Samsung Experience Store Roosevelt Field — Attraction in Town of Hempstead

What a terrible experience! The Samsung staff and supposedly supervisor here love to hang out and joke around for whatever reason while there is literally customers and work to be done. Had a appointment 1130 on 11/08/2023, Samsung staff allowed 2 people in front of me to cut the line, and my appointment was over an hour late because of the Samsung staff laziness and allowing people to cut the line. I added photos to show how empty the place was at one point and I was not called, I believe the Samsung staff were waiting for people the Samsung staff personally knew to cut the line, I just picture the nightmare of a wait there is if more then a few people showup for assistance of any type at this Samsung location. Once I was seen and got the work done , changing my screen protector for my Samsung Flip 5, I closly checked screen, and noticed damage at bottom right of Samsung Flip 5s screen! Samsung employees stated its a thick smudge and it will go away. When I asked for names it was like the light turned on and the cockroaches scattered, I argued about this lie but then realized I will just make a formal complaint to anyone and everyone that I can have listen! I also must mention how rude most of the staff was at this location which i had the displeasure of dealing with, the Samsung reps were very rude and condescending, terrible, and a poor experience, I am thinking I will choose Google or Apple to purchase my phones and other electronics from after this disaster....oh the Samsung organization here are vendors they do whatever they want is my theory. I'm almost positive this is NOT an official Samsung store! Please do not go here find another Samsung store and pick any other Android company to deal with if you must deal with this store or Samsung for that matter! Say what you will about Apple but the employees there are way more friendly, positive, and actually do thier job, unlike this Samsung store located at Roosevelt Mall where the employees act like we the customers owe them something!

Just a update today 11/10/2023 at approx: 1100 hours, I received a call from a personal number claiming that the person on the line was the manager of the Samsung in Roosevelt Field Mall location, and giving me a totally different name then when I was there just yesterday! I also did not recognize the manager with a totally different name, and voice then the one supposed manager I spoke to yesterday! Due to potential legal action being taken, I will not disclose names but I have a personal record of which I have saved! I also know the line was recorded so I ask Samsung Corporate to play back the recordings and view video to prove the location Sasmung reps lies, the person even admits to being a liar about pictures being taken prior to, when in fact the person planned this apparently all along by taking pictures after the work was done, and damage by them occured! Only to cover up damage to say it was there prior, all because I complained of the treatment I received as the customer, the person from the Samsung location is a pathological liar, and most likely making up that he was the manager which like I said prior person yesterday I dealt with a different name claimed that they were the manager yesterday, and the rest of the staff REFUSED to be identified! Liars, the Samsung team can not keep their stories together. Learn from my mistakes take photos prior to these people at Samsung working on your phone! The staff is definitely not friendly like others have said and are not truthful, also do what I did and report these dishonest group of Samsung employees to anyone and everyone you can like I did, it pays off! To end this the person on the phone from Ssung same location actually had the aducady to tell me to not return or ask for my already damaged by them phone fixed because even if I have insurance, which I do, he or anyone else at the place will refuse to help me because of the negative feedback I left...UNREAL! If you also have had a negative experience at this location, post them here and file a report...

UPDATE: Changing my review from 1 to 4 stars as the store has rectified the issues. Manager Steve and Charlie took great care of me. In order to resolve the issues, I had to order the phone through the website at the store. Most of the issues stemmed from the fact that the store is unable to accommodate certain things that the online store can do. Such as trading in a carrier phone online but being restricted to only unlocked phones in-store.

Anyways, they were able to fulfill their original promises. I still have to wait until April for a phone I preregistered to preorder in February, but at least I know I'll be receiving it in April because I ordered through their online store in-store which gives an ETA. The store itself unfortunately doesn't have an ETA for the 128GB Prism White for AT&T if you ordered through there (but not through their online store there).

The store seems to be getting their groove down since opening a month ago and I had a more pleasant experience this time around.

ORIGINAL: This store has been nothing but a frustrating experience from the getgo. I came to the store to preorder the S10 on February 22nd because there was technical issues on Samsung's website that wasn't letting me preorder the phone from my student account.

After waiting 2 hours in store, they were finally able to preorder the device for me and told me it would be guaranteed March 8th and I would be able to trade in my current phone through them. However, they refused to honor the preregistration bonus of $50 accessory credit that was tied to my account that nobody was able to access because of Samsung's technical issues on their website.

Fast forward to March 8th and they don't have the phone in stock. They say it's been delayed with no estimated arrival. I hear different stories from different employees. One told me it was first come, first serve if they called you to pick it up. I received a call at night a couple days prior and they left no message regarding any of that. They later told me they never received the phone to begin with.

2 weeks later, March 22nd, and most stores have the phone in stock. Except Samsung Experience in Roosevelt Field, of course, which is 1 of 3 flagships in the United States. They're now telling me their factory in Texas was hit by a tornado, so that's why they haven't gotten a single Prism White 128GB for AT&T in stock. Oh, and also they told me I can't trade in my phone anymore because it was through AT&T, even though the manager told me there was no trade in restrictions as long as the phone is in good working condition.

There has been zero benefits of dealing with this store. I wish I had gone anywhere else, instead of being left in the dark.

The store itself is nice looking and there's a section for kids to play Fortnite, which is a decent way to drive traffic I suppose. But if you're experiencing any real issues, this store has been only slightly better than their abysmal phone support.

Every time I've asked for an update, I'm told that Samsung hasn't told their employees any updates regarding shipment for the phones and that I should just keep waiting. They can't tell me if I should wait a week or a month. The employees are just as clueless as to what's going on as the customers that are waiting for their preorders to be fulfilled.

As of today, they have told me to just purchase the phone through an AT&T carrier because they at least have the phone in stock and would honor a trade in. I will not be dealing with this store again.

I know that the employees do care and I appreciate that, but it's Samsung itself that doesn't seem to care about this store or their customers and seem to have no inclination to make right on any of the frustrations they're causing them - why is why I'm leaving a...

Update: Someone from Samsung called back and decided to fix the phone after all. So yes, went through a headache but eventually got it done. So I updated from a one star to a 4 star.

VISIT AT YOUR OWN RISK! I have had Samsung products for over 10 years now and I'm so disappointed with the way this Samsung location handles business. Samsung overall is getting worse. THE CUSTOMER SERVICE TEAM/REPAIR TEAM IS ABSOLUTELY UPSETTING, DISSATISFYING, AND OVERALL FRUSTRATING. They need to figure out how to better accommodate their customers. We made an appointment 2 weeks in advance to fix a tiny crack on the phone screen. When we showed up, they did a full diagnostic on the phone to fix the outer screen... why? I have no idea. This was not discussed prior. But they said it was policy so we went with it. They eventually found 2 additional issues with the hardware inside the phone (not sure how, since the phone was only 6 months old). They blamed it on the tiny cracked screen by saying the sensors are on the screen which may be causing the issue and refused to fix the screen without fixing everything else in the phone which costed over $350. This is not what we agreed on. They even had the audacity to say they did not have the parts and that we should make another appointment later on when they get the parts. Our original plan was to fix the tiny crack to trade in the phone because Samsung refused to trade in the phone with a crack. Now we're stuck with all these additional issues and we cannot fix the crack, nor can we trade in the phone. Spoke to the manager (or so they claimed he was), and he did not help us at all. I mean honestly, without the customers, Samsung is literally NOTHING. We are the ones spending a fortune on their products and they cannot help us with such simple issues. We waited over 2 weeks for this appointment and spent over an hour at this location on the day of the appointment and got absolutely nothing done. We wasted gas and our time and went home disappointed with a phone that was not fixed, in which we made the original appointment for. A complete waste of time and a DISAPPOINTING trip overall. Samsung needs to figure out a less expensive varient for their screens because their screens alone cost over $500. It's ridiculous to think they make business this way. No wonder everyone is switching to Apple products or Google products because Samsung is doing a horrendous job here. Heed this WARNING and I am sorry it is lengthy, but I want my experience out there so nobody goes through...