Xfinity Store by Comcast Branded Partner — Attraction in Ross Township

One of the worst experiences ever! Yesterday my wife and I went into this store in hopes to get her a new phone. When the rep approached us my wife was trying to ask him questions about the phones but he did not answer many questions as he walked us over to his desk. He kept telling us we can get a free phone if we add a line and that was not very important to us as I wanted my wife to get what she wanted and I know she will have for a long time. He kept pushing and pushing and then it turned into buying a Google account phone number. My wife began to look at the s23 fe and asked him what it stood for and he made a joke and said he doesn’t know but he can tell she does not need anything more than a basic phone. At this point my wife just wanted a new phone and we continued. We came back to pick up the phone after the transfer. As we were on our way home my wife noticed it had no cell service and nothing was transferred. When we got home I transferred everything and still could not get cell service. I called xfinity and the call center said that the number to the new phone was a Google number and that it was discovered that the rep switched the SIM cards without switching the numbers to the lines. The call center told me that we will lose the promotion and have to pay full for the phone. I was upset and told them their own employee put us in this situation and need to fix it. I immediately asked for a supervisor and was told I am 12th in line. We live about 25 mins away from the store and had plans at night but had to cancel everything so that my wife could get her cell service back so I had to drive back down to the store. This is when it was evident that xfinity does not care about the customer. We walked into the store and was told we need to wait as a customer had to run out to her car to grab her ID which was fine. A rep came into the back entrance coughing continuously and then disappeared. The other representative went in the back to find him. Eventually he came out and took us. When we approached him, he smelled of cigarette and marijuana smoke and his breath reeked of alcohol. At this point Pitt fb game was on the tv. My wife sat down and I still stood as I was taking the phone out of the bag. I started talking and the representative turned away from us to watch the game. I then resumed talking and he turned away again. At this point my wife asked if he is looking to help us or just wanting to watch the game. The rep looked at my wife and said to stop coming at him and be respectful or he is going to make a call and he will have us kicked out of the store. We were shocked by this behavior and could not believe as he just threatened us and we are at his mercy. My wife left the store at that time as we thought it was best she was not threatened by this man anymore. He continued to tell me my wife was disrespectful and I disagreed with him. I told him we were mislead in the beginning and want to cancel this transaction. He interrupted me and threatened me that I was being irate. I could not believe this was happening. Also, it was not clear if 1 of the 2 individuals were a manager because the other representative never came over to help the situation instead he was watching the game too while servicing other customers. The rep then told me that I cannot cancel the transaction for 3 days since I opened new Google phone number. None of this was explained to us before. My wife returned and after finding out there is nothing we can do that night we grabbed the phone and left. On our way out the other rep turned to the other customers and said sorry he was not paying attention as he was distracted by us. Actually they both were distracted by the game and the 1 representative was under the influence and threatening us. How dear Xfinity to put us in that situation. All we were trying to do was to upgrade our phone and at the end of the day they made us feel like the guilty ones and still no new phone. Shame on them and we will be working on leaving xfinity all together and will continue to tell our...

I went to the McKnight Rd. Xfinity store in Pittsburgh, PA to purchase a replacement/new Iphone 16 for my daughter in early July, as hers was damaged/not working. After we purchased the new Iphone, we returned the following day to exchange the phone for a different Iphone 16 model. Despite Xfinity's policy of being able to return or exchange a phone purchased within 14 days, the staff in the store seemed to be unable and/or unwilling to go through the necessary steps to do an exchange. (Please note that we did not trade in her old phone since it was damaged, so this was not the issue, as I know you can't exchange phones if you already applied the trade in value during the purchase). Instead, they told me the only way to process the exchange would be to open another phone line and assign the device she wanted to that number and then exchange the device with the one on her original phone line. Then they took the returned Iphone 16 and to my understanding were going to ship it back to the warehouse. After multiple visits to the store (one of which left me in tears) and several phone calls to customer service, the issue is still unresolved. It has been over 2 months. I was told by a corporate customer service rep that what this store did was fraudulent and that an investigation would be opened. Apparently not only did they choose to use a easier shortcut method to "exchange" my device, but by doing so, they also were able to get commission because I opened a "new line", thus committing fraud. Customer service, as of a couple weeks ago, still showed in their system that the device has not been returned to the warehouse. When I asked the rude employee, during one of my many visits to the store, if there was tracking information for the shipment, he stated that he "personally witnessed the store manager ship it out". I didn't find this statement reassuring or believable in the slightest. I have now been charged for two months of device payments and line service charges for the device I no longer have possession of, and I have not received any refund of the sales tax I paid on the device. Throughout this process, I was also told that the $400 discount I had originally received on the initial Iphone 16 purchase was not applicable to the replacement phone and so I essentially lost out on that by returning the phone and getting a different one. I have no desire to visit this awful place again and no desire to spend hours and hours on the phone only to get no results. Beyond frustrated. I guess I will have to just continue making monthly payments over the next 3 years, to pay for a phone I do not own, because it doesn't seem this will ever be resolved. I do not, in any way, shape or form, recommend this Xfinity store, nor the mobile service as a whole. Buyer beware.

Update: Sending me a link to text with a chatbot was not particularly helpful.

Update 10/15/25 Called customer service today to try again to resolve this. They showed record of the store attempting to ship back the phone in late August (long after it was supposedly returned). They still have no record of the phone being received. Said they could not help me until the McKnight Rd. store puts a note on my account stating that the phone was returned to them and they shipped it back to the warehouse. During my last visit, the rude gentleman, Don, stated that he wasn't required to help me and that he didn't have to put a note on my account. I refuse to re-enter that physical store and I am completely at their mercy. So I guess I will continue to make the monthly device payment of $35+ dollars for a device I don't own, until someone makes this right, or until the phone is paid off. My sincere advice is that if you have to return or exchange a phone, you call customer service, have them send you a shipping envelope, and ship it yourself. I would hate for anyone else to end up in my shoes. I am so upset and there is nothing I can do and no one who is...

Terrible experience at this store. Came to get help with a new phone I purchased having delivery issues to my house. First guy tried to assist and walked through all steps but was unable to assist and we waited for manager. This is where problems started. First manager was assisting other customers, but in reality this consisted of him selling customers life insurance which I guess is his second job. No problem having another job, but telling customers you can run the numbers for them on life insurance while working manager at xfinity is not acceptable. When he did finally help, he started out very condescending, laughed at the problem and said this was my fault for “consenting” to a shipment. I told him how fedex needed to talk to a shipper because of how many restrictions xfinity put on the shipment I could not change it, have it held, or picked up from fedex. (Btw there is no fedex in my zip code). Total time in store is about 40 minutes now and as he continued to blame me for the problem and said it’s not his problem I said screw this and left the store. Manager followed with a don’t come back to my store I got fed ex back on the phone (long process) and walked back inside. Manager immediately told me to leave or he would call police. Words got thrown at this point and I left. This manager did not want to help from the beginning and immediately became condescending and offered no solutions other than to victim blame. I can only keep my calm so long and lack of respect here pushed me over the edge.

This manager has no customer service abilities, does not care about problems and spends his time selling life insurance (side job) to xfinity customers. He is a sleezy salesman that became manager due to staff turnover and not his so called work ethic of starting at bottom and working up. You do not go bottom to top in under 2 years for any reason other than turnover. (Yes he also explained this to people as I was patiently waiting for assistance)

Manager will say what he will about me, but this stores poor reviews speak...