Unable to get replacement order

[DavidC83]

I ordered a 2020 series 6 addwash 10.5kg washing machine 01.01.2022. On delivery my floor was damaged and the washing machine was damaged. This was returned 17.01.2022 and I was promised a replacement within 10 days. I have since been told there is no stock after many failed promises to have this item delivered. 

I can now see the item is in stock on the Samsung website with the earliest delivery date of Monday 14th Feb.. 

I am still being told by samsung however that we may not have the washing machine next week as its not in stock.. I have been offered a refund which will take up to 10 days so I can then order again!. The washing machine is now also £100 more expensive...

Also I was offered a £50 samsung voucher which then went down to £30.

Almost 4 weeks now without a washing machine.. please someone tell me what to do......

[ChrisM]

Hi @DavidC83 

We're sad to hear of the experience you've had with your Washing Machine. You would need to follow this up with the Online Shop team, who would be able to update you further. You can contact them on 0330 726 7467, Mon-Sun | 8am to 10pm.

[DavidC83]

Hi Chris. Thank you for the response. I have spoken to them on about 10 different occasions. All they can do is email the logistics team and they say there is no way for me to speak to that team..
I can order the washing machine online now yet they say there is no replacement stock. You have my money but I don't have the product and you are offering the product to other customers ahead of me.. this is not right.. I've also spoken to customer solutions team and they don't have access to the systems to help any further..
I can't even tell you the amount of stress and issues this is causing.. why can't someone take ownership of this? Promised callbacks are not kept and it feels like you don't care..
If the replacement order is causing the issue then someone just needs to cancel that and order me a new one.. problem solved and I don't even want compensation as I have been so exhausted over this process..
Please please please sort this for me

[PP9989]

Did you get this resolved? I’m having a similar issue where the courier returned a damaged item to Samsung (instead of delivering it) they processed a refund without my consent (I wanted a replacement) & now expect me to re order the item at £800 more…

[DavidC83]

Wow thats horrible service.. my issue is still ongoing unfortunatly. We have now got a senior manager dealing with this and there has been talk about cancelling the replacement order and re ordering at a discount to the same price we originally paid. We had to come up with this solution though.. just keep on at them but don't accept a manager callback as it doesn't happen.. good luck