Just as bad as dealing with infinity over the phone or online. This company is awful. The customer experience makes one think that they are training employees to be as difficult as possible. They are rude, apathetic, and of no help whatsoever. If you have the option to get internet from literally any other company, take that option. Xfinity is the single worst company I have ever dealt with. Xfinity canceled my service "due to missed payment", which was weird because I've been on autopay with them for years. I went down to the store to find out what was going on and was immediately met with attitude. They had 4 people in front of me and refused to give me an estimated wait time, and also said if I left the store even to just stand out front, I would lose my place in line. After waiting for an hour and still not being helped, I was informed that there was a virtual assistant in the corner of the room that I could use instead. I got online there and began a video chat with one of their support agents. Once they stated to look into the service cancellation they confirmed that it was canceled for no reason and that I was up to date on my payments. No surprise there. So they had me sign a new service agreement where they not only tried to increase my monthly bill by $20, they also tried to charge me a $15 reactivation fee, when it was them who deactivated the account in the first place, for no reason! This company is the worst. I look forward to someday having literally any other internet service provider offer internet at my address. I will happily leave Xfinity when that day comes, and never look back. read more

If you were at the Comcast Santa Rosa office today I have one word for you: shame! My authorizes designee came in to return my Comcast equipment. She observed many pieces of equipment just laying around, not checked in. As she reported, anyone could have walked off with any of it. So, she waited for a receipt for my equipment. My designee is disabled, yet was told to sit and wait. After an hour she checked with me. I was able to reach a supervisor to facilitate this transaction. Even so, this woman waited with no consideration for her needs. I'm furious! read more

I went to the store to say simply to pick up equipment. While trying to get in line I was cut in front of the employees refused to acknowledge it, I went around the line because I was being ignored and headed to the front door, I was stopped and chased after and proceeded to tell the girl I have an appointment and need to speak to a manager, she argued with me about the guy initially cutting in front of me and refused to help me, she called her manager over Shawnie Ramirez and the manager said because I had gotten angry about being cut in front of they weren't going to help me, this is the worst place in the world to come, I change service providers because of this kind of problems AT&T is much better read more

I recently signed up xfinity internet by Comcast for my home. After I registered and paid for the eqipment, I was told to go to the Xfinity office in Santa Rosa. After picking up the equipment for self installation, I took it home and followed the setup carefully and double checked it. The equipment didn't work after installing it so I called the customer service number to troubleshoot the problem. I connected with someone who claimed to be a technician. I explained my situation and was told by the technician that I had to speak to someone else and was rerouted into the phone tree. After 30 minutes of waiting, the call dropped, so I called back only to have it all happen again. After more than an hour of trying ,I finally spoke to someone(another technician) who informed me that I'd have to call back at another time. The very next day, I took the equipment back to the Xfinity office and expressed my displeasure with my treatment by customer service. They just said ok and accepted the equipment back. Three weeks later, I received a call from an Xfinity agent who wanted to know why I ended my service. When I started to explain my dilemma, he just hung up on me. I then called them back. This time I asked to speak to a supervisor and was told that the supervisor was busy. I then asked if someone could call me back. Here we are days later, I haven't received a callback yet. Xfinity has horrible customer service and I don't recommend them to anyone. Please don't waste your time and money with this company. I'm sure AT&T or Sonic or any other internet provider would treat you better. Xfinity, get your stuff together and treat your customers with respect. read more

Let me start by saying this is a review of the Xfinity store in Santa Rosa, not Comcast in general. Comcast has HORRIBLE customer service over the phone. But this Xfinity store has excellent service based on my first/most recent visit. I'm also a content Xfinity Mobile customer. I found myself in SR this week for an outpatient medical procedure. I needed to get an Uber for that, but my old iPhone 8 Plus crapped out. I needed a new phone anyway, so I showed up ten minutes prior to opening on a Wednesday. There were more than a dozen customers ahead of me, but despite the 40 minute wait for that, they had me in the iPhone I wanted at a decent price in about 30 minutes. And the sales rep treated me well on top of it all. Xfinity Mobile and this store are GREAT! The cable/internet phone service folks are the worst. read more

I went to this store to get a NEW ROMOTE X- FINITY CONTROL AND THE YOUNG MAN TOOK MY ORIGINAL REMOTE CONTROL= and gave me one that did not have any voice control,or any zoom or even any volume control that worked= he just was in such a rush -- the store had customers that were waiting= and I did not get a receipt from him , he just pushed me through, when I got home I FOUND OUT THAT MY ORIGINAL REMOTE WAS BY FAR SO MUCH BETTER, and now I have to go back to EXCHANGE this useless remote for another one that ( hopefully) works! post this review read more

This review is based on going into the store and signing up. My service hasn't started yet, so I'm not reviewing that. First, I made an appointment online, and even though I was a few minutes late and it was crowded (two days before Christmas), they called me up right anyway. I had researched the service beforehand, so I had specific questions about both the special they were running and the Affordable Connectivity Program. Desmond was fantastic! He knew all the answers to my questions, gave me the time I needed to make up my mind, then walked me smoothly through the process. Very happy with the whole thing! Oh, and despite what another reviewer said, the ACP does apply to the service, they just can't set it up for you in the store. read more

Long wait time to speak to somebody almost ran like the apple store. I would recommend making an appointment but you'll still have to wait.

Thanks alot to the Comcast team and a special thank you to: SHANIA ID#421921. She was great at costumer services and make me feel right at home she was great with her peoples skills by giving me the Profesional outlook on my account and she went on and above her pay rate she was really Profesional we need people like her treat us like with alot of respect I wish her nothing but the best MERRY CHRISTMAS TEAM read more

Had an appointment at 11 didn't get seen until 12, they charged me on my card without checking with me first, and yeah I was able to upgrade my phone but I receive zero text messages. I contacted technical support and said i was pretty much out of luck and he doesn't know why that is happening. I tried getting this resolved at this location but they hurried me out the door before I could even understand what the hell was happening. This place is worst than the DMV and that's no understatement. read more

I went to the store thinking that the problem I had communicating with phone support would be easier in person. I took with me the email I had for a change of service confirmation but both the initial agent Nate and the supervisor Christopher apparently are not able to resolve the problem. On May 30, I got a confirmation of updated service via the phone with the confirmation sent by email. But the current bill does not reflect the new service plan. Christopher and Nate claim that the new plan described by the "Service Order Confirmation" is actually not in effect, and they have no ability to correct the problem. But they did have the ability to try to get me commit to their own plan, which required a 12 month contract with early termination penalties. I also asked to have my monthly payment directly from my bank account terminated. While this may have been done, Christopher said he could NOT show me the information that he had entered into my account. I find this very distressing, especially under these circumstances. read more

Do NOT sign up for cellphone service expecting any kind of fast customer service after they get you. The wait at this store can be over an hour. Today we saw a man storm angry out saying "just cancel it!!" And we're at the same point.... totally worthless and a waste of our time. The replacement phone we were trying to return after finding the original phone, it is listed as in the store but it's not because we sent it back via email, and the mobile support that they were talking to can't seem do do anything... it was $280 and we've been here twice over an hour each time. UPDATE: Here again another day on our weekend, again the wait has not improved. Went across the street to do some shopping at Trader Joe's but had to put off getting the frozen food because the end was no where in sight when I called my SO to check in where he was at in the process. They have a new stressed out looking man in the front today who seems tasked with helping people faster so that's nice I suppose for people coming in just to buy something fast. read more

Xfinity Store by Comcast - There were another six people waiting in the front in addition to these poor people - Internet Service Providers Near Me - Santa Rosa, California

Horrible customer service! I had a simple issue to take care of on an account and I waited nearly an hour. There were several Other customers with billing issue that were also being bypassed for equipment return. They were short staffed and the staff that was working seemed inept and unmotivated for customer service. Makes me want to cancel Comcast service and go with another provider. read more

Xfinity Store by Comcast - Empty registers and extremely poor customer service. - Internet Service Providers Near Me - Santa Rosa, California

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The first two times I went in there great customer service but when my husband went in there they turned him away and said they were not technical support and were rude, please remember we count on you be respectful and nice, we go into the store for a reason! read more

The worst experience ever! Support at the store and online is pathetic at best. Minimum visit or call takes at least 1 hour and frequently transaction done incorrectly read more

My modem died so I took it in and within a few minutes I was handed a new one plus my saleswoman helped me download the set up app. I'm back with internet all within 30 minutes! That's what I call great service- thank you so much- Gary Millman read more

Waiting in the Santa Rosa Ave Store. They have 8 stations for representatives. 2 had representatives working. There were about 20 people waiting when I got there. They said it would be about 20 mins. So 30 minutes later the same people were still with the same representatives. Asked the guy next to me waiting , he had been there waiting for well over a hour he said. So I decided to leave. By then the amount of people waiting had doubled read more

You cannot call the store. Just get the overall number with the annoying voice making promotions. Why don't they let you call direct? Since they are a monopoly in Sonoma County, they don't have to listen to customers. read more

Never have I ever come across an employee who was so clueless and incompetent at their own job. This employee, who shall remain nameless, had absolutely zero clue on how to transfer data from an old phone to a new phone. We were at the store for over two hours trying to figure it out before leaving and figuring it out ourselves. We then needed the employee to activate our new phones which he did not do!! He kept saying, "it will take a while, but it's working". Stupid us for believing him, but we left and have non-working phones with a locked eSIM. I am beyond furious and the manager was no help either. Xfinity- get your fing shit together!! Train your employees properly!! If they can't do the job, FIRE THEM and move on!! read more

Comcast is great this store however is not. Poor workers had to work in horrible conditions of what I am assuming is refurbishment ? Should've just shut the place down to do the work then reopened. read more

How is this company in business? Worst customer service!!! Went into the store today to discuss issues with my bill. Met with Kimball. That man talked in circles as he had no clue what he was talking about! I think he confused himself! This place is a joke! Questioned why my bill keeps going up since I was in a "contract." First they can't provide you with a copy of the "contract" and second not all products in the "contract" are a set price. Meaning some portion of the "contract" are subject to change. Then why the hell am I in a contract?! What is the point of a "contract" when Comcast can adjust their prices at any given time!? Would love to have someone explain this! Worst company ever!!!!!! read more

Worst customer service ever experienced. The store itself is always packed and so you wait and wait even with an appointment I scheduled a service agent to come hook up my adu with service and he said the ticket was not written correctly and they would have to reschedule The next day when he said they would come nobody shows up and I waited all day. Slogged through the automated system and talked to an agent in the Philippines who assured me and promised they would come the next day and of course no agent and no communication not even a text Slogged through the automated system yet again and was promised that they would come today. Well what a surprise nobody came and no communication. Once again contacted an agent and waited on the phone so he could connect me with a supervisor and when he finally answered the phone the call was disconnected. Tomorrow I will go to the store again to talk to a human in the United States and I will give them one chance to fix this but I don't have much hope. read more

Just terrible. If you're reading this, do not visit this store! My disabled mother has been doing cash payments with help of the staff (navigating the kiosk for her) from some months now. Always the same amount (total of the monthly bill) she recently found out she owes a couple hundreds of dollars and has just a couple of days to pay it. I reviewed the monthly statements and found leading up to the present statement, there were increments of cash starting to be missing, $20 then $100. The month which the $100 was missing, my mother informed me the staff member who was helping her during those transactions seemed be acting strange and was failing to clarify and answer her questions. Back to the present- before the assumption was brought up, the staff member helping me seemed to have little to no urgency or care on the issue. As if it was a normality at the store, then preceded to ask me 3 very detail questions in order to take responsibility off from the store and that was it. No addition questions, no further comments. I talked to the supervisor and was told his investigation came up clean and couldn't do anything else of the matter. I was told they have cameras and with attitude said their staff wouldn't do something like that, however no attempt was even made to look at the cameras. Some customers from the store overheard the conversation was taking place and told me outside that they had similar issues. Take in thought, these individuals do not know English (including my mother) and believe they were being taken advantage of since they couldn't read nor know what happening in the transaction. It's unsure if the whole store is well-known of the problem at hand or just the selected few. There are great employees there to help! But on the behavior of the staff members that were involved with me and how they knowledge the problem was a normality and try to play it off as problem on the customer. There is definitely something going on, I will be switching services after 15 years and file a complaint. If you choose xfinity, may god be with you and pay online. read more

I'll be honest I went into this visit with low expectations and a long wait all to purchase Internet Services. I had the best experience and Des not only answered my questions but even anticipated a few(someone proactively offering information is rare!) Don't believe all the negative review--I am not sure what people expect for service but this exceeded my expectations. read more

Thanks forever to get anything done down there Perry Comcast really sticks it to you on the pricing. It sucks

The service here has always been friendly and efficient for me. They have plenty of staff so the wait time is not so long. I like the displays and the comfy waiting area. They usually have a movie playing on the big screen to entertain the kids. read more

Comcast has gone to hell with their customer service. All price gouging and crappy service. Extremely disappointed and Dish is looking better every day. That being dish outside of Comcast of course. I would rate them a ZERO. Companies like this never learn without a good law suit to straighten them out periodically! Lynnette M read more

I do not recommend Xfinity to anyone for several reason so bare with me for an honest review. First of all I started as a customer with Xfinity internet and phone service a year ago, I was lied to by a worker at the store named Vanessa she misled me to believe about great prices for all the services I asked about calls to Mexico and traveling to Mexico and was told all was included with the plan so a month goes by and I see extra charges for us calling to Mexico. So I called and had to add calls to Mexico for $10 a month. Fast forward a 10months after I travel to Mexico and for my surprise I get a charge of $740 dollars the phone was outside the U.S. and so I went to the store I explained how I wasn't aware of the extra charges beside what I already pay and did not get any notifications and the manager Iris at the store questioned me so much with a worker named Ashly how I wasn't making any sense and that to them it seemed suspicious that I wasn't aware and that the worker I was talking about didn't work there anymore and they could not go back at any notes she might have left. They made me feel like they didn't care they did not help me at all and just has been a horrible experience with them. I don't recommend becoming a customer with them the price looks like a great price but then once your inn it's add for everything you want besides just a simple line. You add to call to Mexico and Canada you add to travel now I learned that the hard way. read more

Run screaming ... it's not worth it! I went into the store because I was moving. I've been a loyal customer for decades and realized that I have been way overpaying for my TV cable and Internet services. I told them that I was going to cancel my service if I couldn't get a better deal. Yep, I was right. My "plan" was very old and overpriced. I was sold a new account at a significant reduction in cost with significantly better Internet speed and new equipment. Self installation but if there were any issues just call, they would come out. Once I moved I found that my living room cable was on the wrong side of the room. Found out you can't call. No published number is available ... it's all about chatting an agent. I could not get the chat agent to understand my need so I asked about calling and found that they could call me. I received the call back and after some back and forth got the guy to understand the issue and was told that they don't do that right now due to Covid. I calmly explained that I was told they would come out if I called. He argued that I was not told that and they don't come out. I asked to speak to a supervisor and rather than transfer me the guy hung up on me. Of course, I can't call back!! So, I went back to the Xfinity store. At opening there were 10 people in line outside the store in masks. Did not have the time to wait in line so I asked for a number to call and was given a slip of paper with the elusive numbers to call. So, I called and tried to navigate their computerized system ... what a nightmare. After 40 minutes I actually got a live person! Amazing!!! Again, I explained my need and was told they don't do that due to Covid. I again explained what I was told and was flatly told that they would not do it. I asked what I should do and was literally told that was my problem to figure out. I asked when they would be able to do it and was told they didn't know. I asked if I could get out of the year contract I signed because I couldn't use the service - nope. I asked to speak to a supervisor and was told I already was speaking to a supervisor. I asked to file a complaint and was told they would make note of my complaint. It was abundantly clear that the guy could have cared less about me as a customer. They had me locked in and knew it and no longer cared. Now I am looking for a private party to pay to move a cable. Epic customer service fail!!! I would have understood had I been told they would contact me when they could move the service, if they had given me a suggestion of how to find someone that would do the move, if they had even apologized for my being incorrectly advised. Three hours of trying to get help and nothing. When my contract is up I'm done for life. I'll be telling every person I see what horrible service Xfinity offers. read more

Quick service considering the circumstances (no appointment, covid restrictions) Staff was great, especially Desmond ! He answered all my questions with knowledge & seemed interested in helping me... 5 stars to you Desmond read more

We went in for a broken TV remote and came out as Xfinity Mobile users on Black Friday! Such great service with Rhonda! She explained everything in detail and by doing so made us feel like we were getting such a great deal! read more

This "new" location for comcast is much better than the previous location off Airway Drive. There's plenty of parking and the service is very fast compared to the previous location. The rep was very helpful in giving me the equipment, cabling, and coax staples for me to add service to a 2nd room at our house. I installed the cable, plugged in the new Xfinity box, turned on the TV and within a few minutes, I had it up and running. The total charge is $10 per month for the additional service, rental of the Xfinity box and remote control. I'm totally happy with the service I received at this location. read more

Not that good of customer service. Was told can't stand "mam you have to sit down". Kind of rude. Wanted to cancel my service. Just needed to drop off modem. read more

One star is way too many! I had Togo to this store 3 days in a row. One person inside to see customers. Website says open at 10am. Note on door said 11am. Day one: 11 people in line at 11. Most had left since they thought it was 10am. Day 2: same Day 3: 19 sheeple in line at 2pm. Nobody came out to check with anyone. I thought monopolies were not legal! If there was any other choice....$200/month to get this treatment, in the cold and wind. Awful way to do business and the rudest staff ever! read more

I made a couple visits to this store before diving into xfinity mobile. Tinea Pontoon was the sales person I had the first time, and she was so great I insisted she help me the second time. I ended up purchasing/financing 3 I phones.... 2-XR & 1-XS It didn't take long to switch from ATT....and port three phone numbers over to the new Comcast Wireless. This service is better, faster, and cheaper than ATT. Thank You Tinea And of coarse Comcast! read more

I want to give praise to the sales associate Josh who helped me and my husband out. He went above and beyond any other associate I've ever dealt with at any other carrier. We came in to add mobile to our internet service. Before we even got started on mobile, he noticed our modem was not the best as we were paying for a higher speed but the modem was old. So he got us a new modem. Then we worked on the phones. We upgraded to an iphone 14 plus and things should have transferred well from my other carrier. Nope. Something was getting held up. Josh tried everything to no avail. So he gave us instructions on what to do and hopefully it would take our old carrier 24 hours to get up and going. Nope... we started on Friday and Saturday night...nothing...still no transfer. Sunday I went in to Josh and through trial and error found that my old carrier had LOCKED our phone numbers and nothing would have ever happened had that not been found. Next I got on the phone with my old carrier and they unlocked the phones only to find something else was locked. And that it would take them 72 hours for a ticket to go through. I asked Josh if we could try anyway and sure enough, the phone transfer started to work and he flew through the process. I walked in on Sunday at noon and at 2pm I was still there due to issues with my old carrier...all the time Josh was trying different modes of getting through and stayed with me the whole time. In the end, we have wonderful new phones and an awesome internet connection thanks to Josh!! read more

Costumer service here is horrible the employees don't pay attention to customers instead they roll their eyes at you instead of asking you what your here for when u come in I'm never coming in again read more

I have been to the store three consecutive months to fix the fraudulent charges on my bill. Warning to anyone having automatic bill pay, check your bill each month. These crooks keep charging me for services I neither asked for or are receiving. Each time that say it has been fixed and each month the fraud appears. Today I am quitting this farce!!! read more

Line of eight when entered. Waited over 45 minutes. Line of eight as we left. There are two managers there not helping. Their names are: Ruben Maldonado and Jack Averill. Had to ask for their names as neither wore a name tag. One stated he would a remove a woman from the waiting list and he failed to do this. I watched this happen. I will be calling customer service to complain about this. They should be helping with the line not just standing around. Stevie was wonderful. read more

Xfinity Store by Comcast - Internet Service Providers Near Me - Santa Rosa, California

Be careful getting a phone, do a complete check before you leave. Sold us a phone that dosen't work right. Tried to get back on the 6th day but they were closed so went in on the 7th day. Not even looking at the phone said me had to go through the manufacturing company. I called them and they said no exfinity is responsible for 15 days. Went back and they tried to say it was this little mark. The phone has never been dropped. Plus poor customer service, very rude read more