Harassment by Samsung Ireland - Order Cancellation of S25 Ultra

[traceosneh]

Hi Team

I had placed an order for S25 Ultra on Friday 24 January, 2025.

Later on I requested cancellation of my order to Samsung Ireland. They advised me to refuse the package during delivery (refuse to accept the delivery from courier company). 

So as per advice I refused the delivery on 31.01.2025 (screenshot attached). Since then I have been continuously following up Samsung Ireland for refund, every time I get same answer that they will process cancellation and refund once they receive the package from courier company.

It has been almost 2 weeks now, I am wondering I have not even received the item and if I refused the delivery why it is taking so long to refund.

The way things are handled is nothing but harassment of customer.

Kindly help me.

Regards

Trace

[Piper123]

Harressment?

Really?

I understand why but the harressment at the moment is coming from you.

Process:

Delivery refused
Courier returns to depot
Depot send it back
Samsung have to book it in
Device checked on return
Refund approved

Takes about 14 days or so once refund approved.

Remember, Samsung right now are focused on the million plus orders going out. Not on cancelled orders.

[traceosneh]

I would be more than happy even if Samsung provides me any insights like that rather than giving black box answers. I was told to refuse delivery, not by choice or change of my mind; since they were not able to do timely and there is no option on website to cancel order.

Dealing with Samsung from past 6 years, same customer support experience throughout whether soundbar, tv or phones.

[Piper123]

On the mainland, there was an option to cancel orders this time up to the point it was "Preparing Dispatch". I recall.

Remember you chose to cancel during what is one of the biggest launches of the year so things are just a little bit busy right now.

Not disputing your right to cancel.. But your local courier company may not even have returned your parcel yet....

[AntS]

Hi  @traceosneh,

I’ve edited out some of the personally identifiable info from your post as it’s best not to share it publicly.

Based on my own experience of the UK Shop then Piper123 has it right in terms of the returns/delivery refused process. If the Ireland Shop works the same way behind the scenes as the UK one then it can indeed take a bit of time for a returned/refused delivery item to be returned from the courier and fully processed -- up to 14 days for the UK Shop. I wouldn’t class it as “harassment”, but I appreciate that it can cause some angst if you’re a customer going through that and not knowing what's going on.

You're still within that processing period, so there's not much we can do from here at the moment. Can you let us know how it goes? Hope it gets sorted for you!