Phone "lost" on return - how do I get my refund

[xyz123]

Hi, Need some help please.

I got a phone from Samsung website and came with a small free gift. It was received in a sealed brown box. I decided to return it in 14 days and got in touch with Samsung. They gave me a returns label for DPD. Brown box which was received was not even opened and just returned as is. A week after it was received at returns warehouse, I enquired abt refund. I was told they only got the small gift (screen protectorlback but not phone and hence refusing a refund. I am trying to raise a formal complaint but still waiting on that.

Assuming they stick to their line of unit not been received, what do I do?

Thanks

[e-honda]

xyz123 said:

Hi, Need some help please.

I got a phone from Samsung website and came with a small free gift. It was received in a sealed brown box. I decided to return it in 14 days and got in touch with Samsung. They gave me a returns label for DPD. Brown box which was received was not even opened and just returned as is. A week after it was received at returns warehouse, I enquired abt refund. I was told they only got the small gift (screen protectorlback but not phone and hence refusing a refund. I am trying to raise a formal complaint but still waiting on that.

Assuming they stick to their line of unit not been received, what do I do?

Thanks

Play them at their own game
You sent back the box you received, If it wasn't in the box then you never received it.

[Griffith4ever]

e-honda said:

xyz123 said:

Hi, Need some help please.

I got a phone from Samsung website and came with a small free gift. It was received in a sealed brown box. I decided to return it in 14 days and got in touch with Samsung. They gave me a returns label for DPD. Brown box which was received was not even opened and just returned as is. A week after it was received at returns warehouse, I enquired abt refund. I was told they only got the small gift (screen protectorlback but not phone and hence refusing a refund. I am trying to raise a formal complaint but still waiting on that.

Assuming they stick to their line of unit not been received, what do I do?

Thanks

Play them at their own game
You sent back the box you received, If it wasn't in the box then you never received it.

This - they need to raise the theft with DPD - they booked the courier - they have to deal with it. Otherwise, they have to accuse you of theft.... that would be interesting.