[I am reposting this because it seems like the original post was marked by someone as solved. It has not been solved at all]
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.
I had ordered another S25 Ultra which got delivered today (Dec 19) in an identical shipping box from Samsung.com. I checked the boxโs weight before opening and it is 545g which is approximately 0.54Kg - same as what my un-refunded shipment box is recorded in Fed Ex log.
I have the following evidence of tampering: (1) Samsungโs receiving video pictures of new cross taping only on the back side of the box which is different from my pre-shipment image records (2) Fed Ex log showing the weight of the box indicating that the box wasnโt empty and in fact its weight was what a Samsung shipment box containing an S25 ultra phone should be.
