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January 2025 by Carey Catledge Lund
Waited over an hour. With no apology.
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December 2024 by Dom Hoskins
I came in here to close an account I no longer needed from a former work location. I was on a time crunch so I needed to just get this completed quickly. Rather than just fulfill my simple request, their employee Valentino (in a quest to secure whatever incentives they receive for new activations) kept me there under the guise of “helping me out” (his words) and moving my service to my home… where I already had service. Long story short, his stroke of brilliance resulted in me getting double charged for one month, then my billing being messed up, and my service subsequently being turned off at home. I went back in when I first realized things had gotten thrown off, and Valentino resorted to gaslighting me and telling me it was stuff I’d asked for and that he was only trying to help me out of the kindness of his heart. I asked for resolution with billing and he said he has no control over it has his store! So he had control over messing up everything, but not fixing it… So now I’m currently dealing with Xfinity customer service to fix everything this exhausting kid messed up. Don’t go there if you can help it, but if you HAVE to, avoid Valentino.
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December 2024 by Latif Hamlani
I’m really grateful to come in to this store out of any other location. ANTHONY is the rep you are looking for. Switched me over from AT&T and showed us what good customer service looks like. I am driving out of my way again just to see him. Tell your friends and family. When you come in ask for the infamous Anthony Perez .
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December 2024 by Melissa Lind
Brianna W at this store deserves a promotion & raise! she helped us fix a long term problem- she was the only one over the past year that had a solution. She was very patient and kind in working with my 84 yr old mother in law. we got a new and better plan and added a cell phone onto our bundle. she is extremely smart, has incredible customer service and Im grateful that we know know who to go to for anything xfinity.
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November 2024 by Kris Pearson
Just wanted to say that there are some great people working here!
Omar really too his time and helped me through my phone issues. Spent a lot of his time working with phone tech support to get my phone back on the network.
Brianna was also amazing a couple weeks prior. She helped with a busted phone issue and in 30 minutes I was good to go.
Great folks here!
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November 2024 by Hisham Zawil
I was helped by Brianna at this store as well as the store in Walnut Creek. The pinnacle of customer service and support. Really amazing work and If you are there, ask for her. Thank you for everything.
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September 2024 by J S
Not the best customer service
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September 2024 by Karissa Cherry
They have no phone to call ahead to check inventory and apparently aren’t even sure when shipments will come in. Was told to go to Dublin because they should have the router upgrade I need and that store was out of stock too. Wasted my time
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September 2024 by Mandeep Arora
Fire Davian and the blonde young girl(sorry I don’t know th name with hazy eyes)
Usually I don’t write reviews if at all I write I always write positive feedback. But this one I want to take this opportunity, your staff Davian and a blonde young girl needs to be fired .. I was there right on dot 7 PM and doors were still open and there were at least 2 customers inside, I just want to drop off an equipment, they could’ve just accept as part of customer experience or they should guide me properly to drop off to UPS next door, they behaved so illiterate and unprofessional and mannerless.. Sergio is the one who knows how to run the business.. Me being a business owner I would never tolerate this complaint from my customers you should trained them or fire them.. to build a better reputation, they were almost so close to me like they were about to push me out of the store..Fix it..
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August 2024 by Ryan LaBuff
Valentino was an absolute chad
The whole process took 15min, he was personable, efficient, and set me up with what I needed and helped me knock a few bucks off the price which was greatly appreciated. Better than any other comcast in store experience ive had to date by a significant margin. Hopefully corporate will come to understand this should be the gold standard.
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August 2024 by Joubin Sheed
This is quite a frustrating matter and no resolution has been reached 😡😡. I purchased a phone from Xfinity (iPhone 15 pro) with a deal which required me to trade in my previous phone (iPhone XR) and I would in return get $500 off of the 15 pro. While at the store the person I was working with asked if I wanted to add a protection plan of $15 monthly which would basically be AppleCare+. I allowed this and went ahead and got this deal. After about 2 months I noticed that they were charging me an extra $60 monthly, and after a lot of arguing they took off this charge for the future however the first 2 months i had to pay with no refund. If that was all then sure whatever I could live but no. They are now charging me around $42 monthly for my phone which is alot higher then what I was told at the store. Now today a new issue has come up and I am very fed up, i went to the Apple Store as my back glass had been broken so I wanted to replace. Keep in mind I had been told I have AppleCare from xfinty so it should only be about $30 to replace the back but no the Apple Store said I don’t have AppleCare and never did on this phone?? After calculating costs I now realize that Xfinity is charging me monthly the full amount for this phone ($42) and not even giving me the AppleCare+ which they had told me I was given. So now I’m out an iPhone XR due to a trade in where I wasn’t given the promotion, then was also lied about the AppleCare+, and charged an extra $120 in random billing during the first 2 months?? And now on top of all of this it will cost me $160 to replace the back glass of this phone which should only be $30. The agents at this store are the exact opposite of helpful and just try to kick you out with no help, “oh call customer support they can help with that” I asked them to call support in the store so the whole problem can be solved in store. “Sorry we are unable to because there’s a lot of customers in the store right now” IM A PAYING CUSTOMER TOO?? No respect and 0 help stay away.
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July 2024 by Nick Jeakins
The San Ramon location is what is known in the Xfinity world as a "Branded" store and as such does not offer the full suite of services available at the "Corporate" stores such as those located in Concord & Dublin. This can be extremely inconvenient and can lead to a very confusing and nonsensical customer experience. I booked an appointment this morning to return an xFi pod that I had purchased online and was told that they could not handle this and that I had to call Xfinity support and leave a call back number and to have them email me a shipping label to return the pod via UPS or FedEx. When the Xfinity support person called back they said to take it back to the store as this was a safer and more efficient return method. I explained that I had just left the store and asked if he would remain on the line while I walked back in. They still insisted they couldn't help because they were a "Branded" location. Even the Xfinity person on the phone was very surprised because the store could see my account and the transaction to purchase the pod, and by the way "I see you've been a customer for many years", and this made no sense. Of course being Xfinity it's very difficult to talk to a person to explain precisely why you've booked the appointment before you actually show up. I will just continue to drive to the Concord location, as I've always done up until today, should I need to visit an Xfinity store again.
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July 2024 by Abraham Hernandez
I had really long conversation with Xfinity over the phone trying to troubleshoot a Pod to extend my wifi service at home. Their troubleshooting skills are limited and customer service recommended to walk into an Xfinity retail store for a device swap as we determined the Pod was defective. Walking into the store Josh, Athena and Drew greeted me very respectfully and understood my concerns. With no hesitation they got straight to the point and apologized for any inconvenience in little to no time they exchanged my device and had me out the door like a happy customer should be. These three employees working together is the perfect trifecta. 10/10 customer satisfaction
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July 2024 by Andy Zou
Staff is incompetent when i went to pick up a self install kit. Kept me there for 30 min to try to sell me on Xfinity Mobile (no thanks, after reading the other reviews here about poor service). Did not give me the internet cable and I had to go back another time.
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July 2024 by Leslie Williams
My experience started good but ended bad. It was obvious they were only being nice to me so I would sign up for Phone, internet and TV. I had problems with my new phone as soon as I opened it. I explained to the sales person that my husband passed away and I was setting these services up alone for the first time in my life and am not a tech person. these young men and woman in these stores who are born hard wired for technology can not understand that someone of the age 60 might need additional help. My phone has horrible service, I asked for help several times and nobody will help me. I would have never picked Xfinity, I had to use them because they put the infrastructure into the community I live in and all other providers would have cost additional fees. I had to do my own research to find out my new home is in a dead zone and I needed to purchase a reception booster. Very disappointed and will never recommend the San Ramon location.
