Pre-order, Trade-in, promotions, discounts - Need help!

[TalhaAyaz1]

Hi. I ordered through Samsung shop app - Samsung s24 ultra 1TB, payment got deducted and order went through,

After an hour, got an email that order got cancelled for some reason and now I cant use my vouchers. 

No specific reasons mentioned. 

Did anyone find a fix?

[shahedgtav]

Hi, I have used the Shop app and made the purchase. Delivery says tomorrow 24th January however today is 23rd and the order still says order confirmed & acknowledged. So how will they dispatch and have it here at my house within the next 24 hours or so. It just does not make sense that it's been sitting on processing since the launch date on the 17th January. 

[Iriemango]

I think Samsung is overwhelmed and doesn't have the proper personnel at this juncture to give the correct information. Do think it has to do with inept training. Am not certain where these orders are now being handled from...most likely an outsource. This was not how Samsung operated previously. Sometimes the processing just stays that way even though the device has been shipped. In the past I have received my shipments earlier than stated or exactly on time. Going to check my order now ordered same day as you will advise

[Summest]

Customer Service is not what it used to be, pretty much everywhere unfortunately.

[Iriemango]

Just checked in Shop still processing for the 31st HOWEVER they give you the option to cancel the order!!! See the website is different than the app.

[userSZ3Hcmy6th]

The website also gave me the option to Cancel.  But, when I hit cancel....

...I got an error message that said I had to call or chat with a representative to cancel.

When I got to the representative who said that he could not cancel either and after checking with his boss, since my order was already sent to processing (a stage not disclose on the website) they could not cancel.  I had to wait for the phone to be delivered (whenever that might occur) AND either reject the delivery (if I were at home for a device I did not know when it would arrive) or start a return process.  

Meanwhile, Samsung would keep my money!!!  That is what is outrageous and what I reported to my bank, Chase for the reverse charges that they did for me.

[Scf]

Ha, so I guess what my chat technician told me was legit.... But I still stand by my statement... For it to display the cancel option and then have it NOT work is very misleading and annoying.

[Iriemango]

Yes but that was on the website where nothing functions properly even the cancel button....SMH

[Scf]

Nice, LOL
In my case, I was in the app when I saw the cancel option, literally 12 or 13 hours after my initial order. I started to just do it myself but I thought, ehhhhhh.... I got a bad feeling about this. Let me get on the chat, lol

[Iriemango]

I've cancelled previously on the Shop app it ACTUALLY functions..had cancelled a flip a few months ago . It definitely is the place to shop for Samsung products directly...👍🏻

[userSZ3Hcmy6th]

If Samsung would have allowed me to sign on to Shop from my S23 Ultra, I might have an opinion.