AVOID buying directly from Samsung.com
AVOID buying directly from Samsung.com — a return nightmare I bought a 65" Samsung OLED S90F directly from Samsung.com. It had a persistent picture "judder" defect that Samsung's own Technical Support could not fix, so I initiated a return. That decision cost me over a month of stress and I still don't have my money back. Samsung first scheduled a pickup, then admitted the return had never actually been initiated. On June 30, a Samsung rep confirmed IN WRITING that I could return the TV to any Best Buy under Samsung's own terms of service. I returned it to my local Best Buy at 12:37 PM on July 1. Best Buy accepted it and confirmed the return was complete. Then Samsung refused my refund — repeatedly demanding a "drop-off receipt" that DOES NOT EXIST in Best Buy's return process. A Best Buy supervisor with 20 years of experience had never heard of such a document. Best Buy went above and beyond, providing a scanned drop-off confirmation, the return order number, and written statements. TWO Best Buy managers — including the store General Manager — confirmed in writing that they physically have my TV, and Best Buy Corporate confirmed it on two separate recorded phone calls. Samsung's response? Fifteen days of complete silence, followed by a canned "your case remains escalated" email with no refund, no timeline, and no resolution. Over a month after returning the TV, I have NEITHER my refund NOR the television, and I've been forced to dispute the charge with my credit card company. Best Buy was outstanding throughout. Samsung was the exact opposite — misinformation, broken promises, and stonewalling over a document that doesn't exist, even after their own retail partner repeatedly confirmed the return. If anything goes wrong with a direct Samsung.com order, you may spend weeks fighting for your own money. Buy from a retailer with a real return counter instead. Learn from my experience.