Reviews
4.0
949 reviews
Good Fridge - Terrible Customer Service
If the purchase of the refrigerator were based on the fridge alone, I would probably leave 5 stars. Because I depended on Samsung's choice of delivery/installation company, RXO, and Samsung's less-than-stellar attempts to rectify my installation issues, I'm dropping 3 stars. The fridge makes ice like a beast, connects to my wireless network flawlessly, and seems to stay cold appropriately. However, if you live in an area where the delivery will come from RXO out of Shreveport, Louisiana, beware. When the doors arrive with one door higher than the other, the installers will tell you they are supposed to be that way, or they won't seal properly. They will further install the handles to the doors of the refrigerator and exit your property, leaving you to have to remove the sticky protective film, which if not completed BEFORE the handles are installed, will require you to remove the handles that were just installed so that there are not small patches of sticky film poking out from under the handles and reinstall them again yourself. You then read the manual, which explains exactly how to fix one door higher than the other with the included snap rings (not included when your delivery comes from RXO out of Shreveport, Louisiana). When you attempt to contact Samsung, they make it so difficult, you feel resolved to try to text with them about the installation issue. They tell you via text that the installer will get back in touch with you, but 10 days later, no word from the installer. Realizing the installer is not going to reach out, you then make the effort to speak to a human at Samsung. You finally speak to one person who listens to your story and then tells you she's connecting you to the people who can help. You then wait 31 minutes for a call back so you can tell the whole story one more time, only to have her tell you she must connect you with the people who can help. So, you hang up frustrated and try to find a way to get Samsung to listen...hence, this review. My advice - buy this fridge because it is great. But don't buy it unless it is available nearby and you have a truck and a friend who will help you get it to your kitchen.
Don't buy Samsung
Shame on me for not doing what I usually do if spending a chunk of money, I didn't research owner experiences and problems very much. Samsung makes great TV's, we have 3, and smartphones, but their appliances and especially refrigerators rank low, along with LG. For starters the owner's manual is horrid. A bazillion pages of safety and installation stuff but little on the functions and settings, requring Youtube videos to figure it out. Didn't even realize it had a separate ice maker in the freezer that drops cubes into bins, nothing in the manual about that. After 5 months and coincidentally (?) after a storm-related power failure my wife noticed ice cream in the freezer was soft, long after the power came back on. Meat and other frozen things seemed to be thawing. Temp display showed 0 degrees F., but a thermometer we placed in there showed 32. Refrigerator temp showed 37, but the thermometer showed 56. Thermometer is accurate when testing with ambient temps in the house. Fiddled and fooled with it and finally called Samsung for a warranty service call. Awful experience with heavy foreign accent customer service people. One finally had me do a reset of the electronics, that apparently doesn't happen just from cycling the power off and back on. A procedure of keypad presses that no one would ever figure out on their own. After "rebooting" that it seemed to be working, but 12 hours later the thermometer still only shows 26 degrees in the freezer while the display still shows 0. And the freezer ice maker hasn't made ice since this all began, which it can't do if the actual temp is not low enough. We'll see if it goes down any more but this is ridiculous. I have a service request ticket open and waiting on a local repair service to call. For a total purchase price of almost 2 grand with delivery and only 5 months in operation this is way unacceptable.
Great Fridge - Terrible Delivery
Fridge is awesome - no issues - delivery on other hand was horrible! First, the fridge arrived on truck (last delivery of day) out of the carton and packing protection and strapped to side of truck. I immediately noticed a ding in the front door right under the ice maker. Second, the crew would not believe me that they would have to remove doors on new fridge to fit through door way (i had already measured before buying - but they wouldn’t listen and wasted 30 minutes of time as well as damaging the wood trim throughout out 124 year old Victorian. Before they decided to remove doors, they asked it i would change my mind and buy the next size smaller to make it easier for them to install, but it would not be delivered until later that week. I told them we bought the biggest we could on purpose. So that is when they finally removed the doors and it went in no issues - except this is when they told me about the ding - they blamed it on my home even though i saw it already there when they arrived - it was caused because they loaded it without any of the packaging to protect it. He tried to get me to refuse it so they didn’t have to finish install and i stated no and asked what other options there was to resolve . I was told i could get a 10% discount, which i agreed to because i was certain there would be damage to anything this crew moved! Install took almost 2.5 hours which most of my frozen items were ruined. They also refused to remove any of the packing material or tape on the interior of the fridge - this took me an additional 1.5 hours to do after they left. They also did not have the owners manual or level the fridge or supply me the leveling rings (with the manual) so now the left door will not stay open. They also didn’t check the water line to see if worked/leaks. I’m not exactly sure what i paid for in delivery fee? I will never have Lowe’s delivery anything again, I will do it myself.
The fridge once i got it unpacked is awesome. So quiet and cold. Ice maker is best i’ve ever had!
The fridge once i got it unpacked is awesome. So quiet and cold. Ice maker is best i’ve ever had!
All around great appliance with one caveat.
I had to buy my Samsung in a hurry because the GE refrigerator that came with the house went bad quickly. Overall it is well built with quality worthy of a first rate manufacturer. Positive points are its large capacity in the box that fits into the space of my old 27 Cu ft model, glass shelves and three ice configurations. In the few weeks I’ve owned it, it’s held its interior temperature consistently in both the freezer and refrigerator sections. This box runs very quietly, so much so, that I’ve checked the handy cell phone app Samsung provides to make sure it’s still running. By the way, the app is a great way to manage the temps and ice production both in the door dispenser and bulk ice in the freezer.
I would have given this product 5 stars except for the lack of adjustability of the shelves. Adequate storage of tall bottles and milk cartons is on the skimpy side, so much so that I purchased a shelving unit enabling horizontal storage of those items much like wine bottles. This might have been mitigated with more shelving adjustments as I mentioned previously.
With the exception of that one large negative, the box is a well finished and capable appliance. Compared to boxes with the same features and even less cubic feet, the Samsung was very attractively priced, some boxes running hundreds of dollars more. Also the warranty covers a longer period of time than almost all competitors.
If you can live with the few adjustability problems, I would recommend this product as an all around good purchase.
I would have given this product 5 stars except for the lack of adjustability of the shelves. Adequate storage of tall bottles and milk cartons is on the skimpy side, so much so that I purchased a shelving unit enabling horizontal storage of those items much like wine bottles. This might have been mitigated with more shelving adjustments as I mentioned previously.
With the exception of that one large negative, the box is a well finished and capable appliance. Compared to boxes with the same features and even less cubic feet, the Samsung was very attractively priced, some boxes running hundreds of dollars more. Also the warranty covers a longer period of time than almost all competitors.
If you can live with the few adjustability problems, I would recommend this product as an all around good purchase.
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