1 Message
IPhone 16 ProMax supposedly delivered - box empty!
On October 3, 2024, a box supposedly containing the iPhone 16 ProMax I purchased from Xfinity was delivered to my home a little after 2pm. My husband received it and signed off on it never imagining the box had been tampered with, as it was handed to him with the FedEx label on top. As soon as he closed the door, he turned the box upside down to open it and noticed that it was taped with regular tape badly adhering to the box, thought it was strange and took a picture of it before opening the box. As soon as he opened the box, the iPhone box inside was tampered with and THERE WAS NO IPHONE INSIDE!!!
So my husband immediately ran outside with the box to go after the driver. He caught up with him just as he was existing my apartment complex and told him he had delivered an empty box. Then the driver, who did not seem at all surprised, took the box and said he would scan it for a return, which he seemed to do and told him he would be back and kept the box. My husband who does not speak or understand English very well did not fully understand him but still took a picture of the FedEx guy holding the box as well as of the truck he was driving.
I immediately filed a report with the police, as advised by the agent at my local Xfinity store who said this was required per Xfinity policy. I also filed a claim with FedEx.
I would like to make a formal complaint of the deliveries. I bought 2 iPhones (one 16 Pro and one 16 ProMax) with Xfinity that were to be delivered to my home address. The first one was delivered on Saturday 09/28. FedEx left the package on my door and did not ring the bell or knock so I could sign on it and marked it as delivered. I immediately got a notification on my phone that it had been delivered and I had not signed anything! Luckily I had notifications setup and immediately went to the door and retrieved the package which was intact. I called my Xfinity store that afternoon and asked to make a note of this formal complaint.
Now a few days later I received an EMPTY BOX which should have had my other iPhone!
Two weeks have passed since the incident. I have submitted everything that was asked in a timely manner. I received an email from Xfinity requesting the information (which I have already submitted in the original claim). I replied immediately, resending all and did not even receive an OK from this company, or " we will respond as soon as possible"... Outrageous!
I have no idea when I will get the iPhone which I purchased 3 weeks ago. I have been kept in the dark during the whole process. I am very unsatisfied with how this has been handled by Xfinity, locally at the store where I made the purchase and corporately as well, since after two weeks I have no information on what to expect.
It is unacceptable that I have to deal with this situation. My property was stolen and I have had financial losses because I do not have a device which I needed to have by now, that is the reason I purchased it when I did.
I am an Xfinity customer and I could have made the purchase with other providers and chose not to and now there is this situation that is affecting me financially and emotionally and it makes me feel my business with you is not valued.
I wish I would at least get some sort of notification that the requested information has been received by you and that this matter is resolved immediately as to receive my iPhone as soon as possible. It seems that the company is run by ROBOTS because it is impossible to speak to a HUMAN BEING over the phone. At the local store, the HUMANS don't have any information. In the meanwhile, I am paying for an IPhone I do not have and have no idea when I will be getting it. So I would like answers from this company.
I have seen that this has happened to other customers with very negative results. I can't even leave a negative review because the company does not even have a space for that.
I hope SOMEONE who has answers replies.
This needs to be resolved.
XfinityAlyssaA
Official Employee
•
1.7K Messages
1 month ago
Good afternoon @user_iuw3it, and thank you for reaching out to our dedicated Communities team, we appreciate you bringing this situation to our attention and assure you that you've reached the right team to help! I'm sorry to hear that you received an empty box that was supposed to contain your new iPhone 16 ProMax and can imagine how upset I would be if I was in your shoes! This is definitely not the kind of frustrating or upsetting experience we want for any of our valuable customers and will do everything we can to get this situation turned around.
I see that you stated you immediately filed a report with the police and filed a claim with FedEx, we appreciate you taking the time to do that and submitting everything in a timely manner. I understand why you are unsatisfied and our team will be happy to look into your concerns further. If needed, we can also reach out to our wonderful and dedicated Executive Mobile team for further assistance. They are a wonderful team who are experts in handling these types of incidents.
I also see that you have had frustrations connecting with an agent over the phone and want to assure you that our Communities team here is a team full of real live dedicated agents and will stick with you every step until this is resolved.
To get started, we will need to get your account pulled up to review what's been done so far so we can make sure we take the next best steps. Can you please send us a Direct Message with your first and last name along with the service address on the account?
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
We look forward to working with you further.
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