This has been, without question, the most infuriating, disrespectful, and unacceptable experience we’ve ever had with a company. On October 15, 2024, we purchased a Samsung Bespoke 3-door refrigerator, a smart freestanding electric range with no-preheat air fry and convection, an auto-release 42dBA dishwasher, and a Bespoke over-the-range microwave. We also paid for installation and haul-away services and even purchased Samsung Care+ for every single item. Living in a condo with very limited space, we made it explicitly clear that everything had to be delivered, installed, and the old appliances hauled away on the same day. Samsung guaranteed this would happen. Delivery was scheduled for November 2, 2024.
Fast forward to chaos.
On November 15—two weeks late—the very first RXO team (Samsung’s delivery partner, a company with abysmal reviews—something we unfortunately didn’t know beforehand) arrived with only the refrigerator. One of them walked in, measured the elevator entrance and kitchen, and informed us they were just dropping off the fridge. No installation. No haul-away. We were stunned. We had paid for these services and trusted Samsung to follow through. After wasting hours on calls with Samsung and RXO and showing the delivery team our receipt, they finally agreed to take the fridge back because there was no way we were accepting it without the promised services.
On November 20, another RXO team arrived—this time with all four appliances. We thought the nightmare was over. We were wrong. Upon inspecting the fridge, we discovered it was an open-box unit with a dent in the back. How does this happen with a brand-new purchase? Begrudgingly, we allowed them to bring it in. The team installed the fridge and range, completed haul-away for those two items, and then dropped another bombshell: they couldn’t install the dishwasher or microwave because these required “licensed installers.” Seriously? Samsung never mentioned this during the purchase process! The RXO team leader promised to “expedite” the installation process, but all they did was leave the dishwasher and microwave in our condo, boxed and unusable.
Adding insult to injury, when we peeled off the fridge’s protective plastic, we found damage on the door. Furious, we contacted Samsung, who agreed to replace it. On November 30, the very first RXO team that had shown up empty-handed the first time came back to deliver and install the new fridge. Even they were shocked to see the dishwasher and microwave still sitting in our living room, uninstalled and collecting dust.
What followed was pure **bleep**.
Since November 20, we’ve been trapped in a vicious cycle of endless phone calls with Samsung and RXO. We’ve been bounced back and forth between two incompetent companies, trying to schedule the installation and haul-away services that we already paid for. Initially, RXO at least informed us of cancellations. Now, they don’t even bother. The final straw? We learned during one of these agonizing calls that Samsung had canceled the installation and haul-away services entirely—without notifying us or issuing a refund.
Adding further insult, we purchased Samsung Care+ for each item, believing it would offer peace of mind. Instead, it feels like a waste of money, as Samsung seems completely uninterested in providing even basic customer service, let alone premium care.
Two months. That’s how long we’ve waited. Two months of broken promises, wasted time, and total disrespect. Our dishwasher and microwave are still sitting in our condo, making it impossible to live normally. Imagine hosting Thanksgiving with major appliances parked in your living room like useless ornaments.
This entire ordeal has been an unmitigated disaster. Samsung has shown a shocking inability to meet even basic customer expectations. They lied to us, ignored us, and refused to make things right. We are beyond frustrated, furious, and deeply disappointed in their complete lack of accountability.
At this point, we’re ready to file a claim and pursue every available avenue to hold Samsung accountable for this appalling experience.
Do yourself a favor: NEVER buy anything from Samsung. They don’t deserve your money, your trust, or your business.
Yep luckily I just have a phone but getting rid of it in the new year I'm just tired of Samsung Takes too long to get the newest os and yep going back to Google Wonder if the export tariffs will affect samsucks
