Samsung Experience Store
Electronics store Samsung Experience Store, 125 Oxford St, London W1D 2HS, United Kingdom:
220 reviews
of visitors, the most complete information about the address, business hours, location on the map, photos, phone number, website and other contacts.
Address: 125 Oxford St, London W1D 2HS, United Kingdom
Website: partner-retail-services.shop
Phone number: +44 333 344 1916
GPS coordinates
Latitude: 51.5158601Longitude: -0.1356510
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reviews
Kevin Andrew
We visited the shop to take a look at the newest Samsung model and the stuff were super-helpful and polite!
2 months ago
Annette Arnold
Excellent. Many thanks to Caine!
9 months ago
Paxton Craig
I found a Samsung smart watch that I really like
10 months ago
Barry Sorelle
Some of the worst customer service I have ever dealt with!
I had to make 3 trips to the store just to get an appointment to be seen by an engineer for a fault with my new phone that is still in warranty.
Upon arrival, I made my way downstairs to the repairs center where I was failed to be greeted by any member of staff and was left at an empty desk wondering when or how I can get the attention of a staff member. I noticed I wasn't the only confused customer wondering how to be seen to.
When I was finally seen by a staff member, after having to interrupt a repair session with another customer, the staff member failed to listen to me about the problem with the volume level from the receiver and went forward with brushing the receiver and polishing the phone.
I managed to persuade the staff member that this is more of an issue than dust in the mic and was eventually booked in for a repair.
I left my phone with them, after having to wipe all my data (seems annoying unnecessary) and returned two days later to find out that they have replaced the battery... The charging socket... And the fingerprint scanner! All of which were never broken/faulty in the first place.
They had failed to replace/repair the receiver and the staff member who dealt with me continued to try and persuade me that he could hear the audio clearly and made me feel like I was going deaf for not hearing anything. They finally admitted that the repair hadn't been fulfilled and that I will have to come back AGAIN to pick my phone up after it's 2nd repair.
The level of unprofessionalism that I experienced has left me wishing I had never switched to Samsung as I've been repeatedly disappointed by the lack of logic and care that goes in this customer service "experience".
Samsung... please train your staff efficiently!
7 months ago
Nnini Stokwe
Staff were so rude, once I asked for help a guy started helping then went off and showed no interest in helping at all, then went to another guy who said he wont be able to help me with whether they had any watch straps or not because he's been on holiday!! Samsung I love your products but your staff need customer service training
2 months ago
Lindsey Cambre
Staff was no professional behaviour also no enough supply,in specially for phone cases
9 months ago
Christi Henry
Friendly staff vary busy as I went on a flagship release date and was still made to feel welcome and happy to come back for anything else
2 months ago
Espuppy VEVO
Excellent staff, really available and helpful, the guy help me with my phone was really knowledgeable and helpful. He gave me the best advice without forcing me to buy anything , he suggest me all the different options and solutions to my problem. I will advice this place to any Samsung holders.
1 month ago
David Carvajal
Never seen a store for Samsung like this one .. AMAZING STORE AND VERY FRIENDLY TEAM
2 months ago
Pareti Walls
Good service . Well explained about the products.????????. Coffee with selfie one of the best program❣❣
2 months ago
Lee Brackman
Have been dealing with the store for more than few occasions now, always cooperative and trying to help solve my issues as quickly as possible. This is the first Samsung.store I have visited and till today prefer to go here when dealing with my Samsung products queries.
3 months ago
Bonnie Lo
Good,knowledgeable and prompt service by the providers. Satisfied customer.
3 months ago
Abood Albannna
Got everything you need here. Service was friendly and helpful. Just needed a case for my new phone.
2 months ago
James Tate
The young lady that looks after me she was polite very attentive I could not have get a better service 10 out of 10 many thanks.
3 months ago
Pritha ghosh
Wanted to get my Samsung mobile repaired that is still under warranty, the queue was too long and i had to get to a meeting elsewhere so left. But the first point of contact was very friendly and advised me to save all data before bringing phone in again. I have used Samsung repair previously and their service has been good.
7 months ago
Leonaldo Paixao
At the store, I found helpful staff. However, outside of the store, Samsung has NO customer service. I can't call what obtains outside the brick and mortar an experience. I don't see the point of having telephone numbers when they won't be attended to (for over an hour!), and one would have to journey for an hour and thirty minutes to a store just to get resolution to a problem that can be resolved over the phone.
Appalling.
2 months ago
Joe Wood
Liam was excellent at fitting my new screen protector. Efficient and very good service. He took pride in his attention to detail and the results showed.
2 months ago
Arlene Notary
They couldn't solve the problem then and had to make an appointment which Samsung hadn't told,nor had they said that Wandsworth Southside had closed down.
2 months ago
Nita Balch
Good customer service some things i just cant do !!! Even though i am ment to be computer savvy!????????????????
1 month ago
Patrick Kirk
Booked a repair to have a straightforward phone screen replaced. It is advertised as a while you wait service. When I arrive, they have not sourced the part and tell me it will be days without my phone. Terrible, misleading advertising or appalling service.
4 months ago
Latosha Lyles
Best place to go if are a Samsung or Android fan and big into tech since it has the latest Samsung merchandise such as their flagship, mid-range and entry level phones with cases and the new Galaxy Fold which you can get a hands on review of at this store and at Samsung KX (King's Cross). The Customer Service section downstairs isn't that great though, as it's best to make an appointment instead.
2 months ago
adrienne sydnor
You can repair and buy new phone their the sit is very comfortable.
2 months ago
Barry Luka
The difference between a good and bad experience in a store like Samsung's is the balance struck by the staff when it comes to offering help. I'm not naive; all stores exist to sell things, but the impression I got was that the staff were over zealous and, frankly, desperate to hit their targets.
I went straight to a device I wanted to try, and within moments I had someone ask if I needed help. I said I was just looking at the moment and they said to ask if I needed any. No problem. But then in the course of the next few minutes, I had another four people come up to me and ask if I needed help. Each time I got more and more irritated that I wasn't being left to try the product and initiate help when *I* was ready.
When I went to another device, two staff members nearby were actually discussing their targets and how much they'd sold the previous day (it was barely anything, they said)
I stopped to look at the Galaxy s10e, and started a conversation with a guy who began to extol its virtues. It was a nice conversation until I mentioned I already had an S10 - at that point it's almost like I ceased to exist and he turned to a colleague to speak to her instead. I guess he figured the conversation was not worth continuing because I wasn't a potential sale for the 10e. It perhaps didn't occur to him to ask about the other products I'd been looking at.
If Samsung want to create store 'experiences' then they could do worse than take a leaf out of the Apple Store. They're by no means perfect and have separate faults of their own, but they at least give you the impression they care as much about the experience as the eventual sale.
4 months ago
Stijn Cox
I live in Cape Town, South Africa. Bought ear buds here while on a brief holiday. They broke after 3 weeks, after I had returned home. I cannot get them repaired in SA because of international warranty policy. The store has been impossible to contact. Seriously impossible. Phoned countless times over months. Apparently, according to the automated response, the lines are busy and they are experiencing high call volumes at all hours of the day every day of the week. I have emailed every address I can. An automated response says someone will reply in 24 hours. After days, weeks, no response. This has occurred on multiple occasions. Perhaps I am an exception, a rare Samsung horror story but this Samsung Experience has made me hate Samsung. Prior to this experience I was a Samsung fanboy but I can no longer vouch for their products. Do not buy from them, they do not care about their customers
5 months ago
Emma Ritchie
Needed to get a company phone unlocked as previous user had left her Google account on it, so couldn't progress with reset. Staff served me quickly and got things sorted in about an hour (while I went for lunch). Great service. Recommended.
5 months ago
liam pal
Just bought a Samsung S8 as a Christmas present for my girlfriend from the Samsung online website and traded in an iPhone. We were having issues transferring some videos across from the iPhone to the Samsung S8 so we decided to go to the store in Oxford Street they were so friendly there, as soon as we arrived they offered to help straight away, one of the advisers took us downstairs and tried to resolve the issue this was not possible so he referred us for an appointment with a technician which was to be in two weeks time. I explained I had to send the trade-in iPhone tomorrow back to Samsung so needed an appointment today they managed to find a technician Jena and we were seen straight away.
Jena was one of the most knowledgeable,kind, helpful and professional people we had ever come across in the retail industry she not only resolved the issue we had she went above and beyond to help us delete an account that had been hacked and also showed us so many other useful tips on functionality of the phone.
We came away from the store so happy and my girlfriend had her new phone up and ready to use. I would definitely recommend the Oxford street store so helpful. Looks like I will be staying with Samsung for good. Thanks again Jena your the best. Look after her Samsung, Special staff are hard to find. Thank you
9 months ago
Wayne Bennett
Good was told a lot about the phone if you buy one and take it on of England and we never have time to go back and get one
3 months ago
Sebastian Duhm
Impeccable customer service. So so helpful, ahmed saved my phone. Was so good i just had to write feedback!
3 months ago
Chanette Khan
Worst customer service i have ever seen in my life
2 months ago
Otavio Fonseca
One of the worst experiences I've ever had!!! The repairs team don't even know what they're talking about!!! 3 attempts to repair my device and still not repaired!!! On 4th attempt even after seeing the issue with the device the rude manager won't even book it in for repair!!!
11 months ago
Elizabeth Marshall
I went to this shop to have a broken screen replaced on my Samsung Note. They left me waiting for over an hour whilst a few other customers came and went, only to tell me that they would not touch my phone because it wasn’t bought in the UK. How ridiculous. I threw that phone in the bin and bought an Iphone, and, like a number of other people I know who have done the same, have never looked back since. I don’t know of any Iphone owner who moved to Samsung but the are plenty of people out there like me who gladly did the opposite. I am really sorry Google does not allow me to give it a NO STAR, for that’s what I really think it deserves.
1 month ago
Steven Wolf
Well presented but staff seem very lacking in product knowledge. I asked, what I thought were fairly simple questions, about Samsung and a number of devices, but staff resorted to Google for answers.
3 months ago
James Haire
Good display of phones. Staff prompt to help. Which help? The person i spoke to wasn't that helpful at all as he answered same in the same way all the questions i asked. Next time i will ask all questions on line so i will have a more constructive answers.
2 months ago
Igor Nikulin
Update:
I haven't even had the phone for a year and you mention warranty, would the warranty not cover the charging port instead of me forking out all that cash?
There would not of been any damage as they just used an item which was thinner than the brush your company used and all was good!
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Overall a good store, the customer service advisors are attentive. However I had a bit of fluff stuck in my charger port and was told it was stuck so bad, that I would need to pay just over £300+ to replace charging port and motherboard. I went to a local phone repair shop and, the person serving me used a safety pin and the fluff that was stuck so bad fell right out.
5 months ago
iago xalambri
Had a problem with my Galaxy S8 and they were able to quickly fix it for no charge. Granted the problem was dust in the charging port but appreciated their expertise and as a plus I was quick to be served.
7 months ago
Rachel
It's not a good experience. And I'm a Samsung phone devotee. Apple and Microsoft experience is so much better.
3 months ago
Violetta alf
Good service upstairs but need alot of improvements downstairs as it's short in staff and the waiting time is very long.
Could say as its oxford street so busy store but very friendly staff
5 months ago
Dario Preston
If Samsung is trying to be more like apple, this is definitely not a good example. It's quite small and trying to test a new product is almost impossible. Overall it feels more like a marketing afterthought and less like a technology centre to try new products and connect with a brand. It's also one of the last Samsung stores in London, so I guess that's why they still survive. A brand that big should definitely reconsider their retail presence.
1 month ago
Anne Pentland
Marco: Great service! Answered all my questions when booking device in, didn't over promise and set reasonable expectations. Collected device from Marco too, helped me get set up and restored from backup. Overall great customer service and I will only ever come to this store in the future!
4 months ago
Sasidhar A
I would like some advise please, bought a new samsung 10+ plus 7
months ago and no one can hear me unless I am on speaker phone. I have had my phone into different ee stores and have spent may hours on 150 customer service. I have spent 2 days in Reading to get the insides of my phone replaced. I have been into the Samsung Liverpool street, 2.5 hours drive there and the same back. Have visited numerous ee stores country wide, as well as many calls to samsung customer service, the best Service I can get is that they will give me a refurbished phone but I am still to keep paying the 18 months contract for a new phone. AND I should be excited by this as it is a SPECIAL favour. I am unreasonable expecting anything else even though I bought a NEW phone not a second hand off Ebay. Not sure how anyone would be pleased to pay a new price for second hand goods. I have been messed around for 7 months and now looking into my cutomer service rights. Ee was so quick to take my money and then totally disinterested, Samsung seem to me messing me around until my warentee expires. NEVER been soooo disappointed before!!!!!
back. Ee blames samsung and sams
2 months ago
Chris purnell
Usman was brilliant. He understood what I needed in my new phone. He was patient and provided excellent customer service in a fun way.
2 months ago
Kelly Pease
What a great Experience was served yesterday by AMAZING Tech Peter his knowledge, approach and can do attitude left me stoked.
My S10+ battery replacement was ready within 2 hours.
Whole team was great special thanks go to Punil, Brendon and Asif as well.
Please keep up with great service:))
7 months ago
Pam C
Excellent service, caring, patient and knowledgeable but make sure you get the right person to help you otherwise you could end up with someone with too much on their plate for life and that would not be Samsung's fault directly yet it should be noticed by them.
They wont leave you till you are satisfied and you can always ask for the really good deals they have which I would not have known about had I not been to the Samsung shop.
2 months ago
Norberto Lopez
Nice
1 month ago
Tim S
Very knowledgeable and friendly staff. The store has a very good layout of Samsung device's with a great selection on display.
2 months ago
Sergey Lazarev
Welcoming friendly staff, they are really helpful, just please pay attention as I bought an usb today and when I arrived home-surprise : the box was empty! .....Check if you got your products before leaving the place. Defo someone from the staff did that, stealing it....and is not quite nice as I payed £10....for nothing. At least the shop assistant could check before handing it to me....
4 months ago
Scarlett Kleinow
Given it a 4 star coz i can't find anywhere how much it's going to cost me to fix my active 2 screen that practically got cracked the day i got it last year. The glass is rubbish it's not worth the price. I wish i didn't buy it i literally wore it 4 times all 4 times it somehow got damaged from the lightest tap i have it turnt off just sitting on the side, so im just keeping it there until the price is very low to fix it as i know I'll pay so much i may aswell throw it in the bin ans pay for a new one. Unless under warranty i can get if fixed as to be fair what it says on the box and how it came were completley different. The aluminium black was blue but i didn't complain.
3 months ago
Kipruto Kipchumba
Amazing shop. Great customer service
2 months ago
Eric Pratch
I wish the staff knew what they were doing!
11 months ago
Dan Berenson
Hi Samsung, here your customer since Galaxy S2. I tried to buy a note 10+ in store today taking advantage of the 24 months 0% interest. It wasn't possible because I don't have a British passport or UK driving licence according to the employee I spoke with, who double-checked with the team leader. I've been living and working in London for 4 years now and nobody ever asked me a British document in order to do anything (bank accounts, credit cards, utility bills..... or working) is UK still in Europe or the Brexit already happened and nobody told me? I don't really like Apple, but you should learn a lot from their customer service and how they treat the customers. They sell phones even if you don't have a British document.... it's insane, isn't it?
2 months ago
