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Empty iPhone Box Delivered / Unacceptable Customer Burden
On September 2026, 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 automated systems until talking with a live agent in the Xfinity app chat. I basically explained the same identical issue that was reported in another forum from a year ago, they marked the issue closed, but clearly it was never fixed:
Xfinity still continues to do business wity FedEx and we're still required to jump through hoops to get a replacement. I was told that I must:
File a police report myself.
I also tried to file a claim with FedEx which has no way to report a tampered package directly to an agent besides creating a case.
Only then would Xfinity consider sending a replacement.
Xfinity still billed me and will continue to bill me until I complete their reporting requirements. They gave me 72 hours to submit a claim with the police report, forced me to answer a call from their help desk anytime from 3AM - 6AM in order to get them to send me the link to submit my documents. I asked if they could call me at a reasonable time in mt my time zone and they said no, this was all they can do. I asked for the ticket number for the issue they escalated and they said they didn't have one, so if I missed their call in the middle of the night, I would be unable to get a replacement.
I answer the escalation team at 6AM, half asleep on Saturday September 26, and the first thing they ask me is what the issue ticket number is and what the issue was. I was immediately furious because I asked numerous times to the Tier 1 tech what the issue ticket was before I hung up and he promised me he would forward the conversation notes to the ECM team who called me at 6AM.
No surprise they told me the same thing but they did provide me a link to upload the police report I filed.
But then the police department says it could take up to 10-days for them to review and approve the report. That doesn't work with Xfinity’s policies that I have 72hrs to get this done. Unacceptable.
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.
I want an explanation what Xfinity plans to do to fix their policies. They need to make it easier to file claims and not require constant calls to automated phone systems that never direct to a claims department and always require having to call in to fix these issues.
Xfinity needs to drop FedEx as their transportation carrier.
This is a systemic failure that reflects poorly on both Xfinity and its delivery partners. Customers should not bear the cost of corporate negligence.
No Responses!