I had weeks of trouble trying to use my TV. On each visit to the Saratoga store everyone was very pleasant to work with. But Jamaal Brown was not only a pleasure to work with, he finally answered all questions and finally got my TV functioning perfectly. read more

I rarely visit the Xfinity Store on Saratoga in Campbell, especially during Covid. Today, I had some questions and had to return some equipment. I arrived early and was the first In line. I was really impressed how they had set up lines for walk in and appointments (I had no idea you could make an appointment). Anyway, the system was very impressive. At first I was a bit confused but when I started through it, I figured it out. I dropped off my equipment on a table, I then met a representative who was extremely knowledgeable and polite. All my questions were answered and a new internet plan was set up. Each work station had plexiglass barriers, all employees wore masks AND they limited how many were in the store. This was a very well, thought out store that I felt provided maximum protection for the employees and customers. Everything was resolved to my satisfaction and everyone was extremely polite and attentive. When I came out, I saw the line was moving fairly quickly due to their system. I HIGHLY RECOMMEND this store! (Please understand, due to Covid, they have changed the way they operate). read more

My sister and I came in to return a phone on Aug 5th yesterday and were greeted by a very nice lady who asked what we needed and explained for a specialty item someone would be right with us she was friendly and very nice. We watched a nice movie while we waited , everyone who was working was smiling and so helpful. Manuel was the one who helped us he was so nice and we enjoyed our time with him , we got our issue resolved and left happy. Thank you everyone for making our experience so nice, it's just generally a nice store , pleasant to be in! read more

My hubby and I came here on Sunday evening. We found parking pretty quickly and right out front. We walked in and were immediately greeted by the manager of the store. He seemed genuinely happy and welcoming. Unfortunately, we came at a busy time and had to wait for quite a bit; however, our issue was quickly fixed when our name was finally called. We had the pleasure of working directly with the store manager who was very friendly and efficient. He was multi tasking by helping us and greeting/managing everyone who walked in (he let us know that he would be doing that and asked if that was okay with us prior). He was fantastic and made our experience great. read more

Someone hacked into our WIFI services using a Generic Android. I was alerted by way of email from Xfinity on Wednesday of the 75% overall usage of Wifi data. We have never used so much which is how I knew something was up. I phoned Xfinity immediately and it was a struggle to reach an on shore representative. After 2 hours being on the phone I reached a rep who said she would call me Friday at 1:30pm. No phone call was received. Then on Saturday another email was received from Xfinity to alert of 90% usage. This seemed wrong to be made responsible for any overages caused by an unauthorized hacker. The response of "there is nothing we can do" seems very discouraging. What I was told is that there is a 1 month courtesy for the 1st incident of overages which would be forgiven. However, it's not right for an unauthorized person to steal data with no help to resolve the integrity of our account. I spent 2 hours on the phone yesterday being transferred from agent to agent. A few times the call dropped or they hung up on me. Most of these off shore agents did not place notes in the system so there is no accountability. Maneuvering through Xfinity's phone system is a long process of never ending prompts. Reaching a live person is a fight and being told there are no onshore representatives available is sad. After being hung up on for the final time I decided to visit the Xfinity store on Saratoga Ave. Again, I was told there was nothing that could be done from the associate level. It was then that a Manager was requested by me to discuss this situation. The manager was kind to explain that no one wanted those rep jobs is why they are out sourced. Also, that they had a shortage of employees. Finally, another number was given to the Fraud Department. I was instructed to phone this number to file a report which was done this morning. I've been an Xfinity customer for well over 30 years. The high rates do not match this degree of customer service. The Fraud Dept. was of no assistance. I hung up on the Fraud Dept. representative. Being instructed of the need to do further steps on my part was too damn much at this point. Our family has lost a family member and all the hours of calls to Xfinity has tainted my confidence in this business. read more

They are the nearest local Xfinity store. I came here to fix a recent online order issue with Xfinity mobile. The agents were courteous and quick in addressing my issue. On top of efficiently fixing my order issue, the agent also got me a bundle discount to lower my fees across other services too. Highly recommend this store read more

I forgot the name of the person who helped me but she was really nice and explained everything quickly. However, no one was there to greet me at the door so I was just standing there... Definitely could work on that. Everyone was just staring at me.... No directions or anything from the email sooooo Also, there's no way to contact the physical store!! So freaking annoying. Everytime I call I talk to a robot and there was no way to confirm if my order was ready because it wasn't updating correctly online. read more

Very nice quick and helpful service. The store is also clean and they offer a lot of products such as iPhones and iPads. They are having some really good deals now too. Thank you! read more

This location is bad. The people there make you wait forever. They helped wherever people they like.

Simple tasks like equipment pickups/drop offs take upwards of 45min. Make sure to plan accordingly.

"You may be experiencing issues with your Xfinity services due to severe weather in or around your area. Once the area is safe, our teams will begin to repair the network to restore services as soon as possible. Stay safe and we appreciate your understanding." 36 hours and counting of cable internet outage and this is the one and only message available to your impacted customers. And this isn't due to a lack of effort. In fact, your company has gone to great lengths to ensure customers can't reach through to agents by blocking impacted customers via your automated voice and chat systems. Apparently, Comcast believes your customers are incapable of understanding the difficulties presented by these unprecedented storms and sharing information and setting expectations will only somehow cost Comcast more time, money and effort than just cutting off communications with them altogether. How do I know this? Because going into the store to try and find out more information (since I wasn't able to get anywhere via voice or chat) was met with a passive aggressive manager, Noah, who seemed to derive satisfaction from telling me how little he can help in passing on any information. It's even better when he tells me Comcast is doing the best they can and giving me any more information isn't going to help customers. Apparently with so many people working from home and how critical of a utility internet is, helping your customers plan around a downtime of days by communicating with them openly and sharing the information you have would not help them. The lack of customer empathy and understanding the value of customer communications is astounding. It's a good thing customers are resourceful and can find other ways of getting updates through unofficial channels, by driving around looking for Xfinity trucks and asking your field technician questions and sharing the answers on next door. Is that better than sharing official updates via your support channels? And now that customers have a bit more information and do some planning, did that hurt Comcast's bottom line? read more

I purchased an iPhone for my daughter and realized it was the wrong one so I went into Xfinity at Westgate and asked if we could swap phones. The manager was very rude and she explained that they nor any other Xfinity stores have that version of iPhone and instead of wasting time looking, to just pay more the latest version of the iPhone 13. So we felt that we had no choice but to pay more and wait for the new iPhone to come in the mail. She took our daughters iPhone and said that there is also a restocking fee of $35 for them to send it back?? Okay.. My daughter finally received her new phone a week later. A month passes. All of our phones are now shut off because Xfinity said that I never gave the older and unused phone back and my past due bill was $1059.13. I explained that I gave it to the manager at the Saratoga store and that she even charged us. Do they not see that on their records?? I had to go to the Saratoga Westgate Xfinity where I brought the phone and asked what was going on. After an hour or so, Alfredo was a big help and finally found the phone in the back. I get people have bad days but the other manager was very rude. Even after coming back on this day wasting my time and gas driving to and from, she just sat at the back desk and didn't seem to care at all. She needs to be re-trained customer service. I would mention her name but she didn't give us any paperwork the first time we traded phones. Probably why the phone just sat on their shelf. Just so that there wouldn't be any further issues, Alfredo even gave me the unused phone in the box and packed it to send back to the xfinity warehouse via fedex. I do appreciate Alfredos help. So after leaving Xfinity, I went to Fedex and dropped the phone off and definitely made sure that I got a receipt. What a wasted day. I am leaving a star for Alfredo coming through and helping me out. He could tell that I was very frustrated and tried to speed up the process as quick as possible. read more

People at this location are rude Specially their manager. They don't even try to provide some kind of service and, don't even try to find solutions for the customers. When asked questions, they resort to insulting their customers. Xfinity gets a nice chunk of money for poor services they provide! read more

I've been to this location a handful of times to say the customer service provided is good. As soon as I walk in, I'm greeted, asked what I needed and a couple times assisted right away or asked to have a seat and someone would assist me. The wait time was less than 5 minutes or so. I recently went in and bought a Samsung phone. The sale went smooth, I know what I wanted, the guy helped me set it up and transfer everything over to my new phone. I got home with my new phone and wanted to charge it, but it only came with the cord and not the plug in part (whatever that called) . I had to go back to the store to find out that the part doesn't comes with the phones now, you have to buy it separately. I didn't like that I had to spend $25 more for the part. The guy who helped me the second time I went in told me I could buy it at any other store also such as Target which was around the corner in the same center, BUT it was pouring rain and I didn't feel like going to another store just to pay less for the part. I went in again a week later because I had done something where I couldn't see any of my text messages! My screen was black. The guy that assisted me was so nice, friendly and patient with me and all my questions. He took his time with showing me some of the functions for my phone. I really appreciated his kindness and understanding. All the guys are helpful and try and get ro the customers right away. The store is clean and am certainly glad this store is conveniently located for me. read more

Comcast service has been spotty at best. My account is incorrectly overdue after not transferring my service appropriately. Waited 30 mins at another store to be told wait longer to see if it refreshes with the next month. It didn't. Unable to access my account online, unable to connect with a customer service agent. Been waiting another 40 minutes today while seeing staff help others and then work on something else before finishing the line of customers, including myself. Comcast has been such a nightmare to deal with for only fair internet connection and overpriced services. I do not recommend but unfortunately, they're the only option in my area. read more

Where should I begin... decided to get wifi in my new home with xfinity. Flex box was defective it took me over a month to get that conclusion because the only customer service that is easily reachable is via messaging through app. A lot of circling back to the same "resolution" finally decided to call them and it is so hard to reach an actual human being v an automated machine. While I was trying to get help on the app the SR convinced me to switch to xfinity mobile.. saying I would Pay the same for the same services.. just came back from Mexico with an over $300 bill!!! EMPTY PROMISES... SCAMMERS... had to come in to the store to complain because I was NOT going to deal with another messenger or automated machine. Of course when I explained why I was complaining there first resolution.. "I'm going to need you to call xfinity" I said NOPE I need to talk to a human. Queue the manager the "best he can do" is $75 credit. SAVE YOURSELF STAY AWAY FROM XFINITY! HORRIBLE CUSTOMER SERVICE. read more

Was warmly greeted when coming in. Was able to return my old router and got the new router. The store is cool with lots of gadgets around to play with while waiting. 1 less star since there was no instructions or box given to me with my new router on what I needed to do to get my new router set up. Otherwise was a pleasant experience visiting this store. read more

Bad customer service both online and in store. We scheduled an appointment online, got a confirmation and reminder yet when we show up in store, there is no appointment. Store clerk is not understanding, just says maybe there is a bug and leaves it at that. What's the point of making an appointment if you're going to waste our time in making us wait 25 mins. Overall unorganized staff. read more

Worst company in the world, you cant call anyone! They put you in a contract and they still raise there fees during your contract time when they feel like it. Flat out rip offs!!! read more

Came to this location to return my cable box today. A girl sitting in a chair at the front door with no name tag on, told me that they don't scan it in till the end of the night. I attempted to take a picture of the Comcast worker and my cable box. This is because the person had not greeted me by her name, wore no name badge, and gave me no receipt that I was returning the equipment. The worker jumped to the side and said no you can't take my picture. Another employee came running outside telling me I was a jerk and I cannot photograph. Strange you enter the store there's cameras all around and they photograph you but you ask to take one photo of them for proof of return,and they get upset. They never let me into the store . I was on the sidewalk and this employee told me I couldn't take a picture. Funny, don't they teach the constitution anymore in schools? The first amendment allows us to photograph in public. That's why they can photograph us and we can photograph them. Extremely uptight employees, confrontational, unprofessional, rude to their customers. Comcast should be ashamed of the store! read more

This store is awful. Customer service is awful. I came here to resolve some billing mistakes and store manager, Josh did not seem to care at all. He made no effort to listen or solve anything. So I gladly cancelled my service and moving on to another company. If anyone in the position of power reading this, store manager (Josh) at this location needs to be shown the door before causing more damage to the brand. read more

Edgar at the Xfinity store at West Valley mall was very helpful and efficient. I made an appointment to return some equipment. Edgar got to me within my appointment time and had me in an out of the store in 10 minutes or less. He really knew what he was doing. read more

I enjoy going to this Xfinity store! It's not very busy, the staff treat you nice and they take care of your needs quickly! Excellent customer service read more

In I returned an iPhone in person to the manager at this place on December 6th. It's April 8, 2023, I stain don't have the credit. read more

Xfinity Store By Comcast - The worst customer service. - Internet Service Providers Near Me - San Jose, California

This store is just as bad as the 800#. 15 people in line only 2 actually assisting customers. The other 2 continue to do check-in. read more

I walked into this store to return my modem and update my plan. I was greeted right away and asked what I came to do. The gentlemen took my name and asked me to take a seat in their waiting area and wait to be called. A little over 10 minutes a sales consultant (Jaleesa) called my named and I followed her to the desk. She took care of returning the modem. She took a moment to look up the best plan for my use. She shared with me the plan details. I agreed to the plan and she updated my information accordingly. Everything was done in an efficient and timely manner. The whole procedure including wait time took about 20 minutes. read more

Horrible service. Rude cashiers. It's obvious they don't care about their role just counting hours

The location is not the right one, the manager of this location has the worst customer service

The service was simply amazing and the professionalism was impressive! Thank you to the Comcast team for such kindness and support...you're all amazing! read more

I came here during shelter-in-place for something urgent. They were short on staff and I had to communicate my purpose of visit to two different associates before I was put in line outside. I waited 20 minutes before someone came out and very curtly told me my request couldn't be handled at this time, as they were only taking simple transfer or new installation requests. I asked her why I wasn't told this earlier, and she pointed to a sign on the front door and said why didn't I read it. So I guess it's all my fault, despite the fact that I couldn't even see the sign since I was TOLD to wait around the corner, and neither of the 2 associates I spoke to bothered to mention this to me before I wasted 20 minutes of my life. I've been a Comcast customer for 5 years but now I'm going out of my way to switch to AT&T. At least they treat their customers with a modicum of respect. read more

I would not recommend going to this store. Their primary objective is to get you to pay more money, buy a new phone, tell you to go somewhere else if you got the phone at the Apple Store. They might tell you that it's a problem with the product itself, but are unresponsive and unhelpful. Don't go there. I'm thinking a different WI-FI carrier would be better. My time is valuable, and who has the money these days to just get a newer phone? Hello, inflation, and Xfinity turns their back and takes advantage. They simply don't care and don't help. read more

Comcast, you need to figure out a away to improve your customer service and satisfaction experience. I have been without service for 4 days. And I have been trying to reach a live person on your help lines to no avail. I drove your retail outlet to try and get an update only to face more incompetence! Shame on you! 4 days with no service and the best you can do is maybe in 3 days time!!!! read more

I had the best customer service from both Raul and Muhammad in the Wheaton Xfinity store. They stayed beyond closing time to get my issue resolved. In addition, Tyler at the Crystal Lake store was extremely knowledgeable and helped us initiate transferring our mobile service from T mobile to Xfinity. read more

So I WAS contemplating, switching to comcast and I wanted to see what their cable box interface was like, want to make sure it was easy to use for other members in my house. As well as what the boxes look like (no one wants a giant box next to their clean TV install). We walked into the store, I explained my purpose of the visit and what I was intrestEd in. The guy behind the counter kept trying to up sell me some triple play BS. I kept telling him, that I do not want a phone only internet and TV. And I asked to see the interface and the cable box. After he could not sell me on the triple play he just walks away. Like WTF? Now we are standing in the store, dude is just ignoring us, won't even show us what we came to learn about. What a total waste of time! If their employees are a reflection of their customer service I will gladly pay more from another provider! read more

After today, I'm done with Xfinity. As a customer of more than 20 years, it was my expectation that I would receive a level of customer service suitable for a longtime and loyal customer. Unfortunately the Xfinity store on Saratoga at Westgate Mall neither cares about loyalty nor retaining longtime customers. So why should I. Later this week I'll be canceling my mobile, wireless, and cable TV services and moving to a more professional provider. Thanks for nothing Xfinity. read more

Basically the worst customer service in the country. No humans ever answer the phone no one is accountable. The moment I am free from my hoa I will choose any provider over Comcast! As a matter of fact any person running a new isp out of your garage? I'm in! Probably better than Comcast or xfinity or whatever alias they are now operating under read more

Eric great associate, always looking out Thanks man definitely coming back to this store to shop read more

If I could give zero stars I would they scam you don't believe it I will never get a phone from them again and wouldn't ever recommend them to anyone. Customer service sucks also they didint help or explain anything read more

Comcast really needs to review its customer service policies. I needed just to drop off the equipment, all changes to the account were already made on the phone with a rep. The same rep on the phone informed me that when I drop off the equipment I SHOULD get the receipt confirming that all equipment was returned because the returned equipment tends "to disappear" and then charged to the accounts. So I disconnected the equipment and came to the nearest store during my lunch break. At the store I was informed that I can drop off the equipment but if I need a receipt I have to wait for a rep to handle the receipt and stay in line for at least 20-30 minutes to do the drop off OR I was also told I can make an appointment to drop off the equipment (!). BUT if I want to drop off the equipment immediately then I can just leave it with the front desk with no confirmation of drop off!!! Wait! Here is the question-- why the same front desk cannot scan and print confirmation and reduce the wait time for customers who actually DO have issues to be resolved and concerns to be addressed!!! This approach absolutely does not make sense. I am sitting in a line with people who need 20-30 min to get answers, etc. And here is the update: to drop off the equipment took 30 minutes. The actual scan and print of the confirmation, just as suspected earlier, was under 30 seconds!!! read more

Zero stars! I wanted to speak to a live person anything that can breathe oxygen. My question is... if I walk into the store can I pick up the equipment rather than having it delivered to my home therefore get an installation sooner. Another question is do you have military discounts for veterans. Why is it that I cannot speak to a live person?! robots do not know what customers really want to know! read more