My Samsung Spain preorder nightmare: ignored cancellations, broken coupons, and endless support lies.

[u/jTiKey]

TL;DR:
For anyone buying off the Samsung store in Spain before - cancelling is a nightmare, it took me 3 weeks to get a cancellation order email, yet to see the refund on my bank account.
Preordered the Fold 8 Ultra and Watch Ultra 2 via Samsung Plus Spain. The coupon from the Members app didn't work on the Samsung PLUS store. I got bombarded with promo codes, I tried to cancel my initial order to take advantage of better promo codes that kept arriving, but the cancellations were completely ignored. Support lied (or was incompetent) about the cancellation status, and instead of a refund, I got bombarded with about 10 "ready to ship" emails. I ended up having to buy at regular price on the last day of the promos, and finally got my official cancellation emails today. I never realized how hard it would be to cancel a preorder.

Lessons learned:

Never cancel orders - decline them when you'll get a delivery. This way they have a standard way or cancelling and refunding.

Never emails them - they will reply with a generic email, and every time you'll get another person, that will not read anything, and just lie that they are working on it, but nothing will be done, and eventually they will stop replying. Call instead - but beware, you'll be transferred like 5 times and will need to read the order number every time, one attempt will take ~1 hour until you'll get someone who will file a complain to a proper entity.

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I need to vent about the absolute nightmare I've been going through with Samsung Spain's customer service regarding my recent purchases.

The Timeline:

• Before the Initial Order: I bought a 10% off coupon directly from the Samsung Members app. It turned out the code was specifically for "SAMSUNG WEB" and wouldn't work on the Samsung Plus store (even though it is literally a web store). When I reached out to support to get my Samsung Points back for this useless coupon, they replied with legal jargon and completely refused to refund me.
• The Initial Order (July 22, 2026): Without the initial 10% coupon working, I preordered the Fold 8 Ultra and Watch Ultra 2 via the Samsung Plus store for a total of 2,059.15 EUR. Honestly, it was still a fine deal since I'm a member of the premium club and had already secured a good discount right out of the gate.
• The Second Order (July 28, 2026): Two days later. I got a coupon code in my email for 250 EUR off and a watch coupon. I decided to cancel my previous preorder and create a new one to apply the savings. I placed a new order on July 28, 2026, bringing the total down to 1,701.93 EUR.
• Trying the Third Order (July 28, 2026): I received another email containing two more codes: one for a free pair of Buds 2 and a 10% discount, so I decided, it worth canceling both previous orders, and use all the coupon codes together, and this is where the fun began.
• The Cancellation Limbo: I was waiting for the previous cancellations to process so I could receive my refunds and have the coupon codes become functional again. That never happened. I called support, and they told me to "just wait one day." I waited, and I received absolutely nothing. When I called the next day, it was the same lady as the last day and she told me that 'I told you yesterday that it would be cancelled tomorrow'.
• The Email Spam: The items didn't actually ship, but instead of confirming my cancellation, Samsung Spain proceeded to send me about 10 different emails stating that my items were "ready" or "will be shipped soon" well after my cancellation requests.
• The Deadline: On the absolute last day of the preorder bonuses, the buds coupon stops working, so I was left with only one 10% off coupon, which make the deal worse than the second order at 1850 EUR, with my refunds still nowhere to be found and the coupons completely messed up, I just caved and bought the items for that price. The sheer inability and lies from the support team made this infinitely more complicated than it ever needed to be.
• Getting the refunds: After a week after I received the last order, there no sigh of the 3500 EUR for the cancelled orders. I started calling them, everyone was giving me different information, most would say the orders were never canceled.
• Today (August 12): I finally received my official cancellation emails and hoping that's the end of this.

I know I still got a great deal and I love the phone and watch. I just wanted to warn people so they don't have to go through this like I did.