Samsung Experience Store – Metrotown

The 1 star rating only applies to the overall experience, and NOT the staff. The staff there were helpful and courteous! However.... the experience was absolutely ridiculous! I just needed to go buy a phone case and I had to wait in line for ~20-25 minutes while the other staff were helping those who had an appointment. I wanted to go in, grab a case, pay, and go. They make you line up and make someone there to help you individually. I wish there was some kind of self check out for people who only want to buy accessories.

This store service department is totally overworked and are way too busy for any regular repairs. I had to go there several times before I could get an acceptable timeline to get my Samsung phone fixed (screen replacement) You wait forever in line in the shop to get service, and forget about any same day or next day repairs. Again, this shop is way too understaffed, so not worth your time there to get your phone fixed.

Miss Chi was a delight to deal with. She helped me, while helping her teammates. She is an amazing leader. Her knowledge and care shines through. Samsung is lucky to have her . Without her, you wouldn't have kept me.Thank you Ivy,Regards,Darin Hennig

My Galaxy z flip 4 phone recently had hinge issues after only 4 months of ownership. I took my phone to this location in the mall and all the employees were all so nice and helpful. The employee that took my information and got the warranty ball rolling was very good at explaining the process and time frame. She was dead on when my phone was going to be ready with no delays. When I went to go pick up my phone I didn't know you have to pick up before 7pm, not the 9pm close time you see online. I was lucky they were able to help me out and save me a 45 min drive back and forth. Samsung really takes care of their customers and stands by their products. Very good customer service and location, highly recommended.

I have a Samsung Z Flip 3 that was having issues with the screen protector. I took my phone to the store on December 17, 2022 which was within the warranty period. I was told by a representative that it would be replaced for free under warranty and they would call me early to mid February when the part arrived. I waited til March 5, 2023 and did not receive a call. I had also tried calling the store for weeks and nobody answered the phone at the store. I went back to the store and mentioned what had happened. They said the phone could be fixed right then but it would not be covered under warranty, which contradicted what I was told on December 17. The excuse given was Samsung changed their warranty policy in January 2023. Again this was well after I had come in to the store to address the issue. Furthermore, I never received a call from the store for almost 3 months but when I arrived they said they could repair the phone immediately at my own cost. I was extremely disappointed how this matter was handled. The phone was damaged within the warranty period and acknowledged by the store representative that this was a known issue. She further stated this particular phone would include one free replacement of the screen/screen protector due to the known issue. For a company like Samsung to unilaterally change the warranty policy and ignore warranty claims that were approved prior to the change in policy is completely unreasonable. My family and I will likely never purchase Samsung products again due to this incident of unacceptable customer service related to an approved warranty claim. Furthermore, the store representative was very rude when I came to the store to explain my issue. He kept on saying the screen protector was provided free of cost on the new phone as a courtesy by Samsung. I questioned why they don't do that with any of their other phones and he could not answer the question. The screen protector is installed to protect the screen which is very sensitive due to the fold/flip feature. After reading the various reviews for this store, this has been an issue for numerous people. Advice would be to stay away from the Flip/Fold phones until they can figure this issue out. Otherwise you will be disappointed with the durability of the phone and the level of service in regard to the warranty.

Bought Samsung Galaxy Tab Ultra with 256GB memory. The manager was helpful through out the whole buying process and I was able to buy it for interest free 12 month payment plan which I didn't even expect from the store. I'm happy with the purchase and the overall experience I had there.

My recent experience at this Samsung Store left me incredibly frustrated and deeply dissatisfied. Despite being a loyal customer of Samsung for over a decade, this incident has compelled me to reconsider my loyalty and contemplate switching to Apple.To begin with, the salesperson deceived me regarding the battery life of the Galaxy Watch Pro 5 that I purchased. I was explicitly told that the watch could hold a charge for up to 4 days. However, much to my dismay, the watch barely lasted for 2 days, despite my efforts to conserve power and having most of the sensors turned off. This blatant misinformation displayed a complete lack of honesty and integrity.Upon attempting to return the watch due to this misleading information, I encountered further issues. The store staff refused to accept the return, citing superficial scratches on the watch band clip! These scratches were a result of normal usage within a week, as I had only been wearing the watch at home. I even offered to replace the band at my own cost, but they didn't accept. I expected a reasonable and understanding approach, but instead, the staff demonstrated a disappointing lack of assistance and respect toward me as a customer.What disappointed me the most was the stark contrast in customer service compared to Apple. Apple has built its reputation on prioritizing customer satisfaction, while the Samsung Store fell significantly short in this regard. The staff failed to prioritize my satisfaction and did not exhibit the level of respect that is generally expected. They noted a scratch on the side of the watch that was present from the very beginning. I mistakenly assumed it was part of the texture, but they refused to believe me, treating me with disdain and disrespect and accusing me of causing the scratches and even questioning my honesty.Furthermore, even the manager's behaviour was disrespectful. Rather than stepping in to resolve the issue and salvage the situation, the manager only added to my frustration with their dismissive and unhelpful attitude. This lack of professionalism and customer-oriented approach is simply unacceptable.I am truly disappointed with how the Samsung Store handled this situation. As a longstanding customer, I anticipated better treatment and a sincere effort to address my concerns. Unfortunately, what I experienced was a complete disregard for customer satisfaction and a refusal to take responsibility for their own mistakes.In conclusion, my experience at the Samsung Store was nothing short of a nightmare. I sincerely hope that the management takes this feedback seriously and makes improvements to their customer service. Until then, I will be exploring alternative options, such as Apple, where I know I will be treated with respect and have my concerns promptly addressed. I will sell this watch on Facebook Market and will lose not much, but Samsung will lose one loyal customer who had constantly advertised their products to people at no cost!

Received a text asking how my device is.. Well.. I haven't received it yet.. And I'm instructed to: please call us".. Called a dozen times yesterday during business hours.. No one answers the phone cause they're hanging out at the front of the store.. Such a negative experience.. And if the cashier is helping someone.. Ask your customer "May I take this call?" usually it's fine. Answer it

This store is amazing, the people that work there are kind, respectful, professional and courteous. They greet you right at the onset when you walk through the door and explain the process. Because they are an extremely busy business, they give you the ETA of your wait time, and you can go shop until you receive a text to return. How great it this...shop while you wait. You guys nailed it! Every time I have been to this store I am pleasantly surprised by the service and the great people working there. Johnathan helped me the last 2 times I was there and what a sweet kind person he is, who goes above and beyond to make your day better! A real gem! Arjun helped me with my paperwork, and he is also to be commended. Thanks for making my day brighter guys!! Samsung is very lucky to have all the amazing staff there on their team. People who work hard like this for a company, really make the difference and is a rare commodity these days. Thank you againJanet Rogers

There’s good, better and best. I can sincerely say that the team at this Samsung store are the BEST! Aaron is a superstar and the manager Jonathan is a solid team leader.A few weeks ago Samsung did a software update that affected some specific functionality on my phone that had me frustrated. I called Samsung customer service and got an agent, Ricardo. What a colossal waste of time! This agent had no interest in helping me. I mean he didn’t even try to offer any solution. All he did do was quote the fine print to inform me that Samsung has the right to indiscriminately make any changes they want to any app. Really? I didn’t need him to read me the fine print. I was stunned with his lack of understanding of what customer service is really all about.I decided to visit the Samsung store to hopefully find a solution to the irritating changes that happened to my phone because of the software update.That’s where I met Aaron who in about eleven minutes assessed the situation, walked me through some steps and solved all three items on my phone. I was ecstatic!Aaron is a tier one pro who completely understands the value of providing exceptional customer service. He tried and that means a lot to me.I believe in passing on a compliment or if needed a complaint. So I called and spoke with Jonathan [manager] and that was also a positive experience. I appreciated his willingness to follow up the opportunity to acknowledge Aaron for the good customer service he provided.All in all, Aaron and Jonathan were professional, respectful and experts at what they do. I’ll stay with Samsung because of them.