No luck in receiving a refund on a broken product. Terrible Service.

I purchased a high-end soundbar from the Samsung online store in the middle of 2023. I started experiencing connection issues with my tv so I phoned to have the unit sent for repair. I was advised to hand it in at a town 50km from my own as there is a repair center there. When I got there I was told they only do fridge and microwave repairs. I drove to the nearest Samsung Experience store and booked it there so that they could send the unit in. This was on the 19th of September 2023. I received a call on the 24th of October. They said that the unit was not repairable and gave me an option of either a refund or a replacement unit. I opted for a refund. On the 26th of October, I received an email from a Samsung representative stating that I would get a refund as soon as the unit was picked up from my house. I explained that the unit was still with the repair center and gave my banking details. She said that she found the unit at the repair center and that I would be refunded. I still haven't received a refund as yet. I have called about 10 times, explaining the whole story every time. The answer is always the same; "Don't worry sir, the matter has been escalated and you will receive your refund shortly." I have received a call from the courier company a bunch of times asking when they could come and collect the unit from me and the couriers have been at my house to pick up the unit twice even though I haven't had the unit with me since September. When checking the system it still shows that the unit needs to be collected, even though I have been ensured countless times that the issue has been fixed and resolved. My last emails to the representative that I initially spoke to have been left unanswered. It seems like the term 'escalating the matter' is an easy way to give their customers peace of mind. Don't be fooled though, this means absolutely nothing. At least not in my case.

I pay a premium for Samsung products specifically to avoid this kind of service. In this case, I would have been much better off saving the money.