Xfinity Store by Comcast — Attraction in Centennial

So, we all know that Comcast has a reputation for poor customer service, you almost expect to be treated awful when you walk in, you know it is coming so you brace for it. Well, my experience a few weeks ago was no different. I went in a few days prior to get a second cable box, there was not a line so I got in and out pretty quick. The guy (obviously had no idea what he was doing) gave me a really small box and said it was an HD DVR but would share space with my current DVR and be cheaper etc. I was skeptical to say the least. He said he added it to my account, I just needed to go home and plug it in, follow the prompts and then the magic would happen. Alas, it was not that easy. After screwing around with it for over an hour, I called customer service (I cringe at having to call these people) only to find, he never added it to my account and after waiting on hold for what seemed like forever, then to troubleshoot for what seemed like another extremely long time I finally gave up (I am a busy person and have things to do). So, I finally got a chance to stop by a day or two later and the place was packed - seemed that all customers were upset and yelling, the place was a madhouse and the agents and manager (Kevin Saunders) all seemed overwhelmed. When asked if I could just grab another box since I had already wasted hours of my time because of their screw-up I was met with a "get a number and we will call your name" - not impressed with that AT ALL. I hung around the counter and the agent at the front became very hostile. I asked if I could speak to the manager, Kevin finally came out and was absolutley no help, at all, in any way... he was the worst manager I had ever spoken with. Completely unsympathetic or empathetic in any way. It really seemed that the staff got their unwillingness to help and lack of caring from their leader, Kevin. I waited for almost another hour, got my box in about 45 seconds (why Kevin could not have grabbed it and been done is beyond me). If there was ANY other option in the Denver Metro area for broadband internet etc I would use them. Good news is, I am moving soon and will NEVER have to deal with Comcast ever again. This is not only the worst company to deal with but the absolute worst customer service I have ever experienced. I manage a retail store myself and I know a little something about Yelp and Google reviews so I hope this is taken seriously. Your mistake should not cost the customer, you should seem like you actually care, you could give above and beyond service instead of what you provided and what you provided was typical Comcast service, which is less than 1 star but I that is the lowest I could give. The only joy I will get from Comcast is when I get to return all my equipment in the next 6 weeks and hopefully (please please please) never, ever, ever have to use them, ever again. They are the biggest bunch of clowns, specifically this store and the manager Kevin.

Thanks!

Update - Typical Comcast, they care so little, they don't even read their reviews and try to make it right. What "communication company" doesn't review their reviews and try to take care of the customer? Typical sub-par service from the worst communication company in America, probably the world and possibly...

I have had Xfinity since 1999 for cable and internet and home security. Customer service for my Xfinity services have been wonderful on the phone and I am a very strong advocate of Xfinity as a result. I recently just transferred from Verizon Wireless a couple months ago for my mobile service as using the same network as Verizon, Xfinity was a more economical choice.

I was having an issue with my SIM card on cell phone. I was having issues with voicemail not coming through, text not being sent and or received. I had contacted customer service by phone and they sent me a new SIM card. Once I received the new SIM card however it did not work and I was not able to even call out except for emergency calls. I put the other one back in so that I could call back and while on the phone with the customer service rep, who was not listening to me and interrupting, decided to deactivate the SIM card that was in the phone, or do something else that messed it up. So then I could not make any calls out whatsoever except for emergency 911 calls only. I was home sick with COVID. Needed my phone for Dr calls and of course these days most of us do not have a landline. So I had to mask up and go out to the Xfinity store so that I can actually have a working phone. I was fortunate this Xfinity was less than a mile away. Rest assured I kept my distance and was wearing my KN95 mask. Hand sanitizer that works. I was not happy to have to be out myself. The store was very clean. I was greeted almost immediately and asked my issue and they put my name and issue in their tablet to put me in the queue. There was ample seating space to keep distance and it was very busy at that time. This was my first time here as I am new to the neighborhood. The employees working with others while I was waiting we're very customer oriented by the way they handle themselves with a customers and the fact that they did not appear to be in a rush to get that customer in and out to get onto the next one. When it was my turn I explained my frustration and was assured they would get it resolved for me. Jack did some checking and went to get a new SIM card. In no time at all he had my phone back up and going. He made sure to test it making a call to it and made sure I was able to call out. It took him under 10 minutes to resolve my issue. Needless to say I was elated to have my phone back and in working order. But once going into the store and having this pleasant experience and knowing that I do have a great local resource for if I encounter any issues in the future with my mobile service or any other issues with Xfinity services. Highly recommend this store and their...

Incredibly disappointed with my most recent visit to this location. Have been here many times and have almost always had a pleasant, efficient visit with good customer service. However- we recently went in to discuss an accumulated $130 of unauthorized HBO charges, rental equipment fee increases, tax increases, and unwarranted late fees that had slowly but surely built up over the last 9 months of service with them.

It was about 30 minutes before the store closed on a Saturday, but we had all of our bills printed, highlighted and ready to quickly review. The first gentleman to greet us was already attempting to deter us from proceeding, and insinuated that nothing would be done to help us.

A customer service agent that had no clients could be loudly discussing how he wanted to leave right at 7pm, and would not get stuck with a customer tonight. So he left the floor and we had to wait for the only other customer service agent there- who wasn't available until after 7pm.

Clearly annoyed with our concerns, and possibly with having to stay late/ being short staffed- this customer service agent (Alex) immediately shut us down and stated that the free HBO was between 'us and the previous employee that set us up with it.' Since she was fired- it is not their problem and they don't give away HBO. It is $15/ month and he wasnt going to waive anything or help us in anyway. He told us he could cancel it if we didn't want it anymore.

Also, SURPRISE - Our contract is about to end, and the monthly rate is about to increase $30/ month. So instead of trying to retain good customers who have been with comcast since 2010 and at LEAST extend the contract at the same rate it has been for this triple play with all of the fees/ taxes/ rental equipment/ HBO (over $220 per month)- he will throw us a bone and only increase it $20/month if we renew for another year. LOL

Alex clearly thinks we are moron individuals that don't know how to do basic math. Or maybe he just found our presence to be an imposition on his day. Not sure. Either way, I really appreciated the condescending tone and welcoming attitude we received from the team.

Oh, and I immediately got on the phone with Xfinity after I left- who gave us a bill credit without hesitation- and 3 months of free premium channels. Funny how calling xfinity is providing people better customer service now than going in...