Customer Ratings & Reviews

I loved this watch until the back glass sensor fell off and the watch stopped working after 4 months of use. I sent it back to Samsung for warranty repair and was told it was not covered under warranty because the damage was caused due to water damage. My watch was never in water. After a hot sweaty bike ride I removed my watch and the back sensor glass piece was stuck to my arm exposing the insides of the watch. The watch had powered down during this bike ride as well. Samsung quoted me ($219.79) for the repair, which was more than I paid for the watch when new. When I tried to reason with the Samsung rep she just kept repeating that this was due to water damage and not covered by warranty. I did some research online regarding this issue and found that many others have experienced this exact same issue. Even more surprising is that I read numerous times that this has been a problem with previous versions of Samsung watches. This glass piece is held on by a round adhesive seal, which obviously over time when doing hot sweaty exercise the adhesive fails. This is a design flaw that Samsung has ignored to address. If it were not for this issue I would still be loving this watch. This watch is marketed as an Active Sports watch - what a joke.

I purchased this watch in Feb 2020; in June 2020 the back part of the watch came off (see pic). Getting it shipped to Samsung for repair. Going through their chat system was a huge pain. Much better results with their 800 number. The function of the watch was fine up until now. Would rather receive a replacement.

This is a very poorly built product. The screen started to malfunction and I sent the watch for repair under warranty. Samsung came back with "Out of Warranty" estimate for $229 claiming that they found water damage inside. This is more than a cost of a brand new watch! The watch has never been submerged in water and even advertised to be water resistant to some degree, yet they found water damage inside, which in my understanding means that the seals just failed to provide even basic protection from sweat or water splash. Samsung was unwilling to stand behind the product and repair it under warranty knowing that this watch has so many complaints about the water issue due to poor design or some failing part. I recently had another bad experience with Samsung repair service when I sent my Galaxy Buds Live for repair under warranty. They came back from repair having the same exact issue and nothing was fixed. I was planning on buying 75'' 4K Samsung TV, but after having two negative experiences with customer service I've made a decision to go for another brand. Not sure what they do in other countries, but here in US the customer service is simply unacceptable. Not buying another Samsung product ever again. Update - I received the watch back from Samsung after refusing to pay $229 for repair. The box was absolutely fine, but the watch was physically damaged. The back was broken of due to over torqued screws. There is no way the technician could miss this. See photos.

Love my new samsu g smartwatch. The only issue I had to begin with was getting the daily briefing and do have to say samsung customer service has a long way to go as they were of no help. I was transferred 3 times and they wanted to transfer me a fourth time when I got frustrated and decided to try and figure out on my own. Only gave a 4 for ease of use due to this issue.

Our Granddaughter loves it, we ordered a shield, and when we went to pick it up . Someone else had got our shield, lucky Best buy had another one in stock that day. I wasn't very Happy that the store employee was able to give our preordered / prepaid shield to another customer. Without having a receipt of proof of purchase!!!

Chatted Samsung where they told me to return it and try agian, so that's not going to fly for a $300 device. And the Galaxy Watch is seeing the exact same issues from a year ago which has NOT been addressed by Samsung through an update or even acknowledging their failure to take action. Here's what I've done. Performed a FACTORY Reset, AKA hard reset, not just a soft reset where it kills your settings. https://www.verizonwireless.com/support/knowledge-base-219178/ - I'm not on VZ, it was the first link I found. Turned off the Power Saving mode in the Sensors. (Settings>Apps>Permissions>SystemApps>PowerSaving>Sensors <off>) Moved the watch up my arm, sitting about 3-4" from my wrist. Today's workout was not difficult, no intense cardio. There was an "improvement" to the readings, however they were still 10-30bpm off. Standing curls I should be at around 112-115, the watch was thinking 135. Now when I lifted the watch from the wrist, and set it back down, it dropped down to 112ish, which should be correct, I had cleaned the sensors prior to the workout. While rowing (41spm) I expected around 130ish, today and I was getting 125-138 (once it hit 156). Even during my core training I shouldn't be close to the 120-130 range, but the readings were 128 to 138. My next step is to try my other wrist and see if maybe the ergonimics of left v right have something to do with it but I don't remember this much work with the first gen Active, it wouldn't read all the time (4 sensors vs the 8 on the A2) but this is starting to get to be a pain. * Update, I tried the right wrist and standing still it was 170bpm.... garbage Any Samsung representative's insight or even a simple reply would be helpful. I have until Nov 5th to return this to Best Buy. I understand Samsung doesn't build hardware, but they can't market these devices as an "Active" watch when through three different watches in two different categories the experience isn't close to correct monitoring. I'd also take someone's response who may have switched to a Garmin device and still retained MOST of the features of the Active line. I like the smartwatch features, but clearly this isn't an activity tracking device.

Box was in rough shape as the store just had them thrown in the case. The watch works great though. Customer service skills were non-existent

the watch seems great but the band was a m/l and to small so i contacted samsung to see if there was a larger band. They said i had to send my bands in and they would send me new larger ones. 2 weeks ago the replacement bands arrived, they are also m/l and grey not black contacted samsung about that 2 weeks ago and still have no answer from them. So i have a 6 week old watch i can't wear or return and no answer from samsung

It has everything you need, some apps don't connect correctly. I'm giving it two stars because my watch randomly stopped working just a few months later, and contacting Samsung for a repair was a nightmare. I waited almost two months for them to fix it, they were unresponsive, they told me they could give me a refund which i agreed to because they didn't have the part i needed, and then called me back after ignoring my calls and even HANGING UP when i got a hold of a representative after about three weeks saying we can't give you a refund but we can now repair it because we have the part. I thought my refund was already accepted and was going to be processed because they had my watch but instead made me wait another month and a half to send it back! Now it doesn't work correctly and i haven't been able to return/get a refund or new one. Ridiculous

I had this watch for 3 or 4 months before I started having issues. It started with rapid battery loss and shortly after became outright unusable. I sent the watch in to the warranty center and they came back saying the warranty was void. They claimed there was water damage that isn't covered. They asked me for 220 to repair it. The whole marketing for this watch is being water resistant up to 50m and that it can be used to track swimming workouts. I've never even showered with it. This watch isn't safe to wash your hands with apparently. I tried calling to make things right but nobody seemed to know who I need to talk to. I spent probably a total of 8 hrs on the phone trying to fix this to no avail. I would not recommend.

Watch okay arrowhead Best Buy customer service is terrible

Stopped working under warranty. Samsung wanted $220 for water damage. Watch was never under water not even in the shower. Supposed to be rated for 5 ft. for 30 minutes. No amount of reasoning would sway Samsung. We’ve had similar issues with them on different products. No more Samsung - ever!

I bought this watch just under 6 months ago for my wife; it started having power issues where it would say the watch was too hot and had to shut off, even after leaving it off for days. I sent it for repair directly to Samsung and got an email few days later saying it was out of warranty due to water damage in the motherboard, which, you guessed it, is not covered. My wife took very good care of the watch, it's supposed to be water resistant (30min or so I believe), the only few times that watch was exposed to water were occasional showers or when it rained outside. Long story short, Samsung refuses to abide by their claim that the watch is water resistant and will not fix it. In fact, they sent a bill totaling MORE than what we paid for the watch brand new at Best Buy. We are DONE with Samsung, period.

The sensor plate on the back of my Samsung watch has come off. Again. It is still under warranty. Can I please just get my money back? I purchased online from Best Buy. This watch is obviously defective as they did not fix the problem the first time I sent it in. And, it was a complete nightmare trying to get Samsung to pay for fixing, even though their forum is bombarded with complaints about the sensor back plate coming off. Not to mention how long it took for them to ship it back to me. And, I have been even more careful with the darn thing after it was supposedly "fixed": taking it off when washing hands, showering, etc. Ironically, not really an Active watch at all. I have another repair ticket in with Samsung but I have been waiting for over 2 weeks to hear back. They are probably waiting for my warranty to run out. So wrong!!!

It started dying within a day of use, even with all the features disabled. Samsung has been giving us the runaround, but looks like they'll FINALLY send a replacement. Not pleased.

Watch is barely a year and a half old and overheats and will not charge. Already had to replace the charger 6 months ago. Customer service was awful to try to get the new charge via warranty. Very disappointed. A $300 watch should last far longer.

Had the watch for 3 months, took the watch into the swimming pool for a splash about after starting the swim app, and it broke, stuck in reboot loop. Samsung said it had water damage and would charge $220 to fix, which is close to the price of a new one. Very disappointed in Samsung. Called many times found them to be unhelpful. Now have a expensive paperweight that supports swimming but is not waterproof.

4 months in, the back fell off. Could not get it repaired locally so sent to Samsung who supposedly repaired it under warranty. 3 months later the back fell off again and Samsung now wants $81 to fix it since it is out of warranty. Samsung support was anything but supportive and wouldn't even hang up so I could complete the customer satisfaction survey. OMG - I'll never buy another Samsung product again!!!

Bought an open box and suddenly on 15th day of purchase the watch started acting up. Now the watch works for some days and won't for others. It's hard to get hold of Samsung customer service, but after 6 months of trying, we got them and they wants us to send it to them, we will with the hope that they fix it, but we are not buying another Samsung wearable ever

This is a very poorly built product. The screen started to malfunction and I sent the watch for repair under warranty. Samsung came back with "Out of Warranty" estimate for $229 claiming that they found water damage inside. This is more than a cost of a brand new watch! The watch has never been submerged in water and even advertised to be water resistant to some degree, yet they found water damage inside, which in my understanding means that the seals just failed to provide even basic protection from sweat or water splash. Samsung was unwilling to stand behind the product and repair it under warranty knowing that this watch has so many complaints about the water issue due to poor design or some failing part. I recently had another bad experience with Samsung repair service when I sent my Galaxy Buds Live for repair under warranty. They came back from repair having the same exact issue and nothing was fixed. I was planning on buying 75'' 4K Samsung TV, but after having two negative experiences with customer service I've made a decision to go for another brand. Not sure what they do in other countries, but here in US the customer service is simply unacceptable. Not buying another Samsung product ever again.