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user_l9mow3
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Sunday, August 9th, 2026 6:11 PM

Return of Apple Watch due to misinformation at retail store

Hello, On 5/28/26 I purchased a new mobile phone at our local Xfinity store in Weymouth, MA. During this transaction the employee offered the free Apple watch promotion and told my wife and me that we could cancel the line after 60 days and keep the watch. We verified several times that we could cancel after 60 days and not be charged.

When we called Xfinity Mobile on 8/6/26 to cancel the line, we were told it was not possible to do that. We were totally misled by the store employee, and from reading other posts on this forum it appears this deceptive practice happens frequently.

The Xfinity rep we spoke to on 8/6/26 [Edited: Personal information] said that we could Fed Ex the watch to your warehouse in Mount Juliet, TN as an "unsolicited return." She mentioned that particular store has fraud issues. Then 14 days after the tracking # shows as delivered to the warehouse we should contact Xfinity Mobile to check on a refund.

My questions today are:

Can Xfinity Mobile provide a Fed Ex label for shipping the watch to TN?

Also, should our data on the watch be deleted?  Watch unpaired from phone?

Thank you for your help.

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XfinityAldrik

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2 hours ago

Good evening @user_l9mow3! I’d also be concerned if my wife and I were told multiple times that the watch line could be canceled after 60 days without any impact, only to later receive different information.

 

Because this concern involves a specific Xfinity Mobile order and potential return options for the Apple Watch, we'll need to review the account. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
 
Here's the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

 
You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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