Xfinity Store by Comcast Branded Partner — Attraction in Longview

I wish that I could rate this store lower than a 1 star. My wife went into this store on January 7th to ask about getting an updated modem for our internet that we currently have with them. Trinity the assistant manager at the store asked my wife about upgrading our cell phones to new phones and switching service from Verizon to Xfinity. Keeping the same phone # but new phones and that they would buy out the remaining balance on the old phones up to $500.00 per phone. Sounds great :) . On January 10th my Wife went into the Longview office and sat down with Trinity to go forward with the proposed plan. This is were it all went wrong. Trinity the Assistant manager at the store when performing the transaction deleted the account from Verizon before getting the info off needed to complete the pay off of the Verizon account. At this point we had to request a mailed bill to our house that we would then need to upload to get the promotion going to get in our case $1500.00 to pay off the old phones that Xfinity had taken from us and issued new phones. 2-6-2025 My wife and I went to the Longview office dealing with Trinity trying to get the bill sooner because the promotion to pay off the old lines had a time limit of 30 Days. After 3 hours at the store we were assured that they had noted the promotion and that it would not be an issue. 2-18-2025 My wife an I went back to the Longview office because Verizon had debited our account and payed off the old phones. So now we did not have the old phones and we had payed $1500.00 to Verizon. We had already updated the account with the final bill and still waiting on the visa gift cards to cover this amount as promised. 3-4-2025 We had performed sever calls to Trinity and to the store to get answers of want is going on we had just received a denial from the promotion of the gift cards due to the late submission of the final bill from Verizon. At this point we asked for a manager " Daniel" the manager on 3-12-2025 I spoke to in person said that he had started another ticket and that we would be fine due to the notes on the account. I asked him to follow up with us by phone call or email asap. Daniel said that we would hear from him in 3 days. 3-17-2025 no e mail no call from Daniel or Trinity no answers or resolutions. At this point my wife and I were tired of driving to the Longview office to get no answers and get empty promises that we would get a resolution. We started calling every day but then know one would call us back and they would not answer texts. 3-31-2025 I took matters higher finding phone #'s to upper cooperate management after 3 hours on the phone and multiple times explaining the issue to people I was then told to call the promotion line with a case # . After calling this # and getting an associate on the phone and yet again explaining the whole situation. This individual had the nerve to tell me to allow 4-6 weeks to get the Visa gift cards. After confirming that their warehouse had revived our old devices and had approved them as great condition for the trade in value. I refused to accept this as the customer my time is worth so much more than it has been valued this far. After demanding a faster resolution I was transferred one again and explained this whole store yet again. This individual said that I would see a Visa card in my mail box with in 15 days ! fingers crossed. Bottom line I am in the customer service industry and would never in my life put anyone through this much crap to get something resolved. I warn anyone that would dare to due business...

One reason I wanted xfinity internet was because I knew I would only be living in Longview for a year and I could transfer my services to a new apartment. I went into this xfinity store about two weeks ago to have my services transferred. The man you who helped me, I wish I knew his name but he was a larger, tall individual with curly dark hair. I told him I was moving at the beginning of November to Olympia from Longview. I went in the week prior (around October 24th), I needed my services transferred to my new apartment and he asked me the dates and everything, hardly talked to me at all. I thought it was a little weird he wasn’t saying much and eventually he told me I would get an email about linking my two accounts, as he had created a brand new account for my new service address. I double checked that my services were being transferred as I was confused. Well when I moved a week later (beginning of November), xfinity was letting me know I had two active accounts and I had a bill due for both apartments. One apartment in Longview that I no longer lived in and one bill for services that started on October 24th in Olympia when I didn’t even move up there until the beginning of November. So my services were never transferred and I couldn’t set up my modem at my new apartment. And on top of that, i got two bills from two different apartments because he signed me up as a new customer instead of transferring services. Very frustrating and so grateful I’ll never have to go back here. Be careful if you ever have to transfer services at this location. Very...

This is a 3rd party store based entirely on making sales. Do not come here if you need help with something, not only will these people not help resolve your issue, often times they make them far, far worse. Employee's at this location work for commission, in other words, they're here to scam you.

The entire goal of the employee's at this location, is too sell as much as possible. Even if that means lying to your face about what you are buying. For instance, I bought 2 door bell cameras here and was told a licensed technician would come out and install a couple of doorbells, so they could hook up the doorbell cameras. When my appointment finally arrived, the technician claimed he couldn't hook up my cameras because I purchased the wrong package. I had to bring the cameras back to the store, and cancel the security feature on my account. The employee who set the appointment and sold me the cameras KNEW that they wouldn't actually be able to hook up the cameras, but lied to my face and sold them to me anyway, once again, because they get paid based on commision. They were aware that they sold me the wrong package, and didn't care, because all they wanted to do was make another sale.

If you have the option, I would absolutely go with another service provider. Only come here if there is absolutely NO other choice. Avoid this location like the plague that it is. Shame on you, Comcast,...