Ordered Galaxy S24+ from Samsung UK stolen by DPD

[Greg600]

On July 8th I placed an order for new Galaxy S24+ onyx black 512 GB here in UK.
The parcel got to me the following day, delivered by DPD company.
After opening the package there was no phone inside, instead was some cheap wireless charger and some large battery. After looking closer, you could see that the packaging was cut and then taped back together, so someone cut it, stole the phone, and put those other cheap thing to make the weight similar to as there would be phone inside.
I reported that immediately through the website. As I found no help, I also called Samsung uk line, and made a complain. Also after no help or whatsoever, I send a complain to CEO Samsung UK. After few days, finally got an answer, that they need 72 working hours to investigate that. Now after another 5 days, still no answer.
I thing Samsung now is trying to get rid of me, as everytime I speak or write with someone, they say they will let me know 24-48 hours and nothing happens. I just want to get, what I ordered, and it is not my problem, that someone stole the package, I want to receive the phone I ordered.
And now they even don't answer for emails.

[Robin999]

Hi,

Did you use a credit card to make the purchase or maybe take out finance. If so, then both options offer you some degree of protection. If you don't get any resolution from Samsung or DPD, then consider approaching either your credit card company or your finance company and ask them to intervene. Good luck.

[Davidwheaty]

I use to do deliveries for DPD, the parcel will have been photographed at several different times during its journey as the conveyor systems they use at the depots and sorting hubs all take pictures of items as they're scanned, highly recommend you also contact DPD with this knowledge and request images/weight information throughout it's journey, it's unlikely to have been touched prior to going out on the delivery guys van as they have super tight security within the depots/hubs, if the image of the parcel at your door is different to the image when it was last scanned at the depot then you will know it's the driver that's stolen the device, as will DPD/Samsung so they can issue a replacement.

[Greg600]

They put some cheap wireless charger and some large battery, so the weight of the package would be the same

[Greg600]

I used visa debit. I know its easier to get your money back with credit card, but will give it a try.

[Robin999]

Yes, you can try the chargeback method even if you used a debit card. Hopefully, you won't need to, and Samsung will offer you a quick resolution. Good luck.

[Greg600]

Thank you very much!

[TechZilla]

I doubt the weight would be exactly the same. Normally the package arrives in a sealed grey bag and inside the bag is a sealed box that would need to be opened by ripping the long tab across the front. Was it only the bag that was cut? What about the box?

[Davidwheaty]

Correct it's unlikely to be exactly the same weight, is it obvious from the proof of delivery photo that it's been opened and retaped?

[chrismattamy]

If this is genuinely theft, you should report it to the police. It will help with any claim