Samsung New Zealand Reviews 83

I have phoned Samsung 6 times messaged on their 24hour watts app and had no service. Every time I rung they say I’ve been eaculatws for service. My client has had a TV for 2 weeks. They have been absolutely useless I would never recommend them ever again! I still have no email or call with a solution.

They messed up my order, there are zero ways of contacting them (the live chat says to send an email, but the email's are never answered). It seems the only way to deal with it is to somehow sue them, which is going to be a nightmare. Don't ever buy anything from Samsung Shop

I don’t even want to give one star, but in order to write anything I have to give one star.

I placed an order with Samsung NZ on 24 July 2025 (preorder for the newly launched Fold 7 and Flip 7), the POLi payment went ahead and money were paid out of my bank, yet the screen prompted me that there was an error. I reported the issue immediately using their online form.

Here is a brief timeline:
24 July: Order placed and issue reported immediately (between 12 and 1pm). The promotion finished on 31 July/1 August - I gave them a week to resolve before their promotion finished.
1 August: Refund form sent by Samsung; I submitted it the same day.
14 August: First contact to confirm bank details — 13 days later.
21 August: Refund processed — a week after my bank account confirmation, nearly a month after payment on 24 July, after MY multiple follow-up and queries.
28 August: Still no code, no timeline, and no direct communication from the team responsible.

Despite acting promptly, I was left chasing updates for weeks. My refund was only processed on 21 August, after multiple follow-ups — and even now, I’m still waiting for the promotion code I was entitled to under the original offer.

Samsung held over $5,000 of my money for nearly a month, failed to provide proactive communication, and after my multiple emails and requested for some kind of compensation, offered a $50 “gesture” that felt more insulting than helpful. The promotion code they are yet to generate (to give me those free gifts that came with the preorder) wasn’t a bonus — it was part of the deal I qualified for.

Meanwhile, Samsung has continued to launch new promotions, and I’ve missed out on several — including from other retailers — because I’ve been left in limbo. I couldn’t even consider new deals because I didn’t know when I’d get my refund, and I couldn’t risk spending another $5,000 while the first $5,000 was still unresolved.

Customer service was slow, fragmented, and lacked empathy. I’ve been a loyal Samsung customer for years, but this experience has made me seriously reconsider.

Updated my phone & some apps won't open regardless of Google information about how to reset. Never Never Never going to update again. Stupid Samsung phone!!!!!!!!!

Bought zfold5 after year screen inner broken and replacement very expensive.
Bought 24 ultra and after update UI phone nearly broken as battery draining also phone keep restarting and phone temperature high

Had my under year old phone go in 3times on the 3rd time they said it was my charge after I paid to replace the second. Ask for a store credit and told it was the new charger for a just under 3k piss poor service from Samsung do buy one

Worst Customer Service Experience – Still Waiting After a Month

I’ve been a loyal Samsung customer for over a decade, but this recent experience with the Galaxy S25 Ultra has completely shattered my trust in the brand.

I ordered the phone along with a charger, screen protector, and case through the official EPP Samsung store. When I finally opened the package—after being away—I found the case was visibly damaged. I raised the issue immediately and requested a full order replacement, especially since I also started noticing the phone heating up during basic use and charging, along with fast battery drain—all completely unacceptable for a brand-new flagship.

But what followed was an absolute disaster in customer service.

Samsung took over a month just to acknowledge my return request. Even worse, they claimed a return bag was sent, but I still haven’t received anything to this day. I followed up multiple times, was promised updates, and even told that their case manager had responded—but that was either false or deliberately misleading. I was left with no working plan, no timeline, and no support.

Meanwhile, I am stuck with a possibly faulty phone, no replacement, and no secondary device to use in the meantime, which has severely disrupted my daily life and work. Their service team’s dismissiveness and repeated delays have added enormous stress, especially as I approach an international trip and need a working phone.

It feels like Samsung’s strategy is to delay and frustrate customers into giving up their claims. For a company that sells itself on premium quality, this experience has been anything but premium. In fact, it's the worst I’ve ever encountered with any major brand.

To anyone considering Samsung: think twice. Their products might look great, but if anything goes wrong, you’re on your own.

My experience with the Samsung Galaxy Buds Pro 3 has been absolutely horrible. I’ve had to send them for repair three times in just four months — and I’m starting to feel like this will keep happening until the warranty runs out. After that, they'll just be useless and a complete waste of money and time.

I asked for a refund or a proper replacement unit, but my requests were completely ignored. Every time I tried to get help through online chat, I was passed around — I spoke to few different agents, and every one left the issue unresolved.

Samsung's online support has been disappointing and unhelpful, and it’s shocking to see such poor service from a major brand.

online customer service needs to be improved.
I started online chat conversations with at lest 5 people and they all disappeared in nowhere with zero result!

To sell a phone with no charger is like selling a car with no wheels. I mean honestly another money grabbing scam. This should fall under consumer rights...because it's not right....let's build a house with no roof and make them pay extra for it...sounds ridiculous doesnt it....sell a phone with no charger..why bother buying it

i think it is unreasonable to charge $120 dollars for an inspection when it takes a 30 second glance to see a cracked screen.

I was also redirect to the 24 hour live chat by the Samsung Customer Service Plaza representative named Zen (who is responsible for taking on the job)

The 24 hour live chat then informed me they are the ones responsible for handling repair cases and he would've booked at this location anyway.

Wish I had read the reviews before purchasing anything Samsung.
Bought a bespoke fridge and tried to order the panels, online. The website doesn’t list my fridge model. I was just supposed to know it was the same size as another model listed. Tried to use my promo code but the website said invalid. Had to contact customer service and they told me the code only works if you put the code in a certain order during checkout. Eventually ordered my panels even though the default color on the website does not match what I ordered. Customer service said that’s “normal”.
Customer service then contacted me, after a four-week wait, to say my panels arrived to them broken. They said they would remake them and it would take another 1-2 weeks. It has now passed that time frame and no one will answer my emails.
Never again.

I have been locked out of my account. I forgot my password and when I tried to reset, found that the phone number they send the code to is my old work phone that I no longer have. I have tried everything to try and get them to change the number with no success. They are bloody useless and just read off a script

The Z Flip phone has a Sensor hardware fault,
Do not buy any Flip phone,
Samsung Customer Sevice is Appalling,
I have purchased at least 15 Samsung products ,
NEVER AGAIN

Always purchased Samsung S series phones and never had an issue. Their trade in plans and student discounts are awesome as well 🙏

Scamsung is way more accurate.
4 machines I’ve had (2 washing machines, 2 dryers) and all 4 have failed spectacularly.
After fighting hand over fist to have them repaired (one of each over Christmas) and months of waiting for these morons to get their act together, they offered no compensation (legally required in accordance with CGA) and after pointing this out I’m told that in spite of the $1800 it cost me to visit a laundromat (like I said, months of fighting) I was offered $400 (I refused their insulting offer) and said if I wanted what I was entitled to, I’d have to take them to court.
I wouldn’t touch a single one of their shoddy products if I was paid to.
When I’m fairly compensated I’ll remove this review.

My new Watch 7 is not sending ANY sleep data to my S20 5G phone. Samsung service has been REALLY bad, 2 months of being messed around and most of what I asked just ignored. They also refused to escalate my complaint to customer service (I suspect they don't have anything like that). They unbelievably suggested I buy a new Samsung phone to fix a Watch problem - eventually admitting the Watch does not work with 'older phones'. They also said they do not support Samsung phones not bought in NZ.

Technician won't reply when he is coming to our house the repair a washing machine. Horrible experience, planning to run errands but wasnt able to, ruined my day.

Bought a samsung s25 ultra and was meant to be sent out 2 days later. We at 5 days later and no tracking number or change in online order! Oh and don't bother calling them they can't even speak proper English! Pathetic.. safe to say I will be switching to the competitor!

Pre ordered the s25u on the 23rd of January directly through samsung. Advertised as being delivered 5th of Feb. A week later my new phone hasn't even been sent yet. I felt the advertising was misleading so phoned samsung nz to complain, they offered me 5% off a TV or 10% off a separate phone perchase (not this phone) if I buy it before the 28th of February. My wife pre ordered the same phone from Noel Leeming and picked it up on the 4th of February, with a $600 in store bonus credit. Really disappointed with the treatment from Samsung. Would not recommend dealing with them directly