I have been a loyal Samsung USA customer for many years, but after my recent experience I am rethinking that decision. I recently purchased 2 Samsung Galaxy S25+ phones through Samsung's Trade-In program. I followed their instructions using their provided shipping labels and their instructions to return our Galaxy S22+ phones in the boxes the new Galaxy S25+ phones were shipped in. I deliverd the trade-in phones to the mailing center and obtained proof of shipment for both phones. Within a few days the nightmare with Samsung began. I received an email that one of the two shipped phones was not a Galaxy S22+, but rather a Galaxy S20+ and I was now being charged an additional $250. I immediately call Samsung USA and spoke with their representative who confirmed the shipping box had been tampered with and any charge we incurred would be refunded. This was in November. We have made numerous phone calls to Samsung and to date they have not refunded the $250. We have provided proof of purchase, copies of our AT&T statement showing the model phones, copies of text from their representative stating we would receive a refund and the shipping receipt. This has all been ignored. We have since discovered we are not the only customers to experience this issue. Reddit and Samsung Forum have numerous customers with similar complaints. Samsung obviously is aware of the problem with phones being swapped before the video trade-in packages are being opened at their 3rd-party centers, but they continue to NOT address the problem. I am posting this as a warning to others who may be considering buying a new Samsung phone using the trade-in program....buyer beware your trade-in may be swapped and you cheated out of your full trade-in value.
I'll add my opinion but if you buy below a ultra model its not worth the money after helping many customers and co workers who we though would have similar phones the amount of features are held back ia not juat with the camera..... so add all that to insult to injury and im sorry you have to deal with these problems I personally dont like to trade in, ..... they come in handy keeping old one as a emergency backup while waiting for insurance replacement for example when you have to have a communication line for safety and or work or family.
Thank you for reaching out, uservKXYZ9u1v4. I can certainly understand your concern with the trade-in process. In order to better assist you can you please provide me with the following information in a private message: http://bit.ly/46YZNoi
