Random Xfinity equipment showed up at my address that I hadn't ordered. I tried resolving it over the phone but never received a clear resolution so I opted to come into the store. I was greeted upon entering who put my information into the system and told me I was in queue. It was New Year's Eve so I thought it wouldn't be busy, and I was wrong. A couple other dozen people had the same thought. I would highly recommend making an appointment because people with appointments received priority in the queue. The lady who checked me in would clearly say, "[Insert last name] is ready for their appointment" versus "[Insert last name]?" - I imagine this was partly to let all the rest of us know the person was jumping the queue. I sat there playing on my phone for twenty minutes before being seen. You never know what the person in front of you needs - could be dropping off equipment or could be asking every conceivable question about phones and cell phone plans. Be prepared to wait! The gentleman who helped me was super nice and apologetic. I told him of my weird interactions of late with the call center and he was able to correct it. He even found an erroneous low dollar recurring charge I noticed but thought was something else and removed it. I also appreciated he gave me the resources to handle if a phone center employee gets creepy again. After I was able to talk to the rep I was only there for another ten minutes and off I went! read more

where do i behin? customer service is a joke. this service is AWFUL. always lagging always stopping in middle of shows or not working for months. wrongfully charged. rude staff. harassing staff. horrible customer service. have not had one pleasant experience to this day. tried to call for 2 years to fix an issue with the account, and they have yet to fixed it or do anything. instead they mess up my account charge me 3 times in the month when I'm calling about the bill in the first place. idiot changed my accoutn to bill per week and then charged me that day!!!! the next day and a week later!!!!! I WAS AND STILL AM FUMING MONTHS LATER. what an idiot? what kind of customer service is that bs? i try calling for hours daily and no success I'm in literal tears over this. but then after they illegally charge me Im smart to remove my card before they charge more illegally. they're response ? keep calling me every day 7 days a week spamming me and harassing me for payment. and now they just shut it off on me. what a stellar company. harassing long term lifetime customers . I am so disgusted of this company and their poor management and staff and customer service. I wasted many hours calling them to get no where and made many reports no one followed up on. been 6 months now. will never recommend this company to anyone! iTS GOD AWFUL. calling harassing your customers after outside of business hours? waking me up at 5am on a Sunday? and late at night ? unacceptable. read more

Good service. Get internet cable home security cell phone all one stop shop. They don't rip you off like Verizon. I got 4 services for $350. That was Verizon's bill just for phones. read more

God help you if you EVER need to contact them!! They don't want to talk to their customers. It took me over 30 minutes to get the stupid automated system to allow me to speak to a human. Once I do got a human, I found that most of them are in India and can barely speak English! I was told by one of their people that the best way to get a human on the line is you tell the automated system that you want to cancel service. So sad that they only want to talk with you if you are so fed up that you want to cancel service!! read more

The manager, Cember, does not know how to do her job. She does not talk to customers appropriately and is very rude. Zero customer service!

Factoria location review. The guy at the front checked me in and waited on me. He couldn't have been more rude and condescending. He told me problems weren't his fault because his "Last name wasn't Comcast". I usually use my app but couldn't get problems solved via 2 phone calls or app. I will change providers if I have another problem。 I will NEVER go in Factoria store for customer service again. People need to calm down and be kind. I'm sure he hates his job but why make everyone you meet miserable? And whoever is the manager there should not allow it. read more

This has been, by far the worst experience I've EVER had with Comcast; to call them xfinity would be a compliment! After being on the phone for almost 2 hours today I can honestly say that when I do want internet, it will most definitely NOT be with comcast! I'm on the essentials program with a discounted monthly service. When I realized that they'd increased my monthly charges to $14.99 from $9, I decided that I don't really need internet and if I do my phone has unlimited hotspot...if you have unlimited hotspot, everything else you don't really need. 1st call: I requested a call back from their app and received it shortly after. I verified myself and we discussed the increase, there's no retention for the financially challenged apparently. He explained that 14.99 is the lowest plan they had so I said fine go ahead and cancel. The rep insisted on telling me more about the new fee, finally I insisted on speaking with a manager at which point he muted the call...it really is a deafening silence, I told the dead air that I'd rather be on hold instead of being muted. He comes back to say he's still waiting, I said that's fine at least put me on hold! God I hope this entire experience was recorded to IMPROVE customer service! I continued to wait to speak to a manager and at 37 minutes I think, he hung up on me! 2nd call I requested a 2nd callback from the app. This time it was a woman, I explained that I'd been disconnected by the previous rep and I just want to cancel my account! She too wanted to try to sell me on the plan, after I explained that I'd been hung up on and just wanted to speak with a manager! She also uses the mute button as a hold button! Sorry but your call time quota is NOT MY PROBLEM! After continuing to hold longer I spoke with a woman who claimed to be a supervisor (keep this in mind please) I told her I wanted to cancel my account and she told me she'd have to transfer me to the retention department and while trying to discontinue my service the call dropped. 3rd call After being hung up on twice I decided to call from my phone instead of the app. Their mic is too sensitive; I couldn't get a word out because it would ask a question then get cut off by their ai. So after talking to the fake supervisor she transferred me to retention...most definitely NOT a one call resolution. I was put on hold again for Manny minutes then she returns to advise that she's still waiting. She says she's transferring me to the retention department and disconnected the call! That straw broke the camels back! Call 3 They said that I'd need to be transferred to the essentials department for cancellation...why couldn't the fake supervisor just transfer me directly there?!?! Probably because she wasn't an actual supervisor. While being transferred to yet another department I was put on mute again!! Once transferred to the essentials department I explained my hour long frustration and that I don't agree with the rate increase and wanted to disconnect service. This lady really didn't listen to me until I started talking over her. At that point I told her I wasn't concerned with the details and either wanted to disconnect service or speak with a manager. She explains that it isn't possible to be transferred directly to a manager, they only do call back requests...so who lied to me, her or the 1st rep?! I asked to be put on the call back list for a manager and she continued to elaborate on the reasons for the rate increase but no acts of retention. After contradicting at least a couple more reps I'd spoken with I was so very frustrated and yelled to cancel my fucking account and hung up. Yeah I know, she probably didn't cancel the account or put in a callback request for a manager. I've worked in the call center environment before so I'm privy to the processes and managerial availability. Never say never but with comcast I'm done! This wasn't an epic failure; it was an egregious display of complacency, laziness, unprofessionalism and acts like muting my call instead of placing me on hold were insulting to say the least! Being cold transferred repeatedly instead of filling in the next rep, it's called a warm transfer! This is one of those no star experiences, unfortunately that's not an option and no, they don't even deserve 1 star! One call resolution doesn't exist anymore! read more

Watching a movie on Comcast is aggravating. CLick on a YouTube movie and you watch a movie you never chose. Hulu interrupts your movie to provide information that Comcast has on record. Who is working for who? What am I paying for? read more

The fellas helping me out with my service were top notch, proficient and efficient. The manager, Daniel H, was rude to every customer he encountered and lied to several people about not being able to provide a receipt for returned equipment. It's against Washington State law to refuse a receipt when a customer has requested one. read more

These people are not knowledgeable and are completely useless in solving and problems we've had. They are not worth the price due to them overcharging us for over 6 months and being completely unwilling and dishonest about helping us. We stated we only wanted to pay for WiFi but they kept giving us more tv options we didn't ask for and charged us. So frustrating. I will never go back. read more

I arrived at 10 AM to get a new SIM card for my iPhone. at 10:15 I was seen by one person 15 minutes later. Another person helps me at 10:30. I'm told that it should be five more minutes 10 minutes after that a third person comes to help .What is usually a simple a simple task took 3+ employees. they tell me then it would be faster if I would've gotten a new iPhone which I don't have money for. Condescending service was not appreciated as I'm with my four year-old son one of the customer service representative told me that I was a liar in front of my son because he had told me a guarantee time that it would be done by and it wasn't and I brought that up to the other associate. It finally was resolved three hours later, but I promise you it was the worst customer service situation I've ever experienced and the audacity of the staff to question my truth in front of my four-year-old son is absolutely insane. After all three of us were present when it was said. The lead technician that works There is so condescending and rude and not willing to help you with what you actually are asking for but instead, just trying to get you to spend more money with them. I will never return to this location of Xfinity again. Thee absolute worst read more

I purchased new Motorola phone & reception was terrible. Customer service instructed me return to the store & get a new sim card installed. Store tech broke ejector pin off in my phone was sharp enough to cut/scratch someone severely. The tech tried to remove the pin & couldn't then played off like nothing was wrong with the phone. Manager also attempted to fix the phone --but shoved the broken pin deeper into the phone and then gave me back the phone playing that the phone was fixed. It wasn't. I demanded they repair or replace the phone and the tech and manager got mad unnecessarily. My daughter made me an account manager an customer assistance agents give me no respect as a decision maker. Horrible horrible horrible customer assistance and poor-quality reception. read more

First off, Comcast/Xfinity as a corporation is extremely difficult to work with and their tech support is horrendous. However, the employees at this location are always friendly and extremely helpful. So if you're looking to sign up for or remove service I recommend going into the store instead of speaking to someone online. They're also good at finding deals for new service, although that's getting harder and harder these days with Comcast. read more

Nate and Austin have been awesome to help and close my issue despite less documentation in their side. It is these people who keep the Comcast flag flying high!!! read more

We moved and needed to swap an old box for a larger box that could handle a bigger home. Was a simple deal and I was in and out in 15 minutes read more

I'm a Comcast-Xfinity customer for years. While they gave me steady internet and home security, I'm giving them a two stars for their storefront staffs. The installation techs are usually very friendly and knowledgeable but it's the Factoria location staffs. Twice I witnessed the staff named Daniel not friendly at all. He was stationed as the check in staff, no greeting, rude, doesn't want to answer questions, hollered at customers and showed all his impatience on his face.... My list can go on. Definitely needs retraining! read more

I have somehow lost the ability to send or receive Emails to my account. Following instructions to restore my account results in messages to the effect it no longer recognizes my account or password. I'm will to admit I am elderly and not well versed in the maintenance of computer accounts, yet the on-line instructions don't seem to work. I have found no way to reach a "real human" to advise me what to do.. Since my COMCAST emall service is no longer available to me - admittedly perhapsowing to my failure to interpret the online instructions and the lack of a technician to guide me through the restoration process I see the only solution is to change providers. Would you be kind enough to at least tell me how to terminate my Comcast service? read more

This store should be ashamed. In fact, XFINITY should be ashamed for not training their employees around ethics and credibility. I went to this store to move my service when i changed my address. I wanted to make sure that they didn't do some shady stuff they pull since I had disconnected it a while ago. To my surprise they did..then they had the nerves to lie to me again and again trying to pull my credit. They have done it in the past and I had to challenge them and remove it from my credit history. Then the manager came trying to explain the situation and didn't do a good job of trying to convince me that his rep just lied to me..I am not a fool..then they tried to offer me a credit..then some other B.S. Run away from this store..do not trust a word they tell you.. read more

1-2 hours of outage every single for the past TWO weeks. Pretty much paying for two internet services to cover for Xfinity during the work week. read more

Waited 45 minutes just trying to buy a $200 item off the shelf. Then just walked out because they don't want to just check me out and take my money. Idiots read more

Horrible trickery. His name was Amari. I asked for a refund and he ended up charging me on his end. I should of asked for proof. Xfinity fail. read more

Recently my Comcast cable box went bad, so I had to make a visit to the Xfinity Store to get a replacement. I was apprehensive about it because of a prior experience at their old Redmond store which felt like a trip to the DMV with the long wait to boot. I made my way to this store which is located at Factoria Village (formerly Loehmann's Plaza). The store is towards the central part of the complex. It is a couple stores to the right of Bartell Drugs. The store is nothing like the old Redmond location which was in an industrial area. This store is designed like a mobile phone store like AT&T and T-Mobile which is meant to show off the offerings that Comcast/Xfinity has to offer. I noticed in the back of the store that there are a couple self pay stations if you prefer to pay for your cable/Internet service in-store rather than online or by phone. In front, there is a check-in service area. But since I came in after work and there was no one ahead of me, I skipped that process and was helped right away. The process to exchange cable boxes was painless. I just needed to sign an acknowledgement receipt about the change in equipment and I was on my way. While the trip to the store to exchange was easy, I did have some initial trouble with installing the new box. The new one is much lighter, but the design was different from the old box so I wasn't sure if I was installing it correctly since there were no instructions provided. After plugging it in, the cable box didn't work right away. I looked online for an installation video and learned that I had screwed in the cable box cord too tightly. That seemed to help the issue with the video, but then I saw an error "One Moment Please" message that continued to flicker on the screen. Ultimately I had to contact tech support to fix that problem before my cable box was back to normal. Overall, I thought my experience at the Xfinity Store was good since I was in and out of the store in a short timepsan. But the experience could have been better. As a Xfinity customer, I was a bit disappointed that the cable box replacement process wasn't as easy as I would have liked. I think they should have included a setup pamphlet with the cable box and the rep could have asked a few questions of me as the customer to make sure I knew how to install it before I left the store. Installing a cable box may sound easy, but you can't assume that all of your consumers are tech savvy. read more

Xfinity Store by Comcast - Store Interior - Television Service Providers Near Me - Bellevue, Washington

Not a big fan of Comcast the corporation, but the store was great. I made my appointment online for Saturday morning as my DVR box showed signs of failing. As I walked in, I was greeted by one gal and passed the box over to one of the guys. I walked around, checked out phones, and then I sat down. A few minutes later, the guy came back and handed me a new box. I was in and out in about 10 minutes. Couldn't be any smoother than that. The store has partitioned seating and everyone was wearing a mask properly. Staff was polite and the store was clean. Nice! read more

Been out of internet for over 24 hours. Customer service is absolutely terrible. Thought they would be responsible. Still out and no help in sight. If you can stay far away from comcast read more

Been out of service for 3days now. No follow up phone call on what's going on with my wifi not to mention it's extremely difficult to get in touch with someone. read more

The store is worthless. After three long and painful tries to reduce my cable package it still did not go through. I went to the store to exchange my equipment for the new plan and of course they got that wrong to. I also found out they are charging me for cell phone I don't have. Don't use the service if you at all can and don't go to the Factoria store!!! Also the bill creeps And they have no interest in following up or making sure things are correct. There is a Shane at the Victoria Xfinity store that you must avoid! read more

Wow. This store went from a 5 to a minus 5 in my book. So I'm being generous and giving them a 1. The untrained, unprofessional, micro aggressive manager Olivia, was extremely rude and needs to be taught Customer Service basics. Number one, value your customer, be kind and listen. Needless to say, I closed my account and ported my three xfinity wireless phones to Verizon. I canceled cable and purchased Verizon Home Entertainment. I love my new service and was treated like the loyal customer that I am at Verizon. read more

Well, you can tell this store doesn't get many customers, as their interpersonal skills are just lacking... A rude "Assistant Manager" literally trying to pick a fight... Unprofessional techs asking inappropriate personal questions but never actually answering your question... And, sales-reps who turn simple things into complex conversations: "I'm here to pick up a remote" ... "Great--next time, if you don't want to come in, use our app" ... "I can use the app to pick up a remote?" ... "Yes" ... "But I need the remote today, which is why I came in"... "Yes, you can do that through the app and have it delivered" ... "The same day?" ... "No, but what you can do is order backup remotes, so you have extras if one fails" ... "But, I'm here now because I need a remote today" ... "Okay, do you want two remotes?" ... "Sure" ... "Do you have more than one box?" ... "No" ... "So just the one remote" ... "Aren't you giving me two?" ... "Yes, I'm just noting that you actually only need one"... "Well, yeah, that's why you wanted to give me two, because one's a backup, right?"... "Yes, was just making sure you didn't need multiple backups or something" ... "No, just the one" ... "You mean two"... OMFG. Just give me the godd*mn remote. read more

I have to admit I'm not a fan of Comcast at all. Partly because I don't trust their bills, and think that their business practices somehow prey on people who don't know much about telecommunications. Every once in a blue moon, I'd log into my xfinity account just to see some random line items I don't know of that I've been charged for. I know instantly that if I were to call into Comcast's 1800 numbers, I'd be stucked on the call forever with no resolution. So, almost every time, I know if I wanted something solved, I'd be much better off visiting a physical service store to talk face-to-face to a real person. Despite how much I hate Comcast, I have to give a good score for the service provided by this XFINITY store. I've come into this store twice already to ask them for help and to explore deals that would lower my costs. Both times, I've met with the store associates who were polite and efficient at providing me the help and suggestions on how they could help lower my monthly costs. Working in a service industry is hard, especially for a company like Comcast which almost every customer hates dealing with. So, kudos for the Comcast associates who work there who are adept at dealing with angry and unsatisfied customers in a professional manner. Another plus is there's plenty of parking of parking around the area, and the store is big enough that it didn't seem so crowded and still have places for you to sit and wait til they call up your name in the queue. read more

The employees could barely help with a simple request. Then the woman upfront (heavyset) was extremely rude and made snarky comments. The gentlemen who was with me didn't help and also became rude after a while (Latino man). Worst customer service experience I've had with Xfinity. The woman should be removed. read more

[wait time] There were many people there when we came in, and we had to wait in line to check in. However, we've only waited for like 10-15 min or so. [service] The guy we've talked to was really helpful and chatty. He jogged the pricing down for us, but I couldn't really read his handwriting lol. Then he joked about the fact that he can't write well but he can draw and he showed us his tattoo that he did on his arms. Lol can't believe it cuz they are quite neat! Anyways while he went back to get some cable for us for free, he talked to his boss and got us a price that's $10 lower than the usual amount! He's so awesome! I feel like this world is like so heavy on connection, even Comcast is like that too..even though we just had a really nice conversation with the guy! Sadly I never got to know his name, but he's bald (so sorry but it's hard to forget XD). Anyways, the conclusion is that you should go in the store in person and enjoy your conversation with the rep there. Who knows what you can get from it, right? read more

6/21/2024. I have very basic service and was charged $29.99 per month. Suddenly I get a bill from them that I am to pay $49.99 per month. Tried to call them, got error message at their site. Apparently a lot of subscribers got this same bill. Comcast is the only game in town so extortion is easy as there are no choices. As for service, increasingly no service due to the downtown Bellevue construction. If the construction people can cause this mess for ordinary people then maybe they should pay our bill. They have more bucks that we have. As for the top dogs at Xfinity, better look at third world countries and the riots that are going on. Bet the peasants don't have TV either otherwise they wouldn't be in the streets. Oh! I forgot, the top dogs moved to their palatial retreats on some inaccessibly island that is closely guarded so they are clueless but they have world-class TV at their island retreat. read more

This is why I hate Comcast, let me count the ways: 1) you are on hold for 60 minutes to just do anything with customer service or reach a human being 2) their technology and set top boxes are behind the times. DirectTV has wireless streaming! Get rid of the coaxial cables! 3) you are charged insane leasing fees on HD/DVR set tops to just get streaming to all the rooms or get international premium channels to all rooms 4) they send you to these gawd awful customer service centers that make you wait in line. DirectTV simply does it over mail. 5) the slow speed at which these service centers staff members work The only star is for the layout, you can watch your name on a screen and the check in process is done via a tablet - BUT it's one tablet! You can see we are freezing outside can't you?!!!! You little sh^t-heads. At least open the door 5 minutes early. I am just glad I am switching to DirectTV/CenturyLink. read more

Xfinity Store by Comcast - The line to GET IN the store! - Television Service Providers Near Me - Bellevue, Washington

The customer service was horrible. The employees were standing around doing nothing. I came into the store to pay my bill and to disgust my services. The reaction i got from the employees when i asked what can i do to lower my bill the employee said i dont know. The employee also was rude and seemed frustrated when he needed to identify me with my phone number. I walked away because the employee looked upset and when i needed help to pay my bill and had issues they pointed me to the kiosk without any help. I then had issues with the machine and they told me to try it at the machine that took cash. The employee saw i was frustrated and they told me to calm down and when i told him not to treat me that way he said like what? and i felt like it was rude and inconsiderate.Lastly when i asked to talk to the manager he was unavailable, horrible experience. read more

Albert is the reason for this 5-star review. This store was a genius in hiring him. He is super competent and capable and provided some of the best customer service I have ever received from Comcast. And quickly too, which was wonderful because I had my 4 month old with me. He took care of all of my issues and made me a happy Comcast customer again after I had been planning a whole scheme to leave and go to DirecTV or use CenturyLink to sign up for SlingTV. Way to go Albert! Thank you! Also big Comcast hint - do NOT call. Just go in to a store. You will be helped SO much more quickly and efficiently it is seriously worth the drive. I cannot tell you how many times I have been on hold with Comcast for hours and hours, when I could have gone in and had my problems fixed with in minutes. I don't call anymore I go straight face-to-face and my life is better for it! :P read more

Xfinity has progressively worsened the past 10 years. They always rip you off on your bill, you're constantly having to restart your modem and they charge you for everything! In the past month and a half I have had to either go into the store or call at least 5 times due to issues with my cable and internet. Most recently, the last 2 weekends I've had to be home to wait for the repair guy to come replace my cable box multiple times. The store staff is pretty ok with customer service but the overall company really needs to put their customers first. read more

15 people in line outside. 3 people working inside, one of them doing nothing. No sense of ergancy. Pathetic .

I came in to get some items updated on my account. I was in and out in under 10 minutes and had great service. They have a screen to check-in on. There are several counters with employees working to help people. My name was called after a few minutes and the gal that helped me knew what she was doing and helped me very quickly. She was genuine and thanked me for coming in with a big smile. read more

Very unprofessional and made snarky comments when returning our old wifi box for a new one. A white lady with glasses said " oh so ur downgrading " and started laughing. I mean funny great but im just here to return something no need for the snarky rude comment. read more

Comcast consistently sucks no matter they are. I just ordered service at my new work studio. All I want was some Digital+ cable w/o any bundle deals or whatever else they offer. The service technician swung by Saturday late afternoon and for $32 he just checked that I have a cable signal in my unit and left! He didn't even bring a cable box with him. I then had to go to the local Xfinity store on Monday to pick up my gear! Strike one. Comes Monday, I went to the store to pick up my cable box. The girl brought out this GIGANTIC Motorola cable box from last century and told me good luck. When asked about the availability of the smaller cable boxes. She said that they ran out of it over the weekend and won't have any until later this week. She told me to haul my gigantic box back in to exchange for a smaller one but she can't promise if I could get the smaller box or not. Strike Two. Today, I tried to look up the number to call the store and see if they have the smaller RNG150 box back in stock. The number provided on the Comcast website went directly to the call center where an unhelpful, uneducated, and unenthusiastic CSR that sounds like a grade schooler gave me the run around for 30 minutes, and then transferred me another condescending sounding CSR who tried to sell me their DVR and Internet services for another 20 minutes. In the mean time, neither one of them could tell me how to get in touch with the local store. They also could not tell me what inventory they have in the store. I even offered to pay to have the right box shipped to me from Comcast corporate. Their response was we cannot guaranteed that you get the box that you specified. Strike Three. What kind of retarded CS is this? They clearly don't have good inventory control to see what type of equipment they have in stock in each location. This is ridiculous for the amount of money they charge each month to have service and to rent their damn cable box. I'm going to eBay to my own damn box now. EFF-YOU COMCAST! read more