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July 2025 by Luis Licciardi
I don’t know what it is with Xfinity stores I went to two stores to buy a prepaid xfinity now starter kit and at both locations they looked at me like I was about to make the worst decision of my life. I had specific needs for a prepaid service none of which is their business but they kept trying to push me into signing up to a normal plan where I had to wait for a technician to install the service. They kept telling me that if I have any issues no one would be able to help even though the starter kit box says 24/7 technical help.
I kept telling them that I would not need any help that I just needed to buy the starter kit and that’s all. They came up with a lie about there not being Xfinity service for a long time at my address and that it was most likely that I would not be able to use the self install prepaid kit. I repeatedly told them that I was willing to take the risk and that I just wanted to buy the kit. Their answer was “even if I try to sell it to you the system won’t let me”.
The way I’m explaining this right now might sound like a was a bitchy customer but I was not I was understanding and I was asking questions to see if there was anything they could offer that would work for me. I walked out disappointed but not angry just confused because I could just not understand what the big deal was about not being able to sell me the stater kit.
I decided to call customer service to verify the information I was given at this store and to my surprise they said I should be able to buy one that there are no restrictions of that kind.
So I had to drive 40 min to another Xfinity store and same thing I asked for the starter kit and their faces just went into shocked mode. I had to fight a little and be firm about what I needed and nothing else. They complied but the whole process was very negative towards the Xfinity now internet prepaid plan. Telling me how I would struggle with the speeds, how 100mb would not be great. Xfinity needs to stop hiring all these want to be IT tech experts and hire more serious people. I knew my shit and I knew what I wanted just shut up and give me what I need.
I got home plugged it in 10 min later I was online, no issues, no slow downs perfect for my needs but what a freaking pain to just even buy a device I can’t imagine having a contract with them.
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June 2025 by Ortiz Nancy
6/12/25. My husband and I were very happy with the great service we received today with Adrian Atkinson. Adrian straightened out our account in a very professional and efficient manner. He was very polite and knowledgeable. Totally opposite from the experience we received on 5/9/25. Adrian is a gem!
My husband and I were totally unimpressed with the rude and impatient treatment we received from the saleswoman at the Locust St office in Orleans on 5/9 at 9 AM when trying to pay our bill. We had difficulty entering a new credit card at home so decided to go in person. (Our previous experience at this same office with a male rep was good.)
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June 2025 by Cate Stanton
Honestly have never spoken to a worse customer service team. Came down the cape to set up wifi and cable tv. I was given a faulty hdmi cord and figured this out myself by troubleshooting and google. Pretty self explanatory when there’s 3 things plugged in and the other 2 are working just fine. Called customer support twice and after 30 minutes the “technicians” also agreed it was a faulty hdmi cable. These “technicians” seem to have extremely low IQ’s and talk to you like you are an idiot, meanwhile I’m a 22 year old nurse who figured out the issue within minutes. When I asked if someone could send over a new hdmi cable, the “technicians” told me to go to Walmart or best buy and buy my own. Since when do you pay a company to provide proper equipment to then have them tell you sorry their equipment doesn’t work but you can purchase your own? This is year 3 of issues with xfinity, I would not recommend to anyone genuinely. Also don’t even bother calling the actual store, since you can’t directly dial in to them. Looking forward for the comment back from a robot saying they thank me for this review and to tap on a link and submit another customer service review. Here’s an idea Xfinity, stop hiring idiots and using ai to talk to your customers and maybe people will actually respect your joke of a company!
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May 2025 by Mimi Laquerre
The Rep at this Xfinity store was superb! So helpful and solved all of our issues!
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May 2025 by Kali Ryan
I’ve always had exceptional service in Orleans! I’ve never had bad service like these others people are saying! Maybe people need to realize that if you are rude and impatient then maybe then you will get the same attitude back! So maybe people shouldn’t be rude and impatient then they won’t have a bad experience!
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May 2025 by Lucinda Hicks-Beach
Our sales man was awesome, knowledgeable and patient.
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July 2024 by Charles P
My experience at the Xfinity store in Orleans on July 18, 2024, was appalling. I went in to upgrade my service package, but the two female representatives on duty were extremely unprofessional and rude. It seemed like they were more interested in chatting with each other than helping customers.
When I asked for assistance, one of the women dismissively told me that they couldn't help with upgrades in-store and that I should call customer service instead. This didn't make sense to me since I've made changes in-store before. When I pressed for more information, she shrugged and said, "That's just how it is now," without offering any further explanation.
Meanwhile, the other representative was loudly discussing personal issues with a friend who had stopped by the store. At one point, she was talking about some bizarre plan to beat up gypsies, which was loud enough for everyone in the store to hear. It was incredibly uncomfortable and unprofessional.
When I asked if there was a manager available, the first representative sarcastically replied, "You're looking at her," and continued to ignore my questions. Frustrated and with no resolution in sight, I left the store feeling completely disregarded and disrespected.
It’s clear from other reviews that this kind of behavior is not uncommon at the Orleans Xfinity store. It's shocking that Xfinity allows such poor customer service to continue. After this experience, I am seriously considering switching to another service provider. I would advise anyone to avoid this location if they expect to be treated with basic courtesy and professionalism.
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July 2024 by Linda
Today, July 18, 2024, I experienced the worst customer service ever at the Xfinity store in Orleans. The two female representatives working there were not just unhelpful, but outright rude when I tried to make changes to my residential account. It was clear they were giving me false information just to get me out of the store.
The first woman, who reluctantly agreed to assist me, insisted that my account did not have cable and claimed she couldn't make any changes to it. When I asked to speak to a manager, she arrogantly replied, "I am the most senior one here so I am the manager." Frustrated, I requested help from her associate, who promptly pulled up my account and confirmed I did have cable. However, the first woman continued to yell from across the store, insisting my account had no cable.
Uncomfortable and concerned by the unprofessional behavior, I left the store with my issue unresolved. I can't help but wonder if the first woman was intoxicated or if this is how she treats all Xfinity customers. It's alarming and unacceptable either way.
From other reviews, it’s clear that my experience is not an isolated incident. It's a shame that Xfinity allows their store operations to devolve to such a state. This experience will likely be my impetus to switch internet/cable service providers. Avoid this location if you value respectful and competent customer service.
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July 2024 by Kyle M
I have never been treated with more disrespect from a representative of a service provider than at the Xfinity store in Orleans today (July 18, 2024). The 2 female representatives working today (July 18, 2024) were not only unhelpful but also extremely rude to my mother and I when we came to the store to make changes to one of our residential accounts. They were also telling us incorrect information simply to get us to leave the store . I cannot believe a business let's its employees treat customers this way. I can see from other reviews that this is something that happens often at the Orleans, MA Xfinity store.
I have multiple residential accounts with Xfinity as well as accounts associated with my business. If the Xfinity Representative who manages the Orleans, MA store does not contact me to discuss the unacceptable behavior I was subjected to today by their employees, I will be cancelling all my Xfinity accounts, both residential and business, and moving my business to a different service provider for all such residential and business accounts. I look forward to seeing a reply from Xfinity on this review.
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July 2024 by Steve C. S.
Bad attitude help, confusing instructions, also router did not work.
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May 2024 by Дмитрий Викторович
U so slow, u so bad
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April 2024 by John
You're going to want to go ahead and verify all information or get it in writing because they'll tell you incorrect information to get you out of the store.
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February 2024 by Donna Mazzola
Excellent, knowledgeable and most important - friendly! What a great group they have now. The man who helped me Saturday was patient and brilliant.
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February 2024 by Tracey Williams
Christina at the Orleans location is the best!! VERY customer service focused and knowledgable. Really appreciate a company when they have employees at this magnitude.
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November 2023 by Ira Jacobs
Agent cancelled my subscription without notifying me or my consent. Now the only option for the same stations is a significantly more expensive plan. Oh, and no return call from a suoervisor.
