Shocking Customer Service

I bought a very expensive Qled TV that has a defect, which was confirmed by a technician on site. This took place on the 10 June 2021. I was offered a repair or exchange, but I chose an exchange as a repair on a brand new TV did not feel right. It took weeks for the exchange to be approved and when a delivery date was finally arranged my replacement unit never arrived. Now there is no stock for a replacement unit so I had no choice but to opt for a return and refund.

Fast forward to 20 August 2021 and I am still waiting for my unit to be returned so I can get my money back. Endless calls to Customer service ends with "it has been escalated", but nothing happens. They promise to get back to me but they never do. Over 2 months of this and I've now lost patience and hope. This is the worst customer service I have ever experienced, and I will definitely not recommend buying from Samsung directly and am full of regret that I did myself.