Samsung Experience Store

"Terrible customer service. Called in to clarify some things about my warranty repair and without having even seen the phone, their repair manager told me it wouldn't be in warranty and that it was user error. A known issue with the Z Flip 5 having bubbles appear along the crease has been happening and Samsung has been placing it under warranty for plenty of other customers online. I feel as though they are trying to boost repair sales by screwing vulnerable and uninformed people out of their money. I drove so far out of my way that I almost was willing to give up and pay, but my gut told me to just leave and talk to customer service online. I told them my experience and they apologized, creating an online ticket for me and helping get my repair warrantied. It really disappoints me to see a store make the reputation of a brand I've supported for over 10 years now look bad."

"They ordered a replacement screen for my Z Fold 4 stated part will be here before 12/30 and scheduled an appointment for me. I received no confirmation stating part did not arrive. I showed up dragging my pregnant wife with me to find out the part did not arrive. I now have to wait until 1/6 to try again. Why wouldn't they contact me to inform me not to come in to save myself the wasted time? Instead, they just stated I should have received an email, which the Manager said he failed to send out the email explaining that it was totally his fault like that makes me fee any better. Then he stated 9 other people are ahead of me waiting for parts but could not confirm when I would get my parts. Operationally, they need to communicate better as this is very frustrating as a customer to have my phone down for so long. His error in not emailing a customer is not acceptable. I am curious if this is the first time he has done this to a customer. If he has done this before, this would warrant a write-up in my world. I went from Apple to Samsung and never had this type of failure before with my iPhone. If this is a known problem with these Z Fold 4 phones, why not pull them off the shelves and upgrade customers to the newer model on the spot. I'm highly considering going back to an iPhone and eating the costs to do so."

"While I'm generally please by experience stores, there's a lot going on here that I didn't care for. For one, getting a pickup takes hours. I submitted my order around 8am and when it had been 2 hours I went on in to the store and it still wasn't ready. I had to talk to a floor sales rep and have them go into the back of the store and ask the person whose job it was to prepare orders, to prepare my order. Seriously, how long does it take to walk to one shelf and pick my order, then walk to another shelf and drop it off? The other thing I didn't like is the communication language of the store. The interface to the store's employees is that you walk up to a raised platform so the employees are looking down on you as you interact with them, and they're behind this big intimidating counter that's all glass and metal. They also did not do any crowd control. When I went up to stand in line to talk to a staff member, two people walked right in front of me and cut in line, and the employee did nothing. Then one of the customers spent 20 minutes haggling over the price of a phone while I stood there waiting. If you're expecting an "apple store"-like experience here, I strongly recommend that you go elsewhere. In fact, if you're going to order Samsung products? Maybe go to Best Buy instead. Your order will be ready in under an hour and they'll treat you like a human."

"Now, I've been a loyal Samsung customer for ages. I've gone through a bunch of their phones, including the Fold 4 (which, by the way, is a total game-changer). It's nice to see a store that's as committed to Samsung as I am. And let's not forget the atmosphere – it's got that comfy vibe. You know, the kind that makes you want to hang around and play with all the gadgets even if you're not planning to buy anything (but who are we kidding, you'll probably leave with something awesome)."

"I visited the store to fix my Samsung phone. You would need to book an appointment with the technician to get the phone fixed. You can try to walk in in case of any cancellations. The appointment was quick and didn't take much of my time to get the phone fixed. I visited on a weekday ( Wednesday) and it was tough to find parking."