Every experience at this store has been good. Every situation or questions answered. Great customer service. I need an equipment replacement, no problem and fast. My bill too high, boom fixed... The Almaden store in San Jose should send their employees here for training! read more

They crammed my account. They added a phone line 5 years ago to my home service I never used. They stole $4000 from me and now they have me in collections over their fraud. DON'T EVER GET HOME SERVICE WITH COMCAST. EVER EVER EVER. THEY REFUSE TO GIVE ME MY MONEY BACK. read more

Great customer service! Went in asking to buy a HDMI cord, one of the workers had a spare and just gave it to me. Many thanks to that worker!!!!! read more

Broken old remote. Went to store expecting to wait..told the receptionist my problem. Walked out 30 seconds with new remote...batteries included. Big yay read more

AWESOME experience. I was having a problem with my daugher's phone dropping off the network. The head manager helped me directly and he completely solved the issue where the automated system and chat system couldn't do it. BRAVO! Thanks for solving this critical issue as my young daughter couldn't make calls and now everything is good and safe! read more

Gotta give this Xfinity Store their flowers because they have recently undergone a major face lift. It looks nothing like it was before and is much more welcoming. I walked in to pick up a new home internet setup and was pleased with the ambiance. Right when it opened, there was already a queue, so they put your name down and encourage you to sit and relax while waiting for an associate. They have tables with chargers available so it's easy to scroll on your phones while waiting for assistance. Staff here were friendly and helpful for the most part. The person I worked with was younger and didn't seem to know the ins-and-outs of all their products and services, but a supervisor was nearby and she was able to answer all my questions. Definitely call ahead to make an appointment or do things online first if you're able to save you some time while there, but given it's facelift, it's not the worst place to wait for help. Hope my Xfinity continues to go well into the future. read more

Good & BAD service here. Gabriella is very good, but others I have met with are very poor quality service. Came here to get my address updated because the online chat said I would get better results in the store. The rep refused to work on it. Said they only sell in the store, dont help customers with problems. read more

I went into the store on River Street. We set up a new account that would auto draft out of my checking account for $86/month. Now, two weeks later, I received a text message saying that they had billed my credit card for $108. I've now called xfinity twice to try to resolve this problem. The first representative I spoke with wasted my time for twenty minutes telling me that I would see the new rate after my next billing cycle. Finally, on my second attempt I was able to get ahold of a representative that was able to fix this. This process has been a complete waste of my time. Dealing with xfinity has once again been a terrible experience. read more

There's an outage right now and all the automated lady says is oh it'll be over soon blah blah blah well my power is completely out my whole building is out nobody has power I understand if they're working on the telecommunications on Xfinity but why do they have to turn our power off and I can't talk to a human being that's b******* I need to talk to a human being read more

I had an excellent experience at this Comcast store. I went in the store on June 1st and I'm just now getting around to writing a review. Ali Allison helped me that day. She was amazing. Very professional, knowledgeable, patient, and very courteous. I really appreciate her help and great attitude. Ali and Chris were friendly but it was Ali that helped me. You had a great crew working that day. Thank you Ali for great customer service! read more

Better service. 40-45 min on hold when your internet is down is unacceptable. And now...I need to come up with 85 characters to tell you what I just told you in the first 12 words. read more

The worst company to deal with !!!! They are charging customers cards in file without their consent. Customer service is the worst !!! DO NOT get their services. read more

Happy 4/20 folks. Not sure about the store, but both times when the workers have come to rescue me, I found them to be kind, pleasant, and helpful and tolerated my foolishness of not knowing anything about the internet. Now the store may be crap, but the service I got, all the way up in the mountains was stellar. I had earthlink, now that was hell for 10 years, but I was so shy and ashamedI of being a ignorant fool, let it go, and I had no service for 6 weeks at a time, although I was with earthlink for 25 years last 10 years it fell to one star in my universe and would not come up for 6 weeks, and this happened every other month, so adios. I finally had to call Xfinity up as I had dual internet earth and Comcast wasting money for months, one not set up right, and another useless piece of caca. Now, off to go see what tRump is destroying,---off to Youtube. read more

Xfinity is by far the worst customer service. They treat customers like they are nothing and they may have bundle deals but in the end they are robbing people bc their pricing is still high. Particularly the elderly and this is what upsets me most is to see a company take advantage of elders. I am Setting up service for my elderly relative and they were a "no show" with install. 90 minutes after the set window (which they sent multiple reminders to make sure she would be there) and then they canceled the appt leaving this elderly person to be in their place all day and no care or way to make it up. No care how they treat people. Then after they missed the window and cancel they then pushed an install appoint to 7 days later. Wtf??? This individual has no service for a week when it was Xfinity mess up. Crazy bad company that is focused on selling but doesn't care for its clients. Btw - I'd like to give them -5 stars. Sick how they treat elderly people read more

I recently moved and had my Xfinity/Comcast transferred. The customer service rep Willy was Excellent. He had a complete knowledge of the various programs I requested, answered my questions and did a step-by-step explanation of what programs I would want to consider and the promotions that would be cost effective. The Xfinity/Comcast Technican Kris contacted us on the appointment day was very professional and very considerate. He listened to my concerns and questions and had all the proper equipment to install my internet. Kris is Excellent Tech showed extensive knowledge, made me feel like he really cared. I would highly recommend Xfinity Tech Kris, without reservation. read more

I went in to try to get my costs down and Harrison helped me with that issue then he showed me the "Rewards" link which I did not know about. There were some amazing offers so I got 2 Apple Watches at no cost except per monthly gig charges. Really a great deal. Then when home I realized they were duplicating what we already had, and of course I had to return them. Harrison made it so easy and would not let me feel embarrassed about my goof. He was very helpful and nice. (and by the way, just going into this newly renovated business is a great experience. What a beautiful job they did!) Highly recommend this Xfinity's store!! read more

I normally have no problem with Comcast/Xfinity, but this most recent experience was both dissapointing and upsetting. My phone is carrier locked despite being paid off for over half a decade, and when I went in for assistance, I was told by the service representative that Xfinity Mobile is "glitchy", because I now no longer pay for WiFi due to my new landlord paying for internet. She even recommended that I switch carriers. Absolutely hilarious. Had no plans on switching to a new provider, just needed to purchase an international plan, but I guess I'll take her up on that suggestion. read more

We have been with xfinity for 9 years maybe longer. At first it was just cable then added landline and wifi to bundle. And cellular service but they can't add that to the bundle. The last few months they keep raising their prices. The last time they said check with us in a month to see if they have a promotion. But nope instead it went from $243.00 to $269!!! And that's basic cable! Our service is constantly going out. And when they sent my last Bill they said because their service is superior! No it is not!! They charged me for equipment I never had, and said they can't retro a refund because it had been too long. We didn't even know but one of their technician were here doing repairs and he brought it to our attention. He told me to call them, I did and they didn't believe me, he had to speak to them. I'm so frustrated with this company! read more

Unable to speak to a live customer service agent, instead directed to a chatbot...no help there. And this is what I pay a lot of money for? NOT QUALITY SERVICE! read more

This is not about the store. This is about Xfinity. For 15 years I've been dealing with Xfinity and they have the worst customer service I have ever experienced. I have been trying to reach them for almost two weeks. Calling, asking for help in the app, using all the ai tools. I finally had it and spent days trying to cancel my service without having to go to the branch. My bill is now late because I refuse to pay it hoping an actual person would call. Finally got through the insane phone tree that just refers me to use the ai tool or the app. What do I get?? An ai "person". I spent 10 minutes explaining I want to cancel and it kept trying to upsell me and retain my business. After 30 minutes of this insanity it finally worked. You have the worst customer service I've ever dealt with. I switched to a company I've had a good experience with on other products. Honestly I've had their service for a week. It's way faster and half the price. Their app is useful and their customer service is great. Do better Xfinity! read more

Local Santa Cruz office does not even have a working phone. NO service works but billing. Horrible company. One star listing only because there is not a negative number. read more

Xfinity is an absolute nightmare of a company to deal with after you get your equipment. Should anything go wrong and you need to speak with customer service, good luck getting anyone who is competent. I spoke with a dozen different xfinity reps over the phone and not a single one was capable of doing anything other than take notes. Xfinity's customer commitment is also a joke, I spent hours on the phone attempting to get a minor issue resolved, I'd rather have teeth pulled than do that again. The value of the product is not worth the stress you have to endure in dealing with Xfinity. If it came to choosing between Xfinity and no services at all, I'd be much happier without the services. read more

This review is more so about my experience using Xfinity rather than the store, though I will say that when I entered the store upon purchasing the internet plan online, it seemed like there were some technical difficulties with the onboarding which I guess is not the best look when you are purchasing tech related products from them. Anyways, I personally have had a great experience with Xfinity. I love the notifications from them, especially this last month with the stormy weather taking out power and service. I really appreciated the notifications stating when service could be restored and it was pretty accurate. I am using the gig internet and though it isn't a gigabyte, it is a lot faster than what I am used to, so I would say that it is money well spent as there are no slowdowns between myself and my girlfriend when we are on our respective devices and streaming or playing games. I probably will continue using Xfinity in the future. read more

Xfinity Store by Comcast - Router Size - Internet Service Providers Near Me - Santa Cruz, California

We have an 82 year old neighbor who has been without a telephone for over a week. A technician came out on Oct 19 and phone worked for 1 hour. Now she will be without a phone again until October 30! read more

Canceled our service months ago And was still getting automatic payments Called to have them reimbursed, but they didn't want to reimburse the full amount Because they said their system had a different date of cancellation into the next month then when I called to have it canceled!!! They refused to give me my full refund for the month that I did not use their service!! Never use Xfinity They suck and their service sucks too read more

After my elderly mother had OUTSTANDING service from Bence, our family scheduled an appointment with Bence to move ALL our services to over. We heard the disappointing news. The sales lady tried to help. Sorry to say integrity and customer care was not a priority. read more

I went into this store this afternoon I had a problem with my bill the gentleman who helped me unfortunately I did not catch his name very smart very informative helps me figure out my problem with my bill set me on my way in approximately 25 minutes! So thankful the store is nearby my neighborhood. read more

Comcast is the worst customer service company. Today I spoke with Alfie of Comcast Customer Service. As with all Comcast customer service representatives, he was arrogant and ignorant. A great combination, not! It is impossible to get a human and when you do they are clearly not trained properly to handle any service other than "adding" a service. Comcast makes sure to put the top notch people in their sales department - they love to take your money. The rest of Comcast customer service is awful. They have no problem lying, stealing or cheating their customers. They are sneaky, deceitful, underhanded and unprofessional. I wish there was competition. They need to respect their customers who have been loyal for over twenty years. Thanks for nothing, Comcast. It's been great - NOT! read more

5 days to process my application , 6 days to ship me a modem !? I could have gone to Xfinity and picked up the modem myself, nobody offered me that option. I am a patient person , but this is an incredibly frustrating experience in my new home. Costing me business connections , time and money. Moving at the speed of jello read more

Xfinity Store by Comcast - Waiting to get hooked up ! Taking forever - Internet Service Providers Near Me - Santa Cruz, California

Bence 5 stars! Best service EVER!!! Omg someone actually listened and heard what my problem was, and FIXED IT!!! Thank you!!!

I want to spotlight and give a glowing review of Mr. Peso Smith, xFinity Store representative (River Street, Santa Cruz, CA). Peso Smith deserves the highest score of any metric used; 10 out of 10, 5 out of 5, 100 out of 100, or whatever. On March 22, 2023, I decided to visit the brick and mortor xFinity Store at about 11am, after spending five hours, off and on since 6am, on the phone with xFinity Mobile telephone customer representatives. During that time, my mobile phone issue went from not receiving notification of new vmail messages to no longer having access to my mailbox altogether, as a result of a reset procedure that the very first phone representative tried. All told, I spoke to five phone representatives trying to get access to my voice mailbox. After navigating the xFinity Mobile Customer Service automated menu, trying to reach a live rep, multiple times; after explaining my problem multiple times to multiple representatives; after being dropped from the call 3 times; after being transferred to Samsung; finally, the last straw was being disconnected again from the call with the "Advanced Technical Service" rep. Incredulous and out of breath from frustration, I decided to drive to a local xFinity Store. I didn't have to wait more than a minute before I was being helped by Peso Smith. Peso Smith's diligence and patience far exceeded what I was capable of and far exceeded my expectations. From beginning to end, Mr. Smith worked on my mobile phone issue for 1-1/2 hours. During that time, he exhausted his local office resources and then, ultimately, spent a solid chunk of time on the phone with the external xFinity Mobile phone customer service. At one critical juncture, after an extended time on the phone, I heard Peso Smith say to the representative on the other line "that doesn't sound very reassuring... how can we be sure that he (me) will get a call back... and not have to experience more of this same type of cyclical performance that leads no where..." Peso Smith went to bat for me! And, I struggle to think how many other people out there, would do the same for someone in the same situation. The buck could have been passed easily, but instead, Peso Smith reeled in the other representative and held on until the issue was finally resolved. Really unbelievable! Once resolved, we shared sincere joy and fist bumped! The final outcome was a testament to Peso Smith's level of professionalism, wherewithal and true integrity that renews faith in the world. read more

It has been such a headache to transfer services. It is impossible to get a hold of the agent to ask a question. We have submitted all needed documentation to transfer the ownership and of course it didn't go through. What a frustrating experience. read more

This review is about Comcast in general - not this specific store. I'm trying to cancel an order that's within 30 days of placement; I'm trying to revert to my previous plan - which is wi-fi only; I'm trying to remove my previous address (we just moved) from my account. The last person that I was able to reach would not listen to my requests - instead she talked over me trying to sell a 'Protection Plan' - we eventually were yelling at each other until I hung up - this is not Customer Service, it's more like Organized Crime! Subsequently, I can not get through when I call, I'm on hold for minutes before I hang up. The friggin 'Assistant' is worthless! I am going to file a FTC complaint and a BBB complaint as soon as I post this. Maybe Satellite would be better? Or, just going off the grid... read more

Thank you Bence for the honest, kind, supportive customer service!!!!!

Thank you Bence for all your help start to finish I love my Samsung phone

I called the number to find out about upgrading my service. The automated operator needed my account information and my address ....when I talk to the customer account executive 5 min later, they needed the same information again, I could barely hear them or understand. They repeated everything I said with twice as many words. I lost the connection. I called back and they were more rude and repeated everything back to me again and told me that I had an attitude problem because I asked them to just answer my questions. Ultimately they hung up I've never had that attitude with customer service from any company before ----- Update : June 2020 After service with comcast for six months, they increased my bill by 50%! (From $45 to $70) No notice, no contract, just you pay more per month I spend more than half an hour on the chat app, there was no one in line, but it took 30 minutes for them to verify that they had increased my bill without any notice! Be wary , they are sharks, (I would shop elsewhere) Oh, and ATT, is worse Good luck read more

The wait at the store is crazy. No bathrooms. Staff is friendly once it's your turn. Make sure to make an appointment.

I just spent my last six hours going down the toilet hole with Comcast Xfinity Internet. They hung up on me five times today. They were even worse online. After 20 years of this BS I pulled the plug today! read more

Have been helped (immensely) by Harrison. Twice! Above and beyond customer service, explaining kindly over and over again to someone tired of being swindled by the the big companies. He worked hard to get me the best deal. They should give him a raise. He deserves it. read more

Reviewing their customer service. I had to go twice to the store in a day to get new boxes for my self and another tenant. The girl in reception was plain rude and said "I'm doing you a favor". Last time I checked she WORKS there and definitely not doing me any favors. When I went in trying to explain the problems I was having, I had to call my landlord (who is disabled). Since I was in a rush to get to my work, and was trying to get the boxes for my landlord, they refused to call her to solve the problem and didn't offer a solution after my two trips to the store. Bad attitude, gets you bad reviews. read more