Annoying experience with Xfinity Live Chat Agent Garry on July 7. Garry said I'd been charged $10 per month for a landline, but I never had one. He even gave me the phone number for this landline that I never knew about. I asked whether that $10 over-charge could be used to cover a technician installing the modem enabling my new monthly plan. He ignored me. He said he'd give me this tremendous bargain of a second mobile phone. I said maybe my brother in a nursing home can use it. I asked again about help installing the new modem. He said he'd transfer me to "our dedicated team." I had to go to an appointment and closing the deal was taking a long time. I said it's 7:00am, and I must get ready to leave. Garry kept talking and asking me for information, such as SSN, DOB. I said it's 7:30. He said he just needed me to confirm my approval of the new plan, and then he'd transfer me to the dedicated team. The very second that I confirmed, Garry cut me off completely. I could not get him back. He had been leading me to think a dedicated team would help me just so he could get my confirmation, at which time he no longer had use for me and he cut me off. Garry could have at least thanked me for staying on the line to the point of being late for my appointment. I was becoming so frazzled I thought momentarily about cutting him off and leaving, but I didn't want to be that rude. read more

I was helped by Desiree in the Emeryville store. Much more helpful than the guy I talked to online the day before. Desiree straightened out my order, having someone come out to install Xfinity. The online person had claimed I would have no trouble installing Xfinity myself. Desiree said installer best. She was totally right. The installer who came out had to climb on roof to do something, in addition to working with an intricate looking system in a box next to my hot water heater. Definitely not for do it yourselfers. Thank you Desiree! Installer, Luis, great too. Even explained in very clear language how to operate the remote. Went slow enough that I could write down his instructions. read more

I Don't ever leave yelp reviews unless it's either stellar service or horrible service, nothing in between. Walked in with my father today and signed in, said wait was going to be 20-30 minutes. Alright, waited and I literally watched the movie Black Panther for about an hour and 15 minutes, and they did not call our name yet. Saw people going up in front of us so we checked with the receptionist to see where our name is in the queue and he says one person ahead of us. Hmmm, how can that be when literally new people barely walking in were being called while we wait. Either let us know you forgot to put our name down or something instead of lying to our face. Waste of my damn time read more

went into this store to sign up for tv and internet services. I worked with Tre'Vonne, told this man all I wanted was tv and internet. Tell me how I ended with a home phone? I don't like sketchy sales people. So if you go in this store beware this dude and his tactics. Piss poor service at its finest!!!!! read more

Store is a 5 service and product minus 4 equals 1. Called in bla bla, but still service cuts out. So as I said before store 5 service minus 4 eqials one. read more

Just thought I would leave a review for this Xfinity store while I am waiting for service. Never come here without an appointment. Come in the door and wait for one hour for service. Then just try to find out how to book an appointment. Good luck. Just another reason to really dislike xfinity experience read more

This place sucks for customer service, it's just as long as the dmv we got here and the guy told us we would wait only 15 minutes and we waited more than one hour. At one point no one was on the floor but one person attending the customer on the side and then I went to go ask the attendee staff receiving clients where the manager was he was in the back with 3 other staff in back room while the staff attending told me three other staff went to go take there breaks. Manager name that day was Hector. Don't come here If you think it'll be quick process you will wait forever. If there was a number for me to call corporate I would complain to them because the manager did a bad job managing his employees. The only person working on the floor for that whole hour and a half was Derrick and Theo. Props to Derrick for attending us and doing his job. read more

Came into this new location and was seen in less than 5 minutes. I thought I was going to be waiting forever. The upgrade process was extremely easy and since I moved the transfer was a simple. The customer service given by Mariah Aguilar was superb. Couldn't be happier thanks for your help Mariah! read more

Came in to return a modem box. I was greeted by a nice young lady, very professional. Gave me a receipt for the return. In and out, took about 2 mins. read more

We made an appointment to drop equipment off. We were served promptly. Their space was also very nice and clean, it was a good hassle free visit read more

I'm raising my rating of Comcast to three stars! I had a billing issue that needed to be resolved in short order, so I headed down to Comcast's San Jose service center this morning. The representative at the front desk greeted me kindly and asked how she could help. I explained my relatively straightforward concern, concurrently thinking to myself, "Now she's going to direct me to the waiting area ... and I'll need to waste 15 to 30 minutes of my time before ANYONE can even begin to help me." But to my (very pleasant) surprise, she personally took ownership of my concern and resolved the matter in 2 to 3 minutes. Needless to say, I was favorably impressed with the personal service I received. This wasn't the stereotypical, indifferent service that many customers report they receive from employees at monopolies -- cable or otherwise. Right after that, I shared with her the frustration I experienced the last time I was at the service center. (Please read my previous review for details.) In response, she explained how Comcast's protocol tries to address or at least minimize frustrations like those I experienced. But in what was a totally unexpected event, she asked whether I had written a Yelp review on the same issue. I admitted that I had. Understandably I was shocked -- in a positive way, that is -- that she had actually read my review! Yes, Comcast staff had actually read my review! Kudos to her. Kudos also to the store manager, assuming he/she encourages staff to read customer feedback in a public forum as Yelp. Well, I'm still not thoroughly satisfied with the protocol, but at least I was heard. That's a promising first step. Hope springs eternal. read more

Horrible service I've tried to give them my money cause I need wifi but they shit is trash pure trash ass systems and computers, just close the whole store pls and ty read more

Have been to this store three times so far, every time getting a new person, all of them SUPER helpful and skilled. Wait time varied, 5, 15, and 0 minutes. The last rep, Luz, was especially helpful as she managed through a few acrobatic steps and with a "no problem" smile what seemed impossible at first. Thank you! I love Xfinity Mobile service - so much better than what I had (T-mobile). read more

That was seriously the best Comcast experience ever. It took approximately 3 minutes and I'm being totally honest. I brought in a broken cable box and left with anew 1. They have finally mastered the customer service piece and it is working. Thanks Comcast read more

I just opened a new account and went in to pick up the equipment. The process was very quick and efficient. The location is also very nice and clean, with a modern appeal. read more

Made an appointment today (Sat) on the same day less than two hrs on the actual appointment. Walked in and checked in early. In less than 5min got my modem returned, scanned, and a new one in my hands! First time ever that I loved Xfinity service. Their new modern store is easy on the eyes too. The new modem finally gave me fast internet, in which they gave me the wrong modem in the first place lol. What a weird company! read more

I really liked the convenience of the location (easy parking) and the friendliness of the staff. I upgraded my cable service, received new equipment, and was told that self-installation would be easy. The in-store interaction took 1 hour as the person who helped me struggled with the computer systems. At home, I invested an additional 3.5 hours: 1 on my own, 1 w chat support and 1.5 w two tiers of phone support, ultimately to need a tech to come out tmw. Both chat & phone support said the way the store staff configured the order was the root cause. As another reviewer said: Management, please pay more attention to training! read more

Worked with Desirey. Her title is Retail Sales Professional. She is a fantastic Professional! For a tech idiot like myself, she guided me through seamlessly...patient, thorough and friendly. read more

I went to return some equipment (and get a receipt for the returned equipment), that Xfinity/comcast had already authorized me to return. The clerk could not figure it out. She first called over one colleague then another. Finally, about almost 30 minutes she printed out a receipt for my returns. She never apologized for the inconvenience, never said "sorry", never said 'have a nice day" or even "goodbye". She acted like I was inconveniencing her. No wonder Xfinity/Comcast has one of the worst customer service records there is. Lack of training and/or lack of job skills and/or lack of interpersonal skills all result in an extremely negative experience for their customers. read more

Worst store ever. I did all the work before getting to the store (called in to add service on 1800 line), so I would only have to pick up box in store. This store has the most inefficient business process. Lots of people waiting and it is pretty early in day. When I asked for a box the guy said it doesn't matter that I am just here to pick up a box i still need to wait. Most people are setting up service so it takes each person about 20-30 min at desk. Looks like they spent all their time with decor and no time on a common sense business process. Stay away if you can. read more

This is one of those things I thought would be up there with going to the dentist; Going to Xfinity and changing my internet plan, and upgrading out of date 10 year old equipment. You already saw I left a 5 star review, now you will find out why! When I went in I was greeted right away by the assistant manager Joyce. SHE IS AWESOME! Within 15 minutes I had everything worked out (seemed like nothing lol) and my new equipment was in a bag ready to go. She even showed me how to use the new voice remote feature (seems like this will be useful). I like the remote does not listen all the time; you have to press a button for the microphone to turn on. Thanks Joyce and Xfinity! read more

Store was fine but their tech never came out to my apartment and installed the cable or internet. I called and they said they came by and no one was home!!! I asked when they could come back out and they said nothing was available for 2 weeks!!! Gotta be kidding me. I cancelled my order. Going to do Hulu or sling tv or something like that . read more

Great regards to Sarah at the Emeryville Xfinity store. She was helpful, knowledgeable and professional. Thank you for helping my daughter's birthday present (iphone XR) be a wonderful success. Sarah helped me port in a number for a new account (something that the representative on the phone was somehow unable to do). Five star review for sure! read more

I came in to return my cable box. The Comcast employee scanned the bar code on my box, gave me a receipt, and said I was done. I was out of the store in less than 30 seconds. Mindblowingly awesome. read more