I purchased a washing machine from Samsung, online, on 26th March. The order was delivered on 9th April. However, the washing machine was significantly damaged and looked as though it had been dropped. It was cracked and the whole top actually lifted off, making it unsafe to use. We therefore didn't install it; it was sent back. Since then, I have been unable to obtain tracking details/ confirmation of dispatch of a new machine despite multiple requests for this information. I keep being told that it will take "7-10 working days" for the new machine to arrive, and "you'll receive an email". I haven't received any emails following any of the occasions that I've been told that I would receive one, and we are still without a washing machine. I finally requested a refund (today) and I am now told once again that this will take "7-10 working days". I've called Samsung at least 9 times and I've had several online 'chat sessions' with them to try and gain clarity around the situation, with no further clarity offered. Samsung have provided insincere apologies, which on each occasion have sounded very robotic from the telephone customer service representatives involved. In one of the telephone calls, I was offered £5 as an apology. I've never known such poor customer service. Each time I have attempted to make contact with Samsung, I have been passed from person-to-person waiting for a significant amount of time on hold to speak to someone and then passed from department-to-department. The agents I've communicated with have given the impression that they couldn't care less. Additionally, I tried to make an internal complaint by requesting that their complaints process be followed but I wasn't transferred to anyone who could process/ address my complaint. Instead, I was transferred through to the service repair department and greeting by a perplexed telephone customer service agent. I informed several agents that I would complaining to Trading Standards and they seemed to oblivious to this organisation and the implications of this. If I could rate Samsung's customer service with less than one star, I would!