Carlos was great and very helpful. He went above and beyond and I would give him 5 stars separately. I think it would be a good thing for the manager to analyze what percentage of customers come into the store and for what reasons. Every time I have come by I have been greeted begrudgingly and then had a 20+ min wait while 4-5 workers stand there or chat amongst themselves. Apparently they are only trained to do certain things--however there are far too few sales people and far too many stocking/inventory/return/troubleshooting at one time. Carlos helped so much when everyone else was unwilling to. read more

Extremely Disappointing Experience - Avoid Xfinity Mobile Xfinity's service has been nothing short of a nightmare. In February, they sent me a phone that didn't even work out of the box. After multiple failed troubleshooting attempts with the contact center, I was told to go to the store. I made an appointment, showed up on time, and was ignored for over an hour. When someone finally bothered to acknowledge me, the representative was completely unhelpful and sent me right back to the contact center. Eventually, the contact center agreed to send me a new phone and asked that I return the defective one to the store. I did exactly that--only to be told at the store that they can't process the return and to go back to the contact center again. I've now spent over 4 hours on the phone going in circles with no resolution. The customer service is abysmal, the store staff is rude and indifferent, and the overall experience has been a complete waste of time. Xfinity clearly does not value their customers. Proceed with caution. read more

This company is the worst company on the planet. Horrible service and equally horrible customer service. They billed me for non returned equipment and the equipment was already in the apartment. Total scam! I did not end of paying but after having to call in multiple times and waste my time. 1 star is the lowest option otherwise would be zero read more

10/10 would not recommend Comcast to anyone, nor would I recommend they deal with the employees of this location who clearly hate their job. I cannot begin to describe the countless issues I've had with Comcast over the years, so all I can say is I am THRILLED that I just moved to a place that requires me to have AT&T. read more

Fraudulent MLB charge on my account...36 hrs of phone calls and xfinity assistance resulted in absolutely NO help...8 different countries. 5 different languages, 15 promises of call backs....Reported to the Attorney Generals office 30 days ago...Still no response from XfinityThey are a monopoly in This country and unfortunitly people will have to suffer soon...Roughly 200 employees in my area that may not show up for work next week....Let that sink in.... read more

Hate to do this, but the service was so bad here, I cancelled my accounts the next day. I'm always willing to pay extra for high quality service, and this is the opposite. I scheduled an appointment and was made to look dumb because what I came in for "I could've just done online". The welcome desk employee not only kept multiple people waiting, but then was extremely rude when he finally showed up. Just terrible overall experience and it's not the first time, just the final straw. read more

they have no clue about customer servic! brand new agent need to take shower first because he smell aweful! and then take courses in customer service read more

I have Xfinity and my internet hasn't worked for more than a few hours per day in over a week now. Customer service is horrible. I'll be switching providers ASAP and wouldn't recommend Xfinity to anyone. read more

Wayne at the Xfinity store cool springs on baker's bridge is the man! fantastic customer service delivered by Wayne. the store was clean & all merch pegs stocked. Wayne greeted me at the entry & set proper expectations for my wait tim. then when my name came up, Wayne knocked the ball out of the park providing excellent customer service to resolve my issues. thanks Wayne! read more

Had an appointment, waited 15 minutes for someone to help me. Ended up standing at the front counter giving my information in front of 10 other waiting customers, not happy about the level of care my account received. Why have me make an appointment to stand at a counter, never got assisted with the other items I came in for. read more

11 am on 3/20/2023. Standing in front of store. 9 people waiting outside. Doors locked. Sign says opening at 10. UPS driver sines to door, waved a delivery, and he's directed to their back door for delivery. I guess they want their stores to manifest the same customer support they show when calling their support center. P.S. sure hope they enjoyed their party while we were waiting. read more

I went to get a new phone for Christmas and Cameron was great! He was very friendly and answered every question I asked. Great service and a great experience read more

One of the worst companies I've ever engaged with! We were trying to add more channels to our plan and nobody could help fulfill that. Horrible customer service! And the Wi-Fi is trash! read more

Exceptionally long wait times in store. Over priced poor service as well. Service was so bad, I called Tech support. No help at all. Tried chatting with an agent online - such a poor connection, we were disconnected. I go into the physical store, and they tell me "we're a retail location. We can't help you troubleshoot your devices." - (I purchased top grade routers and modems. The issue is your service.) Service, customer support, and attitude could all use an overhaul. Would not recommend. Edit* Still waiting, but is humorous how the employees randomly shout the next persons name in the que. Here's a tip fella's. Come over the waiting area and politely ask for the next person instead of randomly shouting "JENNIFER!!!" read more

Xfinity Store by Comcast - Still. Waiting. - Internet Service Providers Near Me - Franklin, Tennessee

Went to the Bakers Bridge location in Franklin, TN. Not sure why all the negative reviews, maybe my timing was good. Idk. Super fast, Sam was super friendly and made for a great first impression to Xfinity. Hopefully our internet connectivity and service w/xfinity will be just as wonderful. Thx Sam! read more

Slowest service of any business I've ever dealt with. It doesn't even feel like they're trying. Actually, it feels like they are trying to drive me insane. We got constant excuses, and have had to call or visit the store multiple times trying to get service established. We are trying to sign up to pay them money every month, and they don't seem to care in the least about making a new customer happy. Maddening. read more

It's so unfortunate that we have to rely on a few big businesses for the services that we need. Customer service will always be subpar until there is more competition and accountability within these companies. I was on the phone this morning with xfinity for over an hour before being told that I need to go in to the store. When I arrived I was told it would be a 30 to 45 minute wait. This while I watched two reps walk around, move boxes, talk, wipe off their table and laptops, and type on their computer. read more

Run...do not walk...run to another provider. Service is absolutely horrific. Worst part, they are using Covid-19 for an excuse for horrific hold times. Stop the commercials on how well prepared you are...hour and a half wait times are a sign you are in way over your heads. Suggestion- Direct TV read more

The people here seem pretty helpful, but the reason I hate coming here is that there is ALWAYS a VERY long wait. I don't know if they're understaffed, or the staff is just really slow about getting things done; or if there's just too many people who come here, but whatever the reason, nomatter what time you come here, make sure you've got an hour to waste waiting around even if it's just a small thing you need. It does feel like the staff are a little TOO relaxed here. I understand that this is the south and things aren't as much of a hustle as in California where im from, but DAMN these workers take forever with each customer. Like standing there and chatting for a full hour with the old people. I understand they're being nice but MOVE IT ALONG. read more

Every time I have come to this store they have wasted my time. This time in particular, me and my girlfriend came in just to come pick up our wifi router but were completely ignored. We were there for 30 minutes before being even spoken to. 2 separate parties that came in after us were helped first. They did not even say hello to us. I have yet to ever have a good experience coming to this store, and I recommend you don't deal with xfinity if you can avoid it. read more

Got absolutely SCAMMED by this place. What a NIGHTMARE it has been to deal with this place for 2 years. I will go without wifi the rest of my life before I use xfinity again. read more

Alright, the first time I came in the service was mediocre. I like being greeted with a certain level of gladness (maybe that's just me) well the workers weren't so much on top of their game. I waited a seemingly long time just to pickup a preordered box. No personality. Limited interaction. Then the next time I came in to drop my old box off the ladies were lovely. Kind. Quick. Knowledgeable. The lady I had to sit down with in order for her to help me was a light. Dang I wish I remembered her name. How rude of me. Anyway. She earned a gold star read more

absolutely worst service provider ever. my WiFi isn't working so I scheduled a tech to come out... they never showed up. I went into the office and they told me I can schedule another one but it's $100. I managed to get another one scheduled and didn't have to pay the $100 but they DIDNT SHOW UP AGAIN. I work from home and rely on WiFi. how do you no show a customer TWICE!?!?! read more

For anyone moving to middle TN do not, DO NOT get anything Xfinity. Don't get cable, internet or any devices. Service is horrible and incompetent. They don't care and ate by no means a profession run business. It just amazes me in this time of technology Xfinity is allowed to exist. If I was Czar of internets and cable I would make them disband. These guys SUCK! read more

Honest to god they have to be worst ran company of all time. Their customer service is the TERRIBLE, DO NOT USE THIS POS OF A SERVICE. You can't even call the customer service line to get a real human on the phone you just get a robot that hangs up on you no matter what you do. read more

They helped and got all my services running. I when the tech support couldn't even do It. They were able to get it done.

My first visit was a pleasant one despite the wait, however, multiple return visits to fix a problem had become irritating and ineffective. After 2 months of having a new line run to my home, the line is still laying in the grass waiting to be buried. Multiple "ER TICKETS" have been written and the "bury date" set. Each time nothing happens and the ticket is closed out. For a "communications company" they have some if the worst communication. The ONLY phone number you can call is the 1-800 # where you get a new person each time who seems confused. It's sad that we have a come to a time where people don't know how to get things done unless a computer tells them what to do. read more

Absolute worst ever . In a nutshell, I moved apartments , thinking that this would be an easy transition. I went into the store once, spoke with someone who assured me that they would have my new address in the system,and would call me in two days. Never heard from him. So a week later I go in again. They showed NOTHING in the system about this whole thing. Then I have set up a new plan with another associate. I spoke with the manager also. , I take off work , and the tech who arrived to hook up everything two weeks later shows up and dosnt have the correct parts ... we spoke directly with the manager about these parts! Comcast is so frustrating on every level. Every. Single. Time. If I weren't our only option we would get another provider . read more

My service goes out EVERY TIME IT RAINS! Now there's an outage that can't be fixed until 10-12pm! Every time a cloud comes up it goes out or messes up. About done! read more

Horrible customer service at the Baker's Bridge Road Store I had called Comcast previously about a cable box not functioning properly. I was told I would have to take the box into a store and swap it out. Needless to say its taken me a couple months before I was motivated to go into the store - I really feel uneasy with going into the Bakers Bridge Comcast store due to the horrible customer service. on 04/27/19, at 1535 CT i checked my box in at the Bakers Bridge Comcast (Xfinity) store with "Felicia". I asked how long the wait is and she said someone would be with me "shortly". I clearly explained, my son has a game and I need to know if there will be a long wait. Felicia proceeded to state in a nonchalantly monotone voice, "they will be with you shortly." As a customer, i felt her body language and tone demonstrated she was annoyed by my question. I then sat down and waited approximately 27 minutes when Ahmed walked up to a woman behind us that separated the two sitting areas and he stated "Leslie". Ahmed's voice is soft, so I did not think he was calling out "Leslie", but rather that customer's name was Leslie as well. Ahmed went back to the counter and stated "Denise" and the women he was talking to when he stated "Leslie" walked up. I waited a bit and then went up front to ask Felicia how customers are called. Is there an order and she stated there is a list the reps use to call the next customer up. I stated, I think that man may have called me and passed me over... Felicia proceeded to state, "well you should have responded and gone up to the counter." I attempted to explain, it was not that he called out my name, but rather he stated "Leslie" to another woman. Felicia again stated "You should have gone up to the counter." No I'm sorry, let me find out where you are on the list. Or let me check with him to make sure this did not happen. Felecia presented as extremely argumentative and disinterested. Note - Ahmed never called out the name but was rather speaking to another customer. Had he called out my name, I would have responded. At 1608 CT, I was called up to the counter by another young woman who was working to the left of Ahmed. At this point Ahmed was alone and I asked him, did you call my name, "Leslie" and he stated, I don't know. I asked why he said "Leslie" and he stated if I "heard him, I should have gone up to him". I explained, I could not see you, I heard you speaking to the woman behind me (behind the TV) and I did not know that her name was not Leslie., but then when you said "Denise", I knew I had been passed over. This was extremely upsetting to me as I was to drop of a box and pick up another box. My son has a game and i made this clear. Now I have three employees all telling me that it was MY FAULT that Ahmed passed me over - The woman working with me interjected with statement, Ahmed asserted this to me again and Felicia. I never heard, I'm sorry or let me help you get the box so you can get going - Nothing!! Just excuses. When I asked for Ahmed's name, he proudly spelled his name for me, which led me to believe, he knows there are no consequences for delivering horrible service, as this is the status quo. I received a similar response from Felecia, minus the spelling of her, name she proudly announced her name so I could write it down. Its disappointing how Comcast or the new Xfinity possesses the value of zero acknowledgment for customer service. I question the leadership of this company and local store. I've never been a fan of the store. Is it really difficult to find good help....? or rather Xfinity just does not care about customer service. Whatever percentage I pay for customer service, I would like this refunded to me on a monthly basis because I am being cheated. I expect an apology and compensation for my time and reimbursement for price I pay for customer service. read more

Really poor customer service. I had to schedule a future date for equipment delivery which was 11 days out. Of course the equipment didn't get delivered when I called they didn't even have it scheduled I had to come down to the store which I had to make an appointment for but when I got in nobody was even following an appointment schedule. Made Appt and still had to wait 30 min. read more

My rating is based solely on my interactions with three men over the last 5 days. All of them were polite, positive and helpful. I have put off going in for years because of prior awful experiences. They have at least changed my opinion of individual employees. read more

I called to sign up for service a few days ago and got the plan that fit our budget and our needs. We only wanted a mid-level internet deal with one year or less contract. The previous tenant in our apartment never canceled service, so we were being blocked from starting our new service. Customer support called me and said we could simply take our lease agreement to the nearest Comcast/xfinity store location and they would force the old tenant's service to stop and start our new internet-only service. They couldn't do it over the phone, he said, we could only go to our nearest physical location to get our service started. So... I asked my wife to go to the store since I was at work. She told the rep she needed internet and that's all. She didn't want anything else. Instead of getting our already-agreed-upon-service started, the store rep pushed and pushed until he had us signed up for internet (good), phone (we don't need because we have cell phones), and cable television (we don't have a TV in our new apartment yet). Oh, and we got 3 years of Netflix because he slipped us into a 2 year contract. We probably won't even live in their service area that long! He told half-truths and aggressively sold a package that was confusing for us to understand and padded his pockets with commissions. I'm going to have to waste another hour or two undoing the mess he created. He also had the audacity to tell me it wasn't him that did it (when I later called to find out what was going on). He said he never signed her up. But he DID leave his phone number and email address if we had questions on an advertisement for their cell phone service...how did he think I got his personal cell phone number? It was because he gave it to us! So, despite our best efforts, we still don't have Internet. We have a bag full of useless junk they "gave" us for signing up for extra services we can't use. Thanks, Comcast! Changing your name to Xfinity hasn't made your company better. The customer service rep on the phone actually wanted to help. I feel the store only wanted commissions. I don't think the store wanted what was best for us, just what was best for the store. read more

I had a very pleasant experience at the store this morning. Social distancing was being taken seriously. I waited for about 10 minutes until someone was able to help me. Jazzie was wonderful today!! Great customer service! She helped me look into my options for lower my bill. She asked great questions to ensure that my service was meeting my needs and expectations. She was able to find me a lower deal and gave me all the information that was needed. read more

Absolutely horrible! Every time I make a change, turn in an extra box anything, everything gets screwed up. The girl that helped me today (5/17/19) took forever, I was concerned that there was a problem, sure enough I got home and she has disabled one of my boxes on my tv at home. Seriously, how hard can this be???????? Comcast/Xfinity, please hire some competent people in store and on the phone. The worst part is that you can't actually call the store to speak to the person. There cell phone service is bad as well, dropped calls several times per day, its awful if you run a business with your phone. Sorry, can not recommend them until they improve. read more

Internet service has been down more this week than it has in the past month. We receive no notification when service will be down, and it's down for at least four hours. I work from home and this is very disruptive! Credit should be given to our accounts when this much downtime happens. Customers should also receive emails or text messages of the outages so we can prepare prior. Once again I work from home, and this is very disruptive! read more

Worst xfinity store i've ever been to. Closes 15 minutes early and locks the door so you can't get in. Lazy workers. To be fair it is comcast so you can't expect much read more

Finally cut the cord with Comcast, one of the worst customer service companies in the US (google it). Went to this store on Bakers Bridge in Franklin a couple months ago to inquire about the latest X1 equipment, and when I asked if the remote for the cable box would work if the box was inside a closed cabinet, the guy started laughing at me and was making fun of the fact that I didn't know the difference between infrared remote and radio frequency remote. It would be the equivalent of you asking me the difference about endoscopic versus microscopic versus open lumbar microdiscectomy spine surgery (which is what I do) and I made fun of you for not knowing the difference. Really classy Comcast/Xfinity!!! Now that AT&T has fiber optic gigabyte internet in Franklin, xfinity is out, and I'm saving over $100 a month by adding on a streaming service for TV (I chose Playstation vue, but Hulu live and Direct TV now are also good). Cut the cord, and you will be extremely happy. read more

Great experience with the folks at the Cool Springs Xfinity store this morning. Friendly, fast and COVID-Compliant.

Beware of xfinity/Comcast. Before you purchase or upgrade, please read this. I have been a loyal Comcast customer ever since Comcast has been in business. (Although I have had to endure the worst customer service from any company I have done business with). Well, I received a letter about 2 weeks ago in the mail from Comcast that states I am now going to have to pay an extra $29.85 per month for my digital converters. What? I just signed a new 3 year contract in February. We agreed verbally to the price back in February and they even sent me a written confirmation of the new contract pricing. All was good...at least I thought it was. When I called Comcast billing about why the extra charge, they said it was a billing mistake and I will have to begin paying the new price. I argued that 2 different people gave me this pricing and I have this in writing and they need to honor their own contract. After 40 minutes on the phone I got nowhere! What he finally came up with was that they gave me the converters for free for one month under a "promotion". Well no one told me that because I have had the same digital converters for the last 2 years as part of my package. I told them to go back and listen to the recordings. There was no additional equipment charges or promotions discussed. The agent basically told me I can either pay it or leave Comcast (They would be gracious enough to waive the early termination fee.) WOW! What a bait and switch tactic. Agree to the terms then after a month, raise your price by almost 20% by claiming you made a billing mistake. I asked to speak to a manager. Well they stated that a manager was not available at this time. They will call back within one hour. 2 weeks read more