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.

[Blakey063]

Exactly the same issue here. Paid upfront and benefitted from the discounts. Although they did cancel the order for the free Bud3 headphones with no explanation. Now the phone has been stolen from DPD all Samsung will do is cancel the order. Total disregard for their customers. I suppose the have had enough of my custom over the last 20 years.

[Blakey063]

I did, absolutely no customer care for a widespread problem with DPD.

[Blakey063]

I doubt you will have to cancel this order as in my case Samsung is doing this for me, thus losing the pre-order discounts and benefits.

[Partej]

Hey everyone. I've had an update and it's not good news. I've been told 'our partner courier encountered a problem while en route'. I was automatically given a refund and this is not what I wanted.

Furthermore I was told 'I recognize that one of your motivations for wanting to maintain the order is the free-of-charge item and promotional discount that was applied. Unfortunately, those offers are no longer available. However, our team has thoroughly reviewed this situation and has decided to extend a goodwill gesture in the form of a £100 voucher code, in case you choose to place a new order.'

This is an insult because once you take into account the pre order deals and the £100 voucher code already given if you signed up to the live event, I am essentially paying £250 more with no pre order deals. This is an absolute joke! It's samsung and dpd's fault that our phones have been stolen. I do not see how this is just. They should honour our original deal at the very least plus a £100 off on top of that.

Does anyone else have any suggestions with how to move forward? I'm in disbelief and frustrated. This is not fair

Finally in response to a comment earlier, we should take this to the mainstream media. Samsung is not upholding the original deal. The customer agents have been useless, and we have to chase up for updates. This needs to be investigated by BBC Panorama. I've probably spent 10 hours in total on the phone to Samsung over the last 12 days. The delivery driver is probably the culprit for stealing the phone or telling their friends there are high value items in the van. I don't want to jump the gun here as the van may have legitimately been robbed. But I did see the delivery driver put out a delay on the parcel, which was suspicious. I've already posted on the comments section on Samsung's Instagram and Facebook page alongside on trust pilot, hoping someone will notice because we as customers are not being taken seriously. They don't care about us as they are a multi million pound business

[Blakey063]

So having had my phone stolen en route, Samsung decided to cancel my order, still waiting for my credit card to be recompensed.

They have now lost one phone and lost one sale as I have bought one online on an auction site. Could even be the phone I should have had. 😁

[Members_i5xgIqb]

I'm in a similar boat to you, I've sent back the phone(not enough storage therefore was going to order another one), watch and the free chromebook and because it's taken so long for them to process and acknowledge receipt. I have missed out on the free offer. They are also saying they haven't received the watch because I said I wanted to keep it, I was advised to send that back although there was nothing wrong with it just because it was part of the bundle. I've repeated myself nearly everyday for a month and have gotten nowhere, now theyhave closed the case. I'm now interested in the new S25 deal however I'm prepared to miss out this time and not give them anymore money.

[Partej]

Sorry for spamming, but I have a further update. It's now been 21 days. I was promised last week by an agent who is supposedly a manager that I'd get a response in 2 days as I refused the £100 voucher and then further promised by another agent to wait a further 24 hours and have heard nothing.

[RishaB97]

The same thing has happened to me and my brother. It's been 25 days since we ordered the phone and there's been no resolution. Samsung refunded the money back into my account without telling me and are now saying they cannot honour the initial price I paid and that the best they can do is £70 off my future purchase. Firstly, this would mean me paying £300 more than what I initially paid which is absolutely insulting since the phone was lost by the couriers. Secondly, I was told the price I paid initially would be honoured. I've spent HOURS on the phone to Samung and have been extremely patient, but I've had enough ; I've been told countless times to wait for 24-48hours for a resolution only to be told the same thing time and time again. The customer service is terrible and the lack of communication is appalling - I've lost all faith in the company. Additionally, the person I spoke to on the phone today hung up on me which is incredibly rude. Overall, I'm extremely disappointed and frustrated.

[MrJCharming]

Mike, how long did it take for the deposit to be refunded on the Samsung finance? Did you get a email confirmation of cancellation??

I've been told the refund will be due in 3-5 working days, today's the 5th working day and not had a refund, also not had any confirmation email of cancellation.

[IssyHakim]

Same thing just happened with Samsung S25 Ultra. I placed an order for the phone but because it was Samsung. Com only it took more days (22 days) to arrive. On delivery day it was stolen by DPD and when I reported it to Samsung they told me I have to wait for their investigations to end so I can get a replacement but five days later they send an email saying we refunded my money.
I bought the phone when it had lots of promotional offers and now that they all have ended I can no longer place a new order for a phone with same specs.
The cheeks of customer service to offer me a £50 voucher that has no value on their sites.
Not only that, I can speak to no one in UK. All calls are connected to Philippines and with all my respect to them, they have zero authority to do anything.
I am a Samsung phone user since Galaxy S3 and they way I have been treated, I'm thinking again about my next phone brand.
I'm still waiting for their response as I told them I will not accepting the refund.