This is not a bad review about the customer service folks at the Store. They're OK. But there's always a wait, and it takes several hours of your time factoring in the car trip, etc. Who's got that much spare time? It's Comcast the corporation that's the problem. I signed a 2-year contract with a fixed price for the entire term. That's what they told me on the phone, and that's what my bill said every month. After 12 months, they raised the monthly price for equipment and HDTV service by $20/mo., or $240/yr. I also signed up for internet service speed of 50 MB/sec. I get around 10 MB/sec., even though I'm paying for 50 MB/sec. Buyer beware. Update: Paying my monthly bills and noticed that I have not received a bill in the mail from Comcast for two months. Thank goodness for autopay. But where's the bill? The store is closed, website is awful, telephone support is closed, and can't access chat. Awful - Awful - Awful. A couple of months ago I complained formally to Comcast that I'm paying for internet speed of 50 MB/second. Always get less than 10. Comcast ignored me. Awful. Update: I scheduled an appointment online for 9:30 a.m. I arrived on time, only to find that the Xfinity store at Northgate One, San Rafael, was closed until 10 a.m. Why would Xfinity schedule an appointment for a time the store is closed? A colossal waste of my time. When I complained, the clerk who handled my transaction was completely uninterested. read more

Anthony Ricci Anthony installed a security system and did a magnificent job explaining everything. He was very patient and very helpful. Nora read more

I wish I could give negative 10 stars. The most incompetent service I have ever encountered in my 62 years on earth. We continue to have network issues month after month. Spent 3.5 hours on the phone today. (About the same last month.) Credible service only restored for a few hours. Now back to connectivity issues and no one has an answer no matter what we try. I have an online business and can not survive this way. Comcast get your act together. read more

I was surprised to learn to that Xfinity-Comcast has never offered Covid-19 relief for a customer's ability to pay their bill. As many people that have been shut out of working in their field since March and are home more than ever households probably increased Internet Data usage, which ultimately after 2 months of warnings and grace results in $40 extra charges. When I inquired months ago unlimited data was $50 per month. Asking an Xfinity agent today to remove the $40 data charges I was told "we are not allowed to remove data usage charges". But found out there's been an $11/mo add-on for unlimited data if you rent a comcast modem. Newer plan but no notifications to opt for that. Would have been nice to know that. But still no data usage credits! read more

I went in to ask a quick question and of course there was a line. While I was waiting for my turn, there was an elderly man waiting, with an elderly woman behind him in line. When they called 'next', the older man didn't seem aware. The woman gently patted him on the back and he didn't respond so she started to go instead, which is exactly what any normal person would have done. The woman behind the counter snapped at the elderly lady and said something to the effect of, 'wait your turn! We know what we're doing!'. The woman was embarrassed by being yelled at, and that was enough for me, so I walked out. I can see by the yelp history that Comcast could care less about improving its image. read more

not long of a wait on a weekday during lunch hours. comcast reps didn't seem to care much to find you a new plan. had to ask several times to get the smaller cable box from the back. nice kid but wasn't very enthusiastic about cable. i know its probably a summer job and future career will not be in cable but customer service in any industry should be top notch for client retention. read more

The manager does not know the return policy on mobil phone returns, so I had to call "Xfinity mobil customer support and resolved my issue over the phone with an employee that should be the manager. Sometimes the customer is right! If your not sure as a manager, always ask or read your policies on the issue. read more

I would have to describe our Comcast internet service as intermittent. On days when more people are home it appears the structure is taxed beyond capacity and the internet access is on and off at best. When the weather turns very warm, no internet. We have returned our second cable box, worthless. We did upgrade our wi-fi router with a top of the line purchased device. read more

These guys are awesome, fixed my issue regarding a 2nd account. They've closed it seamlessly without any problems. Don't mind the low stars in Yelp. It's probably Comcast itself not the people there, the customer service is great. read more

This was a long horrible experience. The person didn't know what they were doing all I wanted to do was take back something.

The good: I had a great experience at the comcast store in san Rafael. I was there to exchange cable boxes. In the past, I have signed in on a screen (impersonal) and waited my turn (usually 6-8 people). This time I was greeted at the front desk by AYESHA SHAH. She was absolutely great! She helped me add an app to my phone, listened to our complaints, and suggested ways to improve our service. She spent a lot of time with us and was very knowledgeable. She would get 5 stars and more if they had it. The bad: The new box didn't work. I called comcast and the technician had me try numerous things, change all the cables, and said it probably wasn't the box. I told her I was going to go back down to the store and exchange the box. She said she would call me back at 6pm to check if it worked (she never did). I was greeted by AYESHA at the storefront again, pleasant and great service, she took care of me quickly. The second box worked, but didn't get one channel: channel 3 (I wanted to watch the Thursday night football game on channel 3). I called my neighbors and they all had channel 3 working ok. I gave up and went to my son's house to watch the game. The ugly: The next morning our TV, wifi, and phone line didn't work (second day in a row). Later on I called comcast again. As I was waiting to talk to a technician, everything came back on. Channel 3 works, we will see if it does on Thursday. I would switch to another cable company if there was one.l read more

This is a review of Comcast's snake-oil marketing and billing departments not of the outstanding field technicians or the local SR store. If one could give a negative number, I would. Dealing with Comcast is far worse than having a colonoscopy as you only have to have the medical procedure done once every 10 years whereas one has to deal with Comcast's beyond deplorable marketing and billing departments every 6 - 12 months as its rates change. read more

I live in Mill Valley and I had the Comcast security system put in yesterday. Anthony came at the beginning of the window time frame (I always like that), he was friendly, knowledgeable and he gave it a lot of thought for the best set up for the security in each area of the house. He explained things well and the whole experience was surprisingly smooth. I wish I could have him as my only contact person at Comcast for life! read more

HORRIBLE SERVICE!!! Seriously I don't think most of the employees know anything about what they are doing. Ive had a problem with my wireless internet for 3 years, made probably 50 calls, have had 5 service people come to my house and not one person had a clue. Recently my WiFi was down on all 3 computers, my home phone line hasn't worked in 3 weeks, my printer was no longer functioning and I couldn't even use my iPad!! They did not show up in the 4 hr time frame I took off work, stating "You never had a service appt!" REALLY? Then why did they send me an email in the morning asking if I still wanted their servicman to come and why would they send me a confirmation?? They lie like a rug. 2 days ago we rescheduled, took another 4 hrs off, this time they said they couldn't find entry into our home. REALLY?? We were both home, the door bell never rung and no one called as we both had our phones with us, as the home phone doesn't work because of them. They told us we needed a new modem as the one we just paid for a year earlier did not go far enough and that was why there was no signal. REALLY?? Massive hotels have internet in every room, why can't they find one the go 12 feet and one floor up? Another $200.00. Yesterday I hired a private computer person and he fixed EVERYTHING in 10 min. If this lousy company had competition, I believe almost everyone would go elsewhere. The even started up a new Yelp page with one positive review, as the older on had 1 1/2 stars!! Apparently they sub out the repairs, which explains why no one knows anything or cares. Any the give money to cities in order to have some sort of "No competition" in the area! read more

Comcast representatives are lacking in the understanding of their complicated programming and fees. They are more focused on selling then on resolving the immediate concern. They asked too many questions to get to my point. I just wanted to try ESPN Live on my mobile device and after almost an hour of chatting I discovered that I would have to get a new program package (including phone service I did not want) and have a new modem mailed to my home in 3 to 5 days. To see something on my mobile device should not require me wait for a new modem to come in the mail in 3 to 5 days, unhook the old one, hook up the new one, hope it works or have to call and go through a bunch of prompts on the phone, and on and on and on. It all was over the top ridiculous, old school and way to time consuming and slow. I would have to really, really, really need there service to go through all that in this technological, instantaneous age. If you do business with this company I hope you have a better experience with the service than I did, it's always different for different people. Good Luck! read more

Did not credit my account for 6 months for a turned in box...basic cable of $25 nets a $40 bill. Spent a half an hour on the phone with a clueless operator who was as effective as a turd in the freeway. Cancelling my account tomorrow read more

I have had good service here and consider the new store an improvement over the old one on Andersen. The staff is knowledgeable and very accommodating. I prefer to come here rather than call the comcast/infinity help line. Why? I usually call after work and reach the Philippines. They can only offer, in my opinion, general information. If there is anything complicated they just repeat stock answers. The most disturbing thing about talking to off shore is that they have hung up on my up to three times in one session. I guess there is no accountability, but comcast suffers with an image and a customer service problem. Too bad. Solution: Time your calls and ask the San Rafael staff for the US phone number and also ask the hours. I don't have the number handy, but hope this will help relieve some of the frustration you experience in calling off shore. I have had these hangup phone calls periodically throughout the last six months. Ciao read more

I really like the convenience of going into the storefront instead of being on hold for 30-60 minutes. I give sales consultant Katie 5 stars!!! If you can, request to speak with her. She knows her stuff! After a complicated move, Comcast really made a mess of my account and after about 3 hours on the phone with various reps that didn't know what they were doing, she was able to get everything up and running. Thank you, Katie! read more

If I could give this store zero stars, I would. Comcast has no true customer service team, sees customers as a "commodity" and takes advantage of them with improper records and accounting. Watch your bills closely! read more

Beware... When you are a new customer they offer package deals... You belive your getting deals and at first maybe you are. When that is over check your bills because they will go up and up. It's funny they have a website to show you how to read your bill... That's ridiculous... I got their called and my bill is $175.00 a month for 2 boxes, internet and just regular channels when I was told over and over it would be $150.00. That's even a joke. It keeps going up and up. I'm so done with it all. I can't get any other service at the moment I am stuck with this. My box upstairs never works right. Just check your bills or go on wesite and learn how to read your bill. What a joke. read more

I just got the best service here! I had to wait about 15-20 mins when I got there but that's expected. I can't remember the woman's name who helped me but I think it started with a C. Anyways, I was signing up for a new account and she talked me through my options. I picked one and we then began the process of creating my account. I had the little girl I watch with me and she put a movie on demand for her, Frozen, on the tv behind us and even got her a stool to sit on while we waited. She was so helpful and even threw on three free months of starz because it has the movie Frozen. Also she threw in any cable cords and HDMI cables I may need during installation (which I'm doing myself). Overall I am extremely happy with my service here. Will definitely be back to see her if I have any issues in the future! read more

I had an issue with billing that never seemed to go away. I got calls, I got almost harassed, all because the billing system at comcast is awful. I decided to stop dealing with the people on the phone, because it was getting no where. I went into the store, spoke with a few of the employees. All very kind, very generous. The store, by the way, is very clean and spacey. Comfortable place to be. The problems with the billing still persisted. So I spoke with the manager, Jon, at the branch. He personally figured the issue out himself for me. He pulled strings, and figured it out what nearly 10 people sitting at a desk (god knows where) couldn't. Such stress and heartache solved in a matter of hours because this guy at this branch actually cared. Thank you!!! read more

I don't know what to say. I came, I used and I left. When we first moved we got a great deal and I was a happy customer then all of the sudden our bills got higher and higher. They told us it was this and that from our package that expired, so we asked them to remove those additions. Once I got out of contract, I told them that a competitor was offering a really good price and if they would match it. They couldn't, so we cancelled our service and returned our equipment. I will say that the people working here seemed friendly and there is a drop box where you can just return your items. I wish you could access this from the outside when the store is closed. That would be really convenient! Thanks for the good price while it lasted. read more

How about no stars? LOL! For starters, their re-direct sign on Anderson Drive says, "We've re-located next to Walgreens in the Northgate Mall?" That's a Big Mall! Lol! Sign should say Northgate ONE Shopping Center because that's where it actually is! Or, how about next to BIG 5?? I would have driven right to it! Strike one. I let it slide... Beautiful large space... There was no one to greet me, but I was impressed I could sign in so easily. Sat down in a nice chair and did my email while waiting. Looked-up about 20 minutes later and realized I was Not on their Wait List! This big dude treated me like I was a Mental Patient and escorted me BACK to the front desk, turned me over to a "Greeter" that suddenly appeared! With no eye contact, she made it real clear she did Not want to be there. Now I am standing there with my modem in my arms, (plus my heavy purse). What was Anybody's first clue of why I was there? Lol! "I asked, "Can't you just take this modem I'm returning?" Looking down she finally said, "Well, if you want to, you can put it in that bin behind you." LOL! NO, I JUST WANT TO WAIT AROUND THE WHOLE DAY LADY! LOLOL!!! What a joke! COMCAST: Get a Real Human Being that Cares at your Front Desk - To Match Your Big Spacious New Location. You can afford it. read more

This is a review of both the store and Comcast service, in general. The only reason I'm giving 2 stars is because of the very nice, patient, and helpful manager, Gabe, who, though my situation was unusual, was committed to trying to find a solution, and Ed, the technician who came to my residence. He was personable, informative, and ultimately fixed the problem. Now for the reasons I'd want to give 0 stars were it not for Gabe and Ed. I have both internet and television service with Comcast. Everything had been working fine, until one night when I went to finish an On Demand program from the night before. On Demand was not working. I followed all the instructions on the screen. It did no good. I called the 800 number. First there was an automatic reset sent. This was done by the system, I didn't even get to speak with a human. I could tell it wouldn't work, because even though the system said a signal was sent, nothing came through. The 800 number wouldn't connect me with a human until 15 minutes after the "reset" that never came through began. Finally, the 15 minutes passed, I got through to human, and he told me there was some kind of signal leakage, but unless I wanted to pay for a technician, they couldn't get one out to me for over a week. Ok, fine, just give me the appointment. He also told me since my cable box was old, if I went to the store to exchange it for a new one, that should get my On Demand to work, even before the technician arrived. So, I went to the store the next day to exchange my cable box. Fast forward to me getting home later, my new cable box set up and working, except ... still no On Demand. I decided to try the Comcast online chat instead of the phone this time. It turns out the reason my On Demand wasn't working is because a technician had been out to my neighborhood, discovered a signal leakage coming from my house, and in an effort to fix the adverse effect the signal leakage was having on neighbor's service, instead of fixing the problem at my house, BLOCKED THE SIGNAL COMING TO MY HOUSE WITHOUT TELLING ME. Once I learned that, I told the person with whom I was speaking in the Comcast chat it was completely unacceptable they had done so without even telling me and were going to make me wait over a week to get it fixed. The guy said he'd put in a request to try and get someone out here sooner. Having not heard anything from Comcast by the next day, I decided to call, again. I must've gotten the right person, because when I explained everything to him, he told me there was an appointment available in 2 days. I thanked him profusely and took the appointment. I went to confirm that appointment online, saw there was an appointment available a day earlier, took it, and Ed came out earlier today and fixed everything. Sorry, Comcast, while it all turned out fine in the end, it's only because I was so tenacious. Were it not for my tenacity, I'd still have to wait another almost week to have the problem with my service, a problem Comcast caused, to be fixed. Seriously, what in the world was the thought process behind that ... "oh, well, a few people are having problems, but instead of fixing the cause, we'll just block part of one person's service. That way we'll only have one person complaining, instead of more than one???" read more

Signed in to receive notifications when my appointment was ready. Did not receive any notifications and when i came back to the store, my name was removed from the list. Unfriendly staff member told me to sign in again and waste more of my time. Worst customer service!!! read more

The new location is next to Big 5 and the Walgreens. NOT at the mall (near Sears), as the GPS directs you. Hopefully this will save you 30 minutes of driving around looking for the place. Oh, and don't try calling since their contact phone number will lead you to the 1800 line. The staff was nice, though. read more

Two great experiences, including one from the Northgate location: Maurice immediately identified what I needed just by the info on the cable box I was replacing. It was so nice not to have to go through the drill of providing account numbers and having to explain why I was there. I really appreciated Maurice's initiative and prompt service. The other shout-out is for Ron in their WA-based call center. He was absolutely fantastic about listening to my needs and finding me a good package. I really appreciated that Ron found a better deal, rather than trying to push upgrade services I didn't want that would increase the monthly contract. read more

Yo this store is the illest. It be so dope bro when I go it is tight. Yo the cashiers got the freshest attitudes. Nobody be rude up in that spot. I got my modem; no problem. Say a scale from 1 to 100 in sickness it be too fresh to rate dog. read more

A minus 1 star (bad, out-sourced, overseas customer service over the phone) was off-set by 5 star treatment I got from Kyara in the store here in San Rafael - sure I had to drive down from Sonoma to get decent customer service but she saved the deal - I was about to drop Xfinity and go Dish. read more

Everything others have said about how horrible Comcast is, is TRUE. We had problems for months, were promised call-backs, never got any; had techs come out who didn't know anything, problem never resolved; we were "escalated" repeatedly, there was never any follow-up; talked to supervisors, all they would ever do is set up another tech appointment--we lost track after 8 tech appointments in two months. The most "amusing" was the tech who showed up at our door, ended up saying "oops, I went to the wrong house, someone will be along to fix your problems shortly" and nobody every showed up. They lie CONSTANTLY. We discovered we were being charged for things we didn't even HAVE. They actually shipped us things we didn't ask for and didn't want (TWICE!) and charged us for them! I had to go through Telephone Hell again and again to sort things out, and they told me I would have to PAY to ship the things back or drive them back to the Comcast store myself. It went on and on for literally months. We found out from some techs that other techs had done the wrong thing; that another tech who had said they would "start a ticket" on our problem had never done so; that techs who had told us the problem couldn't be "fixed" had lied to us, and on and on and on. If there was ANY viable alternative to Comcast, we'd be there in a minute, but we're both elderly and retired, and there is no other alternative in this area. Someday hopefully there will be, because they are horribly incompetent and dishonest. read more

In December of last year, I moved my office to San Francisco and terminated my service in San Rafael, CA. When I called to shut off the service, Comcast told me there was no need to return the equipment; I leased one office in a suite of offices, and my landlord (who already had the equipment when I moved in) would keep the equipment for the next tenant. Once I moved out and turned in my keys, Comcast started to bill me more than $300 for unreturned equipment. When they sent me to collections, the collection agency took the contact info I had for my former landlord and that was the last I heard from them. Now, Comcast has taken the account back and is trying to bill me $70 per month for renting equipment I don't have because I relied on their assurances that I had no equipment to return. Imagine, their customer service is worse than a collection agency. read more

Visited the Northgate store this morning. I checked in at 10:30 and still have not been serviced by 11:15. Additional service people who could reduce the wait are busy moving equipment around. If you have ANY other option for your communication needs, take it. Comcast has no interest in providing even basic customer service! read more

It's no surprise Comcast consistently rates as one of the most-hated corporations in America. Every time the 1-year special deal expires, you have a discussion with them, and they offer you some fabulous deal, and all seems good with the world. Then, the bill arrives. And you discover they outright lied about the package, the channels, the price, and even the estimate of the taxes. And then..... big surprise.... when you exercise your 30-day option to cancel, they tell you your original offer is no longer available. This has happened to me twice now. read more

This review is for Comcast customer service both in Marin and over the phone. After spending two hours on the phone this week having multiple customer service reps read from the same script of unhelpful problem solving tips and telling me that they would be transferring me to the correct department next, only to find myself talking to someone else who had no clue what they were doing I was told they would need to send out a technician. When I called to make that appointment the first available date was in two weeks. Unreal. I stopped by the northgate xfinity store to see if they could do anything to help and they were equally unhelpful. Exactly the kind of customer service you would expect from a company that is essentially a monopoly in this area. If you have literally any other option for cable I would recommend using that instead. read more

i signed up for the program and am trying to get it installed in my house and it's taken over a month. they can't give me a time and can't coordinate with the groups responsible for the installation. i've been looking forward to what they've promised but i cant even get it installed. read more

In my forty years of customer service I have never experienced such hideous service as my series of calls to Comcast to find out what was happening with my internet servicesand why it stopped working. When I called I was dumped into their recorded system (during business hours) and on the first call I made I was dragged through their being unable to find me by my phone numbers and then my account number and then "it" ultimately hung up on me. The second time was a repeat of the first. I tried a third time, why I don't know - there seemed to be no other alternative, I got through to a recording that said that it knew who I was, that service was interrupted in my area but no further infromation, - it didn't say that "it" didn't care but I was still left with no ability to talk to a rep, no idea how long it might take for me to be able to send that crucial email. They used to have a prompt where you could talk to someone that could give you an estimate as to time... I cannot believe that this is their idea of the way that a quality company might treat their clients. Clients that pay what, an average of $ 4,000 a year? They won't even talk to them? I am actively looking elsewhere...Paul G. 415.517.7468 read more

I went to Direct TV after years with Comcast because the wanted me to pay $2000.00 to run a cable from the street to my house for HD and high speed internet.. This was about 8 years ago. At the time I was under the impression that Comcast had the best customer service at least it said that in the reviews . I had direct tv for the next 7 years and I guess I didn't know how good I had it. In Novato my only choice for Internet was Verizon DSL which was awful and expensive .So when I moved to a new location I thought I would try Comcast again. They had a great offer for a triple play for $89 if you did a two year contract. Well I can't believe a company of any kind can make so many mistakes. The first one was they missed the installation appointment the second appointment the guy didn't have the right equipment and I had to wait 2 hours while he got it from another installer. Then he couldn't do the install which was supposed to be free. He wanted to charge me . Long story short after hours on the phone and 5 hours he was done. The next mistake was they signed me up for a totally Spanish package. It made the bill so confusing when it came that I still think they got an extra $100 or so. I had talked to them and confirmed that my bill in total with all the fees and taxes was going to be $108 each month for one year and then go up to 128. the bill immediately started going up and each time it felt like it took an act of God to straighten it out. I could write for an hour telling you all of there mistakes. I finally got so fed up I went down to they're location at 1111 Anderson to find out that the location had changed and I received no notice of that. I went into the Northgate location. They told me that they would call me back after researching all of they're mistakes. They never called me. When I received the next bill they had increased it even more. I was pretty upset. Now I work in customer service and I know how difficult it can be working with people all day and I can't imagine how horrible it must be working for Comcast as much as they gouge people. So I was very compassionate with the lady that I finally got to speak with. I am going to capitalize this part because I just can't believe this lady is in customer service. THIS LADY LISA MCGILL-ROSS GAVE ME A CUSTOMER SERVICE EXPERIENCE I WILL NEVER FORGET. SHE WOULDN'T LISTEN TO WHAT I HAD TO SAY. SHE WAS EXTREMELY,UNBELIEVABLY MEAN TO ME AND WHEN I ASKED TO SPEAK WITH HER MANAGER SHE SAID HE WASN'T IN UNTIL TOMORROW AND THEN PROCEEDED TO CONTINUE TO NOT ADDRESS MY PROBLEMS WITH COMCAST AND ASKED ME TO LEAVE. I HAD NOT YELLED NOR DID I SWARE .I DID NOTHING TO WARREN THIS TYPE OF BEHAVIOR. LIKE I SAID I WAS IN CUSTOMER SERVICE FOR 25 YEARS IF I EVER TREATED ANYONE LIKE THIS I WOULD HAVE BEEN TERMINATED ON THE SPOT. SHE ESCORTED ME OUT OF THE BUILDING LIKE I WAS A CRIMINAL.HER ATTITUDE WAS SHE DIDNT CARE ANYTHING ABOUT ME AND WEATHER OR NOT I CANSOLED COMCAST SERVICE OR NOT.SHE GAVE ME HER CARD AND THE CARD WITH AN 800 NUMBER TELLING ME THAT THAT WAS THE MANAGERS PHONE NUMBER AND I CALLED AND SPOKE TO A GENTLEMAN IN THE CANCELATION DEPARTMENT BECAUSE I WAS DONE. HE GAVE ME A SOLUTION AND SAID HE WOULD CALL ME THIS MORNING AT 10 AM SO I COULD THINK ABOUT IT.I SAID ARE YOU REALLY GOING TO CALL AND HE ASSURED ME HE WOULD IT IS PAST 11 AM NO CALL.MY TIME IS VALUABLE AND I WOULD NOT NEVER SPEND TIME KIND OF TIME AND ENERGY TO GO ON YELP AND WRITE A REVIEW BUT I SIGNED UP FOR YELP TO DO THIS. At this point I would recommend putting up an areal antenna on the roof before recommending comcast. I could say more but I am just plain tired of this . If they had a negative 5 stars I would give this lady and Comcast that rating . read more

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

Better to wait for an hour on the phone... than to wait longer in this store. Loud alarm went off in the store. Was "#9" and was told the wait would be 15 minutes, but was still #8 25 minutes later. Left equipment and note on counter. Nobody was rude, but definitely not good customer service. read more

Horrible service. La Shonda was rude, very unhelpful, and in the end she did not deliver what she had promised. Instead they raised my rates and I had to call and threaten to cancel my account before they would adjust it. This is a horrible company that i hope goes out of business. Bring on Google for home, I am sick of these monopolies running the roost with their crappy service. read more