********** Samsung Shop App & Return Experience

Unbelievable ********** purchasing experience and customer service. Purchased a WHITE Watch Ultra on 16 December 2025 via the Shop application. Somehow has 2 orders showing where only 1 is the actual order. Asked for the watch the be delivered on the 3rd of Jan as I was out of province. Watch was delivered on the 2nd and had to sit with security at our complex. Upon opening the box I saw it was the wrong colour. Tax Invoice had a different product code. How does one receive the wrong product with a different product code? Then trying to exchange it has been a nightmare. Filled in a form via the app and then nothing reflect. I have had to speak to 5+ agents to find out the status of things. I then get advised that my product cannot be exchanged and I have to reorder the correct one which is now R3k more. Then I get told it takes between 17-30 BUSINESS days to receive communication on this? Nowhere can I see that my refund attempt has actually been acknowledged. I have to speak to an agent just to hear that it is still with the store team and they will contact me. When? How must I know things are being actioned? Why should I beg for a status update? I am amazed at how pathetic such a bug company is when it comes to handling customers with issues and issues that were caused by Samsung sending the wrong products? Sies.