I want to thank Xfinity for having such professional employees at their Fry Road location in the Houston area. I live near Austin Tx and my brother who died recently lived in the Katy area. I have been traveling back and forth trying to settle his estate. I was closing down his utilities and bank accounts, and had been very frustrated with companies like Verizon and Chase who give you the runaround or employees who do not know how to handle the situation. I was already in "defensive mode" when I entered the store, but the experience was fantastic. I wish other companies would train their employees to better handle situations like mine. read more

The service was okay here, and no complaints. However, upon canceling my service I was told I am using their device for streaming services, which I am not. Most people have Netflix or other streaming services built into their Smart TV many years ago now, so why would I need this device? Upon researching into this, Xfinity requires you to receive this device only to try and charge you more money for this add-on service. Very shady stuff, I'd recommend to go with Ezeefiber or other fiber companies for your internet service. read more

Great service. Was returning a modem sent to me by error. Was in and out in ten minutes.

I broke my phone and decided to order a new iPhone 16 Pro Max $1,700 from our local XFINITY store. FedEx came for the delivery (3) days later, which I signed for the package and was then handed a box that was open already. I ripped the box the rest of the way open and realized there was no phone and instead clothing was shoved in there along with the packing slip from XFINITY. I caught the FedEx driver before he left and he claimed to have opened a case on it, took the box back and peeled wheels out of there. I contacted the local police, USPIS, FedEx, and XFINITY to place reports on the issue. Everybody said they needed to investigate and it could be (3) weeks to get an answer back to me. So I went back to our local XFINITY store trying to get my number switched over to an old iPhone until everything was investigated. XFINITY told me they have placed a lock on the number so I am unable to switch it to a new phone. This is my business' phone number and there is no way to get calls or make calls to run my business. I can't even go to Verizon and get a new line with that number attached. Instead of being customer focused and trying to help me figure it out, XFINITY made it 100 times worse by locking the number. To top it off the guy at the XFINITY store said this happens all the time and somebody had come in earlier that day who received a water bottle in the box. Regardless of whose fault it is, XFINITY has made it very clear that they refuse to help me after being a life long customer of Comcast/XFINITY/ and XFINITY Mobile. If this was Amazon, I would have already had another phone while they investigate. Obviously, their total lack of respect for me has me wanting to share my story and warn others that are considering XFINITY how they treat their loyal customers. It's now been over a week and I still have no phone, no follow up from XFINITY, and no options to transfer the number to another phone. All XFINITY has given me is RAGE at what a sucker I was signing up with them. read more

This does not pertain to this location but I'm going to put this on all nearby locations because they are fraudulently using my ssn. Xfinity is fraudulently using my social security number for someone else's debt. I've had my current service since 2016 yet that is not proof that I've lived at the same place this whole time. The person on the past due account has a similar name but not the same. Their incompetent employees could not do their research before applying someone else's debt to a current paying customer's ssn. Now they want me to jump through hoops for their mistake. If I'm going to jump through hoops to supply them with the information that they already have on my active account, then I'd rather get the information they need and hire a lawyer. Their customer service is a joke. read more

The customer service here is terrible. The person who was supposed to helping us didn't even let us get a full sentence in to explain our situation. He immediately was trying to dismiss us and tell us he couldn't help us. He didn't even know what we needed yet because he wouldn't let us explain the situation because he was too busy trying to tell us why he can't help us. When we finally got to explain what we were needing he finally said okay and realized that this was in fact something that he could help us with so he proceeded to assist us with what we needed but had a really bad attitude about it and was acting irritated the entire time as if we were inconveniencing him. It was very obvious he wasn't interested in helping with anything. We've been Xfinity customers for years and customer service was already not the greatest but it seems to be getting worse. Today was an example of one of our horrible experiences with Xfinity customer service. We were already having issues with Xfinity because of their horrible customer service on the phone who put us in a problematic situation in the first place. We were trying to resolve part of the issue in the store like we were told only to have even more horrible customer service by the store. Xfinity has been so problematic for us recently and their terrible customer service makes things even worse. We'll be cancelling our services with them. I don't recommend them. There are a ton of other options with better rates too. If you're a current customer and need to go to a store I don't recommend coming here. Find another location that has employees who will listen and be willing to help. read more

Sebastian saved the day. I was SO tired of customer "service" and came here. 7 minutes later, most of the months-long issue has been resolved. Thank you!! read more

Xfinity cable service sucks!!! Customer service is non existent. Overpriced pos. Must be run by Russians. read more

It is so refreshing to go in person and not talk to a rep on the phone. The Xfinity rep was very helpful, I came in to return my boxes that was sent by mistake. The rep was very helpful at returning the boxes and was very helpful in looking over my bill and being able to get me a better price. When you walk in you are graded by the reps and they ask what can I help you with. The lines were not long somebody was able to help you right away. I went on a Saturday and I liked the fact that I was not there all day. I had a very good experience. read more

Switched from Verizon and added a line. Francisco was super helpful and took care of everything. However phones stopped working while I was traveling and I was locked out. My texts came in 90 min after I filed a complaint with the FCC . I Received a call from Xfinity within 24 hours. The call dropped and they called back leaving a message that they couldn't reach me. That's because my phone didn't work. Went into the store and explained to Edgar who got a manager named Ryan who was rude and snarky. I would run away if I could from them. Good luck getting a human and if you do good luck if they care at all. read more

Whoever does the hiring here should be fired. The people that work here have an attitude and act as though they are upset that you walked in. One is eating chips and on his phone, others are sitting around. Makes you regret being an Xfinity customer. read more

Paying for 1gbps internet speed and only getting 200 mbps. Their customer service is all automated and makes you want to punch baby kittens. I haven't had their service long and have had to deal with this customer service stuff 3 times in less than 1 month. Highly don't recommend the internet service. read more

My first bill they insisted I pay the over billing amount now my monthly bill has went up smdh this company is wrong

I'm rating the store 5 Stars because the young man who assisted me with returning my security equipment was excellent. I would not give Comcast or Xfinity 5 stars nor would I give them 1 star. I have the internet only. Decided to get a video doorbell and security system. The tech came out to install it. First of all, none of their equipment is wireless. The cameras and doorbell, all have to be wired or plugged in. So if you lose power, you lose it all. You're not told that before they come. As soon as the tech left the doorbell stopped working. Contacted the tech, said he would return that day, never did. I did the troubleshooting myself and found the doorbell their tech installed wasn't compatible with the wiring he hooked it up to and the doorbell was overheating. I contacted, well took hours to "live chat" with someone from New Delhi India. Yes, they outsource their live chats to India. I asked if they had a wireless doorbell I could get for my home. After a long discussion I was told "my plug-in doorbell would be on the way". I have no plug on my porch to plug a doorbell into. Then I get a message in my email that tells me I had agreed to have Flex installed in my home and it was on the way. $300 a month. Nothing about a doorbell. I uninstalled the entire system and took it to this store where the kind tech credited my account. I will never add another item with this Company. read more

The worst customer service around. Not about the customer or the services we pay for, very much transactional. Get you in get you out, and not as quickly as possible. The salespeople are always trying to sell you Comcast lack luster product offerings. If you can find an alternative, do so. They are particularly oppressive to the elderly community. They take advantage of that age group. Try getting someone on the phone.... read more

I went in today to return my home security system and had dealt with a rude employee who definitely didn't know what she was doing. She took the return and ended up deleting my cable service at which point i had to drive back and forth to this location with my cable box to have my cable box reactivated only to get back home to a non active cable box. I started my xfinity "adventure" at 11am and didn't finish until 5pm when they finally scheduled an appointment for a tech to come and fix it in person. I've never had these issues before and I've been with xfinity a very long time so I'm disappointed, and they should really watch who they hire. read more

The staff at this store continue to be part of the problem instead of part of the solution. They refuse to help customers of Xfinity and would rather have you call the CS number then help solve the problems you have with equipment or claims. Small minded people that can't think outside of the box or even try to show any service for customers. read more

We currently have Xfinity WiFi, when we signed up they told us to consider their phone plan because of how affordable it is. Yesterday we went to the store to get more information , after the lady pulled up our account she said we weren't eligible with no explanation. We asked her a few questions and she just said "that's what the computer says". So we just walked out. Worst customer service, we left with no explanation or anything. We will be taking our business somewhere else. read more

This is a brand new store, just 3 min walk from the old location. The store reads "Xfinity" on street sign and on top of building. But it's a Comcast Store. Very fancy lounge with state-of-art service counters and product displays. It's easy to find, just follow the directions: - On S. Mason Rd, turn into the strip mall at Merrymount Dr. There are Wells Fargo, Starbucks and Krogers up front. - Drive toward the water tower. - The office is in the same bldg with Wings 'N More, and 2 doors down from Petco, at the end of building. - Across from the parking is Alamo Drafthouse Movie Theater. read more

Xfinity Store by Comcast - Xfinity Store in Katy TX - Television Service Providers Near Me - Katy, Texas

"Another reason why people HATE to change their cable and cell service..." Went into the Xfinity store on Mason Road (in Katy near Kingsland) in 9/2022, and I just learned today that I was actually signed up for a more expensive program than I just left at Dish. Why would I (or anyone) do that? I'm sure that it went something like this: "Yes, sir - your new Xfinity plan is only $180/month with TV/Internet..." However, I didn't know that I had to go home that same night and build a 50 foot tower of Bable shrine (10,000 candles) to the Xfinity Gods, burn some 1st century ancient Tibetan goat incense, and then commit my first born to the Monk society of lower Eastern Mongolia; I did none of that. As a result (I just found out today) my Xfinity TV/Internet package has been costing me $334 per month. Imagine my surprise!! Now I get to spend more time straightening out this Collasol clown car mess. The kicker? I also switched my cell phone service to Xfinity within a month of the TV/Internet change. I got screwed twice. Customers deserve MUCH better. DONT CHANGE TO XFINITY. read more

Xfinity Store by Comcast - Television Service Providers Near Me - Katy, Texas

I DO NOT RECOMMEND ANYONE TRADE IN THEIR PHONES TO XFINITY! I traded in my device with Xfinity back on March 17 and have not received the promotion for my trade-in credit. I have tried contacting customer service and was told that its in process and just give it time. Other times I was told to contact Assurant who is processing the trade-ins. When I call Assurant, all they tell me is "They cannot help me. Call Xfinity and ask for a manager and supervisor." On July 12 I received an email that my trade-in promotion was denied due to a model/make mismatch. I went into the store and the employee completed my purchase and trade-in. I was instructed to mail that same phone the employee looked at and got the information from. I do not understand how there could be a mismatch. I have been calling Xfinity to get answers as I did everything correctly. I have not been able to speak to a manager or supervisor. I get the same message - call Assurant. Now I have to pay the $650 promotion I was promised. Their trade-in program is a scam! read more

I have always had a good experience in this store on Mason Rd. As I was walking toward the store they must have seen what I had in my hand. When I walked in they had replacement for exchange at the reception counter. I'm more of face to face ( Old School / Boomer ) than telephone if possible. Have always received good information when looking for new a new plan or keeping existing one. read more

Terrific customer care! I had a great experience with the staff. The staff was very welcoming and they attended our needs with utmost professionalism. One of the staff members noticed my two young kids and handed them Xfinity coloring kit. My kids were super happy. Overall, It was a great experience at this store. Great job staff! read more

For a business that has high volume customers, they should provide more seating ! More than 6 people waiting have to stand or sit on the floor. There customer service is fine but who wants to stand up or sit on the floor to do business. There is always a lot of people here. Right now 20 people waiting 6 chairs. They need to get that part right. There is space for more seating. Just my 2 cents. In the end I upgrade to the Xfinity 1 and there are good and not so good points. You can record form the main DVR and watch on any of the HD boxes not on the small ones. I like that feature. Still no timer to cut the box off, and only the main box will show the time and none show the channel. I think these things show be addressed. All on all I needed to raise them to 3 stars read more

Need to update your hours of operation please. Consumers rely on it for accurate service. I did arrive 10 minutes after 7pm. Google is accurate with hours of operations closing at 8pm but yelp is not. Spoke with management her name is Sherika. Made no exceptions or apologies for the inaccuracies. Supervisor above on duty did explain corporate updates their Google page. So who handles yelp. Probably need to sort this out xfinity. Either way, am canceling cable and internet. read more

Worst service I've ever had to date. I never had an account with them bet yet I still had a bill come in the mail for a cancellation. I called customer service, they said I had to drive to the store so I did. But when I got there they said since the service was canceled there was nothing they could do.the customer service rep should have been able to tell me so I didn't have to waste my gas and time to go to the store. read more

They have a check in system which is fine but the guy checking in was just chatting it up with someone while I was standing there just waiting to drop off some equipment in a line. Why is the check in system not for checking in?I went to the customer service area but they told me to get checked in so I had to go back and just wait. After it was my turn they told me to wait further. All I wanted to do is drop off equipment. This is the only Xfinity store I've been to where it's this hard to do something so simple. read more

This is the worst Xfinity store I've been to in my 10 years of service. On the verge of canceling my services with Xfinity today because of the employees at this store. Stay away from this place, and Xfinity for that matter! read more

Had to change phone plans because my fiance and I are getting married soon. Mike was so patient with us through the whole process of making a ton of phonecalls to find information that we couldn't remember, recommending products and deals, all while being super friendly. Mike took what seemed like a daunting task in stride, answering all our questions and making sure we knew what was going on each step of the way during the process. Highly recommend! read more

This is by far the worst customer service I have ever experienced. Before you sign up for their internet service shop around. It is one thing to be the highest but to be such an inferior service and the worst customer experience you can imagine. They set appointments and do not show. Customer service tells you anything to get you off the phone! No I would highly NOT recommend them for any service. read more

They can be a bit more informative, is like they just want to make the sale and send you on your way ....

5 or 6 employees crowded behind the counter at once insisting that I couldn't enter the store without a mask but there was no sign posted. Sounds like they are following their own social distancing policy when it's convenient for them. If there was a sign it definitely wasn't in a conspicuous place. I'm assuming they just run everyone off so they don't have to do any actual work. Female employee got in my face demanding I leave, I was maybe a foot inside the building. They were all very abrasive and unprofessional. I was forced to leave without the equipment I had taken in for troubleshooting. Spent 3 hours on the phone trying to explain to customer service why my equipment was stolen by the store. read more

Horrible customer service I left without any help or solution I hate this place NEVER COMING BACK!!!!

Can't stand xfinity mobile or xfinity period! I'm on my mothers plan, which I can't get off until I pay my phone off completely and I will most likely lose my current phone number, which was never explained to us. The sales guy at my closest store had indicated that all I had to do was when I got my own cable with them I could switch to my own mobile plan, WRONG!! They will LIE to get you to buy their products... Also, they gave me the wrong cable package and when I finally got the right package, they charged me TWICE for their first time FEES!! After my phone is paid off, I'm back to Verizon! After my internet and cables contract is done, goodbye so long XFINITY! This customer is gone, because you have NO customer service and will lie through your teeth. read more

Xfinity is trash. The hardware is inconsistent at best and customer service is non-existent. It's impossible to get a live person on the telephone despite following all the computer operated support number's directions. Paying entirely too much money every month for this abysmal level of service and quality. read more

I've had pretty good experiences visiting this store. One time I had to wait a long time before being served but they have a number system to help customers. My final visit was returning equipment. Too bad their packages are so expensive. read more

Should have listened to all the reviews here Horrible customer service, Wanted to service me outside of the building with no valid reason. Save your time and go to the cinco ranch location had no issue there and was serviced immediately. read more

Came here at lunch to return some equipment. Take a number! The waiting room was full and there were not enough seats. Only 1 customer service rep was working. You would figure that they would understand that people will be coming in on their lunch hour, so the place should be staffed accordingly. The girl at the front was friendly and got me checked in quickly. The wait was about 20 minutes, just to drop off my equipment. Be prepared to wait. read more

i had a great experience this morning. Got right in and got my sim card for my phone. Everyone was super friendly and helpful. They acknowledged me when I came in and when I left. I was in and out within 5 minutes. read more

I turned in ALL my equipment after cutting their worthless cord. They reported me to equifax for their inadequacies. The five star reviews are from their employees. Heartless people, if you want to call 'em that.... read more