Customer service is horrible. I came to pick up items after ordering online with an Agent. A representative at the Branch named Brandon was very rude and unwilling to assist. He was not trying to find a resolution and or assist in any way. Even after I asked him to look at my account, he remained steadfast about his beliefs instead of looking at it and seeing if there was an issue or whether he could help me. Very unprofessional and should not be a face to represent Xfinity. read more

Please don't go here. Don't do Comcast. Message me, I have an IT company and there are many more options. I'm getting all my clients to switch off. read more

My mother's Xfinity remote was not working properly. The center "ok" button broke and fell inside the remote. She was using a stylus to continue pressing the button to get it to work, but I thought there must be a way to replace the remote. Initially, I went to the app store and downloaded Xfinity's remote app. I got it up and working right away, but it had a few limitations. Specifically, it doesn't appear to have a volume control, so you still have to have a remote. We decided to stop by the Xfinity store in Naples. It's in the same complex as Trader Joe's and T-mobile. There was a table set up outside the store with two representatives and a sign indicating that we needed to check-in there first before entering the store. We were both expecting this to be a long drawn out process that would require account numbers, usernames, passwords, credit cards, and a lot of patience, but it was the quickest most convenient service I have ever experienced from Xfinity. I brought the broken remote and showed it to the representative and before I could finish explaining what exactly was broken on it, she had already opened up a satchel to pull out a brand new remote. We made the trade and that was it! We were on our way. Amazing! They didn't need names, account numbers, or payment. It was a simple switch. The package included new batteries and a quick start guide for programming it with my mom's TV. I was able to set it up in a matter of minutes. It took about the same amount of time to put the batteries in the remote as it did to complete the remote to TV pairing. ...And with a push of the button, my mom was back in business watching her favorite Hallmark movies. read more

We have had NOTHING but terrible experiences with Xfinity, the stores, and customer service reps. We started our moving process back in November. Nothing was connected, we had to spend 3 days to convince them to send a tech as there was NO CONNECTION AT THEIR POLE. A tech came out, hooked up the pole ONLY but failed to contact and check in with us to see that the line was cut... not our fault, and the tech SPED off when my boyfriend walked out to talk to him. They then tried to charge us a $100 hook-up fee and send someone out the next day. This did not work for us after a week of fighting to get WiFi in our new home, I work from home, so it was necessary to have. Thank goodness, my boyfriend is a licensed and insured electrical contractor. He spent the time climbing THEIR POLE, replacing and reconnecting the wiring. He then had to get the WiFi running HIMSELF. After that, they charge our account $200.00 for "not returning a tv box" that we returned. THEN, they tried to not refund us but keep a credit on our account when we explicitly stated we wanted a REFUND. After 3 days of fighting, they finally processed the refund which is now going to take 10 BUSINESS DAYS. This company has terrible customer service, terrible subcontractors, and an INCOMPETENT team. Would NEVER recommend using them. We will be switching to Starlink. Goodbye Xfinity! Wish you the worst! read more

I had a good experience at this store. Had to exchange a remote. They didn't have any in stock so I exchanged my cable box and remote for a new set. read more

After seeing all the negative reviews, I was hesitant about the time I might spend that this location. Granted it all I had to do was return an item, but I was still worried. No fears. I walked in greeted at the front desk by a nice receptionist, she took the information, scanned the item to be returned and I was out of there. everything took less than five minutes. read more

Trying to get issues resolved is impossible. My internet has been out over two months.

This is a scam business (sore losers) they literally hand you a free channel fire stick when you sign up with them, even thou you said you don't want it - they said it's free (if you don't use it). We didn't use it and upon our canceling our internet with them, and now they are wanting money for the fire stick that was given to us at no charge. The fire stick was damaged during flooding sitting in a box. SHAME ON THEM FOR THEY WONDER WHY THEY ARE LOOSING MARKET SHARES TO MORE REPUTABLE COMPANIES read more

I needed to return my cable equipment. The only strange thing is that they have a desk out front with a tablecloth where you check in. The great part was the gentleman at that desk was able to help me with everything and got all of my equipment returned. A pretty seamless and straightforward process. I never went inside the store. read more

Somewhere between pitiful and pathetic Arrived to do a simple cable box swap out at 6:58....held the door closed and locked it .....l will be paying ma last Xfinity bill next week, I'm done read more

Nothing could improve Xfinity! Minus 5 stars. Zero customer service. Staff in the store are useless, stupid and rude. no customer service there, that's for sure. They simply tell you to go home and call xfinity. Then you will get a call center in the Philippines. You won't get any help there either. All calls end in hang ups. Just forget it, find another provider and cancel Comcast/xfinity or whatever they call themselves this week. Worst company ever. read more

Can't get thru to the store Voice asst is a disaster - useless waste of time Why can't a person answer the phone - customer service is horrible - worse than att read more

Great customer service! In a world where people want to tell you what you need, I felt listened to.

DON'T GO MOBILE WITH XFINITY This XFINITY MOBILE SERVICE IS WACK!!!! My phone spends the entire day after 10:00 am on SOS MODE, I've followed all instructions to resolve the issue with an inexperienced Xfinity mobile expert ( haha ) and every day the same shit. At this time I'm facing an emergency and this iPhone 13 Pro is on SOS MODE. I regret the day I switched my previous phone carrier! DO NOT GO MOBILE WITH XFINITY AS MOBILE IS NOT THEiR KNOWLEDGEABLE AREA. Good for internet definitely not Mobile! Save yourself the aggravation from the MOBILE DIVISION!! read more

I have been trying for months to get this company to understand that I do not have their services any longer. After calling several times and getting tossed around to many different people they still think that I have their equipment, in fact after calling and then going into the local store I have been told that I need to file a police report stating that I received a cell phone from them that was stolen off my front porch. Now this suppose to have happened before I even lived at my current home address, but they wouldn't listen and insisted that I file a FLASE police report and tell the local police that this was stolen. I am so surprised with their lack of service and the treatment I have received from them, to this day they are still trying to bill me for a cell phone that I do not have. read more

I would give this place a negative review if I could, not even worthy of a 1 star. Managers, a douche bag who needs an attitude adjustment does not know how to talk to customers. The wait time is horrendous. Numbnuts placed the wrong order for my iPhone 15 - when I come to return it theirs nothing they can do because it was outside the return window. I'm sorry it was YOUR employee that placed the wrong order??? Call the 800 number- great! What a joke. read more

Xfinity Complaint - Review I am writing to provide a summary of my very recent experience (January 25, 2025) at the Xfinity store located at 10600 Tamiami Trail in Naples, Florida. As a Military Veteran, and former Police Detective, I have spent my entire adult life serving and protecting the public (citizens). The last thing I need is to visit the aforementioned Tamiami Trail Xfinity location to be treated poorly by some cocky young man I would not even allow polish my boots as he would fail miserably. To begin, I was not having a great day, which was made significantly worse by this young man's poor behavior and customer service. He was rude, disrespectful, and uncompromising. Additionally, he was wearing sunglasses in the store which was dimly lit to start with to again demonstrate his arrogance. This young, insignificant and annoying pissant was extremely difficult to deal with and basically put up a big stink because I was asking him some questions about Xfinity's available services. Ergo, if I buy Xfinity's services, they can afford to hire people, such as this arrogant young man. Unfortunately, this arrogant pissant was more concerned about a commission and entertaining his colleague rather than answering my generic questions about Xfinity's service offerings and pricing. He and Xfinity (formerly Comcast) obviously do not value good customer service, if this young man is an example of their public facing staff. He failed to meet my simple needs and / or expectations, which will now adversely affect Xfinity's reputation, client base and overall profit. As noted, he was rude and impolite which resulted in an abrupt and unsympathetic interaction. If Xfinity is operating bricks and mortal locations, then customer service and the behaviors of its representatives can and should enhance the instore experience, or alternately, as in my case be extremely detrimental to Xfinity's reputation. Please note that reviews (good or bad) play a major role in Xfinity customers' buying decisions. As in my case, Xfinity's representative failed to maintain a friendly, empathetic tone, and even went so far as to be demeaning and placating. In summary, I now associate Xfinity with bad customer service and will be taking my telecom service to one of Xfinity's competitors. There are presently 20 plus telecoms providing services in the Naples Florida area (area code 34104). When you narrow the 20 plus to the top 7 Service Providers, Xfinity ranks third behind Quantum Fiber and CenturyLink. Based on review of their respective web sites, I can sign up for better and more cost-effective service from either of these two providers. Thus, I will be dropping my over-priced Xfinity TV / Internet service and signing up with either Quantum Fiber or CenturyLink within the next week or two. To all those reading this review, please support a former Military Vet / Police Detective who was poorly treated after my many years of public service. I strongly encourage you to voice your concerns and / or issues with Xfinity and their staff, and support me in my decision to move your telecom service elsewhere. Date of experience: January 25, 2025 read more

Xfinity still charging us for a cell phone. We were told it replaces our land line phone number at no charge. Well, they are charging us for the data at $19.99 month. We tried returning it but were told should've returned within 2 months. This was after we discovered we're being charged for it! They will not budge or listen to us with our explanation. We are 72 years old, come on big company, can't u give us a break!? We have switched from Xfinity to T-Mobile 6 months ago. Now we cannot access our Netflix and Prime Video because xfinity is telling us we need Xfinity internet! So so frustrating! read more

horrible place .Had to spend 3 hours just to get a transfer pin.Its a waiste of time

Absolutely horrible company and service. On line help froze our TVs and cannot get a human to help

Since they remodeled this store to the new concept, I've rarely had a problem getting in and out within 10 minutes when picking up or exchanging gear. I've spent more time getting in and out of the parking lot for this very cramped and overly busy shopping plaza, thanks to the grocery store that neighbors Comcast. I do like that when you walk in, there is someone to greet you at the front desk, and put your name in the queue along with the reason you are visiting. There are plenty of places to sit and wait, with tablets to play with to keep you occupied if you want to. The staff are typically very friendly and do their best to get the customers in and out without too much hassle. There always seem to be one or two people who are upset with the overall service of the corporate giant, but that's not the fault of the people who are working this store. So, be kind, everybody! These people are just doing their jobs, they're not running the lines for the internet that crap out in our houses. read more

What a f'n joke with the service depth at carmax naples.Trying to get issues with my car fixed and service ppl are laughing wtf!?Don't go there if you want good customer service read more

These employees encourage Covid customers to show up Covid positive The manager insisted on me having my Covid wife show up to make some changes on my account. I asked them again if they encourage people showing up Covid positive and he says yes he cannot change rules If you care about your Health and longevity of your life, please do not go into the store This store welcomes Covid positive customers without a doubt and they encourage Covid customers to show up and speak to them in person I am vaccinated, I wear a mask, and I promise I will never step foot in the store again read more

Worst customer service ever! They are overpriced scammers in my humble opinion - unfortunately the only ISP provider in my area unless using satellite service which is too slow. I will be reporting to FTC etc in all my spare time! Their biz practices are truly epically unfair in my humble opinion. read more

Not a huge fan of Comcast but the Manager is great he is helpful to his employees and show them he cares. Skyler, Angel and others were happy to help and were quick and efficient. They exhibit great customer service. read more

The people there will talk you into signing into all the different plans: cable, wifi, mobile phones and they promise all theses great deals. Please, don't rush into signing anything. Once you sign, it is impossible to change or cancel anything. They will keep charging you for services you don't get and if they say you will be credited for it.... You won't ! Because they don't handle the billing and it is a nightmare to get your money back. read more

They are still enforcing mask wearing despite the fact that it's not legal anymore. Customer service was nice, I'm sure he deals with people being annoyed about that incredibly dumb rule all day, but because of that I will definitely search out any other Internet provider that I can get locally that doesn't force people to wear masks in their store read more

Slow, horrible service. Way to many customers and not enough employees. Nice people work there just not enough people!

Just your average pickup and drop off equipment for cable. But the service is good and the people are friendly and the do make it safe!!!! Very imp these days read more

Wow, wow and wow! Needless to say I was apprehensive to come here after reading the reviews. However, there's a new manager that is totally on top of providing excellent customer service, making sure customers don't wait 1 minute longer than they have to. The staff, all seemed very good and helpful to those they were assisting. Landon was who assisted me and he gave nothing less than STELLAR customer service!! WAY TO GO Xfinity, you hired a grand crew here!! read more

It was busy when I went there, but the reality of the situation was that I didn't actually need to go there. I had made an appointment for which you only have a 15 minute window if running late. Either way, there was plenty of room to sit once I checked in. The phone representative told me that I needed to go into the store to physically have my personally owned combo modem/router scanned. This was not the case. The representative at the store was super nice, helpful and told me the reason my internet could not be activated from home was because (even though I already paid), supposedly the activation date was "unscheduled". He updated it to that day, when the truth was it was officially active one day prior. I already had installed my own device the day before, so then I went home and the wi-fi was showing up on my phone with "no internet connection". I then began a chat with XFINITY/Comcast - I had previously spent several hours with them both via chat and on the phone the day before. This representative actually knew how to resolve the issue. I had cancelled my New England XFINITY internet 8/23/22. She contacted the New England/NH group and needed to have my modem/router removed from that region then added to the SE region. We got disconnected from the chat & thankfully she called me afterward to follow-up to make sure it was then active. Back to my store experience, the rep. with initials VJ was extremely polite and worked on selling me or getting me to combine my Verizon cell phone (including #) with my XFINITY internet plan (by 9/4/22). I've had absolutely no problem with Verizon for I can't even count the # of years. The number of problems I've had with XFINITY/Comcast over the years amounts to a minimum of 25 and numerous hours spent communicating with them, etc. Although the combo deal price was great, as of today, I am going to pass just due to my experience with XFINITY. I guess this rating reflects the false information received at the store as well as XFINITY in general. Plus, the rep. provided phone number to call or text anytime and no response whatsoever. I'd say 2* is appropriate for XFINITY overall, but it is odd that it is only $40-50 in Naples, FL for 300 mbps while it was ~$85 or so in S. NH for 100 mbps. I hope this helps someone out there. I'm just glad I finally have internet here. This would have been a serious problem if I was actively WFH right now. read more

Worse cell service I have ever had. Thought it would be good since they bundle the cable Internet and my phone together-it's a joke. My phone is a new IPhone I cannot use my phone and half of my house which is not a big house- internet only work part time on my phone - called numerous times to try and get help on the phone and their biggest suggestion is to reset reset reset- Finally went down to the store which they gave me a new Sim card "promise" that would take care of those problems-- One hr in store still no cell service - now my partners phone doesn't work - they said well it might take two hours so you might as will just go home-- it's been now 4 1/2 hours and I still don't have a cell phone that works- tomorrow I'll walk in their store and they better get this text or I'm changing carriers- to put it bluntly what a piece of shit! read more

Not a good start. There's an attendant at the computer sign in. Why? After two prompts and 2 computer freezes, said attendant did something to bring up a keyboard. I signed in. Simultaneously, I hit "go" as the attendant leaned forward saying, "Don't hit go." Then, "See? if you hit go, it freezes." Omy. My fault, Great Xfinity Sir. Th is is a big retail space that looks like an airline terminal mated with an Apple store. Same 5 clerks as before, however, when Comcast aka Xfinity rocked the look & feel of the DMV. The new store posts your name on an overhead wait list displayed like an airline boarding list. I came to return modems ordered by a tech after a house call. I don't need any of them. Never did. This is an interesting customer svc technique to bill you for unsolicited hardware before you get a chance to schlep them to an expensive retail site such as this one. When it was my turn, i was granted a credit. Yay! read more

Xfinity Store by Comcast - New svc center - Internet Service Providers Near Me - Naples, Florida

I'm only leaving a review because Jamie was so efficient and quick to help me get a phone for my mother. There was a crowd of people in the store and i was seen as quickly as I entered. He was very professional and deserves a raise! read more

I need a replacement X one TV device. Walked in, was greeted quickly and problem solved in less than five minutes. In and out ... is always good. Staff was very courteous! read more

I went to Xfinity to return my equipment and get a new one. I arrived after work around 6PM on Tuesday. The place was a bit crowded but nothing too bad. As soon as I arrived, the person at the entrance welcomed and dispatched me providing explanation on the waiting process. She was really nice and provided a warm welcome and attention. I waited maximum 10min before being served. The Xfinity specialist was pro, smiling and provided an excellent service. It could be less crowded but the service was fast and personalized. Nothing to complain about. Nice store. read more

I needed to have my Television installed in the bedroom and the technician was there on time. He did a thorough job of installing it. He checked out the box and found that it wasn't working properly and he replaced the box. He asked if I had any questions about anything and showed me how to operate the control. I was very happy with him. I'd give him 5 stars. read more

You have to have an IQ of 10 to work here. No helpful employees and have turned off Wi-Fi two months in a row after we paid the bill on time..they said they won't turn on until we pay 165...both times...and they raised the Wi-Fi by 20 dollars from last month. We are canceling our services as we speak. read more

Horrible wait. Then they send you somewhere else. Fan abuse on Switch from Sprint and T mobile. No one cares.

We went in to switch phone contracts from sprint, where we always seem to have a problem. The process with xfinity and Devon helping us, we got our new phones within 20 mins. He mentioned he's the top 13th employee in the country for xfinity. I'd reccomend to come here for anything phone related read more