Samsung delivery lost by DPD. Ombudsman Complaint

[Henry248]

Hi,

Could someone direct me on how to file for a formal complaint to Ombudsman for a Samsung issue. 

Dpd lost a package from Samsung (watch 6 pro gift) and told me to speak to Samsung. I did exactly that and they opened a ticket. Been over a week and no response, apart from an email today saying my order has been fully "delivered now". Tried speaking to support again for 2hrs only to be told a ticket is open and nothing to do. Asked multiple times to file for a complaint and was refused, denied or ignored. 

Feel lost as a consumer and somewhat hopeless. No way for me to complain anywhere so coming to here to seek guidance. 

Thanks,

[BandOfBrothers]

Hi @Henry248 

I'm sorry to hear this has happened. 

It is reasonable for Samsung to need to investigate with the courier dpd to what's happened with the parcel. 

These are expensive items after all. 

That said investigations should have as little impact on you as possible. 

The Communications Ombudsman can't help with this. 

Trading Standard's would ask you to let Samsung and dpd carry out the required investigations. 

Citizens Advice would be able to advise further what your avenues are. 

You could speak with Samsung again and ask for this to be escalated. 

You can also send a private message to  SAM_UK via the Private message on the Community Forum. 

Ultimately you could also speak with the card issuer or however you paid body to look at what they can do to help. 

If I can be of any further help then please don't hesitate to ask.  😎 

[Reylob]

I am very sorry for you.

Did you get written confirmation from DPD saying that they lost the package? If not you should try to get some sort of written communication, email or letter. It is always good to have things in black and white that you can show as proof.

[Rajsahab]

Did you ask samscum where did they deliver?

[Henry248]

I have proof of no delivery from DPD themselves on the app so it is fine. Clearly legally Samsung are in the wrong, it is just a grey area of how long can they take to "investigate". I am more frustrated that there is no direct complaints team in Samsung that I can be in touch with to escalate this as it is ridiculous to get no feedback or confirmation of ticket being open for over a week.

[BandOfBrothers]

Totally understand and appreciate your concern @Henry248 

Your direct contact is with the Samsung Online Shop Team I would think. 

Samsung Online Shop Team.
https://www.samsung.com/uk/shop-faq/

e : support@samsunguk.zendesk.com

[Henry248]

That is the exact team I spoke with for 2 hours to be directed in circles until I gave up! I will probably speak to my card company and get this disputed if I do not hear back for another week.

[Piper123]

What ombudsman? There is no ombudsman for missing mobile phones.

If your device is lost in transit, your contract is with either Samsung or whether you bought your device from and it is their responsibility to sort it.

(Don't let rubbish Samsung Customer Service tell you to call DPD, by law they are the supplier not DPD).

[GreaterGalaxyUK]

If it is any help, when an Amazon delivery driver stole my earbuds, it was Amazon who gave me a refund. The driver was not an official Amazon driver, just a contractor.

[Star_girl]

When I received my phone the DPD service sent me an email that the driver is 30 minutes away and how many deliveries they are away from me and I was waiting for them to arrive. After approx 40 minutes I got an email and a message on my phone that the driver missed me because I was not home and left my parcel at the collection store. If they ever were around where I live there was no attempt on their side to call me or text me to come down and collect my parcel. There was no way for me to contact the driver and tell them that I was home, because they don't give any contact number or chat box, unlike any other service. They have a contact number on the site of the store website where i ordered my phone from, but obviously you have to log in into your account and search for that number, and that is not practical after the driver already left with my parcel. I tried to contact the shop where I bought my phone from to complain but all I managed to do was send them a reply email, because I also got an email from them that the driver missed me. I know the delivery driver has a busy schedule that they have to accomplish and that they can't be off schedule. However, there if they could send me a message that they were 30 minutes away I think they could've sent me a message that they arrived they I could've confirm whether i was home or not. Idk what I was expected to do. I think this was just lack of communication and poor service on DPD side. They just assumed I wasn't home, based on what idk, and they dropped my parcel at the collection store. Some people don't order home delivery just for comfort, maybe they just can't make it to the shop and besides is a paid service.