Samsung Electronics America — Attraction in Ridgefield Park

Update: 11/8/24- the office of the President is NOT helping and they are using scripted/canned responses vs responding to my questions or providing resolution. I keep GETTING LIED TO BY THEM! WHAT HAPPENS WHEN YOUR EXCHANGE REQUEST FROM 8/19 FOR A VERY EXPENSIVE AI ROBOT VACUUM/MOP WAS APPROVED, SAMSUNG SENDS YOU A MICROWAVE INSTEAD, THEY SAY THR MICROWAVE WJLL BE PICKED IP THR WRRK OF 9/18, IT’S NOT. Samsung even flat out lied to the Better Business Bureau as well. The New Jersey Attorney General is also involved and the office of the president told me the microwave would be picked up yesterday with very little notice. However, as usual when UPS came to my house, it was only to deliver a package and they said they have no pick up scheduled for my address. I have told the office of the president that I called UPS myself and talked to a delivery driver and they both say I need a tracking number or the pick up number. The office of the president does not respond to any questions with anything other than scripted responses. Their responses do not address any of the concerns, and they are very cold and callous, especially since they are causing severe stress, duress, aggravation, and financial impacts as well. They are wrongfully holding my very expensive robot appliance hostage, and they are not following through on picking up the incorrect item they sent to my house on September 5. This has gone on for several months and I still do not have my rightful item that I am owed. I have flat out, asked if they are looking for me to just give up and to keep the wrong item. They again reply with a canned response in a scripted response. I also talked to Samsung support yesterday for 40 minutes and they were supposed to call me back today and they were going to try and get movement because they were told they needed to contact the office of the president as well. I already told them that the person assigned to this case is not helping at all and they do Not care based on their lack of follow through and unresponsiveness and flat out lying to me yesterday. This is absolutely ridiculous, and I’ve never encountered anything like this, especially when this is unnecessary and causing extreme health issues for me due to the stress on top of me, grieving the loss of my father and needing to care for my newly widowed and legally blind mother at the same time. This on top of my disabilities has been disclosed to Samsung and they literally are not blinking twice to do anything to make this right or show any kind of compassion, concern, or to do the right thing and pick up the incorrect item or initially they should’ve just let me keep the microwave and send my rightful item to my house to make it right, especially as $1 billion company. This is insane and should not be occurring, especially with a very large company who is global like Samsung. I have told them several times they should be ashamed of themselves, especially given the circumstances, and all of the events that I have substantially documented and taken up the chain as far as I can go without enlisting the FTC.

Hello is anyone from the corporate domestic US based BBB team able to reply here? I have a significant issue, Samsung has clearly failed and caused significant and unnecessary delays and they’ve treated me like a criminal in my opinion for their failures and I STILL to not have my replacement AI vacuum mop device and it’s been well over a 1.5 months at this point. I was absent a microwave “by mistake” and instead of doing the right thing by urgently sending me my item, they took their time to investigate their error and hugely and grossly requested things of me regarding this heavy microwave (that costs a couple hundred dollars) and instead of letting me keep or donate it, even the Overseas BBB team replied with the same thing the other overseas customer service Sup said nearly 4 weeks ago at this point.Customer service and treatment. It’s shameful. Who can help resolve this properly...

I have never had a more horrible customer service experience than I am currently having with Samsung. I’ve been dealing with a malfunctioning refrigerator for more than six months and have also spent money having this refrigerator temporarily fixed that Samsung has still not refunded me yet. Unfortunately once I’m done with this ordeal I will never buy another Samsung product again. If I could give Samsung ZERO STARS I would. DO NOT BUY SAMSUNG REFRIGERATORS!!!! IF ANYHING GOES WRONG WITH THEM, SAMSUNG WILL NOT ADDRESS TIMELY. SAMSUNGS CUSTOMER SERVICE WILL DELAY THINGS UNTIL YOU GIVE UP!

1/2/21- Although there is alot of detail missing from my original story, I'm going to start to use this platform as my log for future experiences with Samsung. It'll probably help for legal purposes.

Today, I called 1800SAMSUNG at approximately 11am to discuss the fact that when i called 2 weeks prior, I was assures that the Samsung Department that deals with refunds would send me reimbursement for $950 that I outlaid to have my refrigerator temporarily fixed. I spoke with a young woman named Tanisha who was very friendly at first and then proceeded to leave me on hold for more than 35 minutes. Unfortunately I have to call back because my refrigerators ice maker is starting to malfunction which means that the Freon level is so low that the refrigerator function well stopped working as well within a week and I need to know if they will reimburse me for another visit from my refrigerator repairman to fill it with Freon again $300.

1/2/213:49 pm: Currently on hold with "Romello" who said that he needs to run my case through a computer to see what SAMSUNG is going to offer me as compensation for my broken refrigerator experiece. 20 mins phone; rep kept me on hold and then hung up.

1/3 3:15 pm: automated system left me on hold for 23 mins; Hung up

1/5/2110:34 am: On the line with Amber; I just reexplained my story to yet another customer service rep who has currently had me on hold for the last 5 mins...phone connection was horrible; had to hang up.

11:01: currently on the line with "Candice" explained situation again. Now on hold sp she can check and see if Samsung has sent out reimbursement check for my not yet fixed...

11:03: while on hold with Amber, Candice calls back to tell me that my warrantee is up and that i wont be being reimbursed; i tell her to read her notes because i wouldnt be calling Samsung for over 6 months without a warrantee....

Candice must not have been happy with me because she put my call back into the automated system...luckily I have Amber on the phone who is yet again "checking to see how we an help you sonce there are so many notes on this acct"...

11:15: Amber tells me that she needs to check and see if Samsung will honor extended warrantee that they issued for my refrigerator and then drops the call...

1:15 - Amber calls back apologizes for the hang up and says that she is setting upfor a local rep to come by on friday to inspect me refrigerator again to see if it in fact a Seal System issue; if it is, SAMSUNG (which i will now refer to as SAMDUNG) will decide if or what they will prorate me for my still malfunctioning refrigerator...

1/7/21- currently on hold with Kendra to see if Samdung will stick to their word and come reinspect my refrigerator, or will they not come like my first experience with them...rep needed to call me back to see what she can work out after hearing my story...

3/28/21 - I am fortunate to say that after months of dealing with SAMDUNG’S lying customer service reps, I finally called the BETTER BUSINESS BUREAU and another on of SAMDUNG’S horrible customer service reps got in touch with me to tell me that it didn’t matter what any of their other reps told me, that they would only reimburse me for what spent to try to get their faulty refrigerator fixed. Thank you BBB. I PROMISE TO CONTINUE TO TELL OTHERS OF HOW HORRIBLY I’VE BEEN TREATED BY SAMDUNG AND I WILL NEVER BUY ANOTHER...

HERE IS HOW SAMSUNG TOOK MY SOUNDBAR AND MY $1540 AWAY.

I bought my Samsung soundbar Q990B on March 19th 2023 from Amazon for $1537.80. A couple of days later I realized that the device has connection issues which means the rear speakers and the subwoofer are constantly disconnecting from the soundbar. After a little research it came out that most of customers have same issue with their soundbars. I talked to Amazon and they sent me a replacement unit on March 25th 2023. It has same issues. Since then / for the past 11 months / I've been on the phone and chat/email with Samsung. First Samsung sent me a replacement subwoofer, then rear speakers - that did not fix the issue. On November 21st 2023 they sent a technicians - the spundbar transmitters were replaced - that did not fix the problem. On December 26th 2023 another technician came and replaced the whole main board. And he basically said there is nothing else he can do. That repair made the problem even worse. Then on January 8th 2024 another 2 technicians came. After a 10 min call with their supervisor they just left. Two days later I received a phone call from a rude lady and she said that I'm not eligible for refund for who knows what reason and she insisted on sending another one technician. I was scheduled for January 17th. 2024. I waited all day and no one showed up. I was trying to call the technician several times and he was not answering my calls. Around 7pm and said that his work shift was over and he didn't have time to come. Next day I was rescheduled for January 20th 2024. Since the morning of that day the technician was pushing the time further several times and around 3pm he stopped answering my calls and did not show up at all. On January 22nd 2024 I called Service Quick/which is Samsung service provider/ and requested to talk to a supervisor and I was told I will get one in the next 30min. Two hours later I called again. I talked to a lady and she told me that they have no supervisor and just a manager, but they can not call just email me??!! No success this time either. On January 26th I received a call from lady called Nataly P.  from Samsung. She told me that I'm approved for a refund and they will send me a shipping label to return the unit back. I did return the unit on January 30th and regarding my UPS tracking the package was delivered in their facility in New Jersey on February 1st. Same day I was told by Nataly P. that I will receive my refund in 3 business day. After 3 business days I called back again and she told me my package was lost, even that I have a package delivery confirmation and I have to wait more until they find it. On February 15th I call Nataly P. again. This time she said that I have to wait not 3 days, not even 10 days, but 14 days. Today is February 21st. and gues what - no soundbar, no refund, no phone call or emails from Samsung and Nataly P. stopped answering my calls and emails. Save your time and DO NOT EMAIL CEO office. They just don't response and it looks like don't care either! Here is my story how Samsung took my soundbar and my $1538.80 away. I have more than 20 Samsung products in my apartment - phones, watches, tablets, laptop, DVD players, monitors TV's, microwaves you name it. BUT I will NEVER EVER buy a samsung product any more again.  I'm done! MY RECOMMENDATION IS: Save yourself the stress, the missed work days dealing with uneducated technicians, the useless hours and hours long conversations with them and the most important - your money that you honestly work for and go get a different brand. This one is not worth it and their customer service just doesn't exist  - complete garbage. THIS IS NOT THE WAY TO TREAT THEIR CUSTOMERS OR DO BUSINESS. That's why your rating on Google is 2 out of 5 stars. If you ask me...that's way more than enough from what you...