Watch6 Not Received with S24 Ultra - Order States Watch 'Delivered'

[LeeStrong]

As title states, I've not received my Watch6 or strap with my order.

The items are on the packing slip, DPD referred me to Samsung, I've reported this to Samsung who have told me two things. On the phone they stated the items should have been delivered together, then advised to wait 1-2 days for delivery of the watch which was sent separately.

The order status and packing slip confirms the items should have been sent together. It's now been 3 days, still no watch or tracking information, customer support are now ignoring my responses. What do I do now?

[TheDenny]

Ensure you email or ring and log your concern with customer services. I was told my order would not all arrive together and been delayed. So phone, case, screen cover arrived and no watch or strap .

[BandOfBrothers]

There's another thread about the same situation @LeeStrong 

It maybe the case that the phone and strap will follow. 

Speak to >

Samsung Online Shop Team.
https://www.samsung.com/uk/shop-faq/

e : support@samsunguk.zendesk.com

[LeeStrong]

Thanks for the prompt responses folks, perhaps its the ambiguity from the support staff that's making me feel uneasy although I think given the above it may be reasonable to give it until February 1st before I contact support again.

Cheers again.

Lee.

[Dontikka]

Identical scenario as mine. 3 days and they just try to apologise and evade. Item listed in packing list, online status shows as delivered, even received the order completed email with tax invoice.

[AjR17]

I am also in same situation, no watch or strap only phone along with back case and screen protector.
Online status showing delivered.

Reached out to DPD they said they only got 1 parcel.

I am so frustrated and thinking that i will buy a low end phone which will run for 2 years, as that will provide more flexibility..

Also i am not so impressed with camera or any AI feature

[LeeStrong]

I don't know whether to be concerned or relieved that I'm not the only one in this situation - What's not helping is that it seems support genuinely don't know what's going on or how to deal with this situation.

I've asked to raise a formal complaint, more so because I've not been able to gauge a response from them. Will keep you updated.

[Dontikka]

Don't even bother calling them and waste your time. They are just polite that's it. And unhelpful and useless. I even wonder they are listening to you while you talk. Very incompetent and uncoordinated. There are many people in the same situation. We'll wait and see because there aren't many options atm.

[Rebels Alliance]

Same situation here, received the phone but no watch and strap. But everything listed in the "Packing List". Asked DPD and they confirmed only one package for all. Receive some emails from Samsung after raising a ticket asking me to be patient while they investigate and check the warehouse. 

[Rebels Alliance]

Just an update, managed to go through Samsung support on , and after 1 hour on hold they found my order, and they said that was a system error which caused the order to have missing items. They are sending all watches now, but they couldn't  give a time frame. Hope it helps!