HELP - Samsung not honouring free sound bar offer

troubleonline

Hi - can anyone offer any advice on the following......
I placed an order for a TV through Samsung website last week.  The TV qualified for a free soundbar but was not included when the TV was delivered.  Their response when I queried this was 
"As we checked the website the T400 soundbar should be added to your basket when you are placing order and i am afraid that we are unable to send it to you since it is not added to your order as this is a bundled promotion."
However nowhere on their website (having search it) can I find anything that states that you needed to add the  'free' soundbar to your basket.  The page on the offer is below and it simply says step 1 order qualifying TV and step 2 receive free soundbar.  Am not even sure their comment on it being a bundled offer is accurate. I have followed up with several emails requesting they honour the offer and that their wesbite is unclear and misleading.  They are unwilling to budge unless I provide evidence that I claimed the free soundbar by adding the promotion to my order (despite my insistence that it was not clear I needed to do that so they know clearly I cannot).    I am banging my head against a brick wall and due to current covid-19 their staff are working from home and I can't talk to anyone.  I can accept a mistake but not the way that they are handling my 'complaint'.  They have even accused me of simply forgetting to add the free soundbar (which I take to be accusation of lying).
I have stated in my last email that I am considering "the failure of Samsung to deliver my whole order within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015. and that time is essential. Please deliver the item without undue delay."  I have had no reply on this so far.
Can anyone offer any further advice that does not involve the need to reorder the TV and return the original one?  I placed this order in good faith believing I was receiving the free soundbar with my television and am not trying to make any retrospective claims.  Many thanks 

waamo

This is one of those "computer says no" situations. I think you are either going to have to return it and reorder (which I appreciate you don't want to do) or keep it as is. I would, however, point out to them that's what you plan to do just in case a brain cell gets engaged enough to work out the idiocy of the situation.

Do not miss your 14 day deadline for returning it though.

liggerz87

If you go to there website a pop up comes up asking to do video call I did that you can see and hear them they can't see you

JJ_Egan

Save £399 Samsung Q800T Soundbar. Add for £400 when you buy this TV*
SHOP NOW >

 

Save £399 Samsung Q70T Soundbar. Add for £300 when you buy this TV*
SHOP NOW >

 

Save £299 Samsung Q60T Soundbar. Add for £200 when you buy this TV*

SHOP NOW >

 

FREE Samsung T400 all-in-one Soundbar worth £149 when you buy this TV*

SHOP NO

Is that the sort of link you followed  with three other offers above it .

Or did you just click on the buy TV .

Sandtree

It is not obvious from the site, and there are no official T&Cs to the offer listed there either, but as JJ says above you had to choose which soundbar you wanted from the list like the above and add it to your cart as the offer is a free soundbar or a discount off a soundbar.

If you want the basic soundbar and they arent willing to just send it then your only option is to cancel and reorder... if everything was timed well you could simply take then soundbar and return the brand new TV to save you boxing up the old one etc but that will depend on if serial numbers are recorded etc on receipts.

Contacting someone I know on their pre-sales video chat they implied it was a "known issue" and the post sales guys for Samsung.com are making a hash of it... they say that they do have an escalation route so maybe worth reaching out them to see if you can bypass the first line guys.

troubleonline

waamo said:

This is one of those "computer says no" situations. I think you are either going to have to return it and reorder (which I appreciate you don't want to do) or keep it as is. I would, however, point out to them that's what you plan to do just in case a brain cell gets engaged enough to work out the idiocy of the situation.

Do not miss your 14 day deadline for returning it though.

Thanks - I did state this and also mentioned the environmental aspects of doing so.liggerz87 said:

If you go to there website a pop up comes up asking to do video call I did that you can see and hear them they can't see you

Thanks yes - I did use this feature when deciding on which model to order but this is for product advice not sales. Their online chat (without video) direct you to email after sales.

JJ_Egan said:

Save £399 Samsung Q800T Soundbar. Add for £400 when you buy this TV*
SHOP NOW >

 

Save £399 Samsung Q70T Soundbar. Add for £300 when you buy this TV*
SHOP NOW >

 

Save £299 Samsung Q60T Soundbar. Add for £200 when you buy this TV*

SHOP NOW >

 

FREE Samsung T400 all-in-one Soundbar worth £149 when you buy this TV*

SHOP NO

Is that the sort of link you followed  with three other offers above it .

Or did you just click on the buy TV .

Thanks yes I followed the free soundbar links.  The only soundbars that showed up when in basket were ones that were not free - in the way that retailers often try to upsell at checkout.

Sandtree said:

It is not obvious from the site, and there are no official T&Cs to the offer listed there either, but as JJ says above you had to choose which soundbar you wanted from the list like the above and add it to your cart as the offer is a free soundbar or a discount off a soundbar.

If you want the basic soundbar and they arent willing to just send it then your only option is to cancel and reorder... if everything was timed well you could simply take then soundbar and return the brand new TV to save you boxing up the old one etc but that will depend on if serial numbers are recorded etc on receipts.

Contacting someone I know on their pre-sales video chat they implied it was a "known issue" and the post sales guys for Samsung.com are making a hash of it... they say that they do have an escalation route so maybe worth reaching out them to see if you can bypass the first line guys.

Thanks for this - I just tried the video route again (used it for product advice pre purchase) but they can only refer me to the help desk email which is the escalation route I am already trying.  He suggested a strongly worded email. Done that too!
The serial number is not on the receipt / invoice but it would worry me that it is stored elsewhere on their system.   Its such a huge box and we have opened the TV but I guess I could rebox it with all the items out a new order so everything in a return was unsealed.  Am just just terrified something goes wrong doing that.  I also was using a 15% discount code that I was given to order the TV (it was a replacement to a premature but out of warranty irreparable fault) and when I try to use again it shows as having been already redeemed.  Not sure if they will give me another code to reorder.

DoaM

15% discount code ... offers are often mutually exclusive - adding a discount code (regardless of why you have it) may void the other offer (e.g. free soundbar).

powerful_Rogue

As @DoaM said above, you wouldn't have been able to use the discount code and get the free soundbar.

JJ_Egan

As above looks like your 15% code may have killed other offers .

Must admit not an easy site to navigate .

troubleonline

No it doesnt I retried going through to checkout with a 10% friends and family discount code they gave me after purchase and it didnt 'kill' the free soundbar.  I suspect it just can't be used with the money off higher priced soundbars discount codes.
Anyway they tried to call me last night but I missed their call as on work zoom call so hopefully when they call back today I'll get somewhere