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Order Cancelled due to being a 'Risk' - Never Again Samsung!

(Topic created on: 15-02-2022 11:10 PM)
2705 Views
BadCustomerSupport
Apprentice
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I have pre ordered an S22 Ultra multiple times now, using Curve, Samsung+ and my regular Amex card. Every which one of these orders after an hour or so I receive an email stating my order has been cancelled.

"Please contact customer support. "

After contacting support I get this response:

BadCustomerSupport_0-1644966399449.png

I then contacted seuk.casemgt@samsung.com - big surprise, no response 5 days later!

Customer Services absolutely dodging the question, repeating cliché answers and not giving any sort of real help. Just sending you in circles with the classic feeling of it's not their problem. You are a Risk. You broke our terms of service. What Risk? What do you want me to do to be able to order the phone?

Honestly this is probably one of the worst buying experiences I've ever had with a phone. The lack of information and dismissal by customer support is shocking and infuriating.

I previously bought a 13 Pro Max, absolutely no problem and Apple was always helpful with any exchanges or refunds. 

Good luck to anyone else with this problem. 

 

23 REPLIES 23
BadCustomerSupport
Apprentice
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No, I tried only using my home internet and no VPN.

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Madhan1988
First Poster
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I order TV yesterday, with no further explanation they have cancelled my order today. When contacted customer care via chat window - they have sent me the same text ...! Fuuny, I ordered an Ipad pro a few months back using the same card and address - everything was so smooth. 

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Lexx790
Apprentice
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Did you use Top Cashback or another cashback site? I had the same problem, then tried again without the cashback and it went through. Either way, Samsung needs to work on its wording.. Accusing its customers of being a risk is a bad move. 

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CarlH
Moderator
Moderator
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Hey @Madhan1988, sorry to hear about this. It would be best to contact the Online Shop Team on 03307267467 for further assistance with your order. 

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Carrie7869
First Poster
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I ordered a Samsung TV last Friday and received an email on Monday saying my order has been cancelled and to contact Customer Services.  I phoned straight away to be connected to someone who was very faint and her English wasn’t so good.  She said something to do with in-house security but she couldn’t elaborate and said I would receive an email.  I didn’t receive any email.  I then phoned again on Monday and the agent, again couldn’t give me any information saying he would send an email.  I never received an email.  Yesterday I went to the chat facility and explained what happened and he said that my order has been deemed too high risk?  I don’t even know what that means?  Can someone give me a direct phone number so I can speak to someone direct please.  I really need an explanation 

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ChrisM
SuperStar
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Hi @Carrie7869 

We're sad to hear of the issue you're having with your order. You would need to speak directly to our Online Shop Team regarding this. Their contact number is 03307267467, Mon-Sun | 8am to 10pm, or use our Live Chat and Video Call facility on the following link. Hope this helps!: https://www.samsung.com/uk/support/contact

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Carrie7869
First Poster
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Hi Chris.  I have phoned that number twice and they won’t give me any information.  I contacted Live Chat yesterday and they told me that I was high risk, whatever that means and they were closing my application.  I just want to buy a television.  My credit history is excellent and Klarna contacted me after my purchase to say they had received my application and they were going ahead with my credit.  Do you think that Samsung want me to pay the full price with my Visa Debit?  I can do that but I’m not sure if my purchase will be cancelled again.  I still haven’t received an email from Samsung to explain what has happened. The two agents told me I would receive an email?  I sent an email to the contact they told me but I haven’t received a reply?  I’m just confused really.  There is a long waiting time on the video call.  

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Carrie7869
First Poster
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This is my first time I have ever been in a community/forum so not sure what I’m actually doing lol. 

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AndrewL
Moderator
Moderator
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@Carrie7869: The Community forums are a great place to troubleshoot technical issues with other Samsung users, and to chat about all things Samsung with like minded people, but sadly it isn't possible to progress order related queries from this position. I do understand your frustration, as this is certainly not in line with the experience we want you to have when placing an order on our website, but I do encourage you to reach out to the Shop Team via the number above, as they are best placed to provide further information regarding your cancellation. 

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S22con
First Poster
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You're not missing out. S22 ultra is the worst phone Samsung have released. I've been a Samsung user since the s9. The s22 ultra is a beautiful brick and nothing more. 

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