Three months on, R22,499 refund still missing — Samsung SA broken promises

If you are about to spend tens of thousands of rand on a Samsung TV from the official Samsung Online store, read this first. On 7 February 2026 I placed Order ZA*** with Samsung Online for 2x 75" QN1EF Neo QLED Mini LED Vision AI TVs at R22,499 each — a total of R44,998 paid up front on credit card. The TVs were delivered on 12 February 2026. One of the 75" units turned out to be too large for the space. The unit was never unpacked, never powered on, still factory-sealed. On 19 February I requested to return it. That was THREE MONTHS AGO. As of today, 19 May 2026, Samsung still has the TV AND my R22,499. The refund has not landed in my credit card account. Samsung has not even managed to send me proof of payment. Here is what Samsung promised me — in writing — versus what actually happened: Promise 1 (20 February 2026, E-Store Department): "Our courier partner will come to collect the product within 14 business days… the refund can take up to 7-10 working days from the point of request for cancellation or return." Reality: The TV was only physically collected on Friday, 17 April 2026 — that is roughly 40 business days, almost three times the committed window. In the interim Samsung promised collection on at least three occasions and failed every single time, including a "confirmed" collection date of 14 April where no courier ever arrived and no one bothered to phone. Promise 2 (21 April 2026, automated Samsung Online "Payment Refund" notification): "The refund will be paid into your bank account within 5 working days." Reality: Today is 28 calendar days / 20 working days later. The R22,499 has not reflected on my credit card. Samsung's own "within 5 working days" commitment has been exceeded by a factor of FOUR. Promise 3 (11 May 2026, in response to my request for proof of payment): "We have requested the proof of refund from our finance team, and we will share it with you as soon as it becomes available… it may take 7–10 working days for the refund to reflect." Reality: Eight days later, no proof of payment has been sent. And conveniently, the timeline magically expanded from "5 working days" on 21 April to "7-10 working days" on 11 May, with no acknowledgement that the original window had already lapsed. So the running totals as of today, 19 May 2026:

91 days since I formally requested the return. 32 days since Samsung's own courier collected the TV. 28 days since Samsung sent me a "Payment Refund" email. 8 days since Samsung promised proof of payment from finance. R22,499 still sitting on my credit card, accruing interest, while Samsung has both the money and the TV.

This is not a small administrative hiccup. It is a fundamental failure on three counts:

Logistics failure. A 14-business-day collection commitment turned into 40 business days, with the customer chasing every step of the way. Finance failure. A "within 5 working days" refund promise has become a 20-working-day silence, with no proof of payment despite a direct request. Communication failure. Every reply from "E-Store Department" is a copy-paste acknowledgement that quietly resets the clock and extends the timeline, without ever naming an accountable individual at Samsung South Africa.

Samsung's behaviour is also squarely inconsistent with South African consumer protection law. The Electronic Communications and Transactions Act (s.44) entitles a consumer to a refund within 30 days. The Consumer Protection Act (ss.19 and 20) requires a refund within 15 business days of return. Samsung is well past both, and well past its own published timelines. To anyone considering a high-value purchase from Samsung Online South Africa: understand that the "returns policy" on the website is, on the evidence of my own experience, aspirational at best and unenforced in practice. If anything goes wrong, you will be the one chasing your money — for months. To Samsung South Africa: I have given you until close of business on Friday, 22 May 2026 to provide proof of payment and a confirmed settlement date. After that I am escalating to the National Consumer Commission, the Consumer Goods and Services Ombud, and initiating a credit card chargeback for the full R22,499. I am also reserving all rights in respect of the interest I have been charged on the outstanding balance while Samsung has held my money.