JG
John G
1 reviews | Active since Feb 2017
06 May 2022, 17:04
No delivery, no refund
I placed an online order for a cellphone from Samsung on 2 April 2022. I requested to cancel the order via email on 6 April 2022 and called Samsung to confirm the cancellation on 7 April 2022. I was given a ticket number and was told that I would be refunded in full after the phone is returned to Samsung by the courier. Samsung's website states that delivery will take place within 7 days after placing an order, but the phone was never delivered to me. I contacted both Samsung and the courier many times to follow up, but my emails were not responded to and the call centre consultants were not able to tell me when a refund would be processed. The courier's waybill information showed that the phone was returned to Samsung's warehouse. I emailed the waybill information to Samsung and the call centre consultants acknowledged that the phone had been returned to Samsung, but they were still unable to tell me when I would be refunded. It has now been a month since I cancelled the order and the matter remains unresolved.
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Replies (2)JG
John G's updateReviewer Update
07 May 2022, 13:51Thank you for your reply. I was contacted this morning by the escalations department, but unfortunately they were not able to tell me why I had not been refunded or when the refund would be processed. They said that they would ask the logistics department and get back to me. I am still awaiting further feedback.
Please refer to the following extract from Samsung Online Store's Terms and Conditions of Sale:
2. If you are returning a Product to us:
(a) because you have cancelled the Contract within the 14-day period (see above), we will process the refund due to you as soon as possible after we have collected the Product from you and, in any case, within 14 days of the day you gave us notice to cancel in accordance with the process we have set out above. Where you are entitled to a refund, we will refund the price of the Product(s) in full.
Since I gave notice in writing to cancel the order on 6 April 2022 and did not at any stage receive the product, I was expecting that the refund would be processed by 20 April 2022 as per the Terms and Conditions of Sale.
Please also refer to the below extracts from the Electronic Communications and Transactions Act, 2002:
44. (1) A consumer is entitled to cancel without reason and without penalty any transaction and any related credit agreement for the supply- (a) of goods within seven days after the date of the receipt of the goods; or (b) of services within seven days after the date of the conclusion of the agreement.
(3) If payment for the goods or services has been effected prior to a consumer exercising a right referred to in subsection (1). the consumer is entitled to a full refund of such payment, which refund must be made within 30 days of the date of cancellation.
46. (1) The supplier must execute the order within 30 days after the day on which the supplier received the order, unless the parties have agreed otherwise. (2) Where a supplier has failed to execute the order within 30 days or within the agreed period. the consumer may cancel the agreement with seven days’ written notice.
It is now more than 30 days since the date of cancellation of the order. Samsung has neither delivered the order nor processed a refund for it, despite numerous follow-up requests. Samsung has not given any reason for the failure to process the refund within the specified time frame, nor any confirmation of when it will be processed.
Please refer to the following extract from Samsung Online Store's Terms and Conditions of Sale:
2. If you are returning a Product to us:
(a) because you have cancelled the Contract within the 14-day period (see above), we will process the refund due to you as soon as possible after we have collected the Product from you and, in any case, within 14 days of the day you gave us notice to cancel in accordance with the process we have set out above. Where you are entitled to a refund, we will refund the price of the Product(s) in full.
Since I gave notice in writing to cancel the order on 6 April 2022 and did not at any stage receive the product, I was expecting that the refund would be processed by 20 April 2022 as per the Terms and Conditions of Sale.
Please also refer to the below extracts from the Electronic Communications and Transactions Act, 2002:
44. (1) A consumer is entitled to cancel without reason and without penalty any transaction and any related credit agreement for the supply- (a) of goods within seven days after the date of the receipt of the goods; or (b) of services within seven days after the date of the conclusion of the agreement.
(3) If payment for the goods or services has been effected prior to a consumer exercising a right referred to in subsection (1). the consumer is entitled to a full refund of such payment, which refund must be made within 30 days of the date of cancellation.
46. (1) The supplier must execute the order within 30 days after the day on which the supplier received the order, unless the parties have agreed otherwise. (2) Where a supplier has failed to execute the order within 30 days or within the agreed period. the consumer may cancel the agreement with seven days’ written notice.
It is now more than 30 days since the date of cancellation of the order. Samsung has neither delivered the order nor processed a refund for it, despite numerous follow-up requests. Samsung has not given any reason for the failure to process the refund within the specified time frame, nor any confirmation of when it will be processed.
JG
John G's update07 May 2022, 13:51
Reviewer Update
Thank you for your reply. I was contacted this morning by the escalations department, but unfortunately they were not able to tell me why I had not been refunded or when the refund would be processed. They said that they would ask the logistics department and get back to me. I am still awaiting further feedback.
Please refer to the following extract from Samsung Online Store's Terms and Conditions of Sale:
2. If you are returning a Product to us:
(a) because you have cancelled the Contract within the 14-day period (see above), we will process the refund due to you as soon as possible after we have collected the Product from you and, in any case, within 14 days of the day you gave us notice to cancel in accordance with the process we have set out above. Where you are entitled to a refund, we will refund the price of the Product(s) in full.
Since I gave notice in writing to cancel the order on 6 April 2022 and did not at any stage receive the product, I was expecting that the refund would be processed by 20 April 2022 as per the Terms and Conditions of Sale.
Please also refer to the below extracts from the Electronic Communications and Transactions Act, 2002:
44. (1) A consumer is entitled to cancel without reason and without penalty any transaction and any related credit agreement for the supply- (a) of goods within seven days after the date of the receipt of the goods; or (b) of services within seven days after the date of the conclusion of the agreement.
(3) If payment for the goods or services has been effected prior to a consumer exercising a right referred to in subsection (1). the consumer is entitled to a full refund of such payment, which refund must be made within 30 days of the date of cancellation.
46. (1) The supplier must execute the order within 30 days after the day on which the supplier received the order, unless the parties have agreed otherwise. (2) Where a supplier has failed to execute the order within 30 days or within the agreed period. the consumer may cancel the agreement with seven days’ written notice.
It is now more than 30 days since the date of cancellation of the order. Samsung has neither delivered the order nor processed a refund for it, despite numerous follow-up requests. Samsung has not given any reason for the failure to process the refund within the specified time frame, nor any confirmation of when it will be processed.
Please refer to the following extract from Samsung Online Store's Terms and Conditions of Sale:
2. If you are returning a Product to us:
(a) because you have cancelled the Contract within the 14-day period (see above), we will process the refund due to you as soon as possible after we have collected the Product from you and, in any case, within 14 days of the day you gave us notice to cancel in accordance with the process we have set out above. Where you are entitled to a refund, we will refund the price of the Product(s) in full.
Since I gave notice in writing to cancel the order on 6 April 2022 and did not at any stage receive the product, I was expecting that the refund would be processed by 20 April 2022 as per the Terms and Conditions of Sale.
Please also refer to the below extracts from the Electronic Communications and Transactions Act, 2002:
44. (1) A consumer is entitled to cancel without reason and without penalty any transaction and any related credit agreement for the supply- (a) of goods within seven days after the date of the receipt of the goods; or (b) of services within seven days after the date of the conclusion of the agreement.
(3) If payment for the goods or services has been effected prior to a consumer exercising a right referred to in subsection (1). the consumer is entitled to a full refund of such payment, which refund must be made within 30 days of the date of cancellation.
46. (1) The supplier must execute the order within 30 days after the day on which the supplier received the order, unless the parties have agreed otherwise. (2) Where a supplier has failed to execute the order within 30 days or within the agreed period. the consumer may cancel the agreement with seven days’ written notice.
It is now more than 30 days since the date of cancellation of the order. Samsung has neither delivered the order nor processed a refund for it, despite numerous follow-up requests. Samsung has not given any reason for the failure to process the refund within the specified time frame, nor any confirmation of when it will be processed.
JG
John G's updateReviewer Update
14 May 2022, 13:12I have finally received the refund this morning, 38 days after cancelling the order. Thank you to Leslie in the Voice of Customer department who provided me with proof of the refund. However, no explanation was given for the failure to refund within the time frame stated in the Terms and Conditions of Sale. I have spent much time and made many calls attempting to follow up on this matter and it has been a very frustrating experience. Apart from Leslie's recent communication, I am very disappointed with the lack of service that I received from Samsung with regard to this matter.
JG
John G's update14 May 2022, 13:12
Reviewer Update
I have finally received the refund this morning, 38 days after cancelling the order. Thank you to Leslie in the Voice of Customer department who provided me with proof of the refund. However, no explanation was given for the failure to refund within the time frame stated in the Terms and Conditions of Sale. I have spent much time and made many calls attempting to follow up on this matter and it has been a very frustrating experience. Apart from Leslie's recent communication, I am very disappointed with the lack of service that I received from Samsung with regard to this matter.