Samsung Summer 2023 Cashback Promotion

ThriftyMum_1

In the July Samsung Summer 2023 Cashback promotion I bought two qualifying items, a Samsung Tab 8 tablet and a S23 Ultra phone which offered £150 and £200 cashback respectively. These were purchased directly from Samsung via their UK site and the transactions are recorded on my Samsung account.
My decision to purchase at that time was based on being eligible for this offer and I never considered that Samsung would not honour it.  
Following submission of the online claim form via the claim portal, they provided email and text confirmation that my cashback claim had been approved and that my reward would be sent within 30 days.
In the How it Works section of the promotion they state you will be informed within 5 days whether your claim has been approved.  I was, and it had.
7 days later I was surprised to get another email and text asking for proof of purchase (this had been provided as part of the initial application).  I visited the portal again (recorded on my Internet history) and I believe all the information requested has been provided. 

Several weeks passed and I then visited the track my claim site to see whether it had been paid as no money had landed in my nominated account.  I was surprised to see my claim status had changed to unsuccessful! I contacted the helpline and after being told I had not provided requested information, when i believed I had, I asked this be escalated. 

Today I received another email from the Claims Team stating they had reviewed my claims and their decision to invalidate my claim on the basis I have failed to provide proof of purchase and quoted their right to do so under term 19. (This basically allows them to conduct checks to ensure the claim is not fraudulent). There is no timescale set within these terms however Samsung Promotions are claiming I have failed to respond within the 7 days proscribed in the email (nb not in the t&c's). I dispute this, as I recall providing proof via the portal which cannot be accessed. 

I believe I have submitted two valid claims with proof of purchase direct from Samsung and done everything reasonable to comply with the terms and conditions of this offer. 
I cannot afford to write off £350.

Has anyone else had a similar issue? 

SaverRate

My wife brought an S23 and Watch and got both cashback amounts as part of the July promotions. 

May be worth emailing their CEO team - https://www.samsung.com/uk/support/contact/email-the-ceo/#

ThriftyMum_1

Thank you for sharing your wife's positive experience.  Can you please advise if she had to provide additional proof of purchase after completion of the initial online claim form and also did she purchase directly from Samsung.com/uk? 

If the next stage escalation does not resolve this I will try the CEO team. Feeling quite cheated at the moment.

Many thanks 😊 

flaneurs_lobster

I've bought a couple of phones direct from Samsung UK, last one in June, and have had no problems with cashback or with trade-in, all have been claimed and paid with no problems.

These after-sales services are handled by a third party on behalf of Samsung. These things usually work well but when you are asked directly to provide information, even if you have already provided it previously, I wouldn't have made any assumptions about the process and would have simply provided the information again. 

Good luck with your complaint.