Store complaint – plans changed after phone availability was incorrectly confirmed

I had an issue today at the Xfinity Store on Showers Drive in Mountain View and am hoping an Xfinity representative can help us resolve it.

I went to the store specifically to trade in my wife’s iPhone 15 and upgrade her to an iPhone 18 Pro. Before asking my wife to drive to the store, I explicitly confirmed with both the manager and the associate helping me that the Burgundy model was in stock.

After my wife arrived, we again confirmed the phone, Burgundy color, pricing, trade-in, and required plan changes before proceeding.

We were both previously on By the Gig. As part of the upgrade, my wife’s line was changed to Mobile Plus. Since it would no longer make sense for my line to remain on By the Gig alone, my line was also changed to Mobile Select.

Only after these changes were completed were we told that the Burgundy iPhone was actually out of stock. My wife was willing to take Glacier instead, but that was also unavailable.

So we ultimately walked out of the store without the new phone and without completing the trade-in, which was the entire purpose of our visit - but with both of our phone lines already changed to plans that are more expensive than our previous plan.

I’d really appreciate an Xfinity representative helping us determine how to proceed, particularly:

1. Confirming that my wife’s trade-in eligibility and the promotional offer are still valid despite the incomplete transaction.
2. Confirming that we can go to another Xfinity store and complete the upgrade/trade-in there.
3. Helping us find a nearby store that actually has a Burgundy iPhone 18 Pro in stock, so we don’t make another unnecessary trip.
4. Considering an account credit, discount, or other accommodation given that we were moved to more expensive plans specifically in connection with an upgrade that the store was ultimately unable to complete.

Could someone from Xfinity please help me look into this privately?