Samsung Electronics

Was trying to purchase a watch on the website. I was eligible for 2 promotions, including a trade in.
This took nearly 6 hours of being given misinformation from their customer service team.
The customer service rep finally set the cart up for me and emailed it to me, so I only would need to add the payment and submit it.

The total cost at this point was 69.99 (see attachment).
When I arrived home, I contacted customer service and spoke with a supervisor, who offered me an additional 30.00 discount due to the unprofessional conduct of the staff. I asked him specifically If that could be applied on top of the other promotions. He said it could.
I then went to check out and applied the additional promotion code, which was accepted. This should have brought the price of the item down to 39.99.
When I went to check out after entering my credit card and submitting the payment, my card was charged 134.60.

That's nearly one hundred dollars higher than the price in the cart, which represents a contract between the consumer and the business.
I contacted customer support over this and cancelled the order and asked why they intentionally tried to defraud me by altering the price without notifying me before I submitted the payment. They altered the price as it was being processed. I believe they do this because they hope that people won't notice they have been overcharged, and sadly it's an effective strategy as many don't catch it, which I believe is what they count on.
I contacted customer service repeatedly to the point where they were just hanging up on me. I will state here before I continue that I'm not going to dispute each lie I was told individually, I will simply point out that I currently put the same item in the cart today and the three promotions that over the past 4 days that I was told by various agents were not stackable are all applied.

So they are stackable.
The first person told me the military discount could not be applied with the trade in. Not true! The second person told me the military discount could not be applied with the additional promotion I was offered due to the horrible customer service, also not true.
Essentially every person I spoke to just spun a story to try to justify why the promotions couldn't be used together. They appear to just make things up as they go along.

This seems to be an extremely unethical company to conduct business in this manner.
When I finally got a supervisor on the phone, he told me to send him the screenshots of the original invoice and the receipt, and he would take care of it and call me back. I did as he asked and about an hour later he emailed me stating he was unable to get through to my phone, which was likely a lie. When I asked how the issue was going to be addressed having sent the screenshots, he never responded again.
I then went to fill out a complaint on the corporate website. I got a response from Princes stating they would be contacting me the next day.

Furthermore, I responded with the best times to reach me and never heard back, and this person never contacted me.
I responded back repeatedly to the corporate office, and they are just ignoring my emails and calls.
Today I went into another chat session to speak with customer service. I had completed the cart again, and although I didn't submit the payment, the total at the end reflected all three promotions being applied. Clear evidence of their staff blatantly lying.
At the end the person on the chat session then firmly told me that even with the promotions the lowest price was 120.00 or something around there. I explained to him, I'm looking at a cart with 102.00 total.

Again, they just make things up as they go along.
I called again and spoke to a supervisor who assured me she would address my concerns and then hung up on me.
At this point, I have filed a formal complaint with the Federal Trade commission. I am following up with the Attorney General in both Florida where I live and in New Jersey, where their corporate office is located. I am a veteran not that it matters, but this is a company that has no problem with defrauding US Veterans which is additionally shameful since this is a South Korean business and the only reason they have a business is because of US Veterans. Furthermore, I know because I spent two years there.
I Furthermore, Also believe they are intentionally engaging in bait and switch tactics which is a form of fraud.

If offers are not stackable, they need to be transparent about this. They cannot arbitrarily remove them after you submit payment and not tell you.
All I initially requested was for them to honor the original offer which they put in writing, and they refuse to do so.
After my experience I found that this is a pattern with this company and have seen many people with the same complaints. However, people need to start filtering all complaints to the FTC, which is a very easy process. They can pursue meaningful action to protect consumers, but it only works if everyone does it.
I am hoping the Attorneys general in the two states I'm filing complaints in consider taking legal action over what I believe to be unethical and likely illegal business tactics.
The first attachment is the invoice.

The second is what I was charged, and the third is a cart I put together today that reflects all three promotions applied.

The last is the email from corporate stating that someone would contact me. I have many more screenshots proving every step of the process, which I will be turning over to the FTC and Attorneys general.

I purchased a Samsung Odyssey Ark 2nd Gen. 4K UHD 165Hz 1ms(GtG) Quantum Mini-LED 55" Curved Gaming Screen from another company on or about November 20, 2023, delivered on 11/25/23 i.e.

not Samsung. It was damaged in shipping and ultimately returned for a refund.

This monitor is a behemoth, very heavy, putting it together is a 2 person job, not to mention moving it from one room to another, it takes 2 people; monitor weight 128 pounds, awkward to carry and it must be lifted by the base (base is 58lbs itself), you cannot grasp the monitor as the base would put too much stress on the back of the monitor where the base is attached. The first monitor I referenced above, I had to pay someone to help set it up.

I decided to purchase the same monitor directly from Samsung and contacted Samsung customer service, customer service person said that if I purchased another through Samsung that the purchase included white glove service (Enjoy free delivery, unpacking, assembly and cleanup) and they gave me $100 off, I purchased the unit from Samsung (11/26/23) through customer service, not the website. When I received shipping info from AGS (Freight company Samsung uses), it showed delivery service threshold, explaining that threshold meant they would carry it into my house but nothing else.

I contacted Samsung again and was told that white glove service had not been added to the order when the customer service agent placed the order, and that the order could not be changed, meaning white glove could not be added.

Results, I, as Samsung instructed, refused the first shipment and ordered the same monitor that supposedly included white glove service paying Samsung another $2000+. I received shipping information from AGS for the second order showing deliver date 12/5/23, which was delayed until 12/7/23, details on the 12/7/23 delivery that I received, delivery, threshold, same as the first order, no white glove service. I contacted Samsung again on 12/7/23, I will abbreviate this interaction, I again was on the phone with Samsung, AGS and another company Samsung referred me to that had nothing to do with the matter at hand for 6 hours that day, 4 hours in the morning and 2 late afternoon and evening, 6 wasted hours!

The customer service person I dealt with, Mercedes, (12/7/23) late in the afternoon, told me that she had contacted AGS and that they were going to add the white glove service to the order. I did not believe her, so I contacted AGS to verify and was told, no, the service had not been added to the order, that the person at AGS that Mercedes talked to was simply a customer service person that had no authority to do anything.

They said the order cannot be changed, but that they would escalate the matter to upper management to see if they could get an exception.

The next communication I received was from AGS (12/7/23) Shannon, AGS, Samsung Team Lead | Minneapolis Branch, saying that I needed to contact the Samsung escalation department, have them contact AGS so the service could be added to the order. I called AGS told them that the escalation department does not talk directly to customers and that I was not going to call Samsung support again because of A. they might speak the English language, but they did not understand it. B.

the time and or hours it would take to get to someone (supervisor) that had the authority to do anything, if I even could, the latter meaning a couple of the customer service people refused to transfer me to someone, or anyone in authority.

12/11/23 I received email from AGS Nhia Customer Service Coordinator | Minneapolis Branch saying, in part "Below mail received and was forwarded to our contacts at Samsung to see if your shipment can be upgraded to white glove delivery. As soon as we receive a response from Samsung, we will advise. Let us know if you have any questions." result wait and see.

12/11/23, I called Samsung customer service, spent more than an hour on the phone, I could not understand much of what the support person was saying, voice muffled, she talked very fast. First, she said that white label service was only for business customers, I told her to look at the product page, Delivery details White Glove Service, Enjoy free delivery, unpacking, assembly and cleanup.

An additional peace of mind. She still continued to say white glove is for business customers not retail customers; to which I responded, it says nothing about business customers on the product page therefore they were bound by it. She then said once the order has been placed the order cannot be changed, that was what I was told when I purchased the second monitor from Samsung. I related all the info above to her, she heard what I was saying but I do not believe she understood much of it or for that matter any of my words, she just kept repeating the same rhetoric as before.

In the end I wasted more than an hour as nothing was resolved. I kept asking for a supervisor, she put me on hold several times, no supervisor, and in the end, she claimed to be a supervisor, which I feel certain was a lie, if she was a supervisor, she would have said that to begin with when I asked for a supervisor.

I received an email from customer service after the above conversation saying no, we cannot add white glove service to the order, that I would need to purchase a third monitor from Samsung to get the white glove service. The first monitor purchased from a third party was defective and returned but not yet credited back to my credit card, the second and third monitors were ordered from Samsung, the first was refused the second is pending this white glove mess. At that time nothing had been credited back to my card, so I had over $6000 billed to my credit card for 3 monitors and I didnt even have 1 monitor to show for it, and they wanted me to order another; THATS ABSURD AND SIMPLY NOT RIGHT!!

At this point I was at my wits end I did a few searches on the web and found a way to contact the CEO of Samsung America via email.

A day later I received a call from James in the Executive Case Manager | Executive Escalations Support Group, I was told not to general contact customer service again, deal directly with him long and short of it, white glove service was added to the order, I received it on 12/19/23, they unboxed the monitor, put it together, moved it into my office, and yes it took 2 people to do the job.

This entire mess was created by Samsungs IT person, the person adding the product to the shopping cart, when it was added, the white glove box that could be checked if you wanted that service was grayed when checking out because white glove service was included in the price. The problem was that when checkout was complete, the white glove service was not added to the order.

My home is filled with Samsung smart products and other Samsung products - smart washer & dryer, smart microwave, multiple 60"+ smart TV's, zFlip phones, refrigerator, etc. I have been a customer for years and always happy with their quality and never had a single problem or need to call their customer service or tech support.

I had always wanted to have one of their Frame TV's (they display art when not watching TV and totally appear to be an actual framed art piece. So, when I received an ad from Samsung offering The Frame TV (65") at a great price, I jumped and ordered it directly from Samsung immediately. I also purchased the least expensive ($197) wood-look frame for it, which is really necessary to complete the illusion of it being a framed art piece. Upon receipt, I immediately saw that the $197 frame was nothing but cheap, brittle plastic that couldn't have cost more than $10 to produce, if that.

I returned the frame and replaced it with a $497 gold aluminum frame, which while not worth $497, does look great. Got the TV setup and immediately ran into bugs in their "art mode" software, causing me to contact their support line. Over the first month had the occasion to have too contact support at least 15 times. Once you get past the typical it must be customer error (it wasn't) or bad wifi (my incoming internet is 1.4GB and wifi to the TV ALWAYS tests out as "very strong" at a speed of at least 760-790Mbps.) Then you need to get past the "I've never heard of this problem before.", before moving on to the only 3 phrases they seem to have at that point: "We're sorry for the inconvenience", "You need to do a factory reset" or "It must be a hardware issue, we'll schedule a technician to come out." Given the constant being placed on hold, each call averaged 45-60 minutes and never solved a single issue.

Upon further research at their own Community Forums and other sites, such as Reddit, I came to find that literally hundreds, if not thousands of customers were experiencing the same bugs, most having existed for well over a year with still no fixes from Samsung and everyone experienced the exact same responses from Samsung support. Fortunately some of the bugs had workarounds developed by the users themselves., though all required several steps you have to go through everytime the bug happens. The first few times, I went along with Samsung and did the factory reset, which mostly accomplished nothing, except to create new bugs. Also, the "art mode" relies heavily upon the Samsung cloud to operate and it can be as flaky as the TV's software.

On the few occasions I called about the flakiness of the cloud, I was usually told they couldn't help me at that time since their own internal computer systems were down, which came as no surprise. The software for the "art mode" is not even up to the quality of a beta version. The TV operation and quality of the set is great and the "art mode" is really nice as long as you are willing to fight to get it to work properly for awhile, until one of the other many bugs appear, usually within a very short time. Samsung is well aware of all of these problems, yet continue to fail to fix them.

So in the end, I paid an extra $762, compared to the equivalent model without "art mode", plus $497 for the frame - a grand total of $1229 for a product that, while great in theory, is nothing more than a buggy pain in the butt. And Samsung still remains incapable of solving any of the problems.
As loyal and dedicated I have been to all Samsung products over the years, this experience has made me vow to never buy another Samsung product. My recommendation to anyone interested in The Frame TV is to check out all the comments on internet boards and at Samsung itself and you most certainly will quickly decide against it. The majority of their p[products are great, but heaven help you with this product or if you ever need to deal with their so-called "support".

This concept, while great, should have never been sold to the public.

If you have an extra $1200+ that you want to just throw away, then go for it. If you don't want to be totally ripped off, then steer clear of this product.

Hi my name is Julia, and I was wondering if you have any employee by the name of Ainhoa *** because they contacted me saying i won 800****, and they need my bank account number, i didn't give them because i know it was a scam, I'm just writing to warn you guys about what's going on, they are using Samsung to scam innocent people, and it's not right, some people are struggling to make ends meet and their using your company name to scam people. So sorry for the inconvenient.

I'm from a small island called Saipan and we don't *** to those kinds of things.

Just check the name on Facebook and see for yourself. He said he works at this address 3655 N first st, San Jose CA 95134, United States

Model number is RF22KREDBSR/AA

Fridge has several issues - one is the known ice maker issue that already has an ongoing class action lawsuit.

The other is the faulty flex drawer design that prevents the drawer from closing.

The guide wire located on the left side of the drawer keeps popping out of track, preventing the drawer from closing without either lifting the drawer and manually placing the guide wire back into the track, or pushing the wire down with a stick from the side of the drawer.

I have reached out to Samsung to fix this issue, which is a design flaw.

Their response "we make quality products" and that the consumer is responsible for the fix, which involves purchasing a replacement wire from Samsung.

This should be covered under warranty.

The consumer should not be asked to invest more money in an already expensive fridge with a flawed design.

I believe most individuals are just dealing with this issue, when it looks like this is another flawed Samsung design that should be investigated and reported to protect the consumer.

This correspondence with Samsung customer care occurred on two occasions - Dec. 19, 2023 via live chat #14181**** and Dec.

27, 2023 via text with Samsung Customer care.

A request for supervisor escalation was made and for a transcript of the text.

There was no response received from the supervisor during the Dec. 27 correspondence (12nn - 130 pm CST). No reference number was provided despite request.

Complaint submitted to the FTC and U.S. Consumer Product Safety Commission (CPSC).

Also sent an email to their CEO (I have no faith anything will come of it) and a complaint was filed with my state's AG office. At this point it's a matter of principle.

If there is a class action lawsuit regarding this against Samsung, I'd be happy to join.

Samsung sold me a Care+ protection that was falsely advertised. The protection plan was advertised as including coverage for accidental damage, including spills (see attached).
At the bottom of this review, I provided various options for consumers to pursue if you have no luck resolving with the company.
Later, I accidentally spilled liquid on my laptop.

I called Samsung and the agent said it was covered for spills. Then later, they changed their minds, claiming the laptop was not covered.
As you can see from the screenshots, the laptop was clearly advertised as covering accidental damage. Samsung refused to repair or replace it and after waiting for over a month, I had to purchase a new laptop for work.
I asked Samsung through the Better Business Bureau to replace the broken laptop and reimburse me for a new laptop I had bought.
Finally months later, Samsung repaired the laptop but would not reimburse me for the laptop I purchased and was unable to return. Then after switching on the laptop, the mouse was broken!

They had not checked the laptop properly before sending back. They fixed the mouse, and finally I received a working laptop back after 4+ months!
During the complaint process Samsung ignored a letter from my State Government's Attorney General's Office asking them to respond to the complaints. It didn't surprise me when I did a bit more digging and found out they had a track record of failing to meet ethical standards, as you can see at https://www.ethicalconsumer.org/company-profile/samsung-group
Finally, some advice: Don't spend much time on the phone, they are completely disorganized. Put everything in writing via email and store written chat sessions.
If you are unable to resolve a complaint with any company, below are some options you can try:
-Contact your state Attorney General's office online and file a
complaint.
-File a Civil lawsuit (legal representation is not allowed for either party.

Depending on your state you maybe able to claim for up to $10,000 including incidental damages. It only costs a small amount to file.
-Contact the FTC government website: https://www.ftc.gov/about-ftc/bureaus-offices/bureau-consumer-protection
-Contact the CEO's office at :https://www.samsung.com/us/supporl/contact/email-the-ceo (managing expectations you may not get a reply).
I hope this guidance helps you to resolve your issue(s) with Samsung and any other company you are having problems with.