Samsung Online Store - Order Stuck on 'Preparing Dispatch'

mett139 on 30/03/2022 - 13:56
Last edited 21/03/2023 - 23:01 by 2 other users

Hi OzBargainers,

I have had the unfortunate experience of placing an order via the Samsung online store to save a few dollars on an S21 FE to replace my dead phone.

It has now been almost 2 weeks since the order was placed, with no updates given.

I have contacted Samsung via phone (hung up on 4 times), live chat (useless and just direct me to call), and email (identically useless and direct me to call).

At this stage, Samsung have said all but for me to go (profanity) myself.

Anyone else is a similar situation?

If you want to have a look at the ridiculous endless loop the live chat put me in, one of the transcripts is included below:

Samsung:
Thanks for waiting! An agent is assigned, will be with you shortly.
‎12:49 PM
Please be patient with us. Our agent will be with you shortly.
‎12:50 PM
Hi, Mett139! Thanks for contacting Samsung Australia's Online Shopping Assistance. My name is Jocas. Good Morning! How can I help you today?
‎12:51 PM
Me:
Hi Jocas, I would like to ask for some information regarding an order I have placed/
AUXXXXXX-XXXXXXXX
‎12:53 PM
I contacted Samsung via email and they instructed me to chat with "E-Commerce/ Aftersales Team"
‎12:54 PM
Samsung:
I will be glad to help you, Thank you for choosing Samsung!
‎12:54 PM
Me:
However, after calling 4 times and being hung-up on, I still have no answers.
I also contacted via email, but they just instructed me back here.
‎12:54 PM
Samsung:
Thanks for sharing that. I really apologize for the inconvenience this may have caused you.
Let me check on how we can resolve that.
AUXXXXXX-XXXXXXXX - Mett139 - Mon Mar 21 01:25:24 GMT 2022 - 852.40 AUD - SHIPPING_PREPARATION
‎12:54 PM
Me:
Thank you.
‎12:54 PM
Can you please provide more information.
This status has not changed in 1.5 weeks.
‎12:55 PM
Samsung:
Apologies! I don't have the visibility to check the ETA of your order, kindly wait for the delivery to be shipped on your address.
Have patience on this, our post sales team are trying their best to deliver as possible as they can.
‎12:55 PM
Me:
Without any updates or reasons for the delay given.
‎12:55 PM
Could you please clarify what the current delivery wait times are?
I am without a functioning phone currently.
‎12:56 PM
Samsung:
I really apologize for the inconvenience this may have caused you. Due to many customers are trying to track their orders too, and we have a lot of orders and deliveries to be check by post sales team.
‎12:57 PM
Me:
Could you please inform me of expected wait time before shipment?
‎12:57 PM
I am happy to wait, provided this is within expectations.
‎12:58 PM
Samsung:
Apologies! I don't have the visibility to check the ETA of your order, kindly wait for the delivery to be shipped on your address.
‎12:59 PM
Me:
I understand this, but do you have a general ETA? For example, most companies adjust their expected delivery times and inform the customers of this before purchase.
‎1:00 PM
Samsung:
Once the order got shipped out from our warehouse to the courier, the delivery details will come directly from the courier. They will be in touch with you to set your delivery schedule.
‎1:01 PM
Me:
I think we have an issue in communication. I am not concerned with shipment speed. I would like to know how long Samsung is currently taking to prepare dispatch for orders. Is this information you have access to?
‎1:02 PM
Samsung:
Due to many customers are trying to track their orders too, and we have a lot of orders and deliveries to be check by post sales team, there was a delay for the deliveries,
our post sales team are trying their best to deliver as possible as they can.
‎1:04 PM
Me:
That is fine - do you have an estimate for the duration of general dispatch preparation currently?
‎1:04 PM
Samsung:
SUPPORT TEAM
In this case, Let my colleague in the Online Orders Team help you check on it first and assist you further. They have deeper knowledge about it. You may reach them via email.
Here's their contact information: [email protected]
Please call their number at 1300-362-603 they are available Monday to Friday between 8AM to 8PM AEST.
‎1:05 PM
Me:
I contacted them and they directed me to this live chat.
Can you please confirm if you have an estimate or not for general wait times on order preparation?
‎1:06 PM
Samsung:
AS i mentioned, ! I don't have the visibility to check the ETA of your order, kindly wait for the delivery to be shipped on your address.
‎1:07 PM
Me:
Apologies, I do not mean my order. I mean do you have information regarding how long an average order is taking to prepare dispatch?
‎1:08 PM
Samsung:
Apologies! Once the order got shipped out from our warehouse to the courier, the delivery details will come directly from the courier. They will be in touch with you to set your delivery schedule.
‎1:09 PM
Me:
Apologies, I do not mean shipping. I mean do you have information regarding how long an average order is taking to prepare dispatch?
‎1:10 PM
Samsung:
On this query, i don't have an information how long it will take for the dispatch. Have patience on this, our post sales team are trying their best to deliver as possible as they can.
‎1:11 PM
Me:
So, to be clear, you have no knowledge of Samsung's current wait times for fulfilments?
‎1:12 PM
Samsung:
Currently, you've reached the sales team and our scope is for online shopping. your queried require from other department such as support team. I already provide the details and information for me to help you.
‎1:14 PM
Me:
Oh. Is the support team available via online chat?
‎1:15 PM
Samsung:
They can only be reach via email and phone calls, Due to many customers are trying to track their orders too, and we have a lot of orders and deliveries to be check by post sales team.
‎1:16 PM
Me:
So if staff via live chat and email instruct me to call and the call hangs up automatically, what am I to do?
‎1:18 PM
Samsung:
Are we still connected?
‎1:18 PM
Me:
Yes
‎1:18 PM
Samsung:
I strongly recommend that you contact [email protected] so they can provide better explanation and answer to that question. They have deeper technical knowledge about this.
‎1:18 PM
Me:
I have already done this. What else am I to do?
I can even supply a reference number they gave me.
‎1:20 PM
Samsung:
Kindly wait their response, they will help and assist you on this, or wait for the delivery to be shipped on your address.
‎1:21 PM
Me:
So in other words, Samsung can offer no support at this point in time?
‎1:22 PM
Samsung:
They can only provide the status but not the ETA of the orders.
‎1:24 PM
AUXXXXXX-XXXXXXXX - Mett139 - Mon Mar 21 01:25:24 GMT 2022 - 852.40 AUD - SHIPPING_PREPARATION
‎1:25 PM
Me:
Or anything else for that matter. Thank you for your time, despite dodging my question.
‎1:26 PM
Samsung:
You're Welcome! If you are interested to our promotions, kindly visit this link https://www.samsung.com/au/offer/ so you can check other devices that you can purchase with discounts.
Would there be anything else that I may help you with?
‎1:27 PM
Are we still connected?
‎1:29 PM
Great deals on selected Vacuums, laundry appliances fridges and air purifiers Valid from Aug 12,2021 to December 31, 2022
This was available on Samsung online website.
For more offers please see this link https://www.samsung.com/au/offer/
Discount off eligible purchases equal to or greater than $350 on the Samsung Online Store(shop.samsung.com/au/) or selected Samsung Enhanced Partnership Program sites from 9.00am(AEDT) on 25th February 2022 to 11.59pm (AEDT) on 31st December 2022, unless withdrawn earlier.You can sign up for $50.00 code on https://shop.samsung.com/au/sign-up/
$50.00 code can be generated within 24 to 48 hours after you sign up. You can check on your Spam Folder after you sign up. Please be reminded that you cannot use the $50.00 for monitors.
‎1:30 PM
Me:
End Chat
‎1:31 PM
Samsung:
I highly appreciate your time. If you have a minute to spare, I would greatly appreciate if you can fill in this short survey to allow us to improve the level of service we provide our customer.It's my pleasure to assist you! If you have any further queries, please let us know.Thank you for contacting Samsung Australia's Online Shopping Assistance. Have a great day!
‎1:32 PM
Thanks! Your feedback helps improve our service

If you've gotten to the bottom of this post and have not already succumb to Samsung's awful service/ support - avoid Samsung Online like the plague. Keep this in mind when debating which phone or other products to purchase. I just regret falling victim to this and want to share my words of warning with others.

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Comments

  • [Deactivated] on 30/03/2022 - 14:05

    One reason I stick with Apple, F samdung

    • mett139 on 30/03/2022 - 14:39
      +1

      My partner just got an IPhone and it arrived the day after the order was placed. So much regret.

      I've just been avoiding Apple because I have too many accounts as it is. Not to mention a decade of apps and services linked to my Google account :(

  • rambao9 on 30/03/2022 - 14:10
    -3

    Not sure bro, you sound like half a Karen.

    If you got a good deal and feel it's worth waiting for, maybe just wait for it?

    If not, i'm sure they can help cancel your order.

    They obviously dont' have the info you're looking for but you just keep forcing them.

    Maybe back off a little bit? They are still human, can you imagine if someone treated you the same way?

    • mett139 on 30/03/2022 - 14:35
      +2

      I was polite and just asking questions. Nothing but respect shown to the agent. I'll concede I got a bit catty towards the end, but this was directed at Samsung, not the agent.

      The agent was very deliberately dancing around my questions. I just wanted a clear answer, not being told time and time again "try asking someone else". This was irritating, but I did not attack the agent for this. Keep in mind, this comes after hours on the phone over multiple days - getting hung up on after up to 40 minutes holding on the line.

      As for the 'good deal', I was scammed. If I was advised of a wait beyond the "1-2 business days" stated on the website, I would have just bought a phone in person or from Amazon. My current phone (also serving as a work phone) is dead, so this is nonsense.

      If they are having a complete logistics failure, it is their duty to inform potential customers. This is simply bad business and perhaps even against ACCC laws.

      • daredevilboy on 06/05/2022 - 09:44
        -1

        Yeah bro (lol?), you shouldnt be such a Karen.
        God forbid that for your money, that you work for, you get exact product or service advertised that company basically promised and charged you for in advance.

        Maybe back off a bit and take it laying down while you provide evil corps like this one interest free loan for a few months with thousands of other customers. You dont wanna upset the guy who is getting paid to do exactly what he is doing and who was put in that position by the same corporation.

        Because this is not about respecting the sale contract and SLA, not misleading the consumer and not extorting free short term loans from consumers while also not wasting their time and not putting some dude in the Philippines in the position to keep saying sorry but I cant see anything. This is about you being more human and understanding, while being made a clown….bro :)

    • pharkurnell on 30/03/2022 - 14:49
      +2

      If you got a good deal and feel it's worth waiting for, maybe just wait for it?

      how many years you suggest waiting since they cant tell him anything even if an order has been placed

      Did you pay by credit card? I'd be cancelling the order no matter how good.

    • Muzzybee on 31/03/2022 - 10:39

      Shouldn't you be banned for racism? Karen is a racist term to describe white women in a derogative way

  • 87percent on 30/03/2022 - 14:16
    +1

    Good luck with Samsung.. they’re freaking useless.

    https://www.ozbargain.com.au/node/691067

    • mett139 on 30/03/2022 - 14:36

      Damn, if only I knew! I should have just gone for the Pixel 6. Despite the issues some people are having, lack of customer service just isn't worth the hassle.

  • djsweet on 30/03/2022 - 15:01
    +1

    Cancel or chargeback. If the website said 1-2 business days and it has been significantly longer than that, then that is grounds for a chargeback. Buy something else. iPhone works with Google services fine, so you wont have to migrate anything. You might have to rebuy apps though

  • Sturt on 30/03/2022 - 15:24
    +1

    I am experiencing the same pain as you, their support is abysmal with my items still preparing after 3 weeks and no update. The time wasting hoops they ask you to jump through which end up being dead ends within their own system are very frustrating. Just asking for an ETA is too much for them.

  • elgrande on 30/03/2022 - 16:48
    +1

    I had a similiar issue - they will eventually ship it. Don't expect to be able to actually get anyone that can help you.. they are like robots.

  • kokita on 30/03/2022 - 17:58
    +1

    2 weeks with no updates on shipping, I think it is poor. My recent purchase with Samsung Online did not take this long to arrive.

  • imcjb on 30/03/2022 - 18:12
    +1

    Samsung are great if the automated systems work and horrible if they dont and you need human intervention in any of the processes. I ordered a S21 phone and the only option was to pick it up from the nearest store for some reason rather than have it couriered. Given that I had vouchers/discounts expiring within hours I accepted store pick up as the only option and waited patiently for the "shipping notification" to the nearest store. A few weeks go by and the phone is ready for pick up. I work full time and checked the open hours of the store on the Samsung website…open Saturday mornings!!!! Drove to the Samsung Store and a A4 sheet of paper was on the front with "Due to lockdowns we are only open 11-3 during the week" I complained to Samsung corporate and was told the store would get back to me. They never did but the hours changed to the weekend and I picked up the phone. Will never get a Samsung phone again.

  • bazingaa on 30/03/2022 - 19:02
    +1

    I might be lucky, ordered last Saturday, "Preparing Dispatch" on Monday and just got the tracking number with "Dispatched"

    • mett139 on 30/03/2022 - 22:49

      If you don't mind me asking, what did you order specifically?

      I ordered the S21 FE 256GB Black and a 25 W charger.

      I wonder if they have stock shortages…hmmm.

      • bazingaa on 31/03/2022 - 01:41
        +1

        I ordered a S22 256GB Black from Edu store from this deal

  • kyle on 30/03/2022 - 22:07
    +1

    I ordered the air purifier filters because of the 30% discount and it was stuck in the first stage. Took 2 months before i got them.

  • isys on 01/04/2022 - 12:52
    +1

    same here. I ordered on 22/03. order stuck in preparing dispatch. considering cancelling the order…

    • mett139 on 06/04/2022 - 23:31

      Still waiting on mine. 2.5 weeks so far. No update, despite contacting every single possible avenue.

  • mett139 on 08/04/2022 - 13:38

    Update: cancelled my order via live chat.

    Amazon has a good price on the phone now and ships in a day. https://www.ozbargain.com.au/node/693371

  • javab0y on 29/04/2023 - 10:58
    +1

    Old thread but same issue. Stuck for 3 weeks on a soundbar. Chat was hopeless

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