Sky didn't send free earbuds...where do I stand?

B17Fan

We purchased a samsung S22 phone at the beginning of june. When we spoke to the phone operator, she said that the free earbuds would not be sent with the phone, but in 40 days time. Because some people have been sending the phone back and keeping the earbuds. So, we waited patiently for them to be delivered...which they were not.
We phoned sky and were transferred to someone higher up.
They said that the person who took our order should've ordered the earbuds at the same time, and that they are NOT sent separately, they are sent with the phone.

They promised to investigate and get back to us on a certain date. We heard nothing. So we got back in touch with them, again transferred to someone higher up.
She said that we are entitled to the earbuds, as they were part of the offer when we ordered, and as we haven't received them...we have been missold the product.
She said she would get back to us with a result of the investigation. We again heard nothing. Coincidentally on that day, she said there was a phone call booked for 5pm that day - surprise surprise they never called.

SO...we phoned them again a few days later..and the person said there was a phone call booked on that day...yeah right! She told us to go to the samsung promo claims website (she sent a link), where you had to verify your phone. Then we would received the earbuds 3 days later.

I have contacted samsung, who have told us that the last promotion for ear buds with an S22, was in 2022.
There is nothing they can do to honour the offer.

I don't know what to do next. The promotion was part of the reason for purchasing the phone. They are the ones at fault for not ordering them at the time they took the order for the phone. 

What else can I do? At the moment, I don't exactly rate their customer service! And we have been Sky Customers for a VERY long time!

elsien

Does the product promotion page have the get out of “while stocks last?”

km1500

you can complain to Sky - ask for credit to the value of the earbuds and see what their response is.

If not satisfactory then go to the small claims court.

B17Fan

elsien said:

Does the product promotion page have the get out of “while stocks last?”

We were told they were in stock 

B17Fan

km1500 said:

you can complain to Sky - ask for credit to the value of the earbuds and see what their response is.

If not satisfactory then go to the small claims court.

One of the "higher up" people we spoke to, said we could pay for the earbuds and they could refund us. As they have them in stock, to buy, not to send as freebies. 
But I'm reluctant to go down that route, as I don't trust they'll honour that refund.

I think even if you asked them to give  credit the value of the earbuds, they won't do that. They seem to be trying any excuse and fobbing us off!

km1500

Have you raised a formal complaint with Sky?

B17Fan

km1500 said:

Have you raised a formal complaint with Sky?

No...but I think that could be our next step 

B17Fan

Update...we've lodged a complaint with them. They've got back to us and said we can pay for the earbuds...they'll take 3 weeks to get here, then they'll refund this money when we receive the earbuds. I'm not sure about doing this. Even though they said they'd refund, why should we have to pay for something at all, when it should've been free. Not happy with this 

PHK

Reply to them saying they should place the order and send to you. 

If they won’t do that then ask them to credit your account with the value and then you’ll buy them. 

JSmithy45AD

B17Fan said:

Update...we've lodged a complaint with them. They've got back to us and said we can pay for the earbuds...they'll take 3 weeks to get here, then they'll refund this money when we receive the earbuds. I'm not sure about doing this. Even though they said they'd refund, why should we have to pay for something at all, when it should've been free. Not happy with this 

Well they will be free won't they?

Sounds like you're cutting your nose off to spite your face TBH. It also sounds like Sky don't entirely believe you.