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December 2025 by Sviatlana Simon
Staff is not trained to provide customer service. I dread going there every single time. Bad customer service. Bad
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November 2025 by 0thyme
Customer Service personnel was excellent. Wait time was atrocious.
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October 2025 by MKG
Absolute joke of customer service. Apparently when our plan was set up, someone mixed up the phone numbers and what phone they are associated with. We wanted to upgrade a phone but couldn’t because of this issue and I was told I needed to be there. Went in this morning and waited for 90 minutes while the sales rep tried to fix the issue. They were in a loop of online chat with no solution to a problem. The sales rep was frustrated and was very short with me.
I left the phone at the store for them to continue to work and the manager called back later to tell me that they had to submit a ticket that could be 1-10 days to solve?!?! In the meantime I’m paying for a phone I can’t use!! Zach, the store manager told me the best solution was to find another carrier. When I asked how I would be credited for the phone that has no service, he also couldn’t answer that because the XFINITY store is managed by a 3rd party!!! So basically these employees are set up to fail while their hands are tied. Buyer beware.
EDIT: Had to go back later in the day to pick up the phone because Xfinity customer service needed info from the phone. I cannot cancel the line because they tied a newer phone to the wrong number. When I was asking questions of the female employee in the store, she was also rude, so apparently that’s totally acceptable. I cannot get away from this company fast enough.
Oh, and the “link” they posted below this review doesn’t work🙄
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September 2025 by Todd S
This store is the worst. I like to make cash payments on my account. The register is always broke or the system is down. You would think that when you pay 185 dollars a month for a business internet that you would get the service that you pay for but nope
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June 2025 by Maria Kapitan
Drove 30 mins out of my way to this location to be denied service that Monroeville provided twice, no questions.
Visited the store because my phone was totally crushed. Wanted to get a new phone and switch from my dad’s at&t plan and add the line onto my xfinity acc which provides my internet and phone line for my boyfriend. The assistant manager told me that my dad had to be present to switch the line over. However, my dad and family lives in Minnesota. Couple months back my boyfriend and I went to the Monroeville location and got it done no problem, over the phone, with a pin his dad provided. The assistant manager at this location said he would lose his job and the people at Monroeville store are risking theirs. It’s beyond ridiculous and hard to believe that a big company like xfinity is going to make their customers in the same situation, drive hours or fly over states to switch a phone plan to give them business? Good thing I then drove another 20 mins to the Monroeville location and they were able to help. They are corporate and not third party owned. Very confusing system
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April 2025 by Mark Z
Went here to get my phone number changed and a new phone. Got the number changed and had to order the phone I wanted. Phone comes in the mail and the guy ordered the wrong one, so immediately within the hour of getting it I take it back to have them correct it. The guy “exchanges” the phone and then proceeds to absolutely screw our account up. I got my new phone but the phone we exchanged is still on our account and instead of paying monthly as it’s supposed to be. Xfinity keeps trying to charge a full $1800 for the old/wrong phone to my account. Now the account is saying past due bill because of it and our service keeps shutting off. Go back to the store to get it fixed. They can’t figure out where the “exchanged” phone went and we could over hear them saying they can’t find it. They lost it. Then the rep doesn’t know why it isn’t off our account. Now a couple days later xfinity finally actually charges us a full 1800 for that old “wrong” phone! We didn’t do anything wrong and we’re PAYING for it! No one in the store or over the phone can figure out “what’s wrong”. Now my bank account is over drafted and all these problems. ALL BECAUSE OF AN XFINITY EMPLOYEE WHO CLEARLY HAD NO IDEA WHAT HES DOING!
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March 2025 by Jessie Caputo
Very nice helped me out a lot
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March 2025 by Nathaniel Merchant
Frustrating. Came in to port my number over. It's been two days and my number still didn't port over and there's no phone number to get a hold of the manager at the location whom I worked with.
Updating review. Customer service was able to finish my port and the store helped me with upgrading my line.
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February 2025 by Arty Twigg
Hard to get a person on the phone
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January 2025 by Adam Wareham
why is there no phone number for the store to check stock your 1800 and web site are to dumb to connect me
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December 2024 by Mike Jones
I just had the best service in this store today! They go out of their way to help you. The gentleman that helped me had the nicest smile ❤️
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November 2024 by Ashley Foley
I went into this store to try & resolve an issue I had to deal with from a very rude, ignorant & unhelpful phone rep. After a few moments, Zach was able to help me and answered all of my questions thoroughly, thoughtfully, and was very kind & knowledgeable. He gave me some helpful advice on how to move forward whilst attempting to fix the problem & telling me how & with whom to efficiently & effectively follow up. I shall see in a couple days if it resolves the problem at hand but I highly recommend him personally if you ever need help from runaround phone reps.
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November 2024 by Katherine Andrews
I went into the store with an absolute disaster of an issue caused by cs over the phone. I was restarting service at my address to cancel my exes service there and switched my T-Mobile phones over to xfinity because of price and service issues with T-Mobile. My daughters phone wasn’t entered right.. service in wrong name..the guy on the phone even ordered something we didn’t need that was pending and couldn’t be overridden which caused one phone to not work. Carter spent almost two hours fixing my daughter’s phone with multiple issues he faced, canceled the old service which was not done as I was told it was over the phone, fixed my old service at my home and told me how to activate the new one. He also fixed my app and log in. If it wasn’t for meeting Carter and his coworker tonight I probably would’ve rage quit xfinity altogether. He fixed an absolute disaster of a mess and was knowledgeable, relatable and kind as was his coworker. (I forgot to ask his name) if you have an issue DONT CALL CS go to this store!
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October 2024 by Zach H
I was more or less deceived into trying the Xfinity Mobile service to get a reduction on my Internet bill. I tried it, and look out. I was given two pre-activated SIM cards in the mail with new numbers from over the phone. These were no good, we enjoy our current phone numbers and I had to request 2 more SIM cards now in person at the store. It took over 3 months before I gave up on their billing department, cancelled it all. I was charged for all 4 lines and at no point did we get buy one line, get one free or any reduction on our Internet bill. The store team tried but they can only go so far.
The reception was two steps down from my Verizon and that put us about 10 years into the past with calls dropping or poor reception in the area. ?? This is most concerning
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October 2024 by Staci Weaver
Went there to have my account transferred from my mom's. They did a wonderful job but I also wanted a new phone the one guy there said to wait until Thursday since then I can get the new phone and 475.00 for my phone. So I went back and was told that it would only be 300.00 ok pissed me off since I have had issues with the one in Greensburg also. So I thought about it and went back . The wifi went down ok. Went back today and then was told that it had to be a new line. Well it must be nice to be able to give issues since you have a monopoly on the area....I have gone back to ATT.....
