Samsung Cannot Locate 2 Orders

Ash-Say on 25/01/2025 - 20:47
Last edited 25/01/2025 - 20:54 by 1 other user

I placed 2 different orders using 2 different emails addresses.

1st order: It generated order number but never received any email. I purchased through App while logged into account but there is no record there either. It's been over 24 hours

2nd order: Purchased through Westpac Rewards and it didn't even generate an account. No email received either but credit card got charged. It's been over 24 hours.

I contacted Samsung and wasted over 1 hour and they can't locate any of these orders though 1st order had order number. Lot trade-in and all discount vouchers and they come up as redeemed.

What can be done here?. Samsung has totally messed up.

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Samsung

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  Bruceflix on 25/01/2025 - 20:52

  Pretty much standard Samsung preorder. Just wait until the shipping delays.

  Perhaps if you shared a photo or gave a good description of your orders we can check to see if they are here?

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  boomramada on 25/01/2025 - 20:52

  +1

  There are multiple stages of the order, pay for depost on trade in, then the final amount. Check your bank account to see if amounts are deducted, if not, your haven't completed the order.

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    Ash-Say on 25/01/2025 - 21:08

    Amount as deducted for both orders and order number was generated for 1st order.

    Its not possible that tradein ID and discount vouchers are coming as redeemed because they have been utilised in these orders.

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  CyberMurning on 25/01/2025 - 21:12

  Not new news. Move on.

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  sassypants on 25/01/2025 - 21:19

  +1

  I had the same thing happen a couple of years ago, only it was 2 returns from online purchases (I made the error of ordering an accessory for the wrong phone and the wrong model of earbud, and there was no way to cancel the orders even though I tried within 30 mins. Samsung advised me to accept the deliveries then initiate refunds and send them back, which I did via their courier).

  Numerous calls, emails, complaints and took over TWELVE MONTHS for them to refund me.

  Had multiple 'escalations' and one time someone called me back about 10 months later where I had to explain everything again for the 30th time.

  Then one day a year+ later the refunds just appeared and I have not made another Samsung purchase. If I do, it'll definitely be via a store.

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  beachy on 25/01/2025 - 22:10

  I had similar experience this year. Bought 2 launch-day deals via Westpac EPP on 2 different days. After the sale, I did receive the email almost straight away acknowledging the order completion, with order numbers. Both came back with order numbers, but only one can be seen in Orders page of Samsung website after login, whilst the order came back with 'wrong orderID'. After twice chatting with Support Service, they found that the 'missing' order was due to the fact that I bought it as 'guest' rather than as a Samsung member (not sure why/how that could happen). After the chat, I did save the transcript as evidence that they have got the order, awaiting dispatch, and the advice that the courier (StarTrack) will contacting me by SMS/email once they have the items. Will find out in about a week time. It is not good but I am sure it will be fine.

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  elgrande on 26/01/2025 - 04:21

  What happened on the payment screen for order 2? I normally take screenshots along the way.

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  beachy on 26/01/2025 - 08:24

  I always take screenshots, esp after the payment step (of any online transaction, not just these with Samsung). They show the expected outcomes of the transactions (order number, contents, costs, etc.). That's why I think the issue is just an annoyance and it will be fine, esp after chatting with support (and saving the chat transcript.)