I'll try to keep this short but my experience is truly a &%$@ show so I make no promises. I bought a Bespoke 3 door refrigerator on 8/22 during the promotion where you get a set of panels free. Refrigerator was delivered 9/4- it was damaged and came with NO PANELS. I called customer service and was told that I bought a refrigerator without panels. Who the &$%# buys a Bespoke refrigerator without panels? The customizable panels are part of the draw. I check my emailed receipt and the webpage -nowhere does it say that my refrigerator has no panels. The picture shows a stainless-steel refrigerator. When I click on the order number in my receipt it takes me to the page where I bought the refrigerator and it shows stainless steel panels were highlighted along with the other options I chose. I was transferred to another person- she had no idea why the panels were missing. Without even asking-she credited my cc $300 so I could buy some panels because there was no way for her to just send them to me. Great ok- I buy panels from a third party because Samsung is out of the all the colors I wanted and I chose stainless steel because only 1 other color was offered at that time. No problem, I will use the promo to get a second set later. I just need a new refrigerator without a bent frame- you can't install the panels if the metal frame that holds them in is bent. I found that out when I tried to put in the panels I bought. The replacement for my refrigerator comes on 9/7- it was also damaged as the frame was bent just like the 1st one. I tell the delivery people to take it back because what would be the point of exchanging 1 damaged refrigerator with another damaged refrigerator? Well, according to Tier 3 escalations lady that meant that I "refused" the replacement and they only offer 1 replacement. Ummm, what? You delivered another damaged refrigerator as the replacement and now this is on me? She says the only option is to return the original refrigerator and buy a new one that is now more money than the one I bought. She will not honor the price I purchased it for on 8/22 during the Labor day sale. This is insane- it's not like I received a perfectly good refrigerator and decided I didn't want it or I measured wrong and it doesn't fit. SAMSUNG DELIVERED TWO DAMAGED REFRIGERATORS AND THAT COUNTS AS MY REPLACEMENT NOW I HAVE TO SPEND MORE MONEY TO GET A NON-DAMAGED ONE? Make this make sense- Tier 3 escalations lady. Fast forward: 5 weeks of going back and forth with Tier 3 escalations lady who is now telling me that by accepting the $300 credit I agreed to keep the damaged refrigerator. Excuse me? The kind woman I spoke with (before Tier 3 escalations lady) was confused about why there were no panels, so she credited me. She didn't even ask- she put me on hold, came back on the line, and told me what she had done. There was no conversation about me keeping the damaged fridge in return. She said I could use that to buy the missing panels. Then on 10/9, Tier 3 escalations lady, who apparently runs the company as she verbatim said "There is no one I could speak to above her," emailed and said the refrigerator was on sale for less than I bought it for so l agreed to the exchange. I specifically asked about getting the refund for what I paid in August and she said she'd take care of it. The new refrigerator is delivered- it's not damaged- no panels- that's fine-I have a set and I will get my free set- woohoo! I check my refund- Tier 3 escalations lady (alleged CEO of Samsung) deducted the $300 credit I was given at the beginning of September when this whole poop fest started knowing that I had purchased panels with that money. Next, Tier 3 escalations lady revoked my $100 e-credit & made my purchase ineligible for the free panels since I bought them from a third party. Let's be honest, Samsung got paid for the panels because the third-party buyers bought them directly from Samsung. This is very vindictive and feels personal at this point. I mean, Mr. Lee Jae-yong, is the Tier 3 escalations lady truly running Samsung????? I'm fairly certain she is and that is quite unfortunate; due to her lack of customer care, I would rather have a blindfolded toddler, give me a lobotomy with a rusted icepick than buy anything from your company.. Seriously though- this is disappointing. Times are tough, people are working hard just to survive and a billion-zillion 52-million- dollar company wants to screw its customers- over a set of panels that probably have a 100% mark up. It really shows what kind of company this is. Save yourself the hassle- don't buy anything from Samsung. *Side note- Every number you call takes you to the customer service department, even the corporate number. This is such garbage but I don't have the time nor money to pay my attorney to deal with this small claims case. I've filed a report with the BBB. **Side note to the side note- 3 different guys from 3 different departments told me that my refrigerator DID in fact come with panels and that they had NEVER heard of Samsung selling one without them. So, l took screen shots and made a video showing that the link on my receipt went to the stainless steel refrigerator. I am glad I did because Samsung changed the listing. That is so sketchy! Why isn't there a class action law suit against Samsung? This is breach of contract and a violation of UCC guidelines.