This is fourth yelp. Problem with returning unauthorized activation of a mobile phone. To continue from last yelp, I went into FedEx with a return ticket number, which ticket number is wrong. I repeated the number to the agent that provided me with it and it was correct. I arbitrarily sent the phone to the local Comcast on River St. I'm now on the phone again with Xfinity and was told the process was incorrect. I've spent countless frustrated hours to no avail. Each and every time that I speak with a X rep, the info is different. If you have any other choice, use a different carrier. This company has been difficult to deal with since 2009. It's been one thing or another. I'm a senior. If I am not successful in this conversation, I will have no other choice but to enlist Senior Legal Advisers and/or small claims court to pursue this crooked company. read more

I walked in and immediately I was greeted by Tyler. He answered all my questions, went above and beyond and was very precise when it came to listening to my needs. Tyler made my shopping ordeal pleasant. I was blessed today by Tyler and I look forward to coming back because he was awesome! read more

Had to leave this place after waiting half an hour and not being helped. I saw about 3 to 4 employees at all times without doing anything while me and some other costumers were waiting. Just makes me want to change company all together. read more

This place is just so bad. I just avoid this place, and when I do have to come here (maybe extremely bad luck multiple times) the customer service reps are just so unhelpful, deceitful, and argumentative. I've had reps straight lie to me about what service plans are available me at my home for internet. They try to con you into package and will lie to you face despite finding out before and after that I can indeed get the plan I want. They tell you need this and that blah blah blah. And when you politely show them that they are incorrect with proof (from the Comcast website etc.) they will tell some other bs. "Ya well..." I get the run around every time. I've had to cancel my service and reacquire service just to get advertised rates. Waste of everyone's time. Only Company who does this stuff. I give this place 0 Stars. Google fiber can't come soon enough. This location used to be very helpful and service oriented, but now it feels like a used car sales lot. In fact, that's unfair to used car sales lots. Edit: I forgot to mention. This place has more than a few employees in there. I come in and there's just one other customer, and I have to sit for 20 minutes before some dude with a bad attitude come out from the back to greet me. What are all the other employees doing? What's up with management? Whomever was running this place a couple years ago may have more equipped. read more

I used to like Comcast, but since they decided to go for greed and high prices, I am reluctantly saying they suck. I cannot find help with semi-frequent outages on my 125.00+ per month service fees For TV. Bummer Plus frustration. read more

Great team, Store is clean and beautiful. People who work are really nice and polite. Store manager was in the front great and checking people in. read more

Xfinity Store by Comcast - Lobby - Internet Service Providers Near Me - Santa Cruz, California

This review is for Xfinity 1 800 for new service representative - not this specific store. Called to find the differences between two plan to see which one are better. The rep did not know what plans they post online. The son of bitch hung up on me after I told him I was not plan to signup right away. read more

I wish it was possible to give this office 0 stars. The lack of service is incredible. I guess if you have a monopoly then you can get away with treating your customers poorly. Last week I went into the office and there were at least 8 visible employees and only one customer besides myself. I was in a hurry and approached and employee to explain that I needed to drop off equipment. She had me check into an iPad to get a number and wait my turn. WAIT MY TURN? There were 8 employees and one customer. Many employees were chatting with each other, wandering around, and not really doing anything. I waited for about 10 minutes and finally it was my turn. The associate who helped me met me with arrogance, contempt and an all around bad attitude. I explained that I was running behind and needed to make this quick. His replies were all condescending and rude. He wasn't able to help solve a simple problem with Comcast shipping me unnecessary equipment and I was late so I decided to leave. On my way out I asked an associate for the manger's business card. One of the guys who was sitting around talking, reluctantly gave me his card revealing that he was the assistant manager. Shocking but not to be unexpected that he is setting such a great example. The next day I emailed him and asked for the store managers contact information. He told me that he was the manager and offered no help. I have emailed him three times since and received no reply. read more

Terrible customer service. If Comcast fired half of their staff in the Santa Cruz Xfinity store, it would have no negative effect on the customer experience. Then there is the issue of Comcast's extortionist pricing practices, also known as the monthly bill. There is virtually no inflation in our country, but Comcast somehow finds a need to ratchet customers' bills up endlessly. It's s semi-criminal operation, top to bottom. read more

Just had the most pleasant wifi/phone store experience with Tyler. Usually i feel like coming to wifi/phone stores takes hours and a drag but I sat down and less than five minutes later I was helped by Tyler and I walked out of there 5 more minutes later with a great new deal that Tyler helped me with at a much better deal than I was expecting. read more

Expect to wait a long time! I've been here at hour and only at #13 2 customer service representatives on duty . 28 people waiting. read more

Xfinity Store by Comcast - Internet Service Providers Near Me - Santa Cruz, California

They moved to a big fancy waiting room and now we have a huge room of people waiting for over 30 minutes to pay our bill. The old office was small, convenient and quick service. It's a shame they have a monopoly on high speed Internet because I'd go elsewhere. read more

Xfinity Store by Comcast - All these people waiting just to pay their bill. - Internet Service Providers Near Me - Santa Cruz, California

Over a month for them to fix an issue with an outdoor connector. They also replaced the box, but the service person could not take the box in, so i had to drive it to the River St shop. Staff in the shop wearing a mask with an exhalation valve which spews germs directly on to the customer. These are not safe masks and puts all Comcast customers at risk. I alerted the manager, Steven Yetter and he would not address the issue and said he is in full compliance. Please report further violations to the police tip line at 831-454-7747. read more

Internet went out during the Covid-19 pandemic. Comcast/Xfinity doesn't answer their phone, after a long recording, a computer resets your modem. This drops the phone call. Tried their website, you "chat" with a computer who re-sets your modem. Drove to the store, due to the pandemic they won't send techs on service calls, I had to rent one of their modems. Worked for 3 days then broke. Next modem didn't work, third trip they gave me another modem, said don't bridge it. Got tired of paying more for less service and bought my own modem so I could use my router, took 2 more visits to the store to get it up and running. Their idea of social distancing means making customers come to store in person. Xfinity is the only internet provider in my area. :( read more

This review is for two Comcast services. ***** 5 stars for the Xfinity store personnel, polite, courteous and professional handling your issue/s. If you box fails just take it back to the Xfinity store for an exchange. Do NOT call customer support! ** 2 Stars for Comcast TV set top boxes. In the past 2 years I have gone through 5 boxes that fail on their own - No signal. Last equipment exchange had me going back-and-forth to the Xfinity store three times. First replacement remote wouldn't pair. Second box took three tries before it recognized my phone number, then it went into a loop from loading apps back to select language. Luckily I made it back before store closing. Greeter recognized me with "Oh no you're back" and took me directly to a "consultant/clerk" who did an immediate exchange. - minus 5 stars for Comcast tech support. You'll get someone in the Philippines (20 something clueless yo) who reads from scripted troubleshooting notes. He/she will ask you to do useless things - check/replace cable, power box down, swap TV HDMI ports - when you know your hardware is good and the Comcast box is defective. First, they start off wasting your time by verifying your account info: name, addy, phone number, username, etc. Then it's blah-blah-blah let me waste 30 minutes of your time so you can hang up. Bottom line the signal is always on the cable line, the box doesn't see it. Just take your defective box and replace it with one from the store. You do have to use the new remote as it paired to the new box. BTW, I'm dropping Comcast TV services when my 2 year contract expires and going to HULU. I'm tired of paying over a hundred bucks a month for 225 channels I don't watch. read more

Some very dishonest people working at this store. Summary: They lied about a policy to get an extra commission, and I got charged an additional $70 for it. Here's the story if you're interested: Had some time left on my contract when I moved, so I came in to this store with new tenant to transfer my account to their name-- this was what the 800 number told me was necessary to avoid paying early termination fee. At the counter, the rep said it wasn't possible to **transfer** the account (just checked again with 800 number, this was a lie). They told the new tenant they would need to set up a new account, pay $20/mo more than I was (a lie, they could have transferred the account and the new tenant could have paid the same rate). They said if we did this, they would waive my early termination fee. Neither of us knew any better, we figured employees knew the policy better than us, so we agreed. Two weeks later, I got charged a $70 early termination fee. When I called the 800 number, this is what they explained: Instead of transferring my account (which they could have done without a problem), the store employees lied and told us it wasn't possible so the new tenant would HAVE to sign up for a new account-- this is the only way they could make a commission off the transaction. But because they did this, my account is "ineligible" for a fee waiver as it was cancelled, not transferred. When I explained that two Comcast store employees promised the waiver, they told me unless I had a recording of the conversation (!!!), I was out of luck. TL/DR; this store's employees lied about policy to make a commission, promised to waive my $70 fee, lied and never did. In addition, the new tenant is forced to pay $20/mo more than I was for the same service. This is despicable and why Comcast is the most-hated company in America. read more

Peep this: They don't take reservations but you can get on the list by walking in the store and signing in at the iPad Podium. They'll text you when you're next in line. Wait is approximately 20 minutes weekdays. My neighbor Linda works here and she is very nice. Lily is another staffer there who does fantastic customer service. Wow, It's so convenient that we have a cable store here to take care of our pressing entertainment matters. A lot of people pop-off about Comcast this and Comcast that but in my experience it's been damn good. Use cruzio or DSLWest if you want to go with a local independent company though. They're both great too. read more

I just had a great experience with Elias at the Xfinity store in Santa Cruz. I went in to review our current TV and internet plans. Elias was very professional and helpful and ended up providing us with a better plan with more services at a reduced rate. I'm impressed with the new services that are now available since I was last in a little over a year ago. I didn't have to wait long to receive assistance and everyone in the store was very friendly and helpful. In and out in about half an hour. Thank you Elias and the rest of the Santa Cruz Xfinity staff! read more

Only getting a 2 star because the manager was nice! The greeter at the store was very rude and I believe he was racist against white people! They kept trying to sell me a mobile plan when all I wanted to do was exchange my cable box and keep my bill the same! The guy tried to raise my bill and then when I asked about it he got angry, eventually he grabbed the manager and he helped me out. A quick visit turned to an hour and a half visit! No box exchange also. Ps don't try calling xfinity customer service, they're even worse! read more

So I'm going to start by saying comcast doesn't have the best track record when it comes to helping me out. However, I went in to the store today and Noah was fantastic! He helped me quickly, efficiently with a smile on his face the whole time!! I hope management sees this because he's fantastic and deserves a raise! read more

Worst ever cell service! VM showed up days after left, didn't get text messages. We saved money, but customer service is horrible, three attempts to change our address with no success. Had all I could take, but trying to leave was even harder, The customer service people barely speak english and apparently trying to change our address is nearly impossible. Do yourself a favor, use another carrier. read more

This review is for Santa Cruz River St. store. If you have to spend your Friday night in a Comcast Xfinity store, this is the one for you. Sure there are no drinks, and dancing is optional, but we seriously had so much fun chatting to Wayne and Stacy as they helped us with a multitude of issues (from switching accounts, to upgrading service, etc.) Their office was having some technical issues, so trying to navigate those was a little challenging, but both Wayne and Stacey were patient and as helpful as they could be. They eventually found a workaround to one problem after calling the Comcast Grand Poobah and the remaining changes went smoothly. Let me tell you about Wayne and Stacy. They're a great team. If you're a business owner or employer, these are the kind of folks you want to be customer facing, particularly in a high-stress DMV-like atmosphere, which is typical of most Comcast offices. They are polite and personable, and very respectful of the company they work for. One thing I hate is when employees suck up to the customer by bashing their employer. Both Wayne and Stacy were respectful at the same time admitting Comcast was having tech difficulties and we may not get everything done that needed to be done in one visit. They both seemed to enjoy working for Comcast and it was very obvious they enjoyed helping customers. Why was it so fun? Because for the time we were there trying to overcome the technical challenges, they joked and laughed with us. They listened to not only our Comcast woes, but also our triumphs and because I'm about 140 years older, and I remember the olden golden days of Comcast, when if your bill was over $25 with HBO you pretty much went into apoplexy, they were suitably awed and I felt like Mark Twain skipping stones by the river with an attentive audience. I am dismayed to see so many negative ratings though. Like I said, Comcast is like DMV, you're going to have to wait a long time in line (there was no one there when we got there, so Friday night is all right baby!). The best thing about Comcast NOT being DMV, is you don't have to take an ugly picture that sticks with you for years. So next Friday night, pick up your date, make yourself pretty, and haul yourself down to Comcast and have a good time...then go home and watch Frasier all night long. read more

If I could set this to zero stars I would. Bought new service from Xfinity, totally unable to set it up or make it work I've been to the store repeatedly but they aren't helpful. And Xfinity's online services are complicated, non-responsive and ineffective. You should use any other service provider you can find in your area at any cost read more

Zachary Cunningham was a phenomenal technician who came out and helped us with our internet. He stayed for over an hour and a half and pledged to come back the next day to get everything solved. Great service, kind guy and a serious dedication to your customer base! He even hurt his lip when crawling behind the house to get to our cable box and was STILL dedicated to fixing my internet! Man, this guy is the real deal. He mentioned he's based out of Comcast in Scott's Valley. They're lucky to have him! read more

Terrible experience! The guy at front named Louie explained how I could not share devices a cross 2 addresses! Fair! Sure! But then when I asked him how to set up 2 accounts (what he said was needed) he referred me to the new address location to help me! OK! Fair ? Maybe ? Next I wanted to know some pricing of the different plans and what it would be locally (at old address) if I removed some devices and services and what the new plan would be - basically - what the best way dollar wise to have 2 plans ? He said - other location would know that! I asked what about changes to local address here ? Oh they will know that too - he says!!!! Don't you have the info here too ? Well - yes - do but I would have to look it up and everything ? Everything ? Really ? Let me ask yelp! read more

My husband went for a new phone tonight. They were helpful with that. However, my husband had to set up the new phone. It's Xfinity's job to set it up while he's there. Not my husband's. read more

The people working for this Xfinity store were fantastic. We were able to return our equipment efficiently and promptly. No questions asked, or upselling. If I could afford Xfinity's services, I would certainly come back in the future. read more

Terrible Service! The reps don't know what they are doing and waste your time. They send you to pickup equipment at the store, but there's no inventory and they don't have the modems in stock! Then your stuck having to re-hookup the old crap again. read more

Jose was great! He made my sign up easy and breezy! I wanted to stay under a certain amount and he was able to do that for my bundle of internet and tv. (Other than taxes ). But that's not his fault. Great customer service, I will be returning again :) read more

Comcast only tries to upsell. and never listens to what you say to them. And are even abusive. I am a 15 yr customer. And even their loyalty department doesn't care if I stay. Which makes zero sense when Netflix is $7.99 month. It's even hard to cancel comcast. They also blatantly lie. The promos are just to sucker you in to pay more. I've been told over and over they don't care if I stay as a customer. So I bought a Roku streaming device and I can see free tv now! I refuse to give this company my business anymore. Online in the chat box? On the phone and in the Santa Cruz store... they have made me feel horrible to the point of feeling sick. NO lowering of my bill per month could make me stay. If it is free I would not stay. It is an abusive relationship. read more

I honestly don't even know where to start. This was the most horrible experience I have ever had, possibly with any company EVER. I forgave them for what they did at first but the lack of follow-through, customer service and service recovery that occurred after their mistake was LAUGHABLE. I walked out of there after wasting so much time (that I do not have) and stress over THEIR MISTAKE and at the end of the day I feel like they honestly don't really give a crap. They're attitude is a weak, half-ass "sorry (straight face, no emotion), there's nothing else I can do." Well gee, thanks. I feel SUPER important (eye roll). Okay so FIRST, I went in to start a brand new cell phone service with Xfinity because I wanted to leave Verizon and find a cheaper alternative. The sales associate Anthony was very nice and friendly and at first I felt very welcomed and was happy with the service I was being provided. Then after buying a phone and switching service (and thank goodness I even noticed while I was still there), but terms out that they switched the wrong service and instead of switching my account, they switched my HUSBANDS verizon account over. So I was holding my brand new phone with my husbands phone number (so technically it was now my husbands phone...??) This was a crazy, convoluted scenario and I won't get into the minor details. But I was told that "there was nothing they could do, that change was irreversible." WHAT?? So I had to give my new sim card to my husband on his old phone and now I guess my husband was forced to switch to xfinity from verizon and me who wanted to, who has a new phone, now has a new phone that has no SIM card and no use. SO...then after that catastrophe, they say "well we'll just now switch the correct account over and give you the new SIM card for your new phone, no problem." Ok fine. Lets just do the damn thing already. Oh wait... Problem AGAIN. Now their system "freezes" and their computer will not allow them to add another line to my new account (HUH??). Anthony, very apologetic at this point, tries calling someone in "higher management" who can supposedly fix the problem and is UNABLE TO GET THROUGH TO ANYONE. We wait and wait and wait for another HOUR and this on top of the already TWO hours I was already there to begin with. I Say "this is taking too long." I have a cranky baby in my arms with no food. I have to Leave. I was promised I would hear back. Anthony gives me his "personal cell phone number" (because oh yes, just in case you want to know, there is NO WAY of calling anyone at the store because there is no store number. ALL CALLS are directed to their central 1-800-number... ALL of them.) Anthony doesn't get my calls.... or texts. I get an email from him the next day... "Sorry Sommer my cell phone got stolen... we are working on the problem." I go in with my kids the THREE DAYS LATER (because I worked the next two days). They have made NO headway. They have not been able to get ahold of ANYONE in upper management to escalate my problem too (In THREE days??? RED FLAG number 100 at this point). Anthony again says he'll talk to management at the store and maybe they can have better luck (he hasn't done this already????) I get a call from Antony later that afternoon: "Hey Sommer, so it looks like we are going to be able to resolve this problem today. I don't want you to have to drive all the way down here again so I'll call you before I get off work, I get off at 5, and maybe I can just bring the SIM card to you.) *Turns out he lives really close to me* "SURE!" I say. That would be great. I'm stilllllllll at this point, reluctantly happy. After all, this was annoying but Anthony is a human and we all make mistakes, right?? 6pm comes and goes. 7pm comes and goes. I keep checking my phone. No call from Anthony. I check my email. No email. I feel now that Ive been lied to. After all of this, you didn't have the decency to update me before you left work if you weren't going to be able to meet up with me and bring me the SIM card???? After all I've been through already?? WOW. Now I'm actually getting PISSED. NEXT DAY.... Drive to the store AGAIN. Super nice dude in the store has no idea what i'm talking about but I tell him the entire convoluted story and he say's he's going to try his best to help me the best he can. He talks to who he has to talk to, he makes all the calls he can. NO ONE CAN HELP apparently. He talks to the manager. I guess my account has been "locked" because THEY ran too many credit checks on me and its been flagged for possible fraudulent activity. (huh?) So the manager tells me "I'm sorry, there's a THIRTY DAY (yes 30 day) "buffer" time or whatever that this problem has to be resolved. It "might" get fixed before then but it may not and there is just "nothing else we can do." So now I have a new phone from them that I paid $800 for and I guess "maybe" I can use it in 30 days. AWESOME. read more

The bill was getting out of hand. $241 for a month of cable and internet. Time for a haircut. Called Comcast . . er . . Xfinity. Changed plan to Internet only with a VOIP phone. $69.95. We already have the fastest Internet they offer (not business), but it was only eeking out 13 maybe 14 mbps on the down side. Sometimes it would drop to under 1 mbps on speedtest.net. Something needed to be done. What do I do? Who do I turn to? Well, "the guy" on the phone said it was an old modem. Less than 2 years old. Maybe "old" in fruit fly years. OK, I'm a sucker for "new" technology. Send it. Shows up, installs easily and . . . still under 20 mbps on the down. Even ethernet cabled it directly. Nope. Did the speedtest on my sons Macbook Pro (it previously registered around 28 mbps on the down). Holy bandwidth Batman! Rapped it out to just over 150 mbps! Yes, 150 mbps. Okay, you win this one Comcast Guy. But what about the other computers that were still dragging along? So, through my keen deductive reason, I deduced that part of the problem was at the computer end of the bandwidth chain. Did a little research and ended up buying one of these off of Amazon Prime for $60 http://www.amazon.com/gp/product/B00VEEBOPG?psc=1&redirect=true&ref_=oh_aui_detailpage_o01_s00 Description: Alfa Long-Range Dual-Band AC1200 Wireless USB 3.0 Wi-Fi Adapter w/2x 5dBi External Antennas - 2.4GHz 300Mbps/5GHz 867Mbps - 802.11ac & A, B, G, N 2 days later it shows up my doorstep. Hooked it up to my Windows 10 box. Didn't use the packaged drivers, following what everyone said in the comments area for the product. Just plugged it in. Powered it up and . . . BAM! 150+ mbps! Oh yeah. Upload is around 12 mbps. Sweet. I'm in streaming heaven. read more

One of the worst businesses I've ever had to deal with. Extremely long lines at their counter. Surly unfriendly personnel. Comcast has lied to me on numerous occasions and sold me Services I subsequently found they could not provide the my area yet still were billing me. I will never do business with Comcast again under any circumstances. read more

I waited 45 minutes because Comcast's new system for their new Xfinity stores is like a living phone tree from hell. I was told by the manager "We just opened. We're still working out the kinks". Huh. I'm from out of town and we've had the new store and system in our town for a year. It's this bad in our store a year later so "working out the kinks" will waste your time for a long time to come. The system is flawed. Greatly. read more

the sales person at this store; Peso was fantastic, he went above and beyond to make sure my purchase went through smoothly and promptly. thank you Peso! read more

This is regarding our inability to get the KGO San Francisco local news in Santa Cruz via Comcast. KSBW news is totally unprofessional and dull. I can't watch Dan Green and Erin Clark for more than a few seconds. Doesn't the Monterey Bay Area deserve professional, presentable newscasters who cover something besides the latest murder in Salinas? Please- can't we get the great KGO local news back?? Santa Cruz is treated like 2nd class citizens. As soon as the KSBW news comes on I switch to PBS. read more

This place is an absolute joke. So unprofessional. We had an appointment to switch our phones. We waited 20 minutes before ever getting to the front of the line and then were told we needed to check in at the front desk but they didn't realize they didn't have anyone at the front desk. Then informed us it would be another 30 minute wait. When I told the salesperson I felt it was unprofessional he just shrugged his shoulders indifferently. We quickly made an appointment at the Saratoga store and left. SC Xfinity clearly strives to be mediocre. read more

Can't get the phone # of the local store after about 6 calls and it's almost impossible to get a live agent. Super frustrating!!!

Very misleading advertising. Internet showed Xfinity offering their triple play package for $79.99 a month. When I got down to the Santa Cruz store I was told that price was only good for San Jose not Santa Cruz. By the time service rep put my basic package together along with the extras(you have to pay extra for HD and a monthly rental fee on the box) my price was $167.00 a month!!!! That's a far cry from their advertised internet price. read more

I've spoken with customer service 3 times recently about changing my plan. Interesting fact: the reps were located in Jamaica, Central America, and the Philippines. On one call I was transferred to each destination as they passed me along for clarification of my request. All this took over an hour. I have cancelled their TV service and I'm only using the Internet connection they provide. I think I'm going to like it a lot better. read more