I placed an order for a Z Flip 4 (standard colour) on 13 September 2022 and I paid extra for named delivery on the 18 September 2022. The item was showing as in stock with delivery 2-3 days. I opted for 13 as it was a Sunday and wanted to ensure I was at home. The order confirmation email states:“We’ll send you another email once we’ve dispatched the items in your order, usually within a day or two”I received an email on 18 September stating:“We regret to inform you that you recent order has been delayed, due to unforeseen circumstances beyond our control”The email stated that the new estimated delivery date was 19 September 2022.The order never arrived - not surprising as no delivery companies were working on the 19 September. On the 19 September I received the same email as the day before stating the same reason for delay and a new estimated delivery date of 20 September 2022.I also received an SMS message confirming delivery by 20 September 2022.The order never arrived.Upon checking the Samsung order webpages it states the order status is:“Shipped” and the order arrives on 21 September 2022 The order never arrived.On the 22 September I spoke to the UK customer service centre who raised a manual cancellation request to cancel the order.I received an email stating the order could not be cancelled because it had “shipped”.The order has not arrived. I have received no further emails or SMS messages from Samsung about the order. My credit card has been charged in full.After contacting the UK customer service everyday since the 18 September I have been told:“No worries, we will let you know when the order comes”“The delay is due to high volumes of orders”“The order has been shipped and is with the delivery partner”“The order will come anyday - no worries” "It has already been picked" I do not believe any of these statements are true.On Friday 23 September 2022 I shared my complaint with a Samsung customer service representative via the online chat function. I was informed that a supervisor would call me on the same day (23 September 2022) to discuss my complaint.I never received a call.At 17:00 on Friday 23 September 2022 I called Samsung UK customer service to explain my dissatisfaction again and to request cancellation.During this call the representative confirmed that the order was delayed due to the items being out of stock until 6 October 2022. This is the first time I had been informed that the order had not ’shipped’ and was not available for shipping.I asked again that the order was cancelled and the customer service representative raised a request for cancellation I was informed it would take 24 hours and I would receive confirmation.I have not received any confirmation of my cancellation request. On Saturday 24 September 2022, I called Samsung UK customer service to ask why the order had not been cancelled and was informed that it had not yet been processed (despite 24 hours passing) and to give it “more time” On Sunday 25 September 2022 I called again and yet another ticket was raised for cancellation.At the time of writing, Monday 26 September 2022, I have not received the order and when using the online chat function I have been informed that the order has been picked and stock allocated - I have no idea what this means because the same customer service representation has also informed me that the parcel has "been picked up from the warehouse and now at the sorting facility to be forwarded to the courier"I do not believe any of this to be true. Thankfully as I purchased on my credit card I will raise a Section 75 refund request.How on earth can Samsung behave in this way? I have wasted hours and hours because they don't tell the truth nor do they communicate.A shameful company and I hope my experience seriously makes others question whether they should purchase from Samsung.
