Samsung Delivered Faulty Damaged TV & Refuse to Replace or Fully Refund

Kaleem1974

I recently purchased a 85" QLED Q7F 4K Vision AI Smart TV (2025) from Samsung.  The item was delivered on 03rd December 2025 and was open on the day I received my wall bracket 14th December 2025. The QLED television was found to be faulty with considerable screen damage at the bottom of the screen.

 Samsung unfortunately made me aware that this faulty damage should have been reported within 72 hours of delivery as per there policy and they were unable to offer me a replacement.  However they were willing to provide a refund which would incur a 20% reduction of the purchase price or for technical support to fix this damage where I would have to pay for the cost of the repairs.

They acknowledged these were not desirable options but in line with Samsung policy and all they could offer. When questioned about my protection under consumer law, I was advised Samsung policy takes precedent.

As one would assume I am very disappointed with Samsung and very dissatisfied with how they are refusing to be reasonable in this matter. I would be very grateful for any advice in relation to my consumer rights and how I should get this resolved (where I am not just left out of pocket with a damaged tv that does not work).

dnpark38

Was the wall bracket part of the same Samsung order?

Woodstok2000

Samsung are talking rubbish. The sale of goods act trumps anything they may write down regardless.  The important bit is below. They need to prove the goods weren't damaged when delivered to you.

As you're within 14 days and if it was purchasd online, you can also reject the goods for no reason at all and don't have to justify it to them.

Repairs and replacements

If a customer has ‘accepted’ an item, but later discovers a fault, you may have to repair or replace it. The customer can still reject the item after it’s been repaired or replaced.

A customer has accepted an item if they’ve:

• told you they’ve accepted it (having had enough opportunity to inspect the item before confirming they’ve received it)
• altered the item

You must repair or replace an item if a customer returns it within 6 months - unless you can prove it was not faulty when they bought it.

Woodstok2000

In terms of next steps, document everything in writing and with pictures. Follow their complaints process and escalate as far as you can. If you get nowhere, try your card provider or bank too,and finally trading standards and small claims court.

Kaleem1974

Thank you for this much needed advice 

I will escalate this as far I can before contacting my card provider - one saving grace is that I made this purchase on my credit card.

(Just answer the above question  - the bracket was ordered separately from a company on Amazon).

timjim

Woodstok2000 said:

Samsung are talking rubbish. The sale of goods act trumps anything they may write down regardless.  The important bit is below. They need to prove the goods weren't damaged when delivered to you.

As you're within 14 days and if it was purchasd online, you can also reject the goods for no reason at all and don't have to justify it to them.

Repairs and replacements

If a customer has ‘accepted’ an item, but later discovers a fault, you may have to repair or replace it. The customer can still reject the item after it’s been repaired or replaced.

A customer has accepted an item if they’ve:

• told you they’ve accepted it (having had enough opportunity to inspect the item before confirming they’ve received it)
• altered the item

You must repair or replace an item if a customer returns it within 6 months - unless you can prove it was not faulty when they bought it.

Not Sale of Goods Act, that has been replaced by the Consumer Rights Act 2015

RaquelD25

Have you had any resolution with this?

I have the same issue - TV delivered 7 days ago but I only opened the box after 5 days to find the screen was damaged. Despite numerous emails and phonecalls, Samsung are refusing a full refund. I have pointed out that they are in breach of contract under the UK Consumer Rights Act but to no avail. They are blatantly disregarding that.

I paid for it on my debit card so I can't even claim under Section 75. I have contacted my bank to request a chargeback claim - just waiting to hear.

I am at a loss at how Samsung can get away with it! Worse case scenario, I have paid £300 for nothing. Something which I cannot afford to loose.