Comcast customer service is terrible. I went in today to exchange a DVR that had gone bad....waited about 20 minutes and got it replaced....everything good so far.......then after getting home I find the replacement will not power up????? I have to go back to comcast and wait approx 30 minutes to get a replacment for the BAD unit they supplied 2 hours earlier. I found the greeter unhelpful.....he first stated he was only the greeter and could not help me......then to start helping other customers 10 minutes later.......and then being the person that helped me???? I also wanted the new unit tested at the store as I already received one bad unit and he stated he could not help me!! But if I need to return again (3rd) time he would not make me wait in line?????? He had no problem making me wait knowing I had goten a bad unit the first time!! I will not toss the next direct tv add I get with free equipment + $$. And I have been a comcast customer for 30+ years. read more

This Xfinity Store is fucking awesome. I went there to return my TV cable box (I only watch Netflix). He didn't argue and try to talk me out of it (unlike most Comcast reps). When I come home I realize that not only am I paying a way cheaper price, but the speed increased to 200mbps. He did that without asking but I only can thank him for that because I like to be surprised. This Comcast Store deserves 6 stars. $69.99/month for 200 mbps.. Total time was 2 minutes, in and out. Scanned the equipment and automatically recognized my name, didn't need to give any info. http://www.speedtest.net/my-result/5365439920 http://imgur.com/8iUFr9P I used to hate Comcast but ever since this store visit, I realized that Comcast isn't such a bad company. read more

I am tired of waiting hours and hours at Sunnyvale xfinity so I decided to drive my way to the Palo alto store, since they have almost perfect yelp reviews. Got there 11am on a Sunday morning, right before they open. I was the first customer walked in the door. :D The store is spacious, bright, and have a very modernized decor. I was helped by a staff right away, sorry I don't remember his name. He is very professional. I need to set up internet service at my new apartment, he provided a list of options for me to choose. I picked one and got ready for the coming upsale from staff as always. Surprised it didn't happen at all! He went in to fetch my rental equipment and a few minutes after I was done! In & out in 15mins. Truly amazing and exceptional. I have internet at home on the same day afternoon! No more waiting for online order of rental modem to arrive. And no more extra fee. (Screw those "self installation fee" on their website btw) I highly recommend this Palo Alto xfinity store to anyone in South bay who needs Comcast service. read more

With a line of people waiting, the manager seems more interested in playing than helping customers.

Tommy was amazing! I went in the store in a bad mood after my ex cancelled all services. He took care of me & provided me with new equipment & the best possible service package. Thank you for making a tough situation as easy as possible! read more

I came in to return my modem and to get my new connections to work.*online they kept telling me to connect to Xfinity but since my system wasn't working, that wasn't useful. I had to go into the store. Ignacio was helpful and polite and connected up my system and I'm back to normal. And I returned the modem, no problem. Thanks Ignacio! read more

when its not busy and you can just walk up to someone, you'll have a good time. when its busy, you'll be waiting for days before the person can see you and help you even if you are just returning a modem or cable box. luckily i was the former. walked in on a saturday at 5pm and went straight to a sales person. needed to exchange a modem box because it stopped working. that was seamless. then asked about any promos because my bill was high and he helped lower my cost and get me free xfinity home. the place is clean modern and new looking. overall good experience. about 5 minutes after i was sitting down with the guy, i saw about 3 couples walk in. i bet theyd give this place a 1 star review. they were waiting forever. it did take me about 30 minutes to finish but i didnt have to wait or pull teeth out to get a good deal. read more

Horrible manager at this comcast store!! They randomly charge some extra charge on your bill without notifying the customers!! The manager even told us we should forget any bad experience with this company!! How can I forget the painful experience for several years! They were such rude and ask customers to leave! Drive them out without permission! read more

I hate Xfinity, my internet has been down since last night. Where is the direct phone numbers to the Xfinity stores so I can get a new box and modem. Want to find out what stores are physically open. Also when calling Xfinity agents they don't seem do know anything. They are worthless. This store is open. My husband and I went in to exchange our router and dvr box because our router was over heating. The people there where worthless. They gave us the same type of router and box I was hoping to get upgrade. With the lastest dvr at least. When I got home to open it. It had been used already. It was nasty and dirty. I had to clean it with clorox. With the coronavirus epidemic. You'll think Xfinity staff would clean these cords and Xfinity equipment before giving it to their customers. It was just gross. To top it off. Router don't want to connect to our internet, dvr does want to connect to the remote. Now we out out of cable and internet. With whole lock down. I'm going to go insane. Now we have to wait another whole day for Xfinity technician to come to our house. read more

I've never been to this store but xfinity/Comcast has been the worst tv/cable experience I've ever encountered. I truly pity any person forced into this coverage as we were by moving to this apartment. read more

Worst customer service. Ever. Rude. Patronizing. Condescending. Unfriendly. Go somewhere else. Returned an old modem and was trying to make a return of some xFi pods (don't buy them, they don't work) and was told I couldn't return them there, asked why and got a really rude and tired response back. Never again and made me consider dropping Xfinity all and all. What a joke. read more

Xfinity Mobile is a total scam. - I got letter offer to signup to xfinity mobile and get $200 prepaid card - I visited this store with actual paper mail letter, but was told that they have no idea what is this. And that I have to call the phone number in this letter to get the offer (1-877-432-0272). - this was probably the point where I had to stop dealing with comcast. - but I called the number and after 10 min talk I was told that something is broken in their system and that I have to call another number (888 936 4968) - Called 888 936 4968 and explained that I want to signup to Xfinity mobile with $200 off offer. - I was told that they do not have any active offers (even if I just got letter 1 week ago and it says it will expire on 10/27). - And this is probably the second time I had to tell them what I think about them.. But I'm a total idiot and proceeded further. - I read the letter to them by phone.. and after a while they finally found the offer :))) Such a surprise probably. - Then I spent 30 minutes placing the order. Provided SSN, Credit card, DOB, Address and so on.. And you can guess what? - SYSTEM IS UPDATING AND ORDER DID NOT GO THROUGH. They apologized and asked to call them back in 2 hours. WTF??? So, comcast xfinity mobile is such a nasty company that will cheat you for sure! read more

Poor service when your entire network is down in store put a sign on your door to save customers time of walking in to get bad news no equipment can be processed for pick up or drop off. Employee said Comcast HQ would not allow them to put a sign in door. Really? Not aligned with the brand promise of focusing on customer service! read more

I just left the store. The store manager, Hamid, was unbelievably helpful. I needed to get an extra cable and a connector because we moved our modem and not only was he able to get me both of those also was able to get me a new remote because the remote hasn't been working so well. This was all fast. He was super courteous. And I could've had a better experience. read more

I received excellent service from Kaitlin Moralez at the store on 2825 El Camino in Palo Alto. She provided in information and solved my issue with clarity, intelligence, and kindness. I cannot recommend telephoning Comcast to help you with a problem. I could not understand their answers to my questions as they their English was very very bad. They were impatient and basically rude. The answer to to go to Comcast/Xfinity office in Palo Alto read more

Just wanted to praise Ignacio for his awesome work. Twice in a row I've come in and he's been able to fix everything very fast and efficiently. Thank you! read more

These guys are THE WORST! They don't care how long they leave you standing waiting for service (they don't even acknowledge your presence when you walk in!), and they don't give an iota about customers. If you're determined to stay with Comcast, DO NOT GO TO THIS STORE. read more

My girlfrind and I had been dealing with xfinity call center for a month now with the autopay and they would never take our payment on time and they would never tell us why, so we went in and spoke with Ignacio (Fernandez) who gave us excellent customer service he showed us alternate way to making our payment as well as gave us the rundown of why they did not take our payment on time when going into this location I highly recommend to speak to him read more

These reviews are real. This place is amazing compared to any other Comcast center anywhere, ever. Remember those long lines, dank rooms, with 1-2 people helping you that looked like they didn't want to be there about the same as you? Not at this place. Truly the best customer service and most appealing setting I've seen in a while from a cable/isp provider. read more

The single worst product in the history of the world. The new cloud based DVR does not work. It is garbage. Bad. Not good. What's wrong with the fools who work for this garbage company? If you paid for it I wouldn't take it. Just freakin terrible. Don't buy it now, don't buy it tomorrow, don't ever buy it. read more

If I could give this company no stars I would! They are charging me a $100 cancellation fee. I have been a loyal customer for 2 years. I wish I could have looked into my crystal ball to find out that I would have to move, before I signed their contract. I will definitely never use this company again, and I will tell everyone know as well. read more

I had an excellent experiences with **Joseph Luckey**. He is professional, super efficiency, very customer focused. If you ask me one thing this store can improve, I would say: Can you hire more people like Joseph? He is super awesome! read more

I used to rave about how much I love this store. Well, I'm now writing this after waiting over 70 minutes and still not being seen! Are you freaking kidding me?! They do not have a public bathroom either. And after all that, they couldn't help me with my bill that skyrocketed up $50 more per month. I guess it's finally time to say goodbye to cable read more

Nice there is a "local" office that permits changes without a service fee. Don't expect to be able to reach the store if you think you may have left something behind while waiting. read more

Horrible business asked for them to come fix my WiFi and when they came they said everything would be fine from now on and the WiFi keeps having problems.Horrible service. read more

Excellent customer support. I needed an extra coax cable extension and the rep took me to the book room to choose what I needed.

Comcast ~Xfinity...whatever .....there all ...horrible you don't take money out a account that you are not authorized to do so ....this is disrespectful in every shape form or fashion ...just cause your a business don't mean you can get away wit everything ...that's why Direct Tv is the Champ.... read more

The Best Customer Service Experience I have ever had from a cable internet company!!! I really dislike calling into Comcast 800 help line. Every time I've called in they have been very rude, and I feel like I get no where. Last time I called there 800 phone number they gave me such rubbish I thought I would never use Comcast services again! After my last call in to Comcast I needed to go to the actual store to get rid of Comcast for good. I was worried because over the last couple years I've been to a few different Comcast store fronts and have left feeling like I got rip off, and waited way to long to speak to someone. So I was dreading the trip there. This time there was no wait and I was surprised. After spending a few minutes talking to Ignacio F. (who is the BEST employee of the whole organization) and I had explained my situation; he was sooooooo helpful. I have such a change of hart for Comcast now. Not only was he professional, but he explained everything to me EVEN THE TAXES. I know my exact bill is going to be each month. I went in there for myself, however he was also helpful setting up my mother with TV and internet. She was using At&t super slow internet (1.5 speed), and now she has Comcast 55Mbps which now allows her to stream Netflix, surf the web, and use her cell phone at the same time. I am so thankful for finding this gem (Ignacio F.) hidden in the Comcast establishment. If you're like me thinking about changing carriers due to Comcast help line giving you issues, please go see this place first before you make any changes. Thank you again Ignacio! read more

The little (too expensive) black TV box stopped functioning. I called customer support and made an appointment for a tech to come out. In the meantime I was sure the box was bad so we went to the Palo Alto store and traded in the malfunctioning box for a new one. Success. The new box functions as it should. The store employees were helpful but I do wish there was no monthly fee for the boxes. Comcast should change it. read more

I would definitely recommend Rep Ignacio. He fixed the phone activation issue I was having for 2 days in matter of hours . Very knowledgeable and helpful. read more

After getting married, we moved my wife's service to our new home so I had to cancel mine. I was apprehensive with canceling my Comcast service due to everything you hear regarding Comcast and their customers canceling but I was very surprised. I was in and out within 10 minutes. Bryan was excellent and helped me return all my equipment and canceled my service. Everything was pain free and fast and Bryan was part of the reason for that. If they allowed me to give more stars, I'd give 12 stars out of 5. Yay read more

Outstanding! From the first contact on, very observant of the COVID precautions, the cleanest store in the Bay Area and Anthony went the extra mile to make sure I was a happy customer. Kudos, I didn't thin Xfinity could achieve this level of customer service! read more

I have very low expectation for at&t/DirecTV or Comcast/Xfinity stores but I was pleasantly surprised by this particular store. The store manager apparently has done an outstanding job. I was switching from at&t U-verse triple plays to Comcast/Xfinity triple plays. In and out in less than 30 mins and got everything done. The technician showed up on time and, again, exceeded my expectations to got everything installed, setup with the time window. Being a 25+ years royal at&t/DirecTV customers (and never switched), I must say I'm impressed and happy with Comcast/Xfinity service and I must say this store plays a important role. I hope all Comcast/Xfinity (and at&t/DirecTV) stores will model and benchmark after this store. read more

Service was fast but the lady that helped me out was rude she started being nice but as I was asking questions she became to look irritated, this is your job lady.....I am sorry your company doesnt make things clear and keeps changing my bill. read more

Most Comcast XFINITY service centers suck. I've been to enough of them to know. However, this one is different. They just opened it up a few months ago. It's big, clean and comfortable. The staff there are awesome and friendly. I've never had to wait in much of a line. It might be because it's so new and people don't really know about it yet that it's so good. I don't know. If all Comcast offices were like this one, then maybe people wouldn't hate them so much. read more

I just had a fantastic experience at the Xfinity store on El Camino Real in Palo Alto. Melisa Ishoo, the new assistant manager at this store, was extremely helpful in making adjustments to my elderly parents' account, to accommodate their requests and address their concerns. They had quite a few questions, and her patience with them was very kind and very much appreciated. read more

Best experience and customer service center Comcast ever. Wes greeted immediately. No wait time to be helped. New equipment was ordered and given to be with 10 minutes. I was out the door 5 minutes later. Thank you Brian. read more

So I'm at the Xfinity store today with my stepdad, because we're trying to switch the plan now that I don't live there anymore.. My dad isn't so tech savy, so I'm like his tech advisor.. We were being helped by this young African American girl, and she seemed really nice at first.. So we close my account an open his, an during the process, I was warning my dad about potential flags, and issues I've had while using Xfinitys service.. I'm not sure what I said that kinda ticked her off, but she starts throwing personal attacks at me, while trying to make it seem like she's joking. The employee started saying things like ( "We don't need your input, you moved away and left your dad with this bill".. "Hey. Your not even a Xfinity customer anymore, you can leave") At 1 point I was warning my dad about self installation, because when we first moved to this place I opted to install the equipment myself, because there's some kinda off fee if they have to come out, So I hooked it up perfectly, an it didn't work, and they had to come out on 2 different occasions over the course of a month, while I couldn't use my full service, but I had to pay that bill.. When they finally got it set up, th most I could hit was 30 mbps on a package that's supposed to be upto 500mbps, this went on for a month until I bought a 50ft Ethernet cable and hardwired it.. I explained to her that my dad doesn't need 500mbps, an honestly I was at most only able to hit 125mbps with a hardwired connection, So she goes on this rant talking about how my equipment was old, an I didn't have their latest equipment, because apparently, you can't fully utilize the isp speed YOU PAY FOR without their latest equipment, and she makes comments that imply I don't know what I'm doing as far as their Xfinity tech goes.. This angered me immensely, because how am I supposed to know that, and when the 2 xfinity guys came to hook up my service way back then, they made no mention of the newest latest equipment which would have immediately taken care of my problem, instead, they just lazily set up the old equipment, and I still ended up having to buy more equipment to get the job done right.. As I told them about my experience, i said "no attempt was made to inform me there is new equipment, then another employee tries to damage control, by saying "This equipment actually wasnt out back then",(She was really nice though, it's the young African-American female that was rude for that felt like the vast majority of the time theri) but if thats the case that the equipment wasnt out back then, why is the young African-American female attacking me like this.. But after all that, When were getting ready to leave, she actually had the nerve to say, "If you have any problems, call him" him referring to me.. Wow. Personally, I don't think I will ever use their services or recommend Xfinity to anyone ever again.. read more

Fast and excellent customer service by Tina. Came in at about 11am on a Wednesday. Store was quiet with a couple of customers at the service desks. Tina came and got me within 5-10 minutes. Gave me a receipt for returned equipment and all done. I'm writing this review as I'm walking out of the store. EXCELLENT! read more

WOW!!! Holy moly!! That was THE fastest and best experience ever!!!! I've been a Comcast customer for years and going into a service center is always a major pain. But this was like a dream! Walked in, guy said "I can help you here" and--blam blam blam--I walked out 7 minutes later with a new modem and a new media card :-) Everyone I saw had a smile and good attitude!!! read more