Last June 15, I ordered a Galaxy Watch Active 2. Item was paid and order was confirmed the same date. It was stated in the FAQs that provincial deliveries usually take 8 business days so fast forward to July 27 (8th day), the item hasn't been delivered. I then called the Customer Service at #425299 to check the status of my order. He apologized and said that there had been delays in product shipment from overseas. He mentioned that the arrival of the item in the store is by 2nd week of August and if the buyer opts to cancel the order, he/she may do so though refund would take 21 business days. Since refund would take longer and this is a gift for my dad, I said I would just wait. Fast forward to August 12 (2nd week of Aug), I checked the order status in my Samsung account but there hasn't been a change, it's still "in progress" so I called the Customer Service. He mentioned that the item has arrived and is ready to ship but he said he'll have to confirm this with the Logistic team first and ask for the delivery time frame then get back to me within the day or in the morning of the following day. I said I prefer to get his update via email since I have a poor signal at home. I waited for an entire day but there was still no update so I called again on August 14. I was able to talk to the same Customer Representative and he said he'll call me in the afternoon as employees are undergoing a rapid test. I waited again but there was no call the entire day. I have been ordering online for as long as I can remember and this is my first time to get disappointed with a service. And to think this is an official store. I understand that there will really be delays due the current COVID-19 situation but is it too much for a customer to ask for an update? I know that the item I bought isn't as costly as the other products but shouldn't all orders be given importance and attention? I don't know if I'm the only customer experiencing this here but it is REALLY DISAPPOINTING. Had I known the official store of Samsung on Lazada, I could have ordered there. Usually, when a customer reports a concern for the 1st time, the customer support team will fast track the process or at least keep the customer updated until order is delivered. But here, if not for my initiative/constant calls, I wouldn't get ANY update. I hope Samsung can IMPROVE its online store services. Please note that as of this writing, I haven't received any update yet as to when my order will be delivered. It was supposed to be a birthday gift but now it seems more like an early Christmas gift! It has been a month already since the order date! I hope someone from the Customer Service team could look into this matter.
Yes, it's truly disappointing. I was told again when I called last week that arrival is now by 3rd-4th week of August then upon arrival, I'll have to wait another 5 days before the item gets dispatched.