XFINITY Store

I’m not sure what’s going on at this store. There were 7 people waiting for service. I see 4 or 5 employees working here but only 1 is actually helping a customer. My husband and I came in and was immediately greeted by a gentlemen who asked for the reason of our visit. I advised him we were here to pick up a cable box after speaking to customer service. He took down my name and was asked to have a seat and wait to be called.
We sat and waited and waited to be called and about 30 minutes later we got to the front of the line. I wished there was a separate line for folks who are here to pick up or drop off and be off on their way. I did not find customer service to be rude but more unfriendly. They don’t seem to smile at all. I think they are good at their job but do they like/​love their job?
Customer service or smile training is in order.

I went into this Comcast center after being on a chat session with an authorized comcast sales agent for 20 minutes. After painfully slow answers and a lot of questions that I felt they should have already known, I went into this center to see if they could help me. I was helped within 5 minutes of arriving and was out the door with the new modem I needed and upgraded service within less than 10 minutes. I had great service from this center.

Rude, unapologetic, and horrible customer service.
When I setup my comcast service, I explicitly opted out of modem rental. And there was no modem rental fee on the first bill. After the first bill, I setup automatic and paperless payments, and ever since then, they have been incorrectly charging me modem rental fees.
After spending several hours with their Customer Service chat, I was able to get the rental fees credited and my account canceled. But then they charged me for not returning modem equipment.
So I ended up at this horrible customer service center. The rep was rude from the beginning and used a condescending tone throughout. He finally took off the modem equipment charge. And when I probed about the rental fee credit because the numbers did not add up, he went on a rant about how I was lucky to get back what I did. And that I should be happy with what I got. Leaving aside the fact that they had been incorrectly stealing my money to begin with.
I plan on taking this matter up with the Better Business Bureau and I really hope someone explains to comcast how to deal with customers.

Rude sales associates. I went in to the Comcast location, and was met with a snap turn of the head (must have heard that door open), and the associate said «What can I do for you?» with a scrunched up face and irritated tone in her voice. I said that I needed to return the cable box and she took it saying «…we will note your account.» Since I was looking for a receipt (for SOME kind of proof that I had dropped the unit off), I asked for one, and she said «have a seat it will take a few minutes…[err um] we don’t LOOK busy, but we are, um, backed up.» One of the 5 assiciates that were just standing there looking at us, took charge and within about 20 seconds somehow had this elusive receipt for me, hand delivered. While I do appreciate the second associate’s good service, I give them a 1-​star based on my years of experience with this company. This last experience with them only solidified my feeling that I made a good decision in dropping cable. Actually, it was overdue.

Just don’t use theirs services. Save your time! Theirs support is the worst. Theirs billing service is even worse!

Went in to seek better price after getting increase in monthly charge. Woman told me they would roll back the increase but not back date it She insisted they really don’t have to do
anything. I suggested they do to be competitive. She went off on a bit about it’s a business &
they don’t have to do anything. Had to go to office manager to confirm the reduction was
going to happen. I tried to be business like but their pitch is quite confrontational. Quite unfriendly.

Nationally, Comcast is frequently named as the worst customer service of all US companies, or close. However, I’m not rating the national company, I’m rating this location.
My wife and I have hosted an Oscars party enough times that it’s fair to call it an annual tradition. Other than that, we don’t watch conventional television; we stream Netflix, Amazon Prime, Youtube, etc. So far, there doesn’t seem to be a reliable way to watch the Oscars broadcast through streaming, so part of our annual tradition is research about the cheapest way to get television on that one day, a trip to the local Comcast office to sign up and pick up equipment (because Comcast has beat Fios and satellite each time we’ve checked prices, and we’re in a dead zone for over-​the-​air signals), and after the party a trip back to the Comcast office to cancel service and return equipment.
This year, we went to sign up on a weekday during the day. The four customer service agents on duty today outnumbered the customers (one besides us, I think), and my wife was already being served before I found a parking space. We went through the usual application process (shorter this year than in the past because we were past customers) quickly. The only complicated problem was making it clear that we wanted the most basic of basic HD plans, because the only channel we cared about was the local affiliate of the network that’s broadcasting the Oscars.
I know from news reports that Comcast people are trained to push more expensive services than people ask for, but once we made it clear that we were just setting up service for the party the people working today were polite enough to acknowledge that their up-​sell training wouldn’t accomplish anything.
We got our packet of gear (a much smaller cable box than in past years, plus some connectors and things) and a tote bag to haul it out safely, and we headed for the door. We even got some friendly goodbyes from the other sales people on our way out.
Today’s service deserves a five-​star rating, but some of our previous years’ visits have taken longer, because we haven’t always had a chance to go in on a weekday during the day. (And even if this location’s service were always admirable, it just seems wrong to give five stars to Comcast.)

One of the guys who worked at the store is shockingly rude and insulting. Have no idea why they would hire such people in custom service in the first place.

I’m shopping for new services and walk in because their corporate website is useless for telling me what I can get at my home until after I pay.
This store is worse than corporate. Huge lines, all sales literature on Surface pro — which are all occupied and no staff help. I walk out now completely scared of any contract with these guys

Worst company EVER! Ridiculous rates that go up without warning, totally unhelpful customer service.

Everyone knows Comcast has the WORST customer service. I went in the store hoping it would be better than the phone experience but it was about the same. The guys were nice, except for one short know-​it-​all who didn’t listen to my question and continually spoke over me driving me to the point of threatening to cancel my service right there. Only perk over going here opposed to calling Comcast is that you wait your 40 minutes standing instead of siting on the phone.

Such bad service. I always end up with missing or bad equipment and it takes me multiple rounds to get it all working. Better service than century link but definitely not something I would avoid if I can.

Nice store mostly helpful staff was helped quickly mostly happy with the service but not returning to this location due to being insulted by an employee named Johnny there I don’t know why Comcast hires these people

Comcast has the worst customer service and service in general. Their system was built back in the stone age and they charge too much for crappy internet. I called to cancel my service since Condo internet is cheaper, faster, and better. The guy I talked to said that I only owed $ 17 (prorated since I was cancelling only a few days into the new month) which i paid right after talking to him. Then I checked my online account a couple of weeks later and it said I still owed $ 70. I called customer service again and they said that the online account is not updated and it takes a month for their system to update. Another week later, I received an email reminding me that I still owed the $ 70 and it’s due in a few days. Went to the Comcast store and this guy named Gary said their billing department is separate and he can’t change what it says online and said he can guarantee that I didn’t owe anything. I asked for a receipt or some hard copy of this statement and said he can’t print that. Or he’s not allowed to print it. He showed me his computer screen and I asked for a screen shot (some sort of proof that I’ve paid in full) but of course he can’t give me that proof either and he won’t let me take a picture of the screen with my account balance of zero. So what’s my proof that I didn’t owe anything? Nothing. It’s my word against his at this point. Again, he said the billing department is separate. Comcast urgh! So happy I never have to deal with them anymore

I feel bad even calling customer service because they don’t make great money and people yell at them all day and it’s always made me cringe when people that are rude to customer service.
Therefore, I need you to really hear me when I tell you that Comcast is a whole other level of pure unadulterated evil and to choose another provider if you truly love yourself. Every employee that me and my husband have spoken with just pulled random numbers out of their asses for package prices– nothing was consistent. We cut a deal with Verizon that was supposed to give us a better price with Comcast for internet. When we called the number that Verizon gave us the prices were suddenly ridiculously high and we ended up getting a better price without the supposed «deal.» A customer service representative named Shawn convinced us to drive an hour and 30 minutes to verify my identity at a Comcast Xfinity store when the employees there told us that it was completely pointless. We bought the internet package with 50mbps –105mbps. The internet is now hooked up and our internet speed is 6.12mbps. Based on the reviews we knew the internet would be pretty bad but I can’t watch anything or conduct business at 6.12mbps. We called customer service to fix it and they hung up on us. Me and my husband are so stressed over these idiots that I’m sitting here nauseous and at wits end hoping I can save another lost soul from entering this living hell and help them to learn to love themselves instead of choosing Comcast. I paid $ 49.99 to be Comcast’s bitch and I’m to the point where I don’t even care if I’m their bitch. I’ll be their bitch– I just want the internet that I paid for because we have a business to run and Comcast is ruining our lives. I’d go to Centurylink because these are the only two we can choose from but they wont even pick up the damn phone. It’s just pure anarchy out here and God is dead. I don’t know what else to say.

I went to this store yesterday to replace my old box for the new X1. The people in the store were great, super friendly and assisted me in minutes. I am super happy specially with the gentleman that assisted me at the counter. Thank you!

This place is much worse than a government office in terms of long wait times. EXTREMELY crowded, not enough staff. This is unacceptable for what we pay. As for the staff themselves, they are friendly and helpful once you see them, but comcast needs to hire more help.

Abominable service. Came in to pick up equipment and get started, the kid said, well, we have this set up as an install. I said, right and now I’d like to hook it up myself. He refused to give me the equipment, went on and on about how he wasn’t «allowed» to give it to me. The sales person (another hustler on the phone) said I was free to do either one. Then the kid in Redmond added that, in addition you have another problem, the previous owner hadn’t closed her account. I said well, that’s between you and her, that’s not my problem. (This was a home sale, not a rental fwiw). He said, Actually it is your problem because we need that payment … I cut him off and said, forget it, close it, cancel everything. He was obviously an idiot with no clue how to do his job. Got home, called back to the «office,» started over. Went to another location, long drive, long wait but got what I needed, all the equipment, lots of help, no questions. Fire that kid in Redmond!!!

I used to have such respect for Comcast, now it is at an all time low. Why they lease equipment to the customer that is dirt cheap on amazon is a travesty. They are cheating you. Every time you pay them a bill it is going to pay lobbyists to do all US customers a disservice trying to get the FCC to lean their way, ie traitorship ie equivalent of Isis. The only content provider that benefits from Comcast is ESPN. The rest are all going the way of Netflix and streaming. Goodbye Comcast. Make this happen sooner rather than later and ditch this lousy company.

Dropped by on Sunday just before they opened at noon. There was already a line 7 deep at the door. There was someone at the door to greet each person and to direct them to the correct area of the store.

Dishonest and sly are the only words to describe their service!
I went to the Redmond store and I ordered bundle service of TV cables and the Internet. The agent said that the Basic package’s price was $ 59.9. The Digital preferred was $ 99.99. Since I didn’t have a cable box, so the agent said he could rent me one and charged until the day I returned it. The price was $ 10/​month. But I returned the cable box after a week and they still charged me $ 10!
The worse thing was that when I went to the store to ask for upgrades of TV channels to Digital preferred, the agent «Adrian» said that he could gave me a promotion price at $ 85.8, while the original price was $ 99.99. I was happy so I ordered the upgrades. But when I called the service number to confirm the fee, the agent said my monthly fee was 146.99! I was surprised and I said it was unacceptable! Then the agent transferred me to another senior agent, which kept me waiting for like 30 minutes on the phone. The female agent tried to persuade me to add home phone service said she could give me a discount for triple service. I said I didn’t need a home phone, and she said then she could only offer $ 104.99 for bundles.
So I went to the store for the third time, I found this «Adrian» and asked him to check my monthly fee. And he told me $ 85.8 was ONLY for TV cables. The Internet fee was not included. So the monthly fee would be $ 146 or so. I was angry because he tried to cheat me that 85.8 was a bundle service. I said that is unreasonable, so he changed his speech craft and said that he could give me a discount which was $ 55 for the TVs and and $ 55 for the Internet. I said the other agent «Lu» said bundle service cost $ 99.99. So he changed again saying he could give me that price too. I was speechless and disappointed so I canceled both services!
Unbelievable!

Got in and out on a Saturday morning. Easy! Very nice location. Looked like it would be the beginning of a long day for the people there but had a great experience and was literally in and out in minutes with new cable boxes. Home install was easy too.

Yes, it’s difficult to like Comcast, but the representatives here are way better than any other Comcast Service Centers (I’d avoid the Factoria location at all costs). Our cashier was Tas and he was fantastic. Attentive and a smooth transaction. Really can’t complain! The next time I need to go to a service center, this is my go to location!
However, on weekends, this area can get crowded. Just make sure you check in at the front, and they’ll call you up when your number is called. They’re pretty quick as I was number six in line and in under 15 minutes I was called up. So much quicker than what you’d normally expect at a Comcast Service Center.

I sure wish zero stars was an option!
Goodbye forever Comcast & Xfinity! I AM SAYING NO TO TERRIBLE CUSTOMER SERVICE!
Just a PSA to say I’ve HAD it with the ridiculous prices and RUDE service offered by Comcast/​xfinity. I’m sorry, but I simply believe that should NOT be my highest priced utility bill!
I went to the Redmond Xfinity store yesterday, to trade in my 10 year old equipment which they happily continued to charge me for as «their best dvr & cable box» and negotiate a new service plan.
I wanted to reduce the cost and my needs have changed so I said we could remove the phone and DVR, I only needed internet and tv. Shockingly, the new proposal was to be even HIGHER and completely disregarded the offer I held in my hand! When I asked how that was possible the employee rudely asked (in a «come on cheap-​skate» type tone) «well how much do you think tv should cost miss?» I said certainly not $ 200 a month! He did his best eye roll and became even more condescending and loud. At this point, in a state of shock, I asked to see a manager. The counter guy is now yelling at me– YELLING! Again, I was truly shocked! Unfortunately, it got worse still as the manager used the same obnoxious tone! He did not bother to ask me what the problem was, in fact he actually told me «you need to be quiet and let me talk to my employee»; which actually meant allow him to criticize, verbally abuse, continue to speak rudely (and loudly), and in a condescending manner about me in the main store area!!) during their «discussion» they re-​configured the proposed services and it was even HIGHER again! It is obvious they have turned into the used car salesman type of business, they’ll take as much from you as they can convince you to pay! I for one am SICK of it. I’m switching to Centurylink & Dish; it will cost ½ as much and I won’t be abused regularly.
See below for other terrible things that they’ve done to me in the past– THIS IS A TERRIBLE company that doesn’t care because they have most of the market share… I have always had difficulties with them, and believe it or not, complaints about service or sudden changes in my bill have resulted in the following acts of retaliation:
* they have changed my home phone number without warning
*turned off service completely
*changed services completely
* changed bill amount, sometimes mysteriously $ 100 more (and unless you happen to notice the debit your SOL since they don’t send paper bills automatically.

They have a monopoly and know it. Like other reviews I had billing issues and with 3 hours wasted on the phone I was hoping for a face to face resolution. We will see when next bill comes. Have to wait to see if I have the managers blessing for a credit for the over charges. Please FIOS come to my area!

Only if I could give Negative stars!
The worst customer service EVER!
We had to call 3 times in a week to get out TV service sort out.
When we moved, the internet didn’t work. We were on the phone with the tech support for 3 hours and it still didn’t work!
Called customer service to schedule a technician, and they asked me to verify my account with last 4 digit do my social security#. Hello! My account with my address on it! And me asking to schedule someone to my house address on the account. It was so ridiculously stupid and time wasted.

Would give less then 1 star if possible… Comcast security is a joke — quotes one price verbally and even told that price on multiple occasions — wasn’t what I was charge. Then it took hrs to explain what’s bill included/​covered —- i wanted out and plan on canceling all services ASAP — I have been with ADT in a previous location and they were professional and didn’t misrepresent their prices /​billing! Go ADT avoid comcast home security

OK, yes, it’s near impossible to even «like» Comcast as a company. To «put up» with them is more accurate and still asking a lot. We all hate them. They rip us off but for cable/​internet, we don’t have many options. So as corporate America goes, the customer typically gets exploited. But if you interact with individuals that can’t control their company’s policies and are just getting paid to do a job, you detach the employee from the corporation, you realize they’re people just like us. Stop calling in, talking to reps who are across-​country, and don’t give a spit about you. Stop getting frustrated to the point of strangulation before going in to speaking to a person who has no idea of your situation. Don’t go in there, already pissed off. If you give a person a chance to help you and provide a positive experience. You might be surprised.
So for the record,
Comcast phone reps: 0 stars
Comcast chat reps: 1 star on a good day
WITH THAT SAID, the guys at the new «Xfinity» Redmond location are as good as I’ve ever dealt with. And I’ve been «activate”-ing new Comcast accounts every 6-​months for about 8 years now.
Randy and Zach are very friendly, very helpful and just actually genuine (shocking I know). I’ve worked in sales. I know the biz. I can read that disingenuous «Howw can I help youuuu» from a mile away. Believe me. These guys will be straight up with you. Just talk to them. They won’t automatically hook you up with the New customer promo, every time, but all you have to do is simply ASK what the new customer promo is IF you put your bill in a spouse’s/roommates name, they are more than happy to help you get a better deal, but it is a business, they can’t just willingly make everyone’s bill 50 bucks! There are too many lazy idiots out there that will automatically pay a $ 200 bill every month and never think twice about going in to try and lower it. In the free market, the price is what people are willing to pay. What incentive does comcast have to lower every single person’s bill who doesn’t hesitate — paying a higher one?
Really?
Stop calling. Stop doing online chats. Go in and talk to these people in person and they will get you want you want (or do their best to try). And isn’t that all we want. A sales rep to genuinely try help you?
I went in at 6:50 (they close @7) and felt real bad, because I ALWAYS hated that person that did that — come in the last minute and make everyone stay later. These guys had every reason to rush through, get me out of the door or just act uninterested until I left on my own accord.
To the contrary, not only did I not walk out until 7:30. Zach and Randy were joking around with me the entire time and made no impression whatsoever that I was unwelcome or needed to leave. Zach was even joking around, sarcastically quoting the fictitious cable company from that SouthPark episode! (If you haven’t seen it, it was intended only to insult pompous cable companies like Comcast and make them look downright evil) but Zach was embracing it and just making light of it:
«Ohhh, you have to pay for ALL the channels not just the ones you liiiike. That’s too bad; we’re the only ones in townnn…»
He knows what we all think of cable companies. He’s a guy getting paid to do a job and trying to make the best of it. We all just do what we can to make the best of what we got. And I know if you HAVE to deal with comcast, might as well make the best of it and talk to these real people and let them do what they can to give you what you want.
5-​star company? HELL no.
But these people deserve much more than 1 star.
Thanks Redmond team