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March 2024 by Deon B.
I like this store. I wish they stocked new accessories when new items drop. I find my self disappointed every time. However, I still give it 4 stars because there are a few staff members who go out of their way to help in many other ways. I have been going to this store since it opened and will continue.
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March 2024 by Wilfred T.
Disappointed with Samsung Pre-Order Experience. It took over two months to receive my pre-ordered phone and resolve the resulting issues, leading to a frustrating experience. Throughout this process, I encountered several problems. Firstly, I spent a significant amount of time contacting Samsung customer service and visiting physical stores for updates. However, the information I received was inconsistent. For example, a representative offered a complimentary upgrade to a leather case during one interaction, but this upgrade was not reflected in the final price when I contacted them again for the price correction. The lack of communication between Samsung's online and in-store representatives created unnecessary confusion and frustration. Furthermore, the extended wait time for my pre-ordered phone exceeded expectations. While I appreciate the initial offer for a leather case upgrade, the inconsistency and overall delay have left me dissatisfied. In the future, I will likely choose to order directly for home delivery instead of in-store pickup to avoid potential communication gaps. In addition, I waited close to 3 hours on the phone before I spoke to someone on the weekend. The store is understaffed. Even to do simple things it takes forever. It took me thirty minutes to simply walk in and buy a phone. I knew what I wanted and didn't need help with anything, I just wanted them to take my money and give me a phone. Next time I'll just buy Apple, I doubt anyone in an Apple store has to wait ungodly long wait times.
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March 2024 by Albert G.
Good luck getting any actual help for a repair. Terrible customer service all around, especially for a "flagship store"
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February 2024 by Eyob G.
first time i went there 3 weeks ago to fixe my Samsung fold 4 screen had a crisp at the middle of the screen in between where it folds. one of the guys told me that they don't have enough staff and better to take appointment and to come back another day. i told him i don't have that much time left to my warranty i better do it as soon as posible .. he said no worries when u come next time, we will fix it i said ok. another staff piled the screen protector off and gave my phone back and they said see you in 3 weeks we will replace the screen protector and the frame and the battery i said OK and left store actually i drove almost 2 hours to get there. when i go back after 3 weeks (drove again almost 2 hours) they told me i need to pay $500 i said why? the guy said Samsung warranty it doesn't cover it we consider this as physical damage that will void your warranty. me personally i haven't seen any damage on the phone except a very small plastic frame piled at the corner that was from the phone case usage. they find a way to refuse the repair service .. i request to see the store manager first he refuses to come when the guy see me that i am upset and warning him i will take out my spare phone and will start recording, he run to the manager and bring him to me .. the manager was rude and disrespectful as soon as he came what do u want me to do, I'm in sells i can't do anything about it it's not my responsibility if u want i can call the technician. all of them they are using earphone and can hear my conversation every time. i run different person for help the response are the same. i am a Samsung loyal customer over 10 yrs. this is the worst experience that i had the fold phone is junk it is not worth it. paying over 2 thousand dollars for this kind of customer service and phone. this store needs attention they run this store like a mafia. they do whatever they want.
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February 2024 by Jackie Y.
Roger, one of staff member at Samsung experience store in Glendale, is very rude, attitude problem, and not helpful at all. I came in a little earlier than my appointment and I was in line to check in with other walk-in customers. When it was my turn, he instructed me to step out of the line because it is not my appointment time yet. So I step out of the line and waited. After there is no more customers to check in, Roger started chat with other staff members and is doing nothing. Another staff member came up to me and asked if I've been helped. So I told her if she can help me check in. Then, Roger came up to us and instructed other staff member that I cannot check in because it is still earlier than my appointment time. Remember, there are no customers to either check in or getting service. At exact my appointment time, Roger left for his lunch and other staff member checked me in. A person who helped me to check in told me it will takes about 3 hours. Exact after 3 hours, I received an email states that a technician started to work on my device, not finished. I waited another one and half hour but no text or email that my device is finished. I went back to service enter to find out what is the status on my device and I been told that it is finished. I told them that I never received any text or email that has been finished. I even showed my email account that I only received an email stating they started working on my device exactly 3 hours after I checked in. After I paid the service charge and received my phone back, I spoke with a manager if it is a policy or regulation that I cannot check in before my appointment even though there is no customers to check in or getting service. A manager said no.
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February 2024 by Andrew B.
Simple avoid this store if you can.. order online only with shipping. Whatever you do, dont select in store pickup. I dont believe this to be an official store and more like a paid agreement to service samsung customers. There is no communication between Samsung.com and this location besides being able to see your order. The DMV has better customer service so that should tell you all you need to know.
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January 2024 by Linda D.
The rating for Samsung is Negative 10. I HAVE BEEN GIVEN THE RUN AROUND SINCE OCTOBER to have a camera lens replaced on my phone. December appointment scheduled, my travel time 1-way to inconvenient one and only location for Samsung is a 45 minute drive be told they don't have the part. Another return visit and they didn't receive the correct replacement lens. Correct part ordered 3 weeks ago, and in a coincidence of timing I called to get an update and to my surprise & maybe to the service dept the replacement part arrived yesterday...oh but don't call me. Messed up. If you are considering Samsung upgrade your decision and purchase the cheapest phone out there or better yet upgrade to a burner phone
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January 2024 by Estrella Prado
Melissa was very helpful and patient in helping resolve the issues I have with my Galaxy S22. She provided helpful knfo on my other questions, I am very as predictive of her service and help extended to me!
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January 2024 by Maria Gonzales
Melissa has excellent customer relations. I will continue to be a Samsung customer if you have employee like her.She is an asset to your institution. Thank you for allowing her to help me-Maria Pablico Holm-Gonzales
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January 2024 by Mark Stokes
Top notch store. The employees were courteous, thorough, and dressed well. Seeing all the incredible phones, I felt like a kid in a candy store.
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January 2024 by Ce C.
The employees' knowledge and experience varies so greatly at this store. I suggest doing your own research before coming to the store and knowing Samsung's policies. The rating is based on their lack of knowledge and giving false/outdated information.
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December 2023 by David Anaya
The worst experience as a cell phone store. I drove an hour and a half to buy a new cell phone to exchange the old one and it turns out that they can only give me 5 dollars to make the deal at the store. and online they give me much more. What's the point of driving and doing things in person if in the end it's worse...don't waste your time coming to this store. And if you can, better switch to Apple, it has much better customer service.
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December 2023 by Null Void
THIS STORE DOES NOT ANSWER PHONE CALLS!!! I called SIX times throughout the day and spent over an hour on hold for nothing. I had to make a 50 minute drive and pay $10 for parking in order to visit this store to see about my issue that could've easily been resolved over the phone. Absolutely ridiculous
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December 2023 by RazorwireTroop
Hey yeah I went in to get a phone Samsung phone but all I got was two managers giving me the run around, they kept going into the bathroom for some reason. Like back to back. They came out last time flustered and the aroma in the air smelled like a 90’s R&B music video in Florida on a hot humid day. Listen I went with Apple and will not be back!!
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December 2023 by Shauna C.
Terrible customer service & limited in fixing items in-store. They have no urgency at all. Held my computer for a month without letting h me know the status. Finally drove to check on it and it was just sitting there with no resolution. Said they were waiting on corporate to approve the fix. It's under warranty! Get me a new one! Now I have to jump through hoops for corporate instructions. Never again.
