XFINITY Store by Comcast

It’s possible I got lucky…
I’m with JW W. My experience was surprisingly fantastic here, and Daphny was great to work with. Let’s just say our modem finally kicked the bucket and it was time to get a new one and upgrade to the X1 system. We were in denial for a really long time, accepting our cutting out Internet and making excuses, trying to avoid the drive to Morton Grove (pretty far from our place) in order to deal with our crappy Internet and old cable system. But, sometimes decisions are made for you, and it was get a new modem or miss a work deadline, so I went with my hubby to make the exchange.
The vibe is kind of like walking into a Best Buy/​museum. Clean environment, a long table with some screens where you can test out the Xfinity options while you wait, a giant TV, comfy seating, and a number system… that makes no sense at all… but they called ours pretty quick.
To be honest I dreaded the experience, expecting long DMV lines, grumpy customers, chaos, and crappy customer service. I witnessed quite the opposite. Aside from a few interesting characters who wanted to chat it up, we waited only 15 minutes or so, and I witnessed friendly customer service at all the stations.
Daphny called our number. She was a great listener and handled each request one at a time and thoroughly. We were also able to knock off about $ 40 in the end by killing some of the services we weren’t using.
My experience was exactly what I didn’t expect, and all I could hope for. Dual modem, X1, reduction in bill.
3 out of 4 stars, because there should be more Xfinity outlets for added convenience.

Long waits for your name to be called. Employees do not have authority to help. The frustration is increased when they say they agree that a credit will be processed. They tell you how much net of the credit. The next bill has a charge in the amount of the credit.
The waits by phone are longer. There are not any manger or supervisors to refer matters to. After waitng to talk to someone for at least 50 minutes, the person you are talking to constantly puts you on hold. The credit will be billed on the next statement. Same happens with chat. Total time spent is the same except you start chatting within 5 minutes.
TV picture constantly is disrupted, recorded programs are pixalated and sound is distorted. Each time they send a repair person they tell you the problem created by the prior technician has been fixed. Each time thy charge for the mistake by the prior service person.
How do they stay in business? Oh, no competition! Time to try Hulu or Netflix.

Seems like everyone has a hard time at this place but I had a good experience! I got in line and was 1^st. The door opened at 10 and I was out of there by 10:05am. The girl who took care of me was great!

Just visited this service center today. I got Heather and she was excellent to work with. A happy face and great professional. She gave me all the necessary details, equipment and also good advice about plans.

Really, there should be negative stars. Worst customer service ever. I spent 2 hours over the phone troubleshooting a tv problem with an agent and a half hour with Comcast online chat before Comcast agreed to send a tech out. No appointment was available for two days. The tech came and resolved the tv issue after 2 hours. He left heavy wires on the lawn saying someone would pick them up in 7 – 10 days.
After the tech left, our second tv stopped getting service. Déjà vu all over again. Two hours on live chat, no resolution, another 2 days until I could get an appointment. How does Comcast stay in business? Its poor customer support will have me investigating other options.

MAKE SURE TO GET A RECEIPT FOR RETURNED EQUIPMENT. We returned everything to the store on Golf Road in Morton Grove and were told we did not need any sort of receipt or documentation at all and, sure enough, I got a bill several weeks later for about $ 270 for unreturned equipment. This has got to be the WORST COMPANY IN THIS COUNTRY. I don’t know how they can operate this way. It’s criminal.

I’ve been very happy with Comcast ever since I’ve had them. Anytime I’ve talked to customer service — on the phone, through chat or in person I can’t remember ever having any big problems. I’ve been to their other service centers on Grosse Point road in Skokie — which is now closed and on Wolf Road in Mt. Prospect I believe and to this store in Morton Grove where I’ve come in twice but neither time was to upgrade service or return equipment but both times I was serviced quickly and professionally. I’ve had my share of hiccups with Comcast but that’s okay, no one and nothing is ever perfect, what really stands out to me is how they handle these hiccups and they have worked with me many times for which I am thankful and appreciative of and which is why I will probably stay a customer for life. Price does not sway me and let’s not kid ourselves into thinking anyone else is better.
I also want to make it a point that this whole review was sparked by my interaction tonight through their customer service chat service with Kim who helped me with a few things with my account.
I have been with Comcast for 10 years.

I returned some equipment yesterday and the wait wasn’t that bad like the other times I went here to rent a new cable modem for my internet

The store layout and landscaping and uniforms are professional… yadda yadda. What is going on with the wait time to see an agent? Just like any other place that serves customers, there are good reps, could be better reps, and «how did you pass the interview??» reps. If your problem/​questions aren’t too complicated then your time is quick with the agent. I just dont understand the monitor that has names and # in line but there’s 2 sections. I don’t understand how they separate the cattle, um, I mean, the customers. And for the payment kiosk, can they keep that thing working? I wish I had the money to buy shares in this cable TV monopoly. At least their phone customers reps speak English.

All the employees are very lethargic really slow motion and really ghetto I didn’t know the bus stopped on this side of town from the south side plan on waiting when you come here

I’m the manager at an apartment building in Des Plaines and I came in to speak with someone about the atrocious cabling their technician installed. It’s a hazard and a danger to our tenants. Tobi was rude, condescending, and far from helpful. To quote her directly, «What do you want me to do about it?» I’ve attached photos of the work that was performed.
All I’d like is for someone to come out and run these lines properly.

I don’t know why many others have written such negative reviews. Some people seem to be upset about Comcast as a company or about their call center people, but said absolutely nothing in their reviews about this particular store.
I have to say that the people in this Xfinity store were wonderful. There’s a person who gives you a number when you come in. He was very helpful. Then you could watch any of a number of monitors around the store to see where you were in the queue. When you’re next they call out your name.
I had to wait about ½ hour because it was the day after Memorial Day. But I had a book, and there were several large TV’s to watch. It went by pretty quickly. And the woman who waited on me took care of my issue in about 5 minutes. Very easy and upbeat.

The location has plenty of parking, the buildout is beautiful and there are a ton of well dressed employees here. Too bad they still work for Comcast and provide horrible customer service.
I came here to replace an old DVR and was told «We’ll hook you up with all new equipment!» I didn’t unwrap the package until I got home. Not only was the ‘new’ DVR an older model than I brought in, it was filthy, scratched up and dented. I drove all the way back only to be berated by the employee and his supervisor (Toni) who advised me that ALL of Comcast’s equipment is refurbished and that if it works, I should be happy with the piece of garbage they gave me. Lovely.
We all know how trying to deal with Comcast on the phone goes, so I won’t even get into that. Comcast has a monopoly and they know it. There is no fighting them unless you are willing to switch providers or go cable free.

if you read my last post, you know i was super frustrated with them. it keeps getting worse! even after i cancelled, they sent me another bill and i had to visit them yet again! they said its ‘all taken care of, closed out now’… we will see…

Comcast are monopoly and if they know you cant get another service in your area they will treat you like dirt. No one cares. Terrible high price services, the blast says up to 54mbs max i get is 22mbs. Eveytime i call it gets fixed for a day or two then same shit. Downgrading this to lowest package then finding something else soon. Screw comcast they deserve nothing from customers.
Been waiting for 55 mins to return a cable box what in the world takes so long to return a damn equipment. Why dont they have separate line to just return things instead everyone has to wait more than hour to just return something that should take 30 seconds. Worst process I’ve seen in my life. DMV are faster than this.

Worst of the worst… Comcast is just atrocious.
I’ll break it down in one small example so you guys can understand what you’ll be dealing with.
Called 3 times and sent an email.
On the fourth time I was dealing with some rude as bish, and asked for a discount since I hadn’t been receiving the services I was promised. She asked me why I hadn’t told them about it… which I responded I had, and asked if she had any record of me contacting them. Yes, she resonded, there were 2 times I had contacted them, but she hadn’t seen a third. Ok, so what… I retorted; I am telling you presently (sic) and it’s still an issue. Well you never paid/​scheduled an appointment for a technician…
Why should I pay for a technician when this is the first month of service and I was told over the phone there were steps corporate could take to expand bandwidth?
Ok, well talk to my supervisor.
Ok…
We will give you 3 days off your bill!!!
Oh, and we’ll waive the «penalty» we’ve assessed you for not returning our router that we ADMIT YOU ASKED US NOT TO SEND back quickly enough.
I mean this is literally how low Comcast has gone… I should complain to the BBB.
If you can’t find a better deal for a yr, go ahead and use them, but be sure to quit them at 11 months in, so they don’t charge you for more use.

I have called comcast and been put on hold only to get nothing accomplished. So I went and drove to this Infinity Comcast location and WOW what a difference. You say your name and they give you a ticket and you wait, my name was called under 5 min. Then service rep explained my service and options. Thank you Luis, yes I got his name because after dealing two hours on the phone and getting nothing done he deserves a shout out. He knows his stuff and that is worth me driving to Morton Grove location.

Comcast has very bad customer service.
Store employees don’t know what the online rep say and just transfer from one department to another.
Also the equipmemt which I received dint work and had to be returned twice.
Bad I can’t switch to another service due to building restrictions

worst service ever. EVER.
We drove a long distance to simply exchange a modem. We arrive at the Mt Prospect office to find out that their system is down. 1) Aren’t they a technology company? 2) They were completely indifferent about the whole thing.
So two days later before we repeat that annoying experience I try to call to see if their ‘system’ is back up. The local 847 number is a cheap ploy to get you to their automated phone system from hell. Eventually I get a real person in FLORIDA… a little further than Mt Prospect than I expected. She was polite and utterly useless. I asked if she could determine if the system was up in Mt Prospect, she said she couldn’t and I would have to call another number.
I call the number… spend 10 mins navigating the terrible system — which by the way makes it completely impossible to reach a live person if what you want is not in their lengthy yet inadequate menu. Then, I choose a random number and get a real person who says THEY CAN“T HEAR ME. Seriously.
So the past 35 minutes of my life, which I will never get back, have been wasted with the worst customer service/​technology company in the world — except maybe T Mobile.
Conclusion, I will make that 25 min drive to the mt Prospect office and hope (for their sake more than mine) that their system is up. Then I’m calling WOW.

Unbelievably horrible customer service, I was bitched at by a csr when all I did was ask her why my name was not corrected on my most recent bill when I asked for a correction two months prior.. I don’t understand why people like that work at comcast. comcast obviously doesn’t value their customers. Never again.

— Terrible Customer Service, worst that I have ever experienced.
— Hidden and unexpected charges, especially regarding installation
— Inconsistent internet, drops out often, at least once a day.
— Connection is not nearly as fast as what I am paying for (paying for 24 mbps getting 3 – 5)
— Pathetic, Dishonest, Crooks
What more could you ask for?

went to this location in Mt prospect to return my 5 boxes. Fat white woman said to empty the box. I turned box over and emptied onto counter. After that woman was real rude to me and said for me to stop touching and sorting the items. She said I was thru and I could leave. I said can I ask some questions and she said no Because I through the boxes at her. Not one box went off the counter how could I have thrown them at her. She was real rude and she should not be dealing with people. That is part oif the reason why I cancelled my $ 240 a month service. Their people are rude and arogant.

Still getting disrupted service with digital, sound cuts out for a few seconds and picture goes pixelated, then refreshes.
When will Comcast/​Xfinity address these issues?