Went in there and was expecting a long wait. I was quickly helped by an agent named Jason. Jason answered my questions and provided me info on my current equipment. I just want to thank him for the customer service he provided. More internal and external employees could learn from him! read more

Employee very rude and not helpful. He actually became threatening when I asked for manager!

Worst customer service I have ever received. A "worker" named Dulce could not identify why my bill was wrong, was extremely rude and refused to provide contact info for a manager and even claimed she was the manager. Avoid this location. read more

THIS STORE IS THIRD PARTY RETAIL, NOT A LEGITIMATE XFINITY STORE. However, they will completely neglect to tell you this. I went in to transfer service and delete another service... the same service that they were glad to sell me a couple months prior and assured me would be easy to stop once I permanently relocated and no longer needed. Again what they will not tell you is that they are THIRD PARTY SALESMEN, NOT LEGITIMATE XFINITY EMPLOYEES. This is why they do not know anything. The manager here, a very young and rude guy maybe 5 feet tall, who identified himself as Juan H***nandez, tried to tell me that if I wanted to accomplish the transfer I'd have to start a new service at a different price which would be higher than what I was paying. I told him I've been a customer for at least 10+ years and when I started this additional service a couple months ago, the price rate came with a 5 year price guarantee. I started asking why he couldn't honor it, why he is telling me I have to pay a higher price, and why if he is a manager he can't override it since it was guaranteed at this exact store. What did he do? Told me since I am refusing their service, I can either leave the store or he would consider me trespassing and he would call the cops on me. But what did not once do? Relay that he is NOT A LEGITIMATE XFINITY MANAGER, ONLY A THIRD PARTY SALESMAN, and cannot actually do anything that was promised at the time of sale. So instead of being honest about what type of store it is, he resorted to telling me I need to leave or he'd consider me a trespasser. He also left me unable to return the equipment I brought with me and still stuck paying for 2 service accounts that I did not need. When I told people what happened, I was given a different number for customer service to get through to corporate to escalate. Their number got me through to Xfinity and it was only then that I LEARNED FROM XFINITY CORPORATE THAT THIS HERNDON STORE IS NOT A LEGITIMATE STORE. The Xfinity rep apologized profusely for what this store did and how they handled everything. The rep was able to handle the service transfer and cancellation of the 2nd account and told me to go to an actual corporate store to return my equipment , not this THIRD PARTY RETAILER. I went to corporate store on Shaw avenue and not only were they professional and courteous, they actually knew what they were doing. I have already escalated to corporate about this third party store and the manager here. Also, THIS STORE IS NOT EVEN LISTED ON THE BBB. I have since requested to add them and have also reported their service practices and unprofessional behavior. This Herndon third party store is honestly only staffed with practicing salesman who have no idea what they are doing and have no idea how to deal with customers. Walk in to this store at any given time and you will find customers who are incredibly unhappy with the workers here. read more

On 9 June 2025 I entered the Xfinity store at 850 Herndon Ave. (Suite 101A, Trading Post Center) to complete a routine equipment purchase. What followed looked less like retail and more like a live demonstration of how to violate California's consumer-protection laws: * Refusal to identify - The individual who later gave the name "Arturo [--]" withheld both full legal surname and employee ID when asked. Under Cal. Bus. & Prof. Code §17500.3 a person representing a regulated service must disclose true identity on request. * Stonewalling class-wide complaints - Staff loudly claimed they are "not allowed" to discuss unresolved systemic issues. That is flatly inconsistent with Comcast's own escalation policy and may constitute unfair business practice under Cal. Bus. & Prof. Code §17200. * Aggressive ejection of a paying customer - After the representative could not complete a transaction "a five-year-old could execute," he ordered me to leave, asserting he would "still be here three months from now," immune from consequences. That bravado collides with 47 C.F.R. §76.309 (c)(1)(ii), which obligates franchised-service agents to provide competent customer assistance. * Potential privacy red flags - Multiple prior patrons have alleged identity-verification shortcuts at this site. If true, that behavior implicates Cal. Civ. Code §1798.81.5 (data-security obligations) and Penal Code §530.5 (ID theft). Bottom line: this is not a company-run Xfinity store despite the signage. It is an independent dealer whose conduct now jeopardizes Comcast's brand and your personal data. I have issued preservation notices to Comcast, Rich Development (landlord), and the California Public Utilities Commission. Anyone with similar experiences may contact legal@ikigaisanctuary.org or (559) 461-9980 so counsel can aggregate evidence. Until this outlet can document remedial training, steer clear. The oxygen they consume could serve a more customer-centric establishment. read more

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Some guy with rings in his noise. Would not help me!! He said you needed to go to Geek Squad. very unprofessional. read more

This is the absolute worst customer service I've ever received. It has been a two week ordeal trying to port a phone number to their service. First off, I was given attitude by one of the reps for not buying a phone and bringing my own that was unlocked. Second, after initiating a port of a phone number was told I would get a call from their rep Dulce if any issues popped up. Started getting emails from Xfinity that the port wouldn't go through 48hrs later. I didn't get a call from Dulce for 10 DAYS. Not only did they not port my number, they activated a random phone number for me that I did not sign up for AND tried to charge me for it!! I have given up on using your service. I have initiated a credit card charge back for activating a random number outside of the signed contract. If I could give this experience a 0 stars I would. I definitely do not recommend, avoid this location. read more

Problems problems problems!!!! I purchased 4 new phones!!! I found out the hard way one did not have insurance. It took them 5 months to take care of the issue!!! I got a promotion for my WiFi of $50.00 for six months as long as I had automatic payments. It's been 3 months and there still deducting full price!!!! They only gave me a credit of $30.00 for the inconvenience!!!! The service is horrible. The WiFi is the fastest one an it runs so slow!!!!! read more

Noel helped me in more ways than one . Thanks Noel. He was so nice and caring and understands how women needs help sometimes when we don't know anything about phones read more

stay away from this one the worst lousy customer service I bought new 2 phones went back for help using it and the gal blew me off and was just rude had to go to another store across town to get the info I needed read more

Very bad customer service.. the woman that checked us in had an attitude from the beginning and was incompetent. I let her know from the beginning what was needed and she wasted my time to tell me that she wasn't able to help me. Don't waste your time just go to river-park location read more

Where do I start? Jason convinced us to close our existing account and open a new one in my husband's name to get a better deal, and leave AT&T, bringing our mobile lines over. During the process, he lied to us and said the phones must be shipped to our address, not provided in store. When the phones never showed up 2 days later, we called, and they told us they were shipped to the store. Xfinity corporate confirmed this was a lie. The system showed an associate (Jason was the one handling our account) at the store canceled our order, and the phones they gave us were devices that they already had in store, the ones they told us we couldn't have. We went in to set up the new phones. Jason got us halfway through setup and pretty insistently told us we could leave but he would give us "his personal cell number" in case we ran into issues. When we got home and completed set up, we discovered that he mixed up the lines. He did not answer our calls. My husband had to factory reset the phones and switch them so that the lines were correct. Literally a day and a half later, the screen went out on one phone. My husband took it back to the same store, and the manager told him he had to take it to Apple to have Find My iPhone turned off and then he could bring it back to be exchanged. We did that. When we returned, Jason was there and told us his manager had just stepped out for lunch but would be back in an hour. He claimed his manager had to do the return. We came back in an hour. The manager told us he sold his last iPhone while we were gone, even though he knew we were going to Apple and coming back. He then told us we had to go to a different corporate Xfinity store and he refused to give us his supervisor or owners name or business card. He also told us he didn't have to tell us his name because that's his personal information. The corporate store informed us that sales people work on commission and likely the original store didn't want the return. read more

Went here a couple days ago because I had dropped my phone in a hot tub and normally what they'll do is they'll have you sent a phone and what not, not in this case I go in the other day this guy sends me to a third-party called CPR to have them repair my phone and give me a new one which is wrong because it should go through my primary data, which is Xfinity so I go to CPR and the guy shatters the back of my phone trying to take the back off and says that I have to pay for it, not only that, but I go back to Xfinity the same one and the guy that had sent me there was laughing when I came in and was being very disrespectful and then the girl that was helping me was basically being lazy and and sent me to a different Xfinity location. I go to the Xfinity in River Park and they had the best customer service and we're saying how this location is very lazy and didn't want to do anything and also referred to them themselves as a third-party which the river Park location said that they're not. Anyways, I wouldn't go here and I genuinely don't think we need to put an Xfinity right there because it's a waste of space. read more

Jason was super helpful with getting us a lower price and faster speed for our internet as well as assisting us with transferring our mobile devices over to their mobile service. Great experience. Request Jason! read more

Have been wanting to go to an Xfinity store for a while now. Was in the area of this particular location & lucked out!!! As soon as I walked into the store a young man greeted me by the door and asked what I needed. Explained to him having issues with phone, caused by me (all this new technology drives me crazy). Right away he directed me over to his associate Belen. Explained to her my situation & boom she went out above & beyond helping me. Thank you Belen & young man at door. This will definitely be my Xfinity go to store for help. Shop & support local read more

Was offered three $100 gift cards as a signing bonus and was told that they cannot honor that months later. Combative customer service, made any excuse to backtrack on their word and not honor what was promised. Insinuated we were fishing for free things when we only wanted to receive what we told we would be getting. read more

Comcast customer service is terrible overall, but this store is downright worthless. Five trips to the store dealing with employees who don't know what they're doing followed by the manager guaranteeing me he could fix an issue only to find out they can't do anything about billing. To top it off, they told me they could ship my old phone in for a trade-in and my new phone would be $1.25. Now I'm being charged $30 and customer service says it was never done as a trade-in, so they essentially stole my phone. They should have referred me to a corporate store in the first place but they just ended up wasting my time and causing me more issues with my bill. Take the time to go to a real Comcast store at Fashion Fair or River Park. Avoid this store at all costs. read more

DO NOT GO HERE!! Stay as far as possible from this store. Agents are horrible they have no idea what they're doing!! They charged me for something I DID NOT APPROVE and when I told them to refund the money they said it wasn't their problem. Thieves that have absolutely no care for any of their customers. ZERO stars if it was possible read more

Update: Soon after the tech was scheduled, received a message that my issue was resolved. What??? Trying to get streaming to work. Received several "Potential Spam" calls that I ignored. Finally picked up and found it was Xfinity! In very broken English, I was told my issue was resolved and a tech would not be needed. I explained my situation to the phone tech who wasn't listening. I hung up on him... received another "Potential Spam" call that was another Xfinity employee... again very broken English. He confirmed appointment, so all was good. Today, I get a message to tell me tech was on the way. In checking the app, he was going to the location three hours away! After a few minutes the tech arrived at my location. Chris was very pleasant and vowed to see the problem through. When the first phone tech he called started to get rude, Chris professionally terminated the call then called someone else who was more professional. Bottom line, Chris resolved the issue which was way more complicated than it should be. Kudos to both the manager at the local store insisting that the issue could be resolved and kudos to Chris for seeing this through. Outstanding employees that truly stand out amongst a slew of incompetent workers who care nothing about customer service. The stars reflect the few that care about customers. Xfinity products are great, but God be with you if you have problems.... read more

Don't believe anything they tell you. When they say they can save you money and you keep all your same channels and DVR capabilities- RUN!!

I have been an Xfinity customer for 10 years and they have recently gone down hill. The WORST experience of my life trying to get WIFI set up at my new home. Over a week of trying to get it set up. They sent 4 different technicians out to my home and the first 3 were incompetent. Tried saying they couldn't do the line and there was blockage. Next technicians that came out didn't even bring their tools to do the job. How does that even happen?? The 4th one stated there was no issue getting the line through and he doesn't know why this wasn't done a week ago. But he wasn't a "set up" technician so he couldn't finish our set up. After talking to customer service once again the MANAGER stated she would get someone to our house the next day and would call us in the morning about the time AND would waive our installation fee. We never received a call, no one ever came to our home, and when I called back again they stated all they could do is offer me a $20 credit to my account... that's it. A week and a half of idiots, 5 total hours on the line with customer service, and we decided to switch to ATT. Do NOT use Xfinity. They are absolute garbage and don't care about customer loyalty or making their own errors right. read more