Xfinity Store -Gaithersburg stole iphones

@XfinityMartyR​

I visited the store on Tuesday evening, and unfortunately, the employees, particularly David N. were not helpful. I was informed that Montoya (store manager) had initiated a “process” that moment to locate the devices (even though I have been calling for awhole month, apparently the devices could be in any warehouse. However, when I requested a receipt or confirmation number for this "process," I was told that no documentation could be provided.

I explained that I am about to be charged $90 on April 1st. David responded that the amount would be reimbursed once the devices are found. I raised concerns about the timeline, noting that it could potentially take a year, to which he confirmed that this was possible. This response was extremely concerning and unhelpful.

I believe the store employees just said this because I arrived to the store accompanied by police officers, as I have reason to believe the devices may have been stolen by store employees. At that point, David stated they could no longer assist me and directed me to contact the head of security. I have since done so and sent an email but have not received any response.

Overall, my experience with Comcast Xfinity has been extremely frustrating. The online chat, customer service hotline, and in-store staff appear to operate in silos, with no communication or clear escalation pathway. There is no access to a manager, only frontline staff who have been unwilling or unable to assist. It has now been over a month, and while my $158 refund remains unresolved, my primary concern is ensuring that the devices are properly returned to the warehouse.

I have already provided photographic evidence showing that I left the phones in the store on February 18th.

At this point, I am requesting the contact information for the Sales Director of the Gaithersburg Xfinity store, as this matter needs to be escalated to the highest level.

I’ve already sent this many times. Kindly check the system. I no longer believe in your online team. Please provide a phone number where I can speak with an English-speaking Sales Director for the Maryland store.