Xfinity Store by Comcast Branded Partner — Attraction in Fernandina Beach

I was having quite literally the worst month of my life. My internet was cut off from another company due to an insanely high bill for just internet services... someone told me about the internet essentials plan so I gave it a shot. I was immediately approved online, so I then contacted the store to see if they had the modem I needed so I could just pick it up dame day versus shipping it. I arrived to the store and I was greeted right away by Ms. Marcia. She was multitasking and also helping an elderly lady with bill issues and was assisting her in contacting customer service. Her energy was very energetic, very fun but also you could sense that she definitely knew what she was talking about and she was 100000% committed to making sure her customers were treated right. The older woman voiced concerns to me that she didn't think Marcia would get it fixed as she had been having this issues for 4 months or so... My husband previously managed an AT&T store for 10 years and I could see the same passion that my husband had for his customers in Marcia, and I also told this to the older woman.. about 10 minutes later the older woman leaned over with a smile and said "I think you are right about her, I'm actually getting real answers!" I've worked in customer service before, and I know how important and how much weight a Google review can hold for store success. Here's mine: If Marcia isn't a member of management, she needs to be nominated. Her passion to help others, and to not only help but to make sure her customers understand and not feel stupid for asking questions, shines brighter than any star in the sky. You guys hired a rock star when you...

This is our closest XFinity store. About 25 minute drive in heavy traffic. Did have a handicap parking spot out front. We headed over to a low table with two cushioned chairs. We were redirected to a counter height station with a single swivel bar stool type chair. Despite their being two of us , one of whom is on a cane, we were not offered a second chair. I finally walked across the room and brought a chair for my disabled veteran husband so he could sit down. Visits to Verizon are never fast. I asked to use the restroom as it had been a long drive, but was told there were no customer restrooms. It was an uncomfortable time until we concluded our business and we were able to go to a local Cafe for coffee and use the facilities. Like many of the older stores, it is not well laid out to accommodate Customers with ADA needs. This was compounded by a complete obliviousness to the needs of their older, disabled customers. Obviously training is needed here. I did manage, with some effort, to find they did not have my correct email. As I have had this email - with their company - for 30 years, I was a bit disappointed. Not our best experience. #ADA #XFINITY #phone #email...

Wife went to return xfinity equipment. While there got upgraded to higher speeds under the false tense of only the modem is being upgraded. She calls annd explains the plan annd I tell her to return the equipment and she is told there is nothing they can do. Even when told that the contract is void due to not having myself in store sign. I called the xfintiy help desk and was told there was nothing I could do because "an electronic signature" was done. Here's the thing I wasn't at the store and she isn't an authorized user. On the receipt it clearly says my name and states that it can only be done by myself or authorized which there isn't one other than myself. So who ever signed her up knew that they couldn't do this. Yet when I call the help line I'm screwed over. If I try to go back to my old plan I'm now being charged $120 versus the original $90. Shady work for the person selling this plan to my wife when they were able to see that she isn't authorized. Try to find a number to call the store, surprise no number only the help desk. Voice my concern to them, the supervisor even states this...