Riverton, Utah store needs training

Upgraded my phone and brought another line onto my account. Two xfinity team members told me that i could either drop off my old phones at the store or mail them. Tried returning to the store and was told to take the phones to the UPS store. They would scan the labels and take care of it. UPS store instructed me to go to USPS. USPS couldn't scan the labels and instructed me to print them and box the phones. Pretty much nothing I was told by the xfinity employees was correct!

Now the phones were late shipping due to misinformed or lazy employees.

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XfinityVictor

Official Employee

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2.4K Messages

12 hours ago

user_smymbk Hello, were you able to return them after trying in so many different places?

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user_smymbk

Visitor

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3 Messages

After boxing them up and printing the labels myself, yes. Just frustrated that nothing we were told was correct. I was even told the UPS store to take them too. I was instructed to just show the labels from the return email and they'd take care of it. My biggest complaint is now the phones are late and worry about the trade in value.

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12 hours ago

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XfinityCliff

Official Employee

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500 Messages

I can understand why you're frustrated with that experience @user_smymbk, but appreciate you letting us know.

Being given different return instructions at each step made an already time-sensitive process much more difficult, especially when you're concerned about your trade-in value. It's good to hear that the devices have now been packaged and shipped.

If you need any assistance tracking the return or have questions about the phone return process while the devices are in transit, we're happy to help. Hopefully the shipment progresses smoothly now that it's on its way.

Please let us know should you require further assistance.

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11 hours ago

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user_smymbk

Visitor

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3 Messages

I hesitated saying anything because it's someones livelihood, however I had your website open showing them that it stated the phones could be dropped off at the store. I feel they just didn't want to be bothered. I'm getting visibility incase the tradeins are affected by this, so thank you for your help!

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11 hours ago

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Customer Service

user_smymbk

Riverton, Utah store needs training

XfinityVictor

user_smymbk

XfinityCliff

user_smymbk

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