So I just ordered a Galaxy Tab S7+, and as expected a Harmon Kardon Speaker (worth £179) was added to the order for free. The speaker remained on the order right up to payment, however when I received the order confirmation the speaker was gone. I phoned the helpline and was told that the free gifts were out of stock and I wouldn't be receiving one.
Both the customer service person I spoke to and their manager seemed to think that this disappearance of the free gift was normal, pefectly legit and within the terms and conditions since the product page stated the free gift was 'while stocks last'.
Am I alone in thinking that any ecommerce site should actively check any items, including free gifts, are in stock before adding them to the basket? I find both the fact of it and the customer service response outrageous.
I was offered no compensation so have now cancelled the order. It's actually put me off buying this tablet from samsung.com or any other site.
I did screenshot the order actually but the call centre were having none of that. There is also no path for escalation or to make a complaint according to them, which brought me here. I don't know what the legal position is on this. If you place an order now it still adds the speaker to the basket so I imagine this has happened to a lot of people today.
Well, I managed to got this order successfully placed in the end with the speaker included. 😀
What I didn't mention earlier was that my first two attempts to place the order failed due to by bank flagging the transaction as suspicious and I had to call them to get it unblocked. After that it went through without the speaker, but an hour or so after cancelling that, I got emails that the other two orders had been canceled due to not being completed - strangely one with the speaker and one without. My best guess is maybe they have a limit of one free gift per customer so the incomplete order messed up the later ones.
Anyway I tried the live chat again and they confirmed they did have stock of the speaker (contrary to what i was told on the phone, but ok), ordered with different email and different card and all looks good.
Took 3 hours instead of 5 mins, Santander overactive fraud prevention mostly to blame here. Samsung support a mixed bag,
Anyway looking forward to both items 😁