Empty iPhone Box Delivered / Unacceptable Customer Burden

On August 27, 2025, I received a FedEx delivery from Xfinity for my new iPhone. The outer box contained the iPhone box—but it was without the plastic wrap, sealed and completely empty. No phone was inside.

When I contacted Xfinity, I was passed through hours of automated systems before finally reaching a representative. To my shock, I was told that I must:

1. File a police report myself,
2. File a claim with FedEx myself,
3. Only then would Xfinity consider sending a replacement.

I refuse. This is Xfinity’s responsibility not mine.

Especially since, this is not an isolated incident.

A simple search reveals that this exact issue—empty iPhone boxes delivered via FedEx—has been happening to Xfinity customers for years.

If this is a known and ongoing risk, why does Xfinity continue to use FedEx without proper safeguards?

Even worse, I was told that if I do not personally file police reports and take on the administrative burden, I will continue being charged monthly for a phone and service I never received. That is unethical, unacceptable, and could be considered fraudulent billing.

The burden must not be shifted onto the customer. Xfinity and its delivery partners are responsible for ensuring secure delivery of devices. Customers should not have to chase police departments, insurance claims, and shipping companies in order to receive what they already purchased.

I demand the following:

• Immediate investigation and accountability by Xfinity.
• A refund for my monies spent. (I will no longer need the proper replacement because I have no faith in Xfinity at this point to be my preferred carrier)
• Assurance that I will not be billed for a device or service I never received.
• Written confirmation that this issue is being escalated beyond call-center scripts.

If this matter is not resolved promptly, I will escalate my complaint to the Federal Communications Commission (FCC), the Federal Trade Commission (FTC), the Better Business Bureau (BBB), and my state Attorney General’s office.

This is a systemic failure that reflects poorly on both Xfinity and its delivery partners. Customers should not bear the cost of corporate negligence.