1 reviews | Active since Jan 2025
Poor Service and Delays from Samsung Online Store
I placed an order on the Samsung Online Store for a fridge on 12 December 2024, which was delivered on 17 December 2024. Unfortunately, upon opening the package, I found the fridge was damaged.
I immediately attempted to lodge an exchange but couldn’t because the delivery team hadn’t recorded the item as "delivered" on the same day. I tried again the following day and successfully lodged the exchange. I also called Samsung Online on 19 December 2024, and they assured me the issue was escalated.
On 20 December 2024, I received a call from Samsung confirming they had received my request and that the exchange process would take 7–14 working days.
On 6 January 2025 (day 12), I called to follow up, and the agent informed me that their system shows it as day 12 and that they would escalate it further. They promised to contact me within 24 hours. However, no call came.
On 7 January 2025 (day 13), I followed up again and received the same response: they would escalate it, send an email to their escalation team, and contact me within 24 hours.
I’m now left wondering if Samsung will manage to collect the damaged fridge and deliver the new one by tomorrow, as 8 January 2025 marks day 14 of the process. This entire experience has been frustrating and unacceptable.
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM