Z-Flip 6 Pre-Order 'Lost In Transit' / Terrible Customer Service

[Nikki19]

Hi,

Posting to create awareness and still hoping Samsung will finally do the right thing and Replace the lost items.

I pre-ordered the z-flip 6, accessories and Galaxy buds on the 13th of July and expected delivery was 22nd July, the only correspondence/update the I received was 1 email explaining that there was a delay with the buds and they would be shipped separately. After being patient I was starting to get concerned that the phone and other accessories had not arrived and my order still said awaiting dispatch. After contacting Samsung numerous times and being told conflicting information their logistics department finally deemed my order Lost in transit and was advised my order would be refunded.

I immediately responded stating my preference for the items to be replaced and not refunded which im well within my rights to do so under the ACCC Consumer Guarantee.

What is not reasonable is Samsungs response, suggesting that if I still wish to receive the goods then the only remedy is to offer me a partial refund to repurchase the items but at a now higher price than I originally paid. This is obviously the preference for Samsung and certainly not convenient nor fair for the consumer. 

The below email is the shocking response to my request:

Good day, I hope all is well with you today.

I have confirmed with our logistics team that the orders under the tracking number EFJZ60455947, which are the phone (Galaxy Z Flip6 and its accessories) are considered Lost in Transit and will be refunded. I tried my best to request for a replacement instead of it being refunded, however, the only remedy that our internal team provides for Lost in Transit item is refund.

If we cancel the rest of the items that are not connoted (Galaxy Buds3 Pro and Galaxy Buds3 Clear Case), that’s the time the refund will be processed and completed.

Should you wish to re-purchase the same exact items, we are more than happy to provide you with 30% partial refund.

Van - Voice of Customer (VOC) Case ManagerService Division

[tojy]

The service is absolutely pathetic. I ordered my Fold 6 and Watch 7 on 12/7/24 and AFTER an ENTIRE MONTH it moved from 'order accepted' to 'awaiting dispatch' on 12/8/24 and STILL NO CLARITY on when I'll recieve my order. Its been stuck on 'awaiting dispatch' since 12/8/27.

I've raised the fact that theyre breaching ACCC consumers laws and they dont seem to care whatsoever and it's always a generic off the script response whether it's via email, phone or chat.

@SamsungSilky here said they'd followup but still haven't given me an update.

They're basically holding our money for ransom

[blunderbuss89]

ACCC won't do ***.

[Nikki19]

@tojy have you received any update yet?

[tojy]

Nope nothing; just the same bs:

Thanks for reaching out and expressing your concerns regarding your order.

We understand your frustration with the delay and sincerely apologize for the inconvenience it has caused. Despite our best efforts and daily follow-ups, we have encountered unforeseen issues that are affecting the fulfillment of your order. Please know that the relevant team is aware of the issue and are working on it as quickly as possible. 

As of now, we are working diligently to address these issues and will keep you informed of any significant progress. I am temporarily overseeing your case while your case manager is away, and rest assured, we are committed to resolving this as quickly as possible and will provide you with more detailed update as soon as we’ve received it. Thank you for your patience and understanding.

[tojy]

How about yourself?

[Nikki19]

Nope nothing here either unfortunately, pretty much the same bs as you:

I hope all is well with you today.
Please know our team is still working to provide you with the final resolution on this issue. I sent a follow up today with your request and get back to you once I receive a response.

This has been such a stressful and exhausting experience. I really hope they rectify this soon, I too feel like my hands are tied. I've tried literally everything.

[Nikki19]

It's absolutely disgraceful, especially from such a so called reputable company like Samsung. I also contacted startrack and Auspost who advised that they never received the order in the first place and they had emailed Samsung to check with their logistics department and got no response. I feel like they just decided they don't want to honour their promotional price anymore so aren't sending the goods. Why else would they offer a refund for me to repurchase at a higher price. It's wrong on so many levels.

[Nikki19]

@SamsungSilky @SamsungErika @SamsungClaudette

[Shengerrr]

Their poor customer service is a well-known issue and they don't seem to improve it. I have dealt with them multiple times and all went terribly wrong without a proper resolution. Plus the Ausrion trade up has been having issues as well and there is no direct contact number through them but email. I think they just think they are a big company and don't really care about it cause if you don't want to buy their products, there are still a lot of people want it. After this phone I will be getting Google pixel phone.