I like Xfinity. The customer service is terrific and technical support is great at problem solving. They are very good to the customers if they have a problem all they have to do is talk to the nice customer service people. They are ready to lend support anytime. read more

This rating is not for the Independence location staff, but for XFINITY as a whole, because I cannot enter the rating with XFINITY Customer Service. Therefore, since this location represents XFINITY, and once service is established at this location, the revenue goes to XFINITY, I believe this rating is applicable...... Customer Service is Not Effective. --- As a long time customer, I have been with COMCAST/XFINITY from back in the time when we used a manually operated slide selector to select the channels; I believe this was 1987 and there were obviously not as many channels to select back then. -- As a long time customer, my observations and experiences reveal that XFINITY provides the bare minimum of customer support to their existing customers while focusing all efforts on securing new customers. -- I understand that times do change with respect to technologies, but customer support should never decline as result of improved technologies and company growth. -- History shows, that existing customers experience long wait times and are limited to communicating through AI Assistants that are non effective, provide generic or canned responses at best, and rarely connect the existing customer to a live agent. -- XFINITY may offer all the "bells and whistles" but with non effective customer service, these are just money wasted; XFINITY seems to have abandoned the basic principles of customer service in exchange for numbers/revenue. read more

The worst customer service. My husband went to get more equipment and was told the store was closing early and they could not help him. He was there at 4:00pm on Friday. read more

I'm furious at this company. My bill for internet jumped from 85 a month to 131 a month. I've been trying to talk to a live person and end up being disconnected, or the person says they're checking on rates and never gets back on the phone. Same thing with chat. The agent disconnected me and when I try to talking to another agent I type in my entire issue, and again they say they'll check into it and 30 minutes later no response. This company is purposely over charging people and not allowing them to talk to a live person. There needs to be a class action lawsuit slapped on Xfinity. So if I don't pay my 131 dollar overcharged bill then they disconnect you. I'm furious! I've done you a service Xfinity by paying my bills on time and now you're going to try and rip me off. read more

It took them two trips to get installed. I have a wire exposed from one side of house to the other, tech said it would be buried in three days it's been 3 weeks and have not heard from anyone. I asked at the time of sign up to make sure auto payment came out a certain day sales person assured me that would happen, it did not! I have constantly had internet connection issues. When I call for customer service I have to go through a long list of automated questions! I'm not impressed w this service, better make sure u do your homework before signing up! read more

Prepare to wait at least 30 minutes or a lot of the time more. I've been to this store at-least 5 times and every time it's a very long wait and very crowded. But once I've been helped the employees are helpful. read more

People are nice but incompetent. My husband and I went in to set up home internet, phone and as a separate transaction transferring my cell over from Sprint. Two separate billing accounts as well. Somehow in all this only my husband's name got put on the account. So I'm not allowed to do ANYTHING WITH MY PHONE. We've been told multiple times in store, oh we'll get you added. Nope. I went in today to upgrade and waited over half an hr to be told sorry, you're not authorized on YOUR PHONE. Absolutely absurd and not the way to do business. read more

#1 had a hard time finding a phone # . #2 once I did it was completely automated. Couldn't talk to a human. All I needed was to have my bill sent to me as I haven't received it yet. I guess they don' want their money. read more

Unlesss you like being ripped off I'd suggest avoiding XFinity. I started using Xfinity for internet and cable TV in 2011 and for the high monthly fee I paid I all those years I have been awarded an early termination fee from Xfinity. So nice to be awarded as a loyal customer to be fined by the company when you move somewhere they don't offer services. Of course I called the company to see if there was a way not to be ripped off and was told by the representative I was forced to pay the rip Off rate. Don't ever do business with this con artist company! read more

I guess they want your experience in store to be as miserable and horrible as your experience when you call their foreign call centers. I went in there in the middle of the afternoon on a weekday simply to return an old modem. Just a standard equipment drop off. I am told there's no one ahead of me so there isn't a long expected wait time. I just had to wait for a customer ahead of me to be finished and I was next. Sounds good! I see a customer finish their interaction with a rep, shake hands, the customer leaves. The rep looks like they are doing after work on their computer, which is understandable. Then they get up and go to the back room. Then I see this happen like three or four more times over the span of about 20 minutes. Yes, about 20 minutes. A 20 minute wait to drop off equipment when I was told nobody else was in front of me. After this time, there are no employees left on the floor, just the girl greeting customers as they come in and telling them to wait. And by this time somebody had come in after me and was told there was one person (ME!) ahead of him. He was patiently waiting. Me? Not so much. I was incensed. How could all those employees saunter off to the back of the store to take their breaks at the same time? I finally asked, "How much longer is it going to be." She tells me I am next in line. "But everybody who was waiting on customers left. Don't you stagger your breaks here?" After that, I see the customer waiting ahead of me wake up and look around the place and he realizes I am right. She doesn't respond to that. She just says, "Are you just returning equipment?" "Yes." "I can take care of that." Lady, you could have taken care of that the moment I walked through your doors by asking why I was there. And you still didn't answer the questions on why all your customer service reps take their breaks at the same time literally leaving nobody to wait on customers for God knows how long. What a horribly run place. Was there even a manager there that day?? My experience that day made me feel all the better about my decision to cut cable TV from my life. Other five star review I see complain that people only point out when something goes wrong. WRONG. Every time I've gone here it's been a wait but it wasn't always like this. Since they remodeled this store, the lay out, and how they handle the customer flow, it has gone downhill. This isn't just a "one time thing" with them. Glad others got service so quickly. I guess the key is don't go there when all the employees leave for their breaks. Trying to figure that one out is making the customer jump through hoops. No employer should allow all their employees go on break if their job is to service the public. read more

I went in with a completely dead/broken iPhone and switched from T-Mobile to Xfinity Mobile. I got right in and employee Casey helped me greatly letting me use the phone to call who I needed to to get all the information I needed to port my number and helped me find exactly what I needed to get all set up. He was patient with both my rambunctious children and even stayed after closing to make sure everything was all up and running. Fantastic customer service and all around pleasant experience! read more

Purchased this plan one year ago. Agreed to automatic payments. Suddenly raised the monthly price by 25% with out Notification. If other internet providers are available to you take it. read more

I am at visiting the Xfinity store In person today after three failed attempts of trying to cancel my service on the phone with them and each time I have been disconnected! I am over it and their incompetency! I am tired of them stating that I am locked in to a given price for certain amount of time and then they just change it without any notice! I am also getting charged for a mobile phone that I have never established Service with them! I would never recommend them read more

Really should get zero stars. Got a new set top box yesterday and went to return the old today. Got up and left after 40 minutes. Could have been a 30 second transaction. Employees standing around doing nothing, others taking 20-30 minutes on a simple sale. Obviously they pay by the hour with no incentives to work quickly or efficiently. Terrible experience with a snarky Merry Christmas as I was leaving. This place needs a manager. If someone has the title they aren't doing the job. It was like the old Lily Tomlin routine about the phone company. read more

Dropped by yesterday for some information on switching to Xfinity cable and mobile. They were pretty busy, so we set up an appointment time to come back in an hour. We worked with Derek, who was AWESOME!! Super knowledgeable about everything and incredibly helpful. We had tons of questions and he was patient and thorough. We were there for quite a while, but the whole experience was positive and painless. GOODBYE AT&T/DIRECTV!!!! read more

This place is terrible as it gets. There is not been one time that I have walked into this place but they haven't told me it's going to be an hour wait. And of course all the people that work there are in bad moods because they're busy all day. So glad I moved to an area where they have spectrum. A simple thing of trying to return their crappy equipment turned into wasting my time driving down there. Crappy and expensive read more

Sometimes people only go online to point out when something has gone wrong. Last weekend I was desperate to have better picture quality as my main cable box was several years old. Took the box to the store on a Saturday. Was in and out in 10 minutes. And, found out everything on the DVR, my upcoming future recordings and preferences would automatically loaded onto new box. Don't know how it could have gone better. read more

Andy at tbe Independence store was super helpful, nice, and got me in and out of the store super quick.. Love great customer service,

Have had horrible service since around May 2020. And I've been waiting to swap out a defective modem for nearly an hour now, even with an appointment. Looking for alternatives. It's obvious from watching that only people in here to buy new services get good service and attention. If you have a service issue, you can kick rocks. read more

FROM LOOKING AT OTHER REVIEWS, IT APPEARS IN THE LAST 6 YEARS THIS STORE HAS NOT MADE AND CHANGES TO BETTER CUSTOMER SERVICE. I went to this Xfinity store location to simply return a Modem I did not wish to pay rental on. At entering the store, there was a staff member standing there with a little tablet. I stated I just needed to return a modem. HE quickly told me it would be a 2 hour wait. He quickly and rudely commenced to tell me that there was 12 people ahead of me , like you have to wait your turn, and then stated I could take it to UPS and have it shipped back. MY point with local return was to return and stop rental fee before they billed me for it and took it out of my account. After sitting there for about 20 minutes it was easy to see why there was such a wait list. I saw 5 employees. At least 2 and sometimes more, were standing and doing nothing for 5 or more minutes. They would text the next customer in the list and then just stand and wait on them to respond. Sometimes this would be over 5 to 10 minutes where they just stood visiting. One person was always standing with his little computer at the front door, whether anyone was there or not. These people have no ideal what good efficent customer service is. If they did, there would be one service for simply those returning equiptment. Something that would take 5 minutes or less which could be done instead of just standing doing nothing while waiting on that customer to respond that they text. Those returns should not have to wait behind people that actually need customer service assistance like starting service or changing service. These employees at this location really don't have a clue. They get very defensive and even rude when you mention that it is poor customer service to make someone Simply returning a piece of equiptment and nothing else, not even replacement or change in anything to wait behind customers needing more complicated service. One list for customers with returns only that could be processed easily by those employees standing and doing nothing while waiting on someone to respond to the text. Comcast itself states it could take up to 45 days for returned equiptment to show on your account. Just another way to collect rediculously hight rental fees. OVER $190 per year for a modem that's over 6 years old. read more

I have never had a good experience with Comcast. Their service is less than you would expect for internet. I also believe they have shady business practices and over charge and have hidden fees. Or make up fees as they go. If you can, avoid Comcast Xfinity at all costs! read more

Tried to return cable box. Two employees in whole place. Tons of people waiting. What should have taken 30 seconds has been 35 minutes. Ridiculous system!!!!! They need a better way. Tempted to just put a sticky note with my name on the box and walk out but, I'M SURE they would then charge me. read more

Bad service... been waiting 3 days for help whit internet and still waiting. It's almost time to pay my first month bill and haven't been able to used any of the "service" they provide. DO NOT GET INTO CONTACTS WHIT THIS COMPANY. read more

Oof! Not off to a great start, Comcast. I set up our new account online. It was indicated that I should receive an email letting me know when equipment was ready to be picked up. When that email didn't arrive within 24 hours, I tried calling the Independence, MO store, but was routed to Comcast's main answering service. I explained that I was trying to find out if I could go pick up my equipment yet and the rep, Alana, told me I could just "stop in" anytime as long as I had a valid ID. So I did. And was told because I didn't have an appointment it would be at LEAST a 40 minute wait. The rep here at the store told me they recommend not setting up service online but coming in to do so. Then why is that an option? This has taken a pretty big chunk out of my day in a very busy week. Hope this isn't an indicator of how my relationship with Comcast will be. read more

Have nothing but issues with their equipment from day one. When calling and speaking to a representative regarding my so called high speed working at a dead man's pace I was told they can not actually guarantee you will receive high speed because of all the factors in play, walls in your house, lines, etc. So let me get this straight they charge you for a service but there's no guarantee you'll receive it but in no way is it their fault. Worst customer service, taking my business elsewhere. Comcast needs to realize in order to stay ahead of their competitors they need to start providing better customer service. read more

Since the remodel and changes at this store the wait times are horrendous. Was told 20 min and 45 min later still 6 people ahead. Don't waste your time in here read more

I have on a number of occasions, tried to log on to get my emails without success. This latest time, I have tried 3 days in a row, without success. I know that it's not my problem because I can get to any other website instantly. Xfinity get your act together!!! Vincent N. read more

I have been a customer with them for 5 years and they still have the worst customer service! I need to mention that I switched addresses recently and called them to switch my service over to the new address, they told me "no problem" and since you are a preferred customer it will be FREE of charge! I was not only charged for the installation but I was charged for the first two months of service and then hounded me to pay it, I told them AT&T U-verse was just at my house offering better service and faster internet at a fraction of what I was paying them and if that is how you treat your long term customers then I am leaving. The "nice" customer service rep said he would take $50 off the install if that would help but said he could do nothing about charging for my first two months of service at once, they just lost a faithful customer for life. BOO Xfinity! How many good customers need to leave before you pull your heads out of your greedy corporate asses? Not a way to treat your dedicated customers.....not even close read more

i had service from comcast many years ago when it was installed the outside wire was put on our home with a large eyebolt and tied to another wire with spare wire and rope the eyebolt is now pulling away from the house i have called so many times to have this removed i have been trying to get someone out here for over a year and was just recently given 3 different order numbers and told someone would call and fix the issue i am still waiting because yet again today no call and a no show. the bolt i am afraid will pop out and hurt someone judging from the other reviews do not get this service ever they no not do what they say. if i could give a minus 5 on the star rating i would so i will try again tomorrow and don't get me started on the phone circle the system puts you on by the time you get a live voice you are so angry you cant think of what to say. horrible terrible company and service the very worst. read more

This is the worst place to try to buy a phone, I previously had been a 30 year plus customer of theirs for cable triple play & when I attempted to buy a five line phone plan for my family they wasted three days of my life & told me they couldn't do it. Andy Lonergan in sales wasted three days of my life to tell me what he should have from the very beginning, that he is poorly trained & unqualified to do his job. Andy should be fired & ashamed of his & Comcast's business practices. read more

This cable company sucks balls. I rent so i cannot choose another company, i wish i was not over charged and and internet did not cut out every day, i cannot game anymore due to disconnection, so i am looking to move out of their reach read more

I am not even a customer of this idiotic company. I tried calling them and could not contact a person. I called to complain about a cable which goes to my neighbor's house and is supposed to be buried. It isn't and for the last six weeks I have had to mow around their cable, which lies in my yard, when I cut my grass. I am tired of this and wish they would come and bury it. However, it appears to be impossible to contact them by phone. read more

Comcast doesn't know what customer service is. When they installed they cut all wires coming out of my house ( my wiring ) . Did not know this until got another box when son came how from college and no service in room as they cut the wires. So I called , they said they would be out between 12:00-2:00 no show no call. Did this for 4 days before they came out only. Had scheduled apiontments everyday, finally fixed the wires they cut off MY HOUSE. Turned on tv only got minimal channels, not the HD preferred package I paid for. Went to office there response and I quote. Not my fault what did u ask for I said a box for my sons room fo when he comes home from college. But this box wouldn't work with all the channels she said I got the wrong box as she thinks this is my fault. Service sucks and they don't care there about you or respect your time and you talk to people in other country. When contract is up I'm going back with a company that cares about there service Direct tv. Biggest mistake I ever made. And people always call back to make sure your happy. Comcast people suck and it's not there fault as they let me know that. There management has to be at the bottom it the barrel don't get there service ( of any type ) you will not like them if there's a proplems as I have had for 3 months of there shitty service. You cannot get no respect as were pay there wages as a customer but they don't care. read more