Rating: negative 1/5 Stars
I am writing this review to express my extreme disappointment with the Samsung Online Store. I placed an order on June 29, 2025, with an estimated shipping date of July 7, 2025. My order details were as follows:
Samsung S25 Ultra Titanium Black (which I specifically waited for to be restocked)
Free Galaxy Watch 7 (included with the S25 Ultra bundle)
Case for the S25 Ultra
Galaxy Buds3 with its free case (which I also waited for to be restocked)
However, my experience was anything but satisfactory.
As a genuinely loyal customer, having used my previous A7 Samsung phone for over 10 years without giving up on the brand (and it never gave up on me until old age finally caught up), this experience is particularly disheartening.
Specifically, I encountered several major issues:
- Sudden Cancellation Without Warning: Despite the estimated shipping date passing on July 7th, I received no updates or communication regarding any delays. Then, on July 9, 2025, I was abruptly informed via email that my order had been cancelled because the items were "no longer available." This sudden cancellation, with no prior warning or explanation for the delay coming from them, is completely unacceptable and confusing that i even waited for it to get restocked on their online store.
- Conflicting Information from Multiple Sources and Disregard for Official Communication: Adding to the frustration, when I reached out to their online customer service on July 7th to inquire if there are any delays, I was given the reason of "heavy rainfall and flooding that affected their workforce," despite there being no typhoon or significant weather event at that time. Later, when I reached out again on the same day after I got the cancellation email, I was repeatedly reassured that my order was not cancelled. I was told, "As per carefully checking here, we can confirm that your order is not cancelled, it is now tagged as Shipping requested. It means that Order is sent to the warehouse, but it is not picked/packed/shipped yet." Even more astonishingly, I was explicitly told by customer service to disregard the official cancellation email. The situation is further compounded by the fact that on my Samsung account page, the order still appears as "preparing order", To make matters even worse, on July 10, 2025, around 2:45 AM, Samsung attempted to contact me again and sent yet another cancellation email, despite my order page still showing "preparing order." directly contradicting the cancellation email. This severe internal communication breakdown, coupled with being told to ignore formal communications and receiving inconsistent reasons for delays, has led to immense frustration and confusion, leaving me completely unsure if my order is truly cancelled or not.
- Misleading Availability and Poor Communication: I deliberately waited for the product to be restocked before placing my order, trusting that it was genuinely available. To be told it's "no longer available" just days after the expected shipping date, and after a week of silence, demonstrates a severe lack of inventory management and customer communication. If there was a chance of a longer wait and I would have been updated that there was a delay, I would have been perfectly willing to accommodate it, but I was never given that option.
This situation has not only wasted a significant amount of my time waiting for an item that is not getting or is going to be shipped but has also caused considerable inconvenience. I had already purchased all the necessary accessories and complementary items for the product I was expecting, which now leaves me with items for a product I don't have. If the order is indeed truly cancelled, I now face the additional burden of figuring out what to do with these incompatible accessories and am seriously considering jumping ship to a different brand altogether. This sudden cancellation without prior warning truly reflects the worst service I have experienced. To top it all off, I now have the added burden of figuring out the credit card payment and ensuring the refund is processed correctly and in time, turning this entire experience into a hellish and incredibly frustrating ordeal.
Customer service provided no proactive updates about the delay or cancellation, only a final, abrupt email, shortly after receiving the email, I had already been given false reassurances and told to ignore the cancellation. This complete lack of transparency and timely information has severely eroded my trust in Samsung's online store and its promises, leading to a great deal of mistrust in the brand and its services as a whole. Even with the promise of a refund, I have lost all faith. My immediate concern is the uncertainty surrounding this refund: how long will it truly take, and what genuine reassurances are there that I will receive it within the timelines stated on their website, given the complete unreliability I've experienced so far and the ongoing confusion about my order status?
I strongly advise anyone considering placing an order with the Samsung Online Store to be extremely cautious. Do not rely on whatever they say. This service is, frankly, unreliable and a major disappointment.
Update: July 14, 2025 - Supervisor's Confirmation and Continued Confusion
On July 14, 2025, I once again contacted customer support and was finally connected with a "customer support Supervisor" named LJ. LJ acknowledged the confusion with my order status and stated they would personally coordinate with the relevant team. After this coordination, the supervisor confirmed that:
My order will be cancelled due to stock availability.
I will receive an email as soon as my refund has been forwarded to my bank, once the order has been successfully cancelled.
However, despite this confirmation and more than a week after the initial cancellation email, my order page in my Samsung account still shows the status as "preparing order." This means that, according to their "system," my order has not been officially cancelled. This ongoing discrepancy between what I'm told by customer service, what I receive via email, and what my account status shows has pushed my confusion, disappointment, and frustration to new heights. Adding to this immense stress, the payment for this unresolved order has now appeared on my credit card billing statement. Given Samsung's stated refund timelines on their website, I am deeply concerned that the refund will not be processed in time to prevent it from impacting my current billing cycle, potentially leading to further financial complications. I am truly at a loss for words regarding this situation.
Can anyone even help me at this point
Update: July 15, 2025 - Further Contradictory Information and Decision to Proceed
Today, July 15, 2025, my order status on the Samsung account page unexpectedly shifted from "preparing order" to "awaiting dispatch," with an estimated shipping date of July 30, 2025, and a separate notification stating "get it by July 30."
This directly contradicted the supervisor's confirmation yesterday that my order will be cancelled due to "stock availability." My confusion, disappointment, and frustration have now reached unprecedented levels. I am completely bewildered by Samsung's inconsistent communication and internal processes.
Upon seeing this movement on my order page, I immediately contacted customer service again. They checked with their post-sales department and warehouse to understand the situation. The warehouse confirmed that the items are now available and are simply awaiting courier pickup. The customer service representative explained that the post-sales department had initially sent the cancellation email but then retracted the cancellation order without any notification to me that the order would resume.
I reconnected with LJ, the customer service account supervisor, and brought her up to speed on this latest dilemma. Due to my persistent inquiries through customer support almost every day, she "said" she contacted the warehouse again. In response to my diligent pestering, they sent an "urgent" cancellation order confirmation request to the post-sales team to officially balance out the system as a cancelled order. However, before this could fully propagate through their chain of command, my order became ready out of nowhere. Even the customer service department was utterly confused and shocked by this development.
LJ contacted the post-sales and warehouse teams in real-time and received direct answers. The relevant team then asked if I still wanted to cancel or pursue the order. Given the absolute chaos and the critical timing with my credit card billing cycle, I informed them that I would rather receive my order than endure another round of waiting for their cancellation and refund process. The cancellation process wasn't even properly initiated to the point of a refund, and I knew that by the time they would finish their cancellation and refund process, it would be too late to meet the deadline for my next billing cycle's due date. Therefore, I urged them to please ensure this is my last interaction with customer support regarding this order and to make sure I receive my product before my credit card payment is due.
Further Update: July 15, 2025 (Evening)
As of this evening, the estimated delivery information on my Samsung account order page has changed again. It now states "get it by July 23, 2025," a week earlier than the previously indicated July 30th. This continuous shifting of information only adds to the profound confusion and distrust I have in Samsung's online store operations.
