Samsung Order is not delivered, and it says it's delivered

[RJ28]

I'm frustrated with my Samsung order <Will Share directly>. The tracking shows it was delivered, but I haven't received it.

I've contacted Samsung support, but there has been no progress for past 6 days. Samsung said it would take 48 hours to resolve as they need to get a response from partner organization "Forward Air", but I haven't heard anything. Samsung is unable to provide an ETA for case resolution 😞 

Samsung filed a case with Ticket # <Will Share Directly>, and customer support is investigating, but still no updates. This is absurd.

Seems like they want me to pay again because their system says item is delivered and cannot issue a refund.

I need to know who is responsible for this, and I would like to file a formal grievance. I shouldn't have from Samsung.

[Glenntech]

First of all can you remove your order number and ticket number.
If a Moderator etc can help then you can give those numbers directly. Otherwise they are public
Secondly are you in the UK or another region

[RJ28]

Done, removed ticket and order number.  I am based in US. 

[RJ28]

UPDATED: Talked to the supervisor and she is not even able to help me because they all are waiting for partner response from "Forward Air" and it's been over 5 days they haven't received an update from them. I seriously doubt the business relationship between Samsung and Forward Air. I think my only option is to file a police case against Samsung

[Glenntech · Accepted solution]

Ah OK well this is the UK/European Community
Our promotions and ordering options are different to yours
So to get you to somewhere that gives you relevant information for your region
Please pop in to the community in the US
https://us.community.samsung.com/t5/Samsung-Community/ct-p/us?page=1&tab=recent_topics
Hopefully someone there can help get this sorted for you