Not a bad experience. I arrived 15 min before closing…read more I was addressed within 2 min of being there. When the young woman with the long dark hair was done with one customer they called me. It took no more than 7 min to be in and out. There were other people in the store as well. The only thing that I would change is I would have them have a check in counter and a display screen or something to account for the customers that walk in and have them taken care of in order. It would be a nightmare on a busy day to decipher who came first if someone isn't paying attention. Other than that. No issues.

Well 2 weeks ago I had a appointment to come to my house. Then yesterday someone came out to check…read moreinternet never did but got my Paramount Plus working after paying 2 weeks of not working. My tv is still pausing and stopping so back tomorrow. I feel sorry for manger because he is going to earn his pay this is BS Fred Crumrine

Went in there and was expecting a long wait. I was quickly helped by an agent named Jason. Jason…read moreanswered my questions and provided me info on my current equipment. I just want to thank him for the customer service he provided. More internal and external employees could learn from him!

NOT A LEGITIMATE XFINITY STORE. However, they will completely neglect to tell you this. I went in…read moreto transfer service and delete another service... the same service that they were glad to sell me a couple months prior and assured me would be easy to stop once I permanently relocated and no longer needed. Again what they will not tell you is that they are THIRD PARTY SALESMEN, NOT LEGITIMATE XFINITY EMPLOYEES. This is why they do not know anything. The manager here, a very young and rude guy maybe 5 feet tall, who identified himself as Juan H***nandez, tried to tell me that if I wanted to accomplish the transfer I'd have to start a new service at a different price which would be higher than what I was paying. I told him I've been a customer for at least 10+ years and when I started this additional service a couple months ago, the price rate came with a 5 year price guarantee. I started asking why he couldn't honor it, why he is telling me I have to pay a higher price, and why if he is a manager he can't override it since it was guaranteed at this exact store. What did he do? Told me since I am refusing their service, I can either leave the store or he would consider me trespassing and he would call the cops on me. But what did not once do? Relay that he is NOT A LEGITIMATE XFINITY MANAGER, ONLY A THIRD PARTY SALESMAN, and cannot actually do anything that was promised at the time of sale. So instead of being honest about what type of store it is, he resorted to telling me I need to leave or he'd consider me a trespasser. He also left me unable to return the equipment I brought with me and still stuck paying for 2 service accounts that I did not need. When I told people what happened, I was given a different number for customer service to get through to corporate to escalate. Their number got me through to Xfinity and it was only then that I LEARNED FROM XFINITY CORPORATE THAT THIS HERNDON STORE IS NOT A LEGITIMATE STORE. The Xfinity rep apologized profusely for what this store did and how they handled everything. The rep was able to handle the service transfer and cancellation of the 2nd account and told me to go to an actual corporate store to return my equipment , not this THIRD PARTY RETAILER. I went to corporate store on Shaw avenue and not only were they professional and courteous, they actually knew what they were doing. I have already escalated to corporate about this third party store and the manager here. Also, THIS STORE IS NOT EVEN LISTED ON THE BBB. I have since requested to add them and have also reported their service practices and unprofessional behavior. This Herndon third party store is honestly only staffed with practicing salesman who have no idea what they are doing and have no idea how to deal with customers. Walk in to this store at any given time and you will find customers who are incredibly unhappy with the workers here.

They broke my personal modem so they gave me one saying it would be free and I would never be…read morecharged. Then they proceeded to charge me $15/month until I gave it back. While waiting in the xfinity store to get it fixed, there were two other people who were given "free" hardware then charged for it. The in store representative told us it was my fault and I was supposed to have returns it. However it was free because they broke my one. They refused to refund the money even after returning their modem.

The employees are so nice but management can't do anything ... completely powerless and couldn't…read morecare less. Tks for nothing, Brett.

Jessie was our home tech. He was here during our last call also! Both times Jessie has been able to…read morefigure out what the issue is and has been able to fix it resolving the issue! Jessie is extremely thorough, customer and company oriented and is a very professional and timely individual! Jessie gave us the tech number of #3959 for his identifier number within the company! 10/10 on customer service today!

Made a appointment Tuesday hours 2-4pm. At 3:47 get a call my tech will be late do I want to wait I…read moresaid no. I left he should up at 4:27 my girlfriend answered she said I was not waiting. He could of gone in she is over 18 by 60 years. I just think he wanted to go home it is BS Fred Crumrine

I have been to this location three times in recent weeks to change my subscription, get new…read moreequipment and return old equipment. Each time I was met with little to no wait and friendly, professional service. Louie and Bruno were both exceptionally helpful.

I went to activate my phone as a new customer and one staff name Ismael walked to help me. He was…read morerude and incompetent. He said he can not help me unless I upgrade my phone. The most unprofessional person I've ever encountered. Eventually Antonio came to my help. I'm not going back there!

I walked in there to change my service from cricket, and the owner Tony got me in and out in 15…read moreminutes. Not only that but he even got me a free phone. Best service I could ask for.

With this bad of phone customer service how is this company still in business. This has been the…read moreworst customer service I have had to deal with. First you deal with a robo answer that does not give you option you need only to be transferred and no resolution. I an still on hold over 50 minutes and still no resolution nor anyone that can help me. Just how I wanted to spend my lunch today! (sarcasm)

They sold me Internet service. WiFi did not work. They said they'd send a tech for free. It took…read moretwo months, when he did show, he charged me for the service anyway. I disputed the charge with Xfinity, they did not physically have a way nor method to refund the error. They instead "credited" my account so that over two months I would fully be credited. Highly recommend DO NOT ENROLL IN AUTO-PAY, this gives them license to make errors, charge you anyway then keep your money until you use it up in credits.

Horrible. Don't get me wrong the staff has been somewhat helpful but the fact that i PERSONALLY…read morewent to the store to make sure my bill was $60 LIKE MULTIPLE EMPLOYEES TOLD ME IT WOULD BE!!! I keep getting charged and extra 10 damn dollars!!! Not much but when it's not something you signed up for YOURE GETTING ROBBED! Truly distasteful!

I have to give credit, where credit is due. 1st off, I was with AT&T Wireless for almost 27 years…read more I love and trusted my AT&T service, however, their current rates drove me to search for another, more affordable, trustworthy provider. I have XFinity home WiFi and absolutely love it. Their promotions for mobile service and equipment have always been attractive to me, as well as XFinity Mobile is powered by the Verizon network. So, I finally did it & moved to XFinity mobile today (2 lines of service). Little bit of a misunderstand regarding the costs of service and equipment at the store today due to new promos rolling out today, however, we were able to sort it out. Excellent customer service today! Overall, my new cell service and iPhones are great and the price is fantastic! Recommendation: *Check, then recheck their 'current running promotions and offers' on their website before going to the store to be sure. *Sign into the XFinity website when you get home, and double check the sale and agreement; it's e-mailed to you right away. Downside: *Getting in touch with a live XFinity customer service agent at (888) 799-3747 can be challenging & a bit frustrating. *The online chat feature is functional, but driven by A.I., but will connect you to a live chat agent when requested.