Your rights when a company won’t refund you for a product with a money-back guarantee

Jan 24, 2024, 10:40 PM | Updated: Jan 25, 2024, 6:42 am

“I’ve decided that’s a lot more than I want to spend on a soundbar,” Springer said.

He assumed there would be no issue in returning the soundbar since it came from the manufacturer with an advertised “100-day trial.” When he contacted Samsung to make the return, he got an unexpected answer. 

Marlow Springer

Marlow Springer shows KSL’s Matt Gephardt a soundbar system he purchased with a 100-day trial offer but couldn’t return. (Jeff Dahdah, KSL TV)

“They basically said, ‘We don’t have anything in our system to enable you to return it,’” Springer said.

While going back and forth with Samsung’s customer service without resolution, the 100-day trial window closed.

‘I feel stuck’

Not able to get unstuck on his own, Springer decided it was time to Get Gephardt.

Utah has rules about free trials and refunds. In fact, by law, it’s considered “a deceptive business practice” for a company to refuse an owed refund. And they’re supposed to do it “within 10 business days” of it being requested.

The KSL Investigators reached out to Samsung to ask why they would not honor Springer’s refund request during the advertised trial window and just like that – they did!

In an email, a spokesperson wrote they “have provided a full refund.”

Samsung did not explain why Springer wasn’t able to get a refund on his own, but the spokesperson told me Samsung values “this opportunity to review and improve the return experience for future customers.”

Not only did Samsung refund the purchase, but it also told Springer he could keep the soundbar system as an apology for the inconvenience.

Utah’s returns and refunds are enforced by the Utah Division of Consumer Protection. Click here if you find yourself stuck in a similar situation.

Get Gephardt

Lynzee Delapaz explains to KSL’s Matt Gephardt how her car was damaged when it collided with anot...

Matt Gephardt and Sloan Schrage

Get Gephardt: Who’s legally responsible for damage when cars collide in a car wash?

A Grantsville woman’s car was damaged inside a car wash when the vehicle ahead of her went off the tracks. So, who pays for the damage?

12 hours ago

Matt Gephardt speaking to Thelissa Mead about Hyundai not responding to her claims and getting her ...

Matt Gephardt

Get Gephardt helps Utah Hyundai owner seeking reimbursement for overestimated fuel economy

A major automaker was accused of saying their cars get better mileage than they really do, And they promised to pay their customers back. But when one Utah customer wasn't, she decided to Get Gephardt.

4 days ago

(FILE) A test dummy getting hit by an air bag during a crash test....

Matt Gephardt and Sloan Schrage, KSL TV

Thousands of cars equipped with faulty airbags on Utah roads as automakers issues ‘Do Not Drive’ warnings

Auto manufacturers have recalled over millions of Takata airbags because of their potential to explode and shoot out sharp metal fragments. And there are still thousands of those in cars across Utah.

13 days ago

sprinkler sprays on green grass...

Matt Gephardt and Sloan Schrage

Get Gephardt: Layton man demands refund for decades of charges for water he can’t access

Imagine finding out you've been paying nearly 40 years for rights to water you're not only not getting, but that you can't get, because the pipes for it don’t exist.

15 days ago

Danielle Addicott showing KSL's Matt Gephardt the fraud charges that were on her Wells Fargo accoun...

Matt Gephardt and Sloan Schrage, KSL TV

Get Gephardt helps Utah woman who says her bank refused to refund stolen money

A Park City woman says thousands of dollars were stolen from her bank account, but the bank refused to cover her loss. She decided to Get Gephardt.

19 days ago

Credit cards...

Matt Gephardt

Household debt reaches record high but inflation is masking debt progress

Personal finance experts say American household debt is at a record high, but considering the circumstances, it could be much worse.

19 days ago

Sponsored Articles

Photo courtesy of Artists of Ballet West...

Ballet West

The rising demand for ballet tickets: why they’re harder to get

Ballet West’s box office is experiencing demand they’ve never seen before, leaving many interested patrons unable to secure tickets they want.

Electrician repairing ceiling fan with lamps indoors...

Lighting Design

Stay cool this summer with ceiling fans

When used correctly, ceiling fans help circulate cool and warm air. They can also help you save on utilities.

Side view at diverse group of children sitting in row at school classroom and using laptops...

PC Laptops

5 internet safety tips for kids

Read these tips about internet safety for kids so that your children can use this tool for learning and discovery in positive ways.

Women hold card for scanning key card to access Photocopier Security system concept...

Les Olson

Why printer security should be top of mind for your business

Connected printers have vulnerable endpoints that are an easy target for cyber thieves. Protect your business with these tips.

Modern chandelier hanging from a white slanted ceiling with windows in the backgruond...

Lighting Design

Light up your home with these top lighting trends for 2024

Check out the latest lighting design trends for 2024 and tips on how you can incorporate them into your home.

Technician woman fixing hardware of desktop computer. Close up....

PC Laptops

Tips for hassle-free computer repairs

Experiencing a glitch in your computer can be frustrating, but with these tips you can have your computer repaired without the stress.

Your rights when a company won’t refund you for a product with a money-back guarantee