I received great help with a broken phone and pre-ordering a replacement at the Samsung Experience Story at Yorkdale Mall. Full points to the staff for being thorough and showing empathy to customers. Where the store management failed is two-fold: 1) Management did not staff the store sufficiently to handle the long line-ups for pre-orders, leading to disgruntled customers and stressed employees. 2) Management did not alert Samsung that the online booking system for pick-up appointments offered time slots well outside of store hours - as early as 9 am on Sundays while the store opens at 11 - leading to more disgruntled customers, who assumed they would be allowed in by a staff member, and greater stress for employees when the store finally opened. Where is the much-touted Galaxy AI when users really need it? read more

My partner and I were both hugely impressed with the Samsung Experience Store at Sherway Gardens. Sukcharn and his team were friendly, thorough, efficient, and helpful. They provided excellent customer service in transferring data from our old phones and setting up our new S24 Ultras. The fact that we made an appointment in advance might have helped us avoid the slow service that some people have complained about, but on our two late Thursday afternoon visits there were no such problems. There were plenty of staff members on the floor and customers were being well looked after. When we arrived for our appointment, Asher greeted us right away and turned us over to Sean at the service desk. Sean took charge right away, completing the transfer and set up smoothly and quickly. The whole process took only about 15-20 minutes for both phones. Once this was done, we asked about screen protectors and cases. Although Sean is more of a service specialist, he was able to recommend several Samsung options. He also admitted (honestly) that none of them are as robust as the Mous cases on the phones we're replacing. (We have new S24 Ultra cases on order from Mous, but they have yet to arrive from the UK.) Sean transferred us back to Asher, who not only showed us some good cases and screen protectors from the store's great selection, but installed our choices on the spot. This service saved us a lot of time and hassle, especially with the screen protectors which never seem to go on properly. Best of all, we were charged only for these accessories, not for any of the services we received, much better value than we expected. Overall, our Samsung "Experience" was terrific in every way, and we hope that this positive review will help to counter some of the negative comments we have seen about this store. read more

The customer service was very bad. After payment I finds out I have a SPC discount. I was told the money has to be returned to my cards, I told them to only give me the refund of the discount. They said no all payment will be refunded, and then I will repay. But the refund never hit my card, even as I am writing. Worst the sales representative could not fixed my SIM back to my old phone, as he met it, because I could not have the new one yet. Now data is not working on my old phone because he could not just put SIM back the way he removed it. This is really causing me a lot because how do I move about? I have appointment to caught up early morning, how do I go about this? This is really bad; at least if you could not render good services you should not make case worse for customer. Now my money is pending and I can't make use of my old phone, which was working effectively before entering your store. The staff just keep you waiting and they will be no where to be found. They succeeded in wasting my time from 6p.m to 9:05p.m. It was really bad read more

I Do NOT recommend samsung S21 5G at all!! It's useless! I absolutely hate this phoen and paid WAY to much for a slow, glitchy, data eater. The only good attribute of this horri le Phone is the camera. I am sure we can pit all of that on a 4G phone and not charge like it's a buy able usable device!! I am so upset I ask a random person to step on it on the TTC! I do not recommend buying another sumsung 5g phone until they significantly increase the calue the flagship line. They really bit the big one on this. Ooo not to mention it eats battery like a hog on wild. My A71 was better minus the camera! Even that is comparable it practicality. I am so upset with this product. I honestly would not recommend 5G i don't think it's safe or smart we are being sold a false. Do not buy future devices that connect to the 5G network. it's invasive and not even fully online yet. Verdict!! No. Not worth buying! Unless they really up the game. I would not buy another device. Thanks. Solomon Christiansen read more

Staff here know their stuff! Lots of products that wow you. Plenty of choices and options. Just stopped in to ask a few questions. No purchase today. read more

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I love my Samsung but you wont get the same great service here that you do at the apple store . The store had a lot of staff that were hiding in a back room and came out slowly. I bought a screen cover there the person that was helping me out attend to other customers while I waiting for him to finish up with me . He didn't know that there was still a sale at the store . When he asked his manager . Manager seemed annoyed like he was not happy to be working there . Samsung should hire someone from the apple store to train there staff . Very grumpy staff . read more

The experience with this store is disappointing. sales or service they are all slow and some of the sales people have no clue about customer service. It reflects badly on few who are good. always disappointing. bought a new z fold 5 paid $2000.00 was told I will be called or e mailed immediately. I waited patiently for several days and upon phoning the store found the phone was in and no one bothered to call or e mail as promised. A sad sack of a Samsung experience. Samsung needs to do a sales people clean up here. read more

yelp destroyed my tablet that's right I said yelp destroyed my tablet...true story. was uploading photos to yelp on Saturday evening to which my tablet powered down and wouldn't come back on no matter what I did, power buttons or nothing...completely dead. I reached out to Samsung and they asked me to swing by this location at my tablet was still very much under warranty (4 months), so Sunday afternoon, I made my way over to the store, this situation was not a fun one, at first they had a hard time determining if my tablet was a Canadian model or not, I told them I purchased it through amazon, I asked why this would make a difference or not in the process they had explained to me that with tablets it doesn't matter, but with phones they can only service Canadian phones, for example, if someone was travelling to Canada via the states and the phone breaks, Samsung in Canada will not touch the phone. having said this, I still wasn't sure why this detail mattered if my tablet was or was not a Canadian model. after about ten minutes of searching success! my tablet is Canadian...just like me! so the csr filled out paperwork on his computer, took information down from my drivers license, then the big question happened. "what were you doing when the tablet crashed" uploading photos to yelp the csr kinda looked at me like I had three heads he proceeded to write the answer down but I felt like I wasn't believed, which is fine, its what happened. I was asked if I could go to the heartland town centre to take care of this warranty, I told the csr that this was not possible and wouldn't be possible for a couple of weeks due to my schedule. I was told that the tablet should be repaired in 5 business days more then likely, I replied with no problem. the paperwork got drawn up and the csr gave my tablet a visual inspection, I would akin this to an inspection of a rental car, every detail was looked at and written down, he had expressed his fascination with the quality of my tablet, to which I explained that my tablet has been in an otterbox case since the minute I opened up the tablet. he had erroneously wrote down that my rear camera was scratched, to his surprise I forgot to peel off the plastic cover that comes from the factory for the tablet (I don't use the camera feature at all) when this visit was all said and done the tablet was handed over for warranty. when I asked for the csr's name, I also asked for a pen, and wrote down his name and decided to tell me that I made that situation awkward? I laughed at him over that. my tablet was fixed in the five day period which I was really hoping that it would have been fixed sooner, thankfully free of charge, just my time and two trips back and forth to the mall. I got my tablet back in pristine condition as tablet looks flawless, the motherboard was fried and sadly that caused a lot of the issues I've been experiencing over the last 4 months with this tablet. in short I was upset over the 5th business days as they put my priority as a medium status and when I got my tablet back it was with a 2% battery charge, I would have at least expected that this unit would have came back with a full charge, when I brought this up to the csr who was serving me, she claimed that they could "quick charge" the unit on site, I told them I didn't have time to wait due to my schedule, she proceeded to grab a cord anyways and try to plug it in, your not listening at this point and I refused to go through with this. I was also a bit miffed that they had phones and tablets on display with wireless keyboards, but the keyboards were not available for sale, not on the walls, in any display cases, OR pricing mentioned for the keyboards as well. very clean store, lots of staff at this location as well, and everyone seems to know what they are doing. would go back, even if multiple staff made things awkward for those who want to know the warranty process in store took 45 minutes from start to finish. read more

Came by to take a look at what samsung corporate offers the consumers rather than the diverse RoBelUs Henry ford colour scheme. There were no pushy sales and lots of gadgets to try out. The staff would assist you but no sales pitch given. While playing with the phone I over heard a conversation of a discount being run and when inquired, was given the run down and walked out with a new phone at just a little more then what I would have paid with a 2 year plan at any big 3. I was also able to get any colour from their line read more

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The only reason I made the trip to the store, was that they had a promotion running for a VR as written on their website. Which according to the locations written, a trip had to be made to the store. On arrival, the sales representative indicated that they have the Silver and Golden S7 in store, which was a good start. Then when I asked about the offer, he directed me towards the Bell offer for the VR. And then I indicated that I was looking for the discounted VR price as I have a different service provider. On which he said that the promotion was no longer valid, then to add to it that they didn't have any in stock. So even if it was running there is no way he could be able to sell me one. At which point I told him I'll prepay, and he said it wasn't possible. Upon arguing a bit he asked me to contact 1-800-Samsung (FIRST TIME). Which was an utter complete waste of time and just arguing about the same thing. She kept directing me to the Bell offer and I kept staring that if I chose Samsung as my purchase location, this was the offer displayed: the one with the discounted price. Eventually she gave up and gave me the Sales Department No., as she was unable to assist me anymore. So I call the number she gave me. And to my surprise it's the Samsung Experience Shop which I was just in and speaking for the same person I met. And again referring me to the Customer Support. At which point I realise it's a closed loop. So I call customer support (SECOND TIME) and after explaining everything again. They gave me the number for the Promotions department. I called them and they were closed. So I call customer support (THIRD TIME), and this time the person tries to make an effort to help, but in vain, since he indicated that he is from the "technical" department. Anyways, no use... So am stuck in the empty loop... I'll give the Promotions number a call tomorrow and see how things go. Overall, the worst customer experience ever..... read more

I came by to visit this store to try out the display models for the Samsung S7, a week after it was released. It was my first time visiting this store and I thought it looked very nice. There were certainly a lot of Samsung representatives available to speak with. I was interested in getting the Samsung S7 Edge, but apparently only the black onyx model was out; the silver and gold colours were not released yet. The representative told me that these would be released on March 28 and she recommended me to "pre-order" the device in the colour of my choice. I actually wanted to make use of their promotion where we could bring in any device and get a discount of about $120 off my purchase...this promotion was for up until the end of March. The Samsung representative told me they could not honour the promotion even if I make a deposit on the model I want, which I think is bullshit. Why even bother advertising this stupid promotion if its only limited to one colour model? So, I made a 50$+tax deposit, in hopes that on March 28 I would get my Samsung S7 in silver and that I could also get the 126$ discount by bringing in any old device. On the day I made the pre-order the lady said someone would give me a call when the device was ready to be picked up/bought. Fast forward to March 28, I still had not receive a call from anyone at the Samsung Experience Store. I made multiple calls the previous day and the day of March 28 to check on my pre-order but the line was constantly busy and I never got in contact with anyone there by phone. There was seriously no other way to get in contact with a representative who could check on my pre-order unless I made a visit. It was extremely frustrating as I know they have a lot of samsung representatives at the actual store who do nothing but stand around. I made another visit to this store, (which is the only store of its kind in Ontario). I asked a representative about the status of my pre-order and all he could tell me was that they had only received 12 devices in the silver or gold and that they are expecting another shipment "hopefully" by the end of the week. What in the actual fuck? How the hell are they only receiving only 12 devices when both silver and gold are exclusive to the Samsung Experience Store? What was the point of placing a preorder when it is not fulfilled for the release date. The conversation ended with him assuring me that they will give me a call when my device is ready. Just wonderful. Now it has already been another week of waiting (it is now beginning of April), and the 120$ discount promo has expired, and still no call from the Samsung Experience Store on the status of my preorder, and I can't get in contact with anyone at the store by phone, it's literally busy 24/7. Let me guess, only 20 devices were shipped to their flagship store this time? Bunch of bull. They don't have it altogether like the apple store...The way they handle major model releases is so goddamn incompetent. read more

Before visiting this Samsung flagship store, I was very weary after reading such nightmarish reviews - but there was an awesome in-store trade in promo and I decided to take my chances. I was serviced by Janette, the assistant store manager and she was nothing but pleasant and helpful. I traded in my old phone expecting $200 credit to go towards a new samsung s7 edge, but was very surprised when she told me that I get an additional $65 because the old phone was in working condition. SWEET! :) She then proceeded to help transfer my old phone's files and apps over to my new phone and was very accomodating during the whole process. I even told her how surprised I was with how nice everyone was only because of the reviews that I read beforehand. Either way, I had a very enjoyable experience and would recommend having Janette assist you if she's there during your visit. read more

Well played samsung. You guys just did not know how to end the trade in promotion...so you decided to lye your customers?? I have been visiting and calling samsung store in sherway gardens for the last 3 weeks so i could buy either s7 or 7edge but they kept saying "oh we r gonna get shipment in few days...next week...day after...and some staffs dont even know what the hell is going on there...god knows what they are getting paid for". Now that the trade in offer has come to an end...they got the shipment. WELL PLAYED. BUT YOU ARE LOSING YOUR CUSTOMERS. If you are not sure of what you are doing...why would you put people on hold?? U COULD JUST SAY..WE DONT WANNA GIVE YOU TRADE IN OFFER EVEN THOUGH WE HAVE ADVERTISED IT. I could buy any other phone brand as good as samsung or even mu ch better. I was a loyal samsung customer. I am very dissapointed and now i am never gonna get samsung ever in my life. read more

I went to the Samsung store yesterday. I was already irritated because there was a kid bouncing on a pogo stick kinda thing and it was squeaking everytime he jumped on it. I patiently waited for about 20 minutes staring at the tempered glass display. First of all, there were only two people working on the floor on a "black Friday" weekend. Second of all, an associate came to help me look for the tempered glass. I asked him if he would help me put it on he said no. I wasted 20 minutes of my life with so results. I will probably never go into a Samsung store again. read more

Money Grabber Store Samsung BAD Experience, I went to this store to get my a70 phone repaired, and Carey or Terry, whatever, told me the approximate repair is approximately $200, so I went thru with them then they charge me $79 plus tax initial payment for the repair and will be deducted of the $200 approx of the repair, They came back to me after couple of days and the they said the repair is $550, this is ridiculus the phone cost me $430 and I specifically told her that if it goes more than $200 i will not go for repair and she said no its approximately $200 so went for the repair, Now they will not even get me back my $79 because she kept on saying its diagnostic fee, How can she tell me its $200 she did not even check my phone and I SPECIFICALLY TOLD HER ITS A WATER DAMAGE AND WONT POWER UP. DONT WASTE YOUR TIME IN MONEY IN THIS SAMSUNG BAD EXPERIENCE STORE read more

I would love to review the store however I thought that I would call to insure that they have what I needed. Only no one answered the phone multiple times today that I have called! Now I know that the world doesn't want to be called anymore and would rather chat! But I'm old school and still want to talk to someone before driving all the way to the only Samsung store in the area. read more

Excellent customer service from Mitchell. Knowledgeable, friendly and helpful. Pleasant experience all around. We walked out happy customers. read more

I was not in the Samsung store to buy a phone as I am quite happy with my iPhone, but I wanted to see and try out the Virtual Reality headset and chair in the store, which is in the newly opened section of Yorkdale. If it seemed worth it, maybe I would spring for the VR set for Christmas. I was a little surprised that customers were not allowed to try out the VR experience unless they signed their name address and phone number or email address into Samsung's database, along with a waiver that Samsung wasn't liable if you got any adverse physical effect from using the equipment. This seemed to me a little intrusive and bureaucratic, but I went along with it. I was the only woman to do so. The rest were all the young male video gamer types who were all served ahead of me. The salesclerks really made me feel that I was not their target demographic and I was only being humoured because I obviously wasn't going to buy a Virtual Reality headset. I have encountered this erroneous assumption, that as a female I am neither technologically savvy nor a serious buying customer, ever since I bought my first PC in 1991. I wish I could say that male salesclerks had changed much since then but there is still this sneering stigma about "geek girls." Anyway, I finally got into the chair and got handed the VR headset, which was not only uncomfortably heavy, but had to have its strap adjusted twice to be wide enough to fit over my head and glasses without pinching. The salesclerk wouldn't let me adjust it myself (did he think I was a clumsy little kid who would damage it?) but it didn't seem to dawn on him that I have a larger head and hat size than average. Then he left me to watch the VR experiences of a roller coaster and a ski jump. I could see that these video clips with motion effects in the chair could potentially be a lot of fun, but I had a problem that kept me from appreciating it: I could not get the viewer to focus properly no matter how I turned the little wheel on the headset. So I kept having to view a blurry scene out of both eyes. It was like a very cheap pair of binoculars. Admittedly I am nearsighted, but so is 60% of the population. It would have been nice if Samsung had spent as much time and money on the lens focusing equipment, preferably with a separate focus for each eye, as they had on the video clips and the motion chair. I told the salesclerk my problem and he claimed that I had not adjusted the focus properly, but didn't offer to help me with it, as that would have involved allowing me to watch another 2 minute video segment and he obviously wanted to get rid of me ASAP so he could give another customer a turn. The philosophy was obviously to just give each customer as quick a turn as possible. Anyway, I obviously wasn't his preferred target demographic. Samsung, if this guy had been willing to spend a little more time with me explaining how to adjust the focus and not insisted on widening the head strap himself every time it was too tight for my head, I might have a more favourable impression of your company. And surprise! I might turn out to be a serious paying customer, if I had been treated with a little more respect. read more

I gave this location a five stars because of the customer service is more than excellent. I was there five months ago with my teen son, who keeps breaking or messing up his samsung phone. So my main goal was to just use the warranty and replace the phone. We met with a welcoming guy his name is Andy, (I hope I remembered the name correctly, probably he is the manager ) he listened attentively to everything I had to say, despite the fact that store was really full at that time. He explained the best options available to us and made very practical suggestions on how to deal with such problems in the future. At the end it was not surprising that we bought 2 samsung note 5, one for me and one for my son. couple of accessories and left happy customers. Five months down the road I think I have made the right decision and I am glad of my purchase I must say Andy is not only a good sales person but he is a also team player, as you feel that he is allocating tasks harmoniously and that the staff are cooperating and giving customers the best service. read more