Preview Review

Next Review

Samsung Electronics Refrigerators Consumer Reviews

Most Popular | Newest | More Options >
More filter options:
Design Defects, Inadequate User Manual, Sometimes Poor Service
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

I purchased a Samsung refrigerator model number RF28T5001SG/AA in the past half year and was happy with it until I tried to clean it. Something had spilled onto the lowest shelf of the three shelves – the shelf that holds the fruit and veggie bin drawers below it and has the water filter attached to the middle shelf support. Whatever had spilled had gotten under the glass and onto the plastic part of the shelf which supports the glass. No problem, I thought, as I Iifted out the two top shelves and then proceeded to the bottom shelf.

Instead, I found a big problem: the bottom shelf immovable. Between two houses, each with two refrigerators, I have cleaned many refrigerators and have never had any problems removing and cleaning refrigerator shelves. No common sense approach seemed to work so I went online and read the refrigerator user manual. Lo and behold, there was not a word in the manual about how to remove the bottom shelf. So I called the customer service number posted under the model number on the refrigerator.

The customer service representative was very pleasant and spent nearly an hour seeking the answer and then explaining the need to push in part of the plastic support beneath the shelf. This had to be done simultaneously on both sides of the support. Once again, these two rectangular parts of the support were unmovable. I had a friend at the house and we each pushed on a side. Still immovable.

Finally, the representative said “well, there is this YouTube video that might help.” She sent me the link and said goodbye. It was a very useful video, one for which Samsung could take no credit. Much as I had discovered earlier, the guy who made the video stated upfront that surprisingly there was no information in the user manual about how to remove the bottom shelf. Then he showed how to remove it: he stated that you would need to push the plastic support with two screwdrivers, one on each side, in order to disconnect the shelf at the front. You pretty much need two people, one of each side, to remove a refrigerator shelf.

But it gets worse. Then, the video instructs, you must flip over the shelf to get out the glass because there are two very delicate little clips that break very easily at the back of the shelf that hold the glass in place. He was correct. As delicately as I could, I pressed the clip feet together but one of them broke anyway. So now I had to get back on the customer service line where I got another representative who was very nice but, after more than a half hour, was unable to help me and unable to locate the clip so that it could be replaced. All she could do was give me a telephone number that she referred to as “the e-commerce department.”

I called that number today – and heard a recording almost immediately stated that Samsung has the “best customer service” - and got a guy who at first said that the clip wasn't necessary. Because it is not clear to me that the part is truly unnecessary and because it is designed as part of the shelf, I asked him if he could try to locate it. He said he would try to find it for me and asked me to wait on the phone while he located it. I waited 17 minutes and then was turned back to the initial customer service line; that is, he abandoned me rather than providing me any service.

My conclusion about Samsung: while they got some of this right, there is too much that is wrong:
1) The bottom shelf is poorly designed. This is clearly a design defect if you must have two people to remove a refrigerator shelf so that you can clean it.
2) It is another design defect if a cheaply-made clip to hold the glass in place breaks incredibly easily.
3) It is unacceptable to have a user manual that fails to communicate how to carry out expected maintenance of the appliance (removing for cleaning the bottom shelf), especially when doing so is so unnecessarily difficult.
4) The fact that I was dropped by the last customer service representative speaks to poor training and poor supervision of their customer service function.

My friend who helped me with removing the bottom shelf (who held the screwdriver to the other side of the shelf support) is building a new house and will need new appliances. Based on what we went through just trying to remove the shelf, she said she would pass on Samsung appliances. After reading this, you might do the same.

Replies
Buyer Beware Samsung Refrigerator
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ANDREWS, TEXAS -- If you are in the market for a new refrigerator, don't buy one made by Samsung! You will regret it. I am currently dealing with them on a refund that's has been going on for three months! My refrigerator has been out since July and I'm still arguing with these people in October! They do not tell the truth, they are horrible to deal with. Save yourself the trouble..... If it's not made in America, don't buy it! Samsung is manufactured in Korea! There will never be another Samsung product purchased by this household. None of their service people could even agree on what was wrong with this piece of junk either.

Replies
Samsung Refrigerator Service is Miserable
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GEORGIA -- I purchased a Samsung Refrigerator 1/1/15 and immediately noticed the compressor/condenser was louder than any previous owned refrigerator. After 4 failed service attempts by technicians who were not qualified to repair closed systems and endless time on the phone with Samsung Executive Support, I was informed that I had to cut the cord of the refrigerator and send a picture as proof. Once received, they would refund my purchase. No one at Samsung was able to tell me what I was supposed to do with the refrigerator. I guess it's my responsibility to dispose. TERRIBLE CUSTOMER SERVICE. I WILL NEVER BUY SAMSUNG AGAIN!

Replies
Refrigerator That Freezes Over Every 4 Months
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PUEBLO, COLORADO -- Our Samsung refrigerator that was purchased from Lowe's 3 years ago continues to freeze up every 4 months. We have to take everything out and let it thaw.. So much food has been wasted. The temperature is at 45 degrees which is not safe. We tried taking it out, but due to a cover of some sort on the top of it, it will NOT slide out from under the cabinet. I'm not sure how they even got it in as it was delivered and installed prior to us taking possession of the house. If called the manufacturer, googled the model # and looked to see if it was recalled to try and figure out what do do about the problem and to even get it taken out but nothing has helped. Will never buy another Samsung appliance again.

Replies
Advertisement
Refrigerator Lemon
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SUMMERVILLE, SOUTH CAROLINA -- We purchased a Samsung french doors refrigerator from Best Buy. This review is on the refrigerator. It never worked properly. The first week the icemaker went out. Called Best Buy and they replaced the entire refrigerator. The icemaker went out again within a few weeks. The company mailed me a new one. However I am not an installer. Samsung sent one, after I called. Within a few more weeks the refrigerator started running loud like a lawnmower. Samsung sent another person out who said it was the compressor.

Long story short, it never went away, someone came from ATL. Then after 3 years of bad services it stopped cooling. Atlanta came to fix it again. Short-lived. We decided to get rid of it. I will NEVER buy another Samsung refrigerator. They are not ready for the appliance world. Though they are beautiful. All that glider is not gold. I would rate it a 1.5 and that is because they did try.

Replies
Failed Refrigerator, Failed Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LEROY BLODGETT, OREGON -- The freezer quit on a 4 door/flex door refrigerator that I purchased just over a year ago. I had a local repairman look at it and he determined that the sealed system for the freezer failed. I called Samsung and was first told it was not warrantied. I had to scan and send them a copy of the warranty page in the manual that said the sealed system is warrantied for 5 years. The response was... "Oh I guess you're right. We'll have a certified repairman contact you with 48 hours." After 10 days I called back and was told there were no certified repairman in our area and they would not just replace the refrigerator. So, that started the refund process.

Now it has been over a month and I had several phone conversations with them. Each time someone will call me back in 24-48 hours... never happens. I even emailed the director of customer service twice and got no response. Now they want to give me less because Home Depot gave a discount dye to amount of money I spent there. We were remodeling and my total bill was about 20k and the discount on the refrigerator was $55. Home Depot even called Samsung and were told, "Too bad." DO NOT BUY SAMSUNG.

Replies
Poor Customer Service and Lies
By -

COLUMBUS, OHIO -- We purchased a Samsung RS2577BB refrigerator on 1/18/04 from Best Buy. We did not have it delivered until approx. August 2004 because our house was being built and we did not close on it until the end of August. The fridge worked until approximately 3/23/07 when refrigerator side stopped cooling correctly. We contacted Samsung which told us it was out of warranty, but they provided us with the contact info for a "preferred" authorized repair company that was local.

The repair company came out on 3/28/07. Once they arrived they said that they were not sure what the problem was & called Samsung to see how to proceed. They were told to replace the sensor and did so. This only helped for about 4 hours so we had to call them back again. For weeks the tech at the repair shop talked to Samsung via phone and email to try to find the problem and finally they were told that it may be the thermal fuse in mid-April. We went over 2 weeks without a working refrigerator.

Finally on 4/16/07 the repair company came back out and replaced the thermal fuse. Within an hour of the tech leaving we had the same problem and in addition the freezer also stopped working properly. I called the repair shop again and they expressed their concerns with Samsung because they said they were not getting return calls or emails. They said that Samsung was being very vague when they did get someone and they were being told that they (Samsung) really had no idea why the refrigerator was not working properly. They suggested that I call Samsung directly.

Samsung confirmed that the repair shop had called several times and their technical support and customer service stated that they could only think of those 2 things as potential problems with the refrigerator and that they were at a loss. They suggested using another repair company even though they admitted the other repair shop would also call them with questions so it made no sense to do this. It would also mean an additional service fee on top of the $236.88 we had paid the repair shop we were currently using. I said I would just replace the refrigerator and they said it was fixable and they would work with the repair company so I waited.

Over the next month things continued to get worse and when we called Samsung they said they would replace the refrigerator. They worked with the repair shop to issue us a SAW number which was supposed to be what was needed for a replacement since nothing was now working properly. By this time, I had bought a small little refrigerator from Home Depot just to have some refrigerator space for milk and other essentials. Melissa in customer service said that the issue was being sent to Executive Customer Service and we would not have to do anything else because we would get a replacement.

When we didn't hear anything else after a week or so, we called back only to be told that they had decided not to replace the refrigerator and they would continue to work with the repair company to try to fix it. Finally we did get some support from Samsung and the repair shop came out again on 6/26/07 AND 7/9/07 based on info provided by Samsung to do more "repairs". They replaced the main board and then the freezer sensor and something else, yet they still could not get the refrigerator to work correctly. Finally a new Central Regional Service Manager stepped in and we were told that we would get a replacement.

After sending over our receipt as requested, we were told by a CSR that they no longer did exchanges through Best Buy so we would have to get a refund. We were not totally happy about that, but we just wanted to get a new refrigerator. However, they later told us that they would only give us a little over $400 even though we paid $1441.11. This just covered the costs we had already paid in repairs and didn't even cover the $320 we lost in food. Now no one is responding.

Buyers beware. We have been treated so poorly that it sickens me. I understand that the fridge may not be under warranty any longer, but do not make promises then back out. Also, they badmouth even their "preferred" authorized repair shops. Lastly, it has taken 4 months to even get this far. We are disgusted with the service and the lies. We will never buy from Samsung again and we are techies that buy a lot of electronic items. They need to stand behind their products and what they say. To drag this on for months has really left a bad taste in my mouth.

Replies
Poor Design For Expensive Product, Customer Service Unwilling To Repair.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Purchased a Samsung French door refrigerator ($2,300) in late 2016. From the beginning the ice maker would become encased in ice and stop working. Had to chip away at the ice for it to start working again. This process was necessary every 6-8 weeks. Apparently this is a very common problem with this model. Contacted Samsung and was told service would cost me as it was out of warranty. Now the ice maker and stopped working altogether. Very poorly engineered for a very expensive product to have customer service denied. Model RF23HCEDBWW.

Replies
Advertisement
Samsung Is The Worst
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AVON, COLORADO -- After only a few years of using our Samsung refrigerator, it started leaking water into the crisper drawers, thereby ruining our vegetables every week. We called Samsung and they sent a repair technician (at our cost, of course!). He wasn't a Samsung certified technician and therefore couldn't fix the unit. Awesome. I called Samsung back several times and was so mistreated and frustrated, I will NEVER buy a Samsung product again. I would recommend the same to anyone I know or don't know - don't purchase from Samsung. Their products are terrible and their customer service is even worse.

Replies
Samsung Refrigerator - Horrible Customer Service
By -

CARY, NORTH CAROLINA -- After 1.5 years of use, we noticed that our Samsung side-by-side refrigerator (Model RS267L, $1698) was not cooling properly. I went to the Samsung website to identify the nearest repairman (Day 1). The first repairman only came (Day 7) when I said my refrigerator was not under warranty (and paid the diagnostic fee myself) because Samsung owed him $11,000 for warranty repair work. His diagnosis was that the heater/evaporator was not working and needed to be replaced under the 5-year sealed system warranty – he said that if I would get the part from Samsung he would replace it for $350.

Meanwhile he de-iced the unit and told me that it would cool properly for a while. I called Samsung (Day 8) and they said that they only ship parts to authorized repairmen and the Regional Service Center needed to work out the payment problem with the repairman and would call me. They never called back. Day 27: called Samsung Executive Customer Relations (ECR) and they assigned another repairman. Day 36: Repairman #2 came after I called him myself. Immediately he said that the unit was not repairable and called Samsung – they originally promised an exchange but then said they would have to refund my purchase price.

Day 37: faxed and uploaded my sales receipt to Samsung; called Samsung ECR and representative told me that they had my receipt and that it would take 7-14 business days to issue my refund. Day 43: received a call from Samsung Refund Department – she told me that my refund would only be for sales price, not tax or delivery fee and that it would take 14-21 business days for the refund to be issued once I sent in the serial number plate (which I sent certified mail the next day). She also said that immediately before the check was to be issued I would need to send them the cut-off power cord.

Day 72: called Samsung to ask about my refund – was told that the check was issued that day. Day 75: received the refund check. I have never had a problem like this with any appliance that I have ever owned! I feel truly victimized and will never buy another Samsung product!

Replies
Top of Page | Next Page >

Samsung Electronics Refrigerators Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 16 ratings and
30 reviews & complaints.
Contact Information:
Samsung Electronics
105 Challenger Rd
Ridgefield Park, NJ 07660
201-229-4000 (ph)
201-229-4110 (fax)
www.sosimple.com
Product/Services | Related Resources
Compare Computer Companies