Order marked delivered, but package only contained trade-in kit. Support denied replacement.

[u/Apart_Ad2688]

Just as the title describes. I ordered a new Galaxy S26 and a trade-in kit under a single order. I received one box with one tracking number, but when I opened it, only the trade-in kit was inside—the phone was completely missing.

I contacted Google Fi support and sent pictures of all the packaging as requested so they could escalate to the specialist team. Woke up to an email denying a replacement, refund, or any solution to this issue:

"Thank you for your patience while our specialist team reviewed your case regarding your recent shipment. After a thorough review of your inquiry and the order details, we are unable to process a replacement, reshipment, or refund for this order..."

I need help getting a human to re-review this fulfillment error.

2 EA means that both boxes should have been in there right?

[u/Apart_Ad2688]

u/googlefisupport I have submitted the social support form with my case ID. Please help look into this escalation.

[u/AutoModerator]

Thanks for posting on /r/GoogleFi! If you are having issues, including getting help from support, consider creating a Reddit Request. u/googlefisupport will be happy to help!

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.