Xfinity Store by Comcast Branded Partner

Reviews

• RR

  Rich

  Oct 4, 2025
  1.0
  Customer service is just terrible! Quick to answer the phone when it’s a new customer. Once you’re a customer it’s very difficult to speak to someone, and if you can they are not helpful and can’t resolve anything. Better off with Verizon
• LT

  Lynn T

  Oct 2, 2025
  5.0
  I can’t express enough how grateful I am for the above and beyond assistance provided by Geoffrey C. at this location! This wonderful employee gave me his personal number and helped me after hours and on his days off to get our 3 lines transferred over from another carrier! Who does that? And I’m talking about multiple days and hours spent when one phone that was shipped out of state had some issues. Geoffrey swooped in like Superman and handled everything with a smile, making jokes to help alleviate tensions, and with the determination of a dog with a bone to make everything just right! Thank you for all your help, Geoffrey, you deserve a raise and I hope this small token of my recognition helps in some way. You’re the best! 5 ⭐️
• CR

  Carol Rhodes

  Sep 17, 2025
  1.0
  I went to the McKnight Rd. Xfinity store in Pittsburgh, PA to purchase a replacement/new Iphone 16 for my daughter in early July, as hers was damaged/not working. After we purchased the new Iphone, we returned the following day to exchange the phone for a different Iphone 16 model. Despite Xfinity's policy of being able to return or exchange a phone purchased within 14 days, the staff in the store seemed to be unable and/or unwilling to go through the necessary steps to do an exchange. (Please note that we did not trade in her old phone since it was damaged, so this was not the issue, as I know you can't exchange phones if you already applied the trade in value during the purchase). Instead, they told me the only way to process the exchange would be to open another phone line and assign the device she wanted to that number and then exchange the device with the one on her original phone line. Then they took the returned Iphone 16 and to my understanding were going to ship it back to the warehouse. After multiple visits to the store (one of which left me in tears) and several phone calls to customer service, the issue is still unresolved. It has been over 2 months. I was told by a corporate customer service rep that what this store did was fraudulent and that an investigation would be opened. Apparently not only did they choose to use a easier shortcut method to "exchange" my device, but by doing so, they also were able to get commission because I opened a "new line", thus committing fraud. Customer service, as of a couple weeks ago, still showed in their system that the device has not been returned to the warehouse. When I asked the rude employee, during one of my many visits to the store, if there was tracking information for the shipment, he stated that he "personally witnessed the store manager ship it out". I didn't find this statement reassuring or believable in the slightest. I have now been charged for two months of device payments and line service charges for the device I no longer have possession of, and I have not received any refund of the sales tax I paid on the device. Throughout this process, I was also told that the $400 discount I had originally received on the initial Iphone 16 purchase was not applicable to the replacement phone and so I essentially lost out on that by returning the phone and getting a different one. I have no desire to visit this awful place again and no desire to spend hours and hours on the phone only to get no results. Beyond frustrated. I guess I will have to just continue making monthly payments over the next 3 years, to pay for a phone I do not own, because it doesn't seem this will ever be resolved. I do not, in any way, shape or form, recommend this Xfinity store, nor the mobile service as a whole. Buyer beware. Update: Sending me a link to text with a chatbot was not particularly helpful. Update 10/15/25 Called customer service today to try again to resolve this. They showed record of the store attempting to ship back the phone in late August (long after it was supposedly returned). They still have no record of the phone being received. Said they could not help me until the McKnight Rd. store puts a note on my account stating that the phone was returned to them and they shipped it back to the warehouse. During my last visit, the rude gentleman, Don, stated that he wasn't required to help me and that he didn't have to put a note on my account. I refuse to re-enter that physical store and I am completely at their mercy. So I guess I will continue to make the monthly device payment of $35+ dollars for a device I don't own, until someone makes this right, or until the phone is paid off. My sincere advice is that if you have to return or exchange a phone, you call customer service, have them send you a shipping envelope, and ship it yourself. I would hate for anyone else to end up in my shoes. I am so upset and there is nothing I can do and no one who is willing to help me.
• AM

  Anthony Mullen

  Sep 13, 2025
  1.0
  You can't get ahold of a person it's always a computer the service stinks
• OK

  Oleg Kruglov

  Sep 6, 2025
  5.0
  Helpful and fast solving all problems

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