XFINITY Store by Comcast

I have been to this location multiple times since it was built last year. I have had 5 star service every single time I have gone to Xfinity. I was in and out of there within 15 minutes both times, and waited no longer than 2 – 3 minutes to see an agent. The staff is friendly and helpful and they seem to enjoy what they are doing. SO MUCH better than the old location off of the highway. I seriously was shocked, and trust me I was expecting the worst walking into there. I am glad my perception has changed!

Comcast is the single worst corporation I’ve ever done business with (out of necessity, not by choice). For a long time, Xfinity has been the only high speed internet option in most of Nashville. I can’t say for sure that this caused their (lack of) customer service, but it certainly hasn’t inspired them to treat their customers well.
Our experience was absolutely horrid from the very beginning. First, it took 2 weeks for them to get an install tech to our apartment. Then, the install tech didn’t show up! They called and gave us a time frame for their arrival and I waited until one hour after the latest time before finally calling the customer service line to see what was up. They explained that the technician had been held up and that he’d clocked out because we were going to be his last customers and he wouldn’t have made it to us on time. I told them I didn’t mind, I just wanted my internet set up and they said: «we’re sorry sir, but he has already gone home for the day and there aren’t any other techs in your area with free schedules». WHAT?!
They then proceeded to tell me that they were terribly sorry but the next available install was a week later and there was nothing they could do to get me in sooner. WHAT?! (again)
I’m sure you can guess what happens next… ANOTHER NO SHOW. Same story… delayed tech couldn’t fit me in and no one else could help.
Finally one more week went by and we had our install (third time’s a charm). But, GUESS WHAT… we still had to pay the install fee of 50 $ (or whatever it is).
We never received a single consolation prize for playing their ridiculous game. No credits, no apologies… NOTHING.
For the sake of brevity, I’ve left out some detail, but you get the idea.
PTL That Google and ATT are finally here in town!

No one truly looks forward to going to Xfinity to do anything, but this location has great customer service. I’d drive here even though there are locations closer to where I live.
I’ve never been hassled to upgrade or keep my service. The staff is friendly and easy going.
Avoid the Metro Center location. It’s about like going to the DMV…

Worst customer experience EVER! 3 visits to the store. Faulty equipment. Fraudulent charges. Runaround. Runaround. Runaround. If you want to experience the world of Satan’s anus, go here.

Had a good initial experience when I exchanged a nonfunctional cable box. They were efficient and professional and I was in and out in ten minutes. The guy who greeted me laid out a plan to upsell me aggressively but they didn’t actually do that, which I appreciated.
When I got home I opened it and found a non-​HD box; I do have HD and the box I returned had an HDMI input. I had to go back. This time I waited 40 minutes. There was no hint of an apology for my inconvenience.
For me, this was just the usual Comcast experience, only in brick-​and-​mortar format.

Without a doubt, this is the best ISP I’ve ever worked with in regards to a customer service experience at a brick-​and-​mortar location. The staff was very friendly, they moved the line through really fast, they laughed and joked around with me… I honestly was smiling when I left, which says a lot because ISP’s generally ruin any speck of self-​esteem and hope you had before entering. If you need help with your service, give this location a shot. They’ll take care of you and will move you through really quickly.

Visiting this Comcast store, or any Comcast store, is like entering the 9^th level of hell. Comcast regularly beats out Monsanto by a nose as America’s worst company. It’s an insult to everyone whoever lived that Comcast exists and does business. Do yourself a favor, if you have any option, you can do better for cable and Internet service. If you have no option, still avoid Comcast. Go to the library and read a book, volunteer, travel… do something, just don’t give Comcast your money. This must all end. We must be free of Comcast!!!

Actually not a miserable experience! The place is comfortable and doesn’t feel like a DMV. And the people are nice and helpful!

Pleasantly surprised by my experience returning equipment here. I arrived there at 9:40 AM and there were already 3 people in line outside the door. They do not open until 10, promptly. When you walk in, they give you a number and hold your equipment for you while you take a seat. My representative (I think it was Jamal) was so polite. He came from behind the desk, shook my hand and asked how he could help. Lots of smiles, very polite. I was out in 10 minutes.
My only suggestion is to help with the lines outside, perhaps with the aisle things that the airports use when you check in. That way, people can clearly see a line as some people tried to clump by the door when it opened and some of the customers were angry and pushing. By 9:45, the line was about 10 deep and by 9:55, it was about 20 deep, so definitely get here a bit early.
PS The one in Brentwood is horrible, so you’re much better off coming here.

Just had to add to the chorus about this location: It is not what I expected. This review is only about the experience I had being physically in this location to return equipment. My experience with them through their 800 number remains a mixed bag.
Based on the info you get online from people who’ve had horrible experiences returning their boxes, I was prepared for the worst. I took pics of the serial numbers before I went in. Because I was taken aback at how nice the place looked, I forgot to take a video of me handing over my equipment to the guy taking my info. He listened to what I was there for, then assigned me a number.
I sat down on their comfy cushions; the entire room felt almost like a lounge. There were a few people ahead of me who had extended issues, so my wait time was longer than the other Unilocalers. When it was my turn, I honestly expected to be told that they just lost the equipment I had turned in and that my fees would be in the thousands of dollars. Nope. If anything, they told me that Comcast owed me a refund. Cool bonus for me was that the guy handling my cancellation was also a fellow Bay Area transplant.
I was out of there in 30 minutes, stunned but hopeful that I will get my refund within the standard «5 – 8 business weeks» timeframe.
Update: Just wanted to add that I did get my refund within 2 – 3 weeks of being in my new place.

MAN. .. Just like everyone else, I was expecting to go to a «DMV like» office and stand in line for 20 – 30 minutes only to finally get to the counter and be rudely talked down to (like the Metro Center Nashville Comcast location). Was I ever wrong.
Was greeted at the door where they took my name and gave me a spot in line. I wonder around the lobby and check out the cool sitting areas and start messing with the tablets and TV’s scattered around the place. Before I even get sat down my name is being called. I get over to Mike and he ask me what my problem was. After explaining that my box went out, he simply grabbed another one, took my old one, had me sign a receipt (I didn’t have to pay anything though), and I was on my way! Total time in the store; maybe 7 – 10 minutes!
Totally TOTALLY unexpected. SUPER impressed with the new Melrose Xfinity location.
Now don’t get me wrong. .. Comcast are the BIGGEST price gougers on the face of the planet, and I still despise corporate’s guts. .. but at least that 1 location actually has their crap together and you don’t feel like killing any employee while you’re there trying to pay your SKY HIGH bill or returning equipment etc.
And yes, I still hope the Metro Center (North Nashville) location burns to the ground. Love all the guys & gals at the Melrose location. –CM

Incredibly responsive and helpful customer service. My sales rep Jasmine was super positive and quickly helped me through a process that previously took hours online and on the phone. Highly recommend stopping in for all comcast/​xfinity needs.

I have nothing nice to say about Comcast or their customer service… ever! However, this store and its employees blew me away with their extreme level of courtesy, helpfulness & speediness. After 4 online chat sessions and 3 phone calls totaling in over 5 hours of wasted time I’ll never get back, the last thing I wanted to do was go spend a sunny afternoon at a Comcast Service Center. My expectations were low to almost non existent, and I was positive I would spend the rest of my day wasting away in their lobby. To my surprise, I was greeted (and warmly I might add) as soon as I walked in. The man checked me in and listened to my issue. Within three minutes I was at the help desk. The technician shook my hand, replaced my hardware and fixed the issue I was having in less than 10 minutes. I never thought the day would come where I could actually say I was happy with Comcast’s service… but that day has arrived. The company as a whole needs to sit down, shut up, and take notes from whomever is running the show at this location. BECAUSE THEY ARE DOING IT RiGHT!!!

If I could give this 0 stars, I would. I hate comcast more than I hate anything else on the planet. To start off, they wrongfully took $ 100 out of my account, and after trying to get that payment back for months, they not only haven’t refunded me, but also tacked on another $ 200 for fees that don’t apply to me. I’ve been into the store and called multiple times, and no one in the store is able to help. To top it all off, after I came into the store and cried my eyes out from of frustration, the man who was assisting me STARTED HITTING ON ME! How much more unprofessional can you get? If you have ANY other option for Internet, do not get your service from comcast. I’ve lost years off my life from the stress of this ordeal.

I’m the last person to compliment a Comcast service — I was at this location to return my cable box and modem, because I was so tired of the price hikes and rental fee. But this location was great — very large, clean store with many available representatives. You check in with someone at the door that takes your name and puts you on the waiting list. There are plenty of places to sit while you wait. I came in on a Monday evening, 5:35, and was out the door by 5:45. Was very impressed.