Samsung refusing to investigate a return that has been lost by DPD - Help needed!

[JustSpiderbro]

Hi all, I'm hoping somebody from Samsung can help me to get this investigation raised with DPD as I cannot do it from my end.

DPD collected a package from my home address on 8th February, containing my S24 Ultra plus free gifts (Galaxy Watch, Case, Screen protectors). Somehow the driver got my package mixed up with another, so my package was sent to an electronics repair company while somebody else's package containing a laptop was sent back to Samsung.

DPD confirmed to me via a phone call that the driver has made a mistake during the collection and that Samsung need to request a 'parcel search investigation' with DPD. I have asked Samsung customer services multiple times but they are refusing to raise this with DPD. They don't seem to understand (or even read) my email responses and it is extremely frustrating. They sent me a picture of the laptop and of the package being collected at the door, which is obviously not my package nor my doorstep, and keep asking me to return the S24 Ultra so they can process a refund.

I sent Samsung pictures of my device in the box, the wrapped package, and the card with the tracking number that the driver handed to me upon collection. The latest update I've received from Samsung is that a 'Missing Goods Claim' was raised and "Having checked our systems and completed an investigation with our Loss Prevention, Warehouse Logistics and Delivery Carrier Teams, we have decided that, based on the evidence available, we are unable to proceed with your claim."

Luckily I paid on a credit card so have raised a dispute through American Express, and the money has been refunded to me while the investigation is in progress. Even though it was not the fault of Samsung that the package was lost, dealing with the totally inept and incompetent Samsung support team has been the absolute worst customer service experience I have ever faced 😠 I have owned Samsung phones since the S9 but based on this experience I don't think I will ever purchase another Samsung product. 

[Robin999]

It's great that your credit card company helped you in the end. It's unfortunate Samsung didn't come up to your expectations on this occasion, but i understand that they also lost out...twice so it seems.

[Glenntech]

This is entirely down to DPD
They are the ones to rectify the mistake as they have not delivered the parcel yet.
They are probably trying to get a ticket raised to get paid for investigating it, or trying to avoid having to pay out for the loses.
Both addresses are known, so they must be able to recover the packages

You did the right thing by informing the credit card company of the issue.

Because it was you that sent the parcel, Im pretty sure there's very little Samsung can do about it.
The contract for delivery will be between you and DPD.

DPD are trying to stall things. They've been paid to deliver, and they haven't yet

[Kofena]

@Glenntech was right about the fault sitting with DPD rather than Samsung. However, Samsung should try to support the investigation to recover the package and hold DPD responsible as per their delivery agreements or contract conditions, if recommended by Samsung. At present Samsung hasn't lost financially because your money hasn't been refunded. I'm sure they will find a way to resolve it.

[JustSpiderbro]

The collection from my address was initiated by Samsung. Therefore they are considered as the 'customer' and should contact DPD to raise the investigation, I have called DPD a few times but they won't do anything until Samsung raise it with them.

DPD advised me on the phone that there is an investigation process that they will follow. They will trace the parcels, interview the driver, use GPS tracking to determine where the driver was when the collection photograph was taken etc. But it all needs to be kicked off by Samsung first, and this is what I have asked Samsung to do multiple times only to be ignored.

[JustSpiderbro]

I assume that part of the DPD courier service that Samsung pay for includes insurance if the package is lost due to theft or a driver error. This is why Samsung need to kick off the investigation which will be resolved in 2-3 days according to the DPD agent I was speaking to.

[Glenntech]

Again I think they are stalling for time.
They will know exactly where the driver was and at what time. They have trackers on their vans. Their PDA's will have location trackers.
You can try sending a private message to @Sam_UK. It's possible they maybe able to help with some advice or alternative contact details.

This is just down right poor service by DPD and they are for whatever reason not bothering to sort it out.

[JustSpiderbro]

I don't think DPD are stalling, why would they need to? It has already been almost 3 weeks since my package was collected. The DPD agent I spoke to was very helpful on the phone and talked me through the process of the investigation which would take a couple of days, but needs to be started by Samsung. I cannot start an investigation myself as I'm not DPD's customer. It is such a simple resolution but Samsung just will not do it for some reason. Unfortunately Samsung emailed me earlier to say that they are considering the case closed and I guess are not going to contact DPD at all. When I raised a complaint, they sent me this:

"We completely understand that you would like to take this further particularly to file a complaint. Please be advised that your case is being handled by us and this is the only email address that deal with all the complaints we have, all proposed resolutions are final. We sincerely apologize if the resolution given did not meet the satisfaction you were expecting."

🙃

Ah well, I have my money back and Samsung will now need to provide suitable evidence to Amex that they have taken reasonable steps to resolve the issue. I've sent Samsung one last email just asking them to confirm for me that they are not going to raise an investigation with DPD, and will then let Amex deal with them.

[JustSpiderbro]

Today, Samsung support have sent me an image containing a printed order confirmation that was sent back in the package with the laptop, which includes personal data.

The image includes the full name, full home address and email address of the owner of the laptop. I don't know them personally though I can see that the address is about 5 minutes walk from my house. There is also some none-personal data such as the order number and payment method used for the laptop purchase (no card details). Samsung also sent me a photo of the person taken by the driver when they collected the laptop from this address.

Unfortunately, by sending me this image, Samsung have committed a personal data breach under the UK GDPR regulations (DPA 2018): "A breach of security leading to unauthorised disclosure of, or access to, personal data".

I will now be reporting this data breach to the ICO. Great job, Samsung! 👍

[JustSpiderbro · Accepted solution]

For anyone wondering how this turned out, I eventually got my money back but it wasn't easy... 

Samsung fought the dispute and Amex sided with them. Luckily I already managed to get the photograph of my collection from DPD as well as evidence that the parcel was mislabelled.

After seeing the new evidence, Samsung escalated my complaint, apologised, sent me a compensation voucher but still refused to refund me. They insisted that the refund should come from my bank, which is not correct. 

I called Amex and they reopened the dispute. I sent them the latest evidence and emails from Samsung and the dispute was promptly closed in my favour the next day!