Requested to drop cable, but wanted to keep internet service with this company. Made an appointment, and it took 10 minutes to do this during the appointment. We returned all tv cable equipment. Went home and internet did not work. Next morning, spent over an hour online chat with CS rep named Ravinsh. Explained the change and the problem that the internet was not functioning. He spent most of the time chatting about eligibility for a mobile line and upgrading my internet service. I was asked to confirm an email to have him correct the problem. This email included "upselling" the products he wasted my time discussing. I ended the call because the problem was still not fixed. Went to the store and was told that at the original appointment my self owned modem had been deleted from my account and that was the problem. ‍. Terrible customer service. read more

The place is not handicapped accessible and when I tried to go in with a walker, there was two females that check you in just stood there sipping their coffee and didn't even help. I gave 2 stars only cause of the rep that helped me with my account. Then when I was leaving the two females again just stood there and watched me struggle to leave. I turned and said," thanks for the help" as I tried to get through the first set of doors. Thanks to the Fed Ex guy that held the second set of doors open for me. Call and get someone to can't speak English or go in person and get disrespected. Either way you loose!! read more

Everything was great !! The girl that checked me in was very sweet and also the girl that serviced me was fantastic ..!!

My phone was older and died. The person helping me was patient and kind while I was having a stressful day. read more

Had an appointment for 10:00. I was called to be seen at 10:49. The first rep tried to help me (Kyle) but was unable to. He got the Assistant manager- Anthony Plumberg. By this time, I had spent 4-hours on the phone with customer service and an hour and a half in the store, along with $200 (cost of the device". Quotes from Anthony (after asking him to check the notes in the account from customer service)- "those are already wiped from the system, I'm not going to read the notes, I want to actually hear what they said, I do t care what the notes say." I asked him to make this right and he said "no one in this store told you that phone would work so no- I'm not going to do anything more." I asked him to put it in writing and he wrote on a business card "unable to resolve this issue in store" so I said, no, write down all the nonsense you just said to me, his response was "that's all your gonna get and that all I'm gonna say- I will not put that in writing." read more

I had an absolute horrible experience with this company. On October 5th, I changed my cable service to a tier with fewer stations because I could not as a retiree continue to pay 300+ for my service. This also included WIFI. The company immediately reduced the number of channels. By the end of October, the company again charged me the same price as I had been paying. I called. The person on the phone explained, I would receive a credit because I made the change one day after the new billing period started. The next time we were billed, no credit and again billed the wrong amount. I switched to AT&T WIFI and bought smart TVs. I took all equipment back to this location. The employee scanned the equipment and gave me a receipt. I never received a final bill. Today a collection agency texted me. Do not ever use Xfinity/Comcast and try to pay less. They can reduce your service, but never bill you the correct amount for the reduced service. read more

Why do you guys not have a number to talk to someone in the store. I been contacting customer service and it doesn't even connect you to a representative. Literally the worst. read more

Had to replace our cable box and was in & out in 5 minutes! Took me longer to parallel park in front of the store LOL. The tech was efficient and didn't try to upsell to a gateway or anything. The only odd thing was getting inside - you walk in the entrance and around a few corners before getting to the actual store. I seriously thought I was in the wrong place at first! read more

Sales people are like they're at a party...all sitting around talking. Half of them don't know what they're doing. A HIGHLY UNPROFESSIONAL STORE! read more

The store is a joke. The employees are low quality and instigate fights. They also don't put deodorant on. I had to wait an hour and a half to return equipment. And then it took them 15 seconds to accept it and they did not give me a receipt. And then I had to wait an extra 30 minutes and fight with two managers in order to give me a receipt. Then I get to my car and read the receipt and it's not even a receipt. They are definitely stealing at the store and taking advantage of customers. read more

Today I had a technician fixing my Xfinity cable internet and his name was Jeremy. Jeremy was very polite, a good listener as I explained what the problem seemed to be going on with the service. He arrived promptly for the scheduled appointment and immediately did the needed repairs to fix my Xfinity internet service (which was not an inside problem; the problem was that there needed to be a new replaced wire outside leading into the house) and Jeremy did the necessary work to repair it. This technician was very knowledgeable and professional in his job. I give 5 stars for excellence for Jeremy... read more

Waited 40 minutes to return my old router, task was completed in 5 seconds. Don't waste your time or money here.

The wait time at the store was insane just to return equipment that took a matter of a couple of minutes!! Arrived when the store opened at noon and it was like shopping on black Friday!! read more

This review is not specific to the Lancaster store, but to all of Comcast/Xfinity as a company. First of all, I have no other choice for high speed internet in my area, so I either flashback to 1999 with dial up internet, or buy in to the monopoly of Comcast. So I do. I called in to their customer service dept. to back down my cable to less channels as I'm sick of paying this company so much every month. It makes me sick. So while I'm going through the plethora of options to simply talk to a person, the computer lady says "would you like to subscribe to UFC 210?", I say no! She says "thank you for your purchase". So I already hate calling in and waiting to talk to someone at this s*$t show of a company, then to get tangled in to some stupid UFC options??? Like I'm really calling customer service to order UFC on demand??? Anyway, the guy says "oh don't worry, we've taken that off your bill". So I get my bill the following month, and, you guessed it! UFC 210 for $49.99 is on my bill! I call directly back to customer service, and during that train wreck of options to talk to someone, they ask if I want to subscribe to WWE Smackdown? Really?? No, I don't! Finally computer girl actually heard me and didn't subscribe me to another POS that I didn't want. Finally talk to a CS rep and she's taking off the charge, but imagine how many people they dupe with these shady tactics. No one calls in to CS to order on demand. You do that from your cable box. Just when you think Comcast can't get any lower or do any shadier sales tactics, they pull this s*$t!!! Can't stand this monopoly and how it continues to prosper. read more

This review is for Comcast and Comcast Xfinity, not this store in particular. Why are there randomly problems with half my tv channels? This is like $70+, and I don't want to get random error messages when I try to watch something other than the channel my tv was on when I turned it off the night before. read more

Typically comcast is a nightmare. Today the sunday before christmas we stopped in to get my grandma signed up for tv, return a box for my moms house and sign myself up for internet. Three different accounts we were dealing with. A young lady named Steph helped us out and was FANTASTIC. answered all our questions, found us the best deals. In a world like we have today it's impossible to find someone with that good of customer service skills and friendliness. THANKS AGAIN STEPH! You are great! read more

At least 2 interruptions of service daily, incompetent techs, horrible customer service.

I arrived at rush hour and was in and out within five minutes. Plenty of parking and is located to the right of Target. The rep was pleasant and of course... they always try to push products but she wasn't aggressive about it, which was good. The only thing I do not like about this location is... It's off route 30 in tourist trap central. Tourist are everywhere and traffic is always heavy in the summer. It will take you forever to drive here for five minutes of time in the location. read more

Very Poor!!! We are comcast customers and were treated like ----. I wanted to check out the phone service and we were chased out because of our very tame, fairly small, house-broken rat terrier. Deplorable. read more

This was a terrible experience. After being told false information about a promotion going on i was expressing my concerns that i drove 40 minutes for nothing. While expressing my concern BOTH employees WALKED AWAY from me to go help customers that had walked in the door leaving me stranded in the store with not help or answers. This is the only wifi i can get in my location and they're screwing me. read more

Cable line wasn't dug deep enough. It was exposed with expansion of our driveway. They came and reconnected cable after three days. Stated it would take 15 days for someone to bury new line. Today they show up unannounced and no knock on door. My dog was barking went down to see two men working in my yard, they only spoke limited three word english, told them cable didn't work and they just left. Waited 1 and half hours with exposed lines on hold and no cable or internet, was transferred multiple times and was told someone would come out due to emergency with disabled daughter and exposed line they couldn't account for but wouldn't have someone come back till Monday regardless of emergency after the first representative said someone would come out the same day due to the danger and me having a disabled daughter, who wouldn't know not to touch the lines. Zero help, very rude, no proper communication between India where customer service and PA where the service took place. different story every time. Eventually told me to contact fire department about the exposed lines they left as they were on other calls. So the answer to their bad service is to cut off electric to the house. read more

This company SUCKS they charge you like an extortionist then when it's time for them to buck up and repair an outage it take days we lost service Friday here we are Monday PM still no service they suck read more

This review is for Comcast in general. I would give a negative 5 stars if I could. Their customer service is terrible. I've been trying to get a technician to my house to determine why I'm getting pixilation. I can't watch tv. They keep telling me that it's fixed and I don't need a tech visit. I'm going to find another tv service and cancel Comcast. Worst ever. read more

Had almost given up on Xfinity after visiting the York store twice and waiting forever in a dirty room for some help that never came. BUT THEN!! I called the Lancaster store just praying that maybe it was a different program. WOW!, I talked to Gregory and my faith was renewed! This young dude talked me through my issues without me even driving to the store and waiting in line for an hour. He put up with all of my stupid questions like I was his best friend. Man, U just don't find this in your average Xfinity store anywhere. I just hope they are paying him enough because he is worth 3 of any of the employees in the York store! Wish I still owned my company of 40 years, I would steal him away from Xfinity tomorrow! GREAT JOB Gregory. Mark Plummer. read more

I really don't get your system. This is the second time I'm being put on a line and forced to wait at least a half hour just to RETURN a cable box. You really need to do something to update this policy. Take the stupid box and let me walk out, have a special line for it, let us go first because it's quick, ANYTHING but this nonsense! read more

PART II: The first night with our new cable the screen froze. We didn't feel like dealing with it and went to bed. We had canceled our data plans on our phone and decided to use the Wi-Fi that is supposedly everywhere only to discover we go without it more often then not when not at home. We did this to justify the cost jump from our old cable/phone plan to the new Comcast service. Even at home the service freezes and we have to make multiple attempts to connect via our phones. Then there's the cable....well more like the On Demand. So on a Sunday night I brought up Orphan Black and watched one and half episodes On Demand. The next day I went back to watch the half that I missed only to discover that it wanted to charge me $2.99 which made no sense since I watched it the day before for free. A call to customer service and multiple menu options later lead me to an operator in India who declared she had "no idea" why that was but was I happy with the service she provided today....are you effing kidding me? I called you for an answer and got none if you can't answer it get me someone who can which lead me to tech support. 40 minutes and a system reset later and she had no clue. This cased my upstairs TV to go crazy and become operable prompting another call later in the evening as the problem was on the downstairs TV. Everything on her end pointed to me being able to watch this series free. Since she was unable to resolve my issue she created a ticket - basically escalading my problem to another tier of tech support. I was told they would NOT call me but instead work on the problem remotely and I should check back every few hours. She said all tickets were to be resolved in 48 hours.....48 hours later and still no Orphan Black I called again, again going thru the multiple menus, and was told the ticket was no valid because I was never supposed to have Orphan Black on Demand, despite the fact that #1 I watched two episodes and #2 BBCAmerica is in my channel lineup. Futhermore I was lead to believe that EVERYTHING on Demand was free and guess what - most aren't! We've been a Comcast customer now for less then 2 weeks at the time of this second review. We have had the screen "shake", multiple freeze ups, and had to reset the upstairs box 3 xs out of the five times of use. It took as 3 days to watch a free OnDemand movie because it kept stopping abruptly and saying content unavailable. We witnessed the free movie selection go from 1355 to 1087 just with a refresh. Not sure what the issue is but never expected all of this! UPDATE 3/11/16: Our repairman shared with us when he replaced our boxes (thus fixing our problems) that unless YOU ask for it you will get old boxes. This means you will NOT be able to access all the features you are paying for including voice command, rewinding, fast forward and pausing live TV etc. He said Comcast techs are instructed by their superiors to install these inferior boxes knowing that the customer will not get all the services they pay for, have slower speeds, and problems with freezing etc. Now you're in the know! I never expected such deception from a national company! read more

The only way you can receive decent customer service is if you agree to complete an evaluation. If you do not, good luck, you will receive TERRIBLE service. Amazing how a new customer, who has no bill paying history, receives a significant discount and a customer for over 40 years gets to pay the top dollar. read more

They where over crowded and all of there packages are overpriced there lack of respect towards customers and on top of it they lie about speeds of there internet service there all the same xfinity wants me as there customer for long time they better shape up give me a package in my price range with decent speeds and the channels I want not your prefab packages that are bullshit read more

Friendly, efficient, clean. I was impressed. This is a side of Comcast you don't normally hear about. The bathrooms smelled fresh and were clean. The greeter was friendly and put me in a queue. They called my name within five minutes and took care of a return in 30 seconds. Impressive. read more

Today I visited the Xfinity retail store at 1571 Fruitville Pike, Lancaster PA, to add an iPhone X to the current mobile plan we have for my wife. In the store I was told that my IMEI number is not compatible, and was almost sold a brand new iPhone. Thankfully I went home first and tried it myself on the website and it worked fine. This same thing happened to my parents several months ago, and I am concerned that this store is giving people incorrect information about mobile phone compatibility, to boost sales. I have no complaints with Xfinity Mobile in general, and my wife has been very happy with the service, but I am very disappointed with the sales team at 1571 Fruitville Pike, Lancaster PA. My recommendation would be to check the IMEI number yourself before following the representatives advice to purchase a new mobile phone. Here is a link to where you can check the IMEI number compatibility: https://www.xfinity.com/mobile/byod/compatibility/device read more

I was in the store to upgrade my service and the visit was quick and they were very helpful. I will never call Xfinity as much easier to visit the store. I have read other bad reviews but my experience was excellent. read more

I can see why this store is closing, your associate Pam has very poor customer communication. She apparently does not know what she is doing when asked to explain why Jan 2017 billing is $23.00 higher , all she kept showing me on the bill is pro rated items from the previous month. Also I was double charged for internet/voice equiptment billing date 12/24/16 , this is the one thing she says I will get a credit next month. I also can see why the many friends and family who have Comcast, if there is a problem, it is difficult to talk to someone who cares about the customer. Bob McEvoy read more

Arriving at 5:30 p.m. On a Monday. Returning equipment. Four people in front of me on wait screen. I count the number of employees 5. Customers in store waiting 3 not including me. I have now been waiting 15 minutes and watching 4 employees NOT helping customers. I finally asked for a written receipt and left. This place is poorly managed. Try and go to another location for service...this branch does not know the meaning of customer service. SO FRUSTRATING! read more