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user_3nvbad
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Sunday, February 2nd, 2025 3:04 AM

Beware of Oak Ridge XFINITY

Beware: 

Xfinity Store by Comcast Branded Partner Oak Ridge

Oak Ridge Xfinity Store! Short version: Xfinity store took in my cellphone trade and never mailed them to corporate.  
Went into the store (4 months ago) did their special for the free upgrade and got a new iPhone as we inquired about the price he assured us that we would be getting the upgrade and the upgrade credit but the representative did not return my phone and now I am being charged $300.00 for the remainder of my old phone. Beware: when upgrading your old phone ask them for the mailing packet as they are NOT to keep your phone as it is your responsibility to mail back. Wish I would’ve known that whenever I traded in my old phone, which was not even a year old or better yet that they are a Branded Partner store. I’m now stuck paying for a phone that they stole because I was told by the rude boy that they mail them in. Well since they are not a true XFINITY store, XFINITY told me that there is nothing they can do & I am responsible for the phone fees. The representative said go back into the store and ask them for my phone or verify the tracking number for the shipping. 
I am not happy at all & filling a police report tomorrow (Oak Ridge police and filing a civil complaint & theft over $500.00). 
Do not use this store and go read their reviews as they are very dishonest. 
 

Question

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Updated 

3 months ago

 • Edited

49

3

XfinityRichard

Official Employee

 • 

1.8K Messages

3 months ago

Hi there, @user_3nvbad thank you so much for reaching out. I'm very sorry for the inconvenience this is causing you. Please DM me your full first and last name so that I can assist you further with your Xfinity Mobile concerns.-Richard

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0

user_3nvbad

5 Messages

I have reported to the BBB ( Complaint ID  [Edit: Personal Identifiable Information]) and after reading all these reviews, it seems like this is the normal for the Oak Ridge XFINITY Branded Partner Store. I will be in your store requesting a copy of my contract and my old phone back. I was misled about your company as you are Branded Partner of XFINITY. Had I known this I would have never done business with you. 
Here is my Order# [Edited - Personal Details]

 
[Edited - Personal Details]

(edited)

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3 months ago

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XfinityJamesC

Official Employee

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2.1K Messages

My apologies for the misunderstanding, @user_3nvbad. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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user_3nvbad

5 Messages

Here is my Order#

[Edit: Personal Identifiable Information]

I will be in your store this morning to get my phone and a copy of my contract for my police report. 
Thank you

[Edit: Personal Identifiable Information]

Company: Comcast Corporation
Consumer: [Edit: Personal Identifiable Information]

 BBB complaint #[Edit: Personal Identifiable Information].

(edited)

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3 months ago

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Again

Expert

 • 

31.4K Messages

3 months ago

@user_3nvbad   @XfinityRichard 

To send a direct message:
 
Click "Sign In" if necessary
 
• Click the "Direct Message" icon in the upper right
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line not the Employee's name
• Type your message in the text area near the bottom of the window
• Press Enter to send it
 

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user_3nvbad

5 Messages

3 months ago

Message to the BBB on Monday, February 3, 2025

I went into the XFINITY partner facility and had an agent on the phone as I walked in and requested a copy of my agreement 

attached is what they gave me and said that is all he (attached a photo of employee/manager) could give me

this is so unprofessional and unacceptable 

Message to the BBB on Monday, February 3, 2025

This is a manger (I spoke to) and said my phone was shipped back to warehouse, I had a XFINITY representative on speaker phone so she could hear him. He didn’t know that I had them on the phone and also requested my old phone back and contract with new iPhone be terminated and my $206.24 be refunded. And a copy of my agreement but he said this was the agreement my husband signed ( see attached). 

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XfinityMarcos

Official Employee

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2.3K Messages

 

user_3nvbad, I really appreciate the details you've shared to make sure we're on the same page. I'd love to work with you more to help turn this around and address your concerns. To do, we'll need to be in a private direct message. For your security, and our Forum Guidelines, please refrain from posting personally identifiable information in our public thread. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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