Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Samsung South Africa is described almost entirely through after-sales failure. Customers consistently report appliances and televisions failing within months, warranty claims declined over minor cosmetic marks, and the same fault repaired three or four times without resolution. Online store orders, refunds and promotional gift claims routinely stall for weeks. The clearest bright spot is in-store staff, where named consultants are singled out for genuine, patient help.
Top Strengths:
- •Staff & In-Store Experience: The only theme where praise appears with any regularity. Customers name Lionel, Brailyn, Mathew, Sakhi, Shariska and Busisiwe for patient, knowledgeable help. Balanced against several accounts of arrogant staff, withdrawn promotional pricing and redirection to other retailers.
Replied to 100% of negative reviews
Reply time on negative reviews: 1h 10m
TrustIndex
3.4
Ranking
#5
in Phones & Computers
Reply Time
1h 15m
NPS Score
-73
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 1h 10m
Nov '25 - Oct '26
Frequently Asked Questions About Samsung South Africa
What do customers say about Samsung South Africa?
Based on recent customer reviews, Samsung South Africa is described almost entirely through after-sales failure. Customers consistently report appliances and televisions failing within months, warranty claims declined over minor cosmetic marks, and the same fault repaired three or four times without resolution. Online store orders, refunds and promotional gift claims routinely stall for weeks. The clearest bright spot is in-store staff, where named consultants are singled out for genuine, patient help.
What is Samsung South Africa's biggest strength?
Samsung South Africa's biggest strength, according to Hellopeter's AI analysis, is Staff & In-Store Experience. The only theme where praise appears with any regularity. Customers name Lionel, Brailyn, Mathew, Sakhi, Shariska and Busisiwe for patient, knowledgeable help. Balanced against several accounts of arrogant staff, withdrawn promotional pricing and redirection to other retailers.
What are the most common complaints about Samsung South Africa?
The most common complaint about Samsung South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Communication. A recurring theme is cases marked escalated with no follow up, promised callbacks that never come, and customers repeating their full history to a new WhatsApp agent each contact. Several describe support chat as an automated bot presented as a live agent.
How does Samsung South Africa compare to other Phones & Computers companies?
Samsung South Africa scores 1 out of 5 on Hellopeter's AI analysis of service quality in Phones & Computers, compared to the Phones & Computers industry average of 2.5. Their strongest theme is In-Store Experience (1.6); their weakest is Customer Service (0.8). The top AI-rated Phones & Computers business on Hellopeter is Super Communications (4.4). How is the AI Score calculated? →
Is Samsung South Africa trustworthy?
Samsung South Africa has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 463 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 1 hour 10 min. Hellopeter has tracked Samsung South Africa across 11,988 total reviews. How is the TrustIndex calculated? →
Recent reviews (463)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Dec 2016
Worst After Sales service ever
How I wish there was a rating even lower than this. We recently purchase a SAMSUNG *** monitor. It has not even been two months and the monitor went dimm, sent in for repairs only to be told this monitor that is not even two months old will be repaired which is totally unacceptable a monitor that stays in one place cannot be having issues this early in is lifespan but clearly Samsung doesn't see that as a problem. They are refusing to replace and is forcing a repair on me. Please can people stay away from Samsung once they have your money they do not care about you or your device anymore. All other manufacturers would not just brush you off and force you to accept their decision, but Samsung obviously doesn't care. I will definitely never buy a Samsung again they're after sales service is the worst and they just don't care. They definitely inspiring me to look away from their brand after this terrible experience
1 reviews | Active since Dec 2016
Worst After Sales service ever
How I wish there was a rating even lower than this. We recently purchase a SAMSUNG *** monitor. It has not even been two months and the monitor went dimm, sent in for repairs only to be told this monitor that is not even two months old will be repaired which is totally unacceptable a monitor that stays in one place cannot be having issues this early in is lifespan but clearly Samsung doesn't see that as a problem. They are refusing to replace and is forcing a repair on me. Please can people stay away from Samsung once they have your money they do not care about you or your device anymore. All other manufacturers would not just brush you off and force you to accept their decision, but Samsung obviously doesn't care. I will definitely never buy a Samsung again they're after sales service is the worst and they just don't care. They definitely inspiring me to look away from their brand after this terrible experience
1 reviews | Active since Dec 2012
Appalling Samsung After-Sales Service – Never Again!
Appalling Samsung After-Sales Service – Never Again! I recently purchased a Samsung top-loader washing machine from Makro, and the entire experience has been incredibly disappointing, from the product itself to Samsung's appalling after-sales service. Had I been properly informed about the machine's limitations before purchasing it, I would never have bought it. Firstly, the machine uses an excessive amount of water. Secondly, it requires both a hot and cold water supply to function as expected. In South Africa, most households have only a cold-water connection to their washing machines. Why is this requirement not clearly communicated to customers before they make a purchase? Consumers deserve to know what they are buying, including any practical limitations that could affect the product's suitability for their homes. Within a week of purchasing the machine, we returned to Makro to explain that we were unhappy with the product and wanted to return it. Instead of dealing with our concerns, we were told that we could not simply return it and that a technician would first have to inspect it. I explained that there was nothing mechanically wrong with the machine. Our complaint was about its performance, excessive water consumption and overall suitability. We were dissatisfied customers wanting to return a product, not reporting a mechanical breakdown. Nevertheless, we followed the process and waited for a technician. Approximately a week later, a technician arrived, inspected the machine and was informed of all our concerns. Both my wife and our housekeeper explained the issues, including the excessive water consumption, unsatisfactory washing performance and excessive fluff coming out of the machine. And then? Absolutely nothing. The technician did not even appear to log a report. There was no feedback, no proposed solution and no meaningful follow-up. Since then, my wife has sent several follow-up emails, yet we have still not received a response or any meaningful resolution from Samsung. We have been left chasing a company that appears to have little regard for its customers once the sale has been completed. This is not just about a washing machine. It is about transparency, accountability and basic customer service. If a customer raises legitimate concerns about a product, the least they should expect is to be heard and given a clear response. I can now understand why Samsung receives such poor customer ratings. Based on my personal experience, the lack of communication and accountability has been absolutely disgraceful. I will never knowingly purchase another Samsung product again, let alone buy one from Makro, given the experience I have had with this purchase. A completely different experience with Hirsch's I also want to highlight the importance of choosing the right retailer. I have purchased products from Hirsch's for years and have consistently valued the service and support I have received. My experience has given me confidence in the retailer, and that is exactly what customer service should achieve. I would strongly encourage consumers to consider Hirsch's when shopping for household appliances. The difference between a retailer that values its customers and a manufacturer that fails to respond to their concerns could not be clearer. Well done, Lucy Hirsch, and the Hirsch's team. You deserve recognition for understanding that customer service does not end when a product is sold. As for Samsung, this experience has left me thoroughly disillusioned. A disappointing product experience can happen, but ignoring your customers afterwards is inexcusable. Samsung, you have a lot of dissatisfied customers out there. It is time to take accountability, listen to your customers and do something about it. A company's reputation is not built on the products it sells alone, but on how it treats its customers when things go wrong. Based on my experience, Samsung has failed dismally on that front.
1 reviews | Active since Dec 2012
Appalling Samsung After-Sales Service – Never Again!
Appalling Samsung After-Sales Service – Never Again! I recently purchased a Samsung top-loader washing machine from Makro, and the entire experience has been incredibly disappointing, from the product itself to Samsung's appalling after-sales service. Had I been properly informed about the machine's limitations before purchasing it, I would never have bought it. Firstly, the machine uses an excessive amount of water. Secondly, it requires both a hot and cold water supply to function as expected. In South Africa, most households have only a cold-water connection to their washing machines. Why is this requirement not clearly communicated to customers before they make a purchase? Consumers deserve to know what they are buying, including any practical limitations that could affect the product's suitability for their homes. Within a week of purchasing the machine, we returned to Makro to explain that we were unhappy with the product and wanted to return it. Instead of dealing with our concerns, we were told that we could not simply return it and that a technician would first have to inspect it. I explained that there was nothing mechanically wrong with the machine. Our complaint was about its performance, excessive water consumption and overall suitability. We were dissatisfied customers wanting to return a product, not reporting a mechanical breakdown. Nevertheless, we followed the process and waited for a technician. Approximately a week later, a technician arrived, inspected the machine and was informed of all our concerns. Both my wife and our housekeeper explained the issues, including the excessive water consumption, unsatisfactory washing performance and excessive fluff coming out of the machine. And then? Absolutely nothing. The technician did not even appear to log a report. There was no feedback, no proposed solution and no meaningful follow-up. Since then, my wife has sent several follow-up emails, yet we have still not received a response or any meaningful resolution from Samsung. We have been left chasing a company that appears to have little regard for its customers once the sale has been completed. This is not just about a washing machine. It is about transparency, accountability and basic customer service. If a customer raises legitimate concerns about a product, the least they should expect is to be heard and given a clear response. I can now understand why Samsung receives such poor customer ratings. Based on my personal experience, the lack of communication and accountability has been absolutely disgraceful. I will never knowingly purchase another Samsung product again, let alone buy one from Makro, given the experience I have had with this purchase. A completely different experience with Hirsch's I also want to highlight the importance of choosing the right retailer. I have purchased products from Hirsch's for years and have consistently valued the service and support I have received. My experience has given me confidence in the retailer, and that is exactly what customer service should achieve. I would strongly encourage consumers to consider Hirsch's when shopping for household appliances. The difference between a retailer that values its customers and a manufacturer that fails to respond to their concerns could not be clearer. Well done, Lucy Hirsch, and the Hirsch's team. You deserve recognition for understanding that customer service does not end when a product is sold. As for Samsung, this experience has left me thoroughly disillusioned. A disappointing product experience can happen, but ignoring your customers afterwards is inexcusable. Samsung, you have a lot of dissatisfied customers out there. It is time to take accountability, listen to your customers and do something about it. A company's reputation is not built on the products it sells alone, but on how it treats its customers when things go wrong. Based on my experience, Samsung has failed dismally on that front.
1 reviews | Active since Dec 2020
Terrible
I can't decide if its ************** or if the service consultant is just terrible. I went to the store in Mall of africa for a quotation to fix my my phone. While he was helping me he attended to another customer. Then came back to me to and told me the quotation would take 20 minutes. I said okay. Went out for a Walk and came back 15minutes later to find him assisting that other lady. My quotation was not started at all. After a few minutes of waiting again, he proceeds to ask questions about a form I filled in 15 minutes and he checked before I left. Can everyone's time please be respected.
1 reviews | Active since Dec 2020
Terrible
I can't decide if its ************** or if the service consultant is just terrible. I went to the store in Mall of africa for a quotation to fix my my phone. While he was helping me he attended to another customer. Then came back to me to and told me the quotation would take 20 minutes. I said okay. Went out for a Walk and came back 15minutes later to find him assisting that other lady. My quotation was not started at all. After a few minutes of waiting again, he proceeds to ask questions about a form I filled in 15 minutes and he checked before I left. Can everyone's time please be respected.
1 reviews | Active since Aug 2023
APPALING AFTER SALES SERVICE UNDER WARRANTY
Samsung South Africa: Appalling After-Sales Service and a Warranty That Feels Like an Empty Promise I am absolutely disgusted with my experience with Samsung South Africa. What should have been a straightforward warranty matter has turned into an exhausting, frustrating and completely unacceptable ordeal. The way this situation has been handled has left me questioning whether Samsung genuinely stands behind its products and the warranties it offers its customers. I purchased my Samsung television on 12 May 2026. On 6 June 2026, less than a month after purchase, the screen developed a purple discolouration that persisted for several days. The problem disappeared, only to return on 3 October 2026. This was not an isolated incident, nor was it limited to one application or channel. The problem occurred while using DStv, YouTube, Netflix and other television functions. Thankfully, I have photographic evidence of the fault. However, because the issue comes and goes, capturing a video of the fault at precisely the right moment has not been possible. Instead of approaching this complaint with reasonable judgement and a genuine commitment to resolving the problem, Samsung has repeatedly returned to the same demand for video footage, as though the absence of a video should bring the entire matter to a standstill. Since when does a customer's warranty claim become entirely dependent on capturing a specific fault on video? Why is the photographic evidence, the history of the recurring problem and the fact that the television is still relatively new not being given proper consideration? What has made this experience even worse is the handling of the complaint by the staff involved. I have had to deal with an unacceptable lack of progress, repeated frustration and the feeling that I am being sent around in circles rather than receiving meaningful assistance. The matter has even been escalated, yet I am still left without a satisfactory resolution. Being told that there is no technician available in my area does not resolve the problem, nor does it inspire confidence in a company of Samsung's size and reputation. Let us be clear: I purchased a Samsung television, not a collection of excuses. I paid for a product that I reasonably expected to function properly, and I expect the warranty that accompanies that purchase to mean something when a fault develops. A warranty is supposed to provide customers with protection and peace of mind. What is the point of offering one if a customer can spend weeks trying to get assistance for a recurring fault, only to find that the process appears to be more about demanding evidence than actually investigating the complaint? Samsung's handling of this matter has seriously undermined my trust in the brand. The repeated insistence on video footage, the lack of a satisfactory outcome and the overall standard of after-sales care have been nothing short of appalling from my perspective. I feel that I have been let down by both the service process and the people responsible for handling my complaint. Customers should not have to fight this hard to have a legitimate product concern taken seriously. We should not have to beg for assistance, repeatedly explain the same problem or feel as though we are being treated as an inconvenience simply because we expect a company to honour its obligations. I am taking this complaint to HelloPeter because I want my experience to be publicly documented, and I want other consumers to understand what I have experienced before deciding where to spend their hard-earned money. Samsung, this is not the level of service I expected from your brand. Your after-sales support has been deeply disappointing, your handling of this complaint has destroyed my confidence in your customer-care process, and your warranty means very little to me if getting assistance is going to be this difficult. I expect this matter to be taken seriously and resolved appropriately. I am not interested in another round of excuses or being sent back to square one. I want a proper resolution to a recurring fault on a television that is only a few months old. My experience has been unacceptable, and I would not wish this level of frustration on another customer. Think carefully before purchasing from Samsung. A brand's reputation is not built on its advertising or the promises printed on its warranty documents. It is built on how it treats its customers when something goes wrong. In my case, Samsung has failed to deliver the standard of after-sales care I expected.
1 reviews | Active since Aug 2023
APPALING AFTER SALES SERVICE UNDER WARRANTY
Samsung South Africa: Appalling After-Sales Service and a Warranty That Feels Like an Empty Promise I am absolutely disgusted with my experience with Samsung South Africa. What should have been a straightforward warranty matter has turned into an exhausting, frustrating and completely unacceptable ordeal. The way this situation has been handled has left me questioning whether Samsung genuinely stands behind its products and the warranties it offers its customers. I purchased my Samsung television on 12 May 2026. On 6 June 2026, less than a month after purchase, the screen developed a purple discolouration that persisted for several days. The problem disappeared, only to return on 3 October 2026. This was not an isolated incident, nor was it limited to one application or channel. The problem occurred while using DStv, YouTube, Netflix and other television functions. Thankfully, I have photographic evidence of the fault. However, because the issue comes and goes, capturing a video of the fault at precisely the right moment has not been possible. Instead of approaching this complaint with reasonable judgement and a genuine commitment to resolving the problem, Samsung has repeatedly returned to the same demand for video footage, as though the absence of a video should bring the entire matter to a standstill. Since when does a customer's warranty claim become entirely dependent on capturing a specific fault on video? Why is the photographic evidence, the history of the recurring problem and the fact that the television is still relatively new not being given proper consideration? What has made this experience even worse is the handling of the complaint by the staff involved. I have had to deal with an unacceptable lack of progress, repeated frustration and the feeling that I am being sent around in circles rather than receiving meaningful assistance. The matter has even been escalated, yet I am still left without a satisfactory resolution. Being told that there is no technician available in my area does not resolve the problem, nor does it inspire confidence in a company of Samsung's size and reputation. Let us be clear: I purchased a Samsung television, not a collection of excuses. I paid for a product that I reasonably expected to function properly, and I expect the warranty that accompanies that purchase to mean something when a fault develops. A warranty is supposed to provide customers with protection and peace of mind. What is the point of offering one if a customer can spend weeks trying to get assistance for a recurring fault, only to find that the process appears to be more about demanding evidence than actually investigating the complaint? Samsung's handling of this matter has seriously undermined my trust in the brand. The repeated insistence on video footage, the lack of a satisfactory outcome and the overall standard of after-sales care have been nothing short of appalling from my perspective. I feel that I have been let down by both the service process and the people responsible for handling my complaint. Customers should not have to fight this hard to have a legitimate product concern taken seriously. We should not have to beg for assistance, repeatedly explain the same problem or feel as though we are being treated as an inconvenience simply because we expect a company to honour its obligations. I am taking this complaint to HelloPeter because I want my experience to be publicly documented, and I want other consumers to understand what I have experienced before deciding where to spend their hard-earned money. Samsung, this is not the level of service I expected from your brand. Your after-sales support has been deeply disappointing, your handling of this complaint has destroyed my confidence in your customer-care process, and your warranty means very little to me if getting assistance is going to be this difficult. I expect this matter to be taken seriously and resolved appropriately. I am not interested in another round of excuses or being sent back to square one. I want a proper resolution to a recurring fault on a television that is only a few months old. My experience has been unacceptable, and I would not wish this level of frustration on another customer. Think carefully before purchasing from Samsung. A brand's reputation is not built on its advertising or the promises printed on its warranty documents. It is built on how it treats its customers when something goes wrong. In my case, Samsung has failed to deliver the standard of after-sales care I expected.
1 reviews | Active since May 2014
SAMSUNG TOOK OVER R41,000, DELIVERED ONLY 5 OF 24 PHONES, AND HAS STILL NOT REFUNDED ME
SAMSUNG TOOK OVER R41,000, DELIVERED ONLY 5 OF 24 PHONES, AND HAS STILL NOT REFUNDED ME On 28 September 2026, I ordered 24 Samsung phones for over R41,000. Before placing the order, I repeatedly confirmed with Samsung that the phones were in stock. I was assured they were available, including confirmation after the consultant checked with the logistics manager. Delivery was promised for 30 September. Samsung failed to deliver on time. On 5 October, after further assurances that the delivery was on its way, only 5 of the 24 phones arrived. I was later told Samsung did not have the stock it had promised. This failure has caused me serious financial harm. My own customer was relying on these phones. I had to source replacements at a much higher cost, but by then it was too late and the customer rejected the order. I lost the customer and expected profit, incurred penalties, and had to spend additional money trying to resolve a problem caused by Samsung. I requested a refund and supplied the required details. Samsung then promised the refund for 16 October, but it never arrived. Today, 19 October, I was told I must wait another 7–10 working days. After repeated calls, *** and broken promises, this is unacceptable. I demand the immediate processing of my outstanding refund, a written explanation, and a fair discussion about compensation for my documented financial losses. Samsung's repeated assurances about stock and delivery raise serious concerns about its obligations under the Consumer Protection Act, where applicable. I have retained the relevant *** and call records. I expect Samsung to take responsibility and resolve this matter urgently, rather than subject me to further delays and excuses.
1 reviews | Active since May 2014
SAMSUNG TOOK OVER R41,000, DELIVERED ONLY 5 OF 24 PHONES, AND HAS STILL NOT REFUNDED ME
SAMSUNG TOOK OVER R41,000, DELIVERED ONLY 5 OF 24 PHONES, AND HAS STILL NOT REFUNDED ME On 28 September 2026, I ordered 24 Samsung phones for over R41,000. Before placing the order, I repeatedly confirmed with Samsung that the phones were in stock. I was assured they were available, including confirmation after the consultant checked with the logistics manager. Delivery was promised for 30 September. Samsung failed to deliver on time. On 5 October, after further assurances that the delivery was on its way, only 5 of the 24 phones arrived. I was later told Samsung did not have the stock it had promised. This failure has caused me serious financial harm. My own customer was relying on these phones. I had to source replacements at a much higher cost, but by then it was too late and the customer rejected the order. I lost the customer and expected profit, incurred penalties, and had to spend additional money trying to resolve a problem caused by Samsung. I requested a refund and supplied the required details. Samsung then promised the refund for 16 October, but it never arrived. Today, 19 October, I was told I must wait another 7–10 working days. After repeated calls, *** and broken promises, this is unacceptable. I demand the immediate processing of my outstanding refund, a written explanation, and a fair discussion about compensation for my documented financial losses. Samsung's repeated assurances about stock and delivery raise serious concerns about its obligations under the Consumer Protection Act, where applicable. I have retained the relevant *** and call records. I expect Samsung to take responsibility and resolve this matter urgently, rather than subject me to further delays and excuses.
1 reviews | Active since Apr 2026
Unoptimized apps and faulty software updates
This thing is long overdue and needs to be talked about. Samsung doesn't optimize it's phones properly. What do you mean you phone will lag and be slow as you continue to update it's software? I'm using a budget phone, A16, I know...but at least optimisation is NEEDED for a phone to work well. If you don't support and optimize every update of a budget phone, then what's the point of naming it saying it will get official updates? Rather cut ALL TIES related to any budget smartphone. Take example, Apple iPhone, it's software is so optimized that an older flagship phone feels fast enough compared to a newer modern budget which has the upper hand of longer software updates and the modern technology it gets. Another issue on Samsung is it's keyboard, Samsung Keyboard. Samsung Keyboard Is lagging and doesn't respond when typing to some apps. It even freezes when you're using Meta apps such as WhatsApp or Facebook. Updating the keyboard is obsolete useless as it doesn't FIX the problem it just FEEDS it. FIX THAT SAMSUNG!
1 reviews | Active since Apr 2026
Unoptimized apps and faulty software updates
This thing is long overdue and needs to be talked about. Samsung doesn't optimize it's phones properly. What do you mean you phone will lag and be slow as you continue to update it's software? I'm using a budget phone, A16, I know...but at least optimisation is NEEDED for a phone to work well. If you don't support and optimize every update of a budget phone, then what's the point of naming it saying it will get official updates? Rather cut ALL TIES related to any budget smartphone. Take example, Apple iPhone, it's software is so optimized that an older flagship phone feels fast enough compared to a newer modern budget which has the upper hand of longer software updates and the modern technology it gets. Another issue on Samsung is it's keyboard, Samsung Keyboard. Samsung Keyboard Is lagging and doesn't respond when typing to some apps. It even freezes when you're using Meta apps such as WhatsApp or Facebook. Updating the keyboard is obsolete useless as it doesn't FIX the problem it just FEEDS it. FIX THAT SAMSUNG!
1 reviews | Active since Feb 2017
Disgusting service from Samsung SA not wanting to honour the warranty on my microwave
Samsung SA still point blank refuses to honour the warranty on my few months old microwave because of a cosmetic defect in the door which I am willing to pay for and have replaced by them. They closed my case stating that we can take it up with the Ombudsman. WOW, this after my house is furnished with most of their appliances . I can certainly see why they are losing market share to HiSense, which I will move to now as well. I can't wait to see this giants demise because of the chip on their shoulder and disgusting service. Hisense is better priced anyway!
1 reviews | Active since Feb 2017
Disgusting service from Samsung SA not wanting to honour the warranty on my microwave
Samsung SA still point blank refuses to honour the warranty on my few months old microwave because of a cosmetic defect in the door which I am willing to pay for and have replaced by them. They closed my case stating that we can take it up with the Ombudsman. WOW, this after my house is furnished with most of their appliances . I can certainly see why they are losing market share to HiSense, which I will move to now as well. I can't wait to see this giants demise because of the chip on their shoulder and disgusting service. Hisense is better priced anyway!