25 DAYS LATER, and STILL NO REFUND!

Item: Samsung South Africa
Rating: 1
Author: Masnoena M

If I could give 0 stars I would. I ordered the Samsung Galaxy watch 4 and received it on the 17th September, but it was rather disappointing. I called in and logged a return on the same day and was given a refund number.

I was told that the same courier who delivered the item would give me a call to schedule a date and time for it to be collected. I was also informed that I would have my money refunded in 7 to 14 days.

A week went by and I had absolutely no feedback, so I called Samsung asking when the courier would be collecting the item. Eventually after numerous calls (which I'm sure you can pull from your call centre history), I received a call from the Courier on the 30th September that they will be collecting the item. The courier came to collect on the 30th and up until now I am still awaiting my refund.

I called in over the past week and kept being told by Samsung that their system is down and they will get back to me. After 4 calls, I was told that my refund is showing as pending on the system. (These calls you should also be able to track on your call logging system).

It is NOW 25 DAYS LATER, and STILL NO REFUND! What happened to 7 to 14 days as stated on your website and as advised by your call center. If my issue is not resolved I will be taking this further as Samsung is in contravention of the consumer protection act. I am utterly disgusted with Samsung.

Helpful (0)

Replies (2)

Samsung South Africa's replyOfficial

11 Oct 2021, 14:50

Good day Masnoena ,

Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.

We have noted your concerns and we are currently investigating the matter further.

Your complaint has been assigned to our escalations department and we will be in contact with you.

Regards,
Samsung
NM

Samsung South Africa's reply11 Oct 2021, 14:50

Official

Masnoena M's updateReviewer Update

15 Oct 2021, 15:23

I was advised on the 11th October that the refund was done and that it could take up to 3 business days to reflect. Today (15th October), still no refund. When I queried it with Samsung I was told that the refund was done and to contact my bank as the issue could be on the banks side. I contacted my bank and they told me that they do not see any refund, and if it was processed it would automatically reflect in my account, no intervention is done on the banks side. It's now almost a full month since I first requested the refund and still nothing.

Masnoena M's update15 Oct 2021, 15:23

Reviewer Update