[mothered]

Yup Samsung are bastards, would avoid.

They've been difficult to deal with for quite a while.

Hey Mothered, I got a reply back and it's not good. This is their reply:

"Good day.

I hope this email finds you well. Your Reference Number is <Number>.

This is a quick update on your ongoing case to us. By the way, my name is <Name>  one of the resolution expert from the online shop of Samsung.

Upon checking on your query, I understand this is regarding on the missing parcel for your Galaxy Buds Pro, Phantom Black. Please know that our consultant manage to coordinate this to our team and have this properly investigated. After our investigation and further double checking the probable cause, it was stated below that;

Warehouse has confirmed the items were picked and packed correctly.
Parcel undergo a lot of assessment before it will be deliver on your address.
The parcel is weighted before shipment and system would pick it up if the box was to be empty.
DPD confirmed also that there is no damage on your parcel when they deliver the item.

Therefore, this conclude that we manage to deliver your parcel on your address and because of this we will disapprove your missing goods claim.

So sadly in this case we will stand by the decision of our investigation. Furthermore, we will now consider this matter closed.

Always take care and stay safe. Have a great day ahead.

Kind regards,"

It's similar to their previous/original message. They've changed the context a little to make It appear as though they've looked Into It further.

They have not attended to anything relating to this. Tell them to specifically address each question.