Formal Complaint Regarding Unacceptable Treatment at Cedar Hills Xfinity Mobile

We visited the Cedar Hills store to purchase a new phone. Upon arriving, we were told we would need to come back in about an hour, but we were assured that when we returned we would not have to wait because we were returning customers.

When we came back as instructed, that promise was completely ignored. We waited while several customers who arrived after us were helped first. During that time, we watched the store manager and another employee sitting at the table in the middle of the store on their phones rather than assisting customers.

What made the situation even more frustrating was watching customer after customer walk into the store, receive assistance, and leave with exactly what they came for, while my wife and I were ultimately turned away. To this day, I cannot understand why everyone else was able to complete their business that day, yet we were told that helping us was somehow impossible. We were never given a legitimate explanation for why we were treated differently.

When we were finally helped, the store manager told us that there was absolutely no way we could purchase a phone in the store that day. He insisted that our only option was to have a phone shipped to us and blamed it on "the system." He made it very clear that he had no intention of helping us.

When we returned home, we contacted Xfinity Mobile Customer Service. The representative we spoke with immediately told us that what we had been told at the Cedar Hills store was simply not true. We were informed that the store could absolutely complete the transaction and provide us with a phone that day. In other words, your store manager chose not to help us and instead gave us false information.

Being told "no" is one thing. Being lied to by the manager of one of your retail locations is something entirely different.

What makes this even more disappointing is that this is not my first terrible experience with this location or its management.

Previously, I purchased a new phone from this same store that would not ring when someone called me. As a business owner, this caused me to miss important customer calls and potential business opportunities. It took six months and countless trips back and forth between Apple and Xfinity before the issue was finally resolved. During that time, I filed a formal complaint regarding how poorly that situation was handled.

Apparently, that complaint either meant nothing, or whatever corrective action was supposed to be taken never happened. Based on this latest experience, it is clear that the customer service problems at this location continue.

The most disturbing part of this experience is not the inconvenience of having to wait another day for a phone. It is the fact that your manager deliberately chose not to help loyal customers and instead misrepresented Xfinity's own policies. There is no acceptable reason for a customer to be intentionally misled simply because an employee or manager does not want to assist them.

After over ten years of being a loyal Xfinity customer, I expected honesty, professionalism, and respect. Instead, my wife and I left feeling ignored, dismissed, and deceived.