Samsung S25 Ultra Pre-Order stolen from DPD

[mikewooduk]

My order for the above was supposed to be delivered on the 1st Feb 2025, however it was stolen from the DPD Delivery driver along with other packages on his round.

This was reported to Samsung on the 2nd Feb 2024 and I have been in  touch with Samsung every day and keep getting promised to get an update within 24-48 hours which has not happened.

Device was taken out with Samsung Finance and a 20% deposit paid and I was getting the usual free overs including the additonal offer after 14 days as well as cashback from a UK Website.

Samsung have now cancelled the order despite advising them not to cancel the order and they are refusing to assist in anyway of amending the credit file and advising me to re-apply for credit.

Has anyone got a contact for UK customer relations who would know more about consumer rights rather than the helpline which is based overseas.  I just want what I ordered but getting no where with Samsung.

[mrowen]

I had this issue when ordered a iphone 16 for my step daughter apparently it went missing I only recently found out a worker had been sacked for stealing from there 😕 but I hope you manage to get another sorted out ASAP though

[TechZilla]

Unfortunately because the order was cancelled by Samsung (which is a good thing if it was stolen by dpd) then the credit gets cancelled and your deposit is refunded. I am no expert in the world of finance but pretty sure it shouldn't affect your credit score as it was cancelled. Have you tried using the live chat (text) option on the UK Samsung website?

[MrJCharming]

I'm in the exact same boat. Lost parcel that turned out to be stolen. Samsung are taking ages about investigating and now I'm just waiting for the investigation to end and my order to be cancelled.

Samsung have taken so long investigating all the offers are finished and it i will cost me £340 more to buy and that doesnt include the free buds.

I won't be reordering and will be leaving til next year, first ever year I haven't upgraded to the latest phone.

samsungs processes are terrible regarding this issue, takes them days to find out information I have found out by making a call to dpd.

[mikewooduk]

Spent an hour on the phone as was told by a rep, that they will not remove the Samsung Finance Marker from the credit file and to apply again.

Have explained that this breaches FCA Rules.

However as the Pre-Order deals are no longer available this is the true reason why the cancelled the order as they waited to long to replace the device.

[Partej]

I am extremely disappointed in Samsung. Myself and my sister pre-ordered the S25 ultra and was expecting a delivery on the 1st of February. I cancelled my plans as I was anticipating this delivery, but the order failed to arrive. I contacted Samsung on Saturday, and they assured me the delivery should arrive on Sunday. I cancelled my plans on Sunday, but the phone still did not arrive, which was extremely disappointing. I have been in constant communication with Samsung since then, but no answers have been provided. I understand the case is being investigated, but the lack of communication has been extremely frustrating, especially when I have requested for the team to send me updates. I am strongly considering refunding this order and switching to another mobile provider. What's even more upsetting, is that you can order the phone online and it'll come tomorrow, however Samsung can't even do that as they need to investigate the issue. Whilst I understand this investigation needs to take place, it is clear this package was not delivered to us, so I don't understand why a replacement hasn't been sent out sooner. It has been over 10 days now. Can someone suggest what I do to move forward?

[rogersdave77]

Who is your current mobile provider?
I am guessing you have purchased the S25u via Samsung then just have a sim contract with another company.

[Partej]

Correct. I purchased the phone directly through the Samsung website

[MrJCharming]

Contact dpd.

There's a theft issue going on within dpd soo they should be able to let you know if your delivery was affected

[Partej]

Hi, I did that immediately before contacting Samsung. They said it was going to arrive the following day due to an issue. Then I was told there was a security issue and I had to contact Samsung. I can only assume the phone was stolen by the delivery driver or someone robbed the van. I've been contacting Samsung every 2 days and unfortunately they have been useless. I was told it would take a maximum of 24-72 hours to resolve this, and today is the tenth day.