Help Needed , Frustrating Return Experience

[WAJDI83]

I recently traded in my S23 Ultra for an S25 Ultra, but upon receiving it, I determined that the upgrade was not worthwhile, and I initiated a return.

 So, I sent my S25 Ultra in its original box, using Samsung's FedEx label. Two days later, they claimed it was empty! I called them right away, explained I dropped it off correctly, and showed them photos proving it weighed 0.7 lbs before shipping. They said the phone's gone, the box is empty, and now it weighs nothing – a bird flew away with it, I guess! Seriously, five long calls and over 24 emails later, between different staff and departments, and I still haven't gotten anywhere. I filed a FedEx complaint, and tried tracking it on my Samsung account (after I factory reset it), but it's still offline and locked forever. .

Ugh, I'm stuck with Samsung, they're saying my return failed and I owe them money for something I don't even have! After I dropped it off, how can I possibly guarantee nothing happened during shipping, especially since it went to four different places before delivery?!

After I gave up, I looked online, and I was shocked! So many people have the same problem; YouTube's full of videos about it.

Hey, those videos and photos they send of their packages are super blurry, and even if you *can* see them, it's just the box *after* they've opened it, not before.

I hope someone at Samsung sees this and can finally help me out of this mess.

Check the weight below, 😤😤😤😤😤

[meself]

Did you return it and get a receipt with the weight

[WAJDI83]

Fedex drop off by Walgreens next to my house i was lazy butt o go Fedex office , unfortunately they provided me a text msg for full tracking info and Samsung have access to this it shows every thing but its something makes me feel its a game or so im not sure

[meself]

OK it's best to get a receipt with the weight past few months been reported in some articles on sites about phones getting stolen etc some have no issues others do

[WAJDI83]

Thats correct, i thank you

[WAJDI83]

How it was empty its scanned as 0.7 ib

[Focr06]

This is old news! Samsung knows they have a problem with theft with trade ins and returns.. This happened last years too with the S24 Ultra! Tell them that you need proof of your box being opened and showing that it was empty.

[WAJDI83]

They sent me video of opened empty box but thats does not help me what helps is the weight i reported By Fedex was 0.7 ib was not Zero

[JusYan]

People recommend taking pictures and videos of the phones condition and video of packing it into a box. I reuse the box the new phone comes with.

[Obedient72]

Yes, this is an issue, and pay attention as the return receipt via ups or fedex may actually say zero as they are not doing their job to add the weight. Make them add the weight, so the receipt shows the item was in the box.