Galaxy S23 Ultra.
I placed an order (and paid in full) for S23 Ultra on 1st March, and selected the (paid-for) 'next day delivery' option.
I compromised on the colour, as the graphite was listed as in stock, but the black was not.
On 2nd March, I received a notification that the delivery was delayed by 2 weeks by the courier.
I telephoned CustomerServices the same day - 2nd March (ref. 2******) to explain that this was not acceptable. I was assured that the matter would be escalated (delivery expedited) as high priority, and that somebody would contact me within 24-48hrs. I was also told that the delay was related to stock allocation, and not inflicted by the courier. 30 minutes after this call, I received another email reaffirming the 2 week delay. No resolution or information.
I telephoned CustomerServices again on 3rd March, to follow-up and hopefully get a firm delivery date. I was again told to allow 24-48hrs, and that someone would contact me. Nobody contacted me following this call. No resolution or information.
I telephoned CustomerServices again on 6th March (ref. 2******), and explained the whole sutuation again. I also gave details of legal requirements (DSR) and expected business etiquette. I also explained my next-step intentions. The agent requested that I give him 24-48hrs to look into it, and that he definitely would contact me. I did receive an email, informing me that a fixed delivery date could not be given, and that it should be despatched by the end of the month. I was assured that the complaint had be lodged, but considering how CustomerServices have strung me along since paying for the order, thought it prudent to raise my complaint through other avenues (this forum being the first). No resolution or information.
I contacted Apple and made enquiries about the iPhone 14 Pro Max. It is in stock, and can be delivered the next day, or picked up at the local outlet on the same day! How this level of business should be!
I required a new phone as a matter of urgency. The next day delivery availability was the deciding factor to my ordering through Samsung.
Samsung were dishonest to acquire orders.
False advertising (stock and delivery).
According to the DSR regulations, if I do not receive the goods within 30days of Samsung having taken payment, this becomes a criminal matter. To my mind, Samsung are already in breach of contract. I have not agreed to these delays, and have expressly detailed my requirements (which Samsung advertised but could not deliver).
Could someone in authority at Samsung please contact me via email regarding this appalling service (and apparent ignorance to customers). As for the order, I am currently weighing the pros and cons between the two devices, but am leaning towards cancelling the order and buying an iPhone (which I could be using the next day). Ultimately, my need outweighs what I want, and I really wanted the Samsung.
** Please bring this thread to the attention of someone in authority, as CustomerServices seem unable to put this right. Brands/reputation previously mattered, but seems not so much today?
To add... Having read a number of online reviews, posted by other Samsung customers, I now know that this 2 week (repeated) extension is common practice for Samsung. I am currently compiling a list of reviews and sources to raise this complaint with trading standards. It is not acceptable.
Deliver what you advertise!
