Xfinity Store by Comcast — Attraction in Upper Dublin Township

Horrible experience. Went in to pick up a router that I ordered online, received a text a day later saying the order ready for pickup- all the work I did prior to getting to the store took hours btw. Got to the store, router which was already set aside for me and the manager Mike I believe, was rude and completely unreasonable. I was told I would have to wait over an hour while the people in front of me were picking out every last detail of their plans (something I did the night before online and on the phone with customer service) instead of giving me the router which they had prepared for me and set aside specifically for my account I was told I would be waiting and the last person in line. How does that make any sense? If you order takeout and arrive at the restaurant do they tell you to get in line behind everyone who hasn’t ordered yet and is there for a sit down dinner? No of course not, ordering ahead is not complicated. I also found out that the manager often lets people who come in with my situation to skip to the front of the line, I suspect if I was not a white male I would have been afforded this privilege but the manager simply saw my immutable characteristics and decided I deserved to be last. Ah what a world to live in, if I was a female or any other color than white I strongly believe I would have had a much different experience. When someone is there to pick up an order and did all the leg work why would you make them wait behind people who are there to figure out which plans they want, go through all the paperwork and set their entire account up? If I had selected the shipping option it would have been dropped off at my house but when you elect to help them save money and pick it up yourself you are punished and they act as if it’s impossible to give you the equipment they have already prepared for you. Again, I was texted by this store and told explicitly that my order was ready for pickup, this manager could not have cared less, he should be fired for his discriminatory practices and I imagine every other white male who visits this store will get the same...

After spending two hours on the phone with “customer service“ I was advised to go to an Xfinity store to resolve my email and password issue. Hopefully next time they will advise me earlier in the call that they don’t have the capability or skill level to resolve my issue because going into the Xfinity store took about 15 minutes.

Steve was excellent, polite and curious as to why I was having issues. It did take him a few seconds to figure out that my account probably was hacked, but no one was doing anything with it. So his resolution was swift. I believe I was in and out in less than a half an hour, including the wait time for him to be available. If I lived closer to the Xfinity store, I would not even bother to call and attempt another resolution with customer service.

I’m not saying that walking into an Xfinity store will always fix the problem because then they would be overloaded and the wait time the store would probably be two hours but obviously having someone take over your phone to go exactly to the proper area is much better in person. I even said to Steve that I probably would’ve been able to follow along if someone in “customer service” was able to pay attention long enough to understand where I was having the issue. But I am grateful for the fact that Steve was there to rectify the situation...

Absolutely abhorrent service. Today one of our boxes failed. We went through troubleshooting with an online text tech and were unable to fix it. Our best course of action was to exchange the box at the store. I have been a Comcast / Xfinity customer since 1990. I couldn’t count how many box exchanges I’ve had to make since then, but they have always been quick and seemless. The online tech confirmed our closest store (still about 30 mins away), and even confirmed for us that they had boxes available! My husband packed up the box and remote and headed to the location.

Only to be told NO. That he has to make an appointment for an equipment exchange. I have spoken to two OTHER customer service reps since then who had confirmed that this is in fact not true. We should be able to exchange equipment at any time. Even the sites own web page states that the appointments aren’t necessary. (Now we’re having one mailed out, as we both work and this was our last day of our vacation) but our living room tv will be without service for 2-4 days, and we still have to block out another hour or so of our time to return the broken one. In the time it took the associate to argue with my husband, she could have saved us all a huge mess of time and inconvenience. This is...