Frustrating and prolong finally over after two years, not happy with Samsung Service 
My experience with Samsung has been one of the most frustrating and prolonged customer service experiences I have ever had.
I ordered a fridge directly from Samsung under order number UK241024–5237 7919. During the delivery, the delivery crew damaged both my flooring and the original fridge. Samsung replaced the damaged fridge, but resolving the damage to my property became an extremely long and complicated process.
I placed my order directly with Samsung. I did not choose the delivery company, their subcontractors or their insurance arrangements. I trusted Samsung as the company from which I was purchasing the appliance and allowed the delivery team into my home on that basis.
From there, I was passed between Samsung, AIT Home Delivery, different departments and eventually the delivery crew’s insurance representatives. I repeatedly had to chase updates and try to establish who was responsible for progressing the matter.
What should have been a straightforward property damage claim took approximately two years to resolve.
Throughout this period, I provided quotations and information when requested, followed instructions from the various parties involved and remained patient despite repeated delays. There were occasions when AIT appeared ready to settle the matter and asked me to proceed with the flooring contractor, only for further complications and delays to arise.
Eventually, the flooring work was completed and the contractor was paid. However, the amount of time, effort and persistence required simply to reach that point was completely disproportionate.
My records show that I sent approximately 234 emails and made 33 telephone calls to different Samsung departments alone, excluding the additional correspondence and calls involving AIT and the insurance company. I contacted various Samsung customer service and escalation channels simply to locate the correct people and obtain updates.
After the property damage was finally resolved, I then spent several further months pursuing Samsung regarding my complaint about the overall customer experience and the extraordinary amount of time required to resolve the matter.
Samsung’s final resolution offered me a £151.02 partial refund together with a £100 Samsung voucher. While I acknowledge that Samsung eventually made a goodwill offer, the voucher has limited practical value to me because it requires me to make another purchase from Samsung within six months and is subject to specific restrictions.
Following this experience, my confidence in Samsung has been seriously affected. Neither I nor my family currently intend to purchase further Samsung products, which means that a voucher requiring another purchase does not feel equivalent to £100 in practical terms.
The most disappointing aspect is that throughout the process I was repeatedly asked to be patient and wait while Samsung, AIT and other parties reviewed the matter. Yet, after spending approximately two years pursuing the original claim and several further months pursuing my complaint, I felt that I was expected to make a quick decision regarding the final offer.
I have dealt with many companies throughout my life, but I have never experienced such a prolonged and exhausting complaint process. The actual damage was eventually repaired, but the journey required to get there was unnecessarily complicated and involved far too much chasing by the customer.
I am sharing my experience so that other customers understand what happened in my case and so that Samsung can recognise the importance of taking ownership of the complete customer journey, particularly where third-party delivery companies are involved.
This review reflects my personal experience and is based on the extensive correspondence and records I have retained throughout the process.