Samsung Experience Store

Reviews

1. Darren Fuller ★☆☆☆☆

   Money grabbing FRANCHISED STORE, NOT OWNED BY SAMSUNG. Was sent by Samsung online customer care team via EE store to have a bubbled, factory fitted screen guard replaced. I was told that the phone was under warranty when they checked the details online, when I arrived at the store for my timeslot appointment (1 hour drive + parking etc) the person scanned my phone and said that the warranty was out of date by 2 weeks. This was already approved by Samsung call centre and the screen had been bubbling up for about 4 months. They said it would be £35, which i was going to be charged i would have bought a replacement off of ebay for £5 and fitted it myself. I asked to speak to the manager to see if there was any discretion and presuming someone had got something wrong, she said its a FRANCHISED STORE and they have to charge as the screen card is an "add on", I said it's not an add on, the fact that it was FACTORY FITTED AND NOT OPTIONAL it is part of the phone which should be "fit for purpose" 6 years from date of purchase or delivery. NOT IN THIS STORE!!! MY COMPANY HAS 87 SAMSUNG PHONES USED BY OUR DRIVERS, WE ARE NOW CANCELLING THE CONTRACTS TO GO WITH A DIFFERENT BRAND, APPALLING STANDARD OF SERVICE FROM SUCH A BIG COMPANY. LOOK AT THEIR REVIEWS ON HERE LOL.

   almost 5 months ago
2. Angela Braithwaite ★☆☆☆☆

   I visited the store because l'd forgotten to charge my watch before work (my own responsibility I know). Instead of spending £55 on something I don't need, I asked if I could charge my watch briefly using their equipment because I need the watch for medical alerts. I was refused !! Very unpleasant experience. I certainly won't be returning. I am now in John Lewis and staff are very kindly assisting me.

   almost 6 months ago
3. L. odedara ★☆☆☆☆

   I had a very disappointing experience with Samsung customer care. I called their support line and waited for over four hours, but no one answered my call. This was a very important matter for me, and I needed assistance as soon as possible. Unfortunately, my time was completely wasted, and I received no help at all. I am extremely unhappy with the customer service and feel let down after purchasing a Samsung product. The lack of response is unacceptable. Based on my experience, I would not recommend Samsung, as their customer support does not seem to care about helping customers after the sale.

   almost 6 months ago

1. Ratan Bawrie ★★★★★

   After two years of use, the official screen protector, for inner folding screen of the my Samsung Galaxy Z Fold5, started to bubble and peel around the crease area. Booked an appointment with the Samsung Experience Store @ Leicester, where store assistant Asmaa helped me with the replacement screen pro process and paperwork. Excellent service, very clear information given, process was easy to understand, and I was well looked after. The overall repair/replacement of that inner screen protector for the folding screen was fast too, within 45 mins. Absolutely recommend to go to this store for its great customer service and for Samsung repair issues and resolutions!

   almost 6 months ago
2. Anthony Wright ★☆☆☆☆

   A terrible terrible store who are only interested in taking your money. The after care is awful. So my Z fold inner screen broken. When i took it in i was told i had cracked the screen myself. I had not and there was no crack on the screen, it had just gone all weird. Despite this they still insisted it was my fault and was not covered on the warranty. They wanted £550 to repair it. I then called samsung who said it was covered on the warranty, gave me a reference number and told me to take it back to the store for repair. So i did but when i got to the store they were not interested. They didn't want to take the reference number and told me that because their store was franchised they had different rules. They didn't even want to investigate it and made zero attempts to resolve it. All they wanted was for me to pay. I've only had the phone 3 months. In addition to this they do not answer the phone, when challenged about that they said they opened late (later than advertised) so no one was in. What a load of rubbish. I challenged that and called about 20 minutes after leaving to see if they answered. They didn't and when i was in the store i was their only customer. They also refused to give me details about their manager so i could raise a complaint. I like to say though that the samsung online customer service team were very good, they couldn't understand why the store wouldn't repair my phone under the warranty when it had actually be authorised so have arranged a pick up service. Honestly, i never complain but the people running this store are awful. Only interested in your money. Samsung are great but STAY AWAY FROM THIS STORE.

   almost 7 months ago
3. Shaz N ★★☆☆☆

   Visited the store first time, not entirely happy with the customer service. I was interested in buying a new phone, but needed to get as much information possible before deciding to buy. After providing the type of features I would like in a phone, the girl who initially dealt with me gave very limited answers and no mention of the price/budget. She just pointed at the phones and then she abruptly passed me onto another staff member who looked like a trainee so they can deal with me instead. I found this quite rude as there were no other customers so not sure why she didn't deal with me from beginning to end. If I had received better service then I would have possibly bought the phone on the day. Not sure if I want to come back again now. Disappointed!

   almost 3 years ago

1. Florea Florin ★☆☆☆☆

   Not trained as customer service. Management is very low, a manager should empathise with customers, not act like an inquisition officer and punish them for visiting the store or asking for info. Overall experience very unpleasant and rude, refusing to cooperate and basically there just for the 9 to 5 job. Untrained, rude and unpleasant as presence

   almost 3 years ago
2. Georgiana Badea ★☆☆☆☆

   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, their exact words were "it doesn't really matter the hour, it is quite flexible, just put yourself on the list for the day. After more than a week, on my second visit they denied having told this. And there were 3 members of staff standing in front of me doing nothing and said I need to wait for more than 40 minutes. Having made a complaint against them for not even trying to sort out my issue for a phone I paid a fortune, the manager refused to shake hands when I asked to speak to him and then he said they won't deal with me that day as I "need to pay for my actions"- actions that they have created with their denial of listening to my issue. It was my second time travelling 17 miles for a lack of empathy. That's a hell customer service! But having read other reviews makes me think whoever choses to go to the Hicross Leicester Samsung store makes the worst choice. I will escalate my complaint!

   almost 3 years ago
3. Riy ★☆☆☆☆

   The store itself is good but the manager Justin is absolutely useless he really shouldn't be a manager. Makes promises to call back and resolve issues but never does. They cant solve a simple refund!! Had to visit 6 times and still not resolved. This is the last time I will ever buy a phone from Samsung highcross. Rather go on the website and order directly.

   almost 3 years ago

1. Faris Khan ★☆☆☆☆

   The store is a very nice store, however has completely put me off of Samsung. I am a university student, who has had 3 experiences in this store. The first experience was quite good, in which I bought a screen protector for a brand new S22, however, I was told they could not fit it on for me, which I understood, despite it being a shame. My second experience was dreadful. I waited very long to be served, and I was served after many customers who came after me, even though I knew exactly what I wanted. After approximately half an hour, I was served and bought a Galaxy Book Cover Keyboard for my Tab S7+. When I went home, I opened it, and found that this was the keyboard without the trackpad. As soon as I noticed this, I repackaged it, and went back to the store, less than 24 hours later, to find that I was unable to return it as 'the box had been opened.' How on Earth would I have known that it was the wrong one, without opening the box, as the image on the box is also very unclear as well. I was completely willing to pay the extra £70 to get the correct product, however after already paying £140, they expect me to pay £220 more, for something so ridiculous. Despite using Samsung for the best part of 7 years, from the J3 2015, I think this experience has made it very likely, that I will be moving to Google on my next purchases.

   almost 3 years ago

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