I'll make this is short as possible. Bought a range and dishwasher from Samsung.com. Paid for delivery and setup. Delivery person literally dropped the appliance in to center of my kitchen and left. Called, complained, got a new service date. No show. Called, complained, got a new service date. No show. Called, complained, etc, two more times. I eventually had to hire a different company to do the install and never once got an apology or any other compensation from Samsung. Oh but you can bet their site shows delivery and install was successful.
Now four months later, the oven won't heat up. The stovetop and broiler work perfectly. Anyway, guess what? Two schedules for the repair, and you guessed it, two cancellations. First time driver had an accident. Second time, repair person called and said they didn't have to part necessary for the repair. The repair they were hired to service, two weeks ago.
You can guess I will NEVER but another product from Samsung.
I apologize for the frustrations you've had; you will need to contact our E-Commerce department directly as they handle the orders and installations. Their phone number is 855-726-8721, they'll be able to get everything sorted for you.
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They literally don't seem to care. They claim customer satisfaction is their highest priority but I think they only meant that BEFORE you spend your money. Once you've bought their product, you are no longer a concern. It took a lot of phone calls and complaints before they finally refunded my money for the install they never did. At first they told me it was the responsibility of the company they outsourced the job to. But wait, didn't you hire them to do the job? So if they are irresponsible and unreliable shouldn't that be on you?
What shocks me most besides the horrible customer service is that nobody ever reached out to me to fix what they broke. Every time my install appointment got cancelled (and btw, their website, the one where you can track the process of the appointment would literally change from "on their way" to "customer cancelled enroute" which of course I didn't) I would leave very negative feedback and nothing ever came of it. They just don't care, clearly. And guess what? I'm still getting emails asking me to schedule the install.
I hope you get your issue fixed.