Shipping Exception

I ordered a new iPhone on 5/19/2025.  The phone was supposed to be delivered on 5/21.   On 5/22, I received a notice from FedEx that there as a delivery exception because the item was damaged.   I called Xfinity on 5/23.   The person that I talked with said that they would cancel the order and that I could go to the XFinity store and pick up a new phone.  When I went to the store, they said that the order had not been canceled and the manager of the store rudely said that the issue was my problem and that I would have to file a police report with FedEx.   I went home and called FedEx.   I opened a claim on the shipment.  A few days later they denied the claim because I am not the shipper.  I called Xfinity back and they opened a ticket with their shipping department.   I called to get an update on 6/2 since I had not heard anything.  The person that I talked to said that it takes two weeks to get an answer and the two weeks would be 6/6.  I waited till 6/9 to call back.  Nothing has been done to the ticket.  After spending 1.5 hours on the phone, I was able to get the ticket escalated.   Who do I need to talk to get this resolved in a timely manner?   This is beyond frustrating as the phone was supposed to be a graduation present.   I have been a customer for over 20 years and am ready to cancel all of my services with XFinity if this does not get resolved soon.