Original topic:

Earbuds Pro Samsung Refund - Product Shipped but Samsung claims they partially received it

(Topic created on: 12-22-2021 02:34 PM)
858 Views
DanielleKroker
Active Level 1
Options
Wearables

Last June i bought my Husband a pair of Samsung Earbuds.  He used them for a couple of months but everytime he used them he would get funny feeling in his ears.  After prolonged use his inner ears would become crusty and weep a lot.  After consulting the doctor it was deemed he was allergic to either the pads or the nickel charging contacts of the earbuds (which press against the ear skin) - bad design btw.

After opening a support case with Samsung and explaining the situation we agreed for a refund in exchange for sending the earbuds back.  This was done via pre-paid Fedex waybill which Samsung provided. The product was shipped complete.

Package was received by Samsung Canada and shortly received an email that they received the charging case without the earbuds and  I needed to send the Buds back in order to receive the refund as agreed.  I was puzzled by this since everything was packaged together in original box and sent back to them.  There is no logical reason for me to keep the earbuds and send the charging case back.  There is also no logical reason for me to keep  the earbuds since my husband is the only one with Samsung phone in this household and he's clearly allergic to them. 

I asked for pictures of what was received so I could cross reference the serial numbers of my original product.  We received those and the pictures matched, however there was a piece of tape across the box that I know I did not put there.  Somewhere along the lines the package was tampered with and the earbuds went missing.  

I feel totally scammed and cheated by Samsung and Fedex.  Now I have no earbuds, no charging case and no refund.  Essentially I threw away $189 and have nothing to show for.  Doing a quick search in Google, this doesn't look like it's an isolated case, as I see other similar cases of products going missing after being shipped to Samsung, and I want Samsung to right this wrong.

If you ever need to return products to Samsung, please make sure you take lots of pictures and include those pictures in your packaging. Clearly there is a problem downstream and the customer always gets screwed.

0 Likes
6 Comments
Wearables

Found a similar case of another customer who sent his Earbuds Pro back and mysteriously went missing as well. 

https://r1.community.samsung.com/t5/wearables/galaxy-buds-pro-severe-allergic-reaction-and-terrible-...

0 Likes
btrthnvr
Active Level 8
Wearables
Samsung, where customers don't mean 💩
Valeriya
Moderator
Moderator
Options
Wearables

Hi DanielleKroker, we apologize for the inconvenience caused. I suggest you contact the FedEx team to file a claim as it would be helpful for further investigation.

0 Likes
Wearables

@Valeriya Already tried Fedex, unfortunately only the account owner can file claims regarding shipment issues.  This leaves me with nowhere to turn, no earbuds, no case, no refund.   Please tell me how this is acceptable??

0 Likes
Valeriya
Moderator
Moderator
Options
Wearables

Hi DanielleKroker, Unfortunately, there is no other alternative option available from Samsung. We request you to check with the higher management in FedEx so that they will help you with other options.

0 Likes
Wearables

@Valeriya then you can see how I feel cheated and scamed by Samsung?.  I opened a claim about a product defect with the Earbuds Pro causing allergies, i try to get my refund, I am asked to send the product back, and then product goes mysteriously missing while in the possession of Samsung (or Fedex which at the time is acting as an extension of Samsung) .  I am not the only one that's suffered the same faith. See thread below:

https://r1.community.samsung.com/t5/wearables/galaxy-buds-pro-severe-allergic-reaction-and-terrible-...

Also see class action suit against Samsung on said product regarding Allergic reactions.

https://www.classaction.org/news/class-action-claims-defect-in-samsung-galaxy-buds-pro-earbuds-cause...

Makes you wonder right?  at the end I got no product, no refund, a lot of wasted time and aggravation, and all Samsung can say is "not our fault, go pound sand"

0 Likes