mobileshop.com

Poor communication between Samsung and MobileShop

I ordered a phone for '1-2' days delivery four days ago, and the expected delivery date is tomorrow. However after my order I received an email from mobile shop which implied the item was out of stock, and they cant provide an accurate delivery timescale, and based on reviews, people seem to wait at the 'preparing dispatch' stage my phone is currently at for anywhere between a week and 6 months, wit instances of this going back several years. Ive spoken to samsung customer service via the listed number, and both 'Grace' and 'Bella' seemed to imply that there was no plan of my delivery ever being sent. Bella mentioned vague 'technical issues' and went on to say that while she could confirm that my order was at the warehouse, it was 'very unlikely' (direct quote) that it would be delivered on time, and couldnt tell me whether the expected wait would be a few days or full months. Bella said more of the same and actually voluntarily described the process as 'unfair' to customers. All I want to know is how long im going to be waiting, but it seems literally no one is prepared to give me that information, and the closest i got to it was them saying dpd were the only company who could tell me, but dpd cant tell me until they have picked up the item, and its 'Very unlikely' that they will, but samsung cant tell me if they know or not until they hear from dpd. Essentially im stuck in a limitless waiting room after already spending money, with no way of knowing how long im going to be there. Im going to be looking into legal options, as I'd recommend everyone does, as there's no way this level of disservice is legally green. They'll tell you over and over that the issues are 'unexpected' but they seem to have been unexpected for several years now, so at this point its deliberate malpractice.UPDATE: I called on 03454136208 and a Mobileshop employee called Luke has been very helpful. Apparently samsung have marked my delivery as attempted even though it has not been attempted and I've received no update from DPD, amd theyre essentially not planning on arranging 'redelivery' and were not able to give luke any dates. Luke expressed that Samsungs service in this case has disappointed him, and he intends to assist with my case in the background, and then put me through to samsungs complaints team as the issue above seems to be on Samsung's side. Samsung said they'll email me but i havent received anything yet. Still not resolved but I'll continue to update. I hope im not just destined to be passed between customer service teams, and that the issue is genuinely resolvedUPDATE 2: My delivery was delayed until the fourth of october and i got a response from the complaints team saying its due to be delivered on the second. They also sent me a £25 samsung shop voucher for my next purchase, as if anyone who has encountered this delivery system would come back. I havent heard anything from Luke, who said he would keep an eye on my case behind the scenes and send me updates, but im hoping that means all is going well and i'll finally get my delivery today.UPDATE 3: I called customer service again and was told that essentially all the resources luke had claimed to provide me with werent accessible by mobile shop and that essentially nothing could be done from their end.Its currently one pm on my delivery date and as expected i still havent received the fabled dpd confirmation email so i expect this to continue to be delayed again and again. I was told by mobile shop that theyve 'fulfilled their part of the contract' in seemingly an attempt to bounce me back to samsungs useless system. Definitely not worth ever buying from this company.If i could rate this zero stars i would.

Date of experience: Sep 26, 2023