I had the same or similar issue.
I even offer myself to work for them, if they need help or something at any of their departments.
There seems to be a semi automated AI that answers these emails when complaining.
They follow same patterns of wording and sentencing without any sense.
Because they use the wording: "we are processing your order"
Customers think... Oh! Open envelope, get the gadget from warehouse here. Close envelope, put stamp...
Behind the scene might be different layers of departments, and corruption, and the anticorruption policy they must be tighten onto.
I imagine, that they have some elfs working hard underground.
Or if the "we are processing" actually means that they took a bicycle courier to bring the item all the way from China to here.
It's not clear enough or transparent.
I've used ebay and paypal.
I think that, works better on buyers side. As i was reading some comments up here fron people who purchased over their official website. And it's utterly ridiculous the amount of waiting time for Samsung to rectify their mistake. Aren't the Elfs doing the work fast enough?
In my opinion, they've found a way to overide their own security system, and there must be a lot of merchandise disappearing within their own workers or headquarters. Covering the loss with complaints, purposely mistaking to justify the missing of what they predate.
And in the havoc, it's the customer who gets to suffer the worst final consequences. At the end line.
