Xfinity Store by Comcast

Reviews

• JD

  John Dee

  4 days ago
  1.0
  I open a line and got a new phone, unfortunately i had a bad experience with this store someone took my card for payments and took all my details of information because for my line subscription, and 2 days after i had my charges from instacart groceries amounting $600 on the next day $113 on a grocery online store, $250 ulta ,i am the person that never buy online stuffs..i am suspected that they used my card for personal used...which felt so bad with this staff. I call the card company and i have this history of charges, which then they declined it and its under investigation... one thing is staff are not helpful i am back and fort for 3 consecutive day which there is a one time charges of activation, the guy said they dont have staff to assist me...which is acceptable but as customer service dont ever ever let the customer go... beware of fraud, scammers staff on that roof....
• TS

  Tara Stevenson

  4 days ago
  1.0
  If I could give a them a NEGATIVE 5 star review I would! This review is specifically about store leadership, because what I experienced goes far beyond a billing issue — it was a complete failure of management, accountability, and basic professionalism. I opened five new mobile lines at this location. Like any responsible customer, I asked very clear questions about activation fees because Xfinity is known for hidden charges. I was assisted by an associate named Jaydin, who was polite but clearly new, and the assistant manager Brian was actively coaching him through the process, meaning management was fully involved from the start. I was told verbatim that I would not be charged the $125 activation fees because I was bringing my own devices. I confirmed this multiple times. I also showed the team a promo in the Xfinity app stating I qualified for a free line for a year. Instead of verifying or honoring it, I was told to call customer service later and make sure it was applied. That lack of ownership alone should have been a warning. After leaving the store, activation issues came up. We followed the instructions provided. My husband’s phone required us to return to the store, where we again spoke with Brian and once again asked about the promo and fees. The response did not change. Responsibility was repeatedly pushed onto customer service. Customer service said they would submit a request to the back office. No response. Then my bill posted. $286. When I returned to the store, I immediately asked for the manager. After unnecessary delays, I finally spoke with Jasmine, the store manager — and that is where this went from frustrating to unacceptable. Jasmine was cold, dismissive, and completely uninterested in resolution**. There was no empathy, no meaningful apology beyond a scripted “sorry you were informed wrong,” and no effort to correct a mistake made by her own team under management supervision. Her position was simple: I had been informed incorrectly, but the charges were “valid,” therefore nothing would be done. When I asked directly whether she couldn’t waive the fees or simply wouldn’t, she doubled down and refused to even attempt a solution, stating that doing so would mean removing a “valid charge.” A store manager’s role is not just to enforce policy — it is to lead, to advocate for customers, and to take accountability when mistakes occur. Jasmine made it very clear she has no interest in doing any of those things. What made this experience even more telling was how it ended. As the interaction concluded, Jasmine and her team remained seated behind the counter, disengaged. No apology. No acknowledgment. No “thank you” or “have a great day.” I stood there, zipped up my coat, and I — the customer — had to end the interaction by saying, “Okay, well thanks guys, have a great day.” That moment said everything. After reading other customer reviews, it is clear this is not an isolated issue. The lack of training, empathy, and accountability appears systemic and starts at the top. If this is the standard of leadership, customer treatment, and accountability being demonstrated at this store, then the district and regional managers responsible for overseeing it must be very proud. If you’re considering opening lines here, don’t. Document everything, get all representations in writing, or choose another provider entirely. This experience was exhausting, disrespectful, and completely avoidable — if management had done its job.
• MU

  Maria Urbanowska

  Jan 4, 2026
  5.0
  Good customer service. Had an issue with my bill and a nice rep helped me and resolved the issue.
• DH

  daniel V Ha

  Jan 4, 2026
  5.0
  Staff working very quickly and professional
• KW

  Kate W

  Dec 3, 2025
  1.0
  I know my review will likely be just another one ignored by Xfinity’s incompetent customer service team, both in-store and over the phone, but still feel the need to warn others. I will never use Xfinity again, and I highly recommend that anyone considering them look elsewhere. Save yourself the time, effort, money, and frustration of being lied to and dealing with poor customer service. There are many other providers that are cheaper, more transparent, faster, and actually value their customers. I was an Xfinity customer for 8 years until recently. A few months ago, my bill doubled out of nowhere, so I called to see if there were any promotions. I was convinced to sign a new plan that was only $10 cheaper (still an unreasonable amount - $110/month for only two people regularly using the internet a few hours a day) and was assured that nothing about my existing plan would change, except there would be faster network speeds. That turned out to be completely false. The plan was not unlimited like I had ALWAYS had, which would cause my bill to go up to $120–$140/month for going slightly over data each month because the amount of data provided in this plan was so low. On top of that, the service quality was terrible - slow, constant buffering, and frequent outages in my area. I felt completely lied to and was sick of the price per month, so I decided to cancel and switch to another provider with far better pricing and service. In September, I called Xfinity to cancel and was told everything was set just return my equipment. When I went to the Bloomingdale store, there was no record of my phone call I had a few days prior for the cancellation request. No notes, nothing. I was then told I’d owe an early contract termination fee (which was never mentioned on my cancellation call, so the in-store team put me on a video call with a billing rep, who told me the fee would be waived and that I would even be reimbursed for my final month since we didn’t use the service. I appreciated that, until I checked my old Xfinity account recently to make sure everything was good and saw that the fee was never waived. I called customer service again to see what was going on, and again, no notes from the last representative I spoke with. They would not help me at all. There was also no call, email, or notice about the fee still on my account so I'm glad I happened to look or would have never known it was there. There is a complete lack of follow through with these customer service people and it just gets exhausting to deal with. Now I'm stuck with a charge I was promised would be removed. This company has shown dishonesty, poor communication, unreliable service, and zero accountability. Don’t waste your time or money with Xfinity.

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