Criminal, disgusting and illegal behavior – Where to even begin... This all started because my PC monitor was broken. Sent in for repairs, get contacted by Samsung about refunding it as they can’t repair it. Fill out a form and got a 30% discount on a TV. Sure I suppose, ordered the TV 17.01. Delivered 2 weeks later on the 30th, shattered screen out of the box. Massive cracks across it. The TV gets taken right away by delivery and I contact Samsung, they tell me replacement would take 30 BUSINESS DAYS. So basically a TV I paid over 6500$ ordered mid Jan, would arrive only mid March now.

Tell them to refund it instead and I will purchase another TV because then it arrives in 2 weeks, they inform me the refund will also take 30 business days. Fine, rather wait for money than a product, so I purchased another TV 02.02. Got a message they already organized delivery before the date I selected, when I wasn't home and was traveling. Samsung says they will update this in up to 10 business days. Delivery suppose to be in 3 days. Knowing the initial 30 day for a replacement issue, I contacted the delivery to not have to organize a redelivery in another months, solved the issue on the spot in 5 minutes with the delivery company. TV arrives, has missing pieces, the clip for the cable to be held in place isn’t in the box. This causes it to sometimes fall out and kill the TV. Great. So so far I have had a faulty product, a broken product and an incomplete product by Samsung, but surely all of this is an exception and they normally have great products and services right?

Been chasing up on all 3 separate issues, INCLUDING the monitor, which was dropped off in December last year, until today. I am not over exaggerating one bit when I say I contacted them about 30 times over the last 3 months. “We raised a callback request from a case manager, you will hear from them in 1-2 business days.” 3 days pass without a callback, “We raised another urgent callback, wait 1-2 business days”. Next week “we raised a super urgent callback request”. Again, and again, and again. After a dozen of those, I get a superior on the line, what do you think he says? “I now as a superior requested an update for you on this, you’ll get it in 1-2 business days”. Nothing. I spent probably days at this point in time invested on the line with Samsung trying to get this solved. Ask yourself if you would have the time to do this. Eventually on 03.03. I find out they, only now, 3 months later, decided to go pick up that broken monitor from the service center. The one that I dropped off in DECEMBER!

So here we are 4 months later, what is the situation you might ask? I finally got the refund for the monitor, the “small” amount of 1000$ about 2 weeks ago. This totals 1 day over 3 full months that the monitor was dropped off for repairs in which I had no access to my money or the product. But the other 12.500$ for two TVs they are still holding on to.

The first TV, after over two months that it was rejected on delivery, they inform me that they started a refund process. Not that I am getting my money, but that they will only now GO LOOK FOR WHERE THE TV IS! They organized a pickup from my house even though the TV was rejected upon delivery and taken away on 30.01., tried to brush it off as an “automated message” and said that they couldn’t process the refund because the TV wasn’t sent to their warehouse. They have to find it first, then send it to their warehouse, then ask me to wait another 30 days, BUSINESS days, for a refund. The TV I ordered mid January that arrived broken, at BEST I am suppose to get a refund mid May. When asked what the reason is that they haven’t done anything or sent it to their warehouse in 2 months, they replied with "we don't know". They have no insight into this and they themselves can’t reach the “internal team” or warehouse team in charge of this. Nor can they reach the case manager in charge of the case. Do you wonder what their internal team needed to do in order to start the process? Simply mark the order as “complete”. That is it. Click a button. The delivery details were updated on the day it was rejected. That's the sick part of this, they were incapable of doing 10 seconds worth of work in 2 months. I even reported this because I kept being bombarded every week for the last 3 months that my "goods are on the way" and they requested for it to be marked as complete. I have 10 emails saying this, they just refused to mark it as complete, last one was sent to me March 28th.

Second TV with missing parts, half functional… After sending them pictures of the issue 3 times, they first attempted to convince me that the hole that the clip has to go through is the clip itself. Yes, they genuinely tried to make me believe that. Each of the 3 times. Even though the manual of what is in the box clearly shows a separate picture of the clip and states it as a separate item that should arrive. Then it was again 10 different “technician will call you in 1-2 business days” which still hasn’t happened. Oh yeah and today after another inquiry about this… They tried to convince me to SCREW IN the cable with a screw (I wish I was joking), which would have without a doubt ruin the TV so they can claim it was my fault. This is how incompetent they are. And me asking to get a refund on this TV as well? They need that same technician to assess it first. The technician that hasn’t called since first requested on 15.02.

Don’t wait for them, don’t give them chances, don’t trust their words. They are allowed to lie and it is not against their policy, because the ones that can actually process and do something about your issues aren’t reachable. If they decide not to call you, they confirmed for me that you actually cannot do anything at all about it. All you can do is complain. They are able to see that the internal team and case managers aren’t responding, they can see the 15 callback requests asked of them, but all they can do is tell you how sorry they are and how they understand you must feel just so awful that they are holding onto thousands of your dollars. Friend of mine didn't receive his washer/dryer for 6 months, then they sent him only the washing machine, apologized that the dryer should come later and to this day, a year and a half later, he has not received the dryer. They are criminals, either don't ever buy anything from them or if you unfortunately have, chargeback with your bank as soon as you possibly can and don't waste your time.