I purchased a microwave from Samsung on November 28, 2024, with the intention of surprising my wife for Christmas. The excitement of gifting her a new kitchen appliance turned to frustration when the unit finally arrived on December 2, 2024. Due to the holiday season, we decided to keep it under wraps until December 21, when the contractor was scheduled to install it above the range. To our dismay, it became clear that the microwave we had received was actually a countertop model, not the over-the-range unit we had intended. Unfortunately, this realization came just three days after the December 17 return window had closed, leaving us in a difficult situation.In an effort to rectify the mistake, I spent hours navigating through customer service, speaking with various representatives who repeatedly placed me on hold, only to inform me that the return window had already lapsed. As a long-term loyal customer of Samsung, my frustration grew, and I felt compelled to request to speak with a supervisor who could make an exception to allow us to exchange the unit for the correct model. I was hopeful that my loyalty to the brand would be acknowledged, yet I was met with disappointment when my request was denied. I truly expected better from Samsung, a company that I've trusted for years, and their lack of willingness to support a loyal customer left me feeling disheartened about their commitment to customer satisfaction.
