March 2024 by Nishad Anjum
Very bad experience waste product ? am very disappointed
March 2024 by Change Me
absolute unless muppets. I made face to face booking for repair and after week they canceled it without giving a new booking. They directed to oxford st that branch wouldn't picked up the call after 67 mins I gave up. absolutely awful experience. WHY are they called samsung experience store
March 2024 by Kamala Gurung
Just to make aware that they do not accept returns. So only buy if you are 100% sure to get one.I bought one from Stratford store and wanted to return the next day, I was told they cannot accept returns as the box is opened. Managers there were not helpful at all. So confusing policy.
March 2024 by Elena
Excellent service from Ivan. Bought a brand new Galazy watch 6 and spent time with me setting up which was so helpful.
March 2024 by Annika Tolmay
I visited the Westfield shopping centre at White City (London) tonight (7th March). I was supposed to meet my husband at the mall after work but my phone died and I got very worried about how I was going to find him when a security guard suggested I visit the Samsung shop- and wow! The gentlemen who work there were incredible! A man (who I think is the security guard) showed me to a spot where I could have a sit down and charge my phone and another friendly guy (who told me he's from West London- originally came from Angola as a young boy) kept me company while I waited for my phone to charge. They made sure I was okay and when I was finally able to call my husband, the security guard made sure I knew where I was going and said that if anything went wrong with my phone again, they would be there to help me. I can't remember when last I experienced such kindness and just want to give them a shout out! Thank you guys, you really saved me!
March 2024 by Alex Dybas
I'll start with the good bits, the staff are extremley helpful and friendly, never had a bad experience in that department outside of what I'm about to write.I came into the store one day to get my ZFlip 4 booked in for repair, I was told the repair would be covered under my 2 year purchase warranty, when I was booking it in the person helping me took the phone and inspected it, noting nothing that would cause the repair to not be covered by my warranty.On the day of my appointment however, the person helping me with the phone said it wouldn't be, due to the phone's condition.I should preface, apart from the issue that arose my phone is in very good shape, normal wear and tear with some scratches and dings around the edge, stuff one would expect after using the phone day in day out for a year, nothing serious like major cracks.I was then quoted 340 pounds for a repair out of the blue, this shocked me as you can probably gyess, as i was told it would be a warranty repair, I tried to clarify this, only to be brushed off completely. I was then advised to "not let my phone break completley" and to get bank insurance and make a claim that way. This annoyed me quite a bit for a few reasons.1: Its not exactly within my control when my phone breaks2: Bank insurance is not only costly, but I would need to wait to make a claim anyway3: My repair was claimed to be under my warranty, which has been in no way voided, only to be told at the last minute i would have to pay near half the purchase price of the phone to resolve the issue, all due to some dings and scratches.So now I am left with a phone with normal exterior wear and tear and major internal hardware issue, and being told I have to pay the high repair cost due to the "condition". In that case what is considered as acceptable condition under warranty. No answers from any staff or Samsung. Possibly the worst and most convoluted customer service experience I've ever had.Edit: You tossers can go away with your copy pasted response, and to anyone with a similar problem, if you want your warranty to be realised without any needless back and forth, go to the Kings Cross Samsung branch, my phone was taken in, repaired and returned to me, in under 24 hours under full warranty.
March 2024 by cristina belussi
Anisha, super excellent. She was extremely helpful and patient with me and guided me through everything in detail. Waited for the data transfer to go through, checked and made sure i had all my apps and was happy with the setup of the new phone. Amazing customer service. She was truly excellent. Thank you
March 2024 by Abiodun Awoniyi-Adedimeji
Joss is very good ? ?.So HAPPY and good well done ? ?? understandable
March 2024 by K A
Inaayat Marcel chowdhury was extremely helpful from the initial enquiry until the full purchase of my new Samsung phone, he was patient and transferred all my data on to the new phone at the same time helping others. Polite, helpful and knowledgeable and friendly. Very satisfied customer.
March 2024 by Oke Akpobi
Marcel Inaayat Chowdhury was a great help in fixing my phone. I appreciate your effort. Thank you.
March 2024 by Rachel Davis
I've called four times today. Was on hold for 30 minutes, 40 minutes and 55 minutes. The first two times I had to leave. The last time I finally got through to someone, who said they couldn't hear me but took my phone number to supposedly call me back.I'm now on hold yet again to get something sorted that I can only get done by calling them. I tried all online tools to avoid being on hold for hours out of my day listening to the inane hold music and messages. It is only possible this way. Please answer your damn phone.Finally got through. They had no idea why I was on hold for so long. Utterly ridiculous. Fix your systems Samsung.27/02 -I tried calling again today. Wasted another hour of my life. Finally connected to someone and they hung up on me.This time I have a serial number but the website still blocks me from booking an appointment.And this store still never answers their phone.Do better.
March 2024 by Adam Blake
Terrible experience. Came into this store 3 times to try and get my S23 Ultra repaired due to a charging port fault. First 2 times I'm told to reschedule and come back. 3rd time I'm sat around waiting to be seen whilst there's many many staff walking around trying to just deal with new sales. Don't care at all about existing clients. £1200 phone that's faulty in 12 months and no customer service if something goes wrong with it.
March 2024 by LeahLand
Experience with the store was awful, and currently in an ongoing complaint with Samsung and the Samsung Experience Stores (as they're seperate, the Experience Stores are a 3rd party company so keep in mind if you're getting your device fixed there).My phone was a Samsung S22+ in mint condition taking it in, purchased directly from the Samsung website as a preorder, and is still under warranty as of writing this.The Samsung experience store in Stratford told me at first they wouldn't be repairing my device because I'd factory reset it (following the troubleshooting steps on the website) and when I told them Samsung advises this they said that Samsung was apparently changing the messaging, and how they'd already turned away multiple customers for the same problem. Only when I asked to speak with their supervisor did they agree to book it in, but only because I had screen recordings on my work phone I'd sent over to show the problems.They didn't let me know if it would be same day repair or not, and said I had to pick my collection or delivery option beforehand, and even if it was same day repair I'd not get it back til Monday (it was a Saturday 1:30pm when I took it in) so I obviously picked DPD delivery.The phone ended up being repaired same day by 5pm according to my emails, and was delivered back to me on Tuesday.Recoeved my device back in absolutely unacceptable condition, the phone was taken into the store in mint condition (Samsung have acknowledged this when receiving my complaint, the photos the store took before repair shows there was no scuffs or damage to the device at all). I got my device back with scratches and scuffs all around the framework which were not present before the repair.What makes it even worse, is that the phone passed all the checks, but the battery dies faster than it did before the repair, now has a problem with the loudness of the speakers, the camera glitching and lagging issue I took it in for is back, and the in call speaker sounds crackly when using the device for calls. So it's in worse condition than when I took it back, both physically and internally.My repair was 27th Jan and I'm still in an ongoing complaint with Samsung and the Samsung experience stores, which has consisted of hours on the phone, hours writing emails, hours on online chats following up my complaint that keeps getting closed despite no resolution being provided. Samsung keep palming me off to the Experience Stores who tell me they are so sorry and will respond within 48 hours, then don't respond for 14 days??? Then they've said they'll book it in for a cosmetic repair on my behalf, like it's a favour their doing for me, but ignoring the fact that 1- they caused the cosmetic issues, and 2- a cosmetic repair won't fix the battery issues, the speaker issues, the camera issues.As of today, 26th Feb, my phone is still cosmetically damaged and not fixed. It's been over 4 weeks and I've gotten no where with either company, and my complaints aren't being taken seriously either. I'm now waiting on a call back within 48 hours from Samsung Customer Solutions, but I can't see a suitable solution being provided. The Samsung Experience Store is yet to respond to my email from Thurs 22nd Feb, and given the previous email it took them 2 weeks, I don't see any improvement, even with posting this review.One of the worst companies I've ever had to deal with, I don't plan to willingly go back to this store or company ever again.Also, whilst most might think the scratches on my phone now aren't that bad, please keep in mind they weren't there before my repair, nor were the other issues with the device. The store didn't repair my phone and instead ruined it.
March 2024 by adeteju ojelade
Anisha at the Samsung store Stratford was very friendly and welcoming and was very patient with me my first time at the Samsung store and anisha made it an Great experience for me I'm very happy with this customer service thank you anisha
March 2024 by Emi Hardy
5 minutes trying to speak to someone in store on the phone. I hung up. I wouldn't expect to wait that long to speak to an assistant.
