Two S25 Ultra Stolen in Transport

[Tech_Master]

Ordered two S25 Ultras for me and the wife from Samsung Sweden, two packages, one was supposed to contain S25 Ultra and Buds3 Pro, the other a phone and two anti reflective screen protectors,

The packages were shipped within 3 days of each other, both via Instabox shipping.

One package arrived with the screen protectors and no phone, the other with the Buds3 Pro and again no phone. The packages appear to have been roughly opened during transport and phones stolen from them, warehouse tape was broken and replaced by Instabox's own tape in a sloppy manner.

Our excitement turned into complete disappointment and frustration, after paying over 31,000 SEK (2800 EUR) for the orders.

Two Samsung reports and two police reports later, and still nothing, almost a week has passed and the Samsung support agents are still saying they are looking into it and nothing is happening.

I sent them videos and pictures with conclusive evidence that the packages didn't contain any phones, but still they haven't done anything, they are busy promoting and selling more phones, without giving a ***** about those who were subjected to crimes on their existing orders, if their customer support was half as good as their marketing it would be great!

Last year we bought two S24U which were defective on arrival, this year this *****, the last good Galaxy phone I enjoyed was the S23U, since then it has been miserable.

We lost all interest in the products, and just waiting for Samsung to fix this mess, I hate how they don't take care of their customers when ***** happens!

Just thought to share...

Cheers

[Piper123]

Hey there

I'm truly sorry to hear of your experience.

As a customer to Customer Forum, we do not have access to orders or accounts so you will need to keep engaging with Samsung Customer Services. As this relates to their delivery partner and the police, it will likely need to be fully investigated before Samsung can replace the devices.

(please don't take this the wrong way, but there are buyers out there who say packages are stolen, sell the goods on and then get a free replacement - I'm not saying that is the case here, just explaining why the full investigation needs to be completed first).

I wish you well with this.

[Tech_Master]

Hi, I am aware that this is a customer to customer forum and didn't expect otherwise, as I said I am just sharing my experience.

The police reports I filed myself and asked the police to tag the IMEIs showing on my orders page as stolen.

When I send them videos of the whole process of picking up the package from the post, weighing it on a scale and opening it on video, it is a clear evidence that I didn't receive the products I paid for, I didn't stop them from doing their investigation, but I don't have to wait for that until I receive what I paid for, then the complete lack of feedback during this process is unacceptable.

This looks like an organized crime and I was told that it is more cases, I guess 100s of phones were stolen in the same way.

Surprisingly enough, they are still offering the same logistics partner for new orders as a shipping option, instead of pausing it during their investigation, what does that mean? More stolen phones and more frustrated customers who waste their time reporting to Samsung and the police?

I informed them that I will not pick up any packages sent by Instabox, if they choose to ship any further product with that shipping company, I will not touch it!

Regards.

[facu1ty]

I'm sure Instabox would not accept a delivery from Samsung to deliver to you with no phones in the package. It's clearly stolen by someone at instabox. Put more pressure on them threatening with legal action as it's obviously one of their staff. The designated driver who is doing that particular delivery should be questioned by the police. This is what I'd like to see. Google this problem to see if any others have had similar issues with instabox regarding Samsung phones not arriving. If you find anything, this should be highlighted to Samsung for future deliveries if you still choose to use them. If this is the case where others have had the same issues, then Samsung should not be paying instabox for their corrupt services. Especially if they've been made aware that this has happened before with instabox. If they are aware of these issues, you can ask them why on earth they'd be taking the risk of putting more customers in this horrible position. See if you can dig out similar problems on the forums. If you do, then point this out to Samsung. I can feel your frustration. I'd be extremely angry like you. If you've paid by credit card, you might be able to get your money back.

[Star_girl]

I got a phone stolen last year through an Amazon delivery via DPD, I know what it's like... this year the DPD delivery driver seemed stressed when he handed me my delivery, well, from a different shop, sign that things are moving. I hope you recover your loss.

[Tech_Master]

One very strange thing is that Instabox didn't weight the package they delivered, the weight they logged as "undefined" in their tracking information, this would have been one more evidence that the package didn't contain the phone at some point.

I put the package on the scale at the post office directly after picking it up, weight was 283 grams, this was supposed to contain both S25U and Buds3 Pro with packaging, it shall be around 600 grams, I also filmed this on video.

The problem is that Instabox is only liable to Samsung as their customer, then Samsung is in turn liable to me as their customer, I of course reported this to Instabox as well but they want to take it with Samsung instead and not giving me information on how many cases, and if it is happening at the terminal or logistics center, or the last mile driver.

I googled it and only found similar crimes related to Postnord instead, one of the reasons I post here to see if it happened to others, however, the Samsung support agent told me that I am not the only one reporting the same for S25U deliveries, until these incidents, I didn't even know this was a type of crime, never heard of it before.

I paid with Klarna and also reported to them under buyer protection, they give Samsung until the 20th of February to respond, which is a long exhausting waiting time when the orders are connected to that much money I paid.

The videos I have taken however are a 100% conclusive evidence because they show second by second the whole process from picking up to opening and the content, the problem is that I can't get a manager or supervisor at Samsung to talk to me, it is just the poor 1st line support agents with no power at all that I keep talking to, and they are creating these cases then nothing happens!!

[Tech_Master]

One more sad thing to add, one of the phones was a gift for my wife, she was excited then now she is sad and kind of p****d at me, I told Samsung they have embarrassed me with my wife, did they care? Nope, they are too busy running promotions and selling more and more phones, hell with me and my wife, we can wait until the release spark is over, then we might get something, truly miserable to be honest!

[facu1ty]

Sounds like the whole process from preparing to shipping to delivering needs to be filmed moving forward. This includes videoing the weight. I can't see any issues if this is a procedure that Samsung can implement in getting future deliveries without any hiccups with confidence for me. Or maybe even a secure box that can only be opened by the customer upon delivery with a code. You've done everything correctly. Unfortunately, it sounds like you'll have to go through this exhausting procedure and wait until the 20th if you don't get a positive outcome before then. It should be dealt with immediately, in my opinion, considering the amount of money involved, the evidence you have, and especially knowing that Samsung is aware of this happening, as you mentioned. You can call these procedures extremely incompetent, but unfortunately, this is how some firms conduct their business. I'd like to think a leading brand would have a better and quicker way of dealing with issues like this. 10 more days for klarna to step in if anything. Hang in there. It's an unfortunate situation and an unfortunate exhausting procedure. You'd like to think it shouldn't be hard sorting out a mess like this. Best of luck mate 👍🏻

[facu1ty]

I feel your frustration mate. Hopefully, once you get things sorted, maybe you can get a goodwill gesture out of them for the major exhausting inconvenience you and your wife are having to go through.