I bought the Bespoke Family Hub Flex fridge back in September 2022. From there, I went to order the panels through the rebate that Samsung was offering at that point in time and found that they were not available to ship to our house. After contacting customer service and talking it over with them, I was forced to reach out to a relative in a different state (about a 4-hour drive away from me) to ship the product there. I was told that the alternative option was to wait until the stock was available to ship to my location, but it is a good thing that I didn't because it has never come available to ship to my address. I want to make myself heard when I say this is one of the worst shipping systems I have ever had to deal with. Anyway, luckily my relative was willing to assist me, so I placed the order for my panels in early November 2022. Much to my dismay, again, I saw that the estimated delivery date was supposed to be January 12, 2023. I received confirmation emails that my order was "on time" up until about the beginning of January, and then the communication stopped. Well, January 12th came and went. I had to log on to my Samsung account to see that the order was delayed. I was never notified via email or reached out to. If I hadn't looked for myself, I still would not have received any form of communication to this day. I contacted your customer support and even talked with a supervisor that said they would "escalate" my order on January 15th. They said that it would be 2-3 business days but assured me that I would get an update. Well, not surprisingly, I never received an update. I ended up calling back later that week and was given pretty much the same story. The assistant, however, said that my order was only missing one of the panels. I asked them to ship the other three items separately because waiting until the last panel comes in (estimated to be in March) is not acceptable. They assured me that they would "escalate" my order and ask to have my order partially shipped. Well, I was still waiting to hear about the status of my order, so I chatted with your team again today. During that call, I was informed that they would not ship out my order partially. That is why I asked to speak to an even higher-level supervisor.
Now we are up to the present time. I am not pleased with the performance of the Samsung team to escalate anything. I am still waiting on my order which I paid for a while ago. It has been the worst purchasing experience that I have had in my entire life. I am considering returning the fridge altogether. I am furious with how this whole situation has been handled since the point of trying to order and not being able to get the product shipped to my house. Now all I get is that my order has been escalated and it will take 2-3 business days for an update... an update that never seems to come.
Edit: 2/13/2023
Still waiting... It has been over a month since the initial delivery date, and the only communication I receive is a simple "Sorry for the inconvenience. Please be patient." This is so stupid. Just for fun, I ended up ordering a panel set from Lowe's and they are in now. It only took about 3 weeks. I'm starting to think the "rebate" was not only a lie but also a scam.
I too bought a Bespoke Family Hub Refrigerator. I also had trouble navigating the web site and finally reached out to Customer Support. I was informed that since it was a "Family Hub" I could not change the panels! There was no panel that would accommodate the computer monitor built into the upper right hand door.
Did you get your panels from Lowes and do they work? I would really appreciate hearing a response.
Yep. I have the offer for the 4 door panels for the french door refrigerator. Wasn't able to order them for months. Tons of back and forth with CS to no avail. Finally logged in a few weeks ago and the system allowed me to order them. Said shipping in May, but now says the order is delayed with no ship date. I think they've stopped manufacturing my refrigerator and I may never get my free panels. What a joke.
We live in Hawaii and purchased our Samsung 3-door Bespoke French Door Refrigerator from Lowes. And only now we are trying to redeem our Samsung credit towards a new set of Bespoke Refrigerator Panels thru Samsung.com. And we are experiencing difficulties. At first the color we wanted was not available. Then couple of hours they notified us it is available. When we input our order on line and put our zip code in, it stated they it's not available for delivery. So we tried another zip code in Hawaii and still not available for delivery. We tried to choose another color and repeat again and still stating that it is not deliverable. 🙃😒 I'll try again and if I'm not successful on line I'll contact the customer service. I'll come back and share the results. Thank you all for sharing your experience.
