Over promise and under delivery

I bought a TV set washing machine and a fridge all of them is Samsung,I complained three times to the shop where I bought them cause the fridge is a big terrible noise every 15 to 20 minutes..I was given reference numbers every time I put a complaint... finally Samsung called to say they can't exchange the fridge as I was promised by one of their consultant reference number *** consultant name is Thobeka...the last person to call me was Phumla the complaints Manager who told me that they can't help me and I must feel free to call ombudsman. That's my dad story regards