Store Complaint Bourbonnais Il Location

I would like to file a formal complaint against the assistant manager named Nancy, located at the Xfinity store in Bourbonnais Il at 1690 IL-50 Suite B, Bourbonnais, IL 60914. On 7/23/2026, my elderly mom and I entered the store and requested a replacement remote for our cable box. The workers exchanged our remote with a newer remote. Upon returning home, that remote did not work. We returned to the store on 7/24/2026 and informed Nancy that the remote did not work and we’d like to exchange it again. Nancy proceeded to tell us that it wasn’t possible, because they don’t carry remotes in the store. We reiterated that we were provided with the remote from this location less than 24hrs ago. Nancy again responded that it wasn’t possible and that she didn’t know where we could have received the remote. We repeated that we got it from this location the previous day. Nancy refused to make eye contact with us and her body language was completely dismissive. Then she told us that she couldn’t help us and that we’d need to get a new cable box. Then another employee stepped in and defended Nancy as opposed to listening to our concerns. I asked to speak to the manager at that point and Nancy said she was the manager. We quickly found out that she made a false statement and the actual manager made it clear that he was the manager. The actual manager then proceeded to explain to us what happened as opposed to implying that we were lying about where and when we received the remote. Then another employee walked over to the corner of the store and retrieved a remote and gave it to us. Nancy was completely unprofessional and dismissive, her body language and tone made us feel unwelcome and uncomfortable remaining Xfinity customers. The staff at this location should be retrained on how to interact and greet customers. We were never even acknowledged or welcomed when we walked in the store. We’ve been Xfinity customers for many years. We’re now seriously considering leaving Xfinity after this experience.