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November 2024 by Mercedes Alvarez
Terrible service, the employees do not care about the customer, and they do not solve the problem, nor do they have a solution, they are unqualified people to be there ? terrible service
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November 2024 by Flutura Abdelhak
This place is awful!!!!! So unprofessional!!!! The gentleman that was helping me was chatting with his coworkers and laughing amongst themselves. He had just received a phone case for his phone and was showing it to his teammates. His focus wasn’t there. I have been working in customer service for over 25 years and I was just shocked at the service!!
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October 2024 by S Gonzales
Got set up on a phone plan at the same time I set up the Internet. There was a special that you could buy a smart watch and receive a credit towards the balance of the watch every month so you would only be paying for the cost of service. It sounded like a great idea, so I agreed and purchased the watch with the phones and plan. I activated them all at the same time. I never received the credit towards the watch. The watch was still showing as not activated even though I was able to use it and call off of it. We went into the store to confirm the watch was activated, they confirmed it. The watch was still showing as inactive. I called several times to get this fixed. It was never fixed. They are still charging me extra every month. I never would have bought the watch if it wasn't for the deal. They will have essentially stolen almost $400 from me.
Update; after several failed attempts to get the issue fixed I finally hit a wall with what should be considered illegal practices. I decided to just pay off the phones and switch carriers. I called to cancel my service. They did not cancel my service. Instead they continued to charge me. I have called back three times to get this fixed. I switched service providers over two months ago and I'm still being charged monthly.
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October 2024 by Nick Thakkar
I am not surprised to see 2.5 stars for this location. I went to the store today at gurnee location. I booked my appointment online specifically to save time. I was seated there for extra half hour and as always employees were enjoying their phones. Now the main issue that I experienced is that I was there to move my services to the new house which is a new construction house. I was told by the Xfinity agent to visit store and schedule moving services due to they need new line installation to move services. At first I got an agent name Jeff that was very very rude at first no greetings at all. While asking me questions before I ask something or answer. the agent will respond with rudeness of “just do what I say”. I was trying to explain that because me and my spouse are working from home it’s hard for both of us to skip a day at work without internet. I was asking agent to put a note or atleast tell me if the services will be transferred the day I have scheduled since it’s a new construction house we don’t want any surprises. The agent responded again with high rudeness “I don’t know”. Well I said can you ask somebody or get help. Again with high rudeness “ Call customer service” Lol if I have to call customer service why I am at this store. I would definitely not be recommending this location since this is not the first worst experience I ever had. I would recommend Vernon hills location if you are expecting professional and skilled services since you are paying high prices.
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October 2024 by Linda Lannon
The store was great. The people were great. It's comcast that sucks! Try to call a human.... it ain't happening. You HAVE to come to the store to get help. That's RIDICULOUS!
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October 2024 by Leaving Reviews
After spending over an hour with customer service about a voicemail issue that was not remedied she suggested I go to the xfinity store.
Upon entering the store the girl at the front desk tried sending me to Best Buy instead of actually listening to me or trying to resolve the problem. After a little discussion she had me sit and wait to see someone who really was no help either telling me months ago voicemail changed. Why were we not notified that you could no longer read voice mails? I also went months without even knowing I had any voicemails.
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October 2024 by Jennifer Torres
Where are they when you need them, they have overcharged me and I have to manage to go to the office in person because the phone is never answered by a real person, only the answering machine that is useless
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October 2024 by Patricia Kamarangu
Do not bother using this company worst company ever that will indirectly charge you hidden fees.I have my Internet services with this company and they convinced me to join their mobile services which I did join on 08/01.Before signing up I specifically asked them for the charges involved and they told me that the monthly service fee would be a flat rate of $60 for my two simcards ,I was never told of activation fees and imagine I even bought cash a second phone from them.Only to find out a bill of $112.87 and when I contacted them they told me it's monthly service fees and activation fees .My God who charges hidden fees without them being disclosed to clients. I preferred disclosing all these charges before signing me up.Gurnee IL.branch style up please!Am very upset and will have my services closed out and move elsewhere.
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September 2024 by Azhar Pasha
My son had no phone connection for about 2 weeks and I was just roaming around in and out to this store but particularly the person Keeno helped me out in some minutes that’s called customer service I give him 5 stars
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September 2024 by Geno Waters
So I went to set up my internet modem to realize they didn't give a coax cable.....which is required to setup and install the thing.....staff was great
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September 2024 by FrozenRemix1
The hold that Xfinity has on the Chicagoland area is truly disgusting. They know that, in terms of pure speed, they are the superior internet service provider. However, their customer service and overall brand is anything but superior. The fact that they obviously know this, allows them to do business the way that they do business.
I have had issues with my internet for MONTHS. Last night was the last straw. While watching a movie, my gateway router decided to “hard reset”. When coming back “online”, none of my devices recognized my gateway. It was as if my gateway no longer existed. According to the Xfinity App (More Garbage) I had internet and was online. I just couldn’t access it. I literally spent over 2 HOURS via chat (BECAUSE TALKING TO A HUMAN ON THE PHONE IS NIGH-IMPOSSIBLE WITH XFINITY) being shuffled around through at least 20 representatives (all from overseas) who provided absolutely no help or insight. Being so fed up, I finally got a hold to a human (overseas) and cancelled my Xfinity Services after almost 10yrs.
I really hate that Xfinity is all that The ChicagoLand Area has to offer for fast internet. I’m setting up a meeting with my property manager tomorrow and begging them to consider Fiber Internet. Xfinity’s practices are unacceptable and they need competent competition to jumpstart them back to a Customer Driven Mindset.
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September 2024 by Istvan Balog
Visited the store with a problem,and a person who looked like the boss(had different cloth) asked for my first name,and said that I'll be called. One hour later,when they wre calling people coming in way after me,I asked another person about it. Turned out that,that AO "boss" didn't register me,but if I had time.I could wait about 20 more minutes for the next available person to help me.
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September 2024 by Connor Atkison
The amount of issues we have had with Xfinity mobile is insane, but this is a post on the customer service of a representative O.C and the manger on 9/31. We were turning off a temp line that was given to us due to an error when porting over a phone from T Mobile. We were told on 8/27 it would be free and that we would get some compensation. O.C refused to acknowledge we had a problem.He proceeded to talk bad about other customers in front of us and got visually upset as more customers came in. As we tried to ask for more help with our issue he said there were no notes of our visit and he could do nothing. Finally he begrudgingly, spoke to his manger who never tried to speak to us.
We mentioned there should be multiple notes showing the issue. He read the issues out loud and still refused to do anything. Basically sayimg you did not talk to me so no. The manager then gave us compensation for the temp line of 3 dollars again we said we should not pay due to Xfinity failing to port the issue over.
We left as he O.C tried to convince us to keep a temp line that we only had due to porting issues. He didn't care, he didn't listen and he did not help to solve any issues. Shame on this store and it's manger for this day.
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August 2024 by Danielle Hahn
Store is a mess no organization on taking people and getting them checked in, Manager was sloppy, popping his gum, acting like there’s no care in the world for anything barely even helping customers or acknowledging them, not even communicating with you and how long or that you need to wait to do a return that the online staff had sent you I tired 2 times and it was hours. Just because I’m not a sale does not mean anything because I already pay a ton to you guys. ID GO 15 mins DOWN THE ROAD TO VERNON HILLS. Where they actually teach you like a real person!
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August 2024 by Faith Hope Love
Xfinity customer service sucks we are live human beings, not robots. I do not care for chatting with a robot instead of getting straight to a live individual. I went through this for over an hour still no resolution
