I recently bought a Samsung s9 plus online directly from Samsung. After 10 days I reported a fault through their email system online. They advised me to carry out a number of things to the phone to see if it helped. It didn't so after emails unanswered I firstly took the phone to a Samsung shop in Manchester who tested the phone. Baring in mind this is a 70 mile round trip for me. The shop staff where great but said they were a different franchise to the online samsung. After doing the checks they said it was a microphone fault. So I rang the number on their website. I spoke to the technician who said it was a software issue and one they were working on to be fixed but had no date when that would be. I was struggling to use the s9 plus phone as conversations were cutting out so I said the phone wasn't fit for purpose. He gave me another number for a refund. They refused to give me a refund at first because I had the phone over 28 days even though I had reported this fault after 10 days I received it. They said as I had reported to the technician and not the shop it was a mute subject about receiving a refund. I told them I used the email on their website and if they sent it to different departments it wasn't my fault. After numerous conversations and arguments they agreed to refund. I couldn't even understand what they were saying most of the time even though they were friendly. Samsung DO NOT abide by the UK consumer act so it became very difficult. They wanted to take the phone apart after I sent it to them to fix it. I refused as it was a brand new phone which was £900 over 24 months. They refused to send a replacement. Eventually some 6 week later they finally agreed the refund. It was returned immediately as per their instructions and was told that the refund would be given 5 working days after they receive the phone in their warehouse and had been checked for damage. I've now waited almost 2 weeks after I sent the phone back with no refund received. Although yesterday I received an email to say they were delivering another phone to me.???This morning I rang them to ask why I was being sent another phone. They asked me to refuse the parcel on delivery which I did. Now they are again refusing to give me a refund even though they have had my phone for 2 weeks because this new phone which I havent even had has to be received and checked in the warehouse again. Its disgusting. Everyone in the UK needs to be made aware of what Samsung are doing. Apparently we have no rights because it was bought online. I am making a stand to never buy another Samsung product EVER.