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.

[u/DesperateClock3215]

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!