£300 Cashback not paid (more than 45 days later)

[MikeCartwright]

My £300 cashback claim was confirmed on 15th December, but as of today (2nd Feb) has not been paid.

I have checked the "cashback status" on the Samsung Promotions website which shows "processing claim".

I have also sent a message via the contact form on the Samsung Promotions website - the site stated I'd receive a response within 48 hours, but I'm still waiting.

The is a customer service number published on the site 0330 822 6047 but I have a feeling that'll be a long wait to be answered, only no doubt to be told some excuse about being overly busy (which wouldn't explain why they couldn't send an email to everyone affected explaining that).

Is anyone else experiencing difficulties with cashback?

This experience would make me cautious about taking up such an offer from Samsung again, despite having good experiences in the past.

[Ginsing64]

Believe me even if you get through to customer services. You won't have any help apart from cancel your order and lose your promotions or there's nothing we can do. Very ineffectual service to stay the very least.

[Members_CgT4FuR]

Any update in your cashback?

[MikeCartwright]

Yes it was paid a few days after I posted on here. No explanation  or meaningful apology which has dented my trust in the Samsung brand. 

[3boysmum]

Complain to ASA - cannot advertise a promotion and fail to deliver the Cashback within the contract timescale (45 days). If everyone complains they will stop paying late.

[Nats2uk]

Still not been paid over 45 days now was gonna buy a new Samsung phone but don't think I'll bother now!!

[MikeCartwright]

Don't blame you at all.

That experience has put me off buying Samsung products via the cashback offers. In the future I'd either wait for the offer to end and the cost of the item to reduce, or buy an alternative product from a different manufacturer. I'm currently looking to replace my Galaxy S20+ and ordinarily I'd look for another Samsung, but instead I'm looking at other android phones instead.

[Members_lNns9pn]

I’m on the same boat. 55 days and counting. Nothing like a promotion that will leave you net want to buy anything from them again. 

[craigiboy71]

My cashback is 2 weeks late. I ain't holding my breath. Why have a deadline you can't meet.

[3boysmum]

It’s really important that you complain to the ASA or the company that Samsung employ to pay the rewards will continue to do this. When I complained to the ASA I got this reply from them (and more importantly, I was paid!):

”Based on this information, we considered that the ad was likely to break the advertising rules we apply, and the advertiser has given their assurance that they have addressed the matter and that all participants, including yourself, have now received their cashback reward. The advertiser has also asked me to pass on their apologies to you and to thank you for bringing this matter to their attention.”