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Galaxy Buds Promotion Claim: FAQ's


Hi all.


Figured that I'd post a pinned thread with answers to some FAQ's for you all rather than post the same stuff in each of the Galaxy Buds Promo/Claim threads. 


“How do I claim?”


We’re happy to announce that you are now able to use the Samsung Members app to claim a pair Galaxy Buds with your pre-ordered Galaxy S10 or S10+. Head to the Explore tab on Samsung Members and you’ll find ‘Benefits’ indexed as a tag underneath your name or at the bottom of this tab.


You can also claim at


“I can’t find the Benefits tab”


On 14th March 2019, we released an update to Samsung Members, bringing a whole new UI that’s simple and easy to find the content you need. Make sure that you are on the latest version of the app, which will be updated by the Galaxy Store.


The benefits section can be accessed from the ‘Explore’ tab, from the indexed tab under your name or by scrolling to the bottom of the page and tap ‘View more


Samsung Members_Benefits_screenshot.png


“I’ve not received my email confirmation”


It may take up to 7 days for your claim to be reviewed by the promotions team and for your confirmation to be sent to you. They are working hard to get these out as soon as they can.


“My claim was rejected as they did not accept my evidence”


To validate your claim, the promotions need a proof of purchase that includes:

-        Pre-order date

-        Retailer/network it was purchased from

-        Product (name or model number) that was pre-ordered.


You need to get this information back to the team to review as soon as possible, so that they can re-assess the claim. For more details check out the Terms and conditions


Some examples of proofs of purchases:


“It’s not recognising my postcode”


Please restart your phone, check for software and app updates, and reattempt the claims process. If you are continuing to have issues, try claiming at


“My pre-order has been delayed and I won’t receive my phone until after the claim period for the offer has closed – will I miss out?”


Thanks for your patience while we work closely with partners to get your pre-orders fulfilled. We wouldn’t want you to miss out on this great offer, so will make this available to those of you who have had to wait a little longer for your phones and extend the claims period to 30 days from your delivery.


When you claim, you’ll need to provide proof of:

-        Pre-order date

-        Retailer/network it was purchased from

-        Product (name or model number) that was pre-ordered

-        Delivery date of your device

362 REPLIES 362
I jest had my one nw and the stickers were in tacked

The stickers on the box I received were intact.


51 days and counting, still don't have my buds. Made a complaint email to them and finally someone got to me without the usual copy and pasta ''Thank you for your patience'' bs. They gave me the supposed tracking number of my package and say would take 24-48 hours for it to show up on tracking page but 4 days after it still wouldn't show (DX delivery tracking page states my order does not exist..) so emailed them short after and say they have passed this issue to relevant department. A day later they confirmed that they do have my package and will receive it soon (again no date stated.. so vague..)  and that I will receive an email from courier. 2 days later still nothing... Tracking ID still doesn't work. Feels like they gave me a fake ID to cover up. 


JoshP just be patient mate. After checking my ear bud box it shows it was manufactured on 1st April 2019. So they must be overstretched with orders

Same here man, been 52 days for me and they sent a tracking number for the package, wasn't working then I contacted DX and they said they have no package under that code. Sent Samsung an email again and then they said its with the fulfillment team lmao. So one person said it's with the courier company and then a week later they tell me it's still not out for delivery. Honestly, they shouldn't carry out such promotions if they can't administer it properly

Now day 63 and no tracking number (fake or otherwise) :serious-face-with-symbols-covering-mouth:


Still waiting...


I have waited the allotted time plus the additional time and I now find them in breach of contract. I have told them I am buying from Amazon and sending them the invoice for payment. Shocking treatment and contempt for customer shown here. I am determined I will not be waiting 60 days for these. I am going on holiday soon. I had hoped 8 weeks would be enough time. Unexpected popularity or not, they should be getting additional resources in to sort it out. Plenty of people looking for work.


Yh I have totally give  up already. Iv emailed them countless times after and no matter how much I complain they give me the usual response it will come soon  just worded differently each time. The number one reason I pre ordered this phone was because of this promotion  and

I usually dont preorder phones but never will I preorder from them again. 


Edit: what's funny is I gave them a long paragraph complaint and what I got was a response email that was copy and pasted from previous emails they have given me. What a nice customer service they have.


I know right they are so useless. I've been waiting for about 10 weeks. Mine have been in processed for almost 2 weeks now and they said it's been despatched but dont have a tracking number. Once it gets to two weeks I'm going to claim a replacement because couriers say that if it's been 2 weeks and it hasnt been delivered the customer is entitled to a replacement as it got lost. 

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