WORST POSSIBLE EXPERIENCE

I called Xfinity to see if the closest store near me had the new iPhone 17 pro max in stock. The guy who I spoke to let me know, yes it was in stock and yes the color as well that I wanted. I ask multiple times if I pay over the phone can I pick up in store? And I’m told “Yes, you just need to show your ID and they can do your trade in as well as give you your order.”

fast forward a few hours later I go into the store to pick up my phone where I’m met with workers telling me “it’s a lying tactic customer service uses over the phone so they can get the sale instead of the store”

so now I’ve been an hour an a half at the store to find out I can not actually pick or do the trade in, because it’s been shipped. I then call Xfinity to figure out where the disconnect is and I get transferred multiple times. With the promise supervisor will get back to me (update no one called me I had to call them after reviewed a text saying my issue was resolved—it was not)

after waiting again on hold for an hour, I finally speak to a supervisor who lets me know that nothing can be done. It can’t even be held at a FedEx location. And that I need to be home from 11 to 3 on a Thursday afternoon while I am fully at work to wait for the phone because I need to sign for it.

I explained multiple times that I was lied to my customer service and if there was anything they can do on their end, not even just in regard to me getting the phone because at this point it’s gonna have to wait and see if I will be able to get out of work or not(now it’s messing with my pay) But also the fact that they couldn’t do anything about my bill or help me out in anyway, since their customer service person lied to me to get a sale.

What is sad about the situation? Is that people in the store Said they get yelled at every single day for this issue and I can totally see how they would be getting yelled at because of being lied to by customer service on the phone.

super frustrated with this entire situation and to not even have a resolution by the end of it.