topic Re: Re: Re: Re: Stuck being charged for 2 phones in Samsung Shop

Stuck being charged for 2 phones

Hade95 — Sun, 29 May 2022 18:11:14 GMT

A month has gone by since I upgraded with the Samsung upgrade programme. I've contacted Samsung twice about the returns packaging for the old phone not being received and I'm still without it. Klarna won't do anything to help so I'm just stuck paying for the new and the old phone 😒

Extremely frustrating.

Re: Stuck being charged for 2 phones

Glenntech — Sun, 29 May 2022 18:25:50 GMT

Did you not get a returns letter with a postage label in the packaging with the new phone?
Should be on an A4 sheet of paper
Either that or get them to email you the returns postage label and then you can print it off

Re: Stuck being charged for 2 phones

Blessed4life — Sun, 29 May 2022 18:28:12 GMT

Hi, contact Samsung customer service & request an address for where the returns package would be sent to, that way you'd have a receipt proving they sent you the address incase they say they didn't receive it (with a tracking number) & I know you'd have to pay for it out of your own pocket but it would put an end to the double payment.
Hope you sort out this unfair situation.

Re: Re: Stuck being charged for 2 phones

Hade95 — Sun, 29 May 2022 18:36:29 GMT

Nope. I contacted them and they said they would send the information but nothing yet.

Re: Re: Stuck being charged for 2 phones

Hade95 — Sun, 29 May 2022 18:37:47 GMT

I've been considering doing that, I don't care about paying for the return myself as long as I can get rid of the old phone.

Re: Re: Re: Stuck being charged for 2 phones

Glenntech — Sun, 29 May 2022 19:14:07 GMT

I've had some success going through Twitter customer support. Seem to get a better response from them.
https://twitter.com/SamsungHelpUK?t=CfkoDsA090JWOKS75K-oig&s=09

Bare in mind that it can take a while for them to get back to you.
Either that or if you have a Samsung Experience Store near you, pop in and they should be able to get somewhere for you

Re: Re: Re: Stuck being charged for 2 phones

StuartR — Sun, 29 May 2022 19:26:14 GMT

They should be able to email you a returns label without the need for you to pay for the return..

I've also read posts on here that say they had the prepaid returns label attached to one of the emails they received from Samsung.

Re: Re: Re: Re: Stuck being charged for 2 phones

Hade95 — Sun, 29 May 2022 19:48:04 GMT

I assumed so but every time I ask for the return label they say it'll be 3-5 days. I'll try asking specifically for it to be sent by email

Re: Re: Re: Re: Stuck being charged for 2 phones

Hade95 — Sun, 29 May 2022 19:48:18 GMT

I could try that, thanks.

Re: Re: Re: Re: Re: Stuck being charged for 2 phones

StuartR — Sun, 29 May 2022 19:56:42 GMT

By the sounds of it I'm pleased I don't have to deal with Samsung support as they appear to fall well shy of the mark.. Good luck sorting it out.

Re: Stuck being charged for 2 phones

Annie989 — Mon, 30 May 2022 03:24:55 GMT

Have u spoken to them on chat through samsung members I had to send my fold 2 back usual problem & they were very helpful

Re: Re: Stuck being charged for 2 phones

Hade95 — Tue, 31 May 2022 10:37:37 GMT

They just give me a phone number to call

Re: Stuck being charged for 2 phones

AndrewL — Tue, 18 Mar 2025 16:52:07 GMT

@Hade95: I'm sorry that you have encountered this issue. I would avoid sending the device off without the pre-paid packaging label, as there will likely be tracking information on the label that can be used to verify the receipt of the package. As other people have suggested, please check your emails from the Upgrade Team to see if the option is there to print off your own label. Alternatively, please reach out to our Shop Team on and an advisor will be able to look into this further for you.