TV box would not power on. Troubleshooting via website was a bad experience, eventually told to take the box to the store to exchange. A customer service rep met me at the door and when I mentioned I needed an exchange, Alex promptly retrieved a replacement box and sent me on my way within 3 minutes of my arrival. I visited the store around 1:30pm on a Tuesday - perhaps lighter customer traffic at the time contributed to the expedient service. read more

I signed up for their fiber optic internet service along with 2 cell phone lines and 2 tablets via the Chat feature on their website. The agent assured me that there was fiber at my new home. In speaking with a different chat agent afterwards, they told me that they DO NOT offer fiber optic in my area. I tried to get a supervisor on the chat. About 20 minutes later someone came on claiming to be one but couldn't cancel my order. I can't believe I was lied to and I have it all in the printout from the chat feature. After 2 hours of this nonsense I signed up for a call back...5 days from now! What a completely BS business they run. I see other reviews next to mine and no comments from the company. Telling! read more

I went in to try to lower my bill . A rep on the phone actually lied to me and said I would get Disney plus and Hulu free , which wasn't the case . The person in the store had me do a zoom call with a virtual assistant - why couldn't they help in the store ? All in all covert frustrated with Xfinity and lack of customer service. read more

For some reason you have to meet when someone to return equipment. I don't know why one of the three people who never moved from the checkout stations for the full 30 minutes I was here couldn't do it. Whatever estimate they give you for your wait time, double it, at least. Fifteen minute wait turned into 30 real quick. My visit here did nothing but solidify my decision to end my relationship with Comcast. The only reason I can tell they make you wait to return equipment so that they can try and talk you out of returning equipment/quitting service with them there was no reason that I needed to wait 30 minutes for a transaction that took 60 seconds. Total garbage company read more

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Absolutely terrible experiences here, most recently a few days ago. First of all they have a completely inept waiting system so plan to be there at least an hour to do anything. After you waste an hour you will get an employee who can't help you. Then you will be directed to one of their kiosks that invariably has a tech issue. Not kidding every single time I have had to use the kiosks there is an issue. I have recurring billing issues due to them not removing cable from my bill so I have to make multiple phone calls and show up in person to get any resolution as they are quick to shut my internet off when their bills are mistake riddled and I am in the process of pleading my case again. This last time the guy informed me I have a $60 credit due to over paid bills which felt low but was something. He said my next bill would be in March and I am all good. I get an email today that my service was cut off and since I was at work I couldn't drive over there. Now I am on hold and you guys did it, I am finally cancelling. The amount of time I have wasted with this ridiculous company should be a crime, I deserve restitution. read more

I was nervous about switching from AT&T to Comcast because Comcast has a bad reputation, but I have been nothing but pleased with our decision. It all started with visiting their brick and mortar store. After ordering the equipment online, my husband and I went to this xFinity Store By Comcast to pick up our equipment. When we entered the store, we told an employee our name and he brought out our equipment out to us. We have gone to this store a few times to pick up and return equipment. Everytime we go in, we get the same fast service. For quick and convenient service, I highly recommend xFinity Store By Comcast! read more

Went here some months ago to handle some internet equipment exchange and also optimize my account for economical fast service. Since I was at this store a year ago the employees have improved quite noticeably. When you walk in the person handling greeting registration and waiting for a service agent is much more helpful and ready to provide time estimates for the wait. For super fast things you might be able to do a quick drop off of equipment return at the greeters desk and not even need a service agent. Servicing agents were plentiful the day I went, avoid lunch hour and after 5PM. The store is open regular retail hours but business hours are best time to go when everyone is usually working. I wouldn't set foot in here on a weekend as all the weekday workers are piling in to do things with the store staff. Overall a decent experience. The only thing I'd ask to be done better is the waiting process. They have a big screen TV. They could program a thing to show the initials or a service request number and how many people are ahead of you in the electronic queue but it's no big deal as I said you can recheck with the greeter to see if you're next or if you need to come back another day (sometimes the wait can be too long.) This store seems to be worst on Wednesdays and Mondays for being hammered with people visiting. Of all days to avoid. Avoid the weekend and Mondays at this store. If it can wait til Tuesday or another day do so. Wednesdays are fickle and unpredictable but a worthwhile gamble against any Monday or weekend day. If this store is too clogged there's always the one in Schaumburg which is bigger but can also have the same queue packing issue. read more

I brought my equipment in today to cancel my TV and Voice services. Despite telling the employee multiple times that I didn't want to keep any service other than internet, the employee signed me up for a new TV service without my approval. I did not learn he had done so until I got home and got a confirmation of my new TV service (which I never authorized). I then had to spend the next 30 to 45 minutes on the phone and on chat trying to get the unauthorized TV service cancelled. Beware of doing business with this store and with Comcast in general. They are scammers. read more

Good size location . Many employees. But number one is MARCUS. Marcus understood my situation. I've moved my account from AT&T as AT&T I was with them from 18 years old to the years of 51 years old. They don't care about that . But they were taking more from me than they deserved. I was grandfathered in and they kept changing my plan from $120-$200. I got tired of this arguing with them every year that I left them for XFINITY. I started my plan with a different location where a young gentleman helped out and made everything possible which I will have a review for him at a different location. His name is Gavin and is located on Rand road at the Kildeer location . He did his best for me, but Corporate not always agrees with what was settled by management of a store and future customer. Marcus solved any issue that was worked out by Gavin but as a misunderstanding, some thing I was not to pay for was being charged, and Marcus made sure that was all clarified and cleared now my account can start normal . I am satisfied with Gavin's work, and also with Marcus. But I have noticed with the plan I'm on both my phones and they are not working correctly while outside the house . I have five phones on my plan. But not working correctly like they did with AT&T outside the house because of the wireless. I'm fine now I should have unlimited everything but the Internet doesn't work outside the house sometimes it does but for a lot of sites or applications it's not working correctly. I will stop and see Marcus one day or Gavin and I guess by choice I'll have to upgrade or decide to leave the company. I'm gonna try to hold out and stay because I like who I was working with. This review is mainly from Marcus, so I give him props. Hope the company sees what he does for their customers, A+ personality, kindness, and cares about what the customer saying. read more

Quick and friendly service at this location. I was a walk in and did not need an appointment.

Small store with what seems like 50 employees, but you wait forever even when only a few customers are in the store because the employees are all wandering around talking to each other while ignoring customers or running to hide in the back to avoid doing anything. Terrible customer service. read more

this store is terrible at handling equipment returns, they have you waiting for hours just for a simple return or they tell you if you don't want to wait to go to the ups store down the street read more

I made an appointment at 2pm, confirmed via text/staff. Arrived 15 min early because we figured there would be people waiting. By 2:30pm, we were still waiting, so that's 45 minutes of sitting there even with an appointment. Never going back and would recommend going to another place or doing this online. The people working there were no help and simply didn't care. read more

Xfinity's business model is simple. 1) Set you up with auto billing so they can take all the money they want. 2) Raise your bill often (very often). 3) Cut your service ( less channels / less DVR space etc. Simple but predictable! read more

Second time here in a year to return equipment. Came in at 11:00 AM already 10 people waiting. There are 10 kiosks but only three employees working. About a 40 minute wait for service. Very disappointing considering the amount of money we pay for Comcast/Xfinity service. An employee told me if I didn't want to wait I could return the equipment at any UPS store. read more

Waited 45 minutes and were not helpful at all. Do not use Xfinity. They keep raising the prices

I had a few experiences where I had to go to Xfinity a few services. Every staff in this store are really amazing out there! I specifically call out 'Andy', he is just amazig in terms of resolving the issue! Thank you my friend, you own that place! read more

They are amazing Moe helped me get and understand what I was getting. I work from home and he told me what I needed to get and once I tried it at home there isn't an internet that comes close to what I have. read more

This is for Xfinity as a whole. Don't give them your bank or card information. I opened an account for WiFi They tried to talk me into cell phone, I said I would think about it. They went ahead and opened an account. Took the credit card from the other account and hooked it to that one. I've called st least ten times to have it shut down the first time they charged me for an account I never activated or gave them permission to bill. They have now charged over $200 on an account I never authorized. I can't get it to stop. Probably have to close my card down at least. Filing theft charges. read more

My first year with Xfinity was up, so my monthly rate was going up. I went in to get a slower Internet speed because I don't need the top speed. The young man that helped me found me a deal that would keep what I have, but at a lower price. The lower speeds didn't have as good a deal. He was easy to talk with and was very courteous. It was a good experience. read more

Xfinity has charged me $17. dollars per month for four (4) years for two old cell phones no longer in use. I found out about the false monthly charges were debited automatically on my credit card. Speaking to an Xfinity agent, although they found the charges were not justified, Xfinity agent told me they would only refund 6 months credit. So Xfinity took aproxiately $700. dollars of my money and would not agree to refund the monthly charges paid, (for nothing) for the 4 year period. This company is dishonest, I would not recommend using Xfinity for mobile phone service. I called Verizon, my current carrier and they helped me to find out Xfinity was charging me for 2 cell phones not in use for 4 years. read more

I have appreciated the customer service I received by XFINITY, especially Amele and Felipe and Christine. Two were by phone and the other in person at store location. Helping me to get account set up, equipment needed, and finally getting actually connected. All of them helped until that specific need was filled. Much appreciated for not rushing through to next phone call! read more

I went into the Xfinity store because I recently purchased Internet and mobile through Xfinity I had gotten a new Apple iPhone 16 Pro Max About a month later, I broke my phone But still owe payments on the phone luckily, I had a Old iPhone that I wanted to activate at the store they told me that I can activate it but I had to add a fifth line because I was still paying off the phone so I said OK. I added the fifth line I was on my way. On the iPhone 16 Pro Max I had AppleCare AppleCare replaced the product for me So I went back in to the Xfinity store to activate the phone and cancel the fifth line that I had opened, but they told me that I couldn't because I didn't have insurance through Xfinity. That I would have to pay off the phone first, instead of just continuing to make my payment this is what the assistant store manager told me this his name was Robert. So I told him are you sure if I call Xfinity they're not gonna be able to do this for me he told me to go ahead and try but because I also still owed money on the old phone, I would not be able to add the phone and cancel the fifth line Long story short. xfinity was able to help me out with everything I need it. They were able to update the IMEI that was connected to the payment phone and also able to cancel the line. I don't know if it is not enough training, but I wouldn't tell the customer know I worked in customer service. I was a store manager for AutoZone so I know all about say no to a customer but know your facts if you're gonna say no, we try to help the customer out by calling Xfinity yourself. I basically did their job for them it just seemed like he was not interested in helping me. I would not recommend the store to anyone if anybody has an issue I would call customer service. They helped me with everything I need very professional. read more

Ryan was the saving grace at this store. He is professional, competent and patient.

They have terrible customer service. I asked a guy for help. He helps me and I'm explaining everything. He's nonchalant about the stuff I'm saying while he's on his phone. I just so happen to look at his phone and he's plying a game on his phon "solitaire" I believe a joke of a store!! Store looks nice though!! Maybe he was just the bad apple out the bunch ‍ read more

Worst experience I ever had. No one is trained at this location. Everyone is giving different answers and zero help. They jumped fast to open up a new account but when it came down to transferring over a phone line they gave me a number to call because they didn't feel like doing it in store. Too lazy to help a customer, their excuse was it would take 3 hours on the phone in the store so they sent me home with the Xfinity phone number. My husband passed away and I needed to open up accounts in my name and transfer over my phone number. They told me my dead husband has to give "authorization" to transfer the number. The African American gentleman's advice who worked as a rep at the store was for me to ask my "guy friend" to call xfinity main line and pretend to be my dead husband and give them permission to transfer my line. Really? Also, when they opened up a new internet service account in my name I had no internet for 3 days. I visited the location 3 times, called xfinity several times, spent hours on the phone with reps trying to reset the signal and configuration of the modem but at the end they sent out a contractor of subcontractor who didn't speak English (Ukrainian) and tried to make a new line outside, new holes through the siding and my house. I told him I don't want any new lines/holes, he got angry and canceled the appointment and left. In reality my line was good (worked for the last 5 years I lived there) and just needed a "full activation" of my new account. No one was able to help me at the store, over the phone, not even the in person Tech they sent out but a forum online. Extremely unprofessional service. I was very disappointed with the service I received and how I was treated. read more