Trade-In Phone Swapped

[uservKXYZ9u1v4]

I have been a loyal Samsung USA customer for many years, but after my recent experience I am rethinking that decision. I recently purchased 2 Samsung Galaxy S25+ phones through Samsung's Trade-In program. I followed their instructions using their provided shipping labels and their instructions to return our Galaxy S22+ phones in the boxes the new Galaxy S25+ phones were shipped in. I deliverd the trade-in phones to the mailing center and obtained proof of shipment for both phones. Within a few days the nightmare with Samsung began. I received an email that one of the two shipped phones was not a Galaxy S22+, but rather a Galaxy S20+ and I was now being charged an additional $250. I immediately call Samsung USA and spoke with their representative who confirmed the shipping box had been tampered with and any charge we incurred would be refunded. This was in November. We have made numerous phone calls to Samsung and to date they have not refunded the $250. We have provided proof of purchase, copies of our AT&T statement showing the model phones, copies of text from their representative stating we would receive a refund and the shipping receipt. This has all been ignored. We have since discovered we are not the only customers to experience this issue. Reddit and Samsung Forum have numerous customers with similar complaints. Samsung obviously is aware of the problem with phones being swapped before the video trade-in packages are being opened at their 3rd-party centers, but they continue to NOT address the problem. I am posting this as a warning to others who may be considering buying a new Samsung phone using the trade-in program....buyer beware your trade-in may be swapped and you cheated out of your full trade-in value. 

Samsung Samsung Electronics Samsung Global Reddit

[amuscari11]

I've never had that problem, who'd you ship it through and if it's out of country customs searches things and someone might have tampered with it.

[uservKXYZ9u1v4]

Irving,TX

[uservKXYZ9u1v4]

FedEx

[Robin621k]

I am sorry you are going through this, if you have exhausted all avenues with Samsung, I would contact your CC company and initiate a dispute. They work for you, not the vender.

[uservKXYZ9u1v4]

We have done that too along with the Better Business Bureau.

[doom1234]

Unfortunately, this is happening with carrier services too

[Ekamek]

Thanks for sharing

[Crazyhair]

This seems to be a never ending story!

[CrymsonDawn]

This exact same thing happened to me! I shipped a green Galaxy S22+ in perfect condition and even with the case on and they said that I had sent in some random purple S20 Ultra. I followed up several times and two separate customer service reps told me that there was video of my package being unpacked and it was that purple phone. I've never owned an ultra or a S20 of any kind.

I have no idea what's going on over there. I had to end up paying extra and they refused to admit that something shady was going on.