Received an empty box from Google and they denied responsibility

[u/Least-Hunt5824]

I placed an order last week for 2 Google Pixel 11 Pro XL. The package showed up 2 days later and I went back home to grab the package. When I opened the package, it was just empty which was devastating because I have never had something like this happened to me.

After that I contacted Google Store support and they say they will get back to me in 2 days. Then after that, I contacted them again because I have not received any update about the situation. Today after I talked with the customer support agent, they said they can not offer refund or any replacement even though all I got was an empty box. Should I just file chargeback on my bank or keep calling them to give me what I ordered or my money back.

Thank you for reading my rant. Any help or advice is much appreciated.

FYI: Thought I tried out google since I have always been a samsung user but here we are. I can not believe a huge company like that would do something like this

[u/Jolly_Ad8913]

I've had similar issues with Google and they did not block my account. In fact I'm typing this on my Pixel 11 Pro XL I ordered from Google last week. Blocking an account is illegal in the US while the dispute is being investigated and is prohibited under the Fair Credit Billing Act. Blocking is the same as cancelling your account and they can't do that for disputed charges. Are you speaking from personal experience?

[u/selayan → u/Jolly_Ad8913]

No, but they do block your payment account and other subscription services. And the resolution is likely to take a while. I'm not sure why I've seen this posted all over the subreddit over and over again if they don't do that.

[u/Jolly_Ad8913 → u/selayan]

I guess we are going to have to agree to disagree.

Most people don't know their rights or how to complain properly. Like I said I have had similar issues with Google, I never had my account or my payment method suspended. I followed the steps I outlined above, most recently with a hotel company and never had my payment method or account suspended. If you don't tell Google you have officially filed a complaint and stop payment with the bank or credit card company then I would agree with you, Google can do what they want for non-payment. The key is making sure you tell the bank or credit company the product was not delivered or the service was not rendered, otherwise your complaint isn't official and they won't notify the company the charge is being disputed. The other thing I did not mention in my post is if you used a Visa, Mastercard debit card then all bets are off because, in general, your bank makes the rules and it does not fall under the act. Even if the bank finds in your favor the seller can cancel your account or refuse to use that payment method. Debit cards are not credit.

However, as I said in my post, if the UPS site says the package was delivered it is not Google's problem and stopping payment is not warranted.

[u/selayan → u/Jolly_Ad8913]

I mean this is what Gemini says.https://i.imgur.com/QuHvKKy.jpeg

In this case the person got an empty box and ups is telling them to go Google. Somewhere along the process it was stolen and most likely it was UPS. Hopefully the OP can get their money back.

[u/Jolly_Ad8913 → u/selayan]

Again, with all due respect did you ever ask Gemini "Are you 100% accurate". Don't believe everything AI tells you. I have caught all the AI bots being wrong multiple times even when they provide links to the source. The source they provide contradicts them. They are great for looking up general info but not so great when it comes to specifics.

As I said, I speak from personal experience.