I am writing to submit a formal complaint regarding my Samsung S25 order and the related promotional earbuds, invoking my statutory and legal rights under UK law.
Background:
I placed an order for a Samsung S25 with promotional earbuds.
The Galaxy link redemption system repeatedly stated my IMEI was “already in use.”
I contacted your company eight times between October and December. On two occasions, agents claimed to have submitted the earbuds redemption on my behalf after I provided the IMEI. However, I have not received the earbuds or confirmation of successful redemption.
Failure in Service and Follow-through:
Despite multiple escalations, I have never received the promised callbacks.
On 18 December, I was assured by the Customer Loyalty Team that all calls would be reviewed, and that I would receive a callback at 10 AM on 19 December—which did not occur.
Today, 19 December, I called again at 11:10 AM and was continually transferred incorrectly, with no one accepting responsibility.
This has caused significant distress and inconvenience. I suspect the earbuds may have been wrongly claimed by an employee, amounting to unauthorised appropriation of merchandise. I have been lied to and ognored since november
YOU HAVE NOW BROKEN THE LAW BY FAILInG TO PROVIDE A DSAR data subject access request - within 30 days -
Legal Rights and Obligations
Consumer Rights Act 2015
Under the Consumer Rights Act 2015, goods must be:
of satisfactory quality,
fit for purpose, and
as described.
Failure to supply the promotional earbuds (as described at the point of sale) constitutes a breach, entitling me to a full refund or compensation.
Misrepresentation Act 1967
Your statement that the earbuds redemption would be handled can be construed as a pre-contractual representation. Any failure to deliver, particularly after relying on these assurances, may constitute misrepresentation, entitling me to seek remedy under the Misrepresentation Act 1967.
Data Subject Access Request (DSAR)
Under UK GDPR and the Data Protection Act 2018, I have requested copies of all my data and call recordings three times. You are legally obliged to comply without undue delay, typically within one month. Refusal would be a violation of my statutory rights.
Immediate Actions Requested
Provide written acknowledgement of this complaint by end of business today (19 December).
Resolve the earbuds claim or issue a suitable refund or equivalent compensation under the Consumer Rights Act.
Share all call recordings and related data in accordance with my DSAR request within the statutory deadline.
Explain the steps taken to investigate the alleged unauthorised claim and confirm employee responsibility.
Next Steps
Unless resolved within 7 calendar days, I reserve the right to:
Cancel all four handsets and terminate ongoing services.
Escalate my complaint to Trading Standards and the Ombudsman.
Pursue legal recourse under the Misrepresentation Act and seek damages under the Consumer Rights Act.
Share my experience widely online via review platforms.
I expect your prompt and lawful handling of this matter. Please confirm your acknowledgment today.
