help with an Iphone order

To whoever may read this email,

I am actively seeking any type of support for the following issue:

On 18 August, I purchased an iPhone 17 through XFINITY.com (order# 331090456945194714)   This purchase was driven directly by the flood of promotional emails XFINITY sent me touting special iPhone offers.** The order confirmed pickup at 345 North Main Street in West Hartford, CT, and stated the phone would be ready in 2 hours. **It has now been TEN DAYS, and I still do not have the phone.**

Here is exactly what I have been put through — and it is nothing short of disgraceful:

**19 August:** I went to the XFINITY Store at 345 North Main Street to pick up the phone. I was told the inventory system was down and they would NOT release the phone to me. I was directed to call 1-800-XFINITY and cancel the order.

**19 August:** As instructed, I called 1-800-XFINITY to cancel. I was told the order could only be cancelled within 30 minutes of purchase, so it would NOT be cancelled. **The agent then sent me right back to the store**, claiming the order was "all set," and told me to have the employees release the phone.

**19 August:** I returned to the same store a SECOND time. Again told the inventory system was down. Again told they would not release the phone. The employee called his manager, who was not present at the time I was in the store, and she said there was nothing they could do. An ECM ticket (#ECM0024497296) was opened, with a promise of 3-5 business days for a response.

**21 August:** I received a text saying ticket #ECM0024497296 was closed and "resolved." **The so-called "resolution" was that the order could not be cancelled and I should simply go back to the store — the exact same runaround!!!

**25 August:** I went to a SECOND location, 1253 New Britain Ave, West Hartford, and spent another full hour in-store, only to be told — again — to go back to the original store!!!!

**25 August, my FOURTH trip:** I returned to 345 North Main Street and finally spoke with Analese, the store manager. Her response, after hearing everything I had been through, was: **"There's a problem with our system checking items out of inventory; you're not the only person affected, and you're just going to have to wait for XFINITY to figure it out.”  Never once a simple apology or any attempt to try and make the situation right.

That is FOUR separate store visits, well over three hours on the phone, four closed tickets that resolved absolutely nothing, and TEN FULL DAYS — and I still have neither the phone I paid for nor a single competent answer.  I was charged $100.42 for this order and have received nothing but incompetence, contradictory instructions, and outright apathetic indifference.   This is an entirely unacceptable, disgraceful level of service.  I am requesting closure of this issue: please stop making the failures of your inventory system my problem. I ask that XFINITY either release the phone to me,  without any further delay, or cancel the order and issue a full and immediate refund of $100.42.  

PLEASE make this situation right!