You can check out but you can never leave without much pain…read more After cancelling my service because I moved, they wanted their equipment returned. Forget about expecting their website to have the ability to print out a simple shipping label. I called and sat on the phone for hours trying to stick to getting them to come get their equipment. They were not even to email me a simple shipping label. I give up. I'll drive to the nearest Xfinity store 20 miles away to avoid penalty charges for the equipment. Web site is completely useless. Nice folks on the phone but are overwhelmed by the company's many inconsistencies, conflicting policies and an out-right dysfunctional web site.

Stay away from Xfinity, there's NO HUMAN TO SPEAK TO. Over an hour trying to reach live person at…read morecustomer service, there is none. I'm a recent customer only 2 weeks and I'm returning all the equipment going with Direct TV, we have a home base business the internet WiFi SUCKS!! There ma be a modem issue but there's no one technician to speak directly with. COMAST TAKE YOUR CRAP FROM MY HOME!!

Thank you, Jennifer, for making the return of all our Xfinity equipment after having been a…read morecustomer for over 16 years expeditiously and painless. Jennnifer took time to unpack the router, 3 modems, and 4 remotes and the accompanying electrical cords, scan each item and make sure everything was returned correctly with little time wasted and little inconvenience to me as a longtime customer.

I would like to recognize Damian for his outstanding customer service. I have had the pleasure of…read moreworking with him twice, and both times he was extremely helpful, courteous, polite, and professional. What impressed me the most was his calm and patient approach while resolving an issue. Damian is clearly problem-solving oriented, knowledgeable, and competent. He takes the time to assist customers with care and professionalism, and his respectful attitude truly stands out. Xfinity is very fortunate to have such a dedicated young employee representing their store. Thank you, Damian, for your excellent service!

Nice modern store, with a good queuing system and pleasant surroundings with enough staff…read more We needed to change the owner of the xfinity account, so came in on a Friday. We were greeted warmly, asked what what was our reason for coming in, and then put in a queue. In the meanwhile, the store has plenty of open seating and it had wi-fi that automatically connected to my phone using Spectrum mobile, so internet speeds were great. Two observations: -- some things are just made too hard. We wanted to switch the primary person on the account, and it took a bit of effort, certainly more than I expected. It was a lot harder than switching names for utilities. They did recognize the delicate situation, but it did involve having to bring my MIL into the store to sign paperwork. -- that staff is trained to push product...period. I had the unfortunate circumstance to overhear a conversation between an elderly gentleman and an associate. The customer wanted to return his two cable boxes and basically cut the cord, relying on streaming with a non-Xfinity device (e.g. Roku or Firestick). The associate kept telling him that he would 'Lose TV', which totally confused the gentlemen. It ended up in this roundabout discussion about how you don't have to have a cable box to get the benefits of TV service..."because you can download the Xfinity App and stream the same channels". It was clear that the gentlemen had been paying for service he never used (he pretty much had all the premium cable channels), and was getting upset when he started to realize that. He just wanted his main network channels, and other free channels that Roku and Amazon provided. So yes, technically what the salesrep was saying was correct,...but there has to be a better way to educate customers on how the new era of streaming works. But it's not good business for Xfinity....since most of those options don't involve the cable companies.

Horrible customer service. No assistance after trying several times and going to the store several…read moretimes. The associates are rude and inconsiderate. At one point the associate stated he didn't believe me. If I could give this store a zero I would.

I give the Xfinity customer service zero star I have…read moreinternet and streaming in two rooms I set appointment for service call in home due to no service in one room Waited a week for the appointment The appointment was canceled by Xfinity claiming issues were resolved they forgot to check with paying customer as it is not resolved and now I am to wait on hold for an hour to resolve. This is not acceptable

This review is NOT about any store. It's about their service/support center. Generally, the service…read moreis substandard. Most reps I've spoken to over the past five years have been rude and dishonest. Usually the younger people. They answer my calls and they're initially inaudible. Most of them don't like being asked for their names again. Not my problem. With the exception of the first year, I've had billing problems. The script gets flipped without notice, not in the customers favor. Everything has gotten worse over time. They don't hold themselves accountable. They are failures in communication. Their debit/credit service has made a mess of my billing. They've never made good on their errors. When my contract ends, I'm done. Xfinity has been reported online, business, financial, and other news outlets, they have lost customers and experienced financial loss. I'm not surprised.

It was time for a new phone. I decided to go to Xfinity right when they opened at 10 AM on a…read moreThursday to avoid crowds. The store opens at 10 and I arrived at about 10:02 - there was a line checking in. There were about a dozen people in front of me. The wait wasn't terrible but was about 30 minutes. The store associate who worked with me was pleasant and knowledgeable. I told her what I was looking for and that I wanted to trade in my old phone. I was given a fair price for the trade-in. The iPhone couldn't be discounted although I did try to negotiate. Not sure if the manager could have done something, but I chose just to move ahead. The process to get the new phone took about 20 minutes. At that point, you are brought to another area where you wait for someone to help you activate the new phone and transfer the contents from your old phone to the new one. I waited about 20 minutes for that store associate to help. The phone needed to update it's operating system, then switch to the transfer process. This took between 30 and 40 minutes. I added a few accessories since I had a 50% off accessories coupon. At that point, the second associate I worked with asked if the first one had gone over my bill with me. No, she hadn't. This associate went through my bill and found a way to save a few dollars a month and add services. I chose not to do it then and got the offer in writing so I could return to the store another time to take them up on it. Overall, the store associates are knowledgeable but vary in the level and quality of service they provide. The waits are too long - especially since some store associates were milling around not helping anyone. That isn't a good look for any business.

Absolutely disgusting people, couldn't get a 5 years locked deal on internet service I saw it…read moreonline for $70. Rebeca Quinones was trying to get me a $60 for one year deal nobody was asking her for. Then Francisco the manager was giving me a deal I pretty much already had it. I called Xfinity and got the deal over the phone. Zero stars from me. Shame on you Xfinity Schaumburg store!

Why do they have no systems in place?!…read more When one arrives, sometimes they have someone in front checking individuals in, other times, you have to track someone down. I am dating myself, but I remember back in the day if you were just dropping off/returning equipment there was a quick line for that. I had to wait 25 minutes just to do that, but the return process itself was only 3 minutes! Some customers were getting helped by both a mobile and internet associate at the same time which slowed things down. They do have a decent amount of staff working, but need a better system of helping customers. Tablet in the front? Check in on your phone? Something. There were some customers just sitting down because they didn't know to check in and they seemed upset.

I had a very disappointing experience at the Xfinity store in Oak Brook on Butterfield Road. As…read moresoon as I walked in, I was greeted with an unfriendly look and a dismissive attitude from an employee named Celest, who appeared to be a manager. Customer service should make customers feel welcomed and respected, but unfortunately that was not the case during my visit. The demeanor and tone were unprofessional and made the interaction uncomfortable from the start. Businesses succeed because of good customer service, and experiences like this can leave a very negative impression. I hope management addresses this so that future customers receive the respectful service they deserve.

Awful company to deal with! Extremely high prices with little or no service provided. Switched…read moreto AT&T after 2 decades and the still charged an early cancellation fee!!! Ridiculous!!!!

Xfinity is the worst. Had an appointment set up for June 27. When I called to confirm time frame…read morethey denied I had an appointment. ( I made this appointment on June 3 and I have the texts to prove it) The next available appointment was a week away - July 4! I still have no internet. I have spent hours on the phone with the reps- who are all very nice, but no one could solve my issue. Then after appointment was rescheduled they kept calling me asking me to do this, do that. I told them no I have already done that. They do not want the cost of sending out a rep so the customer must do without until it is convenient for them. I have made 2 visits to exchange the equiment and it still will not connect. The worst internet provider on the planet. I plan to discontinue my Xfinity service very soon. I am tired of it. this is xfinity in general not necessarily the St. Charles Store.

Truly if I could give them zero stars I would. I brought back our main/primary Xfinity box because…read moreit stopped working. I told him that we have a sound system that also connects into the box. He gave me three streaming boxes that you install on additional tvs. When I questioned him, he said "these are the brand new boxes that you can put on all your tvs and use as the primary/main." CLEARLY NOT. As you can see from the instructions it clearly states "If you have a Primary TV box, which I don't now because an employee thought you could use a streaming box as a primary. With all the money we pay for Xfinity/Comcast you would think they would train their employees at the Xfinity store. Absolutely ridiculous. Now I have to go back and hope I get someone that knows what they are doing.

Surprisingly I had an incredible experience at the Xfinity store in Bolingbrook, thanks to Roberto!…read moreFrom the moment I walked in, he greeted me warmly and immediately asked how he could help. I was frustrated about an increase in my bill, but Roberto took the time to break everything down, explain my options, and offer real solutions. He was professional, kind, and incredibly knowledgeable--exactly the kind of person who should be in management. In a tough situation, he made things so much easier. Xfinity is lucky to have him at the 1122 W Boughton Rd Bolingbrook, IL 60440!