My Samsung fridge broke down a few months ago, in May I believe. It wasn't even a year old. I'm not sure what the part that needed to be replaced is called but initially, they said it would only be a few days for the part to come in. Then they said it would be two weeks. THEN they said they couldn't get the part at all, so they were going to replace the fridge, but we had to wait. Eventually they contacted us and gave us the option between a coupon that could only be used on the Samsung website and a refund which was much less than what we purchased the fridge for. After looking through the website and seeing that the refrigerators weren't going to be available until August, we opted for the refund. Samsung still send us a link with the coupon, which we did not ask for. When we reached out to the Refunds and Exchange department, specifically Gabriel B., we were told that he was going to cancel the coupon--as long as it was not used--and send us the City Bank link for the refund. He said that it would take 3-5 business days for the coupon to be retired and then another 3-6 business days for the Citi Bank link to be available and sent to our e-mail. I NEVER received it. Any attempts to contact this Gabriel B. have been ignored since then. I am beyond angry with what we've had to deal with. Not only were we without a fridge for too long, they didn't reimburse us the $300 for the food in the refrigerator, nor the $300 for the food in the freezer, PER THE WARRANTY. Yesterday I tried contacting the Refunds and Exchanges department through chat, and they told me to give them my e-mail address or phone number so they can try to contact me back shortly since they we overwhelmed. They haven't contacted me, so I reached out to them. I spoke to someone who could NOT help me and was trying to reach another department who couldn't be reached. The man I spoke to said that that department would reach out to me in 24-48 hours. I'VE BEEN WAITING SINCE MAY!!! I WANT MY REFUND AND I WANT THE $600 FOR THE SPOILED FOOD!!!!!!!!! Not only has Samsung put me out of a refrigerator for a ridiculously extended period of time, but they failed to factor that because I don't have a place to store my food, I have to spend extra money either driving to get fast-food or going to the grocery store every day. Between the gas and food cost, I should be reimbursed more than the $2107.32 for the broken down refrigerator plus the $600 for the spoiled food, PER THE WARRANTY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Hi, we realize that you have been greatly inconvenienced by the Refrigerator.
We kindly request you to contact our Live Chat Support by the link given below with the model number, serial and the purchase receipt, they will help you with the further options.
Unfortunately, you cannot share the personal information via DM(direct message) as you are in Beginner level1.
I’m going thru the same thing except it’s my washer. All paperwork has been approved and just waiting for that Citibank link. I can’t get anymore help from the lovely customer support PROS (🤣). I’m t try ting to find a phone number for Citibank.
if you have had success with getting your refund please tell me your secret.
I'm going on 2 months now I call them every single day and all they do is give you the run arounds. I'm about to file a law suit at this point against SAMSUNG & CITI BANK.
I am having the EXACT same problem. Same issue with the Samsung voucher vs. a refund. Now I last received a message that there was an internal change to how they process refunds and that I would hear from Citibank. NOT happening. This has gone on since last July. I am beyond upset. Way beyond.
Even after a whole year, this process has not improved… I’m currently going through the same exact issue.
Talked with live chat and had ticket for reimbursement submitted, live chat mentioned someone will call me 1-2 days… nothing.
I reached back out 2 more times, they said the exact same thing.
Reached put a third time and my ticket was “suspended”?! Live support said it was a “technical issue” and a new ticket was submitted and tagged as high priority. For some reason he had to ask for the food list and total price again…that should’ve been in the last ticket. Someone is supposed to call me 1-2 days and still no calls. They also cannot give me any phone number to call?!
do better Samsung, I’ve only used the fridge for 2 full months before I had to get the freezer fixed and your customer support has been terrible
I can one better you! I HAVE HAD MY NEW SAMSUNG "SMART" FRIDGE FOR 16 DAYS WHEN IT STOPPED COOLING AND IS IN NEED OF A MAOR REPAIR!
YUP- 16 days! The serviceman came out and had to order parts over a week ago.. I have called everyday and am getting the run around as well!
We have been without a refrigerator now for over a week and everytime I call customer service, I get another answer to my WHERE ARE the parts question... an answer that gives me hope for the next day but tomorrow never comes.
oh and it is weeks before xmas, family coming and we have no backup refrigerator cause WHY WOULD WE?? Customer service keeps saying "we understand" but do they?? Do they go home and are able to put thing to eat in their refrigerators?? I would be ashamed to work for a company like Samsung. This is not the first bad experiene I have had with them- the other was a crappy washing machine that lasted 2 years when the motherboard kept going out.
I WILL NEVER PURCHASE ANOTHER SAMSUNG ANYTHING with the way they treat their customers let alone how crappy their products are. I have a LEMON and they refuse to replace it even though it is 16 days old. Even of they did after reading the comments here, not sure that is what I want anyway PLUS if I did get it replaced-their appliances are so crappy that the newer fridge would probably break anyway!
Why can we not do SOMETHING to a company that are filled with crooks that take your money then leave you stranded??
Dido! Same experience all around...all of us! Please File a complaint with the Attorney General's Office, Better Business Bureau and Consumer Reports...which will hurt their business.
