On January 17, 2026, I purchased a 75-inch Samsung QLED television, which was delivered on January 20, 2026. Upon opening the box, I noted that the bezel on one side of the TV had become deformed and was not attached properly, and there was what appeared to be a mark from the Styrofoam on the back as though it had an impact during shipment.
I hooked the TV up to see if there were any other issues and noted that there was a 1-2 inch portion of the screen that was not working. This was also on the side of the damaged bezel.
I have since contacted e-commerce customer support numerous times regarding issues with this TV, and to date, the only resolution offered has been to return the product for a refund and resubmit the order myself. This would be an acceptable solution except for the fact that the TV is now priced at $1700.00 vice the $1100.00 that I originally paid.
Why do I have to pay a higher price because for receiving a damaged item.
I am being told sorry for the inconvenience of getting a broken item. To make it up to you we will make you pay more for the same item to be sent back to you. Horrible service might as well spit in my face.
May I ask you if you purchased the Television from a Samsung Experience Store or if you purchased it from a retail online store like Amazon, Ebay, Wish, Temu, Aliexpress or Alibaba?
The reason why I am asking you this is usually when they lower the price its because there is a defect and this will be explained in the description of the item. A discount price would be applied but you may have to find a third party store to repair or approach Samsung and pay the repair cost. That's why its lower than the actual price.
If you purchased it from Samsung directly during a Christmas sale you can appeal to the agent to wave the difference since the problem was during shipping via written means. If Samsung verifies that it was indeed a shipping and handling issue and they read your letter they'll be persuaded to assist you.
Please include a photocopy of your warranty status its usually in the box in your letter.
I am sorry you are experiencing less than stellar customer service from Samsung E-Commerce. Did you purchase directly feom Samsung? Has the communication been through email or phone? Have you taken pictures of the damage and attached them to an email?
Have you contacted email the CEO at this link with pictures of the damage, the more written evidence you have the better.
If they don't want to honor the price you paid, return it. If they give you any problems with a refund contact your credit card company and file a dispute. Your credit card company works for you, not the vender Samsung.
Good afternoon @Members_00JcOJD and welcome to our community! I can certainly understand how frustrating this is and am delighted to assist you! For further assistance, you will need to call 1-800-SAMSUNG (1-800-726-7864) and ask to speak with our specialized team about this issue.
