Samsung Denied My Refund After Returning My Galaxy S25 Ultra – Need Help!

[Shokoufeh]

I need urgent assistance regarding a fraudulent return denial by Samsung.

On February 2, 2025, I returned a Galaxy S25 Ultra 512GB (Order #SA500853696) using the FedEx return label provided by Samsung. However, Samsung later claimed they received an empty box and denied my refund, despite clear proof that I shipped the phone properly.

Evidence I Have:

✔ FedEx tracking records showing a weight discrepancy (0.6 lbs at drop-off vs. 1.10 lbs at the final scan).
✔ FedEx drop-off receipt confirming I shipped the package.
✔ Samsung’s email confirming they received an empty box.
✔ A FedEx claim filed for possible package tampering.

Despite all this, Samsung refuses to investigate or issue my $1,368.11 refund. I have already:
:small_blue_diamond: Filed a claim with FedEx.
:small_blue_diamond: Submitted complaints to BBB, FTC, and the NJ Attorney General’s Office.
:small_blue_diamond: Initiated a chargeback with my credit card company.

This is unacceptable. I need Samsung’s support team to escalate this case immediately and take action. Has anyone else experienced this issue? How can I get Samsung to take responsibility?

Samsung Support – Please Help!

@SamsungModerators @SamsungSupport

[GaryB82]

You would need to keep try customer service since this is a user to user support community we can’t provide any help

E-commerce 

https://order-help.us.samsung.com/

[willnetics]

Call the bank and file a dispute

[Faith7777]

I've heard these horror stories, that's why when I send my trade in I went into the FedEx store stood at the counter and I videotaped me turning my phone on and off putting it in the Box taping it up walking over to the customer service rep him putting it on the scanner and me taking a picture of how much it weighed. So if there's any discrepancy at all I have a video showing that my phone was in perfect condition and that I put it in the box and I brought it over and it weighed 1.06 lb when it was weighed. What you're saying that your weight was 0.6 so that doesn't make sense. I hope this gets taken care of you please keep us up to date. It's scary and sad that these things happen.

[meself]

I agree something not right with the weight difference

[JosephBrosef]

I have a similar incident. Purchased items from them, UPS claimed delivered even though it's not my address, spoke to Samsung chat rep to file something or get a refund or get a replacement but they wouldn't do anything unless I provide a police report for a full refund. So... Essentially I lost the items and money for the meantime. **bleep** SAMSUNG I've been a loyal customer

[3Fees]

Always take pictures of the return box, the phone in it, the shipping label, ect and show the phone to the shipper before sealing it up for shipment.

Cheers
3Fees

[W3]

That's a good idea for any return. Go to the store when shipping and show the person that it's in the box. Can yoy make them make a note in their systems? It's like when they deliver a package and take a picture,so you should be able to do the same with the employee in the picture.

[Brittany15xz]

I'm so worried about this happening with my trade-in. Its crazy to hear how often this happens! FedEx is shady.

[MsVirgo87]

Them FedEx workers be stealing phones