Xfinity is the most consistently horrible customer service organization I have to deal with. Unfortunately, I live in an apartment complex that has tied me to them so I have no alternatives for internet and cable. To make things worse, I have begged them to contact me by telephone to try and discuss my issues rather than force me to write a novel to them on one of their social media platforms and they refuse. They really don't want to talk with you about your issues they just want you to keep ponying up for their lousy service. read more

First, this center didn't show up where my GPS said it is. Second, this service center is clean and spacious, but don't be fooled - this is still the same quality of Xfinity/Comcast customer service you've probably come to know (at least in my experience). The only positive of this experience was that the manager was able to understand the problem I had a little bit better than the desk representative, and was able to properly route me to Xfinity/Comcast's Corporate Escalations department, which promptly understood and resolved the problem. But the representative at this store location, while polite, took a long time to understand the customer's perspective of what should have been a reasonably straightforward issue to resolve. 2 stars instead of 1 because the manager was eventually able to come over and realize that this was an issue better handled by the corporate escalations department. Left this store though having cancelled service and feeling unlikely to want to come back, despite the unfortunate limited number of options available. Going to look into mobile unlimited plans that allow a decent amount of tethering, since my data usage per month is relatively limited (and being able to combine mobile service and internet seems like a way better value than the pretty ridiculous rates I was paying Xfinity for service speeds that rarely if ever came close to approaching the "Up to xMbps" I was paying for). read more

This customer center is great. I can't believe that it is run by the same company that has such miserable call center service. I went to it to cut my Comcast bill and was surprised to see how organized and attractive the place is. After a short wait, I was called to the counter where I was able to lower my bill by about $100/month! No effort was made to upsell me and, in fact, the lady made a suggestion that helped lower my bill further. I left elated though suspicious whether this would really happen. I won't know till I get my next bill. Later that evening, however, I saw again why so many people hate Comcast. My internet service was turned off! I fantasized that it would come back on by morning, but it didn't. It was impossible to reach anyone by phone - just the usual Catch 22 of being sent from one voice mail to another. Finally, I figured out what needed to be done and my service came back. I won't blame the walk-in store for this as I am quite sure that Comcast's whole system has problems. Right now I think the store on Franklin Road is a shining exception. I hope I am right. read more

Brutal wait at the stores that sell phones and home security. They do not divide staff so you are stuck waiting for a rep who is pitching the previous customer for phones. All I wanted to do was swap out my cable box. Another reason Comcast customer service sucks read more

Comcast is the single worst corporation I've ever done business with (out of necessity, not by choice). For a long time, Xfinity has been the only high speed internet option in most of Nashville. I can't say for sure that this caused their (lack of) customer service, but it certainly hasn't inspired them to treat their customers well. Our experience was absolutely horrid from the very beginning. First, it took 2 weeks for them to get an install tech to our apartment. Then, the install tech didn't show up! They called and gave us a time frame for their arrival and I waited until one hour after the latest time before finally calling the customer service line to see what was up. They explained that the technician had been held up and that he'd clocked out because we were going to be his last customers and he wouldn't have made it to us on time. I told them I didn't mind, I just wanted my internet set up and they said: "we're sorry sir, but he has already gone home for the day and there aren't any other techs in your area with free schedules". WHAT?! They then proceeded to tell me that they were terribly sorry but the next available install was a week later and there was nothing they could do to get me in sooner. WHAT?! (again) I'm sure you can guess what happens next...ANOTHER NO SHOW. Same story...delayed tech couldn't fit me in and no one else could help. Finally one more week went by and we had our install (third time's a charm). But, GUESS WHAT....we still had to pay the install fee of 50$ (or whatever it is). We never received a single consolation prize for playing their ridiculous game. No credits, no apologies...NOTHING. For the sake of brevity, I've left out some detail, but you get the idea. PTL That Google and ATT are finally here in town!! read more

I came in to pick up my wifi/TV equipment being a new member. I was in and out within 10 minutes! Great experience!

No one truly looks forward to going to Xfinity to do anything, but this location has great customer service. I'd drive here even though there are locations closer to where I live. I've never been hassled to upgrade or keep my service. The staff is friendly and easy going. Avoid the Metro Center location. It's about like going to the DMV... read more

I want to thank the Comcast people for being so accommodating. My daughter in law was moving into her new place with my son in Nashville and had forgotten to book an appointment to have Xfinity installed. The best they could do was 6 days out. In a time where all you hear is complaints I wanted to say that after a call to Nathan Yant (who doesn't even work in Nashville but in Murfreesboro) who has help us in the past and he was able to move the appointment up to a better time. Comcast has been a company like all cable companies, under fire for service but I have to say they have come through again and from my family to all the families that work for Comcast I wanted to say thank you. And a special thanks to Nathan Yant read more

I received great customer service this morning. Both of the associates who helped me were able to resolve my issues. I can't recall the name of the lady at the front desk, but the other one was Kevin C. Thanks! :) read more

Pleasantly surprised by my experience returning equipment here. I arrived there at 9:40 AM and there were already 3 people in line outside the door. They do not open until 10, promptly. When you walk in, they give you a number and hold your equipment for you while you take a seat. My representative (I think it was Jamal) was so polite. He came from behind the desk, shook my hand and asked how he could help. Lots of smiles, very polite. I was out in 10 minutes. My only suggestion is to help with the lines outside, perhaps with the aisle things that the airports use when you check in. That way, people can clearly see a line as some people tried to clump by the door when it opened and some of the customers were angry and pushing. By 9:45, the line was about 10 deep and by 9:55, it was about 20 deep, so definitely get here a bit early. PS The one in Brentwood is horrible, so you're much better off coming here. read more

Horrible customer service the wait is usually ridiculous you're better off calling and ordering your service first before picking up the equipment it will save you a lot of time I called ordered my service over the phone and the rep kept trying to upsell me on tv after I kept saying I do not need it. And was told my house could do a self install and I get home and after two hours in the phone they tell me it's been disconnected for years and they want to charge 60.00 for a tech to come... no thanks. I'll try google or att fiber read more

Angela O. was amazingly helpful truly was a pleasure having her help us and she was good at explaining technical things in a way that they made sense without feeling like we were being put down 5 stars for her she is a treasure read more

I'm the last person to compliment a Comcast service - I was at this location to return my cable box and modem, because I was so tired of the price hikes and rental fee. But this location was great - very large, clean store with many available representatives. You check in with someone at the door that takes your name and puts you on the waiting list. There are plenty of places to sit while you wait. I came in on a Monday evening, 5:35, and was out the door by 5:45. Was very impressed. read more

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Just had to add to the chorus about this location: It is not what I expected. This review is only about the experience I had being physically in this location to return equipment. My experience with them through their 800 number remains a mixed bag. Based on the info you get online from people who've had horrible experiences returning their boxes, I was prepared for the worst. I took pics of the serial numbers before I went in. Because I was taken aback at how nice the place looked, I forgot to take a video of me handing over my equipment to the guy taking my info. He listened to what I was there for, then assigned me a number. I sat down on their comfy cushions; the entire room felt almost like a lounge. There were a few people ahead of me who had extended issues, so my wait time was longer than the other Yelpers. When it was my turn, I honestly expected to be told that they just lost the equipment I had turned in and that my fees would be in the thousands of dollars. Nope. If anything, they told me that Comcast owed me a refund. Cool bonus for me was that the guy handling my cancellation was also a fellow Bay Area transplant. I was out of there in 30 minutes, stunned but hopeful that I will get my refund within the standard "5-8 business weeks" timeframe. Update: Just wanted to add that I did get my refund within 2-3 weeks of being in my new place. read more

I would do zero stars if that was an option. They are liars and crooks and continue to try and steal my money and not give me what I am owed. If I had a single other option for internet I would choose otherwise. If you are able, do yourself a favor and go with anyone else. read more

I had a great experience at this store. Staff is a friendly and knowledgeable. There was a slight wait when I arrived but if you don't want to wait too long, go on off hours (like 2pm) and you will get seen very quickly. read more

Went to the new Craighead location. It was the first time I've ever had fast and helpful service without feeling like some irate person in line was going to pull out a gun. There was every time in line in fountain square location. So giant thank you a for the feeling of safety!! This location is well organized, and helpful service. read more

My retired mother just recently moved to Nashville and we to this Xfinity store to sign up for cable and internet and was SWINDLED. She wanted a basic cable package and was told there was a deal that included 12 months of premium channels. When we hooked up the equipment a day later, the premium channels she was sold on, did not appear when we turned to the channel. Next step, we called Xfinity and whom told my mother and I that no such package or deal existed, and they would not honor what the store told my mother. Going to file complaints against Xfinity for dishonest practices with various regulation and commercial rating agencies for what has to be illegal. GO WITH GOOGLE FIBER OR FIOS IF YOU CAN. read more

Well, went into the Xfinity store to talk about our service and return some equipment. Had to sign/check in and wait for my name to be called for about 10mins. After looking at all the merchandise, A wonderful and patient young man named "Scottie" was assigned to help me. Scottie was so helpful in answering all my questions and making some much needed adjustments to the account. Everything from changing telephone numbers to "bundling" our services saving the family more than $30 per month plus an additional 70 channels were added. This kind of customer service is rare in today's world which is why I decided to review Xfinity. Scotties smile was contagious and his personality? What can I say, He's a true gentleman. He went beyond the call of duty. The other workers did not appear to want to be there at work . The employees seemed reluctant to call any names. There were a lot of people waiting and other employees looking at their watches or staring off into space which is why I felt compelled to point out this excellent young mans eagerness. He waited on numerous people while others helped no one. I would have given 5stars but too many customers looked sad, tired and abandoned. The world needs more "Scotties" read more

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This review is for Xfinity as a whole, not specifically this store. I signed up for Xfinity three weeks before moving into my new house. Three days before moving, I found out they never fixed my address despite inputting the wrong number on day one. After battling for three days, I was able to keep my initial appointment and have them fix my address. Upon arrival to my house, Ako the technician informed me that he couldn't set my service up because he couldn't get his key into the electric box. When asked if he could dig it out, his response was that it wasn't his job and that his dispatch could talk to me. I told him I'd have someone dig out the electric box so he could fit his key into it but before I was able to, his dispatcher had rescheduled him to another call. The disrespect was unbelievable! It was obvious that they didn't value me as a customer at all and they put absolutely no effort to attempt to assist with the issue! Following this incident, I called xfinity to express my frustration and cancel my service. At no point did they make any effort to keep me! In fact, the most efficient thing they did in the brief time they had me as a customer was help me to cancel their service! It says a lot about a company when they can't do anything right when they have you as a customer but accept your cancellation with zero attempt to retain your business. Xfinity is an absolutely worthless company that has zero regard for their customers! They don't value your business at all and will make no effort to keep it!! If you have the option, DO NOT use xfinity as your provider. It is well worth it to pay kore money for another company who will actually take care of your needs and value you as a customer!! read more

Everything went well here. I personally want to thank Demetria for her customer service. Her personable attitude made my fiancé and I go from dreading the experience to enjoying it. Thanks Demetria and Comcast! read more

While service is decent, I wouldn't recommend this provider over any others. They frequently increase their rate a few dollars every few months. read more

Few times have I been happy with my Comcast experience. This new location is beautiful, clean, and organized. My experience coming in to this store to exchange my cable box was very pleasant. Showed up at 11:30 on a Sunday and was in and out within 30 min. You check in when you arrive and your name will go up on a screen so you know when your turn is almost up. The wait was comfortable as they have plenty of seating and tvs throughout the store to sit and watch. Update 08/2018: they need to figure out a better system for dropping off equipment when cancelling service. I assumed I'd just drop my cable box off, they'd scan it in and I'd be good to go. Nope, had to wait 30 min to talk to a representative for it to be considered off my account. read more

Xfinity Store by Comcast - Monitors up top showing your place in line - Television Service Providers Near Me - Nashville, Tennessee

Xfinity is by far THE WORST company I've ever dealt with. They are incredibly slow and untrained. They sent and independent contractor to my house to set up WiFi without giving him the correct equipment and told him once he got here he will have to drive an hour away to get the correct equipment not only inconveniencing me, but also this poor man that was hired by idiots. Now I do not have WiFi and do not know when I will get it. read more

In my mind, Comcast is a company that does one thing: cause headaches. So, please note this review is purely based on my experience as a walk-in customer at this location and not based on the hours I've spent on hold with their terrible over the phone customer service. Today is the second time I drove it to & went inside this location. This time it was because my bulldog ate my remote control. True story. Both times I have dealt with the most incredibly nice people. I was in and out within three minutes! They didn't even charge me for a new remote. Instead, they gave me helpful tips on chew toys for my dog. My first visit was to return equipment and again, I was greeted with a friendly individual who made the whole process quick and effortless. Next time I have any issues with Comcast I will drive over! read more

If I could give this 0 stars, I would. I hate comcast more than I hate anything else on the planet. To start off, they wrongfully took $100 out of my account, and after trying to get that payment back for months, they not only haven't refunded me, but also tacked on another $200 for fees that don't apply to me. I've been into the store and called multiple times, and no one in the store is able to help. To top it all off, after I came into the store and cried my eyes out from of frustration, the man who was assisting me STARTED HITTING ON ME!! How much more unprofessional can you get?? If you have ANY other option for Internet, do not get your service from comcast. I've lost years off my life from the stress of this ordeal. read more

Incredibly responsive and helpful customer service. My sales rep Jasmine was super positive and quickly helped me through a process that previously took hours online and on the phone. Highly recommend stopping in for all comcast/xfinity needs. read more

The last time that I had any experience with a Comcast store was years ago when it was in Metro Center; that was a nightmare and I spent hours waiting in line to be helped. I was dreading going to the store on Franklin Road, expecting the same horrendous experience. However, I was very pleasantly surprised. The store was attractive, I received service within a few minutes, and the staff were friendly. read more

Had a good initial experience when I exchanged a nonfunctional cable box. They were efficient and professional and I was in and out in ten minutes. The guy who greeted me laid out a plan to upsell me aggressively but they didn't actually do that, which I appreciated. When I got home I opened it and found a non-HD box; I do have HD and the box I returned had an HDMI input. I had to go back. This time I waited 40 minutes. There was no hint of an apology for my inconvenience. For me, this was just the usual Comcast experience, only in brick-and-mortar format. read more

I have been to this location multiple times since it was built last year. I have had 5 star service every single time I have gone to Xfinity. I was in and out of there within 15 minutes both times, and waited no longer than 2-3 minutes to see an agent. The staff is friendly and helpful and they seem to enjoy what they are doing. SO MUCH better than the old location off of the highway. I seriously was shocked, and trust me I was expecting the worst walking into there. I am glad my perception has changed! read more

Without a doubt, this is the best ISP I've ever worked with in regards to a customer service experience at a brick-and-mortar location. The staff was very friendly, they moved the line through really fast, they laughed and joked around with me.... I honestly was smiling when I left, which says a lot because ISP's generally ruin any speck of self-esteem and hope you had before entering. If you need help with your service, give this location a shot. They'll take care of you and will move you through really quickly. read more

This review is purely based on the customer service I received here. I just wanted to give a shout-out to one of their employees named Shomari. A month ago, I had to cancel my service because I was moving into a friends' apartment who already had internet. I was trying to figure out how much I owed since I was canceling on a promotion. I didn't understand how the billing worked and Shomari tried to explain it to me multiple times. I got frustrated and may have gotten a little angry/excited, but through it all he remained calm and professional. I can't say that I understand the logic behind their billing protocols, but that's a company billing protocol issue. I appreciated the service that I received at this store. read more

Would recommend against getting comcast with xfinity. Specifically asked their representatives if there was an early cancellation fee, which they refuted. I purchased their basic wifi package without any additional add ons. When I cancelled internet with them, I was surprised a month later to get a $206 early termination fee when I had only used them for 3 months as an internet provider. I would not recommend them on their service offered or price point. Att is cheaper at comparable speeds if available in your neighborhood, Google fiber is faster at the higher price points. read more

MAN . . . Just like everyone else, I was expecting to go to a "DMV like" office and stand in line for 20-30 minutes only to finally get to the counter and be rudely talked down to (like the Metro Center Nashville Comcast location). Was I ever wrong. Was greeted at the door where they took my name and gave me a spot in line. I wonder around the lobby and check out the cool sitting areas and start messing with the tablets and TV's scattered around the place. Before I even get sat down my name is being called. I get over to Mike and he ask me what my problem was. After explaining that my box went out, he simply grabbed another one, took my old one, had me sign a receipt (I didn't have to pay anything though), and I was on my way!! Total time in the store; maybe 7-10 minutes!! Totally TOTALLY unexpected. SUPER impressed with the new Melrose Xfinity location. Now don't get me wrong . . . Comcast are the BIGGEST price gougers on the face of the planet, and I still despise corporate's guts . . . but at least that 1 location actually has their crap together and you don't feel like killing any employee while you're there trying to pay your SKY HIGH bill or returning equipment etc. And yes, I still hope the Metro Center (North Nashville) location burns to the ground. Love all the guys & gals at the Melrose location. -CM read more

Actually not a miserable experience! The place is comfortable and doesn't feel like a DMV. And the people are nice and helpful!

Do not get Comcast if you live in nashville/brentwood area. I have been having intermittent outages for weeks. The automated customer care bot simply resets the signal and doesn't let you talk to a real person. If you do get through to a real person, they tell you there is an outage and they can't do anything about it. This is not even the worst part,when I told them that I want to end my service and break my 1yr contract, I was told that I would be charged an early termination fee. I asked the agent ' so let me get this straight, it doesn't matter whether or not Comcast gives me internet service, I still have to pay no matter what?' To which she says ' a contract is a contract'. I hung up the phone. They wouldn't even send a tech to take a look because the system doesn't let them during an outage. Worst company ever! read more

I don't know about you but I'm sick and tired of XFinity as a provider. I tired of the bait n switch of how they get you into a 2 year contract from hell. Each and everyday my internet goes out intermittently but do they credit your bill? No they do not. The packages that they tell you your getting for free is only a marketing ploy to convince you you're really getting a great deal when your not. Your still paying an arm and leg for their "package" no matter what your package happens to be. It's a monopoly created by ever single one of these companies bc of our dependence on staying connected to life. However this does not give these greedy companies a right to "price gouge" a consumer to death by locking us into their budget plans. We are taxed to death on fees that make no sense - just bc they say so. We pay for a sports tax on something I don't even watch. At present I'm locked into a contract until 2021, which isn't fair to consumers. We're not buying a car or home, it's cable and internet for God's sake. I for one plan to figure out a way to steam and eventually either buy myself out of this worthless contract like all the rest of the victims this company holds hostage. Trust me when I say millions of people despise XFinity and every other company comparable to them. Just my 2 cents .. read more

Run as fast as you can from this company OK, I have to admit, I'm a loyal person. 30 years with Comcast, but I want a divorce. Really... listen to this. I called them late in February. They took my very low level plan (Digital Starter), the lowest level of TV, Blast internet and a phone I didn't even use from 153. Per month to $188. Per month. So.....I called. I was told by "Phil" that I would get a longevity credit that would reduce my bill to $145. Per month and if I went into the Comcast "Xfinity" office about 20 miles from me, I could get another $10.00 off. Then on 3/2/18 and talked to "Karen" who told me no such thing as "longevity" credit or "senior" credit but she could fix all this and reduce my bill -. including equipment and taxes to $126.00. Called back on 3/17/18 and no changes made, no ability to reduce bill to promised amount (this time talked to Josie). Maybe reduce to $172.00 but transferred me to " Keyera". Told her I needed it in writing. She sent me a proposal of $172.00 and I told her that wouldn't work. She then send 3 emails trying to reduce to $162.00 but all 3 still stated $172.00.. So what is is it? Are they ignorant of the plans? deliberately lying? Or just don't care? I'm looking for other options. Run as read more

I have nothing nice to say about Comcast or their customer service....ever! However, this store and its employees blew me away with their extreme level of courtesy, helpfulness & speediness. After 4 online chat sessions and 3 phone calls totaling in over 5 hours of wasted time I'll never get back, the last thing I wanted to do was go spend a sunny afternoon at a Comcast Service Center. My expectations were low to almost non existent, and I was positive I would spend the rest of my day wasting away in their lobby. To my surprise, I was greeted (and warmly I might add) as soon as I walked in. The man checked me in and listened to my issue. Within three minutes I was at the help desk. The technician shook my hand, replaced my hardware and fixed the issue I was having in less than 10 minutes. I never thought the day would come where I could actually say I was happy with Comcast's service...but that day has arrived. The company as a whole needs to sit down, shut up, and take notes from whomever is running the show at this location. BECAUSE THEY ARE DOING IT RiGHT!!! read more

Great experience. Walked in with a remote our dog had destroyed fully expecting a wait and a hefty replacement bill. The folks at the front counter were to us in a matter of minutes and as I held up the destroyed remote just said "Oh you need a remote" puled one from under the counter and wished us well. Doesnt get better than this. Thank you Berry Hill Xfinity store. read more