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January 2024 by Tabitha Wilson
Sales staff were friendly, but service/repair staff were brusque at best and seemed genuinely disinterested in helping. Our concerns were brushed off and the "diagnostics" done seem to be surface level at best and straight up wrong at worst. Both people we worked with were condescending and seemed to only want to pass the problem onto another portion of the chain rather than actually try to help. You're far better served just calling the 1800 number and getting a replacement if there's a warranty issue.
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January 2024 by Cassie Dyoub
I went in yesterday to get a new samsung S23 and Frank was super helpful! He made it so easy to check out, get my information transfered, and even had someone help us with putting the screen protector on. This Samsung location is always so friendly and way better then the at&t store upstairs.
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December 2023 by A K
I have been into this store twice and both times they were exceptionally friendly and helpful. On my second visit there we were in the store to buy a tablet for my daughter. We are pretty new to Samsung so I was not familiar with the tablet lineup. We worked with a woman named Nila, who was exceptionally helpful and went above and beyond for us. She took the time to answer all my questions and explain the difference between generations and series. I can honestly say I have not had a better experience in a store in the past few years. We are definitely long time Samsung customers!
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November 2023 by Aji Kayamkulam
I recently visited the Samsung service center to pick up my phone after receiving a text message confirming the completion of the service. The work done on my phone was truly excellent, meeting my expectations.However, the overall experience was overshadowed by the wait time (about an hour) just to pick up and pay for the service. Despite a sufficient number of associates present, there was a glaring lack of coordination or a structured system in place like 3 associates were assisting and chatting with a single family, leaving other unattended. Meanwhile, other associates seemed occupied with tasks, moving in and out of the back room.I feel sorry for the associate handling the service area, as he was trying to solve customers issues all by himself.While the work done on my phone were commendable, the disorganized and chaotic customer service experience, coupled with extended wait times, was disappointing and fell short of the service standards I anticipated from Samsung.
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November 2023 by LaTashia P. Dawson
My first time in store experience and buying from Samsung was great and I was able to make a good choice and smart one with ease because of Jada. Her knowledge of the phones and what I'd be getting was top tier, she even knew about the current phone that I've had for years. It got so extremely busy while helping me that there was a nationwide system shut down and I had to wait a long time to get what I needed. By the time I got back in the store Jada was busy at the register, but Frank stepped in and took care of me, he went to Jada for all the details we worked out so I could still get the best deal I could get on a busy black Friday, and he was very knowledgeable about the phones too, they made me very comfortable with my choice . When I got in line I made sure it was Jada's line.They worked together in order for me to leave as a satisfied and happy customer. .. Thank you so much to Jada and Frank.
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November 2023 by Aaa Grill
Harrison and Jonathan provided excellent service. They were both knowledgeable about conducting new device data phone transfers and how.navigate new phone options. My mother whom is 76 years old and both of their expertise helped her tremendously to enjoy her new phone features. I would like to recommend Jonathan from the sales side for a Tutorial Specialist position. The assistance to my mother made her both smile and gave her valuable functional skills. This position may help Samsung both with sales and customer retention.
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November 2023 by Mehar Athar
I called the store for availability and couple of questions and i was not rushed. They took the time to answer all of my questions.When it went to the store to buy the phone, Alek. A was my sales rep and he took really good care of me. It was the best customer service experience i ever had. He did not rush me even after the sale and made sure that i did not have any questions or concerns before i leave the store. I bought a Z Fold 5 and watch 6. He even helped me transfer all the data from my old phone to the new phone. All in all it was a 5 Star experience.
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October 2023 by Aylin Nadolsky
So excited to purchase my phone. Samsung has always had great customer service for any of the devices I've purchased. I had a great experience purchasing my new phone today and Aldo was fantastic. he really went above and beyond to make sure that I was comfortable with everything.
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October 2023 by Jessica Chan
I love the experience store! Very cool to see the new products. The wait can be awhile but Nico was a great help while I bought my z flip 5!
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October 2023 by Major Reyna
Great customer service. You don't feel like you're being pushed to buy something, but they're always there when you need them. Will definitely be back here.
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October 2023 by De’Anja Gilmore
Very nice store! The customer service here at the stonebriar location is the BEST. Alek was extremely helpful. He was very polite & patient when it came to helping me with my phone. I highly recommend his service!
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October 2023 by G C
Went in with phone for repair. my phone is still under the warranty of 1 year i did not have any physicals damage yet am still getting change $340 dollars when i call for update nobody ever answers i call 6 to 7 times a day no answer and when they finally answer they couldn't locate my phone the guy said he would call me back nobody ever did the next day i call and same thing couldn't find my phone i was told my phone would take 3-5 days and i still have not been able to pick up my phone till this day i am really upset that i am unable to get any answers over my device and still getting charged when i fall in the warranty year not a good experience very disappointed today is 7 days that i have not received my device shouldn't be told it would be ready 3-5 days that is false information.
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October 2023 by Stacey Chisolm
On Saturday, September 16, 2023 at approximately 5:30 p.m., I and a professional colleague and friend entered the Samsung Experience store, where I experienced malice behavior, negligence, impersonation, defamation, slander, and robbery. While visiting Samsung Experience, 2601 Preston Rd #1214, Frisco, TX 75034, I reported to obtain my Samsun Galaxy watch that was there for repairs for over two months. I'd made multiple attempts to obtain my watch and they refused to give me my watch on three previous attempts. I'd even reached out to corporate twice regarding the matter and could not obtain a resolution. On this day, I was adamant and stood my ground and as a result was embarrassed because the store personnel called security on me and falsely mislead mall security in believing I was acting hostile, despite my very calm demeanor as I waited for someone to either return or replace my watch. I was met with hatred, prejudice, bias, and embarrassment by several white, Hispanic, and mulatto personnel members representing Samsung Experience store.
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October 2023 by Rose Monroe
Does not live up to Samsung Mission. Bad Franchise. Call Samsung this place is not it! Don't waste your time. Will give zero if I could. Several bad experiences..experience racism each time! Samsung store in Stonebrieris franchise by the same person. Please call Samsung direct if you want proper service
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October 2023 by Charlie Anton
It's not everywhere you go somewhere and have someone fully hear, respond, and actively want to fix your problems. Had my phone break and was worried it'd be way too expensive to fix. And after a myriad of issues and miscommunications over warranties and phone calls with Samsung reps, I finally decided to just make time to go to the store and talk to people instead, and I was not disappointed. Everyone was friendly and understanding despite how exasperated I was. And the tech servicer I worked with, Jonathan, not only made it a much quicker process than I expected, but a much lower rate as well. Can never be sure about companies as a whole but this location I will now absolutely trust to have my back ?
