Xfinity Store by Comcast

Reviews

• MB

  Megan Bowman

  Oct 13, 2025
  1.0
  UPDATE: I finally got my phone and they ordered the wrong color, my rep now also gets one star. Absolutely awful process from start to finish and I will never deal with these people again. Original review: I want to be clear that this review is for the store and Xfinity and not the rep who I worked with to upgrade my phone. He gets 5 stars. The process of trying to upgrade a phone with this company if you are not the primary account holder is the most unnecessarily difficult thing I've ever had to endure. I initially tried to do this process through customer service on the phone and received a slew of misinformation from them that was corrected in the store. Despite being an account manager (which took me having to provide all my mom's info) you cannot just take a phone home with you during an upgrade. Fine. It had to be shipped to my mom's house as she's the primary account holder, luckily she lives in town. Now the package has to be signed for, also fine, but it's late and everyone works during the week so no one is home for deliveries. I contacted FedEx and asked that the package be held at a FedEx location so I could get it, they misunderstood me and said they'd rerouted it to the store. Also fine. Now here is what has finally pushed me over the edge to write this review. Because of the slew of misinformation I've received from customer service and the store I went to the store again this afternoon to ask if I could be the one to pick up the phone since they wouldn't let me have it originally. As previous reviews have stated, the woman in the front is rude, cold and dismissive. As I was explaining the situation she interrupted me and said "they can't do that" imagine my confusion and I then asked what customer service did then and she said "probably nothing". I explained no one was home on a week day to sign for a package and asked what would happen and she said they'd send it back to the warehouse, what an unbelievably stupid process for this company to practice. She did not show one ounce of care or attempt to help me at all. I was able to reach FedEx again and ask them to hold it at the FedEx store which I believe is what's happening now. I've never had to go on such a journey to obtain something as a paying customer. We will be dropping this service as soon as possible and switching back to Verizon. Customer service and the stores need to get on the same page about what's required OR stores need to have a phone number you can contact them at, it's outrageous they don't. I hope I never have to upgrade a phone with these people again, IF I ever get the one I ordered this time.
• JK

  Jane Krise

  Oct 5, 2025
  1.0
  Made the home internet deal sound like the best thing in the world and turns out we can't even use it. I have done EVERYTHING that they have said to do and I have been fighting this since we got home and set it up. My TV is connected but nothing as far as internet required things are working. And now we have to have someone come out to fix it and pay out of pocket for it! As a new customer, I am quite disappointed. I've been on with customer service for so lo g, my head is pounding!
• SW

  Sam Wheeler

  Sep 23, 2025
  1.0
  Xfinity is the worst, most predatory, and most incompetent company I have ever dealt with. The service itself is good enough, reasonable for the price and you just deal with the occasional outage. Not amazing but manageable. I recently moved but my roommates wanted to keep service from them. I was on the phone for an hour before I moved out trying to transfer service to one of the roommates. They said the roommate should receive an email to complete the switch. They never got one, and a few weeks later I got a charge on my account. I called again, the customer service rep told me to have my bank dispute the charge and that they would send another email to get it switched over (after another hour bouncing in between people). A few weeks later I get a notification that I have an overdue balance, and I need to pay it in order to not lose service. Confused I ask my roommates, who tell me once again they didn’t get an email, and had decided to switch providers. I call xfinity to have them cancel the service, I am told I will get 2 emails, 1 showing the waved fees and another showing the cancelled service. I don’t get either email, so I call back after 2 hours. They don’t have any record of either of those things happening! I wait until the update shows up in my account, they tell me they can only waive some of the fees and that I will still owe $70, but that finally, after a month and a half of trying, my account is cancelled. I shouldn’t have to spend an hour on the phone with a representative to cancel my account. That should be illegal. Terrible company
• EL

  Earl & Robin Lay

  Sep 19, 2025
  5.0
  This is a review about service I have received at xfinity - specifically from customer service rep. Jake. I found Jake to be very professional, courteous, knowledgeable, & helpful. Excellent work Jake!
• CH

  Carolyn Heondrix

  Sep 16, 2025
  5.0
  Jacob is really helpful as a salesman! And pleasant. Turned a bad experience good

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