Visitor
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1 Message
FedEx Package Damaged in Transit
I placed an order on Xfinity mobile for a new phone on 12/29/25. This said phone has been damaged in transit and Xfinity is doing nothing to rectify the situation. I both went into an Xfinity store and called the support number and they've both stated I have to 'wait for the FedEx tracking to update' when the last update CLEARLY STATES damaged in transit - unable to deliver. FedEx states that Xfinity has to handle this problem, as the shipper, yet they refuse to acknowledge the problem. I need this order canceled or I need a new phone sent to me.
FedEx tracking number:
[Edited: "Personal Information"]
| Friday, 1/2/26 |
10:08 AM
Shipment exceptionUnable to deliver - Damaged package
SPARROWS POINT, MD
10:08 AM
Delivery exceptionDamaged, handling per shipper instructions
SPARROWS POINT, MD
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XfinityChristy
Official Employee
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2.6K Messages
7 hours ago
I am incredibly sorry to hear about the runaround you’ve experienced. It is completely understandable that you’re frustrated; you shouldn't be left caught in the middle between the carrier and us. This is certainly not the level of support we strive to provide. I want to step in and get this moving in the right direction immediately. I would like to get a ticket over to our Corporate Escalations Team to ensure this is prioritized and resolved, whether that means a replacement or a cancellation.
Please send us a Direct Message with:
Your full name
The service address associated with your account
Once I have those details, I will get to work on this for you right away. We appreciate your patience while we fix this.
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