Samsung’s Returns / Replacement Process is a Mess – Two Faulty Devices in a Row

[gjw89]

So, I bought a Samsung Galaxy S25 Ultra, expecting premium quality and service. Instead, I’ve had two faulty devices, a painful returns process, and zero flexibility from Samsung. Here’s how it’s gone down:

Round 1: A Faulty Device (Camera Issue)

I ordered the phone, it arrived, and the camera had a fault. It wasn’t just a minor issue—the camera wasn’t functioning properly out of the box. Fine—things happen. I contacted Samsung, and they made me send it back first before they’d send a replacement. No advance replacement, no flexibility. You have to send the device back, they assess it, and then send a replacement, taking up to 10 working days. So, I was without a phone for over a week.

Round 2: A Damaged Replacement

Finally got my replacement—except the packaging was a disaster. The box arrived completely smashed in, with holes in it. I’m honestly surprised the phone didn’t fall out of the box given the gap in the bottom. There was absolutely nothing inside protecting the phone—no bubble wrap, no padding. The box looked like it had been through a battle (photos below).

I thought the phone might be okay inside, but after setting it up, I noticed marks on the screen that wouldn’t come off. Turns out, the screen is damaged—likely from poor handling during transit or before shipping.

Samsung’s Response: More Waiting, No Exceptions

I contacted Samsung again, explained the situation, and asked for a proper replacement—without sending this one back first. Given this is my second faulty device in a row, I figured they’d at least try to be helpful. Nope.

• They refuse to send a replacement first, despite this being the second problem in a row.

• They act like this is just a standard return, ignoring the fact that this damage was out of my control.

• I’ve had to buy a temporary phone at my own expense just to stay connected.

Samsung’s customer service has been incredibly disappointing when things go wrong. I even asked if I could exchange the device at one of their stores, but the answer was a flat no. It’s clear they’re not a customer-focused company like Apple or Amazon, who prioritise making sure you’re taken care of and don’t leave you hanging.

After this ordeal, I’m seriously rethinking my loyalty to Samsung. I’ve been using their devices for over 10 years now, and I also own a range of their other products—TVs, Tablets, Earbuds, Tags, and the Watch—but this experience is making me question if it’s time to look elsewhere for my tech needs.

Has Anyone Else Had This Problem?

Honestly, I expected better from Samsung, especially for a premium device. Has anyone else had issues with their return/replacement process? Did they ever make an exception?

[Piper123]

Hey there

Not a great experience on any level here.

Sadly though, and it isn't just Samsung, your experience is relatively common.

Many manufacturers and retailers need the old one back before they'll send a new one. Problem is, Samsung are very slow at doing so.

Also, whilst you may be 100% genuine in all you say, not everyone is, and the level of fraud and scammers is rapidly increasing so retailers have to build this into their policies at the genuine consumers expense.

[gjw89]

Not in my experience. I had a faulty tablet that I bought from Amazon. I contacted them, and the next day a new one showed up, before I'd even sent it back.

Same with Apple. A friends device stopped working whilst it was under warranty. I went to the Apple store with them and they replaced it there and then. 

There's something to be said for customer-centric support and returns processes, which Samsung does not have. 

[Piper123]

Not disagreeing with you here

I said many, not all, operate like Samsung.....

Your experience hasn't been great at all here 🙏

[moe192]

This is dpd fault not samsungs fault as dpd probably threw the packages around and messed the box up. But is the device working and everything? Any damage or faults upon opening and testing it

[gjw89]

It may be DPD but Samsung contracted them as the company to deliver it, therefore it's also their responsibility. There's also no clear reason why the phone was delivered without padding inside - meaning the phone box was able to move freely within the box.

The phone works - it's just the screen that is damaged. And I'm not willing to accept them for a flagship device.

[moe192]

Return the device if the screen is damaged it's there faulty for not adding any bubble wraps or protection on the box so return it and get refund but did you get discount and trade offers etc? Or full cash?

[Tech_Master]

Welcome to the dark side, this is just about the typical experience from Samsung, nothing strange at all, your expectations are way too high, adjust your expectations and you will be fine.

This happens to me almost every other order from them, we too have a ton of Samsung products, mostly high-end/flagship, TVs, White goods, Ultra Phones, Tablets, Smart watches, all kinds of Buds, etc.. meaning I spent 10s of thousands on their products, and is a Gold level Rewards member.

And yes, they NEVER do "advance replacement" no matter what, their process is designed like that, one product in => one product out, in that sequence, AKA they are NOT Amazon!

I faced tons of quality issues on arrival, poor packaging and shipment damage, useless customer support, that I developed measures to protect against all this,

For example, I never rely on their products only, I have spare phones, TVs and even spare Fridge from other brands, so when their stuff fail and they take forever to resolve, I have a backup, I also am very patient when something goes wrong, I don't count the time and expect 1 to 3 months until it's resolved, so just don't care about time.

This January I ordered 3 S25 Ultra phones and 1 Buds3 Pro, after many replacements, now a month and a half later, I managed to get 1 flawless phone and 1 flawless Bud3 Pro, still 2 Phones remain to be solved,

I shared my experience in this section in a thread below yours here https://eu.community.samsung.com/t5/samsung-shop/five-s25-ultra-orders-samsung-can-t-get-it-right-on...

As I said, very typical of Samsung, nothing strange, adjust your expectations!

[Rohit5]

same here Two Faulty Devices in a Row >first one with camera >seconnd with display and its typical heat management

Clarification on Display Issue

The black dot (dead pixel) near the front-facing camera was not immediately noticeable due to my preference for dark themes and wallpapers, which I use to optimize battery life. Upon switching to lighter backgrounds, the defect became apparent, confirming that it has been present from the start.