SAMSUNG Experience Store, Glendale CA

Customer service.what customer service? I see a whole bunch of workers in their black shirts NOT getting my order after I gave them my online purchase receipt. After waiting for 15 minutes, I had to ask again who was retrieving my tablet. No wonder people are buying more & more online instead of going to an actual store. When asked if someone can help put on the protection film (also newly purchased from this store) onto the new tablet, I received an "no one in this store knows how to do this" answer. If zero star exists on this survey, I would use it.

Broke my phone purchased a new one had my stuff transferred Andrey gave a great experience

Really bad I went for a guarantee on a phone and they looked for any excuse not to void my guarantee really bad

Dirty, unfriendly, and worked hard to be as unhelpful, a store of any kind that I have ever visited.

Cody (Manager) and Steve were very rude to my wife, so I had to step in on the conversation. My wife was asking to just leave, but I knew how bad she wanted this watch, and we'd traveled half an hour for this one thing. I couldn't see half our day ruined by some poorly trained and bad behaving sales clerks.

My wife was planning to buy a new version 6 watch but was told she couldn't try wearing the one she wanted to buy. Note that she was moving from an apple watch, too.

Cody, who said he was a manager, said that none of the dozen watches are on display.could be unlocked from their stands, and only two, that were not what she wanted, could be unlovked and worn. I did mention she was going to buy this particular watch and would like to try it on before she purchased it. Cody said that isn't how Samsung works. I had to ask him to repeat that, and he did, "Samsung doesn't allow anyone to try on the watches. " I told him that doesn't sound right, and he just grinned at me like he was playing a trick on me.

I told him we would just stick with the Apple watch if we can't try on the watch we were buying, and he said that he was perfectly OK with that decision.

What alternate reality is this place? It really felt like the employees were intentionally trying to make everyone who walked in have a bad experience. They were talking to each other, ignoring people walking in. At one point, 3 of the 4 disappeared for 10 minutes, leaving just one who was texting or posting to social media on his personal phone. What everyone left to do wasn't clear, but the minute they came back he place smelled like an ashtray.

Samsung, suggest that you fire all these people and shut down this store. I'm not sure how Apple could do a better job keeping people from buying competing products.

Ps, we had to speak with 3 people before someone said we'd need to talk to a Manger, everyone said that you can't try on the watches. Only the 3rd commented on two watches not near any others that you could try on, old models and odd designs, so they were useless for comparisons.

Samsung, I have loved your products for years, but now I am starting to question your longevity if you allow this store to rebrand you. But if your new policy is to not let people try on your watches, I don't need to question your longevity as the sheer idiocy of this policy will ensure your failure. And, judging from the other 1 star reviews, ignoring truly poor customer service, or should we just call it what it is, customer abuse. I need to find a brand to replace you.

I can't accept a company whose staff is ok abusing its customers, and the one being my wife is not acceptable. I will begin my search and will warn off anyone who asks me about my fold 5.

Two Samsung technicians came to fix our refrigerator we had recently purchased at Costco. It was a freak accident that an ice cube had gotten caught in the door and made the freezer ice up. They took everything apart, put on a new seal just in case, put it back together and advised us to turn the ice maker off from time to time since it's just two of us and this would keep the ice maker from overflowing! Of Course - and it works. They were polite, nice and came prepared. Jerry & Janet Pipes, Tucson, AZ

I deal with people everyday. RARELY are any notable, especially sales reps. The EXCEPTION are at the Americana Samsung store.my 1st point of contact that got me into the store was Irving, the sales rep who worked with me was Haik, for a follow up was Larry. ALL 3 out of 1 - 5 stars with 5 the best rated 1,005. They are the best and thsnk you Samsung for having them available. Guys you sre the best!
Darrell H,
los angeles.

Beautiful layout, ample Samsung products selection. Great service, Everyone is very friendly and helpful. I went to reset my phone. I registered first to be seen by available associates. I was in que, and soon Alex finished the previous person. Immediately, he started helping me. Took his time and professionally finished the job. I strongly recommend visiting this place inside the beautiful Americana shopping center.

Worst warranty experience ever. They refuse warranty if your phone has so much as a micro scratch the size of a spec of sand. They will give you every reason possible to not warranty your phone. If you have wear and micro scratches on your phone due to putting it down on the table or in your pocket, you will be told your entire warranty is void. Even when that micro scratch the size ofna spec of sand had no effect on the phone, they will not warranty it. They said they ran a computer test on the phone and said it had been dropped. Well every phone in it's life span has been dropped at least once. But that's what a case is for right? To them it's a no. When they run a computer test and if it shows it's been dropped, your warranty will be dropped too.

I won't ever buy Samsung again. Lost a long time Samsung customer. Going to apple. They at least have on the spot warranties and won't need to keep your phone for a week. Or give you ba reasons to not warranty

That was my first and worst Samsung Store experience.
The following happened:
What happened? During a consultation I was sold the Watch 6 Classic including a bracelet to choose from.
The saleswoman attached the bracelet to the watch. In the evening the watch was dropped from the wrist to the floor.
I complained about it in the store today.
In the store it was discovered that the bracelet obviously didn't fit the watch even though it was designed for the Watch 6.
A factory defect? The manager refuses exchanges and returns due to a micro-scratch and referred to the return operations.
The damage was caused by a faulty Samsung bracelet (see photo).

God forbid if you have any issues with your device or purchase. USE ONLINE ONLY. Dealing with the store was a nightmare.

Everyone is friendly, only the girl who attended to me, Paresia, was with her face and only attended to me because it is her job because she didn't do it, it took almost an hour for nothing outside, she wanted me to grab something, I didn't want bad service with that person EVERYTHING ELSE GOOD SERVICE EXCEPT THE ONE WHO SERVICED ME

Dear CEO or Samsung executives, please pay attention to the mess that is going on in the store. Yesterday, 10/21/2023, I came to this regional store in LA from San Diego, hoping to buy myself a Samsung Flip 5. The first manager who came up to me and started consulting was Steve. He thoroughly studied my case, offered to use the trade-in for my Galaxy Flip 4 service, and calculated the difference in the amount. Unfortunately, I did not have money on the card, and I had to run to the ATM before 18: 30 to purchase online. However, upon returning to the store, I was informed that my phone was not eligible for trade, that they do not accept cash, and that the Flip 5 I selected was out of stock. I am a devoted fan of Samsung products. I came explicitly from San Diego to LA to the official Samsung store to make a purchase, but the store employees did not want this. Ultimately, it turns out that this trip was in vain, and I can buy the device at the nearest Best Buy or Target. I am very, very disappointed in the store and staff.if you are afraid of user churn and a decrease in sales in the US, then I strongly recommend that you hire competent staff (preferably speaking several languages)

Sad experience there. I wish to buy a seperate keyboard thinking they would have it at the Samsung Experience store. Nope.

I would like to give a special Shout Out to:

Porsha: From start to nearly finish, was such a joy to work with. I was incredibly indecisive and she help guide me to better narrow my decision making. She was knowledgeable and informed me of the incredible deals that were included with my purchase that I wouldn't wanna miss out on. Although she needed to clock out and im sure wanted to go home, she stayed with me through most of the otherwise very stressful process. If not for her telling me that she was still rather new to the store I would have never known. Her expertise and customer service skills were phenomenal.

Irving: Mr.inventory man, when Porsha need to clock out, he would periodically check in on my phone storage transfered and would assurement that they would not close up the store before I had everything transfered. Also thank you for letting me know that incase I get has a 2 weeks exchange. Your friendly and calm demeanor made me felt at eased and less of a burden.

Haik: He was the last to assist me. He also insure that I had time to transfer all my of my info to my new phone before they close up. While we waited he walked me around the store and let me ask questions to all the products and kindly would look up all the deals. He was knowledgeable and fun to work with. Thank you for the charger to charge my new Earbuds.

Lastly Manager Ausencio: This staff wouldn't be so incredible if not for your leadership. While there I can tell that your team works hard because you inspire them and are on the floor with them. You are clearly a reliable person and I am so sorry again for keeping you all late than you have to. You have not idea how appreciative I am for letting me stay so late. Thank you!

I traded in my Tab S8 Ultra and since this will be my 1st time to trade-in something I went to fedex to get it shipped not knowing that I will pay for everything and was not explained about that part of the process. I called customer support if I need to pay for the box from fedex or will they give me something for it. Then the guy from the store told me that I don't need to buy a box I can just use the box that came with the tablet. I told him that it is a case to case basis not all users keep their boxes and he just answered " Ok we don't have any boxes and have a good day" not only that he was not able to asnwer my question he also dropped the call. BAD SERVICE.all I need to know if I will shoulder the charges for the boxes needed from the trade-in process if I don't own a box personally.