If I could give zero stars, I would. Prior to visiting the physical store, I contacted customer service to have my account role updated to "Manager," which is required in order to purchase a new phone. After a lengthy 55-minute call, I was assured that the necessary changes had been made and that I would be able to upgrade my device. I scheduled an appointment at the store, but before even sitting down with the assistant manager, I was informed that I was still listed as a "Member" on the account and therefore ineligible to make the purchase. I explained the detailed conversation I had with customer service the previous evening, during which I was told this issue had been resolved. Unfortunately, the assistant manager was neither helpful nor cooperative. He initially refused to change my role to "Manager," citing legal reasons, but was unable to provide any documentation or policy to support his decision--stating instead that he simply chose not to proceed. While still in the store, I contacted customer care again. The representative attempted to assist by speaking directly with the assistant manager, but the situation remained unresolved. I was then advised to visit a corporate store for further assistance. I'm not expecting special treatment, just reasonable support and follow-through on assurances made by your customer service team. The handling of this situation reflects poorly on the management team, and it's disappointing to see such a lack of accountability and customer support. I will not be returning to this branded location, and I strongly encourage anyone considering a switch to Xfinity Mobile to carefully reconsider their options- make the drive to a corporate store. read more

The customer service that you get on the one 800 number is absolute trash. They don't solve your problems. They hang up on you and get away with it. Sitting on the phone for 9 1/2 hours. Still didn't resolve the problem that was fixed five minutes after I walked into the Xfinity store if you're going to use this company, which I strongly recommend that you do not do any and all business through the local store as they are a hell of a lot smarter read more

They either lost or stole my trade-in phone. I was supposed to get a $550 trade in credit. They told me to leave the phone there and they would send it in (seems legit, right? I mean, it is an Xfinity store and all). Well, they never sent it in. I'm now stuck paying $90/month instead of $60. I physically went back to the store 3 times once I noticed the credit wasn't being applied to my bill. The first time they told me there was a delay on sending them out. Next they told me there was a change in managers and the third time they just straight up told me the phone was nowhere to be found and acted puzzled.... very professional. Now when I call Xfinity, they tell me it's my problem and I need to sort it out with the store which is an absolute joke. I have told them I tried and they were zero help. Xfinity help line has zero contact with these little stores which means the little stores pretty much answer to no one. DO NOT LEAVE YOUR PHONE WITH THIS STORE. I'm stuck paying an extra $550, on top of having a phone stolen that I could have easily sold outright. For all I know they didn't even wipe it. Some creep out there has all my personal data. read more

Would also give zero stars if possible. Bought a new phone and traded my old phone into the store. After a month I still wasn't receiving a credit on my bill. Called customer service and they have no record of receiving my old phone. Went back to the store and they also cant find my old phone. Was told by a representative, the store manager would call me after he looks into it. Still no call a day later. A gentleman was in the store the same time as I was and he had the same thing happen to him. I guess I should of questioned the representative when i gave him my old phone and he put it in his back pocket! I asked how do i have proof I turned the phone in? His reply " you have 2 witnesses that i turned it in, himself and a coworker standing next to him. read more

The prices are very high. You cannot get passed the voice recognition when you try to call. They force you to listen to ages of pointless recordings that are not helpful and extremely annoying. You will sit in a queue for over 45 minutes listening to loops of the chatter instead of soft music so you could at least concentrate and multitask. Phone and internet agents are separate making you repeat the whole process if you need something that straddles both services. They bill you instantly for every penny but when I discontinued my services I was billed for the entire month. No prorating if it benefits the customer. Just horrible service and pricing! read more

Ever walk into a place and it just has that bored atmosphere? Like you walk in and everyone is just so tired of having to be at work that they are doing everything but work. Guy sitting annoyed while looking at his phone, check. Person standing behind a counter just to lean on something, check. Someone aimlessly wandering around in a pacing manner, check. Even though they are bored, there was no movement in the need to assist anyone that walked in. We were there to simply hand over old equipment which should have equated to a quick visit. But it didn't. However, once someone did notice us, we were handled fairly quickly. Since it was just to hand in old equipment we didn't need to do much more. Once we walked into an establishment that was filled with annoyance, we didn't have the urge to look at anything let alone ask questions on services. read more

My calls have been dropping constantly. I live in a town where we do not have service, so we use wifi-calling. My husband who is also on my plan has no issues at all. I constantly have to restart my phone to use it. I have an iPhone 13, so it's not too old. I went into the store on Oakland Ave to have someone look at it. The rep came over, I explained what was going on. He went behind the closed door to talk to his manager. He came out and said the manager said "buy a new phone or switch carriers". I left the store. We plan on switching at the end of the month. read more

Hard to believe a company as big as this will scam and lie to old people just to try to sell some junk watches , 14 years good internet shame to have to bail but that was so dirty of them I would rather pay more elsewhere, oh phone service always sucks anyways read more

So Comcast initiated a huge update, rendering several older cable boxes unusable. After trying for an hour to get info, we were told to take the box to the closest Xfinity store to trade it in for an updated box. After driving almost 30 miles to get to the Indiana location, waiting in line for 30 minutes more, the one associate waits on us. Takes our main unit box, comes back with a little tiny box and says that's all he has, this will work. After getting home and having no luck in getting it to work, and another 30+ minute wait on the phone, the customer service rep comes back to tell us that we were given a receiving only box and that the associate should have gave us a main system box like the XG1 or XG2. This guy knew it was the wrong box, claimed it was all he had, yet the customer service rep said they had 65 main boxes in stock. Now we have to try to get back there again to get what we need, all because this incompetent jerk wanted to be lazy and not do the job he was being paid to do. I'd rate my experience a zero if I were allowed! read more

Xfinity as a corporation sucks. Eliminated our tv service due to constant outages. And still.. Never have internet service due to outages but continue to be charged for the top tier service for which I pay. If you have options. Choose ANYONE else.. read more

What a great experience. Fast and knowledgeable. Very friendly staff that makes you feel welcome. Cindy, the assistant manager if fantastic. You can tell she cares about her customers. Thank you!!!! read more

Absolutely terrible after finding out that you have to have the Internet service to open the phone told them they should advertise that better then had a heavier set representative with a goatee told me to calm down when I had already left and proceeded to follow me out of the store and get into a verbal argument where he threatened to quote him "beat my ass" yelling across the parking lot in front of other customers read more