topic Re: Bespoke panels not delivered for Months in Samsung Shop

Bespoke panels not delivered for Months

BespokePanelsDeliver — Wed, 05 Apr 2023 15:30:39 GMT

Unfortunately, I became a Samsung customer by purchasing the Bespoke 4 Dr refrigerator. Ordered panels months ago, no delivery information, keep canceling the orders.

Poor customer service, after asking for escalation contact, the representatives are disconnecting the calls.

Happened multiple times.

No Senior Management is interested to look at it.

Re: Bespoke panels not delivered for Months

SocietyGirl — Wed, 05 Apr 2023 15:36:39 GMT

Hi there,

Not an ideal situation to be in at all - if you could DM me some info regarding your order/s, I can look into it and speak to the relevant team ASAP.

Thanks,

Re: Bespoke panels not delivered for Months

SocietyGirl — Wed, 05 Apr 2023 15:58:31 GMT

I deleted your order ID, as it's personal information, but I got it here and will get someone to look into it.

Re: Bespoke panels not delivered for Months

BespokePanelsDeliver — Wed, 05 Apr 2023 15:59:00 GMT

Customer service made false promises and disconnected the line/chat when I ask the Senior Management for contact information to escalate the issue.

All I'm asking is to provide a definitive delivery date.

Re: Bespoke panels not delivered for Months

SocietyGirl — Wed, 05 Apr 2023 16:01:30 GMT

Is this from the US or US store by any chance? The number you gave isn't from the UK so our team here wouldn't be able to help.

Can you please confirm and I can check this out.

Re: Bespoke panels not delivered for Months

BespokePanelsDeliver — Wed, 05 Apr 2023 16:07:53 GMT

Re: Bespoke panels not delivered for Months

BespokePanelsDeliver — Wed, 05 Apr 2023 16:08:46 GMT

Is there a way, you can put me on the right US escalation team? Email should be fine. Not the customer service #.

Re: Bespoke panels not delivered for Months

SocietyGirl — Wed, 05 Apr 2023 16:11:21 GMT

So the US community is here: Samsung Community - Samsung Community

I'm unsure on the US escalation point, but you can reach them here: Contact Us | Official Samsung Support US

This is the UK team here, so we don't know too much about their levels/systems unfortunately. Maybe start with their Community and you'll likely find a US equivalent of me there that can guide you in the right direction.

Apologies I can't be much more help!

Re: Bespoke panels not delivered for Months

ryanmaloney — Mon, 17 Apr 2023 16:56:40 GMT

Same experience. I bought my bespoke in August of 2022. My panel order has been escalated 2x and still nothing and no update on when my order will be fulfilled. All i have is a suction cup. Is there a class action yet for this? searching. shouldn't take more than 8 months now to fulfill a rebate.

Re: Bespoke panels not delivered for Months

Kaley Yates — Thu, 04 May 2023 16:25:27 GMT

This is happening to me also, we ordered panels back in February!!! We are on our 2nd order now and the delivery date was supposed to be today, the guy on the live chat from India said no they have no shipped and idk when they will but you will get an email. We have NO panels currently on our fridge!!!

HELP

Re: Bespoke panels not delivered for Months

SocietyGirl — Wed, 10 May 2023 09:38:41 GMT

Are you both from the UK? Live chat isn't based in India for the UK, so I'm unsure if you have reached the right place.
Have you tried here? Help & Contact | Samsung United Kingdom

Re: Bespoke panels not delivered for Months

Joshua Ewing — Wed, 14 Jun 2023 14:18:42 GMT

The same thing is currently happening to me. I am told the panels are in stock but just aren't being shipped. I was told that they are filling the expedited shipping orders first.

Re: Bespoke panels not delivered for Months

bespoke refrigerator — Wed, 05 Jul 2023 20:17:05 GMT

i am in the same situation - ordered my bespoke fridge on 10/18/22 - received fridge on 3/31/23 and still do not have panels. i thought the fake rebate offer for panels would be better so i ordered those on 5/5/23 and got an email on 7/4/23 that it will be over 60 days.....asking me if i wanted to cancel the order. so i have NO PANELS at all. It's got aluminum or some kind of metal sheets on the front of it. I am done! Samsung does NOT CARE about customers. I am contacting Lowes tomorrow (no one is answering today) to send this piece of ***** back.

Re: Bespoke panels not delivered for Months

Unhappy Customer 00 — Sun, 23 Jul 2023 19:04:55 GMT

Same issue here. Disconnected several times when escalating to management. No information on when they will ship. The order is still on hold due to some lame reason. Very poor practice on the part of Samsung.

Re: Bespoke panels not delivered for Months

ntotrr — Sat, 16 Sep 2023 00:11:32 GMT

Trying to get the panels has seriously been one of the most frustrating things I have ever been through. Two months after ordering the panels they finally ship. The UPS tracking never changed from "Label created". After approximately two weeks after getting the email from Samsung confirming they were shipped

Re: Bespoke panels not delivered for Months

joe R — Wed, 25 Oct 2023 21:53:00 GMT

Same exact thing, the entire promotion of a free set of panels with purchase of the Bespoke fridge was a scam. I have never received my panels, I ordered through Home Depot and they continue to defer to Samsung and Samsung provides zero customer support.

Re: Bespoke panels not delivered for Months

NoPanels — Fri, 10 Nov 2023 03:35:44 GMT

I submitted my information to get the extra set of panels, my request was denied stating we do not have a qualifying purchase, our receipt says otherwise.

Placed order 8 months ago, never received, contacted Samsung 30+ times

Shaneman123 — Wed, 14 Feb 2024 21:36:29 GMT

Has anyone else ran into this problem (and how did you resolve it, please)?

I've spent over 20 hours calling/chatting Samsung's customer service agents, even the managers. They keep saying my product, specifically refrigerator bespoke panels, that I ordered in July 2023 "is being produced" and will arrive soon. Yet it doesn't arrive and they don't follow-up via email as they promise every time I get off the call.

I finally gave in and told them to just cancel the order... and guess what... Customer Service doesn't have the authority to cancel the order, and it has to go to another division. Well, after waiting a good week again, the order wasn't cancelled.

So, it's up to me to contact Samsung every single time I don't hear from them. They stole my money at this point!

Re: Placed order 8 months ago, never received, contacted Samsung 30+ times

UNKNOWNUSERNAME — Wed, 14 Feb 2024 21:50:13 GMT

if its being like this for 8 months, id get legal advice.

Re: Placed order 8 months ago, never received, contacted Samsung 30+ times

SocietyGirl — Wed, 21 Feb 2024 09:19:45 GMT

Hi @Shaneman123

Could you please DM myself or @Sam_UK with your order number, name address etc. and we'll look into this for you.