Samsung Charged Me for Cancelled Order and Still Have Not Refunded Me after Almost 2 Months

Wiede on 02/10/2021 - 07:52

So here's a nightmare story that is currently happening to me and I have yet hear from Samsung after so many phone calls and emails.

I preordered a Z Fold 3 from their online store on the 12th of August, I forgot to apply the free Samsung Care code so I call them to cancel and reordered.

After a week or so I realized that even though the order was cancelled I was still charged for the phone, not a problem I will just call them and sort this out right?

If only I knew what a nightmare the process will be, people don't complain about Samsung customer service for nothing (check reddit for some awesome stories about their legendary crappy customer service)

Called them for a couple of days without any luck, can't even get through. This is around the Fold/Flip 3 preorder time so I thought I will wait a couple more days

Called again, got through. The other person said that is not her area and hang up. Wtf

Called again, I think it is the same person? But maybe just sounded the same so I tried to explain my situation, she said she doesnt do refund and hang up. Yep same person. I was pissed off

Called the following day after 6 tries managed to get a hold of someone. This one is better, he apologise and told me he will sort it out. He raised an incident and told me it will be sorted in a couple of days

A couple of weeks later got the cc bill, charges still there, called my cc provider and they said they cant do anything as it is a legit charge and Samsung need to send them a credit note. Asked me to call Samsung

Called again after several tries (that damn wait song is getting on my nerves) they cant find my reference. Now I am really angry, told them to check my name/email/number. Nope no luck. Raised a new ref and told me someone will call

Of course no one called, and in the interest of not repeating myself, this happened for the next few weeks. I called, they said they will escalate, then nothing happens. Charges still there. I think I raised 3 tickets now and there' 12 follow ups for these tickets. They promise me that someone will call, no kne ever calls. Even after I pointed this out they said this time it is different. Sounded more and more like an abusive relationship by this point.

A couple of phone calls in one of them asked me to email as there is no way to call their back office so I emailed them.

Emailed their backoffice 2 times already with no luck of course by now, why did I expect a different result

The thing that made it worse? Calling them is not a simple affair, they are often busy and will just straight up disconnect your call. And the first point of contact is never the right people, they will then forward you twice to the correct people just to follow up on the ticket and you better pray they dont drop your call in the middle of transfer

I went to my credit card provider again and they told me they cant help as it is a legit charge, i can raise a dispute which i did but they said it might not be approved, this was 2 weeks ago and i havent hear back from them

My friend said I should raised a ACCC complaint, I did it yesterday and of course it will take awhile (15 business days to hear from them) I will wait for that.

So I am now really tired and quite angry, any other suggestions on how to sort this? I tackled from 3 sides (cc provider, Samsung and ACCC) and ran out of ideas.

I should have never moved to Samsung seriously, at least with other Android manufacturer you know you'll get crap service which is reflected in their prices (except for Google Pixel, their services are excellent), Samsung charge premium for their phones and try to be the Apple of the Android world what a joke.

Tldr: Samsung still not refunding me for a cancelled order after 2 months and I am stuck with paying the charges

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Comments

  • Ash-Say on 02/10/2021 - 08:08
    +1

    If you didn't receive a product but got charged, the cc dispute should be in your favour.

    They should also apply temporary credit while the matter is being investigated.

    • Wiede on 02/10/2021 - 08:19

      Yeah I said the same thing. no dice. Should I raise a ACCC complain to my cc provider also? at this point I'll try everything (except for bikies )

    • AndyC1 on 02/10/2021 - 08:20

      Put in a CC dispute for goods not supplied.

      • Wiede on 02/10/2021 - 08:38

        I’ll call them again later on today to do that thanks

        • freefall101 on 02/10/2021 - 11:57
          +2

          Don't call them, go into your online banking and lodge an actual complaint against the specific transaction. They probably won't be able to do it over the phone.

          Once it's raised it'll go through the process, but talk to someone on the phone they'll keep telling you to sort it out with the vendor.

  • mbck on 02/10/2021 - 08:31
    +1

    The problem with a cc chargeback is, you won't be able to use that card at the merchant anymore.

    But looking at the bulk of text, I doubt op will ever buy from Samsung again

    • [Deactivated] on 02/10/2021 - 08:34

      Yeah this is bad considering you're legally obliged to keep the same card number for life. Oh wait…

      • mbck on 02/10/2021 - 08:41

        Had an issue with a other company. It was a subscription which I did not want, and preferred payg.

        Changed cards and nope, still couldn't go through.

        I was just letting op know of what may happen. But hey if you have the attention span of a dust, sure…

    • Wiede on 02/10/2021 - 08:39
      +2

      Yeah staying away from Samsung from now on. This is my very first Samsung purchase and they lost a brand new customer, doubt they care

      Will stick with Pixel from now on.

  • Muzeeb on 02/10/2021 - 08:33

    I preordered a Z Fold 3

    I stopped reading here. Sorry I can't help.

    • Wiede on 02/10/2021 - 08:36
      +1

      Lol, will you help if I say A52?

      • Muzeeb on 02/10/2021 - 08:36
        +1

        Yep

        • Kangal on 02/10/2021 - 12:34

          A52s-5G, or no help!

  • Unorthodox on 02/10/2021 - 09:04
    +1

    Charge back with cc provider - attach emails of correspondence and make it clear the timeline of no response.

  • diazepam on 02/10/2021 - 11:52

    Having a similar problem with Dell (surprisingly)
    Bought 2 QS monitors (the option with adjustable stand), one was not working correctly - was really obvious side by side. Could see the outline of text / straight lines as a different subpixel, colour was significantly greener etc.
    Asked for replacement, which they finally agreed to after much back and forth.

    Sent the one back, received a Q monitor (not QS) which was refurbished.
    They said all replacements are refurbished and could not help.
    I said well what about the Q monitor stand instead of the QS stand. They argued with me saying they gave me QS stand, they can see it through the service tag etc and refused to believe my images provided. (And besides the service tag says warranty expired, despite my original invoice saying 3 years).

    Another few weeks - finally approved for a refund.
    And of course some 2 months later, that refund has still not arrived and I'm outside eBay's "money back guarantee" period. No email responses. Dell eBay have really tried to help by getting a "manager" involved but after one email the manager has been MIA too.
    So as a last resort, have now raised this with PayPal. If it doesn't work, might have to go to the bank and ask for a chargeback.

  • screensaver on 02/10/2021 - 15:20

    Go to their facebook page, complain there and use messenger also. Put a review on every review site you can find. Also send a tweet.

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