Samsung Cancelled Yet to Be Delivered Order

LMikedrop89 on 14/02/2023 - 18:34
Last edited 14/02/2023 - 20:13 by 1 other user

Hi everyone,

Any and all help is appreciated.

So I placed an order with Samsung during Black Friday sale for the 2022 Frame TV 85". I used the 30% off loyalty code and got the final price of around $2800. After a couple of months, the order was ready to be delivered but I requested them to push the delivery date as I hadn't moved into my new place.

Two days after that I receive an email stating my order is cancelled and refund will be initiated. I give them a call and they were fumbling for the reason of cancellation. Then they decided "got lost in transit" is a good reason so they gave me that. I have been trying to reinstate the order as it was a great price and I am probably not going to get that till end of the year sales, but they are quite persistent on refunding the money and cancelling the order. They are telling me their backend team cancelled the order and they can't do anything about that. After some heated conversation I threatened them to go to consumer affairs for sitting on my money for 2 months and then cancel it without notice. If the TV actually got lost, it's their responsibility to replace it. It's not like they have stopped producing that model.

What are my options?

Is this something I should pursue (writing up a complaint I mean) or am I better off just accepting the situation.

Electrical & Electronics Samsung TV

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Comments

  • CodeXD on 14/02/2023 - 18:37
    +9

    It was ready for delivery but you specifically asked them to push the delivery date back. I don't think it is fair to expect Samsung to store your TV indefinitely until you move.

    • Mikedrop89 on 14/02/2023 - 18:39
      +5

      Indefinitely? I gave them a date week after it was scheduled to be delivered.
      And I asked them if i could. They said it was fine. If they had told me it will be cancelled i would have got it delivered.

      And that's not even the reason they gave me. They said it was "lost in transit"

      • n3ck3ntry8bort0rgasm on 14/02/2023 - 18:42
        +6

        I gave them a date week after it was scheduled to be delivered.

        Looks like they gave your TV to someone else.

        When you do things like this it messes up the process which is usually automated. Bring human beings into it and it's likely they will F things up.

        • CodeXD on 14/02/2023 - 18:45

          Yep, definitely gave your TV to someone else, they probably paid more for it too.

          It has already been a few months since the order too.

          I don't think there is anything you can do but accept the refund and find another deal.

          • n3ck3ntry8bort0rgasm on 14/02/2023 - 18:46
            +3

            @CodeXD:

            Yep, definitely gave your TV to someone else, they probably paid more for it too.

            I was just typing this in an edit before you commented lol..

            e.g. your TV is sitting somewhere in the warehouse and then someone calls up Samsung "Hey I would like to buy this TV at RRP, can you check if you have any stock for me?", CS "Bob" sees OP's TV sitting there randomly, CS: "Hey yeah! I managed to find one it's right here I will organize the courier to pick it up tomorrow!".
            Later… Hey bob? What happened to the TV that was here it was for a customer's order. Bob: Oh (profanity).

          • Mikedrop89 on 14/02/2023 - 19:07
            +1

            @CodeXD: Ahh.. live and learn.

      • AustriaBargain on 14/02/2023 - 20:58
        +1

        Samsung's inventory system probably doesn't even allow them to warehouse things for customers. Tim Cook was famous for getting apple's warehousing time down from months to weeks to days and this was back in the 90s. Things have improved a lot with logistics since then, if you've ever taken the virtual tour of an Amazon distribution centre then you know what I mean. It wouldn't surprise me if Samsung's system literally did not have the space to store your TV for the extra 1-2 weeks you asked. Their backend team probably gave your TV to another customer to keep things moving along. They probably did not know or care that you used a discount code. Apple wouldn't have cancelled your order, but Samsung aint Apple.

  • bobbified on 14/02/2023 - 18:44
    +3

    Large companies put processes in place for "normal" orders and train their staff accordingly. As soon as they're asked to do something that's outside of those set processes, things tend to screw up because noone knows exactly what to do. That's most likely what's happened here.

  • askbargain on 14/02/2023 - 18:45

    blessing in disguise?

  • Hybroid on 14/02/2023 - 18:52
    +3

    Tough luck unfortunately. They can cancel your order anytime and just state "no stock".

    You're SOL here, they're not obliged to do anything other than offer full refund.

    • Mikedrop89 on 14/02/2023 - 19:06

      Thats what i figured. I guess will have to just wait a true Ozbargain deal.

  • 87percent on 14/02/2023 - 20:01
    +1

    Samsung customer service is freaking abysmal. Mind blowing that a major worldwide company is so bad.

    • Summoner on 14/02/2023 - 23:58

      While i still buy and like samsung product, their after service is shockingly bad if you encounter any issue with their product. Just horrible.

  • KaTst3R on 14/02/2023 - 20:23

    Black Friday is in November. Im not sure if you were able to choose a delivery date. Im just assuming that there is no stock. What happens if there is stock and they could delivery in December?

    If you did choose a delivery date, storage is actually a real cost to businesses.

    • Mikedrop89 on 14/02/2023 - 20:38

      When i ordered it was oos so worked out fine for me since i didnt want the delivery anyways. It was then ready to be delivered 1st week of feb but then i tried to change it to 2nd week and it went to s*it.

      • KaTst3R on 14/02/2023 - 20:41

        Samsung customer service is actually pretty bad from own experience (purchasing mobile phones). You can try pushing them a few times. Try different CS reps on different days. If they keep denying, then there is nothing much you can do. The retailer has the right to cancel and refund if there is no stock or other issues.

      • Love a bargain on 15/02/2023 - 13:02

        A lot of people blame you for "messing with the system" and caused the cancellation. The way I see it is that you're not asking them to hold it for a few months for you. It just makes no sense that a retailer can suddenly tell you something you ordered months ago is ready to be delivered and insist on delivering it at a time that doesn't suit you - what if you're out of the town, in hospital, etc.

  • Morien on 14/02/2023 - 21:06
    +3

    Most questions on Ozbargain get a response along the lines of "your fault". Not sure why.

    Anyhoo, my only advice is to contact customer service. If that fails try their social media platforms. In the end though, it sucks. Sorry. And asking for it to be delayed to a more appropriate time isn't cause of losing your order.

    The way people talk around here you can't take a shit after ordering something without being at fault for something going wrong.

    • Mikedrop89 on 14/02/2023 - 21:49

      Haha.. i was starting to lose hope with this crowd. Whats my fault in all this? Really?

      • n3ck3ntry8bort0rgasm on 14/02/2023 - 23:14
        +1

        Sorry if my comment sounded like I was saying "You are F ed".

        I was just pointing out calling them and speaking to them likely messed things up on their end. I think every case is different, and it could be as simple as a case of your TV being misplaced or a warehouse error.

        Your post says "It's not like they have stopped producing that model." so it should not be so much of a headache as they are making it seem. Sounds like to me they are just not happy with the Black Friday price you got it for. I have experienced this kind of behaviour at other places before, they deliberately sit on your order or make things difficult in hopes you will get frustrated and cancel the transaction from your end.

        Honestly to me $2800 sounds like a lot, so you would think they would look after you instead of saying "it's been cancelled". But then again I have heard multiple times that dealing with Samsung directly is very difficult.

  • donkcat on 14/02/2023 - 21:11

    Cracker price, can see why you're upset.

    • boomramada on 15/02/2023 - 09:19

      If it is a cracker price, I want it in my house ASAP :)

      What are my options?
      Is this something I should pursue (writing up a complaint I mean) or am I better off just accepting the situation.

      I'm not even sure why OP asking us ask, why not try and see your self OP and update us with the outcome, worst case Samsung would say tough titt13s. Then you can reply, Sony or LG gonna take my money ;)

      • Mikedrop89 on 15/02/2023 - 18:23
        +1

        I am asking because some one might have gone through this and be actually helpful. If its a dead end then i wpnt waste my time.

        • boomramada on 16/02/2023 - 11:28

          The point is, you are wasting time asking here. I would just deal with the retailer based on your gut feelings, if its isn't a happy out come, just deal with it.

  • JimmyF on 15/02/2023 - 09:20

    What are my options?

    Companies are legally allowed to cancel orders and issue refunds for many reasons. There are no real options here other than accepting the situation.

    It seems you requesting the delivery to be pushed out meant they cancelled the order. Most companies don't really have a 'hold' until the customer is ready option. This isn't a layby service.

    Should have just taken delivery and stored it yourself. Samsung are not a storage center.

    • Mikedrop89 on 15/02/2023 - 18:25

      What about the fact that they are fine with me changing the deliver date? I asked and they saaid yes. Also the reason they gave me was they lost the item. If the item is lost in transit do they not have insurance to cover it and get my TV delivered.

  • Mikedrop89 on 15/02/2023 - 18:29

    Most of the comments "you should have accepted the delivery or shouldnt have asked them to change the date" are plain brainless. I pushed the delivery with the consent of Samsung. The reason they gave me was "lost in transit". Dont they have insurance?? I understand the guys telling me what happened in reality. Thats fine. But how is that right? How are people mindless enough to support the multi billion dollar company that is clearly in the wrong here.

    • JimmyF on 15/02/2023 - 20:54

      the order was ready to be delivered but I requested them to push the delivery date as I hadn't moved into my new place.
      Two days after that I receive an email stating my order is cancelled and refund will be initiated

      So who told you it was 'ready' for delivery? The delivery company or Samsung? Either way, there is no way for either of them to hold the item, only cancel the order or if it was with the delivery company, then it would be returned to Samsung.

      Should have taken the 'brainless' approach and accepted delivery to store it yourself.

      • Mikedrop89 on 15/02/2023 - 22:06
        +1

        So you can read but only what you want to. I asked them if i could, and they said yes its fine. Also got a confirmation message for rescheduled delivery.

        • JimmyF on 15/02/2023 - 22:22
          -3

          I asked them if i could, and they said yes its fine.

          They did what you wanted, they cancelled the order so it wasn't delivered as you asked.

          Also got a confirmation message for rescheduled delivery.

          Not what you said in the question, you said

          Two days after that I receive an email stating my order is cancelled and refund will be initiated

          So which is it?

          • Morien on 15/02/2023 - 22:30

            @JimmyF: I think it's pretty clear that things haven't gone as expected. Why are you being so shitty with OP?

            • JimmyF on 15/02/2023 - 23:06

              @Morien:

              I think it's pretty clear that things haven't gone as expected. Why are you being so shitty with OP?

              Samsung doesn't hold orders forever till you are 'ready' to have it delivered. There is more to the story.

              • Love a bargain on 16/02/2023 - 12:07

                @JimmyF: What? You are happy for Samsung (or any other retailer) to dump your newly purchased TV (or any other major purchase) on your doorstep at a time and day of their choosing even though you can't be there to accept delivery?

                P.S. In case you didn't bother reading the entire thread, OP only asked for the delivery to be pushed back to the following week. How is that unreasonable?

                • JimmyF on 16/02/2023 - 23:43
                  -1

                  @Love a bargain:

                  What? You are happy for Samsung (or any other retailer) to dump your newly purchased TV (or any other major purchase) on your doorstep at a time and day of their choosing even though you can't be there to accept delivery?

                  Things that haven't been said. Of course whoever still needs to sign for it. No one claimed for it to be dumped, infact I said the OP should have accepted delivery aka signed for it.

                  P.S. In case you didn't bother reading the entire thread, OP only asked for the delivery to be pushed back to the following week. How is that unreasonable?

                  I read what the OP posted up top, if they want to 'fluff' out more details in the comments, then meh to them.

                  As I said in another comment if we are going down this path, If you look on Samsungs website, If your online order is ready for delivery and 32 days goes past, the order is automatically cancelled and refunded.

                  So maybe the OP pushing it out for a week triggered this.

                  But now what you are saying is that the OP is claiming the TV was with the delivery company, but the OP asked Samsung directly to hold the delivery, not the delivery company. So which one is it?

                  • Love a bargain on 17/02/2023 - 13:01

                    @JimmyF: Where did I say it's with the delivery company? You really need to up your comprehension and critical thinking skills. Stop victim blaming.

                    • JimmyF on 17/02/2023 - 13:36
                      -1

                      @Love a bargain: LOL You claimed the TV was just going to be 'dumped' at the door if the OP didn't push it out, but now claim it wasn't even with the delivery people. Hmmmm ok.

                      So basically your entire post was just dribble. Why did even say that leaving it on the door? Oh that is right, trying to make your point look better.

                      Lets face it, if the OP only wanted to push it out a week, then let delivery take its course, who cares if it arrives 2 days earlier than planned.

          • Mikedrop89 on 15/02/2023 - 22:44

            @JimmyF: How thicc in the brain are you mate?

            • JimmyF on 15/02/2023 - 23:07
              -2

              @Mikedrop89: LOL says the person who things Samsung will just park their delivery till they are ready.

              • keejoonc on 16/02/2023 - 10:11

                @JimmyF: What is your problem? As the OP said, Samsung said they can delay delivery as per the OP's request. If they couldn't accommodate such request, they should have just told the OP that can't be done, it's either cancel the order or accept delivery now.
                As someone said already, it seems like there is a common trend of "blame the victim" on ozbargain these days.
                I for one have experienced how pathetic Samsung's customer service can be when you order online so I'm not surprised this happened to the OP.

                • JimmyF on 16/02/2023 - 10:26
                  -2

                  @keejoonc:

                  What is your problem? As the OP said

                  Oh well, why didn't you say the OP said so. Surely the OP must be 100% right! with their version of the story LOL

                  If they couldn't accommodate such request, they should have just told the OP

                  Maybe they did and the OP didn't understand, as seems funny the OP asked for a 'delay' and 2 days later it was cancelled. Hmmmmm Well samsung did delay it ;)

                  As someone said already, it seems like there is a common trend of "blame the victim" on ozbargain these days.

                  If the shoe fits.

                  I for one have experienced how pathetic Samsung's customer service can be when you order online so I'm not surprised this happened to the OP.

                  Won't disagree, but Samsung did have the unit ready for delivery, it was the OP who changed things up and then the order went pear shaped. Bet the OP wished they stored it at home now instead of getting Samsung to do it.

                  If you look on Samsungs website, If your online order is ready for delivery and 32 days goes past, the order is automatically cancelled and refunded.

                  So guessing the OP might have hit this limit instead assuming Samsung didn't screw it up.

                  Either way, what is done is done. The OP isn't getting that deal again.

                  • keejoonc on 16/02/2023 - 10:33

                    @JimmyF: Why do you even bother responding if you think everything OP is saying is all lies? Seriously what is the point? I don't see how OP would benefit from lying about something like this.

                    Oh hindsight is a wonderful thing isn't it? Thanks for stating the obvious. If OP knew a relatively simple request like this would mean he would lose his order, I'm sure he/she would have just accepted the delivery. If it was me, I would have taken delivery anyhow but I can see why the OP chose to delay it as accepting it would mean it's just another thing that he/she has to transport to the new place.

        • keejoonc on 16/02/2023 - 10:36
          +2

          @Mikedrop89 Sorry this happened to you but unfortunately you will just have to get the refund and move on. At the very best, you may be able to get some sort of discount code from Samsung if you complain enough.

          One thing you will soon learn is that asking any questions on places like this is a complete waste of time.

          Best of luck.

  • bargainsville on 16/02/2023 - 18:13

    Samsung online chat and phone support is absolutely shocking.
    They have a million departments, and no department can communicate with each other in real time, and it always needs to be sent to the "back office team".
    They never take notes, or do, but every time you call the new "customer service" agent doesn't know what the hell is going on or what you told them on the phone the day before after speaking to them for 3 hrs.
    They read the same script, and supervisors are always in meetings.
    Absolutely disgusting service for such a big company.

  • Mikedrop89 on 23/02/2023 - 10:23
    +2

    Just an update guys.

    I talked with consumer affairs about this matter. They said Samsung might be in breach of sec 36 of Australian Consumer law "accepting payment for goods the seller doesnt intend to supply or unable to supply". They said It was best i write them a formal complaint letter with their format. If that didnt work i could go to VCAT( which i wasnt intending on doing). I did that and sent it to all the email addresses i could find including ceo office. I received a call very next day from the ceo office saying my order will be reinstated. The delivery is scheduled for tomorrow.
    The subject of the email was my order no. & "breach of sec 32 Australian Consumer law"

    • lachhelix on 23/02/2023 - 10:24

      Can you pm me the email address please?

      • Mikedrop89 on 23/02/2023 - 10:28

        If you open samsung website and go to the bottom of the page. It will have a link "email ceo office" you can fill out the form and attach your documents.

        • lachhelix on 23/02/2023 - 11:20

          Oh, great thanks

        • simbachen on 28/04/2023 - 20:26

          How did it go? Did you get refund?

    • birnie on 23/02/2023 - 13:46

      Wow !
      Well done sir.
      Didnt get my frame TV from the deal last week. Cancelled.
      Might send an email (along with 20 other people by the looks of it)

      Cheers :D

    • keejoonc on 27/02/2023 - 16:49
      +2

      Nicely done. Congrats on a good result and good to see common sense prevailing over idiocy.

      I bet JimmyF is feeling very silly right now.

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