I had initially made an preorder for Samsung S25 Ultra and found a better deal in the Samsung shop app. So I cancelled my first order and placed the new order in the app. Samsung did not send me a cancelled order mail. I had called them to cancel the order multiple times over the phone. They said the first order is cancelled and will not be delivered. However, I received a mail mentioning DPD is going to deliver 2 S25 Ultra to my house. I rescheduled the delivery for first order with DPD to a later date so that I do not receive the cancelled order. However, the DPD courier buy turned with 2 phones to my door step. I gave pin of the order I wanted and collected. I did not give pin for the other order. The delivery person mentioned he is got note to return the first order back to depot. However, he is marked in the system that I provided the pin and taken 2 phones.
Currently I am charged for 2 phones, however, I have made all my effort to stop Samsung from sending me the cancelled order and asked DPD not to deliver by changing the delivery date and also did not provide a pin.
I am told that they do not have the actual details of the pin provided and also the same pic was used for 2 parcel collection. Yet I an not provided my refund.
Samsung customer gave me a enquiry number. They are enquiring with the DPD for the last month. Although the commitment for resolution for a ticket is 6 working days, I am waiting from 1 Feb with a closed ticket and ongoing ticket for same issue.
I will really appreciate if I can escalate this further. Please let me know whom to contact to take this forward.
