2 Messages
Ordered phone received empty box
Closed
Empty Box, No Phone
I ordered two iphone 16s from Xfinity Mobile in January, as an upgrade to my current phone, using a promotion which would provide a discount to be applied over 24 monthly payments. My credit card was charged the first monthly payment and sales tax for the entire purchase. When the package was delivered I signed for it but inside I found an empty iPhone box that had been cut open. There was no sign that the shipping box had been tampered with so it seems likely that the phone was stolen in the warehouse distribution center or possibly in shipping. I took photos and called Xfinity. The customer service rep seemed baffled so I followed up with a visit to an Xfinity store and a second call to Xfinity. The second rep referred the matter for investigation and gave me a reference number.
In the four weeks since then I have called Xfinity 8 times for information on the resolution of this matter. I spoke with polite and apologetic customer service reps, but got no solid status information. I also tried the online "Xfinity Assistant" with similar results. Two weeks after the investigation referral I received an email from "shipping claims" asking for details, photos, and a police report, which I promptly provided. In the month since then I sent follow-up emails twice but received no response whatsoever. Surprisingly Xfinity has credited my charge card for the first payment and sales tax. However I am still being billed for 800.00 and the statement is nothing short of confusing. My most recent call, today, again provided no information.
I see that there are a number of other instances in this forum of people receiving an empty box instead of a phone. None of the other victims indicate whether or how a resolution was reached. Is there any way to resolve this???
XfinityMartyR
Official Employee
•
2.1K Messages
2 months ago
Thanks for reaching out, user_zsergw. I'm sorry to hear this has happened to you. We can open up a case for investigation to check on the status of your concern. Please send us a direct message.
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user_62qujp
1 Message
20 days ago
I am currently experiencing the same issues with missing equipment. We recently brought our mobile services over from TMobile after being with them for 30 years and never having an issue. After over 4 hours on with support we finally were able to activate the three phones we brought over and an existing Apple Watch. I also opted to add a new Apple Watch to my account. I was told that the watch would be shipped in two days. Two days later, UPS delivered the package to my business. The driver handed me the box directly. I immediately sliced open the tape, and to my surprise, the box was empty except for two informational cards. No watch to be found. The UPS driver was still in my business so I showed him what was received. He got on the phone with his supervisor, who said to reject the package as damaged. I have contacted Xfinity Mobile on several occasions and explained the issue. Xfinity reps do nothing but open escalation tickets and tell me what I should have done and what I should be doing. No one at Comcast seems to care to make this right. Clearly, Comcast has an issue in its warehouse as the forums show multiple complaints of customers receiving empty boxes with no merchandise. At this point, my credit card has been charged for a down payment, the taxes and the first month and I still have no watch. Furthermore, the reps are telling me that the ticket is set to be responded to on 4/30/25. How does it take 2 weeks to figure out that the person packaging the product never placed it in the box? What happened to checks and balances? All electronic equipment as dedicated IMEI numbers, why doesn't Xfinity have a tracking mechanism? I am beyond upset and frustrated. My account should have been immediately credited for the missing merchandise and a new watch should have been sent out to me. For a company as big as Comcast, you would think they would put more effort into customer satisfaction and complaint resolution. At this point, I am considering switching back to TMobile. I only switched because of the rates but clearly you get what you pay for.
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