Brand new Xbox One

I recently had a return my Xbox One to GameStop. I did have the original controller so when he exchanged for a new Xbox he took the controller when I try to set it up my controllers don't work .even when wired in to start the setup process

Your "old" controller not work with the "new" console? even when wired...

The console that Gamestop give you is brand new or refurbished?

You can try with different USB port (maybe the port used is faulty).

You can also try with a different USB cable (maybe faulty cable)

Try also both, different cable on different USB port, if nothing work, return to Gamestop (with your pad this time).

If a controller isn't syncing correctly too your xbox try pressing and holding the small circular button next too the usb port while di the same with the small circular button on the top of the xbox controller. This should snyc the controller too the xbox.

Hello,

For controller not syncing, its best to connect a USB cord to the controller and your xbox and perform a full power cycle. Then after powering your xbox back on, remove your USB cable and try to re-sync your controller. However, is this doesn’t work, you
can click this link to try to troubleshoot it on your own.

https://support.xbox.com/en-US/xbox-one/accessories/connect-a-wireless-controller

Connected to a USB cable and make updates if they are available

Very, very add. Any Xbox controller paired with your console with cable should be working. Have you tried it on another console?