Formal Complaint – Employee Conduct and Equipment Return Issue at Olathe Store

I would like to file a formal complaint regarding an incident that occurred today, September 27, 2026, between approximately 11:30 AM and 11:50 AM at the Xfinity Store located at 15305 W 119th St, Olathe, KS.

I visited the store to return a streaming device. The employee who assisted me identified himself as Sean. After I handed the device to him, I discovered that the equipment information shown in the system appeared to correspond to a different 4K device, rather than the streaming device I had physically brought to the store.

Because of this discrepancy, I asked Sean to give me back the device I had just handed to him so that I could verify the equipment and make sure the correct device was being processed. He refused to return the device to me.

While I was trying to understand and resolve the discrepancy, Sean raised his voice and yelled at me. I found this conduct inappropriate and unacceptable, particularly because I was simply trying to verify that the correct equipment was being returned and correctly recorded on my account.

I am requesting that Xfinity formally investigate both the equipment-return discrepancy and the employee’s conduct. In particular, I request that Xfinity preserve and review the store surveillance footage between approximately 11:30 AM and 11:50 AM on September 27, 2026, review the equipment return transaction and associated serial numbers/equipment IDs, and verify that the correct device is recorded on my account.

I also request that Xfinity investigate the conduct of the employee who identified himself as Sean and provide me with a formal complaint/case number and a response regarding the outcome.

I do not have my own audio or video recording of the incident, but the store’s surveillance footage, transaction records, and equipment records should help verify what occurred.

Please have an Xfinity representative contact me privately. I can provide my account information and any additional details needed for the investigation.