Bait and Switch

On Galaxy Unpacked day, I pre-ordered a Galaxy Z Fold 8 Ultra smartphone, Galaxy Watch Ultra2 smartwatch, and case from Samsung.com (available August 7). Realizing I made a mistake in the order, I immediately tried to cancel online so I could place a corrected order. Finding no cancel button within an hour of purchase, I contacted live chat support. The agent could not cancel it either, but assured me I could return the items upon delivery.

The package arrived on August 5. Returning from vacation on August 11, I contacted customer service via live chat to request a return. The agent agreed to assist and asked me to approve a restocking fee charge to my credit card, promising an RMA and return shipping label within 24 hours. Later that day, having received nothing, I re-initiated chat support. While chatting, I received an email stating, "Your Return Request Was Not Authorized." The agent claimed I would receive an explanation within 24 hours and disconnected.

The follow-up email instructed me to request a Retail Activity Report from The Retail Equation (TRE). Upon receiving the report 24 hours later with no listed denial reason, I called TRE. A representative stated I had "too many returns." When asked about threshold details or fine print, they refused to elaborate, instructed me to file a written appeal via email, and hung up.

No policy regarding return caps or restrictions was disclosed at purchase, and my online account still states I am eligible to return through October 5, 2026. I attempted immediate cancellation before shipment, followed all agent instructions, and approved restocking fees, yet Samsung and TRE are blocking my return and refund. I have filed complaints with the BBB and the Washington State Attorney General's Office of Consumer Protections since I have gotten nowhere with Samsung