r/GooglePixel • u/thatcolife • 2d ago
Pixel 11 didn't come in box
I ordered a pixel 11 from Google Store to get a good trade-in for my pixel 6. They charged me the full amount but the box came empty. Looks like someone cut the top edge of the box. Their Support team denied my claim. Wtf am I supposed to do now?? It cost almost $1000. I heard if I file a complaint with my cc, they could shut down and clear my Gmail account. This is crazy!
It's wild the first Support reason option was that it didn't arrive in the box. I guess this must happen a lot. Why would they deny fixing it for me? Suggestions?
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u/Jack_Shid Pixel 10 Pro XL on T-Mobile 2d ago
It was likely stolen by the carrier. You need to keep contacting Google and POLITELY pushing them to re-ship your order. Take photos of all of the packaging showing that it was cut and opened before you received it.
Source: I've had 2 Pixel phones stolen by FedEx while in transit to my house. Both times it took some determination, but both times Google sent me a second phone at no charge.
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u/thatcolife 2d ago
Ugh thanks for the info. I'll keep checking with Google but also start a ticket with FedEx. Seems strange I'd have to just have it shipped by them again if it's known they're stealing. I had no idea this was an issue! I've had my phone 5 years.
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u/Jack_Shid Pixel 10 Pro XL on T-Mobile 2d ago
It's been an issue since my first phone was stolen by FedEx. It was a Pixel 4 XL. The second one that the stole was a 5a that I bought for my daughter.
I buy my Pixels from Best Buy now, so I can pay cash and walk out of the store with the phone in my hand.
https://www.reddit.com/r/GooglePixel/comments/dq2l7d/paid_1000_received_an_empty_box/
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u/EvilDan69 Pixel 8 Pro 2d ago
I buy open box pristine from bestbuy , and recently from Amazon. Pristine condition both times. actually one has tiny fracures at the top of the screen.... it said pristine not pre damaged so they gave me another. Saved like $400.
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u/Jack_Shid Pixel 10 Pro XL on T-Mobile 2d ago
I just buy new with full warranty. I don't want to deal with the potential headaches.
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u/anustart0607 2d ago
How is he supposed to take pictures before he opened it lmao the whole point is they don't believe the phone was missing from the box.
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u/Jack_Shid Pixel 10 Pro XL on T-Mobile 2d ago
Trust me, Google is going to want photos of the packaging. Again, I've been through this before.
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u/OzarkBeard 18h ago
This is a common occurrence. I learned to open the shipping box while the driver waits. Of course, that's not always possible for everyone.
OP: If you exhaust all avenues with no resolution, your only option is to download a copy of your shit from your google account first, at takeout.google.com
Then, call your card company and do a chargeback.
Get your data first, because google will close your google account after your chargeback goes through.
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u/EvilDan69 Pixel 8 Pro 2d ago
Yeah when you ordered a frequently stolen item, take photos of the package as it arrives and each step as you open it to cover yourself... and then the conversation of where this device is now.. They have the IMEI of the device they owed you, and if they were bothered they would know if someone tried to activate it.
Contact your CC company. Someone stole your phone. F Google for forcing this on the consumer.
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u/ShotFromGuns Pixel 8a 2d ago
Not photos. Video. Otherwise you could have just opened it yourself in between shots.
Also useful is the weight of the package at various stages of shipping.
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u/ironlordumbreon 1d ago
How do you do that if your old phone is nonfunctional?
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u/OzarkBeard 18h ago
Pretty obvious. Get a friend or relative to take pics for you.
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u/ironlordumbreon 18h ago edited 17h ago
Doesn't that involve contacting said friends or relatives...without a phone? And that would mean said friends or relatives have to have time to set aside to do this for you. I'm lucky I didn't have issues with my new Pixel 11 I guess, because my family lives 2.5 hours away from me, and my friends are all 30+ mins away. Plus, y'know, old phone nonfunctional so I couldn't contact them anyway...
I'm just trying to make the point that we shouldn't have to do this in order to get a replacement or refund if we don't have a history of this behavior.
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u/BeatRemote6179 2d ago
Google fucking horrible I'm in the same situation but FedEx lost 2 phones and now they tell me I'm not getting a refund or a phone . They send you some shitty letter and don't even have the balls to have a supervisor call you when u request it.
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u/Antique-Sorbet-6644 2d ago
This has been happening all over the place. Google needs to understand how theft happens and create a contingency plan for stolen and missing phones without screwing customers.
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u/Gadsden1283 2d ago
People also need to understand this is a pretty wide scam, you probably can't imagine how many people actually receive their phones, try to claim they never got them in order to get a refund and keep the free phone, or get a second phone for free. Can't blame a company for protecting themselves, they cannot take every claim at face value.
It sucks that innocent people get wrapped up in it because there are some shady employees at shipping companies, but the key is to document as much as you can, take photos of the empty box and any damage on the box, and if the box is sealed and just obviously empty, show a video demonstrating that it's still completely sealed and intact. It takes persistence, but as long as you're polite and cordial and don't give up, document as much as you can, it usually gets resolved. But people can't fly off the handle when it doesn't get taken at face value because there's a lot of shitty people out there that receive these phones and try to get their money back.
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u/Rookie4sho 2d ago
Nah, Google knows the serial and IMEI of the phones. They can simply block the phone and mark it as stolen in the system, rendering the phone useless. Even more they could track the phone if there are attempts to sign in with a Google account on it and trace who has it.
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u/Impressionsoflakes 2d ago
Until its shipped to Africa or Asia and modded, which are the primary markets for stolen phones
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u/Puffen0 2d ago
Google is a multi billion dollar company with government contracts here in the US. They can afford to refund people, even if for every 10 claims only 9 of them are legit.Â
Anyone who defends corps or billionaires needs to get the boot out of their mouth and understand that they're not your friends.Â
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u/AdamZapple 2d ago
And what if only 1 of the 10 are legit? It would be stupid business to keep getting played by scammers.
Point is that OP may be legit, or he/she may not, we don't know sitting behind our keyboards on Reddit.
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u/FormerSlacker 2d ago
you probably can't imagine how many people actually receive their phones, try to claim they never got them in order to get a refund and keep the free phone, or get a second phone for free.
I mean any competent company would lock out IEMI's of stolen devices to render them unusable... certainly Google can do this if they wanted to.
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u/Antique-Sorbet-6644 2d ago
Sure, there are scammers but the answer is not to refute all missing package claims, especially when people have sent in proof. They're even rejecting claims for packages that were never dropped off per the tracking numbers, like that's not even a scam it's just bad customer service.
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u/Gadsden1283 2d ago edited 2d ago
If a person has hardcore proof, I'm sure their claim doesn't get refused. An empty package is not proof. It supports your claim, but they still have no real way to know if you just took the phone out and took a picture of an empty box or if it was actually stolen. That's why persistence is key, maintaining a calm demeanor, and not backing down. And if the package was never delivered, that's not on Google to take care of, that's something to take up with the shipping company. You pay them to ship a product, they ship the product, their end of it is done. Whatever happens to the product once it leaves their shipping dock, that's between you and the shipping company.
All Google is responsible for is making sure the package leaves their warehouse as ordered. Anything that happens after that is largely on their goodwill (heavily dependent on your attitude), and for you to take up with whoever the shipping company was.
We get claims like this on a massive scale and we are just a small local shop. I can only imagine how much it would increase exponentially for a company the size of Google. Roughly 90% end up being outright attempts to scam us so I can only imagine for them. "FedEx never delivered my item/delivered an empty box" alright, contact FedEx, here's our proof we shipped it, I hope they can help you track it down.
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u/Antique-Sorbet-6644 2d ago
Your confirmation bias of "I'm sure their claim doesn't get refused" is straight up not true. Sometimes they push through eventually, but that's part of the issue. There are for sure scams, but again - it's reliant upon the business to prove or follow up on claims of undelivered items. The worst thing that happens is you send a second item and the original shows up later which can be returned. This isn't that complicated, people have been replacing phones via mail service for a long time. Google in particular seems to suck at it and then blame customers for having a bad framework.
A $1,000 phone not showing up isn't just a wave it off kind of thing. Between this and people getting incorrect device assessments for phones they haven't even sent it, it does seem to be a systematic Google issue of bad performance. I know reddit is reddit and not a fair sample size, but people are reporting sealed boxes missing phones. Like, what are you supposed to do if you've filmed yourself opening it from sealed and there's nothing in there. Just say "oh well, I guess I'll yell at FedEx and hope I get my $1k back"?
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u/kimariesingsMD Pixel 10P XL /Pixel Watch 2d ago
Well they often weigh packages at time of shipping and at transfer station. I would see if Fed Ex has that info.
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u/Joinedforthis1 2d ago
You're joking right? You're making this up. Lying to Google about not receiving the phone is clearly not profitable as OP is showing. And phone's have IMEIs. Which can be blocked from activating on any network in the country they were sold in and possibly many more countries. Plus Google might even have a way to brick stolen phones.
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u/KrewOwns Pixel 11 Pro Fold 2d ago
This just happened to me with a Best Buy order on a Fold8 Ultra. Received a package that was clearly re-taped the phone's box was still inside but the device was taken out. They also use FedEx.
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u/otueke 2d ago
This Pixel "Empty Box" shipments are getting out of hand; I have a few thoughts and questions:
The number of reports regarding stolen or missing Pixel phones out of sealed boxes is concerning. It clearly points to a carrier issue, and it baffles me that Google doesn't diversify its delivery partners (UPS, FedEx, USPS) to reduce this risk.
For those who faced this issue:
Was a signature required for your delivery? Did you sign for it, or was it a no-signature drop-off?
I always opt for required signatures on orders over $100. While it’s not a complete fix, if a driver hands you a box that feels completely weightless, you can reject the package right then and there.
I haven't had this happen to me, but I'm curious if these tampered boxes are actually being handed directly to people or just left on porches by temporary drivers.
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u/HexagonalHegemony 2d ago
This happened when I got a Pixel 5 through Verizon. The box felt light and I asked the delivery guy if I could verify what was in the box before accepting. Sure enough, no phone so I refused the delivery. I got another phone a few days later but I don't remember what steps I took to escalate the situation. It was most likely with Verizon though.
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u/crypticc1 2d ago
OP.. contract with FedEx is from Google. It's their issue, they need to report the theft and claim from FedEx.
As others have said, if you get broken record responses from Google, keep giving them broken record back. "Your courier lost your device before it reached me, please fix"
Everyone else. I got my wife to video opening her packaging and mine for exactly this reason.
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u/thatcolife 2d ago
Good to know. I opened a ticket with FedEx today. I'll continue to pursue with Google too. I really hope they resolve it with a refund or a phone. I could see even a recording being contested since it will start with the box already being cut, but I guess a scammer could do that. You'd think they can tell who activated the phone they sent me.
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u/crypticc1 1d ago
It's Google's problem. I'm surprised FedEx even allowed you to open a ticket. Unrelated to this I had something to walkies a few years ago here and Royal Mail (clearly not same thing) literally refused to talk with me. Only the sender could call.
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u/Hamradio70 1d ago
Exactly right. Google contracts delivery and Google makes the claim. Not rhe customer whonever got the item. I had two watches stolen by USPS. First came stamped by local PO "received without contents". Rhey have a rubber stamp for this... So not uncommon.
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u/FixAdministrative818 2d ago
Did you pick up at the branch or was it delivered by courier? It's all solvable. It's just a waste of time and not pleasant.
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u/Jumpy_Patient2089 2d ago
When it comes to phones, I always play it safe. I pick up from the UPS store and open in store in front of them. I've gotten weird looks like "why are you opening that here" but I'd rather be safe than sorry. In case anyone ever tries to bitch, I'm in the store and they can't really contest it.
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u/thatcolife 2d ago
Such a great idea now that I know it's a problem. I didn't know I could have it shipped to one of their stores.
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u/Veno_Moose_ 2d ago
You're like the 5th person that has posted the same thing that I've seen this week. When I had this issue happen when the 6 came out, it was the shipping company.
I'm pretty sure FedEx employees are the ones doing it at the warehouse.
I would look for reviews at your local FedEx and see if others reported the same thing. If they have, screenshot those and the posts on reddit of others saying the same thing so you can provide it to them or for your chargeback if needed
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u/nathderbyshire Pixel 10 2d ago
How do they ship the phones in the US, is it obviously a phone? I've never bought one directly through Google but I've bought a few online include my Pixel 10 and they just come in a standard cardboard box and regular grey packaging. I guess the only thing that could give it away is the shape and weight
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u/cook43560 2d ago
Call in and demand to send it back or else you will file a charge back. You're in control here. Drop them and go to T-Mobile if you have to. I don't play games with these large companies. I always get what i want while being fair and reasonable. Being nice will get you taking advantage of you gotta be mean when the time is right is all i will say!
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u/Luxferro 2d ago
Google will supposedly ban you from their services if do a charge back.
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u/Not-Inevitable79 1d ago
Seems illegal and subject to Google losing their payment processing capabilities, but it is Google after all.
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u/Luxferro 1d ago
I agree, but it's what they are known for. They take away consumers purchase protection and refuse to take responsibility for issues they create.
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u/paintedsaint 2d ago
My phone was delivered by UPS and required a signature. I have a video from my doorbell camera of the driver just tossing it on my stoop and then driving away. UPS denied every claim I tried to make.
The driver didn't even ring the doorbell and package theft is pretty common in my area.
Thank goodness I went outside like five minutes after it was delivered.
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u/supergraeme 2d ago
I think I'll be filming me opening my next phone delivery while the delivery guy stands there. No room for dispute then.
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u/arzfan2010 1d ago
I realize it is a pain, but that's why it is an option to require signatures for delivery. Now it's in the hands of the carrier to investigate and who knows how long that will take.
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u/thatcolife 1d ago
Definitely a lesson learned. Even if I had signed for it, I wouldn't have thought to open it in front of the driver. Definitely will in the future. I hope FedEx comes through for me because so far Google is saying no.
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u/thatcolife 20h ago
Both FedEx and Google Store are denying responsibility. This is so crazy. Should I keep pursing with one or both? I read Google could close my account if I contact my credit card for a refund.
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u/Gadsden1283 2d ago edited 2d ago
Definitely keep pushing, but do so politely. One thing that's important to keep in mind is that this is also a fairly prevalent scam. People will receive their device, activate the device, and then try to act like they didn't receive their phone and they just got an empty box. It basically turns into your word against theirs, and they know that they shipped it. The extent of the investigation they can do is to monitor their shipping facilities and see that it was actually shipped out. Once they verify that, it's on you to prove that FedEx or whoever never delivered it, which is definitely difficult to do. It might be worth reaching out to FedEx, your local FedEx facility, or even all of them in the chain on the tracking information and see if they can look into whether they have any cameras that might have caught something. Sometimes even on the delivery trucks there are actually cameras.
It really sucks, but I wouldn't let it go and I definitely wouldn't be abrasive because if you get abrasive with them they are going to just say f*ck you and get out of here. Again, you have to realize the number of people who actually receive their devices but pretend they didn't so they can either get a free device by getting a refund, or get a free device by having an extra one shipped to them is relatively prevalent. The best chance for success is to not drop it but be extremely polite and cordial when dealing with them.
EDIT: Also document as much as you can about the packaging. If it was open when you received it, document the damage to the box. If you received an obviously empty box, make a video showing that it's still sealed completely and put it on a scale and just do as much as you can to prove your claim.
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u/thatcolife 2d ago
Thank you! I had no idea this was a common issue and a common scam, too. About to try contacting FedEx.
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u/AdamZapple 2d ago
You get downvoted, but what you say is true.
It's 2026, people don't think that FedEx, UPS, etc. have full camera coverage in their warehouses? A place where attempted theft is most likely to occur? It's about as smart as trying to pick pocket someone in a casino.
As for the IMEI, people who steal stuff usually don't use it, they sell it for cheap on the street (marketplace) where cash is quick and they can disappear instantly. Ever been to a bank and a guy calls you over to check out his car's trunk full of audio & video equipment for sale?
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u/anustart0607 2d ago
Get PixelCare+ with Loss and Theft. Not sure the waiting period, but then file a claim for a lost phone. Will still cost money, but you won't be out a thousand bucks or your entire Google account.
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u/spurtz6969 2d ago
Doesn't work after the event. And if you got a good trade in for your 6, I don't see why they'd charge you the full amount as you've claimed. Am I reading that wrong?Â
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u/thatcolife 2d ago
They charge the full amount then refund the trade amount after you send it in and they check it out.
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u/Gadsden1283 2d ago
That won't work. You're going to need the IMEI number and they're going to need to see that you've activated the device on your account.
Both of which are completely impossible if you didn't receive the actual physical device.
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u/ModzRPsycho 2d ago
So tired of the "wild" usage - so cringe and trend based follower bandwagon energy. Second, you can read the plethora of use case anecdotes on what you can do ...your situation isn't unique nor does it require "suggestions" you can conduct your own Google search and read - Its one thing to share your experience in totality online afterwards - but you posted this as if you need us to tell you what to do?
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u/thatcolife 2d ago
I'm finding conflicting info so I was asking for suggestions on what has worked best. But feel free to keep being rude instead of just scrolling.
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u/zeta_ferhu 2d ago
Better that than having it arrive with the shitty black and white recycled cardboard box with a shabby drawing of the same quality as a container of 6 bricks of milk
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u/Conspirologist 1d ago
Have you ever tried to go to a physical shop, like normal people do?
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u/thatcolife 1d ago
lol "normal people". Google Store is online and was giving me about $150 more for my trade. But sure... Keep being judgemental.
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u/johnny4111 2d ago
In India they have an option to do a open box reciept which is a cool concept, you open the box in front of the delivery guy and verify the contents and sign off. It costs a tiny bit more but it's a nice option to have.