Worst experience! 90 Minutes in the store to buy a new phone and watch. None of the pairing/set-up process worked. Ended up taking the devices home to set them up there (since I was in the store so long). Nothing works or pairs correctly. Price information on the receipt vs what I was told do not match. Back the next day for another hour. Still no success with the pairing/set-up. I'm told ONLY the original agent can assist with my incorrect bill and "we'll put you in the waiting que and you can sit on the couch" Because I am frustrated all the fake nice workers are now super short with me. Gone are the smiles. No body can offer an explanation. Nobody can apologize. Ended up leaving with NOTHING RESOLVED. Worst experience. Avoid. No accountability. Manager apparently hiding in the back office. read more

Hit the jackpot with Arlay! He Helped me migrate home number to cell phone! So much to know and it is great that he knew the ins/outs! Thank you Xfinity! read more

Xfinity Store by Comcast - Internet Service Providers Near Me - Napa, California

We have always had very nice service , don't forget to make an appointment. It helps.

I was surprised to see that someone who made an appointment was in and out within 20 minutes. I've made 2 appointments at the NAPA store on Soscol. The first time I only had to wait about 15 minutes as they were working with other people. Today I went in for a 10:30 appt. and the rep was dealing with another person. I accepted and understood that. After she was done with this other person, I expected to be next since it was already 10:45. Then another person was taken to "my rep" ahead of me. Totally unacceptable. I got the impression that they just don't give a sh*t about their customers in the Napa store. I went home and placed a call to T-Mobile and was quickly taken care of. I hope to never step foot inside that NAPA Soscol store again. Can't give it a 0 rating although I'd like to if it were an option. Hope anyone else's experience is much better. read more

Travis helped me out this time to update my account and return my cable boxes. He was quick and easy! read more

Xfinity Store by Comcast - Internet Service Providers Near Me - Napa, California

If I could rate Xfinity a negative I would but one star is the lowest. I had a horrible experience getting my internet setup in June for a guest house. Then I noticed that they added an extra internet account on my main house at the same time. I went to the Xfinity store in Napa and wanted to cancel the extra internet and get a refund. I was told that they cannot do refunds and if they cancel the account I may not get a refund. They told me to go home and call the customer support. So called support. I was on the phone for 60 minutes and spoke to 7 different people. I was told I they don't write down any notes in the system, so I had to repeat my issue to all 7 people. Then some of the 7 people told me I could not cancel before the refund and some said the opposite. Xfinity's customer support is outsourced, and you can tell that in there training they are supposed to say certain things, but they don't listen or don't understand. This is the fault of the xfinity corporation - which I know is outsourcing to save money. But they are losing money from me. As soon as I find an internet provider for Sonoma, CA I am moving. I would pay double to never have to work with xfinity again. I have already moved my phone/ I am praying that I don't have make me have to call xfinity customer support line again. read more

So, I went a couple of weeks ago. My sister wanted a product from there, and she and my dad have phone lines associated with Xfinity. I'm not associated with Xfinity, but I went to help her out. When we got there, a female employee helped us out. She was nice but told us we couldn't get an Apple watch because the company didn't let us add another line. After all, we didn't have their internet. I just found it annoying because why do we need home internet to open another account? It was so dumb. Anyways, we later on went to AT&T to get my sister out of Xfinity. It went great! But Xfinity should be able to offer their customers the ability to add more lines to their accounts without making them get home internet. Other phone companies don't make you do that, just them. read more

Should give this store ZERO stars!! Rashad was most unpleasant!!! Calls himself a manager. My definition of a manager is someone who's helpful and professional. He's NONE of these things! Came to swap my WiFi box out and he said I wasn't an authorized user. LOL! Been on the account since the day my husband opened this account!! Never have I ever had an issue!! Never! I've swapped the box out before and never had an issue! He said he needed my husband there. No you don't! I even called Xfinity and the lady said yes ma'am you're on the account. Rashad heard her loud and clear. Instead of him, trying to get to the bottom of it he said he was refusing me service. I've never dealt with anybody so unprofessional in my life. Came to the Vallejo store, in and out in seconds! Furious is an understatement! I think Rashad needs more training on how to better serve his customers! Especially for as long as we've been with Xfinity and the amount we pay is crazy to have anyone treat us in a disrespectful way. RASHAD is not fit to work with the public if he can't provide the service he's there to provide. Horrible manager! It's a wonder this store has so many awful reviews! read more

Worst in person customer service. They could never figure anything out. Management hears everything and not help with anything. Leaving very unsatisfied. read more

Biggest thank you to Michael B for such a fast, easy, and helpful experience! Service was immediate and we are more than grateful for his attention to getting us in and out with no interruptions. read more

If I could leave a negative 5, I would. It is impossible to get an intermittent internet connection problem solved if your only way to complain is through an AI system which cheerily reports "No outage in your area" and then my computer loses it's internet connection...rinse and repeat. My connection has failed 6 times in the last 4 days (to my knowledge...it could have been more times) and 4 times just today. When I connected to the bot using cellular data it reported "No outages in your area" but reported my SSID didn't appear and so couldn't test my download speed...wouldn't that be a clue that my internet connection was bad? Bot then asked me about my wifi connection (which is good) that has nothing to do with my nonexistent internet connection being down. My internal wifi works fine, it's the connection to the outside world that's failing. Arrrrgh. I wish there was a viable alternative...strings and cups, maybe? read more

Horribly slow. 2 people working on a Saturday with 10+ people waiting and they're helping the same customer.

Cannot get live person. Phone tree is impossible. I hate Comcast. My DVR is old and outdated needing replacement as it skips around. All I get is restart your system. Everything looks ok. Etc and for this I pay $200 per month...won't be much longer. read more

Recently I visited the Vallejo Comcast Office obAdmiral Callaghan Ln, I was assisted by Ms Sherry Lee Luciano!!! This young lady was the epitome of top customer service!!! She took the time and made the effort to answer all of my questions big and small; she provided detailed explanations about customer options available and even ended up saving me time and money and convinced me to purchase an IPad before my departure from the store!!! I would definitely like to commend her for her assistance and recommend her for Company Recognition !!! Job well done!!! LTC ( Ret ) James F Madison read more

I almost never give bad reviews but I had the absolute worst experience with horrible customer service at this location. I changed for Verizon to Xfinity and lead to believe I could use my phone in Mexico and I'd be charged $5/day. However, if you don't approve a pass (which I was never told about). You get charged roaming charges which cost me close to $500. When I went into Verizon the first time they told me to call, the call was frustrating so I went back to the store to speak to the manager. I told the manager I'd like them to do anything to make up for the huge roaming charges as I felt was Misled and would never have kept my phone on had I known. The manager offered to do absolutely nothing. If you're looking to change your cell phone provider i would not go with Xfinity and keep Verizon. read more

First, let's start with the service I cannot have access to my phone service in my house at all unless I am connected to the Internet and that's the same for walking around all my neighborhood in Napa. In addition to multiple other places second let's talk about the service today. I visited the store four times to solve an issue and they couldn't figure out even where my account is and I have to go back-and-forth until I moved to the Vallejo store to help me out and then when I came back to activate my Sim card, I found myself waiting while they're helping other people and the claim that one person wants to help me and they helped four other people who came after me while they are still figuring out how to activate a SIM card In addition, my Internet service was tripled in price after one year read more

Yeah just a horrible experience with them. They have an automated system that takes forever to get through before you get through a live agent. They don't promise you the actual WiFi speed they promise and have no idea on how to fix the issue even if you report it. Wish I could pay less than 70$ for it but the service and value is only worth 10$ at max. Horrible customer service and care. Technicians will tell you everything is working and then afterwards you'll still have the same problems. read more

Whelp! That's what I get for not checking the Yelp review prior to visiting this store in Napa. I have been an Xfinity Mobile user for years and this by far has been the worst customer service I have ever experienced. Friday afternoon, not much customer waiting and when I knew it was my turn, the xfinity rep continued to sit and not call on the next guest. I had to get up and ask the front desk to see how much longer I had to wait. Finally, got this rep to make eye contact with me and had me come up. Showed him the promotion Xfinity Mobile had on my phone and acted like he had no idea what it was about. I had to keep explaining to him what I was there for but he kept telling me that well I really didn't know what I was talking about. He really made me feel like I was bothering him. He continued to say that he had no idea what that promotion was about and made me feel like I was just some random person wasting his time. Instead of asking me "Are you an Xfinity customer" which I would have gladly said "yes".. for years. After 5 minutes of back and forth, he finally asked for my Xfinity phone number to verify my account. Shouldn't that be one of the first thing you should ask a potential customer who is more than willing to do business and spend money? I should have known better about going in person instead of calling the Call Center based out of Asia. I have received far better and more personalized help and more attention when calling their call center outside of the U.S. Did I get what I needed done? absolutely not. Not even close... He finally handed me the customer service phone # which feels like this place does quite a bit since customers are treated like crap!! Makes me wonder why these brick and mortar stores are still around when their Call Centers can certainly do a far better job than some of these local Xfinity representatives. So sad but it's the truth. Learn to appreciate the existing customers because if it weren't for us, you will likely not have job. read more

I usually don't write negative reviews; however, they seriously lack customer service professionalism. I walk into the Napa Xfinity store with no customers and two associates standing around; one says can I help you? I say, yes, I'm here to pick up my equipment. We sit down at the station, and then his buddy, the Latino FedX man, arrives to discuss a personal matter; the Latino store manager leaves me and spends over a half hour advising his friend, in Spanish, how to circumvent the Xfinity internet and get it for free, without once saying excuse me, or it will only be another minute, to make matters worse the other employee was standing around, doing nothing. He did not attempt to locate my equipment for pickup. I left the store, went outside to check on my dog, and returned, where he was helping another Latio. He then said he couldn't help me because I demanded my turn for service. The employee culture appears discriminatory (other employee African American), because no white guy should demand anything even if you paid for it, and waited your turn. There is some scam at the store, or this wouldn't have happened. I drove over an hour to pick up my box and left with nothing. Xfinity is too big to fail, and has more legal issues than any other public company in the US,,,,, now you know why! read more

Xfinity charges disabled people for a technician to come out when services are not working. Or they make disabled people wait longer to install a modem because Xfinity hates disabled people. read more

Terrible service. After spending over 3 1/2 hours on the phone I went to the Napa store to try and resolve a billing problem. The person at the door was rude and consenting read more

WHY don't they open before 11 AM?? Totally inconvenient. Today I need to go to the Xfinity/Comcast store to pay my bill in person because they cannot get my billing straighted out and I am continually getting Late Payment notices for bills I have not received! This has been going on for 4-5 months despite my perfect payment history since first getting Comcast cable service back in the 1990s! This morning the remote I got 3 months ago no longer works, so I guess I'll be exchanging that, as well. Not a happy customer right now. read more

Genuinely the worst internet provider there is. Regardless of plan there is no support for customer service outside of a robot that can't answer full questions or even tell when your router is out. Was In 98th place in line for a half hour to talk to a real person before I gave up. Go somewhere else for internet services. Not worth your time. read more

First experience was just get questions answered. They use a Bot to answer preliminary questions but it's not helpful. Won't into the Napa store where the woman we dealt with was very rude and condescending toward us. Blew me off with a question about their app. Said I didn't need to do anything with it which was not correct. Went to show her my text from them and she told me to get back away from her behind the plexiglass. (I was at the corner of the plexiglass) I was wearing my mask. It was not an aggressive move. Just trying to show her what xfinity had texts to me. Get home with the equipment and the coax cables they gave me are incorrect. Called the number on their paperwork and it asked me if I was over 55 to press 1. Thought that was weird but when I did, it connected me to an ad for emergency services. Of course I checked the number and tried again. Same thing. Tried it again without having to press a number and it hangs up on you. Not a good start and I still need my internet set up. Not a good sign of things to come in this business relationship. read more

Very surprise this store only has 1 Star. I went in to get wireless boxes for my cable at home. I was in and out in 5 mins. Really friendly fast service by Julius Thompson. Much better service than ATT and DirecTV. I recommend this store. read more

I have been a loyal COMCAST customer for many years and usually I don't have the need to go into their Xfinity store. I am very glad that I did as I received the BEST customer service I have received by any company in a very long time. Tenzin in sales was outstanding! He really went far above and beyond his job responsibilities, even answering my email after hours. I went in to the store feeling exasperated after numerous WIFI outages and other modem, cable issues, and Tenzin 100% turned it around. He even saved me money on my monthly bill by bundling my services and helped me sync my new iPhone. Extraordinary customer service! The store manager Stevie is also lovely. Thank you all for making my COMCAST experience such a pleasure. I look forward to my next visit to the store. Stay safe and thank you all for working and for your very positive attitude during the pandemic. Very much appreciated. read more

Horrible customer service. I switched to Xfinity Mobile because I ad Comcast at home and there's a deal if you get the package. I then upgrade my phone at this store. I Sent in an iPhone 14ProMax and got a 15Pro Max. It was not explained to me that this would lock me into a 2 Year Contract. They valud my trade-in at $800. I then paid $400 for the new phone. The $800 comes back to me as a monthly discount for 2 years according to them. Then I had to leave the country. I went in pay off the balance of my phone. They wanted over $900. So I gave them a free $800 phone and I had no choice but to pay $900 to leave Xfinity. I was robbed! I needed a plan for Mexico. They don't have one. Oh wait!... it's $5.00 a day / $150/Month! I switched to Verizon. Mexico & Canada included in all their plans. Be careful here. They don't tell you everything. They won't call customer service for you, they don't want to be on hold! read more

From the minute I got there I felt like it was an inconvenience. I had an appointment and a kid named Roberto I think " helped " me. He was rude the entire time. There was no one else in the store except for two other employees, one of them actually stepped in to answer of few simple questions for me. In the end, they couldn't help means he couldn't care less. Never left a Verizon store feeling this way! Gonna try another one out of town or just call customer service. read more

I have to update my review and mention how helpful Robert has been to help my mom set up her new cable package at the Xfinity store in Napa. She had another cable provider that she wasn't happy with. Since I had such a great experience at this location I suggested she switch to Xfinity. Robert recommended the perfect package, helped set up service when we weren't able to hook the boxes up ourselves. He is incredibly attentive and made the process seamless! If you aren't happy with your current cable to provider, run don't walk to the Napa Xfinity store and Robert will get you hooked up! read more

Came in to return some equipment and to talk about my plan. I had mentioned some friends of mine had a less expensive bundle and were being billed a lot less. The rep then put a package together for me which included a home security system. When I said I didn't want the security system he gave me a card and told me to call an 800 number. What a joke. I guess they are commission only. read more

I went in today to ask a question about being charged for four pieces of equipment that I was being billed. Stevie, said she was the manager, never stopped talking and wouldn't let me finish a sentence to explain my question. I then was passed to Taylor who was very kind and trying to figure out my problem. Stevie decided to come over and tell Taylor she already explained it all to me! I requested Stevie to let Taylor handle it and she said "I'm her manager." Stevie never listens and her customer service skills rate a zero. Xfinity, whatever happened to "the customer is always right?" This manager needs some serious training or maybe a new job. read more

My husband & I went to Xfinity in Napa with a very long & complicated transaction that needed to be addressed with my phone thru Xfinity mobile. When my name was called, the agent we met was DeNaya. She was still in semi-training but had the patience & perseverance to take on this long & arduous transaction. She was definitely more than happy to also learn some new things along the way with all that had to be done. Assisting her along the way was the manager, Rashad, who let her learn on the job, but was always attentive & mindful that this transaction was going to be completed to my satisfaction. I really can't begin to tell to you how good this Xfinity store is. Rashad is probably the best manager I've ever been around. As I sat there, I noticed how professional he was with all the customers who came & went. We all know that the general public at times aren't the easiest, but despite that, Rashad had the patience & expertise to handle ANY situation. I also want to mention that ALL the agents in the Napa store are great. I observed each & every one of them & they do an amazing job. Rashad & his team go above & beyond. read more

Was moving out of state and the last thing I had to do was return my cable box and then head out of town. I was dressed to the Max I walked In to the friendliest welcome and the wonderful Robert Willis Jr. he made my week. He was friendly, efficient and absolutely wonderful. Thanks so much for making my way out of town. read more

I've had Comcast for about five years here in Napa, and I'm not always the biggest fan of it. I did realize though, as time has progressed things have gotten much better with retail locations and it's become easier to talk to representatives and have them assist you right away. I came in in February and was assisted in changing my account, which actually saved me quite a bit of money from previous programs from years before. I highly suggest if you're paying a high Comcast bill, to go back in and see what they might be able to offer you these days as deals have gotten much better and are more competitive. I was given a new modem, which I wasn't that impressed with, turns out it had an issue. Went in yesterday and Julius at the front immediately diagnosed and helped me with my issue, and I was sent back out the door in less than five minutes with an upgraded modem. The service has increased quite exponentially here, and I have to say that I've been impressed with the customer service overall with Comcast recently. It does seem like they're trying to reinvest into their company. And this review is coming from someone who again has not been historically a fan of Comcast. Thanks again to Julius for the quick and perfect experience! read more

I spent 2 1/2hrs today at the napa store. I had an amazing young gentleman helping me. The supposedly the manager Stevie must have woke up on the wrong side of the bed. She was very unfriendly and a cold person. Pretty bad when you go into a store and see all the employees in jackets because it's freezing in there. The only person not bundle up was the manager Stevie. She must have cranked up that AC. After my 2 1/2hrs in that store I was freezing and my feet hurt cause they where so cold. I've been in this store before and the men manager that used to be there was so more polite and store wasn't freezing. 9 read more

Rude staff and on top of that they have workers just sitting around playing with a rubix cube instead of attending the customers. I've had so many problems with them. They have been scamming me from my own money. When I tried explaining the problem to them, they would put their hand in my face and talk over me to shut me up. They also tried to put the blame on me for "not paying" when I went in person with one of the staff to pay on THREE different occasions and then tried to tell me that I paid at the kiosk...what kind of gaslighting/manipulation is this? Go elsewhere to get services because these people are incompetent and lazy at their jobs. read more

First time going into the xfinity store and probably last. I went in today 3/24 around 6:00 pm to attempt to upgrade and purchase new internet service and modem but unfortunately the two gentlemen working weren't very helpful or pleasant. Rashad a manger I believe was telling me that a deal I saw online was only for new customers and Arly I believe the other gentleman's name was. wasn't attempting to help either he was just standing by the door leaning on it instead of attempting to collect information to help me or provide guidance at least. In the end I was able to do it all myself online and I was able to get the deal as an existing customer because it was never just for new customers. Unfortunately customer service is gone at this store and it's sad especially in this day in age where us the customers are basically employing you at that point to be at a physical store where you can easily be replaced with just online services or even an animated bot. read more

Kyrie is above and beyond. I walked in recently looking to replace a controller and this gentleman made sure to meet my request, but also to took it upon himself to go way past my expectations. He made sure I left satisfied but also along with the newest streaming device to step up my house as the perfect spot to bring the family together. He also wasn't the only staff member eager to help, people walked in behind me and a big kudos to the crew for jumping to the front lines with a sense of urgency that is refreshing to see again in the Napa valley. Hospitality must be second nature to everyone in there. If I could leave more stars I'd double my score in a heartbeat. read more

So frustrated with this company. Been a customer for 20+ years and the same routine over and over. Call customer service to fix or change something and they screw up your service. Go into the store/office to get it fixed and they point you back to phone customer service dept. Their rates keep going up and when you are eligible for a new package/promo they direct you to retention to QUIT and THEN be offered current packages, how f'd up is that? Where is their competition? If they had some (AT&T is even worse), they wouldn't treat customers this way. Getting out! read more

I am only giving a 1 star because I cannot give them a ZERO! I currently moved back to Napa from American Canyon and wanted to transfer my services to our new rental. Yet when I tried to change it, Xfinity comcast informed me that they could not provide me he service because I lived in a "RURAL" area. only five minutes away from down Silverado Trail. Ridiculous but anyways I proceeded to let them know that in that case I could not keep the service since they could not provide it me and they hit me with the....oh well they are termination fees you need to pay since you have a contract with us. WHAT!?! so not fair (their fault they couldn't provide it not mine) so than I went to the Soscol store location to see if they could waived the fees since it was really their fault for not being able to provide the service and said the guys that help me only said he couldn't do much to try calling billing department. So I did I ended canceling and agreeing since ATT U-verse was kind enough to give me a gift car to pay for the termination fees. So i made sure to return my equipment back the same day just in case they wanted me to pay for that as well (same soscol Napa location)and as I was leaving the store all employees looked at me with a disgust ( the jerk that help me earlier that day probably informed them of my visit), giving me the walking shame look. I def felt humiliated everyone there is not friendly so I do not recommend at all, high prices that will only increase and get you with hidden fees plus horrible customer services(phone and in person)...no thank you! You can do better don't let this happen to you! #XFINITY_COMCAST_SUCKS_SO_NOT_HAPPY. read more