Terrible customer service. Agent refuse to give receipt on return equipment. I am glad to cut off Comcast for good. Don't ever shop here.

I have been with Xfinity for 15+ years, even though their price increases were outrageous. I started having intermittent service. It got worse and worse. I spent over 2 months trying to get Xfinity to fix the problem. After over 40 hours on chats & phone, plus 2 techs coming out (the 3rd one was a no-show), I finally gave up. I had to pay data charges this whole time for the Hotspot. The last phone call to cancel I had a very rude person. He claimed he had put in to cancel all 3 services. He even gave me confirmation numbers. I then went to the Xfinity store to return equipment. The person supposedly helping me, had nothing in his system about my cancelling on 1 of the 3 services. My confirmation number was no good. He refused to call in to verify. He also refused to let me talk with his manager. Plus he told me it would take them 2 weeks for the cancellation and I would have to continue paying. Close to tears, I left the store. Thankfully, I found Astound. I was able to get a real human being within minutes on the chat. They helped me figure out the best plan. They told me about a special price if I booked online. They got me set up with TV and Internet the next day! I have faster, reliable service now. read more

This is to Comcast directly not this location necessarily! Xfinity Comcast YOU SUCK!!! Give me my money back! So much run around just to close my account. Then you charge me after the account is closed . Making it more difficult to get in contact with you! Then to speak to 4 different agents and explain everything from what was quoted by each agent since the beginning of August and every agent constantly tells me all these issues will be resolved however I still was charged for September in which was stated that my last payment should've been in August! If these conversations were recorded then why do I have to explain myself over and over to each and every agent. I DO NOT RECOMMEND XFINITY COMCAST! Overcharging, customer service run around, overpriced, constantly updating and crashing service, with the crappiest Wi-Fi internet service ever! All these years I've paid and many others have paid and you can't get your shit together! On top of that while I wrote this rant I was on the line with customer service and they just hung up on me while she was "figuring out" what's going on. IM OVER IT! read more

The store manager in my opinion, Alma, is dishonest. They will try to sell you new service and will lie about things like speed. They will ruin you and waste hours of your time. If they hustle you in the store, do not believe it just say no, they're not doing you any service. Their goals are sales oriented, they don't care about you and will do whatever it takes to get you to sign up for something new. They will offer you a deal that's too good to be true, that's because it is too good to be true. Run as fast as you can away from this. Better do not walk in the store, if you're returning equipment, return and get the out of there as fast as you can. read more

Originally I was too lazy to change my internet plan at the store because I figured I could do it with online chat so why not. Spending 2 hours chatting with 4 different agents, they were clueless and got me transferred again and again, and none of them was listening to my request. Very frustrating! So I decided to walk in to a store and here we go, shout out to Shavoni, the person who helped me was helpful, efficient, and clear. Thank you! read more

TERRIBLE CUSTOMER SERVICE! I went to the store to report that our internet and TVs have been having connection issues since a technician came to our house un-announced last weekend to do some "upgrades". (We were out of town and just got a message on our voicemail that the guy was doing work outside our house) The lady who was supposed to help me, ANA, said a new upgraded internet modem would help. I explained that I don't think it's the modem because all three devices are not working and it seems to be coming upstream. And this only started AFTER the technician did work on our cable box outside our house last weekend. I showed her photos on my phone of the cabling that the technician did last week, and that we couldn't even check the connection because the guy rigged the cable too high. I explained that my husband is a professional engineer and he thinks it's a set up issue. Ana said "well, even if he's an engineer , he doesn't know this stuff." Ana asked "what would you like me to do?" I responded that I'd like to set up an appointment with a technician to come back and fix it! Ana looked at the computer and said she couldn't schedule the visit because there is a outage in our area. She proceeded to REPEAT her recommendation to change the internet modem and proceeded to activate the new modem. I then repeated that I do NOT think it is the modem. Her response to me:"M'am, you are repeating yourself. what do you want me to do?" Uhm, I repeated my EXPERIENCE and FRUSTRATION that the issue started happening after the tech came because SHE was repeatedly insisting on the new modem! I was obviously frustrated and explained to her that her RUDE ATTITUDE didn't help and only escalated my dissatisfaction. She said I was welcomed to talk to her manager. I called my husband to tell him what was going on at the store after I heard Ana telling her manager that "this customer just keeps repeating herself". My husband showed up and we both talked to the manager. Same story. Same explanation that we think it all stems from whatever the guy did on our cable box outside our house last weekend. The manager then quickly scheduled a tech appointment for us. I asked why Ana couldn't do that since that was my request in the first place. He said only managers can make tech appointments when there is an outage. HUH?!Well why didn't Ana call her manager to over -ride it?! Why did she tell me to come back when there is no outage? The manager took back the modem that Ana had activated. He said or current internet modem would work. So we go home... Well.... when we got home, our internet was down because we had to scan in the new modem--which the manager took back! So back to the store I went to pick up the fricken modem that we didn't want in the first place! At that point, I was beyond frustrated and just needed our internet back! THREE HOURS on the phone later with xfinity tech support, we got the WiFi back with the new modem. That was yesterday. Today, our WiFi and TVs are repeatedly out again despite the new modem! Like I "REPEATED" to ANA, we didn't think the issue is the modem! I simply wanted to make an appointment for a technician to come by. She wasted HOURS of my time, and gives her company a bad name and reputation. As soon as I can drop this contract, I plan to switch companies. xFinity is terrible! read more

Xfinity Customer Store - Cable added by Comcast so I can't open their side of panel. - Internet Service Providers Near Me - San Mateo, California

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This is the biggest ripoff. I have been on the line four hours to get a tech appt resolved. They keep sending Mrs to different departments. I pay so much money and everyone hs their head up the asses read more

This has nothing to do with the store but the service. Unfortunately Crapcast is the only provider for this neighborhood but is the worst service I've ever had. The prices keep going up but the service gets worse and worse. By far the worst service provider I've ever had. read more

Every time I come in is "short staffed" and extended wait time for services. I first contacted online chat customer service and was told issues resolved by restarting the WiFi router. But the connection did not work then said need to go to local store for exchange equipment. Nothing is easy. And waited for over an hour for simply equipment exchange. I wonder why they can't have specific agent for return or exchange equipments only rather than waiting all other customer for other lengthy plan services. This is lack of management. Once my contract is done. I will cancel the service. Expect extended wait time coming here for one simple issue. read more

Quick service and address the issue correctly. I was having concern with Camcast but the service people helped reversed my concern

I create the listing, and I'm #2? Damn you Lucy C! ;-) The store is part of the new Hillsdale mall, a few doors down from Trader Joe's, and it's a beauty. Lots of space to move and groove. I like the long table stations that each representative have, that, and the space, you don't have the person behind you breathing down your neck. AT THE STORE ============= Tasha was quick to help. Very knowledgeable, I appreciated her calm approach and she sought out the best deal for my requirements. Very happy with the introductory price of the package for the first year. She also recommended that I buy my own modem instead of the monthly rental, and recommended certain models with top features. Note: From Amazon, I bought the MOTOROLA MT7711 for $199 -- very happy with it thus far. It pays for itself and 8 months. INSTALLATION ============= The morning before, I received an email for a 2 hour window. Perfect. David arrives, and is clean and very detailed and thorough. He did a complete check of the lines for the living room and 2 bedrooms, re-cabled and labeled everything. If that wasn't enough, he even help lift and place my brand new 65" TV on the wall mount. Very nice chap. Total installation time: 2.5 hours. THE APP (or APPS) ================ You can do everything from LIVE steaming, watching movies and TV shows, watch your DVR recorded shows, view/pay your bill, and even upgrade or report a problem. The main app (and there's several) is good. ALL IN ALL ========= Very pleased! read more

Where should I begin... decided to get wifi in my new home with xfinity. Flex box was defective it took me over a month to get that conclusion because the only customer service that is easily reachable is via messaging through app. A lot of circling back to the same "resolution" finally decided to call them and it is so hard to reach an actual human being v an automated machine. While I was trying to get help on the app the SR convinced me to switch to xfinity mobile.. saying I would Pay the same for the same services.. just came back from Mexico with an over $300 bill!!! EMPTY PROMISES... SCAMMERS... had to come in to the store to complain because I was NOT going to deal with another messenger or automated machine. Of course when I explained why I was complaining there first resolution.. "I'm going to need you to call xfinity" I said NOPE I need to talk to a human. Queue the manager the "best he can do" is $75 credit. SAVE YOURSELF STAY AWAY FROM XFINITY! HORRIBLE CUSTOMER SERVICE. read more

I went into this store with my wife to switch from AT&T to Xfinity. The individual who helped us checked to see if my wife's phone was unlocked and said it was not and we needed to go to AT&T to unlock it. Ok, no problem. But after leaving the store her phone was stuck based on whatever the individual did to it. So we had to go back and ask someone else to fix whatever he did. This other individual begrudgingly helped my wife. Overall the customer service was terrible and we will not be going back to this Xfinity location read more

Oh my GOD! Xfinity has been down since 7:00 pm last night! It is 11:00 a.m. and it still isn't up. What's up with their service in the Bay Area! It's embarrassing for a "tech communications" company to fail so miserably over and over in an area that is sooooo tech savvy! Get it fixed already! read more

The greeter is COUGHING! They have a guy (middle-aged white) sitting inside the front entrance who asks what you want and what your name is, said the wait would be about 30 mins. He was wearing a flimsy blue mask but he was COUGHING every 5 minutes. A loud hoarse cough too, not a light one. I sure hope he's been Covid vaccinated. The breeze blows inward so whatever he's spewing gets dispersed inside the store, just great. Shouldn't a manager have told him to go home?!? Went there yesterday, waited 30 minutes only for the guy at the station to tell me he couldn't help me. Wtf? Service is still meh even with their redecorated interior. Only 3 of the 10 stations were staffed, so expect to wait. read more

I don't normally review however when you get really bad customer service I can't stay quiet. I started with internet and decided to add TV service. You would think they would be happy but no... they charged me a $70 upgrade fee which I had to contest and after several hours it was reversed. I now realize the my original offer for internet was taken away when I added TV even though I asked that my internet service not be affected and was assured it would not be. I realized that this happened only because I am trying to take advantage of an offer and was informed that my original internet plan did not fit into my new plan. I asked for proof and the rep said she had no way of showing me. If I could give negative stars I would. New customers beware of what feels like a bait and switch. Do not get connected with Comcast/Xfinity. read more

Went in store to pick up hardware today. Staff except one were with customers with 1 person waiting in store. It took at least 3 minutes for someone to check me in and told to have a seat until called. After 10 minutes of waiting, several staff members were no longer with customers and chatting while we waited. I waited another few minutes and they were chatting without helping customers. read more

Bunch of slow ass "tech" ppl. Go hire more ppl. Line hasn't moved in 45 minutes. Or atleast have 1 person dedicated for just signups

Horrible customer services. Specially the Asian women she's extremely rude to customers read more

Overall had a great experience at this location. I was helped expeditiously and the Xfinity agent was kind enough to find me the best bundle that fit my needs and most importantly lightest on my wallet. Would recommend this location to those looking to switch to Xfinity. read more

After several phone calls, I could not get the early termination charge reversed. After 15 years with Comcast, I get slapped in the face because they don't offer service to my new address. They can't provide me service so I get billed for dropping them. This is ridiculous. They also keep telling me to return my equipment that i don't have to get to get the credit I have. After hours on the phone in multiple conversations I continue to get no where. I recommend going to any other service provider. read more

Terrible customer service. I went into the store to pay the rest of my phone bill, to which I was told I qualified for a deal/discount from adding another line. I was told to come back in 2 weeks later once the deal had been updated on my next bill cycle. When I came back in 2 weeks later to, again, pay my bill, I was told by the exact same employee who helped me, Jessie (Jesse), that I made it up in my head and that he did not know what I was talking about. I have never had someone who is helping me try to blatantly lie to me and try to gaslight me. Won't be going to this store for any more help and do not recommend that employee. read more

Worse customer service ever!!! Could not even return equipment. Was second in line when the opened and was told I need to see a manager. 20 people ahead of me! Do yourself a favor and go to another store read more

CORRUPT you're being sold equipment it says it's gonna do this that the other and you find out later that you gotta pay all these different premiums, corrupt corrupt read more

The slowest working people there. You can be there for an hour just to exchange a cable box.

Even after setting everything up over the phone, the wait to pick up a cable modem and installation kit was an hour ... though there were only 3 customers in the store, there were only 2 employees and they did more chatting and pitching extraneous services that work. I wish Google Fiber was available in my area so I didn't have to give Comcast another dollar for the rest of my life. read more

Customer Service At Hillsdale is hot and cold. Some days you get service in 5 minutes while other times 1-hour plus. I wanted to get a replacement gift card that took 2-months to receive. Technically the help is fine. How can I access Xfinity Wi-Fi while traveling across the country or overseas? read more

I couldnt find any other posting for Xfinity and couldnt understand why not. my complain is for Xfinity billing. Another year of up rates but the problem is we are paying for a service we do not want or use. There are other seniors that this is happening to also. We are being billed for the regional sports fee the charge is now gone up to 18.75. Xfinity WILL NOT ADJUST. When I called Jackie Speers (hope this is the way she spells her name) The person who answered the line said they received other calls from seniors and that there was nothing they could do about it. why not ? So you ask why do we still have Xfinity ? Well my husband doesnt want to chance. He spent over 1 hour talking to them about the charge and they didn't remove it. I tried for many years to get it removed and they wouldnt do it also. Why can a company charge people for something they do not want or use? So I decided to at least leave them 1 star. It is at least better than fighting my husband over it. It would also be helpful for yelp to have a heading for Xfinity not just for the store. I couldnt find one. read more

I went in hoping to fix the billing on a multi-product discount and was "helped" by the kid with a funko-pop figure on his desk. When I explained my problem he was too lazy to do some research and told me that the multi-product discount I had signed up for didn't exist and that the deal offered by the agent was fraudulent. I go through hurdles with multiple agents in order to fix the billing and return the iPad. Few weeks pass and I am billed again for an inactive iPad. So I call back and explain what happened to the xfinity mobile repair team, and they say the multi-product deal was valid and the reason it didn't apply is because of errors on xfinity side. They said since I cancelled the iPad( because the in store clerk advised to do so) that the promotion could no longer be applied. So now I am waiting for my claim to be seen by the "backside" of the office to process the return and fix all the excessive billing when I could've just been directed to xfinity mobile repair in the first place and now I am no longer eligible for the promotion because of this clerks laziness and lack of respect for their customers. This entire fiasco has lasted for over two months and I'm still not entirely sure it will be resolved this time. read more

As a 16-year Comcast customer, I'm very familiar with it. The company has really evolved over the years, especially its customer service. Even in the old days, when making any kind of service change was a huge hassle, the customer service people were very nice. But we all know that going to Comcast offices back then was awful, as was dealing with them over the phone. The other day, after getting a new TV, I visited this Xfinity store. I was completely blown away by this experience. I was immediately greeted, and helped soon thereafter. There were a lot of customers in the store, and we were all helped quickly. Over the weekend, I went back with a question about using the Comcast remote (versus the Sony remote that came with my TV). Joe was the greeter that day, and he took all the time necessary to answer my Qs and give me a few tips and tricks. He was busy with a lot of customers, but he made sure we all got the help we needed.He really knew everything, and was incredibly gracious. Turns out Joe is the store manager with years of industry experience. The reason for four stars, not five? Pricing. Not only is the monthly subscription price high, the associated fees make that price go up about $30. Fees like "Regional Sports" which, I guarantee, I have never watched once in my entire life. Or cable box and internet voice equipment "rental" fees. I have their "Preferred Triple Play" plan, and asked about dumping my home phone (which only gets Spam calls now, partly because Comcast doesn't have an effective Spam screener like Verizon's). They said it wouldn't make any difference, price-wise. Completely crazy. OK, I'm done with my rant. This Xfinity store is fantastic. read more

Tamica was so nice to me! So sorry if I spelt her name wrong but it was nice to walk into the store, be helped right away, and greeted with a smile. Thank you for the easy pick up and quick laugh :) I appreciated her kindness very much. Especially when the world has been a little harsh lately. read more

I have been an Xfinity Internet customer for years. Starting this Tuesday, due to severe weather conditions, the Internet service stopped working. We checked the outage map, and it just said that they were aware of it and would restore the service ASAP. Four days later (and after the weather cleared for three days), the status remains the same. We also tried to reach out through phone and Chat, and we were not able to speak to any agent. As soon as you enter your street info, they'll switch you to the same old recording and then hang up. read more

We sat down as an angry old lady told everyone waiting, "I'm the only one who made an appointment! I am first!" As they announced the next person to be helped, she hustled towards the counter, exclaiming, "My name is Irene." The man helping this bitter & energetic old woman was professional, but definitely as firm as he needed to be. At least in a dying cable business, the angry olds will be the first to go. We were called next by the super professional and helpful Jared. A+ ppl watching & A+ service. read more

Simply put Xfinity is the worst company in the free world. Their attempt at "Customer Service" is abhorrent. They lie cheat and steal your money by raising prices every month but not enough to have most notice. They do everything in their power to not talk to you. Everything forced to bot chat. Turned off cable and Internet with 24 hours notice - for "upgrades". Do anything you can to avoid ding business with this company. They changed their name from Comcast because their reputation is so horrific that they thought they could fool people. Run away from this awful disaster! You'll thank me. read more

I went to the Comcast store {Xfinity } at Hillsdale Mall in San Mateo. Was there on July 2 2023 to purchase a new Samsung phone. It was a great experience. Leann, sales person, was incredibly efficient and knowledgeable,I thought that she was a supervisor. She was not only professional, but personable. She then turned the rest of the task to Jessica, who was equally adept in her job. Leann had to leave, and Jessica continued to transfer my data from the old phone, to the new one. She also put the protective screen on, and paired my watch, what service! I thank the both of you for making this an enjoyable experience. Melody M read more

TLDR: Lies and a complete waste of time. Upon arriving, I was asked what I was there for and I said returning equipment and seeking reimbursement. I was asked to sit down and wait. I waited for more than an hour and when I was finally "helped" I was informed that they couldn't process reimbursements in store so all I had to do was drop off the equipment and call their customer service number. I was ensured by two call center reps, before stopping by in person, that my reimbursement could get processed in store and for the full amount. The only thing the in store associate had to say was that I was most likely not getting any type of reimbursement. read more

It's not the store that I am rating, it's the company it's self. Horrible service. Once I was able to talk to one of the agents through the app on messages after a really long time that we were messaging, she decided to ghost me and I wasn't even mean. Somipam was the agent that was helping me out and apparently wasn't able to help me get my device to go from offline to online. Will be changing companies! read more

Very poor customer service, the people in the front desk are not good at communicating and they are not as respectful as you expect! They made me wait in a line twice, and just threw their hands up in the air that you need to wait again! And also, got my name and my phone number wrong. read more

They have the worst customer service here. When they tell you the wait is 15-20 minutes, what they actually mean is it'll take 2 hrs.

The worst customer service ever. Was trying to set up my internet service for a month. Nobody is ever came. Rescheduled appointments without notifications. Please stay away from them read more