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: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 some phones from samsung Via ****** and choose to do the trade in. So when I recieved the phones I didnt see a slip to return the trade in phones... makes sense that a waybill should be included so that you can send them your trade in phone right away. So where I live I have a samsung store and I went to bring them there since the waybill wasnt included in the package. They told me that they couldnt recieve them there and to wait for the email. They said that the email usual takes a while.
  So fast forward to now... I see that ****** has now charged me for the discount trade in for the 2 phones. I tried settling this matter with them via support and they said they couldnt help me... ***** ***** ****** **** **** ***** ** ** **** ****.

  Business Response

  Date: 28/03/2025

  Hello Irving, 

  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:

  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.

  On March 26th, I got a $472.5 charge from Samsung. I have not placed an order with Samsung recently, so I contacted their customer service. They said
  "You got charged because you have sent a wrong model. Expected device model- Samsung.SM-G920W8. Received model- Universal..Universal Smartphone.Any.1GB.Generic"
  I already received the email a week ago confirming my phone passed inspection and no further action is required. Then I asked them for a proof showing I sent the wrong model but they said,
  "At the moment, we do not have any possible option to escalate the issue or help you in this regards, as per the ********, they have received the different model than device which is described, unfortunately, we do not have an option to help you at the moment."
  Samsung is ******** people's money by utilizing their final sole discretion of trade in process. As customer, I do not have any option to get my trade in credit even I sent the correct phone model. All Samsung did was "Can't help you, you sent the wrong model" without any proof justifying their statement.
  I sent over 20 trade-in devices over the last 12 months and I can confirm I have sent the correct model to Samsung ******** this time, too. I request Samsung trade in team to inspect my phone again and refund me the charges if my phone meets their requirement.

  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:24/03/2025

  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 recently purchased the Samsung Galaxy Watch 7 with a band for $315.00, upgrading from my Galaxy Watch 6. It was delivered on 02/26/25. However, after just 2-3 days of use, I noticed the battery wouldn’t last a full day and was completely drained by 5 PM. Instead of using the watch to track my sleep, I found myself charging it every evening.
  After researching the issue, I discovered that the Galaxy Watch 7 has a known problem with rapid battery drain. I tried following some online suggestions, like disabling notifications, but I quickly realized that calls, texts, and other notifications are essential to me. As a result, I decided to contact Samsung about returning the watch.
  Samsung's chat support initially wanted to troubleshoot the issue with me, but I explained that the watch was dead, and I was at work. I also made it clear that I wanted to return the watch since it was essentially unusable without constant recharging. They agreed to accept my return, Galaxy Watch 7, the unopened band, and the unused charger. However, they refunded my payment on 03/11/25 minus a 10% deduction.
  When I called Samsung for clarification, I was told they had made an exception for me since they typically do not accept returns for Bluetooth watches. This information was never communicated to me during the return process. Later, a manager called me back and explained that it was my responsibility to read their terms and conditions, and that the 10% deduction would not be refunded.
  I feel frustrated and unfairly treated. There are a few things that bothers me. Why wouldn’t Samsung accept a return for a defective product? ***** ** ******** **** ***** **** ********* ***** ** *** ******* ***** **** *** ***** *. Why continue selling a product with such a flaw? ** ***** **** * ****. The $35 deducted from my refund isn't the primary issue—it’s the principle. The watch was defective, and I believe I was treated unfairly as a consumer

  Business Response

  Date: 27/03/2025

  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: 28/03/2025

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

  Frustration
  with response:
  I
  find it frustrating that Samsung is citing policies instead of addressing
  the real issue.

  
  Defective
  product:
  The
  product I received was defective, and Samsung should take full
  responsibility for this.
  Despite
  receiving a faulty product, I was still charged a 10% restocking fee,
  which makes it feel like returning the product was a favor to me rather
  than the right thing to do.

  
  Battery
  drain issue with Galaxy Watch7:
  Samsung
  is aware of the Galaxy Watch7’s known battery drains issues.
  It’s
  concerning that this product continues to be sold despite these known
  flaws.
  If
  there are known issues with a product, why is it still being sold to
  customers without a proper resolution?

  Issue not about the $30 restocking fee:
  The issue is not about the restocking fee; it’s about fairness and the customer experience.
  
  Response
  to policies:
  Instead
  of hiding behind policies, Samsung should focus on ensuring that
  customers receive fully functional products and are treated fairly when
  issues arise.

  
  Disappointing
  experience:
  This
  experience has been disappointing, and I expected better from Samsung.

  
  Feedback
  for improvement:
  I
  hope this feedback is taken seriously to prevent other customers from
  experiencing the same situation.
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 08/04/2025

  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 a final update regarding your case via email on March 27, 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.

• Initial Complaint

  Date:21/03/2025

  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.

  On April 15, 2024, I made the following purchases from **** *****:
  Purchased Products:
  • Samsung Washer
  • Samsung Fridge
  • ***** Washer
  
  Total Purchase Amount: $3,718
  
  Issues with Samsung Washer (1-year warranty):
  
  The washer was delivered in May or June 2024 (I'm unsure of the exact date). Shortly after receiving it, we began experiencing issues. A technician visited to address the problem, but the issue persisted and was not resolved. As the problem worsened, we contacted customer support again (claim ********** & **********), and a technician returned in January 2025. However, he was unable to identify the issue.
  The specific problems we’ve encountered are as follows:
  
  • The washer shakes excessively during operation.
  • It fails to drain the water, requiring us to run a separate drain cycle, wasting electricity.
  • The machine makes extremely loud noises, resembling the sound of an impending explosion (I can provide video evidence).
  • The washer leaves oil-like stains on clothes, which damages them.
  I have been in constant communication with Samsung, requesting a replacement for the faulty washer, but the technician has been unable to determine the cause of the problem. Samsung’s response has been that, because the technician cannot pinpoint the issue, they believe no issue exists. This is deeply concerning. I even asked Samsung support if they would consider a patient to be healthy if a doctor could not diagnose their illness—would that mean the patient isn’t sick?
  
  ********* ******** ** **** ****** *** **** ********** For months, they continually dismiss my concerns, promising to investigate but offering no resolution. I have also made repeated attempts to reach out to **** *****, but they have not been able to assist me either.
  
  I am extremely frustrated, as this situation violates consumer protection laws and the Consumer Protection Act, 2019.
  
  I would like to return this washer and get my money back.

  Business Response

  Date: 21/03/2025

  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.

  We will be in contact with the service centre in order to review your concern further.

  We appreciate your efforts in communicating your needs with us. Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.

  *****
  
  

  Customer Answer

  Date: 21/03/2025

  
  
  Complaint: ********
  
  
  am rejecting Samsung’s response because it fails to adequately address or resolve the ongoing issue with my faulty washer, which remains unresolved despite months of back and forth communication. Samsung has repeatedly failed to repair the washer, yet continues to send technicians who are unable to resolve the problem. Despite being fully aware that the product is defective and repair attempts have failed, Samsung refuses to issue a refund or replacement.
  
  
  This is in direct violation of Canadian Consumer Protection Laws, particularly the Consumer Protection Act, 2002 * ***** ******** *** ********* *** ***********
  ** ******* * * ******* ********** *** *********** ***** **** ** ** ********** ******** *** *** *** ******** ******** *** ******* *** * ********** ******* * ****** **** ********** ***** ******* ******** ****** ******** ******* **** *** **** ***** **********
  ** ******* ** * ****** ********** ** ** ********** ** ****** ******** ** **** * ************** **** * ******* *** ** ******** **** **** ** *** *** ***** ********** ** **** *********** *** ****** ******* *** ***** ********* ** * ********** ** ********* *********
  ** ******* ** ******* ********* ******* ***** *** **** ** * ****** ** ************ ****** * ********** ***** *** ******** ** ******** ** * ****** ** ************ ********* ******* ** ** ******* ***** ****** ** ****** ******** ** * ***** ********* ** ***** *******
  My rejection is based on Samsung’s failure to:
  • Acknowledge the product as defective despite clear evidence,
  • Offer a meaningful resolution such as a refund or replacement,
  • Comply with the consumer rights and obligations outlined in the applicable legislation.
  
  This ongoing situation is both unacceptable and ********. 
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 26/03/2025

  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.

  Our service centre has advised us that they have contacted you to arrange repairs, and that you have declined any further repairs.  As our warranty policy is for repairs, please notify us if you wish to proceed with repair at this time.
  
  We appreciate your efforts in communicating your needs with us. Thank you for your time.
  
  Sincerely,

  *****

  Samsung Electronics Canada Inc.
  

  Customer Answer

  Date: 26/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Given the history of this case, I find any suggestion of further repair attempts to be unreasonable. I have already complied with two service calls, yet the washer remains unusable. It is unacceptable to expect me to continue waiting and scheduling endless technician visits for a brand new appliance.

  Under the Consumer Protection Act, I am entitled to a refund or replacement when a product is defective and cannot be repaired in a reasonable time. This washer was sold by **** ***** in a faulty state, and the repeated failed attempts to repair it confirm that. Whether the refund comes from Samsung or **** *****, I expect a resolution.
  
  The term “reasonable time” has already been exceeded. The washer has been in my possession for months without functioning properly. Two failed repairs over this period indicate that the problem is not minor and may not be easily fixable.
  
  I have detailed documentation proving that I was sold a defective product (video evidence can be provided) , and I am prepared to pursue this until it is resolved.

  Therefore, I must respectfully refuse any further technician visits as a solution. It is clear that a different approach is needed now.  Ultimately, I want a refund — whether it be from Samsung or **** ***** — otherwise I will continue to escalate this issue, as I have all the evidence that I was sold a faulty product.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 27/03/2025

  Hello,

  As you have declined repair, there would not be anything further we can advise you in regards to this concern going further.

  Thank you.

   

  *****.

  Customer Answer

  Date: 27/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there have already been two repairs done to the unit and the problem still persists. I have video evidence of the issues that I can provide.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 28/03/2025

  This email is in regards to complaint ********.
  
  We are willing to have a technician come to our residence to take a look at the washer if that is ultimately what will issue us a refund.
  
  Are you able to notify Samsung ?
  
  Thanks!

  Business Response

  Date: 28/03/2025

  Hello,

  Our service centre will be in contact with you to arrange a repair date and time.

  Thank you,

  *****

  Customer Answer

  Date: 10/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the issue with our washer is still not resolved:

  - making loud noises and shaking vigorously 

  - detergent doesn’t go down 

  - water not draining from clothes

  i can’t add picture or videos to this chain, I have them should you require them.

  At This point in time, after a 3rd technician visit our issue has not been resolved. We would like to get a refund as Samsung has sold us a faulty product. 

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

  Business Response

  Date: 11/04/2025

  Hello,

  We will be following up with our service centre to gather a technical report for our engineer to review.

  Thank you,

  *****

• Initial Complaint

  Date:21/03/2025

  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.

  Hello and thank you in advance for listening and helping me.
  
  Four tears a go, I bought a Fridge - Freezer from Samsung from the Store called ****** **********
  Exactly after one year of Guarantee passed, the fridge showed problems. It used to stop working and become hot, and when i called for the service repairs, they told me to turn of the fridge and let it stay off for one whole day and then turn it on again.
  It happened every 6 month, and during this time, one of Samsung Technician whose name is safe with me, told me that this model of Samsung Fridge has a default problem from the factory which has never been fixed and they never tell customers about this problem.
  I tried so hard to convince them to change my fridge and they did not accept. And I did not have money to buy a new one.
  
  Now, about four weeks ago, the fridge and the freezer totally shut down, I called Samsung Customer Service, they send the technician from ******* ****** for repair. The technician checked the fridge and said that 2 main parts are out of work, and only Samsung has to bring the part and install them, He also was so shocked and told me that these part should work at least for 10 years,
  and Samsung should pay for it.
  I called Samsung exactly after and send them the technician report , one agent told me that I will receive a message from them to book an appointment with a technician to come and change the parts. The agent also said, that Samsung will pay for parts and I only pay laboring as those parts have 10 years warranty.
  two days passed, I did not get any message, so I called back and they said my file have been closed as they don t have the parts. From that day I keep calling and sending messages and emails, first they said that the Directors should take the decision about this and then after that nobody has given me an answer. I also emailed many times to Customer Service and CEO, but they just send an email back saying that we will call back and then they close the file again.

  Business Response

  Date: 21/03/2025

  Hello **** ********, 

  Thank you for bringing this to our attention, we apologies for the inconveniences encountered thus far.

  Upon reviewing the history of this case, service was provided upon identifying this is a compressor issue which has 10 years warranty (Part only).

  Unfortunately, the part needed for this service was unavailable to proceed with the repair, since service was not a viable resolution at this time, we are offering a pro-rated refund for this unit. As this unit is outside the manufacturer warranty timeframe. 

  Per notes on the file, the refund offer is currently pending, please communicate with our refunds team to proceed with this resolution. 

  If you have any questions or concerns, please contact our customer service and we will be happy to assist.

  Thank you for your patience and understanding and thank you for choosing Samsung. 

  Sincerely,

  Samsung Electronics Canada Inc.

  KZ.

• Initial Complaint

  Date:21/03/2025

  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.

  Our Samsung microwave oven broke before Christmas, just prior to the 1- year point. Note that this was a 2 nd identical microwave I had purchased from a local appliance store, “********”; the first had a similar mechanical latch problem at the 14 month point and ended up at the dump.
  Samsung started a warranty file, as per the # below. Initially they gave it to the nearest repair shop, 2- hours drive from here, but when I contacted the shop they said Samsung had cancelled that due to distance. I called Samsung and was told I would get a replacement voucher or refund. This was now 5 weeks after the appliance broke. Since then I have contacted Samsung every 2 or three weeks and each time being told it in progress. Today after an hour on the phone with three different Samsung reps, transferred from one to the next, I was given another number to call (************), and after connecting got a a message that they have too many callers, followed by disconnecting.
  We own many Samsung things- TVs, phone, microwave, and smaller appliances. But may never buy another Samsung product given the experience. Similarly we will likely never again patronize the local small business ******** Appliances, (from whom we have purchased stove/oven, fridges, dishwasher, and microwaves), who failed to help us deal with Samsung.

  Business Response

  Date: 21/03/2025

  Samsung has issued a return authorization
  to the place of purchase.
  
  Please follow-up with the store
  for the reselection process.
  
  We apologize for any inconvenience this issue may have
  caused.
  
  We appreciate your efforts in communicating your needs with
  us.
  
  Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.
  n4179515127

• Initial Complaint

  Date:21/03/2025

  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.

  Samsung Canada offered $2,205.31 to refund my defective microwave (Service Order **********), which failed within its 1-year warranty due to a manufacturing defect. This amount, based on a discounted bundle invoice, doesn’t cover a comparable unit ($4,999.99, e.g., Samsung **************). I’ve spent $8,000 on custom cabinetry for it, and the refund leaves my kitchen unusable. They say it’s final since the exact model is unavailable, but I’ve requested an exchange with an in-stock model. After multiple emails and calls to ECR (1-************), including my latest on March 18, 2025, they refuse to offer more. Their response (Lucia A., March 18, 2025) calls the $2,205.31 final, warning it may be reviewed post-warranty. This isn’t fair: $2,205.31 doesn’t replace the unit, the discounted price shouldn’t limit my remedy, and my $8,000 loss is ignored. Canadian law (Sale of Goods Act) requires a fair fix, not this.
  Desired Resolution:
  I want an exchange with a comparable in-stock model at no cost. If not, a $4,999.99 refund to match replacement cost.

  Business Response

  Date: 21/03/2025

  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 we do not have any stock, a full refund for the amount you paid was offered as per our warranty policy.  We will be checking once again to verify if there is any stock available at this time.
  
  We appreciate your efforts in communicating your needs with us. Thank you for your time.
  
  Sincerely,

  Marcy
  
  Samsung Electronics Canada Inc.
  
  

  Customer Answer

  Date: 21/03/2025

  
  
  Complaint: 23080611
  
  
  
  I am rejecting this response because:

   

  Dear BBB,
  Thank you for forwarding Samsung’s response. However, I do not accept their offer of a refund instead of an exchange, as it does not align with their warranty terms or my specific situation.
  Samsung’s warranty covers manufacturing defects and states that liability is limited to repair and/or replacement of the product under warranty. Since the required part is unavailable and the unit is unrepairable, a comparable replacement model should be provided which is available on their website and stores. Samsung has not confirmed that no comparable unit exists—only that they are checking again—so I expect a definitive answer on this.
  A refund is not an appropriate resolution in my case for the following reasons:
  The unit was purchased at a significant discount as part of a larger order. The refund amount does not reflect the true value of the product, and I cannot purchase an equivalent replacement at the same price in today’s market.
  I invested $8,000 in custom cabinetry and electrical modifications to accommodate this specific model. A different unit may not fit, requiring costly adjustments.
  The expected lifespan of this appliance is 7-9 years. A refund does not account for the fact that I am now forced to replace a major appliance prematurely, which goes against reasonable expectations under warranty.
  I request that Samsung follow its warranty policy and provide a comparable replacement model. If they are unable to do so, they need to provide a fair solution that accounts for the full cost of replacing the unit in today’s market, including installation adjustments if necessary.
  Please keep my case open until a fair resolution is reached.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 21/03/2025

  Hello,

  If an exchange model is not available, a refund for the amount paid will be the only solution.

  We will advise you once we have confirmed replacement availability.

  Thank you,

   

  Roger

• Initial Complaint

  Date:06/03/2025

  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.

  Originally purchased S25U ****************** The phone was received and my S23U was traded in. Two issues, the S25U received was faulty, and was returned and replaced, which I am still waiting for. Meanwhile the trade in was received by Samsung (********) and instead of the promised $410.00 value, I have been informed the value has been adjusted to $164.00 due to the following claims:
  • Device has visible signs of wear & tear
  • Display has defects such as visible burn-in or dead pixels
  I have provided proof numerous times to Samsung agents and in this complaint with photos and videos (https://******************) which I can tell has not even been looked at to date.
  
  The phone I sent it was immaculate and has always had a protector on the screen and the body, I was concerned about trading in due to many negative complaints from *********, and it appears I am now part of that group.
  
  My case was sent to an executive member, and today I received a response from 'Anton R' , basically summarizing the above, which is a pointless email.
  
  I have to respond to Samsung/******** by March 8th 2025, so I hope someone gets back to me ASAP.
  
  The ideal outcome is either the trade in amount is adjusted to the original quote, or you return my original phone and I returned my S25U and we be done. This has not been worth the headaches, and please note, I have been with Samsung for many many years.
  I look forward to hearing from you.

  Business Response

  Date: 10/03/2025

  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: 11/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I did receive an email response from Samsung today, ***** *** *** *** *********   *** *** **** *** ** ********.  Basically you have not acknowledged anything and just sent the same frustrating email.

  I really hope someone reaches out to my by phone or a personalized email with some empathy and understanding. 
  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 27/03/2025

  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 with your order. We would like to inform you that
  we have thoroughly reviewed your case.
  
  We understand that you are looking for an update regarding
  your case. Please note, our Senior Customer Experience and Escalations
  representative has reached out to you with the final update regarding your case
  via email on March 11, 2025, to the email address that you have provided.
  
  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: 27/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response based on *****, ********* and ************ with Both Samsung and *********
  
  
  
  Sincerely,
  
  
  
  *** *****

  Customer Answer

  Date: 29/03/2025

  It's unfortunate Samsung and ******** would ******* customers.  I didn't think the complains online were true, until it happened to me.
  With the proof that I provided to Samsung, including a video, that I can tell was never viewed by Samsung, I was hoping this issue would be resolved.  Unfortunately this is not the case and I can tell you Samsung has lost a long term customer.  Which they probably don't care about.

  Business Response

  Date: 07/04/2025

  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 are looking for an
  update regarding your case. Please note, our Senior Customer Experience and
  Escalations representative has reached out to you with the final update
  regarding your case via email on March 11, 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 burn-ins on
  the screen and visible signs of wear and tear. 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.
  
  Please note, the value determined of the
  device online is only an estimated value of your device. This amount is not
  guaranteed. Once the device is delivered to our trade-in partners, it gets
  reassessed and inspected. The true value of the device is determined after this
  inspection.
  
  Please click on the link below to access
  your trade-in status page to view the images that ******** had provided. You
  may login using your offer number and your postal code.
  ***********************
  
  As per section 11 of our trade-in Terms and
  Condition, which you agreed to at the time of your purchase, an inspection will
  be performed by Samsung’s third party, ********, upon receipt of your used
  device. If the used device’s condition differs materially from that which you
  described, ******** reserves the right to re-price your used device and offer
  you an adjusted trade-in value.
  
  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: 08/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  My proof with photos and videos (that you did not watch) show otherwise.  This is a blatant money grab from ******** via Samsung.  There are many reports such as the fraudulent activity so I am not alone.  I was already skeptical about doing such a trade-in.  My business with Samsung is finished, congratulations.  
  
  
  
  Sincerely,
  
  
  
  *** *****

  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 the final 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.

• Initial Complaint

  Date:03/03/2025

  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.

  I bought a samsung dishwasher from ****** at Jul 6,2024. It was not work at Dec 23.2024. It is used only 5 month. It is still in warrenty. We called samsung sevice support. They assign a tech guy to check it. He said a part had problem and order a new part for us. We were waiting the part almost 1.5 month.When he changed new part at Feb 14,2025, the dishwasher was not work too. After that we called samsung many time, they didn't do anything. They said they will assign a tech guy come to here again.But no one come. we called samsung complain this case. they said the superviser will contact us.But on one contact us. We contacted ******, ****** can refund this dishwasher if Sumsang give us a code. We called samsung again, they can't give us a code becasue they don't knwon what's problem of this dishwasher. They said they will assign a tech guy to confirm it and a surperisor will contact us in 1 day. But no one contact us and no one come to check the problem. We are in a cicle again and again. There is no any steps.I wish sumsung take back his dishwasher and refund it. I can't believe sumsang from now. I ask sumsung refund the dishwasher 599.99+78(tax) and installation fee 200. My case number in sumsung is ***********

  Business Response

  Date: 19/03/2025

  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.

  We have asked that our service centre contact you as soon as possible to arrange an inspection and repair.
  
  We appreciate your efforts in communicating your needs with us. Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.

   

  Roger
  
  

• Initial Complaint

  Date:14/02/2025

  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.

  On 11/24/2024, I purchased a Samsung Galaxy Watch 7 from the Samsung website using their trade-in program. Samsung's estimate for my ****** ** was $125. Since my phone was in perfect condition with no damages, I sent it over for the trade-in. On 12/11/2024 I received a revised offer of only $50 (offer number *******************, saying that the phone was damaged. Samsung gave me until 12/25/2024 to accept or reject the revised trade-in offer and I opened a ticket with Samsung right away on Dec.11 to investigate the issue, even providing pictures of the device in perfect condition before it was sent. Samsung did not accept the claim and insists that I sent a damaged phone (which I have not). My support ticket was handled by Eric A. at Samsung, who told me on 12/24/2024 that I had to wait until the new year to get a resolution, since they were still investigating my claim. I explained that Samsung had given me a deadline until 12/25 to accept or reject the offer, so they had to ensure that I would not be charged the $75+tax difference since this was still being disputed. He ignored my email and I got charged that amount. On 01/03/2025 I received another email from Eric saying that they were declining my claim and I was being charged and since the deadline has passed, there was nothing else I could do. I reached out immediately saying that I contacted him prior to the deadline, but he didn't respond. And I never heard from him or Samsung on this matter. It's been over 5 weeks and I never heard back from them. Today I saw another $75+tax charge on my ****** account from Samsung without any warning. * **** ********** ******* ** * ******** *** I am hoping that I can get a refund on the $75+tax amount charged from my account.

  Business Response

  Date: 20/02/2025

  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: 26/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was contacted by the customer service team who just repeated the same response I got before citing their T&Cs (********), which is not satisfactory and the whole reason why I escalated the issue in the first place. Samsung claims that despite me sending pictures of the damage-free device that was shipped to them, the full trade-in value could not be applied because the device was damaged when inspected. I suspect that the device was mishandled by their trade-in partner (which is a common occurrence with Samsung trade-ins as I found out online) which caused the damage and I was punished with a $75 deduction to my trade-in value to no fault of my own. And when I reached out to Samsung a day before the deadline for an update (which would still give me a chance to reject their assessment), they did not respond until the deadline had passed and I could not claim my device back if I wanted. In the end I got stuck with a lower trade-in amount for a device that was damaged after I shipped it and I couldn't request the device back because Samsung didn't respond until the deadline to do so had passed. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 12/03/2025

  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 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 February 20, 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: 13/03/2025

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

  Thanks for reaching out. Please see my previous response from Feb.26 through this BBB channel. The Samsung Rep has reached out to me directly through email on 02/20/2025 outside of this channel. Please understand that I would like to keep the communication within the BBB ecosystem for tracking purposes and wider visibility. Please refer to my response on Feb. 26 within this thread, ********* *** ***** ******** **** *** ******* *** ** ******. Unfortunately the rep did not provide any new information, other than repeating the T&Cs that I have received previously through the regular Samsung customer service channels, and did not address the root cause of my issue.

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

  Business Response

  Date: 27/03/2025

  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 with your order. We would like to inform you that
  we have thoroughly reviewed your case.
  
  We understand that you are looking for an update regarding
  your case. Please note, our Senior Customer Experience and Escalations
  representative has reached out to you with the final update regarding your case
  via email on February 20, 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 front and back of your device. 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.

  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: 28/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I wanted to respond to express my profound disappointment and a deep sense of betrayal regarding your response to my Better Business Bureau concern. Your email, while acknowledging my frustration, does absolutely nothing to address the core issue of what I perceive to be a blatant misrepresentation of your trade-in program.

  To be clear, this was my first and, as a direct result of this experience, my last purchase from Samsung Canada. I came to your brand with trust and the expectation of a fair and transparent trade-in process, as advertised. Instead, I have been met with what I can only describe as an arbitrary and unjust devaluation of my device, based on photographic "evidence" provided by your trade-in partner, ********. Moreover, your assertion that this is your "final decision" and that you "will not be able to action my case further" demonstrates a complete disregard for customer satisfaction and a refusal to acknowledge potential errors in your process.

  The fact that you are unwilling to reconsider your decision, even after my formal complaint through the Better Business Bureau, speaks volumes about Samsung Canada's commitment to its customers. You have effectively communicated that you value profit over integrity and customer trust.

  This experience has not only cost me money but has also irrevocably damaged my perception of the Samsung brand. I will be sharing my negative experience with others and will actively discourage anyone from engaging with Samsung Canada's trade-in program. I will also be sure to never purchase another Samsung product again.

  Sincerely,
  ******.