Frustrating iPhone 16 Pro Max Delivery Experience

Hey everyone,

I wanted to share a frustrating experience I had today, and hopefully, some of you can give me advice or share if you’ve been through anything similar.

I ordered the iPhone 16 Pro Max from Xfinity on December 18th and had been super excited for it to arrive. Today was the big day—it was delivered, and since it required a signature, I made sure to be there to sign for it.

But after the delivery driver left, I noticed the box looked damaged, which immediately made me uneasy. When I opened it, my worst fear came true: the iPhone was gone. The box only had the charger inside. Clearly, someone had tampered with the package before it got to me, and the phone was stolen.

I’ve already taken pictures of the damaged box and the contents and have contacted

Xfinity and fedex. But honestly, this whole situation is so frustrating. You spend all this money on something, and then this happens—it’s such a letdown.

Has anyone else gone through something like this? Any advice on how to make sure this gets resolved quickly? I’d really appreciate it!

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Accepted Solution

XfinityMartyR

Official Employee

•

1.7K Messages

23 days ago

Queenk2721 Thanks for reaching out! I'm sorry to hear your new phone was missing from the box. This is definitely not the experience we want for you, or anyone. Have you contacted the Xfinity Mobile Team to file a shipping claim for an empty box? They will need you to file a police report and provide photographs of the damaged box and all its contents.

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Queenk2721

5 Messages

@XfinityMartyR Yep I did all of that. I have the pictures and the police report. They stated they would send me an email the same day that the empty box was delivered to me but they never did. They keep giving me the runaround about when the email when come. When initially the chat agent told me that I only had 3 days to submit the police report. I had the police report the same day but somehow they weren't able to send the email.

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18 days ago

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XfinityMartyR

Official Employee

•

1.7K Messages

@Queenk2721 Thanks for the additional information. We can see if this has been escalated to our Xfinity Mobile Team for you. Please send us a direct message.

To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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16 days ago

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Queenk2721

5 Messages

Thank you so much for the help. Xfinity removed the phone off of my account as well as credited my down payment back to me. They also removed all remaining payments for the phone. I will continue to be a loyal customer and refer everyone I know to you!

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5 hours ago

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Frustrating iPhone 16 Pro Max Delivery Experience

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