Xfinity Store by Comcast

Reviews

• SS

  sneg900

  Dec 4, 2025
  1.0
  In September, my son and I wanted to switch to Xfinity. They had a promotion where you could get a new iPhone, trade in your old one, and sign up for home internet. When we first went there, the employee quoted us a price that was completely different from what we had seen online. After we pointed this out to him, he admitted he had made a mistake, but that wasn't the main issue. After connecting our home internet, we went to the office to get our phones (I bought a regular 17 and traded in a regular 13, and my son bought a 17 Pro and traded in a regular 14). That day, we were told that we would only receive my new phone and a sticker to send the old one, and that we would have to wait for my son's new phone because it had to be ordered. That was fine with us. I got my new phone, transferred all my data to it, and was ready to send the old one. Then my son's phone was delivered, he transferred the data from his old one, and we were ready to send both old phones for exchange. On the website, we discovered that we only had a sticker for my son's phone, so we called technical support to ask why this was the case, and they told us that we had bought my phone without an exchange, so we went to the store to ask them in person, and they told us that there had been a mistake and that we needed to fill out all the paperwork again, return the phone we had received, and get a new one. After we deleted all the data from the new phone, the employee processed the return and then started filling out the paperwork to get a new one and said that the trade-in value of my old phone would no longer be $670, as it was originally, but only $400. I was unhappy with this. We filled out all the paperwork together with the employee and entered everything correctly. It wasn't my fault, and I was losing $270. So they told me that the only solution would be to either lose $270 because of their mistake, or return the new phone and wait for the next promotion in the hope that we would get the same amount for the exchange that they offered at the beginning, or pay the full amount and keep the old phone. None of the options suit me because they are saying something completely different from what they said at the beginning. Their terrible communication and approach to the matter are unacceptable. A month later, my card was charged for my son's phone, which shouldn't have happened (the new iPhone 17 Pro costs $1,100 and my son's phone trade-in value was $1,100). We called customer service, spent about an hour on the phone, and then they said there had been a mistake and they would refund us. The same thing happened the following month. We called again, spent another hour on the phone, and were told that there had been another mistake and that the money I had paid for my son's phone would be credited to the monthly payment for home internet. The following month, I was charged the full amount for internet.
• 2C

  2 Complex

  Oct 19, 2025
  1.0
  I don't know where to start, its a fact that this business does not care at all about the time of their customers. We have been waiting for almost 1.5 hours and there's no sense of urgency, those who check you in can't help you. It's insane how they are still in business with this type of service.
• RE

  rusty eastman

  Oct 4, 2025
  5.0
  very helpful for all inqueries
• LL

  Lena

  Sep 7, 2025
  5.0
  Great customer service, Antoine was great!
• JC

  John Cotton

  Sep 3, 2025
  5.0
  Great customer service The workers were very polite and had me in and out of the store within 15 minutes. Wish every Xfinity store was like this

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