Samsung Experience Store Reviews Summary

Customer Service

Pros:

• "Lee from Newcastle store helped and advised me on choosing a new phone."
• "I was given exceptional service by Diana who took me through the process step by step and wrote it down so I could do it myself in the future."
• "The staff were friendly and helpful, ensuring I had everything I needed for my new handset."
• "He is a total genius !!! Within seconds he had the problem solved."
• "The staff treated me very well, everyone was very friendly."
• "Visited Newcastle Samsung store on a number of occasions and frequently attended to by a guy named Alex, who I have always found to be extremely courteous, helpful and product knowledgeable on all occasions."
• "Excellent service from Katey and Moh when I got my new phone."

Cons:

• "Terrible store booked in for a repair I arrived 10 minutes early and was told I would have to leave the store and come back rather than just wait for 10 minutes in the store."
• "Very bad customer service I have appointment at 3 pm I arrived 2:50 non of staff asked me why you here."
• "The customer service assistant spoke to me like I was stupid."
• "This has really made me reconsider buying another Samsung and possibly moving over to Apple who I know have a store close to me."
• "If this was apple i could have had a screen replacement done in 10mins not 10days."
• "The ‘Samsung Experience’ is one of rude, unhelpful and incompetent staff and is simply the worst customer service I have ever encountered."
• "Very poor customer-service experience in the Newcastle store last week from two boorish, indifferent male staff which made me feel very uncomfortable – I was the only customer in the shop."

Repair Services

Pros:

• "The repair was done in only a day and my daughter was very happy with it."
• "Came to get camera fixed... they manage to fix it within a couple of hours."
• "Store was spot on, fixed my phone. Cracked screen."
• "Had a problem with my 3 year old tablet and called into Newcastle shop half expecting them to say it was no good. Wrong!, they sorted it within 24hrs at minimum cost."
• "The repair was done the same day - really, I could have waited in-store."
• "The technician took the phone out the back for a while then told me it needed a new part, will need to repair it."
• "Took to engineer in back and agreed to fix under warranty."

Cons:

• "I really struggle with this store. I've booked a repair with them about 2 months ago... Just rang today (a month later) and I wasn't even on the waiting list."
• "Phone had a broken screen and keeps switching off... The screen has been fixed but still switches off and still no receipt."
• "Eventually got appointment for repair and to do so they needed to know the exact detail of what was wrong with the phone... then at the appointment they tell you that the problem your booked in for cannot be fixed at this time as they haven't had the parts for weeks and not expecting for weeks either."
• "Appalling. Handed phone to them for repair and was told it would be available on Monday morning."
• "No one who approached or greeted us and who could tell us what we needed to do to book in the phone for repair."
• "They refused to repair my product due to water damage, even though it has been nowhere near water."
• "The technician promptly told me they would not repair it as its water damage and to return my phone they wanted £25."

Product Pricing and Discounts

Pros:

• "They gave me a good discount."
• "I purchased the newest version of the Flip phone on Monday 22 August 2022. They gave me a good discount."
• "I was then informed that the repair would cost £309.00 I said for that price I would want a guarantee that it would not happen again, she went back to the service center and came back out to tell me I would have a 2yr warranty on it so I went ahead with the repair."

Cons:

• "Saw a mobile phone advertised on their website for £199 so went into Newcastle store to have a look at it but when I asked about price it was £349."
• "To add insult to injury the device is actually cheaper on Samsung online (Blue light discount)."
• "i was then told that the phone i was interested in was on special offer. that is not true argos, currys, other phone shops have the exact same phone for the same price or lower."
• "I asked my sister to go today as I was at work. Today she got new price for the protector £30."
• "I contacted the brand representative to get the new protector under the lifetime warranty, and the consultant was really surprised that I bought this film in Samsung Store in Newcastle and told me the following: 'The ultra clear is normally a US only product. So the ultra clear is actually lower on the protective scale since it is more film like'"

Staff Attitude and Knowledge

Pros:

• "The staff in this store Chloe & manager Mathew have gone above & beyond to ensure the best outcome when I had a problem with my phone … I cannot recommend this store enough they have definitely gave the best customer care I have ever experienced… well done to them … big clap & well done to Samsung on your customer training .."
• "Having visited the store on several occasions for help and advice I have found the staff to be consistently approachable, helpful and go beyond what other phone shops have done."
• "Met up with their advisor Caroline who was an absolute delight to deal with. Patient, courteous and very knowledgeable, she sorted our issues leaving us more than happy."
• "Many thanks to the young man at Samsung, Newcastle who sold me a charger for my phone today, 7th March. It was only his second day working there, but was helpful, pleasant, polite and friendly. An asset to your team."
• "Great service, thanks."
• "OUTSTANDING service thank you."
• "Superb service provided by Sam today from the Engineer team."

Cons:

• "some of their staff is very intimidating and annoying I feel like a kid being watched by adults."
• "Again we waited for what seemed to be a very long time only to be served by a member of staff who looked extremely disheveled."
• "Whilst in the store the salespersons kept having to ask each other for advice. This left the impression that no one really knew what was going on."
• "The young man had No product knowledge."
• "Staff clearly showing contempt for each other, and 1 staff totally unaware of the samsung product range."
• "I was very disappointed with the attitude of the staff in the store."
• "The staff just seemed totally careless."