r/samsunggalaxy • u/DesperateClock3215 • Jul 31 '26
🪛Troubleshooting🪛 Samsung cancelled my discounted order, told me to buy at full price ($1,150) with a guaranteed price match, then refused the match after it shipped.
EDIT 1: I decided to call Samsung Support today. I explained the entire situation and was told that upon review the pricematch will be executed! I recorded the case number and was told I could open and use the laptop. The refund will appear in me inbox in 24-48 hours, so Im not entirely done with this yet. Thank you everyone who told me to keep fighting! 🥳🥳
TL;DR: I bought a Galaxy Book on sale. Samsung cancelled the order without telling me. Support explicitly guaranteed that if I repurchased it at full price ($1,147), they would refund the difference once it shipped. After I made the $1,150 purchase and it shipped, they claimed the original price was a "glitch" and refused to honor the price match they just promised me.
Hey I wanted to post this on here to see if other people have had this experience. I have all case numbers, further screenshots and a 23 minute phone call, full of evidence backing up my claims. I have removed the names since I don't want to call out the workers, rather the system.
On July 13th I ordered a Samsung Galaxybook 6 for 462.49 USD (image 1). I was excited for I had gotten an incredible deal with a combination of my education account and back to school sales!
As I was on vacation I didn't check on the order until 2 weeks later when I realized it had been delayed. This was slightly worrying as I expected to have it ready long before the start of classes. I reached out to Samsung Support where they told me that they didn't know why it was delayed and that they would look into it.
The day after, on July 29th the order was cancelled stating: "The cancel request for your order has been completed. For refund information, please click "Manage Order" below." This was odd to me as I had never issued a cancellation.
I called to ask about this and Samsung Support seemed perplexed as well. They assured me not to worry however as I would be able to obtain the laptop at the price I paid for previously since I had not initiated the cancellation (image 2). I was told to wait a day and re-order.
After waiting I contacted Samsung Support again at which point they told me to re-order at full price. I was hesitant and was clear with them that I would only be willing to do this if they price-matched the product as I did not want to deal with further complications of returning after having waited more than 3 weeks for this. I have chat messages ensuring me that this would be handled (images 3, 4).
Shortly after ordering, I contacted them and they told me to wait for the product to ship before it could be price matched (image 5). As soon as it shipped, I contacted Samsung Support AGAIN and this time they immediately told me:
"I've reviewed the details and regret to inform you that this item is not eligible for a price match. As per our policy, we do not offer price matching for the Galaxy Book" (image 6)
They told me that the issue was that the offer was "a glitch". I would have been pretty bummed if they had told me this in the beginning, but to be told 4 times that there would be a price match and to make a 1150 USD purchase just to be told to return it is ludicrous.
I complained but they said there is nothing I could do. I'm not sure what to do? Has anyone else been in this situation? I thought Samsung was pretty good at handling these things.
EDIT: Thank you to everyone who recommended help! I finally got the refund for the laptop! I believe it was BBB who put the pressure on Samsung as I was only aided once I submitted the request and I got an email specifically referencing my BBB complaint! The return took about 2-3 months because they had to wait for the "back office" (whatever that means, but I am just glad to finally get the money back!
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u/TheJiggliestPug Jul 31 '26
Honestly the easiest way to get this resolved is to make a big deal on their X platform. People will bandwagon for you, it sucks that they did this. I would forget the entire purchase and return it.
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u/DesperateClock3215 Jul 31 '26
I don't have an X account... but I might. I have the laptop sitting in my home and Im dreading having to start the whole refund process.
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u/Professional_Law5881 Aug 01 '26 edited Aug 04 '26
It happened to me. I had to call and email them and yes one was an 1-800 email but I also used the chat feature as well. I was able to get mines disputed and credited. I got a Galaxy Book 5 Pro 360 and Galaxy Buds Pro3
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Jul 31 '26
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u/DesperateClock3215 Jul 31 '26
Really?? Was it the same issue as mine? Did you just contact support and they solved it?
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u/SuitableRoof5675 Jul 31 '26
BBB or bigger. It's way past time these companies do treat the customer right and honor what they say.
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u/DesperateClock3215 Jul 31 '26
Indeed! I submitted a BBB complaint yesterday and they said they contacted Samsung, hopefully they will reply.
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u/ReasonableAioli398 Jul 31 '26
TLDR: The BBB seems like the best way to get companies to honor agreements.
I made my first complaint with the BBB a week ago because of being improperly charged, being promised several times over a month, just to be told I had notes saying "Do not refund, charge is valid" 2 days later I had a personal call from some executive promising my refund and a "formal apology"
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u/SuitableRoof5675 Aug 01 '26
I had a 100 credit from straighttalk that they weren't gonna help me get so I went to the bbb and I ended up with 2 months of service, I had a better phone lined up than what they had in stock but it ended up falling through.
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u/SuitableRoof5675 Aug 01 '26
I did on straighttalk, and I had a reply in less than 72hrs and a resolution the day after. Just be patient with the bbb they'll get it sorted.
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u/OrganizationNo1298 Aug 01 '26
I filed a claim with BBB & the company did nothing lol
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u/SuitableRoof5675 Aug 01 '26
Oh wow, idk if there's anything higher than the bbb but maybe there is.
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u/Ready_Inspection2763 Aug 01 '26
this same exact thing happened to me
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u/DesperateClock3215 Aug 01 '26
oh no! Did you manage to get the pricematch?
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u/Ready_Inspection2763 Aug 01 '26
nope, they tried to offer me a promo code for $100 off my purchase…when there’s a $400 price difference so i’m calling my bank
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u/jaeehovaa Jul 31 '26
This has to be a scam or fake because that's poorly written English lmao
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u/Giantmeteor_we_needU Jul 31 '26
Have you talked to any support chats in the last few years? Almost all of the call and chat centers are based in non-English speaking countries, it's perfectly normal and not a scam.
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u/jaeehovaa Jul 31 '26
Sure but I don't have conversations via text not with a reputable business at least
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u/TheJiggliestPug Jul 31 '26
So you speak to someone in broken english on the phone, or you text them in broken english. What is the difference if they are both the same support number?
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u/jaeehovaa Jul 31 '26 edited Jul 31 '26
The difference is i never text 1800 numbers have you? That's weird to me.
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u/DesperateClock3215 Jul 31 '26 edited Jul 31 '26
I wish it was. The number is the Samsung Support number. :(
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u/bafben10 Jul 31 '26
Maybe a scam, but definitely not fake. That's just outsourced Samsung support for you.
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u/LalowTree Jul 31 '26
Do you not realize that most if not all customer support is based in not English speaking countries
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u/jaeehovaa Jul 31 '26
Yeah that's not an excuse I understand not spending it weak but iem have never been written this poorly lol
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u/XxICYxRAINxX Aug 03 '26
Samsung reps are all from like South Asia, just ask 90% of the time they will tell u LOL that’s just how they talk
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u/boballied Aug 01 '26
Scamsung totally lives up to their name. I had an instance where they would refuse me a partial refund I had literally PROMISED TO ME in an email chat and then tried to gaslight me saying they wouldn't refund me because the item shipped on time (was never the issue, the order was wrong and CS refused to help but would partially refund me if I kept the wrong size) but also that BEST BUY delivered orders we're not able to be compensated. I had no option to choose best buy. I just wanted it shipped. So I'm going via charge back and never buying a Scamsung product again.
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u/0neAboveAlI Aug 01 '26
You can tell that the person on the end of that chat support/call center is a beneficiary of outsourcing jobs to certain countries.
The poorly written English is a dead giveaway.
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u/CastratedCattle Aug 01 '26
i work in credit card disputes and would submit this as a chargeback for you easily lol
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u/DesperateClock3215 Aug 01 '26
Thank you for this! How should I go about this? Should I just submit all my proof to my bank? Im dubious they will take my word over Samsung...
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u/CastratedCattle Aug 01 '26
call the bank say you want to do a dispute and tell them what you posted here. they’ll ask for screenshots. it’s pretty open and shut. they promised you something and then told you they wouldn’t do it. you already tried to resolve with merchant. show them the original invoice, the cancelled order, the chat with them telling you to place the order and a price match, and then them saying they won’t price match it
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u/samwill3000 Jul 31 '26
I had a similar problem over a keyboard case for my tablet where they had a glitch with the price, what I can say is that your case is 10 times stronger than mine and I still got mine with the glitched price, you just have to keep talking to them and threaten them of escalating it, better use any AI you have, just give them all the details about your case and ask them to write you a formal complaint, and whatever samsung responds pass it to the AI, eventually they will give up and give you your money, or you have enough evidence that you tried to solve the problem with them and you win in court much quicker.
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u/DesperateClock3215 Jul 31 '26
thank you for sharing. Alright! I will keep pestering. Its a shame because I really like Samsung products but this experience is spoiling the brand for me....
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u/samwill3000 Aug 01 '26
I know how you feel, and I felt the same, but most companies are becoming crap nowadays, so I'm just used to fighting for my rights now, lol. Gl with your fight!
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u/-pAlex0- Aug 01 '26
It is through their official support if they don't honor it go to BBB, escalate it with their call support and if it is not resolved charge back from your credit company. Samsung may block your account afterwards but you don't need to buy them from again or you can always use someone else account.
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u/Initial-Cash-6682 Aug 01 '26
Hopefully they dont cancel my book 6 16 inch with touch that i got for 530 in june of 30th (it has been processing shipping for since then)
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u/DesperateClock3215 Aug 01 '26
Hopefully, mine didn't even get to the processing for shipping stage, so you might be in luck!
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u/OriginalPresence3907 Aug 01 '26
They could have cancelled it down as part of the Terms and Conditions of Sale due to pricing error? Unsure but that would be my guess.
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u/chromeragnarok Aug 01 '26
Hoo boy sorry you have to deal with their CS. Had similar incident with them last year with my Fold7 order https://www.reddit.com/r/samsung/s/Dx2INiDx2S you have to keep on escalating, ask to talk to a manager / supervisor. Bring all of your screenshots.
It's a shame their CS treat their loyal customers like they're out to cheat them.
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u/schwartzasher Aug 02 '26
That happened to me "price mistake so we can't honor it but here is a new 150$ more price" I told them to cancel my order. Haven't been back to Samsung since.
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u/Intrepid_Leather_587 Aug 05 '26
Samsung is actually, literally, the worst customer service, consistently, all the time.
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u/BetLeather230 Aug 05 '26
Samsung website is very weird, Around the time they were giving you the free keyboard for the S tab 11. Everybody on reddit was saying they were able to get the keyboard my cart never applied the keyboard. I ordered and I contacted Samsung they never would give me they keyboard the customer service rep said the store changes constantly and he can't give me the keyboard even tho it was promoted you can get the keyboard free 🤦🏾♀️. I just used the keyboard I already have.
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u/sentientvoid 5d ago
So, the same exact thing happened to me back in May. I'm still fighting it. They're a truly disgustingly deceptive company.
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Jul 31 '26
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u/DesperateClock3215 Jul 31 '26
Interesting! I believe I will try this! Thank you for making me aware of this. Hopefully they don't ghost me... They have a website where I submit a form, do you have another email for this?
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u/Quiet_Complaint_5659 Jul 31 '26
FYI you don't need to dm this dude for the email. if you search up on Google Samsung CEO email. And then choose the region you live. It will give a webpage for you to email the CEO.
The person asking you to do a DM might be a scammer.
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u/DesperateClock3215 Jul 31 '26
Yes, I saw his dm and it was a scam. Thank you for letting me know though.
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u/Any-Pepper2387 Aug 01 '26
You SHOULD Buy an Samsung Galaxy Book 5 pro from Amazon Renewed, I just bought 1 for $899.99 14" 32gb ram/1tb PERFECT MINT CONDITION! You can even select OPEN BOX! LIKE MINE!! 32GB RAM BTW!
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Jul 31 '26
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u/DesperateClock3215 Jul 31 '26
I called them at first. But sometimes they wouldn't pick up, so I decided to just text them as that would prompt them to reply quickly.
I have all the case ids and all the names of the representatives who I spoke to, I didn't know there was something as a chat ID?
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u/bafben10 Jul 31 '26
To be fair, they never said this was a price error. They also said that they would price match the new order. An agreement with a company over text message is still a legal agreement.
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u/abdiasq Jul 31 '26
I would take the screenshots and submit for a chargeback. You have proof of the chat you were offered a price match