Galaxy S8 ultra promo gift despatched status

[sraj49]

Ii got the order acknowledgement from Samsung for the promo gift on March 18th. I have been trying too total good phone, chat and email.. Everyone on phone and chat I get an update that the item has been handed over to the courier and I will be receiving the tracking info from them. My email is still unanswered after more than 5 days. The last update I got through chat said that the item is ready same will be hand over to the courier. This is different from the earlier updates as per which the items have space been handed over to the courier. Why is it like this? Why can't you be truthful and let me know what is the status. Such a big company and a very poor customer service. I need the keyboard cover urgently to protect my Galaxy tab s8 ultra. Your immediate action and response would be highly appreciated. Thanks

[SamsungLaura]

Hi @sraj49, I apologise for the experience you've had getting an update on your order. 

Generally if your order is on 'Preparing dispatch' it is somewhere between being packed for delivery or awaiting pick up by the delivery service.

Tracking links are not sent out until the delivery is picked up by the courier and on board for delivery. 

I hope this clarifies things.