Order not delivered

[bb121]

Hi,

i ordered S25 Ultra from Samsung Education store on 21/04/2025. it was showing expected delivery date on 23/4.

the order got despatched, i received the star track tracking info. i have been tracking the order. since Wed 23/4, there have been no updates on the tracking.

I have reached out to star track and Samsung, and they just keep telling me "They are investigating". they will not refund my amount since it shows as being despatched from their warehouse.

EDIT: Can anyone advise after how many business days since placing the order and not receiving it, am I legally entitled to a refund? without them giving me the bs about 'we are investigating' and 'we will get back to you'.?

i have contacted samsung support multiple time, but all they say is "they are investigating". i have been contacting them almost everyday since 24/4.

its been 2 weeks, 9 business days since i placed the order, and i am without a phone and without $1500. is there anything i can do?

[Andyaus1]

Is there a tracking number for it?

[bb121]

yes, but the last update on the tracking was "received at transit facility" or something along those lines, and it was on 24/4. original expected delivery date was 23/4, which got updated to 24/4, and since then no updates

[_nok_]

Try sending a direct message to community managers here. Or try sending them an email here members.au@samsung.com.

Explain your issue and hope they can assist you on this.

[Bunny_Shaz]

So sad. 😢😭😞.

[jod1]

Go to the tabloids!!

[s_amsungsonny]

Hi @bb121 ,

Sorry that hear that this has happened!

Could you please send through some details listed below to members.au@samsung.com so that we can look into this further?

Name:
Phone Number:
Email Address:
Order Number:

Warm regards,
s_amsungsonny