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
I always advise customers as a last ditch effort to write a letter of complaint before you escalate it to your state's agency. ACCC won't do ***. They can't take legal action on your behalf. They can investigate if it's reported in bulk but then that can take up to a year for that to come through let alone 90 days to hear a response.
