topic Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Proof .. in Galaxy S26

Return Package Tampered at Samsung Return Center – Empty Box Claim (Proof Attached)

user4vT2YIwabK — Sun, 05 Apr 2026 16:59:15 GMT

Hi everyone, I’m looking for advice on a return issue.

I returned my Galaxy S26 Ultra using Samsung’s provided label and documented the packaging before shipping. The box was fully sealed when I sent it out.

After it was delivered to the return center, I was told the package was received as an “empty box.”

I’ve attached photos:

-Return center image shows the center seam opened and re-taped

- My original packaging shows a clean, fully sealed box

The condition clearly does not match how it was shipped.

Additional details:

-I have photos, videos, and drop-off receipt

- I returned two items:

Wireless charger → processed and refunded normally
Phone → now claimed as empty box

I’ve contacted support multiple times. While the agents are polite, they keep repeating scripted responses and re-escalating the case without resolution
Some agents even acknowledged that the box appears tampered, but I am still being denied a refund

This is my first return after years as a Samsung customer, so this situation has been very frustrating.

If anyone here has gone through something similar or knows the best way to get this properly reviewed, I would really appreciate any guidance.

Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Proof ..

JBTechfanatic — Sun, 05 Apr 2026 18:05:45 GMT

This would be through the shipping company. They check the weight of the box when it's shipped. The return weight should be very close to the weight of the package that was shipped to you. Confirm the two and see if the delivery weight matches the weight you shipped and that weight matches the original order's shipped weight. If it all lines up make a claim.

Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Proof ..

user4vT2YIwabK — Sun, 05 Apr 2026 18:19:39 GMT

Thanks for the suggestion. At this point, it’s really between FedEx and Samsung, as the issue happened after the package left my hands.

This appears to be a known issue with returns arriving as “empty boxes” at the Texas return center, which is why I documented everything before shipping.

I have already provided Samsung with:

-Weight information

-Drop-off receipt

-Packing video and photos

Everything clearly shows the package was properly shipped.

I’m currently waiting for Samsung to escalate this further for a proper investigation, since the return center photos show the box has been tampered with.

Appreciate your input though!

Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Proof ..

Robin621k — Sun, 05 Apr 2026 18:59:54 GMT

Is that the only Photo they provided to you?

There is always a video taken of every box that is opened, they have to provide the video to you when requested.

If they don't resolve this to your satisfaction with the evidence you have sent them, contact your CC company and file a dispute. Send them the evidence you have. They work for you, not the vender (Samsung)

Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Proof ..

user4vT2YIwabK — Sun, 05 Apr 2026 19:10:49 GMT

Yes, they did provide a video link. The screenshot I shared is taken directly from that video.

I specifically captured the bottom of the box because it clearly shows the seam has been opened and re-taped, which does not match how I originally packaged it.

I also have my own photos and video from before shipping that show the box was fully sealed and intact, so the condition shown at the return center is clearly different.

I’ve already provided all of this to Samsung and am waiting for them to escalate and properly review it.

Unfortunately, I used Affirm for this purchase since I never expected to return the phone (I’ve never had to before). I’ve filed a dispute with them as well, but from what I’ve read, they often rely on Samsung’s decision—so we’ll see how that goes.

Re: Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Pr..

Robin621k — Sun, 05 Apr 2026 19:28:49 GMT

I hope you are successful!
Good Luck.

This has happened to me 3 times, I have always been successful with the charge back.
Still waiting on my last one.

Re: Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Pr..

AAbbott — Sun, 05 Apr 2026 19:43:10 GMT

I have to wonder why Samsung thinks that people would go through all the trouble of returning an empty box. Anyone returning or trading in anything knows they are not getting a refund for sending nothing. I can see a few people trying to keep a phone and claiming it was stolen in transit, but not thousands, going by the many complaints I've seen. If I was documenting shipping, I'd probably also video the condition of the package at the drop off point and the whole handing it off to the shipper process, so as to show that the package turned into the shipper is the same one that was packaged at home.

Re: Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Pr..

user4vT2YIwabK — Sun, 05 Apr 2026 20:23:38 GMT

Exactly. This has been happening for years and they still haven’t fixed it. They trust UPS to deliver the phone, but use FedEx for returns… makes no sense. And honestly, in 2026 there should be a way to remotely lock the device so if it’s stolen, it can’t even be used.

Re: Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Pr..

user4vT2YIwabK — Sun, 05 Apr 2026 20:25:05 GMT

they lost your phone 3 times?? that really says a lot about how common this issue is… unbelievable they haven’t addressed it.

Re: Re: Re: Return Package Tampered at Samsung Return Center – Empty Box Claim..

Robin621k — Sun, 05 Apr 2026 20:37:32 GMT

2 phones, 1 watch!

Re: Re: Re: Return Package Tampered at Samsung Return Center – Empty Box Claim..

Robin621k — Sun, 05 Apr 2026 20:40:30 GMT

My return shipper was UPS this go around. It was delivered on March 23, they say 14 business days. 21 business days it has to be settled.

Re: Re: Re: Return Package Tampered at Samsung Return Center – Empty Box Claim..

user4vT2YIwabK — Sun, 05 Apr 2026 20:41:09 GMT

**bleep**...and let me guess, return center in Coppell.TX and via Fedex?

Re: Re: Re: Re: Return Package Tampered at Samsung Return Center – Empty Box C..

Robin621k — Sun, 05 Apr 2026 20:43:55 GMT

The 3 that were stolen, yes Coppell, TX. FedEx the shipper.

My most recent, Irving, TX, UPS the shipper

Re: Re: Re: Re: Return Package Tampered at Samsung Return Center – Empty Box C..

user4vT2YIwabK — Sun, 05 Apr 2026 20:49:11 GMT

That lines up with what I’m experiencing. When you start seeing the same pattern across multiple returns, same locations, and the same carrier, it stops looking like isolated incidents.

If Samsung is aware of this ongoing issue and continues to rely on the same return process, that’s honestly reckless. Customers shouldn’t be the ones taking the loss for a broken system.

Re: Re: Re: Re: Re: Return Package Tampered at Samsung Return Center – Empty B..

Robin621k — Sun, 05 Apr 2026 20:56:46 GMT

Samsung usually when you have sent evidence, especially shipping weight, does a charge back.

I do it over the phone, sending the agent the pictures while on the phone.

Re: Re: Re: Re: Re: Return Package Tampered at Samsung Return Center – Empty B..

user4vT2YIwabK — Sun, 05 Apr 2026 21:01:45 GMT

I actually did both : submitted everything via chat and also while on the phone with an agent. At this point I’ve probably sent the same proof 5–6 times over the past couple of days to multiple reps.

I still received another email saying they can’t issue a refund due to an “empty box,” so I had to escalate it again. This has honestly been such an unnecessary headache.

Would you mind letting me know how your UPS return turns out when you hear back?

Re: Re: Re: Re: Re: Re: Return Package Tampered at Samsung Return Center – Emp..

Robin621k — Sun, 05 Apr 2026 21:02:33 GMT

I absolutely will.

Re: Re: Re: Re: Re: Re: Return Package Tampered at Samsung Return Center – Emp..

Robin621k — Sun, 05 Apr 2026 21:09:59 GMT

The problem with FedEx is it sits at their warehouse until they can fill a whole truck, which when you track it, you ALWAYS GET WEATHER DELAY in Hutchins, TX. UPS there wasn't sitting in a warehouse anywhere. I shipped after 4pm on a Wednesday, it arrived Monday morning.

Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Proof Attached)

user4vT2YIwabK — Sun, 05 Apr 2026 21:38:57 GMT

My timeline was almost identical. Shipped Thursday, delivered Monday—two boxes in the same shipment date. The wireless charger was processed and refunded within a few days. The phone had zero updates until the 10th day, and then I get hit with an “empty box” claim last Friday. That’s when everything went sideways.

Re: Return Package Tampered at Samsung Return Center – Empty Box Claim (Proof ..

LarryTevelson — Mon, 06 Apr 2026 09:42:41 GMT

I had the same problem! I just keep escalating the call to a higher manager. I finally got some one who admitted that there is a problem on there end. Finally they excepted my return.