[mothered]

"In regards to your enquiry about your Sony order UK00017967, kindly be informed that it has been confirmed by our relevant internal team that packaging was sealed and not damaged. Accordingly, it is impossible for the earbuds not to be present as warehouse wouldn’t open the case."

"Impossible?" Not at all.

It's what happened after the package left the warehouse that's of relevance - anyone could've tampered with It In transit. Tell them to provide photographic evidence of the package condition at the time It was delivered to your address. Moreover, the photos must contain every angle of the package, and be clearly visible to the naked eye.

Stick to the story? They aren't there?

As per above.