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Original topic:

Order delay and poor customer service

(Topic created on: 03-10-2023 03:02 PM)
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Members_JpdiamV
First Poster
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I ordered a Fridge / a Washing machine on the 22nd of Sep for delivery on 29th as we are moving into a new property on the 28th. 

 

After we moved, at around 10pm before the delivery date, I received an email that there has been a delay due to technical issue and delivery will be by 8th Oct and offered a discount code of 25 pound for the next purchase. 

 

There is no fridge and washing machine there, and we have a baby who needs fresh milks every day. 

Milk was going away quick in a day and we have been getting worried if baby would get sick. 

Contacted CS so many times, and one person kept saying she could not hear whenever I complained, (I am using a Samsung Fold 5!!) and online chat advisor was saying s/he feels the same way and could help but then asked for a review and went away! How professional and what a good CS team.  

 

The earliest date for delivery was 2nd Oct but have been continuously delayed, and it is so annoying that they just delayed and notified right before the delivery date and CS does not provide any further details. And 25 GBP discount code is even less than delivery cost, and nothing when you spend 2K worth. 

 

Is anyone going through the same?? 

 

 

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5 REPLIES 5
Piper123
Black Belt 
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I'm afraid Samsung have form for this, it happens quite a bit.

Basically they sell more stock than that have from time to time and then delay orders. Calling CS is extremely painful (Philippines staff reading from scripts and don't understand the issues).

Personally if they are now saying the 8th, I would see if you could order elsewhere and cancel your Sammy order but also appreciate you may not have the funds to do so given Sammy take payment at the time of order.

The Moderators on here won't be able to resolve the issue either sadly. It really isn't acceptable but Sammy don't really care.
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Romedial
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I'm having much the same problem (although thankfully not as critical as yours). And scouting about on these threads and elsewhere, it seems Sumsung is suffering a fairly major crisis in terms of its supply chain systems at the moment. A great many people are complaining - the Samsung UK Twitter account is awash. But the company's response has been tragic.

The communication around it is fundamentally unacceptable. I've been literally lied to twice by webchat CS people, and misinformed by CS people on the phone. No emails until just now, telling me that it will be at least another two weeks before anything is delivered. And now, of course, I have absolutely no faith in that information at all.

Genuinely wish I'd just gone to a shop and bought it there, but I've read so many horror stories from people trying to get refunds on the back of long delays that it seems like that would just be another risk.

It's so disappointing. I haven't bought direct from Samsung before. I thought they were better.

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Ab_1234
Explorer
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The absolute worst customer service. Two weeks waiting for the fold5. Ordered 22nd of September. Tracker is still showing processing and the delivery date is still fixed to the 28th of September. No confidence in the CS staff Ive spoken with. No one knows what's going on or can give a clear understanding of what to expect. Very happy to take £1749 off someone but won't offer decent support. 

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Members_JpdiamV
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The funny thing is that Samsung lowered the price by offering 20% off for two item purchases. I received 15% off but how they can just lower the price for the same items, which would just worsen the situation. It was supposed to be delivered today but not yet still. 

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Abeer29
First Poster
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Same. I ordered on the 22nd and was expecting it on the 7th of October
Its now the 13th. My existing phone is teetering on the brink of crashing. Its a fold 3. No proper service for a customer that just spent nearly 1800 pounds. Disgusting!