Hi all,

A few weeks ago I ordered a Galaxy Z Fold from Samsung Switzerland during a big promo. Got it for CHF 1,560, added the new Galaxy Watch Ultra, and with the discount the total came to CHF 2,030. It also included a free Galaxy Buds 3 as part of the bundle.

The order was confirmed and they even delivered the Z Fold — but then canceled the rest of the order (the Watch and the Buds), saying it was due to “delivery issues.”

I contacted support to ask why they didn’t just delay instead of canceling. They gave me vague, copy-paste replies. When I asked them to open an official support ticket, they refused. I mentioned I might escalate the case legally — and the chat was ended shortly after.

Now here’s the weird part:
• When I’m logged into my Samsung account, the chat button doesn’t work at all.
• But if I open the site in Incognito mode, chat works fine.
So I think they’ve silently blocked my account from contacting support.

⸻

What I’m considering:
• Filing a complaint with SKS (Stiftung für Konsumentenschutz)
• Possibly going to the Schlichtungsbehörde (conciliation office)

From what I understand of Swiss law (OR Art. 1 & 97), once an order is confirmed and partially delivered, it’s a binding contract — so Samsung shouldn’t be allowed to cancel like this.

Has anyone else:
• Had a similar experience with Samsung CH or other companies?
• Filed a complaint through SKS or legal route for something like this?
• Been silently banned from support?

Appreciate any advice or experience — thanks!

by Loud-Action-5792

12 comments

  1. Have you read the terms and conditions?

    Apparently it says in there that they can cancel your order.

  2. refund the phone. dont get scammed by this shitty company

  4. Refund the phone while you still can.
    You probably wont be getting the rest of promotion and you will be stuck with the phone. So refund, get your money back and look for other deals that actually can deliver.

  5. Thanks for the heads up, I got a promo email from Samsung the this morning. I will be extra careful if I decide to buy from them directly.

  6. I wouldn’t waste my time and money trying to take legal action. In their t&cs, they almost definitely state that they can cancel an order without notice. Unless they don’t refund you, I doubt there’s anything you could do. Ianal

  7. Uff that sucks.. if you want to reach out, just drop me a PM. I have some contacts at Samsung CH and I’m sure there would be a way to figure things out… if you still want. Probably just a shitty sales support, company is usually super solution oriented.

  8. You can’t do anything because they have terms and conditions you accepted which in practice say they can do whatever they want with your order. You should simply return it and get your money back and look for another supplier.

  9. Yeah you can’t threaten people with legal action and then expect them to keep talking to you.

  10. You should have read the terms before agreeing to the offer. I bet there’s something written in there that allows them to cancel it.

  12. The same thing happened to me. Just bought the Watch 8 Ultra with a free watchband and free buds. They canceled the free watchband with no explanation and no response to my email.

    I’ve never had issues with them (I’ve been exclusively buying Samsung flagships since the Note 8. So this comes as a surprise to me.

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