Deeply Disappointed – No Resolution After 1.5 Months and Multiple Escalations

Title: Deeply Disappointed – No Resolution After 1.5 Months and Multiple Escalations

This is the second review I’m leaving on Hellopeter regarding this issue. The first was posted by my wife, Myurie M, on 22 May 2025, after which we received a call from Samsung promising that the issue would be resolved. Unfortunately, nothing has been resolved.

We purchased a microwave online, which was delivered on 16 April 2025. The unit was defective out of the box, and we contacted the call centre the very next day to request a refund.

Since then, we have made numerous follow-ups:

20 April

24 April

3 May

19 May (where we again requested a refund and asked for a collection timeline)

30 May, when I specifically requested a call back from a manager or senior staff member, which was promised but never happened.

Each time, we are told the issue has been "escalated," yet there is no timeline, no resolution, and no follow-through. On 22 May, following our Hellopeter post, we were contacted again and told the matter had been dealt with—yet here we are, still without a working microwave or any meaningful support.

This is without question the worst customer service experience we have ever encountered. It is particularly disheartening because we have always been loyal to Samsung, as fans of the brand across multiple product categories.

To receive a defective product, followed by over six weeks of empty promises, zero accountability, and poor communication, especially from what is meant to be your flagship store, is absolutely unacceptable. We have now been without a microwave for over 1.5 months, and Samsung has shown no urgency or ownership in resolving the issue.

I’m sending this message in the hope that it finally leads to a resolution — but honestly, I don’t have much hope left. The number of similar negative reviews on this site speaks volumes. It tells you everything you need to know about how customers are being treated.