Xfinity Store by Comcast Branded Partner

I wish Id seen the other reviews before wasting time here (and heres a tip - ALWAYS use the messenger app on Xfinitys Facebook page if you can, as it sends you to a chat link that is totally different from the useless one in the Xfinity app, and is the ONLY way I ever get issues addressed. The representatives working that chat are SUPER helpful and get results). Another family member had gone here to do the exact same thing I was doing - bringing in a cable box/cancelling the cable portion of my plan - with no fuss (though that was probably a couple of years ago at this point), so I assumed I would have the same experience. There was no one else in the store when I came in with the equipment to return, and 2 staffers were working the customer service desk (I think the manager was still in back at that point). I told them what I wanted to do, and it seemed to be going fine- I was obviously putting them out by just being there, but whatever. But nearing the end, there is some change to the plan that the staffer handing the change in the system cant seem to explain- she and the manager just tell me I need a new modem that they dont have in stock. No explanation for why I need it or what happens until I get it until I press - and then they start acting like I am getting upset and unreasonable. It was just so bizarre; they didnt show me anything documenting the plan changes/ prices- just said that internet was going to be $95 or something like that, and that I need a new modem (eventually, after several questions, the manager finally told me that it was because the internet speed on the revised plan would be higher - so, wouldnt that have been relevant info up front, instead of me having to ask whether my existing modem will still work, etc?). They didnt even really confirm that they were cancelling my cable at that point (they said that it was, but I had no proof) so having a pretty bad feeling, I asked for the cable equipment back to take to the store where they said I had to go to get the new modem (I couldnt get the power cord back even though I wanted it in case my cable wasnt yet cancelled - I might as well keep using it in that case). And I was right to be careful; I checked with online customer service later and they said they did not see a cable cancellation on my account. Another customer came in while they were working on my account just asking for some help with why attachments werent coming through on his phone that it sounds like he recently set up with them. The other staffer barely looked him in the eye and said his storage must be too low (it wasnt) and that she doesnt know what else to tell him. Funny- they were at the same time trying to put the hard sell on me to switch over to their cell services. I dont have super high expectations for customer service, especially in this kind of store - I get it, you probably dont love your jobs, people are probably rude, pay not great, etc. Im not expecting anything more than basic competence and the politeness we extend each other as strangers- Im polite and patient through whatever hiccups/ delays there are, and if I can either be a positive or at least neutral customer encounter, I will be! But this was so so weirdly antagonistic and aggressively unhelpful; the looks they were giving me for asking basic questions and standing up for myself as the customer to understand the situation- I have honestly NEVER experienced that before and really felt like they were trying to gaslight me into thinking I was in the wrong. Whoever owns this location seems to want to go out of business. How hard would it be for staff to have a basic script- that when a customer is seeking a change on their account, you show them a screen and walk them through the changes to make sure were all on the same page? PS - Got on the FB chat site this afternoon and the representative worked through my account with minimal fuss, and got me an internet plan for $65 for the next 2 years.
Mar 24th, 2024

Never had a bad experience until today. Got there at 3:37 to buy phone accessories. Doors were locked, sign on the door said out to lunch, be back in an hour. An hour from when? Noon? At least one woman was inside, straightening things. Another man pulled up with equipment and a 3:45 appointment. Still wouldnt open the doors. The guy left, and then I left at 3:53. Open until 5:00? Not if they dont feel like it. Maybe its just one bad employee, but that one person is creating a bad reputation for the business.
Mar 17th, 2024

One of the biggest nightmares of my life was giving Xfinity my business again. We will be shopping elsewhere! The customer service is horrible and has not changed in 20 years. Why do we as humans continue to give this company a second chance, or thirds, or even beyond. If you can't even get customer service right, you shouldn't be in business. People just need to exclude Xfinity from their choices. It's just not this store it's all of Xfinity as well.
Mar 7th, 2024

This place has no clue what there doing. They dont have current plans and they have no clue what they did with your account. I did everything online and went to pick up the equipment and next thing I know my bill is $250 instead of the $127
Mar 3rd, 2024

Feb 28th, 2024