I ordered an S25 Ultra and returned it following all instructions provided by Samsung - packed it in the same box it came in, using the same packaging material and used the shipping label provided to me. I took some pictures of the box and its contents before dropping it off at Fed Ex. Samsung received it and later emailed me that the box they received was empty (no phone inside) and sent me a video to show that. In the video I noticed that the taping on the box they received is different from the way I taped the box I sent. It is very clear to me that the box was carefully opened from the bottom, its content removed and the box was re-taped carefully so that no damage or tampering is evident. I also checked the Fed Ex records and it clearly shows that my shipment was 1.2 lbs (not an empty box). I am being refused a refund. Where do I go from here? It's not my fault but I have to bear the financial loss :(. How can I get the refund? Also, I am skeptical of making future purchases from Samsung.com because returns are so risky. It's like a gamble. Any help is appreciated.
Since the package shows a different weight and was clearly tampered with, this is likely a lost or stolen package claim:
Call FedEx and open a claims investigation for “lost/stolen/damaged shipment.”
Provide the tracking info, your evidence of shipment weight, and explain the situation.
FedEx may reimburse the value of the shipment depending on insurance or liability.
Escalate with Samsung
Reply to Samsung’s customer service with all your evidence (photos, FedEx records, etc.).
Ask to escalate to a manager or their “Escalations/Claims” department.
Emphasize that the package was intact when shipped, the FedEx records show correct weight, and the tampering happened after you shipped it.
Politely but firmly request a full refund or replacement.
Consider payment protection
If you paid with a credit card or PayPal, you can file a dispute/chargeback showing that you returned the item as instructed and it was lost in transit.
Banks and credit card companies usually side with the customer if there is clear proof of shipment.
Document everything
Keep a clear timeline of events and all communications. This is important if FedEx or your bank requires proof.
Right now, your strongest angle is filing a claim with FedEx and escalating with your credit card company. Samsung can’t really hold you responsible if FedEx shows it was tampered with after you shipped it.
I already escalated with Samsung support and they said that they can't refund because the box was empty. I showed them that (1) the box in the video is taped differently on one side (which should be proof of tampering and re-taping) and (2) Fed-Ex records indicate my shipment was 1.2 lbs (not empty). I will contact Fed Ex tomorrow although I am worried that since Samsung paid for the shipping so Fed Ex may not let me file the claim. Anyways. Thanks folks!
When a company provides a shipping label that effectively "advertises" its contents and then refuses to take responsibility for the carrier they chose, they are shifting the risk entirely onto the consumer. Samsung uses their name on the label primarily for logistical and branding consistency, but it inadvertently creates a "steal here" sign. Most major corporations (Apple, Amazon, Google) have shifted toward using "shell" names like "AI Service Center" or just "Returns Dept" with a generic address, and often provide or recommend using Tamper-evident tape, a patterned reinforced tape that is hard to peel and replace without notice. Samsung’s persistence in using their brand name on pre-paid labels makes the package easily identifiable to anyone in the logistics chain (FedEx hubs, drivers, or warehouse staff) who knows there is a high-value flagship phone inside.
There have been quite a few reports of this situation happening over the years. Call customer support and tell them you have proof of the return being packaged and that you can email them the evidence. When you talk to customer support be polite. If you don't seem to be getting nowhere with getting a refund you can try contacting the CEO in the link below and provide your proof/evidence in the email. https://www.samsung.com/us/support/contact/email-the-ceo/
File a Police Report Samsung often requires a case number before they will "override" a lost/stolen return. You can often do this online in your jurisdiction. It adds legal weight to the claim that the theft occurred while the item was in the possession of Samsung's chosen carrier (FedEx).
Samsung employees have been caught stealing high-value phones. While most of the "empty box" issues are blamed on FedEx or third-party logistics hubs, internal theft at Samsung's own facilities and warehouses is a real, recorded phenomenon. Recorded Incidents of Internal Theft Singapore Warehouse Case (2023) A Samsung Electronics employee was arrested for stealing phones worth over $61,000. He used a colleague’s access tag to enter the storeroom after hours and stole nearly 300 devices over several months. He sold them to second-hand shops to cover personal debts. Warehouse "Swapping" Rings, In several reported legal cases across the tech industry (including Samsung and Amazon contractors), warehouse workers have been caught opening return boxes, removing the device, and re-sealing the box with different tape or even adding "filler" weight like clay or rocks to delay detection. Retail/Agency Theft (2025) Very recently, a former employee at a telecom agency in Seoul was caught stealing nearly a dozen phones on his first week of work, specifically targeting high-end inventory. Why the "Different Tape" is a Smoking Gun The fact that that you noticed the tape was different in Samsung's own unboxing video is the most critical piece of evidence. This indicates one of two things happened: Carrier Theft (FedEx Hubs) A worker at a sorting facility opened the bottom of the box, slid the phone out, and re-taped it using whatever tape they had on hand before it ever reached Samsung. Internal Fraud (Samsung’s Third-Party Logistics) Samsung often uses third-party companies (like Hyla Mobile or Assurant) to process trade-ins and returns. There have been numerous reports on the Samsung Community forums where users allege these contractors claim a box is "empty" because an employee there pocketed the device before the official "unboxing" video was recorded.
Conviently FedEx won't let a customer file an insurance claim (since Samsung owns the label), FedEx can provide a statement or log showing the package weight at various scan points. If it was 1.2 lbs at drop-off but weighed less at the final destination hub, that is documented proof of theft in transit.
Do you still have the IMEI? Not the sim card, but the devices IMEI? You can report it stolen with law enforcement and samsung. The IMEI will be blacklisted and can be tracked should someone try to connect it to internet.
