Samsung forum

Question

WORST. CUSTOMER. SERVICE. EVER!!!

My son, who recently graduated from bootcamp (Navy) and is now at A-School in Pensacola Florida asked for a Gear Sport Watch to use while at school and during his Naval duties.

I purchased a watch for him in black and had it shipped directly to him from Samsung as I ordered it directly from their website. It was maybe a week before Christmas, their website said it was a 2 day shipping. The item didn’t get to him in Florida until 12/27 and when he called to tell me he finally received the shipment, he also informed me that the watch was missing. I asked him if the box looked tampered with and he said no, he also said the only items in the box were the block, the charging cable and another small item but that the watch was definitely missing. I had him take pictures of the box from all angels and to also take pictures of the items in the box. I told him not to throw the box away.

I called Samsung and reported the problem to a customer service agent (I’ve spoken to maybe 3 by now. The first rep said Samsung would have to conduct an investigation and that would take 7-10 business days. I called again about a week later, spoke to a different agent who said the issue was being investigated but there was no info to report other than now it was going to take 15-30 days for the investigation to be conducted. Mind you, at NO TIME has anyone apologized, asked me if I wanted a refund during the course of this so called investigation or if I wanted a replacement watch sent to my son. I called again, today and spoke to a rep who said Samsung is unable to pull up the tracking number and that the issue was now escalated to management and as of 1/3/18 and it would take another 15-30 days.

I am upset and very disappointed in Samsung. They can’t pull up the tracking information but there was NO ISSUE taking $249.00 PLUS TAX from my checking account. This was supposed to be my sons Christmas present, the first Christmas we’ve spent apart in 18 years. I am literally at my wits end with Samsung. If I had bought the watch through Amazon they would have already shipped him a new watch or refunded me. I’m thinking that my only option now is to go buy him a new Apple Watch from Best Buy and ship it myself.

How infuriating!!

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