For a company that prides itself on style, the Oxford Street shop lacks little inspiration (black, blue and grey). For a company that produces air conditioning units, the shop lacks good ventilation. For a company that focuses on technology, the queuing system outside the door is not very imaginative. Not to mention 3 staff members chatting downstairs, with no interest in helping staff...No match for Apple's store in Covant Garden. All theb

Samsung (UK) engineers are absolutely pathetic and useless. I went to service (software issues) my S21 Ultra on 01/10/2023 at 1230pm,Without checking my phone, told me its motherboard has gone!!! I just fixed by myself through internet helps after wasting my time up there. What is the point of going for customer service? that guy is not an engineer he's a crook I must say. He told me it cannot be repaired as I told him it looks like a software issues as Its happened to automatic updates and hanged itself. That guy did not even look at only said oh! motherboard gone it will cost you nearly £400-£500, now you can decide? how rubbish was that. I had to buy new phone on the way back unfortunately. But I checked it through internet how to fix it. then I fix it within an hour to download few missing files for Samsung phone. Now it is working as before. I was not very much happy with them or can not bother to go see their stupid faces.

It's worst store you can experience in UK. I have been samsung user since last 12 years. 3 months ago I purchased s22 ultra. It has battery drain and speaker issue. I got appointment after 14 days. On the day of appointment after 30 mins of timepass by staff they just said to leave the premises without solving any problems. It just pathetic. They says I bought phone from Samsung official online store so they can't resolve issue and I have to contact online. I wonder if I bought from amazon or 3rd party seller they won't even consider to listen to problem. This is not how customer's should to treat. High quality furniture in store doesn't solve customer's problem. If store doesn't solves customer's genuine issue then close the store. Just showing on paper that you solves customer's problems through in store appointments visit doesn't mean that you have solved. They just asked me to leave by saying they have to customers to serve. You can see in photos. How much busy the store was. If you buy from 3rd party Seller like amazon then forget about Any service. I bought phone from Official Samsung UK online store. They won't consider to give you service and asked me to contact online store team.

Had to bring my S22+ in here for repairs, luckily my phone was still in full warranty and was free of charge and to my suprise it was fixed and returned to me in just 1 day!!....(Charging port broken) anyway I would like to personally mention Abdul! He was the gentleman that served me and handled my repair! He was so easy and comfortable to chat with and made the whole situation so fast and easy! Thanks so much bro keep up your epic work!

Dear Samsung , I am writing to express my disappointment and frustration regarding the recent service I received at one of your Samsung stores in London. On Saturday, 18 November, I brought my Samsung S23 Ultra to the Samsung store in London at Oxford Street for repair due to the SIM tray 1 not working. After waiting patiently for three days, I received a text message notifying me that my phone had been repaired and was ready for collection. Unfortunately, upon arriving at the store to retrieve my phone, I discovered that it had not been fixed despite the notification stating otherwise. This misinformation caused me unnecessary inconvenience and wasted both my time and money, as I had to travel to the store based on the belief that my device was repaired. Moreover, I was taken aback by the lack of friendliness and understanding displayed by the staff/team members during my visit. As a long-time Samsung user who has always appreciated your products and services, this experience was unexpected and disappointing. I value the quality and reliability that Samsung products typically offer, which is why this incident has left me disheartened. I understand that issues can arise during the repair process; however, the miscommunication and lack of actual resolution to the problem were disconcerting. I kindly request that the necessary steps be taken to rectify this situation promptly. I now find myself waiting once again for my phone to be repaired, which is causing further inconvenience in my daily routine. I trust that you will address this matter seriously and take appropriate actions to ensure such incidents are not repeated in the future. Your prompt attention to this issue would be greatly appreciated. Thank you for your time and understanding. I look forward to a response to this matter.

Service is not up to the mark,, charges expensive, last week i had an appointment but i delayed 10 min for late train they sent me back but the following week I attened 10 mins before the time & waited 20 mins, if i ask something regarding any issues nobody know anything, they advise me book appointment. 😒😒

I had a mixed experience. Having bought a s24 I wanted to transfer data from an old phone. First guy was rough, uninterested and unfriendly. He took away the excitement by opening my new phone packaging roughly. Did the whole initial set up muttering to himself plugged in my old phone and vanished to help other customers. I sat for a while. I approached someone else as nothing seemed to be happening. The person I approached Jordache. Excellent. Cannot speak highly enough of his service and approach. Nothing was too much trouble. He backed everything up on my laptop. Made sure he explained new features. Just brilliant.

My extreme dissatisfaction with the customer service I recently received from Samsung. My experience has been so poor that I feel compelled to make my grievances known at the highest level. From the onset, the customer service representatives I interacted with showed a marked reluctance to assist me. They displayed no desire to resolve my issues and instead acted as if my concerns were an inconvenience. This level of service—or lack thereof—is entirely unacceptable and falls far below the standards I expected from a brand of Samsung's reputation. If people are not interested in adequately representing Samsung or providing satisfactory service, they should not be in roles that require customer interaction. Moreover, it reflects poorly on Samsung as a company to permit such individuals to serve as the face of the brand. I have been a loyal customer of Samsung for years, but this experience has seriously called that loyalty into question. I am disheartened to say that I cannot recommend Samsung products at this time, solely due to the deplorable customer service I have received. A product is only as good as the support behind it, and based on my recent experience, the service is not even worth a single star. I urge Samsung to take immediate steps to address these systemic issues in customer service, as ignoring them risks causing irreversible damage to the brand's reputation.

Really tiny building due to the importance that this brand has in the world, considering that in the shopping area all the big brands have huge and well-kept premises, very few products are available. The staff are split in half, the competent ones who try to help out and those who walk around avoiding eye contact. In general definitely disappointed, especially by the lack of knowledge of the staff. Definitely better to order online

Very disappointed, with Samsung store in Oxford Street Very rude manager which has no idea of how to speak to a customer and treating people like their guilty before he even knows that to be true. I've had Samsung phones for a long time and I never had any problems, I've recently upgraded to Samsung Ultra after 2 months a black mark has appeared on the screen, the phone always had a screen protector and a case and was never dropped is in perfect condition otherwise and as I paid for the phone in cash and not a small amount so I always made sure I took care with it, and as I only had the phone 2 months I decided to take it back to the store I got it from to see what has happened. The manager came to have a look at the request of the employee and decided in 2 seconds flat that it was impact damage and that we are lying and made such claims right in front of me, and when I told him I've never dropped it, he keeps telling me that I'm lying and that from his experience with customers they are always lying and he knows better, and he kept on reminding me about his existence. I've never seen or experienced so poor customer service, very disappointing from a company as Samsung to have manager's that are so against the customer and so sad that they've forgotten whom is actually paying for their salary, as I was not expecting any special treatment but something that was actually my right as a paing customer, I do not recommend this branch.

Not sure why they call it an experience store as hardly much of an experience. I’m sure if you want a mobile or tablet they will have what you are after in store and plenty of assistance to help you however as for the basement where a few and I say few of their other products reside and even less staff it leaves a lot to desire. Curry’s had more Samsung TV models on display across the road. Not even one of their flagship modes to be seen here. None of the online deals or trade ins are available in store just the standard price so it’s not really somewhere you would buy any of these items it’s just to look at them in the flesh but since the TV wasn’t even in store to look at I may have to reconsider what model or manufacturer I’ll be purchasing. It took around 30 mins for a member of staff to even acknowledge my presence and there was no knowledge on any of the products in the basement. It’s almost like they only want to sell mobiles and tablets in store. I am a serious buyer looking to purchase 3 new screens for my home Samsung are you a serious retailer? edit since reply: thanks for the reply but just don’t think it’s worth the effort getting up there for what this so called flagship store has to offer. Perhaps you have a better store more worthy of a visit? This isn’t really worth the effort again.

Rory was amazing. Such a pleasant gentleman. Helped me reset my phone. I didn't have an appointment. Samsung technical support told me to just walk in. I travelled from far away to come to the store and they told me that I needed an appointment. Rory was very sympathetic and tried his very best to help which he did and resolved my issue. Me and wife both have a s22 and s23. Rory and his technical team are lovely people. Great customer service. Thank you Rory and team. You made me happy from being sad. Elated from being depressed. Rory is a star. Like the sun. In the sky.

Attempting to get a response here as so far the customer service from Samsung has been noting but shambolic! I preordered the S24 Ultra on release and received it as planned, it was going well until I was using the camera. The device's 200mp camera started clicking and the quality at x5 dropped and became washed out and grainy. I raised this with Samsung and after a 5hr long battle! with their support they finally admitted the device shouldn't be doing this and sent a return label with an estimate of a replacement being delivered in 7-10 days. They do not offer a instant switch nor do they offer a stand in phone while you wait. As I traded in my old device I then needed to source another phone for this duration. After sending the device back following the instructions provided by the member of staff on chat I then received an email from Samsung after DPD had informed me it had been delivered on how to send it back... These where different instructions to what the member of staff mentioned and led to a panic. After calling their customer services they said they had indeed already received the device and raised a new order for the replacement. Great I thought... The new device was meant to have arrived on the 14th from the information on the new order number but is stuck at order confirmed. I've since been calling and messaging them to get an update however it's now become clear that the7-10 days is to by them some time as it could take longer leaving me without a device for... well they don't know and neither do I! The whole experience dealing with Samsung so far has been a total utter disappointment and it feels once they have your money you're left at the curb.

Booked a warranty repair for my Samsung z4 fold with a bubbled up inner cover and black screen. The advisor checked the phone and said it should get covered under warranty. After a few hours, I received a call saying that they won't be able to repair the phone under warranty, as it was showing signs of accidental damage. I am very disappointed at the decision. My whole family has been Samsung users for the past 20 years. We never claimed a warranty repair before, as we have insurance for damaged or stolen mobile phones . This was a genuine claim, and I am sure that I didn't cause any accidental damage to the handset. I attach a detailed mark, which was used as a reason for the warranty claim rejection.

One of the worse experience of phone buying in my life. Buying a Samsung s22+ for my son birthday. A nice trainee served us. She has no password to access computer. Waited for someone with password. Then have to transfer data from old to new phone. Old phone has 100 mb. No information given to the time needed to transfer data. Took 3 hours plus. Left alone in a corner staring at the 2 phones as trainee cannot spend time with only 1 customer. I was told some customers spend 5 to 6 hours even for 400 Mb data transfer. Be warned. I am not happy at all with their service.

Worse experience ever. After calling and having an appointment, I went to replace the screen of my phone, I reached the shop 1h earlier and a member of team told me no one will meet you till the booked time, OK I said, and even they were free, no one accepted me before, but that still OK for me, once was my time, they came to me and told me We Don’t have the parts in stock, So, my question is, why have you booked me in if you don't have parts? I left my job to make sure do not be late, And also, they pretended to hold my phone for two weeks to replace just the screen. If you want someone mor e serious? Avoid this place man...

I was very pleased with my service/experience at this store from making a booking to going for my appointment. The staff are very friendly and helpful I would like to thank Sebastian for taking his time to cover my issues in my appointment and not rushing. Great customer service!

The services not meetup with brand value. As a customer, when i reached there and asked for a help regarding purchase, the sales persons didn't showed up as if there are 2 sales person dealing with one customer. I feel it like a sort of racist mentality from sales person's part. I wait there and no one showed up or responded. Such a bad customer service from the team Samsung in Tottenham court road. Shameful.

What can I say after waiting one week for some kind of response from the Oxford Street store absolutely nothing. From start to finish terrible experience l only went in to buy a new phone and knew actually what I wanted. 1hr 40mins later and 3 different staff members sorting my purchase out I was losing the will to live 😒. And to top it all whilst travelling back home on the train the same evening open the box and no cable charger in.. ( Not to mention I Missed a restaurant reservation due to all the messing about and only get to London once a year ) The day after I spent all morning trying to contact the store ( total of 14 calls at a waiting time of 30mins-40mins each time) with no response at all. I made a decision to contact another samsung experience store ( Manchester) and I wish to thank them for acting very professionally to sort out the mess.....

I didn't get seen quite at my alloted appointment time but waiting around was not an issue. I had grave concerns that my phone was infected with a virus and that some settings that had been made to my phone either by accident or by a rogue app were making it almost impossible for me to use the phone properly. to say the least I was very worried and concerned that it could not be resolved easily, however, the amazing guy I had serving me quickly alleviated my fears and calmed me down almost instantly with his knowledge specifically of the phone settings and how to revert them back to normal, but also his intelligence and calm manner that he dealt with me and my worries. he had highly detailed knowledge about my phone which had only been on the market for a short time (galaxy z3 flip) and so put me at ease, initially to correct the settings so I could actually start using the phone again properly. he then ran some tests to check if I had a virus and he quickly identified and eliminated the threat of one particular app which seemed to be causing all the problems. he was highly efficient and at the same time as fixing the virus problem, he also directed me on how to back up my data should something be compromised if a future virus was installed on my phone. he did this all with impeccable precision, calm approach, and excellent customer service skills and very good manners. I left the store with the biggest smile on my face and safe in the knowledge that if I ever had a problem with my phone again I know where to come back to when I need help I just wish I could remember the assistants name!!!

I had a very bad experience. I bought a samsung inside, I have it with a guarantee, the service guy is a very good blonde boy, a woman with a lot of arrogance towards me, a sales agent, with a racist speech, I went 3 times for this situation for the phone, 3 days lost phone still not working properly. bad experience of my life

Very disappointed with customer service. No one picks the call in the shop.. even though "our call is very important to them". Also customer chat service after 30 mins of back and forth simply asks us to call and book appointment. I am dreading going to the shop. When I bought my expensive fold 4, I was told customer service will be upgraded but alas this is a rubbish experience.

You would think there would be good customer service being the flagship store in London but most of the workers there aren't trained on the products. The woman assisting me didn't know which phones or models were out or which accessories went with my products. I needed a reapir and was told they don't have the parts there (I have the z fold 3) and they would need to keep my phone 7 to 10 days with no temporary phone for this time. A lot of unemotional sorrys for a customer who has purchased the most expensive devices the brand has to offer. Next time won't be buying a Samsung

I had a frozen screen, was offered an appointment over 2 weeks out. Sarcastically wished a nice day when I asked if it could be looked at quickly. There are 2 other phone shops within 100 yards! One of them suggested ismash under Oxford Circus tube where it was fixed for free in a few seconds. If they had freed my old one up I was actually in the market for a fold, but not from them.

Worst customer service ever. Walked in with a question regarding my phone. They couldn’t be bothered, it wasn’t even busy. The customer service fellas were just idling around while needlessly ignoring my presence. Basic training is needed for them unfortunately. Nothing serious, just basic training, my Samsung center in Nairobi makes this one look like a frozen spinach store.

I have bought a month's ago Z Fold 3, yesterday I went to buy the smart watch 5... The lady who provided me the service was named Natalie and she said she was from Colombia, instead of showing me the options of the watch properly , she was saying that she had another customer and she needed to go. By being on the line and working with me is unacceptable to neglect me as a customer, when we have not finished, that was absolutely rude. The manager , a big young healthy man, was making a noices and rejected my questions... at the end he told me that I can use a speaker on my watch ony on incoming calls - and I found out that this is not true, and you can use the speaker even if you call someone - only the security guards were polite. That customer service is terrible and should be improved!

Went in as my new earbud pros were saying I needed to replace the tips when i did a sound test, but there were none in my box. The first sales rep said that there must be a fault as you can't get replacement tips. The engineer then came over and said there are replacement tips and I was then accused of lying for saying they weren't in the box. I tried to explain I had emptied the box and unravelled the wire but they weren't there. Again I was told I was lying, and that If i wanted help to call customer service. No wonder retail is dying when you try to fix a simple problem in a store and get treated like this.

Good shop with lots of offers but unfortunately none of the staff are informed on the offers or what the product is offering. I asked if a tablet can take expendable SD card the person asked his manger and 4 other members and still couldn't answer the question until they search it online which by that time I had found the result by searching the information on another product. They were also not informed about what offers are available even though it was written on the cards next to the product and they said this was an offer only available online (getting free headphones with FE tablet) The staff need better training of the products and offers but on plus side they were very nice

Please do not shop here. Came in for a Samsung phone and watch to help with heart tracking. Got moved on to three different staff before anyone could give me any help at all. Staff are very disorganised and do not seem to have any co-ordination. There’s two huge security guards (who block half the entrance) who stare you down as you enter the store. Extremely intimidating and not a great start. There return policy is completely unacceptable - simply breaking the strip to examine the product - I was told they’ll have nothing to do with it and it’s nothing to do with them. Worst experience ever for a purchase of £1000+

The store is cramped and claustrophobic, not helped by demo devices which were in dire need of a clean when I last visited. However, my main source of disappointment was incorrect information provided by staff, who said that their Watch6 product only worked with Samsung phones. Having done my own research, I'm now happily wearing one (paired with my perfectly good non-Samsung Android) which I collected from the more pleasant and nearby Samsung KX.

Great store and very helpful staff. I had a lot of questions about the smart watches, which were answered quickly and in plain english (jargon free). Unfortunately, I wasn't able to buy a watch due to my current network provider's limitations, but I will definitely visit this store again when I can buy one.

This was deeply disappointing to the point where I was tempted to switch to Apple. I had a problem with a single earbud and wanted a replacement. I arrived at the grand flagship store on Oxford Street expecting a fairly simple process, but I was very wrong. On arrival I was met by a chap at the door who said he couldn't help me, but the guy standing beside me could. I explained my problem to this second person and he said he couldn't help me but he could send a message to someone across the store who could. After about 15 minutes of waiting, this third person eventually came over and, after I repeated my issue, told me he couldn't help me but he could make an appointment in 10 days time with someone who could. 10 days later I came along to this appointment. This time the chap at the door didn't seem to know where I should go, so I went to the counter. I waited there for 10 minutes before anyone was free to assist (all the shop staff were looking busy for this entire time, although some were chatting or stacking shelves). Eventually I was checked in and sent downstairs. In the mythical downstairs tech area, I was told that a new bud was what I needed (I knew this already). After a good few minutes of searching I was informed that they didn't have any in stock. Their solution? To order one in BUT I had to pay in advance and leave my buds in their case at the store for the entire time it took to order the replacement in, and no indication of how long that might take. Not willing to give up my property for that long simply so they could carry out a pairing action which is described in detail on their own website, I declined. They did say I might be in luck at one of their other stores (and the chap I was dealing with was extremely helpful and understood my concerns - don't get me wrong), but I didn't want to risk being disappointed and waste my time on another trip. Instead, I ordered a replacement myself online, it arrived a few days later and I paired it following the instructions on Samsung's own website. Issue completely solved by myself when 5 different Samsung employees couldn't fix it in 10 days of trying. Won't bother going to that store again.

Be advised that being 5-10 minutes late for a mobile phone repair drop off will result in your half hour appointment being cancelled. Customer service is appauling. Most of the staff I met today have no manners and and make no apologies for wasting your time. I escalated this to the manager who was also incredibly unhelpful and asked if he could book me in for the same abuse of my time the following day. No thanks... You can spend top dollar on their products but that's where the service appears to end. Very dissapointed and upset customer. Do not use the Oxford St branch until there's a complete culture change in their service. I leave this review in March 2024.

I up to 5 from previous 1 star, I shopped there couple of weeks ago for screen protector for my Samsung galaxy 22U, as they did not have anything in store at the moment a supervisor/mgr. lady offer me couple of honest suggestions about what good and usable alternatives I could use for protection on my screen, thanks for your tips,time and help.

I want to thank Federico for his patience explaining to me what was happening with my tablet, when I visited the store to fix it. Really professional and skilled, apart from fixing my device, he took the time to answer all my questions, which came from someone like me, who is terrible at understanding technology. Samsung certainly has amazing people in their staff, so thank you, Federico.

I was waiting over 30 minutes just for the phone case but still noone serve me. I believe the other customer been serve will feel helpful and happy because 2 and 3 staffs to serve 1 customer at the same time. Good luck when you visit their Samsung EXPERIENCE Store.

Today I visited the Samsung experience store on Oxford Street to buy a new watch. My first impression was 3 staff members standing next to the stairs by the door ( like security,  they have 2 guards from both sides of the door) instead of approaching a customer inside. I was served 15 minutes after I entered the store by a staff member who had just finished with another customer ( the 3 people were still staying in the same place where I saw them in the beginning). The girl who served me was really nice and polite and answered all my questions. My biggest surprise was when I asked to trade my old watch to drop the price a bit. They asked for my charger and because I didn't have it (stopped working after a month or two after I bought my watch) they offered me less discount. In the box of the new product there is no charging brick, just a wireless pad which is not compatible with the new chargers (pad has type A on the end of the cord, the new chargers are with type C). It's really strange for me just because SAMSUNG saying they removed the charger from the box because we have old and  unused from our old devices. Then why are they asking for the chargers and they decrease  the discount if we don't have it?

Its such a shame that the store manager Brian lacked empathy and showed absolutely no compassion when I visted this store with a faulty Samsung watch with my daughter whom has cancer. He didn't even blink when I explained my daughter is sick. What is the world coming to?? If my watch wasn't absolutely useless I would have left. The team member who welcomed me was lovely it all went down hill after that. The manager spoke at me not to me and was just like a robot. Such a missed opportunity. Really awful experience.

Excellent place for all things Samsung. Very helpful and friendly staff too. I went in for a particular thing in a particular colour and came out with it 20 minutes later. They actually give you free coffee there too......and doughnuts.😁 Was a bit apprehensive going in as their website is not the best user experience via smartphone, quite surprisingly. But it is a great place to.visit and has plenty of staff for any questions, and to help you choose the product thats right for your own personal needs. Yo Samsung!

UTTERLY DISAPPOINTED! This feedback is partly for the Oxford Street Experience Store and partly for the Samsung mobile parent operations (call centre) in UK/London. The operations of these two entities are completely disjointed, and each of these entities keep referring to others as 'they' with the customer being tossed from one side to another. Firstly, I reserved a handset via call centre to be picked up at the experience store. The call centre told me this can be picked up immediately within 3 days. I went to store, was made to wait 30 minutes and then told I can't walk in and have to wait for a confirmation, and was told 'they' (call centre) misguided me. Then I wait indefinitely for the confirmation email for three days, but no email was received. So I called the call centre again (waited more than 60 minutes before I was connected to a customer service). Call centre said 'they' (experience store) are slacking, and then get the experience store to acknowledge and generate the confirmation email. I visit the store again to pick up the handset, and trade-in my existing Samsung phone. After being made to wait for 20 minutes, the trade-in evaluator gave me a relatively low trade-in price for a phone in great condition ( this price was much lower than price evaluated online). When asked why, again I was told that ('they') the online samsung entity is different and value the trade in devices higher than stores. (Why!??) Samsung Mobile and Sales Channels are highly disjointed and lacks customer centricity. Learn from Apple, especially for premium products like Fold 4. I highly recommend customers to use other stores, or switch brands if you value customer service. Its a pity that a flagship store of a major brand in a major hub like London has such fundamental service issues. Its a matter of time before the service and sales operations of Samsung will implode and destroy the brand image. Something for Samsung Executive Leadership and Senior Management to consider if they are reading this review. I will route this review to Samsung's Corporate channels (in South Korea) as well through my business connections as this requires some fundamental intervention at a corporate level. Needless to say, my 10 years streak and loyalty of investing in the Samsung brand is over. I have lost faith.

I would give them 0 stars if I could . I bought a laptop from them 2 weeks ago and also paid the insurance. Yesterday I went back there to let them know that something is wrong with the sound and instead of helping me, The manager of the store threatened to kick me out even tho they sold a default product .

Went in today to buy a screen protector for a Z fold 3, £30 later I was on my way back to the office, I opened it, voided the warranty and went to install it, and noticed that it was for a Z fold 4! (I'm sure it was a genuine misunderstanding, perhaps the assistant thought I said Z fold 4, maybe I said Z fold 4 by mistake!) I went back to the store and explained, mostly expecting to be told there's nothing they can do... Thankfully the assistant I spoke to relayed the issue to who I presumed to be a manager and she have me a full refund and took the product back! Sadly they don't sell protectors for my device which is just over a year old and the wait for them to install one is "a couple weeks" The service was perfect! But experience wise... Not so great.

Booked a tablet repair here and the staff were efficient, friendly and very good with their explanations. Abdul was lovely and very informative about the quote, the repair process and what they would try. Turns out it didn't need much but I really appreciated the help and service. Brandon was also very friendly and super helpful. Great store and staff!

Very disappointed with a recent visit. Chose a couple devices from the shop floor, a pretty large purchase totalling nearly £1,800. All ready to pay at the till and was then presented with a price MUCH higher than that on the displays. Apparently the prices changed a couple days before and they hadn't updated the display prices. Needless to say I walked out.

It was a good shop and friendly staff. They helped me alot. They had discontinued 10 % on the smartwatch 4 and 5 . I really like it . It is excellent watch with good price

I had to make an appointment to have my defunct tablet looked at. On arrival, the security guard on duty pointed me out to staff who were quick to serve me. I was directed to the basement/lower floor level where the servicing section resides, with a shop at ground level. A staff member approached me and called me by name. He asked what the problem was and went through a procedure to ensure that the tablet was indeed mine and not stolen! A colleague then examined my dear old late machine. He diagnosed the issue as a broken motherboard. It could be fixed for £120, with total loss of data and a three-month warranty. It was suggested that a new replacement was £149 and a two-year warranty. It was a no-brainer, I chose to buy a new tablet. I was then accompanied to the shop floor and introduced to a member of the sales force who then showed me the nearest equivalent. She kindly moved the SIM and SD card from old to new. She answered all my questions and kindly showed me further upgrades available as I was curious. Excellent service throughout, unlike at he Mestre (Venice) Samsung equivalent who were uninterested in helping. Well done London! PS One suggestion for improvement...could Samsung offer a buy back amount to recycle old equipment?

The customer service was accurate with my needs and wishes. The member of the staff showed me the best offers and explained me the differences between the 2 models of the phone I was interested to buy. He made the transaction smoothly and also made sure he sent me the information to claim the rewards for buying the phone. I will recommend this particular samsung store if you need support to buy a phone or samsung device.

I came here last week and Haider was incredibly helpful. I purchased a screen protector for my s23 ultra that malfunctioned the day after and didn't have any packaging or a receipt. He went through transaction by transaction to help me, which took a while and he really didn't need to do - really went above and beyond for me which I really, really appreciated and was so kind about it - he also applied it for me without me asking. That said, DONT GET THE PANZER PROTECTOR FOR THE S23 ULTRA! I was told that the fingerprint thing might not work, which isn't a big deal, but this is a screen protector that they very clearly know is poor quality - Haider knew exactly which screen protector I had without me telling him. Mine fell off within a day, and the replacement has also gotten dirt underneath of it and cracked within 2 days of having it - I have no idea how, as I had not dropped the phone. This is a very bad quality screen protector and it is absolutely astonishing that such an expensive phone has no manufactor-produced high-quality screen protector. I paid for the insurance - I guess they want me to have to use it?

I visited yesterday, at close to 18.00, to get a replacement case for my buds, a new charger and to pre-order the new s23 ultra. I asked a member of staff if they were available and was told no, but they then proceeded to serve me anyway. The staff member's attitude came across poorly; like I was an inconvenience, and after explaining the bud case was not available in the Oxford St store (but possible to get at Kings X - as mentioned by another staff member) they showed little interest in explaining the payment options for the handset. I was passed onto another college, who told me I was dealing with the manager previously when I mentioned the poor service. I was then passed to another college who was very helpful explaining the new phone and the payment options. I again mentioned the poor attitude to the third member of staff and was told by the manager to 'stop slandering' him - I believe everything that I said to the staff was true; he was blunt and unhelpful. Not long after, I glanced about the store and noticed the manager with his coat and bag on, ready to go home. Possibly an explanation to the substandard customer service that I experienced. I would much rather have waited for another member of staff to free up instead of having a poor interaction with the manager - maybe some basic customer service training is required.

TL;DR: if you value a positive customer service experience, give your money to Samsung's competitors because you won't get that with them. I have had terrible repair experiences with Samsung before and with the latest one, I am tempted to switch over to Apple. I had lost the cradle for my Buds2Pro and went into store to be told I need to book a repair appointment (take note Samsung, most of your competitors sell a replacement charging case on their websites). Fine, book a repair appointment only to be told on the day that their have sold their last in stock cradle to another customer minutes before and I will need to come back for a pick-up or have it delivered over to my place. At this time I was informed that if I choose to pick it up, it should be available next day so I went with the pick up. Surprise surprise, took Samsung 3 days to get a delivery of a replacement case. I make time in between work hours to pick my buds, and it took 20 minutes of waiting around before I was actually served. Only for the guy to then say oh I can't pick up without a physical ID; nowhere on their collection email does it even say to bring in an ID, and when I pointed it out, I was told I need to check. All in all, wasted half an hour of what should have taken five minutes, and it's not the first time that the experience at Samsung stores has been like this; and i say this after having been to the stores in KX, Canary Wharf and the Soho one. There's very few staff members who are enthusiastic and keen to help out, if you are lucky you will come across them otherwise its an extremely painful process of getting anything done.

I was really stressed and panicked but Aimie was able to help me out and calm me down. Ahmed was also very helpful with booking me an appointment. Fantastic customer service. They were very kind and I'm leaving satisfied