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January 2026 by yaw jamfi
Customer service was good
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January 2026 by Zoraida Vargas
My husband visited your store to return old equipment and, at first glance, the experience appeared promising. The greeter was polite, and the store itself was clean and well organized—setting reasonable expectations for a professional interaction.
Unfortunately, those expectations were quickly dismantled once my husband reached the customer service counter and was assisted by Abdul Wali A.
After placing the equipment on the counter, the CSR asked for the phone number on the account and then struggled to locate it. When my husband attempted to assist in resolving the issue, Abdul Wali A abruptly told him to “wait,” using a tone more appropriate for reprimanding a child than addressing a paying customer.
Without further explanation, he took the equipment and disappeared. He later returned with a receipt, stated “rate me a 10,” and walked away—again—without offering any clarification, professionalism, or basic courtesy.
The entire interaction was rude, dismissive, and thoroughly unprofessional. Being asked to give a perfect rating after such behavior was not only inappropriate but frankly outrageous.
If this is the level of customer service currently being accepted, management and training should be seriously reevaluated. Quite honestly, hire me as the store manager, and I can assure you the store would be maintained in tip-top shape, with staff who understand professionalism and respect for customers.
P.S., we are taking our business to Frontier
Sincerely,
A Very Unimpressed Customer
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January 2026 by Carrie Ann Tremblay
O stars Extremely poor customer service
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January 2026 by Michael McLaughlin
Went in there to pick up a online order and I had to check in and dude told me 30-45 min wait that is absurd to pick up something and then watched one employee just walking around while people were sitting there waiting it was insane to me on top of that there were people laying down across the seats one person sleeping shoes off I couldn't believe it unfortunately my building only has hardwired Xfinity Service so I'm forced to use you guys a service but trust me if I had a choice I would be using different service just the experience in the store was such a turn off I think it's completely unnecessary to have some dude standing at the door when you walk in with a tablet just signing people in he should be able to help people with their pickups and returns as well as checking people in
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December 2025 by Robbie Sambat
Exceptionally long wait with no customer service interaction just so I can return equipment. I realize people can be busy but there are ways of acknowledging customers.
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October 2025 by Destiny Lopez
Too many hidden fees, too pushy, automated services suck… I was told there was self service, recieved the box, found out there wasn’t a connection and was forced to use a technician, and only had the stuff for 1 day! Yet still was charged 50+25 dollars for returning the equipment… CRAZY
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October 2025 by John McElligott
Dani the assistant store manager is beyond professional, knowledgeable and very thorough in getting my needs taken care of quickly and efficiently.
When you go there it is worth the wait to have her customer service
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October 2025 by Nepenthes Spectabilis
If I could give zero stars, I would. I booked an appointment for 10:00 to replace my old, beat-up iPhone 14—something I’ve been meaning to do for a while. When I pulled up, I was shocked to see at least ten people already lined up at the door before the place even opened. There’s no way all of them had appointments, especially since I tried to book two appointments—one for myself and one for my wife—at the exact same time, and the system wouldn’t even allow it.
Once they finally let us in, there were three employees trying to handle a crowd of straggly-looking customers. After waiting and finally being called, they couldn’t even get my business account to pull up properly on their tablets. And to make things even worse, one of the employees actually harassed me for “cutting the line,” when in reality I was just there for the appointment I had booked days before.
The whole experience left me feeling disrespected, ignored, and like my time didn’t matter to them at all. This wasn’t just a small inconvenience—it’s unacceptable treatment, especially when I’m trusting them with both my phone and internet business accounts. I won’t be coming back, and I’m actively looking for a provider that values quality of service and respects the customers who actually make appointments, instead of treating us like numbers in a crowd.
I left with a bitter taste in my mouth and no new phone.
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September 2025 by Jason Nizielski
If I could give zero stars I would cuz this place sucks
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September 2025 by Kayla Adams
My husband walked in to buy a new phone since his old phone got lost as we were traveling and the representative named Tyesha was incredibly rude and off putting. Her tone was loud and aggressive as she told my husband that he physically could not be in the store or she would lose her job for helping him buy a phone because the account is under his father‘s, who does not live in the same state as us and physically could not be in the store with us. My husband simply ask questions Stating if it was possible for him to call his father so that he could get the permission over the phone and the representative reluctantly agreed to it, and then told both my husband and his father that my husband could not buy a phone in store. She then stated that it was his problem to work through and would have to call Xfinity customer service Which we had already done and they had directed us to go in store. This has been a completely roundabout experience, I would never recommend Xfinity to anyone and their customer service needs to be improved massively if they wanna keep any type of customers in there phone services.
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September 2025 by Hemi Dodge0775
Walked in with mobile phone issues Todd was a tremendous help I will definitely return to this store location in the future.
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August 2025 by D Elliott
The store is excellent and the associates are very helpful. I left Xfinity though. Not because of the store but because of corporate.
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August 2025 by Levanella S
Structured and policy driven. Staff communicates well and acknowledges customers as they enter the premises.
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July 2025 by Yaya Meme
The best store they have by far with the least employees Leona(I hope I spelt that right) and Dani are amazing!!!!! Please be nice to them because they deserve it and if they can’t do it no one probably can. The West Hartford store had so many people and they were so uninterested in taking the time to help me with activating my phone as it wasn’t easy. I almost walked away from my service with Xfinity today and the Plainville store made sure I didn’t.
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April 2025 by Breanna Cook
The employees were all nice but we've had to run in circles to get things taken care of. We went in to transfer our cells from Verizon and we were told that we could do trade ins on both of our phones. The associate helping us, Donald, did my husband's first no problem then when he went to do mine, for some reason it wouldn't work. I needed a new phone more so we decided to cancel my husband's trade in and just do mine. After being there for 2 hours, he couldn't figure out how to finalize it so he sent us home with the new phone which I couldn't use yet and they didn't reimburse us the over $200 charge from my husband's trade in. This was November 2024 and now it's April 2025 and we still haven't been reimbursed. We had to go back multiple times to finalize my trade in even though it was never actually done. Xfinity mailed us my old phone back saying it didn't meet criteria so now we're paying for a new phone that we never necessarily wanted in the first place. My husband did go in to get the reimbursement settled and they ended up just giving us discounts instead which ends up coming out to around $10 less than the owed amount.
I'm also currently dealing with a billing issue from internet services with them. I moved out of state in 2022 and my account was supposed to be transferred into the new tenants name but now 3 years later and they sent a bill to collections under my name. I have been lied to countless times by customer service agents stating it's been taken care of and today I realized an over 100 point decrease on my credit score. I pulled a full report and the only adverse thing on there is the comcast collection bill which shouldn't be on there to begin with. I'm extremely frustrated and will be going to an Xfinity store today to hopefully get this situated. I know many people that have had issues with them. HUGE THANK YOU TO LEONIE. She submitted a request to have the collection disputed (which I've had done countless times from agents over the phone, all requests denied) and I got a text this morning saying it was approved and no further action is needed. I am EXTREMELY relieved that this situation is finally put to rest. I highly recommend seeing Leonie for your xfinity needs, she'll get it done the right way!
