I was able to get hold of the Samsung store manager and address the growing concerns first hand. said that certain measures and trainings are undergoing to improve the quality of service. I'm hopeful that everything would pan out for the best. I'm going to give the store a provisionary 1 star for now until I see the results in 2 months when I get back, if there are any improvements. read more

They will not sell me a Samsung Note 5 outright - they do have them in stock, but have reserved them for customers who sign a 2 year contract with Bell or Rogers. The Samsung store is owned and operated by Glentel (Wireless Wave, T-Booth, Costco Mobile) and are 50% owned by Bell and 50% owned by Rogers. Surprise, surprise. read more

This store and the staff are NOT helpful at all and gives 0 customer care. I went into the store to get my brand new Samsung galazy z flip 3 repaired and the person working there told me that they do not have the parts and can order it for me. They said it will take a week and will call me when they get the parts. 2 weeks passed and I still not did not receive any calls. I tried to call the store for an update but they did not pick up the phone. I literally called 10 times and even timed it to call 30 minutes before their closing time (assuming they would be less busy) but they still did not pick up the phone. Why have a phone number if you are not going to pick it up?? I decided to visit the store again even though I live quite far from Metrotown. I asked the staff and they still said that they do not have the parts. I asked for an ETA, but they could not even give me that. I literally wasted my time and gas by going to the store because I received nothing out of it. Now its been a month and I still have not received any calls from the store and I have not been able to use my new Samsung phone because I can not get it repaired. This is ridiculous and a waste of my time. I am aware that there is an option to mail-in your phone for repair but I do not feel comfortable doing that as there could be chances of it getting damaged or lost. I thought I could get my phone repaired at the store but that does not seem to be the case. Seriously what is the point of the store if you can't help me with such a simple and common request??? Why is it so hard for the store to get parts and why is it so hard to communicate with your customers on any updates or give an ETA or any reassurance?? This Samsung Experience Store can't even give any of these basic customer service to me and left me feeling frustrated and unsatisfied. I usually enjoy Samsung products but I do not think I will get a Samsung phone or any Samsung products again because I strongly value customer care and I do not think Samsung provides it, especially with how this store is managed and the 0 customer care from the staffs in the store. read more

Never enjoyed samsung experience, staffs were unmotivated and only cares about sales revenue. Theres not a lot to see except for the overly bright screen. I received zero service so i would say staffs were horrible. Sorry Samsung, youve just lost a customer. Im going to be a sony fan now read more

The staff here are really clueless and useless to me. Why do they hire these people? They surely do not represent Samsung well. They have no knowledge that i need about Samsung and were clueless to my questions. They could not help me at all. You are better going to the Richmond Samsung Store they are way more helpful and they have techs there to fix issues you may have with your phone or tablets. Drive the extra kilometers and forget about this store in Metrotown. read more

Decent store. Not too professional or knowledgable but friendly service. Samsung itself do have pretty decent products especially the photo pixels and quality. read more

I hope this will open dialogue. This was not to say anyone was wrong, it just turned out to be an unfortunate event. I love Samsung, I would go from Apple to Samsung again. But as your average consumer, I enjoy many brand names and each has their strengths. Now, to sell products you needs a strong sales team with customer service skills. I loved my Samsung Galaxy 6 when it came out. I was greeted by an assistant manager, caucasian with purple hair. He's very good at selling the phone but not very good at costumer care. My phone did have that annoying "split screen". I realized it's an update feature. I remember asking about that and I got the impression "he thinks I'm romantically interested in him". The experience was infuriating and made me feel like I was walking on eggs shells to a guy who sold me a phone. Of course I realized, as I came about the store to check out new Samsung series he was no longer there, I was relieved. However, I did do the immature to state how frustrated I was with that assistant manager because shopping there was awful. I eventually moved to Apple because they were leading with their cameras and still are, especially when it comes to video function. I saw Samsung release the New 10, I was like let's check out the pan mode with the video. Samsung has not done anything to fix the pan mode (meaning zoom features that also stabilized within any resolution). I talked to a lady, she was defensive at first. She closed the conversation very fast because the "not everyone is a photographer". I also understood she has the right to think that way. From a business standpoint, it closed communication because I would have used the following "Hey that does suck, these series is not the phone for you right now. Samsung will continue releasing new series, just keep coming back." Instead I did initially get "you're gonna have to talk to head office". That statement is the same as "it's not my problem, talk to my boss." How is that solving anything? Anyways, I though to myself why don't I talk to their management and open that conversation because I have many friends that would love to buy from Samsung. Anxiety hit me when I saw the assistant manager again and I wanted to run out fast. Too late, he saw me. This time, no purple hair. He had a beard, angry and the first things he uttered "I heard what you said about me, we don't need customers like you." You can tell his statement was personal and he passed me to the lady that first helped me. This time, the lady who I thought was defensive was amazing. She neutralized my shock. I understood what happened in the past was unfortunate, I take responsibility. I was not asking for anyone to kiss anyone's ass, but if someone did you wrong, confront them. Make that communication clear. Samsung does not always sell itself. It requires knowledgeable and patient staff to understand whether a customer is open to their products. Samsung staff and anyone has every right to discontinue dialogue dialogue if there's no sale opportunity, but I would share not to the extent of "talk to the Samsung" if a customer's expectation was not satisfied. I do thank that lady for taking her time to neutralize the ill fated reunion with the bearded associate which I don't blame him at all. Everyone has their days. I know Samsung is still developing. It has to especially to compete with the many companies. In closing, I do suggest any and every person to do their research on any product you wish to buy. Source out the plan, compare models. It may not have to be at a Samsung store. It was unfortunate to see I was dealt with personal attacks which has scared me to not returning right now. I did not mean to enter the store with malice. I do see like any other store, Samsung employees at Metrotown are very passionate people and has probably gotten a lot of grief because there are competitors. It's normal, but I hope to the Samsung employees Don't ever take anything personal. I don't blame my experience at all. It was a unfortunate experience for that day, but like anything in this world, there are always going to be beta stages and I would love to share patience and open communication may that be the key. Thanksgivings read more

A while back I came in to get a new phone but the files from my old phone weren't transferring properly to the new one. They couldn't figure out the problem so I had to come back the next day. Jason was the one handling my situation and he was absolutely terrific. Even though it was a frustrating situation, he was kind and patient throughout the entire process. He even brought his own SD card from home in case the file transfer didn't work out in the end. Jason was absolutely fantastic and the epitome of what customer service should look like. Some of the staff were lukewarm, that's why I'm giving the store 4 stars, but it's a definite 5 stars for Jason. read more

Very poor service went in for phone and tablet no body seemed interested in helping so i left...ended up going to best buy across thr street

I love sumsung but this store not a good example because the sales guys in there don't give the proper info about the real deal you getting they try to lead you by lies to get the sales deal done I hope they get proper training soon enough before they close down from lots of complaints :( shame read more

Samsung products are getting so high-tech. They enable MULTI-TASKING on your phones, so its like you can never be bored. Anticipating on their release on the Galaxy note II. read more

The worst experience I've ever had at a retail store. I pre ordered a Samsung Galaxy S6 at The Samsung Store in Metrotown. When I go pick up the phone, I realized they basically lied to me about what's offered for the promotion. well so I don't get what they offered when they made the sale, it's very disappointing but that's not the worst part. I am more angry about the response I get from the store manager. He was very rude and treated me like it's my fault even asking about the promotion. No apology was offered and he just walked away. I think that manager's name is john something. read more

They are ok, just ok, when selling you things. Their customer service is not just close to zero, it is always a negative experience for the customers. I will never set foot to this place if i have a problem concerning the products after i purchase them. The manager is condescending and the staff is just plain lazy and rude. If you want to be treated like a 3 year old, then go ahead and get the abuse from this store. GOOD LUCK!! One star is one too many!! read more

While I think $50 for a cable charger is too much, the sales associate was OUTSTANDING. Product knowledge, engagement, ability to run through transaction, humour ... all ace. Had just come from Best Buy across the street where I was laughed at for asking for such an old piece of tech (1 year). The Samsung shop is flashy and I won't be regular shopper but at least if you have to go, the staff are great. read more

Came here seeking information on the new generation of Samsung devices. I was greeted kindly by a sales rep named Ivy who answered all of my questions very well. Definitely will be back to purchase the View. Much better service than I would/have ever received at the Apple store. I highly recommend this store for any one who wants to make that switch from Apple to Android. Very informative staff who created a friendly atmosphere. read more

I came during Black Friday weekend to browse. I was enticed by the promo of a free GearFit2 with S7 purchase. It was so busy that no reps bothered me while I stood there searching reviews for the GearFit2 on my phone - great because I wanted to be left alone. When I wanted help, Jonathan came over quickly. He answered my questions by showing me his own GearFit2 + S7. I needed to think about it, which he was totally fine with and nice about. So I left. I decided last minute to buy, and returned to the store at 6:54pm when they were closing at 7pm. Jonathan grabbed the GearFit2 + S7 in the colours I was looking at earlier without me needing to remind him. He also helped me with my last min request to choose the best battery pack for Pokémon Go. I bought my S7 in full, and opted out of trading in my Note4 because I hadn't backed my phone up yet and wanted to sell it on CL for more $. By Cyber Monday, I was too lazy to do CL so I changed my mind and backed my phone up so I could trade it in. I went back to the store at 8:30pm, closing time at 9pm, and there was a huge lineup. Alfred helped me and was patient and understanding about doing a huge refund + redoing the whole purchase transaction just so I could get more money back. Jonathan came over to say hi, and also reassured it was no problem. I ended up getting more $ for the trade-in than I was going to sell on CL for :) Alfred helped me cut a new Sim card, unlock my S7 and do the initial startup too. Very happy with the attentive service, considering I didn't have ideal requests and kept coming when they were busy and almost closing. I found it amusing that a few weeks ago, my hair was the same lavender shade as Jonathan's. Thanks for reading my autobiography-like review. I just really enjoyed my experience :) read more

I wouldn't recommend ducking in here if you're at Metrotown. It's a tiny store with only a handful of devices -- all tethered down to the tables -- with an unfriendly staff that breathes down your neck if you're just there to scope out the scene and not to buy. Just stick to online shopping because seeing the devices in real life is pretty underwhelming anyway. read more

Beware of assistant manager Johnathan! My mom and little brother wanted to get a phone with our $200 Fido dollars. However, unaware to us, we were signed up to a two year contract. I was at the store negotiating for 2 hours, and the manager hid at the back until, I insist I need to talk to the assistant manager. As stated in our papers, our sales rep was Anna D. After 2 hours, we were still unable to get satisfied help nor the salesrep Anna D admitted to her mistake. It's ashamed that the purple-haired manager hid in the back to have dinner when 2 of his sales rep are working really hard. A formal complaint has been filed with Samsung to investigate their management staff. read more

So far so good. The Samsung Store has some great employees. I was having a battery issue with my Galaxy S3 and I was getting frustrated. A guy named Matt had a look at my phone and in about 30 seconds said he had figured out what was draining the battery. I was skeptical, but I was willing to give him the benefit of the doubt. I used the phone as normal for the next couple of days and my battery life had doubled. These guys know what they are doing! read more

The worst customer service I have ever had and the worst product I've ever seen. I bought a brand new Tablet and when I brought it home it was working for a bout an hour and then it just started randomly turning off on its own until eventually it wouldn't turn back on. I brought it back and they could't figure out what was wrong with it. They told me they would have to send it out to manufacturers and that it may take up to four weeks. I told them how much of an inconvenience that would be and asked for a replacement considering the tablet was faulty from the day I bought it. They insisted that their policy is "We must always try to fix the product before giving replacements." I wasn't happy about it but agreed to send it out. I got it back two weeks later and as soon as I got home the device shut off and wouldn't turn back on. I went back again and explained that it had been sent out for repair and that it still didn't work asked again for a replacement. They told me that they must send it out three times before they could give me a replacement. I was furious as I had already paid for it and now I was going to have to wait another two weeks for them to fix it. I sent it out for a second time and when it came back it was faulty again. It is clearly a terrible product and wasn't made properly. I would have been happy if they gave me a replacement right away, but the fact that I have to commute to Burnaby for a third time and have waited 4 weeks now for a product that I have already paid for is absolutely ridiculous. I would highly recommend buying an iPad over a Tablet. They are much easier to use and if you run into a complication they will fix it for you that day or give you a new one. I will never buy a Samsung Product again. read more

Called in today to ask about the note 7. The girl who answered was extremely rude and curt. Not helpful at all. Service and training for samsung store employees compared to apple is completely night and day. read more

Totally satisfied with the service here. The salesman Ian was very helpful and answered all my questions.

There's no place else to feel totally ignored! A friend of mine started to have issues with his Samsung Galaxy J5 (I guess) and went to Samsung for service. That started at month of August. He's been given promises that they would give him a call but never did. He visited Samsung at Metrotown "5 times" and each time he gave them time to make up for the promised call and temporary phone that he had been waiting for but we didn't hear anything from those guys. They always ask his name and contact number (I don't know for what coz they never call anyway) and actually placed his name as 2d person to receive a temporary phone. Almost a month has gone by since being 2d on the list and no call (obviously, there were phones being given out but they just BYPASS his name on the list) till we visited the booth again 2 days ago. Thanks to NAVID who dealt with our issue then. He gave us a temporary phone and immediately sent my friends' phone for service to Toronto. We thank him for his outstanding CS. This is the most frustrating experience we've ever had in regards to dealing with phone booths at the mall. No one is concerned about giving an exemplary customer service at all. And this booth carries SAMSUNG name. Maybe its about time the big guys of Samsung start to think about doing some extreme overhaul on their customer service. read more

I visited this store today, and I'll have to agree with most of the previous reviews, they are seriously lacking in customer service. I even told the girl after that I had read bad reviews of this store and that they were very true! I'll never be back. read more

There is this girl with long nails that really doesn't know what she is doing. But this awesome Indian guy who just provided the best customer service really helped me and fixed my phone without it having to be sent in. I'm grateful. read more

Some of the staff here are totally useless. It seems like they're not properly trained in their products, only how to ring them up. Only one young guy there actually knew how to answer my question and he looked way over tired. read more

Both times that i went to this store i was helped by this sales rep who was very rude and had no customer service skills what so ever. He wasn't very helpful and didn't provide much information on the product either. I am not going to be going to this location ever again. I am very disappointed. read more

I recently took my phone in for repairs. I couldn't be happier with the staff and the manager. They managed to fix my phone at n/c since it was under warranty in a timely fashion. I would highly recommend this location to anyone looking to purchase a item or have something repaired, read more

I recently got a new samsung S7 edge in a gold color. Stefan the manager of the store was the one who assisted me. He is very Efficient, Courteous and knowledgeable. He helped me in getting an awesome deal. As Roger's were not giving me the gold color in a 2 Yr contract and wanted me to buy the phone outright and I was not ready to pay $1100. Not only is was able to keep my same Rockstar plan ($120- 12 gb data) but was able to get the gold color phone and paid only $249. This was all because of Stefan. Thank you Stefan truly appreciate it ! read more

As was in 94-2001 Saturn GM manual to stop y2k terrist mind reading computer abyss virus. Proper fluids and types and amounts in car. 1AAA battery in oil, 1AAA battery in coolant, 2AAA batteries in windshield washer fluids. Plug car into houses, building anywhere can where plug in is and start am fm radios on and change stations. Leave running radio on. Get as many people doing those methods in Canada especially in Calgary Alberta Canada. Do methods and plug into Foothills hospital and every hospital in Calgary Alberta. read more

I like Samsung products . The employees service is very nice . And store looks great

Summary: Getting a phone repaired with Samsung in Vancouver is like having to perform open heart surgery on yourself January 23, 2014 7:20pm; so today is the most recent installment of a saga that's been going on for a couple weeks now. My cell phone started going into an unending startup loop like ten days ago. I think it might have to do with the fact that I treat my cell phone like a slutty closet and stuff everything I can until it's jam packed. And then I ignored the warning messages when it told me for six months that it was low on memory space. So, anyway, my phone has been glitchier than a teenage boy's sock drawer for a couple weeks and I went to see if they could fix it at the Cambie Mobilicity, but when I got there, it was closed. So then I went to the one on Granville the next day and there was a guy there and he didn't work for Mobilicity. He worked for whatever company's job it is to tell customers that Mobilicity's sales manager only comes to the store "three days out of the week." The day after that I went to look for a pub quiz night downtown which I couldn't find because I didn't have my phone to look for the address, but I found a Mobilicity downtown, but it was too late at night so it was closed. So I went the next day in the afternoon and the guy said to go to the next town over about an hour ten away from school in Burnaby and that they would send my phone to some place and it would get fixed after a couple weeks. So today I went to that place and they told me they could do it but it would take two weeks and they would have to charge me fifty dollars on top of that, and they said if I didn't want to pay the fifty dollars that I could go to Richmond and they would do it in a couple days for me free of charge or in one day for like 30 bucks. So tomorrow I'm going to make a trip down to Richmond's Samsung place to get my phone fixed. Maybe. Feb 3, Monday 11am It's been about ten days since I dropped off my phone at the Samsung store down in Richmond, an hour and a half away from my place in Vancouver (this was the closest place I could go, where I was assured by people in Burnaby that it would be free, if I was willing to just go down there). It was not free, they said they would charge me $125 at least to fix the phone before even looking at it, and had me sign a piece of paper that said that even if I didn't want to get it fixed, it would cost $25 just as a kind of moron's toll of some sort. They said that it would take a few days and then they would "call me," which I said was impossible since they now had my phone so they said they would send me an email but that if I got no message I should "assume it was finished and come by". Received no message. I tried calling ahead today, to make sure that they weren't going to try to ninja more money out of me when I got down there, got the number for the Samsung service place that is NOT where it is, and called. The woman on the phone very graciously listened to my request for about thirty-seconds and they skeptically said, "You brought your phone here a week ago? It closed down a month ago, how did you do that?" At which point I was pretty sure I was in M Night Shyamalan movie. I looked up the address that I went to, found a number from some NON-Samsung website, called it... it was just the US national line, they gave me the Canadian national line, which referred me to a helpful guy who when I asked for the number to the Samsung store in Richmond, promptly gave me the number to the store that had apparently been closed for a month. So, back at square one. I should also add, that Samsung during it's info-grabbing session with the robot operator, continually asks you to have the number on your phone's battery handy so that they can locate your phone in their repair system... which is ridiculous for a number of reasons. First, they remind you that if you're using the phone that you want fixed, you should "take out the battery from the phone and call from another line." Wut? And also, I just bought a new battery (ONLINE, because when I went to a Samsung dealer they said they didn't have batteries they could sell me and that I could buy something online), so that exercise was completely useless as well. Should not be surprised. The people who run Samsung's Vancouver operations are like a weird hybrid of carpetbaggers with big slimy mustaches, the Joker, and a spacey five year old. read more

This is a bad joke, they sell you a Bluetooth earpiece along with your new phone and then the plastic piece that holds the actual Bluetooth earpiece to your ear breaks and they cant even sell you a replacement part. I called the store , I called Samsung a number of times and same NO RESULT. The only option is to buy a whole new piece apparently. WHAT A EFFIN JOKE. I WILL NOT BE REPLACING WITH ANY SAMSUNG PRODUCT FOR CERTAIN... PFFFFFT read more

I cannot say enough good things about the level of customer service i received. I was buying the S5 for my teenage daughter and Candace Marbach and Jessica Morro helped me out with everything from getting it activated to applying the screen protector to answering all of my daughter's questions. I was so impressed with their dedication to excellence in customer service. I never felt rushed even though the store was packed. I felt like a valued customer. They have the patience and product knowledge that was very apparent. I don't have very much technical knowledge and so felt very confident that our needs/concerns were met with satisfaction. Before i arrived at the store, i had gone to Best Buy, Koodo Store, and Walmart, and i can honestly say that i am glad i went to the Samsung Store. The other places felt like i was rushed, or they didn't have enough staff and after waiting for half an hour with no acknowledgment, i left! Plus i liked the fact that i was able to pre-pay for the S5 by leaving a small deposit (that is applied to the total balance) and within a few days, was able to get the S5 (in white), that the other places had run out of stock. read more

I pre order my first Samsung phone s7 edge from this store on April 2016. Everything was good in the first month. However, so many problems come up. The system speed start slower and slower everyday. The phone will shut down by itself. I don't install any games in my phone. I don't watch movies. All I need are texting and calling. And I am not a phone expert, so I don't do anything to change the system in the phone. About three month ago, the phone gets scratch on the back. Nothing happened, but just a normal scratch on the surface. Everything runs normally. System is slow, and the phone some time still turn off by itself. Two weeks ago, I just finished working and I wanted to call my friend. I grab the phone from my pocket, and the phone turned off already. I try to turn it on, but it didn't work. I went to Samsung store at metrotown and wait about 30mins, the lady working in the customer service give me a bullshit. Very bad attitude.She said I made some mistakes so that the phone can not turn on. She ask me pay about $70 and Samsung will check my phone, I didn't pay anything. The Korean guy who is manager help me void all the payment. 3days ago, I receive a call from Samsung technical department,the guy told me I need to pay about 400 to fix my phone. The main board of phone was burned.The phone has scratch on the back, so there is no more warranty.Fking idiot. This phone I paid 1100 to buy,and I've used not even half year. They ask me pay another 400, and I really want to Fck u. Rejected. I went to pick up my phone today, the guy ask me to pay 26 for the delivery fee.呵呵。 I didn't say anything. I grab the phone and bend it. I give it back to Samsung and ask the guy throw it to garbage for me. By the way, I didn't pay anything, I waste 1100. It's my first time use Samsung and it's also the last time. I know my english is not good, but the really important thing is---- do not buy any Samsung products!! read more

These people here that work in Samsung store are not very helpful it's not worth going there. All I need from them is to distinguish that the Samsung galaxy s4 that I bought from Samsung site is fake. All we need is a signature of the supervisor that proving that the phone we bought from the Samsung site is fake. So we can pull them money that we paid online. And she starts saying we can't help you and why would you buy phone online. I showed them the site and they replied that's not our site, don't you know that china has imitation phones! I don't need to hear mean things like that and so I walked out. I find them very rude and unprofessional. they can't even noticed that the S4 phone I bought is fake. How could these guys work for Samsung? I was thinking that they could help me and so later on they could sue the fake Samsung phones for selling it to people and calling it legit. I used to like Samsung but now I'll never buy another samsung because of employees like them. read more

BAD customer Service in Samsung Richmond Center!! I went in to just borrow a charger as my phone had die and just needed enough to call someone but they refused me and said all their chargers are 'being used or in a package' without even going to the back to check. He was extremely short and rude and very dismissive. I then went into Wireless Wave and the people helped me right away! Seeing it was a Samsung Store, it seems impossible that they don't have a spare charger lying around. I then went back to speak with the manager/supervisor to express my dissatisfaction and he met me with the same tone and dismissive manner as the first staff. Extremely rude and walks away as I was expressing my concern. Those staff in the Richmond Store should be ashamed of themselves for such customer service. I will no long purchase any Samsung products and anyone who value customer service should not go to that store! EXTREMELY disappointed. read more