Worst customer experience - No delivery and delays

[PL1989]

It looks like I am not the only person who has had terrible customer service for an online order.  I have ordered a Samsung Airdresser on 7 December 2022 and was originally due to be delivered on 12 December. I get an SMS from the courier on the day saying "delivery failure" however when I speak to Samsung customer service they say the courier never picked up the goods and they would arrange re delivery.

Over 1 month later and no update on my delivery. I call each week and I have had Samsung customer service escalate to back office and then management and then be told to wait 2-10 business days each time. When I have asked to cancel the order I get the same response and have to wait yet another 2-10 business days?  Each time I am told I will be contacted by a case manager but no one from Samsung has ever contacted me.

Really disappointing from such a large company that is Samsung. If I don't get a prompt resolution either a refund or delivery in the next day then I will also raise a complaint to NSW Fair trade.

[SamsungErika]

Hi @PL1989,

I'm really sorry to hear that you are experiencing delivery issues.
I'd really like to look into this for you.

If you could send an email through to members.au@samsung.com with the below details, I'll have this issue escalated for you.

Subject: SamsungErika - Airdresser Delivery Delay

Body: 
Order Number:
Name:
Phone Number:
Email:

Kind regards,
SamsungErika

[PL1989]

I was told by online customer service that my case has been escalated many times. I was also told that my order will be shipped today 16th Jan but still no update from Samsung. I spoke to online customer service and again I get conflicting information saying that the 16th January was not guaranteed shipping date. I still do not know when my order will arrive over a month after ordering.

Body: BESPOKE AirDresser Clothing Care System with Sanitisation and Wrinkle Reduction - DF60A8100HG
Order number: #AU221207-32660421
Name: Priscilla Lee

I won't release my email and phone publicly as you should be able to get this from my order number.

[PiligrimmScott]

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[KingEddi]

I sent message.

[wallacemaxwell]

Did you managed to get your order?

[Disappointed77]

I too am having a bad delivery experience with my Samsung Order for a Pet Stick Vacuum. I wish I had never ordered now as almost a month in and no delivery date and no idea where my product is. I contact Samsung repeatedly but get told 5-30 days before delivery. Who waits 2 months for a stick vacuum in this day and age, I could have went and bought one every day of the week at a store by now. Don't hold out much hope of ever seeing this order fulfilled. Why Samsung say on their website that they have stock of this product when that is clearly not true.

[SamsungClaudette]

Hello @Disappointed77

I am so sorry that you are having this issue. I would really like to look into this for you. If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue personally escalated for you.

Subject Title: SamsungClaudette -Pet Stick Vacuum Delivery Delay <----Please post this in the Email Subject as well as your community Handle.

Customers Name
Online Name
Email
Contact Number
Preferred Call Back Time
State
Model
Serial Number
Product Issue

Kind Regards,
SamsungClaudette

[JaeLov3z2]

You are not the only one. Try 5 months and no appliances!!!!

[SamsungClaudette]

Hello @JaeLov3z2

I am so sorry that you are having this issue. I would really like to look into this for you. If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue personally escalated for you.

Subject Title: SamsungClaudette -  5 Months Delivery Delay <----Please post this in the Email Subject as well as your community Handle.

Customers Name
Online Name
Email
Contact Number
Preferred Call Back Time
State
Model
Serial Number
Product Issue

Kind Regards,
SamsungClaudette