Samsung Experience Store Reviews Summary

Customer Service

Pros:

• "Customer Sevice received from Sian was excellent."
• "From start to finish one of the engineers Guy helped me."
• "She listened carefully to the the issues I thought I had with my phone and clearly explained my options, ensuring that I understood what she was telling me."
• "Jacob who very helpfully and patiently went through all the troubleshooting."
• "Jian helped my Mum and I choose a new phone for her. He was extremely professional and friendly and couldn't have been more helpful."
• "I dealt with Nathaniel who was exceptional - knowledgeable, pleasant and professional."
• "All the staff are knowledgeable and helpful but especially Jay, who takes whatever time you need to discuss and explain what you need to know."

Cons:

• "Justin (I think) definitely needs retraining. Doesn't want to be there and actually quite rude."
• "Very rude staff. Received faulty device for second time of replacement."
• "The staff just keep chatting between themselves whilst they stare you down without asking if you need any help."
• "When I said I could not get in on Friday the assistant said it's not my problem. What sort of customer service is this?"
• "For a start, what is the point of being able to ring the stores, when the under-trained or under-developed staff simply pick up the phone and then hang up."
• "Absolute joke of a place to say its samsung too you'd expect much more very poor attitude to customers."
• "Why can't someone just book my service appointment instead of messing customers about and making it so difficult to get a repair booked in."

Product and Repair Experience

Pros:

• "They took money up front but said it could be refunded."
• "Advice given was clear and appropriate."
• "Still a good place to go see product and test them out."
• "They really could not have done more to look after me."
• "I have now also received my free Samsung Galaxy Buds after preorder."
• "One of the best customer service I have received so far."
• "Not only had the port been fixed, the screen, battery and the pcb were also changed."

Cons:

• "Repair was allegedly carried out to highest standards ensuring that handset remained water resistant... phone got water damaged."
• "Received faulty device for second time of replacement."
• "This Justin guy was saying I damaged my own phone, he went even send it to the repair centre for them to decide on the phone."
• "I was shown some paperwork claiming that repair was carried out correctly and water test was also completed. I was kindly offered in store repair at my expense of £1200."
• "Won't help with a repair on a Flip screen when under warranty."
• "Don't go to this place for any repairs. Was told they have all their parts delivered so they won't process your repair for several days."
• "But it clearly isn't as it's cracked in the middle of the inner screen and it happened to many other fold users."

Staff Attitude and Professionalism

Pros:

• "He made a daunting experience an enjoyable one. Highly recommend."
• "Well done Jacob and the Manager for running such a great store."
• "Booked an appointment arrived early and seen almost straight away."
• "Great service I would definitely recommend a visit."
• "The young lads Nathaniel & Jacob were fantastic; including the engineer- Ben who fixed my damaged screen in less than an hour."
• "Seb was really helpful and made our purchase journey very warm and informative."
• "Then the absolutely brilliant technician Ritchel soon fixed it for me, he was so helpful giving me loads of advice and showed me things that I didn't know existed all in very simple terms."

Cons:

• "Rude staff. Signal issues with my phone, on my first visit into the store they said they don't have time and I need an appointment."
• "The manager was not interested when I asked if he could do anything for me."
• "None of them were remotely interested in helping me."
• "The manager, who was stood near me on the shop floor, couldn't be bothered to help or try and find another solution."
• "At least 2 of the staff were condescending and rude, and have zero customer service skills."
• "The staff seems disinterested."
• "The staff were not engaging.they were not helpful at all.whats the point of even having the shop if they cannot help you"