Xfinity Store by Comcast — Attraction in West Long Branch

TODAY IS 9/15/25 AND THIS IS MY UPDATED REVIEW, STILL 1 STAR! I requested the GM for this location reach out; which he/she never did. When I inquired as to why, I was advised the store advised the GM that they do not validate accounts with the accountholder over the phone. I responded that my SON WHO IS 34 IS HIS LINE'S ACCOUNTHOLDER AND THAT HE HAS A DRIVER'S LICENSE WITH OUR SAME ADDRESS BUT COULD NOT RECEIVE THE SECURITY CODE VIA TEXT BECAUSE HE NEEDED HELP DOWNLOADING THE ESIM TO GET INTO THE ACCOUNT! Also, see the ZERO ACCOUNTABILITY RESPONSE FROM THE "OWNER" WITH THE LINK THAT DOESN'T EVEN WORK!! WHAT A JOKE YOUR STORE IS!!! (*Most-likely, this was written by the same, disinterested, unprofessional manager of this branch who would not even assist my son who has an active line since it's free barring state and federal charges, or like my husband and I, he'd be with Metro PCS, still!) It's obvious that the lack of accountability trickles from the top, AND FURTHERMORE, since my son was embarrassed in a public arena, the assistant nor the manager of this location were willing to listen to active customers, I am SO glad we're with Metro, as my son's line will be, once this free year is up. I did report the posted follow up comment of no use, below, to corporate and advised I no longer wish to hear from the GM as requested. Nobody wants to make time for "Diamond Members" of your company? No problem. Plenty of other great companies to choose from. WRITTEN ON 8/31/25: Our family's internet and cable services AS A DIAMOND CUSTOMER SINCE 1999, were due to update because the anniversary of our promotion was due to terminate on 8/31/25. I called in and reached a guy on the phone w/Xfinity who convinced me to switch my 3 Metro PCS lines which I have been fine with for 16+ years, over to Xfinity Mobil because with my 2G internet upgrade, I'd "qualify for 1 free line" and a great deal on the 2 other lines. TEN HOURS ON THE PHONE THE SAME DAY WITH XFINITY AND METRO PCS ON 3 WAY AND 6 DAYS LATER WITHOUT MOBIL SERVICE YET CONNECTED, I sent my son who is a professional young adult on my plan, to the WLB store. An in person visit was suggested, per Xfinity's because my son didn't know about what an eSim is and all of the details about the activation that I knew as a whole of the situation. The guy at the door who greets customers (Of which we were!) advised because their store did not activate the phone line they could not help! My son eventually had me on the phone on speaker (trying emphatically to ask the rep to please understand why the phone was being brought in) because though I asked to speak to the guy on the phone or a manager, he boldly spoke over me such that I knew I needed to contact corporate. The guy at the door went over to the manager and asked him to assist, which he refused to do! He also advised he wasn't speaking to anyone over the phone! Then, said manager sat idle and refused to allow me to explain that BECAUSE XFINITY'S REP ON THE PHONE NEVER HAD MY SON DELETE HIS METRO PCS ESIM, DOWNLOAD XFINITY'S ESIM, HAVE ME REMOVE THE CALL BLOCK THEY INSTATE WHEN THERE'S A NEW ACTIVATION, THEN THE PHONE WOULD WORK. I am SO glad 2 of my lines are back with Metro; and ONLY because this line is free with my new promotion (barring state and federal data charges) experiencing that if this is how they treat customers of our tenure, I know I made the right decision for us! Avoid this store unless you want to be blocked from going in as if trying to get into an exclusive club at 1:50 am because they act like bouncers or aloof VPs of a major corporation as opposed to customer resolution or service representatives! Reached out to the VP of the region about this on LinkedIn so we'll see. Apologies aren't necessary as we've moved on with 2 of our lines,...

IF I CAN GIVE ZERO OR NEGATIVE STARS STARS I WOULD. I’m a brand new customer. MOVED INTO MY NEW HOME A WEEK AGO on Sunday November 26th.. I registered for the service and scheduled my installation for Monday the 27th between the hours of 7am-10am. The technician didn’t show up for the appointment or call. I received No follow up call or notice, apology, or attempt to reschedule. Customer service is non existent and piss poor. Lost a day of work. It’s now December 3rd, a week later and I still have no phone, no cable, no internet. I’ve called everyday, sometimes 5-10x a day and have spoken to several of their agents including their so called chat agents who are useless and keep telling me “don't worry, everything is going to be ok.” NOTHING IS OK. I have copies of chats downloaded to prove this is a genuine complaint. I’ve been misled, lied to, and there has no foundation of trust. THIS HAS BEEN THE WORST EXPERIENCE EVER of dealing with ANY company, let alone a so called communications company. I’ve expressed we have an infant at home, and how crucial it is to have proper communication service in place. We have spotty phone signals in our townhouse development, where calls drop or the connection is bad. God forbid we have an emergency or that we wish to have normal service to carry out our normal lives. I’m absolutely disgusted with Comcast/X-finity Their business practice has been unconscionable, and have proven to be worthless and a disservice to me and my family. They should be ashamed of how they treat people. This is why they get consistent terrible reviews. I wish I could choose another company, but unfortunately our association has contracted with Comcast/x-finity as the sole provider. There’s much more to this, but I won’t list it here. I will share this with the division of consumer affairs, and the better business bureau who probably already have several thousand complaints. What’s really funny is they keep pressing me to review my experience. Common sense tells me that you’d probably want to at least perform a decent job. DID YOU THINK YOU WERE GETTING A 5 STAR REVIEW??! But even after I put zero, you would think that they would find it somewhere in their lost souls to help me, but no that didn’t happen. We signed a contract with you, and you’re not performing to your obligations, and to your own standards.

The best joke ever is this joke of a mission statement by Comcast/Infinity’s CEO TOM. This is what Tom had to say: “We're on a mission to respect our customers' time, simplify their experience, and make it right if we fall short. Because we should fit into their lives. Not the other way around” -

How ironic, how pathetic, and disingenuous. I’ve actually experienced the exact opposite of this bogus BS. Respect? Respect my time? Simplify my experience? Make it right? Well surprisingly I agree that you definitely fell short, so short into a pit so large that you can’t see me or my problem any longer. Would love to hear from the CEO Tom to hear me bc the employees are deaf to their own mission statement and customers needs. I’m the customer, it’s me, I’m here! FYI, we work from home so should we lose our jobs because of this or risk losing money to feed my family? The bottom line is they have a failed system, and me and family have to suffer the consequences. This message is to Tom the CEO, Are you there? Because your employees are not there. You’ve lost touch with how to help people, provide good customer service and “communicate.” I know I’m probably just a customer or a dollar sign and I’m probably at the bottom of your list and you just don’t care. Do something about this and fix this mess, because you failed here Tom. And so we’ll just sit here in silence Tom and count the seconds, minutes, hours, and days until your company...

My Xfinity Modem was down. I called Customer Service. The service Center was not in USA. Person on other side told me that my modem is so old and I need to get a new modem sent to me - AT NO EXTRA CHRAGE - I agreed and he then told me he has to charge me $200.00??? I refused the charge and Manager comes on the phone and said he wants to charge me for a month's Fee? I get an email indicating that I am being charged for the Delivery, Taxes and Upgrading my Internet? I called back the Customer service and I told them I wanted to cancel the order and I will visit the local Xfinity to pick up a new Modem. I was told there will be a charge to cancel the order? I hanged up and took the modem to the Store and they changed the Modem. I asked them to cancel my order. Which they did. I received a email indicating that I got charged through Paypal for one month's service and Invoice for $200.00 waiting to be paid? Xfinity never charges me through Paypal. It looks like they are bunch of thieves and they will try to steal your money. I am looking into other internet and TV providers in this areas and I will change as soon as possible. My recommendation. If you get someone from India - indicate that you want an American Service rep. They will fight with you to keep you online but insist on being transferred. Now I have to call My credit card company to cancel the charges and be vigilant to make sure I don't get any...