I had to call Samsung over 8 times in the past 3 weeks as we had multiple issues with our delivery/installation and our dryer for our order. The company who delivered the dryer, washer, and fridge said installation was not included and delivered a damaged dryer, with missing parts and not installation. When I called Samsung to confirm, they saw that I had installation included and sent me an email in writing saying I had it included. I spoke to more than 7 different managers while going back and forth with Samsung and my husband spoke to managers as well. Between all of our phone calls, various Supervisors at Samsung promised us refunds for the challenges we went through. We were promised (4) SEPARATE $200 refunds, totaling $800 for the issues we faced between installing, a damaged dryer, bad customer service, terrible delivery, miscommunication between RXO and Samsung three separate times, and employees HANGING UP on us. Yesterday I called to check on the status of our refunds, as we have only received one. A customer service rep informs me that they are only allowed to promise one refund per order. Over the past THREE WEEKS, not a single manager has informed me or my husband of this rule. Also, I don't see how that is my problem, that YOUR MANAGERS promised us refunds and now you are saying that is against your policy. It seems you need to train your managers to understand this policy and not make empty promises to your customers. If you listen to all of our phone recordings, you will hear the hours and hours (over 9 hours) spent on the phone with Samsung over the past three weeks for this ONE order I had. We spent over $4000 with Samsung and they don't seem to care at all. I spoke with another Supervisor yesterday who was nice and listened to my issues and read through the notes. She put in a request to get the full $600 refund that we were missing. Today, I just got an email saying you are declining our refund because it is against your policy. This is the absolute worst customer service I have ever encountered. I have been in the customer service industry for 15 years, and I understand some things are out of your control, however this is not one of them. The fact that Samsung does not stand by its product, or the word of their managers is appalling. Up until yesterday all of your supervisors and managers were so helpful and understanding. They diffused every situation and now I have learned it was all a lie just to get us to hang up the phone. If I could give a negative score I would.
