Samsung told me in writing (4x) I could keep the promo monitor and get a full refund. Then they kept $700, gave me a dead shipping label, promised me extra time, and ran out the clock on my return window. Now: "system limitations, no refund."
Timeline, all documented in screenshots:
June 2 — Started a return on my 32" M9 M90SF ($1,224.99) which came with a free Odyssey G7 G70D as a bundle promo.
June 11 — The rep initiating my return told me I could keep the free G7 and still get a FULL refund on the M9. I asked him to confirm 3-4 separate times. His exact words: "You just keep the free monitor okay nothing to worry with that." So I shipped back only the M9.
Samsung refunded ~$450 of my $1,250. They deducted ~$700 for the promo monitor. Same day, a second rep admitted "the confusion of our previous agent," promised the remaining balance ("Consider it done, you will get the email confirmation within 24-48 hours"), then later said to return the G7 using the SAME shipping label.
June 16 — FedEx rejects me: label already used (yes — I used it for the M9, like they told me to). Third rep promises a NEW label by email in 24-48 hours, refuses to extend my return window (closing June 18), but says in writing: "If you receive a new return label after the return window, you will still be given some time to return the order."
The label never came.
June 25 — New rep: return window closed June 17, "as per our system limitations, we are unable to process a return or refund once the return window has expired." Also now tells me bundles must be returned together and partial returns aren't accepted — which means their own agent should never have told me to keep the G7 in the first place. Asked for a supervisor, got given a 1-800 number.
So Samsung: gave me false info in writing, kept $700, gave me a dead label, promised extra time in writing, stalled past their own deadline, then used that deadline to deny everything.
I've filed a dispute with Affirm (financed through them) with all these screenshots. Also filing BBB and state AG complaints. Posting so others don't fall for the "you can keep the free promo item" line — get it in writing AND don't believe it anyway, apparently.