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November 2023 by Matthew Helm
I had a great experience with the store itself, but I've not had a good experience with the service. I moved to Gig Harbor from a different state where I had AT&T fiber for approximately 6 years. My Xfinity service has had more outages in the past 6 weeks than I had in my entire time with AT&T fiber. It's simply unacceptable and, to add insult to injury, Xfinity requires you to keep a log of the outages in order to be able to claim a service credit. This should be automatic - if an outage is deemed eligible for credit, they should give you the credit without you having to keep a log and make the request. If you work from home, I would recommend you find an alternative service provider, which is what I will be doing today.EDIT: 11/11/23 another outage
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November 2023 by Dan W
We switched our phones to our xfinity plan. Tyler was excellent in helping us. Very knowledgeable and professional. Made the process very pleasant.Thank you Tyler.
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September 2023 by Les Rosenthal
I’ve been a victim of wifi shut downs, repeated buffering slowdowns, static in home cell service for months. Multiple calls to xfinity no service resulted in automatic modem resets that temporarily worked. Multiple promises to call me back with a real person turnout to be no service waits. Anyone know the better service to use in the Gig Harbor area?
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August 2023 by Lisa Rogers
I moved to an area that xfinity doesn’t have service in so called in May to cancel service June 16th. Not only was it a pain to communicate what I needed with the customer service due to his thick accent and him not understanding what I needed but he didn't tell me that I needed to return the equipment or my account would not cancel and I would be continued to be charged monthly until I did. For 2 months I was charged but didn't connect to the internet or even plug in the router and they should see this. I finally was able to drive 40 min to return my router but wasn't given a refund of the montjs that I didn't use. Now if I was charged the rental fee I could understand that but not the full fee and the guy at the store dodgy even try to help me said I was lucky I didn't owe anything. I had no reminder to return the equipment or anything communicating what I needed to do. Just took the 113 dollar payment out for 2 months. So.disappointing!
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July 2023 by Carl L
I use their internet service in the Gig Harbor, WA area, and their service is barely active. I’m paying a monthly fee for internet access that only works about 50% of the time on a good day. My wife and I are constantly having to put both our work and my hobbies on hold while simultaneously hoping that our internet will actually work at some point. Even today we’re dealing with it, the internet has been down since 3:00pm and it is currently 7:47pm and I am STILL without internet, and this issue occurs literally EVERY SINGLE DAY. This forces me to use my mobile data plan for internet access and my phone bill last month went from $80 to over $300 because I had to rely on my hotspot access. Their solution to the problem? “OH JUST SIGN UP FOR OUR UNLIMITED DATA PLAN SO YOU DON’T HAVE TO WORRY ABOUT OVERCHARGES AGAIN“…. If I could rate these thieves 0/5 stars I would do it.
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June 2023 by Sue Redkey
My experience hasn't happened yet because I can't reach a real person by phone at our local store. The company is not set up to receive general questions asked of a real person. Internet service is GREAT, but trying to reach a real person by phone or chat is apparently impossible. When I can make time, I will go to the store and ask my question, which is on behalf of a client. VERY frustrating experience trying to get the answer to a simple question.
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June 2023 by Jordan Barton
Terrible customer service. I was made fun of made to feel very uncomfortable. The man who signed me up promised this was my best deal. I am a single mom, with one income and told him I am on a budget. This man signed me up for a phone he never gave me and some super high speed gaming download speeds. I have maybe two devices connected at once. After speaking with customer service about cancelling my service I was informed I could be paying $35 a month for internet that would suit me and my household. And she took the home phone charge off. I am still seeking a new internet provider on principle. Go elsewhere
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May 2023 by Meredith Lambert
Terrible service, gave me 2 boxes that were incompatible and were old technology. I’ve been a 16 year customer that just put my TV on a vacation hold. They wasted so much of my time due to their incompetence! One fellow was supposed to help me and he’d had no training and asked another who took over but did it all wrong! ??.Thank God the tech that was finally sent out yesterday was able to change out both boxes, fix what they’d done wrong and activate/program new remotes and give me the kind of updated programming I’ve had for years!Don’t go to this store! They don’t really know what they’re doing and spent a lot of time trying to get me to switch my cell phones to Xfinity from Verizon.
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May 2023 by John Grey
The worst on-line customer service u could imagine.You can never get to a live human being. Automated by idiots. Designed to keep u from getting to a real human. I am taking my equipment back tomorrow. MY ACCOUNT HAS BEEN CLOSED. They are not part of THE BBB. GONE COMPLETELY DOWN HILL. I WOULD NOT RECOMMEND THEM TO ANYONE THAT I LIKED. THIS SEEMS TO BE A GROWING TREND IN THE CUSTOMER SERVICE INDUSTUSTRY, SADLY.THEY EXPECT ROBOTS TO RUN EVERYTHING FOR THEM AND CUSTOMERS TO TOLERATE IT.
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April 2023 by Lynne Dodson
I don’t blame this store, just Comcast as a business. Thought we’d get Comcast for our new place. They said we had service so would just mail the equipment. Set it up - hours with tech service - no Wi-Fi. Brought equipment to the store, they said it was the wrong equipment, gave different. Again, no service hours on phone. Closest appt 3 days later - between 10 and noon. It’s 11:50, no tech. Just got msg they are delayed. We’re going with Century Link
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March 2023 by K E
It's like the people here are intentionally trying to be unhelpful. I wound up helping another person out who came in with a really simple question that the staff blew off. I'll switch internet providers before I work with this team again.
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February 2023 by X Draven
Zero stars for not updating your hours online and wasting my gas and time only to arrive at a closed store with hand written hours on the door. Now I'm driving to Tacoma and you also cost me the toll fee. I've been moving for days with little sleep and now this. Disrespectful!
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February 2023 by Robbie Larson
Its 7:46 pm store says closes at 8pm and i forgot to pay bill earlier in day so i showed up and they decided they wanted to close on there own time. Legally i do not know how that is ok....
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October 2022 by Angela Healy Coryell
Jacob has been SUCH a great help to me with iPhone I am so grateful for how wonderful he was!!!
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September 2022 by Oksana Polwarth
PAY THE EXTRA MONEY TO USE VERIZON! The associate to work in the retail store are very nice and they try and help but their hands are tied if any problem arises customer service is overseas and they are not helpful what so ever they waste your time they don't explain and it is a terrible frustrating experience that I would rather pay more at Verizon then to give this company my money. . I had spoken with 5 different representatives on the phone waiting on hold total of 6 hours and I came into the store 3 times the associate let me know there is nothing they can do to help me, they cannot fix my issue. I wish i knew that 2 weeks ago.Update: I’ve gone in several times and decided to remove the second line and end the nightmare… I had to sit and wait while someone overseas refunded me for the phone they couldn’t get to work but continued to charge me for data on that phone!!So I currently have 1 phone and Internet through them, well this is where the nightmare continues. I purchased a new phone and stuck with Xfinity… now they added the new iPhone as a secondary account onto my phone and are now charging me for two phones again. Hate is a very strong word and is use it to express my feelings towards Xfinity as a company.I also take back what I said about great customer service, they give you lots of compliments but it is just for their sales. They clearly added a second line without my permission all because I switched from an android to a new applie phone. That is clear and apparent on my account but the people helping me either have no clue what they are doing or are completely dishonest.
