Samsung New Zealand Reviews 84

Brand new, tip end S26 ultra with 1Tb memory and 16Gb ram. Absolute crap. Freezes, display fails periodically while playing video, i.e. blank screen. I have to restart the ohine each time.
Samsung are worse than useless, when I contacted them.
Just restart your top end $3500 phone, several times a day.
It's like saying I need to change the oil in my car if I want to wind the windows down. Everytime.

Great! Until you require assistance on a warranty or CGA issue. Then they will make your life hell and you'll wish you never supported them all of these years. 0/10. Switching all of my hardware away from Samsung ASAP. Angelo is not a good support agent.

Don't buy a Samsung smart TV. A recent update effectively turned off all NZ terrestrial TV. The next update has rendered NZ free streaming services (TVNZ+, ThreeNow etc) unviewable and it seems that Samsung has no fix for this. Essentially you are purchasing an unusable TV unless you are prepared to pay a lot of money for increasing expensive streaming subscriptions offering mostly reality TV or American garbage viewing. There is nothing smart about a Samsung Smart TV

Ordered a fridge from @SamsungNZ. Their delivery partner Fliway sent a crew who spent 10 minutes, falsely claimed it doesn't fit, refused to leave it in an alternative location, swore at me, and refused to give their names. The fridge does fit.I've measured. Appalling service.

We are beyond frustrated with the service provided by the Customer Service Plaza team. It took three days and over 10 attempts just to get someone to answer the phone.
​The lack of internal communication is staggering. A technician was assigned to me with parts already ordered—yet he didn't even know which appliance he was fixing! He asked if I needed a washing machine repair when it was actually my freezer.
​After being told the freezer would be picked up "this week," I waited in vain, only to call back and be told there were no drivers available until the following Friday. While they eventually offered to return the call-out fee after I complained via email, this isn't about the money—it’s about the total lack of professional service. Samsung needs to seriously train their staff on basic communication and logistics. I will not be buying Samsung appliances again.

Tried to purchase via Samsung NZ website pre order for New S26 Ultra.
Selected phone, accessories etc filled in all details & payment,clicked pay, error message.
It said to contact customer centre or issuing bank.
Checked with bank Re: Credit Cards no issues.
We contacted Samsung Customer Service 3x via phone, & several emails. Have tried to complete purchase 5x times on 3 different devices + 2 different credit cards and still can't purchase. Customer Service is the wrong word here, should be called let's give you the run around. Promise but don't deliver. Still unresolved after 3 days of trying.

I have now been chasing Samsung NZ for 91 days trying to get them to honour their warranty and meet the terms of the Consumers Guarantee Act but they simply apologise, escalate and delay.
They never give me an update, even though I follow up with them at least once a week. Everything would have been fine if the TV worked as it should. The problems started from the time I tried to get them to replace the Brocken TV that they supplied.
As I was getting nowhere with Samsung NZ I contacted the bank and fortunately they reversed the charges. I WILL NOT BE DEALING WITH SAMSUNG NZ EVER AGAIN AND I STRONGLY RECOMMEND YOU DO THE SAME.

We purchased two S24 Fe phones, one phone input port failed. After sales service hopeless. Never again will I purchase Samsung. Stay away there are plenty better phones

I recently purchased a fridge from Samsung New Zealand and was shown a confirmed delivery date of 29/01 at checkout. There was no indication that this was only an estimate or subject to change. On the morning of the scheduled delivery, I received an email saying it would not be delivered that day.

This last‑minute change caused significant inconvenience, especially as my old fridge had already stopped working. Samsung later explained that delivery dates on their website are “estimates,” but this was not communicated at the time of purchase, and the date appeared confirmed during checkout.

Overall, the experience was frustrating and poorly communicated. I hope Samsung improves the accuracy and clarity of delivery information provided at checkout so other customers don’t face similar issues.

Think very carefully before buying Samsung products, their customer support is absolutely absurd and unhelpful. I purchased a top-of-the-range Samsung S25 Ultra in December 2025, only for the S Pen to crack completely without me using it in January 2026. When I got in touch with Samsung, they dismissively claimed it was "customer-induced" damage refusing to take any responsibility. I'd used Apple devices for eight years prior and never once needed to contact customer care. Samsung's customer service is a complete joke and utterly useless, avoid them at all costs if you value reliability and decent support.

Ordered TV on 26th as delivery was stated as no later than 31st Dec. Come Dec 31st, received notification from their courier that the earliest delivery date is Jan 6th. Contacted Samsung, they said to contact courier.. tried calling Fliway (their courier) 10x no answer.

Very poor customer service from Samsung, they should follow up on the delivery date stated on their website, not ask customers to chase the courier company (who aren't even answering phone calls!). I've never bought anything online where the vendor asked me to follow up with their delivery company, what kind of company tells that to their customers ???

In a nutshell - Samsung's delivery dates are misleading, they have no control over it. Once an item is sold, delivery schedule is entirely on the courier company they are using. It's entirely the customers responsibility to sort out the delivery.

Bad service. I ordered a mobile phone through their website. It says the shipment is tracked and I received an email saying my order is with the courier and the tracking number isn’t working. I contacted support and they told me to wait for the courier to phone me for an update. Even small businesses have better work ethic than this.

Shit as bro 😎

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