[mothered]

I used the chat to say the box was empty and the rep kept saying you have to return it for refund then I made it blunt and told him nothing was in the box, he replied with '' I will transfer it to relevant department they will contact you via email'' and then later replied '' they will contact you via email with in 24hours ''

UPDATE! - I started a new chat right away , the rep was also confused and said I should return for refund , I replied with ''What can I return, there's no watch inside'' and the new rep said ''No worries you no need to return, our team will help your free replacement or full refund wait they reply''

Amazon's pea-brain reps are getting worse by the day - they struggle to comprehend something that's so blatantly obvious and logical.

That aside, If you don't receive a reply In due course, be sure to contact them.

I received an email at 12:58pm basically saying I have to get a police report to pursue further because they still think I haven't received the product I replied saying ''
The box was definitely received, however it was empty and the watch was not inside. '' and I received another email at 1:10pm saying they're giving me a refund for ''££28.39GBP'' with 2 £ signs. Also with a random order number that doesn't match any order I've made on the account. I'm getting trolled by them at this point

That's what happens when thickheads are handling the claim. I'm at a loss as to how Individuals of that capacity find employment.

They may well process the refund, so don't take any action as yet.