First of all, the representative on the phone sent the wrong box, and we had to pay $75 for the a technician to come out and tell us that they had sent the wrong box. Then we had to go to the store to drop off the box, which should only take a minute to do. This store is inefficient. Other stores have separate lines for different services. We shouldn't have to wait over 15 minutes to return a box. The next time I move, I will make sure I can get an apartment or house where I can get Direct TV because the the phone representatives are incompetent, and this store is inefficient. read more

patty was very kind, helpful and patient. went in there with my brother since we are switching from cricket to comcast although we did not get to have our phones unlocked by xfinity patty did her best in order to help us. would definitely recommend this location:) read more

When you first walk in you go to the person at the booth and they ask you the reason for coming whether it be making a payment or something else and then they put your name on the wait list. I came in after work around 4:30pm and this place was packed. People were everywhere from standing to sitting down and the wait time was 45 minutes long. All I wanted to do was return equipment that was sent to me by accident by Comcast and then they decided to charge me and so I had to come out of my way for their mistakes. Luckily the gentleman that helped me was very nice and took all the charges off my bill. I would suggest coming early morning to avoid any lines that this place has. Don't even bother calling the customer service number for Comcast because they are rude and never know what they are doing. read more

I never write reviews, but I just felt this needed to be know. I walked in the store and the employee were all extremely nice! Can't remember the dudes name that helped me, but I will remember how helpful, friendly, and quick the service there was! Two thumbs up, 10 out of 10, and all that jazz. Thanks again! read more

avoid Comcast. 150Mbps* Blast service, but gave me around 400 kps...If AA have cable service in my area, I would give up Comcast immediately. Their customer support center sucks too. They are never taking thing seriouly, and make you more upset ... I am tired of Comcast. I do not even want to give a star to Comcast here since it is crazy terrible!!! AVOID USING COMCAST OR YOU WILL REGRET IN THE NEAR FUTURE! read more

Great experience today at this store. After spending way too much time with online chat and telephone representatives, I went to the store to see if I could get a better deal; otherwise, I was prepared to switch to another internet provider, even though my Comcast service has been almost flawless and is now faster than the competition's. Zach made it happen...he came up with a couple of good alternatives and I chose the one I wanted, preserving my internet and phone services. I will most likely return to switch my cellphone to Xfinity mobile, as their $12(!) plan looks like it will meet my needs, especially since the cellphone uses my wi-fi at home and Xfinity hotspots in lots of other locations. I am grateful to other Yelp posters...would have not gone to the store without the good reviews. Anyone who can speak Ducati with Zach can probably get an even better deal than I did :) read more

Incompetent staff. Zero sense of urgency. Poor management, lack of customer service.

Technicians are friendly do their job but unfortunately for them they work for an over promise and under delivering company called-Comcast which provides shitty service from the top down. I have to plug my internet into a 110 outlet in and out every time I need internet... this is after they installed my internet and phone in one place not setting my phone lines active for my home alarm. Now my tower is in a different room than my comp - Wasted my time and still are should have gone with Dish or AT&T read more

Juan at Comcast was great. He was super helpful in explaining the pricing and process for changing our account.

I can see the rating at this location is not great, but the service my sister and l received from Brianna was great! It took us five months to evict our tenant and to retrieve our cable box and other equipments. When we realized some of the equipments were missing and comcast starting calling us everyday threatening collection. We told Brianna and she took care of everything for us and resolved all our problems. She was so sweet and polite! read more

I wish i could give this place 0 stars. They are always trying to charge you extra on bills you have alrady paid . They never alert you when they are about to turn off your cable. Also they are slow. I don't care how good their deals are, they need to step up their game or they will loose customers. read more

I came to this location because the people work here are nice and good customer service .. Patricia M. Was helping me last week to switch my service to my new address , she is very attentive super nice employee , she offered me a new service like house security system service which I'm going to get in the near future... if you come to this xfinity location , look for Patricia M. She'll help and answer all your question and never rush you..... awesome lady ! read more

I had an appointment for today from 8-10 am. At 11 am I called and the agent told me there were problems in our area and Comcast would be wasting their money if they sent someone out. I asked why no one notified me that the appointment was changed and he said that is what he was doing now. (I called him) The supervisor and or did not say anything about an outage in my area (mine is working fine right now) but acknowledged someone should have called. I mentioned that 3 weeks ago someone came out for a problem and they were 1 1/2 hours late. She said I should have been credited $20 for the late arrival. I asked her to credit me for both appointments. She said she could not do that and Billing was not open right now. Really...a supervisor cannot do that for a disgruntled customer? Nice job Comcast read more

If I could give minus stars I would. I got the new remote and cable box. The new remote is worse and more complicated. Eg no " live" button. The new box lost every f'ing recording I had including such things as Giants World Series victories and Paul Mc Cartny at Red Square. The service was ok but the clerk was strictly business and dull. The only person at the Richmond store who gives a damn is Zach Strauss. Whoever developed the new remote and box needs to go back to kindergarten read more

Do yourself a favor, stay away from Comcast's internet service at ALL costs. I've been a customer for nearly three years, have spent more than $3000 on service, and have been disappointed over and over again with the reliability of service, customer service, and ease of getting a problem resolved. Comcast is HORRIBLE!!! Probably spent over 25 hours with customer service just to get the service they we're paying them about $100 a month for (web only service). RIDICULOUS. I would give them a half star, but that doesn't seem to be an option. read more

Please, please, please -- if you value your money -- please do not do business with this company. After trying to resolve a problem with their manager Tony for over two hours, he acknowledged that the company had made an error in my billing of $134.87. He assured me that the bill would be wiped out, and that my new billing would be $39.99. I did not want to leave the store without having a printed receipt of his claims, but he again assured me that all would be as he promised. When I got home, I went to my Comcast account and discovered that instead of billing me $39.99, he charged $134.87 to my credit card, an over billing of $94.88. Now I will have to spend another hour or two on the phone with Comcast to reverse these charges. This is no simple error. This is a belligerent act by a totally unprofessional thief. Companies like this do not deserve public trust. DO NOT SHOP THERE! read more

The absolute worst people in customer service. All the news stories are true. They lie, talk over you, don't let you ask questions, and then hang up on you. The girl I got was so annoying talking a hundred miles an hour and wouldn't let me speak. Then she hung up on me. Unbelievable. The cable companies have way too much power and need to have their monopolies broken. No competition on prices and no incentive to be human. read more

Comcast has a clear reputation for jacking up your bill unexpectedly and then--when you call and try to figure out what is happening--you get this cock-and-bull story from one of their 1,000 reps about rate plans that have subscribed to way back when that you had no idea about. In the space of nine months at the same address, my rate (with tax) went from $119 to $ 131 and (just recently) to $203. A huge problem is that when you call the Xfinity line, you get one person who then tells you he can't help you and transfers you to someone else who transfers you to someone else. The right hand doesn't know what the left hand is doing, no doubt by design. Today was the absolute LIMIT with Comcast. I called the Xfiinity number to ask them to remove the cable TV from my account because my bill had been jacked up to $203 without notice. On the phone, I was transferred form one person to another until I got to someone named Megan who gave me "her solemn word" that she would remove the cable TV and pro-rate me forward to Jan 26, when my next payment of $203 was due. .While I was asking her if I could trust her to carry that out, my land line suddenly went dead. Everything in the house went dead! I had nothing but my piece of junk Tracfone mobile phone to wade back in line to Comcast. I make my living online, so this was a huge deal. I guess Megan must have been insulted and tried to teach me a lesson by totally cutting me off from the world! After one more call and several more transfers, I got an IT person who restored my WiFi. Two thoughts I have had about Comcast are that, first , their billing procedures are so weird and counterintuitive that the bookkeeping is impossible for the average person to unravel, and, second, that their phone system of every representative telling you something different is purposely designed to be so confusing that a lot of people just give up and say, "What the h--ll, I'll just pay the $203 and not sweat it". They count on most people to just give up! Their business practices are so unethical that I cannot believe that have not been reported to the Better Business Bureau. It's unfortunate that the only choices I have here in the North Bay are A T & T and Dish, neither of which has a good reputation either! Bettina read more

Xfinity has to be the absolute, I do mean absolute worst cable tv company in the United States. I was in Bestbuy last weekend when an Xfinity sales associate approached me while I purchasing a couple of cellphones. At that time the sales associate (Shay) was very helpful and very attentive to my cable needs and became very interested in knowing how much I was paying for cable and what services that I was being provided through his company (Xfinity). So, I gave him the information to look into my account and from there he made me an offer that I could not refuse. We scheduled an appointment for a week later which was today at 7:30am. Now, he asked me twice was I sure about the time and I explained to him that I am a single parent who works 2 job's so my time is extremely limited. He understood as he proceeded to lock in my appointment for day/time in which we both had agreed upon. Yesterday morning a representative from Xfinity called me to confirm my appointment (day/time), which was the exact day/time that Shay the sales associate from best buy and I had already confirmed. However, last night I receive a call from their automated system telling me that my appointment had been moved from 7:30am to 10:00am without my knowledge or consent on this. The time is now 11:45am and they have yet to show up or call me. So, now I'm on the phone with one of their Xfinity representatives as well as the sales associate (Shay) and the representative from Xfinity has been nothing but extremely rude and she hung up on the both of us. Keep in mind that I have NEVER EVER been late with paying Xfinity either. I am so looking forward to moving to an area where I know my business with one of their competitors will not only be greatly appreciated but, from one consumer to another I know many other cable companies who thrive on nothing but outstanding customer service. Stay tune for my next update!!! read more

i think all the staff here used to work for dmv and were fired from there for being too slow .

Quick and easy. In and out in less than 5 minutes for a SD to HD receiver upgrade on a Saturday morning. Thanks Juan!

This service center is great. However, when you deal with customer service on the 800 number or anybody at the 800 number it is an absolute nightmare. How can they be so successful? I am cancelling my service and going to AT&T. Maybe if enough people scream about the terrible service, they'll take some of that profit and teach their staff real customer service. read more

Horrible, I wish I didn't have to give any stars. Worst service. Agent had the nerve to say "if you are really at work"... I wanted to get my boss and hers on the phone; insinuating I was lying. Comcast had a line error on a Thursday. Technician came at the latest time given Friday. After 40 min. connection was back. Woke up Monday morning... out again. Called agent, I have to be with out internet for another two days... because of their stupidity. Apparently they are lazy, turn off all internet and wait for the first person to complain to find out where the error is. I wish we had a diff service provider where I live. Horrible I am trying to find the corporate number to file a formal complaint. read more

Not at the store... just the customer service over the phone. The Philippines is a beautiful country (I've seen photos) and the people are very friendly,,, however, all of the phone calls from California go there. If you try to make any changes to your services using the phone, most likely they will not be able to help you and connect you to Colorado. And... if they do help you, they promise you a price but your next bill reflects something else (surprise, surprise). Today I called twice and both times had to be connected to Colorado. Not sure if there is a time limit for each customer or if they just hang up on you. By the second time I almost finished the transaction to cancel services and products promised by the Philippines. I had to call a third time (Philippines) to confirm the cancellation I requested. Is there another Internet service provider capable and/or near speeds like Comcast? They are still the fastest, and that is great as long as you never need to speak with anyone. Way to go Comcast... still #1 in customer dissatisfaction (right next to B of A). read more

i called comcast about trouble with cable and internet service with promises of better channels, hd, free services for repairs, all to find out they broke my two year contract with out saying anything about a new plan, and placed us on a more expensive plan, charged for hd as they said this was part of the package for all the trouble we were having, all to find out, what comcast was saying was all lies, as we found out when we received our billing. what a scam ! appears to be a back door bait and switch for a service call. scammers read more

I signed up for $29.99 over the phone. I picked up my modem in Comcast, Hilltop. Pat told me it was 39.99 I ordered for 29.99 their promotion. I was undecided she told me she will give me 29.99 and speed of $39.99 for 3 months. I agreed and call before 3 months I marked my calendar. When I found out I was charged 39.99 I went to see Pat. She told me its was not her. But I'm sure it was her. Their system is no good at all. Their I.D. No who assist me is not in their system.. I talked to their manager. She insist I upgrade it. I dont. She's guessing? She told me they don't do any changes in their office only on the phone why one of her employee don't tell me that in the first place. She told me I was told She's guessing again. How does she know she's not presest at that time. She's insisting and provoked me to get more upset. When I raised my voice she tear up the paper I told her write their name here. She told me she will delete my account. I told her I will never have Comcast service for the rest of my life. She said I don't care. Is this kind of manager Comcast have? But I don't wondered first when I placing an order I was fooled second in their office I was fooled again. So I can have signed up for Internet service. So they can have more customers. This manager lacked of training how to deal to their customer complained. She's unmanageable and telling me deleted my account and she don't care. Worst experienced with Hilltop, Ca Comcast in my life. I will return my modem and d/c of service for sure. They are all lacked of training or that's the way treating a customer? I worked in stores before and I see how managers handles complained. When a customer upset and frustrated they have good communication skills and they know how to handle complained. Why when a customer upset and frustrated they will do the same? This manager her I.d. is hanging near by her stomach and no badge and her employee have badge but it was covered by her hair. Worst service! read more