Samsung Experience Store

"Worst customer experience I've had. There is more character in interacting with AI than the employees at this store. First person that I saw made me feel as if was do a disservice to him by asking for help. Then once he did proceed he wouldn't take his eyes off his phone. Never been treated like this in any establishment. Management needs to teach employees hospitality. I did not proceed with a sale because of this lack of service. PLEASE ADDRESS"

"We were looking for phones and asking some features of the devices. It seemed staffs didn’t know what we were talking about and need a bit of improvement in customer service! Nice phones were there tho"

"Arrived around 6:30 p.m., and the African manager Devon asked if I needed help. I asked to trade in my cracked phone with S24 Ultra. She said she couldn't do that because they were almost closing. They are closing at 9 pm!!! That's about 2.5 hours!!. She took me to Ernesto, and he said no problem and started the process. Ernesto started the transfer but said he won't do the apps. What!! Why?? I asked him to do it like 5 times!! I shouldn't beg him to transfer my phone to the new one. That's their job! He said we could hang out and come back around 8 pm. I confirmed with him that he would transfer everything before I left. I went back 8:06, the phone is set a side, and no apps were transferred. I asked someone, who I found out it was another manager, "Andres," to continue with the transfer. He gave us such a hard time. Was unable to make the phone work on the computer. When I told him Ernesto did it, he replied rudely, "I was not here to witness how he did it." Wow! You are the manager!! You should know better!! You should find a solution! You should try to help!! He was also not able to manufacture and set the phone. Someone else did it. Before we found that tech guy to do it, wait... they have a tech person exist!!! Andres didn't bother to try calling him or offering to check with him how to do it!! Andres asked me to remove the apps one by one using the computer. He stated that he couldn't do it because it's privacy. He left us to deal with it. We had to find that sweet lady to help, and she did it all, btw. Since I stepped in this Samsung at The Galeria mall, Houston, and I'm seeing very unprofessional employees. Andres can NOT be a manager! He has no clue about his job and is terrible at customer service! I've been a Samsung user for more than 20 years, and all my family are I phone, and they have been trying to convince me to switch, and I was always bragging about Samsung. After the frustration and the horrible experience/customer service today, I'm definitely considering it."

"I have always been an iPhone user, but I have to say the Samsung experience was pretty unique. It all started with the customer service provided immediately when I walked in by Amadi when I came to get my phone repaired. I didn’t know you had to set up a reservation, but she logged me in and told me I could return to pick it up in an hour or so or the next day. So, I walked around the mall for a while. When I returned, I was greeted by the Manager, Roy. Between the time he was working with customers and me waiting to get my repaired, he took a moment to chat with me and made the Samsung experience even more memorable. It was not like waiting for service or shopping for a device; it was enjoying the whole moment provided by the Samsung staff and getting my phone taken care of on the first visit instead of having to return."

"*** WILL GO ABOVE AND BEYOND TO NOT HONOR WARRANTY... TO INCLUDE INTENTIONALLY DAMAGING YOUR PROPERTY *** I have a Z Fold 4 that is now inoperable after 10.5 months, which means that it is currently still within the warranty period. I contacted Samsung to begin the process for replacement or repair. I was directed to go to uBreakiFIX by a Samsung team member, which is an authorized repair center for Samsung. I have had this device in a 3-piece case since I took it out of the box. Upon inspection of the device, the associate said that there was no damage to the device and that they could honor the warranty. They did not have the parts in stock, and from there, I was directed to go to the Samsung store. Upon arrival, I explained the issue and that I was told to come here by the previous repair center associate. The floor associate took my phone to the repair technicians out of sight, where my device was INTENTIONALLY TAMPERED WITH, IN A MANNER THAT VOIDED THE WARRANTY! THIS IS ILLEGAL! I received my device back with FIVE(5) nicks on the interior screen, and TWO (2) FRESH SCRATCHES! One at the top and one at the bottom, that WERE NOT there when I handed my device over to them. This situation caused considerable inconvenience and disappointment, particularly as I rely on my device's functions for both work (Active Duty Military) and College. Due to their unwillingness to honor Samsung's warranty policy and their lack of professional integrity, I am now out of a $1,900 phone, and very important files. I am hopeful that the Samsung Experience Store at the Houston Galleria will take appropriate steps to address this incident, including providing a replacement device or honoring the device warranty, and ensuring employee training on proper warranty procedures and professional integrity. I WILL BE IN CONTACT WITH Samsung North America HQ in San Jose about this as well."