I recently purchased a 4-door flex Bespoke refrigerator from a local Samsung retailer after seeing a promotional offer from Samsung. This promotion allowed for the customer to register the product through Samsung and receive +$400 towards the purchase of any of the colored glass panels. I followed the rules and received a confirmation code then proceeded to purchase Clementine and Sunrise panels only to find out that these colors, among others, are NOT AVAILABLE. I have called Samsung multiple times to a) order panels or b) find out when they will be available only to be routed in circles between general customer service, promotions and complaints. I cannot understand why a major electronics and appliance manufacturer like Samsung would make this offer and not ensure that there was adequate stock for all colored panels. I am also dumbfounded as to why nobody I've spoken to can comment on when these colors will be available.
Several years ago I purchased one of the first plasma-based flat screen TV's from Samsung and one year to the date of purchase, the TV broke. I fought with Samsung for answers, received none, then tossed the TV only to find out a week later that there was a class-action lawsuit against Samsung for this particular TV. I would hate to think that Samsung would again be hit with a class-action lawsuit for offering a promotion that they ultimately have no inclination to fulfill or uphold.
My code is good for one year (now 10 months left) and I would appreciate someone within the Samsung organization to address this issue as I suspect there are many more customers out there who purchased Bespoke refrigerators after falling for the same promotion.
I am not able to order the custom panels on the Samsung website either. I also bought the fridge for the custom panel feature. Samsung's customer service/chat help has sent me in circles to different departments for months now. The ice maker is not working as well. The customer service sent me a link to the ice maker trouble shooting section of the manual which I had already referenced and gone through the steps myself. It still isn't working and It's going to take a miracle to get Samsung to get someone out to help fix it.
This is so frustrating! I spent hours picking out and designing my custom panels only to find NO way of ordering them. I talked to several customer support specialists and just keep getting transferred to different departments. It seems like they are marketing a product that doesn't exist in the hopes you will buy a fridge and then give up on the custom panel.
Ahhhh, this is so frustrating! I also have been through hours and hours of customer support calls and chats, yet no one has been able to help me in getting an order actually in my cart! My latest chat ended up in text messaging with someone in customer support and she stated this:
"As per checking, some of our customer was able to process purchasing a custom panels. If you're having the same issue please reach out to our Ecommerce department. You can talk to them at this link... "(The link is for the main order help website!!!)
I've tried Chrome, Edge, both with incognito browsing and without. I've tried different computers and even my phone (which can't even get past the preview your design phase).
Samsung - please realize there is an issue here and many people have invested in your Bespoke products for this feature that is currently useless!
I am so very disappointed and upset with Samsung! I have been trying for 2 months now, the first time I actually spoke to someone who understood what I was asking I was told it was because they will not ship to my zip code. Now I just talked to someone and she said its because you can only get the customized design panels when you initially purchase the fridge and it has to be purchased on Samsung's site, meaning you can't buy it form Lowes/Home Depot and then buy customized design panels after. This is just terrible advertising on Samsungs behalf and also they need to better inform their agents who are taking these calls as well as note this somewhere on their site. I have literally tried added custom panels numerous times only to get the error 'nothing in your cart'. So annoyed and so disappointed with this company right now!
I bought my bespoke 3 door over a month ago. I got an offer for a free set of 2nd panels, but the color I want is never in stock. There are at least 4 colors that have been unavailable for over a month. No one seems to have any idea when or if the panels will be back in stock. These panels are easily obtained outside of Samsung, including from Samsung's own parts partner. It's a bit disingenuous to sell me a refrigerator in a color I don't want with the empty promise of new panels I may never have the chance to order. Samsung needs to do better here.
We bought our Bespoke 4-Door Flex at the end of June from Lowe's, and it took them 4 months to get us our code. We didn't go ahead and buy the Navy Glass because we had a code for the free panels from Samsung. We were told our refrigerator would come with the color we wanted (it didn't), and now we can't find the Navy Glass anywhere! I agree with the above poster - this is very disingenuous to sell something with panels we don't want with the promise to receive the ones that we do want!
I am wondering who Samsung's parts partner is. I'd like to check them out.
