Waitng for Approval since 11th May

[_nina]

I placed an order for a TV on the Samsung AU Online Store on 11th May and my order has been stuck in 'Waiting for Approval' status ever since. I can see that multiple consumers have had this issue from reading the community forums and my situation is not unique. I find it completely unfathomable for such a large international company to have such a poor e-commerce platform.

I have called multiple times to online support (15th May, 22nd May, and 3rd June) only to be advised each time that a ticket would be raised and that it would take up to 10 business days to resolve. I was also advised that online support are only able to communicate with the one and only other team who are able to resolve my issue via this ticketing system but no one seems to action these tickets?!?

I have not received ANY confirmation email or any other communication from Samsung since placing my order. I'm not sure what else I can do to progress my order when the funds are available in my account and the transaction is sitting as pending. To add insult to injury, I can no longer order this TV at any other retailer since it is now out of stock which I would've definitely done so in hindsight. 

I wish I had not wasted so much time with the Samsung Online Store! I'm now stuck in limbo without my TV and with my funds pending. I'm reading that it would also take just as long, if not longer, for me to cancel my order altogether. I'm posting on the forum as a last-ditch effort to have this resolved. 

Can someone at Samsung please contact me with a solution? 

[Members_iyJbJ3c]

Hi Nina
I'm experiencing the "exact" same issue with my online order. I ordered a Qled on the 9th of May and still have nothing to show for it, even after numerous calls and being told the issue has been elevated to a priority level. I have requested someone of authority from Samsung to return my calls and to date nothing. The hole experience has been frustrating and I cant believe that samsung think this is an acceptable way of treating there customers.

It's now the 6th of June, how embarrassing for Samsung

Hopefully someone from samsung is reading these posts and doing something about it !!

[_nina]

It's an absolute joke!!!

I agree that it has been a terrible and frustrating experience. 

Call centre reps are also stumped and have not been provided with any power or tools to solve this recurring issue. They can only escalate but to where?!? There's a serious flaw in the online ordering system. Do they even still have what I ordered in stock and ready to ship?

I've offered to provide other means of payment thinking it may be something wrong on my end but they can't even facilitate that.

@Samsung - Please let me know what I can do to finalise payment so I can complete my order. 

[SamsungLaura]

Hi there, please share your order number so that I may investigate this on our end. 

[Members_iyJbJ3c]

Hi Laura

Please investigate order number AU220509-77052186 

any response from Samsung would be appreciated

Thanks 

[SamsungLaura]

Hi there, it looks like stock was assigned to your order two days ago (07.06.2022) and that it was scanned yesterday on 08/06/2022. 

[Members_iyJbJ3c]

Thanks Laura

Appreciate you making this happen

Its a shame it had to get this far with you having to step in 

again thankyou

[_nina]

Glad to see your order was fulfilled at least!

After all that waiting, my order ended up being cancelled through no fault of my own. 

For anyone looking to purchase direct from Samsung Online - Buyer Beware! 

[Brucefold3]

I ordered a stick vac on 6 march told it was dispatched a couple weeks later waited waited nothing no contact nothing so called c/s 3 times over 3 weeks only to be given arrival dates that came and went with no delivery rang c/s to cancel only to be told that I couldn't because it had been sent week later still nothing rang again, told them wanting to cancel as I didn't receive the product they agreed to cancel that was 3 weeks ago still on refund rang again sorry sir it will be refunded in 2 to 10 days now up to day 8 still nothing

[SamsungLaura]

Hi @Brucefold3, I am sorry to hear this has occurred. Please send me your order number so that I may investigate this.