Xfinity Store by Comcast

Reviews

• GD

  G D

  Jan 2, 2026
  1.0
  This afternoon I drive my elderly neighbor to the store to return a box and controller. I pulled up in front since my neighbor just had a knee replacement. She went in to drop the box off and the store employee said she had to wait in line like everyone else. She was told it could be 10-30 minute wait time. In the past they would scan the equipment and take it. She couldn’t wait that long plus there was nowhere to sit and wait. Regardless of her age it’s a return not a purchase. Have a bit of respect for the elderly.
• SC

  Sarah Cross

  Dec 28, 2025
  1.0
  Walked in to RETURN their equipment, told it would be a 30 minute wait for a rep to work with us.....it was really crowded and packed with tons of people waiting, slow like their internet service I guess
• RB

  Robert Bloome

  Dec 20, 2025
  1.0
  I’ve had four weeks with Comcast cable going out on me. The route was changed for a weeks ago, then next week it went out again, I’ve had some major tech lines changing stuff on the lines down the block. My cable is out again. I had an appointment today for December 13, 2025 as the text messages came tell me my Teck is in front of my house greet them meet him. I look out there is no Com Cast truck, I have an open spot in the driveway. I waited out in front with the front porch light on all the lights on in the house, six minutes later Com Cast truck drove past my house never stopped. This company is a joke. Their system does not work in this neighborhood. Old Irving Park. I highly recommend do not use Com Cast or if you wanna call it Xfinity. I also have a photo video from my ring doorbell of Com Cast driving past my house and never stopped.
• JC

  jesus cardenas

  Dec 7, 2025
  1.0
  Garbage service by the employees and manager, a bunch of young employees laying on the benches and playing arround like little kids. The manager name Nico act very unprofessional. I was there for a technical issue between at&t and xfinity to do a mobil service transfer activation, and the employee that try to help me had no idea what he was doing. After more than one hour at that store I ask for the manager help and he didn't even say sorry or offer any positive response.
• LK

  Lauren Kieca

  Nov 17, 2025
  1.0
  Repeated Miscommunication, Poor Service, and Zero Accountability My experience with Xfinity Mobile has been, without exaggeration, one of the most frustrating and disappointing customer-service experiences I’ve ever had. The issues stem from three areas: the in-store experience, the phone/virtual support team, and the opaque “third-party” partners Xfinity relies on. The lack of communication between these groups creates a cycle where customers suffer for mistakes Xfinity refuses to take responsibility for. 1. In-Store Experience (This Location in Particular) The staffing and overall service at this location have been consistently disorganized during multiple visits. It routinely requires several employees to assist one customer, yet no one seems fully informed about the process they are handling. A. Phone Trade-In Experience: When my elderly father and I traded in our previous devices—both in perfect working condition—the store transferred his data and told him he was “good to go.” They failed to inform him that the phone needed to be reset and have the passcode removed before sending it to their third-party evaluator. As a result, the device was rejected and returned for being “locked,” despite not being damaged in any way. We then spent over three months going back and forth between the store, Xfinity support, and their unnamed third-party vendor, only to be told there was nothing they could do. My father, a senior citizen, was ultimately stuck paying for the phone entirely due to incomplete instructions and misinformation provided by Xfinity staff. B. Apple Watch Service Issue: During a recent visit for an Apple Watch issue, once again multiple employees were assisting one customer, and the associate helping me was multitasking despite my request that he complete one task at a time due to previous errors. Unfortunately, the transaction was still processed incorrectly and assigned to the wrong account—creating yet another layer of complications. 2. Phone & Virtual Support The phone support team appears to be completely disconnected from the in-store system. They cannot look up claims, cannot see store-related transactions, and cannot contact the store directly—because the physical store, unbelievably, has no phone line. Calling for help does not save time; it adds more confusion. Each department has visibility into only a small part of the account, and no one has full access to resolve issues created by the store. 3. The Mysterious “Third-Party” Xfinity’s reliance on unnamed third-party partners creates even more problems. Representatives avoid clarifying who they actually work for, whether they are part of Xfinity, insurance, or an external evaluator. This lack of transparency makes it nearly impossible to track down responsibility when errors arise. In my most recent call, I provided every piece of documentation—including receipts, dates, and claim details—only to be told that my claim number was not associated with my account. This was due to incorrect information entered by the store. And once again, the burden was placed entirely on me to resolve an error I did not make. Overall I rarely write reviews, but the level of disorganization, miscommunication, and lack of accountability across every part of Xfinity Mobile has been unacceptable. Customers should not have to spend months correcting the company’s mistakes, nor should elderly customers be misled through incomplete instructions that cost them money. The store blames the phone support team. The phone support team blames the store. Both blame a vague “third party.” And ultimately, the customer pays the price…financially, timely and emotionally. I strongly caution anyone considering Xfinity Mobile to be prepared for fragmented support, inconsistent information, and very limited accountability.

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