S25 DPD Delivery Failure - Dagenham Depot

[MrJagz]

Thought I'd post my experience on here as im sure there may be a few of us in the same boat. 

Pre ordered S25 ultra 22nd January, picked earliest delivery date available for 1st Feb.

DPD tracking provided... driver on the way... 

Then it all went wrong.

"Driver has been delayed". Fine. New time given for later that evening.

Same message come through later that evening, so now I'm thinking they're going to delivery it tomorrow.

Sunday 2nd Feb an around 7pm, I check the DPD app, and it's says: there's a delay with my delivery, it's being held at the Dagenham depot 

So i now start to try and get in touch with both DPD and Samsung. 

What an absolute nightmare that has been. 

Endless dropped calls, no genuine answers or advice.

I eventually managed to find out that there was a "security incident" and the package is deemed lost.

The driver or van has basically been robbed.

Now I'm getting even more frustrated and try to establish what that means for my delivery and what happens now. Nobody still until today has provided me with any proper answers. Dpd say I need to contact samsung, and vice versa.

I am now getting the scripted "we have checked your account, you need to wait for the email confirmation from samsung".

When????? 

It's only through calling and using the live chat on the apps relentlessly, and chatting to people in the same situation that I have managed to find out that Samsung need to initiate an investigation, they say it can take 6-10 days, only then will I get an update. But that's just the investigation and not actually providing me with a response, resolution or my device finally being delivered. This could take weeks!!!!

To anyone else that may have been affected, i feel your anger.

I am absolutely fuming and cannot explain the frustration of this whole experience this week. 

Some have said they managed to cancel the order, reorder and had it delivered as early as the following day. Wish I'd acted on that when the offers were still valid.

Some have said they're going to raise this with their banks and see if they can escalate something that way. 

If anyone has had a similar experience, please let me know what's happening and if anyone has had any resolutions 

[Rafi13082007]

I'm having the exact same issue, it said delay on saturday, delay on sunday, then when I called them like 9 times they said that the package is missing from their warehouse and to contact samsung to resend it. But samsung can't resend it unless they get confirmation from DPD, but they are taking so long to get a confirmation from them, overall DPD in Dagenham is being poor. I believe this could be a orchestrated robbery from the DPD drivers itself, how are you telling me the same thing happens to other people. I still haven't heard back from anyone after calling them everyday.

[MrJCharming]

Same issue here, currently waiting for an investigation to be started or completed.

Joke is dpd Southall have said dpd take full responsibility and we just need samsung to make contact soo we can confirm.

[bluace]

This is awful to read what happened with me I sent my trade in back through Vodafone with DPD what a nightmare I went through it stayed at the depot for over a week I contacted Vodafone they opened up a major complaint eventually with the higher complaints team which I had a one to one ringing me every day I gave them all the info luckily I had proof and video footage of me packing it and sending it. 

it took around 4 and abit weeks as Vodafone was hounding DPD and all of a sudden I get a text message we have received your trade in. 
Thanks to myself and Vodafone constantly at DPD it got delivered but if I didn’t I am 100% sure someone had it ready to keep. 

DPD are very crafty not saying all drivers as some are great but the dodgy ones they do try and if you don’t fight they will get away with it also they don’t have a straight contact to contact them only a chat hence I went straight to Vodafone as my trade in was worth the top save in there was no way I was letting them get away with it.

I really hope they sort this for you as it is not right and if the van did get robbed it is out of your hands I would be contacting Samsung everyday until I get the answer 👍🏽

[MrJagz]

I understand things can happen... anywhere, anytime.

What I don't get or accept Is a failure to communicate with the customer. We've all had to constantly try and get updates and little pieces of information ourselves, which is not on.  It's clearly an issue which could be solved by just delivering a new device. There's no way an investigation takes a week.

Contacting Samsung for updates is draining. I can't even blame the teams on the phones pr live chat too much, they're somewhere in the far east with not much visibility of what's actually going on.  I get scripted responses.

[Geneson]

Just posting that I had exactly the same issue with the DPD Dagenham depot. It was out for delivery last Saturday, my afternoon time slot was delayed within an hr of the driver leaving the depot, delayed again but still expected to arrive before 6:30pm, then expected the next day, then nothing until the app said it was at the depot on Sunday evening. 

Having chased with DPD on Monday morning they said it was a security incident and to contact Samsung to ask them to initiate a 48hr investigation. I contacted Samsung live chat and they said they had passed this on to the relevant department and to wait for an email. No email received so far, no update. 

[MrJagz]

So this is the latest from DPD. 

The investigations have been concluded.

Yet no word from samsung.

Might be a scripted response, but they're clearly pushing the responsibility back to samsung 

 

[MrJagz]

Latest update. 

Email from samsung cancelling my order.

Absolutely fuming.  I now lose my promotional offers and app purchase discount.

Never again

[Rafi13082007]

Hello, Im suffering the same situation but today Samsung just refunded my order after I told them relentlessly I do not want a refund and instead I want to get my phone with the pre order promotion. They are telling me to reorder again but now I won't have the offer and the most I'll get is a 50 pound voucher for more than a week delay and refunding my offer without my wanting to. Is there anything I can do, I'll repay the same amount of money or return it if I have to but I just want to get the phone with the pre order deal.

[MrJCharming]

That's terrible, I was looking into it and if I reorder now I will be out of pocket £400+

[MrJagz]

Exactly the same. I phoned up AGAIN and argued the same thing... i didn't cancel, samsung did and now i lose the offer.

They put me on hold for ages, then came back and said, it's not cancelled, and they've put the request in for redelivery and the offer is still applied.

I asked if that would be reflected on the app, as the order is now showing as cancelled. 

They didn't convince me it would be updated.