My Return Was Marked as “Empty Box” – Samsung Ignored Clear Evidence

[kodongsu9]

Disclaimer: This post is part of the documented record of my case. Do not delete or alter this post. If it is removed, I will preserve screenshots and activity logs as evidence and submit them in civil court proceedings.

I want to share my experience so that other customers are aware of what can happen during a Samsung return.

I recently returned multiple brand-new devices following Samsung’s official RMA instructions. Before sealing the box, I carefully photographed the contents — the devices, the RMA form, and the invoice — inside the package. When I dropped it off at FedEx, the system recorded the package at a very high weight that makes it impossible for the box to have been empty.

Later, Samsung sent me a video claiming the return was received with “no items inside.” But this video doesn’t match my photos: the documents I included are missing, the tape placement is different, and the packaging looks disturbed. Even the back panel appears cut and re-taped, which I never did. These are clear signs of tampering after the package left my hands.

Despite providing all of this evidence, every response I’ve received from Samsung has been the same copy-and-paste message: that the return was empty and they cannot process a refund. None of my documented proof has been addressed — not the photos, not the weight records, not the visible differences between my sealed package and their video. My ticket was even closed without resolution.

This isn’t only about my refund anymore. If Samsung can dismiss a customer’s evidence and rely solely on a single internal video, then anyone who returns a product is at risk. Customers deserve transparency, accountability, and a fair process — not to be treated as though we are making false claims.

I’m sharing this so other consumers are aware of what I’ve gone through. I hope Samsung takes responsibility and improves its return handling, because right now, my trust has been completely broken.

If you ever plan to return a product to Samsung, I strongly advise you — unlike with other retailers — to record video evidence of the entire process, from packaging to drop-off at FedEx. This may be the only protection you have if something goes wrong.

3-Line Summary:

• I returned devices with photos and FedEx logs proving the box was not empty.

• Samsung’s video conflicts with my evidence but they keep denying my refund.

• Future customers: record the entire return process on video to protect yourself.

[Mujibar]

Didn't you just post this yesterday?

[kodongsu9]

My previous post was actually deleted because moderators said the case needs to be handled directly with Samsung support, even though I haven’t been able to get any real help from them so far. I’m posting again not because I expect this community to fix my refund, but because I want to document what happened and make other consumers aware of the risks with Samsung’s return process.

[Mujibar]

There's been plenty of discussion in this community about returns gone wrong. Many members, including myself, have experienced the "empty box" claims of the third parties that Samsung continues to use for the device trade-in process. Sorry you're going through this, but thanks for sharing your experience.

[realaud]

If the moderator deleted your first post, they are likely to delete this one, as well.  You might have some luck with emailing the CEOs office with your documentation.  Take @Robin621k 's advice and dispute the charges with your credit card company.

https://www.samsung.com/us/support/contact/email-the-ceo/

[Sweetyardiegurl]

I don't know why but when you complain on here about Samsung doing you wrong they like to remove your post I had issues and it took been persistent to solve my problem but I don't know why anything with that Texas location things always seem to go missing and they want us to just take the fall. I hope you get a positive outcome but don't give up.

[realaud]

They do not remove your post because you are complaining about Samsung doing you wrong.  They removed your post because the moderator stepped in and told you you had to settle this issue with Samsung Support.

If your intent was to document your experience, this is truly not the place for it. If your intent was to solicit advice on what your next steps should be, that's OK.  FWIW, I don't think your post should have been removed, but just closed to further comment, but I am not in charge.

[Blu-Ray]

Ahhhh another person quickly finding out that Samsung has horrible support. Have you posted this to Reddit? You may be surprised at how many people experience the same thing.

[realaud]

This forum is a microcosm of Samsung users, of which there are millions.  The people who come here (or to reddit) with service issues are the ones who had a negative experience, as is human nature.  So, all the voices here chiming in about bad customer service may seem like a lot, but it's really a negligible percent.  

Now, I never had to deal with Samsung service for an electronic device or trade in (because I never traded in a device and have had no mechanical issues with my phones), but I have dealt with them on an appliance issue, and I was extremely satisfied with the experience. That could have changed in recent years, but I have not had to deal with them again, so I don't know. Customer service is slipping across all industries with all companies.  I think the rarity  might be getting stellar customer service.

[realaud]

You cannot use this forum as a method of documenting your experience.  That is what your notes app is for, email to the company or better business bureau, or any other method of preservation.  Putting up a disclaimer is not likely to prevent the post from being removed if the moderator decides to do so.  The terms of using the site specify that the moderators have the right to remove any post at any time for any reason.  Continuing to repost after a post has been removed would be a violation of these terms and likely to get you a temporary or permanent ban.

Also, FYI.  The standard instructions for returning a product is to document your packing process.