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An Amazon customer spent $2K on two Garmin watches, but received empty boxes and only a $100 credit — here’s what to do if you get an empty package

AI-generated analysis

📦 An Amazon customer named Eric Lapworth spent $2,000 on two Garmin watches but received empty boxes instead.

📞 Lapworth contacted Amazon after discovering the first package was light and damaged, only to be told there was a shipping delay.

🔄 Customer service representatives instructed him to order a replacement while refusing the delayed delivery for a refund.

📹 When the second box arrived, Lapworth recorded the driver seeing the empty package before calling Amazon without resolution.

😤 Lapworth spent 14 to 15 hours over four to five days trying to resolve the issue with customer service agents who hung up or left chats.

💸 Amazon initially offered a $10 credit for the mishap, which was later raised to $100 after further argument.

📉 Despite the credit, Lapworth is still out $2,000 and does not have the watches he ordered at the time of reporting.

🔍 An Amazon spokesperson stated that the company is currently investigating the matter regarding the empty packages.

🗣️ Reddit users have posted warnings advising customers not to buy Garmin watches from Amazon due to similar issues.

🇨🇦 Leo Chteinberg from British Columbia faced a similar situation with a $2,100 watch that arrived in an empty box.

👮‍♂️ Chteinberg filed a police report and contacted authorities before finally receiving a refund after media coverage of his frustration.

🎓 Marketing professor Eddie Ning suggests Amazon has built-in obstacles designed to make customers give up on claims.

📸 Experts advise taking photos and videos of the box condition while the delivery driver is still present for documentation.

📝 Consumers should save all correspondences with sellers, including chat logs, emails, and order confirmation numbers.

🛠️ For Amazon orders, users can go to order history, select the item, and choose "Problem with order" to initiate a claim.

📢 If front-line agents fail to resolve the issue, customers should ask for a supervisor or specialized claims team.

🚔 Filing a report with local police creates an official record that may be required by credit card companies or insurers.

🌐 Consumers can file complaints with the FBI's IC3, the FTC, and their state attorney general's office if the seller won't cooperate.

💳 If paid by credit card, customers may initiate a chargeback by providing documentation like photos and police reports.

🔁 Persistence, documentation, and using escalation channels are often necessary to secure a refund or replacement.

Risk Factors
  • Multiple customers, including Eric Lapworth and Leo Chteinberg, received empty boxes for high-value Garmin watches purchased through Amazon, with losses exceeding $2,000.
  • Amazon customer service reportedly offered only a $10 credit initially, raising it to $100 after persistence, leaving customers out the full purchase price of their watches.
  • An expert from UBC's Sauder School of Business stated that Amazon has 'built-in obstacles' in its return process, suggesting the company intentionally makes resolution difficult and only compensates the most persistent consumers.
  • Customers report being told to order replacement watches while waiting for delayed shipments, which resulted in receiving additional empty boxes instead of functional products.
  • Amazon customer service agents have reportedly hung up on customers, left chat messages unread, and failed to provide resolutions even after drivers confirmed packages were empty.
Full Analysis
Multiple customers are reporting that they received empty boxes containing Garmin watches purchased through Amazon, with some incidents involving high-value items costing over $2,000. Eric Lapworth and Leo Chteinberg are among the individuals who experienced this issue, where their packages arrived light or contained only empty packaging despite paying full price. In Lapworth's case, Amazon initially offered a $10 credit before raising it to $100 after he persisted, but he still has not received his replacement watch. Amazon spokespersons have stated they are investigating the matter, while experts suggest that retailers may intentionally build obstacles into their return processes to only resolve issues for the most persistent customers. The article outlines specific steps consumers can take if they encounter empty packages, including documenting the condition of the box with photos or video, saving all correspondence with customer service, and escalating the issue by requesting supervisors or contacting specialized claims teams. If initial contact with the retailer fails, consumers are advised to file police reports, submit complaints to federal agencies like the FBI's IC3 or the FTC, and potentially initiate chargebacks through credit card companies. The piece emphasizes that persistence and thorough documentation are often necessary to secure a refund or replacement when dealing with such shipping discrepancies.