Xfinity Store by Comcast

Reviews

• RL

  Rhonda Longosky

  5 days ago
  3.0
  It all depends on location. Some places are great for customer service but the Lakewood location is a joke. They know nothing and they screw everything up
• JH

  John Hinkle

  Nov 12, 2025
  5.0
  Very helpful staff. We're able to answer my questions and take care of me.
• TK

  Todd K

  Oct 21, 2025
  5.0
  Store: 5 stars. Phone service: ZERO. The ONLY way to get anywhere with Xfinity is to do it in person. The folks at Tacoma's Steele St. store are AWESOME! They know what to do to help you! DON'T BOTHER CALLING! You will get nowhere. To the folks working in the store, thank you! You guys are awesome!
• MR

  Mike Rudnev

  Oct 18, 2025
  1.0
  I stopped by the Xfinity store in Tacoma and had to wait over 20 minutes just to be helped. The in-person staff were doing their best, but the overall tech support is horrible. When I try to get help online, I’m stuck dealing with a useless AI chatbot that never solves anything. Xfinity really needs to fix their customer service. Unfortunately, they’re the only option in my area besides Starlink — otherwise, I’d switch immediately.
• GG

  Gille

  Oct 5, 2025
  1.0
  Extremely Inefficient Cancellation Process – Needs Serious Review Tried to cancel my Xfinity internet service and the process was unnecessarily complicated. I first chatted with an agent online, who told me I could either wait for a call back in a week or go to a store to cancel. I chose to go in person with all my equipment ready to return. At the store, I checked in and explained I was there to cancel my service. After being acknowledged and giving my name, the front agent told me someone would be with me shortly. After waiting a few minutes, an employee informed me that a “virtual assistant” in the back was ready for me. I was brought to a computer where the employee entered my information—something that could have easily been done by the front desk or myself if the process had been explained. Then I was connected to a live rep at a call centre (see picture), but the call dropped mid-cancellation. When I asked the staff if they could complete it in-store, they said they couldn’t. I had to reconnect to another rep through the same virtual setup. Once the cancellation was finally completed, the virtual agent instructed me to get up and find an employee in the store to confirm the cancellation and hand back my modem. That step made no sense—why the system requires customers to act as the go-between between an in-store employee and a virtual agent is beyond me. To make matters worse, I received no confirmation or cancellation receipt—only a return receipt for my modem. Returning your equipment apparently doesn’t officially cancel your account, which is unreasonable and unclear. If Xfinity insists on using virtual reps, the process should be efficient: either place the virtual station at the front desk or allow customers to cancel directly online through the app. As it stands, this system wastes everyone’s time—customers and staff alike. Also worth mentioning: while I was there, an elderly man (around 80) asked to use the restroom. The staff refused, citing “corporate policy” and “safety reasons.” Watching that was disappointing and frankly disrespectful. Overall, this experience was frustrating from start to finish. Xfinity needs to review how it handles cancellations and customer interactions in stores.

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