Update - Samsung incompetency continues
I spoke with a supervisor who sent me the photos showing both watches were in fact returned. After countless reps told me they were not. So once again she puts in for an escalation return. Guess what they told me? "We regret to inform you that the refund request has been denied as we have checked and found that we received an empty box as per the return triage video, so we are unable to fulfill your request." Seriously?!?! You can see the white watch in the photo and you can also see the box with the black watch wasn't even opened and still has the seal in tact.
So the multiple hours I have spent trying to get my money back from Samsung have really made me rethink the many years of being a loyal customer.
original post....
This is unacceptable how much I am reading this happens!
I received an email stating no refund as the box I returned was empty when Samsung received it. I contacted Samsung twice via chat and the reps told me they would escalate it and I would have an answer within 24-48 hours. Well Samsung once again told me the box was empty.
Today I contacted them on chat again and was told the same thing. Shortly after chat was ended I received sorry no refund we did not receive the devices.
So I tried calling Samsung. After speaking to more than 10 different reps & supervisors they kept on telling me they had to escalate it because the box was empty. I insisted there was either theft at Samsung or at Fedex. They asked me if I filed a claim with Fedex. I said no, Samsung provided the label so they should do the investigating. Then about rep 10 told me they only received one of the two watches I sent, but since I bought on a buy one get one offer there was no refund for 1 watch. I asked for a supervisor again and was told they cant do anything else for me if they transfer me to a supervisor. I was then disconnected. Call again get a supervisor who says I have to deal with fedex. Called again and was transferred to a different supervisor and this person said she looked at the photos and video and both watches were in the box when Samsung opened it!!!!! Wait...I spoke to more than 10 people stating when the box was opened it was empty and now you are telling me you have photos and videos of both watches in the box?!?! Yes. Can you email me them? Yes. The rep sent me the photos and the video of the return. This is unbelievable! So many people at Samsung told me the box was empty and my items were not sent back. How is it all of a sudden they have proof confirming what I told them all along? Are they trying to steal from their loyal customers who don't fight this?
This is horrible customer service!
