We went in to switch phone contracts from sprint, where we always seem to have a problem. The process with xfinity and Devon helping us, we got our new phones within 20 mins. He mentioned he's the top 13th employee in the country for xfinity. I'd reccomend to come here for anything phone related read more

If you want to spend hours on line in person and dropped by the tech when they can't help this is the company for you. Started at 8 am on line could not help so made appointment at my local store. Tech was friendly and tried very hard to help. All I wanted to have done was have ONE email address for all their apps. He could not make that happen so gave me a phone number to call and said they could do it. Got home and called explaining the problem.First tech tried and asked same questions over and over changed passwords twice.He finally said I am a sub for technical issues on tv and computer let me transfer you.Another wait with the high volume of callers. I could go on and on the final result is NOONE could make that happen. I had talked to 5 different people and spent 5 hours and finally gave up. read more

The most unpleasant customer service. I am not sure if he knew what he was doing at all.  I asked to put my tv digital and recording on vacation. I wanted that to save my recording for next season when we get back to Florida. But he told me that he must stop those services. I said ok but then please cancel the service as of the following day and he told me fine and that is what he has done. I came home to finish a couple of programs that were recorded and found out all my DVR recording was gone. Not right. There are always issues with comcast service. read more

You guys have to be the worst company that I've ever dealt with. The latest in a long line of crap that is an extra $100 charge on credit card. I was told that this is an extra $99 charges for the installation of my home security 3 months ago and that I need to speak with a special billing department. Then I was transferred to a department that is currently closed and the line went dead. The funny thing is, I called in two weeks ago about a recurring installation charge on my bill. After a 30 minute conversation I was told that these charges were a $99 fee spread over 5 months. When I asked for signed documentation where I agreed to this charge, they said that didn't exist and it was a verbal agreement. A couple minutes later they told me the fee would be waived and now today I was overcharged by $100. Looks like I get to call back and waste more time at some point today. Your customer service is horrendous. I wish there was more competition for services... read more

Jose was really helpful in getting us set up for internet and cable service. He explained all our options and set up our account in record time. He even gave us all the equipment we needed right then and there even though our service was not starting for a week. Even did some research on the web for us. Great job. read more

My visit was prompted by my wish to upgrade my service with a DVR BOX. I contacted sales received a txt for upgrade went to store. Checked in with Q 4. Very polite and efficient, served quickly, received new box and new remote. Returned home installed box. Then the fun began. 4 techno toons 4 hours over 36 hr period to find out I received the same equipment different model " no DVR " I'm headed back to store armed with the model number of the box I need. read more

cancelled my account 30 days ago, had automatic billing, Xfinity turned my service off the day I cancelled my account however I am still getting payments taken out of my bank account even after my account was closed. tried calling Xfinity only to get a stupid automated recording that keeps hanging up on me as soon as I say representative. one of the many reasons I cancelled my account. it's almost impossible to talk to a real person on the phone and every year my bill gets higher and higher. 2 years ago for one step up from basic cable I was paying $100 a month, now it at $230 for the same cable service. and that does not include Wi-Fi. no more cable for me, I bought an antenna and get almost as many channels as I did with cable and only paid $75.00 read more

I heard a lot of bad things about the old store. This one is new and all fancy schmancy. We did have to wait a while, but I guess that is par for the course. The associates seem to know what they are doing which is a plus. The seating is comfortable and they didn't try to sell me a bunch of crap. read more

Absolutely awful!! Go there if you want to wait over an hour and then have people go ahead of you that came in after you!!!!!

Had to give a star, but these people are the dumbest mf ers that I've ever had to speak to. Focused on the soccer game the entire time. Several people waiting. No help at all. Management...just as dumb and not helpful. read more

This review is about contacting Xfinity. Because there is no way to contact a live person when you have an issue I had to go to the store. The person was able to cx the subscription on Cable that we had no idea how we got signed up to watch. We thought all was well because we even had the cancellation e-mail but this month we got another bill and I had to go back to the Xfinity store. The person I spoke to this time said it was cancelled but a new billing cycle generated another bill. So he credited my account again. The people in the store were nice and helpful and are not responsible for Xfinity's idiotic customer service decisions to not allow situations like ours to be resolved with a phone call with a live agent. It could not be done online or with the remote as one Xfinity person told me could be done. Xfinity still needs to have live customer service people. Not everyone can run to their store every time they have a problem. If I could drop them I would but our development has Xfinity. I am sure their bean counters could care less about one person's difficulty with their customer service but it is horrible and there is no other word for it. read more

This company doesn't know its ASS from its ELBOW!!!! They are harassing me for fraudulent charges. This is going on 6 months already. Early March an agent apologized for THEIR error and said I didn't owe anything. Today I call because they are STILL adding late charges to the original fraudulent bill. I pay ALL of my bills and ON TIME. Leave me alone Xfinity!!!!! read more

We used to despise Xfinity and Comcast and resented giving our money to them. Not only because Comcast / Xfinity are huge donors to the Democrats (that's another story) but because their customer service was awful. I mean awful-awful. Every time we had to deal with a Comcast issue, it was something to dread. This held true for trying to do things over the phone or going into the Naples location, as both were slow torture of inept representatives and Byzantine rules leading to fragmented and bizarre billing. You name it, Comcast / Xfinity screwed it up and pissed us off. For years. We tried alternatives like DSL, but they just didn't work out for us and we would circle back around, bite the bullet, and go with Comcast / Xfinity. Some months ago, we moved, and so did the Xfinity store. I couldn't believe the difference in the competency of service. Somehow, unhappy, unhelpful drones were replaced by people who seemed genuinely interested in problem-solving. It was no fault of Comcast / Xfinity's, but all of the problems couldn't be solved in one visit (we had issues with both TV and Internet associated with the move and with Comcast / Xfinity's PREVIOUS incompetence). Throughout three or so visits to the store, the staff was every bit as helpful (and consistently competent). 'll call her out by name - Jenice Delgado was superb, and if she is in the store, I'll always ask for her from here on out. The management staff in the store was also excellent, and I only wish I could remember the name of the female supervisor who was present on my most recent visit. Finally, the improvement in service also extends to telephone support and especially home visits. We were having problems with the signal dropping off and it was very frustrating. The phone support was able to tell that the problem was not going to be solved with anything they could do, and we had already gotten a brand new modem on one of the visits described above. Chris Strickland, the service person who came to the house, was able to diagnose the problem and solve it expediently. He was very friendly and speaking with him was a real pleasure. Now we have a nice strong signal with no drop-offs - a problem that had been plaguing us even at a previous address in the same neighborhood. Thank you, Comcast / Xfinity for making such huge strides in customer service. We no longer feel taken for granted as customers. CC: Comcast Corporate read more

Simply terrible customer service... waiting at the front of the store with 4 other people. No one has come up to help or even acknowledged our presence. read more

Called to setup internet service to our new home. After 6 weeks and 3 service calls (all barely spoke english and "didn't do that part of setup") we still had no service. Called and spoke to representative as a last ditch effort who gave me (after 7 times asking) a manager who "personally" would take care of the matter. Several days later still nothing. The worst thing about this company is that they tell you over the phone they are taking care of it, yet when you call back several days later there are little to no records as if you are starting a new conversation all over again. I have been charged over $100 in data fees from my phone provider due to the incompetence of this company. Ross Hackethal read more

I wish that Comcast was honest and really was working diligently to make sure Naples, Florida has internet and cable! They are scammers and all overseas agents with scripted chats and all say the same thing, "we are doing our best ", and each day the time for the services to be resumed are different. We should all switch to a different provider! Buyer Beware...Comcast is not on our side!!we!!! Too bad they make their own bad reputation with repeated negative comments and no resolution from the Comcast Administration. read more

If you want to get screwed this is the place. A CON game in every thing they sell mega overpriced where are the government watchdog the FCC and FTC. Maybe we can get Senator Franken to grope em he's good at the that not much else. One star is one too many read more

Internet is so expensive now. I can't believe it. I wanted to get rid of Tv and just do internet and that is more expensive than with the tv. 93 bucks a month for midrange WiFi is so overpriced. It is sad as we live in Golden gate and the infrastructure here is so bad service is spotty and unstable. read more

So I have lived all over the U.S. and Xfinity/Comcast has to have the worst service, slowest internet, and highest rates I've ever seen! The real review is for the service center! Not helpful, rude and slow! It reminds me of the post office but at least I don't have to pay the post office $150 a month. FIOS please come to SW FL!!! read more

Of course, we all expect Comcast to be non-responsive and horrible to customers, but this particular Xfinity establishment, in Naples, FL has redefined the word obnoxious. With my internet down all day, I was finally told I need a new modem at 6:30pm. I was told by Comcast corporate that I could get one at this Comcast outlet, which closes at 7:30, they said. Wrong! They close at 7pm. But anyway, I raced to the store, and arrived at exactly 7:00. 10 to 15 employees were still inside. The doors were locked. I knocked on the glass for a full minute as every single employee in the store ignored me completely. It was quite a sight watching the 10-15 employees still left in the store all pretend they were "very busy" and so they did not see or hear me. When it became obvious I was not going to simply go away, a female employee approached the front of the store. She was careful not to get too close, as if I was a criminal or alien or something. About 5 feet from the glass door, she looked at me and raised up seven fingers. This apparently meant the store closed at 7:00pm, and since it was now 30 seconds after 7 pm, thanks to everyone ignoring me long enough to "run out the clock," and she had absolutely NO intention of helping me, or even acknowledging me in any way. The attitude was, "Get the hell out of here, you unwanted, stupid bum." ANY other store would have opened, or at the very least, spoken to me. I have been a loyal, bill-paying Comcast customer for more than 15 years. But so what. They ignored me, kept the door shut and wished me away. This Comcast outlet, quite obviously, does not give a DAMN about their customers. The staff operates with one eye on the clock at all times, and when quitting time comes, they are outta there, no questions asked, who cares, goodbye. This place is a disgrace, and a perfect example of why Comcast is so hated by everyone. The wost part is that, as we all know, Comcast could care less. This store certainly could care less. Their empolyees are a total embarassment. AVOID AT ALL COSTS. read more

Worst company I've ever dealt with this is my second time back to Xfinity- I am working to get away from Xfinity- even though Century Link is not perfect they are far better I have had technicians out to my house upwards of 25 times and still to this day have nonstop problems with my service getting extremely slow my bill being way more than it should be and my service cutting out and going off-line multiple times a day, Xfinity-you suck and eat only reason you're probably in the front running is because of the limited coverage of some of the other companies read more

I have a XG1v4 box and this morning it malfunctioned. I just kept rebooting without ever connecting. I called in and was told to power cycle it even though I had already done that twice. When it failed again she said a service call was needed and it would take 2 days ! I ask if I could swap the box at the Xfinity Store and she said I could. I ask her if they had my box in stock and she put me on hold for 10 minutes to check and then came back and said they did. I ask if she was sure since it was a 1/2 hour drive and she said they had "43 in stock". I drove to the store and after a 10 minute wait, I then retold my story to the fellow at the counter. He check my account then tried to hand me the wrong replacement box. I said the box I just gave you is a 4K box and the one you are hand me is NOT. He said my box "was out of stock"! I asked why I was set here and he replied "I don't have a clue". I ask is the other Xfinity Store 20 miles from here had XG1v4 boxes and he replied "I don't know". I grabbed my old box and stormed out, furious. I drove to the other store (it took 45 minutes) and was told "all the stores were out" and that I needed to call in and have it shipped to me. They could not help me but at least they were polite and offered a solution ! If you need cable , find any other solution or be prepared to deal with the worst customer service you will ever encounter! read more

Went in because service went up 30.00. Made an appt. Was seen on time. Guy called me over and asked what I needed. I said that I wanted to see about a promotion or if needed drop some service... He said "don't rush me" ? I said I am answering your question. He seemed very irritated. He walked away and said someone else will help me .....seriously? A customer service rep has a tantrum and just walks away. After another 10 minutes another guy moved me over and basically said there were no promotions so either take it or leave it. I chose to just to leave it. The elitist attitude of Comcrap is unbelievable. They know there are no other options in this market and they treat you like total crap and offer no value for the spotty slow coverage they offer. Thank god for Netflix. read more

My comments are not about the Comcast store but rather the company. It is in my opinion the worst consumer oriented company in America. Every time I visit my residence in Pelican Marsh, Naples Florida some aspect of my Comcast service does not work. This has been the situation for twelve years. I will call Comcast support and spend hours attempting to fix their equipment. Great business model for them, poor one for their customers. Once they finally agree to dispatch a technician to fix their service they will contact me via their automated system multiple times to insure their technician's time is not wasted with no concern for my time. I would cancel the service however the Comcast contract is with Pelican Marsh with no individual recourse because of poor service. read more

This quite possibly is the worst customer service I have ever experienced. I recommend that you consider Direct TV or some other alternative to this cable provider. They are charging me for equipment I was never given. This is my second day in a row here and they cannot resolve. No supervisor or manger on premise on Sunday. What a monopoly and total rip off! read more

I've never dealt with a company that had worse customer service. Even when I get a nice customer service representative, they give me wrong information, or different information than another rep. Many times I've been charged for things I shouldn't have been charged for, then called, spoke to someone who I could barely understand only to finally get disconnected. I've never had such frustration with any other company. The only reason we have Comcast is because it's our ONLY option where we live which is ridiculous. My advice is if you have any other options- go with another company. read more

My first positive experience ever with Comcast. I want to shout out to Alex,at the Naples store. She was great!

Hallmark channel and Hallmark movies and mysteries channels still don't work. All of the HD Channels still don't work. Comcast is the worst cable company. Last Thursday afternoon & night ID Channel still didn't work read more

I bought my iPhone from Xfinity told me that they operated off of Verizon's towers. That is not correct at all. I changed jobs and where I work Verizon's customers get service everywhere in the building. I could not get service unless I went outside in a very small area. Then I decided to go back to Verizon and Xfinity has placed a lock on my phone and will not get back to me to unlock it. Do not leave Verizon for Xfinity mobile. Xfinity mobile has very poor support services for mobile and internet. read more

I received a new box and had to return the old one. I waited dover 30 minutes to be waited on. It took less than 2 minutes to have the old box checked in. VERY POOR SERVICE. Definitely need more service people on the floor. read more

Avoid Bernard. He does not belong in a customer service position. He was passive aggressive, dismissive, defensive, and lacks empathy. Horrible treatment. The way that he talked down to me was incredibly insulting. And shocker, when I returned home my internet was still not working despite his insistence that it would be. read more

My second experience was better - at first. I had an appointment and was called as soon as the time came up. Yari helped me and was great. I left with a good feeling, but it went away as soon as I got home and found out (through the Xfinity help line) that the equipment was faulty and I would have to pay a service charge for a technician to come check it, or I could go back and exchange it. So...the first box they gave me was wrong and the second one was faulty. I have to decide between another trip to the store or pay a technician. I choose from bad and worse. read more

If I could give zero stars I would. This store has the WORST customer service. It's like they already know they suck, so they don't try to make your experience better. I've been in twice and on the phone once. They are either trying to sell you something or they are lying to you. Now after getting my services sorted out, I'm home trying to get a cable box to work. And nothing. So I have go back tomorrow for a different box or have a service guy come out and pay $60 for something that was working 2 hours ago. And I have no other options...only game in and town and they know it. Thanks Comcast for being awful! read more

The only reason this has one star is because its the only way to write a review. They are absolutely awful! We have a vacation home in Naples Florida and live in New York. I simply wanted to reset my password. After speaking to four different "higher levels" the last person I spoke to said that I can only have the password reset if I'm at that location in Florida or go to a Comcast store. Both of which was either a 2 1/2 hour flight or a 4 hour drive to the nearest Comcast store. No one was able to reset it over the phone, even though I was fully verified. Also, the service stinks. They billed me twice a month with two different account numbers one monthly bill and one came directly out of my credit card. When I called to have them look into it several times no one could explain why this was happening. No one should be this stressed out over their TV, Telephone and internet provider. read more

I recently went to the Xfinity Store in North Naples with a SAMSUNG Note 8 issue. Yari and manager CJ could not have been more pleasant or done more in their efforts to determine if the issue was with the Provider, Xfinity Mobil/Comcast, or the manufacturer. Subsequently, the phone was returned to Samsung for evaluation. I highly recommend scheduling an appointment. read more

We ordered a transfer of service over 30 days ago. Since then we have had 6 techicians come to our house over a series of 4 appointments and spent approx 3.5 hours on the phone. Oh and we've gone into the store twice. Still absolutely zero cable or internet service. We also had an appointment scheduled for tonight which ended up being a no show. All the while we have had a house full of company the past week. I know it sounds like a made up story but it is absolutely true. I've never see. Anything like it. I wish I could give less than a one star review read more

I don't even want to put a star for this company. I've anybody can make some minus star this is how Comcast will be rated. I knew they are the worse company to deal with, but I never imagine that they will drive me insane in 1 week of being with them. So on Friday 04/14/ 17 went to this location to pick the equipment I get with my HOA fees, that Comcast keeps referring as free service. I got there and the room was full of people , had to wait 1 hour and 30 minutes left with my digital box thinking everything is good. 2 hour later I get a confirmation for my appointment that I never set. That took 2 hours to clarify the situation with CS. After a few days I'm trying to get my equipment set up, funny thing was not working, 3 calls and 3 hours late I still need a technician to come because the box is not getting no signal. Also to find out my account was never set up, they didn't even knew I have the equipment at the house, never activated or put in the system. The appointment was set up for Friday 5 to 7. My husband left early for his job to meet them. At this time Friday the app was telling us the technician will be there between 6.30 and 7. At around 6.45 I get a phone call that the technician is outside. No xfinity truck outside nobody there. Called CS to see what's going on, 3 hours on the phone , 4 transfer to find out the gps of the technician never put them in that area , so I guess the guys said let's go get a beer cause is Friday night and just say the customer was not there. The surprising is that this CS of Comcast they are completely immune To this situation, I guess they are getting brain washed when training over there because they didn't know why I was upset that happens all the time. I will definitely make a formal complain to 1800flahelp and put the consumer services to audit them and there business. I don't understand why people take that from such a disgraceful company and still buy their services. read more