Formal Complaint – Unfair Rejection of Price Match and Refund Request Dear Samsung Australia Customer Support, I am writing to express my extreme disappointment with the handling of our recent price match and refund request regarding the Samsung S25 Ultra, purchased on 8 June 2025 for $1,749 AUD via your online store. Shortly after receiving the device on 16 June, we discovered that Samsung was offering the exact same model at a 30% discount ($1,504.30 AUD) to Australian Government employees—a category both my partner and I fall under. On 19 June, well within the 14-day window outlined in your Price Promise policy, we submitted a claim seeking a refund of the $244.70 difference. To our dismay, the claim was rejected on the grounds that the discounted offer was not from an “eligible retailer.” However, this discounted price was offered directly by Samsung through a government employee portal. It is deeply frustrating that Samsung would exclude its own promotional pricing from its price match policy, especially when the product, eligibility, and timing all aligned with the stated terms. When we attempted to return the device in order to repurchase it through the government portal, we were again denied—this time because the phone had been unsealed. This rigid policy left us with no recourse, despite acting in good faith and within the stated timeframe. We feel misled and unfairly treated. The lack of flexibility and unwillingness to acknowledge Samsung’s own pricing structure has left a bitter impression. My partner now regrets switching from Apple, and this experience has significantly eroded our trust in the Samsung brand. Attached are the invoice and screenshots showing the original purchase and the discounted offer. We respectfully request that Samsung reconsider our claim and issue a partial refund for the price difference.