I chose 1 star because there is no zero star. Short version: Xfinity is billing me for a service call that I did not request. The representative that I chatted with said that the best she could offer was a $30 credit. I have chosen to change providers because of the poor service from the scheduling department. I don't object to paying for things that I request. However, I did not request a service call. I only requested installation, which took several calls to arrange. Speaking with a live human being who has the ability to correct the incorrect billings appears to be an impossibility. Xfinity obviously doesn't value me as a customer even though I've been a client for a very long time. I strongly suggest that you do business with another provider. read more

I've been on the phone trying to make an appointment for 6 days. They are so unorganized that 3 appointments were not met because they didn't show them on their schedule. I'll see if they show Monday. I haven't had TV service for 6 days. Their price is ridiculous. My son in law has the same service and his bill is $100 less he lives 1/4 mile from us I can't wait for another service to be available. read more

Worst customer service ever! After spending over 3 hours on the phone with customer service, I was sent wrong equipment and needed to return it to avoid being charged for it. This is not a simple process. The wait to return equipment is over 40 minutes. What a waste of time. The business model is atrocious and their service is non-existent. The CPUC needs to regulate them as a utility and local government need to stop special contracts and open the market. Not to mention getting rid of the "fees" for supporting other businesses- it's absolutely ridiculous! read more

Once you pick up your equipment that is the best customer service you will ever get. After that they do NOT care about good service ever again, and will lie to you if you are trying to get something fixed. We will keep our internet because it's pretty good, but phone and cable are done. The sad part is there is no GOOD competition so they know they don't have to improve. read more

I would give NEGATIVE stars to this location if I could. The worker who tended to us spoke in a very demeaning, negative tone, and didn't even want to consider us when we asked about needing to restore a cable line that COMCAST's own technicians couldn't fix. I've gotten better customer service at the DMV than here. Get your internet somewhere else, please. read more

I have been a Comcast/Xfinity customer for over 30 years. Last month my Xfinity bill increased from $215/month to $255/month after my most recent two-year agreement expired. A 440 increase with less services--I now have to pay for Peacock in order to watch my soccer! I visited the Xfinity San Ramon office to see if they could explain why the increase but the representative that I interacted with was totally disinterested in trying to help me and had very little knowledge about the Xfinity system. I walked out after ten minutes. I then went to the Xfinity Concord office where I have has excellent service in he past (Max, where are you?). I asked to speak with a representative who had some experience with the Xfinity pricing structure. The lady I dealt with told me she could reduce the $40 increase by $10 if I paid from my checking account but that was the best she could do. She suggested I call the Loyalty Department to see what they can do! She may have been knowledgeable about the Xfinity pricing structure but her overall attitude and demeanor was appalling. Don't these people understand they are in a service industry? I'm now looking to take my business to some place that cares about customer service. read more

terrible customer service. I called to see why my service was lagging and they told me everything was fine on there end that I should reboot my device , so I did and it still sucks. I called back and I told them if your service isn't working that godd in my area then I would like to cancel. the person said go head and hung up on me. tomorrow I will be calling another internet provider read more

Excellent customer service from Miguel at the Xfinity store in 2001 Diamond BlvdSuite 150 Concord, CA 94520 US Went in for an Internet Gateway Upgrade, I Had a great experience and I was helped right away , Miguel has also helped me on past occasions , He is an Excellent Representative of Xfinity read more

Wish I could leave less than one star. In person visit, customer service representative was rude and disrespectful. Called and after taking an hour to get thru finally got ahold of real person. Really hate this company!!!! read more

What a FRUSTRATION!!! What is wrong with cable/pone companies?? I am unable to get help from a live human being. Trying to close out an account for an elderly relative who does not have an online account or computer for that matter. Is there no customer service anymore? Just spent 15 minutes trying to solve problem with Chat service.. failed! If you ever think that you'll need human help with your account then Xfinity is not for you. I guess I'll need to go to the store in person and wait for help there. NO telephone agents with Xfinity!. I'm not blaming the store employees, this is a failure with the Xfinity company. read more

The employees strolling around like they have all day while the waiting room is packed. Just trying to drop off equipment, not build a rocket. read more

Sucks I liked the guy I was working with, he was good with responding to my concerns but I finally cancelled my internet and phone and was told all I have to do is return it to the store and change my phone plan and things would be cancelled. I even took it 1 step further and called in and I made sure everything was cancelled with their customer service. Sure enough I was charged the following month for both my phone and internet even though they were both cancelled and I changed my info on the Xfinity site! This is absolutely ridiculous! Do not use their services!! They will rob you and hope you turn a blind eye! These guys will burn in hell read more

Returned equipment, wasted 25 mins in store waiting for personnel to give receipt for returned equipment! Store management should establish 1 employee for return equipment only to expedite people vs putting in Que and forcing wasted time for customer! Total downer and mismanagement of personnel at the expense of every client whom enters their stores, just saying, not a good business practice, not common sense event!! read more

I had a really bad experience on that store today 01/09/24 10 am. I bought a POD from that store on 12/09/23. Per the receipt I had 30 days to return. On 01/08/24 I called Comcast Xfinity Customer service asking If I had to return it on 01/08/24 or if I could still return on 01/09/24. The response was that the due date would be 01/09/24 because the 30 days actually counts from 12/09/23 to 01/09/24 regardless December has 31 days. On 01/09/24 I was at the store being the 3rd in the line. I gave the POD to the attendance that after opening my account went to talk to the manager. Few minutes after he came back saying that I had 31 days not 30 since I bought the POD, therefore it couldn't be returned. I explained I had called Xfinity customer service the day before getting a confirmation of what I had wrote above. In response he said "No I am not returning it has 31 days". I still emphasized I have already talked with Comcast about it, information that again was discard by him. Then I requested to talk with the manager, the same one he left to talk before. The manager came with a poorly attitude looking to me the way I feel he was trying to made me an idiot. Actually he made me an Idiot. Again I explained everything I said above and he continued repeating that was 31 days window and he couldn't do anything because the system will reject the returning. Well...if that was absolutely true, why the first attendant left to talk with the manager first time. OK, I came back home and called Xfinity Customer Service AGAIN. AGAIN, the Customer Service said that "IF MY RECEIPT SHOWED I BOUGHT THE POD IN 12/09/23 I WAS ABLE TO BE RETURN TILL 01/09/24" and WROTE this statement to my Account. I don't know why this Xfinity Store's Manager from CONCORD did what he did, told me what he told me, but I feel I am sure that wasn't a mistake. YOU don't have too many Xfinity stores around to go if you need one, but IF you go to that one, please TAKE CARE. It happened to me on Tuesday 01/09/2024. read more

I've subscribed to their 1200Mbs service for about a year. Over that time it has never delivered anywhere near the "up to" speed. More like 350Mbs and the jitter (latency deviation) is all over the place. Yea we the last few months it disconnected at night when the most people were active. They should be ashamed to call this anywhere near Gigabyte. It's like saying I'll pay you a salary up to $100k but my team is five people and my overall budget is $80k. They know they can't reliably deliver the speed they charge you for but they don't mind advertising that they can. Where I come from we call that deception. I'm at the end of a block and the speed is shared among everyone there. The tech said the block had 1700Mbs allocated among five homes. The math doesn't add up. Get anything else if you want reliability. read more

Todd was amazing! He was able to set up my moms new account, lower my bill, switch us over to xfinity mobile and switch my mom over to xfinity mobile, all with a calm, reassuring attitude. We are so grateful for his time and I highly recommend asking specifically for him..... he is incredibly knowledgeable and excellent at his job! Ask for him! read more

I went here to return a modem that I already had replaced ...now I have to return the modem inefficiently sent to me....no worries! I go to the store.....this was the WORST! customer service I have ever experienced! The WORST customer service ever....it was like being in jail....I'm talking to CUSTOMERS! about their experience and it's the same....next thing I know....I have Cameron Allison hawking over my shoulder in a very intimidating way.....blah...blah...blah..... I told him I have a constitutional right to speak.....I'm working on canceling Comcast and recommend you do not go to the Concord store....it's an awful experience....good luck!.....Cameron Allison is opposite of customer service.....just shut the store down.....it's a negative....good luck..... read more

Came in to pay my phone bill. Since there website was down and could not update my card online... and the fact that a manger helped me and instead of letting me know I can call the 800 number to get help instead of sitting in there waiting 40 min makes me wonder what their training process is cause he suck's. Instead a customer told me I can just do it on the phone. Store is useless read more

I hate that you always have to wait for service here. No matter the time or day of the week. I recently cancelled service and just trying to drop off equipment. Let's hurry up, I have my wife waiting in the car with a fussy baby. Sheesh! read more

Consistently bad service, hung up on me because I didn't agree that two brand new modems I bought weren't the problem. They mentioned they wouldn't help because I didn't rent it from them. read more

I am sitting in this place just waiting to return their equipment. I seem to be getting the dealership treatment as employees seem to not care at all and are talking among themselves. There are 7 or 8 agents and only 10 customers, yet I've been waiting for 15 minutes and so far they called only 2 people. Poor customer service from a bad company. read more

Make an appointment!!! You go to the head of the line. Otherwise 39 minutes if you go in 11am/noon. Totally get why people go in person, online chat reps lie about the offers they give- forever price.... Uh, I read the plan info, says 12 months. Hopefully they don't lie in person. Bring your xfinity app or have the account info to speed things along. Yup, it's complicated, not really? read more

Dailen J. helped me out and even got me better rates at a cheaper price. He was amazing! You should ask for DJ when you go in. I was only returning a cable box and I came out saving money and an upgrade on my internet. You the real MVP DJ! read more

They were very pleasant. We were in and out. Very professional. Highly recommend. Needed a new modem.

Infinity in general sucks! Not even deserving of a one star. Issues with my bill and when I call the 800 # it hangs up on me multiple times. Then I try chat and no agents available. Updates my contract however amount still the same. HORRIBLE and wish the absolute worse thing happens to this company! Hate them!!! read more

Usual Xfinity s:-tshow. Trying to return a simple TV connection box, massive queue at 11 am. Taking 30+ minutes for a simple swap out to lower ridiculous cost of Comcrap. If there ever was a shining example of the evils of monopolies, this mess is the poster child. Can't wait for wi-fi cell 5g to eat their lunch. read more

The guy who was helping me with the appointment store did not do his job in the store. when I called and finally get someone to help me to set up the tv and Internet service at home. The person asked me if the device had no information and he asked me where did get it. I told him I got it from the Xfinity with my appointment at Concord Varanda shopping center. I won't recommend it. read more

Very. Rude trying to cancel the internet and tv service but instead they were very rude, the manager and staff very useless and rude, terrible service and company read more

They are rude. Reps. Act very rude like u owe them something. Manager at this store ( Cristian). Awful customer service. Will not be going back to this store. Thinking of changing to astound broad band because of this experience. Been a customer for over 13 yrs. read more

This is the worst customer service of any business I have ever had the displeasure of dealing with. They have shut down my service without prior notification 3 times in the past 6 months. When I call to find out what is going on, half the reps are not even aware they are doing maintenance, then they claim they notified me. That did not happen. One time they shut down the entire building (I am in a condo) for 2 entire days because of an incompetent sub contractor. It was as if they let all the clowns out of their trucks. They sent 3 or 4 trucks and no one was aware the entire building had an issue. When I called about renewing my contract, their sales person told me they had started to slow my internet do I would call in and they could sell me a new contract. Nothing about this company is honest or competent. Not one single thing I asked for the contact info for the Franchise Board and they said they did not have to give me that info. They should read their own bills. read more

Didn't realize appointments would be a week or so out after I got my promotional offer as a new customer. Went in and was told a 15 min wait, took closer to an hour even tho i was just picking up a modem that I already paid for and just needed to show id.. it took a min but I had to wait extremely long with nowhere to sit, no water, no bathrooms... just a bad store system. read more

I was sent to the concord location by an agent on there costumer service line because their business hours say 7pm. i drove 45 min i traffic then got there at 6:02 at which time a employee said they were closed I knocked again to try and get the manager who actually did come to the door but would only speak through the crack. he explained it dousnt matter what the website hours say or what time their phone agents think the hours are that's why they are on the door and tough luck. He was extremely condescending and unprofessional. this experience bothered me so much I will be disconnecting my xfinity service. at the very least they should fix the closing time on their website read more

Worst cable Internet service ever, was constantly getting dropped for no reason. I was in the middle of Silicon Valley, downtown Menlo Park, not some rural area, so there was no reason for it to be cutting out like this. Once it went down for four days during the pandemic, I was working from home so I couldn't get any work done or use the Internet for *four days*. I tried their "customer service" number, it was just a pre-recorded message that played and then hung up on you, there was literally no way to get a human because they hung up the phone. I switched to T-Mobile Home Internet and am much happier, never had a problem with them. It is slightly slower, but I am so happy to never have to deal with this horrible, horrible company ever again that I don't even care. read more

I went to the Xfinity store in Concord, 2001 Diamond Blve. We were laughing and joking and when I asked for help they ignore me and said we do not have enough time to do my problem. I have always had a bad experience with them, especially with OMAR, JHON, and Terrence Walker. read more

Yorian (my apologies if I have misspelled that) was super helpful and easy to work with! In and out in about 10 minutes with all of my needs met. read more

I don't understand when you walk into comcast with a problem, you express the issue, and a representative says it's fixed and you go home and it's not. I like Comcast's/ Xfinity as a product but it's thee worst customer service. If I remember the female rep that helped me I would put it here. read more

If I could put less stars I would! the worse part is that we're stuck to a 24 month plan. This is a dishonest company . it doesnot live up to what it promises, we changed cell phone carriers bc they offered this bogus $200 Visa cards to each of us, they told us that they we would receive them through the mail / here we are 5 months later ; I just spoke with a flippant customer rep named Oscar who spoke to me like HE WAS DOING ME A FAVOR! That there was a " ticket " made and that he would contact me - that's a joke bc he said the same thing 3 weeks ago. the worse is that the manger told us that he guaranteed that we would receIve the cards in 3 days My wife and I are canceling our internet subcriprion. If you want to pay more for crappy service ....Stick w / InIfinity.We are stuck w this bs company. read more

They were happy to give me all the equipment, but now that I have converted from AT&T and DIRECTV, this is some of the worst customer service I have ever received. I'm actually going back. And I thought they were horrible so that's how bad Xfinity is. If you were thinking of converting, I would suggest do not. But to each their own. read more

My husband & I got so lucky to have Brian help us with adding a new phone to our account. We were in and out of there under and hour. I can remember being in Sprint multiple times for 4+ hours getting a new phone. Brian was very friendly, knowledgeable and was helping someone on the phone as well as helping us! It was quite impressive multitasking. He gave us his card and said if we have any issues to ask for him directly, it felt like he really cared & took pride in his job and I feel this isn't something you see very often anymore, especially nowadays. This Xfinity location is very lucky to have him, Thank you Brian!! read more

Purchased an internet and cable plan online for the first time, and was sent a text that my order had been confirmed and would be ready for pickup soon. A few days later, was sent a text to pick up my TV Box from this location. When I arrived to pickup my order I was told that they were out of TX Boxes. Huh?? I thought my order was on hold? Does that mean they gave away my TV Box to someone else? Or that they're given out on a first come first serve basis? Whatever the reason, this was a massive waste of time. I would've given them only 1 star, but at the very least they offered to ship my TV Box to my address free of charge. read more