Completely took advantage of young blind disabled man. Went in with S21 Ultra asking to upgrade his phone. Was given £100 part exchange and sold a phone which is a downgrade on all specs from his phone (FE edition phone). When I found out what they had done I went back next day to return it just for manager to smirk and say "return policy only applies online not in store". Didnt offer us any help, when asked if he could put refusal in writing refused that. Then offered to give him £300 part exchange for his new phone he just paid £600 for yesterday. Disgusting behaviour. Worst part is he kept repeating you should have read the fine print at the bottom of the receipt that says no returns to a legally blind man, saying it is his fault he was lied to and sold a worse phone then the one he had. All the other staff are amazing and really understanding.

Shocking service. Partner paid for 2 years insurance which is on all the documents but when payment came they had only put one year. He now needs to claim. Drove all the way from Birmingham to Liverpool and spoke to the staff member who did it, it was his last day but assured him he could go through samsung care and have it sorted, if not re contact the store and he would sort it. None of the numbers listed for this store work, we have spent a hours on hold on the phone through Samsung trying to get through.we sent a friend into the store who we managed to communicate with a staff member finally through her phone, they promised to send an email and still haven't!!! Impossible to sort and it is their error in the first place.please send my boyfriend the email!!!

I have just wasted an afternoon off work driving to Liverpool store, costing me car parking as well, simply to have a new screen protector fitted to my flip3. But as it has a slight dink on the screen, they refused to change the protector, saying that the screen could bleed when removing and/or replacing it. Said I'd have to book it in again for a new screen to be fitted. I don't think so!! I left the store and having nothing to lose, immediately, put my fingernail under the middle where it was peeling and just pulled the protector off. The dink has no effect on the pixels whatsoever 😕 the staff just had interest in solving my problem. Needless to say, I won't be buying a flip or fold in the future.

Just went down to l1 samsung store.the younger guy was very helpful but my problem was with a older Indian guy.he was raising his voice at my son,was being very rude to both my son and myself.he has extremely poor customer service and I would strongly advise that this man is re-trained on how to deal with customers instead of raising his voice and being argumentive or better still sack him he will cost you business. would never buy from this store ever again!

Don't bother with the Samsung Experience unless you want a nightmare! Thats the best way to sum it up! Customer support varies trying to help but they do try to help at least but expect to spend a long time on the phone the shop less said the better giving out telephones numbers that don't exsist and don't care they have your money! The manager doesn't care either hes got your money and thats it! Safe to say i won't be going anywhere near a samsung product again! Nice to leave a review about shocking experience just to let others know!

Absolutely awful staff. "Manager" Sam needs some people skills training. Disgusting attitude. Steer clear. Faulty smartphone- same fault twice in six months- will not replace,cannot explain why and also no replacement phone in the interim. If you are contemplating switching from Apple to Samsung- DO NOT!!

Don't even deserve 1 Star . Absolutely disgraceful attitude by the only female working Explained My phone had been hacked along with my bank. She couldn't care less. Unable to unlock my phone until the following day . Walked back in after getting my phone unlocked in the Sky shop . 4 of them lounging round doing Absolutely nothing only playing on their own devices . Her attitude was disgraceful. Shame on you . Worked in customer service all my life. It costs nothing to be nice

Discrimination against my BLIND, DISABLED son. My son was missold a phone under the pretence that he was upgrading his phone. After he brought the phone home and we realised what had happened, he had been sold a downgrade, we went back in to store. When he went to the store with his cousin and other family, he was greeted by a horrible, bigoted ‘manager’ that told my legally blind son that he should have ‘read the small print on the receipt’ and then continued to blame him. He was refused a refund despite being misled and coerced into a downgrade purchase from an employee that we later learnt was incompetent. I am disgusted and outraged. My son’s confidence is now on the floor and doesn’t know who to trust and who will help him. I would like to make it clear that the other staff in Samsung were very helpful and agreed with him. The main issue is with the original sale and advice from an employee who has since been terminated by the company. Also the manager who has blamed my son for being blind and not reading the small print, and being extremely cocky when approached about the return of the phone. Each time we spoke to him he smirked and said it’s the policy you should have read the receipt. I would really appreciate some form of correspondence from a member of the Samsung team, to discuss the matter at hand and to prevent this sort of discrimination happening to anyone else in the future.

I am a blind disabled individual who was lied to and scammed by a staff member in this store who took my great phone and sold me a complete downgrade. I visited the store the other day with my S21 Ultra looking to purchase an upgrade as I film videos for disability awareness with my charity. This is all I asked and was told by a member of staff that I should exchange my S21 and buy a Samsung 23 FE as it would be an upgrade on all the things I care about. It would only cost me £600 with a part exchange. When I got home very proud of myself that I bought a new phone all by myself I found out from my family that I had been completely downgraded in all specs. I had a worse camera, a worse processor, smaller screen size, the phone was not the upgrade I asked for at all. I was really upset and it completely knocked my confidence. My cousin took me back a few days later to return the phone. He spoke to their manager and explained what had happened and asked for a refund, I was told by the manager that Samsung's return policy does not apply in store and even after explaining how I am blind and I didn't realise I was buying a worse phone because I was quite literally lied too the manager told me it is my fault because I hadn't read the fine print return policy. The manager kept repeating this refusing to engage in a real conversation or display any humanity. his whole situation has severely affected me as I have lost my hard earned money. I tried ringing samsung but they offered me no support. To make it even worse I was told by another member of staff the one who sold me the phone had left the job a few days before due to a different reason. I highly advise any visiting the store to go for advice but absolutely avoid buying anything. This stores policies are criminal and some of their staff act as much. Save yourself the headache. - Dictated by a family member

A family member who is disabled and blind recently visited the Samsung store and left deeply disheartened, particularly due to the disgusting treatment he received. Initially he was misled by a salesperson who told the disabled man that all the specifications were an upgrade from his current phone which he ended up trading in. We later learnt that the salesperson had left the job and was commonly known as incompetent and was clearly spreading misinformation about the devices. In an attempt to rectify the situation, another family member accompanied the disabled man the next day to seek a refund. The phone was in perfect condition but we were told that a refund was only applicable for online purchases. However it was the manager's behaviour towards our disabled family member that was nothing short of disgusting and the main reason for this review. The manager had told the disabled, blind man that he should have clearly read the fine print. This comment is extraordinarily bigoted and discriminative. The demeanour of the manager left the disabled man distraught and has made him lost all confidence. The encounter revealed not only a lack of empathy for the situation but also a disregard for basic customer service standards. Regardless of the managers abhorrent behaviour, the other staff members were sympathetic to our situation which we are thankful for. Nevertheless we were unable to get a refund and was treated in a disgraceful manner. This experience highlights the urgent need for Samsung to address issues of discrimination and customer service training. It is disconcerting that such behaviour is tolerated, and I hope this feedback serves as a catalyst for positive change within the store's management and staff. Customers, regardless of their abilities, deserve to be treated with dignity and respect.

I arranged for my phone (Z fold 3) to be repaired under warranty as the big screen was damaged and unresponsive. Speaking to the Samsung service team they booked a repair in the Liverpool branch. Upon the appointment, I had to repeat from the beginning the issue I had although I had already mentioned it over the phone prior. Bear in mind it took 40-50 mins drive to get to the store only then to be advised they cannot repair it on the same day it would take 3-5 days for the repair. This wouldn't have been an issue if was advised of this prior as they already knew the damage to the phone. This left me with little time to make a decision and not able to back the phone up. I didn't fancy coming back again one because it wasn't exactly local and two getting an appointment was quite difficult due to them only taking bookings up to a week and then being quickly booked up. I decided to hand my phone in, they said they would try to retain my data if possible. They had the option of delivering my phone it would take longer but meant my data would be wiped. My phone had been wiped, it would have been nice if they had notified me this would happen or before doing so, then I could have asked them to deliver my phone so I wouldn't need to travel instore again. Additionally, the store didn't advise it was ready for collection nor would they confirm. Just an email saying it was ready. For some reason, you cannot contact the store directly on phone to get any updates. The service when at the store was poor as when I came back to collect the phone was handed back no conversation just asked me to sign. Didn't go through what had been repaired, and didn't tell me the data was wiped. All in all very poor communication. The only good thing about it was the repair engineers did a great job and ended up changing both the screens and all the frames so it was practically brand. I would still avoid this store as the service and communication are poor. This left me disappointed in Samsung as a brand and other manufacturers have much better customer service

Thank you for your Nameless, obvious, copied and pasted goto answers to my feedback. If I wanted to do what you suggested, I would have done but I needed to talk to a human. Original review below: Don't bother calling for sales information "unfortunately all our sales team are busy". If no one available for sales then after sales will be a nightmare.

Visited on 27th May as I had a fault with my watch. I was told I would need to return on 3 June (today) to do a "software flash". However, the young woman told me she couldn't get my watch to connect with her laptop (after 20 minutes). She then went into the back for about 10 minutes. When she came out again she told me there was nothing wrong and if the problem happened again, to do a "hard reset". Basically 'fix it yourself'. What a waste of time, effort, petrol and parking. :(

Brilliant shop with lots of new products on display without being overloaded. Unfortunately, the person we asked a question demonstrated with their response that they had no clue about the specific product our question related to. They're just salespeople trying to sell the product, which in itself is okay, but I would expect that if they don't understand the question and/or don't know the answer that they refer me to someone who does.

Customer service was okay. The prices were wrong in the store, ended up charging me another £100 on top of what the price said on the slip. They said to me the receipt will be sent via email. 3 days later I'm still waiting. I've called up the first male said he said the store was too busy to speak to me and kept huffing down the phone. He then said he will send the receipt over within half an hour. Nothing came. I then called a few hours later and the woman I spoke to said she will send it after the phone call. No still waiting. They're only interested when they want to take your money then aren't bothered once they've got it. Very disappointed.

Thank you so much to Matty & David for helping me transfer all my data & apps from my iphone to my new Samsung. Both young men were amazing & spent time to explain things to me. Thank you lads you were great. Need more people like you guys in jobs working with the general public.

Although the staff were polite they seemed to know little about their products. Wanted a replacement strap for a Galaxy watch 4 but they weren't sure what they had would fit the watch I had, and if it didn't then I couldn't return it once opened! But pathetic and obviously didn't buy one.

This is 100% true. I put my phone in for a screen replacement... When I got my phone back. I said... "I gave you a blue phone. You've given me a black phone back???"🤨 The engineer who fixed my phone was there and (he's a lovely lad) we had this light hearted, back and forth type or argument about this.... No it wasn't Yes it was No it wasn't Yes it was... No anger all smiles (because it wasn't the end of the world. And I wasn't totally bothers as long as my phone worked....) He says... "Hang on a sec. I've actually still got the old back panel off your phone in the back" (because when they replaced my screen he kindly replaced the back plastic also) He walks out with this BLACK piece of plastic...... Then it hit me........ I reached I to my pocket and pulled out my BLUE phone cover..... Yes.... This actually happened..... Moral of the story? Never believe a word the customer says! They (we.... I...) Am always wrong 🤣🤣🤣 🤦 Otherwise... Greate store if I can ever show my face in it again.... 🤣

Not good, unhelpful & unreasonable attitude with in warranty repair claim! Said it was caused by me but couldn't confirm how ?? They suggested they wouldn't get paid by samsung if they did the repair because it was me that caused it! Funny that! As samsung direct repaired it completely free of charge because it was in warranty and was a genuine fault. Samsung Liverpool = waste of your time.

Bought 2 A13 phones and had old phones synced onto new ones. They gave good advice and were efficient bearing in mind the time they had to take with the techies. Very pleased with our purchase.

Nice and friendly staff that could answer any questions I had about the folding phones. Great to see never seen a store dedicated to sumsung before. Took a look at their latest tech and have a play or have a look into the future of foldable phones.

We arrived 10 minutes before our 3 pm appointment slot and were asked to wait as the engineer was busy. Staff were busy with other customers and we had to wait until 3:20 for the engineer. He was very helpful and advised against an uneconomical repair on my watch.

Had an issue with my phones software. Waited 2 weeks for an appointment only to be told their system was down that day so it would have to stay overnight. Basically all they have probably done is tried a factory reset, which I had done over the phone. Go to collect it the next day only to be told it needs a new motherboard but they wont be able to sort it for 2-3 days. I advised them I need it for work but the best they can do is 2 days later (i’m not holding out hope). I’m more irate that they obviously knew that before I had to drive 30 mins to town & pay for parking so why not call me to save me the wasted time? Had this been Apple they’d have given me a refurb and I think once this contract is over a return to Apple is long overdue. Girl was quite polite and helpful but obviously it isn’t her fault.

We took a phone back for warranty issues. The guy there was excellent and the experience in general was really easy and friendly the phone was posted back within 5 days fixed

I went in to treat both myself and my wife to a new phone but sadly encountered a few problems, well maybe not today but soon you will get the phone you want. The staff was amazing in trying to help as they were amazing I am just going to have to save up a bit more. The shop and the staff were amazing all the same and they really helped out thanks guys keep up the great work

Had an appointment in the store today and was assisted by Keith. Had to leave a review as the service I received was nothing short of excellent! A lot of negative reviews about the store on here but he couldn't do enough for me and gave great advice. Well done Keith 👏

Booked a phone in for repair which is covered under warranty, this had already been repaired by them recently and broken again within a few weeks. Now being told they can't fix it on the day of appointment after spending time and money to go to the shop as they have no parts and don't know when there coming in. Shocking service and would rather just go through samsung online direct in future.

Got a new A34 5g last week and had a problem with my WhatsApp. Saw Matthew in the Liverpool store who sorted it for me very quickly and didn't mind me asking probably to him, simple questions. Thank you so much for your help.

Not bad but assitants lie about how good a product is to ensure a sale, i was lied to about the new buds 2 pro when they have less controls on the buds, have less personalisation for them and they dont fit as securely as my older buds. Keep your buds+ people, the new ones ARE NOT worth the price!!

Called up customer support due to a damaged back panel. I was "booked" into coming to my nearest Samsung store for 2 days later and told it would be fixed within 45 mins. Upon arriving I was told they didn't have the part in stock despite it being only a year old flagship brand and I'd have to come back in two days for the repair. The final kick in the teeth was that I'd have to leave my phone with them for the two days before they'd even order the part! What a complete time-wasting grift! All this could have been told to me on the phone and thus saving me a wasted journey and money in travelling costs! Therefore, I went a few doors down to a small repair store called iSmash located within the Sky store and got it fixed within 20 mins and at a fraction of the price. I was lucky. In short, do NOT go to the Samsung Store for repairs unless it's truly a last resort!

This store and it's staff are awesome! Just what you would expect from a brand like Samsung. The manager of the store has a great relationship with staff and it's clear for everyone to see. The staff always greet you with a smile and deal with your query the best way they can. Willingness to help makes all the difference 👌

OK but....had to make 2 visits as not many staff initially. I was looking at S8 tablets and the member of staff I spoke to didn't know much beyond the basics. Got a better trade-in deal on Samsung website. Nicely laid out shop with plenty of stock though.

To preface this review, I will never buy a Samsung phone again after my experience with my S22 Ultra, which needed to be repaired due to a busted motherboard. I have had a very negative experience with the Samsung customer services team over e-mail who are sarcastic and love to parrot copy and pasted phrases instead of trying to offer practical help. This is my 4th Samsung phone, and the third that has either needed replacing or repairing. Never again. However, contrary to the patronising and arrogant e-mail team, the team at Samsung Liverpool are excellent. They were friendly, helpful, ran extra diagnostic checks to confirm my phone actually needed to be sent off and offered me an honest timeline of the repair. I had my phone back on the day I was promised - sent for repair on Monday and returned by post on the Thursday. How effective the repair is, I'm not sure as I've only had it back for a day but even so that's not the store's responsibility. But in terms of doing what they needed to and in a quick, efficient manner, I have nothing but praise for the Liverpool team. The wider company could learn a lot from this store.

i dont normally write reviews but after my experience with the samsung store in liverpool one i felt it had to be done. my samsung fold 3 had a fault with the screen, a black line down the middle when opened and the right hand side would not respond and i only had 1 month left in the warranty. i first spoke with their live chat on their website and the person was extremely helpful and polite and showed me how to do a few checks and then let me know this would be covered under the warranty and that they can get someone to pick it up for me and return it to me, but that could be 10 working days and during the chat they knew i used it for work so suggested dropping it off into an experience store would be faster. i booked an appointment with the liverpool one store at 6pm on monday, and spoke to a few staff, all were extremely polite and helpful. they confirmed it would be covered by the warranty and it would receive a new screen, hinge and batteries. to my shock i received an email 2pm the next day to tell me it was fixed and i could pick it up at any time. my wife picked it up this morning and its working perfectly again. this has really made me feel confident about buying more samsung phones in the future, very very impressed.

Very disapointing, I have been driving one hour to come in this shop and buy the Samsung Galaxy 22. A guy on the door has been very nice. However whem I went to buy the phone with one girl (Short with borwn/blande hair) she did not accept my italian ID and ask me for a passaport. On the website does not ask you any passaport. I had only a picture of my passaport but she did not accept. In the end of the day a drive one hour for nothing.