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October 2024 by OS ldc
Awesome service: fast and efficient
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October 2024 by Eddie
Strangest sales experience I've ever had in a store. I came in to buy a watch expecting great customer service from the staff, especially since this is the official Samsung store and not a third party retailer. Staff were annoyed when I asked them questions and did not seem knowledgable at all. Told me to "look it up" when I asked them about specific details. The floor staff member pulled out his phone and started texting his buddy mid-conversation. When I went to check out, the cashier did the same thing as well. Rude and arrogant staff all around. Better off sticking to Apple.
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October 2024 by Henry Nickel
Minus 5 star for the customer service! The warranty service experience in this store will finally be the reason to switch all my future cell phone purchases to Apple. Talking to the service technician kid in this store is a waste of 2 hours in my life and insult to my engineering understanding of technology. Dont waste yor time going there for service or ask for warranty on Samsung phones!
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October 2024 by Cinematic Street
This is the second time I've bought a phone at the Samsung Experience Store and I'm happy to report that it was another great experience.
I love the Samsung Store because you get to pick up, handle, and operate all the different Samsung phones before you buy one. This really helps you to decide which one is best for you. You can't really do that at Best Buy because the phones are all locked down.
Plus there are staff at the Samsung Store who are quite knowledgeable about their products and can answer any questions you may have.
On top of that I was trading my iPhone 15 Pro Max in for a Samsung Flip 6 and the Samsung Store was able to facilitate the transaction in-person….which was brilliant. It's so wonderful to NOT have to buy products online and have them delivered by mail. Working with a human being in-person and buying a product in-person is ten times better than going online and dealing with some weird AI chatbot, text/email, combined with problematic mail service. Plus if I have a problem with a phone I can go straight to the Samsung Store and get it sorted.
I was served by Ivy at the Metrotown Samsung Store and she was simply amazing. She made the entire process so easy it was enjoyable. She's friendly, smart, efficient, and went out of her way to find a phone for me because they had sold out of the Flip 6 because it's popular and there was a promotion on for them. The whole experience reminded me why I never want to buy anything online ever again. I hope they never close this store down.
And BTW the Flip 6 has lived up to the hype and I can't wait to see the next iteration of it. It's a brilliant design for content creators, like myself. ProVideo mode creates better quality video than an iPhone and is far more practical than using giant Apple Log files that need to be color graded. All we need now is a Flip 7 with a 1/1.3 sensor from the S24 Ultra and have all the apps pre-installed on both the main and cover screen.
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October 2024 by vince disalvo
Costco is cheaper
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October 2024 by Jerilyn D.
I had similar experience as Tania Bhattacharya who left her own google review here too. Bad experience. Left me a bad taste of Samsung quality and Samsung customer service.
I bought my first Samsung phone in the Metrotown store. I decided to buy it in store because their sales agent gave me the impression that it is easier to return the phone in-store than online. I needed the security of being able to return the phone if I am not satisfied with it because it is my first samsung and android phone. I was not satisfied with my Galaxy Tab (a gift) from 10 years ago. I was told that Samsung is so much better now than from 10 years ago. So, I bought it and tried it. I really wanted to like the Samsung phone but I was just not happy with its camera and the photo quality it takes. I was very careful with the phone during the time I had it. Today, when I returned the phone the Samsung employee really scrutinized the phone and I was shocked to hear that there's a scratch on the phone and they will not accept the return.
I cannot even see the scratch on the phone but they claim the scratch is there. I can't feel the scratch. Even the assistant manager claimed there's a scratch. How can there be a scratch when I always protected the phone in a soft cloth bag and I had it less than 2 weeks. I only took it out of the house for 1 day to test. I told them I don't see a scratch. If there's really a scratch then their "Gorilla Armour Glass" is crap if it is that easy to scratch. Or, did I receive a phone that already had a scratch that I didn't even notice ? I had my iPhone for at least 5 years (no screen protector) and no scratch.
I was planning to give Samsung a try again with their next phone like S25 Ultra. But, not anymore. I used to think it was only the camera that I don't like about the Samsung S24 Ultra but now I think the glass itself is crap.
I don't notice any scratch but every time I look at this phone, I'm going to think there's a scratch.
Buyer beware. Only buy Samsung if you really want to keep it. The chances of you being able to return it is very very slim. Sales agent can claim many things wrong about the phone to decline the return. I feel like they don't stand behind their product.
Buy Apple instead for its better quality and better customer service. Apple stand by their product.
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October 2024 by Chiko Lai
My Flip 6 digitizer died after 2 months and so basically there was no sensor on the main screen. Got to the store at around 5pm on a Sunday and it was PACKED. But somehow they got my phone fixed under warranty by 6:45pm. John the gentlemen that helped me was super professional and even helped me back up my phone! 5 stars across the board.
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October 2024 by Andy Nguyen
Maybe you should avoid Samsung products completely? Read on.
I hope this message finds you well. I am writing to express my deep dissatisfaction with the service I have received regarding my Samsung tablet, which I purchased from Best Buy four months ago. Last week, my tablet suddenly stopped working and would not turn on. I brought it to the Samsung Experience Store in Metrotown, Burnaby, on Saturday, where I was assured that the issue would be resolved within one day. However, by Wednesday, I had not received any updates. Upon calling the store, I was informed that the problem had not yet been identified and no work had been done. I was then told to wait an additional four days for a defective cable to be ordered, with no guarantee that this would resolve the issue. I requested to speak with a manager, and Kyle promised to call me back but never did. After further complaints, I was assured that Service Manager Bella would contact me, but I have yet to hear from her as well. This lack of communication and delay in service is unacceptable, especially from a brand as reputable as Samsung. Given the circumstances, I am requesting a replacement for my tablet if it cannot be repaired within 48 hours of this email. I cannot continue to wait without a clear explanation of the problem and a definitive timeline for resolution. I trust that you will address this matter with the urgency it deserves and ensure that such service lapses do not occur in the future. Thank you for your attention to this matter.
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October 2024 by Yubeen Kim
Terrible customer service
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October 2024 by Niki A.
I had a great time at the store, I came in with my Mom but was feeling anxious from before. An associate names Jasnoor Arora was so kind and sweet, he helped my Mom and got her set up and offered me a place to sit which was close to the ac vents. Not only did I feel calmer but just overall left in a great mood. I would return to the store, as they seem to have offeres frequently and I appreciate the extreme care and attention, which was customer experience driven not just for sales.
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October 2024 by Agatha
Alexander was very helpful.
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October 2024 by Tania Bhattacharya
I had a decent experience while purchasing my Samsung Flip 6 from this store. However, when I decided to return it due to a poor user experience, their attitude completely changed. They became very hesitant and refused to accept the return because of a tiny scratch on the screen guard. This scratch, which was barely visible and only on the screen guard that came with the phone, should not have been a valid reason to deny a refund. Instead, they used it as an excuse to avoid processing my return.
Their customer service is great when you're buying but turns awful if you need to return something. I'm very disappointed. I've been a loyal Samsung customer for a long time, and I never imagined that one bad experience could change my perception so drastically. Products are created to provide the best user experience, and when a customer is not satisfied, it's up to the people representing the brand to understand and help resolve their concerns, not undermine their faith in the brand.
As someone who understands the impact of word-of-mouth, I will be the first to advise my friends and family against purchasing Samsung products—not because of the product itself, but because of the lack of support from the people behind it. This experience has been a major letdown.
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October 2024 by Jay Wu
Ever since the Samsung Galaxy Ring came out, I've been coming to this store asking when it would be available in Canada. I spoke to Ana over a week ago, she asked for my number and said she will text me once they receive it. Today was the day the ring was available in Canada and true to her word, I received a text from her! Thanks Ana for going above and beyond to help me get my ring.
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October 2024 by Ella Tong
Great Tech Support & Sale Experience in the store!!
Store is busy since 10am for real, but the staff are helpful and knowledgeable. They tried their best to try saving my Flip 4, but it really died. I needed a new phone at the spot, and they tried their best to find me the stock and get me a good deal.
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October 2024 by Lan Truong Canada
Very good customer services.
