I've been a loyal Samsung customer since the Galaxy S3, but the customer service I've experienced today regarding my Galaxy Buds 3 (non-pro) has left me absolutely furious.

I pre-ordered the Galaxy Buds 3 with a trade-in (Galaxy Buds 2 Pro). I received a shipment notification from Samsung on July 17th with UPS tracking information. However, as of this moment, UPS has not picked up my order from Samsung. It hasn’t arrived at my address, yet Samsung has already sent me a trade-in notification, demanding I send in my trade-in by August 2nd.

I understand mistakes can happen, but this is ridiculous. I don’t want to miss the trade-in deadline because the Galaxy Buds 3 haven’t arrived. So, I called Samsung to cancel the order. First, they said they couldn’t cancel it because it was already shipped. But the UPS tracking information clearly shows that Samsung is still holding my order in their warehouse.

The Samsung rep then said she would cancel the order and I would receive an email confirmation. Guess what? I haven’t received ANYTHING from them. My order status on Samsung.com still shows as "shipped."

What am I supposed to do in this situation? This is beyond frustrating and infuriating. How can a company this big have such abysmal customer service?