topic Re: Samsung delivery lost by DPD. Ombudsman Complaint in Samsung Shop

Samsung delivery lost by DPD. Ombudsman Complaint

Henry248 — Fri, 09 Feb 2024 14:54:17 GMT

Hi,

Could someone direct me on how to file for a formal complaint to Ombudsman for a Samsung issue.

Dpd lost a package from Samsung (watch 6 pro gift) and told me to speak to Samsung. I did exactly that and they opened a ticket. Been over a week and no response, apart from an email today saying my order has been fully "delivered now". Tried speaking to support again for 2hrs only to be told a ticket is open and nothing to do. Asked multiple times to file for a complaint and was refused, denied or ignored.

Feel lost as a consumer and somewhat hopeless. No way for me to complain anywhere so coming to here to seek guidance.

Thanks,

Re: Samsung delivery lost by DPD. Ombudsman Complaint

BandOfBrothers — Fri, 09 Feb 2024 15:04:17 GMT

Hi @Henry248

I'm sorry to hear this has happened.

It is reasonable for Samsung to need to investigate with the courier dpd to what's happened with the parcel.

These are expensive items after all.

That said investigations should have as little impact on you as possible.

The Communications Ombudsman can't help with this.

Trading Standard's would ask you to let Samsung and dpd carry out the required investigations.

Citizens Advice would be able to advise further what your avenues are.

You could speak with Samsung again and ask for this to be escalated.

You can also send a private message to SAM_UK via the Private message on the Community Forum.

Ultimately you could also speak with the card issuer or however you paid body to look at what they can do to help.

If I can be of any further help then please don't hesitate to ask. 😎

Re: Samsung delivery lost by DPD. Ombudsman Complaint

Reylob — Fri, 09 Feb 2024 17:00:01 GMT

I am very sorry for you.

Did you get written confirmation from DPD saying that they lost the package? If not you should try to get some sort of written communication, email or letter. It is always good to have things in black and white that you can show as proof.

Re: Samsung delivery lost by DPD. Ombudsman Complaint

Rajsahab — Fri, 09 Feb 2024 17:08:00 GMT

Did you ask samscum where did they deliver?

Re: Samsung delivery lost by DPD. Ombudsman Complaint

Henry248 — Fri, 09 Feb 2024 17:24:41 GMT

I have proof of no delivery from DPD themselves on the app so it is fine. Clearly legally Samsung are in the wrong, it is just a grey area of how long can they take to "investigate". I am more frustrated that there is no direct complaints team in Samsung that I can be in touch with to escalate this as it is ridiculous to get no feedback or confirmation of ticket being open for over a week.

Re: Samsung delivery lost by DPD. Ombudsman Complaint

BandOfBrothers — Tue, 18 Mar 2025 16:27:31 GMT

Totally understand and appreciate your concern @Henry248

Your direct contact is with the Samsung Online Shop Team I would think.

Samsung Online Shop Team.
https://www.samsung.com/uk/shop-faq/

e : support@samsunguk.zendesk.com

Re: Samsung delivery lost by DPD. Ombudsman Complaint

Henry248 — Fri, 09 Feb 2024 17:28:41 GMT

That is the exact team I spoke with for 2 hours to be directed in circles until I gave up! I will probably speak to my card company and get this disputed if I do not hear back for another week.

Re: Samsung delivery lost by DPD. Ombudsman Complaint

Piper123 — Fri, 09 Feb 2024 17:55:53 GMT

What ombudsman? There is no ombudsman for missing mobile phones.

If your device is lost in transit, your contract is with either Samsung or whether you bought your device from and it is their responsibility to sort it.

(Don't let rubbish Samsung Customer Service tell you to call DPD, by law they are the supplier not DPD).

Re: Samsung delivery lost by DPD. Ombudsman Complaint

GreaterGalaxyUK — Fri, 09 Feb 2024 17:59:32 GMT

If it is any help, when an Amazon delivery driver stole my earbuds, it was Amazon who gave me a refund. The driver was not an official Amazon driver, just a contractor.

Re: Samsung delivery lost by DPD. Ombudsman Complaint

Star_girl — Sat, 10 Feb 2024 11:49:50 GMT

When I received my phone the DPD service sent me an email that the driver is 30 minutes away and how many deliveries they are away from me and I was waiting for them to arrive. After approx 40 minutes I got an email and a message on my phone that the driver missed me because I was not home and left my parcel at the collection store. If they ever were around where I live there was no attempt on their side to call me or text me to come down and collect my parcel. There was no way for me to contact the driver and tell them that I was home, because they don't give any contact number or chat box, unlike any other service. They have a contact number on the site of the store website where i ordered my phone from, but obviously you have to log in into your account and search for that number, and that is not practical after the driver already left with my parcel. I tried to contact the shop where I bought my phone from to complain but all I managed to do was send them a reply email, because I also got an email from them that the driver missed me. I know the delivery driver has a busy schedule that they have to accomplish and that they can't be off schedule. However, there if they could send me a message that they were 30 minutes away I think they could've sent me a message that they arrived they I could've confirm whether i was home or not. Idk what I was expected to do. I think this was just lack of communication and poor service on DPD side. They just assumed I wasn't home, based on what idk, and they dropped my parcel at the collection store. Some people don't order home delivery just for comfort, maybe they just can't make it to the shop and besides is a paid service.

Re: Re: Samsung delivery lost by DPD. Ombudsman Complaint

Star_girl — Sat, 10 Feb 2024 11:41:58 GMT

This is the reason why deliveries should be tracked. Amazon is a bit overdoing it sometimes, but with expensive deliveries it's a good service. Also everything valuable should be delivered with signature or password like Amazon and Royal Mail does. So this way you can feel safe that your parcel is not delivered to someone else or stolen. This is a service that all delivery companies should use.

Re: Re: Re: Samsung delivery lost by DPD. Ombudsman Complaint

Piper123 — Sat, 10 Feb 2024 11:50:18 GMT

Samsung deliveries via DPD are tracked and on delivery a pin number, supplied by Samsung to the buyer, needs to be given to the driver before the parcel is handed over.

This is designed to stop deliveries to the wrong address.

Re: Samsung delivery lost by DPD. Ombudsman Complaint

Reylob — Sat, 10 Feb 2024 11:54:50 GMT

@Henry248

Please update us, if there is any development on this .

Re: Samsung delivery lost by DPD. Ombudsman Complaint

Hubris — Sat, 10 Feb 2024 23:23:00 GMT

Under the Consumer Rights Act, you can ask the seller to deliver the item again if the item wasn’t delivered either: By an agreed date and within a reasonable time - usually within 30 Days.
Citizens advice have good templates to use
Citizens advice have goe

Re: Samsung delivery lost by DPD. Ombudsman Complaint

Henry248 — Wed, 28 Feb 2024 10:53:43 GMT

UPDATE:

It has been nearly a month now. Received initially an email saying refund will be credited within 3-5days. Waited a week, no refund and noone could tell me what the amount was.

Another week later, received an email saying will be redelivered. Called them up again, was told instead that the refund amount would be 107GBP. Waited another week, no refund or redelivery.

Called again and am currently being told redelivery was attempted yesterday (obviously noone has any clue what is going on as DPD always notifies me of packages and they did not)

Have written several complaints to Samsung via their direct channels over email and twitter. No actual response at all and has been 2weeks. No acknowledgement either...

Contacted CC company and they cannot chargeback section 75 claim as the item is 0.00GBP in the invoice.

Seems like all hope is lost and I will never ever place any order with Samsung ever again.

Serious breach of consumer rights and definitely borderline illegal what Samsung is doing. Thinking of hiring a lawyer just out of principle for how unserious and a joke this company is. Don't even want the watch anymore, just want Samsung to suffer for this disgrace of customer services.

Re: Samsung delivery lost by DPD. Ombudsman Complaint

JustSpiderbro — Mon, 04 Mar 2024 00:16:39 GMT

Current facing a similar issue with Samsung refusing to investigate a returned item that was lost by DPD.

Still haven't received a refund from Samsung even after sending them evidence from DPD that my parcel was collected at my doorstep and then mislabelled by the driver.

From a legal perspective, when I handed the package over to the driver it was at that point I 'returned' the item and the fact that DPD then lost my parcel is not my problem. Samsung need to refund me and then chase DPD for any losses incurred.

Luckily I was able to contact my credit card company and they refunded me.

Re: Samsung delivery lost by DPD. Ombudsman Complaint

M_K89 — Mon, 08 Apr 2024 13:50:31 GMT

Has this been resolved now?

I'm having a similar issue, where DPD has failed to deliver my Samsung laptop. DPD have 'lost' my parcel after failing to deliver it on 3 separate occasions. DPD advised me to get on to Samsung to start an investigation. So I did that and they advised it would take up to 6 working days. 7 working days later, I get in touch and Samsung support tell me they are awaiting the results from DPD, so I decide to contact DPD and they tell me the investigation was complete and the results had been passed onto Samsung literally the day after the investigation was started! DPD couldn't tell me the exact results of the investigation as Samsung are the account holders but after some probing they said that they had lost the parcel and that I should get back in touch with Samsung to request a refund or for another laptop to get sent out. So I got back in touch with Samsung support and the best they could come up with for sitting on the DPD investigation report was "Our dedicated team want to go through a thorough investigation'. No timeline, no communication outside of me having to take time out of my day to jump through the same live chat hoops and they won't give me a contact email for this 'dedicated team'. utterly abysmal customer service.

Re: Samsung delivery lost by DPD. Ombudsman Complaint

Don1959 — Wed, 03 Jul 2024 12:04:43 GMT

I have sent proof, of phone usage, and blacklist of phone spent 3 days of work, feels like 3 days on phone to dedicated team no help