Samsung Delivery Delay and Refund Process

inmeltingpot on 27/08/2025 - 13:31

Hi cheapies,

I just wanted to see what other people's experiences were like, in terms of getting Samsung phones online order and delivery. Has anyone who recently ordered the S25 series with current promotions already received their phones?

I've ordered my S25 on 14 August and received the confirmation email saying my delivery is from 25 August, which I didn't realise at the time of order. I've tried to find out about the actual delivery dates and it was absolutely impossible to find the right team to get this info. Call centre is just a bunch of overseas sales/marketing people who are only focused on selling and giving out voucher codes, they have no access and information available in terms of actual orders and etcs. All they could say was corresponding with the right team and literally, reading out some scripts that my order is awaiting dispatch status, which means they are just waiting for courier to pick up my order. There is no way in New Zealand that they can't allocate couriers for over a week. I wonder whether they are waiting for phones to be delivered from overseas, but they never admit this. At some point last week, I couldn't even see my order status in the app, which started making me feel a bit concerned. After numerous chats and contacts, they said it was a known system issue and now I can at least see my order status in the app again. Then, in the app, it says my delivery/shipping now starts from 16 September. I questioned this to the team (again, there is really hardly anyone you can make direct contact about the order to ask this type of info), and after a few days, I finally heard back from different team saying they've got so many orders, much more than they anticipated, so my shipping is delayed till the week of 22 September. There is no way I would wait for my phone that long, so I requested a refund or any other remediation to resolve this, but yet, still it's almost impossible to talk to their right people and right team dealing with the orders. So far, I understand they have their call centres (which I believe are just overseas employees), one person from eStore team answering emails, case management team and post-purchase specialist. There is no physical shop you can go and talk to, no real person in New Zealand you can deal with if and when a problem arises. It almost feels like they don't want people to be able to cancel the order with so many secrets and control. Surely, we have some consumer protection rights to be able to cancel and/or return the order if there is an issue/delay or can't fulfil by them, right?

I know there are a lot of information and interests around samsung phones here in cheapies with different codes and possible discounts, I really feel like a big reputable company like Samsung should do a lot better for its customers. My gut feeling is that there are a few samsung employees actually posting and looking at all samsung related posts/comments here in cheapies to either do some promotions or shut down the promo codes stacking. Given that I've been making so many complaints about this particular experience I've been having, I'm sure they can actually find out who I am. I thought it's worth taking this risk to start this general discussion forum and hear from what other people's experiences were like, then perhaps Samsung can finally listen to customers, learn their lessons and do better for customers.

I understand there were a lot of discussions and complaints about issues with trade-in devices too, which makes me really nervous about doing a trade-in purchase. I've searched google about the Samsung's delivery date issues and it seems that some people have also experienced the same issues. They somehow use a different delivery system for different order, so even if it's the same device with all the same specs, depending on when you order, your later order could actually come a month earlier than my earlier order. Currently, there is no information about late delivery delays of the S25 series in their website, which I believe means that if you order a phone today, it'll likely be delivered tomorrow or the day after.

Maybe I am a bit overreacting, but I'm just so stressed out with this and needed somewhere to vent my PTSD! Perhaps there might be some other people who have been experiencing the same thing and disappointed..

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Comments

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  • falloutshank on 27/08/2025 - 13:45
    +1

    When it comes to refunds/warranty due to change of mind or other reasons etc…. It will take it least one or two month for the refund to take place after many calls and emails back and forth with them.

    I understand your feelings on this but you must keep up the pressure on them, keep all your communications in case you need to go to tribunal etc. That is why I will never buy oled monitor and Whitewares from them.

    Some folks have reported sucess if you email the CEO at https://www.samsung.com/nz/support/contact/ you could try that.

    • inmeltingpot on 27/08/2025 - 13:54

      Thanks for this, I know it may be an early stage, but given the way they were dealing with the issue, I was literally thinking about having to go to dispites tribunal to fight. It's hard enough with just a phone like this, you are absolutely right that no way I will ever go buying any other whitewares and big electronics from Samsung!

    • AleBeerenhoff on 27/08/2025 - 13:54
      +1

      ^^ this. After having a similar issue (ie slow/no communications, delays, etc) whereby I cancelled order, placed a chargeback (providing all communication attempts to by bank) and ordered from a normal retailer (ironically at a cheaper price too) who delivered literally 2 days post order (only to have Samsung attempt delivery some time thereafter even after me cancelling/charging back); as a result, I only only ONLY purchase from Samsung direct when I cant get a comparable price elsewhere AND I don't care if it takes weeks/etc to arrive and potentially don't care about any future event (which requires customer support). Its amazing how a company of this size can be so totally incompetent; and be happy with that service level for so long (its literally been like this for years).
      Sorry for your pain, but I can certainly feel your pain

      • inmeltingpot on 27/08/2025 - 14:02

        It's absolutely hideous. I would say that Samsung does not treat some of the other big countries like the way they treat us here in NZ. Being small country should not mean that they can treat us with this level of service. We are not talking about a small business here, Samsung is a massive global company who should do a lot better.

        • AleBeerenhoff on 27/08/2025 - 14:40

          Yup 100% agree.
          In contrast the Panasonic customer support is amazing (at least in my experience - ymmv); case in point, I had a question last week, about parts availability for an old TV which was showing some issues, and they came back with a direct answer (within a couple of hours) from a technical person who was able to speak from experience. Night and Day.
          If anything this reinforces the age old approach of voting with your wallet and just don't support companies that are not aligned with your expectations/needs. As such, I don't buy Samsung products any more (unless its simply unavoidable).

          • inmeltingpot on 27/08/2025 - 15:06
            +1

            @AleBeerenhoff: I fear that there isn't much competition in the android phone markets and that's why they continue to provide as minimal as possible customer service. For other whitewares, TVs, monitors and etcs, there are many other companies you can choose from, which we can definitely vote with our money. Your experience with Panasonic should be the standards for samsung as well and perhaps there might be some people who never had a bad experience or issue with Samsung either (admittedly because it never happened to me either, I thought myself too that perhaps it wasn't too bad), but the problems definitely start to get bigger and uncontrollable when things don't go the right way, which seem to have been common cases for Samsung dealing with their orders and customers, for quite a while now.

  • pdevonporf on 27/08/2025 - 17:14

    I wouldn't panic, there webpage and shipment information has always been rubbish. I brought lots of stuff through Samsung and their shipment information is nonexistent until it leaves the warehouse or even sometimes the very day it arrives in your letterbox. Large appliances aren't too bad because it's handed over to the shipping company and they are usually very informative, but items dispatched from their warehouse don't seem to be logged at the same time.

    • inmeltingpot on 27/08/2025 - 17:43

      heya - appreciate your input here. I wish I can just let it go, but what really bugs me is the fact that their webpage and shipment information has always been rubbish. How can such a big reputable company operate like that for years in NZ and what are they doing about it.

      • kfr23 on 27/08/2025 - 18:23
        +1

        I can guarantee Samsung don't care, and they aren't going to do anything to fix it. Samsung probably does far more revenue through retailers than their own online store.

        • inmeltingpot on 27/08/2025 - 18:58

          Yeah, it's really depressing eh.

  • pandai on 27/08/2025 - 18:47
    +1

    I didn't read the post, but did have an issue 2 years ago with a cancelled order they failed to refund. I was pretty patient for a while.

    It was $2100.13

    Eventually went to my bank and requested a chargeback - even they didn't hear back from Samsung. So they just went ahead and processed it and refunded the money.

    • inmeltingpot on 27/08/2025 - 18:57

      Thank you, hopefully I won't have to go through my bank for a chargeback, but it's good to hear your case. I mean seriously I have never had an occasion where I have to even think about possibility of chargeback. Definitely not for a big company like Samsung for sure.

  • Lieutenantdave on 28/08/2025 - 09:10

    I ordered S25U, watch 8C, Buds 3 pro on the 18th of August, received everything by the 20th.

    Have never had issues in the past with Samsung with delivery and customer service and also done 3 trade ins, and havnt encountered any issues. Still waiting for my latest trade in to be accepted (so fingers crossed).

    But most big companies like Samsung are all holding stock in Australia or overseas. Most of the time stuff I've ordered that has to come from Aus gets here pretty quick after ordering (less than 3 working days).

    Customer service I have dealt with, for other companies like Bose, Sony, Sonos over the phone have been horrible, most recent shite experience was with Sony, had a faulty product, after like 5 phone calls, numerous emails they accepted that the item was faulty which took 40 days to even be able to send the item back, then another 2.5 weeks to be able to get a replacement.

    • inmeltingpot on 29/08/2025 - 00:01

      Lucky you for your great experience. I kinda wish there was someone I can actually ring and talk, even if it's a shire experience. At least you can talk about your issues directly, not just a random sales person…!!

  • Everettpsycho on 28/08/2025 - 21:02
    +2

    Samsung on one hand generally ships pretty fast and if it goes smoothly have been fine to deal with. However, if it doesn't go perfectly it's a horror show.

    Their estore team is the biggest shambles out there and completely uncontactable even by their own internal staff. In the past I have ended up in arguments with the poor call centre staff about the estore team being a joke and how can a company that size not have any way internally to deal with complaints, all the call centre could do was email the estore team and they might get back to you, they didn't. I even asked the kiosk at Westfield about them and they basically wished me good luck with my endeavours as that team is known to be horrific within Samsung.

    It screams they just farmed it out to some rubbish company that's running a low budget operation with no customer support staff. I've still taken the risk buying again as the phones much cheaper than not buying it from them and let's face, android options aren't that great here, but now I'll only put it on the credit card so I have some protection behind the Samsung team.

    • inmeltingpot on 29/08/2025 - 00:03

      Exactly this!!!!!!! You pretty much summed it up perfectly. It's really sad that we don't have many andrioid options.

  • Rax85 on 28/08/2025 - 21:47

    I ordered a S25 Ultra and Galaxy Watch 8 last Thursday 21/8. That time, it was mentioning these products were in stock. Although a slight delay, I received the whole package yesterday. Never had issues before as well. Happiness from my side! Still have to do the trade-in though.

  • quote on 28/08/2025 - 23:57

    I ordered the s25 and buds week or 2 ago and said when i was ordering it that it would ship 15 September, on orders page still says that.
    Better a little wait than out of stock

  • mpc on 29/08/2025 - 08:34
    +1

    @inmeltingpot you can try the email addresses I mention here https://www.cheapies.nz/comment/248705/redir. Wishing you luck as they're a PITA to deal with when things go wrong.

  • Zyo on 29/08/2025 - 13:09

    Ordered from Samsung a bunch of times (including two s25s separately) they all got delivered pretty quickly.

    No issue with them at all

  • y2k on 29/08/2025 - 15:38

    I've ordered three phones and a monitor through their estore (all separate transactions). For the monitor and first two phones, the process was easy, and the deliveries were all really quick.

    However with the most recent phone I bought, the process was an absolute nightmare. It took 20 days for my phone to be delivered. After I finally got my phone, they then charged me a trade-in charge back AFTER I had already sent in my old trade-in phone and had received the confirmation email that the trade-in was accepted and I didn't need to do anything further. Took another three days of back and forth emailing support who had to forward me to another team. They finally confirmed it was their mistake and I'd get a refund but couldn't explain why I was given a charge back in the first place. To top it all off, it took three weeks before my refund was actually processed and money was back in my account.

    I feel for you OP, it seems like when the process goes bad, it really goes bad. It doesn't help that tracking delivery basically doesn't exist as their website/app either doesn't work or the delivery status is not up to date, and their refund process takes so long!

  • Rgrdr on 02/09/2025 - 18:52
    +1

    I just emailed this to Samsung ‘email the ceo’. Lets see what they respond with.

    Hello valued inconvenience,

    Thank you for once again stepping into the Samsung experience. We know you didn’t come here for solutions. You came for the ritual. The unanswered emails, the scripted phone calls, the endless stock shortages. This is who we are, and we embrace it.

    When you call us, we connect you to our offshore recitation team. Their job is not to help you but to assure you that your problem has been “escalated” to a department that does not exist. We have found that nothing soothes customers more than the promise of invisible progress.

    Our inventory system is our proudest achievement. You want the device in black? Too bad, only pink. You want the one advertised everywhere? Out of stock. You settle for whatever colour is left and the website rewards you with a promise of next-day delivery. Four days later we are still “preparing” your order. This stage can last forever. Think of it as meditation.

    If you try to complain, we offer the sacred 0800 line. There we provide e-vouchers, because nothing says “we failed you” quite like forcing you to buy more from us. On WhatsApp our automated friends will serenade you with copy-paste responses. They are programmed to frustrate you until you give up.

    This is not customer service. This is endurance training. We are not trying to solve your problems. We are teaching you patience, despair, and acceptance. These are life skills. Consider us your personal growth coach.

    And yes, we know. The whole world knows. Samsung service is a punchline. We are folklore. We are legend. And we are not ashamed.

    So please, carry this with you to our next shareholder meeting or global showcase. Present it under the title: “Samsung Customer Service: Redefining Rock Bottom and Owning It.”

    Proudly unhelpful,
    Samsung

    • inmeltingpot on 03/09/2025 - 00:03
      +1

      OMG, you deserve a medal for this. It touched my very soul and I loved every words of it! lol. "This is endurance training. We are not trying to solve your problems. We are teaching you patience, despair, and acceptance. These are life skills. Consider us your personal growth coach." - Absolutely love this part! Samsung truly has made me a better person after this with more patience, despair and acceptance for sure!

      • Rgrdr on 03/09/2025 - 00:11

        Haha I’m really glad it hit home for you! Honestly, only fellow Samsung survivors can truly understand this pain. Chat gpt helped me tidy it up a bit, but the frustration behind it is 100% mine from years of dealing with them.

        • Everettpsycho on 03/09/2025 - 12:11

          I've talked to walls and got more back than from the samsung estore team.

          I had a warranty claim once where two car mounts snapped in the first week of ownership, it took them 6 month's to call me back. Luckily i paid like $20 with rewards points not $120 it was supposedly worth. By the time they called me back I'd bought a $2 part from ali express that is still going years later. Wjen i finally got the call backI told them to get stuffed and stop wasting my time.

          Similarly my phone had an issue, sent it off, chased them loads and got told its fixed when its fixed. Eventually they said it wasnt broken at all, then the shipping label didnt move, called them back and asked wheres my phone, i need it back to video that its broken so you can have it back again to actually fix the thing, they then sprang it on me that it had now shown problem's and gone back to get fixed. At no point in any of this did they inform me of anything, this process went on for weeks.

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