Jun 1, 2026
Multiple Amazon customers are receiving empty boxes instead of the Garmin watches they’ve ordered — and they say Amazon won’t help them. Eric Lapworth is out $2,000 after his watch box arrived empty.
“I opened the box, and I knew it felt light,” he told CBS News. “The pull tab was ripped off, the box was ripped, and [it] was empty.”
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He immediately contacted Amazon to report the issue, and the company reportedly said it would send a replacement, but, according to Lapworth, the new watch never arrived.
Messages viewed by CBS News show that customer service representatives said there had been a shipping delay and told Lapworth to order a second watch.
“They told me just place an order for another one, and when [the delayed one comes] just refuse the delivery, and we will refund it,” Lapworth continued. But when his order was delivered, the box was once again empty.
Amazon’s response left the customer frustrated
When the second order arrived, Lapworth recorded his interaction with the driver on his home security system. When the driver saw that the box was empty, he called Amazon to help but wasn’t able to get a resolution.
Lapworth said he then spent hours trying to get Amazon to fix the issue.
“Probably 14 or 15 hours over the course of four to five days hoping someone would want to make it right,” he told CBS News. “Customer service agents have hung up on me. I’ve been texting them in the app, and they have left the chat. It seems like a lot of them don’t want to deal with it.”
Amazon reportedly offered just $10 in credit for the mishap. After arguing with the company, however, Lapworth said they agreed to raise it to $100. But he is still out $2,000 — and, at the time of writing, still doesn’t have the watch he ordered.
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An Amazon spokesperson told CBS News that they are investigating the matter.
But Lapworth isn’t the only Amazon customer to whom this has allegedly happened. On Reddit, multiple people have posted warnings that customers should not buy Garmin watches from Amazon.
Leo Chteinberg, who lives in British Columbia, faced a similar situation when his $2,100 Garmin watch box arrived empty.
“I opened it right away because I was looking forward to it,” Chteinberg told CBC. Like Lapworth, his box was empty, and Amazon reportedly said that the company was unable to help.
After filing a police report, calling, and sending emails, he finally received a refund — but only after CBC published an article about his frustrations.
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What to do if packages arrive empty
Amazon generally makes returns very easy, which is part of why these customers are so frustrated. Eddie Ning, an assistant professor of Marketing and Behavioral Science at UBC’s Sauder School of Business, told CBC the frustration is intentional.
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“[They have] built-in obstacles,” Ning said. “The company only has to pay those most-persistent consumers.”
Here’s how to persist if your package arrives without your order.
Document everything.
Take photos and video of the box and its condition — including any damage to the packaging, missing seals, or signs of tampering. Do this while the delivery driver is still present, if possible.
Save all correspondences with the seller, including chat logs, emails, and any order confirmation numbers. This paper trail can be critical if you need to escalate the issue later.
Contact the sender.
Report the issue to the seller or retailer immediately. For Amazon orders, go to your order history, select the item, and choose “Problem with order” to initiate a claim.
Be specific when you reach out. Describe what the packaging looked like, share whether it appeared to be tampered with, and note that the item was missing entirely.
Ask to escalate the issue.
If a front-line customer service agent isn’t resolving your issue, ask to speak with a supervisor or a specialized claims team. Be persistent — as Ning notes, companies often rely on customers giving up. You can also try reaching out through the company’s social media accounts, which can sometimes get more visibility.
Get law enforcement involved.
If the seller isn’t cooperating, the next step is to file a report with your local police department. This creates an official record and may be required by your credit card company or insurer.
You can also file a complaint with the FBI’s Internet Crime Complaint Center (IC3) at ic3.gov, the Federal Trade Commission at reportfraud.ftc.gov, and your state attorney general’s office.
Contact your credit card provider.
If you paid by credit card, you may be able to initiate a chargeback. Most credit card companies will open a dispute and credit your account while they investigate. Provide all documentation you’ve gathered — photos, correspondence, police reports, etc. — to strengthen your case.
If Amazon — or any retailer — won’t make it right, don’t give up. Persistence, documentation, and the right escalation channels are often the path to a refund or replacement.
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Danielle is a personal finance writer whose work has appeared in publications including Motley Fool and Business Insider. She believes financial literacy key to helping people build a life they love. She’s especially passionate about helping families and kids learn smart money habits early.
