PH
Patrick H

1 reviews | Active since Jul 2024

04 Jul 2024, 12:05

Non-delivery of online store orders, false stock level claims.

I'm really not a fan of this sort of thing but I've exhausted other channels (email, live chat and phonecalls) this side of social media. I placed an order through the online store on June 14th for a TV and Soundbar... after a period of no movement (long after it was scheduled to be delivered) I followed up on a few occasions and eventually was called and advised that the soundbar was out of stock and discontinued. Order cancelled. I then went back onto the site and reordered the same TV and a new more expensive (and IN STOCK) soundbar... this was on 27 June. It now seems that the same situation is repeating itself, which is wildly unacceptable. In conversations with "Samsung" I have been advised that this matter is being dealt with directly with Samsung proper. A fundamental issue here is that apparently this "stock" issue has been plaguing the Samsung store for 3 weeks now, where it is incorrectly showing stock... If this is really the case, it is outrageous that a corporation as large as Samsung is unable to resolve a stock "glitch" on their site for almost a month! Most frustrating is that nobody that I can reach through the customer service channels can actually advise what the situation is and that I must just be patient... Considering this process started on 14th June, I think I've done pretty well. Now please, send me my stuff.

0
Replies (3)
Samsung South Africa
Samsung South Africa's reply04 Jul 2024, 12:10
Official
Good day Patrick
 
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused. 
 
We have noted your concerns and we are currently investigating the matter further. 
 
Your complaint has been assigned to our escalations department and we will be in contact with you. 
 
Kind Regards, 
Samsung ZA
;^NM
PH
Patrick H's update04 Jul 2024, 12:57
Reviewer Update
Thank you. I'll revert back here once I've been contacted with feedback.
PH
Patrick H's update10 Jul 2024, 15:10
Reviewer Update
Update: After receiving a handful of calls and assurances over the past week from Samsung. Today I received the call stating that they need to cancel the TV part of the order due to stock not being available. This process started with the initial order on 14th June, here we are almost a month later. I have purchased four Samsung TVs in the past 12 months for various projects (I usually buy from Hirsch) and this process is a perfect example of how to lose a customer 101. Not even an offer of substitution. Let this be a warning for anyone contemplating ordering a device directly from Samsung's online store. Two orders attempted and two failures to deliver, a lot of time wasted. Samsung, you need to get to grips with your inventory system, you aren't some fly-by-night oranisation.