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Urgent: Trapped in Return Label Loop / Store Refused Return on Day 14
Account Review Needed: Smartwatch Return Policy Failure
I am trapped in a support loop and need a corporate manager to step in.
- Day 14: I used online chat support because the watch setup wasn't right. The agent explicitly told me to return it to a physical store. They did not mention a restocking fee.
- Day 15: I went to the Xfinity store. The staff turned me away empty-handed, claiming they couldn't process it or waive the fee because it was an online order.
- Day 15 (Later): I called Mobile Support. The agent explicitly promised the $35 fee would be waived and said a return label would be emailed within 1 hour. It never arrived.
- Day 16: I called a second time. The agent confirmed the fee waiver was noted but said the label would take 24–48 hours.
- Day 17 (Now): It has been over 40 hours. No label has arrived.
I initiated this process strictly on Day 14. Xfinity’s internal delays and incorrect store guidance are the only reasons this device is still in my hands. I need a corporate agent to manually generate my shipping label and apply the promised $35 restocking fee credit to my account immediately.
XfinityPaula
Official Employee
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2.4K Messages
7 days ago
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