Xfinity Store by Comcast Branded Partner

Reviews

• JL

  Jackie Liu

  Jan 3, 2026
  5.0
  My experience here was good. Friendly, prompt and solved my issue.
• SR

  Sarah Rose

  Dec 18, 2025
  5.0
  Xfinity is the absolute Best !!! Always able to address my issues , knowledgable reps , and great rates ... 👍👍
• BB

  Bcommunities

  Dec 16, 2025
  5.0
  Shams is amazing and very supportive
• RA

  Raheem Alli

  Dec 1, 2025
  4.0
  Excited to watch the final episode of the latest season of Love Island, my and I were highly disappointed when we received an error message on our Xfinity cable box. Thankfully, we have an Xfinity store in close proximity to our home; therefore, when my wife called Xfinity to do some troubleshooting, they advised us to bring the box and remote into the store. Upon arrival, we observed a very busy store with patrons receiving personalized customer service (the store is organized in a way in which staff do not have to stand stationary behind a counter). Once he finished serving an employee, a customer service representative by the name of Asiel summoned and greeted us. We handed over the defective hardware and Asiel informed us that we had the latest model; therefore, the replacement would be identical (unfortunately they were sold out of the 4k box that he tried to obtain for us). After providing us with the new box (plus an extra remote), he mentioned some potential savings that we could receive if we switched from T-Mobile to Xfinity wireless. Although it was a pretty good deal (Xfinity wireless uses Verizon’s towers), it could not compete with our T-Mobile plan that includes free and discounted movie streaming platforms (i.e., Hulu, Apple TV, and Netflix). Once Xfinity Wireless develops a plan that includes movie streaming services (currently they only have Peacock), we will entertain the thought of switching over. Once we arrived at our home; we installed the new box, sat through a few system updates, and were able to resume Love Island…thank you Xfinity Elk Grove!
• MA

  Mirabella Alexander

  Nov 30, 2025
  1.0
  I came into this Xfinity store to return my router and equipment after moving, and to get help with a phone I purchased from Xfinity on February 23rd, 2025 that suddenly stopped working yesterday morning. The device wouldn’t turn on, a hard reset didn’t work, and the phone/charger became so hot it nearly burned my hand. Since I no longer had a working phone, I expected basic assistance contacting customer service. Emmanuel began helping me, but when he said there was “nothing they could do,” I asked if he could call Xfinity support on my behalf so I could dispute the issue. That’s when his coworker, Bri, who was helping another customer, suddenly inserted herself into the conversation — and the situation went downhill quickly. What started as her “trying to help” turned into some of the most unprofessional behavior I’ve experienced in a customer service setting: 1. Misrepresentation and misinformation. • Bri claimed that the screen Emmanuel was showing me was my “original contract.” It absolutely was not — it was just the device and plan info, the same thing I can see in my online account. • She insisted I “go get my original contract emails and bring them in,” but when I tried to clarify whether that would actually fix the issue, she loudly and rudely interrupted me, saying: • “You’re not trying to clarify, you just don’t like our answers.” • “I’m not going round and round with you and neither will he.” • “These are your original contracts.” Speaking to a customer like that is unacceptable. • She also claimed Apple no longer gives a 1-year manufacturer warranty on new devices. This is simply false. I went to the Genius Bar afterward, and Apple confirmed the device was still under the 1-year warranty and replaced it for free today. 2. No one bothered to check my account. I originally had insurance on all my devices through Xfinity, yet somehow it disappeared from my account — and no one at the store took even a minute to check what happened or whether changes had been made. They didn’t investigate, didn’t offer solutions, and didn’t even attempt to contact support on my behalf. 3. Lack of training and professionalism. • Instead of focusing on the customer she was already assisting, Bri jumped into my interaction and escalated the situation with misinformation and attitude. • The tone from staff became loud, rude, and dismissive so quickly that I had to make a conscious effort to stay calm, simply because of how disrespectful the communication was. • At no point did anyone offer basic support such as calling Xfinity on my behalf, even though I had no working phone. 4. Zero assistance with a device THEY sold me. My phone stopped working suddenly and dangerously, and the employees had no willingness to help, no knowledge of warranty coverage, and no interest in even checking whether my account had insurance through them — something I originally purchased. ⸻ This location urgently needs better training, accountability, and leadership oversight. Customers should not be dismissed, spoken over, or given false information — especially when dealing with defective devices purchased directly from Xfinity. I hope store management, district management, and regional leadership review the conduct of the staff involved, especially Bri, and take the necessary steps to retrain and correct these issues. No customer should have to go through this.

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