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

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.

Absolutely terrible experience. My son went in to buy a phone cover, he took the phone out to show the lady, mentioned it was an S20, which it was but it’s an S20 FE, she looked at it as I watched this happening from the doorway. We left happy but later on when he opened it he saw it didn’t fit the phone, we were sold the wrong product. When we went back in we were met by three staff members, I explained what had happened and took out his phone two of the three staff automatically said that’s an FE, they obviously had product knowledge. Unfortunately we were left very upset when the shop manager decided he wouldn’t exchange it because my son said S20, even though the lady had the phone in her hand, I asked him to look back at the cameras and see for himself but he didn’t want to know. This was a mistake on the part of the staff member not having product knowledge, Samsung staff should know a product from sight, unacceptable behaviour, just admit it was an oversight and change it for the 10 year old, not leave him in tears. He said he never wants a Samsung phone ever again. Response from the Manager: A 10 year old should now check what the experienced Samsung employee has sold him, after showing the experienced employee the phone and asking for a cover to suit. Was it to hard for your employee to hold their hands up and say "I got it wrong" give the young lad the correct cover and move on

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.

Of all the Samsung stores, why did they keep this one open? Assumed from previous experience that I could purchase a new phone and have the previous phone synchronised and collect an hour or so later? 6.5 hours later and phone not synchronised. Attempt 1: select, pay and leave the phone with them for 1 hour as advised. Returned 1 hour later to be advised that the phone security lock should have been switched off, so nothing done. Attempt 2: come back in 1/2 hour and it will be complete? Returned 1 hour later. Attempt 3: "you have a lot of data on your phone, it will take longer, please give us another hour". Checked the phone and very little had been synchronised. I allowed more attemps to fix, but pointing out missing apps, further attemps were made. Final statement from "deputy manager"; "yes we got it wrong and didn't follow procedures, but it is not our fault". Refused refund, refused any compensation for my wasted time, basically refused to remedy any of the poor performance, "as they did try their best"... Now going to spend the evening and probably the next few days trying to remedy the issues they created. If you are going to purchase a new phone and more critically need to have all the data and apps transferred over, this is the last place I would use, especially if you do not have a spare 6.5 hours free.

AVOID!! I'm a fan of Samsung products but this store is the worst and puts me off the brand with its customer service. Recently been to the store to check a problem with my device and was served by a member of staff that I am very surprised still works there having had a previous problem with them a couple years back. The advisor I was served by Malik i am surprised still has a job he is very aggressive and doesn't seem to care about the customer at all, once again the same as he was when served by him a couple years back didn't care and wanted to be done with me as quick as possible and not wanting to listen to what I had to say. I put a complaint in against him originally but I guess like I did say when making it that it won't mean a thing. When previously being served by him he was in my face and my partner at the time felt very uncomfortable with his attitude and aggressive behaviour, this time was similar aggressive approach and when I questioned him about my issue he didn't want to know because I knew more than he did and again the attitude from him grew. Like I said I'm surprised he still has a job as very unprofessional and not customer focused. Sadly this is the closest store but I won't be returning or buying from this shop when you employ aggressive staff who don't care for customers AVOID!!

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.

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.

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....

Really disappointed with my experience at Samsung today. Firstly, on the positive side, the staff were polite. That's it really. My phone broke a week ago and I took it to Samsung. They said I would have to book back in and they could look at it while it's still under warranty, so I returned a week later, very much out of my way. I was then told that the software on my phone was under warranty but the battery wasn't. They said they may be able to fix it for free but if they couldn't, I would have to pay to fix it and even to pay just to have it returned. So in my mind they would basically be holding my phone to ransom. Now, I haven't done anything to my phone. I haven't dropped it, banged it, got it wet or anything. It just suddenly stopped working a month after the 12 month warranty ran out. I feel completely let down by Samsung and the service they have offered. I know if it was an Apple product it would have been fixed without any charge to myself.

Quite possibly the worst customer service of any shop I have ever been in. First time I went in I was met by an Australian guy who thought he was Mick Jagger and swung his arms around at me like he was at a Rock Concert and didn't seem to have a clue about repairs and was telling me to come back on a Tuesday because they don't have parts at a weekend even though I had made an appointment previously on the Samsung website. Second time I went in the poor girl Kayley who served me just didn't seem to want to be there and instead of dealing with my repair request seemed more interested in getting me to buy a phone instead of repairing my phone and again told me I would be days without a phone and to come back on a Tuesday. There seems to be a push to get customers to come in on Tuesdays for some strange reason. Don't even bother trying to waste your time ringing this store either because they never pick up. This experience has put me right off Samsung.

My old A3 was dying so I only decided 3 days ago to get a new phone. I popped into the store 2 days ago and spoke to James made me feel at ease straightaway. I had a number of reservations regarding the phone (A50) itself being such a big step up from my A3 and the finance options but James wasn't pushy and helped me come to a decision. Unfortunately I did not have the necessary ID for the finance with me so I went away to discuss other ways of paying with my partner. Yesterday, I spoke to Emma on the phone to ask a few more questions and she invited me back to the store to talk to her. Within a few minutes the deal was done and Emma even sorted out most of the transfer of data from my old phone for me. Also, knowing I have the option of a free tutorial is a real help if I get stuck. Thank you very much, I would not hesitate to recommend you guys and hopefully will be back in the new year when my partner upgrades his A5.

booked in for a phone check on my Samsung fold as the screen is starting to split and the sound is really poor on phone calls , the engineer did various tests and told me the phone was perfect .even though on the log it showed lost volume , he then told me the phone was perfect which it is not . I then decided that the phone was no good to me as I couldn't hear phone calls ,and asked how much for this perfect phone in part exchange against a new note he then informed be he would have to test the phone again before he could give me a price ! wait there I said you just told me it was perfect but now to parted you have to test again I decided after 40 mins of my time the store manger was being dishonest picked my phone up ad left this phone was £1890 from this store just over a year ago and is now useless beware when dealing with Samsung especially with the top end products they don't like fixing them

Very disappointing visit to this store. My Samsung S6 wouldn't charge. It had been an intermittent fault over the preceding few weeks and had been sorted by restarting the phone initially but at the end I tried all the various online tips and nothing worked. I took the phone into the shop and I told the assistant everything I had tried and how it previously worked. He took the phone for testing and said it needed a new part which would take 3-5 days. I was contacted the following day to say it had been fixed so i was initially really pleased they had pulled all the stops out so I wouldn't be left phoneless for long. My husband collected the phone for me the following day and was told it didn't need a new part it was simply a software issue!!!! I am not impressed that they could not have sussed that when I rang with the details or the day I took it in. Supposedly Samsung experts?!

Called in your store today after having problems with my phone after I had some software problems removed by another company. Unfortunately they could not get the phone up and running again. I was told I have to wait for 72 hours then log in and do things again. That did not work. Came in to your store and Sylvia got straight to the problem and sorted it. She explained a few things to me about the phone which where easy to follow. Did some uodating for me and told me about your free lessons for Samsung users. Did not know of that and it is something that I in tend to follow up. And let someone else kn ow. I did not expect to find this level of service. This was a rare occasion when my expectations were exceeded. Sylvia was very friendly, informative and professional the way she went about handling my situation. Indeed I have to say flawless. This hardly ever happens. Dave Smith

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!

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.

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.

I was served by Graham last week and he was soooo helpful!! I'd had some issues with my s7 edge and my provider had fobbed me off and sent me into the Samsung store. (To be honest that was the most helpful thing they did!!) After running a quick diagnostic it turned out there wasn't an awful lot right with my phone. Graham talked me through the report and explained the process to fix it with a great amount of detail (most of which went over my head) but never the less his knowledge was incredible without coming across as arrogant. He gave me some helpful advice which lead to my provider actually replacing my phone even though it 'wasn't part of our policy.' I even felt the need to go back into store after dealing with my provider to thank him for his advice. Brilliant service

I will leave my experience people can make their own mind up as to the level of service. I rang during the day about the availability of a phone I was told I could come instore to order one, later in the day I rang again spoke to Malik deputy manager if this was still possible I explained I was about to jump in the car he assured me it was still possible to order. 45 mins later I arrive to be told by one assistant it was available and then by another there had been none available since the day before. The manager couldnt explain why 3 of her staff didnt appear to have a clue and offered me nothing in recompense for the time petrol and car park fee wasted as they say once bitten twice shy having spent a fair amount in this shop recently my business will be going elsewhere

My three experiences with this store have all been positive. Went in today for an hours tuition on my S7edge which I knew had zillions of features I don't have a clue about. Peter was amazing very patient, understanding, helpful and kind. I learnt a lot of useful stuff and will be returning next week to learn about the cloud for backing stuff up. I can now use my S7edge as a remote for my TV, can send photos and music direct to TV all thanks to Peter who really knows his stuff. Hannah was really good when I went into the store to buy a new phone and her knowledge and customer service were also fabulous. When I rang to rebook my tuition session I had no issues in getting through and my problem eas promptly resolved. Thank you Samsung Experience store I rate you 100%.

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!!!

Amazing service from Sam who helped me with a broken screen and hinge on my flip 4. I'd only had it 5 months and was devastated. From start to finish Sam was amazing. Told me it would take a day to complete which i was delighted with as Vodafone were telling us it would take weeks. My fiancé also needed a screen replacement on his fold. No problem. Sam booked both phones in and told us to come back in an hour for my fiances phone (Adam, I believe, was the tech guy fixing the phones). We came back a couple of hours later and Sam was there to greet us straight away - told us both phones were ready! He was just great - friendly, welcoming, and the whole experience was just a joy. We'll done to the team, especially Sam and Adam!

Very disappointed experience. Went in with my wife to trade in and get two brand new flagship phones. Once there we find out that not only is the colour we wanted specifically online only and they don't carry the stock, but the trade-in offer online, while being available in store, applies to a more limited selection of phones, despite them still selling the phone I wanted. A completely wasted trip because the staff can't do anything to match their own online offers, can't complete the sale in store, and basically just had to turn us away. Staff were wonderful and polite and professional, but it was quite clear they felt unhappy as well that they're effectively not allowed to compete with their own company website!

Contacting the store (Liverpool) seems impossible, I have been to the store and bought 2 phones and 2 SIM cards one had a quality issue in the first week and took a week to resolve but good enough they did and the SIM bought with it worked fine, the other phone worked fine but the SIM bought with it was already registered to someone else, how the he'll does that happen?! Then taking that back to them on Saturday I was asked to leave it with them and they would contact me Monday, its now Wednesday and not even a phone call! What a Joke!! Very unprofessional and uninspiring..... Maybe by the weekend which will be the end of week 3 I might actually get everything I bought working together..... very unimpressed!

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.

Very helpful sales staff who offered a deal on S10+ 512 with a trade in on old phone. Spent quite a while with sales staff going through all the functions of the phone and the price was repeatedly confirmed. Went through the purchase process and then told sorry price has gone up £100 as sales staff made a mistake and deal is only available on the 128 version. Complete waste of time and mislead as 128 version was never discussed - left feeling very dissatisfied with the service and dishonest sales staff who tried to persuade me to take the 128 at same price, no thanks you made a verbal contract for sale of 512 version and mislead me wasting my time.

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.

Had dropped my phone after a small accident on my bike and smashed the screen right in the middle. Phone would still come on and the touch display still worked. As the store has recently re opend I was a bit worried that it would be over busy with repairs. Greet with 3 amazing staff members who booked my device in after I had backup using Smart Switch. Phone fixed by the end of the day which I was over joyed with and my S20+ came back with a new screen protector. Amazing service and the staff were top! Thanks again!! (Please bare in mind that they all looked super busy so I was advised the repair may take longer)

Yesterday I took in my sons phone into the Liverpool one Samsung store as it had developed a fault, I was initially seen by Josh the manager who explained he would get a Tech and advisor to see me. I spoke with Sam who explained what was going on with phone and advice on procedures and other advice, Matt then came and took details again explaining what would happen and other advice and tips. I'm a in total oar of the customer care I received this store all the members of staff were friendly, knowledgeable, efficient and this kind of service is what will bring customers back. Well done and thankyou

Horrible experience... Bought a S21 two weeks ago and today it stopped working (no service). The person who serviced me was so rude. First he sent me to 3 mobile for a new card,then tried all his colleagues card's,disconnected diagnostic 3 times and after 1h he told me that it is my fault because I have to many apps. All I had was from my old phone not even one new.Asked which one is the problem,he said I don't now but they are to many you should download only those with bilious of downloads.I even have a insurance plus... Lost all my data.DON'T GO THERE THERE ARE PLENTY OF OTHER STORES

Visited this Tuesday, found the stores easily in Lpool 1..I must say that the staff were just brilliant and most helpful . we bought a new phone and they transferred everything and sorted us out on the new phones dos and donts etc ...we went around shopping for less than an hour in LPL 1 ..returned. new phone sorted all swapped ... A great friendly service . special thank yous to Steve and Susan. and all the staff ... store is well laid out plenty of seating areas and work tops etc ...... I cannot believe some of the less than helpful reviews I see here .. highly recommended.

Please don't waist your time going to this shop, they want to charge me at first 200£ then after 600£ for repair of screen, as there was a pixel on it even phone had warranty, Samsung online did it for free.I am glad I have enough brain not to pay and tried Samsung online.This shop is saying they are samsung but they just work for samsung and if you are reading please don't go there and do not waste your time.Go online and Samsung will do all for free. There would be longer waiting maybe but just don't believe what they saying, they are not actual Samsung.

Malek and Young Clarkson, thank you so much gents. Truely one of the best displays of customer service I've ever received. Being locked out of your phone can really hit pause on your entire life. The guys identified I was in a genuine emergency if I didn't get into my phone, prioritised because of that and I cannot be more grateful. It was refreshing to deal with competent humans who are capable of showing initiative on when SOPs may require to have an exception. Again THANK YOU. Might be in the market for new earphones, if so I know where I'm coming o7

The customer is always... WRONG!! Although some of the staff here are friendly, I found some to have very poor customer service skills and lack people skills. I had an issue regarding damage to my phone screen caused by a Samsung case only 2 days after purchasing it several months ago, although they wouldn't fix or replace it. They are good at selling you a deal, but not when the phone goes wrong due the blighting of several policies which basically ensures there is little or no warranty whatsoever. after several complaints over the phone i gave up.

A really poor experience. I turned up early (my fault) but I was left until the minute of my appointment whilst four samsung staff stood around talking next to me. When I did get seen they did not have the parts to fit my phone and told me I would have to leave the phone with them for 5 days or come back in again and see if then had the parts in. I went next door to the sky store instead and they fixed in within 40 minutes. I've got an s.20 and it is an excellent phone but I will never bother with the samsung store again in Liverpool One.

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!

Joke . Had to take my sons phone in for repair on Saturday 4/12/2021 . Was told the part they needed was in shop so phone will be ready next day . Went back to be told it'll be ready Monday because the part had to be ordered in. They said sorry for the mess up it will definitely be ready Tuesday. Goes back Tuesday no phone because delivery had not arrived so now 5 days in we have to wait for a call to let us know when it's gonna be ready. We should of gone to 02 shop he would of had it back now . Never again will I go that shop

Went in to buy and was offered a teaching session re The Cloud. Peter was cheerful and responive with a good sense of humour. He adjusted his delivery to my level of knowledge. He gave good advice and explanations without trying to appear as if he knew everything or trying to use technical words to demonstrate his superiority. He listened to my questions and gave answers which were relevant to me, not just a rote answer that he had leaned from the textbook. Quite refreshing. Thanks Peter.

I phoned up customer care to get an appointment as my phone battery does intermittent charging. Phone Service agent was very helpful and polite. I was at store half an hour early, told a staff that come for appointment and he has welcomed me but another staff from the store spoke sarcastically to the staff that customer is early and kept the tone of insult and he pointed to a seat and said to me "enjoy". On my appointment I felt that agent is more interested in selling other products.

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. :(

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

First and formeost I have to state that I haven't visited the store....mainly because I can't get an answer when I ring the store. Upon ringing I am met with 'It's not been possible to connect....' then I ring again to be met with 'BUSY' tone! All I wish to find out is if a certain product is stocked so I can either pay and get delivery or come into store! This is exactly the same for the Manchester store! I can and will change my review when and if I can get an answer!

Disappointed with this store, was told there was a promotion for a book cover along with my purchase only to find that the promotion has ended months ago, surely the staff working here would have known?? It also clearly stated on the description panel infront of the tablet. Dont think I will shop here. Better to shop online instead. No finance for that tablet but they have it online. So terrible service in this store. Recommend people to check and buy online instead!!

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!

The shop itself is nice. But the staffs are not. Super pushy and arrogant salespeople. Literally lied to our faces saying there's a "flash sale on and they don't know when it would end". Literally says the end of the sale on the phone info. So If you want to check out the latest phones Samsung has to offer, be told you're making stupid choices, and be lied to this is the place to go. I love Samsung, but I would be hesitant to buy my device from this place.

Yesterday I attended a training session aimed at getting the best from my new Samsung Galaxy 6. It was excellent. Peter, the young man who took the course, was extremely patient: he explained everything in a clear step by step fashion and responded well to all our questions. I wish I had done this years's ago and look forward to attending the next 'more advanced' session. Thanks Samsung (and Peter) for providing such an excellent service.

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.

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.

Brilliant experience in store especially in the tutorial. I feel much better about using my phone and I would recommend a tutorial to be used by anyone even if you're well versed in using your mobile. Very beneficial. Peter delivered it in a very clear, very informative and very easy to follow way. His attitude and friendliness was excellent and he was very pleasant as an employee to a customer. I'd recommend him to anyone.

Absolutely exceptional service from all the staff that helped me. Especially Sarah. I was in the shop and total of two hours, not because I was waiting, but because I was shown every possible option to resolve my issue and all the deals to save me money. She couldn't do enough for me. At this time of year when shops are at their busiest, to receive such personal and informative service, is very refreshing. Fantastic.

Absolutely brilliant experience, sorted my wife's phone out for her after we turned the phone off and didn't save password so total wipe they guided us through resetting it. Shout out to Mathew and Keith who were amazing looking after a pair of dinosaurs like us. Would highly recommend them and all the staff who made something traumatic too us totally an everyday thing to them. Many many thanks.

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.

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.

I'm a couple of months late writing a review. But these guys were great help! They helped my dad with his phone, treated my mum so well when she upgraded her phone. Both services I was impressed with that I went back and upgraded myself! Adam and Sylvia are the two nicest people you'll ever come across! I hope they are both still there giving more joy and help to everyone that visits =D

Repair was done to a high standard, just found the staff a little rude two walked off as i walked in and then the one that served me sent me out for 15 minutes then when i came back served me, after that the experience was generally good. Just find in customer service id expect the staff to perhaps seek to help customers, due to their being about 4-5 members staff on the shop floor.

Sylvia went above and beyond to provide me with the ultimate Samsung experience. She was so warm and enthusiastic and really made purchasing my new technology a pleasure. As somewhat of a technophobe, her in-depth knowledge and customer service were evident and I want to congratulate Samsung for having such a considerate and kind member of their team. A first rate performance.

No point in going to them or any issues as they can't help you as they are not connected to Samsung they are just a franchise and are unwilling to help in anyway in getting a tablet repaired or replaced due to damage caused by samsung repairing the tablet whilst they were under warranty and then blaming the customer and denying any responsibility. Do not buy from Samsung.

Pretty poor really I use a lot of samsung kit phones TV etc yet the staff were very uninterested. Will still buy samsung but either direct or via John Lewis to get the 2 year warranty............... The funny thing is their reply to my review which was just corporate blah blah, they never asked why I was disappointed............ Just maybe Samsung that's the problem?

Very disappointing, I was interested in upgrading to a S20+, but wouldn't let me into the shop, just talked to me in the street. I didn't even get to see the phone. Even with social distancing, other shops allow you to enter the shop subject to restricting numbers. Not a good way to do business at all especially when you are considering spending getting on for £1000.

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.

Absolutely fantastic service from Sylvia. She has the patience of a saint. Did everything I ask for nothing was to much. I took so much of her time and not once did she make me feel rushed. Sylvia even put up with my very loud wind up merchant of a husband and coped with him very well. Lovely she needs promotion. Thank you so much Sylvia x

All staff are very courteous and helpful. Peter, the trainer, is excellent...very polite, knowledgeable and best of all interested in my various challenges and enquiries! I feel I have really progressed in confidence using my smartphone and that is all entirely down to Peter...a wonderful staff member (extremely talented member of staff!).

Just popped into Liverpool Store this wet Summer afternoon in the hope of some advice relating to my mob. I was greeted by Sylvia who, within a few minutes, was able to help me with couple of problems. She was friendly, very helpful and most informative..many thanks for this first class customer service...highly recommended..thank you..

The vibration stopped working on my watch so I booked it to get a quote on repair, they fixed it for free for me! They apologised as it took a little longer than average to repair as they had to wait for replacement parts, it was only in for 4 days! Really helpful and super friendly staff, will recommend this store in future …

Arrived at the store. I bought a flagship Samsung phone. The screen has failed, however I still have to pay £119 for a screen repair. I've purchased a minimum of ten Samsung phones over the last eight years. Due to feeling under valued as a customer I will have the phone repaired, sell it, then go to a competitor. Very poor service.

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 …

Excellent both Matt and Sylvia were very helpful and I walked out with a new phone and money in the bank and feeling really great. Would highly recommend the store for they made me understand everything down to the last detail. They were both very friendly and I felt very comfortable talking to them. Well done Samsung! !!!!

Came here yesterday 13/11/21 and had an amazing experience. The product knowledge is second to none and after a really bad experience with the Vodafone store I'm really glad I went and bought direct. Josh and his manager (the ginger one who I sadly can't remember his name) were amazing and really sold me on the product.

I have no words and would give 0 stars if I could on how I was treated and the experience I had. They wipped my phone of sentimental stuff when I was promised they wouldn't. I only wanted a screen repair. I was lied to and was also miss sold a new phone. The staff didn't care. Not even a sorry. Disgusting! DONT GO HERE!

I went in with my son's broken phone to see if they could take off the data. I spoke to Sylvia who was obviously so knowledgeable. I was offered good sound advice without being pushed into buying anything. Very genuine but most importantly knew her stuff. Will definitely use Samsung again, thanks Sylvia. Jo

I've owned a S6 phone for a while and just bought a tablet. I was unsure how to connect the devices so booked a tutorial with Peter. I ended having a 2 hour session which went so quick. Peter delivers his sessions on a non tecky way so you fully understand. Plenty of time for questions. Highly recommended.

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!!

There is a grey line at the top of my phone, booked an appointment and was told it's not covered by the manufacturer's warranty. I will be switching to iPhone after a few bad experiences with Samsung. I was told this is common with Samsung smartphones. The technician had outdated knowledge of Android OS.

Thank You to the young man who assisted with advice on our 11yr daughters mobile phone. Very helpful young man who didn't once try to sell us an alternative or push us into having the phone repaired. The store is exceptionally well laid out, with all of the latest Samsung products...very tempting! ❤

I have never had a member of staff give me so much of their time. I am extremely pleased with my purchase and am going away with the knowledge that I have made a perfect purchase for all items I have purchased. I would recommend going into this store and asking for Sylvia if you want the best service.

I rang ahead, was promptly answered in a very friendly and helpful manner. The experience in the store was equally pleasant, Daniel being extremely friendly and really able to accommodate my needs. He was very knowledgeable about the mobile phones I was interested in. Would come back in a heartbeat

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!!

Awful place. No help whatsoever. Went in with a problem, showed me nothing that I didn't already know. Came out disappointed. Recommend samsung, but it's no wonder most of the Samsung Experience Stores are closed down if this is the service you get because the experience you get is one to forget.

Went in as my selfie camera was blurred they said it would cost over £100 to fix and there may be other issues and you might aswell buy a new phone took my phone to another phone shop and they replaced the camera for £30 and no other issues almost bought a new phone my phone is as good as new now

These is not the first time I experience from the particular store. All the staffs are so helpful, except the manager he is so rude , his customer service is absolutely zero. To me his attitude is I don't care,we can sale anything. What a shame for such a lovely store have a management like him.

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.

Recently booked my Samsung galaxy fold 3 for repair this evening with Simon. I was so impressed with his knowledge and in no time I was on my way with my phone fixed and how to keep my phone and apps in working order. Superb customer service and experience. Highly recommended . Thanks

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.

Best customer service I have had for a while. My daughter was very indecisive when choosing her new phone. The young lady who served us was very patient and really helpful. She spoke to me very polite amd managed to switch when talking to my daughter. I woukd 100% shop here again

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 …

The manager is a fraud!!! I used to love Samsung, but not anymore....i specially dont recommend z flip or fold...they are easily prone to damage and the manager will blame u for any damage even if it's not ur fault... that store requires a better knowledgeable manager!!

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.

I recenty purchased my first smartphone from this store. I had an initial training session a couple of weeks ago followed by a really good 1 2 1 training session yesterday. Both were conducted by a trainer called Peter who was excellent. Great back up and support.

I went in there today as I had the below error message on my phone and as a result I've lost all my photos, videos etc on there and didn't find the staff very helpful especially after contacting your live chat team last night saying they would be able to help me.

Exceptional customer service in store, they where amazing. I've never been happier they where so helpful and explained everything at I pace in could under. They ensured that I was happy at every step. I most definitely recommend. Thank you Sarah and Sylvia. …

Lovely store very clean and the staff were so lovely. They couldn't fit me in right away to help with my issue but made an appointment for me to return. The overall environment was brilliant, friendly and welcoming not like the clinical feel to the apple shop...

Are you having problems with your phone?? Samsung staff will always accommodate by advising you what the problem is + can fix many problems. Would definitely buy Samsung products due to the after care service. Thx Samsung. You have helped me alot over the years.

Cant praise the staff enough for helping me trade in my old device for a new one. If you not tech savvy like me then they'll break it down it terms you understand. Place was busy during my visit but that didn't take away from the excellent service I received

Booked my phone for repair with Samsung Liverpool and the service was fantastic by our technician called Jay. He explained everything down to the tee, and repaired the screen very quickly and efficiently. Thank you Jay, you have restored my faith in samsung!

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.

Great store but the staff need better memory and use their eyes. I have the new s21 Ultra and was asked twice if I was looking g for a new phone while it was fairly obvious I was trying the cases on my phone. Also, prices for accessories are far too high.

I went to the store yesterday as my phone has been acting up and would not charge. I went to one of the employees and was told to 'Go home and let it charge' after I told him what the issues where and before I could say anything else he walked away.

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.

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