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November 2024 by Ismael Antonio López Vega
These guys are scammers, I went for a phone that was supposed to be free and then I started receiving charges of $150 a month just for the phone, they offer you things that are not real and then they want to wash their hands and have you solve it with technical support that is also useless, they never answer and never know what to do, they put you through to another technician because they are never able to solve any problem... definitely any other mobile company is 1000 times better than this Xfinity crap.
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November 2024 by Dineen
Highly recommend the Xfinity Saugus store because of their amazing employees! Javier assisted me along with John and Angelise. They collaborated and listened to my needs and guided me to the product that most fit my needs. I am highly satisfied with the product as well. In my professional opinion, all three service representatives are "manager material" and I hope their customer service, interpersonal skills and intellect are recognized by Xfinity asap. I'll be checking in from time to time. Thank you!
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October 2024 by Anton Lennikov
When I arrived at the store, I expected a straightforward transaction, as I was simply returning Xfinity equipment. I arrived at 5:20 on 10/06/24 However, the situation quickly escalated unnecessarily.
Two managers were chatting in Spanish, they have noticed me, but continued their conversation. I was not in the hurry, so I waited for them to finish.
The manager, who did not introduce himself but whose initials appeared as EHB on the receipt, began asking a series of irrelevant questions about how I planned to continue using the internet without the Xfinity device, even though I had already resolved all related matters with Xfinity’s technical support prior to my visit.
When I politely explained that these questions were irrelevant to my purpose at the store, the manager's demeanor changed abruptly. He became visibly irritated, raised his voice, and made condescending remarks, implying that customers like me often attempt to use their own modems, only to face disconnection later due to incompatibility. He claimed that he was "trying to help," but said that because of my attitude, he would only proceed with returning the equipment as requested, suggesting I read the fine print of Xfinity’s contract.
I asked the manager to do exactly that—process the equipment return. Despite this, he continued to imply that I might face difficulties with my service, mentioning "special transfer fees" and even insinuating that Xfinity could terminate my account due to improper use of my own equipment.
When I asked if his comment was intended as a threat, he quickly changed the subject, accusing me of having an attitude. Which left me confused as in my opinion the while transaction should take mere seconds of scanning the equipment barcode or typing it into the system. Eventually, the transaction was completed, and I received a receipt.
However, the manager continued to warn that I had not followed proper procedures and would lose my internet connection, claiming it was now "too late to fix anything" as I had already returned my device and will face consequence of my improper actions shortly, but he was unwilling to help me further, which make me feel uncomfortable. As my goal was achieved I left without further incident.
Later, I contacted Xfinity tech support, who were extremely helpful. They confirmed that all of the manager’s claims were false and that I had correctly followed the proper steps for transitioning to my own equipment, which is functioning as expected, with all changes accurately reflected on my account.
This was my first in-person visit to an Xfinity store, but after this experience, I will avoid further in-person interactions, especially at this location. I found the manager’s behavior to be disrespectful, imposing, misleading, and highly unprofessional.
This experience does not reflect the level of customer service I have come to expect from Xfinity, and I hope that this issue is addressed to prevent similar incidents in the future.
\\Edited to add date and time of the store visit.
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October 2024 by Carolina Velasco
I have nothing but amazing things to say about my experience with this store and its employees. I not only got my internet service with Emilys there but I also worked with Carlos and Javi to get my phone's switched to Xfinity but also got 2 new phones as well and we have told all our family and friends that if they need services or phones to go to to the Saugus store since all of their employees are amazing. If I can give them more than a five star review, I would highly recommend
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October 2024 by Um Hut
I was in the store today doing an upgrade for mine and my wife’s phone. Carlos worked with us and this guy walked in and literally threatened Carlos and Carlos told him to try. Yes words were exchanged but to be fair the guy walked in and Carlos asked him 4 different times how can he help them and Carlos told the customer this would take about 90 minutes (which it did) and the guy would not tell the employees what he was there for.
I’m sorry but people have to understand that customer service doesn’t mean that you can talk to them any which way you want. So tbh Carlos deserves 20 Stars because I would have gotten physical with that random person who came in and wanted help and didn’t want to say what he wanted help with. Carlos you’re the bomb man HIGHLY recommend this location but seriously to that community respect goes both ways. I will be back to Carlos to bring my company and my companies 66 phone lines. Carlos you’re amazing thanks for your help today and I’m sorry what happened today man.
Sept. 22, 2024
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October 2024 by carlos castro gsa
The worst of the worst moments of customer service that I have experienced by a representative named CARLOS him work Sunday sep 22-2025 3:pm who yelled at me in front of other customers and when I asked for respect because I am a customer, he told me that I could go complain to his manager on Monday with a smile and that made me think that possibly his manager must be his friend and my complaint would go nowhere.
As a result of this humiliating and uncomfortable situation, I have decided to transfer my service from my business account and my 6 phones lines and internet to another company where they value and respect customers. I would suggest to anyone not to come to that store, especially on Sundays, which may day off, so as not to ruin your day in front of my family, which is what happened to me this day. I would like to be able to give less stars than one, it is a very uncomfortable and annoying disappointing situation,
The worst thing was that when he saw me upset he started to mention that he had been in the Army and that these situations were resolved differently in the Army, which sounded like a threat. It is a total shame to have experienced this situation on a weekend in front of my family. I will find a way to raise my complaint as loudly as possible.
366A Broadway
Saugus, MA 01906
United States
Sept 23/2024 3pm
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September 2024 by Deirdre
I have had several issues since April 2024, caused by 1 employee at the Saugus, Ma store. It has caused ongoing issues for and my Xfinity account since. That being said there a several employees at the Saugus, MA store who go ABOVE and BEYOND to help!!! They are knowledgeable and willing to help get things back to right!!! To these employees...they know who they are....THANK YOUfor all of help and PATIENCE!!!! You are very appreciated.
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September 2024 by Frandeline Emmanuel
One of the Employees wasn't nice at all , He was being mean to my little toddler yelling at him and I had to take myself to the Exfinity on 18 Highland Avenue Salem Massachusetts...... The people there were so nice to me and my two year old. They deceived a 5 stars more and great customer service all was so pleasant
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September 2024 by Andrew Nicks
Wow the customer service was amazing. I spoke with Carlos and I couldn’t believe how calm and collected he was with my difficult situation. But he remained calm and professional. Actually helped me buy 2 new phones too. Highly recommend seeing Carlos for your needs he literally is amazing Plus funny as heck.
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September 2024 by Klaus Quinn
My wife and I came to this location to not only open our WiFi account but to also transfer our phone services. The employees were helpful, knew what to do, respectful and great customer service care. Highly recommended! I had a terrible experience at the Salem Massachusetts location. But this saugus location helped my wife and I incredibly. Come check them out!! Their rates are amazing as well!!
-Klaus Quinn
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August 2024 by Rebecca Heathman
Honestly, I am not a fan of xfinity mobile at all, but I had to leave a good review for Emely S at the Saugus store because she literally saved my sanity. I walked in MAD because I’ve had nothing but issues since I switched providers. Had to get a new phone through apple care and couldn’t get it set up after almost 3 hours at the Apple Store because xfinity makes it extra difficult for no reason. She dealt with my attitude and fixed my problem in a matter of minutes. By the time I left I was laughing. She was so nice, despite me being less than pleasant when I got there and she was super efficient. So grateful for her service!!
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August 2024 by Robert Chain
This store never opens on time
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August 2024 by Luke Wylie
This has to be the worst Xfinity store on the planet. There’s virtually no staff and the ones that show up don’t know about the products. They have no clue on sales service and don’t listen to the customers needs as to appropriately offer a package or plan.
I made a 10am appointment and which was a waste of time in itself. When I arrived at 9.50am there was a line 5 customers deep with a single employee working. By 10.15am a second employee showed up and began taking the next customer in line. But what was the point in booking an appointment.
No one apologized for the delay, no one checked in on those in line in case there were some quick resolutions. The customers in this store is an inconvenience to the staff.
I gave up without resolving my issues and left at 10.30am. The disregard for paying customers time is ridiculous. Just a shining example of how a retail store should not be run.
If my experience is similar in another location I will be cancelling my xfinity packages and moving to a competitor that cares.
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August 2024 by Jonathan Falzarano
All xfinity is bad I went threw some stuff an they also cause problems they fake an more now I kno why people switch they service they horrible worst experience ever they con ya mess you over an its so sad I can't wait to move an switch my service never again for all xfinity they suck an the worst globally I recommend Verizon all day couldn't say it better than that hope yall learn from my experience so you can live happier an comfortable in ya own home God bless all hope this helps ya choose wisely
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August 2024 by Sarah Lightbody
I’m not a fan of Xfinity customer service on the phone they truly suck but Dennis in the store was very helpful and stayed late to help us. Thanks Dennis for your help! We would not be using Xfinity ever again if it wasn’t for you.
