Complaint and Request for Refund Defective Samsung Washing Machine Purchased on 20 February 2026

formally expressing my extreme dissatisfaction and frustration regarding a Samsung washing machine that I purchased from House & Home Westgate on 20 February 2026.

Since purchasing this machine, we have experienced continuous problems with its functionality. Despite numerous service calls being logged and multiple technician visits, the issue remains unresolved. The technicians arrive, perform their inspections, and the machine may work temporarily; however, after a few days it stops working again. We then have to repeat the entire process by logging another complaint.

This situation has become completely unacceptable. We have been forced to travel to House & Home Westgate almost every week, often paying for Uber transportation, simply to report the same recurring issue. The amount of time, money, and inconvenience this has caused is unacceptable for a brand-new appliance.

Today, I spoke with Verlen, the Manager at House & Home Westgate, who advised that she would escalate the matter to Samsung. However, she was unable or unwilling to provide me with an SLA or any indication of how long it would take for Samsung to resolve this matter. As a customer, I find this lack of transparency extremely disappointing.

At this point, we are unable to use the washing machine and are left without a reliable means of washing our clothes. We purchased a new appliance with the expectation that it would function properly, yet for months we have been dealing with recurring breakdowns and poor service from both Samsung and House & Home.

I am deeply disappointed with the level of customer service received from both parties. The constant technician visits, repeated reports, lack of a permanent solution, and poor communication have completely eroded my confidence in this product and in Samsung's after-sales support.

Given the repeated failures and the inability to permanently repair the machine, I am formally requesting a full refund for this washing machine. I genuinely regret purchasing this product and believe I have been more than patient in allowing multiple opportunities for the issue to be resolved.

I request an urgent written response regarding:

The status of this complaint. The escalation reference number. The applicable SLA for resolution. The process and timeline for issuing a full refund.

I trust that Samsung will treat this matter with the seriousness it deserves and provide an immediate resolution.

Kind regards,

Sam Molife Contact Number: ***