Missing Order

[Jus-79]

Not sure if anyone else has had issues with their orders not arriving but I've been waiting close to a month for my order to arrive. I've followed up numerous times with the contact centre to no avail. The response is always the same, "Unfortunately there is nothing we can do but escalate this with our logistics team (who are only contactable via email). Rest assured we will sort this out, just give us 3-5 days". I've not gone through 3 x rounds of this. For a company as large as Samsung, and for the team manning the calls to have such limited capabilities to troubleshoot issues is woeful 

[SamsungLaura]

Good afternoon, that's very strange. I am sorry to hear of the experience you had receiving your order. 

Please send through a direct message with the following details so that I may follow up internally with our team. 

1. Full name

2. Phone number

3. Delivery address

4. Order number

[Jus-79]

Appreciate the quick response. I've sent through the details as requested. 

[SamsungLaura]

Thanks for sending those through. Again, I do apologise for the experience you've had with your order. I've sent the details through to our e-commerce team for a status update. 

[Jus-79]

Just to manage expectations, when should I expect a response?

[SamsungLaura]

Hi @Jus-79, at the present, our team have confirmed that they have received your case and are currently trying to locate your order. While I don't have an exact date, I will get back to you on Monday afternoon if I don't receive an update by the end of today. 

[Jus-79]

Noted. Thanks for the follow up.

[Jus-79]

I've decided to move on from this purchase and initiate a refund process. Upon speaking to a team member on live chat, below is the response I received. It appears I would need to wait 5 weeks for the item to be tracked before the refund can be processed. Having already made multiple follow ups to determine it's whereabouts to no avail and now having been told to wait a further 5 weeks to cancel the order if unacceptable. Not only have I spent an unnecessarily long amount of time following this up, but to not have the goods potentially 2 months after I've paid for it is ridiculous. What a thoroughly disappointing process. I've never experienced post purchase service as poor as this in all my years in retail.