My Neo G9 was supposed to be delivered on 9th August. I paid £3.99 for an afternoon delivery. Then they screwed up the labelling and DPD couldn't deliver at all. After hours on chat and telephone calls to both Samsung and DPD I eventually got my delivery, although I still had to rescue it from a neighbour's house. During the process I asked for the contact details to make a formal complaint to Samsung but was refused and eventually I was offered a voucher as compensation and refund of my delivery charge. Since I was suffering a headache from all that contact with the Samsung customer services wall I agreed. Readers may not be surprised that I had to follow up on this a few times. The voucher never appeared and I have only just received my second notification that the £3.99 will be refunded. Unlike the 1st this one includes pdf credit note so I am feeling hopeful that it will actually happen this time. I don't care too much about the £3.99 itself but I do care about the principle.
So I agree with
@dafadau - be cautious about buying direct from Samsung. If it were not for the launch of the Neo G9 and the chance to pre-order, I would have bought the original G9, and certainly not direct from Samsung.