I don’t even want to give one star, but in order to write anything I have to give one star.I placed an order with Samsung NZ on 24 July 2025 (preorder for the newly launched Fold 7 and Flip 7), the POLi payment went ahead and money were paid out of my bank, yet the screen prompted me that there was an error. I reported the issue immediately using their online form. Here is a brief timeline:24 July: Order placed and issue reported immediately (between 12 and 1pm). The promotion finished on 31 July/1 August - I gave them a week to resolve before their promotion finished.1 August: Refund form sent by Samsung; I submitted it the same day.14 August: First contact to confirm bank details — 13 days later.21 August: Refund processed — a week after my bank account confirmation, nearly a month after payment on 24 July, after MY multiple follow-up and queries.28 August: Still no code, no timeline, and no direct communication from the team responsible.Despite acting promptly, I was left chasing updates for weeks. My refund was only processed on 21 August, after multiple follow-ups — and even now, I’m still waiting for the promotion code I was entitled to under the original offer.Samsung held over $5,000 of my money for nearly a month, failed to provide proactive communication, and after my multiple emails and requested for some kind of compensation, offered a $50 “gesture” that felt more insulting than helpful. The promotion code they are yet to generate (to give me those free gifts that came with the preorder) wasn’t a bonus — it was part of the deal I qualified for.Meanwhile, Samsung has continued to launch new promotions, and I’ve missed out on several — including from other retailers — because I’ve been left in limbo. I couldn’t even consider new deals because I didn’t know when I’d get my refund, and I couldn’t risk spending another $5,000 while the first $5,000 was still unresolved.Customer service was slow, fragmented, and lacked empathy. I’ve been a loyal Samsung customer for years, but this experience has made me seriously reconsider.
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