topic Ongoing Order Issue – No Resolution or Support (Mobileshop & Samsung Store UK) in Samsung Shop

Ongoing Order Issue – No Resolution or Support (Mobileshop & Samsung Store UK)

Nab_boro — Sat, 12 Apr 2025 10:35:44 GMT

Hi everyone,

I'm reaching out to see if anyone else has experienced this kind of issue or can offer advice on how to get a resolution.

I placed an order via the Samsung UK Store (fulfilled by Mobileshop) on 31st March 2025. Since then, it has been nothing short of a nightmare. Here are the details:

After the order was placed, I was asked to provide my existing O2 account details, which I did. Then I was told to submit a form of ID, which I sent to id@mobileshop.com on 8th April.

I received confirmation on 10th April that my ID had been received and the order was being processed. However, on 12th April, I was told the email address was incorrect and that I had to resend the same ID to the same email address. When I questioned this contradiction, no one could give me a straight answer.

In total, I've made over 10 calls, asked for a manager on five occasions, and received no follow-up or escalation. To make matters worse, during one of my calls, when I mentioned I had recently lost a parent, I heard laughter in the background, which was incredibly hurtful and unprofessional.

I've been a loyal Samsung user since the Note 4, and this has been the worst customer experience I’ve ever had. I’ve now had to resend my ID again just to try and get the order moving.

If anyone from Samsung or Mobileshop is reading this, please help escalate my case. I’ve tried all the official channels, but I feel completely ignored and left in the dark.

Any help, advice, or visibility would be greatly appreciated.

Re: Ongoing Order Issue – No Resolution or Support (Mobileshop & Samsung Store..

johnz237 — Sat, 12 Apr 2025 10:52:18 GMT

Hi! Welcome to the Samsung Members community!

Sorry to hear this—if they've sent an email confirming it, I wouldn't worry. I would give it more time and resend, as you said.

As someone who has lost parents, I know that it's a sensitive topic. I don't understand telling a stranger over the phone; it seems uncomfortable and unnecessary..Im sure there was reason. I doubt it was at you—they probably couldn't even hear the conversation. But I am sorry for the distress you've faced.

Nobody at Samsung will see this beyond moderation; sometimes support from an admin. But this is a customer-to-customer forum.

Maybe try contacting shop.uk@email.support.samsung.com

And send a message to @Sam_UK on Samsung Members.

Re: Ongoing Order Issue – No Resolution or Support (Mobileshop & Samsung Store..

Piper123 — Sat, 12 Apr 2025 12:07:23 GMT

Hey there and welcome to the Samsung UK and EU Community Customer to Customer Forum

Sorry to hear of your issues.

As this is a customer to Customer Forum we are unable to access your account or data etc although you could try sending a DM to @Sam_UK to see if Moderators can offer any advice.

Sorry to hear about your loss. But please remember that the others "in the background" may not have been aware of your loss. That conversation may have been totally unconnected.

Re: Ongoing Order Issue – No Resolution or Support (Mobileshop & Samsung Store UK)

Members_Vfo1Bcj — Sun, 13 Apr 2025 13:31:19 GMT

The id@mobileshop.com email address has been failing since at least Mid-March (5.4.1 Recipient address rejected: Access denied) you will likely find a bounce back in your junk folder.

I raised a support ticket with Samsung Customer Care about it then. I've had 2 cancelled orders due to failed emails to me (Samsung Fault 1st time) and then a supplying them ID email fault in Feb - who knew trying to buy a phone was such hard work.

Same as you multiple calls, live chats etc trying to sort it out but to no avail. I have made a 3rd order and am phoning them hourly to chase up where to send the ID to.

Someone at Samsung/Mobile Shop needs to lose their job over this as I raised it as a critical ecommerce issue for customers and even reached out to a couple of directors on LinkedIn

If anyone has managed to get an ID through to buy a phone please let us know how