I ordered 85” Class QE1C QLED 4K and it got delivered in time and with free installation during Thanksgiving 2024.
First, I kept delivery on week day and installation on weekend but they just surprised me and said that they need to do delivery and installation on same day else it might be difficult to get it installed. They did not even inform me this ahead and gave me chance to reschedule this. I do not have no other way since they were standing Infront of my door so I agreed and asked them to install the TV and I juggled between my work and their installation and they installed and went off and I did not check the TV until evening.
I was clearly able to see the TV is not flat and it has side has bends so after few calls to their E-Commerce department and asking many questions I decided to return my TV and put new order for same TV and do price match.
They promised me that they come and pickup my old TV first and then they will deliver my new TV. Thats why I put the order for new TV else I would have waited for them to pick TV first and then I would have ordered new TV.
So I asked E-Commerce person to put return request and they did it. After that I kept new order for new TV.
Then the nightmare started. First as they promised no one called me to schedule my pick up even after waiting 3 business days.
Then I called Samsung E-Commerce and first call they simply escalated. Next day I again called and simply they escalated again. Now again I called Samsung multiple times and after staying on call for 30 mins the call simply disconnects. I was able to get hold of Samsung E-Commerce agent and after almost 90 mins of call the RXO the delivery/Pickup entity said they do not see my item on their side so they cannot schedule my pickup. Again Samsung said escalated it. Next day again multiple calls to Samsung E-Commerce and every time I need explain full story to every new person I speak.
After spending almost 5 to 6 hours on call I figured out that even though Samsung E-Commerce is escalating the pickup order RXO is unable to schedule my pickup since RXO do not see pickup order on their side.
I figured out this after almost 6 hours of painful calls with Samsung E-Commerce. The worst experience I had in my entire life so far and it is so frustrating since the E-Commerce customer service does not have much access connect me to right person and really I do not know what the hell escalation means in Samsung language.
