I had a faulty washing machine. It took them a week to come out and look, 2 weeks to make a decision regarding a refund. Finally I was offered a refund on the 29th of March. I had questions (a lot of machines are out of stock currently and a store credit with the same store pointless when there wasn’t stock. I wanted to know if I could use the credit at another store) but they were not responding to my emails and when I called I was told they'd get back to me and they never did. Fast forward 2 weeks, I agreed to a refund and not a voucher because my answers weren't being answered. I sent through everything they needed from my end and asked them to acknowledge receipt of my email so that everything was ok. Once again countless emails and call back messages, I managed to get through to them only to be told that they were waiting for me to send through the logo of my bank. By this time I was extremely frustrated because had I not called I'd have no idea that the whole process was on hold because I wasn't notified about a 'logo'. It would've been nice for them to have replied back to my email and we wouldn't have wasted another week. Once everything was sent through I was told the procedure was 7-10 business days for collection of washing machine and then 7-10 business days for the refund to be released - Turn around of 21 to 30 business days in total. It has been 21 days since and the logistics company is yet to collect the washing machine. I have sent many more email and made many more calls to see why things were delayed. By now, the machine should have been collected and a refund should've been on the way. The case managers keep changing their stories, the logistics company isn't getting in contact with me to organise collection. I'm at my wits end. I have asked to speak to someone higher up to put forward a complaint but they keep telling me there is no one higher. Every attempt gets me back to their call centre in the Philippines. Honestly, every electronic item I own is Samsung but this experience has turned me off completely the brand. There is no customer service, the process is ridiculous and I'm running around doing their job but they're getting paid for it! I don't think I'll buy Samsung again unless it's a phone or tablet. I can't believe it's taking this long to have a machine collected and refund to be processed.