I bought a Samsung phone and decided to return based on the 28-day return policy. Samsung collected my phone via DPD and then confirmed they received it on the 26th November 2021. Samsung made no attempt to confirm receipt and I had to chase up the courier myself. Samsung has also surpassed its own SLA to return my money within 10 days. We are now on day 25 and still no refund.
Every single day when I call them they apologise and say they have an internal issue and don't know what is going wrong, they do confirm they have received the device and that I have followed all the correct procedures.
No one seems to know what is happening, it all feels very amateur and I am considering claiming on my home insurance for legal action.
(This is my second really bad experience with Samsung, the first being a faulty Fold 2 taking over a month to be replaced, again the call centre does the same things and apologises they actually don't do anything at all)
Any advice or similar experiences anyone?