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.
Further Update: July 16, 2025
Today, July 16, 2025, my order has officially been shipped through LBC Express. Furthermore, the status on my Samsung account order page has now been updated to "on the way." While this is a step towards resolution, the journey to this point has been marked by extreme confusion, conflicting information, and significant frustration, highlighting severe inconsistencies in Samsung's online store processes.
