[Resolved]  Samsung — Refund issue with Samsung phone ordered. No money back yet

Order ID: [protected] & [protected]
Samsung Note 10 lite(Aura Black)
Order Date: 28/10/2020.

I have ordered phone with order ID [protected] on 28th Oct but after 2 hours I realized that I have not done via EMI process. Therefore, I cancelled this order and ordered another phone with order ID [protected].
Unfortunately, in both cases, I have seen that I did not get the discount mentioned on the website, I am charged higher rate than promised in your website.

I have emailed your support email ID, chased multiple times, called Samsung executives, but I did not get a response or not even a reply to my any of my emails.

It was shocking to me as I thought Samsung is an international company and it would take care their customers as best as possible(I was wrong here)

Since I have not heard back from Samsung even after my calls, emails, I finally told that I will not accept the product(via email). (funny thing is that, you sent both products even the one which I cancelled also) and I did not receive both and it went back to your Wearhouse(still in transit from 4th it is returned)

Tickets raised that I remember.

1796720
1806445

My cancelled product has not refunded yet. Now they say it has to come to your Wearhouse to initiate cancellation. it is not fair. Since I haven't accepted it, there is no way that it is on the customer side. the product is still belonging to you.

I have taken this both product via Credit card. Since my billing date of my credit card was on 7th Nov, I got a big lumsum amount to pay back to bank - 80k. If you would have properly initiated the refund on 28th itself, i would have saved from this struggle. now they started to take EMI also which is for cancelled one.

Finally, I have written to Samsung CEO as per the option available. They called me two days back but not my refund processed yet. today i got an email updating that 49.2 rupees returning instead of 40 thousand(40k). what a pathentic dealing.

Also its shocking process that you don't have an escalation matrix to the customer to resolve their grievances. Frontline helpdesk is helpless and they say there is no way they can forward the call to their leads or managers or there is no such escalation team available for customers. This is ridiculous from my point of view.

I have booked again Samsung S20+ via order [protected] on 6th. Today it is 11th, it is still in packing state and as per the website, it is supposed to deliver today to me. But not received yet. when I called, it is not shipped yet but saying it may reach.

I do not know what should I do?

Jinesh John