Samsung Is Failing to Deliver a Replacement after 1.5 Months of Ordering a Brand New Appliance, What Are My Options?

Lxcode on 13/12/2022 - 11:01

(first time posting, apologies if it violates any terms of use)

Ordered a brand new fridge from Samsung Online, delivered the next day but the door and back of the fridge was damaged to an extent that it wasn't usable.

  • Called them immediately, was asked to lodge a compliant with picture
  • Did it the same day, it took them 32 days to send someone to pick up the fridge
  • it's been 1.5 months since I placed the order, and I'm still waiting for a replacement
  • Their ETA is another 30 business days!

I've called them so many times, emailed, even used the "Email to CEO" facility on their website but I'm getting nowhere

Their process for refund is even worse

What are my options? We don't have another fridge at home, and have been eating out or using ice in an esky

Electrical & Electronics Refrigerator Samsung

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Comments

  • Nugs on 13/12/2022 - 11:03
    +12

    I'd push for refund and buy another brand
    .

    • xcode on 13/12/2022 - 11:19
      +2

      10 business days to cancel the replacement request and another 30 to process the refund :facepalm: but I'm consider this option still

      • simbachen on 28/04/2023 - 20:28

        Did you get your refund? There's so much issue with Samsung with refund for goods that was never received.

  • jumpypotato53 on 13/12/2022 - 11:03
    +2

    Did you pay by credit card? Could you ask your cc operator to process the refund?

    • xcode on 13/12/2022 - 11:20

      debit card unfortunately

      • brendanm on 13/12/2022 - 11:32
        +4

        Should still have that option, depending on the card. Call your bank.

      • cyssero on 13/12/2022 - 11:41
        +3

        You'll still have protection, however it won't get resolved quicker than 30 days in my experience. It's definitely a good option.

        If this is urgent (and it sounds like it is), I would simply order a new fridge, even if it is the same model, wherever it is in stock. Many retailers will do next day delivery if it is in stock. Tell Samsung you don't need it any longer, show them your new receipt, and push for a refund.

  • MS Paint on 13/12/2022 - 11:04
    +2

    Maybe purchase a small bar fridge off Gumtree for $50ish until this is resolved.

  • JMosk on 13/12/2022 - 11:35
    +2

    Options I can think of:
    1. Wait for the replacement
    2. Ask for a refund
    3. Make a short post on their socials explaining the situation and ask for someone to get in touch to assist you. This only works if you remove emotion and keep it short and factual

  • cookie2 on 13/12/2022 - 11:35
    +1

    Decide what you want and raise it with fair trading as a complaint. If i was eating out for every meal, there's no way I'd wait as long as you have, let alone any longer. That'd be adding considerable $ and diet change. Go buy another fridge (and brand if it was me) and just keep pushing for a refund. It was damaged on arrival, excessive amount of time until rectified etc, you'll get your refund. I'm intrigued tho, how did you end up with no fridge at all?

    • xcode on 13/12/2022 - 11:42
      +1

      not every day but wasn't easy still

      I'm intrigued tho, how did you end up with no fridge at all?

      umm moved into a new apartment and our previous one had a built-in

      • cookie2 on 13/12/2022 - 14:40
        +1

        Ahh. Makes sense. I was wondering as I didn't think that was the normal wait for a fridge and I figured that the availability would've factored in to your choice of fridge IF you didn't already have one. What are you going to do now? Are you the person filling the fridge and freezer at my workplace? Lol.

  • HeWhoKnows on 13/12/2022 - 11:45
    -1

    The problem here is STOCK or rather lack thereof.

    Everyone knows about supply issues.
    Samsung is just giving you thier best estimate of when new stock will arrive.

    They should have explained this to you and offered an immediate refund as an option.

    Even 5 days is too long to go without a fridge.

    Id consider making a complaint with Dept of fair Trading

    Meanwhile order a fridge that is actually in stock (not a Samsung) at a retail store

  • xcode on 13/12/2022 - 11:47
    +2

    Thanks everyone

    I have raised for a refund instead and will be buying from a different supplier

    Will raise a case with Fair Trade too, this behaviour is just unacceptable

    I've also been looking at their social media pages and they are full of similar complaints, so it's not a one of issue

    • [Deactivated] on 13/12/2022 - 12:55

      I've also been looking at their social media pages and they are full of similar complaints, so it's not a one of issue

      Was that your inspo?

  • BewareOfThe Dog on 13/12/2022 - 11:47
    -2

    Bikies.

    • BewareOfThe Dog on 13/12/2022 - 11:49
      +2

      But seriously, write a review on productreview.com.au, for that product. Rate 1 star and explain why etc. Also, maybe on the Samsung brand area as well. Remember, they are a MASSIVE company, so there would be plenty of issues that fall through the cracks.

      Best of Luck

  • Scope on 13/12/2022 - 11:58

    Ask them if its possible to change to a different model that is in stock right now.

  • iNeed2Pee on 13/12/2022 - 15:16

    Samsung are useless.

  • solidussnake on 13/12/2022 - 18:30

    Another day another online Samsung order, buyer beware as usual

  • pjcook on 14/12/2022 - 11:07

    ACCC

  • jrvb42 on 14/12/2022 - 19:22
    -1

    Knowing Samsung "support", no option. Just learn from it as I did and never touch Samsung again.

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