Xfinity Store by Comcast

Reviews

• LK

  Lauren Kieca

  6 days ago
  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.
• AP

  Amanda Page

  Nov 12, 2025
  5.0
  Nicky was extremely helpful and patient with me. She got my plan started and helped me set up auto payments to save me money. I left with my equipment and ready to set everything up.
• EC

  Ellen Chavez

  Nov 8, 2025
  5.0
  We were there to get a new remote control as ours died. We came in, someone stepped up to take our name and what we needed to get up to the right person. When it was just an exchange, the staff person took care of it herself. In and out in 5 minutes.
• JF

  J F

  Nov 6, 2025
  5.0
  I was serviced by Nicky Patel and I am so very pleased with her hard work and effort in helping me,- when I just know that no one else would have done the same. Miss Patel is very knowledgeable, professional, courteous, informative and super efficient. I am very satisfied with how I was taken care of by Nicky and with my overall experience at this Xfinity Store in Norridge, IL.
• DM

  Dana Mukahal

  Oct 29, 2025
  1.0
  I had a very disappointing experience at the Xfinity Store in Norridge. Most of the staff there clearly don’t know what they’re doing and need proper training. They were standing around, chatting, and not helping customers. You could see that no one in the store looked happy with the service. One lady was very kind and professional, she was the only one who actually understood what was going on and tried to help us. But the man at the front clearly didn’t understand the issue, even after she explained it to him. She even said, “Sorry guys, I think he’s not understanding what the issue is,” which says a lot. He also connected us three times to the wrong department when trying to reach virtual support. Even the people on the other line said he was connecting us incorrectly. This kind of service is unacceptable. The staff need proper training and supervision. customers shouldn’t have to deal with confusion and wasted time like this.

Frequently Asked Questions About Xfinity Store by Comcast