I needed to get my remote replaced. I went to this location to order another one. The employee who helped me was nice. They gave me 2 remotes at no charge the same day. I would definitely come back to this location for any future replacements. read more

Helped me with a return although i came just 5 minutes before closing. They we're happy to take the modem back.

I don't usually have time to write reviews but I had to set aside some time to write this one. After moving to the area, I went to the Xfinity store on 1600 Saratoga Ave. to get internet service. The sales person offered to bundle Xfinity home security service with internet and convinced me to purchase the bundle. The monthly charge he quoted was very reasonable. I asked the sales person to confirm that there were no additional one-time charges which he did. The next day, I received an email from Xfinity which made me aware that there was an additional $800 equipment plus installation charge that was never mentioned when I signed up the day before. The $800 charge was going to add an additional $40 to my monthly bill until it was paid off completely. I needed the internet service right away and I thought the bundle was still a reasonable deal and decided not to cancel. The reason I am writing this review is not any of this but what happened next: Approximately 10 days after my initial visit, a technician installed the home security equipment in my home. Two days later, I received a notification from the Xfinity app that my initial bill was ready. To my surprise the amount of the bill was four times higher than what I was originally quoted by the sales person. To make matters worse, I could not see the details of the bill since, according to Xfinity, I needed a pass code which could only be mailed through regular mail and it would arrive in 5 to 8 days. I decided to head to the Xfinity store that sold me the bundle. The customer service representative logged into my account and claimed the reason for the high initial bill amount was a duplicate installation charge (of $100) that she would remove and also because she claimed "Xfinity sends bills only once in two months". Since I had been a Comcast/Xfinity customer for over 20 years and my bills always arrived once a month, this was a red flag for me. I asked whether she was sure or whether this was just for the initial bill. She confirmed that Xfinity has been billing once in two months for a long time. She printed my bill but failed to show me anything on the printed bill that showed it was for two months (I found out later that there was a date range in the bill that showed the longer period). I asked her to show me the duplicate installation charge but she could not point to such a line item either. During all this conversation she kept reprimanding me - like a teacher would reprimand a child - for looking at the paper bill. She kept asking me - in a very condescending manner- not to look at the bill but to look at her face . She wrote on a paper what she claimed to be the break-down of a monthly bill going forward. Having been quoted earlier bill amounts that differed greatly from what the Xfinity emails and apps were saying I wasn't going to take her word for it and wanted an explanation of the charges on the paper bill. I realized I wasn't going to get any real answer from this customer service representative when she asked me whether I knew math. As a science person who uses math regularly, I was quite offended and said I knew math much better than her. I told her she was very disrespectful; she did not have the right to treat me like a child and asked to talk to the manager in the store. She claimed to be the manager and that I was the one being disrespectful and asked me to leave the store. I went outside with another store employee who was a reasonable person. He told me that he was an assistant manager and the representative I was talking to inside the store was also an assistant manager and that the manager was away. I told him I had the right to talk to the manager after which he promised to ask the manager to call me when he returns. I am still waiting for the call. When I returned home, I called Xfinity customer service. The lady who answered the call was very professional and explained what was going on: There was no "duplicate installation charge" but there was a one-time charge for additional door and window sensors I had purchased during the installation. (Apparently, the $800 equipment and installation fee includes only 10 door/window sensors which is not enough for a typical single-family house). She confirmed that the Xfinity bills would come every month, not every two months and that only the first bill covered two months. I thanked the customer service representative immensely after finally getting a simple answer to my billing question. To Xfinity: One day before the store visit I got a text message from Xfinity to review the installation technician's work and I gave him 10 out of 10 in all categories because he was such a respectful and professional person (Thank You again Carlo). The day after the store visit I got a similar text message asking me to review the store and I gave it 0 out of 10. Beware! You are only as good as the employees and stores that represent you. read more

Only one guy in the store was actually working hard and had great customer service. The other guys act as though they can't be bothered with your questions and lack great customer service skills. Management needs to train their staff better. They guys didn't smile or say 'hello' or 'have a good day'. Nothing! They just ignore you or look at you as though you're bothering them! Ridiculous. Plus why do the staff look as though they should work in a bar?? read more

I am writing this review to just give 5 stars (if I could 10 stars) to Vanessa Banuelos. She is a super woman working so hard. However others are super slow and don't care. Vanessa runs the show read more

I like this place so much that I look forward to going there instead of calling customer service, which I recommend because the workers are extra helpful. Minimalistic, ultra convenient, with open spaces it's like an Apple Store without the d-bags. Besides listing the names of customers who checked in (eliminating lines), the big screens play the latest from Universal/Comcast/NBC/Shinehardt Wig Company. Instead of a hard sell, the guy who hooked us up in August (Art?) and the guy who helped us today (Erik L.) were both extra helpful, clear, direct, polite and funny, which must be hard with Jurassic World playing on a loop. read more

Poor customer service. Discussed a service package, went home to discover after setting everything up, we were given a cable box that was not capable of dvr, and we were signed up for a package with phone service that we did not want requiring another store visit to resolve the issue read more

wait time is super long! don't believe their 15-20min wait time when they greeted you! it's 1 hour 15min and they don't apologize or give you heads up. they don't have enough staff working here. shit customer service. pure monopoly play! they don't care! read more

I am very disappointed with the customer service. starting with the unprofessionalism of some of their workers without mentioning names they don't care about good customer service on the other hand you ask that they send a professional person and that they do a good and complete service and they send you a person that does not deliver the complete equipment and leaves areas without TV service. Then the person who complained everything to makes the contract gives you your bissunes card with an email for any inconvenience according to very professional you send an email until now I'm waiting for the reply and about a month ago I sent it if they are not going to answer you better they should not provide anything like that they do not lie to you. What bothers me most is that you call to change according to your plan and it comes out that they have to charge $10 for each extra box when you are already paying in total with your (adjustment) you would end up paying $ 20 for each and you still have to paying full for the person who's show up with bad my bad experience. For the cancellation in the store, make time at least two hours of your free time. I really do not recommend this service. read more

Had comcast show up for a 5 pm internet install and it was dark by the time the tech went out back. Went out this morning and saw this read more

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Store at west gate mall has bad service. The waiting time is really long and the worst part is that they tell you that someone will serve you shortly during registration. Of course, half hour later you will find you need to wait another 20 minutes after asking them. When I asked them why it takes that long after half hour waiting, (of course, only a few customers are in the store, not so many). The person does nothing but stand there most of time and put name in the system is very rude. Will never go back there. Sunnyvale store is much better. read more

Came into this location twice and dealt with the same customer service rep (Erik). First off Erik was awesome and a great help. He explained certain deals, promotions, and helped me lower my bill. I walked in and used the kiosk to be seen. Once my number was called Erik helped me behind the desk. This location has tablets around and games loaded for kids... It was very clean and sleek looking. This location is in the Westgate Shopping center next to the neighborhood Walmart! read more

I have never been more displeased with the quality of service received than I am with Comcast's. I also have never encountered an establishment where the employees are unable to explain their own services and online tools to a customer as poorly as at this location. I have been a Comcast internet and TV customer (doubly pay bundle with 50Mbps internet $89.99/month) for almost a month now and during this month, my TV service has been great, however, my internet service and customer service experience has been a nightmare and here is a short list of why: 1) I was forced to self-activate my internet service via an instructional pamphlet. This is fine, if the internet service actually activated and I did not have to spend an hour with customer service. 2) When customer service could not remedy my issue, I had to wait for a technician to come and fix my internet, leaving me with .05-15 Mbps at best. (I pay for 50Mbps). When I use the Xfinity speed test online, the results state "This is what you are getting: 10Mbps and you could be getting 50Mbps with Xfinity". This is when I want to rip my hair out.... I DO HAVE XFINITY! 3) When the technician left, he gave me a $50 bill. I was never told that a technician visit would result in a bill when I booked the appointment... This seems like relevant information. 4) The internet fluctuates and is extremely spotty. 5) Comcast applied another customer's credit card payment to my account and charged me their convenience fee. When I called billing to ask about this charge, the operator said "Girl, it looks like someone paid your bill! I don't know how this happened I don't know what to tell you". Aren't billing representatives supposed to understand how billing works? 6) I went into this store to figure out why my online bill was showing that my statement was past due when I had paid it in full the previous month. He looked at the online bill,and 2 agents and 1 hour of investigation later, he finally told me that their online billing system takes *weeks* to update and that it was not accurate. Really, it took 2 of you and an hour to come to the conclusion of "I don't know". It's an online bill, how hard is it to produce an accurate online bill. I generally like to give people and companies the benefit of the doubt, but I cannot continue to do that with this company. For $90.00 per month, I expect quality service as I believe most individuals do. If you are looking for only TV, they have great TV and a nifty remote control. If you are looking for internet or customer service, look elsewhere unless you like calling 1-800 numbers weekly or writing long negative reviews about companies. read more

Horrible customer service. Walked in because i got off the phone and comcast gave me a faulty modem. Ive been paying for their internet service for 6months now. And it hasnt worked for 3 of them. I have called over and over again and not once did they say i needed a nrw box untill today. Go fucking figure. I call in today and the guy sends me in to pick up a new box. At the same time he says to ask the location for credit. I go in pick up my box from an employee the reciept just says M O it was a. Bigger white dude with a smug horrible attitude who felt like he was better than anyone else there. Asked him for credits just like the guy on the phone said and he said all i have to go off of is your word so no. Wow! No apology that your modem sucked. And he gave me attitude cuz all i have with comcast is there internet. Well thats all ill have till my 12mo contract expires. Then im cancelling good job man. I hope enough customers come see you and cancel their services that way you can learn the only reason you get paid is because of us. read more

I was pretty happy with my internet performance from the day it got installed. After 6month promotion got over, they offered me to bundle cable service to apply new promo for next 6 month. After this change my internet service got majorly impacted. Now I'm not able to use it anyway. The best part is once you start getting issue with comcast service, you get to see the real side of this company..... WORST CUSTOMER SERVICE At least talked to Cust rep. 5-6 times. A no-brainer Technician visited house and replaced modem. Problem didn't resolve. 2weeks past. Still holding onto a ticket number for resolution. Using my cell data service to write this review. read more

Comcast service repeatedly messed up three times over a year, charging me services that I never used. I only used Comcast Internet service and never had TV service. Comcast repeatedly mailed me TV boxes three times, and then started to charge me for TV services automatically. Every time I had to go through a great deal of hassle to get it resolved. I don't know it was process mistakes in Comcast that happened again and again, or it was done by Comcast intentionally. read more

This place was pretty good--MUCH better than going to the central center on 10th street, akin to going to the DMV---always at least an hour long wait to see a customer service rep, doesn't matter what time of day you go. We were seen within 15 minutes or so. The rep, Tisol was friendly and handled our inquiry quickly (we had to swap out cable boxes---turns out there's a network issue going on in our area that's also being resolved) Some complaints are that he did give us a "bad" cable box where the HDMI ports didn't work--so we had to get a replacement. also quoted us one price but it really costs more than that, not so good. however---like I said, much better than going to the 10th street location and/or calling the customer service line read more

A few days ago, I visited this Xfinity location to inquire about their internet service. I had some trepidation in coming to this location or any Comcast Service Centers due to the overwhelmingly negative reviews I've read on Yelp. But I really needed to upgrade my internet service so I committed to at least make an inquiry. I arrived just as they opened for business during a weekday. There was only one other customer when I walked in. I immediately noticed a tablet at the front desk that looked like a sign-in device. As I proceed to sign in, Lorenzo, 1 of 2 Xfinity representatives present at the time, greeted me and asked how he could be of help. I explained the reason for my visit. The inquiry went very smoothly and Lorenzo answered all my questions clearly. I was so impressed by his professionalism and his knowledge of the products and services, that I dove in and made a purchase. Thanks to Lorenzo for a hassle-free experience! The installation also went more smoothly than I had anticipated! Great experience so far with Comcast Xfinity! I would recommend to all current and prospective customers to consider coming in before lunchtime. There seems to be less people and you can be attended to more quickly. Good luck! read more

TL;DR Massive incompetent nitwits here. Please use the customer chat/call- more effective. Comcast makes me wonder why yelp still doesn't have 0 stars and what the purpose of life is. Elcy and Stephen(?) - extremely, extremely incompetent. Elcy - takes a minimum of 20 minutes, 15 of which is utter waste of your time to talk to anyone. This number is arrived at by taking the average out of 4 visits - none of which solved the purpose of going there. Elcy promised 29.99 as I'm a new customer and asked to email at a later day as their manager wasn't available. DO NOT BELIEVE THIS. GET YOUR OFFERS APPLIED RIGHT THEN AND THERE. She lies like it rains in Seattle. And the bald guy Stephen(?), at the far end, tries to play hardball as if they are the customers and we are at their disposal. So finally, nothing gets done AND THE MANAGER IS ALWAYS AWAY. I tried calling their customer care, they said they'll call me back the next day - NOTHING the next day. MAKE SURE YOU GET ALL YOU WANT in 30 DAYS. SO THAT YOU CAN RETURN EVERYTHING IF NEED BE. Google Fiber, where art thou? read more

Great customer service in store! I was able to quickly return old equipment, return a new item, and have them confirm my new subscription. The store is spacious, there is a queue process (make sure you check in), and plenty of places to sit. There is also an express pay kiosk with which to pay your bill. The reps were helpful, cheerful, and there was no upsell of any sort. I've similarly conducted live chats with customer service reps online and received comprehensive assistance. Not sure why they only have one retail service location in the entire South Bay; I feel like additional locations would increase customer satisfaction. Overall, I have been mostly pleased with Comcast. We recently upgraded to the entire xfinity system (which is VASTLY improved over the old system) and now we are somehow receiving more on our plan for a cheaper price. With the new equipment, there is no rental fees (just the plan). For $199/2 years, we literally have all the channels (from HBO to Showtime), all our HD services, and more space to DVR (along with internet and phone service). The boxes are way faster and easier to navigate and the remote has a sensor which turns on the backlight when it gets picked up! Yeah, we do love our TV. The major downside to Comcast is their internet which can be really spotty during peak hours. They semi make up for it with free xfinity hotspots in random areas (granted, not very fast). read more

This is the best horrible service I have ever received in my life. When I went into the store, there was no greeting. So I find a guy who did not serve anybody and asked about the internet plan and the cellphone plan. The man was very inpatient and impolite. He did not answer my question well and did not want to explain to me the service. He just say their service is the best and if I did not buy the service then ask me to leave. If said I need to know the detail and discuss with my husband, and he refused to introduce me the service and asks me to leave the store to decide. He keeps asking me to leave several times. This guy is called Tyler Logan. His coworkers also kind of laughed at me, maybe about my accent. I never feel so dis-respective and insulted in my whole life. read more

This isn't a review of this particular location, just Xfinity's business practices in general. I had returned equipment on May 14th as I was moving out of state the next day. My plan was paid up until May 18th. On June 9th I get a text saying that my autopay was good to go. I immediately go on line, do a live agent chat who tells me that I will not be charged, that this is just how Comcast does their billing. Two days later, bam. There's the charge. So I have now been charged for the service period of May 18th to June 17th. Services that I could not have received as I did not have the equipment to receive it. Comcast still assures me that I will be refunded BEFORE THE NEXT BILLING CYCLE. Well, I disputed the charge with my bank. Why would Comcast think it is okay to go and take funds for services they are not providing? And then have to wait to see the funds returned? I am sure they get complaints on a daily basis. This must be why you cannot speak to a live person, which is just as well, as I am sure I would have dropped an F bomb and given them the right to hang up on me. And it's not like they forgot to cancel my account - the account clearly shows cancelled online. And during the chat, after telling them how I wasted an hour chatting with them three days prior, they ask me how my day is going. "Doing my best not to lose my temper." Thank the LORD I won't be in need of their services ever again. So glad they terminate somewhere around Memphis, TN. read more

I went in to the store to return some equipment because my friend had cancelled her Xfinity cable service. Upon entering, I was told by Elsy, that she will be on her break soon, and for me to sign in so somebody else could help me. There was no greeting of any kind. When I mentioned that I was dropping off the equipment for a friend, and I am not the registered customer, she then snapped at me, and said that it didn't matter anyway and to just put my name down. Long story short, I asked for her last name (there were two Elsys there) so I may write up the rude service on Yelp and when speaking to her manager, she said she didn't give out her last name and proceeded to give me her number, which is 23B. At that point, the other Elsy came and took care of the returns, and was very apologetic and friendly. I asked to speak to the manager, and was told that he wouldn't be in for another hour or so. Another employee came to ask me what was the matter and heard my plea. He agreed that customers should be treated nicer, and this was valuable information for training their staff. Apparently, Elsy was one of the newer workers. He was very professional and understanding. Please give Elsy some training in customer service, as she was lacking in that area. read more

I walked in for the first time and the worker "shoo'd me away" to sign in. That's fine, but he didn't smile or look liked he cared. Now there's a bunch of people waiting here (it's been 10 minutes), and he still hasn't said anything, but left. Btw, I personally had to help another customer myself because nobody was thee for her. She wasn't getting her ticket so I helped her troubleshoot and found that the printer was jammed. However... I think that's normal in places like this. It's just the silence and lack of employee energy that made the Xperience sad. I just wanted to go in and out. Anthony ward helped me later on, and at least he was straight forward and nice! I know I shouldn't expect super energetic workers here, but I just felt uncomfortable being there... read more

Came to the store needing to return equipment on a Saturday at 5pm but was in line for 30 minutes. No problem, as I am not the only customer they have. There was list of people waiting but I noticed that if you made a reservation your name would come before the people that walked in. The reason why I have 3 stars was how rude an employee was to people. I know it's almost end of shift but don't take it out on customers. Example, a person before me also had something to return and asked if he can just give it. The lady looked at him and gave an expression a furious girlfriend would give and pointed at the screen showing the list of names. I could describe her but I do not want to sound like a a@@. The staff who helped me was super nice though! (All I can say) Tip. Make a reservation, or go early! read more

This store received a 5 star rating, but that was almost two years ago. Now after 2 visits and a promise from the manager I have had no follow through on all the promises made to fix the service. AT&T here I come... read more

They have a check in system here for customer service. You sign in and take a number. When I went in, I did just that, but a few customers came in after me and tried to get service before me. When I asked the clerks there if they were using the sign in system, Roger rudely said to me "We'll call you when we are finished with the others." In the meantime, he helps a guy who had just walked in off the street, and had a few questions. So in other words, they don't use their check in system to optimize customer service and they are rude to those who do. Zero stars for you Roger. read more

Some of the employees are nice and helpful but others are just plain lazy. We were told by Xfinity mobile to come into the store to get a new SIM card. Desiree gives us the SIM card and just throws it saying "here you go." When I've requested a new SIM card in the past, the rep typically changes it out for me. I looked at her oddly and she just seemed like she was done helping us. Guillermo, who was next to her, inquired what was going on, I explained the situation and he states that we needed to call the service number for them to help us further. I exit the store and call from my car, only to find out that Desiree was NOT allowed to just give us the SIM card without entering the info in the system. I was furious at this point because I've been back and forth trying to fix the issue with my phone. I kept the service rep on the phone while I entered back into the store and handed the phone to Guillermo saying he/Desiree needed to put the SIM card info in the system. Interestingly, as a xfinity mobile/Comcast store, they aren't able to put that info in the system (as they will tell you). The service rep that I was on the phone with stated all stores have this ability, but this location doesn't. So basically, what I'm trying to say is don't come here if you need actual help. Xfinity, you have lost me as a mobile customer. I will be taking my business elsewhere. Do yourselves a favor and fire people who treat their customers poorly. read more

xfinity in general is THE WORST company to disgrace our planet. Let's face it, they have a monopoly in many areas so don't care at all about customer service. They're trained to ruin your life. Stay away from anything Xfinity if you can. If you want to drop part of your plan it will take days of agony. If they only realized that eventually Netflix and Amazon will eat their lunch they might survive. End of days for them due to service read more

This review is a few months overdue, which I sincerely apologize to Michael M. for. I came into the store hoping to repackage my previous 1-year bundle plan for a better price. (To note, each time I come into this store I am warmly greeted and welcomed) Michael was the first to help me. At first glance there was nothing really he could do for me in regards to a better package that suited my needs and was at a reasonable price. However, Michael took the time to keep looking until he found something for me at a price I walked away happy with. What's more, I also appreciated Michael taking the time to help me find routers that would be compatible with my new services. I had many questions and Michael never seem to be bothered by it; he also gave me his card so that I could reach out to him with any problems or concerns regarding my account. I apologize for Michael for taking so long to write this review, but walking away from Xfinity that day made me not only appreciate his amazing customer service but happy to be a customer of Xfinity because there have been horrible cable service company's I have had to deal with and Xfinity has been nothing but great! Thanks Michael! read more

Came here at 6PM, one hour before closing and was third in line. Waited for 15 minutes and was out the door 25 minutes later. The fastest and friendliest Comcast experience I've ever had. It started getting really busy half an hour later (6:30pm) so try to come earlier if you can. Turns out lots of people come in right before closing time. This location is way better than the Sunnyvale location. Plenty of westgate mall parking and staffers are super friendly. The store had a bunch of stuffed minions around and some kids were happily playing with them. read more

New customer Had to come back. Was sent home with wrong equipment. Robin the service tech here was informative but didnt double check our equipment. The TV advertisement still is not honest about hidden fees. Everything is $10. More Modem rental is $10. Splitter is $5.£0 . I signed up for the$79 deal. End monthy payment is $107?? Not Happy read more

The ability of a business to value relationships, whether business or personal, stems from their underlying value system - and Comcast appears to be living by its 'values' consistently, steadfastly. After being their loyal customer for 2+ yrs, Comcast 'offered me a promotion' with a significantly higher monthly fees, for 1/4th (that's right, 25%) of what I was receiving until just last month. Also, they decided to drop this bomb on a loyal customer in their most recent billing statement, without much prior notice. When I called their fabled customer service line to understand why they were doing this, versus offering me a discount as a long standing loyal customer, they were outright rude and unprofessional in their demeanour. As a family, we don't have TV service at home and whatever media we watch, is streamed over our broadband connection. In other words, we use significant amount of data for streaming video each month. Given Comcast's unprofessional behaviour and a total lack of effort on their part to retain us as a customer, could this be their way of driving away customers who use data beyond a certain limit. If so, would this amount to illegal behaviour? Regardless, all that talk about 'The new, customer friendly Comcast' is, well, just that - talk. read more

This place is worthless and their service is terrible, they will just tell you to call Comcast if you have any real problems that need to be resolved or they will offer to swap out your router other then That they're worthless. Just close the store there's no point. read more

If you can tell your experience will not be good by how they call your name. When returning expensive equipment (such as modem) and you ask for a receipt and its perceived as an unusual demand. When you ask to review your account and you are called with: "didn't you want to review your account?" When a customer says "is there anything new out here" and the response from a rep is "not really, same stuff." When sales reps. start to talk loudly as if there are no customers around, (even if it was only a couple) dropping boxes and making casual statements such as: "it was a crazy day, nothing we can do ... they already cancelled the service and they asked for a receipt"; "if you get these emails just delete them or ignore them" Well, that's when you hope the "undercover boss" show visits the Xfinity Store in Saratoga, California. On the positive side, it was the end of the day, few people were around and the store has some good stuff. The bad experience also opened my appetite and served as a "teaching moment" for my 17-year old son: do not take less than good service from a company that you pay thousands of dollars a year in service. read more

Seriously on a Saturday there is only one person helping customers. Not impressed at all, I was goong to sign up for Internet but after waiting 30 monutes just to return our old equipment....I'm over it read more

Xfinity Store in Saratoga is new remodeled store. Great service and team. Stop by and check it out. read more

Xfinity Store By Comcast - Internet Service Providers Near Me - San Jose, California

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went to change plan and they gave me the wrong plan at a much higher price ... had to drive back to the store to correct their mistake

Horrible horrible service there's no customers in the store and the employees are playing with their thumbs not asking if you need help. I see why everyone is leaving. read more

Review for the in store staff, I no longer use Comcast I don't enjoy the company itself or the Internet service. This employee at the front computer was great. I walked in and told him I just wanted to discontinue my service, and literally 2 minutes later it was done. I am so incredibly relieved, especially since every phone call I have EVER had with this company has been terribly unpleasant and regrettable. I have had to block a couple numbers before one of the mindless call jockeys decided to listen to me and take my number off their promotional up-selling list. Either way, the encounter in person ended well. Thank you cool guy who probably deals with a lot of really upset folks. You are a gem of the service industry, and your company should appreciate you. read more