Report Samsung Online to Escalate Non-Delivery and Refund Issue

Lboneless-skeleton on 10/05/2022 - 08:01
Last edited 25/05/2022 - 23:07

Is there anyway to report the samsung online store to any authorities when regards to item bought online?

For background, I bought S22+ in online store last Feb 15. It didn't arrive at all, and now I am asking for a refund. However, they have not still processed the refund and it is close to 3 months already.

I am wondering if there is some institution that could help me escalate this problem. I have called samsung maybe 10 times or more already to follow up this problem. Same answer everytime "We are processing this etc., please wait 10 business days etc.".

UPDATE 25/05
I have reported them to Consumers Affairs (Victoria in my case). The CA actually called me back, and told me to provide them more details. They will call the samsung, they said. I am now just waiting for updates. Please report them as well so that they will be pressured by the government.

If there is a samsung representative here, if you can help us escalate our problems, that would be great.

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Comments

  • Boioioioi on 10/05/2022 - 08:24
    +2

    If you paid with Paypal, make a paypal claim. If you didnt, talk to your bank and ask for their help.

  • metro2012 on 10/05/2022 - 08:53
    +1

    They did this to me also, I kept emailing them with the previous email trail in the message (CC'ing in all the different online store support email addresses I could find) and they eventually refunded. The customer service was shocking and they didn't even genuinely apologize.. just blamed something about increased demand.
    Good Luck getting a refund fast. As per above, I'd reach out to afterpay and explain the situation, a chargeback is probably the preferred go to for them as they have such poor processes.

    • boneless-skeleton on 10/05/2022 - 08:58

      Yeah it is also happening to me as well right now. I will try the afterpay chargeback route to see if there is any chance I can cancel it through there. Thank you very much

      • simbachen on 28/04/2023 - 20:24

        Hey how did you go with Afterpay? I am in the same boat, purchased with Afterpay but linked to my credit card,

  • Jason Genova on 10/05/2022 - 08:56
    +1

    hopefully the phone arrives after you get the refund and keep it

    • Muzeeb on 10/05/2022 - 10:09
      +1

      Would make a great read on

      ozcompensation.com.au

      Or

      ozhelpmeselectamoral.com.au

  • DogGunn on 10/05/2022 - 10:12
    +1

    Geebus, get onto Afterpay and your bank. There is a time limit for doing charge backs. You may have already left it too late.

  • 87percent on 10/05/2022 - 10:57

    what does the status of the order say on the samsung store?

    • boneless-skeleton on 10/05/2022 - 13:07

      delivered but is actually back in their warehouse already.

  • tsunamisurfer on 10/05/2022 - 11:38

    Wow….3 months!

    You guys are patient.

    I'd be having a stern conversation after 4 weeks.

    • boneless-skeleton on 10/05/2022 - 13:08

      I did, so essentially I have been talking about the redelivery or refund for 2 months. so infuriating!

  • Axelstrife on 10/05/2022 - 12:30

    Im at a month and a half and no refund from Samsung for a cancelled item.

  • burningrage on 10/05/2022 - 12:46

    I feel for you. It took me more than a month before finally getting the phone.

    In fact, I am still waiting for the instruction on how to send my traded in phone and so far, I haven't been charged the tradein costs nor the $60 fee.

  • Robin Kshetri on 10/05/2022 - 13:35
    +1

    I had the same experience. Ordered a Dryer on 3rd April….Called them 3 times, had an online chat, etc. but never got my delivery.
    So I emailed them requesting refund and cancel my delivery. Then I got a call saying to expect a delivery on 6th May.
    Then I got responded to my email (after few days) that they will ask their accounts to refund my money.
    Didn't even bothered to apologize or ask what happened.

    Anyways 1 month+ and my dryer has arrived.
    Let's see when will Samsung realise its too late to refund me or if they even realise.

  • Booster on 11/05/2022 - 08:17

    Been over 6 weeks since I rang up and cancelled the buds and the watch from the s22 Ultra deal. Received cancellation confirmation immediately. 10 plus phone calls since and still no refund. Pathetic.

    • boneless-skeleton on 25/05/2022 - 23:05

      I have reported them to Consumers Affairs (Victoria in my case). The CA called me back, and tell me to provide them more details. They will call the samsung, they said. I am now just waiting for updates. Please report them as well so that they will be pressured by the government.

  • OZBargainer in SA on 11/05/2022 - 12:49

    You've been very patient. Email or Chat with them and say that this is the last message that you will be sending them before reporting them to consumer affairs, unless they refund (not just reply) in 3 business days.

  • Schikitar on 11/05/2022 - 16:36

    Oh wow, so I'm not alone then! I ordered a Q950A soundbar on Jan 31st and I have made repeated attempts to get a status update on this. A about a month or so ago they even sent me a delivery email "expect this next week" ..nothing.

    What can we do collectively? It seems that Samsung Online are very shonky operators - taking money, not delivering goods! It's to the point now when I call and get in the queue that I either get some sort of "we're too busy" message or they will just disconnect me. The best support I have found so far is via the Samsung social media account on Facebook, at least they seem to be trying but I suspect even they have their limits!

    • boneless-skeleton on 25/05/2022 - 23:05

      I have reported them to Consumers Affairs (Victoria in my case). The CA called me back, and tell me to provide them more details. They will call the samsung, they said. I am now just waiting for updates. Please report them as well so that they will be pressured by the government.

  • Local Bogan on 11/05/2022 - 23:47
    +1

    They delivered mine to the wrong address 2 months ago and they still haven't launched an investigation with the courier, yet I reached out to the courier on the day of delivery and they confirmed they delivered to the wrong address. What a joke, and if I launch a bank dispute, Samsung has evidence showing its delivered per the tracking number, guess I have to wait another 10 business days…

    • boneless-skeleton on 25/05/2022 - 23:05

      I have reported them to Consumers Affairs (Victoria in my case). The CA called me back, and tell me to provide them more details. They will call the samsung, they said. I am now just waiting for updates. Please report them as well so that they will be pressured by the government.

  • sicinadan on 25/05/2022 - 07:01

    Ordered A Samsung tablet and tablet cover on the 21/03/2022
    Delivered on the 17/04/2022

    A refund was requested by me, and Samsung started the refund process.

    Both items were sent back to Samsung on 19/04/2022.
    Signatures on delivery for both items.

    Samsung only refunded the tablet on 26/04/2022.
    The tablet cover is still yet to be refunded (399.2 to be refunded )

    Called so many times, and I was told: that it has been escalated.

    40 days since the item was delivered back to Samsung,,,,,,,
    ……. useless….. me……………

    • boneless-skeleton on 25/05/2022 - 23:03

      Same. I already reported them to Consumers Affairs. The consumer affairs actually called back and said they will talk to samsung. I will keep you guys updated.

      • sicinadan on 26/05/2022 - 06:32

        LOL maybe I should just get your case number and just tell them : FYI here is another similar case hahahah

        • boneless-skeleton on 27/05/2022 - 22:21

          Yeah I forgot to get the case number from the agent xD. But the girl who called me is from the justice deparment, cause I have her government email account. Report them as well since it is been very long since the time of purchase.

      • sicinadan on 27/05/2022 - 07:33

        Got a call from samsung customer manager , they are " looking into this matter" and will get back ASAP, as of refund timeframe, they have no idea :D

        haha

  • paul09 on 01/06/2022 - 10:06
    -1

    I would strongly advise anyone to avoid samsung online store at all costs. I stupidly assumed Samsung being a big reputable company with a nice looking online store, would be fine to buy from. Terrible mistake. Paid thousands of dollars for TV back in march. Since then, new models have come out, and I'm yet to get the TV still in June.

    Every time i call customer service I am promised 'this is being escalated to the back office and the courier has estimated delivery of [time frame within 1-2 weeks]'. This morning I've been promised 'the courier will let you know a date from today to June 6th'. I politely explained this isn't acceptable the 4th or 5th time over, I want them to have the courier book in a date today, not demanding to deliver today, just at least call me to book a date (I paid $300 for premium wall mounted install…). Nope, can't do it. 'It is escalated to back office' - 'that's what I was told the last several times' - 'i'm sorry'…

    Samsung claim the courier has had the TV since April, and yet the courier has no tracking available. Actually they gave me an internal tracking number, I couldn't find a website to put it in, asked them where do I track, Samsung person then apologised explaining they check with their supervisor and apparently general public can't access the courier tracking, Lol, what???

    I would just do a credit card chargeback at this point given it is a criminal enterprise running a large scale fraud, but I ordered other items in the same order which have been delivered already, and don't want to end up generating even more issues out of this horrific samsung experience.

  • SamOzbmh on 07/06/2022 - 13:06

    Avoid the Samsung online and even their products like plague. Not worthy. I have ordered a monitor on 1st Feb. No product nor refund. I wanna raise a CAV complaint. Could someone post the URL or process for complaint please.

    • boneless-skeleton on 07/06/2022 - 23:31

      Here it is - https://www.consumer.vic.gov.au/contact-us/resolve-your-prob…

      They call back but I didn't remember how long. maybe about a week. But they update slow as well. Still better to report them so that they will have a record in their name.

      • paul09 on 09/06/2022 - 13:18

        I've submitted a general complaint to ACCC. I'll submit a specific one to consumer affairs too, thanks. I don't expect to get anything from it, but might as well.

        Hilariously following my prior post, I called this morning and get told 'the TV seems to have disappeared…it was logged being handed to courier warehouse in april and never logged again, it didn't arrive to melbourne'. Funny none of the prior customer service reps bothered to mention this and kept claiming it would be delivered within a week or 2.
        The customer service guy was nice and trying to help but they seem to have no power. 'I can see your case has been escalated repeatedly, but nothing from courier'
        Now left with a promise of 'escalation' again, agreement that TV is likely lost or stolen and promise a supervisor will call me back within 24-48h. I will be surprised if I actually receive a call.

        I asked what would be the process if I ask for a refund - that was even more delicious - at least the guy was honest. Tells me 'there will be about 30 days to see if refund is approved, then some time to process it if it is'. What a completely outrageous operation. I have no doubt they would just decline the refund claiming TV is 'on the way in 1-2 weeks' for the 20th time. Lol

      • SamOzbmh on 17/06/2022 - 09:41

        Thanks. I have raised a complaint but useless. I guess we are eligible for class action.

  • SamOzbmh on 17/06/2022 - 09:36

    Samaung turned out to be not so trust worthy as expected. I was tending a little towards the products recently due to green initiatives but no only green they care about seems to be money.

    I never received a Monitor I ordered for on feb 1st nor getting the refund. This is outright scam. We need to find a way to open a class action law suit.

  • gooner85 on 17/06/2022 - 14:31
    +1

    Samsung online are one of the worse buying experiences I ever had.
    Bought off the education store A73, tried to cancel the night morning. Said I'd have to wait until it came to return.
    After receiving, had to call 3 -4 times at 30 mins each to get them to accept the return and to send the return postage paperwork.
    Had to chase up x2 again to get them to send it. In the end got a tracking return code and sent it via Auspost. Still haven't got the refund yet but they are easily one of the worse experiences I have had returning an item.

    What a joke

  • DodgyDavesDiscounts on 01/07/2022 - 14:06

    Similar experience here, ordered a washer and dryer. Over a month later and it hadn't shipped i cancelled it. That was late March i ordered. Cancelled in May and still waiting for refund. Have done the whole NSW fair trading (they said they can't do much more as they are going to refund).

    Not sure what to do next.

  • paul09 on 03/07/2022 - 05:15

    I'm still waiting on TV paid for on March 16th. Completely outrageous. Customer service beyond hopeless - every single time just lies about internal escalations and it's coming next week.

    Lesson learned. Can't even request refund because of the completely outrageous refund process. ACCC was not able to help me. Claimed that 'reasonable timeframe for delivery' is some sort of grey area and I'd probably need a lawyer if i wanted to dispute - WTF? I'm really getting tempted to call bank and try chargeback.

    I'm at a complete loss. I emailed them, wasted hours of my life on the phone to them, posted in their forum and got the same lies I get fed on the phone. I really regret buying from a faceless online store now, as I can't just take the nuclear option of walking in and making a scene if they won't refund on the spot. There seems to be literally nothing I can do and my money has essentially been stolen lol

    • boneless-skeleton on 04/07/2022 - 13:25

      report again to ACCC (or the consumers affairs in your state). They will probably negotiate your case again since its almost 4 months now. Mine hasn't been refunded yet as well :(

      • paul09 on 09/07/2022 - 13:05

        Have you got anywhere yet?

        I posted on the support forum asking for help - it seems to have kicked off some additional level of escalation. They gave me a $200 prepaid mastercard with an apology which is at least the first sign of anyone at Samsung actually caring at all. Also had courier actually book in delivery out of nowhere, only to then cancel and tell me they can't find the TV in the warehouse…lol (after I made the effort to be at home of course).
        Phone support is just infuriating in their uselessness. I don't really blame the actual support people, they just have no power to do anything meaningful, for example they explained to me they are not allowed to contact the courier directly, only their 'back office' team can, and back office team not allowed to speak to me directly…seems more like an overall organisation problem, in that a customer service situation can get this bad (about to hit 4 months wait) without any direct escalation pathway to fix it - no matter how bad it gets, you still just have to sit in queue in their 'process' which moves at glacial pace.
        ANC told me the TV has never arrived in their warehouse. Samsung told me it has and they would email me confirmation (promised email hasn't come - honestly I didn't expect it to). ANC guy was actually helpful and offered to join a 3 way call with Samsung to figure out where the TV is, Samsung can't do this though because banned from speaking direct to ANC… just ridiculous.
        Following all this, I then get a text from ANC saying delivery is booked for Monday. I basically expect a repeat of Friday - driver goes to warehouse, can't find TV, and it's cancelled again. No idea whether it's actually there or not, ANC says not, samsung says it is but can't provide confirmation…lol

        So the saga continues, but at least there's actually things happening now.

  • hawkeye93 on 10/07/2022 - 08:49

    LOL , same happened to me. I talked to my bank and got refund in a month. ZipPay does have buyer protection, not sure about AfterPay. Better talk to them.

  • Mbakeraus on 28/09/2022 - 21:47

    Omg just came across this thread. Same experience here.

    Ordered TV on June 22. They postponed delivery a bunch of times so I called to cancel, and bought at JB Hifi instead.

    It's now almost October and no refund.

    The TV was never delivered to me but they say it's not returned to thier main warehouse. I've called the courrier company and they don't have a warehouse, they just collect from Samsung daily and drop back anything not delivered.

    I call every other week and it's 'escalated to back office' but no help. I've got really mad on the phone and the call center staff have no further escalation points. I've called head office (no answer) - I'm almost ready to fly to Sydney to see them.

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