GET GEPHARDT

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.

KSL 5 TV Live

Get Gephardt

Homeowner Mark Shea tells KSL’s Matt Gephardt he paid someone to build a deck who abandoned the j...

Matt Gephardt

Get Gephardt: Homeowners ask why authorities can’t shut down an unlicensed contractor

Two Salt Lake County homeowners hired and paid someone to build decks for their homes but say he left the jobs unfinished. Turns out, he’s been cited by the state for not having a contractor’s license before.

2 hours ago

Matt Gephardt, journalists, looks as paper with a woman...

Matt Gephardt and Cimaron Neugebauer

Get Gephardt: Ticketmaster seizes back purchased seats

Imagine buying tickets to a show, then having the seller refuse to give them to you. That’s what happened to a Utah woman, when she got a refund she didn’t ask for.

1 day ago

Pig-butchering is a devastating combination of romance and crypto scams, and it’s taking Utahns f...

Matt Gephardt and Sloan Schrage, KSL TV

Unmasking the fast-moving pig-butchering scam hitting Utah

Pig-butchering is a devastating combination of romance and crypto scams, and it’s taking Utahns for all their worth.

6 days ago

Utah's lemom law...

Matt Gephardt

Utah’s lemon law: Why the rules could leave you in a financial squeeze

Golf carts, side-by-sides and other recreational vehicles can cost well over $10,000. But if you end up with a lemon, Utah’s law may leave you with a sour taste in your mouth.

7 days ago

Hacker behind a keyboard. (FILE)...

Matt Gephardt

Using AI to tackle your debt

We've seen the power of artificial intelligence used to help navigate all sorts of complex problems: Medicine, education, customer service among many others. Well, it doesn’t get much more complex than Americans grappling with debt.

9 days ago

FILE - A line of unsold 2018 Cooper Clubmen sit in a long row at a Mini dealership, March 30, 2018,...

Matt Gephardt and Sloan Schrage, KSL TV

More people are leasing new cars but does it make sense for you?

Sticker shock is nearly universal for anyone looking for a new car and that has many drivers considering leasing their next car. But is it the right option for you?

16 days ago

Sponsored Articles

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.

Close up of finger on keyboard button with number 11 logo...

PC Laptops

7 Reasons Why You Should Upgrade Your Laptop to Windows 11

Explore the benefits of upgrading to Windows 11 for a smoother, more secure, and feature-packed computing experience.

Stylish room interior with beautiful Christmas tree and decorative fireplace...

Lighting Design

Create a Festive Home with Our Easy-to-Follow Holiday Prep Guide

Get ready for festive celebrations! Discover expert tips to prepare your home for the holidays, creating a warm and welcoming atmosphere for unforgettable moments.

Battery low message on mobile device screen. Internet and technology concept...

PC Laptops

9 Tips to Get More Power Out of Your Laptop Battery

Get more power out of your laptop battery and help it last longer by implementing some of these tips from our guide.

Users display warnings about the use of artificial intelligence (AI), access to malicious software ...

Les Olson

How to Stay Safe from Cybersecurity Threats

Read our tips for reading for how to respond to rising cybersecurity threats in 2023 and beyond to keep yourself and your company safe.

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