Long wait. Schedule for an appointment instead of walk in if you want to be help right away. Xfinity have a good service. They will help you out on your service (internet and mobile). I have gotten great service. read more

Theresa, the manager at this store did nothing but waste our time: first by denying access to a product that is part of a written guarantee from our plan, then by adding a useless Pro-Service Up-Charge to our account pretending that it would solve our slow service on the 1GB High Speed Internet plan we already had (Pro-Service does nothing to enhance connection issues per the Xfinity website). Then she put in writing that she had placed a ticket for an order for a wifi extender pod for us, then nearly 2 weeks later when it never arrived she had the audacity to deny having done so (when she had put it in writing), then tried to send us back through the loop of adding back the Pro-Service Up-Charge AGAIN), and then said there was nothing else she could do. **Um, how about following up on the support tickets that she herself had submitted? **How about contacting corporate to ask why we never received the device that she supposedly ordered?** Clearly she was just passing us along with no real effort to help - other than wasting at least 8 hours and 2 weeks of our time with crappy Xfinity Wifi service and a written guarantee that was never honored. If ever I wrote a book entitled, "How to piss people off and lose customers," Xfinity would be the opening chapter. read more

Xfinity Store by Comcast - Proving our point - nothing but lies and lack of accountability. - Internet Service Providers Near Me - Richmond, California

I recently purchased iPhone 17 Pro max dark blue ...and I couldn't be happier...it's truly the best iPhone I ever had....and I absolutely love it!!! and I recognize Dayana E Bermudez the retail sales professional at Comcast Xfinity who assisted me she was incredibly friendly polite and professional throughout the process Dayana went above and beyond to maing sure everything went smoothly iam very grateful for her support thank you Xfinity for having such an outstanding Stan read more

Not a review for the store but for the company and service. Do NOT get Xfinity, they will overcharge you for spotty service. Then when you finally go to cancel, they will hound you over the phone to upsell you on their terrible service for 20 minutes until you finally get them to cancel. Then they will keep calling you to get you back as a customer. It's annoyed me to the point where I am now going to tell everyone NOT to get Xfinity. read more

I came to this office last week. We're returning my friends Comcast modem. One guy ( big white guy) kept us waiting, and to my surprised, instead of helping us since he's not doing anything, he went to the other client who's being assisted already. I don't mind that, but, what I mind is that, he saw us waiting, and while two reps are assisting one client, that's not good business.. so I came up to them and asked politely.. " can one of you assist us since there's two of you assisting the lady?" He just looked at me. Duh!!!! Good thing the other guy ( can't say the color) he's so polite and assisted us, apologetically asking what is our business and started our transaction, while excusing himself to see what's going on the other lady. There's more to say but... it's too much to say. read more

Went in to get a new remote just like it said to do on the Xfinity website for remote replacements. Was turned away and told "we don't do that". I'm confused because on the website it says i can come into a store for replacements not only that but i've done it before. horrible customer service. employee didn't even tell me how i can get one or help me order one from the store. i literally called xfinity they helped me order one and told me i should have been able to do it in store . read more

Bad customer service and communication from manager wasting time to talk to manager about your issues

Xfinity removed my phone number without notice. How many contacts have your phone number or what about 2 factor identification. Its a nightmare. No text, no call no notice at all they were deactivating my telephone number I had for years. Don't do business with Comcast, don't do business with Xfinity. It could happen to you. read more

The wait times are astronomical! All I needed to do was drop of equipment that I no longer need and had to wait almost an hour.

Brenda Tsui really changed my outlook and view on Xfinity in a highly positive way. She's very patient, listens to your concerns, and really understands what you're asking and tries to resolve your concerns. If possible, I would request for her if she's available. She's a great sales consultant and truly tries to give you the best deals possible. read more

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Long wait times. Lots of employees just sitting around chatting. Newer ones that came back from break helped out much better. I waited 1 hour and still haven't been helped. Myself and another person who came after me checked in and they claimed we weren't on the wait list. Both of us were checked in when we walked in. They claim they called us and we didn't hear them, but no, they didn't. I assume they just cleared everyone off the waiting list. Ridiculous. read more

I used to have Sonic which I wish I never let them go. Since Xfinity, slow internet and no internet way too often. When I first started the service, the internet wasn't working, called them and they said they would send out a tech. A month later they charged $130 for the tech to come out. They never said there would be a charge, and it was on them to get the internet service up and running. Went through customer service and they are guinea pigs for the Xfinity system... trying to get me to buy more services... and saying they can only give a certain amount of refund. Run far far away from Xfinity. read more

Awful customer service to long of a wait for disabled Va person. No help with the people that work there. They take people ahead of me just want to make sure service cancellations and return box read more

What a sorry excuse for a retail store. The people who work here are sadists who enjoy making people wait. I mean, a 30-minute wait just to return a modem?! Ridiculous! They say you can make an appointment, but the phone tree is also outrageously convoluted and time-consuming. read more

I have been a customer with xfinity for many years now and most recently was looking at options for bundling my services . Kaylah Oneal was very helpful and informative. Super kind and very professional. I was amazed on the level of customer service she offered. She made the transition smooth and simple . If you'd like to clearly understand what you are signing up for and get the best customer service ask for Kaylah. If I could give 10 stars I would . Very pleased :) read more

Don't believe them when they say 20 minute wait. We had a broken router. All we needed was to switch it out! That should be less than 5 minutes. 45 minutes later we are still waiting. read more

Great way to bundle your services. Period. Office staff very good. Good personalities and good knowledge. New subscriber to Xfinity Steve.

Horrible. We've been customers for over 15 years. Completely unreliable! Every few months there's an outage that lasts for at least 8 hours. They couldn't care less about their customers. Today our service has been out since 6:15 am. I went into the center and was treated horribly. We will be leaving them tomorrow as we were informed that we are welcome to take our business elsewhere. They do NOT care about us as customers. Don't give them your money. They are terrible and will never change read more

Changed our service to be internet only due to rising cable costs. The person that assisted gave is the wrong info on the data plan and we would have been paying waaaaaay more for data plan overages had we not gotten the 1st month no charge on overages. SMH read more

Horrible wait times every time I have been there. Employee's taking their sweet time chit chatting with other employees and waiting customers. Avoid at all cost. I don't know if other locations are like this but this place is unbearable. read more

Comcast users BEWARE! They will add extra charges to your bill with no warning. When your package is getting ready to expire, they will not inform you, they just up your bill. It would be a common courtesy to advise your customer that it is time to renew your contract. There customer service is awful and runs by a corporate script that is not designed to be customer friendly. If I could give Comcast a zero rating, I would. read more

My father recently had an account with Comcast, but sadly passed away. I took the equipment to the store to return it and cancel the account. They took the equipment but said I have to call to cancel. When I called they said I have to go into the store with proof of his death. I am disappointed at the lack of empathy and insensitive customer service. Why would they keep an account open when we already returned the equipment. Wish this company was as well trained as his cell phone company (Lively) who were compassionate and passed on their condolences. read more

I go in and it's pretty busy. The rep asked me what I needed help with and I told her, I needed to drop this box off and get a wireless one. She's like oh we can help you with that here what's your name? And she puts me on the list. So good so far. Except, 30 minutes later, it's finally my turn and the lady tells me she can't help me with that because they don't have wireless boxes there and I would need to call and order it. Wtfffff ?!? So, who is lying here? Why didn't the first person tell that from the beginning? Like y'all just made me waste my Friday afternoon and that's not cool. read more

This review is for the excellent service provided by reps Patty and Kristen. Getting a new phone, switching data over can be long and arduous. Patty helped me save money by reminding me I had insurance, and Kristen with the transfer over of data. The entire time both were so kind, gracious and a pleasure to chat with and I saw them be equally so to others coming in. Customer service is difficult work. Thanks for doing your job so graciously and well. read more

I'm not completely sure why the reviews are so bad for this location. They made me very apprehensive about my visit. But my concern was unwarranted. I've never been to an Xfinity store before today. I scheduled an appointment to return unneeded equipment and to have my account adjusted to reflect the equipment return. I was in and out of this location in 10 minutes flat. I walked in and was immediately greeted by someone who said someone would be right with me. And within 2 minutes someone asked me my name and entered me into some system. Less than 5 minutes later I was being helped by a representative at one of the kiosks. I told her what I was there for and she immediately went to work. She talked me through each step and then gave me a receipt confirming that she processed my equipment return and adjusted my account accordingly. Professional. Kind. Efficient. What more can you ask for? Well done folks. read more

The people that work at this store are not knowledgeable or helpful. I'm February 2022 I signed up for their mobile services, the lady didn't know how to set up the phone so I canceled after 3 days. It is now September 2022 and I'm still being billed and I returned the phone immediately. I am now trying to set up mobile service with them hoping to have a better result and they are showing I did not return the phone and can't get service even though I have proof of delivery. I ended up having to call the morons in the Philippines to get it resolved read more

Worst company, no help at the Terra Linda store and a week later at the Hilltop store, same problem. There are at least 8 staff members. Only 7 are working. The rest of them are in the back talking. We had an appt at both stores and waited more than an hour and we never got help. Our issue with Comcast/xfinity never was resolved. We left without being helped. 6 hours total on the phone, over three days, nothing got resolved. Happily, we dropped and broke our contract with them and called A T and T!!! Make the move if you have contemplated leaving Comcast. I wish we did not wait this long. A T and T has been attentive and amazing to do business with. And, the internet is so much faster, and so far, we have not lost the signal which happened 5 days a week with comcast xfinity! What a terribly inept company Comcast is! read more

PG & E turned off everythang and it caused our cable boxes to shut down. So today I headed over to Comcast worrying it'll take forever to get replacements. Got there at 3:15-3:20? But no it was so quick I think we were only there five minutes. I wish I got her name. Sweet African American woman with short hair. read more

I walked into the store to get clarification on a purchase I made over the phone and was greeted by an unfriendly front door greeter. After explaining my issue, the woman at the counter was perplexed and didn't know what steps to take. She showed me how my phone ap should work on her phone -- great that her phone works, but the xfinity system wouldn't let me login from my devices (phone, laptops, etc). Not successfully resolving that issue, I went on to the next that I East getting the promotion that I was offered. After 30 mins of looking at my account on her computer, she informs me she's getting her manager. She came back with the woman at the front door which surprise me as a store manger doing nothing but sat there and gave people attitude as they walked in. She introduced herself as Airana with a stern look and I knew I wasn't going to get any customer courtesy. After explaining my issue, she handed me a flyer to call the number that was listed. I replied that she couldn't help me and she said no and I was repeating myself. I walked out and drove to Verizon. Best thing I did that day. read more

Xfinity service continues to bounce OFF at random times Daily for the past year, now has bounced Down for the last hour.

First walked in, there's a check in where they take your name down and give you an estimated wait time. I told them all I needed was to pick up a modem. That's it. We were told it'll be 5 minutes wait to speak with a staff who will be able to pull up our account. We waited for 40- 45 minutes with 4-5 people ahead of us. There were 3 ppl working behind the desk that could look up accounts. One staff literally spoke with 1 customer the entire time I was there, negotiating sales price. This kept the wait time even longer. 40 minutes later I finally get helped and the person who helped us she was very upbeat and positive but too bad by the time it got to me I was already upset to have waited so long. it literally took no more than 5 minutes to get my modem. This could have been avoided if they can just triage simple pickup orders and get the line moving faster. That's my tip for this store. read more

To many outages not good. Try to call customer service only operator answers I don't recommend. read more

This is the worst damn service in the land on the phone or in person unbelievable!!! This place ads in secret little extra charges and then tries to act all polite have a nice day ma'am I'm sorry etc. they are so full of it read more

Today, I walked away very, very, very disappointed in the so called "customer service" provided by the 2 women I dealt with. Today is a Friday afternoon. The rude service was roughly 2:30pm. I asked a simple question and the attitude I received was filled with grunts. These 2 women were extremely rude. I was made to feel unwelcome. Their tones were ghetto. They walked away from me mid conversation. I really feel like escalating this to the headquarters. I DO NOT RECOMMEND this place keep these women. I am highly disappointed!!!!! I will write a letter!! Make calls to the headquarters!!!!!!!! read more

This place is the worst incompetence and lazy then calling company another frustrating half hour of my life wasted

There was a time when it bothered me to have to check in, and be called to the counter. Now it doesn't, because people to seem to walk in and push to the front of the line. As for cable service: I have not complaints. read more

Poor poor service...Horrific!!!! Kept charging me after service was cancelled. Bills sent for nearly 2 months in cancelled account.

Comcast/Xfinity provides the worst customer service ever. To start out, good luck getting someone on the phone that understands or speaks understandable English. They have the nerve to get attitudes when you request to be connected to the United States and will argue with you. I pay my taxes in the United States of America, not the Philippines, India, or Mexico. Therefore my dog-gone support and questions should be answered in my country, by people who speak fluent English. They never know what they are talking about, bad connections and a simple 10 to 15 minute issue can take up to 1 hr to address. Such as I paid my cable bill, yesterday, so why did you disconnect my service 2 days later? Or why is my internet connection not working? They never know, but have plenty of excuses, and several supervisors come on line, who are just as uneducated and ignorant as the customer service representatives. Stop reading obvious scripts and telling me how lovely the day is and asking me about a cup of coffee. You're not Starbucks or Peets coffee. Xfinity, people in this country need job's, stop stressing out American citizens crippling this country by outsourcing to line your Executive pockets. Give your customers the right to quality service and not have to keep trying to figure out what the representatives are attempting say or dealing incompetent employees. Going through all the 100 prompts is already frustrating enough. Please stop complicating the matters by forcing customers to spend more time dealing with people who don't have a clue what to do. This just makes the situation worst. You overwhelm customers with your extremely high prices and minimal packages. You aren't affordable enough for seniors, students, or regular wage groups, this is simply shameful. At least create better choices that are affordable, and please don't use the PANDEMIC as a excuse why you can't do better, that ship has sailed and this had been going on well before 2020. Your services and customer services are unconstitutional and un-American. read more

Went in today and they cannot help me with my credit that's due to me. I simply canceled service and return router. They outright did not help me with anything else. read more

I went there twice. Staff was friendly and tried to be helpful but really lacked know how. Could not help me with clarfying a bill and no clue about phone set up. They finally found a staff that was more tech savvy. They need more training and experience. read more