Urgent Complaint: Managerial Misconduct, Discrimination, and Logistical Waste at 350 Washington St. Branch

To the Xfinity Community and Support Team,

I am writing to publicly document an unacceptable customer service experience, managerial misconduct, and discriminatory treatment involving a store manager named Daniel at the Xfinity retail branch located at 350 Washington Street, Boston, MA, on September 8 at approximately 5:40 PM.

My girlfriend and I visited this branch following conflicting fulfillment instructions from Xfinity. After she originally picked up a router in-person, Xfinity mailed a duplicate router to our address. When we contacted customer service, we were explicitly instructed to return the unrequested item in person to a retail store. Despite the long distance and inconvenience, we traveled to the branch in good faith to correct Xfinity’s inventory error.

Upon arrival, we spoke with the store manager, Daniel. Instead of assisting us with a quick drop-off, he insisted we wait through an extended line intended for new mobile customers. When we asked if we could simply hand the equipment to an agent whenever they had a free moment, Daniel became visibly condescending and began smirking at us.

When I explained our situation for a third time, Daniel spoke to us with severe disrespect, stating:

• "You don't even understand how many people come back to store to return the second router that Xfinity is sending all the time."

• "You should be thankful that you got a spare one just in case the first one is defective."

Furthermore, as first-generation Asian customers, both my girlfriend and I felt distinctly targeted. Daniel treated our interaction with hostility and open ridicule while handling other customers differently during the same shift.

This experience highlights two critical systemic issues that require corporate attention:

1. Systemic Logistical Waste: Xfinity's automated inventory systems are repeatedly mailing unnecessary, heavy equipment to customers and then forcing them to waste time and fuel driving to physical branches to return them, creating unnecessary friction.

2. Staff Misconduct and Discrimination: Flagship store leadership in downtown Boston is driving customers away, mocking patrons who try to follow company instructions, and treating minority customers with open disrespect.

I am posting this to the community hub to ensure corporate escalation teams review this incident, address Daniel's unprofessional and discriminatory behavior, and re-evaluate the costly logistics loops forcing customers into stores for company-side mailing errors.