I called Comcast in November because I wanted to change my plan, but the person on the phone said they couldn't help me and I would have to go to the store to make the changes. They have a really good system here at the store. You leave your cell number and someone lets you know when it is your turn. I went shopping for about half an hour and then a text came on my phone to let me know it was my turn. I don't recall the name of the person who helped me, but she was GREAT. She was listed on my receipt as WV2. She walked me through the new plan and issued all new equipment since mine was outdated. She was friendly and seemed happy to be there. A lot of customer service reps are stressed more because of Covid, but the person who helped me was very pleasant and professional. It was great to see that kind of customer service. read more

Other than having to stand in line on most days, great customer service! Easy drop off and pick up location for equipment.

Very rude, long wait times and dishonest service dealt with Peter who was very rude then with Christian the supervisor. . .................................................................................... read more

Find another provider. After 2 hours in line, I was told I could not make the changes I needed to make after having been here previously and solved an equipment issue. They will give you a 'customer service' card to call so you can wait another hour on the phone to make the changes you need. Do not recommend. read more

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The workers at this store are affable and truly doing their best. The way some of the patrons treat them is honestly despicable and disappointing to me. I have gone in multiple times and they have always been friendly and prompt. read more

Open time says 10 they are 30 mins late on opening and 3 costumers left because they were waiting since before 10

The word "Xfinity" should be co-listed in the dictionary next with frustrating. That's what we experience either at home on the phone with their services or at their store here in San Rafael. The disconnect from one representative to the other is astounding. During our most recent visit to the San Rafael store to return equipment, we experience total frustration from the moment we walked in. The person at check in was completely out of touch with what actually needs to happen operationally with their equipment returns. We were immediately being incorrectly charged for two modems (which they contacted us to upgrade to the new wireless "gateway" model) even though we had just received the new one and only had two for less than a week. We tried to get our account corrected with someone over the phone (45 minutes waiting to speak to a representative and another 30 minutes talking to the rep) who struggled speaking English and ultimately wasn't able to fix our account. So, we knew instead of mailing the old modem back, we had to take it back to the store in person. The check in person said "just drop it here, you don't have to do anything else". I knew that wasn't correct despite her insistence that "you'll be fine". We decided to wait and to talk to one of their representative in the store. Even though the store was nearly empty, it was a 30 minute wait to talk with someone about our account. I'm glad we did. That's really the only reason why I'm giving this review 2 stars is that the guy helping us actually fixed our account. He confirmed that just dropping off the equipment wouldn't have settled our account issue (obviously) and that adjustments needed to be made with a representative, scanning in of the returned item for accountability and confirming the account adjustments took place right there. That took another 30 minutes by the way. We've since had several issues with their new "gateway" modem. I would argue that it's no faster than the one we had before despite their advertising that it's so much faster. Xfinity is unfortunately the only real cable game in town unless you go with AT&T or a satellite system so you're stuck with their subpar customer service and janky equipment they force you to rent. For the amount of money we pay each month for their services, I expect better customer service. read more

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I'm giving 5 stars to Eddie! I had the pleasure of working with him at the Xfinity store and I have to say, my experience was nothing short of amazing. Eddie went above and beyond to ensure that my cable and internet needs were met and he far exceeded my expectations. His customer service skills were top-notch, and he really made me feel like a valued customer. He was patient, knowledgeable, and always had a positive attitude. Thank you, Eddie, for making my experience with Xfinity a memorable one! A while back the lines were long and it wasn't the best store experience, but I can tell you the management has really turned that around and lots of reps available even on a Sunday night. read more

Long wait but agent explained things to me and worked out my problem. Thanks! Difficulties I had were due to procedures set up by upper Xfinity management, not store personnel. read more

I guess there's been a major overhaul of the staffing at this location because I got nothing but love from the crew. The guy at the front desk was cool checking me in and ask me to take a seat. There were about five people ahead of me so I prepared myself for an extended wait. About ten minutes later and I was approached by Robert who had a chill vibe. He took the old router back and then walked me through adding my iPad mini to the account. He installed a new SIM card and had me try it out. All good, I couldn't be happier with the service I received at the Terra Linda Xfinity store! read more

The people at this store were very knowledgeable and easy to work with. We walked in, but you can also make an appointment which might be good for busy times. I would especially like to commend the technician who came to our house to set up the internet. I think his name was Lasu (?). He knew exactly what to do and was very efficient. He showed up on time too. Nice team. read more

Worst customer service, overpriced. Confusing billing practices. Unable to reach customer service via phone.

Horrible Customer service. For my account they told me everything I wanted to hear to get me signed up and then everything they told me after I signed up changed. If you call customer service all you get is, "sorry to hear about that". Nothing is done or changed to remedy any of the mistakes or wrong information they give you. If you are forced into Comcast because you have no other option as counties will restrict what providers you can have then good luck! read more

Unbelievable! Horrible! The worst! Nobody knows anything! No aswers provided. I was told to call various numbers but nobody can help but refer to another phone number that referred me back to where I started from. Called 10 times, visited store 6 times but nobody can help. Sent 10 emails but no response. I went around and around for over 2 months without any solutions. Frustrating!!!!!!!! Good luck getting any aswers. Automated phone system does not allow talking to customer service but wants you to look aswers online that has no option what I was looking for????? Nobody wants to talk to you! Nobody cares! Very sad! Extremely poor system for communication. read more

At the end of July 2022, and at Comcast Tech rep urging, I replaced the existing modem/router with a new Xfinity Gateway promising increased speed and greater WiFi range. The immediate impact was loss of communication with my HP printer and loss of WiFi signal on my deck where, previously there had been service. Subsequently, I returned to the San Rafael Northgate store where a representative indicated he knew the problem, adjusted the Gateway using my cell phone and declared the problem fixed. It was not! I initiated a series of telephone calls to Comcast addressing the problem and was connected to the Philippines, India, Seattle, and I believe, El Salvador. On the first call I spoke to four reps for over 4.5 hours then was abruptly cut off with no call back. The second call, this time to India, lasted 3.5 hours in which, as before, innumerable Gateway restarts and adjustments were made without satisfactory results. This group recommended I purchase a new "compatible" printer. As before I was cut off and did not receive a call back. The last two calls wore on for approximately one hour each with no change in my system. During the 9 weeks of calls and attempts, three tech reps were sent to my home. The first could do nothing and recommended I purchase a new "compatible" printer and did not solve the problem. The second rep worked on my system for about two hours and was able to connect my computer, router and printer wirelessly. The short range WiFi issue was not corrected. He recommended Comcast provide me with two WiFi extenders to provide service to my deck. A third and final tech rep visit, this time an "experienced" senior person. He looked at the system, provided thoughts on how I should operate my computer, TV and audio system, suggested Comcast should provide two WiFi extenders to solve the weak/lost signal problem and left without touching a single piece of equipment. On 9/30/22 in a letter to Comcast management I summarized all the activities I had experienced and wrong turns Comcast had provided, including actual purchase of a new printer as recommended by two of their reps I provided one copy of that letter to the door greeter at 172 Northgate One, and mailed a second to the manager of that store. I did not receive a response to either of those letters. To date I have not received the WiFi extenders two of their reps suggested I needed and that Comcast should supply. I am totally frustrated and disheartened by the continued poor service provided by Comcast. This latest fiasco, discussed briefly above, is the end of a long string of unsatisfactory service provided by Comcast over about 10 years. If there were a viable alternative to Comcast in this area I would switch in a heartbeat. They couldn't be worse. Michael D. Snyder read more

I turned in 2 Cable TV Boxes and changed my Internet plan at the Northgate Store. All was well from the rep. He gave me his business card. I didn't notice at the time, but only his mobile #and his Comcast Email address were on the card. I didn't realize that it is impossible to CALL the Northgate store. all you can call is the 800 # or #'s (I've tried many). It's almost impossible to get someone who speaks English. Worse yet, they don't have up to date information. Each phone call results in about 35-60 minutes of wasted time. Truly, this is the worst customer service I've experienced in the past 20 years. NO telephone contact at the Store. And now I'm hundreds of miles away and can't go to the store. They are simply terrible in customer service. I wish there were an alternative. read more

So frustrated with xfinity. using online sign in to get to personal info to change things or find out about billing only leads to a circular process whereby you NEVER get to anyone who either knows anything or will help with your problem. it's horrible and constant and clearly made to discourage people. i'm computer literate and i feel for everyone who is not. i am looking for any other option. read more

Today I went into Xfinity feeling overwhelmed, unsure about my options & what I wanted. I left literally, hours later, with a smile on my face & could not felt like I received a better deal or service anywhere. Poor Miguel, had to deal with me & my lack of knowledge, understanding & technical ability. I lost my phone over the weekend. Despite it continuing to ring, it was nowhere to be found. Interestingly enough, I have been considering switching phone service because mine just didn't work at my house(I had Metro). I was going to go right down the street to t-mobile because I knew my boyfriend's phone worked here, most of the time. Just before leaving, I bumped I to my friend who told me she had just switched to Xfinity to save money. Xfinity?? I didn't even know they had mobile service. I decided to check it out in Terra Linda & I could always go back to my original plan. So glad I did. I walked out with a phone, a plan & insurance all for less than just the plan would've cost at t-mobile....with Verizon connection. Now my phone works at home, Miguel made sure I felt comfortable before I left & gave me a card if I had any questions. Despite not having my phone, he was able to transfer basically everything from my old one which I thought was gone forever. Now tomorrow, I can get back to work & back to life, but better than before. It's like it was meant to happen! Thank you so much. & everyone there was so polite. Great service!! read more

It is always a maddening experience to try to penetrate Xfinity's formidable phone system, but I have always found the humans to be helpful if and when one can actually connect with them. Recently, I avoided their automated phone defenses by scheduling a meeting at the San Rafael Service Center. I was received at the scheduled time, quickly resolved an accounting issue, and scheduled a visit by a technician for the following day. The technician, Kindale, arrived on time and successfully handled two issues, one with a tv and the other with a malfunctioning alarm sensor. The experience was so positive I almost forgot how much I hate to call them. read more

Went today and Miguel was so incredibly kind and helpful. I have a brother with disabilities and Miguel was so knowledgeable and patient while helping us with my brothers account and his monthly cost of his bill. Also Tony and George are so nice to my brother. Thank you for the wonderful customer service you guys! read more

Do not order Comcast service if you can avoid it. Although technically a good service, their customer support cannot help you. The Company does not care about its customers. We rent a home. A contractor hired by Comcast drilled three holes in brand new wood flooring without our approval. Although three Comcast (employee) installers inspected the mistake afterwards and all of them said the holes should not have been drilled, Comcast will not pay to repair the floors. I have spent 8 months and probably 10-12 hours dealing with this issue. Comcast does not care about customers. They just want to lock-in your money on multiple year contracts. Find another service. read more

I went to the Comcast store on Memorial Day Monday. There were three customer services people on duty. One went to lunch and then there were only two. The customer ahead of me spent over 30 minutes having an intensive discussion about her situation totally oblivious to others awaiting their turn with the remaining two. I finally got inpatient and made some noise from my seated chair. The customer service representative said I see you. Then there was another customer who had been there even longer than me. In short it took 45 minutes of waiting time. The store was on limited open hours. Don't be in a hurry and don't expect timely service. read more

I tried to cancel my service over the phone and apparently it didn't work as I was still being charged every month. After waiting three weeks for my appointment, I came to this store in person and requested they canceled my service. I'm still getting charged monthly. I now have to return in person and wait in line to fix this problem again. I tried to fix it over the phone but it was a very circular process and I wasn't able to talk to a single human. read more

Service at this store used to be very good. Not so anymore. Went there last week and waited 20 minutes - short staffed and I finally gave up. I then made an appointment thinking that would save time. Not so. I arrived on time for the appointment and found they were short staffed again. After waiting 15 minutes, I was next up but the agent decided to go on a 15 minute break. I finally got someone who seemed like he hated the job and wasn't helpful at all. My last resort will be to call them by phone and they'll probably tell me to go to the store. Their business plan seems to be based on luring in customers to all their services and once they have them, prices go up, up, up. Looking for an option now. read more

My experience today was Jorge Gallardo was impressive enough to write a yelp review! Woohoo! I was not looking forward to going into Comcast, but I had to return some boxes and wanted to talk about my plan. I was seen right away, the boxes were returned without a hitch, and I was given the right information I needed to settle up my account. Very appreciative of such a quick and painless experience. Jorge's professionalism and ease at telling me what I needed to know was more than appreciated. If I need to go back, I'll specifically ask for him! Thanks Jorge! read more

I stood under the 'we strive for excellence sign' for about 45 minutes before I walked out in total frustration, empty handed. All I wanted to do was buy a set of Xfi pods because my new Xfi equipment isn't providing coverage throughout my very small apartment, (but that's a complaint for another time.) Rather than have any sort of triage or even express line/service for quick purchases, they make you wait in order of arrival. It was nuts. I waited through 4 or 5 people, all of whom had rather involved problems that needed a lot of time to resolve. I asked nicely several times if there was a faster way to just pay and go and the check-in lady (who I think might have been the manager) just kept smugly saying 'no.' I practically begged one of the 'customer service' reps to take my money while she double teamed one of his customers while he just stood there, but he just refused, and then told me there were another 5 customers ahead of me. I asked the manager, again, if that meant they could be 20-30 minutes each and she just said 'yes, could be' and walked away. I appreciate the concept of waiting my turn, but surely there's a better way to manage the process. There has to be a way of separating the longer issue customers with the 'in-and-out' folks - or why bother asking when you walk in the door why you're there. And if you are going to live and die by the most ridiculous retail experience in the world, then at least be a little nicer, maybe even slightly apologetic, while you waste your customers' time. It was no strive for excellence. I guess Xfinity doesn't really expect to sell any of the merchandise that's on the floor, because why would anyone spend a ludicrous amount of time standing in line to buy it? That was 45 minutes of my life I'll never get back. read more

The sales reps were actually pleasant and wanted to be helpful. I am not complaining about the people at the store. It is Comcast itself. I purchased a new iPhone for my wife and we went in person to choose the phone and have them move things to the new phone and make everything work. It was 200 hundred dollars cheaper than going directly to the Apple store because they give you a 200 prepaid card in 90 days, that if you can spend like a prepaid credit card anywhere. The majority of people never actually redeem their card, but I do. We buy the new iPhone, fill out the forms, transfer over from Verizon to the Comcast/Xfinity cell phone service. Then, our sales/tech guy at the counter tries to move out her info from THE CLOUD into the new phone, tries with his system, But I learned that their machine "Celebre" or "Celebrity" system actually can't move the Cloud into an iPhone with the old saved information. He, nicely, told me I needed to go home and do it myself. He shows me how he just tried on his machine, and explains they have a faulty/ineffective​ system and can't really do it, and I should go home and do it ourselves just DOWNLOADING IT FROM THE CLOUD. I am 72 years old. I told him I DONT KNOW HOW. My wife and I freaked. You can't​ leave us here in the middle......I said to my wife we need to run to the Apple Store and hopefully they can make our phone work tonight, as she needs it for the phone to be constantly on receiving​ texts and calls for her business that sometimes need instant response. I was really upset. As we left, the guy at the front of Comcast said "Good night folks. Was everything all right"? and I said "NO." That we were running to the Apple store before it closed and hoped they can help us, even tho I bought it here, and how this isn't worth saving 200 dollars for this level of service. The front guy tried to help. He printed out a form on how to do it. OK. BUT NOT GOOD ENOUGH. We drove to the Apple store, and I walked in fast and nervous, and said probably a little too loudly to the​ first Apple guy at the front of the store "I just bought this at Comcast and they can't​ help us, can you get this phone to work and with our info?" He was a 6'3, 35-year-old​, with a big gentle smile and said "Yes". Come right over here folks." And he solved all these issues, and well, everything, ​that was needed to be reset and set up, and fast, fast, fast and​ then put us a table to complete the download with 6 others and a roving apple download expert. Done, Complete. No charge. Everything works great. And my wife is happy. We were​ stuck in Limbo without a phone we could use and we run a people business where we need that phone working. When I go to a store​ that sells tech equipment, I expect better from the company, I expect a solution from the company, not to go home and do it yourself read more

Needed new internet as my partner and I moved nearby. Managed to sign up online pretty easily and decided to forego the $15 shipping charge and pick up the router/modem in store for free instead. When we arrived, Eddie was a great help in understanding different add-ons and answered our questions about service. Left feeling confident that we were in good hands! Thanks again! read more

I made two trips to the store to get a new cable TV box. The first box was broken. The second box had incorrect set up instructions. I wasted a day trying to activate the box. The Comcast phone robot and the on line support had no categories that would help me. They kept trying to activate my WIFI that was working OK. I then spent another day trying to find a person who could help. Finally, I found a Comcast tech support person who confirmed that the box required remote activation by Comcast. The process then took 5 minutes. Plus, of course the 10+ hours I wasted trying to do the job myself. read more

This review is not about the store, but about Comcast's website. I'm in the process of moving to a region not covered by Comcast. Went to their website to cancel my service. No link to cancel was listed. Tried "manage my account," still no link. Tried "chat," with a rep. Popup said, you don't qualify. (I did qualify; I was the principal subscriber!) Got banged and bounced from pillar to post. Tried to telephone. No number was listed on any page I visited. Had to use Google to get a 1-800 number. Comcast's web masters must be real whiz-bangs on writing code, but their skills at designing a useful, intuitive website is no more useful than Donald Trump's advice on fighting COVID with Clorox injections -- unless, of course, Comcast's aim is to make it difficult and unpleasant to cancel their service in the first place! read more

So delighted to have XFinity Store nearest to Novato in San Rafael, I spent my whole afternoon there, re-guard less hours of waiting, I had the best customer service ever!!! First the Customer service at the front desk entry was very professional, kind, helpful and patient, forgive for not remembering your name, but just wanted to add this... thank you. My day did not start very well by the time it was all over I was so thankful and relieved it ended on a good note, I didn't have to wait for another day or another time to go back to the store. Thank you Peter Compos, your professionalism, patience, understanding put forth to all my concerns and needs to my satisfaction, I am very grateful and appreciative for all your time and effort, you did everything that I expected, to make me feel at ease, comfortable and relieved to my limited of knowledge with todays technology, you deserve more than just 5 stars...1000 X more! I went home with a big smile on me face...thank you Xfinity for having Peter Compos, he should be the next CEO!! great service customer, I am very satisfied, pleased and happy. And so is my son with his new Samsung Galaxy S23...that's for SURE! Thanks again Peter Compos thank you ever so much. read more

It's the cheapest game I. Town and I'm often frustrated with the service. I continue to use sue to the cheap bargain deals that keep one in contract. Deals are not easy to be had as in past years. My experience with customer service is they push bundling services either internet with tv or tv with a landline. It looks attractive until you continue to ask questions or read the fine print. I think the long wall wait time wares one down and eager to get off the phone, Comcast makes it easy to say yes to what otherwise would be a bad idea. Which brings me to the long wait times and bad customer service. To be honest I would say that I've had as many good calls as bad however the long wait time puts in in a bad mood. I have the same experience when buying a new car. read more

i spent 2 hours at this store to be sent home and told they will contact me when they have a update in 3-5 business days. i called a representative who was able to help me in 15 minutes. after the phone customer service representative helped me, i went back to the store to pick up the router. i told the manager that the man on the phone was so helpful, and he immediately got super defensive and spoke to me in an extremely rude tone. he told me that it was only because of THEM at their store that the request processed.... i asked "then why didn't i get a follow up? i had stressed that it was urgent and was told i'd get a call as soon as everything was fine" he had nothing to say. he was so rude!!!!!!!! worst location ever, just boomers who don't know what they're doing. i will say, the man at the very front desk on 9/8/22 at around noon was phenomenal. so kind and tried his best to help. read more

My husband and I have been excellent customers of comcast/ xfinity we even lived in one of there apartment complex's which I won't go into here but that is probably why they use BOTS now they want to go as far into automatic service as they can and unfortunately that is killing their business. I moved from there building in Campbell, which is a nice city my late husband loved Campbell, we lived there from 2016 to Nov, 2021 almost six years! I moved north to Marin county where I am from. Well, it took a moth or so to get cable so about January I got a cable and added the security service Edith a camera butt the day after they it it in it was triggered and I did not get a reading on my phone? Saying it had been triggered! I called the BOT I am on oxygen it took maybe 25 calls and they only answered after I started to cry and scream on the phone! That is the only way they pick up people and I have pulmonary hypertension which means I am on oxygen 24/7 since 2003 Because I helped the world find a medicine to cure a disease which is being used right now! No it's not Covid! well, anyway I always paid my bills and hubbys. He had stroke in 2015 that's why we moved to apartment. I moved and after alarm got tripped sensor was knocked down by someone going into apartment to turn off alarm! I tried to glue sensor back on. Nope! Well I called then modem was stolen and called and got through again 25 more calls to get through the BOT! I hate all BOTS!!! Well they kept taking money from credit card it was in hubbys name I was still waiting to go through court for bullshit about head of estate! They kept taking money out and even had audacity to say I was paying for somebody in Colorado? I truly believe that this company is going to pot! When I lived in there building called the "Revere Apartments" we were getting ripped off every time we left our apartment they would turn the Wi-Fi off so we couldn't see through the camera what was going on! I believe the same thing is happening now! I will not pay for NO service! I was finally able to get in touch again to tell them the modem had been stolen and please come and fix security well finally June comes around and my credit card statements are being stolen and I have to cancel all my credit cards so they come and when they do they tell me whole area is in a black out! Come on! The one day they come and that happens? They said they would come back well guess what they didn't and I had to get Wi-Fi from att by then so I was paying for two services at a time? Also my tv in bedroom didn't work since June and that's where I watch it. I am disabled! They used to have a number for disabled people to call and now they don't! I have been disabled since I was 14 years old! I have not had the best of luck! I didn't sign up for Asian though I went to college and worked for a little while and took care of my husband who was extremely Ill . Now comcast which owes me money wants me to pay a thousand dollar bill? I don't think so! read more

Visited this store on October 10 to get a modem replacement. The women checking people in at the front of the store was incredibly rude to everyone coming up to the store. She yelled at some and seemed to be in a bad mood about something. Once inside, the rudeness continued with other workers. read more

I left Comcast and clouds parted and the angels sung. I am now happily at Sonic.net and the end of lies and corrupt practices. Sonic does not have data caps and so far have not lied to me. Comcast on the other hand did nothing but lie to me over and over again. I had a friend who died and I tried for months to cancel their service and return their equipment. All they could do is tell me that I needed to pay the bill for a dead person. When I insisted they were dead they responded how could they know if the person was actually dead. Seriously? I said I could send them an obit but they said I could not send them anything. I informed them they could pick up their equipment at the bottom of San Francisco Bay since they would not let me return it. read more

Terrible customer service!! The gentleman dealing with customers is horrible! Condescending tone and terrible process.

This company is so horrible. They don't care about the customers one bit. They assume no responsibility for their poor equipment or service. I really need to get away from using this company. read more

Wether in the store, live chatting on the web or talking to customer serve. It took months to fix my account. I had to use them for internet is my only choice. Again so many problems. I never get a straight forward answer, given wrong or false information and they act like the care but they could careless. I've talked to customer service so much I've recognized the agents on the phone and chat have prompted responses. So you don't really get the help you need or I'm constantly transferred which is another tactic with putting me in hold the check information. I can count on getting a deal with hidden fees and constant disappointment. read more

I will never go back to San Rafael's Xfinity Store. The customer service guy I had was extremely rude! I had the worst experience ever. I don't know how he's even allowed to work with the public. read more