Missing $879 phone led to confusing and inconsistent support
I purchased a Samsung Galaxy S25 from Zoro for $879.79, but the package was marked delivered even though I never received it. I reported the problem and was initially told an investigation would take up to five business days. Zoro later sent a proof-of-delivery document, but it did not include a delivery photograph showing where the phone was actually left. After further contact, Zoro issued return authorization RA2197744 and stated that a refund would be processed within 10 business days. The confusing part is that I never received the phone, so there is nothing for me to return. I asked Zoro to confirm in writing that no physical return was required and that the full refund would still be issued. Instead of clearly answering, customer service directed me to another department. This process has involved several case numbers, repeated follow-ups, and inconsistent communication. For an order of this value, Zoro should provide clearer answers, better delivery safeguards, and one point of contact who can resolve the issue.