Formal Complaint Regarding Manager Kevin

Subject: Formal Complaint Regarding Manager Kevin – Xfinity Retail Store (5020 N. Nevada Ave.)

I am writing to file a formal complaint regarding Manager Kevin at the Xfinity retail location on 5020 N. Nevada Ave.

My experience with your employee, Sarah, was excellent. She was friendly, professional, patient, and was helping us set up a new phone that we had just purchased. While she was assisting us, Kevin approached her in front of us and questioned why she was helping us. He repeated three separate times that she "shouldn't be helping" us.

This interaction was embarrassing, unprofessional, and disrespectful to both Sarah and us as customers. No employee should be corrected publicly while they are providing excellent customer service.

I'd also like to ask: What is the purpose of having a retail store if customers are expected to do everything themselves? If I wanted to self-manage the entire process, I could have completed my purchase online. The value of visiting a retail location is receiving knowledgeable, in-person service and support.

Sarah exemplified the level of customer service I expect from Xfinity. Kevin's behavior did the opposite. Rather than supporting an employee who was taking care of a customer, he discouraged her from doing so in front of us.

I hope Xfinity reviews this incident and provides Kevin with coaching on leadership, professionalism, and how to support both customers and frontline employees. Sarah deserves recognition for her outstanding service, not criticism for helping customers.

Thank you for taking the time to review my concerns. I would appreciate knowing that this complaint has been received and addressed.This version is more likely to be taken seriously while still clearly expressing your dissatisfaction.