Samsung Experience Store The Galleria — Local services in Houston

I arrived approximately 10 minutes early to appointment. The first attendant took my details and went to the back to check inventory. He returned with a printout of my appointment confirmation but informed me that the required parts were not in stock. He stated I would need to wait 10–15 days for the parts to arrive or go to another authorized repair shop.

When I asked why my appointment had been confirmed without any check on parts availability — which resulted in a 40-minute drive each way and over two hours of wasted time — his only explanation was, “The system doesn’t show store inventory.”

No alternative solutions were offered: no loaner phone, no refurbished replacement, no upgrade option, nothing.

Interaction with Store Manager (Andreas) I returned to the store approximately 20 minutes after leaving. I requested to speak with a manager and was introduced to Andreas, who refused to provide his last name or employee ID, stating he was “not required” to give more information.

From the very start, Andreas’s demeanor was sarcastic, degrading, and intentionally dismissive. He appeared uninterested in hearing my concerns, frequently talking over me and refusing to actually listen to the points I was making. Instead, he repeatedly interrupted me, often mid-sentence, simply to restate the same rehearsed, evasive answers he had clearly memorized.

When I asked directly, “Do you consider this good service?” he immediately replied, “I did not say that.” When I followed with, “Then do you agree this is bad service?” he again replied, “I did not say that.” This became a frustrating pattern — each time I sought clarity, his only response was the same repeated phrase: “I did not say that.”

The only statement he was willing to offer was, “We can provide a good service.” However, when pressed on whether this applied to my specific case, he sidestepped entirely and repeated the same vague line, avoiding any acknowledgment of the actual poor service I had received.

At one point, it became clear that Andreas found amusement in repeating these evasive answers, especially as he saw they were causing me to become frustrated. His tone grew more sarcastic and ironic as he continued this tactic. I did express frustration during the conversation and slightly raised my voice—not in an aggressive manner, but as a natural response to his dismissive treatment. It was evident he was deliberately attempting to provoke frustration rather than de-escalate or address the issues professionally.

Rather than providing meaningful feedback or offering a resolution, Andreas treated me in a manner that felt dismissive to the point where it seemed he expected or even hoped I would be escorted out of the store. His behavior was antagonistic and unhelpful, prioritizing control over the conversation and avoiding accountability.

Andreas also repeatedly accused me of “interrupting him” — even when I was silent and simply waiting for his response. In reality, he was the one interrupting me, using these interruptions as a tactic to prevent me from making my points fully and to maintain control over the conversation by repeating his rehearsed responses.

When I stated plainly that the service I had received was unacceptable, he dismissed my concerns by saying, “That’s only your opinion” — repeating this phrase half a dozen times as though my position as a paying customer held no weight.

When I mentioned my professional background as an executive in the customer service industry, his tone grew even more sarcastic. Upon my indication that I would file a complaint online, he smirked and essentially laughed it off, sarcastically remarking that it was my “right” to do so as a VP of customer service, as if the idea itself were irrelevant or amusing.

His approach was consistently antagonistic, evasive, and unprofessional, focused on provoking frustration and ensuring he had the last word rather than attempting to resolve the matter or acknowledge my...

Hey Houston long time Apple user here who made the jump to Samsung and went all out. I purchased the 1TB Fold 7 at the Samsung store here at the Houston galleria mall. I purchased the phone on 8-31-25 and on 9-27-25 my main screen went out. I immediately called the Samsung store where I purchased the phone from to let them know what happened. They told me to bring it in and I did later that day, I arrived there by 5pm since the store is an hour away from where I live. When I got there I explained to the sales rep what happened and how this phone is brand new and not even 30 days old. I was told by this sales rep how the best they could do is have me come back the next day since it was already 5pm and they close at 9 and that the repairs take about 4hrs and that they did not have the parts on hand.I told the rep how I had called earlier that day and was told by someone from Samsung galleria to bring in the phone so they could see what was going on and what they could do for me since I just bought it. After going back and forth for a bit with this sales rep the store manager got involved and I re explained how I was told to bring in the phone and how they would look at it as well as how I just spent an hour driving out to their store. She also stated that there was nothing they could do for me that day and I would need to schedule an appointment the following day to have the phone looked at and if they had the parts they would replace what needed to be fixed. I reminded her that I had just spent 2k on this phone plus the extended warranty and the galaxy earbuds pro3 28 days prior and that all I was wanting was for them to replace the phone with another just like it. That I didn't want parts and shouldn't have to wait for parts for a phone that's so new and how this phone is supposed to be their top tier phone. My conversation with the store manager went no where and then the service repair manager got involved. A lot of the same excuses about parts availability and not having enough time was repeated over and over. I asked again why can't I just turn in my phone and they give me a new one since mine was under 30 days old. The initial sales rep went off on a power point presentation about how a 3rd party company owns a certain amount of phones in the store and that Samsung owns only a certain amount of retail phones. I finally had to tell him to stop talking because what he was saying meant absolutely nothing to me and was irrelevant to the situation and the dude was just being very awkward at this point. This by far has to be one of the worst retail experiences I've had in a long time. As I write this Im still waiting to hear back from Samsung and waiting for my phone to be fixed. I hope those of you who read this will look elsewhere to spend your hard earned money than on this gimmicky phone. With everything costing so much and for this to happen to a brand new phone, this is just unacceptable at this point in 2025. If you're dropping serious money like this for a phone, you should expect nothing less than a customer service experience like no other when problems begin to occur. This is Samsungs flagship phone right now and if this how they treat their customers at this store who are spending this kind of money then that speaks volumes for how they really see us as customers. This phone is too new for this type of crap to be happening. I could let it slide if we were talking about a cheaper phone or an older phone but not this. For me the customer service at this store is what really made this whole Samsung experience the worst. I was honestly expecting a no questions asked type of experience due to the money spent on this phone and all I got was excuses and my time being wasted. They got my money so the...

Service was absolutely abysmal. I brought a new smart ring I purchased online from Samsung in because it was no longer holding a charge after less than two months. They told me I would have to come back to pick up a replacement, but to take my ring and charger back home. Then I got a call about 10 days later saying I could come back in, but they would have to spend about two hours to perform a "repair"process. I wasn't thrilled to hear this when they could have opted to keep my ring so that I could just come in and swap it, but one of the managers, Zach, told me they would expedite the service and promised I would get it back the same day as long as I brought it in at least two hours before closing. So I discussed times with him and decided to bring it on a Wednesday evening and grab dinner while I waited with my wife. I delivered the ring around 530pm and returned around 730pm to pick it up. At that time the manager on duty, Corey, informed me I wouldn't be getting my ring back that evening and if have to return a third time to pick it up. I was visibly upset as I explained to him that this was unacceptable and that I had been promised multiple times I would not have to do this, but he insisted that I wasn't listening to him and that I also wouldn't get my ring back. I shouted at that point that they didn't care about their customers, their promises, or their jobs and that Samsung sucked, basically and demanded they return my ring to me because they wouldn't fulfill their promise and I didn't want to return. At that point, Corey picked up his walkie talkie and called security and wouldn't return my ring and case to me. Besides being visibly upset and shouting previously, I hadn't done anything else and told him to give me my item and I'd leave, but he refused. They wouldn't even give me a paper showing proof I brought it in. At this point I was livid because it was tantamount to theft. They had no right to keep my property. Besides raising my voice, I was never violent, but Corey for all of his, supposed understanding had apparently, no understanding. Luckily my wife came by at that moment and he said he'd give it to her if if leave so I did. He had security escort us out of the mall. I will never buy another Samsung product and I hope Corey loses his job, but knowing who he works for I'm guessing this is just par for the course with them. Corey is a horrible person to be a manager and should not be managing anything. The reps there have no sympathy or empathy and could care less about their customers. I've been a loyal customer of Samsung for years buying multiple versions of their phones and a watches, but after this last experience I'm going to look elsewhere for my next purchase. On top of all this security told me if I returned to the mall if be arrested! For what exactly!?? I didn't like the mall anyway so...