Xfinity Store by Comcast

Brittany Heffernan 2 months ago

DO NOT SWITCH TO XFINITY FOR PHONE SERVICE!!! Especially if you come from T mobile. switched and it has been hell ever since. family phone account has been so messed up names/phone numbers/emails all messed up on the account, they will say they can’t help you so you end up having to call and try to fix issues but end up getting transferred to 3 more people who don’t know what they’re doing. They’ll act like the problem is fixed and you go back into the store and account is still a mess. T mobile customer service much better and more knowledgeable. So much wasted time in store and on the phone. Problems still aren’t fixed.

Ramyaa Rajasekaran 2 months ago

Visited this place for attaching esim to a new phone but the obnoxious associate was screaming (lack of knowledge, patience and extreme arrogance) that phone was locked while all indicator and all other carriers confirm it's unlocked. Wasn't explaining the reason, probably lacks knowledge and blaming that all others (place of purchase, other carriers) could lie. Been an xfinity customer for over 3 years and extremely offended by this customer service. Never go to this place. Terrible customer experience!

Brent B 3 months ago

The lack of customer service and empathy exhibited by this company never ceases to amaze me. I went in to close out an account for a deceased godparent. For starters, the guy never once offered condolences. He mentioned that the boxes and modem would need to be returned. When I explained that it was a hoarding situation (and even showed pictures), he stated there would be a fee for not returning the equipment. I pointed out that my godparent had been a customer since 1994 and has been paying a $42 monthly rental fee. He still stated it was their policy to require the equipment be returned or else a fee would be charged. I asked if they would be reusing the boxes and he wouldn't answer. We then asked me if I would do the sake at my job. I stated I would look at things on a case by case basis. They guy didn't like that answer and insisted he had to follow their policy. Keep in mind, I have a parent who uses Xfinity and doesn't pay a monthly fee for a box and even recently received an upgraded modem at no extra charge. I then asked if they could also deactivate my godparent's mobile devices. He stated he couldn't do that without the actual phone. I reiterated that they passed away in

Ken Cremen 5 months ago

This 5 star review is primarily because of the service I received from Lena. We have been customers for 45 years and our monthly bill had become outrageous. After several frustrating attempts to get support on the Web site, in the app and on the phone, I resigned myself to going in to the store. Even before waiting about 40 minutes to talk to someone, I didn't have high hopes of leaving satisfied. Well, Lena was fantastic. She took the time to get to know which parts of our current services we use and which we don't. She identified a lot of "add-on" charges that had built up over the years and instead found better package deals that had those add-ons included in the price. We were able to lower our Internet speed to something that makes more sense for tv watchers, keep all our same tv channels and lower our monthly bill by about $80! Lena's help made it make sense for me to stick around a little longer to see if Xfinity can resolve their issue with ABC so it's again included in my local channels. If they don't, I'll have no choice but to leave. I'm not going to pay a cable TV bill and have to use an antenna, but at least I can wait it out a few more weeks.

Intergalactic Citizen 5 months ago

TL;DR: Service is terrible. No support for Business accounts in store. Employee grabbed and tossed my personal, non-Xfinity iPhone, cracking the screen. I’m a Comcast Business customer with multiple lines (mobile and internet), and after two visits to the Xfinity store in Troy, MI, I can confidently say: avoid this location—and frankly, Comcast altogether—if you value your time or expect competent support. First, Xfinity retail stores cannot help with Comcast Business accounts. Despite this, I was still directed there after an offshore support rep failed to resolve my issue. In-store, I was again told to call support, with Assistant Manager Jason assuring me that business call centers are U.S.-based and would resolve everything. That is simply not true—calls consistently route offshore, where reps are often unable to help. This misinformation wasted even more of my time. The in-store experience was worse. An employee, DeAndre, became impatient with basic questions and abruptly refused to continue helping me. When I tried to clarify a discrepancy with my account number, he dismissed me and told me to move aside. While I was still actively working on my account on my laptop, he ph