I placed an order for a new washing machine on Samsung website on March 23rd (To replace a previous Samsung Washing Machine that failed after less than 3 years - out of warranty). The order was to be delivered on April 4th. The day before I received emails and text from Samsung delivery partner RXO informing me that delivery would be between 3 -7pm. and I would receive a call 30 mins prior. On day of delivery nothing!! I tried to call at 6:45 pm but the office had already closed for the day and their chat was not working. At 4am on the 5th receive email from Samsung saying my order was cancelled and refunded due to non-delivery and that RXO had made three attempts to deliver and no response! An outright LIE!! Dishonest and Despicable behavior. At that stage I had been without a washing machine for 2 weeks now and wasted a day off work waiting for nothing!! 3 years earlier I had a similar horrible delivery experience from Samsung’s delivery partner XPO – I don’t know why I thought this one would be different. If it wasn’t for the fact I wanted to match my dryer I would gone with a different brand (I was also thinking I wanted to give Samsung one last go before purchasing a frame TV) At 5 am, via the chat feature on the Samsung website I had to reorder a new washing machine as my previous order had been cancelled and that would not be delivered for another week (I was told a new machine would have to be sent to the delivery depot as they couldn’t simply reassign the machine they failed to deliver) Later on, on the 5th I received an email from the delivery company (RXO) to say that the vehicle due to make the delivery experienced an issue and broken down on route. They couldn’t give me an explanation why someone didn’t call me to explain this at the time or why they lied to Samsung saying they had 3 attempts to deliver and subsequently had my order cancelled….I explained that I needed a washing ASAP and was assured that they would try to rearrange delivery of my order within the next few days.In the meantime, I escalated the issue via the Samsung website (To the CEO’s Office). They have a dedicated section on the customer service to do this – I question if any of these issues ever reach the CEO – the email acknowledgement I got back was poor to say the least (horrible formatting and standard cursory response, they couldn’t even be bothered to personalize with my name). I suspect it’s just part of the poorly staffed, unhelpful and insincere customer service department. I did receive a call from “Manager” But suspect lacked any real influence. The manager could not even be bothered to read up on the notes before calling me and could not give any real explanation – lots of apologies and sorry you had did experience but to be honest I felt like she was reading a script between awkward silences ….. After no real answers, no explanations, no promise to expediate delivery or anything she promised that once everything was sorted she would look to compensate for the issues and that She would call back in the next few days… The next day I received an email and text (From RXO) to arrange delivery of washing machine the next available slot of 09/04. This calmed me down.On the 7th/04 I received a text confirming delivery of my machine between 9 -12 the next day.On the morning of the 9th April I work up to a message saying “Apologies for the trouble caused, We were trying to reach you on 08:12 am to schedule the delivery, as today's delivery not routed as per the system”. Words could not explain my frustration - I had taken another day of work for nothing and spent the morning on calls to Samsung and RXO to find out what was going on. I never did get a call back from the manager who had promised to give me a call… again another example of the great Samsung customer care …Finally, my Washing Machine was delivered on 10/04 (It turns out they had two machines for me). The delivery team were great polite, friendly checked everything was working etc… Later in the day the manager did call me, to check If I had my delivery and if there were any issues. I received an email with my compensation - $50 voucher of Samsung products Thank you so much (That’s what you think my time is worth) Needless to say I won’t be buying the Frame TV ….or any other Samsung Product in the Future ….I hope this Samsung washing machine lasts longer than my previous Samsung one ….
