Terrible Online Customer Service

[kookyspooky]

I purchase a Samsung phone online, spent a lot of money, I did it since the phone (S24 Series) seem pretty promising and Samsung would deliver it in couple of days because I opted for a rush 2-day deliver instead of the free delivery that would have arrived in about 3-4 days. But in the last minute on the day that it was suppose to arrive I get an email saying that my phone delivery will be delayed, but it reassured me on the email that it's "On the way!". No, it should've been on my hands NOW! If it's delayed then Samsung should refund me for what I paid for the ***** rush delivery because they are giving me the "free delivery" service. I needed this phone to be rushed so I can change my provider with a new phone and that window has closed. 
So, I wanted to complaint to Samsung about this sudden change of events, I went to their website to look for a contact email address or section where I can directly send my grievous about this issue. However, even though their a link in their website to write & send them an email, it never took me to it. Instead it put on a runaround, an endless loop going from signing in, selecting email on their contact page, back to signing in after selecting "Email". And that's all it does, going from contact, to email and back to sign in to do it all over again. It's like wash, rinse, repeat, but forever since it never take you to the page where you can write an email to them. This has to be totally by design to make it hard to complaint or get information or maybe return the phone you purchase.
But I know a con when I see one. I couldn't email to complaint to Samsung on their stupid, unfriendly website about not delivering my item in the time frame they promised and I want a refund for paying extra for that! I'm getting the same delivering service if I selected "free delivery". Why should I pay for something that did not fulfilled what they were suppose to do? 
Once I realized that there was no way I was going to send an email to Samsung on their stupid website, I search the internet to see if there was a direct email address so I can use to email to Samsung, but there was none. So, I was left to write to the Better Business Bureau because Samsung website is a complete fraud and they think they can charge their customers extra for rush delivery only to delayed because of their incompetent.
If Samsung want to stay competitive, they should first stop giving their customers the runaround on their website and fulfill their promises especially when it come with delivering on f-ing time.
Right now I strongly considering sending this phone back once I get it (who really know when that will be), and look into buying an Apple Iphone or something other than Samsung.

[Tourbillon De La Vie]

Pick up the phone and call too 

[BackslashMedia]

Have you tried calling them?

[keith30]

If you called them you'll probably get the run around on that too😂 totally shocking of a service they run.

[Piper123]

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

Sorry to hear of your issues.

Sending an email would have gone into a queue. Given the time of year it may be several days or more before it got read.

Why didn't you phone Samsung? Immediate same day response......

[BandOfBrothers]

Hello @kookyspooky and may I extend a Warm Welcome to the Samsung Community Forum Section for Uk and Eu Members 👋 

I'm disheartened to hear of the issues your currently experiencing with your phone delivery. 😔

As you mentioned " Better Business Bureau " i assume your in the U.S ,so may I respectfully suggest that it would be beneficial to submit your post also in the U.S Section of the forum to recieve a more appropriate detailed response. 

You say "  I needed this phone to be rushed so I can change my provider with a new phone and that window has closed. " 

I'm in the UK so not 100% sure how this is in the UKS, but all phone's supplied either by a Network ,or Samsung directly are fully unlocked to all Networks. 

So any sim card can be used in them. Was your original phone then locked to your current network ?

I agree that you should recieve back the premium cost to pay for a fast delivery, which I would think Samsung would only do when the phone has been delivered.

In the UK we phone Samsung Customer Services if something has gone wrong with a phone if being delivered by them directly, as we have a dedicated department for samsung deliveries to contact.

I do hope you get your phone ASAP and that Samsung Customer Services return the funds flr the delivery. 

I wish you all the best. 😎 

[kookyspooky]

I would, but the I don't think they will pick up on the holiday.
I'm still seeing that it's suppose to arrive tomorrow evening. Why in the evening is funny since the delivery was delayed even though I paid for the rush delivery. They should at least have it delivery in the morning. I know UPS does deliver during daylight hours.

[kookyspooky]

If I get another deliver delay, I will call them and give them a mouthful.

[kookyspooky]

Will see tomorrow if my phone delivery is still delayed.

[kookyspooky]

No joke! I heard they are notorious with that.