Appalling Samsung Customer Service

Purchased a washing machine from Samsung online on the 14th December 2022, it arrived damaged and was reported so on the same day. We were told that it would only be collected the following Friday and that a refund can only take place some weeks later. It has now been a month. To this date we have e-mailed several times and called asking when and where a courier will be sent to collect this machine and we are getting no response. Calling customer service is a waste of time as you can barely understand what the consultant is saying. I asked the consultant to please respond to our emails as we want to know when the machine will be collected, he responded with:

Your customer support ticket was updated with the following message:

Customer says its been a while now since she reported this matter and the unit is still with her she is waiting for collection and refund

Tsholo

This is truly the worst customer service experience we ever expected from such a big company. I doubt that Samsung will even respond to this review. Another big corporate company forgetting the value of what a good review could have done . I DON'T NEED THE MATTER ESCALATED, I NEED IT TO BE SORTED OUT, ARRANGE A COURIER, COLLECT THE WASHING MACHINE AND REFUND ME.