Customer reviews from Samsung US
Samsung - Refurbished Excellent - Galaxy S21 5G 128GB (Unlocked) - Phantom Gray
Average customer rating
4.6
(1,036 Reviews)
Rating breakdown 1,036 reviews
5 Stars
773
4 Stars
175
3 Stars
40
2 Stars
18
1 Star
30
92%of customers recommend this product.
(
901 out of
983)
Customer Reviews for Samsung - Refurbished Excellent - Galaxy S21 5G 128GB (Unlocked) - Phantom Gray
Customer Rating
1
If it's defective they won't fix it
on May 17, 2021
Posted by: Steve46
Expertise:Intermediate
I was excited to purchase a brand new S21 5G to replace a really old phone that was struggling to text anymore. Purchased an unlocked model directly from Samsung (mistake).
Spoke with tech support over 14 times.
When I finally got them to agree to warranty service, they sent me to their contracted external provider uBreakiFix who said the unit was defective from the manufacturer and had a bad 5G antenna. (They also didn't have a record of my appointment for warranty service and told me to come back a different day)
Samsung wanted me to send it in for another round of diagnostics. However, I no longer had a backup phone because of the whole trade-in offer, so now I was expected to be without a phone while working with patients at a hospital during a pandemic or go spend money on a temporary phone for 5 days to 15 days.
Anyways, sent it in, their tech support factory reset it (we'd done this 3 times already), didn't bother to call us for any questions or clarification, said it passed their diagnostics so the phone was fine. They had said if it was broken they were sending a refurbished phone in trade for a brand new phone that had never worked correctly.
Just before doing a credit card chargeback for a 5G phone with defective 5G, T-Mobile who was in no way related to any of this other than being my carrier actually reached out to me and comped a brand-new S21 5G and took the defective one in trade.
The new device from T-mobile, identical in every other way down to the color, works flawlessly.
(T-mobile had also checked all of my cell towers in person at home and work and determined them to be in working order).
Samsung customer support is terrible and they will not honor their own warranty. And while you try to get them to do so they'll drive you mad. Terrible company and I do not recommend this phone.
If it works, it's great. If it's defective, you're out $600-900 with no chance of getting it fixed.
No, I would not recommend this to a friend.
Features
1
Performance
1
Design
1
Value
1
Response from Samsung USBy ^Elizabeth, Samsung Cares, May 18, 2021
Hello Steve46, we appreciate you taking the time to leave this review. We are always looking for ways to improve the Samsung experience. Reviews like this help us understand where we can grow. ^Elizabewth
Written by a customer while visiting Samsung US
Customer Rating
3
I miss my s10
on June 28, 2021
Posted by: Greg
from Detroit, MI
Expertise:Expert
I traded my s10 and I'm sad that I did. The reasons are widely known. One, no SD card slot. I've already had to delete several apps just to maintain my memory. Two, no MST. So now I don't even use electronic payment anymore because a few stores I visit don't have NFC payment, and the ones that do I just use the tap feature on my credit card, since I don't have to log in to do so. Three, and this is a big one, while using 5G my phone constantly freezes and it takes forever to load a web page. So I had to turn it off and just use the 4G to prevent the freezing. If I wouldn't have gotten this phone for free with my S10 trade-in I would not have done it. But I still truly wish that I had not. If you have an S10, keep your money and wait for the s22.
No, I would not recommend this to a friend.
Features
3
Performance
3
Design
5
Value
5
Response from Samsung USBy ^Elizabeth, Samsung Cares, June 30, 2021
Hello Greg, thank you for taking the time to leave this review. I can see why you're so upset. Please contact us via one of the following options:
1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
- Reference ticket number: 1143478911
^Elizabeth
1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
- Reference ticket number: 1143478911
^Elizabeth
Written by a customer while visiting Samsung US
Customer Rating
2
Overrated
on July 26, 2021
Posted by: RegrettingGalaxy
Expertise:Intermediate
This phone is full of annoying bloatware and advertisements.
Want to check the weather? Advertisment.
Want to use visual voicemail like any other android device? Too bad, you can only use the Samsung version that works poorly.
Want to check the weather? Advertisment.
Want to use visual voicemail like any other android device? Too bad, you can only use the Samsung version that works poorly.
The 5G is inconsistent and performance is questionable on my network.
And this is the 3rd time I have written a review because Everytime I submit one they moderate it away.
No, I would not recommend this to a friend.
Features
3
Performance
3
Design
4
Value
2
Response from Samsung USBy ^Elizabeth, Samsung Cares, July 27, 2021
Hello RegrettingGalaxy, thank you for taking the time to leave this review. I can see why you're so upset. In order for us to look into this further for you, please contact us via one of the following options:
1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
- Reference ticket number: 1143551777
^Elizabeth
1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
- Reference ticket number: 1143551777
^Elizabeth
Written by a customer while visiting Samsung US
Customer Rating
2
It's ok-ish
on January 21, 2022
Posted by: DanW
from Tampa
Expertise:Expert
I thought the S21 would be better than my S8 being new but it is far from it. The response to gestures and typing is slower. The screen is lower quality and resolution. The glass doesn't wrap around and curve. There is no SD card slot. No headphone jack. It doesn't support my Gear 360 camera pod, nor my 360 VR headset.
My service provider said I have to upgrade due to the 3G sunset otherwise I'd still be with my S8. I loved that phone. The S21 is ok I guess but not worth giving up my S8.
I think I'll keep the S8 running on wifi only for use around the house and just take the S21 with me when I leave the house. It's sad what I've lossed in features "Upgrading" to a new phone. I regret having to buy a new phone. Maybe I'll find something about the S21 that will make it worth it. Crosses fingers.
My service provider said I have to upgrade due to the 3G sunset otherwise I'd still be with my S8. I loved that phone. The S21 is ok I guess but not worth giving up my S8.
I think I'll keep the S8 running on wifi only for use around the house and just take the S21 with me when I leave the house. It's sad what I've lossed in features "Upgrading" to a new phone. I regret having to buy a new phone. Maybe I'll find something about the S21 that will make it worth it. Crosses fingers.
No, I would not recommend this to a friend.
Features
1
Performance
2
Design
2
Value
2
Response from Samsung USBy Carrie Galvan, Samsung Cares, January 25, 2022
Hello DanW, thank you for sharing your experience with us. I understand how it can feel when expectations don't quite meet. We would be more than happy to look further into your concerns for you. Please contact us via one of the following options:
1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
- Reference ticket number: 1144111432
^Elizabeth
1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
- Reference ticket number: 1144111432
^Elizabeth
Written by a customer while visiting Samsung US
Customer Rating
3
Lack of headphone jack is disappointing
on October 11, 2021
Posted by: Mick
from Wisconsin
Expertise:Intermediate
Sure the phone is great but the lack of a headphone jack is super annoying. I understand this is the way of the future, but they literally created a problem for hundreds of thousands if not millions of users. This on top of the lack of charging base and even wireless headphones or a dongle reeks of greed. You can claim you did this to be green, but it was done in the hopes of making people buy even more of your accessories. I have only ever had a Samsung since I have had a smartphone. So far, this is the least impressive offering
No, I would not recommend this to a friend.
Features
3
Performance
4
Design
1
Value
2
Written by a customer while visiting Samsung US
Customer Rating
2
I just bought my last Samsung product
on July 11, 2021
Posted by: Mistercline
Expertise:Expert
No more MST payments. No headphone jack. No SD card tray. Stop taking away features
No, I would not recommend this to a friend.
Features
1
Performance
4
Design
2
Value
1
Response from Samsung USBy ^Elizabeth, Samsung Cares, July 13, 2021
Hello Mistercline, we would like to thank you for providing this detailed feedback. We do strive to make every customer experience a good one, and learning about your experience will help us to achieve this goal. ^Elizabeth
Written by a customer while visiting Samsung US
Customer Rating
1
No SD Card Slot. No Charger.
on August 17, 2021
Posted by: SC777
Expertise:Intermediate
I bought this phone and immediately noticed two issues. First, there is no charger. You literally cannot charge the phone without buying a separate charger. Second, Samsung removed the SD Card slot again. I though they learned their lesson after the S6, but nope. They keep repeating the same mistakes. And now removing the charger!? Why would you sell a phone that you can't charge!?
No, I would not recommend this to a friend.
Features
3
Performance
4
Design
1
Value
1
Response from Samsung USBy ^Elizabeth, Samsung Cares, August 20, 2021
Hello SC777, we apologize that this has been a less than ideal experience. Thank you for bringing this to our attention. Your feedback helps us to understand where we can take steps to improve our product. ^Elizabeth
Written by a customer while visiting Samsung US
Customer Rating
2
Started good, 3 months later waste of money
on December 10, 2021
Posted by: Maizecraize
from Bellevue,MI
I've had this phone for 3 months and it's slow, notes keeps locking up and shuffling my notes around. I own a small company and use the Samsung notes for lists, quotes, everything I need to keep track of and now I wanna smash this phone. I'll have an hour into quoting a job or making an invoice and it'll delay 4 seconds before typing my key strokesand then just shuffle.the page around. Always had Samsung but.i think.its time to give apple a shot. It does have a hard screen tho.
No, I would not recommend this to a friend.
Features
2
Performance
1
Design
2
Value
1
Response from Samsung USBy Carrie Galvan, Samsung Cares, December 13, 2021
Hello Maizecraize, thank you for reaching out. I understand how frustrating this has been for you. We would definitely like to look into your concerns further for you. Please contact us via one of the following options:
1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
- Reference ticket number: 1143974634
^Elizabeth
1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
- Reference ticket number: 1143974634
^Elizabeth
Written by a customer while visiting Samsung US