Samsung poor customer service

[Blackmaqic]

I’m a loyal Sumsing customer who owns several of your company’s high end products. My most recent Samsung purchase, customer service and delivery has been a total nightmare. I had to order the same items twice because a multi-Billion Dollar company’s system couldn’t just change a date which led to this nightmare. My first order # SAS02814726 back on 8/3/24 was messed up by Samsungs system. Promising me if I purchased on the 8/3/24 I would get my items by the 8/3/24. Once I made the purchase the system changed my arrival date to 8/20/24. I contacted customer service and there was nothing no one could do for me. I was like ok. Then I checked back on the app periodically to see how my order was being processed. I noticed the same items I purchased already were still being offered with a more recent delivery date than the one I had that got messed up by Samsungs system. So I called customer service again and told them what I’m seeing and the agent verified the same thing. The agent told me let me see what he can do. He came back and told me Samsungs system couldn’t change the date. He advised me the only way to get the better delivery date is to cancel my order and reorder the same items. While the agent was on the phone I cancelled the order and tried to place a new order and my credit card got locked because they thought some fraud was being done because of the multiple large purchases at Samsung. So now I had to go through this big ordeal to get my credit card unlocked all while the agent was still on the phone hearing what I was going through. I was very upset and my blood pressure was high. So now I get my card unlocked to make my second purchase # SA559930834 the purchase went through and now my delivery date was pushed back to 8/23/24 Now my blood pressure is through the roof. The agent told me not worry they will expedite my order and contact RXO (Samsungs horrible delivery and supposedly installations company). I waited and contacted Samsung customer service several times and no one did anything to fix this ordeal. Now finally 8/23/24 comes and nothing is delivered and I wasn’t contacted. I go to the app and see my order was pushed back to 8/30/24. I contacted Samsungs customer service again and again no one done anything or connected me to anyone in charge to fix this ordeal. Now 8/28/24 I get notification that my order will be to me installed and old appliances hauled away. On 8/29/24 some other company not RXO calls me and tell me that they are the installation company for RXO and can’t install my items on 8/30/24. I told him I don’t know who he is. He told me if I don’t like what he’s saying I could contact RXO. I told him I’m not contacting anyone because I did business with Samsung and no one else. RXO delivered my items and left. I had my family and friends over for the holiday weekend. I was very embarrassed to have to tell them what I’ve been through that entire month with Samsung. I can’t believe the kind of customer service and no compensation for the ordeal Samsung has put a loyal customer as myself through. With no compassion for my medical condition either. At this point I’m done with Samsung I’ve been very patient and want these Samsung products out my home.

[Piper123]

Hey there and welcome to the Samsung UK Community Forum

Sorry to hear of your troubles in your long thread here.

Personally, knowing how Samsung operate, I would not have cancelled the first order. Customers ordering after you would have likely had the same experience with delivery dates being changed.

In essence, especially for big ticket items, it depends on where the physical stock actually is. So the website may show stock in your country or region but in terms of delivery location, that may not be the case. Of course a large company like Samsung should be able to update their systems but sadly they still have a long way to go with Customer Service.

You mention being a long term customer, sorry but that is irrelevant. All customers should get a great service.

You also mention something about medical needs, again unless the product is related directly to your condition, it is irrelevant for the same reason.

Finally, the installation company reached out to you. You pushed them away (probably in frustration I'm sure) but that also hasn't helped. I would, now you've had delivery, reach out to them to get the install done. You could call Samsung but I would in this case go direct.

I hope you get things sorted.

[UNKNOWNUSERNAME]

Brilliant points, OP thinks because they are a loyal customer means they have some sort of loyalty status, Wrong. Ive been with samsung for around 10 years, and i never expected to get treated any differently just because of that.

[Glenntech]

Looking at the way you put the dates, I'm assuming you are in the US.
Probably best if you post in the US community as someone maybe able to assist or a Moderator might be able to offer some advice