Bad experience buying Samsung Galaxy Z Fold 6 online

[Coolpanks]

Bad experience of buying from Samsung online website. I ordered on 16th August and expecting date was 06th September but still.havent received phone. Everytime when i chat with customer service they give different excuse.

1st time. They said due to online exclusive deal it is getting manufactured whereas i have just selected crafted black and 1Tb storage. I they haven't got in stock then they should have mentioned on website OUT OF STOCK but i have never seen written on website even now. Means loads of customer should be having same issue. Feels like a butcher shop where product is given to customer freshly to COOK & EAT.

2nd time. They said its in warehouse waiting for allocated time what does this mean my delivery date is already gone still no urgency in delivering the product.

3rd time. They are saying it will delivered "on or before 4th October" Can anyone believe this i have otdered on 16th august expectimg date was 6th september means now i have to wait for 2 months. Whats a point of getting new phone which was launched in july in U.K. and i am getting in October. Until now i was a big fan of samsung for last 15 years and was having a passion for samsung. My samsung galaxy note first edition which i pre ordered 15 yrs back came on time. But now things changed. 

Feel like such a big branded company is using my money. Instead i should have kept money in bank atleast i would have got some interest. Samsung dont even got own money to manufacture phone from there own money thats why borrowing money from customer and after receiving they start processing.

Or if there is any issue with phone then they should inform the customer. I am still waiting. If anyone who has ordered black crafted 1tb Samsung Galaxy Z Fold 6 has got same issue.

Such a big money paid for an expensive phone in the market and in return didn't even receive the phone yet just got stress and pain.

[Piper123]

Hey there and welcome to the Samsung UK Community Forum

First of all, please remove your order number from your post as this is personal and sensitive information on a public forum.

To answer your question is to explain how Samsung works. It is quirky and by no means popular amongst regular users here.

When you place an order, you're offered a delivery date. If the stock is in the 3rd Party warehouse and not allocated, you should get delivery on time.

If there is no available stock, but stock is in transit, the website will show as in stock. It will then go to the 3rd Party Warehouse who will then allocate stock for delivery based on order dates.

If there is no stock in transit, the website will show out of stock.

The device you've ordered (1tb version) will have a smaller production run than say the 256 or 512gb versions (is there a 256?). So it is more likely to have supply issues. The Fold has also not long been out so the early stock has been used for those early adopters.

None of this makes Samsung service great by any means but it is where it is currently and sadly for new release devices Samsung have a poor form book for taking payment at point of order instead of a couple of days before delivery.

[Coolpanks]

Hi - Thanx, for replying I am partly satisfied with your answer, but not completely. As you said, i have removed the order number. And ssmsung website about a delivery date they themselves  chosed the date there is no option of choosing by us. And now i feel like Fold6 might be with 3rd party that's why even customer service can't give the exact date anymore and i read somewhere that order has been ceased due to unsettlement of payment by samsung. But in all this why customers are supposed to suffer. Even if they (customer service) say the reason we would ready to accept it and can wait longer as I ❤️ samsung. But it doesn't mean that samsung take out money from our pocket and fill there bank instead i should have leave it in my bank and earned some interest for this period. Anyway thanx for your help and advice. It's a frustrating time until phone comes.

[Piper123]

I think to answer your comments needs you to understand the Samsung set up in the UK.

Samsung HQ run the websites.
Samsung manufacture (most) of their UK & EU mobile devices in Vietnam.
Samsung send the UK stock to their warehouse which is run by DPD.
Samsung take orders on their website and through 3rd parties such as Argos, John Lewis etc.
DPD have a feed from Samsung with orders.
DPD pick stock for delivery and delivery same.

DPD deliver many thousands of Samsung devices every week. Your story about the 3rd Party not being paid won't be true.

Fact remains that Samsung take orders, offer delivery dates but don't stick to them. Customer Service are about as useful as chocolate tea cups and customers like you end up being inconvenienced with delayed delivery. The bit about money being better off in your bank account than theirs is irrelevant. If you ordered tonight and it arrived tomorrow you wouldn't complain about the funds. You pay at the point of order and the goods get delivered. The only problem with that is that no one knows when 🤭🤭🤭

[Coolpanks]

Exactly, if fact is samsung, take order and offer a delivery date as you are saying now before it was said that we can choose the expected date . And Of course if money is paid by anyone will be frustrated because big money is not only paid for phone but for brand for service providing and for every other thing but jn return as you say no one knows when then it's really shameful for customer service as well because they are the front face for customers. Even they can just provide information but can't make process run fast for delayed customers or change the process.
Anyway, it's a frustrating time until the phone arrives. Because I am eagerly waiting for the phone if it wouldn't have on time, then I wouldn't have gone through stress and pain, which I am having it, (feel like i have invested money in gambling where I don't know when it's going to come until that time stay in pain)