Ordered three Samsung household appliances from Samsung website (United Kingdom) - fridge freezer, washing machine and tumble dryer. Once arrived, all products have been functioning great. They are fantastic. Unfortunately thats the only good bit about Samsung, their products. Everything else is poor, from poor communication, delays, and a frustratingly slow and inefficient customer service who spends most of their time trying to be excessively polite. If you can purchase a Samsung product through third party store E.g Amazon, John Lewis, Currys etc, I highly recommend doing this. I took advantage of the 20% discount if you purchased 3 home appliances - I bought a fridge freezer, washing machine and tumble dryer all via their Samsung website. I was expecting all three deliveries to be made on 8/10/22. The day before the delivery day, I was told the washing machine would be delivered on time, but fridge freezer and tumble dryer would be delayed until 22/10/22. I cancelled hosting family and friends that weekend (had they informed me a few days in advance, this would have been fine. I don’t mind delays, but not if told the evening the day before of delivery!!). Couple of days later, I drove 2.5 hours to borrow a mini fridge from a friend, only to be told on driving back that the fridge freezer would in fact be delivered the next day on the 11/10/22 (communicated by the courier, not Samsung!). A wasted trip. Again, why was I informed last minute?On the 22/10/22 (expected due date for tumble dryer) - I had no communication about the delivery from the courier- I contacted Samsung customer service on the delivery date, only to be told it was delayed once again to 5/11/22. Again, zero communication. Again, I had to ensure I was at home this weekend, instead of joining family and friends in London. Why am I the one chasing delivery dates!? Why aren’t Samsung informing me, this is surely basic customer care. And then all of a sudden I was contacted by the courier on 24/10 that it would be delivered the next day on 25/10. Funnily enough I was then emailed by Samsung at 4 am on day of delivery that the dryer was going to be delayed to November, when in fact this was completely false (after courier confirmed delivery). This added to the confusion.The communication is all over the place at best, if not, non-existant. There has been many disruptions for me in October 2022. I have spent over £2000 for these products. After many hours on the line with customer care, I was offered £50 voucher (2.5% of total money spent) which I found inadequate. I escalated this to a manager who offered £70 instead… reluctantly I had accepted as this the ‘best’ they could do, and quite frankly I was wasting too much time with Samsung. To top it all off, they forgot to send me the voucher code. I am still waiting for the code. Absolutely comical. Samsung products are A+. The customer care is a D grade at best. Buy your Samsung appliances from a third party store to avoid dealing with customer care.
