Visitor
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2 Messages
Complaint Regarding Delivery Timeline and Order Cancellation — Order No. 3731293297541071094
Subject: Complaint Regarding Delivery Timeline and Order Cancellation — Order No. 3731293297541071094
Good afternoon,
I am requesting an official explanation regarding my order, No. 3731293297541071094, and the delivery timeline for the phone.
On September 20, I placed a Trade-In order at an Xfinity store. I traded in my iPhone 16 Pro and ordered a new iPhone 18, 256 GB, in Burgundy. After placing the order, I received a text from Xfinity confirming it. During the order process, the employee told me the phone would arrive within one to two weeks. Based on that information, I expected to receive it around September 28.
On the expected delivery date, I contacted technical support through chat because I could not find any delivery updates on the website or in my account. During the conversation, agent Sanjay, chat ID 908155626224720778, told me that the phone was not expected to arrive before October 28. However, my account showed that I had to return my Trade-In phone by October 21.
When I asked for an exact delivery date, the agent provided no further details and only repeated that the phone was expected by October 28. I specifically asked whether it would arrive within the next ten days. The agent said it would not. Since I was not given a specific and acceptable delivery date, and I need the phone for work, I canceled the order and decided to look for another provider that could complete the trade-in sooner.
Please explain why I was told at the time of purchase that delivery would take one to two weeks, when support later indicated that the wait would be more than a month. Please also explain why my account showed an October 21 deadline to return my Trade-In phone when the new phone was not expected to arrive before October 28.
The inaccurate delivery information affected my work plans and created a risk of financial loss because I needed the phone for a project with established deadlines. I request that you investigate these circumstances and provide a written response addressing the questions above so that I can assess the situation and determine my next steps.
Sincerely,
Sergeii
XfinityRaf
Official Employee
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1.6K Messages
9 days ago
Good evening @SerGo14. Our team can check to see if we can find more details on why the order was delayed. If you could send our team a direct message with your full name and full address, we can get started.
To send a "Direct Message" ("Private") message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new conversation"
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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