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.

[MrJCharming]

Yeah your 100% in the same boat as us all.

My understanding from dpd is the van has either been robbed or internally stolen within dpd.

They do seem to take an awfully long time first to be picked up and dealt with, then to actually be investigated.

They also cancel the order once the investigation is completed, which is a pain as it means we lose out on the pre order deals and prices

[Partej]

Ahh it's really frustrating! When I spoke to Samsung on the phone they said if we re order they would uphold the deals we originally got. But such a big company should send us a replacement whilst the investigation is ongoing. We as customers are not at fault, and I believe we have been treated unfairly. I've resorted to posting this on trust pilot, the Samsung Facebook and Instagram page hoping somewhere from Samsung sees this and escalates our case

[FacedInjustice]

Same here. Extremely disappointed

[BijayDass]

I was really excited to order a new s25 phone with double storage offer on 3rd Feb online. But DPD lost the phone and now part of my order has been cancelled and refunded. They will not reinstate or honour their promotion to allow me to buy the phone as agreed. Now i have Galaxy Ultra Watch and S25 screen protector which was delivered few days prior but feel absolutely cheated by Samsung UK. I have been a loyal Samsung customer but this is not the customer service expected. What can i do ?

[Tourbillon De La Vie]

Did you contact customer service and talked about what happened ? 

[BijayDass]

Yes they said there was an issue with DPD (potentially lost or damaged the s25) and automatically cancelled the order instead of trying to re-deliver. They won't honour the promotion either so makes me think its a scam for people to buy other products. I am not really sure how they will convince me in the future to buy a Samsung product in the future without compensation. The customer service in uk is so bad.

[facu1ty]

Don't spend any more money! They should honour the original deal. I've seen this issue numerous times with many other people. It's scandalous a leading brand would do this. Yet you have the usual ***** defending sammy on here. Speak to them again and explain your frustration. If they don't honour it, personally I would send back the items you have received. They have got far too comfortable with their loyal customers. Don't let them cheat you. Even if it is dpd's fault. A deals a deal!

[Galileo123]

Yes. Same issues with my delivery. Suppoused to be delivered on 2/2 but somehow DPD sent it back to Samsung for what reason only they will know. Still no news untill now. Samsung is just asking you to wait & wait with no given timeline. Maybe those affected by this should all report this to the mainstream media / press as potential news. Hopefully it will be big enough to make it into a news report. They at least should just own up on the reason for the delays and provide a definite redelivery date even if its longer than usual. My experience with DPD delivery has always been awful most of the time.

[BijayDass]

Agree waiting to hear on my complaint and will return items recevied.

[FacedInjustice]

Experiencing the same, is there any authority where we can properly log a complain?
It seems Samsung and DPD together deceiving customers.