topic Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨 in Samsung Shop

🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

Rich_Cronin — Wed, 05 Feb 2025 14:04:49 GMT

I am beyond disappointed with Samsung’s customer service. I purchased an Odyssey Ark 2 55" monitor costing £2,599, and when I finally unboxed it, I discovered that it was damaged. Unfortunately, due to circumstances beyond my control (my office was being refurbished), I wasn’t able to check the item immediately.

When I contacted Samsung, they refused to offer a replacement or refund, hiding behind a 72-hour reporting policy. This is despite the fact that UK consumer law – the Consumer Rights Act 2015 – states that faulty goods must be repaired, replaced, or refunded. Samsung’s refusal is not only unfair but also potentially unlawful.

To make matters worse, their response was dismissive, and they have ignored my attempts to escalate the issue. I’ve been a loyal Samsung customer for years, but this experience has been nothing short of a nightmare.

📢 Warning to future buyers: If you receive a damaged item from Samsung, they will do everything they can to avoid responsibility. Their customer service is unhelpful, and they clearly do not care about their customers once they have your money.

I will now be taking further action through Trading Standards, my bank, and legal avenues to get the refund I am rightfully owed.

Avoid Samsung at all costs unless you’re willing to risk losing your money!

Here is the damage on the screen when opened:

The third 'copy and paste' response from their customer service team (bearing in mind they haven't even asked me for photo evidence at all).

Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

johnz237 — Wed, 05 Feb 2025 15:25:33 GMT

They could argue that it's accidental damage as its outside the time for you to report damaged on arrival. So I don't think consumer rights apply here- in terms of quality and manufacturing problems. "You won't have any legal rights if either: it was damaged by wear and tear, an accident or misuse" They could argue it as accidental damaged as its outside the reporting time frame. You would expect some type of gesture of good will but you may have to dig for it outside of the chats. Try emailing the head office/ sending a letter

Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

Rich_Cronin — Wed, 05 Feb 2025 15:24:05 GMT

Appreciate the reply John but according to the Consumer Rights Act 2015:

1. Section 22(3) – I have 30 days from delivery to reject a faulty or damaged item and get a full refund.
2. Section 9(3) – Goods must be of satisfactory quality, meaning free from defects at the time of delivery.

Samsung’s 72-hour policy does not override the law. I reported the damage within 30 days, so under Section 22, I have the right to a full refund or replacement.

Re: Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Righ..

johnz237 — Wed, 05 Feb 2025 16:05:49 GMT

That's very interesting. Its not ideal but most of the time support agents go off "what they're told" so I would absolutely taking it the head office route instead of support chats

Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

SocietyGirl — Thu, 06 Feb 2025 09:16:17 GMT

Hi @Rich_Cronin

Can you please DM me your order number, email and address - I can't promise anything, but I'll look into it for you and see what's what.

Cheers,

Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

Rich_Cronin — Thu, 06 Feb 2025 09:47:34 GMT

Appreciate you checking for me. I've DM'd the details.

Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

Mirek078 — Mon, 24 Mar 2025 13:12:45 GMT

Cześć, jak udało Ci się rozwiązać ten problem? Mam ten sam problem z suszarką bębnową, rozpakowałem ją 4 dni po dostarczeniu i okazało się, że jest uszkodzona, wgniecenie z boku, Samsung nie chce jej wymienić, ponieważ minęło 72 godziny (kilka godzin) od momentu dostarczenia - mimo że mam szczegółowe zdjęcia rozpakowania

'Hi, how did you manage to solve this problem? I have the same problem with a tumble dryer, I unpacked it 4 days after delivery and it was damaged, dent on the side, Samsung won't replace it as it's been 72 hours (a few hours) since delivery - even though I have detailed photos of the unboxin'

Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

Rich_Cronin — Mon, 24 Mar 2025 10:50:48 GMT

After 3/4 weeks of fighting it and saying that I wasn't happy I then filed a complaint with my credit card company and went to social media including this forum and LinkedIn. They then changed their mind and decided to replace the item.

Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

Mirek078 — Mon, 24 Mar 2025 11:02:18 GMT

Contacting the chat didn't help me, I asked you to open a case.
I'm waiting for a response now relevant team for further checking

Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

Mirek078 — Wed, 26 Mar 2025 08:09:43 GMT

Current reply from Samsung Shop Resolutions Team:

,,We kindly request that any Samsung items found to be damaged upon delivery are reported within 72 hours (3 days) of receipt. If this had been reported within the specified timeframe, we would have been happy to arrange an exchange for your Samsung Tumble Dryer. However, as the reported damage to your Tumble Dryer was brought to our attention 6 days after delivery, we are unable to verify if the damage occurred during delivery or resulted from accidental damage or misuse during the 6 days following delivery.

That said, we are happy to discuss the possibility of repairing or replacing the affected parts. Please note, however, that this would not be covered under the terms of your warranty, and any repair may incur a charge´´

They responded no even though I wrote that I have many detailed photos from the day of unpacking, so I can prove that the shipment arrived damaged.

Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

Raquel25 — Wed, 14 Jan 2026 08:00:16 GMT

Hi - did this ever get resolved? I am also having this problem. I ordered a TV directly from them. It was delivered last monday, I opened the box at the weekend and the screen was smashed. They are refusing to refund because I didn't open the box within 72 hours. I believe they are in breach of the Consumer Rights Act 2015.

I will complain to my credit card but I also want to address Samsung's complete lack of customer care and flagrant disregard for consumer law

Re: 🚨 Shocking Customer Service – Samsung Refuses to Honour Consumer Rights 🚨

MC117 — Tue, 27 Jan 2026 17:20:30 GMT

Is there any update to this? Have my own issue with Samsung and am finding that they have no intention of honouring the consumer rights act. Have you thank this matter further?