Refund Struggles with Samsung & DPD: What I Learned (and What You Should Know)

[Members_T8nicDU]

Hi everyone,

I wanted to share my recent experience with Samsung Shop UK and DPD, in case it helps someone else going through a similar situation.

On January 30, 2025, I placed a preorder for the Galaxy S25 Ultra (Order #UK250130-67432602). The next day, I found a better deal on the Samsung Shop app and cancelled the first order online and over the phone, then placed a new one (Order #UK250131-67607177).

Despite the cancellation confirmation over the phone, Samsung still dispatched the cancelled order. On February 1st, the DPD courier arrived with both orders at the same time. I only provided the PIN for the valid order, collected that phone, and refused the cancelled order. The DPD driver acknowledged it and said it would be returned to the depot.

Unfortunately, DPD wrongly marked both items as delivered, using the same delivery photo for both packages, and Samsung charged me for both. What followed was over two months of escalations, endless calls, emails, and no clear accountability from either Samsung or DPD.

Eventually, I had to escalate the issue all the way to Samsung’s CEO team to get my refund processed. While I’m relieved it’s finally resolved, the experience left me feeling exhausted, anxious, and frankly disillusioned with a brand I’ve trusted for years.

If you’re in a similar situation:

• Keep all communication records.

•Refuse the package at the door if you’ve cancelled the order (don’t provide the PIN) or ideally take delivery of the package and return it back to Samsung yourselves.

•Escalate early—standard support took me nowhere.

•If needed, contact SamsungUK on Twitter or email the CEO team via their website.

I hope no one else has to go through what I did just to get a refund for something they never even accepted. Samsung makes great products, but this experience with their order and support process has truly made me reconsider my loyalty to the brand.

Best of luck to anyone dealing with this—I see you, and I know how draining it is.

Gowri

[Red_Cross]

Hi Gowri,

Thank you for sharing this, and I'm sorry to hear you had to go through this.

I am currently in a somewhat similar situation, and their customer team have refused to process a return and refund an item I purchased.

What happened in my case was that I ordered a vacuum cleaner and an accessory during Christmas, and this was something I was sending to someone in a different country as a gift. Unfortunately, they only delivered the vacuum cleaner but marked both deliveries as completed. I contacted Samsung that same day and informed them of this. I also mentioned it to them that I would have to return the delivered item if the accessory is not delivered at a suitable time (before my travel date). Customers service said they had to investigate this and get back to me. I again contacted them after 4 or 5 days later to return the delivered item for a refund as they had still not gotten back to me. The customer service said I should be a little bit patient as he was going to escalate this. After a few more days (still within the cooling off period), I contacted them again and insisted I wanted to return this item, but again, they gave me the same response - we'll escalate it and get back to you ASAP. Fast forward, they gave me a refund of the undelivered accessory, but they did not say anything about the one I asked to return. When I contacted them again, they said it's past the cooling off period, and returning it was not possible.
I exchanged several emails with them, explaining and including ref numbers of my conversations with their team where I made requests to return within the cooling off period. It's been over 2 months now, and they've still refused to facilitate/process a return.
Finally, I contacted my back, and they credited my account pending investigation. Samsung rejected the first claim by my bank, so the bank requested more evidence from me. The unfortunate part is that I only ref numbers for this and no other evidence. I sent the email trail to them to see if that helps.

@ Gowri I would appreciate it if you could provide me with a way to contact the Samsung CEO. I might need to contact them if my bank doesn't succeed.

The hoover has not been opened, and I don't need it as I already use their Jet AI hoover.

Thank you

[BandOfBrothers]

Thank you for sharing your recent shopping experience with Samsung @Members_T8nicDU 

I've only had one hiccup which is where I sent back the phone and some discounted accessories.

I took Photo's of all the items in the package and sent it Special Delivery. 

Samsung Returns put a hold on the refund of the phone as they said the discounted accessories hadn't been returned with the phone. 

I showed all my photographic evidence and also escalated this to higher level CEO Team. 

I must admit it was a stressful time awaiting a resolution which did end up me receiving the refund for the phone ,and the money I did pay for the discounted accessories. 

It appears they had unpacked the parcel and mislaid the case. 

I even offered to pay the discount I had been given on the case to get the £1,000+ back for the phone. 

All the other deliveries I've had since have been seamless. 

[Tourbillon De La Vie]

Thanks for sharing. Glad you managed resolve it successfully