Xfinity Store by Comcast — Attraction in Mount Laurel Township

Worst Customer Service Experience of My Life – Still Not Resolved

I went to Xfinity Mobile during a stressful move, simply to return my old internet box. While there, a representative offered what sounded like a great deal: upgrade to a new iPhone, Xfinity would pay off the $198 remaining balance on my current phone, and there would be no cost to me — just savings.

Fast forward 1 hour and 15 minutes later, I was hit with an unexpected $200 down payment, which was never mentioned upfront. To make matters worse, the rep was unable to port my number over from T-Mobile. I was told I could finish the process easily at home, but shortly after I left, the same rep called to inform me there was a port block on my number and that I had to come back — but “only when she was working.”

I returned two days later (I moved to a new house in between) and spent over an hour trying to resolve it. Xfinity blamed T-Mobile, so I made multiple lengthy calls to T-Mobile, only to be told everything was fine on their end and it was actually Xfinity's issue. Then I was told by T-Mobile— contrary to what was originally promised by Xfinity— that I HAD to pay off the remaining balance on my phone before the port could proceed. I reluctantly did this, yet still couldn’t activate my new phone.

Back at Xfinity, I was told no one had ever heard of needing to pay off the phone for a port to go through, but since I had, I now had to wait 48 MORE HOURS.

I went back again on Wednesday and was told the port was STILL blocked. They said they’d send a request to T-Mobile, but that I also needed to visit a T-Mobile store.

The T-Mobile store said they never received ANY request or communication from Xfinity.

I returned to Xfinity AGAIN the following day at 7pm after a very long workday, and spent another 90+ minutes there. Finally, they told me the number would be released “sometime between that moment and 4am on Saturday 4/12,” but they couldn’t say when.

It is now Saturday, and nothing happened at 4am. I’m still on the phone (almost 90 minutes in) with Xfinity, they told me to bring T-Mobile into the call. This has been an exhausting, frustrating, and frankly a HORRIFIC experience. I’ve spent hours and hours going back and forth between both companies, all because of unclear communication, broken promises, and complete lack of ownership on Xfinity’s part.

I now have a new phone that I still can’t use, countless wasted hours, and zero resolution. I have zero expectations that they’ll even attempt to make anything right—they’ve only acted inconvenienced by me and no one has shown the slightest bit of remorse or empathy.

I’m still on the phone and on hold. Avoid Xfinity Mobile at all costs....

I visited the Xfinity store around 6:45 PM, just 15 minutes before closing. The front desk staff informed me that they couldn’t assist me due to the limited time remaining, which I understood and returned the next day.

During my next visit, I requested a new phone and received prompt and courteous service. However, when I brought up a long-standing issue with my home internet—something I’ve been dealing with for over two years—I was told they couldn’t help with that. The staff emphasized that since I came in for a phone, they had fulfilled that request and asked me to leave positive feedback based on that interaction.

While I appreciate the assistance with the phone, I was disappointed by the lack of support for my internet issue. As a customer, I expect the store to represent the full scope of Xfinity services, not just handle one-off transactions. A more holistic approach to customer service would go a long way in improving the...

After a terrible telephone customer service experience with Comcast ( I was ready to cancel my service and switch to Verizon ) I decided to go to the store in the Centerton Square in Mt. Laurel. When I walked in I fully expected to get the runaround as I did on the phone but was I wrong! From the time that Brian the greeter opened the door for me I was pleasantly surprised by the outstanding customer service. DJ who was my customer service rep was patient, pleasant and helpful and immediately assisted me in working to solve the issues that I had. As an owner of 4 retails stores in South Jersey (one in the exact same shopping center in Mt. Laurel) I can say that besides leaving with one of the best customer service experiences ever, I can honestly say that I wish that my employees were as helpful and pleasant as the ones at the Centerton Square Mt. Laurel...