Posted by The unhappy customer
In November2017 I placed a large high value order from Samsung - with in that same day I had to unfortunately cancel this order.
The customer service team took me round and round in circles for days.
Eventually it was too late to cancel the order as the items had already been dispatched.
When I received my delivery I was then told to handle the returns by myself, They suggested leaving this order ( valued +£2000) in a local corner shop, ready for collection, but as it was around Christmas time their courier service will be busy and probably will not collect the items for another 2/3 weeks!
In the end I personally couriered the boxes to the Depot, ready to be returned to the Samsung warehouse.
The Customer service team repeatedly assured me that 'as soon as the items are received back at the warehouse, an email will be sent out and a refund will be allocated to your account within 7 working days.'
As I have not got personal access to my company's accounts, I could not follow this up. - In mid January 2018, I was approached my my accounts director who questioned why the refund was never submitted by Samsung!!!
I have again been sent in circles trying to find answers to why the sales / customer service team have not followed through on what they promised me!
I now know their polite friendly 'I'm really sorry for your inconvenience...' speech off by heart. I have been promised time and time again that I will receive follow up emails in regards to my refund. (Which I still havn't received, other than the one, where I insisted staying on the phone until I could physically read it in my inbox)
Apparently a percentage of my refund has been submitted, and the other remaining orders are 'stuck in the system' waiting to be refunded. Which isn't true as we still havn't received anything from them !!
Soo it continues on, after calling the sales department again this morning (5th Feb 2018) they have assured me that they will be in contact again later today to update me on the my order status and send me evidence of the alleged refund.
I'm so fed up and I tired of being the one who had to constantly to chase them !!
Wish me luck and hopefully this will be resolved soon!!