I’m stuck here… Samsung claims the box I sent back with my Galaxy Watch Ultra was empty. They sent me a video showing them opening it, and it looked like the bottom was re-taped. I’m certain I didn’t open it from the bottom myself. I also wrapped the watch with protective stuff they provided, but it wasn’t in the video. So I don’t know if it got stolen somewhere along the line—whether with FedEx or at Samsung.
Any advice on what I can do?
Did you keep the receipt from when you gave it to FedEx? It should list the package’s weight, which could help as proof.
For future returns, it’s a good idea to take some photos or even record a video while you’re packing everything up so you have some kind of backup to show what was sent.
@Val
I tried doing that once, shipped something valuable with UPS, and they ended up closing my account! They thought I was trying to set them up for a fraud claim. It’s like if you cover all your bases, they assume you’re scheming somehow.
It’s hard to win in these situations when even the proof gets twisted against you.
Any chance you took photos or a video when you packed and taped it? If you have anything like that, send it to their support as proof. If not, at least explain as clearly as you can how you sealed it up.
People who steal from return boxes and then tape it up like nothing happened are the worst. You hear about these stories all the time, and nothing ever seems to happen to them.
Classic FedEx.
Yikes, I’ve got my S24 Ultra, watch, and buds going through FedEx soon… hoping I don’t end up in the same mess!
Yeah, I’ve read a lot of similar stories. Do you have a receipt with the weight on it, or was it picked up at your house? Keep pushing them on this, and if you try again in the future, definitely take some photos and video, including the weight. Don’t give up, and sorry you’re dealing with this.
If you check the history on this forum, it’s pretty common. I think it’s happening at their Texas return center. They’re known for claiming some returns are damaged or incomplete. But if you cancel the trade-in, they send it back and your device is just fine.