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,

[Star_girl]

This is the reason why deliveries should be tracked. Amazon is a bit overdoing it sometimes, but with expensive deliveries it's a good service. Also everything valuable should be delivered with signature or password like Amazon and Royal Mail does. So this way you can feel safe that your parcel is not delivered to someone else or stolen. This is a service that all delivery companies should use.

[Piper123]

Samsung deliveries via DPD are tracked and on delivery a pin number, supplied by Samsung to the buyer, needs to be given to the driver before the parcel is handed over.

This is designed to stop deliveries to the wrong address.

[Reylob]

@Henry248 

Please update us, if there is any development on this .

[Hubris]

Under the Consumer Rights Act, you can ask the seller to deliver the item again if the item wasn’t delivered either: By an agreed date and within a reasonable time - usually within 30 Days.
Citizens advice have good templates to use
Citizens advice have goe

[Henry248]

UPDATE:

It has been nearly a month now. Received initially an email saying refund will be credited within 3-5days. Waited a week, no refund and noone could tell me what the amount was.

Another week later, received an email saying will be redelivered. Called them up again, was told instead that the refund amount would be 107GBP. Waited another week, no refund or redelivery.

Called again and am currently being told redelivery was attempted yesterday (obviously noone has any clue what is going on as DPD always notifies me of packages and they did not)

Have written several complaints to Samsung via their direct channels over email and twitter. No actual response at all and has been 2weeks. No acknowledgement either...

Contacted CC company and they cannot chargeback section 75 claim as the item is 0.00GBP in the invoice.

Seems like all hope is lost and I will never ever place any order with Samsung ever again.

Serious breach of consumer rights and definitely borderline illegal what Samsung is doing. Thinking of hiring a lawyer just out of principle for how unserious and a joke this company is. Don't even want the watch anymore, just want Samsung to suffer for this disgrace of customer services.

[JustSpiderbro]

Current facing a similar issue with Samsung refusing to investigate a returned item that was lost by DPD.

Still haven't received a refund from Samsung even after sending them evidence from DPD that my parcel was collected at my doorstep and then mislabelled by the driver.

From a legal perspective, when I handed the package over to the driver it was at that point I 'returned' the item and the fact that DPD then lost my parcel is not my problem. Samsung need to refund me and then chase DPD for any losses incurred.

Luckily I was able to contact my credit card company and they refunded me. 

[Members_e8SKbQh]

Has this been resolved now?

I'm having a similar issue, where DPD has failed to deliver my Samsung laptop. DPD have 'lost' my parcel after failing to deliver it on 3 separate occasions. DPD advised me to get on to Samsung to start an investigation. So I did that and they advised it would take up to 6 working days. 7 working days later, I get in touch and Samsung support tell me they are awaiting the results from DPD, so I decide to contact DPD and they tell me the investigation was complete and the results had been passed onto Samsung literally the day after the investigation was started! DPD couldn't tell me the exact results of the investigation as Samsung are the account holders but after some probing they said that they had lost the parcel and that I should get back in touch with Samsung to request a refund or for another laptop to get sent out. So I got back in touch with Samsung support and the best they could come up with for sitting on the DPD investigation report was "Our dedicated team want to go through a thorough investigation'. No timeline, no communication outside of me having to take time out of my day to jump through the same live chat hoops and they won't give me a contact email for this 'dedicated team'. utterly abysmal customer service. 

[Don1959]

I have sent proof, of phone usage, and blacklist of phone spent 3 days of work, feels like 3 days on phone to dedicated team no help