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2.9
Updated by user Jan 21, 2020

UPDATE: After sending an email to the Samsung CEO's office, they fixed my issue in less than 48 hours. I wish I didn't have to go that far to fix the issue. But thank god my issue is resolved.

Updated by user Jan 21, 2020

I sent an email to the email starts with the president and also I sent the same email to the ceo's office.

Original review posted by user Jan 19, 2020

On the 28th of December 2019, I have placed an order from Samsung on their website https://www.samsung.com/us/ with using Samsung Financing Program. I applied for the Samsung Financing Program, and I got approved for $2200, and I placed an order for a washer and a dryer.

As soon as I placed the order, I realized that instead of a gas dryer, I ordered an electric dryer. So I called the Samsung to make sure that I can modify my order. But i was told that they need to cancel the order, and place a new order for the gas dryer. So we cancelled the order but I kept the washer.

I paid $1,561.63 in total. They have been holding $1560 pending in my account. But, since the day i cancelled my order for the dryer, it's been 22 days and I still did not receive my credit from my dryer back to my account. I have called the Samsung and the TD bank for more than 20 times.

First, I was told that it may take 1 to 3 days to receive the return, then they told me 3 to 5 days. Each estimate time that i was told to wait, I have waited, but next time when i called, they told me i was supposed to wait till 21 days, and finally i was told 30 days. Each time when I called a representative, they started blaming the other company. So, i have decided to make a conference call to understand who is holding my credit.

I am still going to the Laundromat to wash my clothes cause I can't use the washer by itself. I have been having problems with my wife because if this issue. They have $1560 pending in my online account, which is the washer and the dryer ( also I purchased add on services such as setup and 3 years care plan for both appliance). When i call Td Bank, they are telling me that '' Samsung needs to send us proper information about what is cancelled and what is charged, so we can release that pending,'' I have verified multiple times through both companies representatives that Samsung actually did send emails to inform TD Bank, and TD Bank replied to Samsung.

So I do not understand if they have been in touch about this issue, why they are not fixing it?! Both companies supervisors that i have spoken to told me that they will reach back out to me, but no one reached out to me with a solution. Now TD Bank representatives are telling me that they need to dispute the transaction, because Samsung still did not reach out to them officially. But i believe i shouldn't have to wait 30 days to receive my credit back, specially when i consider that i cancelled my order literally 5 minutes after i cancelled the order for the dryer.

Also Td Bank's representatives had me on hold more than 2 hours for sure, and i believe i have spent my maybe more than 4 hours trying to reach out to someone and fix the problem. Home Appliance Business Resolution Team department, they were trying to help me first with trying to reach out to TD Bank, but then they stop replying my emails and not answering my calls. I am going to complain about every single representative that answered my phone. I know i couldn't record their name.

But I believe all those conversations were recorded.

And I am really upset and tired of this process. Still did not get any help from anyone.

Reason of review: Poor customer service.

Preferred solution: Full refund.

Samsung Electronics Pros: Delivery service and their speed.

Samsung Electronics Cons: Samsung financing program with td bank, Customer service.

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