as any promotional trade-in offers
  that were applied to your order at checkout.
  
  As stated in section
  11 of our Trade-In Terms and Conditions, You may be subject to charges as
  follows: Non-Return Charge: If you fail to ship your used device to ********,
  Samsung will charge you the full amount of the Trade-In Value, and any
  applicable Promotional Trade-In Credits, that was applied to the purchase of
  your new Samsung product, plus applicable taxes (“Non-Return Charge”).”
  
  To read more, you may
  visit the Trade-In Terms and Conditions below.
  https://*******************************************************************************
  
  We understand that this is
  not the outcome you were hoping for, however, your case has been thoroughly
  reviewed, and this is our final decision. Unfortunately, we will not be able to
  action your case further at this time.
  
  We sincerely
  appreciate your understanding on this matter.
  
  Thank you for choosing
  Samsung Canada and have a great rest of your day!
  
  Retail Executive
  Office
  Samsung Electronics
  Canada Inc.

  Customer Answer

  Date: 14/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The ample evidence I had against samsung
  
  Among them are some key points:
  - I've used this trade-in program many times, never having issues with emails which proves to me I DO receive these emails and that that dont go through my junkmail.  Including coupon codes, promotional emails, and yes, trade-in emails.
  - When contacting them within the trade in timeline, agents had never offered assistance in re-sending emails, but simply told me to wait that it will come.  That I will not get charged.  That they are having issues with sending emails thanks to the demand.
  - The agent that replied to my complaint with BBB is ********, their Senior Claims Specialist.  One of the agents that had been in contact with me previously that has not been reasonable in achieving a result we can both agree with.
  - Samsung has been sending my emails to a completely wrong address, and I have proof of this via an email with ********.
  - Samsungs cannot prove that I had "received" emails simply by basing their proof from their system saying it was "sent"
  
  Listen, if I had received the instructions via email, I would have sent Samsung the device (as i have many times in the past without issues), and would completely understand if I had missed my chance had I received these instructions and not acted upon it.  But this isn't the story here.  The error is on Samsung's part.  I am a returning customer of many years, purchasing many Samsung products.  How unreasonable they were with me during this entire process is disheartening, and changes my view of the company as a whole.
  
  Im asking that Samsung refund me the unjust clawback fee, and allow me to return the trade in device.  I am not asking for much, but a fair resolution for both of us.
  
  Sincerely,
  
  
  
  ****

  Business Response

  Date: 23/04/2025

  Hello ****,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern.
  Firstly, we sincerely apologize for any inconvenience that you may have
  experienced. We would like to inform you that we have thoroughly reviewed your
  case.
  
  Please note, our Senior Customer Experience Representative has reached out to
  you via email with the final update on case on April 10, 2025, with all the
  details regarding your trade-in.
  
  We understand that this is not the outcome
  you were hoping for, however, your case has been thoroughly reviewed and this
  is our final decision. Unfortunately, we will not be able to action your case
  further at this time.
  
  We understand that you were experiencing
  difficulties with your trade-in offer as you received a clawback charge for not
  sending your trade-in device. Additionally, we understand that you expressed
  concerns that the trade-in emails may have been sent to the incorrect email
  address. We would like to inform you that have thoroughly reviewed your
  concern.
  
  As previously mentioned, upon a thorough review alongside our trade-in partners,
  ********, we can confirm that all three emails were sent to the email address
  we have on file, *******@*******.com. This email matches the email address
  that you entered at the checkout stage as well as the email address you used to
  file your Better Business Bureau complaint. We see that you received emails
  with the shipping label and instructions on how to return your trade-in device
  on January 29, 2025, from our trade-in partners, ********. You also received
  two reminder emails on February 7 and on February 13. All three emails were
  sent to the email address we have on file *******@*******.com. As stated
  in our Trade-In Terms and Conditions, these emails come from an ******** email
  address, not a Samsung email address.
  
  In the email sent by our Senior Customer Experience Representative, a
  screenshot was provided showing that ******** sent the emails to the correct
  email address. Additionally, a copy of the email was also attached in the email
  for reference.
  
  Unfortunately, as you did not send your device, your trade-in offer expired and
  you were clawed back for your estimated trade-in value as well as any
  promotional trade-in offers that were applied to your order at checkout.
  
  As stated in section 11 of our Trade-In Terms and Conditions, You may be
  subject to charges as follows: Non-Return Charge: If you fail to ship your used
  device to ********, Samsung will charge you the full amount of the Trade-In
  Value, and any applicable Promotional Trade-In Credits, that was applied to the
  purchase of your new Samsung product, plus applicable taxes (“Non-Return
  Charge”).”
  
  To read more, you may visit the Trade-In Terms and Conditions below.
  https://*******************************************************************************
  
  We understand that this is not the outcome you were hoping for, however, your
  case has been thoroughly reviewed multiple times with our team as well as with
  ********’s team. Based on our review, all of the emails regarding your trade-in
  offer were correctly sent to *******@*******.com from ********’s email address, *******@*.********.com and all evidence on our end show that this is the case. As such, this is our
  final decision. Unfortunately, we will not be able to action your case further
  at this time.
  
  While we understand that you may be
  disappointed that you were not able to take part of the trade-in offer, the
  good news is that should you wish to use this IMEI on a trade-in for a future order,
  you will be able to do so without issue.
  
  We sincerely appreciate your understanding on this matter.
  
  Thank you for choosing Samsung Canada and have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opted in to trade in my phone. My phone was in perfect condition when I sent it (I have a third party that can attest to the condition).
  
  The receiver of my phone pried off the back panel , damaging the phone.
  
  I have tried discussing the matter with customer support. However, noone is willing to investigate. After many attempts I finally received the name of the assessor and have left a voice-mail requesting a call back.
  
  It is extremely unprofessional that nooone can provide the right contact information to samsung staff or investigate the matter with their own vendor.
  
  I would like samsung to take to accountability and acknowledge that they have damaged the phone and will provide the value as stated in the original agreement.
  
  I am providing images of the back pried off.

  Business Response

  Date: 10/04/2025

  Hello ********,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern.
  Firstly, we sincerely apologize for any inconvenience that you may have
  experienced. We would like to inform you that we are thoroughly reviewing your
  case.
  
  We understand that you are experiencing difficulties with your order. We are
  sorry to hear about this. Our Senior Customer Experience Representative
  will be reaching out to you via email within the next 1-2 business days. Your
  patience is greatly appreciated. 
  
  If you have any questions or concerns, please don't hesitate to contact the
  representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest
  of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 28/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The refund is still pending. I will be in touch if there is an issue.
  
  
  
  Sincerely,
  
  
  
  ******** ***

• Initial Complaint

  Date:31/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase Date – April 23rd, 2024
  Purchase price - $1,114.40
  What the business committed to provide you – 1 Year Warranty
  Nature of dispute – Our washer is having issues with the drum bearing being worn out and is making excessive noise when spinning. We filed for a repair claim and a technician was sent to our property. Our washer and dryer are located at our business unit, however we also reside at the business. Due to the fact our washer is located at the business, Samsung stated that they will not cover commercial usage for the machine. It was explained many times to both Samsung and the Technician that the washer and dryer were bought and solely utilized for cleaning our own personal clothing. Over many communications back and forth with Samsung they kept repeating the same thing over and over again. They refuse to acknowledge what I am saying and now I have given up trying to communicate with them as we are so frustrated. The business has done nothing to resolve the issue.

  Business Response

  Date: 31/03/2025

  Hello,

  Thank you for taking the time to share with us your experience with Samsung.  We apologize for any inconvenience this issue may have caused you.

  As the unit is located in a commercial environment, this would void the warranty as detailed in the warranty section of your user manual.
  
  We appreciate your efforts in communicating your needs with us. Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.

   

  Marcy

  Customer Answer

  Date: 01/04/2025

  
  
  Complaint: 23134480
  
  
  
  I am rejecting this response because:

  Warranty does not detail that the washer must not be housed in a commercial environment. Warranty states it must not be used for commercial purposes or heavy usage. There is a very big difference between the two terms. As previously discussed and shown to technician who visited the property, the washer is being utilized for personal items (Clothing). As such, this does fit within the recommended usage of the machine and should be covered under warranty.

  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 02/04/2025

  Hello,

  A this is being used in a commercial environment, we cannot verify who is using the unit.  Commercial usage voids the warranty unfortunately.

  Thank you,

  Roger

• Initial Complaint

  Date:28/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed 2 orders for phones. The promo was to receive a $450 credit off the purchase price of each phone, when sending in an old qualifying phone. I sent in 1 old phone for each order, which would give me $450 off each order.
  Both old phones were shipped on February 18, 2025 via ***** and received by Samsung on February 21, 2025 (*** ******** ****).
  
  - The phone sent in on Order **************** was assessed and a promo credit was to be issued. I've now been charged $450 (plus tax), rather than being credited the promo value.
  - The phone sent in on Order ***************** was received at the same time as the other order, but was never actually assessed. There is an email showing it was received by Samsung, and that an assessment would take place, but that never happened. I've now also been charged $450 (plus tax), rather than being credited the promo value.
  
  I have ******** relevant tracking information and trade in communication for everything.
  
  Essentially, Samsung is saying I didn't send in phones on time (which tracking clearly contradicts), and that assessments weren't completed (contradictory for the 1 order, and simply not completed as it should have been for the second order).
  
  As a result of these errors, Samsung has debited my bank account a total of $900 plus tax. This needs to be reversed immediately, that's the only solution to their errors.

  Business Response

  Date: 03/04/2025

  Hello ****,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern.
  Firstly, we sincerely apologize for any inconvenience that you may have
  experienced. We would like to inform you that we are thoroughly reviewing your
  case.
  
  We understand that you are experiencing difficulties with your order. We are
  sorry to hear about this. Our Senior Customer Experience Representative
  will be reaching out to you via email within the next 1-2 business days. Your
  patience is greatly appreciated. 
  
  If you have any questions or concerns, please don't hesitate to contact the
  representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest
  of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 04/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The issue is not resolved. I have received communication from ******** explaining things are being worked on, but until the issue is resolved and I'm given a refund, responses will be rejected.

  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 10/04/2025

  Hello ****,
  
  Thank you for contacting Samsung Canada
  Online Shopping!
  
  We are reaching out to you today regarding
  your Better Business Bureau concern. Firstly, we sincerely apologize for any
  inconvenience that you may have experienced with your order. We would like to
  inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing
  difficulties with your order. We are sorry to hear about this. We would like to
  inform you that our Senior Customer Experience and Escalations representative
  has reached out to you with an update regarding your case via email on April 10, 2025, to the email address that you have provided.

  Please note, your orders have been sent to
  ****** to refund the trade-in clawbacks. Both of these refunds can take up to 3-5 business days to be fully processed. If the refunds do not appear onto your
  ****** loans in this timeframe, feel free to contact ****** directly. You may
  contact ****** by calling ************* or by clicking on the link below:

  https://************************************************

  
  We sincerely apologize for any
  inconvenience that you may have experienced.
  
  Thank you for your patience and for
  choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 15/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I still haven't received a refund for either device. The only solution is to refund my money. Until then, the response will be a rejection.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 17/04/2025

  Hello ****,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern. Firstly, we sincerely apologize for any inconvenience that you may have experienced with your order. We would like to inform you that we have thoroughly reviewed your case.
  
  We understand that you were experiencing difficulties with your order. We are sorry to hear about this. We would like to inform you that our Senior Customer Experience and Escalations representative has reached out to you with an update regarding your case via email on April 16, 2025, to the email address that you have provided.

  We are sorry to hear that your refunds have not been processed yet. We would like to inform you that we've reviewed your concern with ******. We are happy to inform you that ****** has confirmed that your refunds for the trade-in clawbacks were successfully processed onto your ****** loans for both orders on April 16, 2025.
  
  If you have any further questions or concerns regarding your refunds, please contact ****** directly. You may contact ****** by calling ************* or by clicking on the link below: 

  https://************************************************

   

  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 24/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  It is unfortunate it happened in the first place, and took nearly a month to be resolved. It was unbelievably frustrating, and I'd advise anyone to thoroughly consider buying from a different company
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:27/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new phone(Galaxy S25 Ultra) from Samsung on January 25, 2025. There was a promotion to trade in an old phone and I was supposed to receive some credit towards the new phone. I traded my old Samsung Galaxy S21 Ultra 5G 256GB and as per their online assessment I was supposed to get $692.00 credit towards my new purchase. After I sent my old phone, they came back and told me that they would only give me credit of $600 and that I had to pay the extra $92+tax because they said I sent in an incorrect model, even though I gave the right model number and IMEI number. They also told me that my screen was cracked, even though I already mentioned that when I did my initial assessment. They also said there scratches on the back of my old phone and sent me some pictures, where I don't see any scratch. I also have proof of Video that I took while packaging the old phone, where it's clear that there are no scratches. ******* ** * **** ******** *** *** ***** **** ********* *********. I would like to have this issue investigated.

  Business Response

  Date: 28/03/2025

  Hello ********,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern.
  Firstly, we sincerely apologize for any inconvenience that you may have
  experienced. We would like to inform you that we are thoroughly reviewing your
  case.
  
  We understand that you are experiencing difficulties with your order. We are
  sorry to hear about this. Our Senior Customer Experience Representative
  will be reaching out to you via email within the next 1-2 business days. Your
  patience is greatly appreciated. 
  
  If you have any questions or concerns, please don't hesitate to contact the
  representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest
  of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

• Initial Complaint

  Date:27/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding the trade-in issue. I sent a completely normal device. But the device was damaged in Samsung's trade-in department. Then Samsung sent photos of the damaged device and asked me to pay extra fees to cover this issue. I contacted Samsung customer service and sent photos before shipping to them. But I didn't receive a response from Samsung for more than 2 weeks. Samsung also directly charged an extra amount from my credit card to pay.

  Business Response

  Date: 28/03/2025

  Hello **,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau concern.
  Firstly, we sincerely apologize for any inconvenience that you may have
  experienced. We would like to inform you that we are thoroughly reviewing your
  case.
  
  We understand that you are experiencing difficulties with your order. We are
  sorry to hear about this. Our Senior Customer Experience Representative
  will be reaching out to you via email within the next 1-2 business days. Your
  patience is greatly appreciated. 
  
  If you have any questions or concerns, please don't hesitate to contact the
  representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest
  of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 31/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ** ***