Delayed delivery and lack of communication

Good day,

I placed an order for a titanium gray Samsung S25 Ultra on November 12th. On November 13th, I called in and was assisted by an agent named Simphiwe to exchange the product for a whitesilver colour before the expected delivery date of November 14th.

She advised me accordingly. Upon delivery, I realised that the change wasn't made in time before dispatch, and therefore, I never signed for it, and it was logged as an exchange for return as advised.

I have been following up consistently using your chat support system, but these efforts have been futile. It's been over two weeks now since I requested the exchange, and I have never received any updates, except when I follow up, upon which I have only been told that the issue is currently being resolved.

I am shocked by the level of service I have received, considering the global reputation of Samsung, and I also own other Samsung products. The lack of communication has not put me at ease, either. Furthermore, the latest agent wasn't too helpful either. How complicated can it be to process an exchange?

Please process a refund for me if the product is not delivered by Tuesday, the 2nd of December.