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July 2025 by T “Crash525” Crash
This store is terrible. I have to say that Comcast is terrible. They would not get my service cancelled over the phone even after multiple attempts. I had to go in multiple times but the wait was so long I couldn't do it. I couldn't wait over an hour to cancel service. After three times I finally had to go there right before they opened and I was like 5th in line. It's wild that a store has people waiting in like because customer service over the phone can't get it sorted out and fixed. The check in staff seemed like there could care less to be there and was not friendly. I'm glad I don't have to deal with them anymore.
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July 2025 by Kerry Neely (Vigilante)
Customer service SUCKS. Walked in and was told too sit down and would be helped. Watched no less then 8 diffrent groups/people walk in after and get called called up before just deciding too leave. Talked too the receptionist lady twice. Kept saying goes SHE was going too help us and nothing we waited and waited. I dont recommend this location for customer service. Because of this weekend are going to be canceling xfinity and going too AT&T buisness class or something. This seemed personal.
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June 2025 by Sandy Jordan
Was a busy afternoon so had about 20min wait to talk to someone but when I was helped they were knowledgeable and helpful. Hard to find available parking.
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June 2025 by Josh Hicks
Customer Service Clinic in How Not to Do It:
Stopped in on Monday, June 2nd at 5:40 p.m. hoping that maybe, just maybe, dealing with Xfinity in person would be better than the endless black hole of phone support where promised emails never arrive, account issues linger, and discounts vanish into the void.
Spoiler alert: it wasn’t better.
After checking in, no one thought it was worth mentioning that the wait was 40+ minutes until I noticed the crowd, asked, and was casually told. I expressed some frustration in a conversational tone (yes, with a swear word which I immediately apologized for), and asked about setting an appointment. When I asked what to expect for the appointment time, I got the helpful answer of: “I don’t know, it’s not Thursday.” Stunning insight.
Then came Safyre Moss, who introduced herself as the manager, stepping in with visibly shaking hands and an energy that suggested she was itching for conflict, not resolution. I tried to keep things light, but it was clear I was now in a turf war, not a customer service interaction.
Thinking this could be a one off, I emailed the store manager, Andre West, giving them a professional, private chance to respond and correct the experience. Days later: silence. No reply, no acknowledgment just more of the Xfinity specialty: doing nothing and hoping the customer goes away.
Bottom line: if you want to waste your time, get vague answers, and encounter staff who seem ready for battle before you even raise your voice this is the place. If you actually want service or accountability? Good luck.
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June 2025 by Josh Bisig
They made me wait in line for 30 mins just to return my equipment
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August 2024 by Irianni Moreno
Bad service and they don't warn about the offers that are available. It's better to have the Elkhart
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July 2024 by Eric Baker
The staff at the granger store make your visit the best everything if you are getting service for the first time or downgrading to a more affordable package all smiles an hospital greetings..
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July 2024 by Catherine Bronson
Maddening experience in there today at 4:30 with incompetent staff all around. First, they lost my name in the queue. When I noticed newcomers being called before me, I went and asked and they passively said they lost my name. Then, I was assisted by some person with long black hair. He was nice enough, but completely clueless. I asked him about the one phone on our account that I thought was paid off because I wanted it unlocked. He checked and affirmed that it was paid off. It was NOT paid off. I mean, how hard is it to check this info? He even said he put in a request that would take seven days to have it unlocked. He also kept talking over me and when I asked about the global pass (and the fact that xfinity will push it through, even in air space [don't ask me how I know]), he rudely cut me off, saying he hasn't been abroad. I was not there to compete with him or brag about my travels. He should know what company policies are on phone plans abroad. It has nothing to do with where he or I have traveled or not traveled.
First off all, if the phone was not paid off, it wouldn't have given him the option to submit the ticket. So, he either lied or was just lazy, or incompetent. None of those is good.
I left the store, under the impression that the unlock process would happen within seven days, even thought their website states 48 hours max. I think he and his colleagues were enjoying all the cap they were bringin;. As soon as I left the store, I got a random message telling me my phone would not be unlocked.
So, I went home and chatted with an agent, who was competent. I had a small balance which we paid off and she unlocked it, saying it would be absolutely no more than 48 hours. I hate this store. Everyone there is clueless at all times. Is there no vetting process?
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July 2024 by Ruby
I have had a terrible experience trying to get internet installed in my apartment with Xfinity. Despite living in my new apartment (moved in on 6/22) for over two weeks, I still don't have internet. Initially, I thought activating my router/modem via the app would be straightforward, but the light kept flashing orange regardless of which coax cable I used.
Two technicians have visited, and both provided the same diagnosis: a disconnect between my apartment and the external cable, requiring a new line to be run. The first technician, who came on a Saturday (6/29), promised to call his supervisor and update me on when a crew could come to run the line. I never received any follow-up. This tech also performed unacceptable work while trying to find the coax connection within my apartment’s wall - meaning he went through a panel that was already cut out in a closet wall to find the cable but while taking the panel out he broke the drywall panel in half because the panel was screwed and nailed in place (which shouldn’t have been done in the first place) but then didn’t even say anything about breaking the panel. He also left a mess at each coax cable outlet - he took off each outlet covering on the wall but then left pieces of drywall and plaster on the floor and didn’t even put the coverings back on before he left.
Attempts to resolve this issue through Xfinity's customer service were equally frustrating. The automated system was unhelpful, and chat representatives seemed more interested in selling deals than addressing my problem. Visiting the local Xfinity store resulted in being told that nothing could be done due to an existing ticket, and I should wait for updates.
After finally reaching a live person over the phone (7/3), I managed to secure a second appointment on the Monday after the Fourth of July, requiring me to leave work early. The second technician repeated the same steps and diagnosis as the first, with no progress made. I was under the impression that the second technician would install the new line, but this was not the case.
Upon returning to the Xfinity store, the staff and manager were confused as to why the new line hadn't been installed. The manager mentioned the next available appointment was the following morning, or I would have to wait another 4-5 days. This means more missed work and uncertainty, as the technician may or may not need access to my apartment and might have to return on a different day to complete the job inside my apartment. I was also told that the crew/techs may or may not show up tomorrow morning which is a ridiculous thing to say after everything I’ve dealt with.
I am extremely disappointed with this service. It is highly unacceptable that after more than two weeks, I still do not have internet. If the line is not run during the next appointment, I will be canceling my service with Xfinity and requesting a refund. Unfortunately, switching to another provider is not an option since Spectrum does not service my area. This shows that I would rather be without internet than deal with Xfinity again.
Overall, my experience with Xfinity has been frustrating, time-consuming, and unproductive. I would not recommend their services based on my ordeal.
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July 2024 by Michelle Stancati
Got much better results over the phone. The in store staff did not want yo work with me, I called the 800 number, it takes a while to get a live person, but they helped me with both the issues I had.
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July 2024 by Mark Reese
Nice staff. The space is too large so it's like being in an empty cave with 5 phones... We were very satisfied with the experience.
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July 2024 by Bob Gage
Poor service. The employee stated to take the new box home once it is hooked up and was to call him, and he would get everything programmed. Called the number he gave me on his card, but there was no answer or call back after leaving several messages. Called comcast 1 800# to assist with programming. Would give 0 stars if possible. Spent 1 hr 43min on the phone to get up n going.
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July 2024 by lomond fairley
I just found out recently while "cutting the cord" that I was being billed for "Xfinity Voice" for more than seven years (89 months to be specific) at the rate of $12 per month ($1,068 total) for a landline telephone that was not in operation even prior to signing up with Xfinity/Comcast on January 11th, 2017. The monthly total charge for "Xfinity Voice" was $30.00 per month. I have no idea why or what for.
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July 2024 by takisha jacobs
Friendly people
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June 2024 by Jimmy Canales
The truth is, it's very fast, they serve you too quickly, I would say, and they give you good service and my problem was resolved.
