Missing item from parcel

Carollouise43

Please can someone help.
I ordered a phone and watch from Samsung, it was delivered by DPD but when I opened it only the phone was in a tamperproof box and the watch was missing.
I phoned them and they said they would have both been in the same box so I asked for CCTV of it being packaged as at this point I thought they had forgotten to pack it, when they sent this both showed to be packaged but they where wrong my watch was put in the bag first at the bottom then the box with the phone in.
I then checked the bag it came in again and under the seal that a ripped open was a hole that was the exact size for the watch to be slid out. The box was long and thin, I sent these new photos to Samsung and they have said they are closing the case as DPD have said the package was not tampered with but somewhere between my package being packed and it arriving to my door my watch has been stolen.
I know now to film me opening the package next time but that does not help me now. How do I get my replacement or refund?
I have messaged head of sales James Ditto on LinkedIn and he has said he will ask customer service to look into it and I submitted a complaint to the CEO.
The customer service team at Samsung are some of the worst I have ever dealt with, when I asked for a complaint number or email they told me to google it!!!!!

Aylesbury_Duck

I'd report it to the police to get a crime number, then go to your card provider to see if they'll help.