Samsung New Zealand Reviews 

TV stopped working for no reason, took a week for a tech to arrive and assess and decide it was broken.
Two weeks now and still not functional tv in the house.
Samsung saying they have "escalated" the claim, still no response, Christmas 3 days awayt and now it appears we won't have a tv until well into the new year.

I had an extremely disappointing experience with Samsung New Zealand regarding a recent TV purchase and trade-in.

I purchased a Samsung 75-inch Vision AI QLED TV during a Black Friday promotion, applying a $100 coupon and a $400 trade-in discount, and paid $1,492. The very next day — before the TV had been dispatched or delivered — Samsung reduced the price of the same TV by a further $193.

I immediately contacted Samsung requesting a refund of the price difference, as the order was still pending dispatch. Acting in good faith, and to avoid the inconvenience of cancelling and re-ordering the exact same product, I allowed delivery to proceed and permitted the collection of my fully functional 60-inch TV as part of the trade-in.

Samsung then refused to refund the $193, relying on rigid terms and conditions after failing to respond before dispatch. As a result, I was left without a TV for over a week and under significant stress, despite doing everything reasonably as a customer.

What is most frustrating is that this situation was entirely avoidable. A simple price adjustment prior to dispatch — or even timely communication — would have resolved the issue. Instead, Samsung benefited from my goodwill while refusing to act fairly.

This experience has seriously undermined my trust in Samsung’s customer service and trade-in process. I would caution others to be extremely careful with Samsung trade-ins and price changes, especially during promotional periods.

If I could rate them a negative, I would. Absolutely horrible communication within they’re own company and the processes seem so ancient. We contacted them regarding a fault in sour phone despite just buying it. Took it to the service center (twice) which is a completely different team who do no communicate with the customer service team or vice versa. It took us a whole 5 months to actually get somewhere and only got a reply today from a completely different team, not the service center, not the customer service team but a whole new team that don’t even leave their number when they tell you to call back. I’ve always liked Samsung products but after this I’m definitely going to be looking at other brands.

I was going to report a suspected phone spoofing to Samsung, but waiting an eternity for their online customer care, after they have already acknowledged me, leaves me believing they will only take note when I take this alternate route.
While I'm at it, I object to being constantly hounded about accepting new T & C's for my phone when the only ones that should legally apply are those that were stated at the time of purchase.
Making it worse, they never detail what the actual changes are, and I personally regard that as suspicious, at best.
I've had higher end Samsung phones for some 18 years but my current will be my last.

Had issues in the beginning trying to sort my account. But after a few hiccups I got personalised help from one person through out the process (unlike most places where it’s always a different person). They went the extra mile to make sure my issue was sorted. Highly recommended. Local area rep Scott was very helpful too.

Hi Samsung NZ,
I want to bring this to your attention—because it matters.
I've been a loyal Samsung customer for over 15 years, but my recent experience with your customer service has been extremely disappointing. While trying to purchase your most premium phone, a glitch on your webstore caused my payment attempt to time out—despite multiple tries.
I reported the issue with full details, expecting a prompt and helpful response. Instead, I received delayed replies filled with generic, copy-paste text from FAQs—no real acknowledgment of the issue, no investigation, and no effort to make things right.
This kind of dismissive service seriously damages customer trust. One uninterested representative can undo years of loyalty. I expected better from a brand like Samsung.
Please do better.

I do not suggest purchasing a Samsung mobile phone in New Zealand. I bought a Samsung Z fold and after a year the phone started giving problems cannot connect to USB and my screen switches off when you go from the Big Screen to the small screen or if you're open the phone the screen stays black. The online technical team was very helpful but do not go back to the store you purchased your phone from as they are of no assistance we then drove through to the Samsung store in Rosedale Road which is the only Samsung store in Auckland only to be told you need to come back on a weekday but they will phone you, it is 2 weeks later still no phone call to have my phone taken in to be fixed or checked so I am stole sitting with a phone that is not operating the way Samsung promised. Very disappointed in Samsung. I purchased all my technology in my house as Samsung and I wish I would have gone with a different brand

I bought a Samsung jet 65 vacuum. Had so much difficulty finding a filter for it. Turns out there are at least 50 different model numbers and Harvey Norman dont sell filters. Bought one through Steves appliances that should fit my model but has error message, filter dirty. Would not recommend touching a samsung stick vacuum. Harvey Norman and Noel leeming don't have filters. It should not be this difficult. I have a miele cannister vacuum and they sell one of 2 bags for all models. This has remained true for 20 plus years. Don't buy a vacuum from a tech company. The help line was hopeless made me stay on phone for some voucher which took 40 minutes which entirled me to a 5percent or 10 percent discount if spend 500 dollars. Then gave me a complete different number to call at end of it. I presume the call centre is offshore as very hard to understand conversation.

I have phoned Samsung 6 times messaged on their 24hour watts app and had no service. Every time I rung they say I’ve been eaculatws for service. My client has had a TV for 2 weeks. They have been absolutely useless I would never recommend them ever again! I still have no email or call with a solution.

They messed up my order, there are zero ways of contacting them (the live chat says to send an email, but the email's are never answered). It seems the only way to deal with it is to somehow sue them, which is going to be a nightmare. Don't ever buy anything from Samsung Shop

I don’t even want to give one star, but in order to write anything I have to give one star.

I placed an order with Samsung NZ on 24 July 2025 (preorder for the newly launched Fold 7 and Flip 7), the POLi payment went ahead and money were paid out of my bank, yet the screen prompted me that there was an error. I reported the issue immediately using their online form.

Here is a brief timeline:
24 July: Order placed and issue reported immediately (between 12 and 1pm). The promotion finished on 31 July/1 August - I gave them a week to resolve before their promotion finished.
1 August: Refund form sent by Samsung; I submitted it the same day.
14 August: First contact to confirm bank details — 13 days later.
21 August: Refund processed — a week after my bank account confirmation, nearly a month after payment on 24 July, after MY multiple follow-up and queries.
28 August: Still no code, no timeline, and no direct communication from the team responsible.

Despite acting promptly, I was left chasing updates for weeks. My refund was only processed on 21 August, after multiple follow-ups — and even now, I’m still waiting for the promotion code I was entitled to under the original offer.

Samsung held over $5,000 of my money for nearly a month, failed to provide proactive communication, and after my multiple emails and requested for some kind of compensation, offered a $50 “gesture” that felt more insulting than helpful. The promotion code they are yet to generate (to give me those free gifts that came with the preorder) wasn’t a bonus — it was part of the deal I qualified for.

Meanwhile, Samsung has continued to launch new promotions, and I’ve missed out on several — including from other retailers — because I’ve been left in limbo. I couldn’t even consider new deals because I didn’t know when I’d get my refund, and I couldn’t risk spending another $5,000 while the first $5,000 was still unresolved.

Customer service was slow, fragmented, and lacked empathy. I’ve been a loyal Samsung customer for years, but this experience has made me seriously reconsider.

Updated my phone & some apps won't open regardless of Google information about how to reset. Never Never Never going to update again. Stupid Samsung phone!!!!!!!!!

Bought zfold5 after year screen inner broken and replacement very expensive.
Bought 24 ultra and after update UI phone nearly broken as battery draining also phone keep restarting and phone temperature high

Had my under year old phone go in 3times on the 3rd time they said it was my charge after I paid to replace the second. Ask for a store credit and told it was the new charger for a just under 3k piss poor service from Samsung do buy one

Worst Customer Service Experience – Still Waiting After a Month

I’ve been a loyal Samsung customer for over a decade, but this recent experience with the Galaxy S25 Ultra has completely shattered my trust in the brand.

I ordered the phone along with a charger, screen protector, and case through the official EPP Samsung store. When I finally opened the package—after being away—I found the case was visibly damaged. I raised the issue immediately and requested a full order replacement, especially since I also started noticing the phone heating up during basic use and charging, along with fast battery drain—all completely unacceptable for a brand-new flagship.

But what followed was an absolute disaster in customer service.

Samsung took over a month just to acknowledge my return request. Even worse, they claimed a return bag was sent, but I still haven’t received anything to this day. I followed up multiple times, was promised updates, and even told that their case manager had responded—but that was either false or deliberately misleading. I was left with no working plan, no timeline, and no support.

Meanwhile, I am stuck with a possibly faulty phone, no replacement, and no secondary device to use in the meantime, which has severely disrupted my daily life and work. Their service team’s dismissiveness and repeated delays have added enormous stress, especially as I approach an international trip and need a working phone.

It feels like Samsung’s strategy is to delay and frustrate customers into giving up their claims. For a company that sells itself on premium quality, this experience has been anything but premium. In fact, it's the worst I’ve ever encountered with any major brand.

To anyone considering Samsung: think twice. Their products might look great, but if anything goes wrong, you’re on your own.

My experience with the Samsung Galaxy Buds Pro 3 has been absolutely horrible. I’ve had to send them for repair three times in just four months — and I’m starting to feel like this will keep happening until the warranty runs out. After that, they'll just be useless and a complete waste of money and time.

I asked for a refund or a proper replacement unit, but my requests were completely ignored. Every time I tried to get help through online chat, I was passed around — I spoke to few different agents, and every one left the issue unresolved.

Samsung's online support has been disappointing and unhelpful, and it’s shocking to see such poor service from a major brand.

online customer service needs to be improved.
I started online chat conversations with at lest 5 people and they all disappeared in nowhere with zero result!

To sell a phone with no charger is like selling a car with no wheels. I mean honestly another money grabbing scam. This should fall under consumer rights...because it's not right....let's build a house with no roof and make them pay extra for it...sounds ridiculous doesnt it....sell a phone with no charger..why bother buying it

i think it is unreasonable to charge $120 dollars for an inspection when it takes a 30 second glance to see a cracked screen.

I was also redirect to the 24 hour live chat by the Samsung Customer Service Plaza representative named Zen (who is responsible for taking on the job)

The 24 hour live chat then informed me they are the ones responsible for handling repair cases and he would've booked at this location anyway.

Wish I had read the reviews before purchasing anything Samsung.
Bought a bespoke fridge and tried to order the panels, online. The website doesn’t list my fridge model. I was just supposed to know it was the same size as another model listed. Tried to use my promo code but the website said invalid. Had to contact customer service and they told me the code only works if you put the code in a certain order during checkout. Eventually ordered my panels even though the default color on the website does not match what I ordered. Customer service said that’s “normal”.
Customer service then contacted me, after a four-week wait, to say my panels arrived to them broken. They said they would remake them and it would take another 1-2 weeks. It has now passed that time frame and no one will answer my emails.
Never again.