Associate refused to sell pre-purchased Iphone

On Friday 11/14/25 I went to the Xfinity store in Bellevue, TN to pick up my new IPhone 17 pro Max cosmic orange with the 1T storage that I had already paid for. I spoke with an Xfinity rep on the phone directly before leaving my house who confirmed the phone was in stock.

Upon arrival a service rep by the name of David [Edit: Personal Information] is who I was matched with. I told him I was there to pick up my phone and activate a new line using their free year of service promotion transferring in from Verizon- all of which was included in my ticket that had already been paid before I arrived.

He goes back to grab my phone, then comes back out and proclaims “you got lucky, this is our last terabyte in this color.” At that moment, another service rep gave David a hard time for him giving me the phone- as if he had intentions to sell it to someone else. Keep in mind the phone was on the desk not two feet away and I was able to confirm it was the right color and storage.

David then continued to type on his computer for around a minute- then says “hold on let me check something” then returns the phone to the back. Then he comes back out and says that he will have to create a ticket for me, even though everything had already been taken care of. It was fully obvious that he was making excuses to not sell me the phone.

So I told him to make me a ticket since I was off work and that I would wait around. After another good minute of him typing on his computer he tells me that he won’t be able to honor the free full year of service.

I replied that is fine I will still pay the full service price so I can get the phone today.

He goes then back on his computer and tells me that he will need to speak with a live agent. After about 30 minutes of waiting around, he allows another in-store employee to unplug his computer and reboot the entire system-all while he is telling me he is still conversing with a live agent on his computer when this clearly wasn’t the case as he hadn’t used any other type of device.

After another 20 minutes he comes back and says that he can’t honor the trade in value of my phone today, and that I will have to wait for me to get the phone.

I told him not to worry about it, that I would pay the full $1700 price.

He then tells me it will take some time so I wait around again, just for him to bring me out and almost sell me (luckily I caught on) a 256g storage instead of the 1T I already had reserved- then tries telling me he never had the 1T even though I saw it with my own eyes..

Given the fact he is obviously doing everything he can to not sell me my phone, I asked to speak with his manager to which David replied they are not in store- so instead, I asked for the representative’s name who gave David a hard time about bringing out my correct phone in the first place. David absolutely refused to provide a name or any information of the other representative who was in the back at this time.

So I then asked to speak with this gentleman who is dark complexion with glasses and dreads and had a red bandanna on at the time.

David disappears for around 10-15 mins in the back and comes back out just to say the other associate is unavailable for a conversation.

I had to host 50 people at home the following day and simply had more important things to do than continue to be ran around in circles and blatantly lied to which lasted in total approximately 3 hours of my time.

Having been an Xfinity customer for years I was utterly shocked at this level of customer “service” and find it difficult to further support a business who tolerates this type of behavior from its employees.