Terrible communication

Stay away from the Samsung online store and app. Especially if you have any requirement for them to stick to the delivery timelines they promise.

I ordered a TV from via the Samsung Shop app before business hours on the morning of April 24th and received a confirmation email saying that the delivery would take 4 to 5 days. Therefor the latest date for delivery I expected March 2nd, as there are some public holidays in between.

Today, having not seen any change in order status at all, I called the support line. The first consultant I spoke to told me that my order is awaiting payment, which was not the case. I had successfully paid when the order was placed. She said she would escalate and get back to me. She did get back to me, but simply told me that today is only day 2 in the 7 days it will take to deliver. Note nowhere during the checkout process does it say it will take 7 days to deliver, nor in the confirmation email that I received for the order. Not to mention that today is the 4th working day since I placed the order. I pointed this out to her and she said she would continue to escalate and revert back to me. I had not heard from her 2 hrs later, so I called again and reached a different consultant, who told me that the reference number the first consultant had given did not exist in the system. So I had to explain everything over again. The second guy at least seemed to know what was going on and told me that for 2 WEEKS they have been having issues with orders getting stuck in the awaiting payment status and that they are manually working with lists of orders to get things out. My order is not on the latest list yet, so unfortunately I am SOL and will not receive my order within the timeframe promised. I asked about simply collecting my order, and that is not allowed from the samsung warehouse, they only allow you to collect it once it has been sent to the couriers, and not all of the couriers allow customers to collect.

The fact that I had to drag all of this info out of 2 separate support calls a week after my order was placed when it is an issue that they have been aware of since a week before I placed my order is simply unacceptable. There should be a notice on the website when orders are delayed, or at the very least someone should reach out over email once an order is received explaining the delay. And then to not allow collections of orders when you can't them delivered within the timeframe promised? Ridiculous. I certainly would not have purchased from them if I knew it was going to take so long.