Samsung Clearwater Mall

Good day,

We took up a promotion of a Samsung 55” Q60B QLED Smart TV bundled with a Samsung HW-T400 sound bar at the Samsung Clearwater Mall store on the 29th January 2023. At the time, the store advised that they were awaiting stock of the sound bar and would be in contact with us as soon as the stock arrived, within a week. In the interim, we took possession of the TV and the store made a note of the outstanding stock for the sound bar to be collected once stock was received at the store. Stock was expected the next week,

To date, we have still not received the sound bar and have to continuously call or visit the store for updates. We never receive any proactive updates from the store and following a call with Jerome (who was not at all helpful and who asked if he must fly to Korea to collect the sound bar) at the Clearwater Mall store again this morning, it is evident that the store has no clue as to when the stock will arrive and he subsequently referred me to your “Voice of the Customer” help desk who basically advised me that they cannot assist me and that it is the stores responsibility to keep us updated.

So we as the customer are being passed back and forth between your various departments but no one is able to advise us when the stock will be arriving, and it is now almost 2-months since our initial purchase. This is totally unacceptable service and none of your staff, both at the store and at your contact centre, are taking any responsibility to own the issue and find a resolution to determine when the stock will arrive. The standard response is always that the stock has not arrived and we must just wait, but no indication of how long the wait will be.

Please can I request urgent resolution on this matter, or else we will have no alternative but to approach the National Consumer Commission in line with the Consumer Protection Act to seek relief.

I look forward to your urgent response and resolution in this regard. Please also feel free to send Jerome on a management and customer service course that he evidently urgently requires.