samsung.com

One more time Samsung has decided not to follow on their commitment and promise. I am writing in r

One more time Samsung has decided not to follow on their commitment and promise.

I am writing in response to your recent message stating that the delivery fee was correctly charged and that the earlier message regarding free delivery was incorrect.

I would like to clearly state that I placed the order solely based on the explicit assurance provided by your Samsung sales representative, who:

Acknowledged that the system was incorrectly showing a delivery charge despite next‑day delivery being advertised as free
Advised me to proceed with the purchase
Confirmed that the delivery fee would be refunded once the order was placed, provided I shared the order details
Gave this assurance before I completed the transaction
I relied on this commitment from an official Samsung representative acting on behalf of Samsung. I have attached the full chat transcript, which clearly evidences:

The acknowledgement of the issue by your agent
The explicit promise to raise and process a refund for the delivery fee
Based on this assurance, I completed the purchase in good faith.

By now declining to honour this commitment and stating that the message was “wrong,” Samsung is effectively reneging on a promise made by its own representative, which has:

Broken the trust on which the purchase decision was made
Caused unnecessary back‑and‑forth, inconvenience, and mental stress
This is not a case of a misunderstanding on my part — it is a case where a customer relied on a clear commitment from Samsung, supported by written evidence.

My request

Immediate refund of the delivery fee, as originally promised
Appropriate compensation for the inconvenience and distress caused by this issue and the subsequent refusal to honour the commitment
I hope Samsung will resolve this matter fairly and promptly, in line with customer trust and service standards. If this cannot be resolved at this level, I will have no option but to escalate the matter further, including through formal complaint channels.

I look forward to your confirmation that this will be resolved without further delay.

Date of experience: Feb 28, 2026