cell phones stolen

My husband and I thought it would be a good idea to change to Xfinity mobile. We, after all, thought the price was cheaper than my current cell phone carrier. We ordered our phones on 06/23/25 and my granddaughter received hers in store but my daughter and I had to have ours ordered; it would arrive by fed ex. The day came for our phones to arrive and when my husband opened the package, someone had already opened the box, replaced the phones with a wrench, then sealed it back up. We did the due process by filing a police report, contacting Xfinity, and fedex. I completely understand that there is a process but a manager at the store told us that "this happens all the time with fedex" but of course, we weren't warned or given this information. No one seems to be able to tell us what is going on, one customer service told my husband that this should be resolved by 07/10 but another representative told him, "I don't know why they told you that." It does not seem like there is any communication with your representatives as one customer service rep asked my husband if he had submitted all the necessary paperwork like the police report. THAT WAS SUMBITTED THE DAY OF THE INCIDENT SO WHY DIDN'T SHE KNOW THAT BY LOOKING AT OUR ACCOUNT??!! Needless to say, we are very frustrated and just want to cancel. I no longer want the phones and we were considering changing everything over to xfinity, including our alarm system but that is no longer happening. Like I previously wrote, we understand the process but what we do not understand is the lack of communication and the horrible customer service we have received. Oh, and by the way, THE MANAGER at the Xfinity told us that when this happens, there are customers that NEVER get this resolved and they are still waiting for their phones. Please tell me how this is okay?