Never got Roblox Giftcard, said up to 8 weeks, i'm at 11 and nothing

[Ew2]

Ordered the S11 Ultra on 9/12/2025, picked up at Best Buy same day.
I was planning on giving to my kid for his birthday last week.  This is ridiculous.
Email confirmation and everything is below.

I have reached out to support with no help.  I would recommend not trusting samsung to deliver.  They blame third party, but I bought from them they need to make this right.

[Shadem]

Have you checked the policies about gift cards?

[Ew2]

Yes, here are the details from my order confirmation, subject to availability, may be substituted at Samsung's discretion.  When I purchased this device the value of this gift card was part of the offer. 
I have no substitutions either.

[Shadem]

Ok... so basically it was samsungs thing? Do you know how you bought it? Companies often do say that even though it's not really legal. Try to file support. I am a newbie after all

[Ew2]

Yes it was a samsung thing, I know I bought it because it is in my order confirmation in their emails, and still on their site.  I got the other things that were part of the order, but never got the gift card.

The screenshots in my post are from the confirmation email.

[realaud]

Let me get this straight.  You did get the redemption code in an email and tried to redeem it?  Or, you never got the redemption code in the first place?  

It has been my experience with *any* promotional offer from *any* company, a third party fulfillment company is utilized.  The normal time from for receiving the promotional items may be 6-8 weeks, but around holiday time fulfillment slows down due to volume - the fulfillment period could stretch to 12-20 weeks.  This may be because many people buy items with promotions attached for the holidays and send in their requests all at the same time in hopes of getting the promotional item to also give for the holidays.  Samsung support can't help with this, because CS reps do not have access to the fulfillment company's schedule. That being said, someone somewhere knows how to get on the fulfillment company's case to try to move things along.  I suggest an appeal to the CEOs troubleshooting team.

https://www.samsung.com/us/support/contact/email-the-ceo/

[Ew2]

I never got the code. I made my purchase in September, hardly holiday time.
This was part of my cart at checkout, should never take this long.
I have escalated

[realaud]

September, believe it or not, is the start of holiday shopping season, especially for products with promotions attached.  Also, fulfillment companies do not only work for one company.  They may have fulfillment commitments to many other companies running promotions at the same time.  They are also dependent upon getting enough codes, physical gift cards, etc. from the companies offered up for gift cards.  For instance if Roblox committed $100,000 worth of codes for a promotional campaign, that $100,000 may be spread out among several different companies offing a Roblox gift card promotion.  The fulfillment company that is handling the Samsung promotion may only have 1/3 of the codes allocated and it may take time to request and obtain more from Roblox.  

I am not defending the fulfillment company, but explaining how the process works.  Once Samsung sends the request to the fulfillment company, it's really out of their hands - it relies on the timeliness of the fulfillment company.  It's quite another thing if Samsung never actually passed on the request to the fulfillment company.