Fedex stole my fold 4 return

[Happy_Dragon_Nose]

FedEx STOLE my Galaxy Z Fold 4 return

Received a Verizon Galaxy Z Fold 4 from Samsung on 8/30/22 but it was too much phone for me so I requested a return, printed the return label and packing slip, packed up the phone and placed it back in the same box that was shipped to me and went to the local FedEx office store in Oakland, CA on 9/1/22. I handed the clerk the package which definitely contained the phone but when it was received by Samsung in TX on 9/7/22 the box was empty and they sent me a video of someone in their returns dept. opening the box which contained only the packing slip. Putting aside how OUTRAGEOUS it is that you can't even trust a supposedly reputable global shipping company with getting your packages to their destinations intact, I contacted Samsung and the only thing they would do is refer me to FedEx to file a claim. After filing the claim I received a call from a FedEx rep. and she told me the investigation is complete, she apologized for the situation I've been placed in and for the inconvenience, and to file another claim online to receive reimbursement for the cost of the phone. Upon doing so I received the following in an email today: "Unfortunately, upon completing our investigation, we must respectfully decline your claim. Under the terms governing this shipment, FedEx does not accept liability for concealed damage under the Return Options program." Concealed damage?? THEY STOLE MY PHONE!! A $2100 phone I didn't want and returned. Now I'm on the hook with Verizon for the cost of the phone I was financing from them, the service I was going to cancel once the return was received, and the impending $775 charge from Samsung for the trade in they won't be receiving. I decided to stick with my S22 Ultra on T-Mobile. I already filed a report with the Oakland Police Dept but they're about as helpful as a whistle on a snow plow. Can someone please give me advice on how to proceed? I'm stressed. Thanks.

 

[B. Diddy]

Welcome to Android Central! I merged your post into the existing thread about this issue.

 

[J Dubbs]

Re: FedEx STOLE my Galaxy Z Fold 4 return

Received a Verizon Galaxy Z Fold 4 from Samsung on 8/30/22 but it was too much phone for me so I requested a return, printed the return label and packing slip, packed up the phone and placed it back in the same box that was shipped to me and went to the local FedEx office store in Oakland, CA on 9/1/22. I handed the clerk the package which definitely contained the phone but when it was received by Samsung in TX on 9/7/22 the box was empty and they sent me a video of someone in their returns dept. opening the box which contained only the packing slip. Putting aside how OUTRAGEOUS it is that you can't even trust a supposedly reputable global shipping company with getting your packages to their destinations intact, I contacted Samsung and the only thing they would do is refer me to FedEx to file a claim. After filing the claim I received a call from a FedEx rep. and she told me the investigation is complete, she apologized for the situation I've been placed in and for the inconvenience, and to file another claim online to receive reimbursement for the cost of the phone. Upon doing so I received the following in an email today: "Unfortunately, upon completing our investigation, we must respectfully decline your claim. Under the terms governing this shipment, FedEx does not accept liability for concealed damage under the Return Options program." Concealed damage?? THEY STOLE MY PHONE!! A $2100 phone I didn't want and returned. Now I'm on the hook with Verizon for the cost of the phone I was financing from them, the service I was going to cancel once the return was received, and the impending $775 charge from Samsung for the trade in they won't be receiving. I decided to stick with my S22 Ultra on T-Mobile. I already filed a report with the Oakland Police Dept but they're about as helpful as a whistle on a snow plow. Can someone please give me advice on how to proceed? I'm stressed. Thanks.

Don't waste your time with FedEx... focus all your energy on Samsung and escalate, escalate, escalate... and they'll make it right. Read through this thread for tips.. it's actually quite informative, with links to other threads as well.

Most businesses say no at first to weed out the folks who aren't fighters, it saves them a lot of money. But once they know you're not going away they'll take care of you. It's the ole' squeaky wheel gets greased approach. That applies to most things in life actually.. which I think I mentioned earlier in this thread

 

[trucksmoveamerica#AC]

I agree, forget FedEx that's a dead end. Contact Samsung and if you get the deny email contact again and again. Samsung usually approves it after a couple go arounds. I don't know how they will do it being it's financed thru Verizon, so please keep us posted. Most people I've read this happened to it was Samsung direct and not involving a carrier so it will be good to see how yous turns out. I'm guessing they will eventually credit you back. Just keep after them if the deny, squeaky wheel gets the grease

 

[user2390]

I'm the latest victim here guys of my S23 plus return, hopefully it will be resolved.
Here is the link:

FedEx stole my galaxy S23plus return

I just got an update of my return to samsung shop online that my return was unsuccessful because they received an empty box, it is really a nightmare to me and my wife right now if the charge us for $1100 plus and still the theft roaming around and looking for another victim. Hopefully this will...

forums.androidcentral.com

 

[AndroidFanboy8]

Hi I just got an email of my return and they send me a video and the box was empty out. The only thing there was the case box and the case of the buds. Do you guys know how to resolve this issue?? I don’t want to loose almost $2000

Did you get FedEx shipping insurance? They always ask! I prolly would go into a FedEx depot that ways there's recourse! Sorry to hear about this stuff yer going thru, KARMA's a beotch just remember that.

 

[aokusman]

Dang. Do you any experience how these thing work out? What if samsung denies my refund? Should I do a dispute with my bank?

This happened to me last year. I returned a brand new fold4, watch and buds. I dropped it off at the local fedex business center. I noticed later that night that the tracking weight was showing 1 pound less than what was indicated on my drop off receipt. I called fedex about this and was told that its normal. A week later i get the same email you got from samsung with a video showing all the items cut out from their boxes. Got a police report and filed a case with fedex. It was denied. I then kept calling samsung until samsung refunded me. Fedex is crap.

 

[cabal023]

having same problem right now return s23 ultra and they send me a videos of it empty FedEx was suppose to delivered it Monday but

 

[aokusman]

having same problem right now return s23 ultra and they send me a videos of it empty FedEx was suppose to delivered it Monday but

Get a police report and call Samsung. FedEx won’t help.

 

[cabal023]

Get a police report and call Samsung. FedEx won’t help.

how can i report to BBB because i just chat with Samsung today and they cant do anything since the box they received is empty

 

[user2390]

how can i report to BBB because i just chat with Samsung today and they cant do anything since the box they received is empty

File BBB claim here:

Samsung Electronics America Inc. | Better Business Bureau® Profile

BBB accredited since 6/22/2010. Wholesale Electronic Supplies in Ridgefield Pk, NJ. See BBB rating, reviews, complaints, & more.

www.bbb.org

 

[trido#AC]

My fold 4 was also stolen shipped back to TX via Fedex. I did this

Email the CEO | Samsung US Support

email the CEO

www.samsung.com

Emailed them the issue they called me went over the return video and Samsung made it GOOD. Thanks Goodness.
Anyone else issue try this link in my case it worked.

 

[ray20020701]

Happened to me today. Sent a Fold 3 for $625 towards a S23 Ultra. Used the same packaging they sent the S23 Ultra (the box and the springy brown paper insulating packing material. Used the original Fold 3 box, too. Got a drop-off receipt from FedEx Office on July 19, but it doesn't show the weight.

Several days later, FedEx Ground sent a delivery confirmation email showing the package was 1.40 pounds upon delivery.

Today I got an email from Samsung saying I'd be charged $625 as all they'd received was an empty box. They attached two seemingly identical photos of the box, empty but for the packing slip I'd included upon packing it all.

Chatted online with "Rep 1" who assured me that the chargeback would be cancelled, as I had that proof.

Less than 30 minutes later, got an email from Samsung saying the chargeback couldn't be cancelled because they'd received an empty box.

Chatted with "Rep 2" about 15 minutes ago, who said he'd escalate again and have them look at the unpacking video. Judging by most of the posts addressing the unpacking videos, I bet it'll show them unpacking an empty box.

Panicked, I'm on hold with a rep on the phone about this. All throughout, I've been noting that "I just learned that this is a known issue, that it's happening to many people." (i.e., "Don't act like this is rare and you've not seen it before.")

I have the FedEx Office store drop-off receipt (without the weight), and the FedEx delivery confirmation email showing the weight upon delivery is 1.40 pounds.

This is making me feel anxious and ill.. I'm just disgusted. I've been a frequent Samsung Electronics customer for decades, but that's nearing an end.

I'm going to file with the BBB and contact the CEO via the link provided above (thanks).

Stlll on hold on the phone ("Rep 3").

I'm just disgusted by it all.

Update: after a 30-min hold, I was disconnected. Rep 3 sent an email saying the chargeback was cancelled. I fully expected to receive another email to the contrary, as after my first chat with Rep 1. Then received another email that looked pretty official (i.e., the product of the system itself, rather than a rep just typing) saying:

"Trade-in chargeback update

" Hi [name]

" We are happy to inform you that there will not be any chargeback related to your trade-in order #[order number] . No further action is needed at this point.

"Thank you for participating in the Samsung Trade-in program."

I'm half-expecting another follow-up to the contrary. We'll see, I guess. No more Samsung for me after the S23 Ultra, which I plan on keeping for at least 3 years. Maybe a Pixel or Moto or something.

 

[ansa82]

That's just awful. It's terrible we have to worry about this nonsense. I have a return in progress this week and I'm so nervous to have this happen.

 

[aokusman1]

Happened to me today. Sent a Fold 3 for $625 towards a S23 Ultra. Used the same packaging they sent the S23 Ultra (the box and the springy brown paper insulating packing material. Used the original Fold 3 box, too. Got a drop-off receipt from FedEx Office on July 19, but it doesn't show the weight.

Several days later, FedEx Ground sent a delivery confirmation email showing the package was 1.40 pounds upon delivery.

Today I got an email from Samsung saying I'd be charged $625 as all they'd received was an empty box. They attached two seemingly identical photos of the box, empty but for the packing slip I'd included upon packing it all.

Chatted online with "Rep 1" who assured me that the chargeback would be cancelled, as I had that proof.

Less than 30 minutes later, got an email from Samsung saying the chargeback couldn't be cancelled because they'd received an empty box.

Chatted with "Rep 2" about 15 minutes ago, who said he'd escalate again and have them look at the unpacking video. Judging by most of the posts addressing the unpacking videos, I bet it'll show them unpacking an empty box.

Panicked, I'm on hold with a rep on the phone about this. All throughout, I've been noting that "I just learned that this is a known issue, that it's happening to many people." (i.e., "Don't act like this is rare and you've not seen it before.")

I have the FedEx Office store drop-off receipt (without the weight), and the FedEx delivery confirmation email showing the weight upon delivery is 1.40 pounds.

This is making me feel anxious and ill.. I'm just disgusted. I've been a frequent Samsung Electronics customer for decades, but that's nearing an end.

I'm going to file with the BBB and contact the CEO via the link provided above (thanks).

Stlll on hold on the phone ("Rep 3").

I'm just disgusted by it all.

Update: after a 30-min hold, I was disconnected. Rep 3 sent an email saying the chargeback was cancelled. I fully expected to receive another email to the contrary, as after my first chat with Rep 1. Then received another email that looked pretty official (i.e., the product of the system itself, rather than a rep just typing) saying:

"Trade-in chargeback update

" Hi [name]

" We are happy to inform you that there will not be any chargeback related to your trade-in order #[order number] . No further action is needed at this point.

"Thank you for participating in the Samsung Trade-in program."

I'm half-expecting another follow-up to the contrary. We'll see, I guess. No more Samsung for me after the S23 Ultra, which I plan on keeping for at least 3 years. Maybe a Pixel or Moto or something.

This happened to me when I returned an unopened fold4, buds, and watch delivery. Took about 3 months to resolve it. You are only out of the woods (my experience) when you receive an email stating YOUR TRADE IN or RETURN HAS BEEN RECEIVED.

This was my email -

Dear XXX,

Thank you for promptly returning your Samsung order #US335460XXX. We have successfully processed and completed your return. It may take up to four business days for the refund credit to be reflected in your original payment account.

Thank you for shopping on Samsung.com.