topic Still Not Received My S21Ultra in Samsung Shop

Still Not Received My S21Ultra

lemontop — Sun, 21 Feb 2021 09:00:02 GMT

I ordered a S21Ultra 256gb from the Samsung Store on the 3rd of February but still haven't received it. When I ordered it it was out of stock, and the first available delivery date was the 18th February. That day has come and passed, Still no phone. The help line tells me they have stock problems, even though its still in stock on the web site. Anyone else going through this crap.

Re: Still Not Received My S21Ultra

Blessed4life — Sun, 21 Feb 2021 09:08:46 GMT

Hi it'll be with you soon.
Don't worry.

Re: Re: Still Not Received My S21Ultra

lemontop — Sun, 21 Feb 2021 09:12:28 GMT

I've just been back on the website to order another one to see what delivery date it gave me. First available date is the 8th of March, but they still say its in stock.

Re: Still Not Received My S21Ultra

Blessed4life — Sun, 21 Feb 2021 09:15:28 GMT

They are doing everything not to loose customers.

Re: Still Not Received My S21Ultra

Kimble2415 — Sun, 21 Feb 2021 10:23:48 GMT

I ordered a phantom titanium with a 2-5 week delivery span no date as yet but I'm just impatient wanting it to come soon 😅

Re: Still Not Received My S21Ultra

Greenlantern68 — Sun, 21 Feb 2021 12:04:17 GMT

Just remember to contact Samsung (Live chat or video chat ,e mail response is very slow), regarding your claim to the buds (live) promotion ..as you only have 30 days from purchase date to claim. I am in Northern Ireland and I expect severe delays for my S21 ...I have already been in contact with Samsung and all they say is contact us closer to the time (I'm guessing 7 days +- ) . Also DPD is the courier and Brexit now influences the delivery...so I wait..my order was placed and paid for in first week of February...still saying customising product (i ordered the Brown S21) ..so I expect a slightly longer delay...and also expect Samsung to honour the bud promotion.

Re: Re: Still Not Received My S21Ultra

lemontop — Sun, 21 Feb 2021 12:23:50 GMT

They told me not to worry about the buds offer, but to claim them you have to input the IMEI number of your new phone. I see problems ahead. 😪

Re: Re: Re: Still Not Received My S21Ultra

Greenlantern68 — Sun, 21 Feb 2021 12:33:14 GMT

I'm just going to make sure they honour the buds( live version). Yep,I'm aware I need my new phones IMEI number...also I used the trade in option with my S9 (£200 off the S21 ultra)...but this is a concern too (due to Northern Ireland brexit protocol) , as I only have 7 days window for my S9 to arrive (Samsung provides a pre paid service-envelope- for the trade in) . Samsung needs to take into consideration the N.I brexit protocol when I send back my S9.

Re: Still Not Received My S21Ultra

Greenlantern68 — Sun, 21 Feb 2021 12:35:23 GMT

If there is anyone from Samsung-moderator or employee, could you address the delivery time and 7 day trade in time for customers in Northern Ireland please.

Re: Still Not Received My S21Ultra

Whittall1 — Mon, 22 Feb 2021 10:38:07 GMT

Hi, Yeah i'm having the exact same issue.

I ordered a S21 Ultra 256gb on 5th Feb. Was given today (22nd Feb) as a delivery date.

Checked progress on the website and it doesnt even say its being prepared so I phoned Samsung this morning and was told that they dont have stock but they are expecting some in the next few days and I should have my phone this week. Dont know why but I kind of dont believe them.

I asked why it said it was in stock when I ordered and was told "its first come first served" so I tried to explain that when my order was taken it was "in stock", when they took payment from my card it was "in stock" so how can it be first come first served? Now here's the good bit, I was told "dont worry sir you will see your phone today" despite telling me that there is no stock and I should see it later this week !!

Complete and utter shambles.

At what point do we claim our money back? This has got to be illegal?

Re: Still Not Received My S21Ultra

Whittall1 — Mon, 22 Feb 2021 10:40:12 GMT

Have you got access to their script?!

Re: Re: Still Not Received My S21Ultra

lemontop — Mon, 22 Feb 2021 10:53:04 GMT

Feel your pain. My direct debit first payment is the 28th February. I may not even have my phone by then.

Re: Still Not Received My S21Ultra

Members_bJDzWhr — Mon, 22 Feb 2021 11:45:05 GMT

I am in similar position , ordered S21 256 gb Ultra Black (IN STOCK!!) 2nd Feb Slected 22nd Feb as day of delivery .Order tracker been showing as order placed since that day. Contacted them last week through live chat and was advised order was on track for delivery on 22nd and usually did not update until day before dispatch. Now at home (After booking day off) waiting for a parcel that has not been confirmed as actually being delivered today!! Absolutley no correspondence from Samsung to date highlighting any delay to my order . Emailed SHOP to receive automated 10 day expected response estimated "Please use Live chat for urgent issue" Online chat cannot help with SHOP or cancellation of order enquiries they clearly only act as trappers to lure others into this inescapable take your money loop. Some correspondence would be nice Samsung! What is happing with my order ?

Re: Still Not Received My S21Ultra

Members_bJDzWhr — Mon, 22 Feb 2021 11:49:03 GMT

At least you appear to have been able to speak to someone!! I have been holding for two hours to get in contact with SHOP . SHocking service SAMSUNG. Clearly Illegal to sell good as being in stock with a confirmed shipping date when they are not. This is entrapment!.

Re: Still Not Received My S21Ultra

Whittall1 — Mon, 22 Feb 2021 11:52:14 GMT

Your pattern of events is almost identical to my ongoing experience.

Only difference is I havent booked a day off!

Seriously though its almost impossible to have communication with them.

Also I know how this sounds and I do sympathise but when you call the "help" line you get put through to an advisor that struggles to understand and on top of that the line quality is so poor that its difficult to hear them. I had to speak to Apple about my sons phone and it went as smooth as can be expected so dont tell me its about Covid etc. Poorly managed and almost impossible to contact.

I really love Samsung products but my god they will certainly lose customers !

Re: Still Not Received My S21Ultra

Whittall1 — Mon, 22 Feb 2021 11:54:29 GMT

To be fair I usually get through within 10 minutes and trust me I have phoned them at least 20 times over the past week. However none of the information they have given me in each of those calls has been accurate. It reall is farcical.

Re: Still Not Received My S21Ultra

lemontop — Mon, 22 Feb 2021 12:39:07 GMT

At last. Preparing dispatch.

Re: Re: Still Not Received My S21Ultra

Whittall1 — Mon, 22 Feb 2021 12:58:40 GMT

Me too!!

Re: Still Not Received My S21Ultra

Whittall1 — Mon, 22 Feb 2021 14:41:05 GMT

Re: Still Not Received My S21Ultra

Snapper99 — Mon, 22 Feb 2021 14:50:15 GMT

Kind of yes, I bought a S21 Ultra 512GB in phantom black along with the smart view clear cover with s-pen as part of the pre-order. Delivery went well with it arriving on the 28th, I registered it on the 'my devices' part of the site, put it in the protective cover/case and used it for 3 days (great phone btw).

Now, after three days use I found that the cover had scratched the screen down one side (the cover is defiantly not very protective!) so I ended up ringing Samsung Shop on the 31st Jan for advice and discussed the matter with the representative who told me to send it back for replacement with a turn around of 3 to 5 days and she also arranged for it to be collected and set the request priority as 'urgent'

Phone was picked up on the 2nd Feb 2021, i tracked the parcel all the way back to the warehouse via DPD. I have the delivery receipt (had to go find that myself online) and with correspondence from Samsung that was the last I saw or heard of it.

Not having heard anything for 2 days (not even a we got it and are looking at it type email) I looked on my account to see if anything was there, nothing the device had been de-registered and wasn't showing at all.

Tried contacting through the live chat, waste of time that was... It just defaulted me to the sale page and tried to sell me a phone!

Next step was to ring, got through eventually (very poor line) only to be told they hadn't received it back, that led to an interesting conversation and me sending screen shots of the delivery receipt etc before they acknowledged by email that yes it was there and requested 3 to 5 days to sort it out. Also they set the first request 'solved' and gave this request a priority of low.

Next correspondence was to inform me that the phone was now out of stock... Would I like another colour? Err no! I ordered the black one, because I wanted a black one drr... Informed that I would be sent one when they are back in stock, replacements are classed as a priority over new sales and would be kept informed. Oh they also set the request to solved and priority low

Now, as a remote means of monitoring stock, I signed up to the stock alert system for that particular Phone model and finish.... To date I have received at least 4 stock back in alerts yet when checking (within minuets or receiving the alert) it shows.... OUT OF STOCK, but you can have a silver one or one of the other magic colours if you so wish....

So we are now 22 days and counting from the first contact... Not a happy bunny so to speak and patience rapidly running out...

And yes, I do get the covid WFH thing etc, been doing the same since it all kicked off last year apart from the days when I have had to go in, it was weird being the only driver on the M4 at times!